旅游服务礼仪情景剧本(英汉对照)25组

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1、旅游服务礼仪情景剧本（英汉对照）25组ContentsSituation Play 1客房预定 Room Reservation 1Situation Play 2在前台入住登记 At the Front DeskChecking in 3Situation Play 3 客房用餐服务 Room Service 5Situation Play 4整理房间 Making up the Room 7Situation Play 5 洗衣服务 Laundry Service 9Situation Play 6 处理投诉 Handling Complaints 11Situation Play 7 赔

2、偿损失 Paying for the Damage 13 Situation Play 8 紧急服务 Emergency Service 16Situation Play 9 餐厅预订 Restaurant Reservation 19Situation Play 10点 单 Taking Orders 22Situation Play 11在酒吧 At the Bar 25Situation Play 12会议室预定Reserving the Meeting Room 27 Situation Play 13结 帐 A t the Cashiers 29 Situation Play 14订

3、 票 Booking Tickets 33 Situation Play 15接 机 Meeting the Tourist Group at the Airport 35Situation Play 16交 通 Transportation 37Situation Play 17商讨旅游行程 Discuss the Itinerary 39Situation Play 18游览黄山 Climbing Mount Huangshan 41 Situation Play 19参观长城 Visiting the Great Wall 43Situation Play 20参观兵马俑 Visitin

4、g the Terra Cotta Warriors and Horses 46 Situation Play 21游览紫禁城 Visiting the Forbidden City 48 Situation Play 22购买纪念品 Shopping for the Souvenirs 51 Situation Play 23在银行 At the Bank 53 Situation Play 24办理海关手续 The Customs Formalities 56 Situation Play 25欢送客人Seeing the Guests off 58 Situation Play 1客房预

5、定Billy (B)打电话预订房间，前台服务员Ann(A) 接听电话。A：早上好，假日酒店，我能为您做些什么？B：我可以预订一个房间吗？A：请问您需要几间房，何时入住？B：三间房，我们从5月6号住到5月9号共三晚。A：您需要什么样的房间？B：两个标准间和一间套房。A：对不起，现在是旅游旺季，套房已经全部预订出去了。B： 那就三个标准间吧。请问房价是多少？A：一共130美元加上百分之十五的服务费和税金。B：好的，请为我订这些房间，我是肯.詹森先生。请问您能提供接机服务吗？A: 当然，请告诉我您的航班号及抵达时间。B：886号航班，3月6号早晨6：30。A：我们期待您的光临。译文：Room Res

6、ervation(Billy is calling to make a room reservation. Receptionist Ann is answering the call .) A: Good morning, Holiday Inn. Can I help you?B: Can I make a room reservation? A: May I know how may room you need and when you need them?B: Three rooms for three nights. Well arrive on May 6th and depart

7、 on May 9th .A: What type of room would you prefer?B: I just want two standard rooms and a suite. A： Sorry, for it is peak season, all the suites are fully booked.B: In this way, three standard rooms are just O.K. And whats the room rate?A: Its 130 US dollars plus 15% service charge and tax.B: Fine,

8、 please book the rooms for me. Im Mr. Ken Johnson.By the way, would you please offer an airport pick-up service?A: Of course, please tell me your flight number and arrival time.B: Flight NO.886. 6:30 p.m, May 6th.A: Ive written down. We are looking forward to welcoming you.Situation Play 2在前台入住登记一个客

9、人(G)走进接待处办理入店手续，接待员(R)提供帮助。R：欢迎来到天堂酒店。我能帮您做些什么？G：我要住店。R：先生，您有预定吗？G：没有。我想要一个标准间，从6月6日到6月9日。R：请您填写这张入住登记表，并出示您的身份证。G：好，在这儿。R：请您预付300美金的押金。G：信用卡可以吗？R：可以。这是您的收据与钥匙。您房间的号码是708。是否需要找人帮你把行李送到房间吗？G：不用了，谢谢。我自己可以。R：如果您需要其他服务，请直接拨“11”号到前台。祝您愉快！译文：At the Front DeskChecking in (A guest is checking in, and the re

10、ceptionist is offering help.) R: Welcome to Paradise Hotel. Can I help you?G: I want to check in.R: Do you have a reservation, Sir?G: No. I need a standard room from June 6th to June 9th.R: Would you please fill out this registration form and show me your ID card?G: Yes, here it is.R: Then may I ask

