酒店前台接待情景对话

1、前台接待日常用语Part 1 Greetings第一部分问候1. WelcometohaiyattgardenHotel.Im*,whatshouldIcallyou,please?欢迎光临海悦酒店。我是*,请问我该怎么称呼你呢？2. Goodmorning/afternoon/evening,Sir/Madame.WhatcanIdoforyou?先生/女士，你好！请问我能为您做点什么？3. Mynameis*,isthereanythingelseIcandoforyou,justletmeknow.我叫*,如果需要我为您做些什么，请告诉我。4.Ifyouhaveanyproblems,p

2、leasefeelfreetocontactus.如果你有任何需要，请随时联系我们。Part 2 HelpingtoCheck-in第二部分帮助入住1. PleasehaveaseatforawhileIllhelpyouwiththecheck-inprocedure.请在那边稍坐一会儿，我将会为您办理入住手续。2. Wouldyoupleasegivemeyourpassportandcreditcard?,Illreturnthemtoyourightawayafterthecheck-inprocedure.请把您的护照和信用卡交给我。办完入住手续后，我会马上归还给您。3. Howma

3、nynightswillyoustaythistime?这次入住您会住多少天？4. Whichroomwouldyoulike,smokingroomornon-smokingroom?您是要吸烟房间还是不吸烟房间？5. Excuseme,Sir/Madame.Howwouldyouliketopaythedeposit,togetherorseparately?先生/女士，不好意思，打搅一下。请问您是要分开付押金还是一起付呢？6. Hereisyourroomkeyandthebreakfastcoupon.Wouldyoupleasesignhere?这是您的房卡和早餐券。请您在这里签个名

4、好吗？7. Hereareyourpassportandthecreditcard.YoucangouptotheroomnowIhopeyouenjoyyourstaywithus.这是给回您的护照和信用卡。现在您可以上房间了。希望您在这里居住愉快。Part 3 ProvidingServiceDuringStaying第三部分居停期间提供服务1. RegularService常规服务(1) Pleasewaitasecond.Illtransferitforyou.请稍等一下。马上为你转接过去。(2) Becauseyouarecheckingouttwodaysearly,Youneed

5、togiveustwocashvouchersback.您比原定退房的时间提前了两天，所以我们需要收回二张现金券。(3) Thereisagreatgardenandpondbehindthehotel,whichissuitableforexercisejoggingandwalking.酒店后面有很漂亮的花园和水塘，那里是非常适合跑步(锻炼身体)和散步的地方。(4) Thismoneyisdamaged.Imafraidwecantchangeit,thisisaccordingtothehotelregulation.(hotelrules-)您的钱(纸币)上有裂口(污迹)，按酒店的规定

6、，我们不能为您兑换。(5) Imsorrythatyoucouldnotgetcashbycreditcardhere.Icanbookacartakeyoutothebanktogetsomecash.不好意思，酒店规定不可以用信用卡来套取现金，如果您需要，我可以安排车送您去银行(ATM机)上提取现金。(6) Whatdenominationswouldyoulike?你想要什么面值的人民币呢？(7)Imsorry,butwedonotacceptthedollarswithCB.对不起，我们这里不收CB版的美金。(8)-CanIfaxthispaper?我可以传真这份文件吗？=Certai

7、nly,sir.Wheredoyouwanttofaxitto?当然可以，先生。请问是传真到哪里的？-Howwouldyouliketopayforit,sir?你打算怎样付款呢，先生？=Couldyouchargeittomyroombill?可记在我的客房账单内吗？-Sure.Hereisyourfaxrecord,Sir.Wouldyoupleasesignhere?当然。这是你的传真记录，先生，麻烦你在这里签名好吗？(9) .Couldyoupleasesendacartotheairporttopickmeup?你能安排一辆车到机场接我吗？(10) .Couldyoupleasegi

8、veusyourflightNo.?你能告诉我您的航班号吗？2. Reminder提醒(1) Itsbetterforyoutowearmoreclothes,becauseitsprettycoldoutside.外面天气很冷，你最好穿多些衣服。(2) Youlooktired,Youdbettergotobedearliertonightifyoucan.你看上去很累，今晚最好早点休息。(3) Todayisarainydayandthefloorisslipperysopleasebecareful.今天外面在下雨，地面很滑走路时请多加小心。1、InternetService网络服务(1

9、) ThereisfreebroadbandInternetaccessineveryroom,connectorplugisonthedesk.写字台上有宽带插头，您可以随便使用。(2) Thereisalittletroubleinthecomputerservicecenter,sotheInternetisdisconnectedtemporarily.Pleasewaitawhile,Itllberecoveredsoon.对不起，酒店的电脑服务中心出现了一点小故障，房间暂时不上了网，请稍候一下就会恢复正常。3)Ok,Illarrangeacompengineertohelpyou.

