客房日常英語
GUEST ROOM DAILY ENGLISH 客房日常英語
Hotel departments 酒店部門
General Manager`s Office 總經理辦公室
Human Resources Department 人力資源部
Sales＆Marketing Department公關銷售部
Room Division Department 房務部
Front Office department 前廳部
Business Center 商務中心
Concierge 禮賓部
Operator 總機
Reservation Desk 預訂部
Reception Desk 接待處
Housekeeping Department 管家部
Laundry Department 洗滌部
Public Area Department 公共衛生部
Florist 花房
Food＆Beverage Department 餐飲部
Western Restaurant 西餐廳
Chinese Restaurant 中餐廳
Chinese Kitchen Department 中廚部
Western Kitchen Department 西廚部
Bakery 包餅房
Beverage Department 酒水部
Banquet Department 宴會部
Steward Department 管事部
Staff Canteen 員工餐廳
Engineering Department 工程部
Security Department 保安部
Transportation Department 汽車部
Spa＆Fitness 健康中心
Guest Clinic 賓客醫療室
Logistics Department 事務部
Finance Department 財務部
Purchasing Department 採購部
Storage Department 倉管部Hotel Staff Positions 酒店職位General Manager 總經理Vice/Deputy General Manager 副總經理
Executive Director 行政總監
Finance Director 財務總監
Assistant General Manager 總經理助理
Director of Human Resources人力資源部總監
Human Resources Manager人力資源部經理
Personnel Manage 人事經理
Training Manager 培訓經理
Sales Manager 銷售經理
Public Relations Manage 公關經理
Sales Representative 銷售代表
Front Office Manager 前廳部經理
Assistant Front Office Manager前廳部副經理
Assistant to Front Office Manager前廳經理助理
Assistant 大堂副理
Guest Service Manager 賓客服務經理
Guest Relations Officer 賓客關係員
Hotel Representative 酒店代表
Receptionist 前台接待員
Bellboy 行李員
Door man 門童
Operator 總機接線員
Executive Housekeeper 行政管家
Assistant Housekeeper 助理管家
Room Attendant 客房服務員
Laundry Manager 洗滌部經理
Public Area Manager 公共區經理
Food＆Beverage Manager 餐飲部經理
Western Restaurant Manager 西餐部經理
Chinese Restaurant Manager 中餐部經理
Executive Chef-Chinese 中餐行政總廚
Executive Chef- Western 西餐行政總廚
Pantry Chef 大廚
Cook/chef 廚師
Beverage Manager 酒水部經理
Banquet Manager 宴會部經理
Steward Manager 管事部經理
Waiter/Waitress 餐廳男/女服務員
Hostess 咨客
Pantry 地哩
Security Manager 保安部經理
Security Guard 保安員
Chief Engineer 總工程師/工程部經理
IT Engineer 信息技術工程師
Transportation Manager 汽車部經理
Driver 司機
Health Recreation Manager 健康中心經理
Purchasing Manager 採購部經理
Purchasing Staff 採購員
Storage Manager 倉管部經理
Cost controller 成本控制
Accountant 會計員
Cashier 收銀員
Night/Day Auditor 夜/日審員
Captain 領班
Supervisor 主管/主廚
Clerk/Order Taker 文員
Coordinator 協調員/聯絡員
Staff 職員
Secretary 秘書
Arts Designer 美工
Doctor 醫生
Nurse 護士
Hotel Locations 酒店設施U8 Action Cuisine Restaurant U8風味餐廳
Tian Yuan Chinese Restaurant 恬園創意中餐廳
Societe Lobby Bar相聚大堂吧
Choc Java＆Lin Q Café 西餅屋與網吧
Rainbow Bar 彩虹吧
Outdoor Swimming Pool 露天游泳池
Health Club ＆Tennis 健身中心和網球場
Figures and numbers 數量和序數Cardinal Numbers基數 Ordinal Numbers序數 Cardinal Numbers基數 Ordinal Numbers序數
zero
1 one first 1st
two second 2nd
three third 3rd
four fourth 4th
five fifth 5th
six sixth 6th
seven seventh 7th
eight eighth 8th
nine ninth 9th
ten tenth 10th
eleven eleventh 11th
12 twelve twelfth 12th
13 thirteen thirteenth 13th
14 fourteen fourteenth 14th
15 fifteen fifteenth 15th
16 sixteen sixteenth 16th
17 seventeen seventeenth 17th
18 eighteen eighteenth 18th
19 nineteen nineteenth 19th
20 twenty twentieth 20th
21 twenty- one twenty- first 21st
30 thirty thirtieth 30th
40 forty fortieth 40th
50 fifty fiftieth 50th
60 sixty sixtieth 60th
70 seventy seventieth 70th
80 eighty eightieth 80th
90 ninety ninetieth 90th
100 hundred hundredth 100th
101 hundred and one hundred an first 101st
500 five hundred five hundredth 500th
1000 thousand thousandth 1000th
4280 four thousand two hundred and eighty four thousand two hundred and eightieth 4280th
10 000 ten thousand ten thousandth 10 000th
100 000 hundred thousand hundred thousandth 100 000th
1 000 000 million 10 000 000 000 billion
Times 時間
Second 秒 Minute分鐘 Hour小時 Day天 Week星期
Month月 Year年 Decade十年 Century 一百年/世紀
two minutes and fifty eight second 兩分零五十八秒
One and a half hour 一個半小時
one hour and thirty minutes 一小時三十分鐘
4︰00 p.m./four o′clock in the afternoon 下午四點整
5：
7：30 p.m./half past eight in the evening 晚上八點半
Three quarters past eight/a quarter to nine in the evening
晚上八點四十五分
Twelve noon/12p.m. 中午十二點
twelve midnight/
Monday（Mon.） 星期一
Tuesday（Tue.） 星期二
Wednesday（Wed.） 星期三
Thursday （Thurs.） 星期四
Friday（Fri.） 星期五
Saturday（ Sat.） 星期六
Sunday （Sun.） 星期日
Today 今天
Every other day 隔天
Tomorrow 明天
Day after Tomorrow 後天
2days after tomorrow 大後天
Yesterday 昨天
Day before yesterday 前天
2days before yesterday 大前天
January（Jan.） 一月
February（Feb.） 二月
Mar（Mar.） 三月
April（Apr.） 四月
May 五月
June(Jun.) 六月
July（Jul.） 七月
August（Aug.） 八月
September（Sep.） 九月
October（Oct.） 十月
November（Nov.） 十一月
December（Dec.） 十二月
Last month 上個月
Next month 下個月
This year 今年
Next year 明年
Last year 去年
Housekeeping English客房英語1.room number 房號
2.door lock 門鎖
3.door bell 門鈴
4.Door knob signs 房門掛牌
5.Please make up room sign
請即打掃
6.Do not disturb (DND)sign
請勿打擾牌
7.Turn down the bed 開夜床服務牌
8.Emergency evacuation Plan 緊急疏散圖
9.spy hole 防盜眼
10.fluorescent lamp日光燈
11.stand lamp 落地燈
12.table lamp 檯燈
13.bed lamp 床頭燈
14.light bulb 燈泡
15.lamp shade 燈罩
16.wardrobe 衣櫃
17.rail 橫杆
18.clothes hanger/lady/gent男女掛衣鉤
19.suit hanger 西裝衣架
20.pants hanger 褲子衣架
21.dress hanger 裙子衣架
23. Refrierator cabinet冰箱櫃
24.baggage rack 行李架
25. desk/dressing table書桌/梳妝台
26.drawer 抽屜
27.dressing chair 梳妝椅
28. dressing mirror 梳妝鏡
29.long mirror 穿衣鏡
30.hanging picture 掛畫
31.window 窗戶
32.curtain hook 窗帘鉤
33.heavy curtain 厚簾
34.net curtain 紗簾
35.corridor 走廊
36.coffee table 咖啡台
37.arm chair 圈椅
38.mattress 床褥墊
39.bed frame 床架
40.head board 床頭板
41. bed side table 床頭櫃
42.control board 控制板
43.base board 地腳線
44.Air conditioner grid風口
45.Air exhauster 抽風機
46.wall paper 牆紙
47.ceiling 天花板
48.carpet 地毯
49.smoke detector煙感器
50.Temperature reactor
