对客句型Word文档格式.docx

1、 答语: Its nothing . Dont worry about it. Dont mention it. That doesnt matter.三感谢:1. Thank you very much. 2. Thank you for your advice.3. Thats very kind of you.4. Thank you for staying in our hotel.答语: You are welcome. Not at all. Thats all right. Its my pleasure.四 提供帮助:1. How may I help you?2. Can I

2、 help you?3. Is there anything I can do for you?五 告 别:1. Good bye and hope to see you again soon.2. Hope youll have a nice trip.3. Wish you a pleasant journey.4. Good night.5. See you.六 指路用语:1. Go upstairs / downstairs please. Its on the second / third floor.2. Excuse me, Where is the washroom （rest

3、room） ?Excuse me, Where is the elevator（lift, clnic, restaurant）?3. This way, please. After you, please.Let me show you to the Please go straight ahead, Its over there, on the left /right side.七 管家部常用语:1. Good morning, Housekeeping. speaking, May I help you?2. Housekeeping, May I come in?3. Would yo

4、u please leave your laundry in the laundry bag.4. Would you please wait a few minutes. Ill bring there to you right away.5. Excuse me, sir. Do you have any laundry to wash?6. May I clean your room now, sir?7. May I do the turn down service for you, madam.8. Ill send a repairman to your room at once.

5、9. May I repair the in your room now?10. Its free of change for in-house guests.11. Would you like massage in your room or in the massage room?12. Ill send someone to your room right away.八 客人常会对客房有以下问题:1. Id like to change my room. Its too noisy.2. Theres something wrong with the TV set in my room.

6、3. The ventilator in the bathroom has gone out of order.4. The lock of the toilet is out of order.5. Youd better do the turn down service at my dinner time.6. Its very hot in the room. Is the air-condition on?7. Its sheets havent been changed.8. The door wont open. （I cant open my door）.9. Its very

7、cold in the room. Is the heater on?10. The toilet wont flush.11. The toilet ceiling leaks.12. The water in the basin wont go down.13. Its ok now. sorry to trouble you.九 关于电话:1. RM to RM call:C: Good evening, Housekeeping. May I help you?G: How can I call my friend in his room “727”? Please dail “7”

8、and then the room number. I see, by the way, how can I make a city call? Please dial “9” then the telephone number your want.2. A morning wake-up call: Good evening Housekeeping, May I help you? Please call me at 6:45 tomorrow morning. Yes,sir. So a wake-up call for room 727 at 6: Thank you, Good ni

9、ght. Good night and pleasant dreams.3. Make up the room:R/A: Housekeeping, May I come in? Come in please. Good morning, Mr. Jackson . May I make up your room now? Im expecting a friend of mine. Can you clean the room around 11:30? Certainly sir.4. The Turn-down Service: Good evening, sir. May I do t

10、he turn down service for your? Please, But can you get me an adaptor first? Certainly, sir. Here it is. I hope Im not disturbing you. Good night. Same to you.5. Providing Equipment for Guests: Hello. Do you have an iron, please? Yes, shall I send it to your room now? Yes, please. My room is 639. Tha

11、nk you very much. Youre welcome.6. Theres Something Worry With The TV Set: Good afternoon, Housekeeping. May I help you? Yes, the TV set in my room dose not work. Im sorry. Ill send someone to your room in a minute. May I have a look at it? Yes, Here it is.1. Tries to fix it and ok. Its ok now. Sorr

12、y to trouble you. Is there angthing I can do for you? No. Thank you very much. Its my pleasure, Good night.2. Tries to fix it but in vain: Im sorry sir. It doesnt work. May I chang one for you? Or: May I ask an electrician to have it repaired. A moment please.7. Explaining Laundry Service: Good morn

13、ing, Housekeeping. May I help you? Yea, please send someone to pick up my laundry. Your room number, please? RM459. RM459. Yes, sir. A valet will be up in a few minutes. Yes, Id like to have this laundry done. Certainly, air. Would you plesae fill out a laundry form. Wheres the form. I cant find it.

