前厅英语培训2 reception
饭店服务英语unit1-2 Reception
Leading-in
The Front Desk is the window and nerve center of a hotel where guests will be registered and assigned rooms, luggage handled, information provided and checkouts processed.
Step 2
Ask the guest whether he or she has a reservation with the hotel. a. Have you made a reservation, sir? b. Under whose name was it made? c. How did you make the reservation, by fax or telephone? d. Did you reconfirm the booking? e. Sorry, there isn’t any room available; would you like us to try another hotel for you, sir?
Words for This unit
tour leader [n.领队] Clerk [n.书记员；办事员] Schedule [n.时间表,时刻表] check-out time [n.结帐时间] morning call [n.叫醒电话] Notify [vt.通知,告知;报告] Deposit [n.定金] Extra [adj.额外的；外加的] hotel voucher/coupon [n.优惠券,礼券] Inconvenience [n.不方便] Cashier [n.出纳员] incidental charge [n.杂费] Extend [v.延长,扩大]
前厅英语培训(2)
.一Bellboy 礼宾部1.Welcome to Leisure Hotel (again).欢迎光临丽逸酒店，欢迎下次光临。
2.Have a nice holiday Sir.(gentlemen)节日快乐，先生（女士）。
3.Good morning (afternoon, evening).Sir先生，早上好（下午好，晚上好）。
4. After you sir. This way please. Sir.你先走，先生。
请这边走，先生。
5. I’ll show you to the reception desk, this way please.请这边走，我带你到接待处，先生。
6.I’ll show you to your room, this wayplease.我带你到你房间，请这边走。
7.Is this all your luggage? Is this all youhave?这都是你的行李吗？这都是你的东西吗？8.May I help you with your luggage sir?先生，我可以帮你拿行李吗？9.Just a moment please, the elevator will behere soon.请稍等一下，电梯很快就到这里。
10.Just a moment, I’ll bring a luggage cart.请稍等，我拿个行李车来。
11.Please take this elevator for the WesternCoffee Hall.请乘电梯上西餐厅。
12.Please take this elevator for your room.请乘坐电梯上房间。
13.This elevator goes up to the guest rooms.这电梯通去客房。
14.Which floor please sir? Here comes the listcome in please.请问你上哪层楼，先生？电梯来了，请进。
前厅客房部外语培训
学好外语让服务更上一层楼We believe that English will bring you to a totally new world 我们相信英语将带您到一个全新的世界课程安排❖第1节酒店专业术语❖第2节酒店基本礼貌用语❖第3节办理入住手续❖第4天办理退房手续❖第5天叫醒服务❖第6天日常知识第1节酒店专业术语Hotel organization 饭店组织❖Rooms Division F&B DEPT Front office❖房务部餐饮部前厅部❖Reception Kitchen Finance❖前台厨房财务部❖Reservation Lobby Bar Accouting❖预订部大堂吧会计❖Operator Room service Sales&Marketing❖总机客房服务市场营销部❖Purchasing Duty manager GM (general manager) ❖采购部值班经理总经理❖Security Housekeeping Engineering❖保安客房部工程部第1节酒店专业术语❖Hotel staff 饭店人员❖Rooms Division房务部❖Front office 前厅部❖Manager 经理❖Director of Rooms 房务总监Secretary 秘书❖Reception 前台❖Assistant manager 副理Supervisor 主管❖Receptionist 前台接待员Cashier 收银员❖Operator 总机，接线生❖Operator 总机接待员Shift leader 领班Operator(day/night shift) 总机（日/夜班）❖Reservations 订房第1节酒店专业术语❖Register 入住登记❖Check in:入住登记手续❖Check out:指客人办理结账离店手续❖Confirmed reservation 确认订房❖Tariff 房价表❖Room change客人转换房间❖Up-selling推销更高价格的客房❖Advanced deposit预付订金❖Concierge委托代办第1节酒店专业术语❖Walk-in 指没有预先订房而前来入住的客人简称“无预订散客”❖Wake-up call “叫醒电话”❖Complain投诉❖DND（do not disturb）请勿打扰❖Guest history 客史档案❖No-show 没有预先通知取消及无预期抵达的订房。
前厅部情景英语培训-前台接待
Deposit
定金， 押金
confirm
确认
FO English
FO English
Sorry my English is not very well, I will
ask my colleague to assist you! 对不起，我的英文不太好，我请我的同事来 协助您
What kind of room do you like? 您想要什么样的房间？
Mr Lee: I’d like to check in.我想要办理入住 小美：Do you have a reservation?
