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酒店客房常用实用英语美联英语提供整房员部分:1．When would you like me to do your room，sir？您要我什么时间来给你打扫房间呢，先生？2．You can do it now if you like．如果您愿意，现在就可以打扫。
3．May I do the turn-down service for you now？现在可以为您开夜床服务（收拾房间）了吗？4．（客人）Could you come back in three hours？你能不能过3小时再来整理？5．It“s growing dark．Would you like me to draw the curtains for you？天黑下来了，要不要我拉上窗帘？6．We will come and clean room immediately.我们马上就来打扫您的房间。
7．Turn-down service ,May I come in?夜床服务，我可以进来吗？8．I’m sorry to trouble you, sir. May I clean the room now?先生，对不起麻烦您了。
现在我可以打扫房间吗？9．I’m coming to change the sheets and pilloweases.我来调换床单和枕套。
10. When would it be convenient?什么时候比较方便（打扫您的房间）？11．I’ll come later.我等会再来。
房务中心部分1．I’ve come to collect your laundry.我来取您要洗的衣服。
2．When would you like your laundry back?您要什么时候取回送洗的衣服？3．Would you please fill in the laundry list?请您填一下送洗衣服的清单，好吗？4．Are they to be dry-cleaned?要不要干洗？5．Your laundry is back, madam. 小姐，您的衣服送来?。
Housekeeping （客房服务英语）1．Housekeeping ．May I come in 我是客房服务员，可以进来吗2．When would you like me to do your room ，sir 您要我什么时间来给你打扫房间呢，先生3．You can do it now if you like ．如果您愿意，现在就可以打扫。
4．I would like you to go and get me a flask of hot water ．我想请你给我拿一瓶开水来。
5．I'm sorry that your flask is empty ．很抱歉您的水壶空了。
6．May I do the turn-down service for you now 现在可以为您收拾房间了吗7．Oh，thank you ．But you see ，we are having some friends over ．噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
8．Could you come back in three hours 你能不能过 3 小时再来整理9．Certainly ，madam．I'll let the overnight staff know ．当然可以，女士。
我会转告夜班服务员。
10．Would you tidy up a bit in the bathroom 请整理一下浴室好吗11．I've just taken a bath and it is quite a mess now ．我刚洗了澡，那儿乱糟糟的。
12．Besides ，please bring us a bottle of just boiled water ．此外，请给我们带瓶刚烧开的水来。
13．It's growing dark ．Would you like me to draw the curtains for you 天黑下来了，要不要我拉上窗帘14．Is there anything I can do for you 您还有什么事要我做吗15．I'm always at your service ．乐意效劳。
Housekeeping 客房服务(酒店常用英语) Key Sentences（重点句子）99．Housekeeping．May I come in？我是客房的，可以进来吗？100．When would you like me to do your room，sir？您要我什么时间来给你打扫房间呢，先生？101．You can do it now if you like．如果您愿意，现在就可以打扫。
102．I would like you to go and get me a flask of hot water．我想请你给我拿一瓶开水来。
103．I'm sorry that your flask is empty．很抱歉您的水壶空了。
104．May I do the turn-down service for you now？现在可以为您收拾房间了吗？105．Oh，thank you．But you see，we are having some friends over．噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
106．Could you come back in three hours？你能不能过3小时再来整理？107．Certainly，madam．I'll let the overnight staff know．当然可以，女士。
我会转告夜班服务员。
108．Would you tidy up a bit in the bathroom？请整理一下浴室好吗？109．I've just taken a bath and it is quite a mess now．我刚洗了澡，那儿乱糟糟的。
110．Besides，please bring us a bottle of just boiled water．此外，请给我们带瓶刚烧开的水来。
111．It's growing dark．Would you like me to draw the curtains for you？天黑下来了，要不要我拉上窗帘？112．Is there anything I can do for you？您还有什么事要我做吗？113．I'm always at your service．乐意效劳。
Housekeeping (客房服务英语)1．Housekeeping．May I come in我是客房服务员，可以进来吗2．When would you like me to do your room，sir您要我什么时间来给你打扫房间呢，先生3．You can do it now if you like．如果您愿意，现在就可以打扫。
