1、robert现代酒店英语实务教程Chapter1FrontDesk前台Unit2RoomReservations客房预订经典对话R=ReservationClerk预定员G=Guest顾客R:Goodmorning.RoomReservations.MayIhelpyou?您早,客房预订部,请问有什么可以帮助您?G:Yes,Idliketobookaroom.我想预订一个房间。R:Thankyou,sir.Forwhichdateandhowmanyguestswilltherebeinyourparty?谢谢您。要订在什么时候?您一行有多少人?G:FromApril16thto20th.Ju
2、stmywifeandmyself.4 月 16 日到 20 日。只有我和我太太。R:FromApril16thto20th .Andwhichkindofroomwouldyouprefer,sir?4 月 16 日到 20 日。请问您想预订哪种房间。G:ATwin,please.R:Couldyouholdthelineplease?Illcheckourroomavailability.(Afterawhile)Thankyouforwaiting,sir.WehaveatwinroomatUS$180pernight,willthatbeallright?请别挂断好吗?我来检查一下是否
3、有空房间。(过来一会儿)让您久等了,先生。我们有空余的双床间,现在价格是每晚 180 美元,这样可以吗?G:Ok,Illtakeit.好的,我订了。R:Thankyou,sir.MayIhaveyournameandphonenumber,please?谢谢您,先生。您能告诉我您的姓名和电话号码吗?G:Sure.MaynameisAaronJohnson,andmyphonenumberis3242-5827.没问题。我叫艾伦.约翰逊,电话是 3242-5827.R:Mr.AaronJohnson,phonenumberis3242-5827.Excuseme,howdoyouspellyou
4、rfirstname?艾伦.约翰逊,电话是 3242-5827。请问怎么拼写您的名字?G:ItsdoubleA,R,O,N.两个A,R,O,N。R:DoubleA,R,O,N.Thankyou,Mr.Johnson.MayIhaveyourarrivaltimeonApril16th?两个A,R,O,N。谢谢您,约翰逊先生。请问您 4 月 16 日大概什么时候到酒店?G:Around9p.m.大约晚上 9 点。R:Mr.Johnson,fortheunguaranteedreservation,wecanonlyholdtheroomby6p.m.,becauseitisthepeakseas
5、onnow.Ifyoumakeaguaranteedreservation,wecanholdtheroomovernight.Wouldyoulikemetomakeaguaranteedreservationbycreditcard?约翰逊先生,因为现在是旺季,我们酒店的非担保预订只能保留到下午 6 点。您若做了担保预订,我们可以整夜都保留您的预订。您愿意用信用卡做担保预订吗?G:Fine.DoyouacceptAmericanExpress?好的。你们酒店接受美国运通卡吗?R:Yes.MayIknowthenumber?接受,请问信用卡号是多少?G:Its134986号码是 134986
6、.R:Thankyou,Mr.Johnson.YouvemadeaguaranteedreservationattheGuangzhouxxHotel,fromApril16thto20thfor5nights.Ifyoucantarriveasschedule,pleaseinformusbefore6p.m.onApril16th.Thankyouforcallingandwelookforwardtoservingyou.谢谢您,约翰逊先生。您已经在广州xx酒店办理了担保预订,从 4 月 16 日到 20 日,预住 5天。您若不能如其到达,请务必在 16 日下午 6 点前通知我们。感谢您
7、的电话,我们期待能为您服务。常用句型百宝箱1. 预订基本应对1)Doyouhaveonesingleroomfortwonights?我想预订两个晚上的单人房一间,行吗?2)Reservations.CanIhelpyou?客房预订部,可以为您效劳吗?3)Idliketoreservearoom.我想订个房间。4)Howmanynightsdoyouwishtostay?您希望住几晚?5)Howmachistheroom?房租是多少?6)Whichdatewouldthatbe?要订在什么时候?7)Howmanyguestwilltherebeinyourparty?您一行有多少人?8)May
8、Iknowyourname/phonenumber/Email?能告诉我您的姓名/电话号码/电子 邮件吗?9)Howdoyouspellthat?请问怎么拼写?10)Couldholdtheline,please?Illcheckourroomavailability.请别挂断好吗?我来检查一下是否有空房。11)Thankyouforwaiting,sir/maam.让您久等了,先生/女士。12)Illarrivelate,butpleasekeepmyreservation.我会晚一点到,请保留所预订的房间。13)Wouldyoulikemetomakeaguaranteedreservat
9、ionbycreditcard?您愿意用信用卡来担保预订吗?14)Idliketoconfirmyourreservation.我想确认一下您的预订。2. 海外预订1)MayIhaveyourairlineandflightnumber,please?请告诉我您搭乘的航空公司和班机号好吗?2)Weofferfreetransportationtoandfromairport.我们提供免费的机场迎送服务。3)Wehaveacounterattheairportwhereourrepresentativewillescortyoutothecar.我们在机场设有柜台,到时将有机场代表护送您上车。4
