酒店英语-前厅部

酒店基础英语Hotel Basic EnglishPart I General English 公共英语一、Basic vocabulary 基本词汇客房部：Housekeeping (HK)前厅部：Front Office (FO）工程部:Engineering Department (ED）餐饮部:Food and Beverage Department （FB）行政部：Administration Department（AD）保安部：Security Department (SD)市场销售部：Sales and Marketing Department (SM）财务部：Finance Department （FD）General Manager 总经理Deputy General Manager 副总经理Director 总监Manager 经理Assistant Manager 大堂副理Manager On Duty 高值经理Supervisor 主管Captain 领班Assistant to the housekeeper管家助理Waiter/Waitress 餐厅男/女美食顾问Operator 总机话务员Bellboy 行李生Receptionist 总台接待员Lobby 大堂．Front desk 总台Cashiers 结帐处Guest service center 宾客服务中心Concierge/bell service 行李组Lift/Elevator 电梯Ticket service 票务服务F＆B Reservation 宴会预订Room service 客房送餐Restaurant 餐厅Conference room/meeting room 会议室Parking lot 停车场Basement parking lot 地下停车场Toilet/Washing room/Lavatory 卫生间SPA 休闲中心Fitness Center 健身房二、Daily Expressions 日常用语（一）、Greeting and Parting 问候与告别1、Good morning（afternoon, evening），sir（madam).早上(下午、晚上）好,先生(夫人）。

十大敬语：1.Good morning/sfternoon/evening,sir/madam.2.Welcome to our hotel.3.Yes,I see.4.Just a moment ,please.5.Sorry to have kept you wating.6.Excuse me.7.I’m sorry.8.Thank you.9.Hope you enjoy your stay with us.10. Goodbye,welcome back again.酒店各部门英文单词：行政办公室 executive office前厅部 front office客房部 housekeeping department餐饮部 food and beverage department保安部 security department工程部 engineering department人力资源部 human resource department市场营销部 sales markting department康乐部 fitness entertainment department财务部 finance department房务部 room divison department总经理 general manager 经理 manager主管 supervisor 领班 captain前台接待 reception 收银员 cashisr行李员 bellman 大堂副理 assistant manager楼层主管 floor supervisor房间清扫员 room attendant客房中心员工 housekeeping center clerk前台用语词汇：新的预定 new reservation 免费预定 complmentary修改 amendment 自用房 house use总经理签字 G M’s approral 宾客姓名guest name职位 title 留言 message行程安排 transportation arrangements航班号 flight No. 送机时间 send of time收费 charge 订房人姓名 contact person 公司名称 company 支付方式 payment加床Ext bed 门市价 rack rate房价表 tariff 净价 net rate请勿打扰 DND (do not distrable)半天房 day use 客史 guest history包价服务 package 预到未到 No show预计（出住率） room forecast report取消 cancellation 抵店时间 arrival time提前到达 early arrival 到店报告 arrive report离店时间 departure time 延迟退房 late C/O超额预定 over booking 接人服务 pick up service 登记单 register form 分房表 rooming list房间类型 room type 换房 room change未归 sleep out 散客 walk-in guest标准间 standand room 商务间premier room商务套间 premier suit 行政套房 executive suit普通套房 junior suit 高级套房 senjor suit总统套房 presidenrial suit超南的房间 a room facing south接待室 hospitality room 多功能室 function room空房 VC (vacant clean) 脏房 VD (vacant dirty)住客房 OCC (occupied) 维修房 OOO (out of order) 保留房 BL (block) 长住房 LS (long staying)代表团 delegation 行李 beggage折扣 discount 客房服务员 room attendant 升级住房 upgrade国际长途 IDD (international direct dial)国内长途 DDD (distance direct dial)接车服务 pick up service 叫醒服务 morning call赊帐限额 house credit limit客满 full house 预先登记 preregistration 确认订房 confirmed reservation预付款 advanced deposit 推销高价房 upselling贵宾 VIP (very important person)商务贵宾 CIP (commercial important person)淡季 low season 旺季 high season服务费 service charge 贵重物品 valuable分机 extension 内线 house phone市话 local call 外线 outside call总机 operator 公用电话 public telephone 服务指南 directory of service商务中心 business centre前台常用语句：1.先生您几号过来？Which date would that be,sir?2.先生您需要哪种类型的房间？Which kind of would you need,sir?3.夫人，请问您住多久？How long will you be staying,madam?4.您一行有几个人？How many people will there be in your party?5.我要延迟两晚。