11、 for a deposit of $ 300?G: Do you accept Visa credit card?R: Yes, we do. This is your receipt and your key. Your room number is 708. Do you need somebody to help you send your luggage to your room?G: No, I can manage it on my own. Thanks.R: Should you need any assistance, please dial11 to Front Desk

12、. Have a pleasant day.Situation Play 3客房用餐服务Mr. White(W)正在向客房服务员(R)咨询客房用餐服务。W：明天我想在房间吃早餐，你们能将它送来吗？R：当然了，我们的酒店可以提供非常好的客房用餐服务。W：那太好。我们什么时间，用什么方式订早餐呢？R：这是挂在门把手上的菜单，您可以在上面选择您喜欢的食品，记下用餐时间，在您今晚睡觉之前挂到门外就可以了。W：还有方式使用这种服务吗？R：是的，先生。 打电话，拨 “6”键给送餐部直接订餐。W：顺便问一下，用餐后盘子怎样处理？R：请把他们放在房间外，我们会来收拾的。W：明白了，谢谢。 译文：Room Se

13、rvice (Mr. White is talking with the room attendant, inquiring about room service.) W: Id like to have our breakfast in bed tomorrow. Could you bring it here?R: Of course. Our hotel provides very good room service, sir.W: Very good. How and when should we order our breakfast?R: This is your door kno

14、b menu. You may choose the items you prefer, mark down the time and hang it outside your door before you go to bed tonight.W: is there any other way to have room service?R: Yes, sir. Just dial 6 to call the room service section directly to order your meals.W: By the way, what should I do with the di

15、shes when we finish eating?R: Please leave them outside your room, well come to collect them.W: I see, thank you.Situation Play 4整理房间客房服务员(H)敲门，询问客人(G)是否可以清理房间。H：早上好，史密斯先生。您何时想让我为您整理房间？G：现在我在等朋友，我们将一起去参加10：30的校友会。您可以一小时之后来。H：很抱歉打扰您。你们外出后我再来打扫房间。G：好吧。但是现在您把起居室先打扫一下怎么样？乱七八糟的。H：当然可以，先生。（一小时之后）H：打扰了，我现在

16、能收拾房间吗？G：我想这会儿您早该把房间收拾好了。快到午饭时间了。H：很对不起，先生。今天早上有间离客房，我得先打扫这两间.按照惯例退房要尽快准备好出租。G：我明白了.但是午饭后我有一位客人要来,恐怕你没有足够的时间来打扫。H：没问题,在你吃午饭那会儿工夫，我能完成。译文：Making up the Room (The housemaid knocks at the door of the guest and asks if she can clean the room.) H: Good morning, Mr. Smith. When would you like me to do you

17、r room?G: Well, Im waiting for some friends and will go out for a alumni reunion at 10:30. So you can come back about an hour later.H: Sorry to disturb you. Then Ill do the cleaning up when you are out.G: Ok. But how about tidying up a bit in the sitting room? Its quite a mess. H: Certainly, sir.(An

18、 hour later) H: Excuse me, can I do your room now?G: I think you should have done it by now. its nearly lunch time. H: Im sorry, madam. This morning there are two check-out rooms, so I did them first. As a rule, check-out rooms have to be ready for sale as soon as possible.G: I see. But I have a vis

19、itor after lunch. I doubt if there is enough time for the cleaning.H: No, problem. I can finish it while you are taking your lunch.Situation Play 5洗衣服务一位客人(G)想洗衣服，他给洗衣部(L)打电话询问该项服务。G：您可以找人上来把我要洗的衣服送走吗？908房间。L：当然可以，几分钟后以为男服务员会上来。G：我有一件真丝裙子，我很担心在洗的过程中它会褪色。L：我们会干洗这条裙子，这样它就不会褪色了。G：太好了，我什么时候能拿回我的衣服？L：您需要

20、加快服务还是当天服务？G：价格有什么不同吗？L：如果是加快的话我们要另外收取50%的手续费，但它只需要5小时。G：当天服务需要多长时间？L：今天晚上六点之前会完成。G：那就加快服务吧。L：我们的服务员在门外，您可以随便问他。如果您想得到进一步的信息请参考洗衣服务单。译文：Laundry Service (The guest is calling the Laundry Department.) G: Could you send someone up for my laundry, please? Room 908.L: Certainly. A valet will be up in a f

