前廳英語

Reservation預訂部

1問候語；報部門；表示願意客人提供幫助；

2確認客人預訂日期；查看電腦客房狀態；

3詢問客人姓名及英文拼寫，姓在前，名在後；複述確認；

4介紹房間各類和房價，從高價房到低價房；詢問客人公司名稱；查尋電腦，確認是否屬於合同單位，便於確定優惠價

5詢問客人付款方式，在預訂單上註明，公司或者旅行社承擔費用者，要求在客人抵達前電傳書面信函，做付款擔保並在預訂單上註明；

6詢問抵達航班及時間；向客人說明，無明確抵達時間和航班，，飯店只能保留房間到入住當天下午１８：００；如果客人預訂的抵達時間超過下午１８：００，要求客人做擔保預訂；

7詢問客人特殊要求，如：是否需要接機、訂餐服務等；對有特殊要求者，詳細記錄並複述；

8預訂代理人姓名、單位、電話號碼；詢問有關情況

9時期、航班；房間種類、房價以及數量；客人情況；特殊要求；付款方式；代理人情況；

10向客人致謝

Alongdistancecallreservation長途電話預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

B:I』mcallingfromNewYork.I』dliketobookaroominyourhotel.

R:Thankyouforcalling!MayIknowyourarrivalanddeparturedates?

B:fromOct26thtoOct29th.

R:Thankyouforwaiting,yessirwecanbookaroomforyouonthatdays.Sowhatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesanddeluxesuites.Whichwouldyoulike?

B:suite,please

R:wouldyoulikebreakfast?

B:no,thanks.

R:canyougivemeyournameplease,sir?

B:Brawn.

R:thankyou,Mr.Brown.

R:verywell,Mr.Brawn,asuitewithoutbreakfastfromOct26thtoOct29th.amIcorrect?

B:yes,thankyou.

R:whattimewillyoubearriving,Mr.Brown?

B:Around5:00p.m.

R:Allright.You』llbeexpectedtobeherethen.

B:that』sfine.Thankyou.Good-bye.

R:Thankyouforcalling.Good-bye.

ALOCALCALLRESERVATION本地電話預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

C:I』dliketobookasingleroomwithshowerforMrSmith.Heplanstoarriveonthe20thofthismonth.

R:canyouspellitforme?

C:s-m-I-t-h.

R:thankyou.

R:Howlongwillhestaying?

C:Idon』tknow,butitcouldbeanythingfromseventotendays.

R:thenwecanonlyconfirmaroomfromthe20thtothe27th.I』mafraidwewon』tbeabletoguaranteehimaroomafterthe27th.Weusuallyhavehighoccupanciesinthepeakseasons.

C:whatifthereisn』tanyroomthen?

R:don』tworry,sir.Wecaneitherputhimonawaitinglistorfindhimaroominanearbyhotel.

C:fine.Hwmuchdoyouchargeforasingleroomwithbreakfast?

R:foronnight,thehotelcostwouldbe20000yuan.Howwillhebepaying,sir?

C:hiscompanywillcoveralltheexpenses.We』llsendyouacheckrightaway.

R:Thankyou.sir.Hereisyourbookinginformation,asingleroomwithbreakfastfromMay20thto27thforMr.smith.AmIright?

C:thatright,thankyou.

R:thankyouforcalling.Good-bye。

Changethereservation更換預訂

R:******hotel.Reservation**speaking,mayIhelpyou?

C:I』mSmith.I』vebookedasingleroomwithshoweronthe20thofthismonth.

R:Canyouwaitforawhile?Thankyouforwaiting,yessirwegetyourreservationonthatdate.Soanythingwecandoforyour?

G:I』mliketochangemyreservationto25ththismonthfor3day.

R:IfsocanyouwaitforasecondI』llcheckifwecanofferyouaroomonthatdatethankyouforwaiting,yessirwecanofferyouasingleroomwithshowonSep25thtoSep28th.Canyoutellmewhendidyouplantoarriveatourhotel?

G:Maybe7PM.

R:SoMrsmithwewillkeeptheroomforyoubefore8o』clock.

G:Thatbefine.

R:Anythingelsewecandoforyou?

G:NOthankyou.

R:Thankyouforyourcalling,andwelookforwardtoserveyou.

１、接收客人更改預訂信息：詢問要求更改預訂客人的姓名及原始到達日期和離店日期；詢問客人現要更改的內容；

２、確認更改預訂：在確認新的內容之前，如果客人要更改的是日期、先要查尋客房出租情況；在有空房情況下，為客人確認更改預訂並填寫預訂更改單；重複並記錄更改內容及預訂代理人的姓名及聯繫電話；

３、存檔：將原始預訂單找出；將更改的預訂單放置上面訂在一起；按日期存檔；

４、未確認預訂的處理：如果客人需要更改的內容　是日期，飯店客房已訂滿，應及時向客人解釋；告知客人預訂暫時放在後補名單上；如果飯店有空房時，及時與客人聯繫；

1、接到取消預訂信息：詢問要求取消預訂客人的姓名、到達日期、離開日期及取消的原因

２、確認取消預訂：記錄取消預訂人或預訂代理人的姓名及聯繫電話；

３、處理取消預訂：感謝預訂人將取消預訂要求及時通知飯店；詢問客人是不要做下一個階段的預訂；將預訂取消的信息輸入電腦；

USEFULEXPERSSIONSFORRESERVATION

-Whatwasthedateofthereservation?

-I』mafraidwehavenorecordofareservationinyourname.Whendidyoumakethereservation?

-I』mafraidwehavenorecordofareservationforthatdateinyourname.

-ShallImakeareservationforyou?

-Isthisanewreservationoraconfirmationcall?

-Doyouhaveareservationordoyouwishtomakeone?

-Doyourememberthenameofthereservationclerk?

-Doyourememberthenameoftheclerkwhoacceptedthereservation?

-Inwhosenamewasthereservationmade?

-Theroommayhavebeenreservedinthenameofthepersonwhomadethereservation.

-Whenwasthereservationmade?

-Doyouhavealetterortelexconfirmingthereservation?

-Whendidyoumakethereservation?

-Whenwasitmade?

-Fromwhichcountry?

-Whomadethereservation?

-I』msorry,butIhaven』tgotanyrecordofthat.

-Wouldyoulikemetogetyouaroominanotherhotel?

Reception前台接待

ⅠCheckIn入住登記

.Individualguestswithoutreservation接待無預訂散客

(R:receptionistG:guest)

R:Goodmorning,sir.WhatcanIdoforyou?

G:Goodmorning,Iwouldliketohaveatwin-beddedroom.

R:Justamoment,please.Ihavetocheckifthere』saroomavailable.Yes,sirwecanofferyouaroomforthedate.Wouldyoulikeonewithprivatebath?

G:Yes,please,andlookingoverthelake,ifpossible.

R:RoomNo.18,6thfloor,then.

G:Whatistherate?

R:RMB530yuanperday.

G:Aremealincluded?

R:No,itisfortheroomonly.Ifyouwantabreakfast,fortheguestwhostayinourhotelweoffer20%discount.ForChineseit57yuanperperson,forwesternitis114yuanperperson.

G:Verygood,we』lltakeit.Andwhatisyourcheckouttime?

R:Ourcheckouttimeis12:00noon.Willyoupleaseshowmeyourpassports?

G:Allright.Hereismypassport.Andmyfriendwillalsoshowyouhispassport.

R:Howareyougoingtopay,incashorbycreditcard?

G:CouldIpaywithtraveler』schecks?

R:Certainly.Thanksyou,hereistheroomkey,Haveapleasantstay.Thebellboywillshowyouup.

.Receivingawalk-inguest接待自來客

(R:receptionistG:guest)

R:Goodafternoon,sir.MayIhelpyou?

G:Yes,please.I』vejustarrivedfromHongKong.Couldyouletmehavearoomforthisevening?

R:Haveyoumadeareservation,sir?

G:I』mafraidnot.

R:Howmanypeopledoyouhave,please?

G:Justone.I』malone.

R:Justamoment,please.Ihavetocheckifthere』saroomavailable

Oh,sorry,sir.Alltheroomsarebookedup.ButIthinkwe』llbeabletoarrangeforaroomaftersixo』clockthisevening.Ifyouneedaroomrightnow,wouldyoulikemetogetintouchwithsomewhereelseforyou?

