培训前台接待英语Front Desk English.docx

培训前台接待英语Front Desk English.docx

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培训前台接待英语FrontDeskEnglish

FrontDeskEnglish

酒店前台英语

MissionHillsGolfClub

TrainingOffice

April,2008

PartIConversationalEnglishforReceptionists

vSituationalDialogues

ØMakingRoomsReservations2

ØCheckingIn4

ØChangingRooms6

ØAnsweringInquiries7

ØHelpingtoLookforSomeone7

ØHelpingtoLookingforBaggage8

ØReceivingVisitors8

ØGivingOtherServices9

vCommonlyUsedExpressions10

PartIIConversationalEnglishforCashiers

vSituationalDialogues

ØExchangingMoney11

ØSettingaBillbyCash12

ØSettingaBillbyCreditCard12

ØSettingaBillbyTraveler’sCheques13

ØSeparatingBills13

ØCheckingtheItems14

vCommonlyUsedExpressions14

PartIConversationalEnglishforReceptionists

SituationalDialogues

MakingRoomsReservations

DialogueOne:

WalkInGuest

Receptionist:

Goodmorning,Madam.MayIhelpyou?

Guest:

Goodmorning.I’dliketoreservesomeroomsfora（tourist）party.

Receptionist:

Certainly.Wehavevarioustypesofroom.Wehaveking-sizebedsinglerooms,double

roomsandsuites,etc.Whichkindofroomwould

youliketoreserve?

Hereisthetarifftoour

hotel.

Guest:

That’sgreat.I’dliketobookthreePremier

singleRooms,fivedoubleroomsandtwo

GrandPremierSuites.

Receptionist:

Yes,madam.Forwhichdateswouldyouliketobooktheroomsplease?

Guest:

Fromtomorrowtill28th.That’sfivedaysinall.

Receptionist:

Isee.Nowpleasefillouttheform.

Guest:

Hereyouare.Iseverythingdone?

Receptionist:

Yes,Ms.XX,adepositofUS$1,000isrequiredtoconfirmthisbooking.

Guest:

Noproblem.Hereyouare.

Receptionist:

Thankyou.Pleasekeepthisreceiptforcheckintomorrowmorning.

Guest:

Thankyou.Bytheway,isthereanypreferentialratefortheparty?

Receptionist:

Yes,thereisa10percentdiscount.

Guest:

That’swonderful.Thankyouverymuch.

Receptionist:

You’rewelcome.Ihopeallofyouwillhaveanicestayhere.

DialogueTwo（RegularGuest-incomingcall）

Receptionist:

Goodafternoon,Reception.MayIhelpyou?

Guest:

Goodafternoon.I’dliketomakeareservationatyourhotel.

Receptionist:

Certainly.MayIhaveyourname,please?

Guest:

Yes,itisBlake,JohnBlake.

Receptionist:

Thankyou.Mr.Blake,gladtohearfromyouagain!

Whenwouldyouliketoreservethe

roomforandhowmanynightswillyoustay?

Guest:

FromMay10to16,sevennights.

Receptionist:

Howmanyguestswilltherebe?

Guest:

We’llbefouraltogether.

Receptionist:

Allright.Whatkindsofroomswouldyoulike?

Guest:

Twosingleroomsandonedoubleroom.

Receptionist:

Mr.Blake,wouldyouprefertheroomsfacingthegolfcourseasusual?

Guest:

IthinkIprefertheroomsfacingthegolfcourse.

Receptionist:

Noproblem.Bytheway,whattimewillyouarrive?

Guest:

About4（o’clock）pm.

Receptionist:

Verygood.SeeyouonMay10.

Guest:

Seeyouthen.

DialogueThree

Receptionist:

Goodevening,sir.MayIhelpyou?

Guest:

I’dlikeasingleroomfortwonights.

Receptionist:

Haveyoumadeanyreservationwithus?

Guest:

I’msorryIhaven’t.

Receptionist:

I’msorrytotellyouthatalltheroomsarefullybooked.Therearenovacantrooms.It

isthebusyseasonforgolfing.

Guest:

Canyourecommendanotherhotelforme?

Receptionist:

LetmephoneHotelPalaisRoyale（名冠金凯悦）…Youarelucky,sir.Thehotelisnotfull.

Guest:

Couldyoutellmehowtogetthere?

Receptionist:

Itwouldbemoreconvenienttotakeataxitogetthere.

Guest:

Howlongdoesittake?

Reception:

It’sjustabout15minutes’drive.

Guest:

Yes,Ineedataxi.Thankyou.

Receptionist:

You’rewelcome.Justamomentplease,I’llgetourbellboyheretohelpyourightaway.

…

DialogueFour

Receptionist:

Goodmorning,sir.WhatcanIdoforyou?

Guest:

MayIaskyousomequestions?

Receptionist:

Yes,please.HowcanIhelpyou?

Guest:

I’vebookedasingleroomforfivenights,butIwanttoextendmyreservationfortwo

nightslonger.Inaddition,I’dliketomovetoaPremierSuite.

Receptionist:

MayIhaveyourname,please?

Guest:

Myname’sJohnson.

Receptionist:

Letmechecktheregistry.Oh,yes,Mr.Johnson,noproblem,I’llchangeitforyouright

away.

Guest:

WhenshallIgothroughtheprocedures?

Receptionist:

Youmaydoitnow.

Guest:

I’msorrytotroubleyou.

Receptionist:

Notroubleatall,…Here’syournewroomcardRm5068,andpleasesignhere.

CheckingIn

DialogueOne

Receptionist:

Goodevening!

WelcometoMissionHills.WhatcanIdoforyou,sir?

Guest:

Yes,Ihaveareservationwithyou.