4．I would like you to go and get me a flask of hot water．我想请你给我拿一瓶开水来。
5．I'm sorry that your flask is empty．很抱歉您的水壶空了。
6．May I do the turn-down service for you now现在可以为您收拾房间了吗7．Oh，thank you．But you see，we are having some friends over．噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
8．Could you come back in three hours你能不能过3小时再来整理9．Certainly，madam．I'll let the overnight staff know．当然可以，女士。
我会转告夜班服务员。
10．Would you tidy up a bit in the bathroom请整理一下浴室好吗11．I've just taken a bath and it is quite a mess now．我刚洗了澡，那儿乱糟糟的。
12．Besides，please bring us a bottle of just boiled water．此外，请给我们带瓶刚烧开的水来。
13．It's growing dark．Would you like me to draw the curtains for you天黑下来了，要不要我拉上窗帘14．Is there anything I can do for you您还有什么事要我做吗15．I'm always at your service．乐意效劳。
Unit 5 Housekeeping Service教学目标教学过程建议Mind Map教学步骤●介绍客房部在酒店中的重要性；●了解客房部提供各项服务的中英文表达；●引导学生头脑风暴并完成练习。
参考答案(1) room cleaning (2) lost and found (3) maintenance serviceBackground Information教学步骤●引导学生列举客房内的各种设施及客用品的中英文名称；●引导学生列举浴室内的各种设施及客用品的中英文名称；●引导学生看图完成练习题。
参考答案Task 1A 灯开关B 穿衣镜C 体重秤D 被子E 枕头F 床头柜G 床头灯H 窗帘I 扶手椅J 茶几K 落地灯L 梳妆台M 电视机N 行李架O 小冰箱P 电视柜Task 2A 淋浴喷头B 浴巾C 晾衣架D 洗发水E 水龙头F 洗脸池G 镜灯H 地漏I 马桶J 卫生纸K 浴缸L 毛巾架Doing in the Scene教学步骤●引导学生思考打扫客房时客人若不方便该如何处理；●引导学生思考如何告知客人会尽快满足其需求；●引导学生思考如何介绍洗衣服务流程及洗衣单的正确填写方法；●引导学生听音频完成练习。
听力脚本&课文译文练习答案Scene 1 Room cleaning serviceTask 11-7-5-3-4-2-8-6Task 2□ tidy up the bathroom dust the deskspray some air freshener □ put away the things on the desk empty the waste bin □ change the bed sheet□ vacuum the carpet bring some more cups and teaScene 2 Dealing with a guest’s specific requestsTask 11. an adaptor2. a baby stool3. a kid’s robe4. an iron and ironing boardTask 21. Yes, we do, Mrs. Fisherman. I’ll get one for you immediately.2. I see, Mrs. Fisherman. I’ll send a stool to your room right away.3.No problem, Mrs. Fisherman. I’ll bring it to your room at once.4.Actually we have them in each guest room. You can find them in your wardrobe.Scene 3 Laundry ServiceTask 11. I’m here to collect your laundry.2. Please fill out the laundry list and put your clothes in the laundry bag.3. It usually takes about two days to have the laundry done.4. If you’re in a hurry, we have a three-hour express service.5. But there is an extra charge of 50% for it.6. We’ll charge it to your hotel bill.Task 2教学步骤●介绍客房内常见的温馨提示卡内容；●熟悉洗衣单上的衣物词汇、洗涤方法及相关赔偿条款；●引导学生完成练习。
目录酒店部门名称NAME OF HOTEL’S DEPA RTMENTS (2)英语之交流用语 (4)欢迎、问候用语 (4)征询和指路用语 (5)餐饮服务业英语口语大全 (6)餐厅常用语 (6)饭店英语交流用语.销售用语 (9)宾馆客房服务英语口语对话 (12)酒店日常服务英语用语 (13)住宿篇 (15)生活篇 (16)酒店简明英语全集BASIC ENGLISH FOR HOTEL SERVICE (17)酒店基础口语:得体的回答 (25)一些酒店服务中常用的回答用语 (25)酒店常用英语口语 (27)服务常用英语口语 (27)入住酒店常用英语口语 (28)酒店英语口语汇总 (32)酒店常用英语口语100句 (35)酒店总机英语口语 (41)总机电讯服务常用英语词汇 (42)酒店订房常用英语 (44)订房常用英语 (44)酒店预订房间英语情景对话 (45)客房预订MAKING A RESERV A TION. (46)酒店前台接待处常用英语 (50)前台常用英语 (50)常用口语(1) (58)常用口语(2) (61)酒店处理投诉常用英语 (65)酒店商务中心英语口语 (68)酒店部门名称Name of Hotel’s DepartmentsAccounting Department 财务部Night Club 夜总会Lobby