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酒店前厅服务英语口语情景对话

酒店前厅服务英语口语情景对话
酒店前厅服务英语口语情景对话

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:You 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:Your room number is 1018.Here is 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:You’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。

咖啡厅常用英语口语情景对话

Hao: Good morning madam. What can I get you? Hao: 早上好,您要点什么? Jenny: I’d like a coffee please. Jenny: 我要一杯咖啡。 Hao: Certainly madam, what kind of coffee would you like? Hao: 您要哪一种? Jenny: What have you got? Jenny: 你们都有什么? Hao: Well we have espresso, cappuccino, latte, skinny latte or americano. Hao: 我们有义式浓缩咖啡,花式咖啡,拿铁咖啡,脱脂拿铁咖啡或美式咖啡。 Jenny: Goodness me! What a choice! I think I’ll have a cappuccino please Jenny: 这么多种类! 请给我一杯花式咖啡吧。 Hao: Here you are. You’ll find the sugar just over there. Hao: 给您,砂糖就在那边。 Ling: Would you like something to drink? Ling: 你想喝点什么? Jenny: Yes please. Do you have any teas? Jenny: 好的,你们有茶吗? Ling: Of course we have lots of teas? Ling: 当然,我们有很多。 Jenny: What do you recommend? Jenny: 你给推荐一种吧? Ling: What about a green tea or perhaps a jasmine tea? Ling: 你看绿茶或茉莉花茶,怎么样? Jenny: What’s this one? Jenny: 这是什么? Ling: That’s Oolong tea – it’s a Cantonese tea. Ling: 这是乌龙茶-是一种广东茶。 Jenny: Ok, I’ll try that. Jenny: 好吧,我想试试。 What can I get you? 你要点什么? What have you got? 你们有什么? What do you recommend? 你给推荐一下好吗? I’ll try that. 我来试试那个。

酒店前厅服务英语口语情景对话

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:You 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.

常用英语口语对话海关入境

常用英语口语对话海关入 境 Prepared on 22 November 2020

常用英语口语对话:海关入境情景 (1)MayIseeyourpassport,please. 麻烦请给我你的护照。 (2)Yourcustomsandhealthdeclarationforma,please请出示您的海关申报表和健康申明表。 (3)Hereismypassport/Hereitis. 这是我的护照。 (4)Whereareyoustaying 将在哪儿住宿 (5)lwillstayatBostonHotel. 我将住在波士顿饭店。 (6)1wanttotakealookatyourbag. 我想看看你的背包。 (7)Nothingbutpersonalbelongings. 只有些私人物品。 (8)Yourpassportseemstobeinorder. 您的护照看来没问题。 (9)DoyouhaveareturntickettoTaiwan 是否有台湾回程机票 (10). 有的,这就是回程机票。

(11)HowlongwillyoubestayingintheUnitedStat。一 预计在美国停留多久 (12)1plantostayforabout10days. 预计停留约10天。 (13)Howmuchmoneydoyouhavewithyou 你随身拥带多少现金 (14)lhave800dollars. 大约吕的美元。 (15)Anyotherformalities 还有别的手续吗 (16). 你所有的东西都需要特殊检查,请稍候。 (17),youmustbefined200USdollars. 新鲜水果是不允许带人境的。根据规定你被罚款200关元。 (18)Youmaylockupyoursuitcase. 你可以将行礼锁上了. (19). 祝你玩得愉快。

酒店英语情景对话

酒店英语情景对话;唤醒服务 句型: 1.I'm going to Tianjln early tomorrow morning. 我明天一大早要去天津。 2.So I would like to request an early morning call. 因此我想让你们明天早上叫醒我。 3.At what time would you like us to call you tomorrow morning? 您想让我们明天早上什么时候叫醒您? 4.But I have to be at the conference room of the Garden Hotel in Tianjin by 10 o'clock.但我是10点钟必须赶到天津花园宾馆会议室。 5.That means that I'll have to be on the road by 7 o'clock at the latest. 就是说我明天早晨最迟也要7点钟上路。 6.In that case,I would like you to call me at 5∶45? 那样的话,你们明早5点45分叫醒我好吗? 7.OK.So we will wake you up at 5∶45 tomorrow morning. 好,那么我们明早5点45分叫醒您。 8.Will you do me a favour,Miss? 小姐,能帮个忙吗? 9.I wonder if your hotel has the morning call service. 不知道你们饭店是否有叫早服务。 10.Would you like a morning call? 您要叫醒服务吗? 11.I want to go to the Bund to enjoy the morning scenery there. 我想到外滩去欣赏那儿的景色。

