Key word and Expressions
check-in入住蝥记vacancy .空房registration card /form登记卡／表make the payment付款identification 身份证receptionist 接待员signature 签名，署名，盖章receipt 收据breakfast voucher 早餐券triple room三人间deluxe single room豪华单人间suite套间family suite家庭套间deluxe suite烹华套间presidential suite总统套间，extend the reservation 延长预定cancel the reservation 取消预订confirm the reservation 确认预定revising the reservation 更改预定changing the reservation reservationist 预定员cancellation 取消standard room available 标准间空房,entrance;入口room rate;房价group leader,团队领队wake-up call; 叫早confirm the reservation; 确认预定reservation desk service; 客房预订部服务; accepting a reservation 接受预定stand room; 标准间double room 双刃间; reserve/book a room; 订房；revise the reservation换房; stand room available标准间空房; concierge desk service,礼宾服务luggage service, 行李服务travel agency旅行社; tour guide; 导游scenic spots; 风景点brochure手册; luggage tag行李牌; service charge服务费; business center, 商务中心; foreign currency exchange外汇兑换; beauty salon, 美容美发; shopping arcade, 商场café, 咖啡厅parking,停车场pub,夜总会health club,健身中心；service brochure; luggage tag; service charge; car reservation service; car rental service; SUV; jeep; compact car; coach; sports car; check out; cash desk service,收银服务cashier, 收银员the finance department staff,财务部门员工souvenir shop 礼品店, exchange memo兑换水单, rate of exchange汇率, 服务费service charge收据receipt 发票invoice; have a bath; shampoo; toothpaste; blanket; 支票check American Express, Visa and Federal Card美国运通卡、维萨卡和联邦卡。check out 走房结账telephone desk service,总机服务housemaid, 客房女服务员repairman, 维修人员票foreign currency,外汇souvenir, 礼品exchange memo, 兑换水单rate of exchange,汇率the airport exchange office, 机场兑换处specialized foreign exchange bank, 专业外汇兑换银行solving problems with the bill,解决账单问题explaining the bill , 解释账单room charge, 房费laundry charge,洗衣费telephone call charge, 电话费long distance call charge, 长途电话费telephone operator, 转接电话switchboard, 总机handset, 话筒outgoing calls, 打出电话outside call, 外线incoming calls,打进电话internal call, 内线call back,回拨hold the line, 稍等候go ahead, 请讲IDD-international direct dial, 国际直拨DDD-domestic direct dial,国内直拨local call, 本地电话domestic call, 国内电话emergency call, 紧急呼叫collect call 对方付费电话pay call, 付费电话coin call,投币电话the morning call-the wake-up call, 叫早电话服务leaving the message, 留言telephone directory, 电话指南public telephone,公用电话extension number,分机号码operator, 接线员area number, 地区号码the housekeeping department, 客房务chamber service,客房服务room service,客房用餐服务maintenance service, 维修服务, the food and beverage department, 餐饮部the sales department, 销售部turn-down service, 晚床服务extend a bed, 加床disposal the rubbish, 倒垃圾make the bed,整理床铺replenish the supplies, 添加物品vacuum the floor, 吸尘turn down the bed,做晚床do the room, 打扫房间，pillow枕头，quilt 被子，blanket毯子，extra blanket 备用毯子，sheet床单，bedcover床罩，curtain窗帘，carpet地毯，electric pot电水壶，sewing针线包，reading lamp/table lamp台灯，laundry bag洗衣袋，coat hanger衣架，laundry list洗衣单，clothes brush衣服刷, orange juice,橙汁toast with butter, 黄油土司meat pie, 馅饼millet gruel, 小米粥sweet dumpling, 汤圆rice noodles, 米粉soybean milk, 豆浆，noodles with soup, 汤面beef noodles, 牛肉面stretched noodles,拉面noodles with soybean paste, 杂酱面dumpling,饺子/馄饨，faucet/tap 水龙头，shower head 淋浴头，bathtub 浴缸
Key Sentences
欢迎您来到我们酒店。需要我为您服务吗？
Welcome to our hotel. Is there anything I can do for you
请稍等。我们的服务员会带您到您的房间。祝您住得开心。
Just a minute, please, A bellman will show you to your room. I hope you enjoy your stay here.
不用谢。我们很高兴随时为您服务。祝您入住愉快。
You're always welcome. We are glad to serve you at any time. Have a pleasant stay here.
恐怕您的房间还没能准备好，请您等会儿好吗？由此带来的不便我们深表歌意
I’m afraid that your room is not ready yet, would you mind waiting, please? We are very sorry f or the inconvenience. Smith先生，您预订了5月14日至15日的一个双人间，您的电话号码是
Mr. Smith, you ‘ve booked/ reserved a double room from the 14th to the 15th of the May,
and your telephone number si…
没有您的确订记录，我现在可以为预订吗？I'm afraid that we have no record of the reservation (for the date) in your name. Shall I make a reservation for you now?
团队预订8．5折。There is a 15 percent deduction for a group reservation.
谁是你们的领队？Who is your group leader?
你们团队人数有变化吗？Is there any change in the number of your group?
您可以在六点钟把您的行李放在大厅右侧服务台前面吗/
Could you please place your luggage in front of the desk on the left of the lobby at 6?
你们的房卡和钥匙都在写有你的名字的信封里面。
Your key cards and breakfast voucher are all in the envelopes with your name on them.
如果您有什么变化或者要求，请和前台联络。
If you have any changes/requests, please contact the Front Desk.
我们可以把您放在候补名单里，万一有人取消。
Would you like us to put you on the waiting list and call you in case we have a cancellation.
我可以为您推荐附近没有客满的酒店吗？
Would you like me to recommend nearby hotels that won’t be full up?
请问需要什么样的房间？what /which room would you prefer/ like?
您需要什么样的房型？What type of room would you like?
Sorry, we won’t have any vacancy today, But we can recommend nearby hotels for you if you like
您要取消7月6日起共3个晚上的预定吗？
Would you like to cancel the reservation from July 6th for three nights altogether？
别担心，您的行李很快就会送上去的。
我把您的行李放在这里好吗？Don’t worry, your luggage will be sent up soon.
