英语培训手册
发布时间:2020-08-29 来源: 入党申请 点击： 
英语培训手册 English Training Manual
目录 CONTENTS Foreword
1
前言 Part One
3
第一部分 Courtesy English
基本礼貌用语 Part Two
22 第二部分 Front Office Service
前厅服务 Part Three
35
第三部分 Housekeeping Service
客房服务 Part Four
52 第四部分 Food and Beverage Service
餐饮服务 Part Five
71
第五部分 Recreation Service
康乐服务 前言 Foreword 步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。
学以致用，是我们学习的最终目标。愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。
人力资源部 AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions as a main tool or a basic ability for hotel staff to communicate with foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement. Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.
Human Resources Department 基本礼貌英语 Courtesy English 一、欢迎问候语 Welcome and Greeting
1、 Good morning (afternoon, evening),sir (madam). 早上（下午，晚上）好，先生（夫人）。
2、 Welcome to our hotel. 欢迎光临我们酒店。
3、 Welcome to stay in hotel. 欢迎住在我们酒店。
4、 How do you do ?您好吗？ 5、 How nice to see you again. 真高兴再次见到您。
6、I hope you’ll enjoy your staying here. 我希望你们在这儿逗留愉快。
7、Have a nice stay with us. 希望您与我们在一起时开心愉快。
8、Did you have a nice trip?旅途愉快吗？ 二、祝贺语 Congratulation 1、 Congratulations.恭喜您。
2、 Happy new year.新年快乐。
3、 Happy birthday to you.生日快乐。
4、 Merry Christmas.圣诞快乐。
5、 Wish you every success.祝您成功。
6、 Wish you good luck.祝您好运。
7、 Have a good journey.祝您旅途愉快。
8、 Have a nice weekend.祝您周末愉快。
三、告别语 Farewell 1、 Goodbye.再见。
2、 See you tomorrow.明天见。
3、 Wish you come again.希望再次光临。
4、 Have a good trip and saft journey. 希望您一路平安，旅途愉快。
5、 goodbye and hope to see you again. 再见，希望再见到您。
6、 Have a nice trip.旅途愉快。
四、征询语 Requests 1、 May (can)I help you ?我可以帮您吗？ 2、 What can I do for you ?我能为您做什么？ 3、 Is there anything I can do for you? 我还能为您做些什么？ 4、 will it trouble you ?那会麻烦您吗？ 5、 Would you like
… ?您喜欢…？ 6、 Would you mind if …？ 五、应答语 Responses 1、 You are welcome.愿意效劳。
2、 It doesn’t matter.没关系。
3、 I see.我明白了。
4、 Thank you very much.非常感谢您。
5、 Thank you for you kindness. 谢谢您的好意。
6、 I’ll do it for you right away.
我马上为您服务。
7、 I’m glad to serve you .乐意为您服务。
8、 Sorry to have kept you waiting, sir/madam. 很抱歉，让您久等了，先生/小姐。
9、 I’ll be with you in a moment. 我一会儿就来为您服务。
10、 Thank you for your advice (information, help),感谢您的忠告（信息、帮助）。
六、道歉语 Apologies 1、 Excuse me 对不起。
2、 I apologize for this. 我为此道歉。
3、 I’m sorry to disturb you.真抱歉打扰您。
4、 I’m sorry, it’s our fault. 对不起，是我们的过错。
5、 Thanks for your reminding. 谢谢您的提醒。
6、 We’ll try our best to take some measures, so that you can be satisfied. 我们将尽力使您满意。
7、 Please forget it, sir/madam. 请不要放在心上，先生/小姐。
8、 I’m sorry about it .