G:No,thanks.IshouldsayIprefertostayhere.Afriendofminehighlyrecommendedyourhoteltome.I』lljustwaitheretillsix.

R:Youarewelcome,sir.Perhapsyoumightfeelmorecomfortabletorestinourlobbyafteratiringjourney.Andifyouneedanyhelp,doletusknow.

G:ThanksNoproblem.

.Guestsroomsalreadyreserved接待有預訂客人

(R:receptionistG:guest)

R:Goodafternoon.WhatcanIdoforyou?

G:Yes,mywifeandIhavebookedadoubleroom.MynameisSmith.

R:Mr.Smith,justaminuteplease.YesMr.Smith,adoubleroomisreservedunderyournamebyChinaInternationalTravelservice.Accordingtoourrecord,you』llbestayinghereuntil18thofthismonth.

G:Yes,that』sright.

R:Wouldyoupleaseshowmeyourpassport?Thankyou,hereisyourpossport.

(R:Wouldyoupleasefillintheregistrationcard?

Excuseme,Mr.Smith,youhaveforgottentofillinyourpassportnumbers.

G:Isitnecessarytofillin?

R:Yes,sir.ThehotelinChinarequireseverguesttofillinhispassportnumber.)

G:Canyougiveusaroomwithastreetview?

R:Justamoment,please.Letmecheck.…

Yes,Mr.Smith.WecangiveyouaroomwithstreetviewattherateofRMB480yuanperday.

G:Thatdoesn』tsoundexpensive.I』llacceptit.Butwillyouaddservicechargeandgovernmenttax?

R:No,wedidn』taddsuchcharges.So,Mr.Smith,hereisyourkeyandyourroomnumberis1031.itisonthe10thfloor.

G:Thankyou.WherecanIfindabellboy?

R:Allright.I』llsendonetopickupyourluggageandleadyouuptoyourroom.

G:Thankyou.

R:It』smypleasuretoserveyou.Pleaseenjoyyourstayhere.

R:Goodafternoon.Welcometoourhotel:

1)Yourroomkeysandbreakfastmealvouchersareintheenvelopesonthisdesk.

2)Breakfastwillbeservedfrom7a.m.tomorrowatthecoffeeshoponthefirstfloor.Couldyouhandyourmealvoucherstothewaiterwhenyouarrivethere?

3)TheLobbyisinthe2ndfloor.PleasepresstheLbuttonintheelevator.

4)Thedoorofyourroomlocksautomatically.Pleasemakesurethatyouhaveyourroomkeywhenyouleavetheroom.Youmaykeepyourroomkeyuntilyoucheckour.

5)Roomtoroomcallsmaybemadefromyourroom.Pleasedial2firstandthentheroomnumber.

6)Outsidecallsmaybemadefromyourroom.Pleasedial0firstandthenthenumber.

7)Pleasereadtheemergencyinstructionsonyourroomdoor.Yournearestemergencyexitisalsoshown.

8)CouldyoupayanyincidentalchargesattheFrontCashier』sDeskwhenyoucheckout?Youmayhandinyourroomkeysatthattime.

9)Wewilldeliveryourbaggagetoyourroomsoon.Couldyouplaceyourbagsinfrontofyourroomby7:30tomorrowmorning?Thebellmanwillcollectthem.

10)Yourdeparturetimeisat9a.m.Couldyoubehereby8:50a.m.atthelatest?

.Changemoney外幣兌換

(G:guestc:cashier)

C:Goodafternoon,sir.CanIhelpyou?

G:I』dliketochangesomeUSdollarsandI『dliketoknowtoday』sexchangerate.

C:Accordingtotoday』sexchangerate,everydollarincashisequivalentto8.17yuan.FEC.Howmuchwouldyouliketochange,sir?

G:Well,I』llchangeonehundredandhere』sthemoney.

C:Wouldyoupleasefillinthisform?

G:Allright.

C:Pleasewriteyourname,passportnumberandroomnumberontheslip.

G:Hereyouare.

C:Thankyou.You』llhaveitrightaway.Willyousignyournamehereonthismemo?

G:Ok.Willyoupleasegivemesomeone-yuannotes/Ineedsomesmallchange.

C:Allright.Mr.Bellow,hereitis.Pleasehaveacheckandkeeptheexchangememo.

G:Oh,yes,thanks.Bytheway,canyoutellmewhatIshallsowiththeFECleftwithme?

C:You』llhavetogototheBankOfChinaortheairportexchangeofficetochangeitbackintodollars.

G:Isee.Thanks.

C:Youarewelcome.

Changearoom

R:Goodmorning,sir.WhatcanIdoforyou.

G:I』mBellow.I』minroom908.canyouchangearoomforme?It』stoonoisy.Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade.Shesaiditwastoomuchforher.

R:I』mawfullysorry,sir.Idoapologize.Room908isattheendofthecorridor.It』spossiblethatthenoiseisheardearlyinthemorningwhenallisquiet.

G:anyhowI』dliketochangeourroom.

R:Noproblem,sir.We』llmanageitbutwedon』thaveanyspareroomtoday.Couldyouwaittilltomorrow?TheAmericanpeople-to–peopleEducationDelegationwillbeleavingtomorrowmorning.There』llbesomeroomsforyoutochoosefrom.

G:Allright.Ihopewe』llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep.

R:Besure.I』llmakeanoteofthat.Everythingwillbetakencareof.Andifthereisanythingmoreyouneed,pleaseletusknow.

ⅡCheckout退房

.Theguestpaysincash現金結帳

(R:receptionG:guest)

G:IamHarrisonfromroom503.Iwanttocheckout.Wellyoupleasemakeoutmybill?

C:Thankyou.Couldyougivemeyourroomkeyandthereceiptforthedepositplease.(didyouusetheminibarordidyousignthebillinthehotel,thismorning?)ThankyouJustamoment,please.M.RHarrisoninroom503,Hereisthebill.Itcomesto888.00yuan,Mr.Harrison.

G:Allright.Hereis900.00yuan.

C:Thanks.Hereisyourchange,please.

G:That』scorrect.Good-bye.

C:Thankyouverymuch.Good-bye.

.Theguestpayswithtraveler』scheques旅行支票結帳

C:Goodmorning.MayIhelpyou?

G:Yes,Iwanttocheckout,please.MynameisDrBrown.

C:Justamoment,please.DrBrownWereyouinroom306?

G:Yes.

C:Here』syourbill,DrBrown.Wouldyouliketocheckit?

G:CanIpaywithtraveler』scheques?

C:Certainly.

G:What』stheexchangeratefordollars?

C:8yuan20toonedollar.Andhereisyoureceipt.Thankyou.

G:Thankyou.Good-bye.

.Theclientpayswithacreditcard信用卡結帳

C:Goodmorning,sir.MayIhelpyou?

G:I『dliketocheckoutnow.MynameisMr.BellandIwasinroom0420.

C:Justamoment,please,Mr.Bell…Didyoumakeanyphonecallsfromyourroom?

G:Yes.

C:Howmanydidyoumake?

G:Idon』tknowexactly

C:Justamoment,I』llhavetocheckwiththeoperator.Hereyouare,sir.

G:Idon』tunderstand,what』sthisfor?

C:That』sforthedrinksyouorderedfromyourroom.

G:Doyoutakecreditcards?

C:Yes,wedo,butsincetheamountexceeds$500.I』llhavetoaskfortheapprovalcode,justamoment,please.Canyousignhere,please?Thankyouandhereisyourreceipt.

G:Thankyou.

Separatebills分帳

G:Iaminroom374.I』mgoingtoleavetomorrow.Willyoumakeouttwoseparatebillsforme?Ipayformymeals,andmycompanypaysfortheroom.

C:verywell,sir.Whenwillyouleavetomorrow?

G:Atthreeo』clockintheafternoon.

C:Thenyouwillpay50%oftheroomofrate,becausethecheckouttimeofourhotelis12:00noon.

G:Itwilldo.I』llcomeheretomorrowtopaythebill.Good-bye.

C:Seeyoutomorrow,sir.………

G:Goodafternoon.ShallIpaymybillnow?

