酒店前臺(tái)接待英語(yǔ)培訓(xùn)資料

1FrontOffice第一頁(yè)，共四十一頁(yè)。2歡迎和問(wèn)候語(yǔ)Goodmorning(afternoon,evening),sir(madam)Howdoyoudo?Howdoyoudo?Glad/Nicetomeetyou.Howareyou?Fine,thanks.Andyou?Welcometoourhotel.Wishyouamostpleasantstayinourhotel.Ihopeyouwillenjoyyourstaywithus.Ihopeyouareenjoyingyourstaywithus.Ihopeyouhaveenjoyedyourstaywithus.Haveagoodtime!第二頁(yè)，共四十一頁(yè)。3電話用語(yǔ)FrontDesk.CanIhelpyou?Sorry,I’vedialedthewrongnumber.MayIspeaktoyourGeneralManager?-----Speaking.Sorry.Heisnotinatthemoment.Wouldyouliketoleaveamessage?Ibegyourpardon?/Pardon?第三頁(yè)，共四十一頁(yè)。4

祝賀語(yǔ)：Congratulations!MerryChristmas!Haveaniceholiday!Wishyoueverysuccess!

答謝和應(yīng)答語(yǔ)：Thankyouforyourhelp(advice,information)It’sverykindofyou.Youarewelcome.Notatall.Don’tmentionit.It’smypleasure.Withpleasure.Mypleasure.Iamalwaysatyourservice.Thankyouforstayinginourhotel.第四頁(yè)，共四十一頁(yè)。5道歉語(yǔ)Iamsorry.Excuseme.I’msorry.It’smyfault.Sorrytohavekeptyouwaiting.Sorrytointerruptyou.I’msorryaboutthis.Iapologizeforthis.That’sallright.Let’sforgetit.第五頁(yè)，共四十一頁(yè)。6

征詢語(yǔ)：CanIhelpyou?WhatcanIdoforyou?IsthereanythingIcandoforyou?Justamoment,please.MayIuseyourphone?

指路用語(yǔ)：It’soppositeourhotel.It’sonthesecond(third)floor.Excuseme.Whereisthewashroom(restroom,elevator)?Thisway,please!Turnleft/right.It’sinthelobbynearthemainentrance.It’sattheendofthecorridor.第六頁(yè)，共四十一頁(yè)。7

提醒用語(yǔ)：Mind/Watchyourstep.Pleasebecareful.Pleasedon’tleaveanythingbehind.Don’tworry.Takeiteasy.Pleasedon’tsmokehere.

告別語(yǔ):Seeyoulater.Goodnight.Seeyoutomorrow.Goodbyeandthankyouforcoming.Goodbyeandhopetoseeyouagain.Haveanicetrip.Haveanicetriphome.第七頁(yè)，共四十一頁(yè)。8前臺(tái)術(shù)語(yǔ)AEAmericanExpress美國(guó)運(yùn)通卡JCBJapanCreditBureau日本JCB大來(lái)卡DCDinnersCard日本大來(lái)卡MCMasterCard萬(wàn)事達(dá)卡VS(VISA)VisaInternationalServiceAssociation

維薩卡CCBChinaConstructionBank中國(guó)建設(shè)銀行ICBCIndustrial&CommercialBankOfChina

中國(guó)工商銀行BOCBankOfChina中國(guó)銀行BOCBankOfCommunications交通銀行CITICChinaCiticBank中信銀行ABCAgricultureBankOfChina中國(guó)農(nóng)業(yè)銀行銀行方面：第八頁(yè)，共四十一頁(yè)。9酒店部門簡(jiǎn)寫：FO(FrontOffice)前廳部HSKP（Housekeeping）客房部S&M(saleandMarketing)銷售部SEC(Security)保安部F&B(Food&Beverage)餐飲部HR(HumanResource)人力資源部FD(FinancialDepartment)財(cái)務(wù)部EDP(ElectricDataProcessing)電腦部ENG（Engineer）工程部

PR(PublicRelations)公關(guān)部第九頁(yè)，共四十一頁(yè)。10

前臺(tái)常用簡(jiǎn)寫：ID(Identification)身份證LateC/O（CheckOut）延遲退房RC（RegistrationCard）入住登記表SDB(SafeDepositBox)前臺(tái)保險(xiǎn)箱F(Female)女性M(Male)男性CHRG(Charge)收費(fèi)InstantC/I(CheckIn)(快速)登記入住InstantC/O(CheckOut)（快速）退房IDD(InternationalDirectDial)國(guó)際長(zhǎng)途電話DDD(DomesticDirectDial)國(guó)內(nèi)長(zhǎng)途電話MOD(MangerOnDuty)值班經(jīng)理N/A(NoAnswer)無(wú)應(yīng)答TBA(ToBeAdvised)等待通知第十頁(yè)，共四十一頁(yè)。11VIP(VeryImportantPerson)重要客人CIP（CompanyImportantPerson）公司重要客人P/F(PayFor)為….付費(fèi)P/B(PayBy)由….付費(fèi)RSVN(Reservation)預(yù)定AR(AccountReceivable)應(yīng)收帳CONF(Confidential)保密GSTS(GuestSatisfactionTrackingSystem)客人滿意CXL(Cancellation)預(yù)訂取消N/S(NoShow)預(yù)訂未到CO(Company)公司