煙感器
51.marble counter 雲石台
52.wash basin 洗手盆
53.faucet/cap 水龍頭
54.sink stopper 去水塞
55.towel rack 毛巾架
56.bathroom 衛生間
57.toilet 座廁
58.bathtub 浴缸
59. shower nozzle 花灑頭
60.floor drain 地漏
61.shower mats 防滑墊
62.safety handle 安全扶手
63.soap dish 皂碟
64.marble wall 雲石牆
65. Safety box (instructions)
保險箱(使用說明書)
Electrical appliances電器
66.refrigerator/fridge 電冰箱
67.television set 電視機
68.radio 收音機
69.computer 電腦
70.fax machine傳真機
71.telephone電話
72.switch 開關
73.button 按鈕
74.socket 插座
75.plug 插頭
76.adaptor 多用插座
77.transformer 變壓器
78.sitting hair-dryer座式風筒
79.iron 燙斗
80.ironing board 燙板
81.DVD player DVD影碟機
82.internet cable 網線
83.emergency torch 應急電筒
Linens布草
84.bedcover 床罩
85.bed pad 床墊
86.blanket 毛毯
87.bedsheet 床單
88.soft/firm pillow 軟/硬枕頭
89.Pillow inner slip 枕內套
90.pillow case枕套
91.hand towel 方巾
92.face towel 面巾
93.bath towel 浴巾
94.bath mat 地巾
95.bathrobe 浴袍
96. Glass cloth杯布/鏡布
97.dust cloth 塵布
98. bed skirting 床裙
99.feather quilt 羽絨被
Duvet cover 羽絨被套
Cotton quilt 棉被
Runner 床尾段
Morning gown 晨衣
Guest amenities 客用品
100.service directory 服務指南
101.telephone directory 電話指南
102.newspaper 報紙
103.room service menu 送餐餐牌
104.door knob breakfast menu早餐牌
105.jogging map 緩步跑地圖
106.map of Guangzhou 廣州地圖
107.stationery file 文件夾
108.binder 訂書機
109.tape/glue 透明膠
110.battery 電池
111.ruler 尺子
112.scissors 剪刀
113.writing paper 信紙
114.envelope 信封
115.post card 明信片
116.memo pad 便簽
117.memo pad holder 便簽夾
118.GM compliment card 總經理致敬卡
119.GM welcome card 總經理歡迎卡
120.please Drive Me card 請送我回酒店卡
121. Tie holder 領帶夾
122.laundry（wash） list 洗衣(水洗)單
123.dry cleaning＆pressing list
乾洗及燙衣單
124.laundry bag（cotton） 棉洗衣袋
125.shopping bag 購物袋
126.mimi bar list/drinks list 酒水牌
127.mimi bar list folder 迷你吧賬單夾
128.guest questionnaire 客人意見書
129.hotel brochure 酒店介紹冊
130.price list 價目表
131.luggage sticker 行李貼
132.thermos bottle 熱水瓶
133.thermos internal container
熱水瓶內膽
134.water jug 冷水瓶
135.ice bucket 冰桶
136.ice tong 冰夾
137.tea set tray 茶托
138.tea box 茶葉盒
139.tea bag 茶包
140.tea cup 茶杯
141.saucer 杯碟
142.teaspoon 茶勺
143.tall/short cup 高杯/矮杯
144. drinking glass 水杯
145.wine glass 酒杯
146.water tumbler/bathroom glass漱口杯
147.glass wrapper 杯套
148.paper coaster 杯墊
149.tea bag 茶包
150.stirrers 調酒棒
151.napkin 餐巾
152.shoe basket 鞋籃
153. shoe shine sponge 刷鞋棉
154.sewing kit 針線包
155.shoe shine service sheet擦鞋服務紙
156. shoe horn 鞋拔
157. shoe brush 鞋刷
158. shoe cloth 擦鞋布
159. shoe polisher 擦鞋器
160. shoe shine cloth 擦鞋布
161. shoe polish 鞋油
162. slippers 拖鞋
163.clothes brush 衣刷
164.dustbin 垃圾桶
165. ball pen 圓珠筆
166. ashtray 煙灰盅
167. matches 火柴
168. fire mask
169. TV remote case 遙控器套
170. TV remote control 遙控器
171. TV channel guide 電視節目指南
172. vase 花瓶
173.soap 香皂
174.tissue 面紙
175.toilet paper 廁紙
176.soap dish 皂碟
177.tissue box 面巾紙盒
178.toilet paper holder 捲紙架
179.shampoo/hair conditioner 洗髮水/護髮素
180.body lotion 潤膚露
181.dental kit 牙具套裝
182.toothbrush 牙刷
183.toothpaste 牙膏
184.foam bath 沐浴液
185.comb 梳子
186.shower cap 浴帽
187.cotton buds 棉簽
188. nail clippers 指甲剪
189. nail file 指甲銼
190.shaving kit/razor
須刨
191.sanitary bag 衛生袋
192.vanity kit 護理套
193.amenities tray 日用品托盤
194.provisions 備品
195.rattan basket 藤籃
196.scissors 剪刀
197.bottle opener 開瓶器
198.mahjong table/chair 麻將台/麻將椅子
199.bady cot 嬰兒床
200.Shower puff 搓澡棉
201. body scale 體重磅
202 soft drink 不含酒精的軟飲料
Newspapers＆Magazines 報紙和雜誌
China Daily中國日報
Guangzhou Daily廣州日報
Yangcheng Evening News羊城晚報
South China Morning Post南華早報
香港商報
U.S.A.Today今日美國
Times 時代
Newsweek新聞周刊
The Leading Hotel一流酒店
Abbreviations 縮寫
ECO 預走房
VC(vacant clean) 乾淨空房
VD(vacant dirty)臟空房
NNS(no need service) 不需要服務
OOO(out of order)維修房
EXP 預到房
SLO(sleep out) 外宿
EB(extra bed) 加床
Group party 團房
Comp Rm(complimentary room)免費房
OOT(out of the turn)保留房
LSG(long staying guest)長住客
RG(regular guest) 常客
RS(refused service)拒絕服務
GC(general clean)總衛生清潔
DL(double locks) 雙鎖房
L/F（Lost and found） 失物招領
DND（Do Not Disturb） 請勿打擾
VIP（Very important person）貴賓
FIT(Foreign individual traveler)單獨的外國旅遊者
BC(Baby cot) 嬰兒床
D/O（Due out） 預離房間
H．U（House use） 自用房間
Laundry Service洗衣服務
238.Bikini 比基尼
239.Blouse 女衫
240.Express service快速服務
241.Extra change 附加費
242.Fur coat 毛皮大衣
243.Garment 服裝、外衣
244.Handkerchief手帕
245.Ironing 燙平
246.Jacket 短上衣、夾克
247.Jeans 牛仔褲
248.Kimono 和服、晨衣
249.Laundry 洗衣
250.Pajamas 睡衣
251.Quick service快速服務
252.Rate list 價目表
253.Scarft 圍巾
254.Sock(s) 短襪
255.Stocking(s) 長襪
256.Suit 西裝
257.Sweater 毛衣
258.Swimwear 游泳衣
259.T-shirt T恤衫
260.Underwear 內衣褲
261.Uniform 制服
262.Waistcoat 背心
263.Describe 描述
264.Dry–cleaning乾洗
265.Evening dress晚禮服
266.Express dry cleaning快速乾洗
267.deliver 運送
268.Bra 乳罩
269.Braces 褲子弔帶
270.Briefs 三角褲
271.Cloak 斗
272.environmental card環保卡
273.shoe shine basket刷鞋籃
274.glass container棉花球玻璃瓶
Greetings 祝福語
Happy birthday 生日快樂
Happy New Year 新年快樂
Happy Valentine′s Day 情人節快樂
Merry Christmas 聖誕快樂
Happy holidays 假日快樂
Happy Labor Day 勞動節快樂
Happy Mother′s Day 母親節快樂
Happy Father′s Day 父親節快樂
Happy Dragon Boat Festival 端午節快樂
Happy Mid-Autumn Festival 中秋節快樂
Happy National Day 國慶節快樂
Happy Children′s Day 兒童節快樂
Happy Youth′s Day 青年節快樂
Happy Halloween 萬聖節快樂
Happy Thanksgiving 感恩節快樂
（在美國是11月第四個星期四）
Happy New Year′s Eve 除夕快樂
Happy Boxing Day
Addressing 稱謂:
(直接)Mr.先生, Mrs.夫人 Ms. 未婚/已婚, Miss,小姐 sir.先生 madam.先生， gentlemen.先生， ladies.女士,
(間接)the lady with you和你一起的小姐, the gentleman with you和你一起的先生, that lady
Greeting：問好
1.Good morning, sir/madam 早上好，先生/夫人
2.Good afternoon, sir/madam下午好，先生/夫人
3.Good evening, sir/madam晚上好，先生/夫人
4.How are you today, sir?你好嗎，先生！ (回答：Fine 。Thank you. And you?很好。 謝謝，你呢？)
Welcoming歡迎：
1.Welcome to the seele boutique hotel.歡迎光臨中山拾樂酒店
2.Welcome to our restaurant.歡迎光臨我們的餐廳。
3.We』re glad to see you again.我們很高興再次見到你.