您的袋子里有什么贵重或易碎品吗？Do you mind if I put your luggage here?
Is there anything valuable or breakable in your bag?
如果您要退房，请致电666 ，我们会马上帮您运送行李的。
When you check out, please call 666 and we’ll help you with your luggage immediately.
请别担心，女士。我们会照看好您的行李的。
Don’t worry, ma’am. We can look after your luggage.
我会立刻派行李员去666 房间取您的行李。请务必把您的行李牌挂在行李上面。
I’ll send a bellboy to room 666 to fetch your luggage at once. Please be sure to put your name tag on your suitcase.
需要我为您叫出租车吗？Would you like me to call a taxi for you/
您想预定什么样的车型？What kind of car would you like to reserve?
您想去哪里，什么时候出发和回来？
Where would you like to go and when will you leave and return?
我店五座汽车的租车覅用是每天500元。
The rental charge of 5-seat car in our hotel is 500 yuan per day.
这是2，000元。请清点一下。Here is 2, 000 yuan. Please count it
请您查一下，保存好水单。Please check it, and keep the memo
我们根据今天的牌价兑换外币We change foreign currencies according to today's exchange rate.
美元兑换人民币为1：6．70 The exchange rate of US dollar to RMB is 1:6. 70.
先生您想兑换多少？How much would you like to change, sir?
根据今天的兑换率，100美元兑换670元人民币
According to today’ s rate of exchange. every l00 US dollars in cash comes to 670 yuan RMB.
请您仔细填写护照号、兑换金、房间号或永久性地址，并在这里签字.
Please fill in your passport number, the total amount, your room number or permanent address, And sigh your name here as well.
您可以在中国银行或机场外币兑换处将剩余的人民币兑换成欧元，换时您还得出水单
You can change the RMB left back into Euros at the Bank of Chinn or at the Airport Exchange office, and there you are required to show the memo.
恐怕您得到一家外汇专业银行兑换韩元，因为我们酒店不能兑换韩元
I'm afraid that you ‘d better go to change KRW in a specialized foreign exchange bank, for we can't change KRW
我们只能进行单向兑换。I’m afraid that we only offer one way change in our hotel.
请等会儿，我来跟您加总账。Please wait a moment. I'll figure it out.
谢谢您，让您久等了。给您账单，总计3，500元人民币。您看对吗？
Thanks for waiting so long. Here’s your bill. It totals 3, 500 yuan. . Is that correct?
您检查一下，看看数额是否正确？
Would you like to check and see if the amount is correct?
我们接收美国运通卡、维萨卡和联邦卡We accept American Express, Visa and Federal Card
您检查一下，看看数额是否正确？Would you like to check and see if the amount is correct
先生，您用什么方式付款？现金、信用卡还是旅行支票？
How do you wish to settle your account, sir? In cash, by credit card or by /with travelers check?
如果您用信用卡买单要付5%的贸易商委托费。
There is a 5% merchant commission you have to pay if you use a credit card.
我眼有关部门核对一下，您介意等一会儿吗？
I’ll check it with the department concerted, Would you mind waiting for a minute?
给您带来了不便向您道款。please accept my apologies for our mistakes.
我们将把账单更正过来，从总额中减去228元人民币。我把您多付的钱还给您。
We’ll correct your bill by deducting 228 yuan from/ the total, I'll return the money you’ve overpaid.
给您带来了不使向您道款。这是您多付的钱
I must apologize for the inconvenience. Here is the money you ‘ve overpaid
也就是说，账单有问题，我们多收了您的钱。
So you’ve been overcharged. There is something wrong with your bill.
也就是说，账单总额要多出您计算的总额。
So the total of the bill is more than the total you calculate.
我会和有关部门核对一下，您介意等一会了吗？
I’ll check it with the department concerned. Would you mind waiting for a minute?
我们将把账单更正过来，从总额中减去300元人民币。我把您多付的钱还给您。
We’ll correct your bill by deducting 300 yuan from the total. I’ll return the money you’ve overpaid. Please accept my apologizes for our mistakes.
让我为我们所犯的错误向您道歉，请您接受。
We might have overlooked some details. Thank you for bringing the matter to our attention.
我们可能或略了一些细小的地方。感谢您提醒我们注意。
If there is anything else I can do for you, please don’t hesitate to call me.
如果有什么我能做的，请打电话给我。
We do apologize for the inconvenience firstly. My name is …. Our repairman will come to your room within ten minutes.
首先，我们为给您带来的不便深表歉意。我叫…我们的维修人员10分钟内到达您的房间。
请稍等，我马上帮您转接。Just a moment please, I'll put you through.
请别挂电话，我这就给您接过去…Please hold the line a moment , I’ m putting you through to..
让您久等了，先生。您的电话已接通，请讲。
Thank you for waiting, sir. Please go ahead, you re through
这里是酒店总机，有一位史密斯先生从美国打来的接听人付费电话，您愿意付款吗？
This is the Hotel Operator, I have a collect call from Mr. Smith in America, will
you accept the charges?
您恐怕拨错号码了。这里是北京饭店。
I’m afraid you have the wrong number. This is the Beijing Hotel.
我们酒店提供国际直拨和国内直拨电话服务。因此您可以从房间里直接拨打电话。那样比通过总机转接便宜。
We offer IDD and DDD services in our hotel. So you may call directly from your room. It’s cheaper than going through the operator.
请拨打国家代码，然后是地区代码，最后是您要拨打的号码。房间的服务手册里面有代码目录。Please dial the country code, then the area code and the number you want. The country codes are listed in the services directory in your room.
拨打北京以外地区的电话，请先拨0，然后再拨打地区代码以及您要拨打的电话号码。拨打北京市区电话，请先拨打0，然后拨打电话号码。
For calls outside Beijing ,please dial 0 first and then the area code and the number you want. For calls inside Beijing, please dial 0 first and then the number you want.
