礼宾部英语培训资料

第三单元提送行李 Baggage一、业务述要行李是旅游、商务不可缺少的组成部分，因为行李包括日用品之外，还可能是贵重物品，或者是商务资料或者是商业秘密。行李运送一般由行李员负责，客人一到酒店门口，行李员应主动上前打开车门，问客人有无姓李，如有则帮客人提至前台，等客人办好登记后，再送到房间，同时应建议（提醒）客人把贵重物品放入酒店保险箱保存。如果是团队的行李，应由行李员点清件数，由领队或导游确认签字，再分别送往客人房间。团队离开时，应当提前收集行李，由领队或导游确认签字后再送往机场、车站或码头，搬运时，一定要小心轻放。旅客外出旅行时，应把自己的行李贴上醒目的标签，以便让人辨认，应当用结实耐用的旅行箱或旅行包，最好上锁，加固，以免搬运时破碎，丢失财物带来不便。二、核心词语bellman/bellhop 行李员 pack 包装suitcase 箱子、行李 lock/unlock 上锁、锁baggage/luggage 行李 safe box 保险箱a piece of 一件 baggage office/room 行李房belongings 行李 show sb. the way 带某人去help sb. with sth.帮某人提/拿 deliver 护送put/place 放 trunk 汽车尾部的行李箱turn on /off 打开/关上 collect 收回come for 来取 slippery 光滑的be sent up 送来 deposit 保管处sign 签字 perishable 易坏的wait for 等待 describe 描述；说明transfer 移转 label/tag 标签pick up 领取 revolving door 旋转门attach to 贴/附属 business card 名片delay 耽搁 cloakroom 寄物处immediately 立即 valuables 贵重物品三、句型范例1. How many pieces of baggage do you have? 您有几件行李？2. Ill show you to the Front Desk. This way, please. 我带您去前台，请跟我来。3. Ill show you to your room. 我带您到房间。4. Is there anything valuable or breakable in your bag? 您的袋子里有什么贵重物或易碎的东西吗？5. Please take the elevator on your right. 请搭乘您右边的电梯。6. After you, sir/maam. 先生/女士，您先上。7. Watch your step, please. 请小心走。8. May I put your bags here? 我可以把行李放在这儿吗？9. Just put them anywhere. 随便搁着吧。10. All stationeries are in this desk drawer. 所有的文具都在则和书桌抽屉里。11. Shall I turn the cooling (heating) up/down? 要把冷气（暖气）调低/高一点吗？12 Here is a brochure explaining hotel services. 这儿有说明饭店的服务手册。13. Could you pick up my baggage, please? 请帮我拿行李，好吗？14. This is your claim bag, sir. 这是您的取物条，先生。15. Could you make sure that your bags are packed before you leave? 请您确定在您离开前行李打好包了没有？16. Id like to leave this with you. 我想把这个放在您这儿。17. Just a moment, please. Ill bring a baggage cart. （英国用trolley） 请稍等，我去拿一辆行李车。18. Is this your baggage? 这是您的行李吗？19. Is this all your baggage？ 这是您所有的行李吗？20. Is this all you have? 这是您所有的东西吗？21. Would your mind taking these bottles with you? 您介意自己拿这些瓶子吗？22. Could you take this camera with you, sir? 先生，您自己拿这台照相机好吗？23. Going up, sir. (Going down, sir.) 上去，先生。（下去，先生。）24. Next car, please.（人满了）请搭下一班。25. Please take this elevator for the restaurant. 请搭这部电梯去餐厅。26. This doesnt stop at the second floor. 二楼不停。27. This elevator does not go up to the guest rooms. 这部电梯不到客房。28. It is an express elevator for the restaurants. 这是直达餐厅的电梯。29. If you would like to go to the restaurants on the top floor, please change elevators at the 15th Floor. 如果您想上楼顶的餐馆，请到15层换电梯。30. Room Service is available from 6 a.m. 从早上六点起就有客房服务。31. The Coffee Shop serves breakfast from 6 a.m. until 10 a.m. 咖啡厅从早上六点起供应早餐，一直到十点打烊。