10、)Doyouknowarrivaltimeatxxairport,sir?您知道您抵达xx机场的时间吗?5)Doyoumeanlocaltime?您指的是当地时间吗?6)WherecanwecontactyouinGuangzhou?在广州我们可以经由哪个单位跟您联络?7)Careofxxcompany,thenumberis可以由xx公司转告我,电话号码是8)Welookforwardtoservingyou.Haveasafetrip.我们期待能为您服务。祝一路平安。3. 对房间和床具的偏好1)Whatkindofroomwouldyouprefer?您想要什么样的房间?2)Idliket
11、oreservearoomwithasea/mountainview.我想要一个可以看到海/山的房间。3)Idlikearoomwithverylargebed/balcony.我想要一间有大床/阳台的房间。4)Certainly,sir.WellbookyouintoaroomwithaQueen-size/King-sizebed.好的,先生。我们会为您等级一间有大号床/特大号床的房间。4. 房价和付款事项1)AsingleroomisUS$180pernight,with10%taxand10%servicecharge.单人房每晚 80 美元,外加 10的税金和 10的服务费。2)We
12、haveadoubleatKH$800andHK$1000available.Whichonewouldyouprefer?我们有价位在 800 员和 1000 员港币的大床间,您喜欢哪一种?3)Doesthepriceincludebreakfast?这个价钱包括早餐吗?4)Imafraidwehavenocreditarrangementswithyourcompany.Wewillneedanadvancedepositbybankdraftorincashbeforethereservationdate.恐怕我们和贵公司没有信用贷款的协定,您得在预订得日期之前,预先送了银行汇票和先进,
13、座位订金。5)Weofferspecialratesforyourcompany,sir.Forasingleroom,thereisa15%discount.我们酒店为贵公司提供特价,先生。单人房可以打 8.5 折。6)Shallwechargethistoyourcompany?我们是向贵公司收费吗?7)Whichdepartment(ofyourcompany)shouldthebillmadeoutto?我说门应该将账单送到(贵公司)哪个部门?8)Doyouacceptcreditcards/travelscheck?你们酒店接受信用卡/旅行支票吗?5. 指定的房间没空缺或房间客满1)
14、Imafraidwehavenotwinroomsavailable,butwecanofferadoubleroom.我们恐怕没有空余的双床间了,但可以提供给你一个大床间。2)Imafraidwehavenosuitesavailable.Wouldyoumindatwininstead?我们恐怕没有空余的套间了。您介意改订双床间吗?3)Imsorry,butwearefullybookedforthosedaysasitisthepeakseason.很抱歉,因为是旺季,那段时间的客房都被预订光了。4)Isitpossibleforyoutochangeyourreservationdat
15、e?您可不可以改变预订日期呢?5)Thisisthebusiestseason.Imverysorry,butcouldyoucallusagainlaterthisweek?Wemayhavesomecancellations.现在是旺季,非常抱歉,但是请您这个周末再打来好吗?可能会有人取消预订。6)Canyoubookmeintoanotherinthearea?可不可以在当地为我预订另外一家旅馆呢?7)Wehopewellhaveanotheropportunitytoserveryou.我们期待下次能再为您效劳。6. 确认预订1)Isthisanewreservationoraconf
16、irmationcall?您这个电话是新的预订,还是确认预订呢?2)Idliketoconfirmareservation.我要确认一下预订。3)Yourroomisconfirmed.您的预订已经得到确认。4)Imafraidthatwehavenorecordofareservation(forthatdate)inyourname.恐怕我们没有您那天预订的记录。5)ShallImakeareservationforyounow?我现在为您预订好吗?6)Whendidyoumakethereservation?您什么时候预订的?7)Inwhosenamewasthereservationm
17、ake?这预订是用谁的名字订的?7. 为客人更改/取消/延长预订1)Idliketoextendmyreservationforonemorenight.我想将预订再延长一晚上。2)Wellextendthereservationforyou.我们会为您延长预订的。3)Idliketochange/cancelareservation.我要更改/取消一项预订。4)Certainly,sir.Wellmakethechange/cancellationfiryou.当然可以,先生。我们会为您更改/取消预订的。Unit3Reception登记入住经典对话C=FrontOfficeClerk前台服务
18、员G=Guest顾客C:Goodafternoon.WelcometoXXhotel.MayIhelpyou?下午好!欢迎光临xx酒店。能为您效劳吗?G:Yes,Idliketocheck-in,pleae.我要登记住宿。C:Certaily,sir.MayIhaveyourname,please?好的,先生。请问大名?G:ImLawrenceBrown.我叫劳伦斯.布朗。C:Doyouhaveareservationwithus.Mr.Brown?布朗先生,您预订了房间了吗?G:Yes,fromtonight.是的,预订了。从今晚开始。C:Justamomentplease.Illcheck
