【正文】 n I help you? 您好，我能為您效勞嗎？ G: Good morning! I have a reservation for a single room here. 早上好，我預(yù)訂了一個(gè)單人間。 Thank you for choosing us for your service. 謝謝你選擇我們?yōu)槟惴?wù)。 ⑤ Explain the service included in room rent 解釋房費(fèi)所包括的服務(wù)項(xiàng)目 For RMB550 you‘ll have a telephone ?? 550 元的房間你將有電話?? For RMB550 you‘ll get ?? 550 元的房間你將有?? For RMB550 you‘ll be entitled to ?? 550 元的房間你將享用?? For RMB550 it includes ?? 550 元產(chǎn)房間 包括?? For RMB550 we provide you with ?? 550 元的房間我們將為你提供?? ⑥ Ask about likes 詢問喜好 第 8 頁 Would you rather like A or B? 你喜歡 A還是 B？ Would you prefer A or B? 你喜歡 A還是 B？ Which would you like, A or B? 你喜歡 A還是 B？ Which would you rather like, the large one or the small one? 你喜歡 大的還是小的？ ⑦ Offer suggestions 提出建議 I would suggest that you try the Hilton. 我建議您和希爾頓飯店聯(lián)系一下。 We do have a vacancy for those dates. 我們那些天有空房間。湯普森，電話是 82073660。 第 6 頁 G: That sounds good. I‘ll take it. 聽起來不錯(cuò)，就這樣吧。我們期待著為您服務(wù)。 Part 3 Confirmation, Change or Cancellation 確認(rèn)、變更與取消 第 5 頁 當(dāng)客人確認(rèn)或更改預(yù)訂時(shí)，都應(yīng)復(fù)述一遍，尤其時(shí)間、房間類型等以表示慎重，并填寫好預(yù)訂日記，以便查詢，確認(rèn)預(yù)訂后，應(yīng)給客人發(fā)一份書面確認(rèn)函。 C: Thanks for calling. Goodbye. 謝謝你的來電，再見。 G: Thank you very much. Goodbye . 非常感謝你，再見。若客人不接受建議，也應(yīng)感謝他打來電話詢問 。 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 （ 2） Reservation for others 代人預(yù)訂 C: Good morning. Room Reservations. May I help you? 您早，這里是客房預(yù)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(yù)訂房間。 C: Certainly. May I have your name and initials, please? 好的。 C=Clerk 前臺(tái)職員 G=Gust 客人 （ 1） Reservation in person 親自預(yù)訂 C: Good morning. This is Room Reservation. May I help you? 您早，客房預(yù)訂部，能為您效勞嗎？ G: Yes, I‘d like to reserve a room. 我想預(yù)訂一個(gè)房間。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(shí)，應(yīng)特別注意禮貌。 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。 C: What time do your expect to arrive, sir? 先生，您預(yù)定什么時(shí)候抵達(dá)？ G: Oh, around 7pm, I suppose. 嗯，我想是下午 7 點(diǎn)左右吧。??讓您久等了。 C: Do you know their flight number and arrival time?\ 您知道他們的班機(jī)號(hào)碼 和抵達(dá)時(shí)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(jī)，他的班機(jī)下午 2 點(diǎn)抵達(dá)，所以他應(yīng)該最早下午 5 點(diǎn)到貴酒店。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(dāng)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。 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。 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(yù)約滿了。 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(yù)訂記錄。 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(yù)訂的是兩張床的雙人房。 C: What was the date of the reservation? 什么時(shí)間的？ G: From September 7 for 3 nights. 從 9 月 7 日起 3 個(gè)晚上。 Could you wait a minute, please. 請稍等。 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。 Prices go/ range from RMB 535 to RMB 280 for a single. 單人間的價(jià)格在 535 和 280 之間。如果要客人等候，一定要道歉，語氣應(yīng)盡量婉轉(zhuǎn)，得體，無論多么忙碌，也應(yīng)先跟客人打招呼，以示稍后將辦理他們的事務(wù)。 （接待員對表格并紀(jì)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(hào)是A101。 G: That‘s great! How much is it? 太好了！如何收費(fèi)？ 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(wù)費(fèi)及 3%政府稅。 Just a minute, please. I‘ll check our booking situation. 請稍等，我查一下我們的預(yù)訂情況。 Here you go. 給你。 ⑩ Wishes 祝愿 I hope you enjoy your stay at the hotel. 祝愿你在飯店過得愉快。 Part 2 Information 提供信息 接待員應(yīng)主動(dòng)向客人介紹酒店各項(xiàng)服務(wù)，如餐飲，娛樂，商務(wù)方面的各種信息，讓客人全面了解酒店環(huán)境，并向 客人推薦一些旅游觀光景點(diǎn)。從本酒店服務(wù)指南你可以了解到我們的設(shè)施。什么事？ G: Could you bring us so me more towels and hangers? 你可以多拿些毛巾及衣架給我們嗎？ R: No problem, sir .Everything will be ready when you e back. 沒問題，先生。您要的是兩份金槍魚和一大壺咖啡，對嗎？ G: Yes that‘s right. 對，沒錯(cuò)。再見?？Х?10 元。 ③ Amusement 娛樂 G = Guest 客人 C = Clerk 接待員 C： Good evening! Can I help you? 晚上好，我能為您效勞嗎？ G: Yes, this is Tom Cruise in room A101. I want to know how can I get to the club from my room? 是的，我是住在 A101 室的湯姆 G: Is there any requirement on the clothes we wear? 在服裝方面有什么規(guī)定嗎？ C: Yes, sir. The Club does have a dress code. Gentlemen must wear shirt and slacks and ladies are required to wear a dress or a skirt. There is no jeans, no miniskirts, or sport shoes. Minors under 18 are not allowed. 有，先生。 G: Well, you really make it sound like the greatest night spot in China. I‘m intrigued. Thank you for your information and I‘ll see you down at the Club. 照您這么一說，這個(gè)地方聽起來就是中國最好的夜間娛樂場所。這是你的郵票。 G: Thank you very much. 多謝。 R: This is your receipt, sir. The pick up time is seven o‘clock in the morning. Please bring this 第 18 頁 receipt with you to the lobby tomorrow morning. Our guide will escort you to the coach. 這 是你的收據(jù)，先生。 Then you‘ll see the gift shop. 然后你就看到禮品店了。 ? Postal service 郵寄服務(wù) Would you like to send the package by air or by surface? 你想空郵還是平郵這個(gè)包裹？ If it urgent, I suggest you send it by courier service. 如果緊急，我建議您 用快遞服務(wù)。送客人去房間時(shí)，不能保持沉默，應(yīng)該主動(dòng)向客人打招呼，寒暄聊天，讓客人有一種放松的感覺。 B: Would you e this way to the lift, please? (The lift doors o。另外，在幫助客辦理行李寄存之前，一定要先清點(diǎn)行李的數(shù)量，以免忙