JW万豪前厅部英语培训

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GRO: 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.xls
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first 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。

The bell boy will show you to your room. 行李员会带您去房间。

I wish you a pleasant stay with us.希望您住得愉快。

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办 理 入 住 手 续
VOCABULARY 词 汇
Do you have a reservation?
last name /surname 姓estimate arrival time 预计抵达时间 PHRASES ON THE JOB 工 作 中 的 常 用 语
CHECK-IN GSA: It's my pleasure. We are looking forward to seeing you in JW Marriott Shanghai.
第 2 页 FO English.xls
May I ask your estimate arrival time?请问您大约什么时候到？
Would you like a smoking or non-smoking room?你需要吸烟房还是非吸烟房？
The flight will touch down at 5:00pm and the Guest will arrive at our Resort at 05:45pm or so.航班大约下午5点抵达，客人大约下午5：45入住。

Room 1801 has been blocked due to the VIP arrival.因为VIP 客人要到， 所以1801房间给封上了。

I'm sorry, sir. We don't have any king-bed room available. May I recommend our suite to you?对不起，先生，大床房间已经没有了，我可以向您推荐套房吗？
We will provide you with either free late check-out or free airport pick up service.我们可以提供免费延迟退房或者接机服务。

The room rate includes two complementary breakfast.房价包括两份免费早餐。

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Let me have a check whether we can extend your staying.让我查一下能否给您延房。

I‘m sorry, sir. We can not extend your stay, as we have got over booking today.对不起，先生，我们不能给您延房，因为今天已经超额预定了。

We can extend your staying, but I'm afraind you have to change to another room.我们可以为您延房，但是恐怕您要换到另一间房。

Let me check with Lost&Found Office immediately and call you back. 让我去失物招领处查一下然后给您回电话。

The Fitness Center and swimming pool are free of charge for in-house Guests.健身中心和游泳池对住店客人免费开放。

We can up-grade you to the suite if you like.如果您愿意我们可以帮您升级到套房。

Yes. Mr. Smith, we have mobile phone charger for borrow. I will ask our Associate to send it to your room immdiately..
是的，史密斯先生，我们有手机充电器出租，我马上让人给您送过去。

客 人 的 问 询
GUEST'S INQUIRIES
CHECK OUT
VOCABULARY 词 汇
PHRASES ON THE JOB 工 作 中 的 常 用 语
第 3 页
FO English.xls
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night audit 夜审group member 团队成员deposit 押金group leader 领队rush room 需要清扫的房间mileage 里数/积分petty cash 备用金time difference/jet lag 时差welcome card/letter/drink 欢迎卡/信/饮料expected departure list 预计离店客人名单authorization code 授权号码Guest history record 客史记录Guest ledger 客人分类帐advance deposit guarantee 预计押金担保reception logbook 接待处记事簿cancellation number 取消预订号码average rate 平均房价
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I'd like to check out, please. May I have your room number? 我要结帐。

请问您房间号是多少？ Did you use anything from the minibar? Here is your bill. 您是否用过房间里的小酒吧？这是您的帐单。

Could you please sign your bill and credit card slip?I'll get your bill. 请您签一下帐单和信用卡单据好吗？我马上为您打帐单 Would you please check if there is any mistake?We accept all major credit cards. 为了避免错误请您查一下好吗？我们接受所有重要的信用卡。

Thank you for staying with us 。

This is the total amount 感谢您入住。

这是总数。

We hope to see you soon.3
Mrs. Jackson: Good morning. I'd like to check out please.
GSA: Good morning, Madam. May I have your room number, please.Mrs. Jackson: My room number is 2706.
GSA: Yes, Mrs. Jackson. I see in your file that you are not an Marriott Rewads member?Mrs. Jackson: That's correct.I'm not.
Mrs. Jackson: Yes, I have. But I am not a frequent traveller and normally I do not stay in
GSA: May I ask why?
Mrs. Jackson: Well, normally I stay in cheaper hotels.
GSA: I see. Did you use anything from the minibar last night.Mrs. Jackson: Yes,I did. I took a bottle of beer.
GSA: All right. One bottle of beer. Here is your bill. This is the total amount. Would you please check if there is any mistake?Mrs. Jackson: No, no mistake.
GSA: Have you considered becoming an Marriott Rewards member?
Marriott Hotels.
办 理 离 店 手 续PHRASES ON THE JOB 工 作 中 的 常 用 语
TALKING TO THE GUEST 与 客 人 交 谈
VOCABULARY 词 汇
第 4 页 FO English.xls
GSA: Then could you please sign your bill and your credit card imprint? (Mrs. Jackson signs)All right. Thank you very much.
(The GSA puts the bill in the envelop and gives to the Guest).
Here you are, Mrs. Jackson . Thank you for staying with us and we hope to see you soon.
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I have a problem.
我遇到了一个问题。