请问您有预定么？ Mr Lee: I’m afraid， I don’t think so.
我没有预定
FO English
Check in 订房
ASK 询问
小美： 先生下午好，请问有什么可以帮您的么？ Mr Lee: 我想要办理入住 小美：请问您有预定么？ Mr Lee: 我没有预定
FO English
Re confirm Deposit
小美：May I have your passport please? 请出示您的护照？ Just reconfirm with you Mr Lee, a double room away from the street stay 2nights 李先生再次跟您确认您订的是不临街的双人房，住两晚
VIP 贵宾卡
小美： 顺便跟您介绍下我们的VIP贵宾卡促销 金卡享受住房价和用餐的8折 铂金卡享受住房价和用餐的7折
我们还会送6张价值750-1500不等的礼券。 Mr Lee: how to apply this card?
要怎样申请贵宾卡呢？
FO English
酒店前台部英语培训
前台部英语培训（一）自我介绍/ Self introduction姓名/Name 年龄/Age 性别/Gender 身高/Stature 名族/Nation语言/Language 婚姻/Marriage 兴趣爱好/Hobby 特长/One’s Strong Suit教育/Education 工作经验/Work Experience 工作成绩/Work Achievement职位/Position 工作年限/Work Duration 面试/Interview（二）酒店设施设备客房/Guest Room:普通房/Standard Room 豪华房/Deluxe Room 套房/Suite Room行政套房/Executive suite 总统套房/Presidential Suite 公寓/Apartment Room复式套房/Compound Room 单人房/Single Room 双人房/Twin Room 三人房/Triple Room餐饮/Food & Beverage:中餐厅/Chinese Restaurant (The Garden Restaurant) 会议室/Conference Room宴会室/Banquet Room 西餐厅/Western Restaurant (The Mien Café) 酒吧/Bar (The Long Bar)康体娱乐设施/Heath & Entertainment Facilities: 羽毛球/Badminton Court 篮球馆/Basketball Court 网球馆/Tennis Court沐足馆/Massage Room 麻将室/Mah-jiong Room 桌球/Snooker 泳池/Swimming pool (Out Door)（三）对话练习Dialogue AG: This is John speaking from room 6311, I want somebody to help me take my luggage.S: Certainly! Mr.John! Can I ask how many pieces of luggage do you have?G: Five.S: OK, The bellboy will come to take them right now!G: By the way! Can you prepare my bill now? I’m in hurry to catch the flight/ go to the airport.S: No problem!Dialogue BG: Can you wake up me tomorrow?S: Y es sir! May I know your room number?G: 6311.S: May I know what time would you like to wake up?G: A quarter to 7 o’clock/ six forty five.S: OK. We will call you on time. Good night!G: Thank you! By the way, where is the breakfast?S: It’s in the western restaurant. And it’s from 7-10 o’clock.G: Where is it?S: It’s on the first floor of 6th block.G: I see. Thank you! Good night!Dialogue CG: It’s something wrong with my air-condition in the room./ My toilet is not work.S: I’m sorry sir. May I know your room number?G: 6311.S: Don’t worry sir! The engineer will come to check & fix it as soon immediately!S: Good evening! Sir.The calling from reception. We are so sorry to inform you that the air-condition could not ready tonight! There was a terrible problem of if, we should contact to professional people to fix it tomorrow. Can we help you to change another room?G: OK! Which room?S: The new room is 6310. Please pack your luggage and waiting in your room. The bellboy will come & help you change the room.G: OK!Dialogue DG: Do you have laundry service?S: Y es! There are laundry list & laundry bags in the room. Please fill in it & pack you clothes. Then just leave its on the bed. The housekeeping will take its in the morning.G: When can I take its back?S: If deliver before 10 o’clock in the morning. Its can sent back at 7 o’clock in the evening.G: Do you have express service?S: Y es! We have. Express service can take it back after six hours from delivering. But it should be sent before 5 o’clock.G: I see. Thank you very much! Y our English is very good.S: Thank you! It’s my pleasure to help you! We hope you will enjoy you stay with us!Dialogue EG: Do you have room service?S: Y es! There is a menu in the drawer. And the room service phone number was marked on the telephone. It’s open until 2 o’clock in the early morning.G: Thanks. Can I ask massage service in room?S: Sorry! Sir.We don’t have massage service in the room. Y ou’d better to go to the massage centre. It’s on the 5th block. Business time is 10 