酒店前台部英语培训.doc

酒店前台部英语培训.doc

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前台部英语培训

（一）自我介绍/Selfintroduction

姓名/Name年龄/Age性别/Gender身高/Stature名族/Nation

语言/Language婚姻/Marriage兴趣爱好/Hobby特长/One’sStrongSuit

教育/Education工作经验/WorkExperience工作成绩/WorkAchievement

职位/Position工作年限/WorkDuration面试/Interview

（二）酒店设施设备

客房/GuestRoom:

普通房/StandardRoom豪华房/DeluxeRoom套房/SuiteRoom

行政套房/Executivesuite总统套房/PresidentialSuite公寓/ApartmentRoom

复式套房/CompoundRoom单人房/SingleRoom双人房/TwinRoom三人房/TripleRoom

餐饮/Food&Beverage:

中餐厅/ChineseRestaurant（TheGardenRestaurant）会议室/ConferenceRoom

宴会室/BanquetRoom西餐厅/WesternRestaurant（TheMienCafé）酒吧/Bar（TheLongBar）

康体娱乐设施/Heath&EntertainmentFacilities:

羽毛球/BadmintonCourt篮球馆/BasketballCourt网球馆/TennisCourt

沐足馆/MassageRoom麻将室/Mah-jiongRoom桌球/Snooker泳池/Swimmingpool（OutDoor）

（三）对话练习

DialogueA

G:

ThisisJohnspeakingfromroom6311,Iwantsomebodytohelpmetakemyluggage.

S:

Certainly!

Mr.John!

CanIaskhowmanypiecesofluggagedoyouhave?

G:

Five.

S:

OK,Thebellboywillcometotakethemrightnow!

G:

Bytheway!

Canyoupreparemybillnow?

I’minhurrytocatchtheflight/gototheairport.

S:

Noproblem!

DialogueB

G:

Canyouwakeupmetomorrow?

S:

Yessir!

MayIknowyourroomnumber?

G:

6311.

S:

MayIknowwhattimewouldyouliketowakeup?

G:

Aquarterto7o’clock/sixfortyfive.

S:

OK.Wewillcallyouontime.Goodnight!

G:

Thankyou!

Bytheway,whereisthebreakfast?

S:

It’sinthewesternrestaurant.Andit’sfrom7-10o’clock.

G:

Whereisit?

S:

It’sonthefirstfloorof6thblock.

G:

Isee.Thankyou!

Goodnight!

DialogueC

G:

It’ssomethingwrongwithmyair-conditionintheroom./Mytoiletisnotwork.

S:

I’msorrysir.MayIknowyourroomnumber?

G:

6311.

S:

Don’tworrysir!

Theengineerwillcometocheck&fixitassoonimmediately!

S:

Goodevening!

Sir.Thecallingfromreception.Wearesosorrytoinformyouthattheair-conditioncouldnotreadytonight!

Therewasaterribleproblemofif,weshouldcontacttoprofessionalpeopletofixittomorrow.Canwehelpyoutochangeanotherroom?

G:

OK!

Whichroom?

S:

Thenewroomis6310.Pleasepackyourluggageandwaitinginyourroom.Thebellboywillcome&helpyouchangetheroom.

G:

OK!

DialogueD

G:

Doyouhavelaundryservice?

S:

Yes!

Therearelaundrylist&laundrybagsintheroom.Pleasefillinit&packyouclothes.Thenjustleaveitsonthebed.Thehousekeepingwilltakeitsinthemorning.

G:

WhencanItakeitsback?

S:

Ifdeliverbefore10o’clockinthemorning.Itscansentbackat7o’clockintheevening.

G:

Doyouhaveexpressservice?

S:

Yes!

Wehave.Expressservicecantakeitbackaftersixhoursfromdelivering.Butitshouldbesentbefore5o’clock.

G:

Isee.Thankyouverymuch!

YourEnglishisverygood.

S:

Thankyou!

It’smypleasuretohelpyou!

Wehopeyouwillenjoyyoustaywithus!

DialogueE

G:

Doyouhaveroomservice?

S:

Yes!

Thereisamenuinthedrawer.Andtheroomservicephonenumberwasmarkedonthetelephone.It’sopenuntil2o’clockintheearlymorning.

G:

Thanks.CanIaskmassageserviceinroom?

S:

Sorry!

Sir.Wedon’thavemassageserviceintheroom.You’dbettertogotothemassagecentre.It’sonthe5thblock.Businesstimeis10o’clockinthemorningto12o’clockatnight.

G:

Thankyou!

DialogueF

G:

Iwanttoplaygolftomorrowmorning.CanIbookyourgolfcarat7o’clock.

S:

Noproblem!

Howmanypeoplearethereinyourparty?

G:

Onlyone.

S:

Ok!

Thecarwillwaitingforyouontimetomorrowmorning.

G:

Bytheway,canIaskalatecheckout?

S:

Sowhenwillyoucheckout?

G:

Aboutthreeo’clock.