What kind of trouble?什么问题呢？
When did this happen?什么时候发生的？
Did you inform somebody else when that happened?当时您通知了其他人吗？
What is the problem with your room?您的房间有什么问题？
I'm sorry for what happened to you.对所发生的一切，我们非常遗憾。

I'm sorry for the inconvenience.给您带来的不便，我非常抱歉。

Would you mind moving to another room?您介意搬到另一间房吗？
To express our sincere apology, we can up-grade your room to suite.为了向您表示歉意，我们可以给您升级到套房。

We can offer you either late check-out till 6:00pm or free drop off, which one do you prefer? 我们可以给您延迟退房到下午六点或免费的送机，您要哪一个？
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Mr. Robbins: Hello. My name is Robbins and I'm living in room 1426.GSM: Good afternoon, Mr Robbins, what can I do for you?
Mr. Robbins: I have a problem. I haven't slept for the last three nights.My upstairs neigbours caused me a lot of trouble.
GSM: Oh,What kind of trouble? Noise?
Mr. Robbins: Yes, indeed. I don't know what they are doing but they keep me awake all night. It sounds that they are doing their own laundry. It's booming in the bathroom all the time.
GSM: How long have they bothered you, three nights?
Mr. Robbins: Yes, three nights. I do not mind if it happens at the weekend, but during the week I really need my night rest.
GSM: Of course. I understand. This problem must be solved. When will you check out?Mr. Robbins: In two weeks.
GSM: Would you mind moving to another room?
客 人 投 诉PHRASES ON THE JOB 工 作 中 的 常 用 语
TALKING TO THE GUEST 与 客 人 交 谈
第 5 页 FO English.xls
Mr. Robbins: Oh, no. I'll do everything to have a good night rest.
GSM: I'll see which room is available. Would you like to stay on the same floor.Mr. Robbins: If that's possible, please.
GSM: You can move to room 1432. It is on the same floor, a few rooms closer to the elevator. Here is your new key card. Please return the old one to the front desk. I 'll ask a bell boy to help you with your luggage.
Mr. Robbins: Thank you very much for your help, and I'll return the key to the front desk.GSA: It's my pleasure.
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facsimile (fax) 传真photocopy 复印meeting room rental 会议室出租secretaria service 秘书服务translation 笔译interpretation 口译film developing 胶卷冲洗lamination 过塑print 打印type 打字price 价格scan 扫描laptop 笔记本电脑LCD 液晶投影仪overhead projector 投影仪digital camera 数码照相机slide projector 幻灯机rent 出租access to website 上网courier service 快件服务wireless LAN card 无线网卡
airmail 航空邮件
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May I send a fax here?我可以发一份传真吗?
Where do you want to send your fax to?您要发哪里呢?
The price for sending a fax is …发传真的价格是…
You may rent a taplop and LCD from the Business Center.您可以从商务中心借一台笔记本电脑和液晶投影仪.The price for color printing is 21RMB per page.彩色打印的价格是每页21元人民币.
You can rent wireless LAN Card at the price of 150RMB for half day or 200 for one day.您可以租用无线网卡,150元半天,200元一天.
PHRASES ON THE JOB 工 作 中 的 常 用 语
VOCABULARY 词 汇
第 6 页 FO English.xls
The price for IDD is the cost plus 3RMB. 国际长途电话的收费标准是成本加3元人民币.
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BC : Good morning. How may I help you?
Guest: Good morning. I'm organising a seminar for my company. Can you introduce your meeting room to me?
BC: Yes. Let me show you to the meeting room. (in the meeting room)
It can hold 12 people. How many people do you have?Guest: Around 10.What service do you provide in the meeting?
BC: We will provide mineral water, paper and pencil. If you need, we can book coffee break for you.
Guest: Good. How much is the meeting room rental?
BC: 500RMB an hour.When do you want your meeting be held?Guest: Tomorrow afternoon, 03:00pm-05:00pm BC: It's available during this period of time.
Guest: By the way, we need LCD, Laser pointer and 3 flip charts.
BC: We will prepare them for you by then. May I have your name and room number, please.Guest: I'm Wilson in room 2816.BC: Thank you, Ms. Wilson.
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live 居住 visit 访问bellman
行李员
flight 航班
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How was your flight?飞行愉快吗？
It was nice.Or It was very long.很好，或者：时间太长了。

