前厅服务英语手册.docx

1、前厅服务英语手册 To reserve 预定reservation 预定to book 预定booking 预定To arrive 抵达 arrival 抵达departure 离开fully booked 客满Occupied room 住房vacant room 空房spell 拼写confirm 确认Waiting list等候单To cancel 取消/动词cancellation 取消/名词Double booking 重复预定 check-in 入住To check-in 入住room rate 房价room key 房价钥匙sign 签名Register 登记passport 护

2、照first name 名字date of birth 出生年月Sex 性别nationality 国籍date 日期visa 签证Certificate 证件Date of entry入境日Walk-in 散客Port of entry 入境口岸Meeting 会议Conference 会议Address 地址Tour leader 领队Guide 陪同Last name/surname 姓 Extend ones stay续住Travel agency/agent 旅行社 breakfast voucher 早餐券 registration card 登记表 Room and luggag

3、e客房和行李Single room 单人间Lake view 湖景King-size bed 1米8的床Queen-size bed 1米5的床Deluxe room 豪华房Suit 套房Corner room 拐角房间Standard room 标准房Bag 包Suitcase 手提箱 Breakable 易碎破Valuable 值钱Name tag 行李牌 safety deposit box/safe 保险箱 pick-up(luggage)取（行李）Deposit(luggage) 寄存行李 executive room 行政房间 connecting rooms 相连房间Adjace

4、nt rooms 隔壁的房间 twin room/double room 双人间 presidential suite 总统套房 Phone and Mail 电话和邮政Leave a message 留言Take a message 做留言To phone 电话To call 电话Phone call 电话Telephone call 电话卡To connect 转To transfer 转To put through to 转Local call 市内电话Domestic call 国内电话Letter 信Airmail 航空信Postcard 名信片Stamp 邮票Package 包裹P

5、arcel 包裹Magazine 杂志Newspaper 报纸Outside call 外线Area code 区号Country code 国内区号Morning call 叫早Computer 电脑Internet call 网线Broadband 宽带 To weigh 称To mail/to send/to post 寄Extension number 分机 Collect call对方付费电话International call 国际电话Telephone number 电话号码前厅服务袖珍英语手册一、 Basic Vocabulary 基本词汇Reservation 预定fax传真

6、To fax发传真type打字To(photo copy)复印ticket票bus公交车car汽车plane飞机Flight航班airport飞机场By train坐火车Express train特快车Soft seat软座Hard seat硬座Soft sleeper软卧Hard sleeper硬卧To interpret口译interpreter口译人To translate笔译translator笔译人negative底片Develop film roll洗胶卷Cashier 收银bill帐单payment付钱cash现金Credit card信用卡receipt收据deposit押金c

7、urrency货币invoice发票Exchang rate汇率To check-out退房Money exchange换钱Settle an account结帐Take a print(credit card)刷（卡）Travellercheque 旅行支票Service charge服务费Others 其他Hotel card 酒店名片Time difference时差To suggest推荐To recommend推荐urgent紧急apollgize道歉Bicycle/bike自行车umbrella雨伞Corporate rate合同价格Corporate contract公司协议二、

8、 Information：问讯1.Phone Calls 电话问讯A. The extension number of the billiards room is 6352. Please wait a moment while I put your through/ While I transfer your call. 台球室的分机号码是6352。请稍等我帮您转过去。B. To make a local call,press 9 first and wait for the ringing tone. 打室内长途电话，先拨9 ，然后等响音。C. To make a domestic cal

9、l, press 33 first, then the area code and the phone number you want to dial. 打国内长途电话，先拨33，再拨区号和电话号码。D. To make an international call , press 31 first, then the country code, area code and the phone number You want to dial. 打国际电话，先拨31，再拨国家代码，区号和电话号码。E. Youre looking for Mr.Brown? Please wait a moment

10、, Ill look up his room number (in the computer). Mr Brown is staying in Room 1212. 您找布朗先生，是吗？请稍等，我帮您查他的房间号码。布朗先生住1212房间。2.Hangzhou Information 杭州问讯1）Restaurants 餐 厅 Where can I have Chinese food ? 哪里可以吃到中国餐？ Can you recommeng any Chinese restaurants? 能够推荐些中餐厅？ Where is a good restaurant to have Chin

