Hotel English training materials.docx
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HotelEnglishtrainingmaterials
Unit1RoomReservation
Lesson1
I.IMPORTANTWORDS
Advancereservation提前预订
Reserve预订
Doubleroom大床房
Singleroom单人房
Twinroom双人房
Kingsize大床房
Queensize稍大房
Standard标准房
Superior高级房
Deluxe豪华房
Suite套房
Presidentialsuite总统套房
Available可用的
Availability可用（房）
Booking预订
Cancellation取消
Amendment改善，修正案
BFR最优弹性价bestflexiblerate
Tariff收费表
Corporaterate公司协同价
Specialrate特殊价
Discount折扣
Package包价
Travelagent旅行社
F.I.T.散客
walk-in未预定的客人
connectingrooms连通房
handicaproom残疾人房
Adjoiningrooms隔壁房
Non-smokingroom无烟房
Extend延期
Pick-up接机
Dropoff送机
See-off告别
Ondaybooking当天预订
Applicationform申请表
Double-booking重复预订
Guaranteed担保
Non-guaranteed无担保
Payment支付方式
Cash/Creditcard/Advancedeposit/Cheque/Voucher
II.USEFULSENTENCES
∙Goodmorning/afternoon/evening.Reservations.XXXspeaking.HowmayIhelpyou?
∙Forwhichdates,please?
∙Isitjustfortonight?
∙Whattimewillyoubearriving?
∙Whichdatewouldthatbe?
∙Howmanypeoplearethereinyourparty?
∙
Forhowmanypeople?
∙Forhowmanynights?
∙Howlongdoyouintendtostay?
∙Howlongwillyoubestaying?
∙Howmanynightsdoyouwishtostay?
∙Forhowlong?
∙Whichkindofroomdoyouprefer?
∙I’dlikeaquietroomwithharborview.
∙Wehavesingleroom,doubleroomandsuite.
∙AsingleroomisUS$100pernight.Thereisalsoa15%servicecharge.
∙MayIknowyourname,please?
∙Couldyougivemeyourname,please?
∙MayIhaveyourtelephonenumber/contactnumber,please?
∙I’mafraidwehavenodoubleroomsavailable,butwecanofferyouatwinroom.
∙MayIhaveyourflightnumberandarrivaltime?
∙MayIarrangepick-up/seeoffserviceforyou?
Lesson2
Takingreservation1
III.DIALOGUE
C=Clerk房型—入住日期—住几天—房费，是否包含早餐—客人信息（姓名，电话）
G=Guest—担保—确认，核实信息—确认信—感谢预订
C:
Goodmorning.Reservations,Maryspeaking,howmayIhelpyou?
G:
Yes,I’dliketoreservearoom.
C:
Thankyou,sir.Whichdatewouldthatbe?
G:
FromOctober15th.
C：
Forhowmanynights?
G:
Forthreenights.
C:
Howmanyguestswilltherebeinyourparty?
G：
Justmywifeandmyself.
C：
Whichkindofroomwouldyouprefer,adoubleoratwin?
G：
Atwin,please.
C：
Couldyouholdtheline.Please?
I’willcheckourroomavailabilityforthosedays.Thankyouforwaiting.sir.WehavestandardtwinatUSD120.
G:
USD120,it’sOK.
C:
Certainly,sir.MayIhaveyourname,please?
G：
Yes,it’sCaruthersT.E
C:
Howdoyouspellthat,please?
G：
C-A-doublesR-U-T-H-E-R-S.
C:
Mr.Caruthers.MayIhaveyourphonenumberplease?
G：
Yes,thenumberis06-321-2256759.
C：
06－321－2256759.Whattimedoyouexpecttoarrive,Mr.Carruthers?
G：
Oh,around6p.m.Isuppose.
C:
I’dliketoconfirmyourreservation.AtwinroomforMr.andMrs.CarruthersatUSD120pernightforthreenightsfromOctober15th.toOctober17th.MynameisMaryandwearelookingforwardtoservingyou.
G:
Right.Thankyouverymuch.
C:
Youarewelcome.Mr.Caruthers.Good-bye.