21、ew minutes.G: Good. I also have a silk dress which I dont think is color fast. Will the color run in the wash?L: We will dry-clean the dress. Then the color wont run. G: Thats fine. When can I have my laundry back? L: Would you like our express service or same-day service?G: Whats the difference in

22、price?. L: We charge 50% more for express, but it only takes 5 hours.G： How about the same-day service?L: Your clothes will be delivered before 6:00 this evening.G: I have the express then. L: Our valet is at the door. Please feel free to ask him. Also, please refer to your laundry list for further

23、information. Have a nice day.Situation Play 6处理投诉Nancy Knight (K)15分钟之前入住，她很吃惊房间如此杂乱。她要求向经理(M)投诉。M：太太，你有什么问题？K：我要住的是酒店不是牛棚。我没见过比这更恶心的房间了。M：这个房间没打扫吗？K：当然没有。这浴室乱成一团，没有香皂，没有毛巾，也没有手纸。M：我非常抱歉。对于给您带来的不便，我深表歉意。我会处理的。请稍等，我马上就回来。（一段时间后）M：太太，看来前厅与客房部在沟通上出现问题。他们已经答应给您安排一个完全符合标准的房间。K：越快越好。M：他们马上会到您房间就此事向您道歉。十分对

24、不起。译文：Handling Complaints (Nancy Knight Checked into her room 15 minutes ago. She was surprised to find that the room is in such a mess. She asks to see the manager.) M: Whats the trouble, Madam?K: I ask for hotel accommodation, not a cowshed. Ive never seen anything more disgusting. M: The room has

25、nt been cleaned then?K: Of course not. The bathroom is in a total mess. There is no soap, no towels, not even toilet paper.M: Im extremely sorry to hear that. We do apologize for the inconvenience. Ill look into the matter and Ill be back in a minute. ( After a while)M: Well, Madam, there seems to h

26、ave been a communication-break-down between the front office and the housekeeping department. They have promised to give you a room that is fully up to standard. K: The sooner, the better.M: Theyll be there in a minute. Sorry about the trouble.Situation Play 7赔偿损失一位客人(G)的朋友昨晚醇酒闹事，他正在向服务员(C)说明此事并表示赔偿

27、。C：早上好，大卫先生。我能帮你吗？G：早上好。昨天晚上，昨天晚上我有两个朋友来我这儿给我庆祝生日，但是他们喝多了。C：太糟糕了。我希望没出什么事。G：不，很糟糕。经理在吗？我想我必须告诉他发生了什么事。C：对不起，大卫先生。我们的经理刚才出去了。你能告诉我发生什么了？G：当然。我们喝酒时，我接到一个非常重要的电话，有人在楼下等着要见我。所以我出去一会儿。等我回来时，他们打碎了玻璃，梳妆台上的镜子，还有床头灯。我想他们打架了。C：不用担心 。我想我应该叫修理员到你的房间修理窗户，再找人打扫房间。G：好的，非常感谢。C：不用谢。我会立即告诉维修部与客房部。但是恐怕你得赔偿损失。G：当然,这正是我

28、想做的。对此，我深表歉意。C：我们理解。译文：Paying for the Damage (A guest is explaining to a clerk about the damage made by his two friends who drank too much last night.) Clerk : Good morning , Mr. Davis . May I help you ?Guest: Good morning , I hope you can . Last night , I had two friends coming into my room to cele

29、brate my birthday , but they drank too much .Clerk : Oh , thats too bad . It was nothing serious , I hope .Guest : Well , it was serious enough . Is your manager here ? I think I must tell him what happened .Clerk : Im sorry , Mr. Davis . Our manager has just gone out for the moment . Can you tell m

30、e what happened ?Guest : Yes . When we were drinking , I received an important telephone call . Someone was downstairs waiting to see me . So I went out for a moment . When I came back , they had broken a window , a mirror above the dresser , and a lamp beside the bed . I guess they had a fight .Cle