很抱歉，电话占线。您要稍等还是再打回来？
I’m sorry. The line is busy. Would you like to hold on or call back?
很抱款，按规定我不能帮您这么做。I’m afraid I can’t help you due to the regulation.
恐怕Black先生不在房间内。您需要给他留言吗？
I’m afraid M:. Black is not in his room now. Would you like to leave a message for him
恐怕还是没有人接听，我能帮您留言吗？
I’m afraid there is still no reply. Can I take a message, please?
几点叫您呢？What time would you like?/ At what time
我们有计算机叫醒服务。请拨555，我们的计算机将会记录您的叫醒时间和房间号码。
We have a computer wake-up service. please dial 555.and our computer will record
the time and your room number.
要哪种叫程服务，电话叫还是敲门叫醒？
What kind of call would you like, by phone or by knocking at the door?
很抱款打扰您了，现在可以打扫房间吗？I'm sorry to(disturb /you, but may I clean the room now? 晚上好。客房部。我可以进来吗？Good evening. Housekeeping. May I come in?
晚上好，先生。我现在可以做晚床吗？Good evening, sir. May I do the turn down service now?
不用谢。祝您度过一个美好的夜晚。You're welcome. I hope you have a very pleasant evening.
为您服务很荣幸。晚安，先生。祝您做个好梦。With pleasure. Good night, sir. Have a nice dream. 我何时可以回来打扫房间，Smith先生？When would you like me to clean your room, Mr. Smith? 您什么时候合适？What time would be better for you?
请问您什么时间方便？What time would/will be convenient for you?
先生，要我等会儿再来吗？Shall I come back later, sir?
我们能提供很好的客房送餐服务。We can provide very good room service.
客房送餐服务一天24小时都提供。Room service is available 24 hours a day.
客房送餐服务要另加10％的服务费。There is an extra service charge of 10% for the room service. 我们要另加10％的服务费，We add a 10% service charge
我们提供美式、欧式和中式早餐。您要订哪一种？We offer three types of breakfast, American Continental and Chinese, Which one would you prefer?
We’ll add the cost(to)your room bill. Please sign your name and room number here
on the bill我们会把费用加在您房间的账单上。请在账单上签上您的姓名和房间号
您要订哪一种早餐，美式还是欧式？Which breakfast would you prefer. American or Continental? 您点的蛋／牛扒要怎样做？How would you like your eggs/steak?
您喜欢哪种果汁，西抽汁还是橘子汁？
Which kind of juice would you like/prefer, grapefruit or orange?
您喜欢火腿还是成肉夹蛋？Would you like ham or bacon with your eggs?
您的餐点15分钟送到，再见。Your order will arrive in 15 minutes, see you.
谢谢您使用送餐服务。请慢用，再见Thank you for using room service. Enjoy yourself, goodbye. 明天上午9：30，我们维修部的电工会来您房间修理电视机。
An electrician from the Maintenance Department will come to your room to repair
the TV at 9: 30 tomorrow morning
我马上通知维修部前来修理。能告诉我您的房间号吗？
I'IL inform the Maintenance Department to repair right now. Would you please tell
me your room number?
维修人员5分钟内到达您的房间。The repairman will come to your room in five minutes
我是来维修卫生间设施的，请您详细地告诉我什么坏了，好吗？
I've come to repair the facilities in the bathroom. Can you please tell me what the
trouble is in detail?
修好了先生。您现在可以用卫生间了。Everything is all right, sir. You can use the bathroom now. sir
TTT
Have you had a reservation?
Have you made a reservation with our hotel? Do you have a reservation
May I see your passports?
Would you please fill in the registration form. Please fill in the registration forms---your nationality, age, occupation, passport number, and your signature.
In whose name was the reservation made?
When was the reservation made? In what way the reservation made？
How are you going to pay?
How will you be paying?How would you like to make your payment?
How would you like to settle your bill？
How would you like to pay, by credit card, in cash or with a traveler’s che ck?
We hope you will enjoy your stay in the hotel with us.
We hope you are enjoying your stay in the hotel with us.
We hope you have enjoyed your stay in the hotel with us.
When would you like your room?？
How long will you be staying? For how many nights?
It’s my pleasure. We look forward to your arrival
You’ re welcome. We look forward to serving you.
We look forward to having another chance to serve you. …
Sorry, we are fully booked up.
Unfortunately, we’re fully booked for (date ) but you can reserve…
I ‘m sorry. I can't book you a room for the 15th of June,
Is it possible for you to change your reservation date?
We don't have a single room available. Would you mind a standard room?
Unfortunately, we’re fully booked for (some car) but you can reserve…
I ‘m sorry. I can't book you any car for the 8th of August.
Is it possible for you to change your reservation date?
We don't have a coach available. Would you mind a jeep?
May I help you? May I be of help?May I be of service?
Would you please tell me your name and your room number?
What's your name and room number, please Could I have your name and room number?
Did you have breakfast this morning?
Did you make any phone call from your room? Have you used any hotel services,
I'll draw up your bill.
I'll add up your bill. I'll draft your bill. I'll calculate/settle your bill. I'll settle your bill.
It totals 3, 500 yuan.
Your bill comes to 3, 500 yuan. Your bill makes a total 653, 500 yuan.
Your bill amounts to 3, 500 yuan
Would you like to check out?
Are you checking out today, Would you like to vacate the room now,
We hope you'll be staying with us again. Have a good trip
We hope you’ve enjoyed your stay in the hotel.
We hope we will have another opportunity to serve you.
It’s my pleasure. Hope you will enjoy your journey.
Sorry, there is no answer.
Would you like to leave a message I'IL pass your message to Mr. Black.
I’ll make sure she gets the message.
I'm sorry to hear that.
I must apologize for the inconvenience
We’ re terribly sor ry for overcharging you.
There has been an error.
I do apologize. We do apologize for the inconvenience.
There could have been some mistake. I do apologize.
Key questions
1.What is the importance of the Front Office Department?
