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1、Front Office Service前厅服务前厅服务AnnCONTENTS目录一、一、Key words 关键词语关键词语二、二、Basic Sentences 基本句型基本句型三、三、Conversation 情景对话情景对话Key words关键词语关键词语 n nLobby Lobby 大堂大堂n nEmergency exit Emergency exit 紧急出口紧急出口n nSafety boxes Safety boxes 保险箱保险箱n nPresidential suite Presidential suite 总统套房总统套房n nSingle room Single
2、room 单人间单人间n nStandard room Standard room 标准间标准间n nCheck-in Check-in 登记入住登记入住n nCheck-out Check-out 退房退房n nRegistration form Registration form 登记卡登记卡n nRoom charge Room charge 房价房价n nService charge Service charge 服务费服务费n nDiscount Discount 折扣折扣n nIdentification Identification 身份证身份证n nOperator Opera
3、tor 总机总机n nElevator Elevator 电梯电梯n nDeposit Deposit 定金定金n nPassport Passport 护照护照n nTariff Tariff 房价表房价表n nBaggage/luggage Baggage/luggage 行李行李n nFace south Face south 朝南朝南n nTrolley cart Trolley cart 行李车行李车n nSpecial rate Special rate 优惠价优惠价n nArrival time Arrival time 到达时间到达时间n nDepartment time De
4、partment time 离开时间离开时间n nFlight number Flight number 航班号航班号n nMessage Message 留言留言n nEnvelope Envelope 信封信封n nReceipt Receipt 收据收据n nChequeCheque 支票支票n nBreakfast voucher Breakfast voucher 早餐券早餐券n nCredit card Credit card 信用卡信用卡n nMorning call Morning call 叫醒服务叫醒服务Basic Sentences基本句型基本句型n nDo you ha
5、ve a reservation?/ Have you a reservation?Do you have a reservation?/ Have you a reservation? 您预订过吗？您预订过吗？n nHow long will you be staying ?How long will you be staying ? 您将要住多久？您将要住多久？n nMay I know your name and room number?May I know your name and room number? 您能告诉我您的名字与房间号码吗？您能告诉我您的名字与房间号码吗？n nHer
6、e is your key card, please keep it until you check out.Here is your key card, please keep it until you check out. 这是您的钥匙卡，住店期间请包管好。这是您的钥匙卡，住店期间请包管好。n nThank you for calling. We look forward to serving you. Thank you for calling. We look forward to serving you. Goodbye.Goodbye. 谢谢您打电话来，我们期待为您服务，再见。谢谢
7、您打电话来，我们期待为您服务，再见。n nTo whom should we send the bill?To whom should we send the bill? 我们应该把帐单寄给谁？我们应该把帐单寄给谁？n nWe are fully booked for all types of rooms on that night.We are fully booked for all types of rooms on that night. 那天晚上各种类型的房间都预约额满了。那天晚上各种类型的房间都预约额满了。n nWe hope well have another opportuni
8、ty of serving you.We hope well have another opportunity of serving you. 我们希望另有机会为您效劳。我们希望另有机会为您效劳。n nCould you show me your passport, please?Could you show me your passport, please? 能出示一下您的护照吗？能出示一下您的护照吗？n nDont worry sir. Ill call our Assistant Manager to help you Dont worry sir. Ill call our Assis
9、tant Manager to help you now.now. 别着急，先生。我传呼大堂副理来帮您。别着急，先生。我传呼大堂副理来帮您。n nOur bellboy will your bags and show you the room.Our bellboy will your bags and show you the room. 我们的行李员会帮您拿行李，并领您去房间。我们的行李员会帮您拿行李，并领您去房间。n nIm afraid its against the hotels regulations.Im afraid its against the hotels regulat
10、ions. 很抱歉，这违反酒店的规章制度。很抱歉，这违反酒店的规章制度。n nWell have to charge you 50 percent of the room Well have to charge you 50 percent of the room rate extra, if you cant check out before 12:00a.mrate extra, if you cant check out before 12:00a.m 中午中午1212：0000前未离店的客人需加收前未离店的客人需加收50%50%的房费。的房费。n nIs there anything
