前台英语培训1

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1、Part. 2 FRONT OFFICE 客务英语一、 常用句型 （一）总台：（Front Desk） 1、请稍等，我查一下是否有空房。Just a moment, please. Let me check if there is a room available.2、我们明天有单人房。 we do have a single room for tomorrow.3、很抱歉，单人房全部预订出去了，双人房可以吗？Im sorry , but were fully booked for single rooms. /Would you like to have a double room inst

2、ead?4、抱歉，但酒店那天客满。Im sorry, but the hotel is full on that date.5、一间房每晚是*元，包含早餐。Its*Yuan per room per night, including double breakfast.6、先生，我们对团体预订提供*优惠。We offer*percent discount for a group reservation, sir.7、是否太贵了，这样好吗？您先住下来，我马上请示经理，争取给您更优惠的价格。Is it too expensive for you? How about checking in now,

3、 then Ill speak to my manager and try to give a better price.8、您打算住多久？How many nights do you plan to stay?9、女士，给哪位预订的？Whom is the reservation for, madam?10、怎么拼写？How do you spell it, sir?11、您可以写信，或通过电话、传真、电子邮件预订房间，我们会根据情况给予答复。You can make a room reservation by correspondence, telephone, fax, or email

4、. Well reply according to the situation.12、详情，请与销售部联络，电话是833、858。For further information, please call the Sales Dept. The extension is 833、85813、我们已为您做好记录，请您在到来的前一天打电话、发传真或电子邮件通知我们确认一下具体时间。We have taken note(notice) of that. Please confirm the specific date by telephone, fax or email the day before

5、your arrival.14、先生，谢谢您的电话。希望早日见到您。Thank you for calling, Mr. Smith. Good-bye. We look forward to having you with us soon.15、请问哪位买单？Who will pay the bill please?16、请您先到那边付一下订金。Please pay the deposit over there at first.17、服务费恕不打折。There is not any discount for service charge.18、公司付所有的费用吗？Is the compan

6、y going to cover all the expenses?19、对不起，先生，双人房满了，套间怎么样？Sorry, sir. All double rooms are occupied. What about a suite?20、对不起，所有的房间都客满了。Sorry, all our rooms are fully occupied.21、很抱歉，大部分房间都满客了，现在只有套房。套房包括客厅、卧室（双床）和浴室，房价是_元，先住一个晚上，好吗？Sorry, most of the rooms are occupied. Now, we only have some suites

7、. A suite includes a sitting-room, a bed-room (with two beds) and a bathroom. The rate is _Yuan. How about taking a suite for tonight?22、请您退房时结账。Please pay all the bills when you check out.23、根据酒店规定，您要付续住房间的房租。Sorry, according to the hotel policy, you have to pay the extension of your stay.24、您要付全价。

8、You have to pay the full charge.25、请问，您最近一次的入境口岸和日期是？Excuse me, whats your latest entry port and date?26、我们有不同种类的房间：标准房、贵宾房、豪华套房、总统房。We have different types of rooms: standard rooms, VIP rooms, deluxe standard suites, deluxe suites, presidential suite.27、每个房间里的设备都是一样的。The facilities in all rooms are

9、 the same.28、豪华客房配有电脑。Theres a computer in every delux room.29、如果您想延迟到下午4点退房，请和大堂副理联系，电话是22。If you want a late check-out at 4:00 pm, please contact with the assistant manager, the extension is 22.30、前台收银处和房间内均有提供保险箱，您可以将贵重物品寄存在保险箱内，以免丢失。A safe box is offered both in the front cashiers counter and yo

10、ur room. You can deposit your valuables there.31、如果您需要开通长途电话，能否麻烦您下来交一下电话押金？Would you please go through the telephone deposit procedure, if you want to make an I.D.D call from your room?32、酒店商务中心提供有传真和英特网服务，您请到商务中心去好吗？We have fax and Internet service in our business center. Would you please go to th

11、e business center? Its in the lobby.33. 您想要什么样的房间？ Which kind of room would you prefer? 34. 请问您贵姓？ May I have your name please? 35. 需要带您去房间吗？ May we show you to your room, sir? 36. 您要住几个晚上？ How many nights would you like to stay? 37、请在这签上您的名字。Please sign your name here.（二）行李服务（Bell Service）1、总台就在前面，

12、请往这边走。The front desk is straight ahead, this way please.2、这是您第一次住在我们酒店吗？Is it your first time to stay in our hotel, sir ?3、别担心，您的行李很快就会送上的。Dont worry, your luggage will be sent up at once.4、我们乘电梯上去吧，这边请。Lets go up by the lift, this way please.5、先生您先请，我乘另一部电梯马上将行李送上去。You first, please. Ill send the b