The Front Desk/Reception Desk/Front Office/General Service Counter is not only a very important position of the Front Office Department, but also the hub of activities of the hotel. It is mainly responsible for selling the products and services of the hotel, an dispatching the operation of the hotel. The service effect and the service quality represent the whole level of the management of the hotel. The Front Desk is called as “Nerve Center” or “Open Window” of a hotel.
2.What is the aim of a hotel?
The aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink. The first and foremost task of a hotel is to create a temporary home for and to offer quality service to all the business travelers as well as those traveling for pleasure. Another name for hotel keeping is the ‘courtesy industry’. We advocate conventional and good manners & politeness. Practice these till they become second nature till you are courteous automatically.
3.What is the importance of the Concierge Desk?
In hotel, the Concierge Desk is a position of the Front Office Department. It is mainly in charge of the luggage and car rental service of the guest who stays at the hotel.
The guest always turns to the Concierge Desk for help when he meets some trouble or wants to enjoy himself during his stay at the hotel. Therefore the service of the Concierge Desk can give the guest the most important impression on hotel’s fame and image.
4.What is the importance of the housekeeping department?
The Housekeeping Department is one of t he main operational department of a hotel. It’s main duty is to see to the cleanliness and good order of all the rooms and public areas in the hotel, provide all kinds of facilities and services so as to create a convenient, comfortable, tidy and secure living environment for the guests. The Housekeeping Department is the heart and backbone of a hotel industry. In a sense, it is possible to say that a clean and attractive guestroom is the product that a hotel sells. The entire hotel depends on the smooth, efficient management of the Housekeeping Dept.
Key dialogs
1.Checking in (You are our guests)
2.Room reservation (accepting a reservation)
3.Leading the guest to the room
4.Foreign currency exchange
5.Checking out
6.Room service (Your order will arrive in 15 minutes)
7.
酒店前厅部常用英语Hotel English 100 sentences Greetings (打招呼) 1、Good morning ,sir(madam) 早上好,先生(小姐) 2、Good afternoon ,ladies and gentlemen 下午好,女士们,先生们. 3、Good evening ,miss Price 晚上好,普莱丝小姐. 4、How are you today ,Mr Brown ? 你今天好吗?布朗先生. 5、I’m quite well ,thank you. 我很好,谢谢你. 6、Hs good to see you again ,sir(madam) 再次见到你真高兴,先生(小姐) 7、Nice to meet you ,sir. 见到你真高兴,先生. Tithes(称呼) 8、Are you mrs,Best? 你是贝丝特夫人吗? 9、You must be professor Ford. 你一定是福特教授. 10、May I know your name,sir(madam)? 我可以知道你的名字吗?先生(小姐). 11、Here’s a letter for you ,Dr white. 怀特医生,这儿有你的一封信. 12、you’re wanted on the phone,Captain Smith. 史密斯船长,有你的电话. 13、Welcome to our hotel, miss Henry. 欢迎来到我们酒店,享利小姐. 14、May I be of service to you,mr Baker ? 我能为你服务吗?贝克先生? 15、Can I help you, Ms Blake? 我能帮你吗?布雷克小姐? 16、Would you take the seat ,young lady ? 请坐,小姐, Offering Help 主动提出帮助 17、May I help you ? 18、Can I help you? 我能帮你吗? 19、What can I do for you ? 我能为你作什么? 20、 May I take your ba for you?
前台接待英语口语 C/I 入住 Dialogue A / 对话 A：Good morning, sir.Welcome to Golden Ocean Holiday Inn .May I help you? 早上好，先生，欢迎光临金海洋假日酒店，请问有什么可以帮到您的？A: would you like single room or double room? 请问您需要单人房还是双人房? B: I like a single room./I have a reservation for a single room 我要一间单人房. /我订了一间的单人房。 A：May I have your name, sir, please? 请问先生用什么名字预订？ B：My friend help me the book，She used the name of zhang peng 我那个叫张朋的朋友帮我预定的房间 A：Just a moment , sir. Let me check the reservation for you. 请稍等先生，让我为您查找。 A: May I have your passport. 请把您的护照给我一下 B：Yes.Here you are. 当然, 给您.
A：Thank you.Mr Zhao.Please sign here 谢谢，赵先生，请在这里签个名。 B：Yes. 好的。 A：Mr Zhao , How long would you like stay here? 赵先生,请问您打算住多久？ B：Just one night. 只是一个晚上。 A：Thank you. How would you like to pay the deposit? In cash or credit card? 谢谢！请问押金是给现金或是刷卡呢? B：Credit card. 信用卡。 A：May I have your credit card ? 可以借用您的卡吗？ B：Yes. A：Thank you for your credit card. Sir.Please sign here, 谢谢先生的信用卡，请在这里签个名。 B：Yes. 好的。 A：Mr Zhao,Your room number is 8385. This is your room key.Here you are.
