酒店英语培训资料

一.、客房常用词汇restaurant餐厅north北south南thefront desk/office前台west西east东lobby大堂bell门铃presidential suite总统套hall closet/wardro衣橱，壁橱deluxe suite豪华套peephole窥视孔singleroom单间pleasemakeuproom请打扫房间executive suite商务套makeup整理hanger衣架standarddoubleroom标准间sparepillow备用枕头junior suite普通套breakfastmenu『餐单assistant manager大堂副理bathrobe浴袍handicappedroom残疾人川房closetrods衣柜挂杆cashier收银员clothesbrush衣刷receptionist接待员flashlight手电筒operator总机话务员laundrybag洗衣袋safetybox保险柜telephoneswitchboard电话总机shoehorn鞋把extension分机blanket毛毯bellman行李员mini-bar迷你吧bowling保龄球ice-bucket冰桶housekeepingdepartmentice-clip冰夹客务部glass玻璃杯gymnasium健身房refrigerator电冰箱roorn/housekeeper/floorattendant客房服务员softdrink软饮料free mineralwater免费矿泉水air-conditioning空调drinkbeverage饮料PAfpublic area公共区域cup茶杯mend缝补sitting-room客厅mineralwater withcomplimentcushion靠垫免费矿泉水chaise躺椅lobby bar大堂吧couch双人沙发businessfloor bar商务酒吧chain lock防盗扣trademark/shop商场donot disturb请勿打搅coasterbusinesscenter商务中心杯垫reservation center预定中心plug插头morning call叫醒服务socket插座mealvoucher就餐券kettle水壶laundry水洗drawer抽屉floor楼层baggageluggage racklaundry洗衣、洗衣房行李柜，行李架laundryservice洗衣服务shopping bag礼品袋dry-clean干洗goodnightcard晚安卡pressing烫衣television cabinet电视柜regular service普通服务program card节目单4-hour service快洗服务TV remotecontrol遥控器cleaning list/form洗衣单desk桌子settee背椅mirror镜子furniture家具table lamp台灯telephone电话机computer line电脑线bed table床头柜chair椅子alarm clockservicedirectory服务指南闹钟ashtray烟灰缸yellow page黄页matches火柴nightlight夜灯envelope信封trashcan垃圾桶writingpaper信纸bedpad床型faxpaper传真纸post card明信片bedsheet床单sewingkit针线包bedskirting床裙map地图pillow case枕头套ballpoint pen圆珠笔smokedetector烟感器pencil铅笔carpet/rugvacuum cleaner吸window窗户尘器curtain窗帘wall lamp壁灯slipper拖鞋ceiling lamp吊灯groundlamp落地灯shoeshine clothe擦鞋布memo/notepad便签bathroom浴室bed床fluorescentlamp日光灯shampoo洗发液serving tray托盘quilt被子scale体称pillow枕头shoebasket鞋篮handtowel小方巾toilet洗手间wash room洗手间shower淋浴bathtowel澡巾groundtowel地巾facetowel面巾cottonswab棉签hair dryer吹风机tips小费bathtub浴缸emeryboard指甲锌shower head淋浴头sanitarybag女宾袋closet马桶shower cap浴帽tap水龙头elevator lift电梯wash basin面盆fruitplate果盘towel rack毛巾架fruit knifefork水果刀叉marble table大理石台面icecubes冰块hanger衣架、挂钩roomcard房卡wall telephone面包机passport护照bidet净身器deposit押金flower vase花瓶charge收费tissuepaper dispenserprice价格面巾纸盒Poker扑克shower curtain浴帘night-club夜总会tissue/toilet paper卫生纸massage按摩、桑拿bathgel沐浴液boiling water开水razor shaver剃须刀newspaper报纸comb梳子corridor走道tooth brush牙刷trolley手推车tooth past牙膏Monday周一soap肥皂Tuesday周二Wednesday周三Thursday周四Friday周五Maintain维修Saturday周六Safety保险柜Sunday周日Cigarette香烟January一月Nailhole指甲剪February:月Forfex剪刀March三月Socket插座April四月Blower吹风机May五月Charger充电器June六月Keepsecrecy保密July七月Remotecontrol遥控器August八月Massage按摩September九月Entertainment娱乐October十月elevator电梯November|•一月tea茶叶December十二月waterbottle水壶Fine晴forfree免费Overcast阴safe-conduct安全通道Snow雪reticle网线Rain雨iron熨斗Cloudy多云ironingboard熨衣板F0前台map地图Cashier收银hotwater热水Guest客人fruit水果shoeshine擦皮鞋drink饮料icebox/refrigeratory冰箱food食品electrictorch手电筒bedsheet床单bed床quilt cover被套dish盘子bathrobe浴衣scoop勺子towel毛巾boud碗pillowcase枕套knife小刀curtain窗帘fixing调料ashtray烟灰缸sugar糖glass杯子salt盐tea-cap盖杯shoeshine鞋油tea-box茶叶盒toecap鞋刷clothes-rack衣架insect虫theseniceclamps服务夹glue water胶水noise菜谱calculator计算器closestool马桶rule尺子brokenelectricity断电stapler订书机window窗户inkpadEfJ泥makewater漏水mouse鼠标lock锁do notdisturb勿扰chair椅子makeuproom打扫房间light灯extra bed加床bathtub浴缸no needservice不需要服务ice冰lost andfound遗留物品plug插销service夜床服务bytheway顺

