【正文】 ppy Spring Festival!3Wish you every success!3Is there anything I can do for you? / Anything I can do for you?3Is there anything else? / Anything else?3I’ll do it for you now. 3Do you mind if I open the window?3You are wele. 3Yes, I understand. / I see.It’s my duty. 4If we have any shortings, please point.4Any criticisms and instructions are wele. / Any ments and suggestions are wele.4It doesn’t matter. / That’s all right. / All right. / Don’t worry about it. / Please forget it.4Thank you very much. Thanks a lot. Thanks for your kindness. Thank you for your advice.4I’m sorry to hear that. / I ‘m awfully sorry. / I’m sorry about this. / I’m sorry to disturb you.4Which would you prefer? 4Pardon me, please.4Sorry to have kept you waiting. 4I’m sorry, it’s my fault.50、I’ll see to it right away. 5I do apologize.5It is my negligence. I beg your pardon. 5Just a moment, I’ll do it now.5Please excuse me for ing so late. 5I’ sorry I was so careless.5Pardon me for interrupting, thank you. 5It’s my pleasure to have you.5Thank you for such a lovely gift. 5Please e this way, sir / madam.60、Go straight ahead. / Keep going. 6Turn left (right) at the first corner.6Please go up (down). 6Please follow me. / Come with me, please.6May I e in? Come in, please. 6Please don’t e in, just a moment.6May I know your room card / room number?6Good night, see you tomorrow.6Here’s your clean laundry, you had better check it.6We can’t change your room without the authority of the front desk.70、If you want to have your room cleaned extra quickly, please hang the cleaning sign on the door.7We are very sorry for the inconvenience.7For all inquiries, please dial or to ask for the information of the front desk.7I’ll send someone immediately to pick up the laundry.7We’ll deliver it to your room by tomorrow noon.7If you are in a hurry, we have a quick service.7There’s an extra charge of 50% for quick service.7Your clothes are ready.78 、If you have laundry, leave it in the laundry bag, it’ll be collected before 10:00 every morning.79 、Don’t worry, leave it to me.80 、As a hotel policy, I’m afraid that you have to pay for damage.81 、If you have anything to help, please dial or and you’ll be served as soon as possible.8Good night and pleasant dreams.8Could you sign your name on the Lost amp。The connection is bad. 2請(qǐng)接外線(xiàn)。 Found Office 3大衣箱trunk3行李運(yùn)送bell service 尋人服務(wù)Paging Service 4泊車(chē)服務(wù) Car Park Valet 4委托代辦服務(wù)Extra Service 4“金鑰匙”服務(wù) Gold Key’s Service(Chief Concierge / Les Clef d’Or ) 用語(yǔ): 1. Is this your baggage, sir?2. Only one suitcase, sir?3. Let me carry your baggage, madam.4. May I help you with your suitcase, sir?5. Two suitcases and one bag, is that right?6. I’ll show you to the Front Desk , This way, please.7. Could you check in at the Reception, please/?8. May I show you to your room, sir? is your room, You first, please.10. The bellman, sir, I have brought your baggage.11. We are very sorry for the delay, sir, May I put it here.12. Another bellman will bring your baggage, Just a moment, please.13. Is this all you have?14. It’s slippery, please mind your feet.15. Just a moment, please, I’ll bring a luggage cart.Situational Dialogues: guest and helping the guest to carry the baggage→Showing the guest to the Front Desk for checking in→Showing the guest to his/her room→Entering the room→Introducing the facilities of the room to the guest→Leaving the room.2. Extra Service………總機(jī)崗位 / 話(huà)務(wù)員Switchboard / Operator職位名稱(chēng)： 接待員 receptionist 收銀員cashier 行李員bellman / bellboy ./ porter 門(mén)僮 doorman 職員clerk / employee / personnel / staff 話(huà)務(wù)員operator 大堂副理 assistant manager詞匯分機(jī)extension telephone 打電話(huà)（到）make (take) a call to 接電話(huà)receive (answer) a call 電話(huà)號(hào)碼 telephone number 電話(huà)簿 telephone directory 受話(huà)人付費(fèi)電話(huà)collect call 撥（電話(huà)）dial 通話(huà)時(shí)間duration of call 發(fā)話(huà)人付費(fèi)電話(huà)paid call 普通電話(huà)ordinary call 1加急電話(huà)urgent call 1叫醒電話(huà)wakeup call 1叫號(hào)電話(huà) station to station call 1叫人電話(huà)person to person call 1電話(huà)卡dialing (calling) card 1長(zhǎng)途電話(huà) long distance call 1市內(nèi)電話(huà)local call 1免費(fèi)電話(huà)courtesy phone 1最低收費(fèi)minimum charge 外線(xiàn) outline 2內(nèi)線(xiàn)電話(huà) house phone 2占線(xiàn) busy line 2串線(xiàn)crossed line 2消號(hào) cancel / cancellation 2沒(méi)人接 no answer 2別掛（請(qǐng)稍等） Hold the line. ( Hold on )。 Individual Tourist (FIT)6自由銷(xiāo)售free sales 6保證類(lèi)訂房guaranteed reservation 6客史檔案guest history record 6飯店連鎖hotel chain 6工作日記本log book 6訂房不到Noshow 70、待修房out of order 7包價(jià)服務(wù)package service 7標(biāo)準(zhǔn)房?jī)r(jià)rack rate 7接車(chē)服務(wù)pickup service 7訂房預(yù)測(cè)room forecast 7團(tuán)體分房名單rooming list 7客房種類(lèi)room type / room category 7客房狀態(tài)room status 7換房room change 7故意逃帳者skipper 80、外宿sleep out 8高價(jià)類(lèi)房按低價(jià)出售（升級(jí)）upgrade 8推銷(xiāo)更高價(jià)格的客房upselling 8等候名單waiting list 8叫醒服務(wù)wakeup service 8留言服務(wù)left message service 8團(tuán)隊(duì)group 8散客walkin 8鑰匙存放處key drop 8總鑰匙master key 90、兌換憑證memo 9買(mǎi)/賣(mài)價(jià)buying / selling rate 9鈔票bank note 9錢(qián)、貨幣money / currency 9匯款remittance 9兌換率exchange rate 9匯票bank draft 9銀行bank 9現(xiàn)金cash 9零錢(qián)change 100、手續(xù)費(fèi)service charge / procedure fee 10信匯、電匯mail transfer 10換算率conversion rate 10利息interest 10帳單bill / chit 10貴重物品寄存valuable (safe) deposit 10房卡room card 10發(fā)票/ 收據(jù) invoice / receipt 10保險(xiǎn)箱safebox10單人床single bed 1雙人床doublesize bed 11大雙人床Queensize bed 11加寬雙人床Kingsize bed 11沙發(fā)床studio 11嬰兒床cot 11內(nèi)景房inside room 11外景房outside room 11連通房connecting room 11相鄰房adjoining room 11鐘點(diǎn)房?jī)r(jià)hour rate 1總數(shù)amount 12更改amendments12卡條/單slip12統(tǒng)計(jì)statistics12匯總表conventional chart 12密度表density chart 12（預(yù)訂）截止表the stopgoing chart 12打時(shí)機(jī)time and date stamping machine 12婉拒（預(yù)訂）turning down 12致歉函Regret Letter 1記錄存檔recordkeeping 13口頭確認(rèn)/書(shū)面確認(rèn)v