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1、Front desk services,Shining Young,接受预订 问候-日期-住几晚-人数-房间类型-查看-姓名、电话-具体时间-确认-结束语 问候：Good morning .this is the front desk .may I help U, sir? Guest: I want to make a reservation. (reserve a room) 日期：thanks U. for which date? 住几晚：for how many nights? How long do U plan to stay? 人数：how many (people) will
2、there be in your party? 房间类型：which kind of room would U prefer? (single room. double room. standard room. triple room. suite. junior suite. business suite. duplex suite. deluxe suite.),查看：could U hold the line, please?/just a moment, please. I will check our room availability for those days. Thank U
3、 for waiting .we have a (standard) room at RMB1000yuan and 1500yuan ,which would U prefer? 问电话姓名：could U give me your name? May I have your telephone number, please? 具体时间：what time do you expect to arrive, sir? 确认：I would like to confirm your reservation, sir. A standard room for Mr. lee at RMB 1500
4、yuan per night for two nights from August 22th to August 24th. 结束语：My name is shining and we are looking forward to serving you. We hope to see U.,入住check-in 问候-确认预订-出示证件-填登记表-收取押金-钥匙房卡-行李员送客上楼-祝愿 问候：同上 确认预订：Do U have a reservation with us,sir? May I have your name ? Just a moment, please.I will che
5、ck our reservation recordthank U for waiting. Your reservation is for a standard room for three nights. 出示证件、填表：please show me your passport and fill out the registration form.,收取押金：would U please pay RMB 3200yuan as deposit ?How would U like to make payment? May I print your card?/may I take a prin
6、t of your card? Please sign your name here. 卡和钥匙：this is the receipt. Key and room card to room1111. 行李员：the bellman will show you up with your baggage. 祝愿：I hope U will enjoy your stay with us. 结账 check-out 问候-姓名、房间-准备账单-结账-祝愿 问候：同上,客人：May I settle my hotel bill now? I would like to pay my hotel bi
7、ll now. 姓名房号：your name and your room number, please? 如不含早餐费：Did U have breakfast? 准备账单：Just a moment, please. Im preparing your bill(Ill draw your bill for U). Sorry to have kept U waiting. here is your bill. RMB 3150yuan in all. Please check it . 结账：you have paid a deposit of RMB 3200yuan ,havent U
8、? (客人给收据)。Thank U .here is the invoice and your change. Have a check, please. （无押金或押金不够）how would U like to make payment, sir? Let me take a print of your card. Sorry to have kept U waiting. Please sign on the print. (here) take care of your credit card and receipt.,Food & Beverage Services,The food
9、 and beverage department provides foods, dishes, drinks and other relevant services to the guests. It is the representation department in the hotel management system because the working efficiency and service standard reflect the overall management of the hotel .its service quality has great effect
10、on the hotels reputation and the selling of other products.,预订桌位reserving a table 问候-时间-人数-确认-姓名、电话-结束语 问候：同上 （客人）I would like to reserve a table. 时间：what time is it for ，sir? 人数：how many (people) are in your group? 确认：sir, a table for six at seven tonight. 姓名、电话：may I have your name, sir? Could U p
11、lease spell it ? could tell me your phone number? 结束语：thank u for calling. We are looking forward to serving U.,安排客人就座 问候-有无预订-引领入座-餐前饮料（外国客人餐前喝饮料） 问候：同上 有无预订：have u a reservation? (yes) let me check .a table for six. Follow me please. Will this table be all right? Please take your seat. Can I get U
12、 something to drink? (no) how many in your group ?How about the table near the window ?Please take a seat. Would U care for something to drink?,点菜taking the order Are U ready to order ,sir ? May I take your order now ? Here is the menu. Take your time. Would U like dinner or a la carte? May I recomm
13、end Bean Curd with Minced Meat and Chilli?(麻婆豆腐) Our specialty today is sliced beef in oyster sauce .（蚝油牛肉） What soup would U like? Would U like soup right now or after the other dishes?(外国人一般餐前喝汤) Im afraid we dont have the dish now. may I suggest something else? / Im terribly sorry ,sir. The dish
14、has been sold out. May I offer U curried sliced beef instead.(咖喱牛肉片),饮料 Would u care for something to drink? Would U like to see the drink list? Would U like tea or coffee? 处理投诉 Im sorry ,sir. I will change it right now. The dish shall be replaced immediately. I m sorry. But we are glad you pointed
15、this out to us. im terribly sorry .this is not our usual standard. 甜品服务 Would U like dessert now? Would U like to see the dessert menu?,呈递账单 Excuse me ,here is your bill. How would u like to pay, in cash or by credit card? Do U want one bill or separate bills? Here is your change. May I print your c
16、ard? Please enter the password. Would u please sign here? Thank u sir, we hope to see u again. 客人：for your tips.,supermarket,Please leave bags at the counter. I m afraid you have to deposit your bags. 客人：whats this? How much? Where is it, I cant fine it. Food area 、specialty area、wine area、softdrink area yogurt、milk、tea、spring water、juice、wine、 peanut、 Biscuit 、sausage、ham、 bread、date It is ten /twenty-two yuan 注：1319字尾是“teen”/ti:n/ 如：13 thirteen 14 fourteen. 2090字尾是“ty” /ti/如：30 thirty 40 forty.注意发音，容易混淆。 百hundred后面加and，如果百位是0千位后面加and，如：,
