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护理询问问题请说Treatment ConsultationQuestions IIII Tellme about your skin.一下您的皮肤您对自己的皮肤最关注的是什么?What concerns you aboutyour skinWhat您在家里用什么产品products do you use at homeWhen wasthe last time you had a您上次做脸部护理是什么时候?您对自己facial Whatconcernsyouaboutyourbody身体最关注的是什么?您在家里用什么产品?What productsdo youuseat home您以前做过身体护理吗?Have youhad anytype ofbody treatment beforeLesson19安康相关词句句高血压Health-related vocabularywords Highblood pressure低血压糖尿病癫痫症呼吸Low bloodpressure DiabetesEpilepsy Respiratoryproblems问题呼吸道感染窦充血、窦炎A respiratoryinfection Sinuscongestion Circulationproblems[circulatory disorder]循环循环的病症,障碍心;心脏条件消化紊乱A heartcondition Digestiondisorders风湿病关节炎感冒伤风流感流行性感冒哮Rheumatism ArthritisA coldThe fluAsthma喘肌肉痉挛,抽筋,痉挛皮疹A musclecramp on...my arm,my leg,etc.A rashA cut〔切口,伤口,裂口敏感性皮肤红斑eg I have acut on my leg]Sensitive skinRosacea座疮牛皮癣挫伤或人体碰伤后产生的青淤人造股骨Psoriasis Abruise Ahip implant头埋入物金属连接处〔里骨,肩胛骨,A metaljoint[knee cap,shoulder blade,hip,etc.]髓部〕An oedema水肿Varicose veins静脉曲张的纹理Athlete9s foot皮真菌病,足癣.对过敏的,过敏性的Allergic to..Very sensitive皮肤,敏感的,过敏性的妊娠的,有孕的Pregnant Takingmedication]服药母乳喂养晒黑的是的,我有Breastfeeding SunburnedOR Yes,I had...A surgery[operation,surgical,procedure]手术癌化学治疗;化学疗法Cancer Achemotherapy/radiation sessionSometimesa customermight addjust asmall warningfor example:有的时候,客人可能在我们为他们供给效劳时会给我们一些小警示,例如“Please”当遇到我的腿时请留神点”be careful when you touch myleg Pleasemind thescar Ihaveonmyleftcalf9”请留意我左小腿上的伤疤”If acustomer usesthe expression!recently hada babyor“I hada babyX monthsago”you shouldenquire furtheron their假设一位客人说“我刚生了孩子”或者“我在个月前生health concernsfor example:X了孩子”你就要更多的询问她们关注的安康问题比方您是母乳喂养吗Are youbreastfeeding yourbaby Is there any particular area you有#么地方/区域您需要我特别关注吗?would like me to focus on
三、前台常用英文Receptionist English
1.Good morning/afternoon/evening,sir/madam.上午/下午/晚上好,先生/女士有Spa.what can I do for you/canIhelp you什么我能帮您的吗?请问您有预定吗?
2.Do you have thereservation
3.How many请问先生/安士people do you haveAnd whenwould youexpect toarrive,sir/madam几个人?或许几点到?
4.Have a seat,please.This isour menupricelist,you canlook您请坐这是我们的工程单价格单,您可以先看一下at first.o
5.If you need I recommend toyou Whatpressure do you preferHard,medium or是否需要我给您做一下推举呢?您宠爱什么力度的工程力度大一点的还是light中等力度或者是比较轻的力度?
6.If you like the,the treatmentis.假设您宠爱—力度,我给您推举—工程recommended
7.Just a moment,please.He isntavailable now,would youmind arranginganother您可以稍等一下吗?他现在正在忙,可以帮您安排另一位吗?one for you
8.Sorry很内疚让您久等了,请用茶to have kept you waiting,please enjoyyour tea.您需要单人间还是双人间?
9.Do youneed thesingle room or doubleroom
10.先生/女士,请问您是住在我们酒店吗?Are youthe guestof ourhotel,sir/madam
11.我可以知道您的房间号吗?May Iknow your room number
12.Can youfill theform麻烦您填写一下这张表格,这可以帮助It canhelp the therapist knowmore aboutyou.理疗师更加了解您的状况〔
13.You choosethe〕treatment,60minutes,the priceis RMB688,add theservice chargethe totalis您选择的工程是〔RMB7912〕,六格外钟,价格是元,加效劳费一共是元
688791.