酒店前厅部常用英语工作术语解释一、Front office（前厅部）答： 1、指设在酒店前厅销售酒店产品、组织接待工作、调度业务经营和为客人住店提供一系列综合性服务的部门。

2、前厅部的主要任务有两个：一是经营，二是管理。

3、前厅部的组织结构。

二、Front desk（前台或总服务台）答：1、酒店设置在大堂为客人提供登记、问讯、结账等服务的区域。

2、前台隶属于前厅部。

3、前台是酒店对客服务的窗口。

三、Room status（房间状态）答：1、一般房间状态分为：住房已清洁（OC）、住房未清洁（OD）、空房已清洁（VC）、空房未清洁（VD）、维修房（OOO）等。

2、清楚地了解房态，有利于为客服务和销售房间。

四、Room type（房间种类）答：1、常见的房间种类有：标准间（标单、标双）、豪华间、商务房（行政房）、套房（豪华套），相连房和公寓等。

2、不同种类的房间适于不同种类的客人。

五、Double room（双人间）答：1、指房间里设置一张双人床或两张单人床。

2、双人间的入住对酒店的影响（增加酒店总销售收入）。

六、Signal room（单人间）答：1、指有一张单人床或一张双人床的房间。

2、入住特点。

七、Suite（套房）答：1、指有客厅或休息厅和卧室连接在一起的房间。

2、套房的出租有利于提高平均房价，提高客房整体收入。

八、Adjoining room（相邻房）答：1、指相邻而不相通的房间。

2、适于安排相互熟识客人。

3、不宜安排敌对或不同种类的客人。

九、Reservation（房间预定）答：1、指酒店为有入住要求的客人所进行的预先安排。

2、预定的内容。

十、Confirmed reservation（确认订房）答：1、指酒店对客人的预订要求予以接受的答复。

2、确认的方式。

3、确认的内容。

十一、Amendment（更改预定）答：1、指对预定资料进行修正。

2、应注意的事项。

十二、Advanced deposit（预付订金）答：1、指客人在订房时所交纳的订金。

最新整理酒店前厅部英语单词前厅部英语单词the front office：前厅部register：登记、注册Room Reservation: 客房预订处Book : 预订Confirm : 确认Counter : 柜台Double room: 双人房Single room: 单人间Twin room : 标准间Deluxe suite : 豪华套房Presidential suite : 总统套房Room change : 房价Special rate : 优惠价Service charge: 服务费Discount : 折扣Suites: 套房Credit card: 信用卡Cash : 现金Name tag : 标签，行李牌Luggage/baggage: 行李Suitcase : 箱子Handbag : 手提包Valuable : 贵重物品Breakable : 易碎的Full name: 全名Fill in : 填写Nationality : 国籍Departure date : 离店日期Signature : 签名Passport :护照Receipt : 收据Fine : 罚金Sundry fee : 杂费Bill : 账单Invoice : 发票Mis-check : 算账出错Overpay : 多付Currency : 货币Airmail :航空邮寄Ordinary bill :普通邮寄Registered mail : 挂号信Charge to the room : 挂账Free of charge :免费Exchange rate : 兑换率Hotel policy : 酒店的规定Express : 快件Deposit : 压金Off-season : 淡季Peak-season : 旺季Arrival list : 来客单Telephone directory : xxx 号码本A long distance :长途xxx A local call : 市内xxx Extension : xxx 分机Elevator : 电梯Supermarket : 超市餐饮部英语单词一、器皿bowl : 碗chopsticks : 筷子spoon : 调羹fork : 叉子napkin : 餐巾cork : 软木塞screw : 开瓶器二、酒水cocktail : 鸡尾酒liquor : 烈酒sake : 米酒、清酒orangeade : 桔子水fruit juice : 果汁pepsi : 百事可乐seven-up : 七喜coffee:咖啡tea:茶apple juice: 苹果汁beer:啤酒drink list:饮料单wine list:酒水单lemon : 柠檬三、早餐dumpling：饺子 dessert : 甜点sandwich : 三明治noodles : 面条noodle soup:面条fried eggs : 煎蛋 boiled eggs : 水煮蛋四、菜肴a