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1、前厅部英语培训教材目录前厅部英语培训教材目录1.酒店通用英语酒店通用英语（）（） a)常用句型 b)部门英语名称 2.迎宾用语迎宾用语（）（） a)常用句型 3.客房预定客房预定（）（） a)基本词汇 b)常用句型 c)样本对话 4.前厅接待前厅接待（）（） a)基本词汇 b)常用句型 c)样本对话 5.商务中心商务中心（）（） a)基本词汇 b)常用句型 c)样本对话 6.结账退宿结账退宿（）（） a)基本词汇 b)常用句型 c)样本对话 7.附录附录（）（） I.前厅部常用词汇 a)服务台常用词汇 b)电讯服务 II.前厅部组织架构英汉互译 III.月份、星期、数字表达酒店通用英语酒店通用
2、英语1、常用句型：、常用句型： 答谢语答谢语 Thanks 1.非常感谢。Thank you very much. 2.不客气。You are welcome. 道歉语道歉语 Apologies君家酒店(king house)培训教材13.对不起。Im sorry. 4.劳驾。Excuse me. 5.抱歉让您久等了。Sorry to have kept you waiting. 6.我没明白您的意思，我马上请我们经理过来。I dont understand. Ill get the manager. 7.没关系。Thats all right. 8.我马上就办。I will do it ri
3、ght away. 9.听到这件事我很抱歉。Im sorry to hear that. 提醒用语提醒用语 Notice 10. 请小心。Please be careful. 11. 别担心。Dont worry. 12. 放心好了。Take it easy. 13. 请稍等。Just a moment, please. 提供帮助提供帮助 Offering Help 14. 请走这边。This way, please. 15. 能请您跟我走吗？Could you please follow me? 16. 洗手间在那边。The rest room is over there. 再见再见 Fro
4、m April 16th to 20th. Just my wife and myself. R: A twin, please. G:Could you hold the line, please? Ill check our room availability.(After a while)Thank you for waiting, sir. We have a twin room at US$180 per night, will that be right?君家酒店(king house)培训教材3G: Ok, Ill take it. R: Thank you, sir. May
5、I have your name and you phone number, please? G: Sure. My name is Li Fang, and my phone number is 13615500547.R: Mr. Li, phone number is 13615500547Excuse me, how do you spell your first name? G: Its L,I. R: L,I. thank you, Mr. Li. May I know your arrival time on April 16th? G: Around 9:00p.m. R: M
6、r. Li, for the unguaranteed reservation, we can only hold the room by 6:00p.m., because it is the peak season now. If you make a guaranteed reservation, we can hold the room overnight. Would you like to make a guaranteed reservation by credit card? G: Fine, Do you accept American Express? R: Yes. Ma
7、y I know the number? G: Its 134986. R: Thank you, Mr. Li. You ve made a guaranteed reservation at the ChuZhou King- house hotel, from April 16th to 20th for 5 nights. If you cant arrive as scheduled, please inform us before p.m. on April 16th. Thank you for calling and we look forward to serving you
8、.前厅接待前厅接待1、基本词汇、基本词汇 Registration 登记 form 表格 luggage 行李 cart 手推车 apologize 道歉 check-in 登记入住 record 记录 exactly 完全正确 payment 付款 2、常用句型、常用句型 1.下午好，欢迎光临*酒店。 Good afternoon. Welcome to * Hotel. 2.能为您效劳吗? May I help you? 3.请填这张登记表好吗？ Could you fill out the registration form, please? 4.谢谢您，*先生，您的房间号为*楼的*房。
9、 Thank you, Mr.*. Your room number is *, that is on the *th floor. 5.服务员会带您过去。 A bellman will show you the room. 6.希望您住的愉快。 Please enjoy your stay. 7.我派个行李员来帮您搬行李。 Ill send a porter to help you with the luggage. 8.请让我来帮您拿行李。 Let me help you with the luggage. 9.您一共有几件行李？君家酒店(king house)培训教材4How many
10、pieces of luggage do you have? 10. 请稍候，我去推一辆行李车来。 Just a minute, please. Ill bring a trolley/baggage cart. 11. 我们为您做的是在太有限了。 This is really the least we can do for you. 12. 我们可能忽略了一些细小的地方。 We might have overlooked some points. 13. 可能是除了什么差错。 There could have been some mistake. 14. 实在对不起。 I do apolog
11、ize. 3、样本对话、样本对话 C=Front Office Clerk G= Guest C: Good afternoon. Welcome to King-house hotel. May I help you? G: Yes, Id like to check-in, please. C: Certainly, sir. May I have your name, please? G: Im Polly Green. C: Do you have reservation with us, Mr. Green? G: Yes, from tonight. C: Just a momen
12、t, please. Ill check our reservation record.(After a while )Thank you for waiting, Mr. Green. Your reservation is for a twin from March 5th to 7th for three nights. Is that all right? G: Exactly. C: Could you fill out the registration form, please? G: Fine.(Fill in the form) C: How would you like to
13、 make payment? G: By American Express Card. C: May I take a print of the card, please? G: Sure, here you are. C: Thank you, Mr. Green. Your room number is 2008, thats on the 8th floor. A bellman will show you the room. Please enjoy your stay. （处理投诉）（处理投诉） C=Front Office Clerk G=Guest C: Good evening
14、, Front Office. Can I help you? G: This is Mrs. Green, Room 2046. I ve just checked in and Im not happy with my room. C: May I know what is wrong? G: The room is smelly and there is someones hair on my bed! I didnt expect such things would happen in your hotel. C: Im sorry to hear that, Mrs. Green.
15、Ill send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience. G: Thats fine. Thank you. C: Youre welcome, Mrs. Green. My names Lin Ling, and if there is anything else I 君家酒店(king house)培训教材5can do for you, please dont hesitate to call me. C: (Printed the card) could you sign here, please? G: Sure. C: Thank you, Mr. Green. Here is your card and your receipt. Have a nice trip.商
