【正文】 nt ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號(hào)Policy No. ：F/O Pamp。P生效日期Effective Date ：批準(zhǔn)Approved by ：總經(jīng)理日期Date ：分送Distribution ：各部門(mén) 制度名稱(chēng) Policy ：飯店專(zhuān)業(yè)術(shù)語(yǔ)及日常用語(yǔ)培訓(xùn)2——4 Handling cancellations 取消訂房處理取消訂房時(shí)，一定要確認(rèn)原訂房者的姓名。訂房中心：嗯，您可以在日期近一些的時(shí)候再來(lái)電話(huà)詢(xún)問(wèn)，到時(shí)候可能會(huì)有客人取消 訂房。 很不湊巧，我們飯店已經(jīng)全部預(yù)訂光了。P生效日期Effective Date ：批準(zhǔn)Approved by ：總經(jīng)理日期Date ：分送Distribution ：各部門(mén) 制度名稱(chēng) Policy ：飯店專(zhuān)業(yè)術(shù)語(yǔ)及日常用語(yǔ)培訓(xùn)2——3 When the hotel is fully booked 訂房已滿(mǎn)當(dāng)飯店已客滿(mǎn)客人無(wú)法定到房間時(shí)，一定要謹(jǐn)慎且客氣的告訴他，接著友善的請(qǐng)客人考慮將日期提前或是延后，如果沒(méi)有辦法，可以請(qǐng)他留下電話(huà)號(hào)碼和姓名，或許隨后會(huì)有客人取消預(yù)定。客人：我姓訂比較便宜的那間房間。 Procedures部門(mén)Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號(hào)Policy No. ：F/O Pamp。會(huì)話(huà)：R=Receptionist G=Guest R: What type of room would you prefer?G: I’ d like a twin if you have one.R: Let me check. Could you hold on for a moment please?…Sir? I’m sorry, but none of our twin rooms are available for that night. Would you be interested in a double room? It’s not that much more expensive.G: Oh. How much would a double room cost?R: We have one for NT$3,980 and another for NT$4,210.G: OK. I’ll take the less expensive one, then.R: Thank you for your cooperation.重要單詞/詞組提示what type of …. 什么樣的 Prefer 喜歡hold on （電話(huà)中）稍候 be available 可用的，有空的 be interested in 對(duì)……..感興趣 expensive 昂貴的 cooperation 配合翻譯：R=接待人員 G=客人訂房中心：您想要頂哪一種房間？客人：我想要一間兩張單人床的房間。制度及操作程序Policies amp。是M ，A，C，M，I兩個(gè)L，A，N。您要訂的是單人房還是雙人房？客人：麻煩你，雙人房。會(huì)話(huà)：R=Receptionist G=GuestR: Good afternoon. Reservations. May I help you?G: Yes, I’d like to book a room for August 10th.R: Ok. Think we have something you like a single or a double room?G: A double room, please.R: OK,Our doubles are NT$4,430 per night. How many nights will you be stayingG: Three nights. R: Could you give me your name and phone number,please?G: Yes, my name is jerry Macmillan and my phone number is 5551212.R: Could you spell your last name for me, please?G: Sure ,it’s Macmillan. MACMIdouble LAN.R: Thank you very much, Mr. Macmillan. When on the tenth should we expect you?G:Around noon.R: OK. Let me confirm your reservation. That’s double room at NT$4,430 per night for three nights, August 10th, 11th, and 12th,.Is that correct?G: Yes,that is right.R: If you need to contact us for any further inquiries,please call the same look forward to meeting you.制度及操作程序Policies amp。本章所探討或例舉的是以直接客戶(hù)來(lái)電訂房為主。制度及操作程序Policies amp。5. If you have a problem making a long distance phone call, the operator will be happy to assist you.如果您打長(zhǎng)途電話(huà)遇到問(wèn)題，總機(jī)人員會(huì)樂(lè)意幫助您。