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接待英语口语

2022-02-23 来源:好走旅游网
接待英语口语

有关酒店前厅接待常用的27句英语口语!

1.I'd like to book a double room for Tuesday next week.下周二我想订一个双人房间。

2.What's the price difference?两种房间的价格有什么不同?

3.A double room with a front view is 140 dollars per night,one with a rear view is 115 dollars per night.一间双人房朝阳面的每晚140美元,背阴面的每晚115美元。

4.I think I'll take the one with a front view then.我想我还是要阳面的吧。

5.How long will you be staying?您打算住多久?

6.We'll be leaving Sunday morning.我们将在星期天上午离开。

7.And we look forward to seeing you next Tuesday.我们盼望下周二见到您。

8.I'd like to book a single room with bath from the after-noon of October 4 to the morning of October 10.我想订一个带洗澡间的单人房间,10月4日下午到10月10日上午用。

9.We do have a single room available for those dates.

我们确实有一个单间,在这段时间可以用。

10. What is the rate, please?请问房费多少?

11.The current rate is$ 50 per night.现行房费是50美元一天。

12. What services come with that?这个价格包括哪些服务项目呢?

13.That sounds not bad at all. I'll take it.听起来还不错。这个房间我要了。

14. By the way, I'd like a quiet room away from the street if the is possible.

顺便说一下,如有可能我想要一个不临街的安静房间。

15.Welcome to our hotel.欢迎光临。

16.So you have got altogether four pieces of baggage?您一共带了4件行李,是不是?

17. Let me have a check again.让我再看一下。

18.The Reception Desk is straight ahead.接待处就在前面。

19.After you, please.你先请。

20.Excuse me, where can I buy some cigarettes?劳驾。我到哪儿可买到香烟?

21.There is a shop on the ground floor.一楼有个商店。

22.It sells both Chinese and foreign cigarettes.在那儿可买到中国香烟和外国香烟。

23.Can I also get some souvenirs there?也可以买到纪念品吗?

24.There is a counter selling all kinds of souvenirs.有个柜台出售各种各样的纪念品。

25.Excuse me,where is the restaurant?劳驾,请问饭厅在哪儿?

26.We have Chinese restaurant and a western-style restaurant.Which one do you prefer?我们有中餐厅和西餐厅,你愿意去哪个?

27.I'd like to try some Chinese food today.今天我想尝尝中国菜。

一、登记的主要内容:

1.获取宾客个人资料;

2.满足宾客对客房和房价的要求; 3.办理登记手续;

二、登记的目的:

1.使饭店获取有关客人的重要信息; 2.为客人分房和定房价; 3.确定客人预期离店的日期;

三、入住登记操作过程的五个重要概念:

1.收集资料-------饭店在入住登记过程中收集有关宾客要求,预期离店日期,支付方式及个人背景资料;

2.分房定价-------分配客房及定房价;

3.信用限额-------饭店根据宾客付款方式及饭店信用限额制度,确定宾客享用信用的额度; 4.供房计划-------饭店根据可供房状况,宾客预期离店日期,最大限度地销售客房; 5.控制流量-------通过登记程序调节和控制饭店分房和定价过程;

四、登记表的确定内容:

1.所需客房数和床数; 2.预计逗留时间; 3.付款方式; 4.客人的姓名和地址;

五、登记过程中应注意的原则:

1.客房的分配和定价以饭店可供客房状况为基础; 2.入住登记时应向客人说明房价,且请客人签名;

六、分配房间和定房价:

分配房间与办理住宿登记手续同时进行,在分配房间时,要根据旅客的不同特点,要求和客房的具体情况;

1.对VIP客人,一般要安排较好的或豪华的房间;

2.对一般客人,特别是散客,由于他们住饭店的目的各异,要有针对性地做好分房工作,例如:做生意的客人,对房价的高低不太敏感,可以安排房费较高,但比较安静的房间;而度假客人则可安排房价较

低的房间;

3.对于团体客人,应尽量安排在同一层楼,客人所住的房间标准也要相同,这样既方便客人活动,又有利于管理;

4.对年老、伤残或带小孩的客人,一般安排在低层楼面,离服务台或工作间较近的房间,以便照顾; 5.对于新婚或合家住店的客人,一般安排在楼层边角有大床的房间,或双连房间,使他们感到服务的周到和热情;