T/A(TravelAgent)旅行社

GRP(Group)團(tuán)隊(duì)

PA(PublicArea)公共區(qū)域GTD(Guaranteed)擔(dān)保W/I(WalkIn)無(wú)預(yù)定散客第十一頁(yè)，共四十一頁(yè)。12FIT(FrequentlyIndividualTraveler)散客T/C(Traveler’sCheque/Check)旅行支票W/C(WakeUpCall)M/C(MorningCall)叫醒服務(wù)

PKG(package)包價(jià)N/B(NoBaggage)無(wú)行李S/O(SleepOut)外睡L/B(LittleBaggage)少量行李HSE(HouseUsed)酒店自用房DU(DayUsed)小時(shí)房CNF(Confirmation)確認(rèn)第十二頁(yè)，共四十一頁(yè)。13COMP（Complementary）免費(fèi)ARR(AverageRoomRate)平均房?jī)r(jià)PMS酒店電腦系統(tǒng)PSB(PublicSecurityBureau)公安局系統(tǒng)VC(VacantClear)干凈空房VD(vacantDirty)臟房空房OC(OccupiedClear)占用干凈房OD(Occupied)占用臟房VO(VacantOccupied)電腦顯示空房,實(shí)際房間由人住OV(OccupiedVacant)電腦顯示住人房，實(shí)際為空房OOS(OutOfService)維修房（房間改造，大修）OOO(OutOfOrder)維護(hù)房（小部分維修）第十三頁(yè)，共四十一頁(yè)。14

前臺(tái)常用術(shù)語(yǔ)：DueOut預(yù)退Refund退還PaidOut退客現(xiàn)金Occupied入住，被占用

LateCheckOut延遲退房LateCharge延遲結(jié)帳HousePhone酒店內(nèi)部電話In-HouseGuest在住客

Overbooking超預(yù)定Block預(yù)留

ExtraBed加床KingSize大床

DND(DoNotDisturb)請(qǐng)勿打擾Over-Stay超過(guò)原定離店日期但未離店的客人FullHouse滿房RateCode房?jī)r(jià)碼MarketCode市場(chǎng)碼PostingCode入帳碼

第十四頁(yè)，共四十一頁(yè)。15前廳分部：FrontofficeManager前廳部經(jīng)理

AM(AssistantManager)大堂副理Doorman門廳應(yīng)接員Receptionist接待員Reservationist訂房員Bellman行李員FrontOfficeCashier結(jié)帳員FrontOfficeInformationClerk前廳問(wèn)訊員BC(BusinessCenter)商務(wù)中心GSC(GuestServiceCenter)總機(jī)第十五頁(yè)，共四十一頁(yè)。16

FeaturesDoubleroom大床房Singleroom單人間Twinroom雙人房Suite套間deluxesuite豪華套房presidentialsuiteSM(Smoking吸煙房)NS(Non-smoking無(wú)煙房)HC(HandicappedRoom殘疾人房)CR(ConnectingRoom連通房)NC(Non-connectingRoom不連通房)IF(InwardFacing內(nèi)景房)OF(OutwardFacing外景房)RV(RiverView河景房)CV(CityView可以看到城市)NV(NorthView房間朝北)SV(SouthView房間朝南)

第十六頁(yè)，共四十一頁(yè)。17NE(NearElevator離電梯較近)FE(FarawayfromElevator離電梯較遠(yuǎn))NS(NearStair離樓道較近)BW(BigwashingRoom洗手間較大)FE(farawayfromElevator離電梯較遠(yuǎn))BW(BigwashingRoom洗手間較大)SS(SmallsizeSuites小面積普通套房)BS(BigsizeSuites大面積普通套房)SB(SmallsizeBusinessSuites小面積商務(wù)套房)BB(BigsizeBusinessSuites大面積商務(wù)套房)第十七頁(yè)，共四十一頁(yè)。18

