饭店服务实用英语.docx
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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》
PartⅠFrontOfficeService前厅服务
•Unit1RoomReservation房间预订
KeyWords(重点词汇)
Receptionist接待员
Reserve预订
Apartment公寓房间
roomrate房间价格
convenient方便的
book预订
guarantee担保,保证
requirement要求
operator话务员
Takemessage替……留言
Leavemessage留言
Outsideline外线
Dialtone拨号音
Countrycode国家代码
Areascode电话区号
IDD(InternationalDirectDial)长途直拨电拨电话
DDD(DomesticDirectDial)国际长途直拨电话
informationoffice问讯处
receptionoffice接待室
hotelregister旅客登记簿
registrationform登记表
manager经理
attendant服务员
officeclerk值班服务员
waiter(餐厅)服务员
waitress(餐厅)女服务员
underyourname以您的名义,在您的名下
UsefulExpressions(实用表达)
OfferingHelp
1)WhatcanIhelpyou,please?
2)MayIhelpyou,please?
3)IstheresomethingIcandoforyou,sir/Madam?
Reservationrequirements
1)Arethereanyroomsavailable?
2)Iwant/wouldliketoreserveasingleroomwithbathandafineview.
3)Iwant/wouldliketoreversearoomforonenight.
4)Iwant/wouldliketoreservearoomfrom5thAprilto9thApril.
GivingInformationaboutRoomsandRoomRates
1)Wehavemanytypesofrooms,suchas…
2)Whatkindofroomdoyouwanttoreserve?
3)Whatratedoyouprefer?
4)Wecangive/offeryou30%off/30%discountatweekends.
5)Wewillgive/offeryou20%off/20%discountforthegroupreservation.
AcceptingaReservation
1)Forhowlongwillyoustayinourhotel?
/Howlongwillyoubestayinginourhotel?
2)Westillhaveroomsavailablewhichmeetyourrequirements.
3)Inwhosenamewillyoureserve?
4)Iwillconfirmyourreservationinformation.
5)Welookforwardtoyourarrival/coming/seeingyousoon.
6)Weareexpectingyourarrival.
Refusingareservation
1)Iamsorry.Noroomsareavailable.
2)Sorry,MissClinton.Allthestandardroomshavebeenfullybookedonthedayyouplannedtocome.
3)Iamsorry.Allthestandardroomshavebeenfullybooked.Whataboutsuiterooms?
RevisingaReservation
1)Sorry,dueto…,Ihavetocancelthereservationmadeinyourhotel.
2)Iwant/wouldliketorevise/changemyreservationinformation.
3)Howwouldyouliketorevise/changeit?
4)Iwant/wouldliketochangethereservationdate?
Roomtypes(房型)
单人间:
SingleRoom
双人间:
DoubleRoom
大床间:
KingSize&QueenSizeRoom
标准间:
StandardRoom
标准间单人住:
TSU(TwinforSoleUse)
三人间:
TripleRoom
四人间:
QuadRoom
套间:
Suite
公寓:
Apartment
别墅:
Villa
按级别分:
经济间EconomicRoom
普通间StandardRoom
高级间SuperiorRoom
豪华间DeluxeRoom
商务标间BusinessRoom
行政标间ExecutiveRoom
行政楼层ExecutiveFloor
不限房型RunoftheHouse
无烟标准间NonSmoking
残疾人客房HandicappedRoom
带厨房客房RoomwithKitchen
相邻房AdjoiningRoom
按朝向分:
朝街房FrontViewRoom
背街房RearViewRoom
城景房CityViewRoom
园景房GardenViewRoom
海景房SeaViewRoom
湖景房LakeViewRoom
Unit2Check-inService登记入住
KeyWords(重点词汇)
•register['redʒistə]v.登记
•passport['pɑ:
spɔ:
t]n.护照
•pay[pei]v.支付
•check[tʃek]n.支票
•receipt[ri'si:
t]n.收据
•sign[sain]v.签
•bellboy['belbɔi]n.行李员
•luggage['lʌgidʒ]n.行李
•brochure['brəuʃə]n.小册子
•deposit[di'pɔzit]n.定金
•departure[di'pɑ:
tʃə]n.出发
UsefulExpressions(实用表达)
•Greetingguestsandgettinginformationaboutreservation
•1)Goodafternoon,sir.WhatcanIdoforyou?