C:Yes,sir.Pleasewaitjustafewminutes.I』llmakeouttwoseparatebillsforyou.Thankyou.Mr.Harrison.Sorrytokeepyouwaiting.Hereareyourtwobills.Itis1200yuanintotal.

G:Verygood.Hereis1200yuan.

C:Thankyou,sir.Pleasedocomeagain.

G:Fine.I』llcomeagain,bye.

G:IhaveaTraveler』schequeinAmericandollar.Doyouacceptittopayformyhotelbill?

C:Yes,sir.WeacceptAmericandollarTraveler』scheques.

G:Whatistheexchangerate?

C;Accordingtothetoday』srate100U.S.dollarstravller』schequecanbeconvertedto817RMByuan..

G:Iaminroom527.Iamleavingthisafternoon.Pleasemakeoutthebillforme.

C:Verywell,sir.I』llmakeoutyourbillrightaway.Accordingtomyrecord,yourroomwillbepaidbyyourhostparty.

G:Oh,isthatso?Itistoogenerous.

C;Thankyouforwaiting,sir.Herearetwobills.Pleasesignthisonefortheroomandtheotheroneforthemeals,intheamountof780yuanR.M.B.

G:Thankyou.Bytheway,doesthebillforthemealsincludetheservicecharge?

C:Yes.Thebillincludestheservicecharge.

G:That』sfine.HereisaTraveler』schequeintheamountof100U.S.dollars.

C:Yes,sir.WouldyoupleasesignyourTraveler』scheque?

G:Oh,sorry.Iforgottosign.

C:Thankyou.Hereisyourchange.

Chargingmore加收房費

R:Goodmorning.MayIhelpyou?

G:Myflightdoesn』tleavetill5:45p.m.andIdon』twanttowaitaroundattheairportallday.CouldIstillrestintheroomthisafternoon?

R:Excuseme,sir.Accordingtoourregulations.Ahalfday』srentischargedagainstaroomnotvacatedby12:00noon.Ifyouwanttodeepyourroomthisafternoon,we』llhavetochargeyou50%oftheprice.

G:What?Askformoneyagain?Ihavesettledaccounts,Iwon/』tpaymoreforthetwoorthreehours.Nomore!Doyouhear?

R:We』dliketohelpyouaswecan.Youmayleaveyourbaggagehereuntil4:30.justspeaktotheporterandhe』lltakecareofitfreeofcharge,ofcourse.

G:Butdamnit!Iwon』tgiveyouonemorecent!

R:Theporterwillkeepyourbaggagefreeofcharge,sir.Andyou』rewelcometorestinthelobby.

G:No.Iinsistonhavingarestintheroom.

R:Then,ifyou』llwaitamoment,please,sir?I』llaskourmanagertocomeandtakecareofyourrequest.

Usefulexpressions:常用表達方式

1、Whenaguestthanksyou

-Youare(most)welcome.

-That』sallright.

-Gladtobeofservice.

-Mypleasure.(Withpleasure,it』sapleasure.)

2、Whenguestofferyousomething.

-No,thankyou,you』reverykind.

-It』svery(awfully)kindofyou,butno,thankyouallthesame.

3、Whenyouthankother.

-Thanks(alot).

-Thankyou(verymuch,eversomuch)

-Thankyouforyour

-I』mverymuchobligedtoyou.

-I』mverygratefultoyou.

4.Whatisyournationality,please?

5.Whatisyourprofession,please?

6.Wheredoyoucomefrom,please?

7.Howlongwillyoustayhere?Howmanydayswillyoustayinourhotel?

8.Howmanyroomsdoyouneed?

9.Well,pleaseaskC.I.T.S.makenecessaryarrangementwithourhotel.

10.Whowillpaythebill,please?Willyoupayitoryourhostorganization?

11.Wedonotacceptanypersonalchecks.

12.Wehonortraveler』schecksonlywhentheyarecountersignedinfrontofus.

13.Pleasekeepyourexchangememo.

14.R.M.B.isprohibitedbyourgovernmentfrombeingbroughtintoortakenoutofourcountry.

15.Privateforeignexchangetransactionsareprohibited.

Askingtheway

-BisnexttoA.AisnexttoB.

-BisbetweenAandC.

-DisontopofE.EisunderD.

-Hisalongthehallwayontheleft.

-Iisalongthehallwayontheright.

-Jistotheleft.

-Kistotheright.

-Lisattheendofthehallwaytotheleft.

-Misattheendofthehallwaytotheright.

-Nisthrougho.

-CanyoutellmethewaytoBanquetHall,please?

Thebellmanwillshowyoutheway.

-Couldyoudirectustothecoffeeshop?

Yes,I』llshowyouthewaymyself.

-WearelookingfortheBeautyParlor.

It』sonthe2ndfloorbesidetheFrenchsalon.

-Isthistherightwayfortheflowershop?

Yes,itis.Alongthecorridor,pastthebar,youwillfinditontheright.

-I』mlookingforconferenceroom,number2.

They』reallfacingtheopenlounge.Goalongtoyourright.Pasttheelevatorsandupthestairs.

-AmIgoingtherightwayforthehealthclub?

-Alongthecorridortoyourright,turnleft,godownthestairs,alongabitfurtherandoutintotheyard.

-ShallIdrawyouamap?

-Ithinkitcouldbebettertotakeataxi,sir.

-ShallIwritedirectionsforthetaxidriver?

-MosttaxidriversdonotspeakEnglish,itishelpfulifyouhaveyourdestinationwritteninChinese.

-Whenyoureturntothehotel,pleaseshowthishotelcardtothetaxidriver.

USEFULEXPERSSIONSFORFRONTOFFICE

1、Acceptingabooking

-Icanbookyouaroomforthe…(date)

-Wecanconfirmaroomforthe…(date)

-It』sokayforthe…(date)

2、Refusingabooking

-Unfortunatelywe』refullybookedfor…but…Icanbookyouaroomforthe

-Ifthereisn』tanyroom,wecangetyouonawaitinglistorwecanfondyouaroominanotherhotel.

-Wewon』tbeabletoguaranteeyouaroomforthe…(date)

3、Findingoutwhattheclientwants

-Whatkindofroomwouldyoulike?

-Wouldyoulikebreakfast?-Whenfor?

-Howlongdoyouplantostay?

-Howlongwillyoubestaying?

-Forhowlong?

-Isitjustforonenight?

4、Givinginformationaboutprices　

-For…thepricewouldbe…

-Atwinroomcosts…

-Thetotalcostwouldbe…

-Thepriceincludes…

-Isalsoincluded…

-There』sa10%reductionfor…

-Wehaveaspecialpackageplanfor…

-We』llhavetochargeyou(price)…extra.

5、Givingtheclientinformationaboutthehotel

-Ourhotelislocatednear

-We』vegot…

-I』msorry,wehaven』tgot

-We』refullyequippedforthat.

-Wouldyoulineustosendyouabrochure?

6、Advanceinformationonpayment

-Howwillyoubepayingthebill?

-Yes,Weaccept

-Who』llbepayingthebill?

-You』llhavetosendus

-Youhavetosendusadepositof

-Sincethecompanyislocatedinanothercountry,they』llhavetosendusadepositof

-Isthecompanywillingtocoverallexpenses?

7、Gettingdetailsofarrival

-Whattimewillyoubearriving?

-Willyoubearrivingbefore(after)…

-What』syourflightnumber,please,incasetheplane』slate?

8、Findingoutwhotheclientis

-Couldyougivemeyourname,please?

-Who』sthereservationfor?

-Canyouhavemeyouraddress,please?

-What』syouraddress,please?

9、askingtheclientforhisnameandroomnumber.

-What』syourroomnumber?

-WereyouinroomX?

-Canyoutellmeyourroomnumber,please?

-MayIhaveyournumber,please?

10、preseningthebilltotheclient

-Didyouhavebreakfastthismorning?

-Didyoumakeanyphonecallsfromyourroom?

-Howmanyphonecallsdidyoumake?

-I』llcalculateyourbillforyou.

-That』llbe

-Yourbillcomesto…

-Thetotalamountis…

-Ourcheck-outtimeisnoon,butyouusedtheroomuntil6p.m.,I』mafraidthatforlatecheckoutwechargeanextra50%oftheroomrate.

