【正文】 Grand Hotel, Reservation Desk. Can I help you?Guest: I an calling from Paris. I’d like to reserve a room in your hotel.R: What kind or room would you like, sir . We have single rooms, double rooms, suites etc,G:A suite, please!R: Which date would that be ?G: From October 15th,and for three nightsR: Ok, sir. Could you hold the line, please? I’ll check our room availability for those days.…Thank you for waiting, sir .your room is confirmed. Would you like breakfast?G: Yes, of course.R: Can you give me your name please, sir.G: George BrownR: Mr. Brown. May I have your phone number please?G: Yes ,the number is 00313212345R: What time do you expert to arrive. Mr. Brown?G: Oh, around 6 . I SupposeR :Mr., Brown. I’d like to confirm your reservation. A suite room for three nights from October 15th to 17th,the phone number I right?G: Yes ,thank you R: You are wele. We look forward to serving you.B. RegistrationClerk: Good afternoon. Wele to the New Century Grand Hotel .May I help you ,sir?Guest: Yes, I’d like to checkin, please.C: Certainly ,sir. May I have your name ,please?G: Yes , it’s George Brown.C: Do you have a reservation with us, Mr. Brown?G: Yes.C: Just a moment , please. I’ll check our reservation record…thank you for waiting, Mr. .Brown. Your reservation is for a suite for three nights . Could you fill out the registrations card , please?G: Ok, Thank you.C: How would you like to make payment, Mr. .Brown?G: By credit card.C: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your room is 3706 on the 37 floor . Just a moment please. A bellboy will show you to your room . I hope you will enjoy your stay.C. Depositing bagsGuest: I’d like to leave these with you.Bellman: Certainly, sir. How many pieces?G: Five in all.B :Is there anything valuable or breakable in your bags?G: No,B: Thank you.G: When dose the cloakroom close?B: The cloakroom is open until . Here are the name tags.G: Thank you , goodbye.B: Goodbye,D. Business CenterClerk : Good morning . Business Center , May I help you?Guest : Good morning . This is Henry Bellow calling from Room you mind giving me some information on your services?C: Certainly , Mr. ,Bellow. We have a lot of facilities to offer secretary service for our business guest,G: I have some documents to be typed at the moment and I hope they will be ready before 3:.C: How many pages are they in all?G: It will be about 20 pages.C: Well, it’s rather a tough job , but we’ll try our best ,Mr. Bellow.G: Good ,I’d really appreciate it if it could be arranged,A,預(yù)訂客房預(yù)訂員：您好！開元名都大酒店，預(yù)訂處，我能為您服務(wù)嗎？客人：我從巴黎打電話過來，想在你們酒店訂一個房間。 a hotel policy, we require one day’s room charge as deposit for guests without reservation.根據(jù)酒店規(guī)定，對于沒有預(yù)訂的客人，我們要收一天的費(fèi)用作為押金。12. I’m afraid it’s against the hotel’s regulations.很抱歉，這違反酒店的規(guī)章制度。3. I’ll be with you as soon as possible.我將盡快來為您服務(wù)。不用忙。2. I’ll speak to our manager about it ,please accept our aplolgies.