---- 第一节Reservation 预订服务
Ⅰ.New words &expressions
1. Confirm [k?n’f?:m ] v.
2. Refuse [ri’fju: z] v
3.recommend v recommendation
4. Shower n
5.situate
6.enclose
7.deposit v/n depositor deposition
8. Advanced deposit
9.a trade fair
10.ETA：Estimated time of arrival 11.Gtd: guaranteed booking
We provide a 5-year guarantee against rust.
12. White Sw a n Hotel 13. Receipt n 14.Cancellation
15. Engage ~ in https://www.doczj.com/doc/4517800509.html,an
Ⅱ. Reservation procedures
Ⅲ. Dialogs
(一) Accepting a Reservation
（C=clerk B=Bill Jackson）
Mr. Bill Jackson wants to make a room reservation for himself.
C: Good morning. This is Room Reservation. May I help you?
B: Yes, I‘d like to reserve a room.
C: Thank you sir. For which date?
B: From June 6
C: May I know for how many nights?
B: For two nights.
C: How many people are there in your party, sir?
B: Just myself.
C: Which kind of room do you prefer, a single or a double?
B: A double, please.
C: Could you hold the line please? Just a moment please.
Thank you for waiting, sir. We have a double at 560 Yuan and another at 680 yuan. Which would you prefer?
B: I’ll take the one at 680 Yuan.
C: May I have your name and telephone number?
B: It’s Bill Jackson, 066-5589328
C: Thank you, Mr. Jackson. I’d like to confirm your reservation. A double room at 680 Yuan per night for two nights from June 6th to 8th. My name is Jane Lee. W e look forward to serving you.
(二) Refusing a Reservation
(C=Clerk, G=Guest)
C: Good morning, Room Reservation. May I help you?
G: I want to make a reservation for a twin room.
C: For when, sir?
G: October18th.
C: One moment, please. Let me check our list.
I’m sorry, sir. I’m afraid our hotel is fully booked on that day. Is it possible for you to change your reservation date?
G: No, that’s not possible. Can you recommend another hotel that won’t full up?
C: Certainly, sir. Y ou can try the White Swan Hotel.
G: Thank you very much.
C: Glad to be of service.
(三)A Confirmation Letter
Dear Sir,
This letter is to confirm my fax and your answer of today in which you agreed to reserve two separate rooms with shower and bath, full pension, from 12th June to 20th June inclusive for Mr. P. R. Dell and Mr. A. Newsome, who will be attending the Fashion Trade Fair in Milan.
Could you make sure that the rooms are situated at the back of the hotel , not as the rooms they were given last year, overlooking the main road, and rather noisy? I am enclosing a banker ’s draft for ＄80 as a deposit. Could you please acknowledge the receipt?
Y ours sincerely , Jack Milton.
Writing skills:
书信的格式通常包括：信头、称呼、正文、客套语和署名等部分。
另外：在书信格式特别是商务信函格式上常用的主要有以下两种布局： 1）缩进式（Indented Style ）
缩进式私人信函的信头右对齐，其余与商务信函的格式相同。 2）齐头式（Blocked Style ）
b.
信头例子： a
b.
Ⅳ.Reservation Form
Supplementary knowledge(1~2课时)
Hotel ABC
(一)、Is there any five—star hotel in your city? What are they/ is it?
1、饭店等级（Hotel Categories）
Five-star (luxury) luxurious
Four-star (high comfort)
Three-star (average comfort)
Two-star (some comfort)
One-star (economy)
2、饭店分类（Hotel Classification）
Convention hotel 会议饭店cater to the meeting visitor
Tourist hotel 旅游饭店
Resort 旅游度假饭店may focus on attracting vacationers who simply want to lie in the sun for weeks
State guesthouse 国宾馆entertain important guests and visitors
for example country leaders
Apartment hotel 公寓饭店It is an ideal choice for a family with kids they provide hotel rooms with fully—equipped kitchens. It combines the luxury of a hotel and the comfort and coziness of a sweet home. There are one-bed room and two-bedroom apartments.
Casino hotels: built for one purpose to attract people who will engage in gambling. More famous hotel：Y outh Hostel (The lodging can take 4 to 8 people in one room) In order to use Y outh Hostel, you need to have a membership card issued by International Y outh Hostel Federation.
Because Hotels in broad sense range from bed-and-breakfast family operation to mega-hotel of several thousands of room. Hotels can be classified according to the rate, location and type of guests.
（二）Introducing a Hotel and Hotel Facilities (Dialogs)
1、Introducing a Hotel 介绍酒店
(A= Sales Manage, B=Travel Agent)
(The sales manager of Sheraton is going to a travel agency to have a talk with a travel agent)
A: Good morning, I am Jacky Lee, sales manager from Sheraton.
B: Good morning, I am Linda Yu.
A: Nice to meet you.
B: Nice to meet you, too.
A: Today I’m here to introduce our hotel and I hope your tourists will stay at our hotel.
B: I’m glad to hear that.
A: Our hotel is a five-star hotel and is one of the best hotels in Guangzhou. There
are over 600 rooms of international standard. We have very good restaurants and bars, and your guests can get the best services.
B: Good. Have you got any brochures about your hotel?
A: Y es, here you are.
2、Introducing Hotel Facilities 介绍酒店设施
（R=Receptionist, S=Steven）
R: Here is your room key. Y our room is 2805. If you show your key, you can get a 10% discount at the restaurant here. Also, with this you can use the Health Club for free.
S: What kind of restaurants are there in your hotel?
R: We have two Chinese restaurants and an Italian restaurant. They are all on the second floor. There is a coffee shop and a bakery on the lobby floor. Also, there is a supermarket on the third floor. The Health Club is on the fourth floor.
S: Great, thank you very much.
R: I’m glad to be at your service.
Cloze
Y outh Hostel
Y outh Hostels are the best places for world’s young people to enjoy ( 1 ) with less expense. The lodging can take 4 to 8 people in one room. The (2) is between 20 and 80 per person. The guests are requested to help themselves (3) chores such as setting and cleaning their own table, or putting sheets on their own beds. But you can make friends with your roommates on the instant, and would not feel (4) .
In order to use the Y outh Hostel, you need to have a membership card issued by International Y outh Hostel Federation. A membership card is (5) shortly after an application form is filled and submitted.