-Here『syourbill.Wouldyouliketocheckit?

-Wouldyouliketocheckandseeiftheamountiscorrect.

-Wehadtochargeyoufor…

-That』sforthephonecallsyoumade.

-That』sforthe…youorderedfromyourroom.

-Here』syourreceipt.Chequesandcreditcards

-Whatkindhaveyougot?

-Whatkindisit(arethey)?

-Haveyougotabankcard?

-I』msorry.Wedon』tacceptpersonalcheques.

-Itisthepolicyofthehotel.

-Yes,wedo,butsincetheamountexceeds.I』llhavetogettheapprovalcode.

-Yes,butyou』llhavegivemeyournameandaddress.

-You』llhavetoshowmeyourpassportorsomeotherformofidentification.

-Idoapologize,Mr.Lintheamountofyourstaywasnotapprovedonyour

Creditcard,anddoyouhaveanyothercardplease?

-MayItakeaimprintofourcreditcard?

-I』maafraidheisn』tintheroom,wouldyouliketoleaveamessagercalllater?

wecan』toffercorporatediscountasyoubookedthroughatravelagencyandhavealreadyreceivedthetravelagency』sdiscountonourroomrate.

-Withouttheguest』spermission,Ican』ttellyoutheroomnumber.

-Howareyougoingtosharethesethreerooms?I』lltrytogiveyoutworoomsonthesamefloorasclosetogetheraspossible.

-I』msorryMr.CohenmbutaccordingtothelawsetbytheChinesegovernmentifyoucan』tprovideamarriagecertificatewearenotallowedtoletyouregisterinoneroom.

-Woulditbepossibleforyoutomoveby12:00aminthismorning,sothatwecanpreparetheroomforthenextguest?

-IneedtocheckwiththeFrontOfficeManagerregardingyourrequest.MayIcallyoubackin10minutes?

-Excuseme,yourroomisonthenon-smokingfloor,alloftheguestincludingthevisitorarenotallowedtosmoke.

-I』msorry,Mr.Wang,butourhousekeepingdepartmentdidn』tnoticeyourvisitorhasleftandit』soutpolicytoensureallvisitorsdepartby11:00pm.Sorrytohavecausedyousuchaninconvenience.

-Whatdenominationwouldyoulike,sir

ⅢTheBellman行李員

.Bringingtheguesttothefrontdesk將客人引至前台

B:Goodevening,Sir.Welcometoourhotel.

G:Thankyou.

B:Howmanypiecesofluggagedoyouhave?

G:Justthesethree.

B:Twosuitcasesandonebag.Isthatright?

G:Yes.That』sall.

B:I』llshowyoutotheFrontDesk.Thisway.PleaseIwillputyourbagsbythepostoverthere.

G:Isee.Thank.

B:Anotherbellmanwillshowyoutoyourroomwhenyouhavefinishedcheckingin.

G:O.K.Fine.

B:Pleaseenjoyyourstay.

.CarryingbaggageforF.I.T.為散客提行李

B:Goodevening,madamandsir.I』mthebellman,

Mr.BellowandMrs.Bellow:Goodevening.

B:Verygladtohaveyouhere.I』llcarrythebaggageuptoyourroom.

G:Thankyou.

B:Letmecarryyourbaggage.Aretheseallyours?

G:Fourpieces,Henry?

G:Yes.

B:Allowme,madam.Leaveittome,I』lldothatforyou.

G:Thanks.

B:It』smypleasure.Thisway,please.

Hereweare.Pleasetakethiselevatortotheninthfloor.(ThefloorattendantwillmeetyourelevatorentrancethereandshowyoutoRoom908.)I』lltakethebaggageelevatorandgetyoursuitcasesuptotheroom.

G:Verygood.Seeyouthen.

B:Seeyou.

Carrybaggageforgroup為團隊提行李

B:Excuseme,sir.MayItakeyourluggageforyourgroup?Howmanypieceofluggagedoyouhave?

G:Tenpiece.

B:Oh,oneismissing.Let』scheckit.Maybeit』sstillonthebus.

G:That』sit.Iforgottobringitdown.

B:Don』tworryaboutitlet』sinquireoftheChinaInternationalTravelServiceaboutyourluggage.Sir,yourluggageisonthewaynow.Youcanwaitinyourroomwhenitarrivedatthehotelwewillsendittoyourroom.

G:Thankyouverymuch.

B:It』smypleasure.Andtheluggagesofyourgroupwillbedeliveredtoyourroomswithintenminutes.Hopeyouenjoyyourstayatourhotel.

G:Icertainlywill.

.DepositingBags寄存行李

G:I』dliketoleavethiswithyou.

B:Certainly,ma』am.Isthereanythingvaluableorbreakableinyourbay?

G:No.

B:Thankyou,hereisyourtabNo.33.

G:Whendoesthecloakroomclose?B:Thiscloakroomisopenuntil9:00p.m.(24hour)

G:Isee.Thankyou.

B:You』rewelcome.

Mailservice郵寄服務

G:IwilltosendanairmaillettertoNewYork.Please?

B:Yes,haveyousuckonthestampsyet?

G:No.Ineedtobuysome.

B:Twoyuanandsixtyfen.

G:Overweight?

B:Yes.

G:Hereisthemoney.

B:Thankyou.Hereareyourstamps.PleasestickthemontogetherwiththeAirmailstickeronthefrontoftheenvelope.

G:Allright.Onemorething,IwanttosendatelexandafaxtoNewYork.Canyouarrangeitforme?

B:Oh,yessir.Wehavetelexandfaxserviceinourhotel.Wouldyoupleasegotothebusinesscenter?Youcansendyourtelexandfaxthere.

G:Well,I』llbegoingthere.Thankyouforyourinformation.

B:Youarewelcome.

CallATaxi計程車服務

G:Doyouhavetaxiserviceinyourhotel?

B:Yes,wehave.

G:Pleasegetataxiforme.

B:Allright.Whereto,Sir?

G:Totheairport.Howlongdoesittaketogetthere?

B:Ratherfarfromhere.Aboutfourtyminutes.

G:Pleasetellthedrivertogofaster.Iaminahurry.B:Allright,sir.Yourtaxiwillbehereinaminute.

G:Thankyou.

.LostandFound失物招領服務

B:MayIhelpyou?

G:Yes,I』mMr.Bakerinroom1204.I』velostmycamera.

B:I』msorrytohearthat,sir.Shallwecheckyourroomforyou?

G:No,I』vealreadycheckedthere.

B:Couldyougivemesomeinformationaboutyourcamera,please?

G:Yes,ofcourse.

B:Whatmakeisit?G:It』saCanonAE.

B:whatcolorisit?

G:Blackandsilver.

B:Whenandwheredidyoufirstmissit,sir?

G:ThismorningafterbreakfastintheCoffeeShop.

B:Wewillchecktherefirst.

G:I』vealreadybeentherebuttheydidn』tfindit.

B:Didyougoanywhereelseafterthat?

G:No,wewenttotheDrugStoreandthenstraightbacktoourroom.

B:WewillcheckthereandwiththeSecuritySection.Too.

G:Ifyoudon』tfindit.I』dliketoreportittothepolice.

B:Certainly,sir.Wewillhelpyouwiththepolicereport.

G:Good,becauseIdon』tspeakChinese.

B:Whenwillyoubecheckingout,sir?

G:Tomorrowmorning.

B:Thankyou,sir.Pleasedon』tworry.Wewilldoourbesttofindyourcamera.

B:Hello,mayIspeaktoMr.Baker,please?

G:Speaking;

B:ThisisHousekeeping.Wehavefoundyourcamera.

G:Wounderful!Thanksalot,wherewasit?

B:ItwasintheDrugstore,Couldyoucometoourofficeonthe1stFloor?

G:Great!Thanks.

USEFULEXPERSSIONSFORTHEBELLBOY

-MayIhelpyouwithyourbags,sir?

-Isthisyourbaggage?

-Couldyoutellmewhichisyourbaggage,please?

-Howmanybagsdoyouhaveinall?

-Justamoment,please.I』llbringabaggagecart.

-Pleasemindyourhead.

-Pleasemindyourhandsintherevolvingdoor.

-Couldyoucheckinatthereceptioncounteroverthere,please?