32. Your bags may be picked up from the Bell Captains Desk. 您可以到服务台领取行李。33. Could you come down to the Bell Captains Desk with your claim tag to pick up your bags, sir? 先生，请带着取物条到楼下服务台领取行李好吗？34. Please pick up (ask for) a long-term storage tag at the Bell Captains Desk. 请到服务台领取长期服务证。35. What time will you be checking out? 您什么时候要结账？36. Could you make sure that your bags are packed before you leave? 请您在离开前确定行李打包好了没有？37. I hope you have enjoyed your stay. 但愿您停留期间一切还愉快。38. May I see some identification, please? 请让我看看身份证好吗？39. Id like to leave this with you. 我想把这个寄放在你这儿。40. This cloakroom is open until 9 a.m. 本寄物处开放到下午九点。41. You may collect it there. 您可以去那儿领取。42. May I have your tag, please? 请把取物牌给我好吗？43. Could you check that everything is there？ 请检查东西是不是都在呢？44. There are safety deposit boxes at the Front Desk. 柜台有存放贵重物品的保险柜。45. Im afraid we cannot accept perishable goods here. 我们这里恐怕不能受理易腐败的物品。46. Good evening, sir. Are you checking in？ 先生，晚安。您要登记住宿吗？47. Do you have any baggage in the trunk？ 有没有行李放在行李箱里？48. Is this everything, sir? 先生，东西全放在这儿吗？49. May I help you with your bags, sir? 先生，我帮您提行李好吗？50. How many bags do you have in all? 您一共有多少件行李？51. Its slippery. Please mind your feet. 地很滑，请小心走。52. Please mind your head. 小心您的头。53. Please mind your hands in the revolving door. 过旋转门时小心您的手。54. Please go in by the door on the left. 请从左边的门进去。55. Would you like me to give directions to the taxi driver? 要我向计程车司机说明吗？56. Please show this card to the driver when you return to the hotel. 您要回旅馆时，请给司机看这张名片。四、情景对话1.帮旅客提行李至服务台Dialogue: B=Bellman(为旅客搬送行李的)服务生 G=Guest 旅客B: Good evening, sir. Welcome to the Ambassador Hotel. 先生，晚安。欢迎到国宾大饭店。G: Thank you. 谢谢。B: How many pieces of luggage do you have? 您有多少件行李？G: Just these three. 只有这三件。B: Two suitcases and one bag. Is that right? 两个旅行箱和一个袋子对吗？G: Yes. Thats all. 是的，就是这些。B: Ill show you to the Front Desk. This way, please. I will put your bags by the post over there. 我带您到柜台，请跟我来。 我把您的袋子放在那儿的柱子旁边。G: I see thanks. 好的，谢谢。B: A bellman will show you to your room when you have finished checking in. 您办完住宿登记时，服务生会带您到房间去。G: O.K. Fine. 好的。B：Please enjoy your stay. 请好好休息。2. 帮旅客提行李至房间Dialogue: B=Bellman（为旅客搬运行李的）服务生 G=Guest 旅客B: Good evening, sir. Ill show you to your room. You have two suitcases and one bag. Is that right? 先生，晚安。我带您到房间去。您有两个旅行箱和一个袋子，对吧？G: Yes, thats right. 对的。B: Is there anything valuable or breakable in your bag? 您的袋子里有什么贵重或易碎的东西吗？G: Yes, theres a bottle of whisky. 有，有一瓶威士忌。B: Could you carry this bag, sir? Im afraid the contents might break. 先生，您自己提这个袋子好吗？我怕里面的东西会破。G: Sure, no problem. 好的，没问题。B: Thank you, sir. May I have your room key, please? 