la carte : 点菜table d’hote : 套餐appetizer : 开胃品soup : 汤salad : 色拉entrée : 主菜fry : 煎deep-fry : 炸sauté : 嫩炒braise : 炖boil :煮steam : 蒸simmer : 煨grill : 烤bake : 烤roast : 烤stuff : 酿、填smoke : 烟熏lukewarm : 微温oily : 太油rare : 生一点medium : 中等火候well-done : 全熟underdone : 不熟light : 清淡的heavy : 口味重的seasoning : 调味品chili : 辣椒jam : 果酱poultry : 家禽shark’s fin 鱼翅shrimp : 虾pigeon : 鸽子crab : 螃蟹eggplant: 茄子vegetable : 蔬菜fungus : 蘑菇fillet : 里脊rump : 腿肉steak : 牛排客房部英语单词switch : 开关IDD ：国际直拔DDD ：国内直拔Turn-down service : 做晚床Wardrobe : 衣柜、衣橱Mattress : 床垫Air-conditioner : 空调器Laundry : 洗衣Express service : 快洗Iron : 熨烫Mend : 修补dry-cleaned 干洗indemnity : 赔偿shrink 缩水 fade 褪色 colorfast : 不褪色的laundry bag 洗衣袋shirt 衬衫coat 大衣trousers: 裤子toilet, lavatory 恭桶 toilet paper, toilet roll 卫生纸toilet paper holder 卫生纸架toilet cover 恭桶盖toilet seat 恭桶座圈 hand towel 毛巾towel rack, towel rail 毛巾架wash basin, hand basin 面盆faucet, tap 水龙头 shaver outlet, shaver point 剃须刀插座bathtub, bath浴缸 bath towel 浴巾shower 淋浴喷头shower curtain 浴盆帘soap dish 浴皂盒toilet articles 盥洗用品towel 毛巾 handkerchief手帕 shampoo 洗发香波 hot water 热水soap 肥皂detergent 洗衣粉tooth paste 牙膏 hangers 衣架 tooth brush 牙刷toilet mirror 梳妆shaving brush 剃须刀 shaving cream剃须膏 b 梳子 hair drier 吹风机bathroom 浴室shower bath, shower 淋浴dresser 梳妆台mirror 镜子 toilet, lavatory, washroom 卫生间water closet, W.C. 厕所；抽水马桶 bathrobe 浴衣 waste-paper basket 废纸篓carpet 地毯 slippers 拖鞋closet 壁橱chairs 椅子 nightstand 床头柜shoe-shiner 鞋刷。

---- 第一节Reservation 预订服务Ⅰ.New words &expressions1. Confirm [kən’fə:m ] v.2. Refuse [ri’fju: z] v3.recommend v recommendation4. Shower n5.situate6.enclose7.deposit v/n depositor deposition8. Advanced deposit9.a trade fair10.ETA：Estimated time of arrival 11.Gtd: guaranteed bookingWe provide a 5-year guarantee against rust.12. White Sw a n Hotel 13. Receipt n 14.Cancellation15. Engage ~ in anⅡ. Reservation proceduresⅢ. 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 6C: 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, 066-5589328C: 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 LetterDear 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。

酒店英语培训一、饭店组织机构（Hotel Organnization）1、总办Executive Office总经理General Manager ,简称“GM”。