6.分配给客人的房间,要当面向客人讲清房间特点、房租、外加服务费等; 7.根据客人是否持有贵宾卡确定贵宾优惠价; 8.根据客人是否合约挂帐公司确定合约价; 9.根据团体客或旅行社合约折扣确定合约价; 10.根据老总或董事签名确定折扣价; 11.一般散客按现行房价确定房价;

酒店前台接待早班工作内容 ※ 检查仪容仪表,规范上岗 A)仔细查看每日活动报表

B)了解是否有VIP 或酒店招待房预订或在住 C)了解会议信息,核对会议用房数

D)认真阅读交班本,了解上一班待完成事项,然后签字认可跟办 E) 查看各部门钥匙领用、归还记录情况,并将钥匙分类放置 F)查看当天订房情况,并将预订输入电脑,并了解近几天订房情况 G)核对房态,确保房态正确 H)查当天预离店客人,并知会收银员

I)按续住客人名单开餐券,为有早餐的入住客人开餐券 J)确认住店客人信息、房价已完整、正确输入电脑

K)如有客人换房,确认已通知HSKP并已更改电脑信息。收回钥匙及开出换房通知单 L)客人要求的叫醒时间是否已通知总机

M)与中班同事口头和书面交接,并随时与下一班取得联系

交班人: 接班人:

酒店前台接待中班工作内容 ※ 检查仪容仪表,规范上岗 A)仔细查看每日活动报表 B)了解会议信息,核对会议用房数 C)口头与书面交接

D)查看各部门钥匙记录情况 E)整理预订,并估计当天售房状况 F)核对房态,确保房态正确

G)按在住客人抵店开餐券,并确定第二天用餐人数,下订餐单 H)确认住店客人信息、房价已完整、正确输入电脑

I)如有客人换房,确认已通知 HSKP并已更改电脑信息。收回钥匙及开出换房通知单 J)客人要求的叫醒时间是否已通知总机 K)交接下一班未完成事项跟办 L)随时与下一班同事联系 交班人: 接班人:

酒店前台接待夜班工作内容 ※ 检查仪容仪表,规范上岗 A)仔细查看每日活动报表 B)了解会议信息,核对会议用房数 C)口头与书面交接

D)查看各部门钥匙记录情况 E)整理预订,并估计当天售房状况 F)检查未开餐券房间,并补开

G)确认住店客人信息、房价已完整、正确输入电脑

H)如有客人换房,确认已通知HSKP并已更改电脑信息。收回钥匙及开出换房通知单

I)客人要求的叫醒时间是否已通知总机

J)整理当天订房记录情况,并了解第二天售房情况

(一)在正式的英语表现里,疑问基本句型可分为下列四种:

1. May I ~

2. Could you ~

3. Would you ~

4.Shall I ~?

只要理解这四种基本的句型,就可以处理大部分业务上的状况。

1.自己要做什么事时,就使用May I ~

May I have your name, please?

请问尊姓大名

May I have your check-out time, please?

请问您什么时候结帐离开?

May I see your passport, please?

请让我看一下您的护照好吗?

May I know your nationality, please?

请问您的国籍是什么?

2. 麻烦客人时,可使用Could you ~

Could you fill out the form, please?

请您填写这张表格好吗?

Could you write that down, please?

请您写下来好吗?

Could you draft the fax, please?

请您写下传真的草稿好吗?

Could you hold the line, please?

请不要挂电话好吗?

别说“I don’t know.”回答“不知道”是非常不礼貌的说法。

可以说“just a moment, please. I’ll check that for you.” (请稍候,我来帮您确认),

标准双人间(ST) 标准单人间(SK) 豪华双人间(DT) 豪华单人间(DK) 商务套房(JS)

Daily Service 日常服务

-(Knocking at the door.)-(敲门。)

-May I come in?-我可以进来吗?

-Come in,please.-请进。

-Please don't come in.-请不要进来。

-Just a moment(a minute),please.-请稍等一下。

-I'm sorry to disturb you.May I clean the room,sir?-对不起打扰你了,我来打扫一下房间好吗?

