第1篇 旅客住宿饭店必备常识Basic Knowledge
1.饭店住宿难题解决对策/2
2.自助旅行的规则/13
第2篇 接待服务英语会话须知Basic Service English
1.接待旅客英语会话注意事项/20
2.接待旅客基本英语会话句型/24
3.基本的电话应对/36
第3篇 提送行李的服务Bellman Services
1.带领至前台/42
To the Front Desk
2.带领至客房/44
Check in to Room
3.搭乘电梯/46
Taking the Elevator.
4.到达客房时/49
Arriving at the Room
5.分送行李/52
Standard Delivery
6.送错行李时/53
Delivery to the Wrong Room
7.回应客人的召唤 /56
Answering Calls
8.退房时拿行李下楼/S8
Bringing Baggage Down
9.客人要求提取行李时/61
Picking Up the Guest’S Bags
10.领取行李时/63
Collecting One’S Bags
11.寄存物品时/65
Depositing Some Items
12.领取寄存物品时/67
Collecting One’S Items
13.遗失取物牌时/68
Tag Being Lost
14.门房的应对/71
Doorman’S Service
第4篇 订房专线Room Reservations
1.来自国内的预约/74
Reservation frOm a Domestic Source
2.由第三者预约时/77
Reservation Made by a Third Partv
3.来自国外的预约/81
Reservation from 0verseas
4.没有想要的客房/83
Desired Room Being Unavailable
5.饭店客满时 /85
When the Hotel Is Full
6.无法连续预约至期满/88
Can’t Be Booked for All the Nights Requested
7.提供差一等的客房/91
A LowerQualityIsOffered
8.询问对房间视野的喜好/92
Room View
9.询问对房间类型的喜好/93
Room Type
10.床位大小及数目/95
Bed—size ＆ Number in Room
11.确认预约的电话/97
Confirmation Call
12.变更预订的日期/100
Change of Reservation Date
13.由第三者取消预约时/102
Cancellation by a Third Party
第5篇 前台(入住登记)The Front Desk(Check—in)
1.入住登记手续/106
Check—in Procedure
2.高峰时间的入住登记/109
Check—in at a Busy Time
3.确认难懂的姓名/112
Confirmation of Difficult Surnames
4.由公司付账的入住登记/114
On a Company Account
5.顾客持有预付收据售寸/117
With a Hotel Voucher
6.确认付款方式/119
Confirmation of Wav of Payment
7.无预约记录且饭店客满时/121
When Reservation Can’t Be Located
8.再度光临而房间费不同时/124
Room Rate Changes for a Returning Guest
9.旅行团的入住手续/127
Tour Group Check—in
对团体顾客的说明练习/131
第6篇 提供各项资料Information
1.询问客房号码时/136
Room Number Information
2.所查询姓名未列在表上/138
The Name Doesn’t Appear on the List
3.留言给住宿旅客/1 40
Message for a Staying Guest
4.替客人传话/144
Guest Location
5.介绍临近场所/147
For Nearby Locations
6.介绍较远的场所/149
For Faraway Locations
7.指示客人如何到饭店/150
Giving Directions to the Hotel
8.指示客人如何到目的地/1 S2
Giving Directions to the Destination
9.提供逛街观光资料/15S
Information for Shopping ＆ Sightseeing
10.亲手递交包裹/157
Delivery of Packages by Hand
11.代客人转交信件/160
Forwarding Letters
12.递交·寄送邮件/163
Delivering ＆ Sending Mail
13.广播呼叫客人/166
Paging
14.领取钥匙时/168
Picking Up Room Key
15.因整修而要求客人换房间/170
Room Change Due to Repairs
16.想多住几天却没有空房时/173
Wishing to Extend One’S Stay but No Room Available
17.要求帮忙查询电话号码/176
Looking Up a Telephone Number
第7篇 会计部门The Front Cashier
1.结账退房手续/180
Check—out Procedure
2.由公司付账的情形/184
Check—out by Company Account
3.解释信用卡限额/186
Explaining Credit Limits
4.标准汇兑手续/189
Standard Exchange Procedure
5.说明夜间汇兑限额/191
Explaining the Night Change Limits
6.保险柜/194
Safety Deposit Box
第8篇 客房管理部Housekeeping
1.说明洗衣服务时间/198
Explaining Laundry Service Hours
2.洗衣服务受理程序/201
Laundry Reception Procedure
3.逾时送洗衣物/204
Too Late for That Day’s Laundry
4.需要干洗时/206
Dry-cleaned
5.结账后有物品遗留在房里/208
Checking Out but Leaving Some Items in the Room
回复询问遗失物品的信函/21 3
6.请求清理房间 /214
Asking to Clean the Room
7.借用电器设备时/216
Borrowing Equipment from Housekeeping
8.需要常备药品时/218
Asking for Simple Medicine
9.电视故障时/220
When TV Is Out ofOrder
10.被锁在防火道之外时/222
Being Locked Out of the Fire Exit
火灾时疏散客人实用语句 /226
地震时疏散客人实用语句/228
第9篇 转接电话Telephone Operators
1.外线电话的处理/230
Outside Calls
2.客房没有人回应时/233
No Reply from the Room
3.广播呼叫客人/235
Paging aGuest
4.被呼叫客人没有回应时/237
No Reply from the Paged Guest
5.抵达时外线电话已挂断/238
Outside Caller Being Cut Off
6.客房间的通话与外线电话/240
Room.to—room ＆ Outside Calls
7.早晨叫醒电话/242
The Morning Call
8.代理通话服务/244
Answering Service
9.对电话占线的抱怨/246
Complaint about a Busy Line
10.越洋接听人付费电话/248
Incoming Collect Call from Overseas
11.越洋叫人电话/251
Outgoing Overseas Person—to—person Call
12.直拨叫号电话/254
Station Call—direct Dialling
13.国际电话费用/257
International Rates
14.抱怨线路有杂音/259
Complaints about Noise on the Line
第10篇 餐饮部门Food & Beverage-Department
1.餐厅预订/262
Restaurant Reservations
2.接待客人/265
Receiving the Guest
3.点菜 /268
Taking Orders
4.上菜/271
Serving the Food
5.付账/274
Presenting the Bill
5.酒吧/277
Bar Service