31、rk : Well , dont worry about it . I think I ought to call a repairman to go to your room to fix the window and get someone to clean the room .Guest : Yes , please . And thank you very much .Clerk: Youre welcome. Ill tell the maintenance and house-keeping departments immediately . But Im afraid youll

32、 have to pay for the damage .Guest : Oh , yes , of course . Thats what I expected . And Im really sorry about this .Clerk : Well , we understand .Situation Play 8紧急服务Wilson 先生生病了，他的妻子(W)向服务员(H)描述病症并要一些药。W：我的丈夫有胃病。H：非常遗憾。我能为你干些什么？我们需要送他到医院吗？W：不，我想没那么严重，至少现在是这样。你能拿一些药吗？H：当然，我马上就回来。(几分钟之后，服务员带着药上来敲门。)W

33、：请进。H：这有3种治胃病的药。你用我帮你读一下说明吗？W：我可以自己来，谢谢。(深夜)H：你好，客房部。W：你好，我是1606号房间的简威尔逊。H：威尔孙先生好点吗？W：更严重了。他发高烧，还吐。我想我们最好送他到医院进行全身检查。H：不要担心，我马上给医院打电话，备好车我就上来。译文：Emergency Service (A guest, Mr. Wilson, gets sick. His wife , Mr. Wilson, talks to the housemaid about his symptoms and asks for some medicine.)W : My husb

34、and has a stomachache.H : Im sorry to hear that. What can I do for you? Shall we send him to the hospital?W : No, I dont think it is that serious, at least now. can you get him some medicine?H : Certainly. Ill be back in a few minutes.( A few minutes later, the housemaid comes up with medicine, and

35、knocks at the door)W : Come on in, please.H : Here are three kinds of simple medicines for stomachache. Would you like me to read the instructions to you.W : I can do I myself, thank you.( Then, at mid-night)H : Hello, Housekeeping department?W : Hello, its Jane Wilson in Room 1606. H: Is Mr. Wilson

36、 getting any better?W: No, he is getting worse. He has a temperature and keeps vomiting as well. I think wed better send him to the hospital for a general check-up. H: How terrible. But dont worry. Ill ring the hotel right now and go up after I get the car ready.Situation Play 9餐厅预订一位客人(G)正在打电话预订餐厅，

37、餐厅服务员(W)接预订W：早上好，这里是西餐厅，我是May。有什么可以帮您的？G：请问你们餐馆今晚几点营业？W：我们24小时营业。G：我想预订一个两人的桌子。W：当然可以。你想要什么样的桌子？有什么要求吗？G：我想在包房里预定一张靠窗户的。W：您几点钟需要？G：今天晚上7点左右。W：您的名字和房间号是多少？G：福特，住在819号房。W：谢谢，你想在吸烟区还是无烟区？W：无烟区。G：好的，让我再说一遍，819房间的福特先生7点钟需要一张两人桌，在无烟区，对吗？W：对，谢谢你。G：感谢您的预定，福特先生，我们期待您的光临。译文：Restaurant Reservation (A guest is

38、calling to make a reservation . The Restaurant Waitress is taking the reservation .)W : Good morning . Caf Restaurant , May speaking. How may I help you?G : Can you tell me what time your restaurant opens this evening ?W : We are open 24 hours a day , madam .G : Can I book a table for two , please ?

39、W: Of course. I wonder what kind of table you prefer. Do you have some requirements?G: A table in a private room , by the window.W : May I know what time you need it ?G : Around 7 oclock tonight .W : May I know your name and your room number , please ?G : My name is Jane Ford . I live in Room 819 .

40、W: Thank you. Do you prefer the smoking section or non-smoking section ?G : Non-smoking section .W : All right , let me repeat your reservation . A table for two in non-smoking section at 7 p.m. for Ms Jane Ford in Room 81 , is that correct ?G : Thats right . Thank you .W : Thanks for your reservati

41、on , Ms Ford . We are looking forward to seeing you at 7 PM .Situation Play 10点 单两位客人(G1、G2)向侍应生(W)招手并示意他来拿点菜单。W：我现在可以点菜吗，先生？G1：好的，请吧。W：请问您想用点什么？G1：我想要一份意粉与蔬菜沙拉。W：您呢，先生？G2：我要烤牛肉配土豆泥。W：牛排几成熟？G2：我不喜欢太生的，要全熟。W：好的。你想喝点什么？G2：红酒。G1：太好了，我也喜欢红酒。你们有布根第酒？W：有。G2：来一瓶。请让你们的调酒师帮我们选吧。W：没问题。还想点些其它的吗？G1：不，够了。你呢？G2：不