Lesson3
Takingreservation2
C:
Goodmorning.Reservations,XXXspeaking.HowmayIhelpyou,sir?
G：
Yes,I’dliketoreservearoomformycolleague.
C：
Thankyou,sir.Whichdatewouldthatbe?
G：
Foroneweek.FromNovember1to7.
C：
Whichkindofroomwouldheprefer?
G：
Adouble.He’llbeaccompaniedwithhiswife.
C：
Couldyouholdtheline,please?
I’llcheckourroomavailabilityThankyouforwaiting.I’mafraidwehavenodoublerooms,butwedohavesometwinroomsatUSD100andUSD120available.
G：
TheoneatUSD100soundsfine.
C:
Certainly,sir.Mayweknowthenameofyourcolleagueandhiswife?
G：
Mr.andMrs.VernonWilliams.
C：
Thankyou.MayIhaveyournameandtelephonenumber,please?
G:
Yes,it’s5852311;extension1201.IworkinIBMTaiwanCorp.MynameisRobertSmith.
C：
Wedoofferspecialratesforyourcompany,Mr.Smith.Foratwinroomthereisa10%discount.Afterdiscount,therateisUSD90plus15%servicecharge,notincludingbreakfast.Andhowaboutpayment?
G：
Theywillpaybythemselves.
C:
Doyouknowtheirflightnumberandarrivaltime?
G:
Yes,it’sChinaAirline#412.Hisflightarrivesat3p.m.,soheshouldbethereby6p.m.attheearliest.
C:
Wouldyoulikeanytransportationserviceplease,Mr.Smith?
G:
No,thanks.
C:
Thankyouverymuch.I’dliketorepeatyourreservation.One
twinroomforMr.andMrs.VernonWilliamsfromNovember1sttoNovember7thatUSD90plus15%servicecharge,notincludingbreakfast.Isthatcorrect?
G:
That’sright.Thankyou.
C:
It’smypleasure.MynameisJohn.Ifyouhaveanyfurtherinquiries,pleaysedon’thesitatetocontactme
Lesson4
Whenfullybooked
C:
Whichdatewouldthatbe?
G:
ForApril18th,onenight.
C:
Couldyouholdtheline,please?
I’llcheckourroomavailabilityonthatday,Thankyouforwaiting,sir.I’mafraidourhotelisfullybookedonthatnight.Isitpossibleforyoutochangeyourreservationdate?
G:
No,that’snotpossible.CouldyourecommendanotherhotelnearYalongrBay?
C:
Yes,sir,IsuggesttheHolidayInnResort?
G:
Sure,CanyougivemeHolidayInnResort’stelephonenumber?
C:
Yes,Itis
G:
Thankyouverymuch.
C:
Wewouldliketoputyouonourwaitinglist,ifwehaveanycancellations,we’llcontactyouimmediately.MayIhaveyournameandyourtelephonenumberplease?
G:
JohnnyCheung,mynumberis013829906329.
C:
Thankyou,Mr.Cheung.Good-bye.
Amendment
C…
G:
Yes,mynameisAdams,andImadeareservationfor3nightsfrom5thMarch.I’dliketoextenditfortwomorenightsuntilthe9th.
C:
For5nightsfrom5thMarchuntil9thMarch.IsthatrightMr.Adams?
G:
That’sright.
C:
Willtherebeanychangeinyourroomtype?
Yourreservationisforatwinroom.
G:
No.
C:
Thankyou,Mr.Adams.Wewillextendthereservationforyou.Thankyouforcalling
Cancellation
C…
G:
I’dliketocancelareservation.
C:
Inwhosenamewasthereservation?
G:
ClaudeRigell.
C:
Howdoyouspellthat,please?
G:
R.I.G.E.doublesL.
C:
Whatwasthedateofthereservation?
G:
FromFebruary27thfor3nights.
C:
Excuseme,butisthereservationforyouorforanotherpath?
G:
It’sformyboss.
C:
MayIhaveyournameandphonenumber,please?
G:
Yes,it’sChristinaFabreandmynumberis00852-23761188
C:
Thankyou,Ms.Fabre.I’llcancelMr.Rigell’sreservationfromFeb.27thfor3nights.MynameisJohnsonandwelookforwardtoanotherchancetoserveyou.