o’clock in the morning to 12 o’clock at night.G: Thank you!Dialogue FG: I want to play golf tomorrow morning. Can I book your golf car at 7 o’clock.S: No problem! How many people are there in your party?G: Only one.S: Ok! The car will waiting for you on time tomorrow morning.G: By the way, can I ask a late check out?S: So when will you check out?G: About three o’clock.S: I’m sorry sir! We only can approve you free late check out until one o’clock. After it you should pay half charge.Dialogue GG: Can get more slippers/ bath robe/ tooth brush? Can you sent me a adapter/ hair dryer/ iron & iron board?S: No problem. May I know your room number?G: 6311.S: OK! The room attendant will bring to you immediately.Dialogue HS: Good afternoon! Reservation! Tracy speaking may I help you?G: I want to book a single room on this Friday.S: Please wait a moment. Let me check our rooms availabilities/ vacancy of that date…..Sorry to keep your waiting,madam. Y es, we have the vacancy/ don’t have any single rooms available of that date.May I know in whose name would you like to book/ would you mind a twin beds room to instead? G: MICHELLS: How many night would like to stay?G: Three.S: So the price is RMB922net on the weekend & RMB717net on the weekdays.G: OK! I get it.S: May I know you phone number?G: 12345111S: May know when will you upon?G: About nine o’clock in the evening.S: OK! Ms.Michell. your room was booked, let me repeat your reservation. It’s a single room for Ms.Michell from this Friday to Monday. The price is RMB922net & RMB717met.G: Correct!S: Thanks for your booking. We are looking forward to serving you.Dialogue IG: I have a reservation.S: May I have your name or your passport?G: Here you are.S: Y es,your booking is a single room stay here for three nights.G: Correct!S: Please fill in/ writ down your home address and sign your name here.S: May I ask how would you like to pay/ settle your deposit/ bill? By credit card or in cash?G: By credit card.S: May I have it?S: This is your credit card authorization voucher. Please sign your name here.S: This is your room card.The room number is 6311,on the third floor of 6th block.Please sign your name here to confirm all the details. The breakfast it in the western restaurant. It’s from 7-10 o’clock. It’s included. Just show your welcome card to take it.Out bellboy will show you to your room. We hope you will enjoy your staying with us.Dialogue JG: I want to store/ keep my luggage.S: Is there anything valuable or breakable inside?G: No!S: May ask what time will you take it back?G: About 5 o’clock in the afternoon.S: OK! Its totally three pieces. Please sign you name on this luggage tap.G: Here is your tap. Please show it when you take back your luggage.（四）常用句子Useful Sentences1. Could you speak slowly and loudly?2. Pardon? I’m sorry sir. I don’t know what do you mean. Please wait a moment/ hold the line. I willbring my manager to you.3. Thank you for your understanding.4. I’m afraid it’s against our policy.5. We have shuttle bus from hotel to golf club/ swimming pool. It’s leaving for every one hour.6. Anything else I can do for you? Just let me know.7. Let me help you with your luggage.8. I’m always at your service.9. I’m afraid the room is not ready yet. The will be delay about half an hour.10. We apologize for the inconvenience. What about having some drink in the western restaurant. Andwe will take care of you luggage11. We really apologize for the delay.12. I’m sorry, there could be some mistakes.13. Never mind.14. It’s all right./ It’s doesn’t matter.15. Right away, sir.16. Wish you have a good trip.17. The same to you.18. We don’t have shuttle bus to GZ city centre. Y ou’d better to rent our hotel car. It’s cost RMB300.19. It’s about twenty five minutes/ forty five minutes from hotel to the airport/ GZ.Show DirectionsEast/ 东South/ 南West/ 西North/ 北In front of/ 在….