饭店服务实用英语

《饭店服务实用英语》

PartⅠ Front Office Service 前厅服务

?
Unit 1 Room Reservation房间预订
Key Words（重点词汇）
Receptionist 接待员
Reserve 预订
Apartment 公寓房间
room rate 房间价格
convenient 方便的
book 预订
guarantee 担保，保证
requirement 要求
operator 话务员
Take message 替……留言
Leave message 留言
Outside line 外线
Dial tone 拨号音
Country code 国家代码
Areas code 电话区号
IDD (International Direct Dial) 长途直拨电拨电话

DDD (Domestic Direct Dial ) 国际长途直拨电话
information office 问讯处
reception office 接待室
hotel register 旅客登记簿
registration form 登记表
manager 经理
attendant 服务员
office clerk 值班服务员
waiter （餐厅）服务员
waitress （餐厅）女服务员
under your name 以您的名义，在您的名下

Useful Expressions（实用表达）
Offering Help
1) What can I help you, please?
2) May I help you, please?
3) Is there something I can do for you, sir Madam?
Reservation requirements
1) Are there any rooms available?
2) I want would like to reserve a single room with bath and a fine view.
3) I want would like to reverse a room for one night.
4) I want would like to reserve a room from 5th April to 9th April.

Giving Information about Rooms and Room Rates
1) We have many types of rooms, such as…
2) What kind of room do you want to reserve?
3) What rate do you prefer?
4) We can give offer you 30% off 30% discount at weekends.
5) We will give offer you 20% off 20% discount for the group
reservation.
Accepting a Reservation
1) For how long will you stay in our hotel?How long will you be staying
in our hotel?
2) We still have rooms available which meet your requirements.
3) In whose name will you reserve?
4) I will confirm your reservation information.
5) We look forward to your arrival coming seeing you soon.
6) We are expecting your arrival.
Refusing a reservation
1) I am sorry. No rooms are available.
2) Sorry, Miss Clinton. All the standard rooms have been fully booked on
the day you planned to come.
3) I am sorry. All the standard rooms have been fully booked. What about
suite rooms?
Revising a Reservation

1) Sorry, due to…, I have to cancel the reservation made in your hotel.
2) I want would like to revise change my reservation information.
3) How would you like to revise change it?
4) I want would like to change the reservation date?

Room types（房型）
单人间：Single Room
双人间：Double Room
大床间：King Size & Queen Size Room
标准间：Standard Room
标准间单人住：TSU(Twin for Sole Use)
三人间：Triple Room
四人间：Quad Room
套间：Suite
公寓：Apartment
别墅：Villa
按级别分：
经济间Economic Room
普通间Standard Room
高级间Superior Room
豪华间Deluxe Room
商务标间Business Room

行政标间Executive Room
行政楼层Executive Floor
不限房型Run of the House
无烟标准间Non Smoking
残疾人客房Handicapped Room
带厨房客房Room with Kitchen
相邻房Adjoining Room
按朝向分:
朝街房Front View Room
背街房Rear View Room
城景房City View Room
园景房Garden View Room
海景房Sea View Room
湖景房Lake View Room

Unit 2 Check-in Service 登记入住

Key Words（重点词汇）
?
register ['red?ist?] v. 登记
护照
?
passport ['pɑ:sp?:t] n.
?
pay [pei] v. 支付
支票
?
check [t?ek] n.

?
receipt [ri'si:t] n.
?
sign [sain] v.
收据
签
行李员
行李
小册子
?
bellboy ['belb?i] n.
?
luggage ['l?gid?] n.
?
brochure ['br?u??] n.
?
deposit [di'p?zit] n. 定金
出发
?
departure [di'pɑ:t??] n.
Useful Expressions（实用表达）
?
Greeting guests and getting information about reservation
?
1) Good afternoon, sir. What can I do for you?
?
2) Do you have a reservation with our hotel?
?
3) In whose name was the reservation made?
?
4) Wait a moment, please. I’ll check our reservation record for you.
?
5) Your reservation was made by phone and it is guaranteed by credit
card.
?
Registering guests
1) May I have your passport to fill out the registration form for you?
?
2) Please sign your name here, sir madam.
?
Advance information on payment
?
1) You need to pay a $$1000 deposit, sir madam.
?
2) A $$1000 deposit is required to be paid in advance, sir madam.
?
3) How would you like to pay (your deposit), sir madam? In cash, by