bar 大堂吧Music bar 音乐吧Beauty salon 美容中心Business centre 商务中心Cashier‟s 收银处Chinese restaurant 中餐厅Coffee shop 咖啡厅Engineering department 工程部Food and beverage department 餐饮部Front office reception 前台办公室Housekeeping department 客房部Laundry 洗衣部Recreation department 娱乐部Reservation 订房部Room service 送餐部Security department 保安部Human resource department 人力资源部Training department 培训部Western restaurant 西餐厅Executive Office 行政办公室Public& Sales department 市场推广部Function room 宴会厅Conference room 会议室中心主楼分布：First floor: reception/front desk 接待处/前台Business centre 商务中心F/O cashier 前台收银The paradise sauna 丽池芬兰浴Ticket counter 票务处Mayfair café美华阁啡厅Lobby 大堂Lobby bar 大堂吧Music bar 音乐吧Second floor: the celebrity night club 君豪夜总会F&B Reservation desk 餐饮预定台Third floor: Chinese restaurant 中餐厅Ritzy palace 富丽宫Four floor: fitness centre 健康中心Indoor swimming pool 室外泳池Snooker room 桌球室The stylist/beauty saloon 美容美发中心Operator 总机RHKJC-CIT Betting centre Guangzhou香港赛马会-广州投注宝服务中心fifth floor Excutive office 行政办公室Public& Sales department 市场推广部F&B office 餐饮部办公室Sixth floor card room 牌艺室英语之交流用语欢迎、问候用语1、G ood morning(afternoon, evening), sir(madam)早上（下午、晚上）好，先生（夫人）。
客房部基础英语一、问候语（Greeting）1. Good morning , madam / sir. （早上好！女士/先生）Good afternoon, madam / sir （下午好！女士/先生）Good evening, madam / sir （晚上好！女士/先生士）2. How are you, madam / sir? （您最近过的好吗？）3. Fine, thank you. And you? （回答：我很好，谢谢。
你呢？）4. How do you do！(您好！)5. Nice to meet you. (很高兴见到您。
)二、欢迎(Welcoming)6. Welcome to our hotel您好! （欢迎您到我们宾馆。
）Welcome to Xiangxi National Hotel.三、致谢(Expressing thanks):7. Thank you. （谢谢）对致谢的回答(Answers to thanks):8、You are welcome. （不客气）9、With pleasure. / My pleasure. （荣幸之至）四、致歉(Apologizing):10、Excuse me. (打扰客人时。
不好意思，打扰一下。
)11、I’m sorry. （对不起。
）12、I beg your pardon, sir. /Pardon？（能再说一次吗？）对道歉的回答(Answers to apology):13、That’s all right. It doesn’t matter. （没关系。
）五、表示乐意效劳(Willing to serve):14、OK, sir. I’ll be glad to help. （好的，先生。
我很高兴能够帮您。
）六、询问/征询(Asking/inquiring):15、May I help you? Madam / Sir. （我可以帮助您吗？女士/先生）七、祝愿/祝福(Expressing good wishes):16、Enjoy your stay with us, madam. （祝您住店愉快，女士）17、Have a nice day! Have a good day.（祝您玩得开心。
客房服务英语1． Good morning/afternoon/evening, sir/madam先生/小姐，早上/下午/晚上好！2． May I help you, sir/madam先生/小姐，我能帮什么忙吗？3． How are you today , sir/madam?先生/小姐，您好吗？4． Very well, thank you! And you, sir/madam?谢谢，很好，您呢？/先生/小姐？5．It’s my pleasure.非常高兴为您服务。
6。
You’re welcome.不客气。
7。
Glad to be service. I’m at your service.乐意为您郊劳。
8。
Not at all. Thank for calling.一点也不，谢谢您的吩咐。
9。
My name is ____.I `m the floor attendant.我叫——，我是楼层服务员。
10。
Welcome to Holiday Inn Crowne Plaza Jinan! 欢迎您光临济南假日海景大酒店！11 。
Thank you for your kind compliment.谢谢您的赞美。
12。
Take care! Good---bye and good luck.保重，再见，祝您好运。
13。
Have a nice trip!祝您旅途愉快。
14。
We’ll be looking forward to seeing you again.我们盼望能再次和您见面。
15。
Hope you’ll have a pleasant trip home.祝您归途愉快。
16。
Hope you’ll have a happy landing！祝您一路顺风。
17。
Good---bye, sir and thank you for coming.再见，先生，谢谢您的光临。
18。