Asking/inquiring詢問/徵詢：
1.May I have your name, please? 請問我可以知道你的名字嗎？
2.Your initials, please? 請問你名字的首個字母？
3.May I have your first name? 請問我可以知道你的名字嗎？
4.May I take your order now? 請問你現在可以下單嗎？
5.May I have your room number? 請問你的房號是多少？
6.May I have your signature, sir?…here please. 請簽名，先生？…請簽這兒。
7.May I know I』m talking with?（打電話時用） 請問我需要聯繫誰？
8.May I ask who is next? 請問我下一個該問誰？
9.May I be of service, madam? 請問我可以為你服務嗎，夫人？
10.May I recommend our , sir? 我可以為你推薦 ，先生？
11.May I help you with , madam? 需要幫你 ，夫人？
12.Would you like me to book a for you? 需要我為你訂 ？
13.Would you like to have a cup of tea? 請問你願意喝一杯茶嗎？
14.Would you like me to sit by the window? 請問我可以坐在靠窗邊嗎？
15.Is there anything else I can do for you, madam? 還需要我幫你做別的事嗎？
16.How about a ? 怎麼樣
Expressing good wishes 祝願/祝福：
1.Have a pleasant stay at the NOVOTEL BAIYUN Airport Guangzhou, sir? 願你在廣州諾富特白雲機場大酒店住得愉快！
2.Have a pleasant stay with us, madam. 願你在這兒住得開心！
3.Have a nice day! .Have a good day. 祝你愉快!
4.Have a pleasant evening. 願你有一個愉快的晚上！
5.Have a good weekend! 願你有一個愉快的周末！
6.Enjoy your stay/day. 願你在這兒開心。
7.Happy New Year !新年快樂！
8.Merry Christmas! 聖誕快樂！
9.Happy Birthday！ 生日快樂！
Answers to good wishes對一般祝福的回答：
1.You too, Mr. . 你也是，先生。
2.The same to you, sir/madam. 同樣祝願你，先生/夫人。
Expressing thanks致謝：
1.Thank you. 謝謝！
2.Thank you very much. 非常感謝你！
3.Thank you for telling us. 謝謝你告訴我！
4.Thank you for your compliment. 謝謝你稱讚我。
5.Thank you for coming. 謝謝你的到來。
6.Thank you for calling.謝謝你的來電。
7.Thank you for waiting.謝謝你的等待。
8.Thank you for being so understanding.(得到諒解時用)謝謝你的理解。
9.That』s very kind of you. Thank you very much.你太好了，非常感謝你。
Answers to thanks對致謝的回答：
1.You are welcome.歡迎你。
2.With pleasure.很榮幸。
3.My pleasure.我的榮幸。
4.Thank you.(用升調)謝謝你。
5.Glad to be of service. Please feel free to contact us anytime.很高興為你服務，如果有需要請隨時通知我們。
Apologizing致歉：
1.Excuse me.（打擾客人時）
2.I』m awfully sorry. 我實在很抱歉。
3.I beg your pardon, sir. 請再講一次。
4.Excuse me for interrupting.(不得不打擾客人時) 對不起，打擾一下。
5.Sorry to have bothered you.(打擾客人後) 實在抱歉，打擾你了。
6.I』m very sorry. There could have been a mistake. I do apologize(有投訴時) 我感到非常抱歉由於我們的失誤。
7.I』m sorry. excuse me, I…（中止談話時用) 對不起，我….
8.I』m sorry. I』m being called.(同上) 對不起，我有來電/有人找我。
9.I』m sorry to have kept you waiting, sir.(讓客人久等時用) 對不起，讓你久等。
10.I』m sorry. The house/restaurant is fully booked. 對不起，房間/餐廳額滿了。
11.I』m sorry. We have run out of . 對不起，我們用完了 。
Answers to apology對道歉的回答：
1.That』s all right. 沒關係。
2.It doesn』t matter. 沒關係。
Directing指示:
1.Let me show you. 讓我告訴你。
2.This way, please. 請走這邊。
3.Please dial 「
4.It will be on your right hand side. You won』t miss it. 它在你的右手邊，你一下就會看到它
5.Go straight ahead.
6.Go down to the lobby.
7.Please take the lift to the 3rd floor.
8.Turn left/right at the first corner.
Arousing attention提示：
a) Here you are.(遞東西時)
b) Here we are.(到達目的地時)
c) There comes the taxi.(有的士來時)
d) There he is.(發現要找的人時)
e) Be aware of the ceiling, sir.
Reassuring表示安慰：
f) Don』t worry, madam. We』ll see to it.
g) I』ll look into the matter.
h) I』ll be with you in a moment.
i) There is no hurry, sir. Take your time.
j) It won』t be too long, sir.
k) Please take you time, madam.
l) We』ll let you know as soon as there is any available.
m) I』ll report it to my manager.
Willing to serve表示樂意效勞：
n) Very good, sir. I』ll be glad to help.
o) Certainly, madam. I』ll be happy to do it.
p) Yes, I will.
q) Yes, certainly, just leave it to us, sir.
r) Glad to be of service. Please feel free to contact us anytime.
s) My name is , if there is anything I can do for you, just let me know.
Declining表示委婉:
t) I』m afraid such information is confidential.
u) That』s very kind of you, but mo, thank you.
v) That won』t be necessary, sir, but thank you all the same.
w) I』m afraid we can』t do that.
Positive answers肯定答覆：
x) Certainly，sir, I will bring it to you right away.
y) We do have available.
Uncertain answers未肯定時的答覆：
z) I』m sorry I can not guarantee, but I』ll do my best.
aa) I am sorry, madam, I am not sure, but I will ask my manager/the chef about it for you.
bb) If you wait a moment, sir, I will try to find out.
Negative answers否定的答覆：
cc) I』m sorry, there is no discount.
dd) I』m sorry, madam, I』m afraid we don』t have any available.
Expressing happiness表示高興：
ee) My pleasure. I』m happy everything was to your satisfaction.
ff) I am glad to heat that.
Expressing pity表示遺憾：
gg) I am sorry to heat that.
hh) It』s a great pity.
Expressing concern表示關懷：
ii) Did you have a nice trip?
jj) Are you all right, sir?
kk) I hope you did not hurt yourself.
ll) Would you like to see the doctor?
mm) I hope you feel better now.
Being modest表示謙讓：
nn) After you, sir.
oo) You first, sir.
Asking for a pass請讓路：
pp) Excuse me, please.
qq) May I come through, please?
Agreeing表示同意：
rr) That』s true.
ss) Absolutely, sir.
tt) Exactly, sir.
Disagreeing表示不同意：
uu) Not really. It』s good value for the price.
Understanding表示明白：
vv) Yes, I see, sir.
Not understanding表示不明白：
ww) Could you speak slowly, please?
xx) I am sorry, I don』t quite understand. Should I get the manage?
yy) Pardon?（用升調）
Saying good-bye告別語：
1.Good-bye, and have a nice trip.
2.Thank you for coming.
3.Sorry, I have to go. Nice talking with you.
zz) We all look forward to serving you again.
aaa)Hope you enjoyed staying with us.