13、aggage up by another lift.6、1210房间到了。Here we are, sir. Room 1210.7、这间房间宽敞舒适，您一定能休息好。/ 我相信您会喜欢它的，房间非常不错。This room is spacious and cozy, Im sure you will have a good rest./Im sure you will like your room, its a very nice one.8、如果您要退房，请打电话63，我们会马上帮您运送行李的。When you check out, please call number 63 and we

14、ll help you with your luggage immediately.9、一共有几个包？How many bags do you have in all?10、是您全部的行李吗？Is this all your luggage?11、您要寄存行李吗？Would you like to leave/check/deposit your luggage here?12、请问您什么时候来取呢，过一会儿还是几天后？When will you take/get them back, a few minutes later or in several days?13、请收好寄存牌。Pleas

15、e keep the claim tag.14、您可以拿着行李牌到礼宾部提取您的行李。You may pick up your bags with your claim tag to the concierge.15、根据规定，食品、易燃品、贵重物品和易碎品都不给予保管。According to our regulations, we dont accept food, combustibles, valuables and fragile objects.16、请告诉我您离店的日期、房号和箱子的模样。Please tell me your departure date, room numbe

16、r and a brief description of the suitcase.17、查到您那箱子的记录了。I have found the record of your suitcase.18、先生我们提供免费的雨伞寄存服务。Sir, we offer free check/ deposit umbrella service. 19、请把雨伞放在雨伞架上。Please put your umbrella on the umbrella rack.20、请把雨衣放在袋子里。Please put your raincoat in the bag.21、请问您需要出租车吗？(客人要叫车)Wou

17、ld you like a Taxi?22、请问您需要单程还是双程？Would you like single trip or round trip?23、请确认，这是您的全部行李吗？Would you please confirm your luggage?24、这里到机场要多少时间？How long does it take to the airport from here?25、到达机场（五分钟）It takes (ten minutes) to the airport.26、请稍等，计程车马上就到。Wait a minute, please. The taxi will come he

18、re right away .27、让您久等了，计程车正在门口等候。/ 计程车两分钟后就到了。Sorry to have kept you waiting, the taxi is waiting for you at the gate./ The taxi is expected to come in two minutes.28、从饭店到机场的单程车费是20元。The rate for one way from the hotel to the airport will cost you RMB 20.29、请稍等，我去拿一部行李车来。One moment please, I will g

19、et a trolley.（三）商务中心 （Business certer ）1、请问您要印多少？需要什么规格的？How many copies and what size? / what size of paper do you prefer?2、（价格）那要看纸张的大小而定。It varies according to the size of the paper.3、每张A4的要2元。Each one A4 costs two Yuan. / Two Yuan per page for A4 size.4、每种印6张吧。Six copies of each.5、小的/A4每张是1元。The

20、 small size /A4 size is two Yuan per copy.6、对不起，今天机器有点毛病，恐怕印出来效果会不够理想。请问这样可以吗？Sorry , there is something wrong with the machine today. Im afraid the copies not be done as well as usual. Is that all right?7、请问您什么时候来取？我们营业到凌晨1点，您可以在凌晨1点前/明天取回您的影印件/照片。What time will you come back? The business center i

21、s closed at 1a.m., you can pick your copies/films up before closing time or tomorrow.8、直至第二日凌晨8:00前，如果您取回复印件，请和总台联系，电话66。During midnight to 8:00 a.m.(next morning), if you want to collect your copies, please contact our receptionist, extension number.9、琳达小姐，复印是吗？各5张，好的，请稍等一下。Miss LINDA, copy? 5 copi

22、es of each. Yes, please wait a moment.10、李先生，您一共印了A3的10份，A4的20份，B5的40份，共计150元。先生，这是收据，请收好。Mr. Lee, you altogether copied 10 A3, 20 A4 and 40 B5, and it comes to 150 Yuan. Here is receipt. Please keep it.11、先生，这份要扩大（缩小）到原件的200%？没问题，不过，这上面的红色印出来后会变成黑色的。Sir, would you like to enlarge (reduce) it to 200

23、% of the original size? No problem, but the red color will be black after we make a copy.12、我们的复印机效果很好。Weve got an excellent duplicator here.13、恐怕我们没有彩色复印机。Im afraid we dont have a full color copy machine.14、您打的电话是按照电脑记录收费。The call is charged according to the computer records.15、这个数目是您所打的电话的费用记录。The