-Thisisthereceptioncounterwhereyoucheck-in.

-I』mafraiditisverycrowdednow.Couldyoustandinlineforregistration,please?

-Doyouhaveanyvaluableorbreakableitemsinyourbag?

-Wouldyoumindtakingthesebottleswithyou?

-Couldyoutakethiscamerawithyousir.

-Isthisallyourbaggage?

-Justamoment,please.Theelevatorwillbeheresoon.

-Goingup(down),sir?

-Areyougoingup(down),sir?

-Whichfloor,sir.

-Pleasestepinside.

-Pleasetakethiselevatorfortherestaurant.

-Theystopateveryfloor.

-Howwasyourtrip?

-Didyouhaveapleasanttrip?

-HowdoyoulikeGuilin?

-Howwastheflight?

-Thiselevatordoesnotgouptotheguestrooms.

-Itisanexpresselevatoroftherestaurants.

-Ifyouwouldliketogototherestaurantsonthetopfloor,pleasechangeelevatorsatthe21stfloor.

-Afteryou,sir.(goahead,please)

-Nextcar,please.

-Sorry,thepowerifoff.

-Serviceelevator

-Freightelevator

-Yourbagswillbeatthebellcaptain』sdesk.

-Yourbagsmaybepickedupfromthebellcaptainsdesk.

-Couldyoucomedowntothebellcaptain』sdeskwithyourclaimtagtopickupyourbags,sir?

-Pleasepickup(askfor)alongtermstoragetagatthebellcaptain』sdesk.

-I』mafraidwecannotberesponsibleforanydamage(breakage,spillage,spoilage)

-Yourluggageisbeingdeliveredbytheguide-interpreterfromtheairport.

-Yourluggageisonthewayfromtheairport.

-Yourluggagewillcomeafterfifteenminutes.Andwewillbringthemovertoyourrooms.

-Theluggageofyourgroupwillbedeliveredtoyourroomswithintenminutes.

-Hereisyourluggage.Wherewouldyoulikemetoputit?

-Letmetakeyourluggage,sir.

-Taxifaresarechargedaccordingtothecabmodelandmileagedrive

BCSERVICE商務中心

Ticketbookingservice票務預訂

B:Goodmorning.MayIhelpyou?

G:Yes,I』dliketoflytoGuangzhouonSaturday.Couldyoubookticketsforme?

B:Youhavetobooktheticketsfivedaysinadvance.Nowit』sthebusyseasonfortraveling,youknow.Sorrytosayalltheticketsarebookedup.

G:Noticket!Whatluck!ButI

B:Iwonderifyou』dconsidergoingtherebytraininstead.Youcanhavetrainticketsandthey』remuchcheaper,actually.

G:Well,itseemswe』llhavetotakethetrain.

B:Whattimewouldyouliketoleave?

G:Atnoon,ifpossible.

B:Howmanyticketsdoyouneed?

G:Twosoftberths.Please.

B:Will2:15beallright?

G:That』llbefine.

B:Justamoment,whileIcallthestation.I』msorry,therearen』tanymoreseatsleftonthe2:15train,butthereisatrainleavingonSaturdaymorning.That』sNo.79specialexpress.Itwillleaveat7a.m.Whatdoyouthinkofit,sir?

G:Well,IsupposeI』llhavetotakethatone.MynameisHenryBellow.Andhere』sthemoneyforbooking.

B:IwishyouawonderfultriptoGuangzhou.

Trainticket火車票預訂

G:Iwanttogettoshanghaibytrain.Couldyoubookaticketforme?

B:Withmypleasure,sir.Whatwouldyouliketobook,ahardberthorsoftberth?

G:Asoftberth,please.

B:Allright.Whendoyouplantoleavehere?

G:Thedayaftertomorrow.DoIhavetochangetrainanywhere?

B:Notnecessarytochange,itisathroughtrain.

G:That』sfine.Pleasebookoneticket.

B:Ok,hereisthebookingform,Sir.Wouldyoupleasesignyournameandyourroomnumber.Thankyou.WhenIgettheticket,I』llinformyouinduetimebytelephone.

G:Thankyouverymuch.

Airplaneticket飛機票預訂

G:HowmanyflightsaretheretoTokyoeveryday?

B:Thereare2flightseveryday,onebyCAAC,onebyJapanAirLine.

G:Pleasebooktwoticketsformeonthe4th,preferablyonCAACflight.

B:Allright,hereisthebookingformpleasefillout.

G:MayIgettheticketsatthreeo』clocktomorrowafternoon?

B:Yes,please.

G:Thankyou.

（OPERATOR）總機

.Callingfromoutside轉接外線電話

C:Isthisthelijiangwaterfallhotel?

O:Yes,Sir.MayIhelpyou?

C:CouldyouputmethroughtoRoom0856,please?

O:Certainly,sir.Justamoment,please.

C:I』dliketospeakwithMr.Bramley.

O:Isheahotelguest,sir?

C:Yes.

O:Howdoyouspellhisname,please?

C:B-R-A-M-l-E-Y.

O:Justamoment,please.I』llcheckforyou.

Thankyouforwaiting,sir.Mr.Bramleyisstayinginourhotel.I』llconnectyou.

Room-to–roomandoutsidecalls房間電話轉接

O:Thisistheoperator.MayIhelpyou?

G:Yes,I』dliketocallmyfriendinhisroom.WhatshallIdo?

O:Doyouknowtheroomnumber,sir?

G:Yes,it』s536.

O:For3digitroomsintheMainBuilding,pleasedial0andthentheroomnumber.

G:Isee,well,whataboutoutsidecalls?

O:ForcallsinBeijing,pleasedial9firstandthenthenumber.

G:WhataboutoutsideBeijing?I』dliketocallshanghai.

O:ForcallsoutsideBeijing,pleasedial8andthentheareacodeandnumber.

G:Fine,thanksalot.

O:You』rewelcome.

MorningCall叫醒電話

O:Thisisoperator.MayIhelpyou?

G:Yes,I』dliketobewokenuptomorrowmorning.

O:Certainly,sir.Atwhattime?G:Ataround7:30a.m.

O:MayIhaveyouroomnumber?

G:0901,please.

O:Yes,sir.AMorningCallforroom0901at7:30.Wewillcallattime,andanythingelseIcandoforyou?

G:Nothankyou.

O:Hopeyouenjoyyourstay.

.Takingamessage留言轉接

r:Thisisfrontoffice.MayIhelpyou?G:ItriedtocontactMr.Irvininroom0834buthewasout.Couldyoutakeamessageforhim,please?

R:Certainly,sir,forMr.Irvininroom0834,mayIknowwhoiscalling,please?

G:Yes,MynameisJamesEllens.

R:Mr.Ellens.Goahead,please.

G:Couldyouaskhimtocallmebackassoonashearrivesatthehotel?

R:Certainly,sir.MayIhaveyournumber,please?

G:It』s234-2473.

R:234-2473.

G:That』sright.

R:Isthatthecompletemessage:G:Yes,that』sall.

R:Certainly,sir.Iwillrepeatyourmessage,themessageisforMr.Irvininroom0834formMr.JamesEllens.pleasecallhimbackat234-2473whenyouarriveatthehotel.Istatcorrect?

G:That』sright.

R:Thankyouverymuch.MynameisZhangLin.Ifyouhaveanyfurtherenquiries,pleasedon』thesitatetocontactme.

USEFULEXPERSSIONSFOR OPERATOR

-ThisisMr.(Mrs.,miss)…speaking.

-Whoiscalling(speaking),speaking?

-WhoamIspeakingto?

-MayIhaveyourname,please?

-There』sacallforyou.

-You』rewantedonthephone.

-WhatisthetimeinNewYorkat7p.m.hereinBeijing?

-Iwascutoff.Willyouconnectmeagain?

-I』vehavebeenconnectedtothewrongparty.

-ThelinestoGunagzhouarebusynow.Willyouholdtheline,please?

-I』msorry,butthetelephoneisoutoforder.

-Whowouldyouliketocontact?(tocall.toleaveamessagefor)

-There』snoguestwiththatname,wehaveaguestwithasimilarname.Wouldthatbehim?

-MayIhavethemessageplease?

-Isheahotelguest?