酒店前厅个性化服务

酒店前厅个性化服务 酒店前厅不仅是对外服务的窗口、酒店信息中枢,还是酒店给宾客留下第一印象和离店前最后印象的地方。酒店前厅服务的好坏直接影响着宾客满意度和忠诚度。因此,做好酒店前厅服务创新是赢得宾客心的捷径。 一、前厅服务应对特殊天气的措施 特殊天气比如大风、大雾、冰雹、暴雪等,会对宾客的行程造成影响,同时也会影响酒店前厅服务环境。为回避经营风险,协助宾客合理安排行程,前厅可以启动如下特殊天气服务预案: 1、在酒店大厅醒目位置不间断播放机场、高速公路的开放及关闭情况,以及市 内交通管制措施等。 2、客人在退房时,要及时提醒宾客天气状况可能对宾客出行的影响。 3、根据不同天气状况做好应对措施,如防滑、租借物品等服务。 4、做好宾客因天气变化而产生的交办事宜。 二、前厅设置百宝箱(医药箱) 前厅是宾客进出酒店的门户,在进出酒店时,他们会有很多的服务需求,但很多酒店前厅因缺少相应的物品和服务设计,往往无能为力,错过了为宾客提供惊喜服务的良机。甚至很多时候,面对宾客开口的需求显得措手不及。酒店应在总结宾客需求的基础上,在前厅设置一个百宝箱,为个性化服务提供物质方面的支持。百宝箱内存放的要有常见的药品、办公用品、女士用品、服务用品等。比如药品,要常备速效救心丸、风油精、创可贴等,一旦遇到宾客心脏病突发、蚊虫叮咬、手指划破等情况,可及时提供相应帮助。不同酒店客源不同、气候条件不同,对常用药品的需求也不尽相同,前厅部可根据情况确定药品种类。

其他物品也要在总结对客服务需求的基础上,不断增加种类,方便对客服务。百宝箱要设立专门的台账,及时补充使用物品,并时时关注宾客新的需求,不断添加物品,为宾客提供更多的个性化服务。 三、离店的投诉宾客、常客和贵宾客人 酒店前厅服务是为投诉宾客创造满意、为常客和贵宾提供特别关注的最后机会。前厅不仅要认真倾听投诉宾客的意见和处理投诉,还要在处理好投诉的基础上,真诚地表示出对宾客的歉意。为投诉宾客提供水果和矿泉水就是开展弥补服务的一种方式。对于常客和贵宾,酒店前厅是道别和加深印象的时机。对于他们在路途上的需求不要漠不关心,应主动提供,让他们在回程的路上记住酒店温馨到位的服务,为下一次的抵临创造条件。 四、特殊宾客的安排 针对宾客的差别,前台服务人员在房间安排上要给予不同的关注。 1.投诉的宾客 酒店在接受宾客投诉时一般会表现出高度重视,保证立即整改,下一次宾客入住时不再出现类似的情况。但很多酒店的口头承诺“保证”只是应付宾客的手段。宾客离店了,酒店并没有研究如何整改,或者认为一些意见仅仅是此宾客的特殊需求,并没有记入客户档案。等投诉客人再次入住酒店时,酒店早把上次的保证忘到脑后,并没有采取有效措施落实上次的保证,会引发客人再次投诉,或会让客人对酒店十分失望而不再次入住。

英语口语情景对话(有用的英语场景对话)