前面beside/ 旁边behind/ 后面above/ 上面Below/ 下面on/ 上面under/ 下面river/ 河crossroad/ 十字路口bridge/ 桥traffic light/ 交通灯block/ 街区Corner/ 拐角on the left/ 在左边on the right/ 在右边at the end of/ 在最后cross the street/ 过马路turn left/ 转左turn right/ 转右in the next/ 在下一个Near by/ 附近，旁边go straight/ 直走road sign/ 路标by bus/ taxi/ 乘车on foot/ 步行drive along/ 一直往前开keep straight on/ 继续走下去。
JW万豪前厅部英语培训
12GRO: Good morning, Reception. This is Tracy speaking. How may I help you?Guest: Yes, I'd like to reserve a room, please.GRO: Thank you. May I have your name, sir?Guest: Yes, It's David Brown.GRO: Mr. Brown. Could I have your arrival and departure dates, please?Guest: From Sep. 12 to 15, totally 3 nights.GRO: May I know the reservation is for how many persons?Guest: My wife, my son and myself.GRO: How old is your son?Guest: 9 years old.GRO: Do you need an extra bed for him?Guest: Sure.GRO: Which kind of room would you perfer, king-bed or twin-bed room?Guest: Kind-bed room with sea view.GRO: Let me check our room availability for those days ……Thank you for waiting. We have deluxe sea view room at 1500RMB Guest: We will take this one.GRO: That's great. May I know your preferred payment for your booking?Guest: By my Credit Card.GRO: Yes. Your reservation is confirmed and the confirmation number is *********. Checking-in on Sep.12 and check out on Sep.15. one deluxe sea view room with king-bed, the room rate is 1500RMB for one night. Booking is garanteed with credit card. Should you wish to change the booking, please call us 72 hours prior to arrival. Less than 72 hours cancellation charge will be incurred.Guest: That's correct.GRO: Do you mind leaving your telephone number?Guest: 010-********GRO: Is there anything else I can do for you?Guest: No. Thank you.TALKING TO THE GUEST 与 客 人 交 谈RESERVATION 预 订VOCABULARY 词 汇第 1 页 FO English.xls1first name 名passport 护照registration form 登记表cash 现金visa 签证rack rate 门市价deposit 预付group rate 团队价格key card钥匙卡complementary 免费的 currency exchange 货币兑换 non-smoking 禁止吸烟walk in guest 无预定客人 block 定下（某房间）late check-out 延迟退房 early arrival 提前入住full house 全满 flight number 航班号connected room 连通房 airport pick up service 机场接机服务free transportation 免费运输 duration of stay 入住天数您有预定吗？May I have your name, please?Co 我能知道您姓名吗？How do you spell your last name, please?请问您的姓是怎样拼写的？Could you please fill in this registration form?请您填一下这个登记表好吗？How would you like to pay your deposit, by credit card or cash?您打算怎样付押金， 信用卡不是现金？How would you like to pay, by cash or by credit card?请问您打算如何付费？用现金还是用信用卡？Can I make an imprint of your credit card?我可以刷一下您的信用卡吗？May I have your passport, please?我能看一下您的护照吗？This is your room key card. 这是您的房卡。
《酒店服务英语》——02 Reception Service前台服务
①（在旅馆、机场等）登记，报到 Have you checked in at the hotel yet? 你在酒店登记住宿了吗？ The friends we had invited did not check in until Saturday. 我们邀请的朋友直到星期六才到达。 ②接收并登记(归还物品) I put the books on the library desk，and the librarian checked them in. 我把书放在图书馆的柜台上，图书管理员验收了这些书。
①n. 符号，记号 ,指示牌，广告牌 make a sign 做个记号 a road/traffic sign 道路 / 交通标志
②n. 迹象；征兆；预兆 There's no sign of rain. 没有下雨的迹象。
③v. 签（名）；署（名）；签字；签署 Please sign your name on each check and show me your ID. 请在每张支票上签名，并出示您的身份证。
15. Can you sign here, please. 您可以在这里签字吗？
Unit 2 Reception Service 前台服务
• Jim: OK. • Clerk: Would you like me to call a taxi for you? • Jim: No, thanks. • Clerk: Do you need any help with your luggage?16 • Jim: No, I’m fine, thanks. • Clerk: Have a good trip.17 • Jim: Thank you. Goodbye. • Clerk: Goodbye.