24、 figure here is the business center, Im afraid you have reached the wrong extension number.17、对不起，先生，我们还没有收到您的传真，如果有收到，我们会马上通知您的。 Sorry, sir. But we havent received any of your faxes previously, and if there is any, we will call you as soon as possible/ let you know immediately.18、很抱歉，我不十分肯定。请稍等，让我查

25、一查，然后告诉您。A moment, please. Ill (be glad to) check the for you right away.19、有我的传真吗？有一份您的传真。香港发来的传真刚到。It there any fax for me? Theres a fax for you. / We have a fax for you . A fax just arrived from Hong Kong / Its from Hong Kong.20、如果有我的传真，请送给1008房的怀特先生。If theres any fax for me , please send it to M

26、r. . White in Room 1008 .21、传真发送好了。这是报告单，先生，用了2分钟，每分钟15元，三分钟起价另加15%服务费，总共是51.8元，请问您是签单还是付现金？这是零钱和收据。/我可以看一下您的欢迎卡吗？请在这里签名。（您可以在退房时结账）非常感谢，再见！The fax has been sent successfully , sir ,Here is the activity report Sir ,it takes 2 minutes , the rate for one minute is RMB 15.3 minutes is the minimum , plu

27、s 15% service charge ,The total is 51.8 Yuan . Would you like to pay in cash or sign the bill ? Here is the change and the receipt / Could you show me your welcome card ? Sign here , please (The hotel will charge you when you leave ) .Thank you . Good-bye .22、（电话通知）晚上好，艾琳小姐，这里是商务中心，有您的一份（紧急）传真，您要把传真

28、送到房间吗？还是您要自己下来取呢？）好的，我马上让人把传真送到您的房间，不用谢， 乐意效劳。Good evening , Miss Irene , Business center speaking , one incoming (urgent) fax for you , would you like it sent to your room (or would you come down to take it yourself? ).OK ,Ill have it sent up right away .You are welcome , it is my pleasure .23、我想取传

29、真。Id like to take my fax .24、杰克先生，您的传真一共12张，请核对一下，每张传真我们收取3元服务费，总共是36元。 Mr. Jack, you have received 12 pages , Please have a check The charge is 3 Yuan per page , so the total is 36 Yuan . 25、先生，传真首页上写共有11张，但我们只收到7张，请您通知他们再发送过来，好吗？Sir , the fox cocker sheet said it will be 11 pages , but we only rec

30、eived 7 pages , Please ask them to send the remaining pages .26、对不起，先生，传真机正在接收传真，请稍等一下。如果您有其他事，就把它放在这里，我帮您发送，您看，行吗？Sorry , the machine is receiving an in-coming fax , please wait a moment , If you are in a hurry , please leave it here , I will send the fax for you .Is that alright ?27、早上好，史密斯先生，要把这份

31、文件打印出来吗？请坐，约两分钟就好。Good morning Mr. Smith, would you like to print out this document ? Please take a seat and wait for about 2 minutes .28、史密斯先生，这样可以吗？/ 请问还有什么地方要修改的吗？没有。（请在这帮我插入/ 添上-Mr. Smith , is it acceptable ? / Are there any modifications ? No .(Please insert / add something here -)29、先生，您的这份文件要

32、保留吗？Sir , would you like to save the file ?30、请问先生，还要打印一份吗？不，给我复印5份。Print another page , sir ? No , just 5 copies .31、对不起，可否让我自己来打印呢？当然可以。May I print it by myself ? Yes , please .32、您好，我想从手提电脑里打印一份资料出来，可以借用一下打印机吗？当然可以，请在您的电脑上选择打印机型号为LJ3116P，LJ2312P型。（对不起，您的电脑里没有这种打印机型号的软件，您可以用我们的电脑）Morning , Id like

33、 to print something from my P.C , may I use your printer ? Of course, please choose the access to printer LZ3116P or LZ2312P. (sorry , your computer doesnt have necessary printer software . Please use our computer )33、文件要怎么打呢？如果您有什么要求，请告诉我好了。How do you want the document to be typed ? Please tell me

34、if you have any special requests .34、半个小时可以了。 Well get everything ready in half an hour , / Itll be ready in half an hour .35、史密斯先生，我们提供E-mail 服务，您可以在这里使用。（您可以在这里上网）Mr. Smith . we offer E-mail service . You can enjoy it here / You can get on the internet here .36、先生,您刚才上网2个小时，一共是20元。请问您签单还是付现金。Sir ,