P生效日期Effective Date ：批準(zhǔn)Approved by ：總經(jīng)理日期Date ：分送Distribution ：各部門(mén) 制度名稱(chēng) Policy ：飯店專(zhuān)業(yè)術(shù)語(yǔ)及日常用語(yǔ)培訓(xùn)ANSWER KEY:1. You can park the car yourself or have the valet do it.您可以自行停車(chē)或叫服務(wù)生幫您停。 Procedures部門(mén)Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號(hào)Policy No. ：F/O Pamp。P生效日期Effective Date ：批準(zhǔn)Approved by ：總經(jīng)理日期Date ：分送Distribution ：各部門(mén) 制度名稱(chēng) Policy ：飯店專(zhuān)業(yè)術(shù)語(yǔ)及日常用語(yǔ)培訓(xùn)13 Useful vocabulary 其他詞語(yǔ)l Types of hotels 旅館的種類(lèi) motel 汽車(chē)旅館 business hotel 商務(wù)旅館 airport hotel (機(jī)場(chǎng)內(nèi)附設(shè)之)過(guò)境旅館 tourist hotel 觀(guān)光旅館 luxury hotel (五星級(jí))豪華旅館 resort hotel 休閑度假旅館 boutique hotel (小規(guī)模經(jīng)營(yíng)的)精致旅館l Types of rooms 房間的種類(lèi)1. singe(room) 單人房A room for one person with one single bed 給一張單人床的房間2. twin(room) 兩人房 A room for two people with two single beds 兩張單人床的房間3. double(room) 雙人房 A room with one large bed for two people 給一張雙人床的房間4. suite 套房5. Conference room 會(huì)議室 A room used for meetings 用來(lái)開(kāi)會(huì)的房間6. banquet room/ball room 宴會(huì)廳A large room used for meetings or social events用來(lái)開(kāi)會(huì)或社會(huì)活動(dòng)的房間l Hotel facilities 飯店設(shè)施Guest room 客房 restaurant 餐廳 Bar 酒吧 coffee shop 咖啡廳制度及操作程序Policies amp。P生效日期Effective Date ：批準(zhǔn)Approved by ：總經(jīng)理日期Date ：分送Distribution ：各部門(mén) 制度名稱(chēng) Policy ：飯店專(zhuān)業(yè)術(shù)語(yǔ)及日常用語(yǔ)培訓(xùn)l Kitchen 廚房 chef 主廚/大廚 cook 一般小廚師 assistant chef 二廚 kitchen assistant 廚房助理師 dishwasher 洗碗工l Administration(Back office) 行政部l Personnel and Training 人事與訓(xùn)練 director 主任/處長(zhǎng) clerk 辦事員 supervisor 組長(zhǎng) assistant 助理員l Finance and Accounting 財(cái)務(wù)與會(huì)計(jì) manager 經(jīng)理 assistant manager 副理 director 主任 supervisor 組長(zhǎng) chief accountant 主任會(huì)計(jì)師 accountant會(huì)計(jì)師cashier 出納員 clerk 辦事員l Sales and Marketing 銷(xiāo)售與行銷(xiāo) director/deputy director主任/副主任 supervisor 組長(zhǎng) sale representative 業(yè)務(wù)代表 marketing specialist 行銷(xiāo)專(zhuān)員l Purchasing 采購(gòu) director 主任 supervisor 組長(zhǎng) clerk 辦事員 assistant 助理員l Security 保全 director/deputy director主任/副主任 supervisor 組長(zhǎng) security guard 警衛(wèi)員 shief leader領(lǐng)班制度及操作程序Policies amp。 Procedures部門(mén)Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號(hào)Policy No. ：F/O Pamp。1—1 Hotel organization 飯店組織Rooms Division Famp。 Found 失物招領(lǐng)處Long Staying 長(zhǎng)期住宿MiniBar 小酒吧Multiple Folio 詳細(xì)賬單Net Rate 凈價(jià)NoShow 預(yù)定未到制度及操作程序Policies amp。 Procedures部門(mén)Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號(hào)Policy No. ：F/O Pamp。P生效日期Effective Date ：批準(zhǔn)Approved by ：總經(jīng)理日期Date ：分送Distribution ：各部門(mén) 制度名稱(chēng)