服务英语.docx
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服务英语
第一章FrontOfficeService
第一节接待（Reception）
TrainingObjectives
Uponcompletionofthischapter,thelearnerswill:
Øbefamiliarwiththejobresponsibilitiesofareceptionist；
Øbeabletousethewordsandexpressionswidelyusedinthefrontdesk;
Øbeabletodealwithguests’check-inandreceiveguestsatthefrontdesk.
UsefulWords&Phrases
Registrationform住宿登记表
Groupvisa团队签证
Fillin/fillout填写
Paymentmethod付款方式
Forename名
Surname/familyname姓
Checkin登记入住
Checkout结账退宿
Assignrooms派房
Deposit押金
Settlethebill结账
Signature签名
Servicecharge服务费
Voucher/coupon票券
Takeaprintofthecard刷卡
UsefulExpressions
1）Welcometoourhotel.欢迎来到我们酒店。
2）I’dliketocheckin,please.我要登记住宿。
3）I’llcheckourreservationrecord.我要查看一下预定记录。
4）Justamoment,please.I’llcheckthearrivallist.请稍等,我要查一下到客单。
5）I’msorrytohavekeptyouwaiting.对不起,让您久等了。
6）Thankyouforyourwaiting,Sir.让您久等了。
7）Wouldyoumindfillinginthisregistrationform?
请填一下住宿登记表好吗？
8）MayItakeaprintofyourcard?
我能刷一下您的卡吗？
9）Wouldyoupay1000Yuandeposit?
请预付1000元押金好吗？
10）Here’sthekeytoRoom908andyourRoomCard.这是908号房的钥匙和您的房卡。
11）MayIhaveyourpassport,please?
Weneeditforregistration?
请出示护照,我们登记时需要。
12）Hereisyourroomkeyandbreakfastvoucher.这是您的房间钥匙和早餐券。
13）Ifyouneedanything,justtelltheservicecounter.如果您需要什么,请告诉服务台。
14）You’rewelcome.I’malwaysatyourservice.不客气。
时刻为您效劳。
15）You’rewelcome.Haveaniceevening.不用谢。
祝您晚安。
16）Ihopeyouwillenjoyyourstaywithus.希望您在我们这里住得愉快。
17）Iwishyouapleasantstaywithus.希望您在我们这里住得开心。
Dialogue:
Receivingaguestwithadvancereservation（R:
receptionist,G:
guest）
R:
Goodevening.WelcometotheSunshineHotel.WhatcanIdoforyou?
G:
I’dliketocheckin.Ihaveareservationwithyou.
R:
MayIhaveyourname,please?
G:
DavidBrown.
R:
Justaminute,please.…Yes.Mr.Brown.Youhavereservedatinroomwithaseaviewfor5nights.Theroomrateis$100pernight,includingbreakfast.Isthatright?
G:
Yes.
R:
Couldyoupleasefillouttheregistrationform?
（afterawhile）
G:
Hereyouare.
R:
Howwouldyouliketosettleyourbill,incashorbycreditcard?
G:
Bycreditcard.
R:
MayItakeaprintofyourcard?
G:
Hereyouare.
R:
Pleaseputyoursignaturehere.
Hereisyourroomkey,Mr.Brown.Yourroomnumberis907onthe9thfloor.Pleasemakesurethatyouhaveyourkeycardwhenyouleavetheroom.Thebreakfastwillbeservedfrom7amto9amtomorrowatthecoffeeshoponthefirstfloor.
G:
Thanks.
R:
Thebellboywillshowyoutoyourroom.Haveanicestaywithus.
G:
Thankyou.
R:
Mypleasure.
第二节询问台（AttheInformationDesk）
TrainingObjectives
Theaimsaretoimprovethestudents’abilityto:
ØAnswerenquiries;
ØGiveinformationinapoliteandfriendlywayinmanydifferentsituations（notjusttodowithaccommodation）.
Dialogue：
I.Showingdirections（G=guest;S=staff）
G:
Excuseme,canyoutellmewherethenearestsupermarketis?
S:
Thereisasupermarkettwoblocksawayfromthehotel.
G:
HowcanIgetthere?
S:
Whenyougooutthehotel,turnrightandwalkalongthestreetuntilyouseearedbuilding.Thesupermarketisinit.