关于那件事，我很抱歉。
七、婉言推托语 Refusal 1、 I’m sorry I can’t help you. 真抱歉我不能帮您。
2、It’s very kind of you but… 您的好意我领了，可是… 3、Thank you，no. We are not allowed to drink on duty. 谢谢，但是我们上班时不方便饮酒。
八、接听电话语 Telephone Sentences 1、Good morning, Reception××speaking. May I help you? 您好，总台，我是某某… 2、Sorry, you’ve dialed a wrong number. 抱歉，您打错电话了。
3、Please dial number…，thanks. 请拨号码…，谢谢。
4、Who’s calling, please?请问您是谁？ 5、Hold the line please, I’ll see if she is available. 6、Sorry, I still don’t understand what you said. 抱歉，我仍不明白您说什么。
7、Could you repeat that please? 请您再重复一遍好吗？
8、Will you please speak more slowly? 请您说的慢一点好吗？
10.I’msorry,I can’t follow you. 抱歉，我听不懂。
九、答谢语 Thanks and Answers 1. You’re most welcome..欢迎之至。
2. With Pleasure. 这是我们的荣幸。
3. We’re always at your service. 我们随时为您提供服务。
4.Thank you for coming.谢谢光临。
5.Thank you for your staying in our hotel. 谢谢光临我们酒店。
6.It’s our pleasure to have your staying with us. 您来我店是我们的荣幸。
7.Thank you for such a lovely gift. 谢谢您给了我这么可爱的礼物。
8.My pleasure.这是我的荣幸。
十、指路用语 Giving directions 1. After you please,sir (madam). 2. Go straight ahead,sir(madam). 请笔直走，先生/女士。
3. This way, please.这边请。
4. Turn left(right)at the first corner. 在第一个拐口左转（右转）。
5. Please use the elevator there ,sir/madam. 在那边用电梯，先生/小姐。
6. Please go down to the lobby here, madam/sir. 请从这边下去到大堂，小姐/先生。
7. It’s on the second(third)floor. 在二（三）楼。
8. Sorry,I’m not sure.If you’ll wait a minute.I’ll be glad to find out for you. 抱歉，我不能肯定，如果您等几分钟，我很乐意为您查清楚… 9. When you return to the hotel,please show this hotel card to the driver. 当您回酒店的时候，请把这张酒店卡给司机看。
10.I will take you there,sir/madam. 我带您去，先生/女士。
十一、提醒用语 Remind words 1.Please don’t leave anything behind. 请别遗忘您的东西。
2.Please don’t smoke here. 请不要在这里抽烟。
3、Please be careful.请当心。
十二、情景应对 Situational responses (一) 可以满足客人之要求时； 1. Certainly,sir/madam. 好的，先生/小姐。
2. I’ll go and get it right away,sir/madam. 我马上去拿来，先生/小姐。
3. Immediately,sir/madam. 马上就来，先生/小姐。
（二）不能满足客人之要求时； 1. I’m terribly sorry, we don’t have… 非常抱歉，我们没有… 2. Awfuly sorry,sir/madam.We have sold out… 实在抱歉，先生/小姐，我们已经卖完了。
3. I’m afraid we do not have… 恐怕我们已没有… （三）一时未能肯定是否能满足客人之要求时：
1. If you wait a minute, sir/madam.I’ll try to find out it for you. 如果您能等一会儿，先生/小姐，我将尽力找找。
2. Sorry to keep you waiting,I’m pleased to say we do have×××… 抱歉，让您久等了，我很高兴地说，我们确实有…
（四）客人征询你的同意可否拿走某物伯时：
1.Certainly,sir/madam.Let me help you . 好的，先生/小姐，让我来帮您。
2.Go ahead please.You’re welcome. 请拿吧，您可以随意使用。
（五）当不能答允客人的要求时：
1.I am so sorry,we can’t do that,It’s against our rules. 真抱歉，我们不能那样做。那违反我们的规定。
