【正文】 sible? 下午好！我是湯姆對不起打擾你了，我可以整理房間嗎？ G: Yes ,please. We‘re on our way out so we put the ―make up‖ sign on. But before you start ,would you do me a favor? 可以，我們快要外出了，所以才掛上“清理房間”的牌子。 R: My pleasure. If you don‘t want to be disturbed later on, please put this sign (DO NOT DISTURB) on the doorknob. Hope you enjoy your stay with us, sir. 不客氣。這間房面向長安街的，晚上的景色更漂亮。另外，接待員還應(yīng)向客人推薦一些為方便客人所開設(shè)的服務(wù)，如郵寄服務(wù)，使所有客人有賓至如歸的感覺。 G: Well. If that case ?? here you are. 好吧，既然是這樣??給你。 Hope you have a good time here. 祝愿你在飯店過得愉快。 ⑨ Offer to show a guest to his room 領(lǐng)客人去房間 If you are ready, the bellboy will take you to your room. 如果你準備好了，行李員會帶你到房間。這是您的房間鑰匙。 You are required/ requested/ asked to show your key card. 你被要求出示房卡。 Sorry. There is no record in our list. 對不起。 第 11 頁 G: Thank you. 謝謝。我訂下來了。 C: May I see it. Please? ?? I‘m afraid this won‘t be enough . One moment, please. I‘ve to check if there are rooms available ?? May I suggest a family suite? We have just had a cancellation. 請給我看一下，好嗎？這恐怕不夠充分。我會吩咐服務(wù)生帶你到房間，希望你在這里住得愉快。 C: Mr. Cruise, would you please fill in the registration form, with your name, address and nationality? Please also indicate the method of payment you prefer. 第 10 頁 (the clerk verifies the form and record it.) Thank you for waiting, sir. Here is your hotel passport and keycard to Room A101. Please show it when signing bills in our restaurants. I‘ll call the bellboy and he‘ll take you to your room. I hope you enjoy your stay with us. 克魯斯先生，請?zhí)顚戇@張登記表格，包括你的姓名，地址、國籍。對付麻煩的客人時接待員更應(yīng)該做到適度得體，明確指出其要求與酒店的規(guī)定相矛盾。 Unit Two Reception 接 待 Part 1 Check in 入宿登記 當客人來到前臺時，接待員首先向客人問好，然后請客人填寫入宿登記表，當客人填寫完登記表以后，接待員應(yīng)檢查一下，要做到各項內(nèi)容都清晰準確。 ⑨ Ask about personal information 詢問個人情況 Could/ Would you tell/ give me your name? 請問您貴姓？ Could / May I have your name / address / telephone number? 您能告訴我你的名字 /地址 /電話好嗎？ Do / Would you mind telling / giving me your name, please? 我可以知道你的名字嗎？ ⑩ Ask a guest to speak slowly 請求對方講慢一點 Excuse me, sir, but could you speak (a little more) slowly, please? 對不起，先生，你可以慢一點講嗎？ Excuse me, miss, but would you please slow down a little? 對不起，小姐，你可以慢一點講嗎？ Excuse me, Madam, but do you mind slowing down a little? 對不起，女士，你可以慢一點講嗎？ 第 9 頁 ? Farewell words 告別語 Thank you for calling us. 多謝你打電話來。 ⑧ Quote 報價 A single would run you between RMB 535 and RMB 280 . 單人間的價格在 535 和 280 之間。 I‘m sorry, We are full up for those dates. 很抱歉，那些天我們的房間已經(jīng)滿了。 I‘m sorry, we don‘t have triple room. 很抱歉，我們沒有三人間。 ③ Accept reservation 接受預訂 We have a single available for those dates. 我們那些天有單人間。 Selected Sentences 精選句型 ① Be willing to help 表示愿意幫忙 Can I help you? 我能為你效勞嗎？ What can I do for you? 我能為你效勞嗎？ How can I help you, sir? 我能為你效勞嗎？ May I help you? 我能 為你效勞嗎？ ② Ask a guest to wait a minute 請對方稍候 第 7 頁 Just a moment, please. 請稍等。 C: May I have your name and phone number, please? 請告訴我您的姓名及電話號碼？ G: Yes, It‘s Terry Tompson and my number is 82073660. 好的，我叫特里 C: In whose name was the reservation made? 是以 誰的名字預訂的？ G: Tom Cruise. 湯姆 C: Do you need limousine service? 你需要機場接送服務(wù)嗎？ G: That‘s exactly what I want. How much does it charge? 這正是我需要的，請問如何收費 ? C: Eighty yuan for one way. You can make the reservation now. We have a counter at the airport where our representative will escort you to the car. 單程收費為 80 元，我們在機場設(shè)有柜臺，將有專人引導你上車。 C: For 3 nights from September 25th until 27th. 從 9 月 25 日到 9 月 27 日 3 個晚上。您那天的房間確定了。請告訴我您預訂的日期好嗎？ G: It was for May 1st, for two nights. 5 月 1 日兩個晚上。 C: Thank you. We look forward to hearing from you. 謝謝您，我們盼望著您能再打電話來。 C: Could you hold the line, please? I‘ll check our room availability for those days. ?? Thank you for waiting, sir. We have a twin available for four nights from March 15th, but I‘m afraid there is none available on the night of March 19th. 您請稍等好嗎？我查一下那幾天的房間。謝謝，再見。 C: Which kind of room would you prefer? 您喜歡什么樣的房間？ G: I want a twin room with a city view. 我想要一間能看到城市的雙人房。 G: That sounds good. Do you have their telephone number? 聽起來不錯，你有他們的電話號碼嗎？ C: Yes, it is 82073660. 有，是 82073660。（過了一會兒） 那天已經(jīng)訂滿了。 Part 2 Unsatisfied Reservation 未能預約 當酒店無法滿足客人的預約時，無論為何種情況，預約員都應(yīng)做到彬彬有禮，并盡自己所能幫助客人，向客人推薦其它類型的房間或附近其它酒店，一定不能因為客人要求太高可稍顯無理而粗暴拒絕。我在中國國際商業(yè)機器公司工作，我叫比爾 G: The one at RMB 1,500 sounds fine. 1500 元的那種聽起來挺不錯。 C: Which kind of room do they want? 他們需要什么樣的房間？ G: A double. He‘ll be acpanied by his wife. 一間 雙人床的房間，他太太要陪他來。一月五 日到九號四個晚上，我叫瑪麗，期待能為您服務(wù)。 C: Mr. Tom Cruise. May I have your phone number, please? 第 2 頁 湯姆 讓你久等了，我們有 1000元和 1500 元的雙人房間，您喜歡哪一種？ G: I‘ll take the one at RMB1,500. 我要訂 1,500。 C: How many guests will there be in your party? 您一行共有多少位客人呢？ G: Just my wife and myself. So I prefer a twin please. 只有我太太和我。接受預訂后，認真填寫好預定酒店日志。 第 1 頁 Unit One Room Reservation 預 訂 房 間 Part 1 Reservation 預訂 預訂員在大廳前臺工作 ,負責回答有關(guān)預訂房間的詢問 ,還要負責辦理預訂 ,取消以及改變預訂。辦理預約時，在確定了客人的意思或條件之后，應(yīng)該復述一次，以表慎重，不懂的問題應(yīng)及時再問一次，力求做到清楚、明確，確定對方掛電話后，再輕輕掛 上話筒。 C: For how many nights? 要住幾晚呢？ G: For four nights. 四個晚上。我查查那幾天有沒有空房間。克魯斯 .。 C: I‘d like to confirm your reservation. A twin room for Mr. And Mrs. Cruise at RMB1,500 yuan per night for four nights from January 5th to 9th. My name is Mary and we look forward to serving you. 我要再確定一下您的預約，克魯斯夫婦要一間兩張床的雙人房，每晚 1500 元。要訂什么時候？ G: For one week. From October 1 to 7. 從 10 月 1 日到 7 日，總共一個星期?？峙挛覀儧]有雙人床房間， 但是我們還有幾間價位 1,000 元及 1,500 元人民幣的兩張單人床房間。 C: Thank you. May I ha