2、 Good night. 晚安。
3、 Have a good time! 祝您過得愉快！
4、 Wish you a most pleasant stay in our hotel. 願您在我們酒店過得愉快！
5、 I’m sorry. 對不起，很抱歉。
6、 Excuse me. 打擾壹下，對不起。
7、 Sorry to have kept you waiting. 對不起，讓您久等了。
8、 Just a moment, please. 請稍等壹下。
9、 I apologize for this. 我為此道歉。
10、 Can I help you. 我能幫您嗎？
11、 It’s very kind of you. 您真客氣。
12、 Thank you. 謝謝您。
13、 You are welcome. 不用謝。
14、 I am at your service. 樂意為您效勞。
15、 Turn left/right. 往左/右轉。
16、 This way, please. 請這邊走。
17、 It’s on the second floor. 在二樓。
18、 Happy birthday! 生日快樂！
Happy New Year! 新年快樂！
Merry Christmas! 聖誕快樂！
19、 May I come in? 我可以進來嗎？
20、 May I know your room number and name? 我能知道您的房間號碼和姓名嗎？總 臺
基本句型
壹、預訂服務
Good morning. This is Room reservation. May I help you?
早上好，客房預訂處，我能為您做什麽？
What kind of room would you like to reserve ?
您想訂哪種類型的房間?
A single room or a double room ?
要單人間還是雙人房間？
For which dates do you want to book the rooms ?
您想訂哪幾天的房間呢？
What time will you be arriving?
您將在何時到達？
May I know your name ?
您能告訴我您的名字嗎？
How long will you be staying?
您將要住多久？
I’d like to confirm your reservation.
我要確認壹下您的預訂。
I’ll check the room availability.
我查查客房預訂情況。
You should pay a deposit of US$1000 beforehand .
您應預期付1000美元的定金。
There is a 10 per cent discount .
10%的折扣。二、接待服務
What kind of room would you be prefer?
您要什麽樣的房間？
Have you got a booking?
您預訂了嗎？
A single room or a double room?
要單人間還是雙人房間？
A double room costs 368 Yuan per night .
雙人房的房價是每晚368元。
Breakfast is also included.
早餐也包括在內。
May I see your passport?
我能看壹下您的護照嗎？
Could you fill in this form, please?
請您填壹下這張登記表好嗎？
This is your room card and room key?
這是您的房卡和房間鑰匙。
Could you sign your name, please?
請您簽壹下名，好嗎？
If you leave after 6:00 p.m , you’ll have to pay the full account.
晚上六點以後退房,按全天收費計算.
You’ll have to register individually, please.
請妳們分開登記。
How would you like to pay , sir , in cash or by credit card ?
先生，請問您是用現金付款還是用信用卡付賬？
I feel terribly sorry . this is the busiest season and all kinds of rooms are fully booked.
非常抱歉，這個季節人多，各種房間都訂滿了。
Do you know which unit is responsible for the reception?
您知道您是由哪個單位負責接待的嗎？
Could you keep your room key until you check out ?
請您在住宿期間自己保管鑰匙，直到結帳離開。三、收銀服務
Here is your bill . It’s 2000 Yuan in all.
這是您的賬單。總***2000元。
How would you like to pay , sir , in cash or by credit card ?
先生，請問您是用現金付款還是用信用卡付賬？
Please check it and sign here.
請核對壹下，在這裏簽個字。
I will write out a receipt for you .
我給您開壹張收據。
May I check the details for you , please?
我能為您核對賬單上的詳細內容嗎？
Do you have any charges for this morning?
您今天是否掛帳用酒店的服務?
We’ll have to charge you $10 extra.
我們要向您額外收10美元。
Did you make any phone calls from room, sir?
先生，您從房間打過電話嗎？
Excuse me , sir , but I don’t think that will be enough.
先生，對不起，我認為錢數不夠。
I am sorry ,sir ,there has been an error in your bill .Please wait a minute while I correct it .
對不起，先生，您的帳單算錯了。請稍候，我馬上把它改過來。
Is your baggage down yet, sir ? Could you check out after your baggage have been brought down, please?
先生，您的行李拿下來了嗎？能請您在行李拿下來後再結帳嗎？
Sorry , your credit card has been stopped paying . According to the regulations of bank, it must be cancelled.
對不起,您的信用卡已經止付。根據銀行規定要取消。四、兌換外幣
The rates of exchange are on the board there .
今天的兌換牌價在那裏的牌子上。
How much would you like to change?
您要換多少？
It’s 8.10 Yuan RMB for one US dollar?
1美元兌換8.10元人民幣。 情景對話
壹、 Check in
1.
C : Good afternoon , sir . Welcome to our hotel . May I help you ?
G: Yes. I booked a room one week ago .
C: May I have your name please , sir ?
G: John Smith.
C: Just a moment , sir . While I look through out list. Yes , We do have a reservation for you , Mr. Smith. A city view single room with bath . You’ve paid 2000 Yuan RMB as a deposit . Is that correct ?