G:
Thanks.Bytheway,wherecanIfindanATMnearhere?
S:
Atthebanknextdoor.
G:
Whichway?
S:
Takealeftturnaftersteppingoutofthehotel.thebankisatthecorner.Youcan'tmissit.
G:
Thankyouverymuch.
S:
You'rewelcome.
II.Givinginformation（G=guest;S=staff）
S:
Goodmorning.WhatcanIdoforyou?
G:
CanyoutellmewhenIcagetamealinthehotelrestaurantthisevening?
S:
Yes,certainly.Theserviceofdinnerstartsat7:
30andlastordersaretakenat9:
45.
G:
Isee.DoIneedtobookatable?
S:
No,that'snotreallynecessary.
S:
Information.HowcanIhelpyou?
G:
I'dlikesomeinformationabouttrainsfromGuangzhoutoBeijing,please.
S:
Yes.Therearetwo.OneleavesGuangzhouat8:
00anditarrivesinBeijingat11:
35thenextmorning.
G:
Leavingat8:
00andarrivingat11:
35.
S:
That'sright.Alternatively,there'sanotherat15:
00whicharrivesinBeijingat16:
00thenextday.
G:
Didyousay16:
00?
S:
Yes.
G:
Oh,well,thatonesoundsbetter.Thankyousomuch.
S:
You'rewelcome.
第三节处理投诉（HandlingComplaints）
TrainingObjectives
Theaimsaretoimprovetheabilityto:
Ørespondtocomplaintsandtoapologize.
UsefulWords&Phrases
assoonaspossible尽快
bedissatisfiedwith对……不满
dealwith/handle/takecareof处理
claim索赔
understaffed人手不足
outoforder故障
customersfirst顾客第一
improve改善/提高
UsefulExpressions
1）What’sthetrouble,Sir?
先生,出了什么问题？
2）Isthereanythingwrong,Madam?
夫人,出了什么问题？
3）I’dliketomakeacomplaint.我要投诉。
4）Canyouchangetheroomforme?
It’stoonoisy.能换房吗？
这太吵了。
5）Pleaseacceptmyapologyonbehalfofthehotel.请接受我代表酒店向您的道歉。
6）Wemighthaveoverlookedsomepoints.我们可能忽略了一些细小的地方。
7）I’mterriblysorry,Sir.I’llattendtoitatonce.很抱歉,先生。
我马上处理这件事。
8）I’lllookintothismatteratonce.我马上去查清这件事情。
9）Therecouldhavebeensomemistake.Idoapologize.可能是出了什么差错,实在是对不起。
10）Iunderstandhowyoufeelandwe’lltryourbesttohelpyou.我理解您的心情,我们会尽最大的努力帮助您。
11）I’mafraidyouhavemisunderstoodwhatIsaid.PerhapsIcanexplainitagain.恐怕您误会我的意思。
不妨让我再解释一下。
12）Toexpressourregretforallthetrouble,weofferyoucomplimentaryflowers.我们给您带来了这么多麻烦,为表达歉意,特为您提供免费花篮。
13）I’msorry.It’sthepolicyofthehotel.Ihopeyouwillunderstand.对不起,这是酒店的规定。
希望您能理解。
14）I’mafraidIcan’tdothatforyou.It’sagainstourregulation.恐怕我不能那样做,这是违反酒店规定的。
15）Pleaseallowmetosendachambermaidtoyourroomtohelpyoulookforitagainthoroughly.请允许我派一个服务员来帮您在房间里再仔细找找。
16）ShallIcallthepoliceforyou?
我帮您报警好吗？
17）Iwillspeaktoourmanageraboutit.我会向经理报告这件事情。
第二章HousekeepingService
第一节IntroducingRoomFacilities
DialogueOne（FA:
FloorAttendantB:
TonyBrown）
FA:
Welcometothefifthfloor.I’mthefloorattendant.CanIhelpyou?
B:
Yes.Whereismyroom?
FA:
Sure.MayIhavealookatyourroomcard,please?
B:
Hereyouare.
FA:
It’sTonyBrown.Room322.Isthatallright?
B:
Yes.
FA:
I’llshowyoutoyourroom.Thisway,please.Room322isattheendofthelongcorridor.