11、valuable or breakable in your bag?Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？您包里有贵重或易碎物品吗？n nYou can get your money changed at the Cashiers You can get your money changed at the Cashiers Desk.Desk. 您可以去收银处兑换钱。您可以去收银处兑换钱。n nIm sorry, sir. There has been a mistake. Please wait a
12、 Im sorry, sir. There has been a mistake. Please wait a moment while I correct the bill.moment while I correct the bill. 对不起，先生，这里有些错，请您稍候，让我更正一下。对不起，先生，这里有些错，请您稍候，让我更正一下。n nIt takes about 30 minutes by taxi to the It takes about 30 minutes by taxi to the XiaoshanXiaoshan Airport. Airport. The charg
13、e is 100 Yuan.The charge is 100 Yuan. 到萧山机场大约需要到萧山机场大约需要3030分钟，费用是分钟，费用是100100元。元。n nPlease give the slip to the taxi driver and hell take you Please give the slip to the taxi driver and hell take you there.there. 请把这张字条交给出租车司机，他会送您到那里的。请把这张字条交给出租车司机，他会送您到那里的。n nHere is a brochure explaining hotel s
14、ervices.Here is a brochure explaining hotel services. 这儿用说明酒店的服务手册。这儿用说明酒店的服务手册。n nThere are safety deposit boxes at the Front Desk.There are safety deposit boxes at the Front Desk. 总台有存放贵物品的保险箱。总台有存放贵物品的保险箱。n nAs a hotel policy, we require one days room charge as deposit As a hotel policy, we requi
15、re one days room charge as deposit for guests without reservation.for guests without reservation. 根据酒店规定，对于没有预订的客人，我们要收一天的费根据酒店规定，对于没有预订的客人，我们要收一天的费用作为押金。用作为押金。n nDo you need a map or hotel card?Do you need a map or hotel card? 请问您要地图或是酒店名片吗？请问您要地图或是酒店名片吗？n nSir,youSir,you may keep the room until si
16、x Oclock in the afternoon, may keep the room until six Oclock in the afternoon, but Im afraid I have to charge you a half days room charge but Im afraid I have to charge you a half days room charge according to the hotel policy.according to the hotel policy. 先生，您可将房间保留至下午先生，您可将房间保留至下午6 6时，但根据宾馆规定，恐时
17、，但根据宾馆规定，恐怕我们要收半天房租。怕我们要收半天房租。n nSorry,weSorry,we have no domestic collect call service. You have to have no domestic collect call service. You have to pay for the call yourself.pay for the call yourself. 对不起，国内电话是没有对方付费的，您得自己付款。对不起，国内电话是没有对方付费的，您得自己付款。n nFor outside calls, please press 9 first and
18、when you hear the For outside calls, please press 9 first and when you hear the dialing tone, press the number you want.dialing tone, press the number you want. 打外线请先按打外线请先按9 9，听到声响后再按您的要的号码。，听到声响后再按您的要的号码。n nYoud better request a morning call.Youd better request a morning call. 您最好要求叫醒服务。您最好要求叫醒服务。
19、n nWould you like me to call a taxi for you?Would you like me to call a taxi for you? 请问需要帮您叫车吗？请问需要帮您叫车吗？n nWell send your original copy to your room after we Well send your original copy to your room after we have faxed that.have faxed that. 我们发出传真后，会把您的原文送到您房间去的。我们发出传真后，会把您的原文送到您房间去的。n nIs there
20、anything valuable or breakable in your bag?Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？您包里有贵重或易碎物品吗？n nPlease pay at the Cashiers Desk over there.Please pay at the Cashiers Desk over there. 请去那边帐台付款。请去那边帐台付款。Conversation情景对话情景对话A.Room reservationReservationist：Castle Hotel, Res
21、ervation Desk. Can I help you?Guest: I an calling from Paris. Id like to reserve a room in your hotel.n nR: What kind or room would you like, sir . We have R: What kind or room would you like, sir . We have single rooms, double rooms, suites etc,single rooms, double rooms, suites etc,n nG:A suite, p
