酒店服务英语教程文件

Unit 1

1.小包价 package rate 26.救生演习 muster drill

2.基本房价 rack rate 27. 疏散 evacuate

3.免费的 complimentary 28.强制性的 compulsory

4.豪华套房 deluxe suite 29.演习 drill

5.旅游与酒店业 hospitality industry 30.行李牌 claim tag

6.自助餐 buffet 31.菜肴 cuisine

7.住宿登记卡 registration card 32.餐厅总管 restaurant manager

8.纸币 bank note/bill 33.可以自由选择座位

9.时间安排 schedule 34.风味餐厅 specialty restaurant

10.叫早服务 morning call service 35.每日安排表 daily schedule

11.早餐券 coupon/voucher 36.汽笛 siren

12.酒店大堂 hotel lobby 37.终点站 terminal

13.无预定客人 walk-in guest 38.探测器 detector

14.保留房 blocked room 39.休息室 lounge

15.维修部 maintenance department 40.安检 security check

16.礼宾部 concierge 41.登船embarkation

17.走廊 corridor 42.紧急集合地点 muster station

18.机场大巴 airport shuttle bus 43.逃避者evader

19.货币的面额、面值 denomination 44.赌场casino

20.收据 receipt 45.停靠港 Port of call

21.发票 invoice 46.国际海上人命安全公约 SOLAS

22.姓名牌 name tag 47.折叠婴儿车 push chair

23.定金 deposit 48.手提行李 hand luggage

24.出纳员 cashier 49.度假地 resort

25.房费 room rate 50.房卡 room card

(1) 我把这些内容确定一下，好吗？您要定一个豪华套房，从23号星期五到27号星期二，包括起止日。房价是每晚699美元，含税。

Let me confirm the details of your reservation. You have reserved a deluxe suite from Friday the 23rd to Tuesday the 27th inclusive.the cost is $699 per night, including tax.is that correct?

(2) 乘电梯到三楼，出电梯一直往前走，右边就是美容院。

Take the lift to the third floor,go straight ahead out of the lift and the beauty salon is on your right.

（3）你要兑换什么,是现钞还是旅行支票? 请在兑换单上签字，写出你的姓名和地址，好吗？ What are you going to convert,bank note or traveler’s

checks?would you please sign the exchange form,giving your name and address?

（4）我们给您带来了这么多麻烦，为表达歉意，特为您提供免费的花篮。

To express our regret for all the trouble,we offer you complimentary flowers.

（5）我们酒店是中午结账。但是您下午5点才来结账。我们需要额外收取您50%的房费。Our hotel is noon check-out ,But you at 5 PM to check ,We need additional charge you 50% of the price

1. what are the statuses of the hotel rooms? please list them.

Occupied 住客房 vacant 空房 check out 走客房out of order 待修房

Blocked room 保留房 sleep out 外宿房 occupied with light luggage 携带少量行李的住客房 DND 请勿打扰房

2. what are the checking-in service procedures at the reception office?

Please list the steps.

1. Greet the guest

2. Confirm whether the guest has made a reservation

3. Confirm the guest’s room type,rate and length of stay

4. Check the payment status and comfirm the method of payment

5. Present the guest registration card and lease agreement

6. Arrange the room for the guest

7. Extend good wishes to the guest

3. What information can be found on a cruise ship card?

4. What are uses of a cruise ship card?

How to solve the complaints?

1. The guest just checked in, after the bellman sent the baggages to his room, the guest found out the baggages weren’t his. The guest called reception and complaint about it, how would you handle this issue?

2. It was 11PM, the guest from Room 1023 called reception, complained the TV in the next room was very loud while he was sleeping in the night. How would you help the guest solve this problem in a polite way?

Unit2 housekeeping service

1.面纸 tissues 16.餐车 dining car

2.衣架 hanger 17.熨烫工 presser/valet

3.烟灰缸 ashtray 18.单烫 pressing only

4.热水瓶 thermos 19.女士衬衫 blouse

5.被子 quilt 20.缝补服务 mending service

6.床垫 mattress 21.睡衣 pyjamas

7.床头柜 night stand 22.水管工 plumber

8.棉签 cotton buds 23.电工 electrician

9.变压器 transformer 24.保养维护 repair and maintenance

10.垃圾桶rubbish bin 25.淋浴喷头 shower head

11.浴缸 bathtub 26.自来水 tap water

12.开关 switch 27.失物招领 lost and found