B:
OK.Afteryou.
FA:
Thisisyourroom,Mr.Brown.MayIhaveyourkey,please?
Letmeopenthedoorforyou.
B:
Hereitis.
FA:
I’veopenedthedoor,Sir.（Precedestheguestsintotheroomandturnsonthelight）
B:
Thankyou.Whenwillmybaggagearrive?
FA:
Yoursuitcaseswillbehereshortly.Thebellmanishandlingthem.
B:
Verywell.（lookingaroundtheroom）
FA:
（Drawingthecurtainsasideandadjustingtheairconditioning）Howdoyouliketheroom?
Itisspaciouswiththewindowfacingsouth.
B:
Yes,it’snice.
FA:
I’mgladyoulikeit.Hereareyourkeyandbreakfastvoucher,Mr.Brown.
B:
Thankyouforyourhelp.
FA:
Youarewelcome,Sir.Ihopeyou’llenjoyyourstayhere.
DialogueTwo（R:
RoomAttendant;G:
Guest）
R:
Yourroomisfacingthegarden,Mr.Black.It’sveryquiet.Ihopeyouwilllikeit.
G:
Yes.Theroomlooksverynice.
R:
Hereisthemasterswitch.Pleasebesuretoinsertthekeycardintoitsslot,otherwisethepowerwillbecut.Thisisthetemperaturecontrol.Youmayadjustitasyoulike.Andthepanelonthenightstandcontrolsthedifferentdevicesintheroom.Thatdoorleadstothebathroom,andthereislaundrybagbehindthedoor.Thehotwatersuppliesalldaylong.
G:
Canyoutellmeourtelephonenumber?
R:
Theextensionnumberisjustthesameasyourroomnumber.Ifyouneedanything,pleasedial9orpressthebuttonoverthere.Hereisthewardrobe,theluxurycottonbathrobe,thehairdryer,andtheminibar.
G:
WhatabouttheTV?
R:
Thistheremotecontrol.TherearetwentychannelsincludingthreeEnglishprograms.Andthistelevisionofferssatellitechannelsandpaymovies.Hereisaprogramlist.Thereisthesocketfortheelectricshaver.HereinDinaitis220V.
G:
Oh,myelectricshaverisoperatedby110V.
R:
Don’tworry,Sir.Wehavetransformersonloan.
G:
Good.CanIhaveone?
R:
Sure.Mr.Black.I’llbringyouoneimmediately.Well,isthereanythingelseIcandoforyou?
G:
Onemorething,howcanImakeanoutsidecall?
R:
Ifyouwanttomakeanoutsidecall,pleasedial“0”first.Thereisatelephonedirectoryonthewritingdesk.Youmayreadit.Bytheway,hereisourhotel’sServiceInformationBooklet.Itgivesyouanideaaboutourservicesandfacilities.
G:
Wonderful.Thankyouverymuch.
R:
Mypleasure.
DialogueThree（C:
Clerk;G:
Guest）
C:
（knockingatthedoorandwaitingforareply）Roomattendant,mayIcomein?
G:
Yes.Comein,please.
C:
Goodafternoon,Mr.Black.Hereisthetransformeryouneed.
G:
Thankyou.Bytheway,I’dliketohavebreakfastinmyroom.WhenshouldIorderthat?
C:
Thisisyourdoorknobmenu.Justchecktheitemsyouwouldlikeforbreakfast,markdownthetimeandhangitoutsideyourdoorbeforeyougotobedtonight.Outhotelhasveryconsiderateroomservice.
G:
IhopeI’llgetupontime.
C:
Youcanplaceawake-upcallwiththeoperator.
G:
Thankyoufortheinformation.
C:
Ifyoudon’twanttobedisturbed,justhangthe“DND”signoutsideonthedoorknoborpushtheredbutton.Ifitisturnedtheotherway,I’llknowyouwantmetomakeupyourroom.
G:
That’sverykindofyou.
C:
I’malwaysatyourservice.
UsefulPhrasesandSentencesforService
Welcometotheeleventhfloor.I’mthefloorattendant.
Thisway,please.I’llshowyoutoyourroom.
Howdoyouliketheroom?
Theroomisfacingsouthandcommandsagoodviewofthebeautifulgarden.
Hereisthemasterswitch.Please
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