214.Have arest in the lounge,thetherapistwill readythe roomfor youin5minutes.请您在休息区等一下,理疗师将在五分钟内将您的房间预备好
15.This isyour therapist today,her nameis Helen.”这是您今日的理疗师,Heleno我们的
16.Our openingtime isfrom10:00to23:
00.The lastorder timeis20:
30.营业时间是从上午到晚上.最终预约时间是10:0023:0020:
3017.Enjoy your treatment.期望您有一个好的工程过程待会见See youlater.您想怎么结
18.How do you want to payIn cash,credit cardor chargeto room账?现金,刷卡,还是房帐?这
19.This isyour bill,may I have yoursignature here是您的账单,请您在这签名您觉得这次工程做的怎么样?
20.What doyou thinkof the treatment
21.1look期盼您下次光临forward to your comingnext time.
22.Excuse me!Sir/Madam X,sorry...our spais locatedon anon smokingfloor ofthehotel.If yousmoke here,our smokedetector will go off.Meanwhile,smoking isnot goodfor your health.I willserve yousome wateror tea.Drinking morewater beforeyourtreatment isgood forexpelling oftoxins,which isimportant for your health.Can Itake the」cigarette please...Please enjoyyour professionaltreatment先生/女士,不好意思,打搅您一下,我们在酒店是不吸烟楼层,假设X SPA您在这里抽烟,这里的烟感器在酒店保安部会发出报警声,这让我们很为难再说,吸烟对您的身体也不好,不如您多喝水〔同时倒茶或水给客人〕做护理前后多喝水,也有助于体内排毒,对您的安康尤为重要,要不我帮您将烟头拿出去熄掉(将手伸向客人拿烟头)感谢您!请好好享受您的专业护理祝您开心!“
23.发票需要公司名称吗?Whether thereceipt needthe companyname我们的预
24.Our reservationis full.Now you may need to waitabout halfan hour.约已经满了现在您可能要等大约半小时我认为我们的产品物有所值
25.Our productis valuefor theprice.不
26.1am sorryMr._,I amafraid alltaken at7Pm,but we have anyopening at8Pm.好意思先生,莪们下午点的预定已经满了,但是八点可以7不好意思,请您再说一遍好吗?
27.1am sorry,would youplease repeatagain
28.电梯在那儿The elevator/lift isover here..渐渐参观/随便参观
29.Please takeyour time./Go rightahead,please感浦寸您
30.Thank you for tellingus aboutit I will lookinto thematter rightawayo告知我们我马上去处理这件事情请把您的手机关机或调到静音Is thereany medicalcondition Ishould beaware of有任何安康状况需要我留意吗?Is thereanyparticularareayouwould like to focuson有需要特别需要关注的部位吗?A,during the treatment,I will keep quiet to letyou relaxtotally先生/小姐,在护理过程中,为了您能完全安全放松,我将保持安静ALesson5工程开头Starting theTreatment I will beginwith FootHot Compress,please relax我将开头足部热敷,请您放松并享用and enjoy.理疗期间我会少During thetreatment I willkeepquiettoallow youto relaxtotally.说话让您好好放松But if youneedanything or feel uncomfortable.,either toohot ortoo cold,please let.假设您有任何需要或感到不适,如太冷或是太热,请马上告知我me knowLesson6During theTreatment工程进展中调试水温Adjust WaterTemperature I will goand prepare your shower,我去调一下水温,请您先休息一会please restfor amoment..水The water temperature hasbeen adjust,please becarefulwhenyou getoff the bed温已经调好,请您留神下床这里有浴巾和浴帽,请您随Here isthe showercap andtowel,please help yourself.便.When you are ready,just ringthe belland Iwill comeback tofetch you,please enjoy假设您预备好了,请您摇铃,我将会来接您,请您随便Foot SoakingRitual泡脚请您将脚放入水中Please put your feetinto thewater.