我會報告我的經(jīng)理，請接受我們的道歉。 same to you,sir/madam.謝謝您。3. No,sir/madam,it is not possible.不，先生/小姐，那是不可能的。那違反我們的規(guī)定。十二、情景應(yīng)對Situational responses(一) 可以滿足客人之要求時；1. Certainly,sir/madam.好的，先生/小姐。5. Please use the elevator there ,sir/madam.在那邊用電梯，先生/小姐。 you for 。It’s very kind of you but…您的好意我領(lǐng)了，可是…Thank you，no. We are not allowed to drink on duty.謝謝，但是我們上班時不方便飲酒。 I apologize for this. 我為此道歉。 Thank you very 。 See you 。 Happy new 。愿您不斷在工作中找到學(xué)習(xí)的動力，在交流中獲得分享知識的樂趣。學(xué)以致用，是我們學(xué)習(xí)的最終目標(biāo)。Did you have a nice trip?旅途愉快嗎？二、祝賀語Congratulation 。三、告別語Farewell 。 I 。1六、道歉語Apologies Excuse me 對不起。七、婉言推托語Refusal I’m sorry I can’t help you.真抱歉我不能幫您。3. We’re always at your service.我們隨時為您提供服務(wù)。4. Turn left(right)at the first corner.在第一個拐口左轉(zhuǎn)（右轉(zhuǎn)）。Please be 。（五）當(dāng)不能答允客人的要求時： am so sorry,we can’t do that,It’s against our rules.真抱歉，我們不能那樣做。2. I’m afraid that’s not possible.我恐怕那不可能。您也是，先生/小姐。我保證今后再也不會發(fā)生這種事情了。（十九）當(dāng)客人因?yàn)樽约簞幼髀?、手腳不靈或殘疾而感到困窘時：1. Please take your time,’s no hurry.請慢慢來，先生。2. I’ll sorry. I must take each guest by turn, sir.很抱歉，我必須按先后次序?yàn)轭櫩头?wù)，先生。11. Our bellboy will your bags and show you the room. 我們的行李員會幫您拿行李，并領(lǐng)您去房間。 are safety deposit boxes at the Front Desk.總臺有存放貴物品的保險箱。三、情景對話ConversationA. Room reservation Reservationist。員：請告訴我您的姓名，好嗎？客：喬治我能為您服務(wù)嗎？先生？客人：是的，我想辦理入住登記手續(xù)。員：讓我復(fù)印一下您的信用卡，好嗎？謝謝您，布朗先生，您的房間在37層，房號是3706。給您行李牌。員：有些困難，但我們會盡力的，比朗先生?！痩l show you the awy myself. 我親自帶您。Yes,’ll place some clean towels there as well. hotel serviceAttendant:May I e in? I’m a room attendant.Guest:Come in,please.A。18. If you don’t want to be disturbed,you’d better press the “Don’t Disturb” key on the bedside controls.如果您不想被打擾，您最好按床邊的“請勿打擾”鍵。The Laundry bag and laundry list are in the wardrobe. will deliver it within 4 hours at a 50% extra charge.加收50%的費(fèi)用，我們在4小時內(nèi)洗好送還。比朗，我能問一下服務(wù)情況嗎？員：當(dāng)然可以，比朗先生。行李員：當(dāng)然可以先生，請問有幾件？客：一共有五件。員：請稍等，我查一下預(yù)訂單……謝謝您的等待，布朗先生。對嗎？客：是的，謝謝。員：請問您哪天要這個房間？客：從10月15日開始，一共3天。 outside calls, please press 9 first and when you hear the dialing tone, press the number you want.打外線請先按9，聽到聲響后再按您的要的號碼。16. I’m sorry, sir. There has been a mistake. Please wait a moment while I correct the bill.對不起，先生，這里有些錯，請您稍候，讓我更正一下。6. To whom should we send the bill?我們應(yīng)該把帳單寄給誰？7. We are fully booked for all types of rooms on that night.那天晚上各種類型的房間都預(yù)約額滿了?！痶 worry, clean it up.不必?fù)?dān)心，先生。我馬上查核這件事。2．May I take up a few minutes of your time?我能占用你們一會兒時間嗎？ I speak to you for a moment,sir/madam.我能與您談會兒嗎，先生/小姐。2. Good bye ,sir/madam.請原諒我。（六）當(dāng)客人由于客氣而給你賞物時：,thand ’ve very kind.不，謝謝您。（二）不能滿足客人之要求時；1. I’m terribly sorry, we don’t have…非常抱歉，我們沒有…2. Awfuly sorry,sir/ have sold out…實(shí)在抱歉，先生/小姐，我們已經(jīng)賣完了。8. Sorry,I’m not you’ll wait a ’ll be glad to find out for you.抱歉，我不能肯定，如果您等幾分鐘，我很樂意為您查清楚…9. When you return to the hotel,please show this hotel card to the driver.當(dāng)您回酒店的時候，請把