二、客房服务常用短语便问一下morningcall service叫醒服务door knobmenuroomservice客房用餐服务dial客房内的门把菜单outsidecall/internal calldon,t worry别耽心拨打外线电话please waita moment稍等DDDdomesticdistant dialImafraid not很抱歉、恐怕不行国内长途certainly固然可以OCCoccupied住客房C/Ocheckout走客房IDDinternationaldistant dialVvacant空房国际长途VDvacant dirty脏房public phone公共电话OOOoutof order维修房Room/floor attendantDNDdo notdisturb勿扰房VIPveryimportant person楼层服务员贵宾goodmorning早上好LSGlong stayingguessgoodafternoon卜午好长住房goodevening晚上好Makeuptheroom打扫房间toilet needs卫生用品goahead您请说after you您先请check-out room退房turn-downput...throughto往....转电话signthebill签单signyour name签名Havea nicetrip旅途愉快goodluck好运seeyou late/tomorrow再见、明天见Itsverykind ofyou!您真是太客气了！generalmanagersassistantHowdoyoudo您好！（初次见面，回答同样用该句）总经理助理welcometoour hotelsalesdepartment俏售部欢迎光临！executive office总经理办公室goodbye再见front office前台部You arewelcome/not atall/Ifsmypleasure不用谢！foodandbeveragedepartmentthankyou verymuch非常感谢I,msorry很抱歉餐饮部Excuse me打搅一下！personaldepartmentgoupstairs/downstairs人力资源部上楼/下楼shopping arcade商场Thisway please这面请financial department财务部向右左转turnright/left/gostraighton直走extrabed加床how areyoufine.thankyou!andyou您好吗很好!谢谢!您呢pricelist房价表generalmanager总经理deputygeneral manager副总经理

三、客房服务常用对话:G:guest客人R:roomattendant楼层服务员

1.showingthegueststotheroom为客人带路R:Goodmorning,sir andmadam.WelcometoInternational peacehotel!G:Goodmorning.Areyou aroomattendantR:Yes,I can.WhatcanI doforyouG:Yes.Whereis room2708,please.R:Its alonghere.I canshow youto your room.after awhile.Here itis.The roomattendant knocksat thefloorfirst,opens it.and precedestheguestsintotheroomandturnsonthelights.This wayplease.G:Thankyou verymuch.R:Ifsmypleasure!And wishyou have a nicetripin HeFei!