干货｜史上最全的酒店前厅部基础英语培训资料
干货｜史上最全的酒店前厅部基础英语培训资料前厅部常用英语Front Office Department词汇 Vocabulary前台Reception/Front Desk预订处Reservation经理Manager主管Director大堂副理Assistant Manager宾客关系主任G..R.O Guest Relation Officer总台接待员Receptionist话务员/接线员Operator行李员Bellboy服务员Waiter/ Waitress楼层服务员Chambermaid/ Floor Attendant大堂Lobby卫生间base Room / Washroom /Restroom表格Form登记Registration /Register /Check-In接待Receive登记单Registration Form性别Gender到达日期Date of Arrival / Arrival Date离店日期Date of Departure / Departure Date公司名称Company Name职业Occupation有效期限Date of Validity入境口岸Entry Port拟住天数Length of Stay加床Extra Bed / Rollaway Bed延长退房/继住Extension of Stay换房Room Change/ Change Room预订单Reservation Record预订记录Reservation Record等候名单Waiting List到达/到客名单Arrival List抵店时间/日期Arrival Time / Date离店时间/日期Departure Time/ Date预计抵达时间/E.T.A Estimated Time of Arrival预计离达时间/E.T.D Estimated Time of Departure欢迎卡Welcome Card住房率/出租率Occupancy Rate超额预订Overbook每日客情预报表Rooms Forecast Daily Report客史档案Guest History金卡会员Gold Club Member用正楷书写In Block Letters / In Print / In Capital Letters 出生日期Date of Birth详细家庭地址Full Home Address入境签证号Entry Permit Number旺季High Season淡季Low Season空房/VAC Vacant Room待修房/OOO Out of Order住客房/OCC Occupied Room酒店自用房/HU Hotel Use重锁房/DL Double Locked脏房/走客房 VD Vacant Dirty请勿打扰/DND Do Not Disturb贵宾/VIP Very Important Person外宿/OOT Out of Town入住/C /I Check in退房/C /O Check Out有预未订入住No-Show散客Walk In Guest团体预订Group Reservation等候排房名单Waiting List接机服务Pick-Up Service / Limousine Service 行李Baggage / Luggage行李寄存Leave/ Deposit/ Store /Check Baggage 雨伞Umbrella叫早服务Morning Call贵重物品Valuables易碎物品Fragile Objects手提箱/衣箱Suitcase身份证I.D Card / Identity Card护照Passport签证Visa入境签证Entry Visa出入境管理Entry and Exit Control团体签证Group Visa回乡证Return Home Card台胞证Taiwan Compatriots Card居留证Residence Permit国籍Nationality填写Fill in签名Signature全称Full Name姓Surname名First Name曾用名Former Name闭路电视Closed Circuit Television卫星电视Satellite Television音响/高保真Hi-Fi - High Fidelity旅行社Travel Service / Travel Agency导游Tour Guide海外领队Overseas Escort旅行团（队）领队Tour Director/ Leader团队分房名单Rooming List外国零散客人F.I\T. Foreign Independent Traveler长住客人Long Stay Guest常客Regular Guest / Familiar Guest / Frequent Guest 回头客Repeat Guest旅行团Tour Group口讯Message投诉Complaint / Complain处理投诉Handle / Settle Complaint道歉Apology / Apologize标准价/原价/门市价/ 散客价 Rack Rate团队价Group Rate优惠价Commercial Rate合同价Contract Rate折扣价Discount Rate取消Cancellation / Cancel确认Confirmation / Confirm确认预订Confirmed Reservation / Booking保证预订Guaranteed Booking更改Change延长Extension /Extent / Prolong延迟Delay票券Voucher / Ticket / Coupon自助早餐（券）Buffet Breakfast(Voucher)自助晚餐（券）Buffet Dinner(Voucher)中式点心Chinese Refreshment套房Suite标准房Standard Room单人房Single Room / Single双人房Double Room / Double带淋浴的双人房Twin Beds with Shower商务套房Business Suite豪华套房Deluxe