2.I’m terribly sorry,we are not allowed to do this. 我很抱歉，我们不允许这样做。
3.I’m afraid it’s against hotel policy,I’m so sorry. 我恐怕这违反了酒店的制度，非常抱歉。
（六）当客人由于客气而给你赏物时：
1.No,thand you.You’ve very kind. 不，谢谢您。您真好。
2.It’s very kind of you.But we can’t accept it.Thank you 您非常好心，但我们不能够接受，谢谢。
（七）婉拒客人的要求时：
1. I’m sorry.I can’t do it. 对不起，我不能做。
2. I’m afraid that’s not possible. 我恐怕那不可能。
3. No,sir/madam,it is not possible. 不，先生/小姐，那是不可能的。
（八）要中断与客人谈话时：
1. I’m sorry,sir I must go .Nice talking with you. 很抱歉，先生，我必须走了。和您谈话真令人愉快。
2. Good bye ,sir/madam. 请原谅我。
（九）若客人客气地与你说声“有个愉快的周末”等祝贺语的时候； 1. Thank you .You too,sir/madam. 谢谢您。您也一样，先生/小姐。
2.Thank you.And you,sir/madam. 谢谢您。您也是，先生/小姐。
3.Thank you.The same to you,sir/madam. 谢谢您。您也一样，先生/小姐。
（十）要打断客人的谈话时，应说：
1. Excuse me for interrupting. 对不起，打扰了。
2．May I take up a few minutes of your time? 我能占用你们一会儿时间吗？ 3.May I speak to you for a moment,sir/madam. 我能与您谈会儿吗，先生/小姐。
（十一）当客人催促时：
Sorry to keep you waiting,I’ll see to it right away. 抱歉，让您久等了，我马上查看。
（十二）向客人展示单据等物时：
Here is your…Sir/madam. 这是您的…，先生/小姐。
（十三）接受投诉或批评时：
1.Thank you for telling us,sir/madam.I assure you it won’t happen again. 谢谢您告诉我们这些，先生/小姐。我保证今后再也不会发生这种事情了。
2. I’ll speak to our manager about it ,please accept our aplolgies. 我会报告我的经理，请接受我们的道歉。
（十四）处理错误或过失时； 1. I’m rettibly sorry.There could have been some mistake.I do apologize. 非常抱歉，一定出错了，实在对不起。
2. I’m sorry,sir/madam.I’ll look into the matter at once. 对不起，先生/小姐。我马上查核这件事。
（十五）当你听不懂时：
1. I’m sorry I don’t understand.I’ll get you the
manager. 对不起，我不明白，我去叫经理来。
2. I’m sorry,I don’t understand.Can you show me? 对不起，我听不懂，请问您能给我看吗？ （十六）请客人作某种事情时：
1. Could you(sign here),please? 请问您能（在这儿签名）吗？ 2. May I ask you to (return in 5minutes),sir/madam? 我能请您（在五分钟内返回）吗，先生/小姐？ 3. Could I have your name,sir/madam? 能告诉我您的名字吗，先生/小姐？ （十七）听到对客人不利的事时：
I’m sorry to hear that.I hope you will be better soon. 真抱歉听到这个消息，希望您很快就会好起来。
（十八）当你知道客人一个好消息时：
I’m glad to hear that. 很高兴听到这个消息。
（十九）当客人因为自己动作慢、手脚不灵或残疾而感到困窘时：
1. Please take your time,sir.There’s no hurry. 请慢慢来，先生。不用忙。
2.Don’t worry,madam.well see to it. 不必担心，夫人。我们会料理的。
3.Don’t worry,sir.Well clean it up. 不必担心，先生。我们会把它收拾干净的。
（二十）当客情忙，你不能同时招呼两位客人时； I’ll be with you in a moment, sir/madam. 我一会儿就为您服务，先生/小姐。
（二十一）当人手短缺而外宾需要服务时：
1. I’ll be with you in moment, sir. 我一会儿就来招呼您，先生。
2. I’ll sorry. I must take each guest by turn, sir. 很抱歉，我必须按先后次序为顾客服务，先生。
3. I’ll be with you as soon as possible. 我将尽快来为您服务。
十三、酒店部门名称 Names of the hotel sections Department
部门 Executive Office
行政办 Engineering Dept.