温度适宜吗?Is thewatertemperaturecomfortable Didyou have a sameor similar请问您之前在做过相看或一样的理疗吗?treatmentbeforewith SpaSpa We willgo我们将去理疗区,这边请over tothetreatmentarea.Now,this wayplease.请脱下浴袍并放在椅子上Please removeyour robeand putit onthe chairWe start我们会从背部先开头脸向from theback Becareful toget onthe bed,please layface up上躺下来,请留神房间温度合适吗?Is theroom temperaturecomfortableIsthemusic音乐音量适宜吗volume levelgoodIf there is anythingthat needsto adjusted,please let假设有任何需要调整的地方请告知我me knowExcuse me,Iwillwash myhands before护理开头前我会先清洁我的双手先生/小姐,现在时间是starting A,the timenow isA・请转身这样的力度可以吗?・・・Please turnover Isthis pressuregood Lesson7护理完毕及护理后的建议End ofTreatment AfterCare AdviceA,your treatment先生/小姐,您的护理已经完成了,您感觉如何is completed,how doyou feelA Becarefulgetting offthebed留神下床Can Iget yousomething todrinkwould youlike someflower tea orwater我去为您预备一些茶水,您想要花茶还是水呢?Irecommend you thatyou dont我建议您过几个小时再淋shower for the nextfew hours,as nowthe skinpores are open浴,由于现在您的皮肤毛孔是张开的【刚刚在您的工used
1.
2.
3.
4.
5.for your treatment.程中我用到了您的皮肤比较一可Your skinis_,youmaywanttoadd_for yourdaily useathome.以考虑诬_做日常护理一我建议您小时I wouldrecommendyounot to take ashower for at least4hours,4内不要淋浴As theessential oilthat we have usedforyour massage hasa therapeuticeffect forup由于我们刚刚的按摩精油而疗效会维持小时以上.to8hours.8Also,now thatthe skinporesareopen,according toTraditional ChineseMedicine thedampness willenter yourbodyeasily andmay causean adverseeffect.另外,现在您的毛孔已经翻开依据中医理论,这个时候潮气很简洁进入毛孑从而起至相反的作用.L UPlease takeyour timeto change,and dontforget your您请渐渐换衣服,不要遗忘您的物品belongings Please have aseat,may Ioffer yousome先生/小姐,请坐,请用茶teaorwater,AA Is there anything else I can doforyouA您还有什么需要我做的吗,先生/小姐『A A,11leave youin thegood careof receptionist,先生/小姐,请允许我先离开,我have anice day,hope tosee yousoon,thanks againA们的前台接待员会为您效劳,祝您今日开心,期望很快见到您,再次感谢您Lesson8碰上难缠的男客人Difficult MaleClients SirIm sorry,but Tma highlytrained andskilledTherapist andthis isa professionaltreatment.If youpersist Iwill have to end your先生,对不起,我是treatment and you will be chargedfor thetotal time.受过培训的理疗师,这是格外专业的护理假设您坚持的话,我将不得不终止护理,您将付整个疗程时间的费用No,sir.As Itold youbefore,if youpersist,Iwillendyour treatment andmanagement.不,先生!我告知过您,假设您还连续的话,我将终止护理并通知will be informed我的上级Excuse mesir,I amending thistreatment,if Imay ask youtoget dressedand make对不起,先生,我马上终止护理,请您穿your wayback tothe reception.Thank you.好衣服,回到前台,感谢Lesson9劝阻-吸烟及淋浴时间太长Discourage-SmokingShower TineToo Long“Excuse me!Sir/Madam X,sorry...our spais locatedon anon smokingfloor ofthe hotel.Ifyou smokehere,our smokedetector willgo off.Meanwhile,smoking isnot goodfor yourhealth.Iwillserve yousome wateror tea.Drinking morewater beforeyourtreatmentisgood forexpelling oftoxins,which isimportant foryour health.Can Itake thecigaretteplease...Please enjoyyour professionaltreatment.”