老师提供双语文明岗资料.docx

1、老师提供双语文明岗资料销售班组培训资料一、前台和销售1、What kind of rooms(foods) would you like to have? 您需要什么样的房间（吃什么样的菜）？ 2、Here is a brochure of our hotel and tariff. 这是介绍我们饭店的小册子和价目表3、Well give you a 10%(ten percent ) discount. 我们给您九折优惠。 4、Well offer tour guides complimentary breakfasts. 我们给陪同提供免费早餐。 5、We accept your term

2、s. 我们接受您的条件。 6、May I introduce myself? 让我介绍我自己。 7、May I present you a litter souvenir? 请接受我们的一点小纪念品。 8、Lets drink to our friendship! 为我们的友谊干杯！ 9、Let me propose a toast to the health of our guests! 建议为在座客人的健康干杯！ 10、Cheers!(Bottoms!) 干杯！ 11、How do you like Chinese food? 您喜欢中国菜吗？ 12、What do you think o

3、f our service? 您对我们的服务有什么意见？13、Thank you for your comments(compliment, suggestions).谢谢您给我们提的意见（赞扬、建议）。14、Im afraid its against the hotels regulations.这是违反饭店规章制度的。15、In our hotel we dont accept tips.我们饭店是不收小费的。Its our pleasure to serve our guests well.我们为能为客人服务好而感到高兴。Thank you all the same.然而，还是要谢谢您。

4、16、Im afraid youll have to pay for the damage.您必须赔偿。17、Thank you for telling us about it.谢谢您告诉我们Ill look into the mater right away.我马上去处理这件事情。18、I assure you it wont happen again.我保证此类事情不会再发生。19、Please dont worry, sir (madam)先生（夫人），请不必担心。I will send someone up to your room right away.我马上派人到你的房间去。20、

5、I cant guarantee anything, but Ill try my best.我不能保证，但我会尽力而为。21、What can I show you.您要买什么？22、How do you like this fashion (color, size, design )?您喜欢这种款式（颜色、尺寸、图案）吗？23、The extra large size of this color is out of stock.这种颜色的特大号已经卖完了。Please try us again tomorrow.请明天再来看看。24、They are altogether 175(one

6、hundred and seventy-five) Yuan.共计175元。You may pay in cash or with credit card.您可以付现金也可以用信用卡。25、You have made a good choice, you have very good taste.您真会买东西，眼力真好。26、对话A：电话订房 Reserving a room by phoneFront Desk: Royal Hotel, can I help you? Tom: Yes. I urgently need a room for tomorrow night, and do y

7、ou have any vacancies? Front Desk: Yes, we have. What kind of room would you like? Tom: Id like a suite with an ocean view, please. Front Desk: No problem, sir. Tom: What is the price of the suite? Front Desk: It is US$ 280 per night. Tom: It is a little high. Im told that your hotel is offering dis

8、count now. Front Desk: Yes, but the offer ended yesterday. Im sorry. Tom: Oh, I see. Then do you have anything less expensive?Front Desk: No, sir. So far it is the least expensive suite for tomorrow night. Tom: OK, I will take it. By the way, does the price include breakfast? Front Desk: Yes, it doe

9、s. Now could I have your name, please? Tom: My name is Tom Zhang. Front Desk: Would you kindly spell it for me? Tom: That is T-O-M, Z-H-A-N-G. Front Desk: Thank you, I got it. And how long do you expect to stay? Tom: About three days. Front Desk: OK. Our check-in time is after 1:00pm. And see you to

10、morrow. Front Desk: Thank you. See you. 前台：皇家酒店，我能为您服务吗？ 汤姆：我急需一个房间要明晚住，请问你们还有空房吗？ 前台：还有空房。您需要什么样的房间？ 汤姆：我想要一个可以看到海景的套房。 前台：没问题，先生。 汤姆：价格如何？ 前台：每晚280美元。 汤姆：价格有点高。我听说你们酒店正在打折。 前台：是的，但打折期昨天就结束了。很抱歉。 汤姆：我明白了。那么你们是否还有其他便宜一点的套房？ 前台：没有了，先生。到目前为止，这是能为明晚提供的最便宜的套房。 汤姆：那好吧，我就预定它了。顺便问一下，房价是否包括早餐？ 前台：是的，包括早餐。现在

11、我能请问您的尊姓大名了吗？ 汤姆：我叫汤姆，张。 前台：您能拼读一下吗？ 汤姆：T-O-M，Z-H-A-N-G。 前台：谢谢，我记下了。另外您预计在此停留多久？汤姆：大约三天。 前台：好的。我们的登记时间是在下午一点钟之后。明天见。 汤姆：谢谢。明天见。 27、对话BA：Good morning！Can I help you？B：Good morning！ Im MrDoug lass in room 1208 I wonder if it is possible for me to extend my stay at this hotel for two daysA： Ill take a

12、look at the hotels booking situation Yes， sir，Im glad that well be able to accept your extension requestBut Im afraid that it will be necessary for us to ask you to change rooms for the last two nightsYou see，we have already let your room to another gentle-manIs that acceptable to you？B： Yes， thats

13、no problem at allA： Let me see room 1111 Will be vacant How about room1111？B：That is fineA：When would you like to move tomorrow？B： I dont knowA：The new occupant will be checking in a little after twelveB： That means I have to move out before 12 Let me see Ill be leaving for the negotiation at 930 to

14、morrow morning and I will not be returning to the hotel until sometime in the afternoon So Im going to have to do it before I go to the negotiationWell，I think I will move at 9oclockA： GoodI will send a bellboy to your room and help youwith your luggage at 9 oclock And please remember to bring your