工程部 Human Resources Dept.
人力资源部 Accounting Dept.
财务部 Food
Beverage Dept
餐饮部 Security Dept.
安全部 Sales Marketing Dept
市场部
Front Office Dept.
前厅部 Recreation Dept.
康乐部 Public Relations Dept.
公关部 Housekeeping Dept
管家部 Reservation
预订处 Business Center
商务中心 Reception
接待处 Information
问询处 Cashier’s
收银处 Chinese Restaurant
中餐厅 Western Restaurant
西餐厅 Lobby Bar
大堂吧 Beauty salon
美容中心 Night Club
夜总会 Swimming Pool
游泳池 Sauna
桑拿 Shopping Mall
购物中心 Clinic
医务室 Multifunction Hall
多功能厅 Chatting Bar
聊天吧 Reflexology Service Center
足浴中心 Table Tennis Room
乒乓球室
Billiards Room
桌球室 Fitness Center
健身中心 Tennis Court
网球场 Rose Garden
玫瑰花园 Chess and Cards Room
棋牌室 Grand Pastry
名都饼屋 Long bar
廊吧 Four Seasons Chamber
四季轩 Cookfun Town
国风堂 Yigar Bar
颐年雪茄吧 New Century Hall
开元厅 Grand Dynasty Hall
竞潮厅 Montalcino Grill
梦迪西诺扒房 Position
职位 General Manager
总经理 Resident Manager
驻店经理 Director
总监 Manager
经理 Assistant Manager
大堂副理 Supervisor
主管 Captain
领班 Cashier
收银员
Room Attendant
客房服务员 Clerk
职员 Waitress
餐厅女服务员 Waiter
餐厅男服务员 Operator
话务员 Bellboy
行李员 Driver
司机 Receptionist
接待员 Secretary
秘书 Repairman
维修员 十四、节日和庆祝日 Festival and Celebration Spring Festival
春节 Lantern Festival
元宵节 New Year’s Day
元旦 Christmas Day
圣诞节 Thanksgiving
感恩节 Valentine’s Day
情人节 Easter
复活节 Mid-Autumn Day
中秋节 Birthday
生日 Anniversary
周年纪念日
International Labor Day
国际劳动节 International Children’s day
国际儿童节 Westlake Exposition
西博会 Qiantang Tidal Bore Festival
钱塘观潮节 十五、旅游景点 Scenic spots West Lake
西湖 Linying Temple
灵隐寺 Yue’s Tomb
岳庙 Future world
未来世界 Song Dynasty Town
宋城 Yellow Dragon Cave
黄龙洞 Taizi Bend
太子湾公园 Xiling Seal-Engravers’Society
西泠印社 Hangzhou Recreational Park
杭州乐园 Oriental Culture Park
东方文化园 Households in the Hills
山里人家 Kuahu Bridge Cultural Site
跨湖桥文化遗址 Renmin Square
人民广场 Liangzhu Culture Museum
良渚文化博物馆 Spring Dawn ath Su Causeway
苏堤春晓 Bamboo-Lined Path at Yunqi
云栖竹径 Breeze-ruffled Lotus at Quyuan Garden
曲苑同荷
Sweet Osmanthus Rainat Manjuelong Village
满陇桂雨 Autumn Moon over the Clam Lake
平湖秋月 Dreaming of Tiger Springat Hupao Valley
虎跑梦泉 Malting Snow at Broken Bridge
断桥残雪 Inquiring About Tea at Dragon Well
龙井问茶 Orioles Singing in the Willows
柳浪闻莺 Nine Greeks Meandering Through a Misty Forest 九溪烟树 Viewing Fish at Flower Harbor
花港观鱼 Heavenly Wind over Wu Hill
吴山天风 Leifeng Pagoda in Evening Glow
雷峰夕照 Ruan Gong Islet Submerged in Greenery
阮墩环碧 Twin Peaks Piercing the Cloud
双峰插云 Yellow Dragon Cave Dressed in Green
黄龙吐翠 Evening Bell Ringing at Nan ping Hill
南屏晚钟 Clouds Scurrying over Jade Emperor Hill