先生/女士,不好意思,打搅您一下,我们在酒店是不吸烟楼层,假设“X SPA您在这里抽烟,这里的烟感器在酒店保安部会发出报警声,这让我们很犯难再说,吸烟对您的身体也不好,不如您多喝水〔同时倒茶或水给客人〕做护理前后多喝水,也有助于体内排毒,对您的安康尤为重要,要不我帮您将烟台拿去熄掉(将手伸向客人拿烟头)感谢您!请好好享受您的专业护理祝您开心!“Xexcuseme,sorry tobother you.I worrythe heatmight inducelight headedness,areyoualright Alsothere isa bookingfollowing yours,if youtake along shower,I mighthavetoadjust先生/女士不好意思,打搅您一下,yourmassagetime,thanks forunderstanding.X我担忧里面温度太高会引起头晕,您还好吗?另外呢,我们这个护理房间在您的护理后面有预定,假设您沐浴的时间太长了,我将会缩短您的按摩时间,请您理解应酬先生/女士,很快活见到Lesson10Greetings Sir/Madam,glad tomeet you.您先生/女士,上次彳以乎Sir/Madam,you havebeen in our Spabefore AmI right在我们看到您,不知道我现在记错没有?SPA Sorry,wrong memory,but yourface彳设设没来过“哦..不好意思,looks familiarandyougive usa veryfriendly feeling.・可能是我记错了,由于您太面善了,让人感觉很亲切“Sir/Madam,How areyou Nicetomeet youagain.I amXXX,doyouremember May I have your nameagain forconfirmation先生/女士,您好吗?很快活又见面了还记得吗?我是可能您上次来XXX的口寸候,没有问您的贵姓今日我可以问您吗?x,youhadXXX treatmentlasttime,for todaydoyou prefer body or facial treatment May I showyou ourlastest promotionsX先生/女士,上次您做的护理今日是想做身体的还是面部的护理呢?最近我XXX们又推出一些的护理工程.・・Lesson11送另客人Bidding FarewellX,ifyouhave time,would youlikemeto showyou our先生/女士今日您忙吗?假设有时间可以在lounge andyou canrest moreinourSpa.X我们休息区小酣一会儿X,doyoufeel goodwith yourtreatment先生/女士,今日的护理Is thereany suggestion,please giveus yourvaluable opinion.X您感觉好吗?假设您有什么建议,请您留下贵重的意见Q请您稍等One moment please.X yourbill is XXX,how doyoulike to pay,credit card,cash,or chargeto yourroom先生/女士您今日的消费金额是请问您是刷卡,付现金或是挂房账?X XXX,X,hereis yourstatement,please checkand signto confirm,thanks!先生/女士这是您的账单,请您确定后签字X先生/女士,这是您的账X,please comeagain toenjoy ourdifferent treatment.X单请您确定后签字,感谢!先生/女士,X allowme,going upor downThis wayplease.Have anice day,bye.X请问您是上楼还是下楼,我好帮您按电梯,这边请祝您开心再见Lesson12护理描述Treatment DescriptionWe willgo tothetreatmentarea now.This waypleaseo我们将去理疗区,这边请我们会用We alwaysuse top quality professional products from Germanys Spa area来自德国温泉之乡的顶级产品做护理工程总共所需的时间是The totaltreatment time willbe...The treatment工程将包含身体护理will include...Body TreatmentMs.Smith,your史密斯女士,您今日的工程是treatment today isXXX XXX Thistreatment willuse your这个工程会用您自choice ofEssential SynergyOil andunique body massage technique.选的精油及独特的全身按摩手法滋Todescribe benefitsthe Yangand alsoto nourishthe Yin,to maintaina balance.阴补阳,以平衡您的整体机能疗程的时间是一/二小时The treatmenttimewillbe1hour/2hours.脸部护理Facial treatment“Ms.Smith,yourtreatmenttodayisSensation Collagen史密斯金士,您今日的理转工程是骨胶原提升护理Lifting FacialTreatment”.我们会Wewillbe usingtopqualityprofessionalproductsfromGermanysSpaarea用来自德国温泉之乡的顶级产品做护理令您的皮肤光滑如丝并有紧致To giveyour silkyskin alifting andfirming effect.提升的效果The energycircuit treatmentmassage willinclude scalp,face andfoot.能量场工程包括头部、面部和脚部
