【正文】 張單人床的房間，可是 3 月 19 號沒有。 C: Thanks for calling. Goodbye. 謝謝你的來電，再見。 C: We do have twin rooms but they are all facing the lakes, not the city. 我們有雙人房，但全都是向湖泊的，并非向城市的。 G: Thank you very much. Goodbye . 非常感謝你，再見。我們把您列入候補名單，一旦有人退房，我們便通知您，您看好不好？ G: No, thanks. Could you remend another hotel near the city center to me? 不用了，謝謝。若客人不接受建議，也應感謝他打來電話詢問 。史密斯。 C: Certainly, sir. May we know the name of your colleague and his wife? 好的，能告訴我你同事夫婦貴姓嗎？ G: Mr. And Mrs. Terry Thompson. 特里 C: Could you hold the line, please? I‘ll check our room availability. ?? Thank you for waiting. I‘m afraid we have no double rooms, but we do have some twin rooms at RMB 1,000 and RMB 1,500 available. 請別掛斷好嗎？我查查是否還有房間。 （ 2） Reservation for others 代人預訂 C: Good morning. Room Reservations. May I help you? 您早，這里是客房預約部，能為您效勞嗎？ G: Yes, I‘d like to reserve a room for a colleague. 我想替一位同事預訂房間?？唆斔瓜壬埥o我您電話號碼好嗎？ G: Yes, the number is 010 – 82073660. 好的，號碼是 010 – 82073660。 C: Certainly. May I have your name and initials, please? 好的。請給我一間兩張單人床的房間。 C=Clerk 前臺職員 G=Gust 客人 （ 1） Reservation in person 親自預訂 C: Good morning. This is Room Reservation. May I help you? 您早，客房預訂部，能為您效勞嗎？ G: Yes, I‘d like to reserve a room. 我想預訂一個房間。 人們用各種方式預訂房間 ,目前電話預約用得最多 ,所以應特別注意電話中的交際禮儀。這將影響到客人對酒店的印象，說話如平常般親切，詢問客人私人問題時，應特別注意禮貌。 C: Thank you. For which date? 謝謝您，要訂哪一天的？ G: From January 5 th. 從一月五號日一開始。 C: Hold the line, please. I‘ll check our room availability for those days. Thank you for waiting, we have a twin at RMB1,000 and at RMB1,500. Which would you prefer? 請別掛斷。請告訴我您貴姓及名字的第一個字母好嗎？ G: Yes, it‘s Tom Cruise . 好的，我叫湯姆 C: What time do your expect to arrive, sir? 先生，您預定什么時候抵達？ G: Oh, around 7pm, I suppose. 嗯，我想是下午 7 點左右吧。 C: Thank you, sir. Which date would that be? 謝謝您，先生。??讓您久等了。湯普森夫婦。 C: Do you know their flight number and arrival time?\ 您知道他們的班機號碼 和抵達時間嗎？ G: Yes, it‘s Pan American Flight 009. His flight arrives at 2pm, so he should be there by 5pm at 第 3 頁 the earliest. 是泛美 009 班機，他的班機下午 2 點抵達，所以他應該最早下午 5 點到貴酒店。 C=Clerk 前臺職員 G=Guest 客人 （ 1） Being full 客滿 C: Good morning! May I help you? 早上好，我能為您效勞嗎？ G: Yes, I‘d like to reserve a room with a private bath room for November 14. 是的，我想預訂一個帶洗澡間的單人房， 11 月 14 日。你能推薦另一家靠近市中心的酒店給我嗎？ C: Yes, of course. If you require a hotel as ours, I would suggest that you try the Hilton Hotel. 當然可以，如果你想要一家跟我們一樣的酒店，那么我建議您試一試希而頓酒店。 C: Thank you for calling us and goodbye. 謝謝您給我們打電話，再見。 G: It‘s too bad. Let me think about it. I‘ll get back to you later. Thank you very much. Goodbye. 那太糟了，讓我考慮一下。 （ 3） Inpletely satisfied reservation 無法連續(xù)預訂至期滿 C: Good morning. Room reservation. May I help you? 早安，客房預約部，能為您效勞嗎？ G: Yes, I‘d like to reserve a room. 是的，我想預定一個房間。 G: Well, do you have two singles for that night? 