饭店服务实用英语.docx
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饭店服务实用英语
《饭店服务实用英语》
PartⅠ Front Office Service前厅服务
•Unit 1Room Reservation 房间预订
Key Words(重点词汇)
Receptionist 接待员
Reserve预订
Apartment公寓房间
room rate房间价格
convenient方便的
book预订
guarantee担保,保证
requirement要求
operator话务员
Take message替……留言
Leave message留言
Outside line外线
Dial tone拨号音
Country code国家代码
Areas code电话区号
IDD (International Direct Dial) 长途直拨电拨电话
DDD (Domestic Direct Dial )国际长途直拨电话
information office 问讯处
reception office 接待室
hotel register 旅客登记簿
registration form 登记表
manager 经理
attendant 服务员
office clerk 值班服务员
waiter (餐厅)服务员
waitress (餐厅)女服务员
under your name 以您的名义,在您的名下
Useful Expressions(实用表达)
Offering Help
1) What can I help you, please?
2) May I help you, please?
3) Is there something I can do for you, sir / Madam?
Reservation requirements
1) Are there any rooms available?
2) I want / would like to reserve a single room with bath and a fine view.
3) I want / would like to reverse a room for one night.
4) I want / would like to reserve a room from 5th April to 9th April.
Giving Information about Rooms and Room Rates
1) We have many types of rooms, such as…
2) What kind of room do you want to reserve?
3) What rate do you prefer?
4) We can give / offer you 30% off / 30% discount at weekends.
5) We will give / offer you 20% off / 20% discount for the group
reservation.
Accepting a Reservation
1) For how long will you stay in our hotel?
/How long will you be staying
in our hotel?
2) We still have rooms available which meet your requirements.
3) In whose name will you reserve?
4) I will confirm your reservation information.
5) We look forward to your arrival / coming / seeing you soon.
6) We are expecting your arrival.
Refusing a reservation
1) I am sorry. No rooms are available.
2) Sorry, Miss Clinton. All the standard rooms have been fully booked on
the day you planned to come.
3) I am sorry. All the standard rooms have been fully booked. What about
suite rooms?
Revising a Reservation
1) Sorry, due to…, I have to cancel the reservation made in your hotel.
2) I want / would like to revise / change my reservation information.
3) How would you like to revise / change it?
4) I want / would like to change the reservation date?
Room types(房型)
单人间:
Single Room
双人间:
Double Room
大床间:
King Size & Queen Size Room
标准间:
Standard Room
标准间单人住:
TSU(Twin for Sole Use)
三人间:
Triple Room
四人间:
Quad Room
套间:
Suite
公寓:
Apartment
别墅:
Villa
按级别分:
经济间 Economic Room
普通间 Standard Room
高级间 Superior Room
豪华间 Deluxe Room
商务标间 Business Room
行政标间 Executive Room
行政楼层 Executive Floor
不限房型 Run of the House
无烟标准间 Non Smoking
残疾人客房 Handicapped Room
带厨房客房 Room with Kitchen
相邻房 Adjoining Room
按朝向分:
朝街房 Front View Room
背街房 Rear View Room
城景房 City View Room
园景房 Garden View Room
海景房 Sea View Room
湖景房 Lake View Room
Unit 2Check-in Service登记入住
Key Words(重点词汇)
•register ['redŋistŋ] v. 登记
•passport ['pɑ:
spŋ:
t] n. 护照
•pay [pei] v. 支付
•check [tŋek] n. 支票
•receipt [ri'si:
t] n. 收据
•sign [sain] v. 签
•bellboy ['belbŋi] n. 行李员
•luggage ['lŋgidŋ] n. 行李
•brochure ['brŋuŋŋ] n. 小册子
•deposit [di'pŋzit] n. 定金
•departure [di'pɑ:
tŋŋ] n. 出发
Useful Expressions(实用表达)
•Greeting guests and getting information about reservation
•1) Good afternoon, sir. What can I do for you?
•2) Do you have a reservation with our hotel?
•3) In whose name was the reservation made?
•4) Wait a moment, please. I’ll check our reservation record for you.
•5) Your reservation was made by phone and it is guaranteed by credit
card.
•Registering guests
1) May I have your passport to fill out the registration form for you?
•2) Please sign your name here, sir / madam.
•Advance information on payment
•1) You need to pay a $1000 deposit, sir / madam.
•2) A $1000 deposit is required to be paid in advance, sir / madam.
•3) How would you like to pay (your deposit), sir / madam?
In cash, by
credit card, or by check?
•4) Your check is unlimited, please sign your name here, write down the
name of your company and the phone number of the finance department
in your company.
•5) Please keep your receipt for the check-out, sir / madam.
Useful Expressions(实用表达)
•Giving guests key cards to rooms
•1) Your key card and breakfast vouchers are all in this envelope, your
room is 0302.
•2) The breakfast time is from 6:
30a.m to 10:
00a.m.
•3) Our bellboy will help you with your luggage and show you to your
room.
•Wishes
•1) Hope you’ll enjoy your stay with us.
•2) Wish you a wonderful time here.
Unit 3Other Services Regarding Reception Desk 其它有关前台服
务
•Main Points(知识要点)
•※ Procedures of extending the stay for a guest
•延住服务程序
•※ Procedures of changing the room for a guest
•换房服务程序
•※ Procedures of receiving visitors
•接待访客服务程序
Key Words(重点词汇)
•extend [iks'tend] v. 延伸
•extension [iks'tenŋŋn] n. 延长
•transfer [træns'fŋ:
] v. 转移
•signature ['signitŋŋ] n. 签名
•attendant [ŋ'tendŋnt] n. 服务员
Useful expressions(实用表达)
•Extending the stay
•1) There is some change in my plan.
•2) I am wondering if I can extend the stay?