酒店礼宾部常用英语汇编重要词汇: 礼宾部 Concierge 行李生 Bell man 门童 Doorman 行李 Luggage 行李架 Luggage rack 行李存放处 Luggage Depository 行李车 Baggage trolley 司机 Driver 电梯 Elevator 洗手间 Toilet 机场 Airport 火车站 Railway station 商场 Shopping center 超市 Super market 小费 Tip 雨伞 Umbrella 接机服务 Pick-up service 行李寄存 Check baggage 叫早服务 Morning call 自助早餐 Buffet breakfast 往前直走 Straight on 常用词汇: 五星级酒店 Five-star hotel 前厅部 Front office department 总台 Front desk 总机 Operator 商务中心 Business center 游泳池 Swimming pool 西餐厅 Western restaurant 中餐厅 Chinese restaurant 大堂吧 Lobby lounge 桑拿 Sauna 会议室 Meeting room 停车场 Parking lot 总经理 General manager 经理 Manager 大堂副理 Assistant manager [AM]
宾客关系主任Guest relation officer [GRO] 主管 Director 领班 Supervisor 楼层服务员Room waiter 总台接待 Receptionist 维修人员 Repairman 货币兑换change money 明信片postcard 洗衣袋Laundry bag 小心轻放Handle with Care 请勿倒立Keep Top Side Up 常用句子 1.Are these your baggage? 这些是您的行李吗? 2.Is this everything, sir? 这是全部东西吗，先生? 3.May I take them for you? 我来帮您拿好吗? 4.Let me help you with your luggage.让我来帮您吧。 5.I hope I'm not disturbing you.我希望没有打扰您。 6.Just a moment, madam. I'll bring them to you right away. 等一会儿，夫人。我马上送来。 7.The bellboy will show you to your room, sir. 先生，行李生会送您到房间的。 8.Here is your room key. 给您房间钥匙。 9.You may leave your luggage in the Concierge. 您可以把行李放在礼宾部。 10.Would you like to check your luggage here? 您要寄存行李吗? 11.Don’t worry, your luggage will be sent up at once. 别担心，您的行李很快就会送上去的。 12.When you check out, please call NO.6849 and we’
■服务台常用词汇 management 经营、管理market price 市价cashier's desk 兑换处coin 硬币accounting desk 帐务处check_out time 退房时间voucher 证件price list 价目表check, cheque 支票 sign (动)签字interest 利息form 表格reservation 预订reception desk 接待处tip 小费reservation desk 预订处luggage office 行李房…per thousand 千分之…spare (形)多余的postpone (动)延期cancel (动)取消traveller's cheque 旅行支票pay (动)付款fill (动)填写administration 管理、经营note 纸币registration desk 入宿登记处lobby 前厅luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费bill 帐单change money 换钱procedure 手续、程序information desk 问询处luggage label 行李标签overbooking 超额订房…per cent 百分之…reasonable (形)合理的cash (动)兑换keep (动)保留、保存bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表 ■电讯服务 operator 电话员 house phone 内部电话 special line 专线 dial a number 拨号码 hold the line 别挂电话 can't put somebody through 接不通 ordinary telegram 普通电话receiver 听筒 city phone 城市电话 telephone number 电话号码 replace the phone 挂上电话 Line, please. 请接外线。 The line is busy(engaged) 占线。 send a telegram(cable) 发电报long distance 长途电话 telephone directory 电话簿 call somebody up 打电话给某人 can't hear somebody 听不见 can't get through 打不通
酒店各部门英文缩写 总经理办公室:GM 人力资源部:HR 财务部:FN 餐饮部:F&B 客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 前厅部:FO 销售部:S&M 市场传讯部MC Marketing Communications DEPARTMENT 酒店各职位英文缩写 GM---GENERAL MANAGER 总经理 DGM---DUTY GENERAL MANAGER 副总 DOR---DIRECTOR OF ROOMS 客务部总监 AM---ASSISTANT MANAGER 大堂经理 DOM---DIRECTOR OF SALES&MARKETING 销售部总监 FO---FRONT OFFICE 前厅部 FOM---FRONT OFFICE MANAGER 前厅部经理 CON---CONCIERGE 礼宾部 BC---BUSINESS CENTER 商务中心 F&B---FOOD&BEVERAGE 餐饮部 ENG---ENGINEERING 工程部 HR---HUMAN RESOURCES 人力资源部 FN---FINANCIAL DEPARTMENT 财务部 FC---FINANCIAL CONTROLLER财务总监 行政总厨 A.T.K Administrative total kitchen
收益管理经理 Revenue Manager RECP---RECEPTION 接待处 HSKP---HOUSEKEEPING DEPARTMENT客房中心酒店职位英语 董事长 Board Chairman (Director) 董事总经理Managing Director 经济师Economist 首席会计师 Chief Accountant 总经理General Manager 副总经理Deputy General Manager (Vice) 驻店经理Resident Manager 总经理行政助理Executive Assistant Manager 总经理秘书Executive Secretary 总经理室Executive Office (G.M office) 机要秘书Secretary 接待文员Clerk 副总经理Vice General Manager 总经理助理Assistant to General Manager 总经理秘书Secretary to General Manager 行政秘书Executive Secretary 人力资源部Human Resources Division 人事部Personnel Department 培训部Training Department 质检部Quality Inspection Department 员工关系部 Staffing Relationship Department 人力资源开发总监Director of Human Resources 人事培训经理P&T Manager 人事部经理Personnel Manager 培训部经理Training Manager 质检部经理Quality Inspection Manager
酒店前台&收银常用英语前台reception或者front desk收银casher 大厅lobby机场airport 餐厅restaurant房务部housekeeping 超市supermarket工程部engineer department、 无线网络wifi密码password 收据receipt押金deposit xxtowel刮胡刀shaver 烟灰缸ashtray伞umbrella 快递express南航购票点southern China office 火车站trainstation地铁metro station 入住时： 1、先生/小姐，您好，请问有什么可以帮到您? hello，sir，may I help you？ 房价是多少 What is the room rate？ 现在的房价是300元每晚 Is 300 RMB per night 2、请问您有预定么？ Do you have a reservation？ 3、您需要单人房还是双人房？