-I』mafraidwecanonlytakemessagesforstayingguestsandthosewithfuturereservations.

-I』mafraidwecanonlytakesimplemessage.

-Couldyoucallagainlater,please?

-Mr.Smithleftamessageforyouwhileyouwereout.

ASSISTANTMANAGER

1、我們當儘力而為，但我很難給您保證什麼。

(we』lltryourbest,butIcannotguaranteeanything.）

2、非常抱歉我們不能對此事負責，你應該把貴重物品寄存在接待處。

(Imustsaythatwecannotbeheldresponsible.youshouldhavedepositedvaluableswiththereception.)

3、相信服務員並不是有意無禮，他只是可能沒有聽懂您的意思。

(I』msurethewaiterdidn』tmeantoberude.perhapshedidn』tunderstandyoucorrectly.)

4、很抱歉，先生（小姐）。我想這裡面可能有點誤會。

(I』msorrysir,theremustbesomemisunderstanding.)

5、很抱歉，但情況已是如此，請坐一會兒,我儘快為您作安排。

(I』mterriblysorry.butthatisthesituation.Pleasetakeaseat.I』llsoonhavesomethingarrangedforyou.)

6、先生，感謝您為我們提供這些情況，我立即去了解。

(Thankyoufortellingusaboutit,I』lllookintothematteratonce..)

7、先生很抱歉，我將儘快地解決這個問題。

(Sorry,sir,I』llsolvetheproblemforyouassoonaspossible.)

8、恐怕您誤會了我的意思，我能解釋一下嗎？

(I』mafraidyouhavemisunderstoodwhatIsaid.PerhapsIcanexplainagain.)

9、對於我的粗心大意我非常抱歉。

(I』mawfullysorryformycarelessness.)

10、先生請別激動，讓我來想辦法。

(leasesir,ifyoucalmyourself,I』lltrytohelpyou.)

11、很抱歉，我們此刻不能答應您。我們明天給您迴音。

Wearesorry,wecannotpromiseyounow.Tomorrowweshallletyouknow.

12.Thankyoufortellingusaboutit,sir.I』lllookintothematteratonce.先生，感謝您為我們提供這些情況，我立即去了解。

13．Sorry,sir.I』llsolvetheproblemforyouassoonaspossible.

14.I』mafraidyouhavemisunderstoodwhatIsaid.PerhapsIcanexplainagain.

15.Pleaserelax,madam.I』lltakecareofitaccordingtoourrequest.

19.I』mawfullysorryformycarelessness.

20.I』llspeaktothepersoninchargeandaskhimtotakecareoftheproblem.

21.Justamoment,sir.I』llhavetogetthemanager.

22.Excuseme,butIshouldsayit』sagainstouthotelregulations.

23.Please,sir.Ifyoucalmyourself,I』lltrytohelpyou.

回決客人的不合理要求

1、對不起，這件事我也無能為力。

Iamsorry,itisbeyondmypowertodothis.

2、很抱歉，我們不能辦您所要求的事。

Wefeelsorrywecannotbeabletodowhatyouaskfor.

3、我們無法同意您的要求，實在對不起。

Indeed,weregretverymuchfornotbeingabletocomplywithyourrequest.

4、我希望能夠替您辦那件事，但我辦不到。

IwishIcouldrenderyouthatservice,butIcouldn』t.

5、我不得不拒絕您，因為這樣是違反我們酒店規定的。

Imustrefusetomeetyourrequest,asitisagainstourhotel』sregulation.

6、我不得不拒絕您，因為這樣做會有損於我們酒店的聲譽。

Imustrefusetodoasyouwish,otherwiseitwillgiveharmtoourhotel』sreputation.

7、很抱歉，但是這件事的確是違反我們賓館規定的。

(Excuseme,butIshouldsayit』sagainstourhotelregulations.)

8、您所做的事說明您是一個行為不端正的人。

Whatyourhavedoneshowsthatyourareamanwithbadbehavior.

9、我們無法滿足您的要求，我國的外匯管理條例不允許這樣做；

Itcannotbedone,astheforeignexchangecontrolregulationsofthiscountrywillnotallowyoutodoso.

10、你應該尊重我們海關的規定；

Youshouldrespectourcustomsregulations.

11、您的所做的為已經違反了安全條例；

Whatyouhavedoneiscontrarytothesafetyregulations.

12、我要指出，我國法律不允許你這樣做；

Ishouldsaythatthelawofourcountrydoesnotallowyoutodoso.

13、請國外訪者協助我們維持法治與秩序。

Visitorsfromabroadarehopedtohelpustomaintainlawandorder.

14、我們遺憾地指出，您的行為將有損於我們兩國人民的友好關係。

Weregrettopointoutthatyourbehaviorwillcauseharmtothefriendlyrelationsbetweenourtwopeoples.

15、我們將對您所做出的事提出抗議。

Weshallmakeaprotestagainstwhatyouhavedone.？

住宿登記常用

旅行社代號masterfolio

超額預訂over-booking

開房率occupancy

預報forecast

預計expected

到達arrival

離開departure

交通工具carrier

付款方式methodofpayment

情況status

公司firm/company

待遇treatment

房間種類roomtype

代理agent

保證guarantee

候補名單waitinglist

房價roomrate

特價specialrate

對外價rackrate

凈價netrate

記錄record

服務費surcharge

預付prepaid

政府稅governmenttax

團隊group

押金advancedeposit

訂房booking

更改amendment

小包價package

空房vacancy

接機pickup

可售房間available

取消cancellation

客人資料guesthistory

合作cooperate

酒店代表hotelrepresentative

穿梭巴士shuttlebus

運輸transportation

備註remar

延誤delay

黑名單blacklist

登記表registrationform

非吸煙樓層no-smokingfloor

相鄰房adjoiningroom

連通房connectingroom

加床extrabed

摺疊床rollawaybed

入住憑據voucher

續住stayover

折扣discount

國籍nationality

永久地址permanentaddress

信用卡creditcard

簽名signature

有效的valid

內部使用houseuse

半天租房dayuse

合同價contractrate

延遲退房latecheckout

推銷高價房up-selling

房態roomstatus

傭金commission

房間分配roomassignment

分房名單roominglist

保險箱safetydepositbox

夜核nightaudit

逃帳者skipper

淡/平/旺季low/should/peakseason

明信片postcard

觀光sight-seeing

市內游citytour

停留事由objectofstay

郵編zipcode

紀念品souvenir

最低消費minimumcharge

價目表ratesheets/tariff

欠帳多的客人highrisk

儘早A.S.A.P.（assoonaspossible）

預付C.I.A.(cashinadvance)

離店時現付C.O.D.(cashpaymentondeparture)

免COMP(complimentary)

客人未到D.N.A.(donotarrive)

外國散客F.I.T.(foreignindividuatravele)

次序顛倒O.O.O.(outoforder)

只住一夜O.N.O.(onenightonly)

標準辦理手續S.O.P.(standardoperationproduce)

介紹信Letterofintroduction;letterofrecommendation

預防（霍亂、傷寒、副傷寒）Inoculationagainst(cholera,typhoid,paratyphoid)

辦手續Gothroughtheprocedure(formalities)

已預付P.I.A.(payincash)

外交護照Passportdiplomaticpassport

公務護照Servicepassport

身份證Identificationcard

簽證Visa

入境簽證Entryvisa

出境簽證Exitvisa

過境簽證Transitvisa

居留簽證Residencevisa

旅行證Travelpermit

健康證書Healthcertificate

種痘證書Vaccinationcertificate

黃皮書Yellowbook

檢疫Quarantine

檢疫站Quarantinestation(office)