住宿英语单词：轻松掌握日常住宿场景必备词汇1. 宾馆（Hotel）Reception：前台Checkin：办理入住Checkout：办理退房Room key：房间钥匙Room service：客房服务2. 客房类型（Room Types）了解不同类型的客房，有助于你更好地选择适合自己的住宿： Single room：单人间Double room：双人间Twin room：双床间Suite：套房Dormitory：宿舍3. 设施与用品（Facilities and Amenities）Bathroom：浴室Toilet：厕所Shower：淋浴Towel：毛巾Soap：肥皂WiFi：无线网络Air conditioning：空调Heating：暖气4. 预订与咨询（Reservation and Inquiry）Reservation：预订Availability：空房情况Deposit：定金Cancellation policy：取消政策Special offer：特别优惠Discount：折扣5. 住宿相关问题（Common Problems）Complaint：投诉Noise：噪音Cleanliness：清洁Maintenance：维修Lost and found：失物招领6. 早餐与餐饮服务（Breakfast and Dining Services） Breakfast：早餐Buffet：自助餐Restaurant：餐厅Menu：菜单Allergic：过敏Vegetarian：素食7. 位置与交通（Location and Transportation）Location：位置Address：地址Nearest：最近的Transportation：交通Subway station：地铁站Bus stop：公交站8. 安全与保险（Safety and Insurance）Safety deposit box：保险箱Security：安全Fire extinguisher：灭火器Emergency exit：紧急出口Travel insurance：旅行保险9. 结账与退房（Settlement and Checkout） Invoice：发票Payment method：支付方式Cash：现金Credit card：信用卡Settle the bill：结账Express checkout：快速退房10. 评价与反馈（Evaluation and Feedback） Review：评价Feedback：反馈Satisfaction：满意度Improve：改进通过这份住宿英语单词文档，你不仅能够更好地应对各种住宿场景，还能在实际交流中展现出你的英语素养。
客房部服务英语第一节基本礼貌用语1、称谓用语3) Excuse me. 对不起。
1)知道客人的姓氏时：4）Sorry to have kepy you waiting.Mr.XX “XX先生” 对不起，让您久等了。
Mrs.XX “XX太太”5) That’s all right.没关系Mr & Mrs.XX “XX先生和太太”6) Don’t mention it.不必介意Miss XX “XX小姐” 5、祝贺用语2)不知道客人的姓氏时：1) Congratulations. 祝贺您Sir “先生”2) Have a good day. 祝您快乐Madan “女士”3) Merry Christmas. 圣诞快乐Miss “小姐” 4) Happy mew year. 新年快乐3) 对团体客人的称呼：5) Happy birthday. 生日快乐Gentinen “先生们”6、告别用语L adies & Gentlimen “女士们、先生们”1) Good-bye 再见Ladies “女士们”2) Have a nice trip. 一路顺风Lady & Gentlemen “女士和先生们”3) Hope to see you ag2、问候用语希望再见到您。
1) How do you do ? 您好4) Good night. 晚安2) How are you? 您好吗？7、应对用语3) I’m fine, thank you,And you? 1) Yes, sir/madam.好的，先生/太太很好，谢谢。
您呢？2) Certainly, sir/madam. 当然可以4) Good morning. 早上好。
3) Innediately, sir/madam. 马上就办。
5) Good afternoon. 下午好。
8、听不清客人的话6) Good evening. 晚上好。
1) I beg your pardon?7) Welcome to our hotel(restaurant). 2）Would you please speak a little more slowly.欢迎光临。
请说慢些好吗？3、致谢用语及回答1)Thank you. 谢谢。
2)You are welcome. 不用客气3)It’s my pleasure.4、道歉用语及回答1)I’m sorry.对不起2)Sorry to distrub you. 对不起，打扰了。
第二节基本服务用语1、Good morning,sir. May I help you? 先生您早，需要我效劳吗？2、I’m the room attendant. What can I do for you?我是楼层服务员，有什么吩咐？3、May I know your room numder, please? 请问您的房间号码是多少？4、I’m the room attendant, could you please show me your room card?我是服务员，可以看看您的房卡吗？5、Let me help you with your luggage. 我来帮您提行李。
6、This way, please. This is room, madam. 请这边走，女士，这是您的房间。
7、After you please,sir. 您先走。
8、Take a rest,please. 请休息。
9、Have a wash, please. 请用汗巾。
10、Have a tea, please. 请用茶。
11、Housekeeping. May I come in? 管家部，可以进来吗？12、I’m sorry to disturb you, sir. May I clean the room now？对不起，打扰了。
请问现在可以打扫房间吗？13、Shall time would it be convenient to you, sir? 我是现在清洁您的房间还是待会儿再来？14、What time would it be convenient to you, sir? 先生，您觉得什么时候比较方便呢？15、Please chean it when I’m out.请等我出去后再打扫。
16、It’s all right, s ir. Is there anything else I can do for you? 可以，先生，请问还需要我做些什么吗？17、Excuse me, sir. But I haven’t finished. Shall I continue? 对不起，先生，还没做完，我可以继续清扫吗？18、Just a moment, please. 请稍等。