1. a. ravel b. to travel c. traveling
2. a. rate b. type c. money
3. a. with b. to work c. on
4. a. alone b. lonely c. single
5. a. issued b. given c. bought
-----第二节Kinds of Hotel Reservations 预订类型
Ⅰ.New words &expressions
1.V acancy 空的，未被占用的；（空房可出租的）
2.limo [lim?u]=limousine[lim?zi:n] （机场、车站等接送旅客的）中型客车，大型豪华轿车
3. deluxe [di’l?ks] ~ room
4. colleague
5. Check-in time
6. Simth& Son Company
7. Customer Affairs Manager
8. Convention Hotel
9. Accommodation [?,k?m?’dei ??n] accommodate oneself to
Ⅱ. Types of Tours
1. inclusive tour (包价旅游) tour including transportation, hotels ,transfers, sightseeing and meals
2. foreign individual/ independent tour (，散客旅游，FIT)
一般指境外散客游
A prepaid tour including air, hotel,ground transfers and prearranged sightseeing and guide service for individuals
Domestic independent tour
3. fly-drive package tour (自驾游) an inclusive tour in which the traveler can have a self-drive rental car.
4.escorted tour (全程陪同旅游) a prepaid travel program of sightseeing, meals and
accommodations for a group accompanied by an escort from the beginning to the end of the trip.
5. Conducted tour 有导游陪同的旅游
A prearranged travel program for a group escorted by a guide.
6. leisure travel休闲旅游
A tour in which travelers can relax and do things they enjoy.
7. cruise 豪华游艇旅游【kru:z】海上巡游
A tour on a large ship or a boat for pleasure
8.special interest tour 专门兴趣旅游专题旅游
A tour designed for clients sharing curiosity or concern about a common subject.
A-Z [eitui’zed] 包含一切的
Tour escort pick-up service
Ⅲ. Dialogs
(一)An FIT Room Reservation (散客预订)
A clerk with Hilton Hotel is answering a call from a customer who would like to book hotel rooms in the Hilton Hotel.
(S=Staff C=Customer)
S: Good morning. Hilton Hotel. Can I help you?
C: Good morning. Have you got any vacancies for the nights of 22nd and 23rd? I’d like to make a reservation for the two nights.
S: All right. Single or double room?
C: Double room, please.
S: Let me chec k…Y es, we have a double room available.
C: Is that with or without bath?
S: It’s a room with shower and toilet.
C: That sounds fine. Is there air-conditioning?
S: Certainly, sir.
C: How much will it be for one night?
S: Let me see. A double room is RMB 600 Yuan per night.
C: Does that include breakfast?
S: Y es, that includes a Chinese or
C: Do you accept VISA?
S: Y es, we do. What time will you be arriving?
C: I should be there around 5:30 p.m on the 22nd.
S: OK, sir. Could I take your name and contact number, please?
C: Yes, my name’s Bill Jackson/Mostaq Missouri. It’s India 567-998.
S: Could you spell that please?
C: M-O-S-T-A-Q, M-I-S-S-O-U-R-I.
S: Mr. Mostaq Missouri. A double-room with bath and air-conditioning for the nights of 22nd and 23rd. Am I correct?
C: Yes, that’s right. Thank you.
S: Thank you, sir. We look forward to your coming. Goodbye.
(二) A Corporate Room Reservation（公司预订）
Peter Smith with the Y outh Trading Company is calling the Reservations of New Garden Hotel to reserve rooms for his colleague. The reservation clerk receives his request.
(S=Staff C=Customer)
S: Good afternoon. Reservations. How may I help you?
C: Good afternoon. Please reserve two single rooms.
S: For when was that, please?
C: Two nights, from May the 15th through the 17th.
S: Is this a company booking?
C: Yes, I am from the Y outh Trading Company.
S: Hold the line, please. I see your company has an arrangement with this hotel for deluxe rooms. The rate will be RMB 860 per night.
C: Ok, that’ll be fine.
S: May I have your name and the guests’ names, please?
C: My name is Peter Smith. My colleagues are Mr. Bill Stone, and Mr. John Brown. S: What time will they be arriving?
C: They are arriving by air on Flight US 221, at 1:30 p.m.
S: Flight US 221, at 1:30 p.m. Our check-in time is 2:00 p.m.
C: Yes, I understand.
S: Will the company pay everything?
C: The guests will pay their own expense upon checkout, expect the room rates.
S: Can you confirm those payment details in writing, please?
C: Yes, I’ll send our confirmation to you by fax.
S: Thank you, Mr. Smith. Goodbye.
(三) A Guaranteed Reservation（保证类预订）
Mr. Watson telephones the Reservations of the New Garden Hotel to reserve rooms for his group. The reservation clerk explains and asks for necessary details.
(S=Staff C=Customer)
S: Good afternoon. Reservations. Grace speaking. How can I help you?
C: This is George Watson with UK Smith & Son Company. I’d like to reserve rooms for my group.
S: Oh, Mr. Watson. What type of rooms do you prefer?
C: We have 40 people. Twenty twin rooms, please.
S: For which dates?
C: From January 18th to 21st.
S: Just a moment, please. (Let me check our lis t…,) Twenty twins for 18th to 21st .
Y es. We still have those rooms available. The rate will be RMB 55O per night. C: Oh, I see. Can you give us a special rate since ours is a company booking?
S: There is a 20% percent company discount.
C: Great. With or without breakfast?
S: The room rate includes free breakfast. How do you wish to guarantee your booking?
C: Our Master Card. The card number is 6638 77902 8669
S: Thank you. How will you be arriving?
C: By air. Do you offer airport pick-up service?
S: Y es. What is your flight number?
C: Flight UK 335, arriving at Shanghai at 2:40 p.m.
S: OK, our hotel limo will pick you up at the airport when you arrive.
C: Thank you. Goodbye.
S: Looking forward to your coming, Mr. Watson. Goodbye. Ⅳ、A Room Reservation Fax (客房预订传真)
Summation
Ⅰ.What type of room do you prefer?