11、ese ? 吃中餐的话，哪里有好的餐厅？ The Louwailou restaurant serves Hangzhou specialties.On the second floor you have a beautiful View of the lake.Its most convenient to take a taxi there . The fare is about 15 yuan. 楼外楼餐厅提供杭州特菜。在二楼可以看到漂亮的湖景。最方便坐出租汽车去。费用在15 元左右。 Other good Chinese restaurants include the Jinse Yan

12、gguang Restaurant on Yanan Road,Yuqilin on Dongpo Road. If you want to have hotpot, you can go to the Chuanweiguan Restaurant on Qingch- un Road. Cantonese Food can be found in the Bifengtang Restaurant next to the Firendship Hotel. 其他好点的中餐厅有：延安南路上的金色阳光和东坡路上的玉麒麟餐厅。如果想迟火锅可以 到庆春路上的川味管。友好饭店旁边的避风塘提供广州川菜

13、。 I want to have a western dinner tonight.Which restaurant can you recommend? 我今晚想吃西餐。你能推荐哪个餐厅？ There is a Pizza Hut on the corner of Dongpo Road and Qingchun Road. 庆春路和东坡路的交叉口上有一家必胜客。 The French Restaurant on Nanshan Road is very good.Its Iocated on the second floor of Kanas Bar. 南山路上的法国餐厅很不错。在卡那酒吧

14、的二楼。 We want to go dancing tonight,any discos in town? 我们今晚要去跳舞，哪里有迪吧？ Where are some nice pubs or discos? Where can I go to have a drink? 到哪里可以去喝一杯？ You can go dancing in LA disco, on the sixth floor of the Wahaha Building on Qingchun Road or In House Bar on Nanshan Road . 去跳舞的话，可以去金碧辉煌，在庆春路上的娃哈哈大厦

15、的六楼或者去南山路上的House 酒吧。 If you want to have a drink,you can go to Kanas Bar on Nanshan Road . There are a lot of pubs On Nanshan Road,especially around Xihu tiandi. 如果想去喝一杯的话，可以到南山路的卡那酒吧去。南山路有很多酒吧，尤其是西湖天地 附近。2） Visiting Hangzhou 游览杭州 If you want to visit some famous scenic sports you can go to the Ling

16、yin Temple or to the Six Har- Monies Pagoda next to the Qiantang river .You can go to have tea in Longjing and if you feel like Walking you can walk down the South strip of the West Lake . 如果你去浏览杭州的著名景点，可以到灵隐寺或到钱塘江边的六和塔。可以到龙井去品茶。 如果想散步，可以到西湖的南线。 If you want to buy silk ,you can go to the Silk Mar-ke

17、t opposite the Zhejiang Newpaper Office. 如果要买丝绸的话，可以到浙江日报对面的丝绸市场。 You can find shopping malls at the end of Jiefang Road(Jiebai,Yuanhua)and around Wulin Square. To go to Jiebai,go of the hotel, turn right and walk for 10 minutes until you reach the Xiaoqiao Hotel.Across the street youll find the mal

18、l. To go to Wulin Square you can either take bus K55 in Front of the hotel to Yanan Xincun or take a taxi . 购物中心在解放路的尽头（解百，元华）和武林广场。去解百，走出酒店的大门，往右拐， 笔直走十分钟到新侨饭店。对面就是解百。去武林广场可以在酒店门口等55路到延安新村 或坐出租汽车。 In the evening you can go to the night market on Wushan Road. 晚上可以去吴山路的夜市。 Let me show it to you on th

19、e map.Our hotel is here and .is here. 我拿个地图给您看。我们酒店在这里，.在这里。3）Transport 交通 To go to the airport you can take a bus at Wulin Gate in front of the Airline Ticket Office .It costs 15 Yuan and takes around 45 minutes. 若要去机场，可以在武林门的民航售票处前边坐机场大巴。费用是15元，要坐45分钟。 Our hotel doesnt have a shuttle bus. 我们酒店没有机场

20、大巴。三、Basic Expressions :基本用语1. Room Reservation 订房1） For which date ? 什么时候的？2）For how many nights? 住几个晚上？3）How long will you be staying ? 住多长时间？4）Would you like a single or a double room? 您想要一个单人间还是双人间？5）What time will you be arriving ? 您什么时候会到达。6）Whats you name ,please ? 您贵姓？7）Could you spell that