那么，那天晚上有沒有兩間單人房呢？ C: I‘m very sorry, sir, but we are fully booked for all types of room on that night. 非常抱歉，那天晚上所有的客房都預約滿了。 C= Clerk 前臺職員 G= Guest 客人 (1) Confirmation 確認 C: Good morning. This is Room Reservations. May I help you? 您好，客房預訂部，能為您效勞嗎？ G: Yes, I‘d like to confirm a reservation. 我要確認一項預訂。 L – I – W – E – I . C: Could you hold the line, please? I‘ll check our reservation record. ?? Thank you for waiting, sir. Your room is confirmed for that day. We look forward to serving you. 請稍等，別掛斷電話，我要查看一下預訂記錄。 （ 2） Change 變更 C: Room Reservations. May I help you? 客戶預訂部，能為您效勞嗎？ G: Yes, my name is Tom Cruise, and I made a reservation for 2 nights from September 25th. I‘d like to extend it for one more night until the 27th. 我叫湯姆 C: Will there be any change in your room type? Your reservation is for a twin room. 是否更改房間類型呢？您所預訂的是兩張床的雙人房。 C: Thank you. We look forward to serving you. 謝謝你，我們期待著為你服務。 C: What was the date of the reservation? 什么時間的？ G: From September 7 for 3 nights. 從 9 月 7 日起 3 個晚上。 C: Thank you, sir. I will cancel Mr. Cruise‘s reservation from September 7th for 5 nights. My name is Mary and we look forward to another chance to serve you. 謝謝您，先生，我將取消克魯斯先生自 9 月 7 日起 5晚的預約。 Could you wait a minute, please. 請稍等。 We are glad we‘ll be able to accept your booking. 很高興我們能夠接受你的預訂。 I‘m sorry, Miss. We are booked solid on that date. 很抱歉，那天的空房間全部訂完了。 You might want to try the Palace Hotel. 你可以和王府飯店聯(lián)系一下。 Prices go/ range from RMB 535 to RMB 280 for a single. 單人間的價格在 535 和 280 之間。 Thank you for using room service. 感謝您使用我們的客房服務。如果要客人等候，一定要道歉，語氣應盡量婉轉，得體，無論多么忙碌，也應先跟客人打招呼，以示稍后將辦理他們的事務。 C: May I have your name, please? 請問您的姓名 ? G: My name is Cruise, Tom Cruise. 我叫布克魯斯 ,湯姆 （接待員對表格并紀錄資料） 先生讓你久等了，這是你的住房證明及鎖匙，你的房號是A101。 C: I‘m afraid we have no record of any reservation made by Peace Tours in your name. Do you have a confirmation letter? 恐怕我們沒有和平旅行社以您的名字所做的預訂記錄。 G: That‘s great! How much is it? 太好了！如何收費？ C: Three thousand yuan per night plus two per cent service charge and three per cent government tax. 3000 元一晚，另加 2%服務費及 3%政府稅。 (After the registration) （登記完成后） C: Thank you, Here‘s our weling brochure with all the information of our facilities. My name is Mary. If you need any help at all, do let me know. I‘m at your service. 謝謝，這是我們的迎賓手冊，內有酒店各項設施。 Just a minute, please. I‘ll check our booking situation. 請稍等，我查一下我們的預訂情況。 Are you sure you‘ve made a reservation. 您確定您已經(jīng)登記過了嗎？ ④ Ask a guest to wait a minute 請客人稍候 Would you please take a seat while I look into our file? 我們查閱文件時你坐一下好嗎？ Would you please wait a moment while I check the hotel list. 我們核對飯店名單進請你稍等好嗎？ ⑤ Put forward requirements 提要求 第 12 頁 You must show your identification card to enter the room. 你必須出示身份證才能進入房間