Asingle room or double room？ 您的退房时间是？ when is your check out time 4、我能看一下您的护照么？ may I have your passport please 5、请签一下您的名字 Please sign your name here。 6、您的房卡 this is your room card 我们的早餐时间是七点半到九点半 our breakfast time is during seven thirty to nine thirty 7、您的房号是….. Your room number is…. 8、您需要提前预付300元人民币的押金 You should pay for a deposit of 300 RMB 9、押金我们会在您退房的时候退还给您 The deposit we will return to you when you check out 退房时： 1、可以把您的房卡给我们吗 May I have your room card please。 2、这是您的账单
酒店前厅部常用英语工作术语解释 一、Front office（前厅部） 答： 1、指设在酒店前厅销售酒店产品、组织接待工作、调度业务经营和为客人住店提供一系列综合性服务的部门。 2、前厅部的主要任务有两个：一是经营，二是管理。 3、前厅部的组织结构。 二、Front desk（前台或总服务台） 答：1、酒店设置在大堂为客人提供登记、问讯、结账等服务的区域。 2、前台隶属于前厅部。 3、前台是酒店对客服务的窗口。 三、Room status（房间状态） 答：1、一般房间状态分为：住房已清洁（OC）、住房未清洁（OD）、空房已清洁（VC）、空房未清洁（VD）、维修房（OOO）等。 2、清楚地了解房态，有利于为客服务和销售房间。 四、Room type（房间种类） 答：1、常见的房间种类有：标准间（标单、标双）、豪华间、商务房（行政房）、套房（豪华套），相连房和公寓等。 2、不同种类的房间适于不同种类的客人。 五、Double room（双人间） 答：1、指房间里设置一张双人床或两张单人床。 2、双人间的入住对酒店的影响（增加酒店总销售收入）。 六、Signal room（单人间） 答：1、指有一张单人床或一张双人床的房间。 2、入住特点。 七、Suite（套房） 答：1、指有客厅或休息厅和卧室连接在一起的房间。 2、套房的出租有利于提高平均房价，提高客房整体收入。 八、Adjoining room（相邻房）
答：1、指相邻而不相通的房间。 2、适于安排相互熟识客人。 3、不宜安排敌对或不同种类的客人。 九、Reservation（房间预定） 答：1、指酒店为有入住要求的客人所进行的预先安排。 2、预定的内容。 十、Confirmed reservation（确认订房） 答：1、指酒店对客人的预订要求予以接受的答复。 2、确认的方式。 3、确认的内容。 十一、Amendment（更改预定） 答：1、指对预定资料进行修正。 2、应注意的事项。 十二、Advanced deposit（预付订金） 答：1、指客人在订房时所交纳的订金。 2、预付订金对酒店和客人双方都有益。 3、收取预付金的几种方式。 十三、Arrival, departure date（抵离日期） 答：1、指客人入住和离开酒店的具体日期。 2、了解的重要性是更好地安排预定，提高入住率、增加酒店收入。 十四、Expected arrivals list（预期抵达表） 答：1、可提前掌握将要抵达客人的简单情况。 2、表上内容。 十五、Expected departures list（预期离店表） 答：1、有利于结账工作的提前准备。 2、表上内容。 十六、Room forecast（订房预测） 答：1、有利于安排工作和做好销售工作。 2、订房预测报表所反映的内容。
酒店常用英语口语：前厅部用语 来源：餐饮管理发布时间：2010年08月26日点击数： 1195 【字体：小大】【收藏】 （1） Have you a reservation？ 您预订过吗？ （2） May I have your name and room number？ 您能告诉我您的名字与房间号码吗？ （3） Here is your room key. 给您房间钥匙。 （4） Please pay at the cashier's desk over there. 请去那边帐台付款。 （5） Are these your baggage？ May I take them for you？ 这些是您的行李吗？我来帮您拿，好吗？ （6） I'm afraid our hotel is fully booked on that date. 对不起，我们饭店那一天的客房全部订满了。 （7） Your room is confirmed for that day. We look forward to serving you. 您要的那一日房间已经确认了。我们期待着为您服务。 （8） I'll cancel Mr Bell's reservation from February 27th for three nights. 我将取消BELL先生从2月27日开始3个晚上的预订。 （9） May I reconfirm your departure date？ 我可以再次确认您的离店日期吗？ （10） I'm sorry， madam. We don't have any vacancy at the moment. 对不起，小姐，我们现在没有空房间。 （12） How many pieces of luggage do you have？ 请问您有几件行李？ （13） Is there anything valuable or breakable in your bag？ 您包里有贵重或易碎物品吗？ （14） You can get your money changed at the cashier's Desk.. 您可以去收款处兑换钱。 （15） Could you take a message for her， please？ 你能不能为我给她留信口信？ （16） Just a moment， please， sir. I'll put you through. 请稍等一下，先生。我马上为您接通。 （17） For outside calls， please press 9 first and when you hear the dialing tone， press the number you want. 打外线请先按9，听到声响后再按您所要的号码。 （18） How would you like to make payment， sir. 先生，请问您将如何付款？ （19） Here is your change and receipt， sir. I'll send a bellman up to get your luggage. 先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。 （20） The rate of your room will be paid by your host unit while the others should be at your expense. 您的房费将由接待单位支付，而杂费则应由您自己付。 （21） How many copies do you need？ 您要复印几份？ （22） Can you give me your fax number， sir？ 请您告诉我您的传真号码好吗？ （23） When can I pick it up？ 我什么时间能取？ 礼宾部 Concierge 行李生 Bell man / Bell boy 门童 Doorman 行李 Luggage / Baggage 行李架 Luggage rack