2、人力资源部Human Resources Department人事主管Human Resources Supervisor3、销售部Sales & Marketing Department销售部经理 Sales Manager，简称“SM”。

4、前厅部Front Office Department前厅部经理Front Office Manager，简称“FOM”。

5、客房部Housekeeping Department6、工程部Engineering Department7、保安部Security Department8、财务部Finance Department9、前台接待员 Front Desk Agent10、客房服务员 Room Attendat二、前厅部英语接待Reception问讯Information预订Reservation登记Registration到达/离店日期Arrival/ Departure date公司名称Company name续住Extension of stay换房Room change空房/VAC Vacant room待修房/OOO Out of order住客房/OCC Occupied room自用房/HU House use双锁房/DL Double lock脏房/走客房/VD Vacant dirty请勿打扰/DND Do not disturb贵宾/VIP Very Important Person外宿/SO Sleep Out入住/退房/ Check in C/I Check out C/O有预订未入住No show接机服务Pick-up service/Limousine service 行李Baggage/Luggage雨伞Umbrella叫早服务Morning call/wake-up call贵重物品Valuable护照Passport签证Visa填写Fill in签名Signature姓/ 名Surname/ First name无预订散客Walk-in guest投诉Complaint门市价Rack rate团队价Group rate优惠价/协议价Corporate Rate合同价Contract rate折扣价Discount rate会员价Member rate半天房租Half-day room charge取消Cancel确认Confirm自助早餐Buffet breakfast Voucher/Coupon 八折20%(twenty percent discount)标准双人房Standard Twins room豪华单人房Deluxe King room豪华双人房Deluxe Twin room豪华双人套房Deluxe Twin Suite room单人床King/Single bed双人床Twin bed加床Extra bed / rollway bed空调Air-conditioner保险箱Safety box / Safe洗衣服务Laundry service快洗Express laundry service信纸Writing paper信封Envelope报纸Newspaper转接电话Transfer call无人接听No answer手机/移动电话Mobile / Cellphone充电器Charger烟灰缸Ashtray垃圾桶Dustbin/ waste basket /bin插座Socket插头Adapter包裹Parcel/ package房价表Room tariff三、客房英语门 Door门把手 Door handle锁 Lock防盗眼/猫眼 Spy hole衣柜 Wardrobe/closet衣架 Hanger西装架 Suit hanger裙架 Skirt hanger裤架 Trousers hanger浴袍 Bath robe拖鞋 Slippers穿衣镜 Dressing mirror保险箱 Safety deposit box 密码 Password冰筒 Ice bucket冰块 Ice cube矿泉水 Mineral water行李架 Luggage rack礼品袋 Shopping bag洗衣袋 Laundry bag洗衣单 Laundry list熨斗 Iron烫衣板 Ironing board抽屉 Drawer遥控器 Remote control电视节目指南 Movie guide茶几 Tea table沙发 Sofa/couch电话 Telephone铅笔 Pencil服务指南 Service directory 房价表 Room tariff台灯 Table lamp床头灯 Bed-side lamp落地灯 Floor lamp壁灯 Wall lamp应急灯 Emergency lamp床垫 Mattress枕套 Pillow case枕头 Pillow床单 Bed sheet被子 Quilt房间洗手间 Bathroom浴巾 Bath towel面巾 Face towel方巾 Hand towel地巾 Bath mat浴巾架/毛巾架 Towel rack防滑垫 Skid proof mat抽式面纸巾 Facial tissues浴缸 Bathtub电吹风 Hair-dryer电热水壶 Kettle镜子 Mirror剃须刀 Shaver/razor牙刷/牙膏 Tooth brush/ paste梳子 Comb香皂 Soap洗发液 Shampoo沐浴液 Bath foam/Shower Gel浴帽 Shower cap洗脸盆 Wash basin/sink厕纸 Toilet paper/Toilet roll 针线包 Sewing kit红茶 Black tea绿茶 Green tea咖啡 Coffee糖 Sugar火柴 Matches打火机 Lighter请勿打扰 Do Not Disturb开关 Switch空调 Air conditioner垃圾桶 Dustbin紧急出口 Emergency exit无烟楼层 Non smoking floor叫醒服务 Wake up call service体重秤 Scale电视频道 TV channel四、酒店常用场景句型（Sentences）1、请问有什么可以帮到您吗？What can I do for you?/Can I help you?2、您真好，准时叫醒我.It’s very kind of you for waking me up on time.3、感谢您的谅解Thank you for your kind understanding4、谢谢您给了我们这些信息Thank you for the information provided (by you).5、您想的真周到，提醒我那件事。