Suite总统套房Presidential Suite客房设施Room Facilities单人床Twin-Size Bed双人床Double-Size Bed大号双人床Queen-Size Bed特大号双人床King-Size Bed加床Extra Bed / Rollaway Bed / Foldaway Bed空调Air-Conditioner中央空调系统Central Air Conditioning System 温度调节器Temperature Adjuster宽敞Spacious舒适Comfortable / Cozy保险箱Safe Box小酒吧/小冰箱Mini-Bar洗衣服务Laundry Service快洗Express Laundry Service普通洗Ordinary/ Normal Laundry Service 商务中心Business Center商务设施Business Facilities因特网Internet Service传真机Fax Machine / Facsimile Machine 复印/影印机Photocopier / Duplicator彩色打印机Color Printer激光打印机Laser Printer打字机Typewriter调制解调器Modem电脑Computer扫描仪Scanner录相机Video Recorder投影仪Overhead Projector幻灯机Slide Projector碎纸机Paper Scraper传真首页Cover Sheet圆珠笔Ballpoint Pen日历Calendar白板笔Marker笔记本Notebook信纸Writing Paper信封Envelope邮票Stamp邮政编码Zip Code报纸Newspaper杂志Magazine快递服务Express Mail Service文件夹（夹子）Clip文件夹（合页）Folder文件夹（垫板/写字板）Clipboard / Arch board扣钉文件夹Fastener Binder文件袋File / File Bag / Clear Bag尺子Ruler小刀Knife剪刀Scissors橡皮擦Eraser回形针Paper Clips大头针Pin胶水Glue印台Stamp Pad打孔器Punch / Paper Punch计算器Calculator电脑Computer显示器Video Monitor键盘Key Board鼠标Mouse软盘Floppy Disk光盘/CD Compact Disk电话机Telephone Set电话号码Telephone Number外线电话Outside Call内线电话House Call分机Extension电话号码薄/电话索引Telephone Directory国内长途直拔电话DDD Domestic Direct Dialing国际长途直拔电话IDD International Direct Dialing打长途电话Make A Long Distance Call市内/本地电话Local CallIP电话I.P. Call国际长途电话International Call转接电话Transfer Call紧急电话/加急电话Urgent Call无人接听No Answer国家/地区代码Country Code / Region Code地区代码Area Code电话号簿Telephone Directory电话黄页Yellow Pages占线Engaged/Busy服务费Service Charge八折Twenty Percent Discount手机/移动电话Mobile充电器Charger沙发Sofa椅子Chair商务洽谈室Business Meeting Room书架Bookshelf委托代办服务Miscellaneous Service For The Guest 代印名片Namecard-Printing Service地图Map烟灰缸Ashtray垃圾筒Trash Bin / Waste Basket插座Socket插头Plug/Adapter鲜花店Flower Shop鲜花Fresh Flower花蓝Floral Basket/A Basket Of Flowers盆景Miniature航班号码Flight Number时刻表Timetable不定期机票Open Ticket直达航班Direct Flight包机Charter Flight正常/定期航班Regular Flight免费托运行李重量Free Baggage Allowance头等舱First Class商务舱Business Class经济舱Economy Class单程机票Single Ticket/One Way Ticket双程机票Return Ticket/Round Trip Ticket确认/再确认Confirm/Reconfirm旅程/行程Journey/Trip纪念品Souvenir手推车Trolley/Cart走廊Corridor/Passage/Passageway邮件Mail分发Delivery/Distribute包裹Parcel/Package方便/便利Convenience/Convenient不便/麻烦Inconvenience/Inconvenient通知Inform提醒Remind赠偿Compensation/Indemnity损坏/损毁Damage01前台 Reception预订 reservations1、Goodevening, XX Hotel, Reception, how may I help you? / What can Ido for you?晚上好，XX酒店，总台，需要帮忙吗？2、Whatkind of room would you like to book?您要什么样的房间呢？3、We havesingle rooms ,double rooms, business, deluxe suites and apresidential suite.我们有单人房、双人房、商务套房、豪华套房和总统套房。
Unit 2 Reception 前台接待
Exercise Ⅰ
Suggested sentence structure: 1. Where is ______?