IIInesses 客人突發病症
Fever 發燒
Cold 感冒
Allergy 過敏
Cough 咳嗽
Headache 頭痛
Stomachache 腹痛
Diarrhea 腹瀉
Vomiting 嘔吐
Nausea 作嘔
Giddiness 頭暈
Bleeding 淤血
Bruise 淤腫
Sprain 扭傷
Scratch 抓痕
Cut 割傷
Daily Vocabulary in Housekeeping 客房日常用語
Offer Make-up Room 打掃房間
·Housekeeping, may I come in?
客房部，我可以進來嗎？
·I am sorry to disturb you ,but we would like to clean the room. May we do it now?
對不起，打擾您。我們想打掃房間，現在可以嗎？
·What would it be convenient, sir?
什麼時候方便呢？
·Excuse me, may I come through, please, sir/madam?
對不起，先生/女士，我可以進去嗎？
·We always service rooms early on requested.
如果客人要求，我們可以提前打掃房間。
·Because we need to prepare rooms for sale by Front Office by noon time.
因為我們需要中午前準備好房間給前台賣。
·I do hope you are enjoying your stay here.
我衷心希望你們在這裡住的愉快。
·Shall I come back later, sir?
先生，要我等會兒再來嗎？
·What time would you better for you?
您什麼時間更合適呢？
·You can call the housekeeping when you want your room done.
當您需要清理房間時，可以打電話給管家部。
·May I vacuum the room now?
我可以吸塵嗎？
·May I tidy up your desk?
我幫您整理一下書桌好嗎？
·May I move the things on your desk so that I can dust it?
為了清潔書桌，我可以移動您桌子上的物品嗎？
Turn Down Service 開床服務
·Turn down service ,may I come in?
開床服務，可以進來嗎？
·Would it be convenient if I return at 9:45(nine forty-five).
我9：45再回來好嗎？
·Certainly, Mr/Mrs XXX, but I will have to contact the Front Office ,because I can not do this without the authority of Front Office. It is the hotel regulations.
好的，XX女士，但我需要聯繫前台，因為沒有他們的同意，我是不可以給您加床的。這是酒店的規定。
·I will send someone to your room with a clothes hangers straight away.
我馬上就派人將衣架送去您房間。
·And I will give you a call after I contact the Front Office about the rollaway.
我跟前台聯繫好加床後就給您電話。
·Certainly sir, I will send someone with a table right away. Anything else I can do for you。
好的，先生。我這就叫人把椅子送去，還有別的東西需要嗎？
·Is there are anything else I can do for you?
還有別的什麼嗎？
Maintenance Service維修服務
·Housekeeping, did you ring for service?
客房部，您需要服務嗎？
·The light in the room is too dim, please give me a brighter one.
房間里的燈光太暗了，請給我一盞光亮點的。
·Certainly, sir I will be back right away.(I will be right back)
好的，先生，我馬上就回來。
·Excuse me, do you mind if I move your things?
對不起，我挪一下你的東西可以嗎？
·Oh, no, go ahead.
好的
·How′s the light now.
現在可以了嗎？
·It′s much better. 好多了
·Don′t worry, put up 「Do Not Disturb」 Sign, and if I see it, I won′t knock again.
不用擔心，掛上「請勿打擾」牌，如我們看見，就不會在敲門了，
·Then we don′t get a turn down?
那我們就沒有開床服務了。
·I′ll let the overnight staff know. They will come in when you remove the sign.
我會通知深夜班的同事，如您把牌子取走，他們就會來的。
·Good night, sir ,do have a please evening.
晚安，先生，祝您有一個愉快的晚上。
·There seems to be something wrong with the toilet.
廁所好像有點問題。
·We will send someone up immediately .What′s your room number please?
我們馬上就派人來請問您的房間號碼。
·May I come in?…What′s the trouble(What′s wrong?/What seems to be the trouble?)
我可以進來嗎？有什麼問題（出了什麼毛病了）
·The toilet doesn』t flush.
廁所沖不了水。
·Let me see. 讓我看看。
·It′s all right now, you may try it.
現在好了您可以試一下。
·Is there anything to be repaired?
有什麼要修的嗎？
·The water tap drips all night long. I can hardly get any sleep.
水龍頭的水滴了一整晚，令我無法入睡。
·I am sorry ,madam, some parts need to be replaced. I′ll be back soon.
對不起，太太，有些零件要更換了，我這就回來。
·If you need anything else, please let us know.
如果您再需要別的請告訴我們。
·Is there are anything else I can do for you?
還有其它事能為您做嗎？
·Anything else I can get for you?
您還要我幫您拿什麼東西嗎？
Room Service客房送餐
·Would you bring me some breakfast please?
你可以送我些早餐嗎？
·Certainly, sir/madam, I′ll call the Room Service for you.
可以的，先生/女士，我幫您致電送餐部。
·Good morning, Ms Brown, my name is Zhang. Here′s the continental breakfast you ordered.
早上好，Brown女士，我叫張XX，這是您的歐陸式早餐。
·Good, put it on the table, please.
好，請放在桌子上。
·Shall I pour you some coffee now?
我現在幫您斟咖啡嗎？
·You are welcome./My pleasure.
不用謝
·Would you like to have something else besides the continental breakfast?
除了歐陸式早餐，您還要點別的嗎？
Damage Hotel Property損害酒店物品、財產
·You have broken the glass…Have you hurt yourself?
您打破了杯子，有傷著嗎？
·According to our hotel regulations, anyone who breaks the glass will have to pay for it.
根據酒店的規定，打破杯子是要賠錢的。
·The people next door are very noisy.
隔壁的人很噪。
·I am sorry (about it)to hear it.
對此我很抱歉
·I will take care of it personally.
我會去親自處理
Handling Trouble處理麻煩事
·I am running out of ice cubs, can you get me some one?
我的冰粒快用完了，可以給我一些嗎？
·Certainly , ma′am, anything else I can get for you?
好的，女士，還需要別的東西嗎？
·Can you turn the air-conditioning off?
可以把空調關一下嗎？
·The air-conditioning is already off.
空調已經是關的了。
·May be I′m getting a cold.
可能我要感冒了。
·Would you like to have a extra quilt?
你需要加一張棉被嗎？
·Can you get me some hot water too, I think I′d need to take some medicine.
可以給我些熱水嗎？我想我需要吃些葯。
·Certainly, ma′am, I will be back.
好的，我這就拿來。
·Here′s your quilt and hot water please, anything else?
這是您要的棉被和開水，還有別的需要嗎？
Laundry service 洗衣服務
·I′d like to know about your laundry service hours.
我想知道你們洗衣服務的時間。
·If your laundry is received before am, we will deliver it to your room by pm
the same day.
如果您的洗衣在 點前送來，我們會在當天 點前送回您的房間。
·If we received your laundry after 5:00pm, we will get it back to you by noon the next day.
如果您的洗衣在下午5點後送來，我們會在第二天中午前送回。
·What′s your rate? 你們如何收費呢？
·The laundry price is in the laundry holder in your wardrobe.
洗衣（收費）單在您衣櫃里的洗衣掛袋裡。
·Would you please send someone to Room 604 to pick up some laundry for me?
你可以派人來604房幫我收洗衣嗎？
·Certainly, sir, the room maid will be there in a few minutes.
好的，服務員幾分鐘內就來。
·I have some shirts to be washed.
我有些襯衣要洗。
·When do you need them, sir?
您什麼時候要回衣服呢？
·Not straight away. 不用馬上
·Could you fill out the laundry form, please?
你可以填一下洗衣單嗎？
·No starch, I understand ,sir.
不上漿，我明白了。
·I am sorry, ma′am, we can not launder embroidered items.
對不起，女士。我們不能洗繡花的衣服。
·We can not take responsible for the damage.
如有任何損壞我們不能負責。
·I am sorry, ma′am , but we do not have the special equipment necessary.
對不起，我們沒有所需的特種設備。
·I am very sorry we could not help you, ma′am.
對不起，幫不到你。
·Do you have a mending service for clothes?
你們有縫補服務嗎？
·We can mend the seam, but not a hole.
我們可以縫補，但不能補洞。
·We will do our best to remove the stain, but we can mot guarantee the result.