22、lease!G:A suite, please!n nR: Which date would that be ?R: Which date would that be ?n nG: From October 15th,and for three nightsG: From October 15th,and for three nightsn nR: Ok, sir. Could you hold the line, please? Ill check R: Ok, sir. Could you hold the line, please? Ill check our room availabi
23、lity for those days.Thank you for our room availability for those days.Thank you for waiting, sir .your room is confirmed. Would you like waiting, sir .your room is confirmed. Would you like breakfast?breakfast?n nG: Yes, of course.G: Yes, of course.n nR: Can you give me your name please, sir.R: Can
24、 you give me your name please, sir.n nG: George BrownG: George Brownn nR: Mr. Brown. May I have your phone number R: Mr. Brown. May I have your phone number please?please?n nG: Yes ,the number is 0031-321-2345G: Yes ,the number is 0031-321-2345n nR: What time do you expert to arrive. Mr. Brown?R: Wh
25、at time do you expert to arrive. Mr. Brown?n nG: Oh, around 6 p.m. I SupposeG: Oh, around 6 p.m. I Supposen nR :Mr., Brown. Id like to confirm your reservation. R :Mr., Brown. Id like to confirm your reservation. A suite room for three nights from October 15th to A suite room for three nights from O
26、ctober 15th to 17th,the phone number 00331-321-2345.Am I right?17th,the phone number 00331-321-2345.Am I right?n nG: Yes ,thank you G: Yes ,thank you n nR: You are welcome. We look forward to serving you.R: You are welcome. We look forward to serving you.n nA,A,预订客房预订客房n n预订员：您好！开元名都大酒店，预订处，我能为您服务吗？
27、预订员：您好！开元名都大酒店，预订处，我能为您服务吗？n n客人：我从巴黎打电话过来，想在你们酒店订一个房间。客人：我从巴黎打电话过来，想在你们酒店订一个房间。n n员：员： 先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间等等。等等。n n客：一个套间。客：一个套间。n n员：请问您哪天要这个房间？员：请问您哪天要这个房间？n n客：从客：从1010月月1515日开始，一共日开始，一共3 3天。天。n n员：好的，先生。请稍等，为您查一下那几天的预订情况，谢谢，让您久等员：好的，先生。请稍等，为您查一下那几天的预订情
28、况，谢谢，让您久等了。您的房间已经定好了，您需要早餐吗？了。您的房间已经定好了，您需要早餐吗？n n客：当然。客：当然。n n员：请告诉我您的姓名，好吗？员：请告诉我您的姓名，好吗？n n客：乔治客：乔治 布朗。布朗。n n员：布朗先生，请留下您的电话号码，好吗？员：布朗先生，请留下您的电话号码，好吗？n n客：好的，是客：好的，是00331-321-234500331-321-2345n n员：布朗先生，我确认一下您的预订。您定了一个套间，从员：布朗先生，我确认一下您的预订。您定了一个套间，从1010月月1515日至日至1717日，日，共三晚，您的电话号码是共三晚，您的电话号码是00331-
29、321-234500331-321-2345。对吗？。对吗？n n客：是的，谢谢。客：是的，谢谢。n n员：别客气。我们期待为您服务。员：别客气。我们期待为您服务。B. Registrationn nClerk: Good afternoon. Welcome to the New Century Grand Clerk: Good afternoon. Welcome to the New Century Grand Hotel .May I help you ,sir?Hotel .May I help you ,sir?n nGuest: Yes, Id like to check-in
30、, please.Guest: Yes, Id like to check-in, please.n nC: Certainly ,sir. May I have your name ,please?C: Certainly ,sir. May I have your name ,please?n nG: Yes , its George Brown.G: Yes , its George Brown.n nC: Do you have a reservation with us, Mr. Brown?C: Do you have a reservation with us, Mr. Brow
31、n?n nG: Yes.G: Yes.n nC: Just a moment , please. Ill check our reservation C: Just a moment , please. Ill check our reservation recordthank you for waiting, Mr. .Brown. Your reservation recordthank you for waiting, Mr. .Brown. Your reservation is for a suite for three nights . Could you fill out the
32、 is for a suite for three nights . Could you fill out the registrations card , please?registrations card , please?n nG: Ok, Thank you.G: Ok, Thank you.n nC: How would you like to make payment, Mr. .Brown?n nG: By credit card.n nC: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your
