【正文】 身份證 transfer 轉(zhuǎn)移passport 護(hù)照 pack v. registration form登記表 city center 市中心deposit 押金 flight number航班號(hào)voucher憑證單，優(yōu)惠券 round trip ticket 往返票invoice 發(fā)票 fax傳真cheque支票 copy 復(fù)印sign 簽字 translate/interpret翻譯fill in the form填寫表格 original mail 平信arrange cash 現(xiàn)金exchange rate 匯率 EMS(Express Mail Service)cashier’s desk兌換處 postcard明信片VIP貴賓 walk in guest 散客 long stay 長(zhǎng)住 receipt收據(jù)nationality 國(guó)籍 registered mail 掛號(hào)信no show未到 receiver聽(tīng)筒business card 名片 internal line內(nèi)線service charge clerk文員服務(wù)費(fèi) outside call外線procedure fee 手續(xù)費(fèi) local call市內(nèi)電話extra key備用鑰匙 longdistance call 長(zhǎng)途電話IDC National Direct Call 國(guó)內(nèi)直撥 connection接通 bill 帳單 the line is busy電話忙IDD International Direct Call no body answer無(wú)人接聽(tīng)國(guó)際直撥 telephone directory電話薄prefix 010國(guó)際電話代號(hào) replace the phone掛上電話hold on別掛電話 leave message 留言 connection is bad post code區(qū)號(hào)聽(tīng)不清 walk in guest 散客pay phone公用電話◆前廳服務(wù)英語(yǔ)Service English For Front office1. Good morning, Reservation, may I help you? 早上好，客房預(yù)訂部，可以為您效勞嗎？2. May I have your name and telephone number? 能告訴我您的名字和電話嗎？3. May I know your arrival and departure date? 請(qǐng)問(wèn)您打算住多久呢？4. What kind of room would you prefer? 您想要什么樣的房間呢？5. How many rooms do you need? 您需要幾間呢？6. How many guests do you have ? 您一行共有多少位客人呢？7. When would you expect to arrive? 您什么時(shí)候能到呢？8. Hold on, please. I’ll check our room availability for those ,我查一下那幾天有沒(méi)有空房。您的預(yù)訂在這兒，我們正等候您的光臨。32. Here is your deposit receipt, please keep it with you during you stay with us and present this receipt upon you check out for settlement. 這是您的押金收據(jù)，請(qǐng)保存好，結(jié)帳時(shí)請(qǐng)出示此收據(jù)。45. Your bags can be picked up from the Bell Captain’s 。56. For roomto room calls , please dial 8 first and then room number. 如要客房撥打客房，請(qǐng)撥8加房間號(hào)碼。71. It costs 10yuan .這個(gè)10元錢。◆ 迎客amp。◆ 點(diǎn)單 Taking Order1. Excuse me, sir, are you ready to order?/May I take your order? 先生，打擾一下，現(xiàn)在可以點(diǎn)菜了嗎？2. Please take your time, I’ll be back to take your order. 請(qǐng)慢慢看，我回頭為您點(diǎn)餐。4 Roast Crispy Chicken is very popular in our .5. It’s very tasty. Would you like to try it? 這道菜非常可口，要不要嘗嘗？ not try some? 為什么不嘗嘗呢？◆ 上菜 Serving The Dishes1. Excuse me, sir, your dishes are ready, would you like it served now? 打擾一下，先生，您的菜準(zhǔn)備好了，現(xiàn)在可以上了嗎？2. This dish is very hot, please be careful. 這道菜很燙，小心。2. See 3. Thank you for your ?！?客滿 Fully Booked1. I’m sorry, sir, we don’t have any table left for 8:00 tonight. 抱歉，我們八點(diǎn)鐘沒(méi)位子。7. Would you like to sit here? 坐這里好嗎？8. How about this table? 坐這里怎樣？9. You can sit where you like. 您可以隨便坐。s our chef remendation. 我能推薦披薩嗎？那是我們大廚的拿手菜。5. May I have your room number? 能告訴我您的房間號(hào)嗎？6. Will you please sign on the bill, sir? 先生，請(qǐng)?jiān)谫~單上簽字?！?客房送餐 Room service1. Good morning, room service, Peter speaking can I help you? 早上好，送餐部,我是Peter,能幫到您什么嗎？2. May I have your room number? 能告訴我您的房間號(hào)嗎？3. Would you like anything else? 