谢谢您，先生。请给我房间的钥匙好吗？G: Yes. Here you are. 好的，在这儿。B: Thank you, sir. Your room is on the 12th Floor. Please follow me. 谢谢您，先生。您的房间在12楼，请跟我来。3. 带旅客乘搭电梯Dialogue: B=Bellman（为旅客搬运行李的）服务生 G=Guest 旅客B: Your elevator is this way. 您的电梯在这边。G: I see. 哦。B: The elevators on the right are the express ones to the tenth Floor and above. The elevators on the left go to the tenth Floor only. They stop at every floor. Your room is on the twelfth Floor. Please take the elevator on your right. After you, sir. 右边是10号楼以上的直达电梯。左边的电梯只到10楼，每一楼都停。您的房间在12楼，请搭乘您右边的电梯。先生，您先上。G: Thanks. 谢谢。4.行李提到房间后Dialogue: B=Bellman G=GuestB: This is your room. (Unlocks door and switches on light) After you, sir. May I put your bags here？ 这是您的房间。 （打开门锁，捻亮电灯） 先生，您先走。我可以把行李放在这儿吗？G: Sure. Just put them anywhere. 当然可以。随便搁着吧。B: Here is your room key; is this the correct number of bags? 这是房间的钥匙。行李的件数正确吗？G: Lets see. Yes, thats all. 我看看。对，就是这些。B: May I hang your coat in the closet, sir? 我把您的外套挂进壁橱里好吗？G: Ah, yes. Please do! 嗯，好的。麻烦你。B: Shall I open the curtains for you? 要我帮您打开窗户吗？G: Yes, thats a good idea. 好的，真是好主意。G: I want to send a cable; will you get me the cable form? 我要拍一通电报，帮我拿点报表来好吗？B: All stationeries are in this desk drawer, sir. 先生，所有的文具都在这个书桌的抽屉里。G: Thats fine. Ill call you when it is ready. 好，我写好时会叫你过来。B: Yes, sir. Anything else (I can do), sir? 是的，先生。还有别的事吗？G: No, I guess thats all (for the time being). 没有了，（暂时）就这些。G: Yes, coming. Who is it? 来了，哪一位?B: The bellman, sir. I have brought your baggage. 先生，我是服务生，帮您把行李送来了。G: Fine. Come in. 好的，请进。B: Were very sorry for the delay, sir. May I put it (your bags) here? 对不起，先生，耽搁了一下。我把行李放在这儿好吗？G: Sure. 好的。B: Is this everything, sir? 先生，这是所有的行李吗？G: Yes, thats right. 是的。B: Enjoy your stay with us, sir. 先生，好好休息。5. 送错旅客的行李时Dialogue: BC=Bell Captain旅馆服务生领班 G=Guest 旅客BC: This is the Bell Captains Desk. May I help you? 服务台，能为您效劳吗?G: Yes, Ive been waiting for my bags to be sent up for the last half hour. Where are they? 是这样的，我等行李送上来至少等了半小时，行李哪里去了？BC: I very sorry to hear that, maam. May I have your name and room number, please? 女士，非常抱歉，可以请问您的芳名和房间号码吗？G: Yes, its Brandeis. Room#2312. 好的，我是2312号房的布兰黛丝。BC: How many pieces did you have, maam? 女士，您有多少件行李？G: Two suitcases and a shoulder bag. 两个旅行箱和一个手提包。BC: Could you describe them, please? 请描述一下好吗？G: The suitcases are pale blue leather and the shoulder bag is dark brown. 旅行箱是浅蓝色皮质的，手提包是深咖啡色的。BC: Is there a name tag attached to them, maam? 上面有没有贴上姓名的签条？G: Yes, they all have tags on them. 有的，每一件都有签条。BC: Were very sorry for the delay, maam. Ill check immediately and call you back. 女士，对不起。耽误了您的时间，我立刻检查并给您回电。