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酒店前厅英语口语

时间:2016-04-21 来源:唯才教育网 本文已影响

篇一:酒店前厅英语口语

酒店前厅英语口语

第一部分 前厅

Part one FRONT OFFICE

Unit one Making a Reservation/Advance Reservation

第一章 预订

Key Sentences例句

1. Good morning/evening. Reservation. May I help you?

早上好/晚上好,这里是...酒店客房预订部,请问需要什么帮忙吗?

2. What can I do for you?

我能为您帮什么忙吗?

3. Hold on line, please. Could you please hold on?

请稍等(电话中) 请稍等,好吗?

4. Could you wait a minute, please?

请稍等,好吗?

5. Are you with a company?

您是公司预订吗?

6. May I know you departure date?

请问您的离店日期是哪天?

7. How long will you stay with us?

请问您住几天?

8. How many people are there in your party?

您们一共几个人?

9. That will be four nights.

四个晚上。

10. May I know the arrival date, please?

请问哪天入住?

11. Is it just for tonight?

请问只住今天一晚吗?

12. When do you check in?

请问您什么时候入住?

13. Would you like a single room or a double room?

请问你想订单人间还是双人间?

14. What kind of room would you like/prefer?

请问您喜欢什么样的房间?

15. Would you please tell me your full name, please?

请问您的全名是?

16. And your address, please?

请问您的地址?

17. May I know you telephone number, Mr Smith?

史密斯先生,请问您的电话号码是?

May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式?

How would you like to guarantee your reservation?请问您的担保方式是?

May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。

18. We have a single available for those dates.

我们还有一些单人间可以接受预订在那个时间段。

19. It?s all right for the next week.

下个星期没有问题。

20. We do have a vacancy for those dates.

那段时间我们可以接受预订

21. Yes, you can have a room on Saturday.

是的,星期六您可以订到房间。

22. I?m afraid we won?t be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.

恐怕十六号后我们不能保证有房间提供给您,那段时间是我们的入住高峰期。

23. I?m sorry, but we?re fully booked for single rooms. Would you like to have a double one?

很抱歉我们的单人间已经订满了,给您订双人间怎么样?

24. I?m sorry, but the hotel is full on that date.

很抱歉,那天我们酒店的客房已经住满了。

25. I?m sorry, we don?t have any room available for that week.

很抱歉,我们那周的预订已经全满了。

26. Service isn?t included in the room rate.

服务费不包含在房费里

27. Above rate is subject 15% service expense.

以上报价需另付15%服务费

28. We offer 10% discount for group reservation, sir.

先生,团队预订可以打九折。

29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before……。

史密斯先生,我跟你确认一下你的预订内容:你的抵达日期是。。。。。。

请您付1000元押金,我们将在您退房时将余额退还您 12.Here is your room key。 这是您的房间钥匙 13.Your room number is 246 on the second floor. 您的房间在二楼的246房。 14.Here is your key card 这是您的房卡 15.I?ll get the bellman to take your luggage up. 我会叫行李生帮您把行李送到房间 16.The bellman here will take your luggage and show you the way. 这里的行李生会为您提行李,并为您带路 17.We?ll extend the reservation for you . 我们可以为您延长预订 18.Are you checking out today? 您今天可以结帐吗? 19.Would you like to check out now? 您今天要退房吗?20.Please pay at the cashier?s desk over there 请到那边帐台付款 21.If there?s anything you need, just ring reception. 如果您需要什么,就打电话给服务台。 22.Because of the bad weather, the swimming pool won?t be open today. 因为天气不好,今天游泳池不开放。 23.The phone number of our hotel is 68718888. 我们酒店的电话号码是68718888. 24.Please dial 9 before you dial the number. 拔号码前请先拔9.

when we get through to .

对不起,先生/小姐,请您先挂下电话,接通 之后,我们立即转给您。

5. TELLING GUEST YOU WILL CALL HIM/HER BACK. 告诉客人你会尽快回电给他Would you please hang up, sir/madam, we?ll call you back shortly.

先生/小姐,请您先挂下电话,我们会很快回电给您。

6. ASKING CALLER TO SPEAK MORE SLOWLY 请对方讲慢些

Could you speak more slowly, please?