2.Makingup theroom.Dialogueone:Theroomattendant knockatthedoor.Thenthedoor openedR:Goodmorning!MayI cleanyour roomnowG:Well,Thankyou!Please comebackabout20minutes.R:Sorrytodisturbyou.I willcomebacklater.Have aniceday.DialogueTwo:R:Goodmorning,madam.May Icomethrough,pleaseG:Goodmorning!Itsalmost11oclock,and myroomhasntbeenmade upit.R:Im sorry,madam.Illbe thereasroomasI finishthisone.G:How alongwill ittakeR:About10minutes.DialogueThree:R:Goodmorning,sir andmadam.MayI dotheturn-down serviceforyou newG:Oh,thankyou!Wouldyou tidyupabit intheroomItsquitea messnow.R:Yes,Iflljustbefinished inafewminutes!Aftera whileR:Itsgrowing,dark.Wouldyou likemetodrawthecurtainsandturnon thelightsforyou!G:Whynot!That wouldbecomfortable!R:Andthree aretodaysnewspaper,You canreaditat anytimeyou want!G:Oh.Thankyou somuch!R:Im alwaysat yourservice!Goodnight!

3.Laundryservice.洗衣服务Dialogueone:G:Goodafternoon!I wanttohave somelaundry.R:Yes,sir.just leaveit inthelaundrybag andsignyournameand roomnumberonthelaundrylist.G:WhatcanI getitbackR:Tonightat6:00pm.byregularservice./Sinceitisalready3:00pm.youcangetthembackbefore12:00attomorrownoon,byregular service.G:Can itbe morequicklyR:Express serviceisavail aide.You cangetit backwith4hours,but its50%more thantheregularservice.G:OK,Ill choosetheexpress service!Dialoguetwo:R:Excuse me,Sir andMadam.Your clothesareready.Will yousee iftheyareall rightG:Verygood.R:Hereyou are.G:Oh,How nice!Your hotelslaundryserviceisexcellent.R:Thankyou IThafsjustwhat weshoulddo.

4.RepairingDialogueG:Excuse me!R:YesG:Ah,Tm afraidtoreis somethingwrongwiththeTV.I cantturnit on.R:Well,Thereisa switchonthebeddable,Did youturnon itG:Yes,Ive doneis.R:lm sorry.May Ihave alookat itTryingtofixit,but inrainR:I1Isendforan electriciantohave itrepaired.Please waitjustafew minutes.Sheleaves theroom.Five minuteslater.Thereis aknockonthedoor.R:Housekeeping,MayI comeinG:Yes.R:Goodevening!Wearegoing tocheckyourTVset.Electrician finishestherepairingR:Dearsir,everything isOK now,Isthere anythingdseI candoforyouG:No,Thanksvery much!R:Itsmypleasure.Andwith youhaveasweet evening!DialoguetwoR:Goodevening!WhatsthemattersirG:Air conditioneris notcool/heatenough.R:Well,Let mesee!Oh,Im sorrysir.Well contactwithengineer departmenttosendsomeoneareuptocheekif foryou.DialoguethreeG:Thereis nowaterintheshower head.Can youcall someonetofixit forme.R:Well calltheengineer immediately.Tm sorryforanyinconvenience.

5.RoomserviceG:Whatwould liketotakeourlunchin ourroom.Could youbringit hereR:Yes.Of course.Ourhotel providesverygood roomservice,sir.G:Verynice.Whenshouldmeorder ourlunchR:At anytimeyouwant.Youmaydial“2619”tocall theroomservicesection directlytoorderbreakfast,lunchor dinner.G:Bytheway.What shouldwedowith theplateswhenwefinisheatingR:Youcan callmeto cleanitup,or justleavethemoutsideyou room.G:Oh,I see.Thankyou.