42、要别的了。W：谢谢。让我重复一下你们点的菜，你们要了一份意粉和蔬菜沙拉，一份烤牛肉配土豆泥，一瓶布根第酒，对吗？G2：对。W：你们想吃甜点吗？G1：你们有草莓吗？W：对不起，我们没有。G1：苹果派呢？W：我得到操作间去问一问。要上边带奶油的吗？G2：好吧。W：那么就要苹果馅饼，你们的菜很快就好。谢谢您点菜。祝你用餐愉快。译文：Taking Orders(Two guests (G1 , G2) waved to the waitress (W) and signaled her to take their order.)W : May I take your order now , sir ?

43、G1 : Yes , please .W : What would you like to have ?G1 : I think I will have the spaghetti and a vegetable salad .W : What about you , sir ?G2 : Id like to order roast beef with mashed potatoes .W : How would you like your beef prepared ?G2 : I dont like it rare . I like it well-done .W : All right

44、. May I know what you would like to drink ?G2 : Red wine ?G1 : Great ! I like red wine . Do you have Burgundy wine ?W : Yes , we have .G2 : We will have that . Please ask your bar tender to choose a nice one for us .W : No problem . Anything else youre going to order ?G1 : No . Thats all . And you ?

45、G2 : Nothing else .W : Thank you . Let me repeat your order . You ordered one spaghetti and a vegetable salad with French dressing , one roast beef with mashed potatoes , one bottle of burgundy red wine . Is that right ?G2 : Right .W : Would you like to have some dessert ?G1 : Do you have strawberri

46、es ?W : Sorry , we dont have any left .G1 : How about apple tarts ?W : Ill ask in the kitchen . Would you like it with whipped cream ?G2 : Yes , please .W : So apple tarts with whipped cream . Your order will be ready soon . Thank you for your order . Enjoy your meal . Situation Play 11在酒吧John (J)和S

47、ue(S)在酒吧，他们选择一个好位置开始讨论喝什么。J：我们一起喝一杯吧，迈克？S：好的。J：你想在哪儿坐？S：我想坐在钢琴旁边，那样我就能看到音乐演奏了。你想来点什么？J：我想来点威士忌，加苏打水。S：威士忌浓度太高了，我想要点清淡的，啤酒吧。J：你不会喝酒对吧。S：不，我会喝浓度较低的酒。J：好的，我想来杯Red Label，你呢？S：我想试试Carlsberg。J：正合我意，顺便问一下，你喜欢哪种啤酒。S：我喜欢本地啤酒，不喜欢鸡尾酒。J：我也一样。译文：At the Bar(John and Sue are at the bar. They choose a good place to

48、 sit and discuss what they like to drink)J : Lets have a drink together, Sue?S : All right. J: Where would you like to sit?S: I want to sit by the piano so that I can watch the musician play. What will you have?J : Ill have a whisky with soda water.S : Whisky is too strong for me. I want something l

49、ighter. I think beer will do.J : you are not a good drinker, are you?S : No, I can only take light drinks.J : Okay. Then Ill have a Red Label. How about you?S : Ill try a Carlsberg.J : Thats after my thought. By the way, which kind of beer would you like?S : I prefer local beer and dont like cocktai

50、l.J : The same to me.Situation Play 12会议室预定Ann (A)正在和Bill (B)商量预定一间会议室。A：早上好，我能为你做些什么？B：我们想举行一个商务会议，你能为我们找一个房间吗？A：当然，多少人？B：10人。A：我们有一个会议室可以容纳20人。B：太好了，多少钱？A：每小时90元人民币，没有最低消费。你想预定吗？B：是的。A：请问您贵姓？B：布拉克先生。A：你需要用多长时间？B：明天早10点开始，但我不知道什么时候结束。A：没问题，您可以随便使用。B：谢谢。A：不用谢，祝你愉快。译文一：Reserving the Meeting Room(Ann