G: That’s it .
C: Would you please fill in this registration card , sir ?
G: Sure . Here you are. I think I’ve filled in everything correctly .
C: Let me see …Name , address, nationality, forwarding address , passport number , signature and date of departure . Oh , here , sir . You forget to fill in the date of departure. May I fill it in for you ? You are leaving on…
G: October 24.
C: May I see your passport , please ? Thank you ,sir. Now everything is in order . And here is your key . Mr. Smith . Your room number is 1107. It’s on the 11th floor and your room rate is 500 RMB per night . Here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on it. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars.
G: Yes, I’ll keep it with care , thank you .
C: I hope you enjoy yours stay with us.2. C: Good afternoon, madam. Can I help you?
G: Good afternoon, I want a single room, please .
C: Have you made a reservation?
G: No, I haven’t.
C: How long do you want to stay?
G: Three days.
C: I’ll see what we have, madam. Oh, yes. I can offer you a room on the eight floor.
G: Fine.
C: May I see your passport?
G: Of course. Here you are.
C: Thank you. Madam. Could you fill in this form, please?
G: Yes. Here it is.
C: Thank you, Here is your key. It’s Room 808 on the eight floor.
G: Thank you very much. Good night.二、 Check out
1. C: Good morning. Can I help you?
G: Yes. I would like to check out. Could I have my bill. Please?
C: Certainly, sir, May I know your name and your room number, please ?
G: Dennis black, Room 1108.
C: All right. Here is your bill, Mr. Black. The total is 1800 Yuan.
G: The figure seems right.
C: How would you like to pay, Mr. Black , in cash or by credit card ?
G: In cash. Here is the money.
C: Thank you, Mr. Black . Just a moment, please , I’ll write out a receipt for you .
2．C: Good morning. Can I help you?
G: Yes, I’d like to check out now .
C: Can I have your name and room number, please ?
G: John smith, room 1208 .
C: May I have your room key, please ?
G: Sure. Here you are.
C: Just a moment, please…..Mr. Smith . Here is your bill. Would you like to check it ?
G: I’m sorry . What’s the 20 Yuan for ?
C: That’s for the drinks you ordered from your room .
G: I see .
C: How would you like to make payment , Mr. Smith ?
G: I’d like to pay in cash .
C: That’ll be 2180 Yuan .
G: Here you are .
C: Here’s your change and receipt , Mr. Smith , I’ll send a bellman up to get your luggage.
G: Thank you .
C: You are welcome , Good-bye .
三、 Reservation
1. C: Good morning . This is room reservation . May I help you ?
G: Yes , I’d like to book a room , please .
C: Fine , For which date ?
G: For Oct. 1st .
C: For how many nights ?
G: Two nights.
C: A single room or a double room ?
G: A double room .
C: Could you give me your name , please ?
G: Mr. John Cook .
C: May I have your telephone number , please ?
G: 021-81006382
C: What time do you expect to arrive , sir ?
G: At about 6.p.m .
C: Fine , Mr. Jone Cook , a double room for Oct .1st and 2nd .
G: That is right . Good-bye .
C: Good-bye and we are looking forward to seeing you .2. C: Good morning . Room reservation . Can I help you ?
G: I’d like to make a reservation .
C: When for ?
G: For Sept .9th .
C: For how long ?
G: About a week .
C: Could you hold the line , please ? I’ll check….
Thank you for waiting , sir . I’m afraid our hotel is fully booked on those days .
G: That’s all right .
C: We’re very sorry , sir . We hope you understand .
禮 賓 部
基本句型
May I take your luggage for you?
我來幫您拿行李，好嗎？
Just a moment ,please . I’ll bring a luggage cart.
請稍等壹下，我去推壹輛行李車來。
Don’t worry , sir . Your luggage will be sent up at once .
先生，別擔心，您的行李很快就會送上去的。
When you check out , please call number 32 and we’ll help you with your luggage immediately.
如果您要離店，請打電話32，我們會馬上幫您運送行李的。
How many pieces of luggage do you have?
請問您有幾件行李？
Two suitcases and one bag . Is that right?
兩只箱子和壹個包，對嗎？
I’ll show you to the Front Desk.. This way please.
讓我帶您去總臺，請走這邊。
Is there anything valuable or breakable in your bag?
您包裏有貴重或易碎物品嗎？
May I have your room key , please.
請把您房間的鑰匙給我好嗎？
Most taxi drivers do not speak English . It is helpful if you have your destination written in Chinese.
大多數出租車司機都不會英語，把您要去的目的地用中文寫下來，會給您不少幫助。
When you return to the hotel, please show this hotel card to the taxi driver.
當您要返回酒店時，請向出租車司機出示壹下酒店名片。
According to regulation, we don’t accept food , combustible , valuable and breakable objects.
根據規定，食品、易燃品、貴重物品和易碎品都不給予保管。
Is this the correct number of bags?
您的行李數目對嗎？