二、前台接待员Receptionist Lesson13On thePhone接用语Good morning/afternoon/evening,this isSPA,XXX speaking,how may I早上/下午/晚上好,水疗中心我有什么能帮您的?assist youXXX,We areopen from10:00AM to11:00PM Mondayto Sunday.我们的营业时间是周一到周六上午点到晚上点1011What timeis convenientfor您什么时间彳更利上午,下午还是晚上?you Morning,afternoon,or eveningAre请问您是北京诺金酒店的住客吗〔〕you stayingin NUOHotel Beijingif yes,MayI have yourroomNO.and your name pleaseif no,May Ihaveyourcontact phonenumber假设是,能告知我您的房号和姓挈马?!假设不是,〕能告and yourname please知我您的联系方式和名字吗?您有几位For howmany personWould youlike to bein您是宠爱在一个房间还是分开一人一间the sameroomorin separaterooms Do you您是否确定了工程have anyparticular choicein mind,body massageor facialperhaps I我建议suggest youto cometo ourSpa sowe canfurther assistyou withrecommendations.您来到水疗中心后再选择工程.感谢您的来电,时间见Thank youfor calling,see youXXX XXXOffer留言totake a message:Im sorry,sir butX isnot availableright now.很内疚,先生,但是先生/女士,现在不在,你Would youlike toleave amessage X想留言吗感谢您的来电,先Thank youfor calling,A Iwill passyour messageto BA生/女士,我马上把您的留言转达给先生/女士B转机先生/女±,Transfer theline:X Pleasehold theline Illtransfer yourcall.Xo请别挂机,我将为您转接不挂机先Put on hold:X,may Iput you on hold for asecond.Til beback shortly.X生/女士,请稍等,我马上回来请您May Iputyouonholdfor amoment while I lookthat up/handle thatissue/etc.稍等,我帮您查一下/处理一下这个问题假设您可以If youcould holdforamoment whileI lookthat up/handle thatissue/etc.等一下,我会帮您查一下/处理一下这个问题May Iplease putyouonholdforamoment.您可以稍等——下吗/X,sorry tohavekeptyouwaiting.先生/女士,内疚让您久等X问题说明/恳求Clarify problems/requests:X,could youexplain more about the先生/女士,您可以再具体的说明一下状况吗?situation XX,may Iaskyouto tellme先生/女士,您可以多告知我一点状况吗moreaboutthe situation/problem XRepeat重复恳求/确认恳求the request/confirm needs:X,this isSusan callingfrom Spa.Has_been deliveredtoyourroom先生/女士,我是水疗中心的—已经送到您的房间了吗?X Susan,Offer toback提议打回X,Im afraidit willtakeawhile.Can Icall youback in10minutes先生/女士,我生怕这需要一点时间,我可以在格外钟内答复您,并告知您X所需要的信息告辞Bid farewellIs thereanything elseI candoforyou,X,先生/女士,我还可以为您做其他事吗/X Thankyouforcalling X,have apleasant感谢您的来电,先生/女士,祝您今日/下午/晚上开心day/afternoon/evening.X当客人致词寸时我的荣幸When acustomer orclient thankyou Itsmy pleasure.很快活能帮助您rm gladtobeable to help.不客气,我还可You arewelcome.Is thereanythingelseI canhelp youwith today以为您做什么?当客人心情低落时When acustomer orclient isfrustrated Let me see if.让我看看是否可以帮您解决这个问题I canhelpyouwork throughthis issueLetstake itfrom thebeginning andseeifwe canwork throughthis together.让我们从头开头,看看我们能否一起解决这个问题我感觉到您不快活Icanhear thatyou areupset.Would youliketojust explainfrom thebeginning what9s happened您能从头说一下发生的事吗?先生,对于这件事很内疚Im sorryabout this,Mr.XX我对此带来的不便向您赔礼Pm sorryfortheinconvenience.我为您查一下Letmecheck foryou.Lesson14问候与应酬-到店客人Greetings-Walk-in GuestGood morningSpa,XX speaking.