按照房内床位数量与大小分：
房型房内床位数每间客人数单人房Single 1 1
双人对床房Twin 2 2
双人房Double 1 2
套房Suite (en-suite) 房内分两区：卧室和休息
室，卧室内放一张特大双
人床（又有几种级别）
按照房内装修程度分
标准单人房Standard single 高档单人房Superior single
豪华单人房Deluxe single 标准双人房Standard double
高档双人房Superior double 豪华双人房Deluxe double
标准双人对床房Standard twin 高档双人对床房Superior twin 豪华双人对床房Deluxe twin 套房Suite
套房Suite
家庭套房Family suite 豪华套房Deluxe/Executive suite 皇家套房Imperial suite 简单套房junior suite
总统套房Presidential suite 小型套房mini suite
蜜月套房Honeymoon suite 楼顶套房penthouse suite
商务套房Business suite 普通套房general suite
以上是套房的不同类型，还有其他类型：double-entry luxury suite Ⅱ. Methods of Payment (Credit Card)
国际通用的几种信用卡
1. American express card
2. Master card
3.Visa card/VISA
4. (International) Dinners Club
5. International Great Wall
6. JCB card
注：信用卡是最常用的一种保证预订方式。一般做法：记下客人信用卡号码，如果客人没有按预订要求来饭店使用客房，饭店可向持卡人收取费用。 另外：其他保证类预订的方式：(1)预收款 prepayment (2) 押金 Advanced deposit
(3) 合同、协议 contract or agreement Ⅲ. How to Handle Guest Room Reservation Phrase, sentence and expressions
1. How to answer guests ’ reservation calls or greet walk- in guest? Reservations. Su Hui speaking.
Can I help you? How can I help you? How may I assist you ？
Welcome to Hilton Hotel. May I help you? 2. How to get booking information from the guests? How many nights
do /would you
require the room How long plan to stay What kind of room require How many rooms prefer/like? May I have
your surname/initials
Please?
your telephone(fax) number/ Credit card number the way to contact the company name/address
For how many/How many was it for?
Please?
Y our date of arrival/your date of departure Could you spell the surname Who is booking for
For how many nights/for which dates
How would you like
the way of payment /to pay the pre-payment to guarantee the booking?
Is it a company booking?
a private booking?
a group booking?
a guaranteed reservation?
3. How to offer room rates?
We can do a standard twin-bed room
for RMB860 Yuan per night
We charge a deluxe single RMB1000 Yuan per night We have a single at….. and another at ….
4. How to handle overbooking?
I’m sorry, but all rooms are take.
we have no vacancies at the moment
w e’re booked up/fully booked.
5. How to confirm reservations?
Y ou have booked ten standard doubles from May 7th to the 9th.
We (can) confirm the advance deposit guaranteed reservation.
travel agent guaranteed reservation.
contract guaranteed reservation.
your prepayment guaranteed reservation.
your credit card guaranteed reservation.
We can guarantee you the rooms booked after October 17.
We can hold the room until 6 p.m. for you.
Homework: Write a reply fax according to the Room Reservation Fax learned in last class.
---- 第三节Concierge 礼宾服务
Ⅰ.New words &expressions
W ords and Expressions
Concierge[k?nsi????]
Trunk [tr??k]n. 车尾箱Suitcase
Slippery [?slip?ri]adj.滑的Elevator [?eliveit?]n
Voucher[?v?ut??(r)] Breakable[breik?bl] adj. 易碎的Receptionist
ID card identity/identification Expiry expire[iks?pai?ri] n 满期Issue [?isju:] 签发
Baggage
Valuable adj. 贵重的
Nationality[,nae???naeliti]
a food voucher /discount voucher
When does your driving license expire?
New members will be issued with a temporary identity card.
The article appeared in issue 25.
a big/sensitive/controversial issue
ID: who or what sb./sth is.
II.Posts at the concierge
Doorman：门童Bellboy/Bellman：行李员
Bell captain：行李主管Hotel representative：到机场，火车站接送客人的接待员。III.Role play
(一) Baggage Service 行李服务
(D=Doorman, G=Guest)
D: Good morning, sir. Welcome to our hotel. Check in?
G: Y es.
D: Do you have any baggage in the trunk?
G: Y es, two suitcases.
D: Is everything here?
G: Y es, that’s all.
D: This way, please. It’s slippery. Please mind your step.
G: Thank you.
(二) Showing the Guest to the Room 送客进房
（B=Bellboy, G==Guest）
B: May I show you to your room?
G: Okay.
B: Let me help you with the baggage. Is there anything breakable or valuable in your bags?
G: No.
B: May I have your room key, please？
G：Y es, here you are.
B: Y our room is on the 20th floor. This way, please.
(W aiting for the elevator)
The elevator is here. After you, sir.
Is this your first visit to our hotel?
G：No, it’s my second time.
are. Y our room is to the right,
IV、Forms
(1)Baggage Tag
Supplementary reading
Why Give Tips
What is most common in American everyday life but not to be seen anywhere in China? That is tipping. Waiters and waitresses, cab drivers, hotel bellboys or doormen, barbers and hairdressers and all sorts of other such people must be tipped. The bosses give them low wages, because it is expected that you, the customer, will make up the difference. If you don’t , the service person can’t earn a living.
How much should you pay a tip? There are no absolute rules. Most people give tips varying between 15 to 20 percent of the cost. Give a 15 percent tip to a waiter. Give him more if he has done a good job. Tips are naturally higher in more expensive restaurants. A quarter is enough of a tip for taxi—drivers. Many airports, train or bus stations now charge a fixed 35C to each bag you have.
-----第四节Check- in and Check-out
Ⅰ.New words &expressions
1. Registration form [red?istrei??n]
The teacher called the register. Birh/death/vehicle registrations 出生/死亡/车辆登记
2. Payment 支付，支付款项
3. Receptionist [ri?sep??nist]
4. V oucher [?vɑu??(r)] 收据，凭单;券；a food voucher; discount voucher
5. Credit card
6. ID card identification [ai?dentifi?kei??n]
7. Cashier [k????i?] 8. Bill 9. Account 10. Sign 11. Traveler’s check
12. Settle Settle sth Settle (up)（with sb ）结算，付清
13. Update Update sb on sth
14. Folio [?f?uli?u] here it means :客户页凭条
II、Check-in procedures
III、Role-play about check-in
(一)Guest with a Reservation
(R=Receptionist G=Guest)
R：Good morning, sir. Welcome to our hotel. May I help you?
G: Y es, I’d like to check in.
R: Certainly, sir. Do you have a reservation with us?
G: Y es, for 2 nights.
R: May I have your name, please?
G: Y es, the last name is Stone.
R: Just a moment, please….. Thank you for waiting, sir. Y our reservation is for a single room for 2 nights. Could you fill in the registration form, please?
G: Sure….. (Fill in the form)
R: May I see your passport, please?
G: Sure, here you are.