6.Miscellaneous servicesDialogueoneR:Goodmorning.Dear Madam!G:Goodmorning.Will youdemea favorR:Sure.G:Idliketohave someglassesR:How manywouldyou likeG:Three.R:Yes,well sendthemuprightaway.DialoguetwoG:Theair intheroomisstale.Can youdosomething aboutitR:Doyou mindifwe sprayairfreshener/Doyou mindmeopenthewindowsfor alittlewhule.G:Nogo ahead!R:Thankyou verymuchforyou understanding!DialoguethreeG:Will youdo meafavorMissR:Certainlysir.G:This ismyfirstvisittoHeFei.Iwonder ifyour hotelhasthemorningcall service.R:Yes,sir.At whattimedo youwant metocallyour upG:At6:00sharptomorrowmorning,please.R:Whatkind ofcall wouldyou like.Byphoneor byknockingat thedoorG:Byphone.I dontwanttoelistrubmyneighbors.R:Thatsvery kindofyou sir.Well,Ill telltheoperator tocallyou upat6:00tomorrow morning.G:Thanks!R:Mypleasure,sir!Sleepwell andhave pleasantdreams.DialogueFourR:Goodmorning.WhatcanI doforyouG:Yes.Idliketocheckout myroom.But Iwanttohave thebreakfastfirst!R:Well,Isthatanyluggagein yourroomG:Yes,alot ofluggage.R:I see.Ill contactthebell servicecentertoget youluggagethere.And afteryou finishyour breakfast.YoucancometotheFront desktocheckoutyourroomandget backyourluggagedirectly!G:Wonderful!Thankyou!R:You arewelcome!DialoguefiveG:I leftmykeyin theroom.Wouldyou openthedoor for meR:Sorry,Due tothesecurityreasons.I cannotopenthedoor foryou.Pleasecontactthefront desk.DialoguesixR:Housekeeping.May Icome inG:Yes,WhatsthematterR:Your smokedetectorisflashing,sir.Istheanything burninginyour room!G:No,Ive beensmokingacigar.Thatsall.R:May Icheckyour roomsir!G:Sure,goahead.CheckstheroomR:Thanks,sir.Tm sorrytohavedisturbedyou.G:Oh.Thatsall right.R:The detectorisvery sensitive.So ifyou smokenesttime,Pleaseopen thewindow.G:Oh,Thatsall right.R:The detectorisvery sensitive.So ifyou smokenesttime.Pleaseopen thewindow.G:Thankyou foryoursuggestion.R:l hopeyoucan stayherehappily.And anytimeyouneedhalf.Justcall me!Seeyou!G:Thanks.Bye-bye.新增加部份

1.开门G:Im theguestfrom

1817.AndI leftkeyin theroom/My keyisntavailable.Would youopenthedoorformeR:lm sorry.Let mepastyoucall.Thonght tothefrontdesk.Thenafter theychecktheidentitywithyou.Illcall theattendantopenthedoor foryou.OK

2.G:Whencan ItakemybreakfastR:You canhaveyourbreakfastonthesecondfloor from6:30amto9:30am.

3.G:I wanttohave twopokersR:The pokeyisattheprice of10yuan aboxin cash.Including54sheets.Theototle priceis10yuan.Isthat OK

4.G:Ihave tocheckoutmyroom.Andmyroomnumber is

1314.R:Well.Pleasegothefrontofficeonthefirstfloorwithyouluggage.IIIcalltheroomattendanttocheekoutyour room.G:Hello.May Ihave twomorecansof colaMyroomnumberis

1211.R:Ofcourse.IIIcallthealtendantsendittoyou.Pleasesignyournameandroomnumberonthewinelist.

6.G:Im theguestlivedin room2705two aysbefore.And Icheekedmyroomyesterday.I wanttoaskwhether theattendanthavefoundanecklace inmyroom.R:Pleasewaitamoment.Latmecheckit.Novoyournecklaceiskeptinservicecenter.Youcangetitbackin threemonthswithyou indontitycard.或者R:Imsorry.Wehaventtakenanynateaboutit.Pleaseleaveyourphonenumber.Afterweseektheroom again.Wellcontact withyou.

7.G:I wanttoget myclothesback.R:Well.Whattimedidyou havethelaundry四.简单的称谓

1.Sir尚不相识的男士的通称先生Mr:普通对熟悉的男士的尊称，后面加之姓氏，例如Mr zhang张先生Gentleman:绅士，有身份的男士，出身高贵的男士的尊称

2.Mrs:夫人，对结过婚的女人的称谓，可加之姓氏Msmiss:小姐，女人，用于婚姻状况不明的女子的称谓Lady:夫人，女士，小姐，比较正规的称谓，普通不常用。