credit card, or by check?
?
4) Your check is unlimited, please sign your name here, write down the
name of your company and the phone number of the finance department
in your company.
?
5) Please keep your receipt for the check-out, sir madam.
Useful Expressions（实用表达）
?
Giving guests key cards to rooms
?
1) Your key card and breakfast vouchers are all in this envelope, your
room is 0302.
?
2) The breakfast time is from 6:30a.m to 10:00a.m.
?
3) Our bellboy will help you with your luggage and show you to your
room.
?
Wishes
?
1) Hope you’ll enjoy your stay with us.
?
2) Wish you a wonderful time here.

Unit 3 Other Services Regarding Reception Desk其它有关前台服
务

?
Main Points（知识要点）
?
※
?

Procedures of extending the stay for a guest
延住服务程序

?
※
?

Procedures of changing the room for a guest
换房服务程序
Procedures of receiving visitors
?
※
?
接待访客服务程序
Key Words（重点词汇）
?
extend [iks'tend] v. 延伸
延长
?
extension [iks'ten??n] n.
?
transfer [tr?ns'f?:] v. 转移
签名
服务员
?
signature ['signit??] n.
?
attendant [?'tend?nt] n.
Useful expressions（实用表达）
?
Extending the stay
?
1) There is some change in my plan.
?
2) I am wondering if I can extend the stay?
?
3) I need to stay here for three more days.
?
4) Please wait a minute, Mr. Green, I need to check the reservation
records first.
?
5) Here are the extension form and deposit receipt.
?
6) You need to pay more as a deposit for extending your stay.
?
Changing the room
1)There is something wrong with my bed, can I change to another
room?

2)Would you mind waiting for a minute, I’ll send someone there right
away for a check for you.
3)Would you mind transferring to a standard room on the 5th floor?
4)The room is similar to the one you are staying in.
5)I’m sorry for the inconvenience caused for you.
?
Receiving visitors
?
1) They are expecting me in their rooms.
?
2) Would you please complete this visiting card?

?
3) Please show the visiting card to the floor attendant
?
4) Have fun with your friends.

Unit 4 Concierge Service礼宾服务

? Main Points（知识要点）
?
※
?

The way to welcome and bid farewell to guests
迎客和送客方式
Service of delivering luggage for guests
?
※
?
为客人运送行李服务
Showing guests to rooms
?
※
?
引领服务
Introducing facilities and services available in the hotel
?
※
?
介绍酒店设施和服务

Key Words（重点词汇）
?
doorman ['d?:m?n] n.
?
suitcase ['sju:tkeis] n.
?
elevator ['eliveit?] n.
?
corridor ['k?rid?:] n.
?
carpet ['kɑ:pit] n.
?
rack [r?k] n.
门童
手提箱
电梯
走廊
地毯
行李架
开关
天花板
?
switch [swit?] n.
?
ceiling ['si:li?] n.
?
lamp [l?mp] n. 台灯
衣柜
?
wardrobe ['w?:dr?ub] n.
?
hanger ['h???] n. 挂
洗衣店，要洗的衣服
使用说明
?
laundry ['l?:ndri] n.
?
instruction [in'str?k??n] n.
Useful Expressions（实用表达）
?
Greeting guests
?
1) Welcome to Friendship Hotel.
?
2) Do you have any luggage?
?
3) I’ll take care of your suitcases,
?
4) This way, please. The reception desk is right ahead over there.
?
Helping guests with their luggage and showing the way


1) Shall I help you with your luggage?

2) How many pieces of luggage have you got do you have？
3) This way, please. We need to take the elevator to go to the 3rd
floor.
?
Introducing the room facilities and the hotel service
1) Please allow me to show you the room, sir.
2) Here is the light switch, and this is the remote control for TV
air- conditioning.
3) This is the brochure about our hotel services
4) Do you want me to demonstrate the way of using it, sir?
?
Bidding farewell
1) Shall I arrange a taxi for you, sir?
2) Here is your taxi, please get in.
3) Have a nice trip.