对不起,请您讲慢一点儿,好吗?

7. ASKING CALLER TO REPEAT 请对方重复一遍

Could you repeat that, please?

对不起,请您再说一遍好吗?

8. ASKING CALLER TO SPEAK LOUDER

Could you speak a little louder, please?

对不起,请您说大声点儿,好吗?

9. ASKING FOR CALLER?S NAME/GUEST?S NAME

Your name please? / Who is speaking, please?

The guest?s name, please?

您贵姓?请问客人姓名?

10. ASKING FOR THE NUMBER WHICH IS BEING DIALLED

What number are you calling, please?

请问,您拔的号码是什么?

11. ASKING FOR THE PLACE WHICH THE CALLER IS CALLING FROM

Where are you calling from, please?

请问您从哪儿打来?

12. ASKING TO TRY ANOTHER TIME

Could you try again for me, please?

请您帮我试一次,好吗?

13. ASKING FOR CHECKING SOMETHING

Could you check it for me, please?

请您帮我查一下,好吗?

14. ASKING FOR WAKE-UP TIME

Could you give me a wake up please?

能给我一个叫醒服务吗?

Sure, at what time, please?

好的,请问几点钟叫早?

15. ASSURING GUEST OF THE WAKE-UP CALL

We?ll call you tomorrow morning at

And good night, Mr/Ms

我们会在明晨 点叫醒您;晚安, 先生/小姐

16. ANNOUNCING A WAKE-UP CALL

Good morning, Mr/Ms , this is your wake up call, have a nice day.

早上好! 先生/小姐,叫醒服务,祝您一天愉快。

17. ASKING FOR THE TYPE OF A CALL

May I know if it?s a paid call or a collect call?

May I know if it?s a person to person or a station call?

请问是自付电话还是受付电话?请问是叫人还是叫号?

18. TELLING GUEST COLLECT CALL CAN NOT BE STATION CALL

I?m afraid that collect call can not be station call, would you like to make it a paid call?很抱歉,叫号电话不能受付,自付好吗?

19. ASKING A GUEST TO DIAL DIRECTLY FROM ROOM

You may call directly from your room, sir/madam.

先生/小姐,您可以从房间直接拨电话出去。

20. ASKING GUEST IF HE/SHE ACCEPTS A COLLECT CALL

Mr/Ms There is a collect call from Mr/Ms in ,will you accept the charges?

先生/小姐,这里有 先生/小姐从 打来的受付电话,请问您接吗?

21. TELLING GUEST HOW TO MAKE DIRECT CALL

Please dial 9 first, and then dial the country code, area code and then the telephone number.

请先拨9,然后是国家代号,地区代号,最后是电话号码。

22. TELLING GUEST ABOUT TELEPHONE CALL CHARGES

Good morning/afternoon/evening, it?s operator speaking, have you finished the call to ? It lasted for minutes and costs , we?ll add it to your room bill.

您好!我是酒店接线员,请问电话打完了吗?共 分钟, 钱,我们将会把它加在您的房间帐单上。

23. GUEST ASKING FOR CALL PRICE

The price of a call to is per minute.

打去 ,每分钟收费 钱。

Is there any special night rate.

Yes, there is a special night rate.

No, there is no a special night rate.

请问晚间有特别收费吗?

24. GUEST ASKING OPERATOR TO PLACE A CALL

Could you please place the call for me?

请帮我挂个电话好吗?

Sure, sir/madam, the telephone number please.

当然,先生/小姐,请问号码是多少?

25. WHEN RETURN TO CALLER

I?m sorry to keep you waiting, sir/madam.

对不起,先生/小姐,让您久等了。

26. CALLER ASKING TO PAGE SOMEBODY

Would you please page for me?

请帮我传呼 ,好吗?

27. TELLING CALLER THE PERSON YOU PAGED DIDN?T ANSWER

I?m afraid she/he didn?t answer yet.

对不起,他/她还没回电话。

28. TELLING CALLER YOU ARE GOING TO PAGE SOMEBODY

We?ll page hold the line please.