公務旅行Businesstravel

私人旅行Privatetravel

公安局簽證科Visasectionofpublicsecuritybureau

外事警Foreignaffairspolice

值班Onduty

下班Offduty

辦公用品

打字機typewriter

打字紙typingpaper

複寫紙carbonpaper

熱敏紙thermo-paper

文具用品stationery

信箋letterpaper

信封envelope

記事本notebook

便條薄memopad

交班薄logbook

曲別針paperclip

安全別針safety-pin

複印機duplioatingmachine

影印機photocopying

列印/印表機printing/printer

電信telecommunication

硬碟harddisk

軟盤softdisk

名片businesscard

釘書機stapler

透明膠scotchtape

會議室conferenceroom

秘書服務secretarialservice

翻譯translation

小冊子brochure/booklet

設備出租equipmentrental

幻燈片slide

投影儀overheadprojector

裝訂binding

報紙夾newspaperrod

互聯網internet

網站website

訂房預測（分析）roomreservationforecast

訂房報告表roomreservationreport

營業日報表dailysalesreport

住房率rateofroomoccupancy

行李部常用辭彙

行李房bellservice

行李寄存處luggagestore-room

行李裝卸處trunkdock

行李車baggagecart

行李標籤label;tab

酒店標籤hotelsticker

小行李smallbaggage(luggage)

旅行袋travelingbag

手提包handbag;gripsack

公事包briefcase

包裹package

小箱子smalltrunk

手提箱suit-case

梳妝小提箱cosmeticcase;toiletcase

衣服袋suitbag

紙盒carton

硬紙盒(箱)cardboardbox

背囊(旅行背袋)shoulderbag

自用物品personalarticles

違禁物品contraband

隨身行李accompaniedluggage;personalluggage不隨行物品unaccompaniedluggage

託運行李registeredluggage;transportedluggage

切勿投擲NOBUMPING;NOSHOOT

切勿墜落NONOTDROP

切勿壓擠NONOTCRUSH

勿用手鉤USENOHOOKS

易碎物品FRAGILE

小心CAUTION

小心輕放HANDLEWITHCARE

小心玻璃GLASS(WITHCARE)

液體物品LIQUID

易燃物品INFLAMMABLEPERISHABLE

易腐物品CORROSIVES

爆炸物品EXPLOSIVES

毒品POISON

勿受潮KEEPDRY

勿倒置KEEPUPRIGHT

切勿倒傾DON』TTURNUPSIDEDOWN

敲碎breaktopieces

壓碎crush

擊碎smash

破損物breakage

已捆紮alreadystrapped

已打包alreadybaled

繩已斷ropealreadybroken

（束）帶已斷strapalreadybroken

預訂機、車票

快車expresstrain

普通列車regulartrain

特快列車specialexpress(train)

直達列車throughexpress(train)

慢車slowtrain

貨車廂freightcar,goodswagon

包房compartment

卧鋪（上、中、下）berth(uppermiddlelower)

硬座（卧）hardseat(berth)

軟座（卧）softseat(berth)

餐車diningcar

客車passengertrain

卧車sleeper;Sleepingcar

行李車luggagevan

晚點二小時delaybytwohours

搬運費porterage

出發城市departurecity

到達城市arrivalcity

班期days

隔周飛行BW(biweekly)

起飛Dep(departure)

到達Arr(arrival)

航班號FLT/N(flightnumber)

中途經停站數numberofstopover

等級classofservice

免費行李freebaggageallowance

航空公司air-line

中途不著陸飛行non-stopflight

夜航nightservice

定座再確認reconfirmationofreservation

單程票singleticket

來回票returnticket

國內票價domesticfare

國際票價internationalfare

客票有效期ticketvalidity

兒童票價childrenfare

單獨佔一座位occupyingaseparateseat

取消費cancellationfee

需有成人陪伴同行musttravelinthecompanyofanadultpassenger

中國民用航空局civilaviationadministrationofchina(CAAC)

超重行李excessbaggage

機場費airportfee

誤機費no-showcharge

不予退款norefundwillbegranted

總機（OPERATOR）

總機operator/switchboard/p.b.x.(privatebranchexchange)內線housephone

國際直拔IDD(internationaldirectdialing)

國內直拔DDD(domesticdirectdialing)

分機號extensionnumber

叫醒服務wakeupcall/morningcall

勿掛線holdtheline

區號areacode

國家代碼countrycode

對方付款collectcall

轉電話putthrough

市話localcall/citycall

掛線hangup

長途電話longdistancecall

客房設備與用品

小孩床cot

行軍床campbed

摺疊床foldingbed

沙發床sofabed

床架bedframe

床墊mattress

被子quilt

床軟墊bedpad

毛毯blanket

床單sheet

床罩bedspread

枕頭pillow

枕套pillowcase

被褥bedding

床頭櫃nightstand

床頭櫃電鈕板panel

拼合沙發sectionalsofa

茶几teatable;endtable

圓桌roundtable

梳妝台dresser;dressingtable

梳妝鏡dressermirror

寫字檯writingdesk

衣櫃wardrobe

廢紙簍waste-paperbasket

屏風screen

衣帽架hatrack

行李架luggagerack

衣架hanger;clotheshanger

抽屜drawer

窗帘curtain

掛帘drapes

蚊香mosquitoincense

洗衣袋laundrybag

電熱水壺electrickettle

原子筆ballpen

火柴match

煙灰碟ashtray

牆紙wallcovering

鎖lock

門把doorknob;Doorhandle

門環doorknocker

安全鉤safetydoorhook

床頭櫃燈nightstandlamp

梳妝燈dresserlamp

吊燈swaglamp;pendantlight

天花板吊燈ceilinglamp

檯燈desklamp

日光燈fluorescentlamp

壁燈walllight

茶几燈endtablelamp

落地燈floorlamp

燈罩lampshade

燈口socket;bulbholder

開關switch

插銷plug

保險絲fusewire

電冰箱refrigerator

錄像機videocassetterecorder

氣溫調節制temperatureadjuster

中央空調系統centralair-conditioningsystem

濕度調節器electrichumidifier

澡盆bathtub

臉盆washbasin

梳子comb

馬桶toiletpot;toiletbowl

馬桶蓋toiletseat

噴頭showernozzle

淋浴簾和架showercurtainandrod

水龍頭tap;faucet

橡皮塞子plunger

毛巾架towelstandorrack

浴巾bathtowel

毛巾towel

淋浴帽showercap

晾衣繩clothes-line

牙膏toothpaste

牙粉toothpowder

化妝品cosmetics

香皂soap

化妝品detergent

香水perfume

衛生紙toilettissue

電視搖控器TVremovecontrol

燈泡Bulb

兩相插座Two-pinsocket

三相插座Three-pinsocket

花瓶vase

浴室稱bathroomscales

花灑浴室防滑墊bathmat

自來水runningwater

淋浴噴頭showerhead

手紙toilerpaper

晚安巾good-nighttowel

面巾facetowel

浴巾bathtowel

浴袍bathrobe

睡袍eveninggown

女士衛生袋lady』ssanitary

海綿sponge

指甲挫nailfile

剃鬚刀razor

馬桶水箱蓋toilerwatertankcover

馬桶坐板toilerboard

垃極桶rubbishbin

沐浴露bathfoam

皂托soapdish

擦鞋服務shoepolishing

擦鞋紙shinepaper

污跡stain

內褲underpants

毛衣sweater

毛料織品woolenfabrics

領帶tie

修補mend

洗地機rotaryfloorscrubber

縫補stitch

防護手套rubberglovers

吸水機wetvacuums

溫度計thermometer

針線包sewingkit

節日

Valentine』sday情人節

Newyear』sday元旦

Springfestival春節

Thelanternfestival元宵節

Easter復活節

Mid-noonday中秋節

Nationalday國慶節

Thanksgivingday感恩節

Christmaseve平安夜

Christmas聖誕節

Labour』sday勞動節

Aprilfool』sday愚人

水果

草莓strawberry

蓮藕lotusroots

蘋果apple

芒果mango

梅子plum西柚grapefruit

椰子coconut

番石榴guava

龍眼longan

柚pomelo

西瓜watermelon

蜜瓜honey-melon

棗子date

木瓜papaya

櫻桃cherry

梨pear

葡萄grape

桃子peach

菠蘿pineapple

香蕉banana

荔枝lyche

部門

總經理辦公室GeneralManager』sOffice

前台(F/O)FrontOffice

培訓部TrainingD.

餐飲部(F/B)FoodandBeverageD.

客房部(HSKP)Housekeeping

採購部PurchasingD.

康樂部RecreationD.

工程部(ENG)EngineeringD.

保安部(SEC)SecurityD.

人力資源部HumanResourcesD.

公關部PublicRelationsD.

銷售部SalesD.

商場ShoppingArcade

財務部FinancialD.