15、key card to the reception desk when you pass it tomorrow so that I can change the room number on itB：I willThank you very muchA：Goodbye28、酒店前台常用英语词汇management 经营、管理 market price 市价 cashiers desk 兑换处coin 硬币 accounting desk 帐务处 check_out time 退房时间voucher 证件 price list 价目表 check, cheque 支票sign (动)签字 in

16、terest 利息 form 表格 reservation 预订 reception desk 接待处 tip 小费reservation desk 预订处 luggage office 行李房 per thousand 千分之 spare (形)多余的 postpone (动)延期cancel (动)取消 travellers cheque 旅行支票 pay (动)付款fill (动)填写 administration 管理、经营 note 纸币registration desk 入宿登记处 lobby 前厅 luggage rack 行李架visit card 名片 identificat

17、ion card 身份证 rate of exchange 兑换率 conversion rate 换算率 charge (动)收费bill 帐单 change money 换钱 procedure 手续、程序information desk 问询处 luggage label 行李标签overbooking 超额订房 per cent 百分之 reasonable (形)合理的cash (动)兑换 keep (动)保留、保存 bank draft 汇票accept (动)接受 procedure fee 手续费 fill in the form 填表 二、前台收银1Id like to pa

18、y my bill now 我想现在结账。 2Your name and room number，please？ 请问您的姓名和房间号码？ 3Have you used any hotel services this morning？ 请问您今天早晨是否用过旅馆内的服务设施？ 4Four nights at 90 US dollors each， and here are the meals that you had at the hotelThat makes a total of 665 US dollars 4个晚上，每晚90美元，加上膳食费，总共是660美元。 4Can I pay b

19、y credit card？ 我可以用信用卡支付吗？ 5Please sign your name here 请您在这里签名。 6 Excuse me Were leaving todayId like to pay our bills now 劳驾。我们今天要离去了。我希望现在就把账结清。 7By the way，Id like to tell you that the check-out time is 1200 noon，sir 先生，顺便告诉您，结账后离开旅馆时间是12点。 8 How about the charge for the days you shared the room

20、with your friend？ 这几天您的朋友与您同住费用怎么办呢？ 9Please add to my account 请记在我的账里。 10Have you used any hotel services this morning or had breakfast at the hotel dining room，MrGreen？ 格林先生，今天早晨您是否用过旅馆服务设施，或在旅馆餐厅用过早餐？ 11Yes，my friend and I just had breakfast at the dining room，but we didnt use any services 是的，我的朋

21、友与我在餐厅刚用过早餐，但是我们没有使用过任何服务设施。 12The total for the eight days is five hundred sixty yuan and eighty fen 8天来总计是560元8角。13、Would you like to check out?14、Sorry to have kept you waiting, This is your bill please.15、Can I have your name and room number please?16、What kind of credit cards have you god?17、As

22、 a hotel policy, We accept the following cried cards.18、Do you need receipt or bill?19、Just a moment please. Ill write out receipt for you.20、Ill send a bellmen up to get your luggage.21、How would you like to pay in cash or by credit card?22、This is your bill, please check it and sign here.23、Here i

23、s your change and receipt.24、May I have a print of your card, please?25、Did you take anything from the mini-bar this morning?26、Have you used any hotel services since breakfast?27、Todays exchange rate is 8.19 yuan RMB for one us doller.28、What kind of currency do you want to change.29、How much would

24、 you like to change.30、The rates of exchange are on the board there.31、The rate of your room, will be paid by your host.32、Very sorry, As hotel policy , If you want to extend your stay in our hotel, youll have pay half of the rate more if you check out after 12:00, And if you leave after 6:00 pm, yo

25、ull have to pay the full day rate.33、对话ACashier: Good morning. sir. May I help you?Guest: My name is Mr Bell and I was in room 1111. Id like to check out. Can I have my bill now?C: Certainly. Mr Bell, please wait a momentThank you. Did you have breakfast this morning at the hotel or have you used an

26、y hotel services since breakfast?G: Yes, but I paid cash for is also I havent used any services.C: Fine. The total including sevice charge for two days is 844 yuan. Please check it.G: OK.C: Thank you, sir. Would you like to pay in cash or by credit card?G: Credit card. Here you are!C: Thank you. Cou

27、ld you sign here, please?G: Fine.C: Thank you for your coming. Please drop in again. Good-bye.34、对话BCashier: Good morning. May I help you?Guest: Im Mr peters in room 806. Im checking out today. But my flight doesnt leave at until 4:30 p.m and I dont want to wait around at the airport all day. Could

28、I keep the room this afternoon?C: Certainly, but as the hotel policy. The check out time is 12:00 at noon. Youll have to pay half of the rate more. If you leave after12:00.G: Never mind, then. Can I just leave my luggage somewhere until 4:00 p.m?C: Certainly, sir. If you speak to the bellman, hell t

29、ake care of it.G: Thank you.C: Its my pleasure. 三、客房：1、DialogueA （The Turn-down Service）A：Good evening，madam and sirMay I do the turn down service for you now？B：Oh，thank youBut you see，we are having some friends overWere going to have a small party here in the roomCould you come back in three hours？

30、A：Certainly，madamIll let the overnight staff knowThey will come thenB：Thats fineWell，our friends seem to be a little lateWould you tidy up a bit in the bathroom？Ive just taken a bath and it is quite a mess nowBesides，please bring us a bottle of just boiled waterWed treat our guests to typical Chines

31、e teaA：Yes，madamIll bring in some fresh towels together with the drinking waterB：OKA：（Having done all on request） Its growing darkWould you like me to draw the curtains for you，sir and madam？C：Why not？That would be so cozyA： May I turn on the lights for you？C：Yes，pleaseId like to do some reading while waitingA：Yes，sirIs there anything I can do for you？C：No moreYoure a smart girl indeedThank you very muchA：Im al