Unit 5总机服务 opetator
?
Main Points（知识要点）
?
※
?

Procedures of wake-up calls
叫早服务程序
Three ways of wake-up calls
?
※
?
三种叫早服务方式
Answer inquiries about long distance calls
?
※

?
解答关于长途电话咨询服务
The way to take massages for guests
?
※
?
留言服务
Key Words（重点词汇）
?
operator ['?p?reit?] n.
?
wake [weik] v.
操作员，话务员
叫醒，醒来
有用的
新加坡
?
useful ['ju:sful] a.
?
Singapore [,si?g?'p?:] n.
?
assist [?'sist] v. 协助
反应，响应
?
response [ris'p?ns] n.
?
ensure [in'?u?] v. 保证，担保
Useful expressions（实用表达）
?
Wake-up calls
?
1) At what time?
?
2) Please dial your new wake-up time. The computer will cancel the old
time.
?
3) I’ll wake you up at 6:30 a.m. tomorrow morning by knocking on your
door.
?
Phone call
?
1) To which country, please?
?
2) Would you like a pay call or a person-to-person call?
?
3) I’ll put you through. Please hold on.

?
4) May I have the area code and the phone number?
?
5) I’m afraid you got a wrong number.
?
6) Shall I connect you with the international operator?
?
Taking a message
?
1) I’m afraid there is no response. Can I take a message, please? Or you
can call later.
?
2) I’ll pass your message to Mr. Green.
3) Would you mind leaving your telephone number?


Unit 6 Information Desk咨询台

?
Main Points（知识要点）
?
※
?

The way to give directions
指路服务
Provide shopping information
?
※
?
提供购物信息
Answer inquiries about transportation
?
※
?
回答交通咨询
Key Words（重点词汇）
?
appreciate [?'pri:?ieit] v.
?
hesitate ['heziteit] v.
感激
犹豫，迟疑

?
post [p??st] n.
?
vase [vɑ:z] n.
柱子
花瓶
珠宝
?
jewelry ['d?u:?lri] n.
?
feature ['fi:t??] n. 特色
运输，运输工具
?
transportation [,tr?nsp?:'tei??n] n.
?
consultation [,k?ns?l'tei??n] n.
?
maximum ['m?ksim?m] a.
咨询
最高的，最大极限的
Useful Expressions（实用表达）
?
Giving directions
1) How will you come here, madam?
2) I’ll tell show you the way to our hotel.
3) I’ll tell show you how to come here get there.
4) Drive straight along the road, turn left at the second traffic lights,
you’ll see our hotel on the right.
5) Go straight and then take the left turn at the next corner, you’ll see it
just in front of you.
?
Shopping information
?
1) There are a great variety of goods there.
?
2) There are so many you can choose from.
?
Transportation information
1) There are two buses going to the Great Wall every day.
2) How long does it take to get to the Great Wall？

3) It usually takes you two hours.
4) Do you need us to book you tickets?

Unit 7 Check out 结帐服务

?
Main Points（知识要点）
?
※
?

Procedures of helping guests with their foreign currency exchange
外币兑换服务程序
Procedures of providing check-out service
?
※
?
退房服务程序
Ways of bidding farewell
?
※
?
送别方式
Key Words（重点词汇）
?
memo ['mem?u] n.
?
save [seiv] v.
备忘录
保存
偿还
处理
?
refund [ri:'f?nd] v.
?
handling ['h?ndli?] n.
?
luggage handling. 行李寄存
Useful Expressions（实用表达）
?
Foreign Currency Exchange
?
1) Can I exchange foreign currency for RMB here?
?
2) What kind of currency have you got?
?
3) What’s the exchange rate today?

?
4) One hundred US dollars are equal to 750 yuan RMB at today's
exchange rate.
?
5) How much would you like to exchange?
?
6) How would you like your money?
?
7) Please check them and keep the memo.