R: Y our room is 808. I will call a bellboy to show you to your room. I hope you will enjoy your stay.
G: Thank you.
(二) Guest without a Reservation
(R=Receptionist G=Guest)
R：Good evening, Madam. Can I help you?
G: Y es, I want to check in.
R: Do you have a reservation?
G: I’m afraid not.
R: We have a single room, double room and suite. Which kind do you prefer?
G: Double room.
R: Could you fill in the registration form, please?
G: Sure… (Fill in the form)
R: How would you like to make payment, by credit card or in cash?
G: In cash.
R: I’m afraid you have to pay us a deposit of 2,000 Yuan.
G: OK, here you are.
R: Thank you. May I see your ID card?
G: Y es, here you are.
R: Y our room is 1128 on the 11th floor. The bellboy will show you to the room. Have a nice stay!
(三) Check in for a Group
(R=Receptionist B=Tour Leader)
R：Good evening. May I help you?
B: I’m the tour leader from CTS. We’re a group of 20. Here is our confirmation letter. R: Thank you very much. Y ou have made a reservation for 8 twins and 4 singles. Here is the room list. Do you have a group visa?
B: Yes. Here it is.
R: I’ll make a copy of your group visa...
Here are the room keys and breakfast vouchers.
B: Thank you. By the way, we’d like to change our check-out time from 8:00 am to 8:30.
R: Certainly, madam. We will arrange a morning call at 7:00 am. Will that be all right?
B: That’s fine.
R: Enjoy your stay.
IV、Registration Form
注意：1.一般客人的叫醒服务服务由饭店提供自动叫醒（computer automatic wake-up call）VIP 客人及行政客人由饭店提供人工叫醒（knocking at the door, five minutes）
2. when ask the guest to show his or her credit card for an imprint or to pay a deposit , check the name of the cardholder and validity; collect 150% of the room rate and give the guest the receipt.
3. room key 饭店里的信用卡，就餐，购物娱乐等都可以用它记账，若丢失需赔偿。
Usually safe deposit boxes are available at cashier counter at no charge.
4.Let me take an imprint of your card.拉卡。国内信用卡在拉卡后，需要请客人在单上签字后，向银行要授权。
V 、Check-out Procedures
VI 、Dialogs about check-out
1. Pay in Cash
(C=Cashier , G=Guest)
C ：Good morning, sir. May I help you? G: Y es, I’d like to check out now. C: What ’s your room number ,please? G: 808.
C: Just a moment, please. …. That will be 780 Yuan. G: Here you are.
C: Here ’
2. Pay by Credit Card
(Mr. Wilson pays by credit card to check out) (C=Cashier , W= Wilson) C: Good morning, sir. What can I do for you?
W: I’d like to check out now. My name is Wilson and I’m in room 1238.
s for the drinks you ordered from your room. W: Oh …Do you take credit cards? C: What kind have you got? W: Master Card.
C: Yes, we do. (Mr. Wilson gives the cashier his credit card) Can you sign your name here, please?
3. Pay with Credit Card
(C=Cashier , S=Stone)
C: Good morning, madam. May I help you?
S: Y es, I want to check out. My name is Stone, Room 605.
C: Just a moment, please. Ms. Stone … Here is your bill. Would you like to have a look?
酒店前厅部常用英语Hotel English 100 sentences Greetings (打招呼) 1、Good morning ,sir(madam) 早上好,先生(小姐) 2、Good afternoon ,ladies and gentlemen 下午好,女士们,先生们. 3、Good evening ,miss Price 晚上好,普莱丝小姐. 4、How are you today ,Mr Brown ? 你今天好吗?布朗先生. 5、I’m quite well ,thank you. 我很好,谢谢你. 6、Hs good to see you again ,sir(madam) 再次见到你真高兴,先生(小姐) 7、Nice to meet you ,sir. 见到你真高兴,先生. Tithes(称呼) 8、Are you mrs,Best? 你是贝丝特夫人吗? 9、You must be professor Ford. 你一定是福特教授. 10、May I know your name,sir(madam)? 我可以知道你的名字吗?先生(小姐). 11、Here’s a letter for you ,Dr white. 怀特医生,这儿有你的一封信. 12、you’re wanted on the phone,Captain Smith. 史密斯船长,有你的电话. 13、Welcome to our hotel, miss Henry. 欢迎来到我们酒店,享利小姐. 14、May I be of service to you,mr Baker ? 我能为你服务吗?贝克先生? 15、Can I help you, Ms Blake? 我能帮你吗?布雷克小姐? 16、Would you take the seat ,young lady ? 请坐,小姐, Offering Help 主动提出帮助 17、May I help you ? 18、Can I help you? 我能帮你吗? 19、What can I do for you ? 我能为你作什么? 20、 May I take your ba for you?
Dialogue A Individual clients check in(散客入住) G=客人R:=接待员 R：Good afternoon. Madam.Welcome to Grand Park Kunming .May I help you? 下午好，欢迎光临昆明君乐酒店，请问有什么可以帮到您？ G：Yes, I’d like to check-in .please. 我要登记住宿。 R：Certainly, Madam. May I have you name, please? 好的，小姐。能告诉我您的姓名吗？ G：I’m Christine.Nolan 我叫克莉丝汀?诺兰 R：Do you have a reservation, Ms. Nolan? 诺兰小姐，请问您预定了房间吗？ G：Yes, form today. 是的，预定了。从今晚开始。 R：OK, Ms .Nolan, please show me your passport. 好的，诺兰小姐，麻烦您出示一下您的护照。 R：（双手接客人证件） R：（扫描客人证件后双手归还客人） R：Just a moment, please. I’ll check our reservation record. （After a while）Thank you for waiting. Ms. Nolan. Your reservation is for a business single room for one night, the room rate is ￥800 that including two breakfasts. Is that all right? 请稍等，我查一下预定记录。（过了一会）让你久等了，诺兰小姐，您预定了一个晚上的商务单间，房价￥800（房价用手指给客人不要说出报价）,含两份早餐是吗？ G：Yes. 是的 R：Print out the registration form? 打印住宿登记表。 （再次与客人确认姓名，来店离店日期，房号，房价和早餐数等信息并礼貌的让客人在登记单上签名） R：You stay here one day, the deposit is ￥1500,you want pay for credit card or cash? 您住一天，押金是￥1500，请问您是刷卡还是付现金呢？ G：By Credit Card. 刷卡。 R：OK, Ms. Nolan, please show me your credit card, I’ll brush ￥1500 of per-authorization（预授权）as your deposit. Do you have a password of your card? 好的，诺兰小姐请您出示一下您的信用卡，给您刷￥500的预授权做您的押金，请问您的卡有密码吗？（刷卡前先核实是否为有效的信用卡，有无客人签名） G：Yes. 有密码 R：OK, please input the password. 好的，请您输一下密码。 R：（刷卡后双手将卡还给客人，礼貌的让客人在POS单上签名并再次告知刷卡的金额）R：This is for you to brush a ￥1500 per-authorization, please sign in POS list to confirm.