我们马上传呼 ,请别挂线。

29. WHEN THE PAGED PARTY GETS TO YOU

You were paged by sir/madam, now I?ll connect you with him/her, hold the line please.- 先生/小姐传呼您,我马上帮您接通,请稍等。

30. CALLER ASKING TO LEAVE MESSAGE

Certainly, your name (co. name, Tel no.) please.

Certainly, your message please.

当然,请问贵姓?当然请问留言是……

31. ASSURING CALLER THAT YOU?LLGET THE MESSAGE TO THE GUESTWe?ll make sure that the message will be conveyed to the guest.

我们一定会把留言转交给客人。

篇二:酒店前厅服务英语口语情景对话

Dialogue A

Individual clients check in(散客入住)

G=客人R:=接待员

R:Good afternoon. Madam.Welcome to Grand Park Kunming .May I help you?

下午好,欢迎光临昆明君乐酒店,请问有什么可以帮到您?

G:Yes, I’d like to check-in .please.

我要登记住宿。

R:Certainly, Madam. May I have you name, please?

好的,小姐。能告诉我您的姓名吗?

G:I’m Christine.Nolan

我叫克莉丝汀?诺兰

R:Do you have a reservation, Ms. Nolan?

诺兰小姐,请问您预定了房间吗?

G:Yes, form today.

是的,预定了。从今晚开始。

R:OK, Ms .Nolan, please show me your passport.

好的,诺兰小姐,麻烦您出示一下您的护照。

R:(双手接客人证件)

R:(扫描客人证件后双手归还客人)

R:Just a moment, please. I’ll check our reservation record. (After a while)Thank you for waiting. Ms. Nolan. Your reservation is for a business single room for one night, the room rate is ¥800 that including two breakfasts. Is that all right?

请稍等,我查一下预定记录。(过了一会)让你久等了,诺兰小姐,您预定了一个晚上的商务单间,房价¥800(房价用手指给客人不要说出报价),含两份早餐是吗?

G:Yes.

是的

R:Print out the registration form?

打印住宿登记表。

(再次与客人确认姓名,来店离店日期,房号,房价和早餐数等信息并礼貌的让客人在登记单上签名)

R:You stay here one day, the deposit is ¥1500,you want pay for credit card or cash?

您住一天,押金是¥1500,请问您是刷卡还是付现金呢?

G:By Credit Card.

刷卡。

R:OK, Ms. Nolan, please show me your credit card, I’ll brush ¥1500 of per-authorization(预授权)as your deposit. Do you have a password of your card?

好的,诺兰小姐请您出示一下您的信用卡,给您刷¥500的预授权做您的押金,请问您的卡有密码吗?(刷卡前先核实是否为有效的信用卡,有无客人签名)

G:Yes.

有密码

R:OK, please input the password. 好的,请您输一下密码。

R:(刷卡后双手将卡还给客人,礼貌的让客人在POS单上签名并再次告知刷卡的金额) R:This is for you to brush a ¥1500 per-authorization, please sign in POS list to confirm.

这是给你刷的¥1500的预授权,请您在POS单上签字确认.

R:(做房卡,填好房卡内页上的房号,房价以及早餐并双手递给客人,请客人在内页宾客姓名处签字)

R:The breakfast time is from 7:00am to 10:00am at the IAP. Please show your room number before meal. The need for additional breakfast is 98yuan one person.

早餐时间是早上7:00-10:00陶乐咖啡厅,请在用餐前报房间号码,需要额外加早餐是98+15% service charge元一位。

G:OK.

好的。

R:Your room number is 1018.Here is your key card. The bellman will take your luggage and show you the way.

您的房间号码是1018,这是您的房卡。行李生将为您提行李并为您带路。

G:OK.

好的。

Dialogue B

Complaint(处理投诉)

C=Front Office Clerk 前台服务员 G=Guest 客人

C:Good evening, Front Office. Can I help you?

晚上好,这里是前台。有什么可以为您效劳?

G:This is Ms. Stevenson, Room 1827. I’ve just checked in and I’m not satisfied with my room. . 我是1827房的史蒂文森小姐,刚入住的,我对房间不满意。

C:May I know what’s the matter?

请问有什么问题吗?