8) What for?
?
Check-out
?
1) I'm leaving today, would like to check out now.
2) Your name, room number and your key card, please?
3) Did you consume any thing in your room?
?
4) We'll refund you $$335, and here is the receipt.
5) Would you like me to contact the Concierge to help you with your
luggage?
?
6) Look forward to seeing you again.
?
7) Have a nice trip.
?
8) Fly safe.

1.假设你是上海金茂酒店的预订员简?接到了一位客户从大连打来的电话,他将一个人驾车来
上海休 闲旅游(leisure travel),要预订一间豪华单人间,并先用信用卡保证预订(credit card
guaranteed reservation)?请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表
演?

J: Room Reservation. Can I help you?
S:Yes, I am calling from Dalian City. I will make a leisure travel to Shanghai next
week. So I want to book a room at your hotel.
J: That’s wonderful. What dates do you need the room ? For which date For when, please?
S: From September 9th.
J: how long will you be staying? For how many nights?
S: For two nights.
J: How many guests will there be in your party?
S:Just my wife and myself.
J: What type kind of room would you prefer? A single or a double?
S: A single, please.
J: Could you hold the line, please. I’ll check the list…Thank you for waiting, sir. We have a
single room at RMB 150 and another at RMB 180. Which one would you prefer?
S: I’d like to take the RMB 180.
J: May I have a credit card to guarantee this bookingDo you wish to guarantee the room?
S:Yes, I need to.
J: Will that be your credit card or will you pay in advance?
S: My credit card, please.
J: May I know the type of card and the number?
S:Yes, it’s Visa. The card number is 4635 1110 3334 5566, expiration date is Dec. 10th, 2010.
And my name is Stephen Nobel.
J: Thanks. Mr. Nobel. Let me just confirm your single room from
September 9th to September, in name of Mr. Stephen Nobel. The rate for the room is RMB 180
per night. This is a guaranteed to your Visa Card. Your credit number is 4635 1110 3334 5566. Am
I correct?
S:Yes, that’s correct. Thank you for your help. Goodbye.
J: Goodbye. We are always at your service.

2.假如你是一家电器公司的经理,你 们公司打算在12月22日在北京举办庆祝公司成立十周年
的会议,会后打算下榻上海金茂酒店,先致电 金茂酒店预订部,要求订50间标准双人房,10间豪
华双人房,2间套房,时间从12月22日至25 日,共4天?请你和你的同学模拟对话中的角色,
准备对话,然后在班上进行口头表演?
J:Good morning. Reservations, Jane speaking. May I help you?
S: Good morning. This is Stephen Nobel from Dalian Electrical Company. Our
company is going to give an anniversary in Beijing on December 22nd. Please reserve 50 standard
double room, 10 deluxe double room, 2 suites.
J: For when , please?

S: Four nights. From December 22nd through December 25th.
J: Please hold the line one moment. I see your company has an arrangement with this hotel for
all types of room. We will give you a discount at 30%.
S: OK. That’ll be fine.
J: What time will you be arriving?
S: We will arrive at 2,00 p.m. on December 22nd.
J: OK. We will make a perfect arrangement for your company.
S: Thank you very much. See you.
J: Goodbye.


6. 行李员杰克正在帮一位女顾客搬运行李 ,陪着她把行李拿到房间,并向她介绍客房内的设
施?请你和你的同学准备该对话,并在班上表演?
J: Excuse me, madam. I’m the bellman. Do you need any help?
M: Yes. Can you show me where to deposit my valuable?
J: Sure. This way, please. The cashier desk is just over there.
(The cashier is helping the guest with the deposit of valuable.)
M: Please keep the receipt. Now shall I escort you to your room with your baggage?
J: Your room is on the fifth floor, isn’t it?
M: Yes. that’s right.
J: This way to the elevator, please. Let me take your suitcase.
M: Good. It is facing a beautiful garden.
J: Can I put the suitcase here, madam?
M: Thank you. May I ask where the dining hall is?
J: We have two dinning halls on the third floor and the ninth floor respectively. The
former serves Chinese food, and the latter western-styled cooking.
M: Good. Pretty convenient. Thank you for the information.
J: You are welcome, sir. I hope you’ll enjoy your stay here.