•2)Doyouhaveareservationwithourhotel?
•3)Inwhosenamewasthereservationmade?
•4)Waitamoment,please.I’llcheckourreservationrecordforyou.
•5)Yourreservationwasmadebyphoneanditisguaranteedbycreditcard.
•Registeringguests
1)MayIhaveyourpassporttofillouttheregistrationformforyou?
•2)Pleasesignyournamehere,sir/madam.
•Advanceinformationonpayment
•1)Youneedtopaya$1000deposit,sir/madam.
•2)A$1000depositisrequiredtobepaidinadvance,sir/madam.
•3)Howwouldyouliketopay(yourdeposit),sir/madam?
Incash,bycreditcard,orbycheck?
•4)Yourcheckisunlimited,pleasesignyournamehere,writedownthenameofyourcompanyandthephonenumberofthefinancedepartmentinyourcompany.
•5)Pleasekeepyourreceiptforthecheck-out,sir/madam.
UsefulExpressions(实用表达)
•Givingguestskeycardstorooms
•1)Yourkeycardandbreakfastvouchersareallinthisenvelope,yourroomis0302.
•2)Thebreakfasttimeisfrom6:
30a.mto10:
00a.m.
•3)Ourbellboywillhelpyouwithyourluggageandshowyoutoyourroom.
•Wishes
•1)Hopeyou’llenjoyyourstaywithus.
•2)Wishyouawonderfultimehere.
Unit3OtherServicesRegardingReceptionDesk其它有关前台服务
•MainPoints(知识要点)
•※Proceduresofextendingthestayforaguest
•延住服务程序
•※Proceduresofchangingtheroomforaguest
•换房服务程序
•※Proceduresofreceivingvisitors
•接待访客服务程序
KeyWords(重点词汇)
•extend[iks'tend]v.延伸
•extension[iks'tenʃən]n.延长
•transfer[træns'fə:
]v.转移
•signature['signitʃə]n.签名
•attendant[ə'tendənt]n.服务员
Usefulexpressions(实用表达)
•Extendingthestay
•1)Thereissomechangeinmyplan.
•2)IamwonderingifIcanextendthestay?
•3)Ineedtostayhereforthreemoredays.
•4)Pleasewaitaminute,Mr.Green,Ineedtocheckthereservationrecordsfirst.
•5)Herearetheextensionformanddepositreceipt.
•6)Youneedtopaymoreasadepositforextendingyourstay.
•Changingtheroom
1)Thereissomethingwrongwithmybed,canIchangetoanotherroom?
2)Wouldyoumindwaitingforaminute,I’llsendsomeonethererightawayforacheckforyou.
3)Wouldyoumindtransferringtoastandardroomonthe5thfloor?
4)Theroomissimilartotheoneyouarestayingin.
5)I’msorryfortheinconveniencecausedforyou.
•Receivingvisitors
•1)Theyareexpectingmeintheirrooms.
•2)Wouldyoupleasecompletethisvisitingcard?
•3)Pleaseshowthevisitingcardtothefloorattendant
•4)Havefunwithyourfriends.
Unit4ConciergeService礼宾服务
●MainPoints(知识要点)
•※Thewaytowelcomeandbidfarewelltoguests
•迎客和送客方式
•※Serviceofdeliveringluggageforguests
•为客人运送行李服务
•※Showinggueststorooms
•引领服务
•※Introducingfacilitiesandservicesavailableinthehotel
•介绍酒店设施和服务
KeyWords(重点词汇)
•doorman['dɔ:
mən]n.门童
•suitcase['sju:
tkeis]n.手提箱
•elevator['eliveitə]n.电梯
•corridor['kɔridɔ:
]n.走廊
•carpet['kɑ:
pit]n.地毯
•rack[ræk]n.行李架
•switch[switʃ]n.开关
•ceiling['si:
liŋ]n.天花板
•lamp[læmp]n.台灯
•wardrobe['wɔ:
drəub]n.衣柜
•hanger['hæŋə]n.挂
•laundry['lɔ:
ndri]n.洗衣店,要洗的衣服
•instruction[in'strʌkʃən]n.使用说明
UsefulExpressions(实用表达)
•Greetingguests
•1)WelcometoFriendshipHotel.