•3) I need to stay here for three more days.
•4) Please wait a minute, Mr. Green, I need to check the reservation
records first.
•5) Here are the extension form and deposit receipt.
•6) You need to pay more as a deposit for extending your stay.
•Changing the room
1)There is something wrong with my bed, can I change to another
room?
2)Would you mind waiting for a minute, I’ll send someone there right
away for a check for you.
3)Would you mind transferring to a standard room on the 5th floor?
4)The room is similar to the one you are staying in.
5)I’m sorry for the inconvenience caused for you.
•Receiving visitors
•1) They are expecting me in their rooms.
•2) Would you please complete this visiting card?
•3) Please show the visiting card to the floor attendant
•4) Have fun with your friends.
Unit 4Concierge Service 礼宾服务
● Main Points(知识要点)
•※ The way to welcome and bid farewell to guests
•迎客和送客方式
•※ Service of delivering luggage for guests
•为客人运送行李服务
•※ Showing guests to rooms
•引领服务
•※ Introducing facilities and services available in the hotel
•介绍酒店设施和服务
Key Words(重点词汇)
•doorman ['dŋ:
mŋn] n. 门童
•suitcase ['sju:
tkeis] n. 手提箱
•elevator ['eliveitŋ] n. 电梯
•corridor ['kŋridŋ:
] n. 走廊
•carpet ['kɑ:
pit] n. 地毯
•rack [ræk] n. 行李架
•switch [switŋ] n. 开关
•ceiling ['si:
liŋ] n. 天花板
•lamp [læmp] n. 台灯
•wardrobe ['wŋ:
drŋub] n. 衣柜
•hanger ['hæŋŋ] n. 挂
•laundry ['lŋ:
ndri] n. 洗衣店,要洗的衣服
•instruction [in'strŋkŋŋn] n. 使用说明
Useful Expressions(实用表达)
•Greeting guests
•1) Welcome to Friendship Hotel.
•2) Do you have any luggage?
•3) I’ll take care of your suitcases,
•4) This way, please. The reception desk is right ahead / over there.
•Helping guests with their luggage and showing the way
1) Shall I help you with your luggage?
2) How many pieces of luggage have you got / do you have?
3) This way, please. We need to take the elevator to go to the 3rd
floor.
•Introducing the room facilities and the hotel service
1) Please allow me to show you the room, sir.
2) Here is the light switch, and this is the remote control for TV / air-
conditioning.
3) This is the brochure about our hotel services
4) Do you want me to demonstrate the way of using it, sir?
•Bidding farewell
1) Shall I arrange a taxi for you, sir?
2) Here is your taxi, please get in.
3) Have a nice trip.
Unit 5 总机服务opetator
•Main Points(知识要点)
•※ Procedures of wake-up calls
•叫早服务程序
•※ Three ways of wake-up calls
•三种叫早服务方式
•※ Answer inquiries about long distance calls
•解答关于长途电话咨询服务
•※ The way to take massages for guests
•留言服务
Key Words(重点词汇)
•operator ['ŋpŋreitŋ] n. 操作员,话务员
•wake [weik] v. 叫醒,醒来
•useful ['ju:
sful] a. 有用的
•Singapore [,siŋgŋ'pŋ:
] n. 新加坡
•assist [ŋ'sist] v. 协助
•response [ris'pŋns] n. 反应,响应
•ensure [in'ŋuŋ] v. 保证,担保
Useful expressions(实用表达)
•Wake-up calls
•1) At what time?
•2) Please dial your new wake-up time. The computer will cancel the old
time.
•3) I’ll wake you up at 6:
30 a.m. tomorrow morning by knocking on your
door.
•Phone call
•1) To which country, please?
•2) Would you like a pay call or a person-to-person call?
•3) I’ll put you through. Please hold on.
•4) May I have the area code and the phone number?
•5) I’m afraid you got a wrong number.
•6) Shall I connect you with the international operator?
•Taking a message
•1) I’m afraid there is no response. Can I take a message, please?
Or you
can call later.
•2) I’ll pass your message to Mr. Green.
3) Would you mind leaving your telephone number?
Unit 6Information Desk 咨询台
•Main Points(知识要点)
•※ The way to give directions
•指路服务
•※ Provide shopping information
•提供购物信息
•※ Answer inquiries about transportation
•回答交通咨询
Key Words(重点词汇)
•appreciate [ŋ'pri:
ŋieit] v. 感激
•hesitate ['heziteit] v. 犹豫,迟疑
•post [pŋŋst] n. 柱子
•vase [vɑ:
z] n. 花瓶
•jewelry ['dŋu:
ŋlri] n. 珠宝
•feature ['fi:
tŋŋ] n. 特色
•transportation [,trænspŋ:
'teiŋŋn] n. 运输,运输工具
•consultation [,kŋnsŋl'teiŋŋn] n. 咨询
•maximum ['mæksimŋm] a. 最高的,最大极限的
Useful Expressions(实用表达)
•Giving directions
1) How will you come here, madam?
2) I’ll tell / show you the way to our hotel.
3) I’ll tell / show you how to come here / get there.
4) Drive straight along the road, turn left at the second traffic lights,
you’ll see our hotel on the right.
5) Go straight and then take the left turn at the next corner, you’ll see it
just in front of you.
•Shopping information
•1) There are a great variety of goods there.
•2) There are so many you can choose from.
•Transportation information
1) There are two buses going to the Great Wall every day.
2) How long does it take to get to the Great Wall?
3) It usually takes you two hours.
4) Do you need us to book you tickets?
Unit 7Check out结帐服务
•Main Points(知识要点)
•※ Procedures of helping guests with their foreign currency exchange
•外币兑换服务程序
•※ Procedures of providing check-out service
•退房服务程序
•※ Ways