G:The room is too noisy and my husband was woken up several times by the noise the baggage!I didn’t expect such things would happen in your hotel.

房间非常的!我没料到你们酒店会发生这样的事情。

C:I’m sorry to hear that, Ms. Stevenson. I’ll try to arrange another quiet room for you .Please wait a moment.(after a while)。We do apologize for the inconvenience.

很抱歉有这种事情,史蒂文森小姐。我立刻为您更换另一件更安静的房间,我们为给您带来的不便道歉。

G:That fine. Thank you.

好吧,谢谢您。

C:You’re welcome, Ms. Stevenson. Your new room number is 1728 and here is your room key. My name’s Simon, and if there is anything else I can do for you, please don’t hesitate to call me.

不客气,史蒂文森太太。这是为您新更换的房间1728的房卡。我叫西蒙,如果有什么我

能效劳的,请尽管给我打电话。

Dialogue C

Check out

R:Good morning, sir .can I help you?

早上好先生,有什么可以帮到您?

G:Morning .l would like to check out.

早上好,我想办理退房。

R:Certainly. Can I have your name and room number?

好的!您可以告诉我您的名字和房间号码吗?

G:Thomas Dickson in Room 1218

托马斯.迪克逊 房间号码是1218.

R: A double room for two nights at 800RMB per/night, the meals that you had at the hotel are

250RMB….Here is your bill please check it.

一间双人房住两晚,每晚房费是800元,您在酒店餐厅的消费是250元。。。这是您

的账单请您核对一下。

G: Sorry, l am not clear about this item.

不好意思,我对这项消费表示不理解。

R: Oh. This is for the phone calls you made from your room.

这是您从房间内拨打的电话账单。

G: But I didn’t make any calls.

但是我并没有拨打任何电话。

R: Oh, just a moment. l’ll check it . l’m terribly sorry sir .we made a mistake.we will deduct it

from you bill right away.

请您稍等一下我查一下。非常抱歉,是我们的失误,我立即从账单中扣除此项收费。 G: It seems correct now .Can I pay by credit card?

现在看起来账单是正确的了。

R : Yes, Sir. We will cancel your pre-authorization and charge your bill by Credit Card. 好的,先生。我们将会取消您之前刷的预授权再重新收取您的费用。

G: Yes.

好的

R : Have a nice day! We hope to see you again!

好的!先生。祝您有愉快的一天,我们期待能再次见到您!

篇三:酒店前台接待日常英语口语(Hotel_English)

HotelEnglish

Part 1 Greetings问候

1. Welcome to Shanxi World Trade Hotel . I’m..., what should I call you, please? 欢迎光临山西国贸大饭店。我是...,请问我该怎么称呼你呢?

2. Good morning/afternoon/evening, Sir/Madam. What can I do for you? 先生/女士,你好!请问我能为您做点什么?

3. My name is ..., is there anything else I can do for you, just let me know. 我叫...,如果需要我为您做些什么,请告诉我。

4.If you have any problems, please feel free to contact us . 如果你有任何需要,请随时

酒店前厅英语口语

联系我们。

5.Have you make a reservation ?\Have you booked the room?\Are you the vip? 请问有预订吗?\请问你是会员吗?

6.What kind of room would you like ?

请问您需要什么类型的房间。

7.Sorry ,I don’t quite understand .

对不起,我不是很明白。

8.I’m afraid we’ve fully booked for that time .

抱歉,我们那个时段已给订满了。

9.It’s the hot /peak/busy season ,you know ?

这是酒店业的旺季。

10.Excuse me ,How do spell it ,please ?

打扰一下,您能拼写一下您的名字吗?

11.We can only keep your table /room till …

我们能保留您的房间直到...

12.Let me show you to your room ,this way please .

让我带您到房间,这边请。

_______________________________________________________________________________ Part 2 Helping to Check-in帮助入住

1.Please have a seat for a while, I’ll help you with the check-in procedure.

请在那边稍坐一会儿,我将会为您办理入住手续。

2. Would you please give me your passport or ID card and credit card ?, I’ll help you to fill in the form.

请把您的护照和信用卡交给我,我帮您办理入住手续。

3. How many nights will you stay this time?

这次入住您会住多少天?