G: This is the Bell Captain. Your bags are on the way now. Were very sorry for the inconvenience. 我是服务生领班。您的行李正给您送去。很抱歉给您带来不便。BC: How long will it take him? 还需要多久？G: About five minutes, maam. 大概五分钟，女士。BC: I see, all right. Thank you. Bye! 哦，好。谢谢你，再见！G: Goodbye, maam. 再见，女士。6.遗失领物凭证Dialogue: B=Bellman 服务生 G=Guest 旅客B: Good afternoon, sir. May I help you?午安，能为您效劳吗？G: Yes, I left my jacket with you this morning but Ive lost the tag for it.是的，我今天早上把夹克寄放在你这儿，可是我把取物牌丢了。B: I see, sir. Do you remember the tags number or color?哦，先生，您己的牌子的号码或颜色吗？G: Im afraid not .I think it was blue but Im sure.恐怕记不得了。大概是蓝色的，但是我不确定。B: Did you leave it at this cloakroom, sir?先生，您是寄放在本存物处吗？C: Yes.是的。B: Could you describe the jacket, please?请您描述一下那件夹克的样子好吗？G: Yes, its a beige corduroy jacket with a brown checked lining. 那是件灰褐色的灯心绒夹克，上面有咖啡色格子花纹线条。B: Is there anything in the pockets, sir? 先生，口袋里有没有东西？G: Lets see. There should be a light blue handkerchief, a key chain and some business cards in the pocket. The label says “St .Michael”.我想想看，口袋里应该有一条浅蓝色的手帕，一个钥匙链和一些名片。标签上写着“St .Michael”.B: Is your name marked on the jacket, sir? 先生，夹克上面有没有标注您的姓名？G: No, I dont think so. 不，我想没有。B: May I see some identification, please? 我可以看一下您的身份证明吗？G: Well, heres my card but why all the questions? 哦，这是我的名片，你为什么要问这些问题呢？B: We have many similar jackets in the cloakroom and we might make a mistake. 本存物处有许多类似的夹克，我们可能会搞错。G: I see. 我懂了。B: Just a moment, please. Ill check for you. Thank you for waiting, sir. Is this your jacket?请稍等，我帮您查查看。 让您久等了，先生，这是您的夹克吗？G: Thats the one. Sorry for all the trouble. 就是这件，抱歉这样麻烦你。B: Not at all, sir. Have a nice day. 不客气，先生，祝您愉快。柜台为旅客所提供广播服务，传呼方式为： Paging for Mr. / Mrs. / Miss of Room, you have a visitor (telephone). Please contact With Front Desk (operator). Thank you. -房号，-先生(小姐），您有访客（电话）请与柜台（总机）联络，谢谢！ 7.帮旅客办事Dialogue: B=Bellman（为旅客搬行李的）服务生 G=Guest 旅客B: （knocks at the door）（敲门）G: Come in. Will you have these cable and letters sent? How much will they be? 请进，帮我邮寄电报和信件好吗？总共要多少钱？B: Sorry, I cant say, well let you know later. 抱歉，我不知道，稍后再告诉您。G: Well, never mind. Just have them charged. I want to send this box to Stateside. You get me some wrapping paper and cord.哦，没关系。就让它们记账好了。我要把这个盒子寄回美国，你帮我找些包装纸和绳子来。B: Yes, madam. Will these do? 是的，女士。这些可以吗？G: Let me see them Im afraid this paper isnt quite large enough. 让我看看。这张纸可能不够大。B: I see, Ill find something better. 哦，我再找张更好的来。G: That looks better. Now, will you do this up for me? 那张纸看起来好多了。你帮我弄上来好吗？B: Yes, Is this all right? 好的，这样可以吗？G: That looks fine, you did a good job of it. Thank you. 看起来不错，你做的很好，谢谢。B: You are quite welcome. 