玉皇飞云 Three Pools Mirroring the Moon
三潭印月 Precious Stone Hill
宝石流霞 前厅服务 Front Office Service 一、关键词语 Key words Lobby
大堂 Emergency exit
紧急出口
Safety boxes
保险箱 Presidential suite
总统套房 Single room
单人间 Standard room
标准间 Check-in
登记入住 Check-out
退房 Registration form
登记卡 Room charge
房价 Service charge
服务费 Discount
折扣 Identification
身份证 Operator
总机 Elevator
电梯 Deposit
定金 Passport
护照 Tariff
房价表 Baggage/luggage
行李 Face south
朝南 Trolley cart
行李车 Special rate
优惠价 Arrival time
到达时间 Department time
离开时间
Flight number
航班号 Message
留言 Envelope
信封 Receipt
收据 Cheque
支票 Breakfast voucher
早餐券 Credit card
信用卡 Morning call
叫醒服务 二、基本句型 Basic Sentences 1. Do you have a reservation?/ Have you a reservation? 您预订过吗？ 2. How long will you be staying ? 您将要住多久？ 3. May I know your name and room number? 您能告诉我您的名字与房间号码吗？ 4. Here is your key card, please keep it until you check out. 这是您的钥匙卡，住店期间请包管好。
5. Thank you for calling. We look forward to serving you. Goodbye. 谢谢您打电话来，我们期待为您服务，再见。
6. To whom should we send the bill? 我们应该把帐单寄给谁？
7. We are fully booked for all types of rooms on that night. 那天晚上各种类型的房间都预约额满了。
8. We hope we’ll have another opportunity of serving you. 我们希望另有机会为您效劳。
9. Could you show me your passport, please? 能出示一下您的护照吗？ 10. Don’t worry sir. I’ll call our Assistant Manager to help you now. 别着急，先生。我传呼大堂副理来帮您。
11. Our bellboy will your bags and show you the room.
我们的行李员会帮您拿行李，并领您去房间。
12. I’m afraid it’s against the hotel’s regulations. 很抱歉，这违反酒店的规章制度。
13. We’ll have to charge you 50 percent of the room rate extra, if you can’t check out before 12:00a.m 中午 12：00 前未离店的客人需加收 50%的房费。
14. Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？ 15. You can get your money changed at the Cashier’s Desk. 您可以去收银处兑换钱。
16. I’m sorry, sir. There has been a mistake. Please wait a moment while I correct the bill. 对不起，先生，这里有些错，请您稍候，让我更正一下。
17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The charge is 100 Yuan. 到萧山机场大约需要 30 分钟，费用是 100 元。
18．Please give the slip to the taxi driver and he’ll take you there. 请把这张字条交给出租车司机，他会送您到那里的。
19.Here is a brochure explaining hotel services. 这儿用说明酒店的服务手册。
20.There are safety deposit boxes at the Front Desk. 总台有存放贵物品的保险箱。
21.As a hotel policy, we require one day’s room charge as deposit for guests without reservation. 根据酒店规定，对于没有预订的客人，我们要收一天的费用作为押金。
22.Do you need a map or hotel card? 请问您要地图或是酒店名片吗？ 23.Sir,you may keep the room until six O’clock in the afternoon, but I’m afraid I have to charge you a half day’s room charge according to the hotel policy.