前台常用英语句子 1.What kind of the room would you like to book? A double or a single? 请问您需要什么类型的房间？单人房还是双人房？ 2.For which date would you like to book? 请问您要预订哪一天的？ 3.Hold the line please; let me check our room availabilities for those days. 请别挂线，我查询下那天是否有房间 4.Sorry to have kept your waiting. Yes, we have a vacancy for those days. 不好意思让您久等了，我们那天有空房 5.The room rate is RMB xx include breakfast and surcharge. 房价是ＸＸ包含早餐服务费。 6.The price is RMB xx. We can offer a special discount to you that is RMB xx. It was after x% off discount. 房价是ＸＸ，我们为您提供Ｘ％折扣，折后价是ＸＸＲＭＢ。 7.Let me repeat your reservation. You book one deluxe room for one night from 6/Jun-7/Jun for Mr. Lee. The price is RMB xx include breakfast and surcharge. 我重复一下您的预订，李先生您预订的是豪华房一晚，６月６日入住６月７日退房，房价是ＸＸ包括早餐服务费。 8.Your reservation has been confirmed. We are looking forward to serving you. Thank you! 您的预订已经确定了，我们期待为您服务，谢谢！ 9.Do you have a reservation? 请问您有预订吗？ 10.Please wait some minutes, Let me find your details from the computer. 请您稍等，我在电脑上查询下您的详细资料。 11.Yes, sir. I found your reservation. A deluxe room for one night as RMB x/per night. 是的，先生，您预订的是豪华房住一晚，房价是ＸＸＲＭＢ。 12.Would you prefer smoking or non-smoking room? 请问您需要吸烟楼层还是无烟层呢？ 13.Please fill in the registration form and sign your signature. 请在表格上填写您的资料并签名。 14.Would you like to pay by credit card or cash for the deposit? / How would you like
前厅部英语 Reception Desk 总台 1.Good morning (afternoon, evening),welcome to our hotel. 早上好（下午好、晚上好）欢迎您来我们饭店。 2.What can I do for you sir ? 我能帮您做些什么？ 3.Do you have a reservation? 您预订过房间吗？ 4.I have a reservation for a double room with bath here. 我在这预订了一个带卫生间的双人间。 5.We do have a reservation for you . 我们确实为您预订了房间。 6.Please fill in the registration form. 请填写一下住宿登记单。 7.May I have your passport? 我可以看一下您的护照吗？ 8.Your room number is 1118,on the 11th floor. 您的房间号是1118，在11楼。 9.The bellboy will send you to your room. 将由这位行李员送您到房间。 10.You can take this room card to have free breakfast on the fifth floor. 您可以拿这张房卡吃免费早餐，在五楼。 11.Is there conference room in your hotel? 这里有会议室吗？ 12.What kind of room do you have ? Can you tell me the room rate? 您这里有什么样的房间，请问房价是多少？ 13.Which floor is the conference room on ? 会议室在几楼？ 14.I’d like to sign an agreement with your hotel. 我想与您饭店签订一个协议。 15.Certainly, you can take up this matter at the Sales Department. 可以，请您到营销部办理。 16.Where is the Sales Department? 营销部在哪？ 17.Can you tell me where the washing room is ? 请问洗手间在哪？ 18.Would you tell me the free breakfast serving time? 请问免费早餐从几点到几点？
酒店前台常用英语术语解释 1、Skipper(1)意思是故意逃账者；(2)其特征是：无行李或少行李者，使用假信用卡或假支票等；(3)对于无行李或少行李者都要留意其消费情况，使用假信用卡或假支票者，要收取其消费保证金。 2、Register(1)意思是入住登记，指要入住酒店的客人需要办理手续，如填写登记表等；(2)登记的意义在于可以确保客人身份的真实性，便于查询、联络和沟通；(3)登记的内容包括客人的姓名、出生年月、国籍、证件号码、签发机关、有效期等。 3、Upgrade(1)意思是将高价格种类的房间按低价格的出售；(2)用途：A、用于房间紧张时，给有预订的客人；B、提高接待规格给重要客人。 4、Earlyarrival(1)意思是提前到达。指客人在预订时间之前到达。(2)提前到达有两种情况：A、是指在预订日期之前到达。B、在酒店规定的入住时间之前到达。(3)无论以上哪种情况，都要妥善安排好客人。 5、Connectingroom(1)意思是相连房。指相邻且相通的房间；(2)适于安排关系密切及需互相照顾的客人；(3)不宜安排敌对或不同种类的客人。 6、Roomchange(1)指为客人转换房间；(2)客人转房的两种主要原因是客人休息受到影响及房间设备出现问题；(3)转房的手续是：叫行李生拿新的房间钥匙及欢迎卡到客人的房间换旧的房匙及欢迎卡，请客人在新的欢迎卡上签名。最后通知相关部门，更改有关资料。 7、Houseuse(1)指酒店人员用房；(2)酒店提供一部分房间给管理人员休息用，以便于工作；(3)要控制好酒店人员用房的数量。
8、Guesthistory(1)意思是客史档案；(2)客人离店后，前台人员将客人的有关资料记录下来并加以保存；(3)客史档案是酒店极富价值的资料，有利于对客提供针对性、个性化的服务以及开展市场调研，以巩固和稳定客源市场。 9、Sleepout（1）是“馆外住宿”，简称“外宿”。 10、Tips(1)意思是小费，指客人为感谢服务员所提供的服务而给予的赏金。 (2)按规定不能收）取小费，应婉言谢绝。(3)如盛情难却，应将小费上交上级部门统一处理。 11、Walk-in（1）指没有预先订房而前来入住的客人，简称“无预订散客”。 12、Commercialrate商务房价：指酒店为争取更多的客人而与一些公司签订合同，给予他们优惠的房间价格。 13、Preassing预先分房：指客人抵达前预先安排所需房间。 14、register入住登记，指要入住酒店的客人需要办理的入住手续，如填写登记表等。 15、Frontofficea前厅部（英语：）：指设在酒店前厅销售酒店产品，组织接待工作，调度业务经营和为客人住店提供一系列综合性服务的部门。b)前厅部有两个任务：一是经营，二是管理。 16、Netrate(1)净房价。指房价中除去佣金、税收、付加费等剩下的纯房间收入。(2)一般用于房价表，签写有关房价的合同。 17、Upgrade(1)将高价格种类的房间按低价格的出售。(2)用途：A、用于房间紧张时，给有预订的客人。B、提高接待规格给重要客人。
Front Office English Words Banquet Hall 宴会厅 banquet hall 宴会厅wedding party 婚宴 banquet 宴会 Front Desk 前台 Check in & check out 登记入住及离店 receptionist 前台接待registration 登记 check in 登记入住 check out 退房form 表格 contract 合同 signature 签名passport 护照 nationality 国籍 visa 签证identification 身份证 file 档案 reservation 预定(n.) confirmation 确认(n.) client 客户 cancellation 取消complain 投诉(v.) change the room 调房 room type 房型room status 房间状态 arrange 安排 in advance 提前arrival 到达 departure 离开 off season 淡季peak season 旺季 occupancy 开房率 brochure 册子 conference 会议 report 报告 Cashier English 收银英语 room rate 房价 tariff 价目表 coupon 券 account 帐户 bill 账单 post 入账 discount 折扣complimentary 免费 guarantee 担保 interest 利息income tax 所得税 currency 货币 coin 硬币foreign exchange service 外币兑换处 dollar 美元 cash 现金deposit 定金 check 支票/核对 credit card 信用卡traveler’s cheque 旅行支票 invoice 发票 fill in 填写procedure 程序 Concierge 礼宾部 Parking lot 停车场 taxi 出租车shuttle bus 班车 driveway 车道 limousine 豪华轿车pillar 柱子 flag 旗帜 banner 条幅 poster 海报 canopy 风雨棚Information desk 问讯处 bellboy 行李生check the baggage 寄存行李 suitcase 手提箱 briefcase 公文包valuables 贵重品 counter 柜台 luggage tag 行李条luggage trolley 行李车 luggage room 行李房