酒店前台&收银常用英语前台reception或者front desk收银casher 大厅lobby机场airport 餐厅restaurant房务部housekeeping 超市supermarket工程部engineer department、 无线网络wifi密码password 收据receipt押金deposit xxtowel刮胡刀shaver 烟灰缸ashtray伞umbrella 快递express南航购票点southern China office 火车站trainstation地铁metro station 入住时： 1、先生/小姐，您好，请问有什么可以帮到您? hello，sir，may I help you？ 房价是多少 What is the room rate？ 现在的房价是300元每晚 Is 300 RMB per night 2、请问您有预定么？ Do you have a reservation？ 3、您需要单人房还是双人房？
Asingle room or double room？ 您的退房时间是？ when is your check out time 4、我能看一下您的护照么？ may I have your passport please 5、请签一下您的名字 Please sign your name here。 6、您的房卡 this is your room card 我们的早餐时间是七点半到九点半 our breakfast time is during seven thirty to nine thirty 7、您的房号是….. Your room number is…. 8、您需要提前预付300元人民币的押金 You should pay for a deposit of 300 RMB 9、押金我们会在您退房的时候退还给您 The deposit we will return to you when you check out 退房时： 1、可以把您的房卡给我们吗 May I have your room card please。 2、这是您的账单
hotelenglish part 1 greetings问候 2. good morning/afternoon/evening, sir/madam. what can i do for you? 先生/女士，你好！请问我能为您做点什么？ 3. my name is ..., is there anything else i can do for you, just let me know. 我叫...，如果需要我为您做些什么，请告诉我。 4.if you have any problems, please feel free to contact us . 如果你有任何需要，请随时联系我们。 5.have you make a reservation ?\have you booked the room?\are you the vip? 请问有预订吗？\请问你是会员吗？ 6.what kind of room would you like ? 请问您需要什么类型的房间。 7.sorry ,i don’t quite understand . 对不起，我不是很明白。 8.i’m afraid we’ve fully booked for that time . 抱歉，我们那个时段已给订满了。 9.it’s the hot /peak/busy season ,you know ? 这是酒店业的旺季。 10.excuse me ,how do spell it ,please ? 打扰一下，您能拼写一下您的名字吗？ 11.we can only keep your table /room till … 我们能保留您的房间直到... 12.let me show you to your room ,this way please . 让我带您到房间，这边请。 _______________________________________________________________________________ part 2 helping to check-in帮助入住 1.please have a seat for a while, i’ll help you with the check-in procedure. 请在那边稍坐一会儿，我将会为您办理入住手续。 2. would you please give me your passport or id card and credit card ?, i’ll help you to fill in the form. 请把您的护照和信用卡交给我，我帮您办理入住手续。 3. how many nights will you stay this time? 这次入住您会住多少天？ 4. which room would you like, we have these kinds of rooms...? 您是要哪种房间？ 5. excuse me, sir/madame. how would you like to pay the deposit, cash or credit card（together or separately）? 先生/女士，不好意思，打搅一下。请问您是要付现金还是刷卡（分开付押金还是一起付）呢？ 6.here is your room key and the breakfast coupon. would you please sign here? 这是您的房卡和早餐券。请您在这里签个名好吗？ 7. here are your passport and the credit card . you can go up to the room now i hope you enjoy your stay with us..
酒店各部门英文缩写 总经理办公室:GM 人力资源部:HR 财务部:FN 餐饮部:F&B 客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 前厅部:FO 销售部:S&M 市场传讯部MC Marketing Communications DEPARTMENT 酒店各职位英文缩写 GM---GENERAL MANAGER 总经理 DGM---DUTY GENERAL MANAGER 副总 DOR---DIRECTOR OF ROOMS 客务部总监 AM---ASSISTANT MANAGER 大堂经理 DOM---DIRECTOR OF SALES&MARKETING 销售部总监 FO---FRONT OFFICE 前厅部 FOM---FRONT OFFICE MANAGER 前厅部经理 CON---CONCIERGE 礼宾部 BC---BUSINESS CENTER 商务中心 F&B---FOOD&BEVERAGE 餐饮部 ENG---ENGINEERING 工程部 HR---HUMAN RESOURCES 人力资源部 FN---FINANCIAL DEPARTMENT 财务部 FC---FINANCIAL CONTROLLER财务总监 行政总厨 A.T.K Administrative total kitchen
收益管理经理 Revenue Manager RECP---RECEPTION 接待处 HSKP---HOUSEKEEPING DEPARTMENT客房中心酒店职位英语 董事长 Board Chairman (Director) 董事总经理Managing Director 经济师Economist 首席会计师 Chief Accountant 总经理General Manager 副总经理Deputy General Manager (Vice) 驻店经理Resident Manager 总经理行政助理Executive Assistant Manager 总经理秘书Executive Secretary 总经理室Executive Office (G.M office) 机要秘书Secretary 接待文员Clerk 副总经理Vice General Manager 总经理助理Assistant to General Manager 总经理秘书Secretary to General Manager 行政秘书Executive Secretary 人力资源部Human Resources Division 人事部Personnel Department 培训部Training Department 质检部Quality Inspection Department 员工关系部 Staffing Relationship Department 人力资源开发总监Director of Human Resources 人事培训经理P&T Manager 人事部经理Personnel Manager 培训部经理Training Manager 质检部经理Quality Inspection Manager