19、ourreservationrecord. (Afterawhile)Thankyouforwaiting,Mr.Brown.YourreservationisforatwinfromMarch5thto7thforthreenights.Isthatright?请稍后,我检查一下预订记录。(过了一会儿)让您久等了,布朗先生。您预订了从 3 月 5 日到 7日 3 个晚上的双床间,是这样的吗?G:Exactly.对。C:Couldyoufillouttheregistrationform,please?请填写这张登记表好吗?G:Fine(Filltheform)好的(填写表格)C:Howwou
20、ldyouliketomakepayment?您打算如何付款呢?G:ByAmericanExpressCard.用美国运通信用卡。C:MayItakeaprintofthecard,please?请让我划印一下你的卡,好吗?G:Sure,hereyouare.好的,给你。C:Thankyou,Mr.Brown.Yourroomnumberis2809.thatsonthe8thfloor.Abellmanwillshowyoutheroom.Pleaseenjoyyourstay.谢谢您,布朗先生。您的房间是 8 楼的 2809 好房,服务员会带您过去,希望您住得愉快。常用句型百宝箱1. 入住
21、基本应对1)Youcanjustskipthat,andIllfillitinforyoulateron.你可以先不填这一项,我待会儿帮您补上。2)Pleasesignatthebottomontherighthandside.请在右下角签名。3)MayIseesomeidentifications?我能看看您的身份证件吗?4)Howwouldyouliketomakepayment/settleyourbill?您打算如何付款呢?5)Incash/Bycreditcard/Bytravelerscheck.用现金/用信用卡/用旅行支票。6)Yourbillwillbepaidbyxx.您的账
22、单将由xx支付。7)PleasesignattheCashiersCounterwhenyoucheckout.您退宿时请到收银台签名。8)Yourroomcharge,includingtaxandservicewillpaidbyxx;butyouhavetosettletheincidentalchargesyourself.您的房钱,包括税金和服务费,将由xx支付,不过,杂费得由您自己支付。9)Haveanenjoyablestay./Pleaseenjoyyourstayhere.祝您住得愉快。2. 有旅行社凭证的入住登记1)MayIhavethehotelvoucher,pleas
23、e?我能看看您得住店凭证吗?2)Thatwilldo.有这个就可以了。3)Imafraidthatthisisonlyaconfirmationnote,butnotavoucher.恐怕这只是预订确认单,不是住店凭证。4)Imverysorry,butcouldyousettleyourbillwhenyoucheckout,please?很抱歉,还是请您结帐时付清账单好吗?3. 旅行团的入住登记1)WhoistheTourLeader,pleae?请问谁是领队?2)Idliketoreconfirmthescheduleofyourstayhere.我想再确认一下贵团在本店停留得安排表。3
24、)Isthereanychangeinthenumberofyourgroup?贵团人数有变动吗?4)Isthereanychangeinyourschedule?时间安排有什么变动吗?5)Couldyouplaceyourbagsinfrontofyoudoorby8:30?Wellhaveyourluggagepickedup.请在早上 8:30 把行李放在门口好吗?我们会派人去取。6)Hereareyourroomkeysandmealcoupons.这是贵团得房间钥匙和餐券。7)MayIhaveaGroupRoomingList,please?能不能给我一份团体分房名单呢?8)Isth
25、ereanythingelseIcandoforyou?您还有什么其它吩咐吗?9)IfIcanbeofanyhelp,pleasejustletmeknow.如果有什么我能效劳的,请千万别客气。4. 请客人等待1)Imafraidthatyourroomisnotquitereadyyet.Wouldyoumindwaiting,please?您要的房间恐怕还没有完全准备好。您介意等一会儿吗?2)Wehaveverysorryfortheinconvenience.很抱歉给你带来不便。5. 运送行李1)Letmehelpyouwiththeluggage.请让我来帮您拿行李。2)Howmany
26、piecesofluggagedoyouhave?您一共有几件行李?3)Isthatallyourluggage?行李都齐了吗?4)Isthereanythingvaluableorbreakableinyourbag?您得袋子有什么贵重或易碎的物品吗?5)Wouldyoumindtakingthishandbagwithyou?您介意自己拿着这个手袋吗?6)Justaminute,please.Illbringatrolley/baggagecart.请稍后。我去推一辆行李车来。7)ShallIoutyoursuitcasehere?我把您的旅行箱放在这里好吗?Unit4Complaint处
27、理投诉经典对话C=FrontOfficeClerk前台服务员G=Guest顾客C:Goodevening.FrontOffice.CanIhelpyou?晚上好,这里是前台。有什么可以为您效劳?G:ThisisMrs.Stevenson,Room1503.IvejustcheckedinandImnothappywithmyroom.我是 1503 房的史蒂文森太太,刚入住的,我对房间不满意。C:MayIknowwhatiswrong?请问有什么问题吗?G:Theroomissmellyandthereissomeoneshaironmybed!Ididntexpectsuchthinhswouldhappeninyourhotel.房间有股难闻的气味,我的床上还有别人的头发!我没料到你们酒店会发生这样的事情。C:Imsorrytohearthat.Mrs.S
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