先生，您可将房间保留至下午 6 时，但根据宾馆规定，恐怕我们要收半天房租。
24.Sorry,we have no domestic collect call service. You have to pay for the call yourself. 对不起，国内电话是没有对方付费的，您得自己付款。
25.For outside calls, please press 9 first and when you hear the dialing tone, press the number you want. 打外线请先按 9，听到声响后再按您的要的号码。
26.You’d better request a morning call. 您最好要求叫醒服务。
27.Would you like me to call a taxi for you? 请问需要帮您叫车吗？ 28.We’ll send your original copy to your room after we have faxed that. 我们发出传真后，会把您的原文送到您房间去的。
29.Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？ 30.Please pay at the Cashier’s Desk over there. 请去那边帐台付款。
三、情景对话 Conversation A. Room reservation
Reservationist; New Century Grand Hotel, Reservation
Desk. Can I help you? Guest: I an calling from Paris. I’d like to reserve a room in your hotel. R: What kind or room would you like, sir . We have single rooms, double rooms, suites etc, G:A suite, please! R: Which date would that be ? G: From October 15 th ,and for three nights R: Ok, sir. Could you hold the line, please? I’ll check our room availability for those days.…Thank you for waiting, sir .your room is confirmed. Would you like breakfast? G: Yes, of course. R: Can you give me your name please, sir. G: George Brown R: Mr. Brown. May I have your phone number please? G: Yes ,the number is 0031-321-2345 R: What time do you expert to arrive. Mr. Brown? G: Oh, around 6 p.m. I Suppose R :Mr., Brown. I’d like to confirm your reservation. A suite room for three nights from October 15th
to 17th,the phone number 00331-321-2345.Am I right? G: Yes ,thank you
R: You are welcome. We look forward to serving you. B. Registration Clerk: Good afternoon. Welcome to the New Century Grand Hotel .May I help you ,sir? Guest: Yes, I’d like to check-in, please. C: Certainly ,sir. May I have your name ,please? G: Yes , it’s George Brown. C: Do you have a reservation with us, Mr. Brown? G: Yes. C: Just a moment , please. I’ll check our reservation record…thank you for waiting, Mr. .Brown. Your reservation is for a suite for three nights . Could you fill out the registrations card , please? G: Ok, Thank you. C: How would you like to make payment, Mr. .Brown? G: By credit card. C: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your room is 3706 on the 37 floor . Just a
moment please. A bellboy will show you to your room . I hope you will enjoy your stay. C. Depositing bags Guest: I’d like to leave these with you.
Bellman: Certainly, sir. How many pieces? G: Five in all. B :Is there anything valuable or breakable in your bags? G: No, B: Thank you. G: When dose the cloakroom close? B: The cloakroom is open until 9p.m. Here are the name tags. G: Thank you , goodbye. B: Goodbye, D. Business Center Clerk : Good morning . Business Center , May I help you? Guest : Good morning . This is Henry Bellow calling from Room 3904.Would you mind giving me some information on your services? C: Certainly , Mr. ,Bellow. We have a lot of facilities to offer secretary service for our business guest, G: I have some documents to be typed at the moment and I hope they will be ready before 3:00p.m.today. C: How many pages are they in all? G: It will be about 20 pages. C: Well, it’s rather a tough job , but we’ll try our best ,Mr.