Receptionist:

MayIhaveyourname,please?

Guest:

I’mcalledTomAddison.

Receptionist:

Yes,Mr.Addison.You’vemadeareservation.MayIhavealookatyourpassport,please?

Guest:

Hereyouare.

Receptionist:

Wouldyoupleasefillouttheregistrationform?

Guest:

Hereitis.Isitallright?

Receptionist:

Yes,thanks.Howwouldyouliketosettleyourbill,bycashorcreditcard?

Guest:

CouldIpaywithtraveler’scheques?

Receptionist:

Sure.HereisthekeytoRoom3008andthekeycard,pleasesignonit.Thebellboywill

showyoutheway.

Guest:

Thanks.Bytheway,what’stherateforanight?

Receptionist:

Therateis_____yuanforanight.

Guest:

That’snottooexpensive.Good-bye.

Receptionist:

Good-bye.

DialogueTwo

Receptionist:

Goodmorning!

MayIhelpyou?

Guest:

Goodmorning!

I’dlikeasingleroomforthreenights.

Receptionist:

Whatkindofroomwouldyoulike,sir?

Guest:

Pleasetellmemoreaboutit.

Receptionist:

Certainly,sir.WehaveDeluxeRooms,PremiumRooms,ClubSuitesandMissionHills

SuitesandImperialSuite.

Guest:

Isee.I’minterestedintheDeluxeSingleRoom.

Receptionist:

Certainly,pleasefillintheregistry.

Guest:

Hereyouare.

Receptionist:

Mr.XX,howwouldyouliketosettleyourbill?

Guest:

Ithinkbycreditcard.Whatistherateforanight?

Receptionist:

Therateis_____RMB.MayIhaveyourcreditcardplease?

…

Hereisthekey,Mr.XX.YourroomNo.is5023,pleasesignonthecard.Thebellboywillshowyouup.

Guest:

Thankyouforyourhelp.

Receptionist:

Mypleasure.Hopeyou’llenjoyyourstay.

DialogueThree

Receptionist:

Goodafternoon,sir.WelcometoMissionHills.MayIhelpyou?

Guest:

I’dliketocheckin,please.

Receptionist:

Doyouhaveareservationwithus?

Guest:

Yes,I’vemadeitfromtonight.

Receptionist:

MyIhaveyourname,please?

Guest:

Yes,it’sPeterWilliamson.

Receptionist:

Howdoyouspellyourfamilyname?

Guest:

W-I-doubleL-I-A-M-S-O-N.

Receptionist:

PleasewaitamomentMr.Williamson.I’llchecktherecord…Yes,you’vebookeda

doubleroomforfournights.Wouldyoufillintheregistrationform,please?

Guest:

Sure.Hereyouare.

Receptionist:

Howwouldyouliketosettlethebill?

Guest:

Mycompanywillpaythebill.

Receptionist:

Isee.MayIhaveyourcreditcardforthedeposit?

Guest:

Yes,hereyouare.

Receptionist:

Thankyou.Hereisthekeycard,andpleasesignonit.Yourroomis5026onthe5thfloor.

Ourbellboywillshowyoutoyourroom.Haveanicestay.

Guest:

Thankyousomuch!

Receptionist:

You’rewelcome!

ChangingRooms

DialogueOne

Guest:

Excuseme,mayIchangemyroom,please?

Receptionist:

MayIknowthereasonplease?

Guest:

Oneofmyfriendsiscomingtostaywithforacoupleofdays.SoI’dliketochangemy

singleroomtoasuite.

Receptionist:

Pleasewaitamoment.I’llchecktheregistrationrecord…I’mverysorry,sir.Thereisno

suiteavailablenow.Wouldyoumindhavingadoubleroominstead?

Guest:

Idon’tmindaslongasmyfriendcansharewithme.

Receptionist:

Yes,justamomentplease.I’llchangeforyourightaway.

Guest:

Thanksalot.

DialogueTwo

Receptionist:

Goodevening,Madam.MayIhelpyou?

Guest:

Yes,I’dliketohaveabiggerroom.Youknow,youdidn’thavebiggeroneswhenI

checkedinbecauseShenzhenHighTechFairwasbeingheld.SoI’vebeenstayinginasmallone.

Receptionist:

Isee.TheFairwasoveryesterday.Nowwedohavevacantbiggerrooms.MayIknow

yournameplease?

Guest:

MynameisCathyChanandI’mstayinginRoom2257.

Receptionist:

Whenwouldyouliketochangeyourroom,Ms.Chan?

Guest:

Thisafternoon.What’stherateforabiggerroom?

Receptionist:

______pernight.Bytheway,wouldyoupreferaroomfacingthegolfcourseoraroom

facingtheparkinglot?

Guest:

I’dpreferaroomfacingthegolfcourse.

Receptionist:

Thankyou.YournewroomNo.is3136.Bytheway,thecheckouttimeis12:

00noon.

WouldyoumindmovingtoRm3136before12:

00?

Guest:

Noproblem.

Receptionist:

Pleasedial3beforeyoumove,ourbellboywillbegladtohelp.

Guest:

Thankyouverymuch.

AnsweringInquiries

DialogueOne（TrytorecommendtheCantoneserestaurantinourclub）

Guest:

Excuseme,butmayIaskyousomething?

Receptionist:

Yes,ofcourse.Goaheadplease,sir.

Guest:

I’mgoingtoinviteafriendtohaveadinnerwithme.I’minterestedinGuangdong

cuisine.

CouldyourecommendaproperrestaurantinGuanlan?

Receptionist:

IlikeGuangdongcuisineverymuchtoo.IoftengotosomeCantoneserestaurants.You

maygoandtrythisone…Letmewrited