英语口语情景对话 一、祝愿、祝贺和应答(Good wishes, congratulations and responses) 1.- Well done and congratulations to you. - Thanks very much. 2.- I hope you‘ll succeed in everything. - So do I. 3.- I wish you success. - Thank you. 4.- We send you our best wishes. - Thank you very much. 5.- Happy new year ! - Happy new year! (The same to you.) 6.- A merry Christmas to you. - Thank you. 7.- I hope you‘ll have a good time. - Thank you. 8.- Happy birthday! - Thank you. 二、邀请和应答(Invitations and responses) 1.- Would you like to come to the party? - Oh yes, thank you. 2.- I hope you can come to the dance next Saturday. - I‘m sorry, but I can‘t. 3.- Will you go dancing with us? - Of course. I‘ll be glad to. 4.- Will you come to our English Evening? - Yes, thank you. 5.- Would you please give us a talk on English Learning? - OK. When? 6.- You and your friends must come over to my house and see mooncakes. - OK. Thank you very much. 三、表示同意和不同意(Expressing agreement and disagreement) 1.- I think the shop is closed at this time of day. - No, I think it‘s open. 2.- I think foreign languages are more interesting than science. - I really can‘t agree with you. I prefer science. 3.- I think I shall read a book instead. - Good idea. That‘s much better than watching a bad TV Programme. 4.- I don‘t think that it‘s true. He‘s always telling strange stories. - I know. But this time I can‘t decide if he is right or not.

(完整word版)英语日常用语情景对话

?日常用语: 就是日常生活中的交际用语,如Thank you. Sorry.等 谚语: 即是人们生活中常用的现成的话。 谚语类似成语,但口语性强,通俗易懂,而且一般都表达一个完整的意思,形式上差不多都是一两个短句。 例如:Helaughsbestwholaughslast.谁笑到最后,谁就笑得最好。 Nopains,nogains.没有付出,就没有收获。 ?英语日常交际用语分类: 打招呼与告别用语(Greeting and Saying Good-bye) 1.-How are you ? -I’m fine, thanks. 2. -Nice to meet you. -Nice to meet you, too. 谈论颜色(Talking about colour) 1. -What colour is it? -It’s red. 2. -What’s you favourite colour, Jenny? -My favourite colour is blue. 3. -How many colours do you like? -Three. 谈论高度(Talking about height) 1. -Are you short or tall? -I’m short/tall. 2. -How tall am I, Mr Wood? -You’re 1.6 metres tall. 看病用语(Seeing a doctor) 1. -What’s the matter? -I cut my knee. It hurts. 就餐用语(Having meals) 1. -Would you like some dumpling? -No, thanks./ Yes please. 2. I’d like porridge for breakfast. 3. It’s /Thery’re delicious. 4. What would you like for supper? 5. -Are you ready to order? -Yes, please. I’d like……. 谈论天气(Talking about weather) 1 -How is the weather today?/What’s the weather like today?

酒店情景英语对话LIST

Remark n.陈述、言语Nerve n.神经 Realization n.实现Operation n.经营 Ruin υ.崩溃、毁灭Reservation n.预订Register υ.登记、注册Assign υ.分配、指定Baggage n.行李Distribute υ.分发 Deliver υ.投递、递交Occupancy n.居住、占用Currency n.货币efficiency n.效率personality n.个性 smart α.活泼的、精明的appearance n.外表 good manners 彬彬有礼adaptability n.适应性figure n.数字 settle υ.解决、安定complaint n.投诉、抱怨soothe υ.安抚 financial α.财政的、财经的satisfaction n.满意

Reservation n.保留、预定 Suite n.套房 Roman α.罗马的 Presidential α.总统的 Confirm υ.进一步确定、证实Discount n.折扣 Program n.议程、节目Reception n.接待,欢迎Expense n.花费、经费、费用charge υ.收费 reservationist n.预订处值班员deluxe n.豪华 list n.表、目录、名单 rate n.价格等级 flight n.飞行、航班conference n.会议 guarantee υ.保证 check n.支票 Doorman. 门卫人员 Tag n.标签 registration n.登记、注册receptionist n.接待员 bellman n.应接员 prefer v.喜欢 recommend v.推荐、介绍、建议tiring a.使疲劳的

最全大学英语口语情景对话

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