S:

I’msorrysir!

Weonlycanapproveyoufreelatecheckoutuntiloneo’clock.Afterityoushouldpayhalfcharge.

DialogueG

G:

Cangetmoreslippers/bathrobe/toothbrush?

Canyousentmeaadapter/hairdryer/iron&ironboard?

S:

Noproblem.MayIknowyourroomnumber?

G:

6311.

S:

OK!

Theroomattendantwillbringtoyouimmediately.

DialogueH

S:

Goodafternoon!

Reservation!

TracyspeakingmayIhelpyou?

G:

IwanttobookasingleroomonthisFriday.

S:

Pleasewaitamoment.Letmecheckourroomsavailabilities/vacancyofthatdate…..Sorrytokeepyourwaiting,madam.Yes,wehavethevacancy/don’thaveanysingleroomsavailableofthatdate.MayIknowinwhosenamewouldyouliketobook/wouldyoumindatwinbedsroomtoinstead?

G:

MICHELL

S:

Howmanynightwouldliketostay?

G:

Three.

S:

SothepriceisRMB922netontheweekend&RMB717netontheweekdays.

G:

OK!

Igetit.

S:

MayIknowyouphonenumber?

G:

12345111

S:

Mayknowwhenwillyouupon?

G:

Aboutnineo’clockintheevening.

S:

OK!

Ms.Michell.yourroomwasbooked,letmerepeatyourreservation.It’sasingleroomforMs.MichellfromthisFridaytoMonday.ThepriceisRMB922net&RMB717met.

G:

Correct!

S:

Thanksforyourbooking.Wearelookingforwardtoservingyou.

DialogueI

G:

Ihaveareservation.

S:

MayIhaveyournameoryourpassport?

G:

Hereyouare.

S:

Yes,yourbookingisasingleroomstayhereforthreenights.

G:

Correct!

S:

Pleasefillin/writdownyourhomeaddressandsignyournamehere.

S:

MayIaskhowwouldyouliketopay/settleyourdeposit/bill?

Bycreditcardorincash?

G:

Bycreditcard.

S:

MayIhaveit?

S:

Thisisyourcreditcardauthorizationvoucher.Pleasesignyournamehere.

S:

Thisisyourroomcard.Theroomnumberis6311,onthethirdfloorof6thblock.Pleasesignyournameheretoconfirmallthedetails.Thebreakfastitinthewesternrestaurant.It’sfrom7-10o’clock.It’sincluded.Justshowyourwelcomecardtotakeit.

Outbellboywillshowyoutoyourroom.Wehopeyouwillenjoyyourstayingwithus.

DialogueJ

G:

Iwanttostore/keepmyluggage.

S:

Isthereanythingvaluableorbreakableinside?

G:

No!

S:

Mayaskwhattimewillyoutakeitback?

G:

About5o’clockintheafternoon.

S:

OK!

Itstotallythreepieces.Pleasesignyounameonthisluggagetap.

G:

Hereisyourtap.Pleaseshowitwhenyoutakebackyourluggage.

（四）常用句子

UsefulSentences

1.Couldyouspeakslowlyandloudly?

2.Pardon?

I’msorrysir.Idon’tknowwhatdoyoumean.Pleasewaitamoment/holdtheline.Iwillbringmymanagertoyou.

3.Thankyouforyourunderstanding.

4.I’mafraidit’sagainstourpolicy.

5.Wehaveshuttlebusfromhoteltogolfclub/swimmingpool.It’sleavingforeveryonehour.

6.AnythingelseIcandoforyou?

Justletmeknow.

7.Letmehelpyouwithyourluggage.

8.I’malwaysatyourservice.

9.I’mafraidtheroomisnotreadyyet.Thewillbedelayabouthalfanhour.

10.Weapologizefortheinconvenience.Whatabouthavingsomedrinkinthewesternrestaurant.Andwewilltakecareofyouluggage

11.Wereallyapologizeforthedelay.

12.I’msorry,therecouldbesomemistakes.

13.Nevermind.

14.It’sallright./It’sdoesn’tmatter.

15.Rightaway,sir.

16.Wishyouhaveagoodtrip.

17.Thesametoyou.

18.Wedon’thaveshuttlebustoGZcitycentre.You’dbettertorentourhotelcar.It’scostRMB300.

19.It’sabouttwentyfiveminutes/fortyfiveminutesfromhoteltotheairport/GZ.

ShowDirections

East/东South/南West/西North/北Infrontof/在….前面beside/旁边behind/后面

above/上面Below/下面on/上面under/下面river/河crossroad/十字路口

bridge/桥trafficlight/交通灯block/街区Corner/拐角ontheleft/在左边

ontheright/在右边attheendof/在最后crossthestreet/过马路turnleft/转左

turnright/转右inthenext/在下一个Nearby/附近，旁边gostraight/直走roadsign/路标

bybus/taxi/乘车onfoot/步行drivealong/一直往前开keepstraighton/继续走下去