hotel English 酒店英语

(1)I would like to reserve a twin/ double room at your hotel for four nights from June8, 2002.

我想向你们旅馆预订一间双人房，2002年6月8日入住，总共四天。

(2)Please reserve a single room under the name of Mr. Lin.请以林先生的名义定一间单人房。

(3)What's the price difference?两种房间的价格有什么不同?

(4)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。

(5)If there are no room available for the above period, please inform me ASAP as I must look for another hotel.如果在上述期间没有空房，请尽快告知以便另寻旅馆。

(6)I would like to book a flight to Paris on January 8 on Air France, First Class and round trip.

我要订一张去巴黎的往返票，1月8日，法航，头等舱。

(7)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。

(8)What is the rate，please?请问房费多少?

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

(10)What services come with that?这个价格包括哪些服务项目呢?

(11)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。

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：Y ou 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：Y our room number is 1018.Here 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：Y ou’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. 但是我并没有拨打仸何电话。

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

Hotel English

March2012

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 .

如果你有仸何需要，请随时联系我们。

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.Wecan 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.P lease 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 seco nd. 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 chang e 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 sorr y 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 s oon.

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 arran ge 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.