早上好,有什么可以帮您的?How mayI assistyou SpaXXX,Good morning!the Spa.观察客人进门早上好,欢送您来到水疗中心,我是I amXX,how areyou todayXX,您今日好吗?Sir/Madam MayIhaveyournameplease Do youhave an appointment先生/女士,请问怎么称呼您?您有预定吗?Yes,just amoment,Iwillserve youright.哦,好的,请您稍等我们马上给你送来awayLesson15X,hereisour menu,wehavebodymassage,body scrub,body wrap,facial先生/女士,这是我们的treatment,and ifyoupreferwehavehalf dayprogram aswell.X护理效劳单我们有身体按摩、身体磨砂、身体裹敷及面部护理,我们还有半天的疗程组合供您选择请问您有什么特定选择吗?Doyouhave anyparticular choicein mindX,mayI先生/女士,可以说一下您的喜好吗?如...know your preferences,such as...X How您大约想安排多长时间much timehaveyouplanned Anyparticular focusthat youd您有什么需liketoachieve:say torelieve stiffmuscles ofthe shoulderor simplyto relax要特别关注的要求吗如肩部肌肉僵硬需要放松,或是全面舒缓Yes,X,your appointmentis attime fortreatmentname onemomentplease,I willgoget yourfile.哦,是的,先生/女士,您预定的是点护理效劳请您稍等我马上XXXX去拿为您预备好的资料Lesson16客人转接给理疗师Introduce Therapistto GuestPleasehaveaseatorfeelfree to.有预定已有贵宾资料请您稍等havealook atour retailswhileIcall foryour therapist我马上通知您的理疗师X,please fillintheconsultation form,this istohelpus totake noteof yourhealth先生/女士,您所填的贵宾费料是让我们了解status andserve youwith thebest intent您目前的身体状况,以便给您供给最专业的护理,最好的效劳X,doyouprefer thebodyorfacialtreatmentfor todayWe havea fewtreatments foryourchoice,like oursignature treatment...MayIknow yourpreference of先生/女士,今日您是pressure...According toyourpreferenceI wouldrecommend...想做身体还是面部呢?我们有很多适合您的护理工程,如特色护理……您宠爱Spa的力度是重还是柔呢?依据您的喜好我推举这几个适合您的护理工程X,here comes先生/女士,您的理疗师来了your therapist.X这是您今日的理疗师This isXXX,she willbe your therapisttoday,XXX.Enjoy请享受您的护理,待会见yourtreatment,see youlater.Lesson17在理疗室要能理解客人In thetreatment room:Understanding theguest Ithurts!很疼!那感觉不好不舒适那很That doesntfeel goodThat uncomfortableThaf spainful疼我的…感到很疼太冷了请再用力些My...feels soreIt is too coldHarder,please Itis太冷了(像结冰了一样冷)请轻一点太热了freezing coldSofter,please Itistoohot Ws这样可以太热了(像沸腾了一样热〕OK Itis boilinghotThats good彳艮女子That9fine彳艮女子Could youdo thata littleharder/softer您可以再用力点/轻点吗?is THEREANY MEDICALCONDITION ISHOULD BE有任何安康状况需要我留意吗?AWAKE OFA customermay reply客人可以答复是的,我有护Yes,Ihave...Lesson18Treatment ConsultationQuestions理询问问题I XXforyourbenefit,before thetreatment Ineedtoclarify afew healthconsultationquestions withyou,is thatalright先生、小姐,为了让您得到最好的效果,护理前我先要问几个简洁的安康XX问题请问您有心脏安康问题吗?Doyouhaveahistory ofHeart DiseaseAre youany您现在有用药吗?您知道自己的血压medication Doyou knowyour bloodpressure吗?(只问女士)请问您现在可有MayIask ifyouarepregnant ortrying fora baby孕,或者可在预备要孩子吗?Isthereany medicalinformation youwould liketo tellme还有什么安康问题需要我留意吗?For massage,is therea particularpart[area]you按摩时可有什么您想理would likeme/yourtherapisttofocuson,like shoulderperhaps疗师特别关注的部位,如肩膀?Lesson20。