前台常用英语句子 1.What kind of the room would you like to book? A double or a single? 请问您需要什么类型的房间？单人房还是双人房？ 2.For which date would you like to book? 请问您要预订哪一天的？ 3.Hold the line please; let me check our room availabilities for those days. 请别挂线，我查询下那天是否有房间 4.Sorry to have kept your waiting. Yes, we have a vacancy for those days. 不好意思让您久等了，我们那天有空房 5.The room rate is RMB xx include breakfast and surcharge. 房价是ＸＸ包含早餐服务费。 6.The price is RMB xx. We can offer a special discount to you that is RMB xx. It was after x% off discount. 房价是ＸＸ，我们为您提供Ｘ％折扣，折后价是ＸＸＲＭＢ。 7.Let me repeat your reservation. You book one deluxe room for one night from 6/Jun-7/Jun for Mr. Lee. The price is RMB xx include breakfast and surcharge. 我重复一下您的预订，李先生您预订的是豪华房一晚，６月６日入住６月７日退房，房价是ＸＸ包括早餐服务费。 8.Your reservation has been confirmed. We are looking forward to serving you. Thank you! 您的预订已经确定了，我们期待为您服务，谢谢！ 9.Do you have a reservation? 请问您有预订吗？ 10.Please wait some minutes, Let me find your details from the computer. 请您稍等，我在电脑上查询下您的详细资料。 11.Yes, sir. I found your reservation. A deluxe room for one night as RMB x/per night. 是的，先生，您预订的是豪华房住一晚，房价是ＸＸＲＭＢ。 12.Would you prefer smoking or non-smoking room? 请问您需要吸烟楼层还是无烟层呢？ 13.Please fill in the registration form and sign your signature. 请在表格上填写您的资料并签名。 14.Would you like to pay by credit card or cash for the deposit? / How would you like
酒店常用英语口语：前厅部用语 来源：餐饮管理发布时间：2010年08月26日点击数： 1195 【字体：小大】【收藏】 （1） Have you a reservation？ 您预订过吗？ （2） May I have your name and room number？ 您能告诉我您的名字与房间号码吗？ （3） Here is your room key. 给您房间钥匙。 （4） Please pay at the cashier's desk over there. 请去那边帐台付款。 （5） Are these your baggage？ May I take them for you？ 这些是您的行李吗？我来帮您拿，好吗？ （6） I'm afraid our hotel is fully booked on that date. 对不起，我们饭店那一天的客房全部订满了。 （7） Your room is confirmed for that day. We look forward to serving you. 您要的那一日房间已经确认了。我们期待着为您服务。 （8） I'll cancel Mr Bell's reservation from February 27th for three nights. 我将取消BELL先生从2月27日开始3个晚上的预订。 （9） May I reconfirm your departure date？ 我可以再次确认您的离店日期吗？ （10） I'm sorry， madam. We don't have any vacancy at the moment. 对不起，小姐，我们现在没有空房间。 （12） How many pieces of luggage do you have？ 请问您有几件行李？ （13） Is there anything valuable or breakable in your bag？ 您包里有贵重或易碎物品吗？ （14） You can get your money changed at the cashier's Desk.. 您可以去收款处兑换钱。 （15） Could you take a message for her， please？ 你能不能为我给她留信口信？ （16） Just a moment， please， sir. I'll put you through. 请稍等一下，先生。我马上为您接通。 （17） 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，听到声响后再按您所要的号码。 （18） How would you like to make payment， sir. 先生，请问您将如何付款？ （19） Here is your change and receipt， sir. I'll send a bellman up to get your luggage. 先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。 （20） The rate of your room will be paid by your host unit while the others should be at your expense. 您的房费将由接待单位支付，而杂费则应由您自己付。 （21） How many copies do you need？ 您要复印几份？ （22） Can you give me your fax number， sir？ 请您告诉我您的传真号码好吗？ （23） When can I pick it up？ 我什么时间能取？ 礼宾部 Concierge 行李生 Bell man / Bell boy 门童 Doorman 行李 Luggage / Baggage 行李架 Luggage rack
Front Office English Words Banquet Hall 宴会厅 banquet hall 宴会厅wedding party 婚宴 banquet 宴会 Front Desk 前台 Check in & check out 登记入住及离店 receptionist 前台接待registration 登记 check in 登记入住 check out 退房form 表格 contract 合同 signature 签名passport 护照 nationality 国籍 visa 签证identification 身份证 file 档案 reservation 预定(n.) confirmation 确认(n.) client 客户 cancellation 取消complain 投诉(v.) change the room 调房 room type 房型room status 房间状态 arrange 安排 in advance 提前arrival 到达 departure 离开 off season 淡季peak season 旺季 occupancy 开房率 brochure 册子 conference 会议 report 报告 Cashier English 收银英语 room rate 房价 tariff 价目表 coupon 券 account 帐户 bill 账单 post 入账 discount 折扣complimentary 免费 guarantee 担保 interest 利息income tax 所得税 currency 货币 coin 硬币foreign exchange service 外币兑换处 dollar 美元 cash 现金deposit 定金 check 支票/核对 credit card 信用卡traveler’s cheque 旅行支票 invoice 发票 fill in 填写procedure 程序 Concierge 礼宾部 Parking lot 停车场 taxi 出租车shuttle bus 班车 driveway 车道 limousine 豪华轿车pillar 柱子 flag 旗帜 banner 条幅 poster 海报 canopy 风雨棚Information desk 问讯处 bellboy 行李生check the baggage 寄存行李 suitcase 手提箱 briefcase 公文包valuables 贵重品 counter 柜台 luggage tag 行李条luggage trolley 行李车 luggage room 行李房
酒店总机常用英语及技巧 一、接听外线电话： 2)电话铃响三声接起，中英文清晰报出酒店名称： 早上好，龙轩大酒店。请问有什么可以帮到您！ Good morning, LonSun hotel. How may I assist you ! 2) 转接时，对来电方： 请稍等！Hold on, please ! 3) 电话占线时： 对不起，电话占线，请您稍后再拨。 Sorry, the line is busy , please call back later ! 4) 转入电话无人接时： 电话没人接，您是否需要留宿？ There’s no answer. Would you like to leave a message ? 5) 转入客房电话： A 请问您找哪位？Who would you like to speak to ? B 对不起，没有这个姓名的客人。 Sorry, there’s no guest with that name. C 您能告诉我他是住客还是访客？ Excuse me for asking but is he a visitor or a botel guest? 6) 内容没听清或不确定时： A 请您再说一遍好吗? Would you like to repeat the number ? B 请您大声一点好吗? Could you speak a little louder , please ?