不客气。G: Now I have to put down the address. Do you have anything that will write bold? 现在我必须写上地址，你有没有可以写上粗体字的笔。B: Yes, Ill get the magic ink. That ought to do. 有，我去拿奇异笔。那应该可以。G: Thats just the thing I need. Youll see. There! 这就是我要的东西。你看，就是这样。8.旅客退宿帮提行李出门Dialogue: BC=Bell Captain 服务生的领班G=Guest 旅客 B=Bellman(为旅客搬运行李的)服务生BC: This is the Bell Captains Desk. May I help you? 服务台，能为您效劳吗？G: Im going to check out soon. Could you pick up my luggage, please? 我马上要退宿，请来帮我拿行李好吗？BC: Certainly, sir. May I have your room number, please? 好的，先生。请告诉我您的房间号码好吗？G: Yes, its #2932. 好的，2932号房。BC: Room #2932. We will send a bellman immediately. Could you wait in your room, please? 2932号房，我立刻派服务生过去，请在房间等候好吗？B: Good morning, sir. Ive come for your bags. 先生，早安，我来取您的行李。G：Thank you. Could you take these two suitcases, please? Ill bring the shoulder bag with me. 谢谢，你拿这两个旅行箱好吗？我自己拿着手提包。B: Certainly, sir. Tow suitcases? 当然好，先生。两个旅行箱吗？G: Yes. 是的。B: Is there anything valuable or breakable in them? 里面有什么贵重或易碎物品吗？G: No. 没有。B: This is your claim tag, sir. We will keep your bags at the Bell Captains Desk. Could you pick them up there, please? 这是您的取物条。我们会将您的行李存放在服务台，请到那儿领取好吗？G: Certainly. 好的。B: Thank you, sir. 谢谢您，先生。 9. 旅馆离店要求提行李Dialogue: B=Bellman（为旅客搬行李的）服务生 G=Guest 旅客G: Hello. Is this the Bell Captains Desk? 喂,是服务台吗? BC: Speaking. May I help you? 是的,能为您效劳吗？G: Yes. Ill be checking out in about an hour. But Id like to have lunch before then. Could you arrange to have my bags brought down while Im out? 我再一个小时左右要结账。但结账之前，我想先去吃午饭。我出去时，你是否可以安排把我的行李运下来呢？BC: Certainly, sir. May I have your room number, please? 好的，先生。请告诉我您的房间号码好吗？G: #2824. 2824室。BC: What time will you be checking out? 您什么时候要结账？G: Around 11:30 a.m. 大约早11点半。BC: I see, sir, Could you make sure that your bags are packed before you leave? 我知道了，先生请您在离开之前确定行李打好了包没有？G: Sure. 好的。BC: You may collect your bags from the Bell Captains Desk in the Lobby. I hope you have enjoyed your stay. 您可以在大厅的服务领取行李，但愿您停留期一切还愉快。 10. 提取行李时Dialogue: B=Bellman（为旅客搬行李的）服务生 G=Guest 旅客 G: I asked for my bags to be picked up from my room. Do you have them? 我要求到我房间取行李，你们拿来吗？BC: Certainly, sir. May I see your room key, please? 当然，先生。请把房间钥匙拿给我看好吗？G: I dont have it. Ive already checked out. 我没有钥匙，我已经退房了。BC: I see. May I see your final bill then, sir? 我知道了，先生，那么我可以看看您的收据吗？G: Sure, here you are. 当然可以，在这儿。BC: Thank you, sir. A bellman will bring your bags, just a moment, please. 先生，谢谢。服务生会把您的行李送过来，请稍等。11. 旅客寄存提领物件时Dialogue: B=Bellman（为旅客搬行李的）服务生 G=Guest 旅客G: I left my bag with you this morning. 我今天早上把袋子寄放在你这里。B: Certainly, sir. May I have your tag, please? 好的。