19、Certainly,sir. I’ll do it right away.好的，先生，我马上就去办。
20、Here you are. 给您。
21、Excuse me. 对不起。
/请让一步。
(当客人走在您前面，而你需要超过客人时)22、May I do the turn-down service for you,sir? 先生，我可以为您开夜床吗？23、I’m afraid I can’t help. If you don’t mind,I’ll report it to my supervisor immediately.恐怕我没法帮您。
如果你在意的话，我马上报告上司。
24、Did you call for service,sir? 先生，是您需要服务吗？25、Please bring me some ice cubes. 请给我拿些冰块来。
26、I’ll send them(it) to your room,just a moment.请稍等，我马上送到您的房间。
27、There is something wrong with the water tap. 水龙头有些问题。
28、I’ll send someone to fix it at once. 我马上叫人来维修。
29、Any laundry, sir? 有衣服要洗吗？30、Could you fill ort the laundry form, please? 请填写洗衣单好吗？31、You’ll get your laundry back this evening.您的洗衣到今晚送回。
32、Shall I call a doctor for you? 要帮您叫医生吗？第三节常用词汇hair-dryer 吹风筒pillow 枕头sheet 床单blanket 毛毯Ashtray 烟缸Bathrobe 浴袍Towel 毛巾Bath towel 浴巾Hand towel 手巾Tooth brush 牙刷Tooth paste 牙膏Bath tub 浴缸Conditioner 护发素Foam 浴液Bath jell 沐浴露Shampoo 洗发液Shower cap 浴帽Comb 梳子Soap 香皂Shaver 剃须刀Glass 玻璃杯Slipppers 拖鞋Envelope 信封Wirting parer 信纸Writing pad 便笺Boiled water 开水Ice cube 冰块Ball pen 圆珠笔Sewing kit 针线包Air-cinditioner 空调Mini bar 小酒吧Tea bag 茶包Telephone 电话TV 电视Water tap 水龙头Post card 明信片Oslight bulb 灯泡Toilet paper 卫生纸Tissues 面纸Extra bad 加床Matches 火柴Lighter 打火机Adapter 万能插座Transformer 变压器Hanger 衣架Shopping bag 购物袋Laundry 洗衣袋Haundry list 洗衣单Iron board 熨衣板Iron 熨斗Map 地图Service directory 服务指南Room service menu 送餐服务牌Do not disturb sign 请勿打扰牌第四节对话一、初级服务员要求掌握以下情况对话：1、Showing a guest to her room.H: Good aftermoon.madam. May I help you?G: Good afternoon. Could you please show me to my room?H: May I have your room numder , please?G: Here’s my key card, room 1718.H: May I hilp you with your luggage, madam?G: It’s very kind of you, Thank you.H: You’re welcome. This way, please.……H: Here wi are,room 1718. Is there anything else I can do for you, madam?G: No,thank you.H: Have a vice day,madam.2、Asking to clean a room.H: Housekeeping. May I come in?G: Yes. What is it?H: Sorry to disturb you,madam. May I cliean the room now?G: Well,I’m waiting for some friends, could you please come back later?H: Sure. What time would it be convenient to you, madam?G: Maybe 3:00 P.M.H: All right,I’ll come then. Good-bye.3、Laundry serviceH: Good afternoon,madam. Can I help you?G: Yes, I’d like to have this laundry done, please.H: Certainly,madam. Could you fill in the larndry form in the drawer, please?G: Well, …… Here you are. By the way, When will it be ready?H: You’ll tet your lanudry back by 5:30P.M. this afternoon.G: Fine. Thanks a lot.H: You’re welcome.4、Asking for something.H: Good morning, madam. Did you call for service?G: Yes, There is no hot water in my room.H: I’m really sorry to hear that. I’ll send it to your room as soon as possible. Just a moment. Please.……H: Sorry to have dept you waiting, madam. Here you are.G: Thank you.H: You’re welcome.客房英语中级附加题：一、基本服务英语：1、According to the hotel policy, the damage must be paid for. 根据饭店的规定，损坏物品是要赔的。