21、,please ? 麻烦拼一下，可以吗？8）Can I have your telephone number ,please? 请留个电话号码，可以吗？9）Were looking forward to seeing you . 欢迎等待您的光临。10）Im afraid our hotel is fully booked on . 恐怕我们的酒店.已订满.11）I can confirm your reservation. 我可以确认您的预定。12）A standard room in our hotel is 539 yuan including service charge. 我们酒店的

22、标准是539元包括服务费。2. Check-in 入住1）Do you have a reservation with us ,sir? 先生，您有预定吗？2）Can I see your passport , Please ? 麻烦写您的地址并在下面签名。3）Please fill in your address and sign at the bottom. 请填写您的地址并在下面签名。4）Would you like a single or a double room? 您想要一个单人间还是双人间。5）You reserved for 4 nights, is that correct

23、? 您预定了四个晚上，对吗？6）Will you pay the deposit in cash or by credit card? 您押金付现金还是刷卡？7）May I take a print of your credit card ,please ? 我可以刷一下您的信用卡吗？8）This is your room key .Your room number is 1412 on the 14th floor .It is a deluxe room with two Beds . 这是您的钥匙。房间号码是1412，在14楼。是一个有两张床的豪华间。9）These are your b

24、reakfast vouchers .Breakfast is served in the Greenery Cafe on the 2nd floor from Half past six to ten . 这些是您的早餐券。二楼雅苑咖啡厅10)Im sorry .We are fully booked at the moment .11)对不起，我们现在客满。12)I hope you enjoy your stay. 祝您入住愉快。13)The rooms are (not)on the same floor. 房间（不）在同一个楼层。14)Do you need help with y

25、our luggage? 您需要人帮您拿行李吗？15)If you need anything, please dont hesitate to contact us .We will help you as soon as possible. 若您有任何需要，尽管跟我们联系。我们会尽快地帮您。Remember: Once you know the guests name, use it !记得：一知道客人名字，用它来称呼客人。3. Mail Service 邮政服务1）Can I post these letters ,Please? 我可以寄这几封信吗？2）Do you have a ma

26、ilbox here ? 你们这里有邮箱吗？3）Can I buy stamps here ? 这里能买邮票吗？4）Do you have postcards on sale ? 有么有明信片出售？5）I need to send this package/parcel to France. 我需要把这个包裹寄到法国。6）Please go to the business centre on the third floor . 请到三楼商务中心。4. Cashier 收银1）How will you make the deposit? 您押金怎么付？2）Will you pay in cash

27、 or by credit card? 您付现金还是刷卡？3）Can I take a print of your credit card ,Please ? 我可以刷一下您的信用卡吗？4）This is your bill, Sir.Please cheek it . 这是您的帐单，请查一下。5）Do you need an invoice? 您需要发票吗？6）Did you take anything from the mini bar ? 小酒吧有用过吗?7）Todays exchange rate for.is .yuan . 今天.的汇率是.元。4、Conversation :对话1

28、. Room Reservation 客房预定1）Reserving a Room: 预定房间C: Good morning , Reservations. How may I help you ? 早上好，预定部。我能帮您吗？G: Id like to book a room ,Please .C: Certainly, Sir. For which date ? 当然，先生。什么时候？G: For April 5th . 4月5日。C: And how many nights will you be staying ? 您住几个晚上？G:4 nights. 4个晚上。C: Ok. Let

29、me check that .Just a moment please.No problem ,Sir. Could you tell me your name please? 好的，我查下。没问题，先生。您贵姓？G: My name is John Cook . 我的名字叫John Cook。C: Could you spell that please ? 麻烦你拼一下。 G:J-o-h-n C-o-o-k. J-o-h-n C-o-o-k. C:I see . Would you like a double or a single room, Mr. Cook? 好的。您需要一个单人间还是

30、一个双人间，酷克先生？G: Is there a price difference? 房价有区别吗？C: No, they are both 539 yuan . 没有，都是539元。G: Does that rate include breadfast? 房价包括早餐吗？C: No, but in includes service charge. 不包括，但包括服务费。G: Then Id like a single room, please . 那我要一个单人间。C: Good ,so that will be one single room for Mr.John Cook for 4 nigh