Is this your first visit here?您是第一次来这里吗？
Yes, this is my first time/visit. Or No, this is my second time/visit here.是的，我是第一次来这里。

或者：不，这是第二次来。

I hope you enjoy your stay.祝您入住愉快。

VOCABULARY 词 汇
问候和介绍
TALKING TO THE GUEST 与 客 人 交 谈
Welcome to JW Marriott Shanghai.欢迎光临JW万豪酒店。

bell service 行李服务 doorman/doorgirl 门童PHRASES ON THE JOB 工 作 中 的 常 用 语第 7 页 FO English.xls
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luggage trolley 行李手推车luggage 行李suitcase 手提箱
trunk 箱子golf bag 高尔夫球袋handgag 手提包luggage tag 行李签reception 前台接待
bag 包
handbag
手提包
laptop 笔记本电脑
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May I help you with your laggage?我能帮您提行李吗？
How many bags do you have, sir?
您一共有几个包，先生？
You have totally 3 pieces of luggage ，am I right?您一共有3件行李，对吗？
我带您去前台。

这边请。

Your bags will be brought to your room right away.您的行李会立刻送到房间。

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I'd like to book a car. 我想定一辆车。

May I ask where do you want to go? 请问您要去哪里呢？
How many people will go with you?一共有多少人？
We have 4 seats and 7 seats limousines, 12 seats minibus, which one do you prefer?我们有4座和7座的小轿车，12座的面包车，您需要哪一种？The capacity of Buick is 5 seats including the driver's.别克车包括司机一共有5个座位。

The rate for hiring a limousine is 800 RMB for one day (8 hours).租一天车的价格是800元人民币。

For what time? 什么时间用？
Let me check whether the minibus is available during that period of time.让我查一下那段时间面包车是不是可以用。

May I know your name and room number? 可以告诉我您的姓名和房号吗？
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Let me show you to Reception.This way, please.TALKING TO THE GUEST 与 客 人 交 谈
行李服务
PHRASES ON THE JOB 工 作 中 的 常 用 语
VOCABULARY 词 汇
PHRASES ON THE JOB 工 作 中 的 常 用 语第 8 页
FO English.xls
Guest: Hello, I would like to book a car tomorrow.Bell boy: All right, Sir. For what time?
Guest: Let's see. I have to go to airport at 10:00am. Can you tell tell me how long it will take to get there?
Bell boy: Normally 1 hour is enough. So you should leave the Resort at nine.Guest: That all right with me. Thank you.
Bell boy: Sir, may I confirm your name and room number?
Guest: Of course. My name is Lewis and my room number is 2034.
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Can you send somebody up to take my luggage down?你可不可以叫人把我的行李拿下来吗？
How many pieces fo luggage do you have, Mr. Wang?王先生，您一共有几件行李？
I'll have somebody collect it immediately.我马上叫人来拿。

I will be at your room in 10 minutes.我10分钟以后来您的房间。

I'm here to pick up your luggage.我来拿您的行李。

We will keep your luggage at the bell service desk.您的行李存放在行李台。

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Shift Leader: Good morning, bell service.
Mr.Walsh: Good morning.This is Mr. Walsh speaking.Room 1423. I'm checking out in 15 minutes. Can you send somebody up to my room to take my luggage down?Shift Leader: Certainly, Mr. walsh.
How many pieces of luggage do you have?Mr. Walsh: I have two suitcases and one hand bag.
Shift Leader I'll have a bell boy collect it straight away, Mr. Walsh. We will keep your luggage down stairs at the bell service desk.Mr. Walsh: Thank you !
PHRASES ON THE JOB 工 作 中 的 常 用 语
其 它 服 务
房　间　收　行　李　
TALKING TO THE GUEST 与 客 人 交 谈
Bell boy: Good afternoon, Concierge, Ken speaking. How may I help you?
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You may deposit your luggage at the bell service counter.您可以把行李存在行李服务台。

Luggage deposit service is free of charge for in-house Guests. 行李寄存服务对住店客人免费。

You may borrow umbrellas from bell service counter.您可以从行李服务台借雨伞。

You have a parcel (message/fax/mail/courier) at the bell service, may I sent it to your room now?你有一个包裹（留言/传真/加快邮件）， 我能马上给您送过去吗？It is about 120 RMB from Resort to downtown by taxi.从酒店到市区坐出租车大约120元。