我們會儘力去掉污跡，但不能保證效果。
·I am not sure, sir, but I will check with the laundry and let you know.
我不敢肯定，先生，但我會去問一下洗衣房然後告訴您。
·Could you buy a replacement here and give us the receipt?
您能在這裡買回一件，然後把收據交給我們嗎？
·We will refund cost of the laundry and the new sweater.
我們會賠償您的洗衣費和買新衣服（毛衣）的價錢。
·Could you buy a replacement in your home country and send us the receipt?
您能回國後再買一件，然後把收據寄給我們嗎？
·We will send you a bank draft the amount.
我們會按全額寄給您一張匯票。
·Could you fill out this form with your name and forwarding addressing?
您能否填寫這表及您將要去的地方的地址嗎？
·The maid delivered some laundry to my room, but it′s not mine.
服務員把衣服送來我房間，但不是我的。
·I am sorry, sir ,what′s your room number, please?…I will send someone immediately.
對不起，先生。您的房間號碼是？我馬上派人來。
·I′ve brought your laundry, is this yours, sir?
我送來了洗衣是您的嗎？
·May I have the misbelieved item sir?
我可以把送錯的洗衣取走嗎？
·Thank you, we are very sorry of the inconvenience.
謝謝，我們對不便之處深感抱歉。
·I am afraid it』s too late for today』s laundry.
現在恐怕已過了今天的洗衣時間。
·The laundry forms and bags are in the top right-hand desk drawer.
洗衣袋和洗衣單在寫字檯的右邊第一個抽屜里。
·Pleas fill in the laundry form.
請填寫洗衣單。
·We will deliver it to your room by tomorrow noon.
我們會在明天中午前送到您房間。
·We have a two hour express service.
我們有兩個小時的快洗服務。
·There is an extra charge of 50％ four express service.
快洗服務需加收50％的附加費。
·We can deliver it within 4 hours at a 50％ extra charge.
我們可以在四小時內送回，但要增收50％的費用。
·There is a small problem with your laundry.
您要送洗的衣物有點小問題。
·The items in your bag don』t match up with the items on the laundry list.
洗衣袋裡的衣物和洗衣單上登記不符。
·There should be three T-shirt in your bag, but there are only two.
您的洗衣袋裡應該有三件T恤，但是這裡只有兩件。
·We will bring it up to you as soon as we find it.
一旦找到了您的衣物，我們會儘快送還給您。
·We will take it back and clean it again.
我們會重新再洗一次。
The Maintenance Department工程維修
·There is a terrible smell in my bathroom.
我的衛生間里有一股特別難聞的氣味。
·My toilet is clogged/blocked up.
我的抽水馬桶堵住了。
·My toilet overflowed.
我的抽水馬桶往外溢水。
·My sink/ceiling is leaking.
我的浴盆/天花板漏水。
·One of my drawers is stuck. I can』t get it open.
我的抽屜卡住了，打不開。
·My curtains are stuck. I can』t open/close them.
我的窗帘卡住了，打不開/拉不上。
·I will ask the Maintenance Department to look into it at once.
我馬上叫工程部派人來檢查。
·I will have someone fix them for you right away.
我馬上派人給您修理。
·It takes time to repair. I am afraid you have to change to another room.
修理需要時間，恐怕您得換個房間了。
·We have arranged a room on the 5th Floor for you, a bellboy will help you with your luggage.
我在5樓給您安排了另一個房間，行李員會幫您拿行李過去。
Baby-sitting service托嬰服務
·My husband and I want to go out this evening. Can you look after the baby for us?
我和我丈夫今晚要出去，你能幫我照看一下我們的小孩嗎？
·I am afraid I can』t do that, it』s against our hotel』s regulations.
恐怕不行，這是違反我們酒店規定的
·The attendants are not allowed to look after children while they』re on duty.
服務員是不允許在值班的時候照看小孩的。
·May I suggest you the baby-sitting service of our department?
我可以向您推薦我們酒店的托嬰服務嗎？
·There are some experienced babysitters in the Baby-sitting Center.
托兒中心有一些經驗豐富的保姆。
·The baby-sitting service charges is 80 Yuan per hour, with a minimum of 4 hours.
托兒服務每小時收費80元，最低從4小時開始計算。
·The Baby –sitting Center is run by the Housekeeping Department. Please dial telephone number「6」,and they will tell you the terms and send up a confirmation form.
托兒中心是由客房服務部管理的。請撥電話號碼「
Other Useful Vocabulary其它日常用語
·How are you today, sir?
你今天好嗎？先生。
·How may I help you?
我可以幫你忙嗎？
·My name is…, call me anytime.
我的名字是XX，請隨時找我。
·I′m very glad to be of service.
我十分樂意為您效勞。
·Sorry to have kept you waiting.
令您等候真抱歉。
·May I take up a few moments of your time?
我可以佔用你一會兒時間嗎？
·I′m sorry ,I don』t understand.
對不起，我不明白。
·Please come this way sir/madam.
先生/夫人，請這兒走。
·I』m sorry, sir/madam. I』ll look into the mater at once.
我很抱歉，先生/夫人，我馬上去查清情況。
·I am terribly sorry. There could have been some mistake, I do apologize.
我非常抱歉，可能出了差錯，確實很對不起。
·I am sorry to hear that.
聽到這事很遺憾。
·I will take care of it personally.
我會親自去解決這件事。
·Anything else？
還有其它事嗎？
·You are welcome.
請別客氣。
·I hope you enjoyed your stay with us.
希望你在我們這裡過得愉快。
·Podium Floor
群樓
·May I come in?
可以進來嗎？
·I am sorry to disturb you, sir.
先生，對不起，打擾您了。
·I bay your pardon. I don』t understand.
請原諒，我不明白。
·I will be back right away.
我馬上回來。
·It doesn』t matter.
沒關係。
·Don』t worry. Put out a 「Do Not Disturb」 sign, and I see it, I won』t knock again.
沒關係，請將「請勿打擾」的牌子掛在門上，我就不敲門了。
·We』ll check into it.
我們去查閱一下。
·Nice to see you again.
很高興再次見到您。
·Just a moment, please.
請稍等片刻。
Dialogue對話1
A：Hello，Madam. Welcome to (Novotel Baiyun airport
服務員：夫人您好，歡迎光臨諾富特白雲機場大酒店，很高興再次見到您。您今天過得好嗎？
G：Fine, thank you.
客人：很好，謝謝。
A: I hope you have a pleasant stay with us again.
服務員：希望您在本酒店再次入住愉快。
G: Thanks, me too!
客人：謝謝，我也希望如此。
Dialogue對話2
The guest is leaving the hotel.客人要離店了。
A: Hello Mrs. Smith. I understand you are returning home. Thank you for staying with us.
服務員： 你好，史密斯太太。我知道您要回家了。感謝您入住我們的酒店。
G: Thank you. I have had a pleasant trip.
客人：謝謝。我的旅途很愉快。
A: I am glad to hear that you have had a good time. We look forward to seeing you again.
服務員:很高興你過得愉快。我們期待再次見到您。
Dialogue對話3
G：I wanted to let you know that there is some water on the floor over there.
客人：我想告訴你那邊的地板上有水。
A: Thank you for bringing this to my attention. I will take care of it right away. We really appreciate your assistance.
服務員：謝謝您告訴我們此事。我會馬上解決。非常感謝您的幫助。
G: You are welcome.
客人：不用謝。
Dialogue對話4
A: Good afternoon Sir. How may I help you?
客房服務員：早上好先生我能為您提供什麼幫助嗎？
G: Yes, I am looking for my friend Mr. Stevens. Has he checked in yet?
客人：我正在找我的朋友
A: I am not sure but the front desk will be able to assist you.
服務員：我不太確定，但是前台會協助您。
G: Thanks.
客人：謝謝。
A: You』re welcome.
服務員：不客氣。
Dialogue對話5
R: Housekeeping. May I come in?
服務員：客房部。可以進來嗎？
G: Come in, please.
客人：請進。
R: Good evening, ma』am. May I do your room now?
服務員：晚上好，女士。請問現在可以幫您搞衛生嗎？
G: Sure. Could you tidy up the bathroom first? I』ve just taken a bath, and it』s quite a mess.