先生，请把取物牌给我好吗？G: Sure. Here you are. 好的，在这儿。B: Thank you, sir. Just a moment, please. Thank you for waiting, sir. Is this everything? 谢谢，请稍候。 让您久等了，先生。东西全都在吗？G: Yes, thats all there was. Thanks a lot. 是的，就是这些，多谢你。B: Youre welcome, sir. 不客气，先生。B: This cloakroom is open until 9 p.m. 本寄物处开放到下午9点。G: Oh, Dear! I wont be back until about 10:30 tonight. Where can I pick up my bag? 糟糕！我今晚10点半左右才回来。我到哪里领取袋子呢？B: We will transfer your bag to the Lobby Floor Cloakroom. You may collect it there, maam. 我们会将您的袋子转交给一楼大厅的寄物处。女士，您可以去那儿领取。G: I see. Thanks a lot. 我知道了，非常谢谢。B: Youre welcome. 不客气。G: Id like to leave this with you. 我想把这个寄放在你这儿。B: Certainly, maam. Is there anything valuable or breakable in your bag? 好的，女士。请问袋子里有没有贵重或易碎物品。G: No. 没有。B: Thank you. Here is your tag #33. 谢谢。这是您的33号取物牌。G: When does the cloakroom close? 寄物处几点关门？12. 旅客与酒店门房对话Dialogue: D = Doorman 门房 G = Guest 旅客F: Good afternoon, sir. Welcome to the Grand Hotel? 先生，午安。欢迎光临圆山大酒店。G: Thank you. 谢谢。D: Are you checking in, sir? 先生，您要登记住宿吗？G: Yes, where is the Front Desk? 是的，柜台在哪儿？D: Ill show you the way, sir. This way, please. 我带您去，先生，请走这边。G: OK. 好的。五、语言指南1，在日常用语中，为了简洁、省时，往往用简单句，简单句可是一个单词，或一个短语。最常用是：Yes, no, oh, OK, Cheers, Done 等等。2，简单句还常常体现在成语和习惯语的使用中，如： After you, please. This way.No hurry.Take care.Look out.Oh, my god / goddess.3，简单句最常用的还是在对话中，因为有上下文，一般不会产生歧义。如：Ready?Yes.Go ahead.Some more?No, thanks.Yes, please.Going up / down? (上 / 下楼梯吗)Out 出去In 近来因此，在不失礼貌的情况下，可以放心地使用简单句和短语。4， 口语里常用来表示短暂的未来，如： Im checking out. He is coming. Are you leaving at eight 等等。5， please 可以说是口语里用得最多的词之一。可放在句首，句中和句尾。如： Please take a seat. Would you please sit down? Be seated, please. 还是可以作动词， 如： She is hard to please. 她难以取悦。 Do what you please. 随你的便。6，Pick up 表示拿起，捡起，也可表示搭载，如常pick the boy up. 还可以表示慢慢学会，如： I picked up my English by watching TV.7， Thats all right 相当于 Its nothing, Never mind. 表示不要紧，没关系。8, ought to 相当于情态动词 should. 如： Ought I to go there alone? （我必须独自去那儿吗？）Yes, you ought (to). (是的，你必须。)9, something better 为定语后置，尤其是在something, anything, nothing 之后，如： Is there anything new （有新的消息吗？） He has nothing important to do. （他无要事可干）。10，notuntil 直到才。 不能延续的动作的动词要加否定词 not: 如 Bob didnt come until seven. ( Bob直到七点钟才到) 但是每能延续的动词则不需用否定，如： Susan stayed in school until it got dark. （苏珊在学校一直呆到天黑）。10，当你听不懂时，不要害怕，可说： “ Im sorry. I dont understand. Ill get you the manager.” “对不起，我不明白，我找经理跟你谈谈。” “ Im sorry, I dont understand. Can you please show me?” “对不起，我不明白，你可以让我看看么？”11，为客人指方向时，可说： “Go straight ahead.” “请一直往前走。” “ Turn left / right at the first corner.” “到第一个拐弯处时，请向左 / 右 转。” “Go up the escalator.” “请从自动电梯上去。” “Go down to the lob