Bellow. G: Good ,I’d really appreciate it if it could be arranged, A,预订客房 预订员：您好！开元名都大酒店，预订处，我能为您服务吗？ 客人：我从巴黎打电话过来，想在你们酒店订一个房间。
员：
先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间等等。
客：一个套间。
员：请问您哪天要这个房间？ 客：从 10 月 15 日开始，一共 3 天。
员：好的，先生。请稍等，为您查一下那几天的预订情况，谢谢，让您久等了。您的房间已经定好了，您需要早餐吗？ 客：当然。
员：请告诉我您的姓名，好吗？ 客：乔治·布朗。
员：布朗先生，请留下您的电话号码，好吗？ 客：好的，是 00331-321-2345 员：布朗先生，我确认一下您的预订。您定了一个套间，从 10月 15 日至 17 日，共三晚，您的电话号码是 00331-321-2345。对吗？ 客：是的，谢谢。
员：别客气。我们期待为您服务。
B，登记入住 职员：下午好，欢迎光临开元名都大酒店。我能为您服务吗？先生？ 客人：是的，我想办理入住登记手续。
员：当然可以，先生，请问您的姓名？ 客：乔治·布朗。
员：请问您预订了吗？布朗先生？ 客：是的。
员：请稍等，我查一下预订单……谢谢您的等待，布朗先生。您预订的是一个套间，共 3 个晚上，请填一下登记单，好吗？ 客：好的，谢谢。
员：请问您将以何种方式付款。
客：用信用卡。
员：让我复印一下您的信用卡，好吗？谢谢您，布朗先生，您的房间在 37 层，房号是 3706。请稍等一下，行李员会带您去您的房间的。希望您住得愉快。
C 寄存行李 客人：我想把这些东西存放在您这儿。
行李员：当然可以先生，请问有几件？ 客：一共有五件。
员：在您的行李中有没有贵重或易碎物品呢？ 客：没有。
员：谢谢。
客：你们这儿什么时间关门？ 员：我们这个行李寄存处营业到晚上 9 点。给您行李牌。
客：谢谢，再见， 员：再见。
D 商务中心 职员：早上好，商务中心。我能为您服务吗？ 客人：早上好，我是 3904 房的哈瑞·比朗，我能问一下服务情况吗？ 员：当然可以，比朗先生。我们有很多设施为商务客人提供秘书服务。
客：我现在有些文件想打印，希望在今天 3 点之前能完成。
员：共有几页？ 客：大约 20 页。
员：有些困难，但我们会尽力的，比朗先生。
客：好的，我希望完成。
客房服务 Housekeeping Service 一、关键词语 Key words
bed
床 basin
洗脸盆 single bed
单人床
bath-tub
浴缸 double-size bed
双人床 shower cap
浴帽 extra bed
加床 shampoo
洗发水 sheet
床单 conditioner
护发素 blanket
毛毯 comb
梳子 quilt
棉被 tooth-paste
牙膏 bed spread
床罩 tooth-brush
牙刷 pillow
枕头 soap
肥皂 pillow-case
枕头套 bedside
肥皂碟 bedside
床头柜 cotton tips
棉签 wardrobe closet
水龙头 switch
开关 shower curtain
浴帘
lampshade
灯罩 towel rail
毛巾架 bulb holder
灯头 bathrobe
浴衣 lampshade
灯罩 towel rail
毛巾架 bulb holder
灯头 bathrobe
浴衣 bulb
灯泡 tank
水箱 socket
插座 shower head
喷头 hair dryer
电吹头 telephone
电话 shaver
剃须刀 telephone directory
电话目录 electric razor
电动剃须刀 slippers
拖鞋
glass
水杯 ball-pen
圆珠笔 ashtray
烟灰缸 aerogram
航空邮件
match
火柴 questionnaire
意见书 tea table
茶几 post card
明信片 curtain
窗帘
brochure
酒店简介 blackout drape
遮光窗帘 hotel card
酒店名片
cloth brush
衣刷 desk
写字台
shoe-horn
鞋拔 stationery folder
文件夹 mirror
镜子 letter paper
信纸 clothes hanger
衣架 air mail envelope
航空信封 carpet
地毯 service directory
服务指南 rubbish bin
垃圾桶
sewing kit
针线包
toilet
恭桶 bath foam
淋浴液
body lotion
润肤露 quality executive
行政楼层
bathroom
浴室 deluxe suit
豪华套房
refrigerator
冰箱 double room
双人房
chair
椅子 twin room
双床房 sofa
沙发
stepping pad
垫脚凳 bed light
床头灯
safety box
保险箱
telephone
电话机
painting
壁画
shoe brush
鞋刷
bath wat towel
地巾
bath towel
浴巾
towel
毛巾 hand towel
方巾
alarm clock
闹钟 TV remote control
遥控器
Table lamp
台灯
Floor lamp
落地灯
Scissors
剪刀
Toilet paper
卫生纸
Tissue
面巾纸
二、基本句型 Basic Sentences 1、welcome to 19th follr
欢迎光临 19 楼。
2、Housekeeping, may I come in? 客房服务员，我可以进来吗？
3、When would you like me to clean your room, sir?