客人：好的。你可以先清潔衛生間嗎？我剛剛洗了個澡，裡面有點亂。
R: Certainly, ma』am.
服務員：當然可以，女士。
R: Is there anything else I can do for you, ma』am?
服務員：小姐請問還有什麼需要幫忙的嗎？
G: Oh yes, where can I borrow a hair-dryer?
客人：對了，我需要借一個吹風機。
R: I will send one up right away.
服務員：我馬上派人拿給你。
G: Thank you, you』ve been very helpful.
客人：謝謝你的幫助。
R: You』re welcome. Good night, ma』am. Have nice dream.
服務員：不用客氣。晚安，小姐。做個好夢。
Dialogue對話6
G: I have a bad stomachache; maybe I had too much seafood.
客人：我現在有些胃痛，可能是我吃了一些海鮮。
R: Shall I call a doctor for you?
服務員：我馬上幫你通知醫生好嗎？
G: Yes, please do and make it quick!
客人：好的，請快點！
R: Right away, sir. May I have your room number, please?
服務員：先生，馬上就到。請問您的房號是多少？
G: Room501.
客：501房。
R: I see, sir. Before the doctor』s arrival, is there anything else I can do for you?
服務員：我知道了，先生。在醫生到達之前請問還有什麼需要幫您的嗎？
G: No, thanks.
客：不用了，謝謝。
Dialogue對話7
R: Housekeeping. May I collect your laundry?
服務員：客房部。請問您有洗衣要收嗎？
G: Yes, it』s in the laundry bag.
客：是的，在洗衣袋裡。
R: Thank you, ma』am. Is the laundry form in the bag?
服務員：謝謝你，小姐。請問洗衣單在裡面嗎？
G: Yes. By the way, how long does it take for dry-cleaning?
客：是的。順便問一下，乾洗什麼時候能送回？
R: It usually takes two days.
服務員：通常是兩天。
G: Oh, dear. We』re leaving tomorrow.
客：哦，我明天就要離開了。
R: If you are in a hurry, we have a two-hour quick service with an extra charge of 50％.
服務員：如果您著急的話，我們有兩個小時的快洗服務，不過要加收50％的附加費。
G: Well， if that』s the case…
客：太好了，
前廳用語
1、Have you a reservation?
您預定過了嗎？
2、May I know your name and room number?
您能告訴我您的名字與房間號嗎？
3、Here is your room key.
給您房間鑰匙。
4、Please pay at the cashier"s desk over there.
請去那邊帳台付款。
5、Are these your baggage?
這些是您的行李嗎？
May I take them for you?
我來幫您拿好嗎？
6、Housekeeping, may I come in?
客房服務員，我可以進來嗎？
7、Leave your laundry in the laundry bag behind the bathroom door.
請把要洗的東西放在浴室門後的洗衣袋中。
8、I hope I"m not disturbing you.
我希望沒有打擾您。
9、One moment, madam. I"ll bring them to you right away.
等一會兒，夫人。我馬上送來。
10、I"ll send for an electrician( doctor...)
我給您請電工（大夫……）。
餐飲部：
11、Sit down, please. Here is the menu.
請坐，給您菜單，先生。
May I take your order, sir?
您要點菜嗎？
12、What would you like to have, coffee or tea?
您要喝咖啡還是茶？
13、Would you like to have any wine with you dinner?
您用餐時要喝點酒嗎？
14、Service hours are: 7:
（餐廳）供應時間是：早餐7點到9點。午餐11點半到1點半。晚餐6點半到8點半。
15、Here is the bill. Please sign it.
這是您的賬單，請簽字。
預訂酒店英語
（開房必備）
Dialogue Aa:Good morning.Hilton Hotel. May I help you?b:Good morning.Have you got any vacancies for the nights of 12th and 13th.I"d like to make a reservation for the two nights
a:All right .Single or double-room?b:Double-room please.
a:Yes.we have a double -room available.b:Is that with or without bath?
a:It"s a room with shower and toilet ,sir.b:That sounds fine. Is there an air conditioner?a:Yes,but of course.
b:How much will it be for one night?a:Let me see.A double-room $800 per night.
b:Does that include breakfast?a:Yes.that includes a continental breakfast and a morning newspaper.
b:Do you accept VISA?a:Yes, we do, what time will yo be arriving?
b:I should be there aroud 5:30 p.m on the 12th.a:Ok, sir ,Could I take your name and contact number, please?b:Yes,It"s John Smith.It"s
a:Could you spell that, please?b:J-o-h-s-m-i-t-h.a:John Smith. double-room with bath and air conditioner for the nights of 12th and 13th.
b:That"s right.Thank you.a:Thank you sir. Good-bye.
Hotel英語辭彙大全
information desk 問訊處
reception office 接待室
hotel register 旅客登記簿 registration form 登記表
newsstand 售報處
postal service 郵局服務處 shop 小賣部
bar 酒吧間
lounge 休息廳billiard-room 球房 dining-room, dining hall 餐廳 men"s room 男盥洗室 ladies" room 女盥洗室 cloak-room 存衣處 basement 地下室
cellar 地窖 broom closet 雜物室
room number 房間號碼 room key 房間鑰匙
suite 一套房間 single room 單人房間
double room 雙人房間 sitting-room, living-room 起居室 sofa, settee 長沙發
easy chair 安樂椅
armchair 扶手椅
wicker chair 藤椅 folding chair 疊椅
swivel chair 轉椅
rocking chair 搖椅
rent 租金
roof garden 屋頂花園
stool 凳子
bench 條凳
tea table 茶几
desk 書桌
bookcase 書櫥
bookshelf 書架
wardrobe 衣櫃
built-in wardrobe, closet 壁櫥
chest of drawers 五斗櫥 screen 屏風
hat rack 帽架
rug 小地毯
carpet 大地毯
single bed 單人床
double bed 雙人床
twin beds 成對床
mattress 褥子
quilt 被子
blanket 毯子
sheet 床單
bedspread 床罩
cotton terry blanket 毛巾被
pillow 枕頭
pillow case 枕套 mat 席子
cushion 墊子
bathroom 浴室
bath tub 浴盆
shower bath, shower 淋浴
cold and hot water taps 冷熱自來水龍頭
sprinkle-nozzle, (shower) nozzle 噴頭
dressing table 梳妝台
mirror 鏡子
washbasin 洗臉盆
towel 毛巾
toilet, lavatory, washroom 衛生間
water closet, W.C. 廁所；抽水馬桶
toilet roll, toilet paper 衛生紙
bath towel 浴巾
bathrobe 浴衣 towel rail, towel rack 毛巾架
sponge 海綿
waste-paper basket 廢紙簍
thermometer 溫度計
balcony 陽台
sash window 上下開關窗
shutters 百葉窗
transom, transom window 氣窗
curtain 窗帘
lace curtain 挑花窗帘
windowsill 窗檯
air-conditioned 有空調設備的
radiator 暖氣片
central heating 暖氣 ashtray 煙灰碟
smoking set 煙具
electric fan 電扇
chandelier, pendant lamp 吊燈
fluorescent lamp 日光燈
desk lamp 檯燈
bedside lamp 床頭燈
floor lamp 落地燈
wall lamp 壁燈
lampshade 燈罩
bulb holder 燈頭
bulb 燈泡
screw-type bulb 羅口燈泡
bayonet-type bulb 卡口燈泡
frosted bulb 磨砂燈泡 opal bulb, opaque bulb 乳白燈泡
switch 開關
socket 插座
plug 插頭
telephone 電話
electric iron 電熨斗
peg, hook 衣鉤
clothes-hanger 衣架 door-mat 門前的擦鞋棕墊
manager 經理
attendant 服務員
desk clerk 值班服務員
waiter （餐廳）服務員
waitress （餐廳）女服務員
bill 賬單
餐廳點餐英語用語
點菜就餐的次序：找桌子 看菜單 點菜 付錢 離開
Have you got a table for two, please?請問您有兩個人的桌子嗎？Have you booked a table? 您預定餐桌了嗎？
Have you made a reservation? 您預定了嗎？
smoking or non-smoking? 吸煙區還是非吸煙區？
Would you like something to drink? 您想喝什麼？
Would you like to see the menu? 您需要看菜單嗎？
Language Notes三言兩語
點菜就餐的典型次序是：找一張桌子坐下－看菜單－點菜－付錢－離開。英語語言的表達基本上也是依照次順序。「訂餐」在英文中有兩種說法，即to book a table和make a reservation．在英國以及在其它很多國家，餐廳一般劃分為吸煙區和非吸煙區。一進餐廳，服務員會主動徵詢客人的意見，然後引領客人前往所選擇的區域就餐。
打攪一下，我能看看菜單嗎？expression表達
Excuse me, could I see the menu, please?打攪一下，我能看看菜單嗎？
Are you ready to order?您現在可以點餐嗎？
first course/stasrters第一道菜／開胃菜
maincourse 主菜 dessert 甜食
Could I have the bill, please?請拿賬單來，好嗎？
How would you like to pay?請問您怎樣付款？
在西餐廳就餐，菜單一般由三類不同的菜別組成。the first course或者starters是指第一道菜，往往是湯、一小碟色拉或其它小吃。第二道菜是主菜，fish and chips是魚和炸土豆條，它同「roast beef and york shir pudding——牛肉布丁」、「shepherd spie——牧羊人的餡餅」一樣，都是典型的英國傳統菜肴。最後一道是甜食——或冷或熱，但都是甜的。西方飲食習慣是先吃鹹的，後吃甜的。西餐菜單名目繁多，有時不易讀懂。遇到這種情況，可以請服務員解釋一下。
餐廳里的對話
Conversation In A Restaurant
Hugh is ordering a meal in a restauranta few moments later
Emma: one sparkling water
Hugh: Thanks very muchEmma:Are you ready to order?