33、room is 3706 on the 37 floor . Just a moment please. A bellboy will show you to your room . I hope you will enjoy your stay.B，登记入住，登记入住n n职员：下午好，欢迎光临开元名都大酒店。我能为您服务吗？先生？职员：下午好，欢迎光临开元名都大酒店。我能为您服务吗？先生？n n客人：是的，我想办理入住登记手续。客人：是的，我想办理入住登记手续。n n员：当然可以，先生，请问您的姓名？员：当然可以，先生，请问您的姓名？n n客：乔治客：乔治 布朗。布朗。n n员：请问您预订
34、了吗？布朗先生？员：请问您预订了吗？布朗先生？n n客：是的。客：是的。n n员：请稍等，我查一下预订单员：请稍等，我查一下预订单谢谢您的等待，布朗先生。您预订谢谢您的等待，布朗先生。您预订的是一个套间，共的是一个套间，共3 3个晚上，请填一下登记单，好吗？个晚上，请填一下登记单，好吗？n n客：好的，谢谢。客：好的，谢谢。n n员：请问您将以何种方式付款。员：请问您将以何种方式付款。n n客：用信用卡。客：用信用卡。n n员：让我复印一下您的信用卡，好吗？谢谢您，布朗先生，您的房间员：让我复印一下您的信用卡，好吗？谢谢您，布朗先生，您的房间在在3737层，房号是层，房号是37063706。请
35、稍等一下，行李员会带您去您的房间的。希。请稍等一下，行李员会带您去您的房间的。希望您住得愉快。望您住得愉快。C. Depositing bagsn nGuest: Id like to leave these with you.Guest: Id like to leave these with you.n nBellman: Certainly, sir. How many pieces?Bellman: Certainly, sir. How many pieces?n nG: Five in all.G: Five in all.n nB :Is there anything valua
36、ble or breakable in your bags?B :Is there anything valuable or breakable in your bags?n nG: No,G: No,n nB: Thank you.B: Thank you.n nG: When dose the cloakroom close?G: When dose the cloakroom close?n nB: The cloakroom is open until 9p.m. Here are the name tags.B: The cloakroom is open until 9p.m. H
37、ere are the name tags.n nG: Thank you , goodbye.G: Thank you , goodbye.n nB: Goodbye,B: Goodbye,C 寄存行李寄存行李n n客人：我想把这些东西存放在您这儿。客人：我想把这些东西存放在您这儿。n n行李员：当然可以先生，请问有几件？行李员：当然可以先生，请问有几件？n n客：一共有五件。客：一共有五件。n n员：在您的行李中有没有贵重或易碎物品呢？员：在您的行李中有没有贵重或易碎物品呢？n n客：没有。客：没有。n n员：谢谢。员：谢谢。n n客：你们这儿什么时间关门？客：你们这儿什么时间关门？n n
38、员：我们这个行李寄存处营业到晚上员：我们这个行李寄存处营业到晚上9 9点。给您行李牌。点。给您行李牌。n n客：谢谢，再见，客：谢谢，再见，n n员：再见。员：再见。D. Business Centern nClerk : Good morning . Business Center , May I help you?Clerk : Good morning . Business Center , May I help you?n nGuest : Good morning . This is Henry Bellow calling from Guest : Good morning . T
39、his is Henry Bellow calling from Room 3904.Would you mind giving me some information on Room 3904.Would you mind giving me some information on your services?your services?n nC: Certainly , Mr. ,Bellow. We have a lot of facilities to offer C: Certainly , Mr. ,Bellow. We have a lot of facilities to of
40、fer secretary service for our business guest,secretary service for our business guest,n nG: I have some documents to be typed at the moment and I G: I have some documents to be typed at the moment and I hope they will be ready before 3:00p.m.today.hope they will be ready before 3:00p.m.today.n nC: H
41、ow many pages are they in all?C: How many pages are they in all?n nG: It will be about 20 pages.G: It will be about 20 pages.n nC: Well, its rather a tough job , but well try our best ,Mr. C: Well, its rather a tough job , but well try our best ,Mr. Bellow.Bellow.n nG: Good ,Id really appreciate it
42、if it could be arranged,G: Good ,Id really appreciate it if it could be arranged,D 商务中心商务中心n n职员：早上好，商务中心。我能为您服务吗？职员：早上好，商务中心。我能为您服务吗？n n客人：早上好，我是客人：早上好，我是39043904房的哈瑞房的哈瑞 比朗，我能比朗，我能问一下服务情况吗？问一下服务情况吗？员：当然可以，比朗先生。我们有很多设施为商员：当然可以，比朗先生。我们有很多设施为商务客人提供秘书服务。务客人提供秘书服务。n n客：我现在有些文件想打印，希望在今天客：我现在有些文件想打印，希望在今天3 3点之前点之前能完成。能完成。n n员：共有几页？员：共有几页？n n客：大约客：大约2020页。页。n n员：有些困难，但我们会尽力的，比朗先生。员：有些困难，但我们会尽力的，比朗先生。n n客：好的，我希望完成。客：好的，我希望完成。Thank you !