還需要?jiǎng)e的嗎？4. Thank you for calling. 謝謝您的來(lái)電。Very well, thank you, and yourself, sir? 非常好，謝謝。Do you mind changing your order? 請(qǐng)您改一下單好嗎?◆未能確定是否能供應(yīng)客人要求時(shí)： 　 If you could wait a moment, sir/ madam, I’ll try to find ，請(qǐng)您稍等一會(huì)，我去問(wèn)一下。WORDS　WHICH OPEN ALL DOORS 客人喜歡的字眼Please 請(qǐng)Thank you 謝謝Excuse me 對(duì)不起Pardon me 請(qǐng)?jiān)廔NTRODUCING YOURSELF介紹自己My name is …. call me any time, I’m very glad to be of service. 我的名字叫……，請(qǐng)隨時(shí)找我，很高興為您服務(wù)。Please don’t mention it. 沒(méi)關(guān)系。Just a moment, please, sir.　 先生，請(qǐng)您稍等一下。Here is your bill/check sir, totally is … Yuan 先生，這是您的賬單。帶位 Seating the GuestsA table for two? 請(qǐng)問(wèn)是兩位嗎？This way please! 這邊請(qǐng)!How about this table? 這張桌子怎么樣？How about the table near the stage / dancing floor? 坐在舞臺(tái)(舞池)附近怎么樣？World you like this table?這張桌子怎樣？World you like to sit at the bar over there? 你喜歡坐在吧臺(tái)嗎？Please take a 。9. I’ll bring it at once. 我馬上送來(lái)?！?處理客人投訴 Handling the plains1. I’m sorry, it39。4. It’s better using while 。3. Would you like coffee or tea? 您要喝咖啡還是茶？4. Would you like something to drink? 您想喝點(diǎn)什么呢？5. I’m afraid it will take some time for this dish, about 25 minutes. Do you mind waiting a little bit longer? 恐怕這道菜要等25分鐘，您介意嗎？6. Your dishes will sent to you in 15 minutes. 您的點(diǎn)菜15分鐘后上桌。引客 Seating The Guests1. Good evening, sir. Wele to Italian restaurant/Teppanyaki. 晚上好歡迎光臨意餐廳/鐵板燒。2. I wan t to apologize, is there anything I could do? 對(duì)不起，我能做什么？3. I’m sorry for giving you the wrong dish. I’ll change it immediately for you. 真的很抱歉上錯(cuò)了，我馬上替你換4. I’m sorry to have kept you waiting. I’ll go to the kitchen to check對(duì)不起讓您久等了，我馬上到廚房查看5. I’m sorry, I’ll call our manager. 對(duì)不起，我去叫我們經(jīng)理來(lái)。3. May I put the plate away? 我能把盤子收走嗎？4. Would you like it cooked a little longer? 要不要把它再煮一下？5. Could you like some more red wine? 給您再添點(diǎn)紅酒好嗎？◆ 結(jié)帳 Presenting The Bill1. Here is your check/bill, sir. 這是您的帳單，先生。8. What else would you like? 請(qǐng)問(wèn)還需要什么嗎?9. Would you like some soup? 要不要來(lái)點(diǎn)什么湯？10. Would you like some dessert? 要來(lái)點(diǎn)甜點(diǎn)嗎？11. So, you have ordered …, is that right? 您點(diǎn)了……，對(duì)嗎？12. May I repeat your order? 我能重復(fù)一下您點(diǎn)的菜嗎？13. We are glad to make it for you. But I have to ask the chef if we have the materials. 我們很樂(lè)意為您做這個(gè)菜式，但我必須要問(wèn)一問(wèn)我們廚師有沒(méi)有材料。5. Be careful of the steps/slippery floor. 小心臺(tái)階/地滑。5. We look forward to seeing you. 我們期盼您的光臨。65. At what time shall we call you? 我們?cè)撌裁磿r(shí)候叫您呢？（叫早）66. Thanks for your calling, good ，再見(jiàn)。52. I’ll connect you with the Front Desk. 我為您轉(zhuǎn)接前臺(tái)。t accept perishable goods. 對(duì)不起，我們不寄存易腐壞的物品。您的房間在9樓，行李生會(huì)領(lǐng)您上去的。12. We offer special rates for your pany, sir. For all type of rooms there is a 50% discount. 我們?yōu)橘F公司提供房?jī)r(jià)五折優(yōu)惠。May I suggest you hold the rail? It’s very slippery, sir. 請(qǐng)您扶好扶手。◆當(dāng)客人提出批評(píng)時(shí)或投訴時(shí)Thank you for telling us, madam. It won’t happen again.