C 请说慢一点！Could you speak slowly , please ? 7) 对方拨错号码： 恐怕您拨错了号码，这里是龙轩酒店总机 I’m afraid you dial the wrong number, here is LonSun hotel operator. 8) 外线来电详细问询时； 我将帮您把电话转到问询处； I’ll put you through to the information desk. 9) 来电方需要留言； A 请告诉我您的留言内容； Could you please give me the message , sir /madam? B 请放心，我一定将您的意思转达给X先生/小姐。 谢谢您的来电，再见！ Thank you for calling , I’ll relay the message to X Mr.Mrs, 二、酒店住客的叫醒受理； 10）能告诉我您的姓名和房号吗？ May I have your name and your room number ,please ? 11) 您需要什么时间的叫醒？ Could you tell me what time would you like to get up ? 12) 我重复一遍您的房号和叫醒时间，好吗？ May I repeat your room number and the time , sir/madam？ 13）早上好（中午、晚上好），先生/女士，这是你的叫醒电话，祝您过得愉快！
手册，应有尽有-------------- -------------------------------------------------------------------------------------------------------------------------------------------- 酒店前台英语面试 Key Sentences（重点句子） 780.Why are you leaving your present job？ 你为何要离开现职呢？ 781.I'm desirous to leave my present employment so that I can improve my position and have more responsibilities. 我希望离开现职就是为了提高我的职位和获得更多的责任。 782.I'd like you to tell me some of what you've been doing recently. 我想请你告诉我你最近一直在做什么？ 783.Every day I go to work on time to guarantee the proper operation of the front desk. 我每天按时上班，以保证前台工作的顺利进行。 784.We accept booking，tell about room rates，find out how the bill will be paid and help the guests to check in and check out.When some guests want to have cancellations，change rooms or extend a reservation，we should always offer our help with courtesy. 我们接受订房、解释房价、看顾客以什么方式结算，帮助顾客入住及结账。如果有顾客要求取消预订、换房间或延长住宿时间，我们总是给予周到服务。 785.In what way do most clients check out？ 多数顾客以什么方式结账？ 786.Most clients check out by credit card，traveller's cheques or Master card.Our hotel doesn't accept personal cheques. ---------------------------------------------------------精品文档 ---------------------------------------------------------------------
酒店常用英语口语：前厅部用语 （1）Have you a reservation？ 您预订过吗？ （2）May I have your name and room number？ 您能告诉我您的名字与房间号码吗？ （3）Here is your room key. 给您房间钥匙。 （4）Please pay at the cashier's desk over there. 请去那边帐台付款。 （5）Are these your baggage？May I take them for you？ 这些是您的行李吗？我来帮您拿，好吗？ （6）I'm afraid our hotel is fully booked on that date. 对不起，我们饭店那一天的客房全部订满了。 （7）Your room is confirmed for that day. We look forward to serving you. 您要的那一日房间已经确认了。我们期待着为您服务。 （8）I'll cancel Mr Bell's reservation from February 27th for three nights. 我将取消BELL先生从2月27日开始3个晚上的预订。 （9）May I reconfirm your departure date？ 我可以再次确认您的离店日期吗？ （10）I'm sorry，madam. We don't have any vacancy at the moment. 对不起，小姐，我们现在没有空房间。 （12）How many pieces of luggage do you have？ 请问您有几件行李？ （13）Is there anything valuable or breakable in your bag？ 您包里有贵重或易碎物品吗？ （14）You can get your money changed at the cashier's Desk.. 您可以去收款处兑换钱。 （15）Could you take a message for her，please？ 你能不能为我给她留信口信？ （16）Just a moment，please，sir. I'll put you through. 请稍等一下，先生。我马上为您接通。 （17）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，听到声响后再按您所要的号码。 （18）How would you like to make payment，sir. 先生，请问您将如何付款？ （19）Here is your change and receipt，sir. I'll send a bellman up to get your luggage. 先生，这是您的找钱和收据。我马上叫行李员上去取您的行李。 （20）The rate of your room will be paid by your host unit while the others
酒店前台常用英语 集团文件版本号：（M928-T898-M248-WU2669-I2896-DQ586-M1988）
■服务台常用词汇 management 经营、管理 market price 市价cashier's desk 兑换处 coin 硬币 accounting desk 帐务处 check_out time 退房时间 voucher 证件 price list 价目表 check, cheque 支票 sign (动)签字 interest 利息 form 表格reservation 预订 reception desk 接待处 tip 小费 reservation desk 预订处 luggage office 行李房…per thousand 千分之… spare (形)多余的 postpone (动)延期 cancel (动)取消 traveller's cheque 旅行支票 pay (动)付款 fill (动)填写 administration 管理、经营note 纸币 registration desk 入宿登记处 lobby 前厅 luggage rack 行李架 visit card 名片 identification card 身份证 rate of exchange 兑换率 conversion rate 换算率 charge (动)收费
bill 帐单 change money 换钱procedure 手续、程序 information desk 问询处 luggage label 行李标签overbooking 超额订房 …per cent 百分之… reasonable (形)合理的cash (动)兑换 keep (动)保留、保存 bank draft 汇票 accept (动)接受 procedure fee 手续费 fill in the form 填表■电讯服务 operator 电话员 house phone 内部电话 special line 专线 dial a number 拨号码 hold the line 别挂电话 can't put somebody through 接不通 ordinary telegram 普通电话receiver 听筒 city phone 城市电话 telephone number 电话号码 replace the phone 挂上电话 Line, please. 请接外线。 The line is busy(engaged) 占线。
PARTTWO第二部分 FORFRONTOFFICE DEPARTMENT 前厅部用语 TakingReservations接受预定 1.Goodmorning.CrownePlazaSuzhouReservation.MayIhelpyou? 早上好。苏州中茵皇冠假日酒店预定处。请问有什么可帮您的吗？ 2. 3. 4. 5. 6. 7. 8.I’ 了。 9. 10.G 11. 对不起，这里不是预定部，我帮您把电话转过去，请稍等。 12.Justaminute,please.I’llputyouthroughtohisroom.请稍等，我帮您把电话转到他的房间。 13.Holdtheline,please.I’l lconnectyoutohisroom.请别挂电话，我帮您把电话转到他的房间。 14.Sorry,thelinetohisroomisbusy.对不起，他房间的电话占线。 15.Thereisnoanswer.没有人接电话。 16.I’lltrytoswitchyoutoanotherroom.我帮您把电话转到别的房间。 17.I’msorry,butIcan’ttransferyoucall.Wouldyouminddialingagain,sir?