-All right.Come in,please.-好的,请进来。

-Please clean it when I am out.-我马上要出去,请等一会儿打扫。

-May I change the water of the thermos now?-我现在可以换水吗?

-Yes,please.-请换吧。

-Some of my friends will come and see me this afternoon.Will you please give me some more hot bottles and tea cups? -下午我有几位朋友来访,请给加些热水瓶和茶杯。

-Well,we'll send tea into the room when the visitors come. -好,客人来访我们会端茶进来的。

-By the way,is there any mail for me?-顺便一下,有我的邮件吗?

-No.If there is,I'll give it to you in time.-没有。如果有的话,我会及时给你送来的。

-Why did you come in without my permission?-你为什么没经我允许就进来了?

-It's my negligence.I beg your pardon.-我疏忽了,请你原谅。

-I come and make the bed.Shall I do it now or later?-我来做夜床,你看是现在做还是等会儿做?

-Since you have come,you may do it now?-既然来了,现在就做吧。

-Here's your clean laundry.you'd better check it.-衣服洗好了,请您过目。

-I am collecting the fee of the long distance call.-我来收长途电话费。

-This is the bill for the room rent of half a day.-这是补半天房金的帐单。

-Here is a telegram for you.-这儿有一封你的电报。

-Why is it unsealed?-它怎么被拆开了?

-Because there is no name of the receiver on the envelope,therefore the clerk unsealed it in order to find out the name of the receiver. -因为电报封面没有收报人姓名,服务台为了查对姓名而拆开的。

-Have you lost anything today,sir?-先生,你今天丢过什么东西吗?

-Yes,a wallet.I'm looking for it now.-丢了一只皮夹子,我正在找呢。

-What is there in the wallet?-皮夹子里有些什么?

-My daughter's photo and some money.-有一张我女儿的照片,还有一些钱。

-Look,is this wallet yours?-看,这只皮夹子是不是你的?

-Yes,it's mine.Thank you ever so much.-是我的,太感谢你了。

-I want to borrow China Daily of these days.-我要看这几天的《中国日报》。

-Please get some copise of China Pictorial for me.-请拿几份《中国日报》给我。

-Please bring some chairs for me.-请拿几把椅子来。

-Please get me some soap.-卫生间的肥皂要添了。

-The slippers are wornout.Change them for me,please.-拖鞋坏了,请给换一双。

-Get a hot-water bottle,please.-请拿一只热水瓶给我。

-I feel a bit cold when I sleep.Please get me a blanket.-我睡得有点冷,请给我加一条毯子。

-I need another pillow.-我需要加一只枕头。

-All right,I'll get it for you right away.-好的,我就去拿。

-Just a moment,I'll do it right now.-请稍等一下,我马上给你办好。

-Excuse me.-对不起。

-I am sorry.-很抱歉。

-I beg your pardon.-请你原谅。

-Pardon me for interrupting.-对不起打扰你们了。

-Please excuse me for coming so late.-请原谅我来迟了。

-I'm sorry I was so careless.-很抱歉我太粗心了。

Dialogue A

A:Good morning,sir.Can I help you? B:I'd like to pay my bill now. A:Your name and room number, please? B:George Wright,Room 706.

A:Yes,Mr.Wright.Have you used any hotel service this morning? B:No,I haven't used any services.

A:Fine.This is your bill,Mr.Wright.Four nights at 90US dollars each, and here are the meals that you had atthe hotel.That makes a total of 665 US dollars.

B: Can I pay by credit card?

A:Certainly. May I have your card,please? B: Here you are.

A:Please sign your name here.

B:Oh,yes.Is it possible to leave my luggage here until I'm ready to leave this afternoon? I'd like to say good-bye to some of my friends. A:Yes,we'll keep it for you.How many pieces of your luggage? B: Just three.I'll be back by 3∶00.

A: That's fine. Have a nice day. B:Thank you.See you later.

Dialogue B

(A:Receptionist B: Guest)

B:I would like to know the approximate figure of my ac- count so that I can have my money exchanged at the bank.

A:Up to the present,the total amount has been 880 yuan approximately. B:Excuse me. We're leaving today.I'd like to pay our bill snow.

A:By the way, I'd like to tell you(that) the check-out times 12∶00 noon. May I know your name and room number,please? B:My name is Henry Green.Room 1123.