35、 you have used the internet for 2 hours , it comes to 20 RMB , would you like to sign the bill or pay in cash ?37、需要装订吗？Would you like us to bind this for you ?38、我们有装订服务，我们可以把这装订成一本书。We have a binding service , We can make this into a book for you .39、糟糕，打出来的孔不整齐，实在抱歉，能再复印一下您的原件吗。我再试试。Oh dear ! Im

36、afraid the holes didnt come out even ,Im so sorry , Can I recopy your originals and try again ?（四）总机1 、对不起，先生，电话占线，您过几分钟再打过来，好吗？Sorry, Sir, The extension is busy now; would you call again in a few minutes? /The line is engaged; please call again after a while.2、对不起，他的话简没放好，请您稍等一会儿好吗？Sorry, the phone

37、 must be off the hook, would you mind waiting for a moment?3、先生，我帮您转过去Ill put you through, sir. 4、请稍等，我替您将电话转到总台。Wait a moment, please; Ill transfer your call to the Reception Desk5、我给您接通他房间的电话。Ill connect you to his room. 6、先生， 您的电话通了。You are through, sir.7、内线电话免费。There is no charge for inside call

38、. 8、拨打外线电话，请先拨9，然后拨您要的电话。For outside call, please dial 9 first and then dial the number you want. 9、我们饭店提供国内、外长途电话。Weve got D.D.D and I .D .D in our hotel.10、您房间的电话只能打市内，如果要打长途，请与总台联系。The phone in your room can be only used for local calls please contact the reception desk if you want to make a long

39、 distance call.11、打长途拨“9”后不要停，直接拨打长途区号。When you are making a long distance call, dont make a pause and dial the area code directly after youve dialed “9”.12、这电话不能打外线，请到商务中心好吗？Sorry, the phone cant be used for outside calls, Would you please do it in the business center?13、电话费加收15%的服务费。There is an ex

40、tra 15% service charge for the telephone.14、请告诉我的地区代码，好吗？ Could you please tell me the area code?15、 您要打哪个国家的电话？ Which country are you calling? 16、恐怕您拨错了电话。 Im afraid you have dialed the wrong number. 17、先生，我们明天早上7点叫醒您。Well wake you up at 7:00 tomorrow morning, sir. 18、 先生，您可以在您房间里直拨国际电话。 You can ma

41、ke an IDD cal from your room. 二、 情景对话Unit 1 Reservation 预定房间 1. Vocabulary 新词 reservation / reserve预定 single room 单人房 double room 双人房 standard room标准客房 VIP room 贵宾客房 deluxe business room豪华商务房 holiday room度假客房 business suite 商务套房 executive suite 行政套房 VIP suite 贵宾套房 presidential room 总统套房 extra bed加床

42、expect 希望 confirm确定 per night每晚 arrive 到达 hold the line 持机等待 around 大概 2. Talking to the guest: 与客人对话 S (staff): Good morning. May I help you? G (guest): Yes, I would like to reserve a room, please. S: Thank you, sir. For which date? G: From October 15th. S: For how many nights?G: Three nights.S: Ho

43、w many guests will be with you? G: Just my wife and myself. S: Which kind of room would you like to have, a double or a twin? G: A twin, please. S: Could you hold the line, please? Ill check for you. Thank you for your waiting, sir. We have a twin at $100. G: Well take this one. S: Certainly, sir. M

44、ay I have your name, please? G: Yes, its Brown. S: Mr. Brown, what time do you expect to arrive, sir? G: Oh, around 9:00PM, I think. S: I would like to confirm your reservation. A twin room for Mr. and Mrs. Brown at $100 per night for three nights from October 15th to October 17th. My name is Zhang

45、Ming and we look forward to serving you. 3. Learn to ask 学会提问 How many nights will the guest stay? How many people will go with you? Which kind of room would you prefer? What time do you expect to arrive? -Unit 2 Full Reservation 房间预订满了1. Vocabulary 新词 check检查 list名单 fully booked 全部预订了 change改变 canc

46、ellations取消 closer靠近 possible 可能 as soon as possible 尽可能 2. Talking to the guest: 与客人对话 S (staff): Good morning. May I help you? G (guest): I would like to make a reservation. S: What date would that be? G: For the night of April 18th for one night. S: One moment, please, sir. Let me check our list.