4. Which room would you like, we have these kinds of rooms...?

您是要哪种房间?

5. Excuse me, Sir/Madame. How would you like to pay the deposit, cash or credit card(together or separately)?

先生/女士,不好意思,打搅一下。请问您是要付现金还是刷卡(分开付押金还是一起付)呢?

6.Here is your room key and the breakfast coupon. Would you please sign here?

这是您的房卡和早餐券。请您在这里签个名好吗?

7. Here are your passport and the credit card . You can go up to the room now I hope you enjoy your stay with us..

这是给回您的护照和信用卡。现在您可以上房间了。希望您在这里居住愉快。

_______________________________________________________________________________ Part3 Providing Service During Staying居住期间服务

1.Regular Service常规服务

(1) Please wait a second. I’ll transfer it for you. .

请稍等一下,马上为你转接过去。

(2) Because you are checking out two days early, You need to give us two cash vouchers back. 您比原定退房的时间提前了两天,所以我们需要收回二张现金券。

(3) There is a great garden and pond behind the hotel, which is suitable for exercise and having a walk

酒店后面有很漂亮的花园和水塘,那里是非常适合跑步和散步的地方。

(4) This money is damaged .I’m afraid we can’t change it, this is according to the hotel rules.您的钱(纸币)上有裂口(污迹),按酒店的规定,我们不能为您兑换。

(5) I’m sorry that you could not get cash by credit card here . I can book a car take you to the bank to get some cash.

不好意思,酒店规定不可以用信用卡来套取现金,如果您需要,我可以安排车送您去银行(ATM 机)上提取现金。

(6) What denominations would you like?

你想要什么面值的人民币呢?

(7)I’m sorry, but we do not accept the dollars with CB.

对不起,我们这里不收CB版的美金。

(8)Can I fax this paper?

我可以传真这份文件吗?

-Certainly, sir. Where do you want to fax it to?

当然可以,先生。请问是传真到哪里的?

-How would you like to pay for it, sir?

你打算怎样付款呢,先生?

-Could you charge it to my room bill?

可记在我的客房账单内吗?

-Sure. Here is your fax record, Sir. Would you please sign here?

当然。这是你的传真记录,先生,麻烦你在这里签名好吗?

(9)Could you please send a car to the airport to pick me up?

你能安排一辆车到机场接我吗?

(10)Could you please give us your flight No.?

你能告诉我您的航班号吗?

2. Reminder提醒

(1) It’s better for you to wear more clothes, because it’s pretty cold outside.

外面天气很冷,你最好穿多些衣服。

(2) Today is a rainy day and the floor is slippery so please be careful.

今天外面在下雨,地面很滑走路时请多加小心。

3.Internet Service网络服务

(1) There is free broadband Internet access in every room , connector plug is on the desk. 写字台上有宽带插头,您可以随便使用。

(2) There is a little trouble in the computer service center, so the Internet is disconnected temporarily. Please wait a while, It’ll be recovered soon.

对不起,酒店的电脑服务中心出现了一点小故障,房间暂时不上了网,请稍候一下就会恢复正常。

(3) Ok, I’ll arrange a computer engineer to help you.

好的,我马上安排电脑员上去帮您。

2.About the Laundry关于洗衣

(1)The laundry collected between 8am to 6pm will be returned at midnight on the same day ;while the one collected between 6pm to 8 am will be returned at 2pm on the next day.

上午八点到下午两点接洗衣将会在当天午夜前送回;而下午两点到次日八点的洗衣将会在第二日下午两点之前送回。

(2)For the laundry, the regular service is within 8 hours and the express service is within 5hours.

普洗服务是八小时内送回,而快洗是5小时。

(3) There is a stain on your clothes, and we’ll try our best to get rid of it . However, I can’t guarantee that we can remove it totally.

您的衣服上有很难洗掉的污迹,我们会尽最大的努力去处理,但不能保证一定可以处理掉。

(4)Could you send someone up for my laundry, please?

请派人到我房间取要洗的衣服,好吗?

-Certainly, sir. Our room attendant will be up in a minute.

好的,我们的服务员马上到。

5.Medical Service医疗服务

(1) You don’t look very well today. What seems to be wrong ?