前厅部英语培训教程 1. 迎接客人 Good morning Good afternoon Good evening I ’m glad to meet you. 很高兴见到您 2. 提供帮助 May I help you?(比较委婉) Can I help you? What can I do for you? Is there anything I can do for you? 3. 询问姓名、房间号、电话等情况时 May I have your name? How to spell? May I have your room number? May I have your telephone number? 4. 表示祝愿 Have a nice day with us. (祝您在我们酒店居住愉快) Enjoy your stay with us. Have a pleasant journey. /Have a good trip.(祝您旅途愉快) 5. 客人离店时 Thank you for coming. 谢谢您的光临。 We hope to see you again. 希望再次见到你。 Welcome to our hotel again. We are looking forward to your arrival.(我们期待着您的到来) We look forward to seeing you soon. 6. 听不清对方的话时 I ’m sorry, I don ’t understand. 对不起，我没有听懂。 I ’m sorry, would you speak slowly? 对不起，您可以讲慢一些吗？ I ’m sorry, I didn ’t hear clearly, would you repeat it? 对不起，我没有挺清楚你能在重复一遍吗? I ’m sorry, I beg your pardon? 对不起，请您再说一遍好吗？ 7. 请稍等时 Just a moment/minute , please . 请稍等。 Wait a moment /minute ,please . Hold on ,please.(别挂断) Hang on,please. Mr. Wang （姓氏） Mrs. Li 太太（已婚） Ms. Liu 女士 Miss Guo 小姐 （未婚） sir/madam ladies and gentlemen:
酒店常用英语口语：前厅部用语 （1）Have you a reservation？ 您预订过吗？ （2）May I have your name and room number？ 您能告诉我您的名字与房间号码吗？ （3）Here is your room key. 给您房间钥匙。 （4）Please pay at the cashier's desk over there. 请去那边帐台付款。 （5）Are these your baggage？May I take them for you？ 这些是您的行李吗？我来帮您拿，好吗？ （6）I'm afraid our hotel is fully booked on that date. 对不起，我们饭店那一天的客房全部订满了。 （7）Your room is confirmed for that day. We look forward to serving you. 您要的那一日房间已经确认了。我们期待着为您服务。 （8）I'll cancel Mr Bell's reservation from February 27th for three nights. 我将取消BELL先生从2月27日开始3个晚上的预订。 （9）May I reconfirm your departure date？ 我可以再次确认您的离店日期吗？ （10）I'm sorry，madam. We don't have any vacancy at the moment. 对不起，小姐，我们现在没有空房间。 （12）How many pieces of luggage do you have？ 请问您有几件行李？ （13）Is there anything valuable or breakable in your bag？ 您包里有贵重或易碎物品吗？ （14）You can get your money changed at the cashier's Desk.. 您可以去收款处兑换钱。 （15）Could you take a message for her，please？ 你能不能为我给她留信口信？ （16）Just a moment，please，sir. I'll put you through. 请稍等一下，先生。我马上为您接通。 （17）For outside calls，please press 9 first and when you hear the dialing tone，press the number you want. 打外线请先按9，听到声响后再按您所要的号码。 （18）How would you like to make payment，sir. 先生，请问您将如何付款？ （19）Here is your change and receipt，sir. I'll send a bellman up to get your luggage. 先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。 （20）The rate of your room will be paid by your host unit while the others
酒店总机常用英语及技巧 一、接听外线电话： 2)电话铃响三声接起，中英文清晰报出酒店名称： 早上好，龙轩大酒店。请问有什么可以帮到您！ Good morning, LonSun hotel. How may I assist you ! 2) 转接时，对来电方： 请稍等！Hold on, please ! 3) 电话占线时： 对不起，电话占线，请您稍后再拨。 Sorry, the line is busy , please call back later ! 4) 转入电话无人接时： 电话没人接，您是否需要留宿？ There’s no answer. Would you like to leave a message ? 5) 转入客房电话： A 请问您找哪位？Who would you like to speak to ? B 对不起，没有这个姓名的客人。 Sorry, there’s no guest with that name. C 您能告诉我他是住客还是访客？ Excuse me for asking but is he a visitor or a botel guest? 6) 内容没听清或不确定时： A 请您再说一遍好吗? Would you like to repeat the number ? B 请您大声一点好吗? Could you speak a little louder , please ?
C 请说慢一点！Could you speak slowly , please ? 7) 对方拨错号码： 恐怕您拨错了号码，这里是龙轩酒店总机 I’m afraid you dial the wrong number, here is LonSun hotel operator. 8) 外线来电详细问询时； 我将帮您把电话转到问询处； I’ll put you through to the information desk. 9) 来电方需要留言； A 请告诉我您的留言内容； Could you please give me the message , sir /madam? B 请放心，我一定将您的意思转达给X先生/小姐。 谢谢您的来电，再见！ Thank you for calling , I’ll relay the message to X Mr.Mrs, 二、酒店住客的叫醒受理； 10）能告诉我您的姓名和房号吗？ May I have your name and your room number ,please ? 11) 您需要什么时间的叫醒？ Could you tell me what time would you like to get up ? 12) 我重复一遍您的房号和叫醒时间，好吗？ May I repeat your room number and the time , sir/madam？ 13）早上好（中午、晚上好），先生/女士，这是你的叫醒电话，祝您过得愉快！