Hugh: Yeah I think I am actually. Could I just have the soup to start please.
Emma: That"s minestrone, is that all right sir?
Hugh: Yeah, that"s fine, and for the main course could I have the chicken please?
Emma: Chicken.
Hugh: And just some vegetables and some boiled potatoes please
Emma: Boiled potatoes, OK?
Hugh: Thanks very much.
Emma: OK.餐廳里的對話
休正在餐廳點餐（過了一會兒） 埃瑪：一份帶汽的礦泉水。 休：謝謝！ 埃瑪：您現在可以點菜嗎？ 休：是的，可以。請先給我來一份例湯，好嗎——今日的例湯是什麼？ 埃瑪：是義大利蔬菜湯，可 以嗎？ 休：可以。好的…… 至 於主菜，請給我一份雞肉，好嗎？ 埃瑪：……雞肉…… 休：再來一點蔬菜和煮土豆。 埃瑪：……煮土豆。好的。 休：謝謝！ 埃瑪：好的。
習慣銷售用語
1、What kind of rooms(foods) would you like to have?
您需要什麼樣的房間（吃什麼樣的菜）？
2、Here is a brochure of our hotel and tariff.
這是介紹我們飯店的小冊子和價目表。
3、We"ll give you a 10%(ten percent ) discount.
我們給您九折優惠。
4、We"ll offer tour guides complimentary breakfasts.
我們給陪同提供免費早餐。
5、We accept your terms.
我們接受您的條件。
6、May I introduce myself?
讓我介紹我自己。
7、May I present you a litter souvenir?
請接受我們的一點小紀念品。
8、Let"s drink to our friendship!
為我們的友誼乾杯！
9、Let me propose a toast to the health of our guests!
建議為在座客人的健康乾杯！
10、Cheers!(Bottoms!)
乾杯！
11、How do you like Chinese food?
您喜歡中國菜嗎？
12、What do you think of our service?
您對我們的服務有什麼意見？
13、Thank you for your comments(compliment, suggestions).
謝謝您給我們提的意見（讚揚、建議）。
14、I"m afraid it"s against the hotel"s regulations.
這是違反飯店規章制度的。
15、In our hotel we don"t accept tips.
我們飯店是不收小費的。
It"s our pleasure to serve our guests well.
我們為能為客人服務好而感到高興。
Thank you all the same.
然而，還是要謝謝您。
16、I"m afraid you"ll have to pay for the damage.
您必須賠償。
17、Thank you for telling us about it.
謝謝您告訴我們
I"ll look into the mater right away.
我馬上去處理這件事情。
18、I assure you it wont happen again.
我保證此類事情不會再發生。
19、Please don"t worry, sir (madam)
先生（夫人），請不必擔心。
I will send someone up to your room right away.
我馬上派人到你的房間去。
20、I can"t guarantee anything, but I"ll try my best.
我不能保證，但我會儘力而為。
21、What can I show you.
您要買什麼？
22、How do you like this fashion (color, size, design )?
您喜歡這種款式（顏色、尺寸、圖案）嗎？
23、The extra large size of this color is out of stock.
這種顏色的特大號已經賣完了。
Please try us again tomorrow.
請明天再來看看。
24、They are altogether 175(one hundred and seventy-five) Yuan.
共計175元。
You may pay in cash or with credit card.
您可以付現金也可以用信用卡。
25、You have made a good choice, you have very good taste.
您真會買東西，眼力真好。
徵詢和指路用語
1、Can(May)I help you?
我能幫您什麼嗎？
Yes, please.
好的。
2、What can I do for you.
我能為您干點什麼？
3、Is there anything I can do for you?
有什麼能為您效勞的?
4、Just a moment, please.
請稍等一下。
5、May I use your phone?
我能借用您的電話嗎？
Certainly.
當然可以。
Yes, of course.
當然可以。
6、Go upstairs/downstairs.
上樓/下樓。
7、It"s on the second (third) floor.
在二（三）樓。
8、Excuse me.
對不起。
Where is the washroom (restroom, elevator)?
請問盥洗室（休息室、電梯）在哪兒？
This way, please.
請這邊走
Turn left /right.
往左轉/右轉。
9、It"s in the lobby near the main entrance.
在大廳靠近大門。
10、It"s in the basement at the end of the corridor.
在地下室走廊盡頭。
習慣祝賀用語
1、Congratulations!
祝賀您！
2、Happy birthday!
生日快樂！
3、Happy new year!
新年快樂！
4、Merry Christmas!
聖誕快樂！
5、Have a nice holiday!
假日快樂
6、Wish you every success!
祝您成功！
答謝和答應語:
7、Thank you (very much).
謝謝您（非常感謝）。
8、Thank you for your advice (information, help)
感謝您的忠告（信息、幫助）。
9、It"s very kind of you.
謝謝，您真客氣。
10、You are welcome.
不用謝。
11、Not at all.
不用謝。
Don"t mention it.
不用謝。
12、It"s my pleasure.
非常高興為您服務。
(With pleasure.)
(My pleasure.)
13、I am glad at your service.
樂意為您效勞。
14、Thank you for staying in our hotel.
感謝您在我們酒店下榻。
15、I"m sorry.
很抱歉。
16、Excuse me.
對不起。
17、I"m sorry, It"s my fault.
很抱歉。那是我的過錯。
18、Sorry to have kept you waiting.
對不起，讓您久等了。
19、Sorry to interrupt you.
對不起，打擾您了。
20、I"m sorry about this.
對此表示抱歉。
21、I apologize for this.
我為此道歉。
22、That"s all right.
沒關係。
23、Let"s forget it.
算了吧。
歡迎、問候用語
1、Good morning(afternoon, evening), sir(madam)
早上（下午、晚上）好，先生（夫人）。
2、How do you do?
您好！（初次見面）
Glad to meet you.
很高興見到您。
3、How are you?
您好嗎？
Fine, thanks. And you?
很好，謝謝。您好嗎？
4、Welcome to our hotel (restaurant, shop).
歡迎到我們賓館（餐廳、商店）來。
5、Wish you a most pleasant stay in our hotel.
願您在我們賓館過得愉快。
6、I hope you will enjoy your stay with us.
希望您在我們賓館過得愉快。（客人剛入店時）
I hope you are enjoying your stay with us.
希望您在我們賓館過得愉快。（客人在飯店逗留期間）
I hope you have enjoyed your stay with us.
希望您在我們賓館過得愉快。（客人離店時）
7、Have a good time!
祝您過得愉快！
8、***hotel, front desk. Can I help you?
***飯店，前廳。您找誰？
9、Sorry, I"ve dialed the wrong number.
對不起，我撥錯號了。
10、May I speak to your general manager?