10、好的，我马上安排电脑员上去帮您。2、 AbouttheLaundry关于洗衣(1) Thelaundrycollectedbetween8amto6pmwillbereturnedatmidnightonthesameday;whiletheonecollectedbetween6pmto8amwillbereturnedat2pmonthenextday.上午八点到下午两点接洗衣将会在当天午夜前送回；而下午两点到次日八点的洗衣将会在第二日下午两点之前送回。(2) Forthelaundry,theregularserviceiswithin8hoursandtheexpressservice

11、iswithin5hours.普洗服务是八小时内送回，而快洗是5小时。(3) Thereisastainonyourclothes,andwelltryourbesttogetridofit.However,Icantguaranteethatwecanremoveittotally.您的衣服上有很难洗掉的污迹，我们会尽最大的努力去处理，但不能保证一定可以处理掉。(4)-Couldyousendsomeoneupformylaundry,please?请派人到我房间取要洗的衣服，好吗？=Certainly,sir.Ourroomattendantwillbeupinaminute.好的，我们的

12、服务员马上到。3、 MedicalService医疗服务(1) Youdontlookverywelltoday.Whatseemstobewrong?你看上去有些不舒服，还好吧？(2) Ifeeldizzyandhaveasorethroatbesides,Icannotsleepwellrecently?我感到头晕，喉咙痛。还有，最近都睡不好。(3) Dontworry,Iwillarrangeadocortolookafteryou.不要担心，我将立即安排医生照顾你。(4) Anyothersymptoms?Likestomachache,coughing,ornausea?还有其他症状

13、吗？比如胃痛、咳嗽或者恶心？(5) Thedoctorsaidyouhavegottheflu.Shellprescribesomemedicineforyou.taketwotabletsatatime,threetimesaday.Youdbetterstayinbedforoneortwodays.医生说你感冒了。她会给你开药。这药每次吃两片，每天三次，并建议你最好在床上休息一两天。(6) -Aretheystrong?=Yes.Theymaymakeyoualittledrowsy.Bytheway,youshouldbesuretotakethemafteryoueat.一药性强吗？

14、=是的，会让你犯困。还有，你得在用餐完毕后才能吃药。(7) Canyougivemesomemedicineforheartburn?你可以给点胃药给我吗？(8) Imafraidthedoctorcantgiveyoumedicineforthatunlessyoutellheraboutyourhistoryofstomachache?如果你不告诉医生你是否有胃病史，恐怕他不能随便给你胃药。(9) Well,Idohavegastritisfortwoyears.恩，我确实有两年的胃病。(10) Sinceyourbloodpressureishigherthannormal,couldy

15、outellthedoctorwhetheryouhavediabetes?你的血压偏高，请问你是否有糖尿病？(11) Howistheacidinyourstomach?Istheacidfeelingverystrong?胃酸的强度怎么样？你是否感觉十分强烈？(12) Areyoutakingothermedicineatpresent?Pleaseletusknowjustincaseofchemicalreaction.你最近有没有服用其它药物？为了防止药品之间产生不好的化学反应请告诉我们。(13) Areyoufeelingbetternow,Sir?先生，你好些了吗？(14)-Wh

16、athappenedtoyourleg,Sir?先生，你的腿怎么呢？=Itrippedandfellinthebathroom.我不小心在浴室摔倒了。-Pleasedontworry,Illaskthedoctortogotoseeyourightaway.请不要担心，我马上叫医生过去。Part 4 Apologize第四部分道歉1. Imverysorry.Therecouldhavebeenamistake,andIdoapologizeforthat.很抱歉。出了错误，我应当道歉。2. Iassureyouitwonthappenagain.我保证此类事情不会在发生。3. Idoapol

17、ogizeforinconvenienceonbehalfofourhotel.对您造成的不便，我谨代表酒店向您道歉。4. Imsorrytotellyouthatyourmedicinebottle(cosmeticbottle)wasbrokenbyaccident.Isincerelyapologizeforthat.非常抱歉，服务员在为您清理房间时，不小心打碎了你的药瓶（化妆品瓶子）。5. Imsorrytohearthat.Thatsunusual.Illlookintothematteratonce.很抱歉，这很不寻常，我立刻去调查一下。6. Imverysorry.Ihopeyo

18、urenothurtPleaseforgiveme.对不起，你没事吧，请原谅我。7. IdeeplyapologizeMadam,wouldyoucaretosendthisdressfordry-cleaning?Nochargeofcourse.我们深感抱歉，小姐。请你把衣服拿去干洗，一切费用，由酒店负担。8.ImterriblysorryPleasedoacceptourapology.Welldoourbest.M请接受我们的道歉,我们会尽快想办法9. Imsorryforthat.willasktherepairmantofixitnow.真是抱歉，我马上安排人去修理。Part 5 TheDamage第五部分赔偿1. Imafraidyoullhavetopayforthedamaged得赔偿损失。2. Imafraidyouhavetopayforthebrokenchairaccor