对不起，我没法转您的电话，您可以再拨一次吗？ 18.Sir,you’rethrou ghnow.Goahead,please.先生，您的电话已经接通了。请讲话。 19.Couldyouspeakalittleslower(louder),sir?您可以讲慢（大声）一点吗？ 20.I’msorry.You’vegotthewrongnumber.对不起，您打错电话了。 21.Pleasewaitamoment,I’llcheck..请稍等，我查一下。 22.Thankyouforcalling.感谢您打电话过来。 23.Pleasedial9firstforoutsidecalls.打外线电话请先拨9。 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39.HereisthekeycardtoRoom818.Pleasekeepit.这是818房间的钥匙卡。请您保管好。 40.Couldyoukeepyourroomkeyuntilyoucheckout?在退房之前，请您保存好房间钥匙，好吗？ 41.Couldyoumakesurethatyourbagsarepackedbeforeyouleave?请您在退房前整理好您的行李，好吗？ 42.Thebellmanwillhelpyouwithyourbaggageandshowyouup.行李员会为您搬运行李并带您上去。 43.I’msorry，butthehotelisfullnow.Wouldyouwaittill6：30thisafternoon? 对不起，饭店现在客满。请您等到今天下午6点半可以吗? BellService行李服务
酒店英语词汇大全 information desk 问讯处reception office 接待室hotel register 旅客登记簿registration form 登记表newsstand 售报处postal service 邮局服务处shop 小卖部bar 酒吧间lounge 休息厅roof garden 屋顶花园billiard-room 球房dining-room, dining hall 餐厅cloak-room 行李房/存衣处basement 地下室boutique 精品商场lobby lounge 大堂吧executive lounge 行政酒廊cellar 地窖broom closet 杂物室room number 房间号码room key 房间钥匙suite 一套房间single room 单人房间double room 双人房间sitting-room, living-room 起居室lock 锁door knob; Door handle 门把door knocker 门环safety door hook 安全钩sofa, settee 长沙发sectional sofa 拼合沙发easy chair 安乐椅armchair 扶手椅wicker chair 藤椅folding chair 叠椅swivel chair 转椅rocking chair 摇椅stool 凳子bench 条凳tea table; end table 茶几tea trolley 活动茶几night table/stand 床头柜hanger 挂钩wall plate 壁上挂盘Chinese painting 国画elevator, lift 电梯spring 弹簧desk 书桌bookcase 书橱bookshelf 书架cabinet 橱柜wardrobe 衣柜round table 圆桌writing desk 写字台drawer 抽屉luggage rack 行李架dresser mirror 梳妆镜built-in wardrobe, closet 壁橱chest of drawers 五斗橱screen 屏风hat rack 帽架rug 小地毯carpet 大地毯floor 楼层，地板carpentry (总称)木器bedclothes 床上用品folding bed 折叠床sofa bed 沙发床single bed 单人床double bed 双人床twin beds 成对床cot 小孩床camp bed 行军床bed frame 床架mattress 床垫bed pad 床软垫cushion 靠垫，垫子/床垫mat 席quilt 被子blanket 毯子sheet 床单bedspread 床罩cotton terry blanket 毛巾被pillow 枕头pillowcase 枕套bedding 被褥
酒店常用英语汇总 English for Front Office Dept.前厅部常用英语 1、Good morning/ Good afternoon /Good evening !早上好/下午好/晚上好! 2、Welcome to Ravi Shinger International Hotel下午好！欢迎光临诺威香卡国际酒店。 3、How may I help you ?请问有什么可以帮到您？ 4、May I know your name ,please ?请问贵姓？ 5、Do you have a reservation with us？请问您预订了房间了吗？ 6、I’ll check our room availability 我来查一下是否有空房间。 7、Just a moment ,Please请稍等 8、I'm sorry. We have no record of a booking in your name.对不起，我们没有以您的名义预订的房间记录。 9、We have standard rooms, single rooms, Garden suite and presidential suite.我们有标间、单人间、花园套房及总统套房。 10、How long do you plan to stay?请问您预计住几天？ 11、May I see your passport ?我能看一下您的护照吗？ 12、Your room charge for one night is RMB***,sir/madam.先生/女士，您一晚的房费是***元 13、The room charge is include two breakfast.房价包含两份早餐。 14、please pay RMB300 as deposit请支付300元作为押金。 15、How would you like to make the payment, in cash or by credit card?请问您打算如何付款？现金支付还是信用卡？ 16、If you need the room service ,please dial8800.如果您需要客房送餐，请拨8800. 17、We hope you enjoyed your stay .希望您在这儿住的愉快。 18、May I have your room key ,please ?请把房卡给我好吗？ 19、Just a moment ,please .I’ll draw up your bill for you。请等一下，我帮你您结算账单 20、May I take a print of the card ,please?请让我划印一下您的信用卡，好吗？ 21、Could you please sign here ,please ?请您在这里签名，好吗？ 22、Here is your card and your receipt .这是您的卡和收据。 23、Have a nice trip .祝旅途愉快！ 24、May I know what is wrong ?请问有什么问题吗？ 25、I beg your pardon .请再说一次。 26、I will speak to our manager about it.我会向我们经理报告这件事情。 27、I will check it with the department concerned .Would you mind waiting for a minute ?我跟相关部门联系一下。请你等一分钟好吗？。 28、I will correct your bill.我来把您的账单改过来。 29、We look forward to serving you again .我们期待能再次为您服务。 30、Here’s your room, Mr. Johnson .After you .这是您的房间，约翰逊先生。您先请。 31、It is open from 9 a.m. to 11 p.m.它的营业时间是早上9点到晚上11点。 32、You can call the housekeeping if you need laundry service，the number is 0.如果您需要洗衣服务，可以打电话给房务中心,号码是“0”。 33、You can call the front desk directly if you need a taxi . the number is 8106.如果您需要出租车，可以直接打电话给前台,号码是8106 34、If there is anything I can do for you , please call me .如果有什么我能为您效劳的，请给我打电话。 35、Could you hold the line ,please ?请不要挂断电话，好吗？ 36、Breakfast is served from 7:00 to 10:00， on the first floor早餐是从上午7点到10点供应,在一楼西餐厅。 37、At what time can we expect you ?您几点光临呢？ 38、I’m afraid another guest is using it .I will bring it to your room as soon as it’s available ,will that be all right ?恐怕另一位客人正在使用。我会尽快送到您房间去，可以吗？39、Please dial 8first ,then the room number .您打房间号码，请在房号前加“8”。