47、 Thank you for waiting, sir. Im afraid our hotel is fully booked on that date. Is it possible for you to change your reservation date? G: No, thats not possible. S: We might have some cancellations. Could you call us again closer to the date? G: Sure, but if you do have some cancellation. Could you

48、let me know as soon as possible? S: Certainly, sir. G: Thank you. S: You are welcome. 3. Learn to ask 学会提问 Is there a vacant room? Is it possible for you to change your reservation date? Could you let me know as soon as possible? -Unit 3 Cancel a Reservation 取消预定 1. Vocabulary 新词 extend 延长 until直到 r

49、oom type房间类型 cancel取消 spell拼写 another另一个 party 一方 boss 老板 chance 机会 2. Talking to the guest: 与客人对话 S (staff): May I help you? G (guest): Yes, my name is Black, and I made a reservation for 3 nights from March 5th. Id like to extend it for two more nights until the 9th. S: For 5 nights from March 5th

50、 until March 9th. G: Thats right. S: Would you like to change your room type? Your reservation is for a twin room. G: No.S: Thank you, sir. Well extend your reservation for you. -S: May I help you? G: Id like to cancel a reservation. S: In whose name was the reservation made? G: Alan Bell. S: How do

51、 you spell that, please? G: B-E double L. S: what was the date of the reservation?G: From February 4th for 3 nights. S: Excuse me. But is the reservation for you or for another party? G: Its for my boss. S: Thank you, madam. I will cancel Mr. Bells reservation for February 4th for 3 nights. My name

52、is Wang Ying and we look forward to another chance to serve you. 3. Learn to ask 学会提问 How many nights do you want to extend? In whose name is the reservation made? Is the reservation for you or for another party? -Unit 4 Reception 接待1. Vocabulary 新词 check in入住 check out退房 passport护照 visa签证 entry por

53、t/date入境口岸/时间 room key房间钥匙 bell service行李服务 credit card信用卡 luggage 行李 fill in填写 in case万一 contact 联系 imprint 刷卡2. Talking to the guest: 与客人对话 S (staff): Good afternoon, madam. G (guest): good afternoon. S: May I help you, madam? G: Yes, I would like to check in please. S: Do you have a reservation?

54、G: Yes, I do. S: May I know your name, please, madam?G: The name is Jackson. S: Welcome to Dihao Hotel, Ms. Jackson. Your reservation is for two nights. Is that correct?G: Thats right. S: Could you please fill in this form?G: Certainly. S: Thank you. May I have your passport please so that I can fil

55、l in your visa number and place of entry? G: Sure S: How would you like to pay, by cash or by credit card? G: Id like to pay with Visa. S: Can I make an imprint of your credit card? G: Yes, no problem.S: Ok. Thank you very much. This is your room key. Your room number is 523. Shall I show you to you

56、r room? G: Oh no, thank you. Thats not necessary. S: All right. Have a pleasant stay with us. The bell boy will take your luggage to your room. In case you need any help, please contact us. 3. Learn to ask 学会提问 Could you please fill in this form? How would you like to pay? Can I make an imprint of y

57、our credit card? May I show you to your room, madam? -Unit 5 Reception 接待讨价还价1. Vocabulary 新词 rack rate 门市价 including包括 breakfast 早餐 discount优惠 sound听起来 offer提供/开价 deposit 押金 group rate 团队价格2. Talking to the guest: 与客人对话 S (staff): Good evening, sir. Welcome to Dihao Hotel. May I help you? G (guest)

58、: Good evening. Id like a room for tonight. S: Do you have a reservation Sir?G: No, I dont. How much is a double room for one night? S: Our rack rate is 378RMB. G: Is that including breakfast? S: No, Im sorry. That is not including breakfast.G: The 378RMB is too much for me. I think I have to find a

59、nother hotel. S: Well, I can give you a discount. I can offer you a price of 338RMB, also not including breakfast. G: That sounds better to me. Ill take your offer， 338RMB. S: And how would you like to pay, sir? G: I pay in cash. S: Then I have to ask you to pay 1000RMB for deposit. G: Sure. Here yo

60、u are. S: Thank you very much. 3. Learn to ask 学会提问 What is the rack rate? How much is a double room for one night? What is the price he likes to pay? How would you like to pay? -Unit 6 Reception 接待延长住宿时间1. Vocabulary 新词 high season旺季 long term guest 长住客 suite 套房 parking lot 停车场 early check in提前入住 additional额外的 no charge免费 check out 退房regular guest常客 VIP重要客人 air conditioner 空调 valuable 贵重的2. Talking to the guest: 与客人对话 S (staff): Good morning, sir. May I help you? G (guest): Id like to extend my stay