A:Yes,Mr.Green.How about the charge for the days you shared the room with your friend?

B:Please add to my account.

A:Then we'll make out a bill for both of you. B:OK.

A:Have you used any hotel services this morning or had breakfast at the hotel dining room,Mr.Green?

B:Yes,my friend and I just had breakfast at the dining room,but we didn't use any services.

A:Fine.I'll need to find out what the charge is on the breakfast.The total for the eight days is eight hundred sixty yuan and eighty fen.

B:Oh,I didn't change enough money just now.Can I pay in American dollars?

A:No,sir.You can pay in Foreign Exchange Certificate only.But you can get your money changed at the Foreign Exchange Counter of our hotel over there. B:Thank you.…Here you are.

A:Thank you.Mr.Green.Here's your receipt.

Words and Expressions

approximate a.近似的,大约的 figure n.数字

exchange v.交换、兑换、交易 Foreign Exchange Certificate 外币兑换券 receipt n.收据 luggage n.行李、包裹

客房: 单人间 Single 双人间 Double 豪华单

Queen

人间 特豪华

King

单人间 三人间 Triple 四人间

Quad

客房

Single Double Queen King

由一个人占用或使用的房间,其中有一个或两个单人床

两个人占用或使用的房间,其中有一个双人床或两个单人床 其中有一个豪华单人床,可以一个人住也可以两个人住

其中设有一个特大号豪华单人床,可以一个人住也可以两人住 由三人住的房间,其中设有一个双人床和一个活动折叠床或是两个单人床和一个折叠床

由四人住的房间,其中设有两个以上单人床

室内设有两个双人床,有时设有两个豪华双人床;可以一个人或多人居住

室内设有一个活动长沙发床,既是

Triple

Quad or Quadruple

双人套Twin-double or

Twin-Double

间 Double-Double 两用套Studio

Studio

长条沙发也可以变换成床。同时室内也可能设有另外一个床

Mini-Suite or Junior Suite Suite Twin

室内设有一个床并附设有会客室(或起居室)的单人房间。有时,卧室与会客室分开

室内有一个客厅或起居室并有一个或多个卧室

室内设有两个标准床,可以一个人小套间 Mini-Suite 大套间 Suite 标准间 Twin 室内连

室外毗

连房

海滨小

免费房 残疾人客房 自用房 迎送好客套间 大厦屋顶套间 维修房 非卖房 脏房

清扫房 清洁房 已检房 可用房 占用房 延长停

留客房

未整理

已租用Conn. Room

Adjo. Room

Cabana

Comp Handicap Rooms House Use

Hospltality

Suite Penthouse Suite OOO OOI Dirty

Clearing Cleaned Ready V/C Occupied Stay-over

On-Change

Sleep-out

住也可以两个人居住。

大套间内设有两个以上的房间,各Connecting Room

房间之间有门相连,客人室内活动方便

Adjoining Room 室内没有门相连,但是室外是两门毗连

Cabana 与游泳池或海滨毗连的客房 Complimentary 无需付费的房

Handicap Rooms 专门为残疾人准备用的客房 House Use

饭店员工占用而无需付费的房

Hospltality Suite 即通常用于款待的多功能小套间

Penthouse Suite 大厦屋顶套间,可俯视城市风光 Out-of-Order 暂时不能用的房间,或因为需维修 Out of Inventory 由于某种原因而较长时间不能出租的客房 Dirty 未清扫客房 Clearing 正在清扫的客房 Cleaned 已清扫过的房

Ready

已检查客房(清洁房一般也是已检房)

Vacant and Ready 可随时出租的客房 Occupied 包含已占用(O/I)和预订占用(O/R) Stay-over 下榻过夜的客人 On-Change *一般用Dirty

Sleep-out

客人已被登记下榻并付款,但客人

但客人未使用房

跑帐房 Skipper 错误占

Sleeper

用房间

并没有在里面居住

Skipper Sleeper 客人已经离开饭店,但没有付款结帐

客人已走,但前台没调整占房标志 客人暂

时不能进入房

Lock-out

Lock-out

房门已经被锁上或已经加上安全锁。此时客人使用饭店的客房钥匙已经不能进入房间

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