14、 Its in the drawer of the writting desk. I see. （After checking） Excuse me, sir. Would you like regular service or express Service? Whats the difference? For regular service laundry is collected before 12:00am and returned at 6:00Pm the same day. For express. The laundry is returned within 4Hours Th

15、e charge for express service is double. I see. Regular will be all right. 词语部分1. air condition 空 调 17. carpet 地 毯2.switch 开 关 18. ceiling 天 花3.ashtray 烟 缸 19. Comb 梳 子4.basin 面 池 20. Corridor 走 廊5.bath room/ 浴 室 21. Single bed 单人间 shower room 22. double bed 双人间6.bath towel 浴 巾 23. dressing table 梳妆台

16、7.bath robe 浴 袍 24. Dustbin 垃圾桶8.bedroom 卧 室 25. eiderdown quilt 羽绒被9.bed sheet 床 单 26. full-length mirror 穿衣镜10.bed spread 床 罩 27. tea cup 茶 杯11.bedside table 床头柜 wine glass 酒 杯 bedside cupboard 28. hair dryer 吹风机 12.bedside lamp 床头灯 29. Heating 取暖器13.blanket 毛 毯 30. In house movie 闭路电视14.window cu

17、rtain 窗 帘 31. health club 健康中心15.blub 灯 泡16.hanger 衣 架32.in-room safe 房内保险箱 56.swimming pool 游泳池 33.lamp shade 灯 罩 57.tap 笼 头34.lamp stand 灯 座 58. Tea table 茶 几35.laundry bag 洗衣袋 59. Television 电视机36.laundry list 洗衣单 60. Channel 频 道37.lawn 草 坪 61. Remote controller 遥控器38.lift/elevator 电 梯 62.toilet

18、paper 卫生纸39.lobby 大 堂 63.toilet/water closet 厕 所 40.massage 按 摩 64.tooth brush 牙 刷 41.lounge 休息室 65.tooth paste 牙 膏42.mattress 席梦思 66.towel rack 毛巾架43.minibar 迷你吧 67.transformer 变压器44.night club 夜总会 68.venetian blind 百叶窗45.wall picture 壁 画 69.wall lamp 壁 灯46.picture frame 画 框 70.wardrobe 壁 橱47.pillo

19、w 枕 头 71.window sill 窗 台48.pillow case 枕 套 72.writting paper 信 纸49.radiator 散热器/取暖器 73.electric kettle 电水壶50.razor 剃须刀 74.ice bucket 冰 桶51.sauna/steam bath 蒸汽浴 75.luggage rack 行李架52.shower bath 淋 浴 76.shoe horn 鞋 拔53.adaptor 多功能插座 77.folder /stationary 文件夹 folder 54.socket 插 座 78.ball pen 圆珠笔55.stai

20、rs 楼 梯 79.sewing kit 针线包 80.cotton buds 棉花棒 105.shopping bag 购物袋81.shower cap 浴 帽 106.fax form 传真纸82.bath form 沐浴露 107.bath cap 浴 帽83.shampoo 香 波 108.bath salt 浴 盐84.body lotion 润肤液 109.bathroom scale 浴室磅秤85.tissure 面巾纸 110.refrigerator 冰 箱86.hand soap 手 皂 111.baby cot 婴儿床87.bath soap 浴 皂 112.teleph

21、one 电 话88.sanitary bag 卫生袋 113.room service 客房送 menu 餐菜单89.cloth line 晾衣绳 114.iron board 熨衣板90.slipper 拖 鞋 115.vacaum cleaner 吸尘器91.shoe shine cloth 擦鞋布 116.map 地 图92.match 火 柴 117.stamp 邮 票93.bath rug 防滑垫 118.morning call 叫 早94.coffee table 咖啡桌 119.operator 接线员95.arm-chair 扶手椅 120.doctor 医 生96.door

22、 bell 门 铃 121.room card 房 卡 welcome card97.door lock 门 锁 hotel passport98.drawer 抽 屉 122.bellman 行李员99.minibar voucher 酒水单 123.front desk 总 台100.sugar 糖 124.vase 花 瓶101.tea 茶叶 125.fire exit 消防出口102.coffee 咖啡 126.money exchange 外币对换103.service directory 服务指南 127.wall tile 墙 砖128.ground tile 地 砖 152.v

23、entilator 抽风机129.room key 房门钥匙130.button 纽 扣 131.mop 拖 把132.neddle 针133.shoe polish 擦 鞋134.starching 浆 衣135.pressing 烫 衣136.dry-cleaning 干 洗137.oil stain 油 渍138.stain 污 点139.same-day service 当日可取140.express service 快 洗 141.vacant room dirty/clean 142.check in/out 143.occupied room（OD）144.out-of-order room（OOO）145.sleep out room（S/O） 146.DND. D.L 147.L.B ,N.B 148.VIP 149.house-use roomplimentary free of charye151.captain. supervisor.manager