Unit2FrontDesk
Lesson1
I.IMPORTANTWORDS
Lobby
Welcometo
Pardon
Firstname
Surname
Dateofbirth
Passport
Passportnumber
Visanumber
Expirydate
Permanentaddress
Checkin
Registration
Schedule
Arrivallist
Account
Signature
Total
Limousine
Change
Exchange
Currency
Discount
Benefit
Safe
Safetybox
Bill
Averagerate
Occupancy
Housekeeping
IIUSEFULSENTENCES
Checkin
∙Welcometo.
∙Goodmorning,sir.Welcometoourhotel.
∙Doyouhaveareservationwithus,sir?
∙Underwhatnamesir?
（Inwhosenamesir?
）
∙I’dliketocheck-in,please.
∙Certainlysir.I’llchecktheroomavailability.
∙Couldyoucompletetheregistrationcard,please?
∙Pleasefillintheregistrationform.
∙MayIhaveyourpassportforregistrationplease?
∙HowwouldyouliketosettleyourbillMr.Smith?
∙Howwouldyouliketopaybycashorcreditcardplease?
∙Wedon’thaveroomsavailableon8/F.Wehaveroomson7/F.
∙Itisanon-smokingfloor.WouldyoumindMr.Thomson?
∙Allright,Mr.Tan,I’llreferthistoourDutyManageronduty.
∙Ibegyourpardonmadam?
∙I’llcallyoubackassoonaspossible.
∙Formoreinformationonourlimousineservice,pleasecontactourconciergeatextension“__”.
∙Youcanenjoy40%discount,afterdiscount,yourroomrateis115USDollarsplus15&servicecharge,notincludingbreakfast.
∙IsthereanythingelseIcandoforyou,Mr.Johnson?
∙EnjoyyourstaywithusMr.Jackson.IfthereisanythingIcanhelpyou,pleasecallme.MynameisLinda.
∙OurHousekeepingwillsendtheadaptortoyourroomassoonaspossible.
∙Youcansignthebillinourhoteloutlets,andputyourchargeontoyourroomaccount.
]
Lesson2
CheckinService
Withreservation
R:
GoodAfternoon,sir.Welcometoourhotel,howmayIhelpyou?
G:
GoodAfternoon,MynameisJohnBlack,Ihaveareservation.
R:
Mr.Black,isyournamespeltBLACK?
G:
That’sright.
R:
Mr.Black,wouldyoupleaseconfirmthedetailsontheregistrationcard,andprintyourEnglish/Chinesehomeaddresshere,thensigndownthebottom,youarestayingwithustwonights,leavingonthe22nd,isthatright?
G:
Yes,That’sCorrect.
R:
Mr.Black,MayIhaveyourpassportorIDcardforregistrationandhowwouldyouliketosettleyourbill,bycreditcardorcash?
G:
Withvisacard.VISA
R:
MayIhaveyourcardsoIcantakeanimprintplease?
（ReturnIDandcreditcardtoguest）
G:
Certainly.
R;Mr.Black,thisisyourroomnumber（Figureouttheroomnumberonwelcomecar）,yourdeparturedateis22nd,andtheroomrateisBRM888,roomrateincludeONEBreakfastinCoffeeShopfrom6:
30to10:
30am.
R:
Mr.Black,Ihopeyouenjoyyourstaywithus;mynameisRobert,foranyassistancepleasecallsmeatextension_____,Enjoystaywithus.
OurbellboyPeterwillshowyoutoyourroom.
Check-inforGroupC=Clerk
TL=TourLeader
C:
Goodafternoon.WhoistheTourLeader,please?
TL:
That’sme.
C:
Howareyou?
MynameisSteveoftheFrontDesk.WelcometoourHotel.I’dliketoreconfirmtheschedulefortheperiodofyourstay.
TL:
Isee.
C:
You’vemadeareservationfor10twinroomsfortoday,justonenight.Isthere
anychange?
TL:
No.
C:
Yourcheckouttimeisat8:
00tomorrowmorning.Hastherebeenanychan
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