您要我什么时间来为您整理房间，先生？ 4、May I clean your room now?
我现在可以为您整理房间吗？ 5、Leave you laundry in the laundry bag. 请把要洗的东西放在洗衣袋中。
6、The Laundry bag and laundry list are in the wardrobe. 7.We will deliver it within 4 hours at a 50% extra charge. 加收 50%的费用，我们在 4 小时内洗好送还。
8.Would you like express service or normal service? 您要快洗服务还是普洗服务？ 9.You’d better check you laundry. 您最好查看一下洗好的衣服。
10. May I know your name and room number?
您能告诉我您的名字和房号吗？ 11. Here we are ,room 3605. 3605 号房间到了。
12. I’ll send for an electrician(doctor…)for you. 我给你请电工（大夫…）
13.A repairman will come and check it right away. 修理工马上会来检查。
14.I’ll show you the awy myself.
我亲自带您。
15.I am sorry,but we don’t have the special equipment necessary.
抱歉，我们没有所需的特别设备。
16.I am afraid guests are not allowed to use iron or electric heaters in their rooms.
客人恐怕不准在房间里使用熨斗或电器。
17.Our hotel has very good room service.
我们酒店的送餐服务非常优良。
18. If you don’t want to be disturbed,you’d better press the “Don’t Disturb” key on the bedside controls. 如果您不想被打扰，您最好按床边的“请勿打扰”键。
19. There are several kinds of drinks in the mini-bar.Please help yourself to them.The cost of the drinks you’ve had
will be added to your account. 冰箱里有饮料，请随便用，用后统一结帐。
20. I’m afraid you have to pay for it according to the hotel policy. 根据酒店规定，恐怕您得赔偿。
三、情景对话 Conversation A.Asking to clean the room
Attendant:(Knocking at the door or prssing the door bell three times) House-keeping .May I come in? Guest:Come in,please. A:Good afternoon,sir.I am sorry to disturb you.May I clean the room now? G:Yes,please. A:Thanks a lot. B.Turn-down service Attendant:Turn-down service.May I come in? A: Good evening.Mr Mrs White.How are you this evening? Guest:Fine,thank you,and you? A:I’m fine,too.Thank you,. G:We are waiting for our friends now.We will go to have dinner together.Could you come later? A:All right,madam.I’ll come later.Anything else I can do for
you ,madam? G:Yes.How about tidying up a bit in the bathroom.I’ve just showered and it’s quite a mess. A;Yes,madam.I’ll place some clean towels there as well. C.Introducing hotel service Attendant:May I come in? I’m a room attendant. Guest:Come in,please. A;Good evening,sir and madam.Sorry to have kept you waiting.Where can I put your luggage? G:Just here.Thank you.This is for you. A:No,thanks.We don’t accept tips in our hotel.. Thank you all the same.Is there anything else I can do for you,madam. G:We want to have our breakfast in our room tomorrow.When should we order that? A:This is your door knob menu. Just check the items you would like for breakfast. Mark down the time,hang it outside your door before you go to bed tonight. Our hotel has very good room service. G:I hope we can get up on time. A:Don’t worry,madam.We have morning call service.You may tell the operator your room number and your time.
G: Thank you for your help. A: If you don’t want to be disturbed,just place this “please do not disturb”sign outside your door.Anythig else? G: Yes.I want to send a fax to my friend. A:There is a business center in the lobby.You may send the fax there. G:That’s very kind of you. A: Good night. G：Good night. D．Facility problems Attendant：Housekeeping．May I come in? Ｇuest：Sure．Come in. A: Did you call for service，madam? Ｇ:Yes，the television isn’t working. Ａ：I’m very sorry，madam．A repairman will come and check it immediately. G：Oh，and another thing．The People next door are very noisy. A：I’m very sorry about the noise，madam．W...
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