什么是酒店前厅英语作文英文回答：Hotel Front Office.The hotel front office is the department that first greets guests and handles their check-in, check-out, and other requests. It is the nerve center of the hotel and plays a vital role in creating a positive guest experience.The front office staff typically includes the front desk agent, the reservation agent, the concierge, and the bellhop. The front desk agent is responsible for greeting guests, checking them in and out, and providing them with information about the hotel and its amenities. The reservation agent handles guests' reservations and makes sure that they have a room available when they arrive. The concierge provides guests with information about local attractions and can help them arrange tours and tickets. The bellhop helps guests with their luggage and can providethem with other services, such as valet parking.The front office is a busy and demanding department,but it is also a very rewarding one. The front office staff has the opportunity to make a positive impact on guests' stays and can help to create a memorable experience.中文回答：酒店前厅。

什么是酒店前厅部英语作文英文回答：Front Office Department in the Hotel Industry.The front office department is the heart of a hotel, responsible for providing a seamless experience for guests from check-in to check-out. It is the first point of contact for guests and plays a crucial role in shaping their overall impression of the hotel.Key functions of the front office department include:Handling reservations and check-in/check-out procedures.Managing guest accounts and billings.Providing guest services (e.g., concierge, luggage storage)。

Handling guest complaints and resolving issues.Maintaining hotel security and monitoring guest safety.The front office team consists of various positions, including:Front Desk Agents: Responsible for check-in/check-out, guest assistance, and handling inquiries.Concierge: Provides information on local attractions, dining options, and other services.Bellhop: Assists with luggage handling and transportation.Night Auditor: Balances guest accounts and prepares financial reports.Effective front office operations are essential for guest satisfaction and revenue generation. Efficient check-in procedures, personalized guest services, and prompt resolution of issues contribute to a positive guest experience. Additionally, accurate billing and revenue tracking help ensure the hotel's financial stability.中文回答：酒店前厅部。

什么是酒店前厅部英语作文英文回答：The front office department is the face of the hotel, responsible for providing excellent guest service and ensuring the smooth operation of the hotel. The department is typically responsible for the following functions:Guest check-in and check-out.Handling guest inquiries and requests.Maintaining guest accounts.Managing room reservations.Processing payments.Providing concierge services.Assisting with guest luggage.Providing general information about the hotel and surrounding area.The front office department is typically staffed by a team of friendly and efficient professionals who are committed to providing guests with a memorable and enjoyable stay. They are the first point of contact for guests, and their professionalism and courtesy can set the tone for the entire guest experience.The front office department is also responsible for managing the hotel's reservations system. This system allows guests to book rooms online, by phone, or through a travel agent. The front office staff is responsible for processing reservations, assigning rooms, and confirming guest details. They must also be able to handle any changes or cancellations to reservations quickly and efficiently.In addition to handling reservations, the front office department is also responsible for maintaining guestaccounts. This includes tracking guest charges, processing payments, and issuing invoices. The front office staff must be able to accurately and efficiently handle all financial transactions.The front office department is a vital part of any hotel. It is responsible for providing excellent guest service, managing the hotel's reservations system, and maintaining guest accounts. The staff of the front office department is committed to providing guests with a memorable and enjoyable stay.中文回答：酒店前厅部是酒店的门面，负责提供优质的宾客服务和确保酒店的平稳运作。