2. Just go out of the hotel and turn right/left. 3. It’s over there. 4. Could you please tell me how to get to ________from here? It’s not far from here.
7. Here you can make your own tea and coffee by using this electric kettle. 8. Special laundry bags with lists are placed in the closet.
9. Just a moment, please. The elevator will be here soon. 10. Are you going up or down?
Think carefully and try to answer the following questions:
1. What are the main duties of a hotel doorman? 2.What a doorman should do in a restaurant?
Describe the pictures below, using at least 4 sentences.
Unit 2 Reception
Leading-in Dialogues
Reading
Further Reading
Leading-in
As one of the front desk staff, the hotel doormen are stationed at the entrance of the hotel. They welcome or bid farewell to the guests and provide help for the guests and visitors.
酒店英语实务教程 第2课：Reception登记入住
酒店英语实务教程第2课：Reception登记入住Unit 3 Reception 登记入住经典对话C=Front Office Clerk 前台服务员 G=Guest 顾客C：Good afternoon. Welcome to XX hotel. May I help you?下午好！欢迎光临 xx 酒店。
能为您效劳吗？G：Yes, I’d like to check-in,pleae.我要登记住宿。
C：Certaily,sir. May I have your name ,please?好的，先生。
请问大名？G：I’m Lawrence Brown.我叫劳伦斯.布朗。
C：Do you have a reservation with us. Mr. Brown?布朗先生，您预订了房间了吗？G：Yes, from tonight.是的，预订了。
从今晚开始。
C：Just a moment please. I’ll check our reservation record. (After a while) Thank you for waiting, Mr.Brown. Your reservation is for a twin from March 5th to 7th for three nights. Is that right?请稍后，我检查一下预订记录。
(过了一会儿)让您久等了，布朗先生。
您预订了从 3 月 5 日到 7日 3 个晚上的双床间，是这样的吗？G：Exactly.对。
C：Could you fill out the registration form, please?请填写这张登记表好吗？G：Fine(Fill the form)好的(填写表格)C：How would you like to make payment?您打算如何付款呢？G：By American Express Card.用美国运通信用卡。
Restaurant Reception(培训课件)
to take your order. 服务员很快会来为您点单。
Do
you have a reservation?
请问您有预订吗？
May
I have your name ,please?
请问您贵姓？
[ɪk'spekt]
We
are expecting yo吗？或者您去另外一桌好吗？
We
can seat you very soon.
我们很快就会安排您入座。
It
may take about 15 minutes.
可能需要 15 分钟才有空位。
Could
you wait for another 5
minutes, please? 您再等 5 分钟好吗？
您喜欢坐在哪里？
I
will show you to your table.
我来为您领位。
Is
this table fine? /How about this
table? 这张台如何？
['weɪtə(r)] ['weɪtrəs]
A
waiter/waitress will come soon
How about the table (
用于提议
)?
Here
这边的
There
那边的
By the window
靠窗的
领位
This way, please.
这边请
How
many persons, please?
请问有几位呢？
[prɪ'fɜː(r)]
Where
would you prefer to sit?