51、is discussing with Bill about reserving a meeting room。)A : Good morning. May I help you?B : Yes. Would you please find a room for our business meeting?A: Certainly, sir. How many people do you have?B: TenA : Fine. We have a conference room which can seat up to 20 people.B :Thats great. What about t

52、he charge?A : Its 90 yuan RMB per hour. There is no minimum charge. Do you want to book it ?B : Yes, I think so.A : May I have your name?B : Mr. Black.B : How long will you be using the room?A :Well start at 10:00 tomorrow morning but Im not sure when well finish.B : No problem. The room will be at

53、your disposal then.A: Thank you.B: My pleasure. Have a nice day.Situation Play 13结 帐一位客人(G)想退房，他正在收银台(C)结帐。C：早上好，先生，有什么可以帮助您的？G：我想退房。C：您是1202房间的马克布斯顿先生,对吗?G：是的,今天下午我要离店，所以我想现在结帐 。C：让我算一算，请稍等，先生。G：好的。C：这是你的账单，你想核对一下吗？G：当然。（核对过程中）G：对不起，我想你弄错了。恐怕不应该会消费这么多钱。您能解释一下吗？C：好的。300美金是4宿的房费；200美金是早饭与软饮料的钱；30美金是赔

54、偿您损坏的台灯钱；78.92美金是你往英格兰打的国际直拨长途的费用。G：等一下，我没往英格兰打长途电话。我不是英国人，在英格兰没有亲人。我来自美国，你搞错了。C：请稍等，先生，我跟有关部门联系一下。C：对不起先生，我们搞错了，我们酒店还住有另一位马斯顿先生，是他往英格兰打的电话。我们将从你的费用里扣除78.92美金。那么608.02美金减去78.92美金是530美金。G：这回对了。我能用信用卡结帐吗？C：请问是什么信用卡？G：万事达卡。C：好的。这是你的账单，这是你的收据。谢谢您，布斯顿先生。归途愉快。译文：At the Cashiers(A guest wants to check out.

55、 He is settling his account at the cashiers.)Cashier : Good morning , sir . Can I help you ?Guest : Id like to settle my bill , please .Cashier : Its Mark Huston in Room 1202 , isnt it ?Guest : Yes , Im leaving this afternoon , so Id like to check out now .Cashier : Would you please wait for a momen

56、t while I calculate your bill , sir ?Guest : O.K . Go ahead .Cashier : Yes , here is your bill . Would you like to check it ?Guest : Sure .(When checking)Guest: Im sorry , I think you made some mistakes . I dont think the figure should go that high . Could you please explain it to me ?Cashier : Cert

57、ainly . $300 is your room charge for 4 nights ; $200 is for the breakfast and soft drinks from the mini bar ; $30 is for the broken lamp and $78.92 is for the IDD call you made to England .Guest : Wait a minute . I didnt make any IDD call to England . Im not British and I dont have any relatives or

58、friends in Britain . Im from America . This is a mistake !Cashier : Oh , just a minute , please , sir . Ill check it with the department concerned .(After a while)Cashier : Im sorry , Mr. Huston . We made a mistake . There is another Mark Huston at our hotel . He made an IDD call to England . Well c

59、orrect the bill and deduct $78.92 from it . So $608.92 minus $78.92 is $530 .Guest : This time you are right , I think . Can I pay with a credit card ?Cashier : What credit card , may I ask ?Guest : Master Card .Cashier : Thats fine .(The guest gives the Cashier his Master Card and the Cashier then

60、processes it .)Cashier : Here is your bill , and heres your receipt . Thank you, Mr. Huston, and have a nice flight back .Situation Play 14订 票A给方舟旅行社打电话订票。B在听电话。A：早上好，这里是方舟旅行社。我能帮您做点什么？B：我要订一张从北京直飞到芝加哥的飞机票。A：单程还是双程？B：单程A：您想乘坐哪个航空公司的班机？B：我不介意航空公司，只要是经济舱就行了。A：好的，您什么时候离开？B：下周五，也就是6月27日。A：让我在电脑上查看一下。噢，还有机票。B：另外，我想要一张6月25日到北京的特快软卧票。如果可能的话，请给我一张铺。A：我会尽量满足你的要求。我已经为您预订了。你可以在三天内到我们的任何一个办事处购票。译文：Booking Tickets(A