【文章內(nèi)容簡介】 barber shop 理發(fā)部 beauty salon 美容院/發(fā)廊 spa 溫泉水療室 sauna 三溫暖 bell desk 行李服務(wù)臺banquet room/ball room 宴會廳 concierge 門房服務(wù)l General terms 其它特定說法Safetydeposit box 保險(xiǎn)盒 curency exchange 外幣兌換valuables 貴重物品 Valet parking 代客泊車 tax 稅 Laundry service 洗衣服務(wù) credit card 信用卡 Traveler39。s check 旅行支票l Exercise 練習(xí)1. Room types 房間類型請為下列各類房間找到最適合的房間內(nèi)部陳述(a.) A room with one large bed for bed for two people .(b.) A room used for meetings (c.) A room for one person (d.) A large room used for meeting or social events.(e.) A luxury guest room with a living room and abedroom(f.) A room for two people with two single beds.制度名稱 Policy ：飯店專業(yè)術(shù)語及日常用語培訓(xùn)1. single room制度及操作程序Policies amp。 Procedures部門Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號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 制度名稱 Policy ：飯店專業(yè)術(shù)語及日常用語培訓(xùn)2. twin room double room suite conference room banquet roomANSWER KEY： 2. Hotel Workers 飯店工作人員請選擇正確的工作人員填寫入空格內(nèi)operator room maid manager room servicecashier bell captain valet1. You can park the car or have the do it.2. The will clean your room befo0re 2 .3. Theasked me if I wanted my bags sent up to my room.4. If you have a problem that no one can help you with, you see the hotel.5. If you have a problem making a long distance call, the will be happy to assist you .6. If you don39。t feel like going out eat, just call.7. If the bank is closed , the hotel may be able to help you exchange money.制度及操作程序Policies amp。 Procedures部門Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號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 制度名稱 Policy ：飯店專業(yè)術(shù)語及日常用語培訓(xùn)ANSWER KEY:1. You can park the car yourself or have the valet do it.您可以自行停車或叫服務(wù)生幫您停。2. The room maid will clean your room before 2 .房間清理員會在兩點(diǎn)之前清理您的房間。3. The bell captain asked me if I wanted my bags sent up to my room .領(lǐng)班問我是否我想要讓人把我的行李送上來。4. If you have a problem that no one can help you with ， you see the hotel manager.如果有沒人可幫您解決的問題，您可以找飯店經(jīng)理。5. If you have a problem making a long distance phone call, the operator will be happy to assist you.如果您打長途電話遇到問題，總機(jī)人員會樂意幫助您。6. If you don39。t feel like going out to eat, just call room Service如果您不想外出吃飯，就打電話找客房服務(wù)。7. If the bank is closed , the hotel cashier may be able to help you exchange money.如果銀行關(guān)門了，飯店的出納員可能可以幫你換錢。制度及操作程序Policies amp。 Procedures部門Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號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 制度名稱 Policy ：飯店專業(yè)術(shù)語及日常用語培訓(xùn)第二章：訂房現(xiàn)代社會，越來越重視預(yù)約的制度，酒店訂房業(yè)務(wù)中需要特別注意的是，有些客源是通過業(yè)務(wù)部門而與某些國內(nèi)外旅游業(yè)直接往來，有些是通過專營訂房業(yè)務(wù)的代理中心而來之外，還有些是老客戶，以及經(jīng)廣告或他人推薦而來的。因而處理的手續(xù)，所打的折扣，聯(lián)絡(luò)人等，都不盡相同。本章所探討或例舉的是以直接客戶來電訂房為主。 2——1 基本用語Reservation made over the phone When the room is not available 電話訂房 房間不足 When the hotel is fully booked Handing cancellations 訂房已滿 取消訂房 制度及操作程序Policies amp。 Procedures部門Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號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 制度名稱 Policy ：飯店專業(yè)術(shù)語及日常用語培訓(xùn)2——2 Reservation made over the phone 電話訂房 在確認(rèn)訂房之前，一定要提到、并確認(rèn)彼此都了解接受的幾項(xiàng)：入住/退房日期、住宿天數(shù)（幾晚）、住房費(fèi)用（每晚）、房間類型、客人的姓名、電話、特別的要求等。會話：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。 Procedures部門Department ：房務(wù)部提交人Prepared by ：前廳經(jīng)理制度編號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 制度名稱 Policy ：飯店專業(yè)術(shù)語及日常用語培訓(xùn)重要單詞/詞組提示book 訂房 around noon 中午左右confirm 確認(rèn) contact 聯(lián)系 further inquiries 進(jìn)一步洽談 look forward to 期盼翻譯：R=接待人員 G=客人訂房中心：訂房中心，午安，能為您服務(wù)嗎？客人：是的，我想要一個(gè)房間，時(shí)間是八月十號。訂房中心：好的，我想我們還有一些空房。您要訂的是單人房還是雙人房？客人：麻煩你，雙人房。訂房中心：我們雙人房每晚的價(jià)格是新臺幣4430元，您預(yù)計(jì)要住幾個(gè)晚上？客人：3個(gè)晚上。訂房中心：可以請您給我您的名字和電話號碼嗎？客人：好的。，我的電話號碼是5551212訂房中心：您可以拼一下您的姓嗎？客人：可以。是M ，A，C，M，I兩個(gè)L，A，N。訂房中心：非常感謝您，麥克米蘭先生。你在10號大概什么時(shí)候會抵達(dá)?客人：中午左右訂房中心：好的，讓我再一次確認(rèn)您的訂房：雙人房，每晚房價(jià)為新臺幣4430元， 停留3個(gè)晚上，八月十號，十一號，十二號，正確