你看上去有些不舒服, 还好吧 ?

(2) I feel dizzy and have a sore throat besides , I can not sleep well recently?

我感到头晕,喉咙痛。 还有,最近都睡不好。

(3) Don’t worry , I will arrange a doctor to look after you .

不要担心,我将立即安排医生照顾你。

(4) Any other symptoms? Like stomach ache, coughing, or nausea?

还有其他症状吗?比如胃痛、咳嗽或者恶心?

(5) The doctor said you have got the flu. She’ll prescribe some medicine for you .take two tablets at a time, three times a day. You’d better stay in bed for one or two days.

医生说你感冒了。她会给你开药。这药每次吃两片,每天三次,并建议你最好在床上休息一两天。

(6) -Are they strong?

-Yes. They may make you a little drowsy. By the way, you should be sure to take them after you eat.

药性强吗?

是的,会让你犯困。还有,你得在用餐完毕后才能吃药。

(7) Can you give me some medicine for heartburn?

你可以给点胃药给我吗?

(8) I’m afraid the doctor can’t give you medicine for that unless you tell her about your history of stomach ache?

如果你不告诉医生你是否有胃病史,恐怕他不能随便给你胃药。

(9) Well, I do have gastritis for two years.

恩,我确实有两年的胃病。

(10) Since your blood pressure is higher than normal, could you tell the doctor whether you have diabetes?

你的血压偏高,请问你是否有糖尿病?

(11)How is the acid in your stomach? Is the acid feeling very strong?

胃酸的强度怎么样?你是否感觉十分强烈?

(12) Are you taking other medicine at present? Please let us know just in case of chemical reaction. .

你最近有没有服用其它药物?为了防止药品之间产生不好的化学反应请告诉我们。

(13) Are you feeling better now, Sir?

先生,你好些了吗?

(14)What happened to your leg, Sir?

先生,你的腿怎么呢 ?

-I tripped and fell in the bathroom.

我不小心在浴室摔倒了。

-Please don’t worry, I’ll ask the doctor to go to see you right away.

请不要担心,我马上叫医生过去。

_______________________________________________________________________________ Part 4 Apologize道歉

1. I’m very sorry. There could have been a mistake, and I do apologize for that.

很抱歉。出了错误,我应当道歉。

2. I assure you it won’t happen again.

我保证此类事情不会在发生。

3. I do apologize for inconvenience on behalf of our hotel.

对您造成的不便,我谨代表酒店向您道歉。

4. I’m sorry to tell you that your medicine bottle (cosmetic bottle) was broken by accident . I sincerely apologize for that.

非常抱歉,服务员在为您清理房间时,不小心打碎了你的药瓶(化妆品瓶子)。

5. I’m sorry to hear that. That’s unusual. I’ll look into the matter at once.

很抱歉,这很不寻常,我立刻去调查一下。

6. I’m very sorry .I hope you’re not hurt Please forgive me..

对不起,你没事吧,请原谅我。

7. I deeply apologize Madam, would you care to send this dress for dry-cleaning? No charge of course.

我们深感抱歉,小姐。请你把衣服拿去干洗,一切费用,由酒店负担。

8.I’m terribly sorry Please do accept our apology. We’ll do our best..

请接受我们的道歉,我们会尽快想办法。

9. I’m sorry for that. I will ask the repairman to fix it now.

真是抱歉,我马上安排人去修理。

_______________________________________________________________________________ Part 5 The Damage赔 偿

1.I’m afraid you’ll have to pay for the damage.恐怕您得赔偿损失。

2.I’m afraid you have to pay for the broken chair according to the hotel policy.

根据酒店规定,恐怕你要对弄坏的椅子做出赔偿。

3.The indemnity for the burned carpet is 100 Yuan.

损坏地毯的赔偿是人民币100元。

4.I’m sorry to inform you that we have to charge you 100 Yuan for the bloodstains

on your bed linen.

我很遗憾地告诉你对于床单上的血迹我们要收取100元特别洗涤费。

_______________________________________________________________________________ Part6 Expressing Appreciation道谢

1. Thank you for your kind understanding.

谢谢您的理解。