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Front desk english
前台英语
Check-out
离店退房
G: guest（客人）R: receptionist（前台接待员）
R: Good morning/afternoon/evening sir/madam, How may I assist you?
早上/下午/晚上好，先生/女士，请问有什么可以帮到您？
G: Good morning/afternoon/evening. I want to check-out.
早上/下午/晚上好，我想要退房。
R: may I have you room number?
请问您的房间号码是多少？
G: 608.
……Check the computer with guest room number and name
……根据电脑登记核实客人房号和姓名
R: The room 608 Mr, PETER LEE, right?.
608房间，李彼得先生是吗？。
G: Right
是的。
……Call to the housekeeping inform which room is check-out.
……电话通知客房部XXX房间退房
R: Mr, lee ,please return the room key to us. (if guest haven’t retur n the room key)
李先生请还一下您的房卡。
（如果客人没有主动将房卡还回）G: Oh, sorry, I forget it. Here you are.
哦，抱歉我忘了,给你。
R:Thank you Mr., lee. (take back the room key with two hands.) Did you used the mini-bar?
谢谢您李先生。
（双手接过客人还回的房卡）请问您用过房间小酒吧的物品吗？
G:No, nothing
没有，什么都没有用过。
…When we waitting the room check we can talk with guest about: …当我们等待查房的时候可以和客人进行如下谈话。
…Is this you first-time come to tianjin?
…这是您第一次来天津吗？
…How about your felling about your staying in our hotel?
…请问您住在我们酒店感觉怎么样？
After housekeeping call back inform us outcomes about room check
客房部将查房结果报回后。
R:Mr, Lee did you used 2 cokes in your room?
李先生请问您是否用过房间的两听可乐？
G: Oh, yes.
哦，是的。
R:（Put the coke charge to the guest account,then print out the bill.）) (将可乐的费用挂入电脑然后将账单打印出来)
MR, Lee, this is your bill, Please check it and sign here.
李先生这是您的账单，请您核对一下，如果没有问题请您签一下字。
G: Ok.
好的
After guest sign on the bill
客人在账单上签字后
R: Mr. lee , How would you like to pay ? Still by credit card or In cash? 李先生请问您怎样付款？仍然用信用卡还是改用现金？
G: Still by credit card.
还是用信用卡。
R: May I use you credit card again?
可以再用一下您的信用卡吗？
G: Ok, here you are.
好的，给你。
R: Thank you Mr. Lee. (Get the credit card from guest with two hands) 谢谢您李先生。
（双手从客人手中接过信用卡）
After print credit card voucher
打印信用卡签购单后
R: Mr. Lee, this is your direct purchase. please sign your name.
李先生这是您的信用卡签购单，请您签下字。
G: OK。
.
好的
After guest sign.
客人签字后。
R: Mr. lee, this is you direct purchase and credit card. Have a good trip 李先生这是您的信用卡签购单和信用卡，祝您旅途愉快。
G: thank you.
谢谢
Words:
Authorization 授权charge 费用arrival date 抵店日期
departure date 离店日期luggage 行李total amount 总费用company 公司single room 单人房double room 双人房bath room 浴室shower 淋浴suite （一套）房间deluxe 豪华的available 可用的，合用的address 地址phone number 电话号码guarantee 保证，担保occupancy 占用discount 折扣vacancy 空，空房间include 包括，包含provide with 提供mini-bar 小冰柜price 价格，价钱service 服务，服侍of course 当然look forward to 期待，希望trip 旅行，旅程rate 价格baggage 行李list 名单，一览表fill out 填写prepare 准备，预备
elevator [美]电梯directly 直接地stamp 邮票envelope 信封，封套air ticket 机票flight 班机airport 机场cancel 取消
note 纸币safety box 保险柜Confirm : 确认Room change : 房价Promotion: 促销优惠
Service change: 服务费Discount : 折扣Full name: 全名Currency 货币Airmail :航空邮寄Registered mail : 挂号信Charge to the room挂账Free of charge :免费Exchange rate : 兑换率Express service：加快（急）服务。