能和你們總經理說話嗎？
Speaking.
我就是。
11、Sorry, he is not in at the moment.
對不起，他現在不在。
Would you like to leave a message?
您要留口信嗎？
12、Pardon.
對不起，請再說一遍，好嗎？
I beg your pardon.
對不起，請再說一遍，好嗎？
住宿篇辭彙
前台：
company 陪伴，同伴 single room 單人房 double room 雙人房 intend 想要，打算 party （參加共同活動的）一批，一組，一組人 date 日期，日子 kind 種，類 bath 浴室 shower 淋浴 suite （一套）房間 deluxe 豪華的 presidential 總統的，總統職務的 available 可用的，合用的，可得到的，可到達的 fully 完全地，徹底地 name 名字，姓，姓名，名稱 address 地址 the phone number 電話號碼 be able to 能，會 guarantee 保證，擔保，包，管 occupancy 佔有，佔用 peak 最高的，高峰的 arrival 到來，到達 departure 啟程，離開，出發 book 預定，定 hotel 旅館 offer 提出，提供 discount 折扣 vacancy 空，空房間 solid 全部地 be full up 全滿 include 包括，包含 major 較大範圍的，主要的 international 國際的，世界的 provide with 提供 mini-bar 小冰櫃 sort 種類，類別 price 價格，價錢 dollar 美元 service 服務，服侍 of course 當然 rate 價格，費用 tax extra 另加稅金 look forward to 期待，希望 receive 接待，接見，歡迎 guest 旅客，宿客 welcome to 歡迎到來 bellboy 行李員，旅客服務員 madam 夫人，女士，太太 trip 旅行，旅程 take care of管理，照看 baggage 行李， carry 運送，手提 suitcase 手提箱，衣箱 show 帶領，指引，給 看 lead 帶領，引領，領路 give sb.a hand幫...的忙 allow 允許，准許 wish 願，希望 pleasant 令人愉快的，舒適的 enjoy 享受 a good time 快樂時光 pleasure 快樂，愉快，高興 not at all 不用謝，沒關係 mention 提及，提到 registration登記，註冊 at one"s service 為...服務 behind 在後面，在...背後 remember 記住，記得 return 送還，還歸 firmly 穩固地 go to bed 上床睡覺 check 檢查，核對 list 名單，一覽表 fill to 填寫 form 表格 have a look 看一看 passport 護照 mind 介意，反對 fill out 填寫 prepare 準備，預備 key card 出入證 seat 座位 file 檔案 identification身分的證明 straight 馬上，立刻 separately 單獨地 opposite 在...的對面 gift 禮品，禮物 elevator [美]電梯 directly 直接地 straight 筆直的 traffic 交通 distance 直接地 intersection 交叉點，十字路口 suggest 建議，提出（意見，計劃）等 popular 受歡迎的，大眾（或某種人）喜愛的 tourist 旅行者，遊覽者，觀光者 famous 著名的，出名的 tourist attraction 旅遊勝地 history 歷史 direction 方向，方位 well-known 出名的，眾所周知的 scene 景色，景象 attractive 有吸引人的，引起興趣的 interest 興趣 dynasty 王朝，朝代 classical 古典的 architecture建築風格 exquisite 精緻的，精巧的 artistic value 藝術價值 chance 機會 feast one"s eyes讓某人一包眼福 typical 典型的，代表性的 pearl 珍珠 The Jade Buddha Temple 玉佛寺 what"s more 另外 construction建造，構造，結構 magnificent 壯麗的，宏偉的 enjoy 欣賞，喜愛 stamp 郵票 stick 粘貼，張貼 envelope 信封，封套 sticker 背後有粘膠的標籤 ticket 票 airline 航空公司 wonder 想知道 consider 考慮，細想 in advance 預先 economy 經濟 time-table 時刻表 flight 班機 airport 機場
rear stalls 戲院正方后座
in order 妥當，就緒
suppose 猜想，料想，想像
matinee 日戲
dress circle戲院的二樓廳
cancel 取消
except 除……之外
performance 演出
acrobatic 雜技的
prefer 更喜歡
exchange 兌換，（貨幣）交換
bill 鈔票，紙幣
currency 貨幣
according to根據……所說，按照
equivalent 相等的，相當的
note 紙幣
sign 簽名，署名 exchange memo 兌換水單 counter 櫃檯 prohibit 禁止，阻止 government 政府 information 信息 bottom line 底線 endorse 在（支票等）背面簽名，背書 signature 簽名，署名 top line 頭一行 receipt 收據，收條 amount 數額 certificate 單據 purchase 買，購買，購置，所購物 countersign 副署，連署 in duplicate（正副）一式兩份 policy 政策，方針 understand 懂，理解 awfully 非常，很 describe 描繪，敘述，形容 apologize 道歉 trouble 麻煩，煩惱 manager 經理 solve 解決 carelessness粗心，疏忽，粗枝大葉 advise to 勸……inconvenience 不方便 toilet 洗室 sincerely 真誠地，誠懇地，真摯地 previous 先的，前的 occupant 佔有人，佔用者，居住者 access 進入 responsible 有責任的，（應）責任的 necklace 項圈，項鏈 safety box 保險柜 arrange 安排 as soon as 一……就…… try one"s best 努力，儘力 possible 可能的 regulation 規則，規章，法規 noise 噪音，嘈雜聲 several 幾個，數個 misunderstand 誤會，誤解 explain 解釋，說明 relax 放鬆 calm 使平靜，使鎮定 in charge 主管 housemaid 客房服務員 release 再出租 measure 措施，方法 understaffed人員太少的，人員不足的 accommodation cost 宿費 cashier 出納 check in 入住登記 check out 辦理退房手續 deluxe suite豪華套間 dining hall 餐廳 double room 雙人間 foreign exchange counter 外幣兌換處 hotel directory 旅館指南 hotel lobby 飯店大堂 hotel rates 房價 information desk 總台 porter 行李員 reservation desk 預定處 room charge sheet 房價表 room with bath 帶有浴室的客房 room with good ventilation 通風良好的客房 single room 單人間 suite 套間 telephone operator 總機接線員 in touch with 聯繫，接觸
前廳部服務台常用辭彙
management 經營、管理 market price 市價 cashier』s desk 兌換處 coin 硬幣 accounting desk 帳務處 check-out time 退房時間 voucher 證件 price list 價目表 check, cheque 支票 sign (動)簽字 interest 利息 form 表格 reservation 預訂 reception desk 接待處 tip 小費 reservation desk 預訂處 luggage office 行李房 …per thousand 千分之… spare (形)多餘的 postpone (動)延期 cancel (動)取消 traveler』s cheque 旅行支票 pay (動)付款 fill (動)填寫 administration 管 理、經營 note 紙幣 registration desk 入宿登記處 lobby 前廳 luggage rack 行李架 visit card 名片 identification card 身份證 rate of exchange 兌換率 conversion rate 換算率 charge (動)收費 bill 帳單 change money 換錢 procedure 手續、程序 information desk 問詢處 luggage label 行李標籤 overbooking 超額訂房 …per cent 百分之… reasonable (形)合理的 cash (動)兌換 keep (動)保留、保存 bank draft 匯票 accept (動)接受 procedure fee 手續費 fill in the form 填表
電訊服務
operator 電話員 house phone 內部電話 special line 專線 dial a number 撥號碼 hold the line 別掛電話can』t put somebody through 接不通 ordinary telegram 普通電話 receiver 聽筒 city phone 城市電話 telephone number 電話號碼 replace the phone 掛上電話 Line, please. 請接外線。 The line is busy(engaged) 佔線。 send a telegram(cable) 發電報 long distance 長途電話 telephone directory 電話簿 call somebody up 打電話給某人 can』t hear somebody 聽不見 can』t get through 打不通 inland telegram 國內電報 ordinary mail 平信 switchboard 交換台 central exchange 電話總局 The connection is bad. 聽不清。 express telegram 加快電報 special dispatch 專電 registered fee 挂號郵資 postcard 明信片
房間種類
Double room 雙人房 standard room 標準房 twin room 雙床房 superior room 高級房 deluxe room豪華房
Executive room 行政房 suite 套房 junior room普通套房 senior suite 高級套房 presidential suite總統套房
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