員工食堂StaffCanteen

洗衣房LaundryD.

generalmanager總經理

executiveoffice行政辦

directorofexecutiveoffice行政辦主任

executivesecretary行政辦秘書

mailclerk收發員

bellcaptain行李主管

chiefoperator電話總機主管

informationclerk問訊員

restaurantsupervisor餐廳主管

hostess餐廳應接員

restaurantcaptain餐廳開單員

restaurant&kitchencoordinator餐廳劃菜員

kitchenwaiter傳菜員

executivechef行政總廚

headchef廚師長

cook爐灶廚師

butcher切配廚師

coldkitchencook冷盤配菜員

chef西餐廚師

bartender酒吧調酒師

baker麵包房操作工

pastrycook點心工

steward餐具管事

dishwasher洗碟工

grillchef廚房燒烤工

foodhygiene食品檢驗員

seniorsupervisor資深主管

floorbutler客房樓面值班員

recreationcenter康樂中心

gymnasiumattendant康樂服務員

saunaattendant桑拿服務員

swimmingpoolattendant游泳池服務員

beautician美容員

barber/hairdresser理髮員

masseurmasseuse按摩員

presser熨燙工

washer洗滌工

deliveryboy/mail客衣收發員

salesclerk銷售員

financialcontroller財務經理

chiefaccountant財務主管

accountingclerk總帳報表員

payable/receivableclerk往來結算員

propertycontrol財產核算員

costcontrol工資核算員

purchasingmanager採購經理

foodstoreroomsupervisor食品采保主管

foodbuyer食品採購員

foodreceiver食品驗收員

freshfoodstore-man海鮮保管員

dryfoodstore-man食品乾貨保管員

payrollmaster勞資員

personnelassistant人事員

trainer培訓員

staffcanteensupervisor員工食堂主管

chiefsecurityofficer保衛部經理

securityoffice保衛員

directoroffirecenter消防中心主任

fireman消防員

guard門衛

patroller巡邏員

chiefengineer工程部經理

mechanician機修工

air-conditioningman空調工

liftman電梯工

boilerman鍋爐工

keykeeper鑰匙工

plumber水電維修工

carpetman地毯牆紙

季節、月份、星期

春天Spring

夏天Summer

秋天Autuner

冬天Winter

星期一Monday

星期二Tuesday

星期三Wednesday

星期四Thursday

星期五Friday

星期六Saturday

星期天Sunday

一月January

二月February

三月March

四月April

五月May

六月June

七月July

八月August

九月September

十月October

十一月November

十二月December

常見病症

flu(influenza)流行感冒

ashotof打一針

atouchofflu有些染上流行感冒

absorbentcotton藥棉

acupuncture針灸

alcohol酒精

anaesthetic麻醉劑

Appendicitis闌尾炎

bloodtransfusion輸血

bowelmovements（stool）大便

complications併發症

constipation便秘

corpuscle（red/whit）血球

diarrhoea瀉肚

digestivesystem消化系統

disinfectant消毒劑

glucose葡萄糖

inoculation預防注射

intravenousinjection靜脈注射

intra-muscularinjection肌肉注射

sulfadiaine消炎片

mercurochrome紅藥水

patentmedicinepills成藥丸

retch噁心

twinge陣痛

allergic

abscess膿腫

ache酸痛

asphyxiated窒息

bodytemperature體溫

choking憋氣

coldfits陣冷

convulsions痙攣

dizzy,vertugo眩暈

dullpain隱痛

fever發熱

hackingcough不斷乾咳

hawking咳痰

hunger缺氧

inertia無力

itching癢

inflammation充血

lossofappetite食欲不振

obstruction阻塞

paralysis麻痹

runningnose流鼻涕

sharppain劇痛

shock休克

sore一碰就痛

stomach-ache胃痛

suffocation堵悶

twitching發炎

anemia貧血

cardiogram心電圖

cerebralcommotion腦震蕩

cramps抽筋

vomit嘔吐

stomachtrouble胃病

eczema濕疹

dermatosis皮膚病

arthralgia關節痛

backachedislocation腰疼

fracture骨折

disintegrationofbones骨裂

arthritis關節炎

alcoholism酒精中毒

foodpoisoning食物中毒

contraceptive避孕藥

alergosis過敏症

doctor』sorder醫囑

dose用量

infectious傳染性

unire小便

nausea噁心

unconscious不省人事

artery動脈

asthma哮喘

bronchitis支氣管炎

insomnia失眠

pinkeye紅眼，火眼

long-sightedness遠視

short-sightedness近視

squint斜視

heart-stroke中暑

anti-epidemicclinic防疫站

Chineseacademyofmedicalscience中國醫學科學院

dentahospital牙科醫院

HospitalofChinesemedicine中醫醫院

Infectiousdiseasehospital傳染病院

Instituteofoncology腫瘤研究院

maternitas產科醫院

specialhospital專科醫院

tuberculosishospital結核醫院

in-patientdepartment住院部

isolationward隔離病房

lying-inroom產房

observationward觀察病房

外交用或常用縮寫

H．E．(hisexcellency)閣下

H．I．M．(hisimperialmajesty)皇帝陛下

H．M．（hismajesty）陛下

H．R．H．（hisroyalhighness）殿下

P．C．（pourcondolence）弔唁

P．F．（pourfeliciter）謹賀

P．P．（pourpresenter）謹介紹

P．P．C．（pourprenderconge）辭行

P．R．（pourremercier）謹謝

R．S．V．P．（repondezs』ilvousplait）候復

ASAP（assoonaspossible）儘快

FYI（foryourinformation）謹此通知

IRC（internetrelaychat）網上聊天

RANDR（restandrelaxation）放鬆休息

Begum貴夫人（印巴稱呼）

BO…波（對高級軍官尊稱）

Burmesestyles緬甸稱呼

HisExcellencyMr.PrimeMinisterandMrs總理閣下和夫人.

HisExcellency閣下(對總統，總理，外長，部長，大、公使和顯要人物的尊稱；對王族，貴族，軍人或低於部長的官員一般不用)

HisorHerHighness殿下（對親王，王子，公主等到的稱呼）

HisRoyalHighness親王殿下（對太子和直系王族的尊稱）

Honorable對英聯邦系統常用於部長，大臣和議員的稱呼

Maung貌（男人一般謙虛的自稱）

Respectedandbeloved（特別）敬愛的

Respectedanddear敬愛的

Samdech親王（柬埔寨稱呼）

Thakin德欽（主人的意思）

TheirMajestiesKingXXandtheQueen對國王和王后的稱呼

Tu。。杜（對有地位婦女的尊稱）

U吳（緬甸人的尊稱）

YourExcellencyrespected尊敬的

培訓計劃

一、教學目的：各小組成員熟練掌握本組業務英語辭彙與常用交流方式，另外可自選參加其它一組學習相關英文知識。對今後工作中常見問題能獨立解決。

二、教學方式：前兩至四節課進行統一教學，學習酒店常用辭彙，常用對答句型。之後按小組進行分組教學，分組教學本小組常用英語辭彙，短句，以對話行式教學。各組在教學時也可提出學習要求。每次教學後給予一定作業。以常用句的完型填空為主。每周在內台提供五至十句常用句型，要求記錄作為今後考核的一項參考內容。各小組內自行兩人組成一個學習小隊。進行日常學習與課堂教學。

三、考學材料：自備教材，酒店情景英語、酒店英語

四、考核方式：首次考核在培訓計劃實行一個月後進行，之後每三個月進行一次考核，考核以口語對話形式為主佔65分，筆試20分，另外考查每周常用句型筆記情況佔15分。兩項成績加合不低於65分為合格。兩人一組的學習小隊自行設計一個不少於3分鐘的業務操作過程英語對話，考核成員當場指定一個場景進行分開對話，或考核常用辭彙，對於每次考核，每組末位考生給予補考機會（學習小隊為單位，不考慮筆記部分加合）。補考不合格者（學習小隊）必須每周完成預留作業，直至下次考核合格為止。

五、考核情況反饋：三次考核名次靠前的給予減免兩次考核。准予不參加集體培訓，報部門建議對績效工資進行增加。兩次考核名次靠後且一直無改善者報部門，建議對績效工資進行一定減扣，三次考核無明顯改善者建議部門人員更換。