•2)Doyouhaveanyluggage?
•3)I’lltakecareofyoursuitcases,
•4)Thisway,please.Thereceptiondeskisrightahead/overthere.
•Helpingguestswiththeirluggageandshowingtheway
1)ShallIhelpyouwithyourluggage?
2)Howmanypiecesofluggagehaveyougot/doyouhave?
3)Thisway,please.Weneedtotaketheelevatortogotothe3rdfloor.
•Introducingtheroomfacilitiesandthehotelservice
1)Pleaseallowmetoshowyoutheroom,sir.
2)Hereisthelightswitch,andthisistheremotecontrolforTV/air-conditioning.
3)Thisisthebrochureaboutourhotelservices
4)Doyouwantmetodemonstratethewayofusingit,sir?
•Biddingfarewell
1)ShallIarrangeataxiforyou,sir?
2)Hereisyourtaxi,pleasegetin.
3)Haveanicetrip.
Unit5总机服务opetator
•MainPoints(知识要点)
•※Proceduresofwake-upcalls
•叫早服务程序
•※Threewaysofwake-upcalls
•三种叫早服务方式
•※Answerinquiriesaboutlongdistancecalls
•解答关于长途电话咨询服务
•※Thewaytotakemassagesforguests
•留言服务
KeyWords(重点词汇)
•operator['ɔpəreitə]n.操作员,话务员
•wake[weik]v.叫醒,醒来
•useful['ju:
sful]a.有用的
•Singapore[,siŋgə'pɔ:
]n.新加坡
•assist[ə'sist]v.协助
•response[ris'pɔns]n.反应,响应
•ensure[in'ʃuə]v.保证,担保
Usefulexpressions(实用表达)
•Wake-upcalls
•1)Atwhattime?
•2)Pleasedialyournewwake-uptime.Thecomputerwillcanceltheoldtime.
•3)I’llwakeyouupat6:
30a.m.tomorrowmorningbyknockingonyourdoor.
•Phonecall
•1)Towhichcountry,please?
•2)Wouldyoulikeapaycalloraperson-to-personcall?
•3)I’llputyouthrough.Pleaseholdon.
•4)MayIhavetheareacodeandthephonenumber?
•5)I’mafraidyougotawrongnumber.
•6)ShallIconnectyouwiththeinternationaloperator?
•Takingamessage
•1)I’mafraidthereisnoresponse.CanItakeamessage,please?
Oryoucancalllater.
•2)I’llpassyourmessagetoMr.Green.
3)Wouldyoumindleavingyourtelephonenumber?
Unit6InformationDesk咨询台
•MainPoints(知识要点)
•※Thewaytogivedirections
•指路服务
•※Provideshoppinginformation
•提供购物信息
•※Answerinquiriesabouttransportation
•回答交通咨询
KeyWords(重点词汇)
•appreciate[ə'pri:
ʃieit]v.感激
•hesitate['heziteit]v.犹豫,迟疑
•post[pəʊst]n.柱子
•vase[vɑ:
z]n.花瓶
•jewelry['dʒu:
əlri]n.珠宝
•feature['fi:
tʃə]n.特色
•transportation[,trænspɔ:
'teiʃən]n.运输,运输工具
•consultation[,kɔnsəl'teiʃən]n.咨询
•maximum['mæksiməm]a.最高的,最大极限的
UsefulExpressions(实用表达)
•Givingdirections
1)Howwillyoucomehere,madam?
2)I’lltell/showyouthewaytoourhotel.
3)I’lltell/showyouhowtocomehere/getthere.
4)Drivestraightalongtheroad,turnleftatthesecondtrafficlights,you’llseeourhotelontheright.
5)Gostraightandthentaketheleftturnatthenextcorner,you’llseeitjustinfrontofyou.
•Shoppinginformation
•1)Thereareagreatvarietyofgoodsthere.
•2)Therearesomanyyoucanchoosefrom.
•Transportationinformation
1)TherearetwobusesgoingtotheGreatWalleveryday.
2)HowlongdoesittaketogettotheGreatWall?
3)Itusuallytakesyoutwohours.
4)Doyouneedustobookyoutickets?
Unit7Checkout结帐服务
•MainPoints(知识要点)
•※Proceduresofhelpingguestswiththeir
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