May I have your signature here, please?请在这里签名。

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leave a message 留言 no hurry 别急 留言 no hurry 别急connect 接通 pick up the phone 拿起电话 接通电话 pick up the phone 拿起电话2
May I have the number, please?Would you like me to call him?请告诉我号码好吗？
要我为您打电话找他吗？
I'm sorry,Mr.Billy is not available now.There is no answer./ He is not available now.对不起，Bill 现在不在。

没人接电话。

/ 他现在不在。

With pleasure. I'll transfer your telephone immediately. Thank you for calling.
我马上给您转接, 感谢您的来电。

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The line is busy(engaged).The line is free.占线。

线通了。

I'll connect you to his office.
May I tell him who is calling?
外 线 来 电
PHRASES ON THE JOB 工 作 中 的 常 用 语
你是您要的上海地图和航班时刻表。

PHRASES ON THE JOB 工 作 中 的 常 用 语
call back 回电话 right away 马上
PHRASES ON THE JOB 工 作 中 的 常 用 语
put sb. Through 接通电话 switchboard 电话总机VOCABULARY 词 汇
Here are the Shanghai map and flight planner you need.4 digits 四位数字 answer a call 接电话第 10 页 FO English.xls
我给您接到他的办公室。

可以告诉他谁给他打电话吗？May I have your name please?
Please go ahead, sir.请问您是哪位？
先生，请讲。

Shall I ask him to call you back?
要请他给您回电话吗？4
Guest: Good afternoon. I need to speak to the Sales Manager, please.
Operator: May I tell him who is calling?Guest: Yes, I am Mr. Parkinson calling from Australia.
Guest: Thank you.Operator: Sorry. Mr. Parkinson. The Sales Manager's line is busy.Would you like to wait or leave a message?Guest: OK.(a moment later)
Operator: Mr. Parkinson. Thank you for your waiting. The line is free now. Please go ahead.
1inside call 内线电话
outgoing call 外线电话hang up 挂断电话
long distance call 长途电话
wake-up service 叫醒服务2Please take you time.
别着急，慢慢来。

Could you tell me the telephone number, please?
请您告诉我电话号码，好吗？
You're through, sir.
先生，您的电话通了。

It's my pleasure to be of service.Have an excellent day!
很乐意为您服务。

祝您愉快！
A Mr. Clark is on the line for you.
有一位Clark先生在线上。

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Guest: Yes. I'm going to Beijing early tomorrow morning.Do you have wake-up service?Operator: Yes. At what time/ What time would you like, Mr. Colins?
Guest: 06:15.
Operator: Yes, Mr. Colins. May I repeat? Your room No. is 1201. You need a wake-up call at
Operator: Good afternoon. JW Marriott Shanghail. This is Kitty , How may I help you?
Wake-up Call 叫醒服务
Operator: At your Service,This is cindy . How may I help you?
TALK TO THE GUEST 与 客 人 交 谈
PHRASES ON THE JOB 工 作 中 的 常 用 语
TALKING TO THE GUEST 与 客 人 交 谈Operator: Mr. Parkinson, I'll connect you to his office immediately. Thank you for calling.
内 线 来 电
06:15 tomorrow morning. Is it correct? And would you like the second wake-up call
after 10 minutes.
Guest: No. Thank you.
Operator: It's my pleasure. Have a nice dream and good night.
Guest: Thanks, bye.
Make an Outgoing Call 拨打外线电话
TALK TO THE GUEST 与 客 人 交 谈
Operator: Good afternoon, At your Service,This is cindy speaking. How may I help you? Guest: Yes. This is Mrs. Lemand. I'm new here. I don't know how to make a call.
Operator: For the telephone between rooms, you may dial the room number directly. If you want to make an outgoing call, you must dial 9 first and then the telephone, and for international call, please dial 9 first, then 00 + country code + area code and the
telephone No. you want.
Guest: I see. Thank you very much.
Operator: It's my pleasure.
Would you like to leave a message for him, sir?
先生，您需要给他留言吗？
May I have your name, please?
请问您贵姓。

And what message would you like to leave for Mr. Tsuda?
您要留言的内容是什么呢？
Yes sir. Your name is Mr. Lu and you will meet Mr. Tsuda in the lobby at 9:00a.m.
是的，先生。

您是陆先生，您早上九点在大堂见Tsuda先生。

I'll make sure Mr. Tsuda ges your message as soon as he arrives.
我保证Tsuda先生一到我就转告他您的留言。

Is there anything else I can do for you, sir?
还有什么可以帮您的吗，先生。

Good evening, Mr. Tsuda. A Mr. Lu has left a message for you. He says he will meet you in the lobby at 9:00a.m.
晚上好,Tsuda先生，有一位陆先生留言说早上九点与您在大堂见。