ServicecodeRG(Regularguest回頭客)FV(Firstvisitor第一次入住的客人)AS(Airportsendoff送機(jī))II(Instantcheckin快速登記)BS(Babysitting保姆服務(wù))EA(Earlyarrival早到房)PA(Pre-arrival通知提前到店)BL(Bedextralength加長(zhǎng)／寬床)HM(Hardmattress硬床墊)BD(Bedboard床板)SP(Specialpillow特殊枕頭)DR(Driverroom司機(jī)房間)LD(Largedesk長(zhǎng)寫字臺(tái))WH(Wheelchairrequested需要輪椅)第十八頁(yè)，共四十一頁(yè)。19LS(Longstaying長(zhǎng)住客)WI(Walkin上門客)PU(Airportpickup接機(jī))IO(Instantcheckout快速退房)BC(Babycot嬰兒床)LA(Latearrival晚到)PR(Pre-registered通知提前登記)XB(Extrabed加床)SM(Softmattress軟床墊)BT(Bartelephone關(guān)閉長(zhǎng)途電話)XP(Extrapillow加枕頭)GR(Guideroom領(lǐng)隊(duì)房間)LC(Latecheckout延遲退房)ND(Nodeposit免押金)AB(Including1breakfast含一份早餐)第十九頁(yè)，共四十一頁(yè)。20RoomReservations

一.預(yù)訂電話Roomreservations.MayIhelpyou?Internationalhotel.ReservationDesk,canIhelpyou?Iamcallingfrom…..I’dliketoreservearoominyourhotel.Ineedtomakeareservationforthisweekend.Ineedtoseeifyouhavearoomavailableforthe9th.I’dliketoreservetworoomsformyfriends.Doyouhavearoom?

第二十頁(yè)，共四十一頁(yè)。21二.對(duì)房間的要求Whatkindofroomwouldyoulike,sir/madam?I’dliketobook….Iwantaroomonahigherfloor.Doyouhaveabetterroom?Ishotwateravailableanytime?Theroomisverysunnyandcomfortable.

三.日期及人數(shù)Whichdatewouldthatbe?Fromwhichdateandforhowmanynights?Yourarrivalanddeparturedates?第二十一頁(yè)，共四十一頁(yè)。22①JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctoberNovemberDecember②MondayTuesdayWednesdayThursdayFridaySaturdaySunday③firstsecondthirdfourthfifthsixthseventheighthninthtentheleventhtwelfththirteenthfourteenthfifteenthsixteenthseventeentheighteenthnineteenthtwentiethtwenty-firstthirtieththirty-first第二十二頁(yè)，共四十一頁(yè)。23四.確定預(yù)訂Canyougivemeyourname,please?MayIhaveyourphonenumber?Mr./Madam,AdoubleroomfromMay1sttoMay5th.AmIcorrect?I’dliketoconfirmmyreservation.I’vereservedasingleroomforthreenightsfromthe2ndofJulytothe4th.Inwhosenamewasthereservationmade?Wehaveyourreservationhere.We’llbeexpectingyouonthe2ndofJuly.You’llbeexpectedtobehere.第二十三頁(yè)，共四十一頁(yè)。24五.取消或更改預(yù)訂I’dliketocancelmyreservationandmakeanewreservation.ImadeareservationforAugustthesixth,butisitpossibletochangeittotheninth?We’llextendthereservationforyou.I’dliketoextenditfortwonights.Somethingunexpectedhappened,soIhavetopostponemydeparture.Well,miss,I’llcancelitthen.六.客房已滿I’msorry,butwearefullybookedonthatdate.Allofourroomsarefullyoccupied.We'reverysorry,sir.Wehopeyoucouldunderstandus.第二十四頁(yè)，共四十一頁(yè)。25PractiseRole-playClient:YournameisBill.You’dliketobookaroominyourhotel.Hotelemployee:Youanswerthephoneandacceptthebooking.第二十五頁(yè)，共四十一頁(yè)。26

AFace-to-FaceReservation當(dāng)面預(yù)訂CanIhelpyou,sir?I’dliketobookasingleroomwithshower./forsb.Howlongwillyoubestaying?Wecanonlyconfirmaroomfromthe20thtothe27th.I’mafraidwewon’tbeabletoguaranteeyouaroomafterthe27th.Weusuallyhavehighoccupanciesinthepeakseasons.

AGroupReservation

團(tuán)體預(yù)訂I’dliketobook10doubleroomswithtwinbedsforfivedays.Forwhichdates?ForMay23rdto27th.Isthereaspecialrateforagroupreservation?Yes,thereisa10percentdiscount.第二十六頁(yè)，共四十一頁(yè)。27AttheReceptionDesk1.GreetingtheguestsGoodmorning,sir.Welcometoourhotel.TheReceptionDeskisstraightahead.Afteryou,please.2.CheckinGoodevening.WhatcanIdoforyou,sir?Goodafternoon,madamandsir.Didyouhaveanicetrip?Ireservedadoubleroomthreeweeksago.I’m….Justamoment,please,I’llcheckthearrivallist.CouldIseeyourpassports,please?Thankyou.Andwouldyoumindfillingintheregistrationform?Howareyougoingtopay,incashorbycreditcard?Here’stheroomcardtoroom908.Pleasekeepit.第二十七頁(yè)，共四十一頁(yè)。28Haveaniceevening,sir.Enjoyyourstay.Verygladtohaveyouhere.Wishyouamostpleasantstayinourhotel.Ihopeyouwillenjoyyourstaywithus.3.AskthepriceWhataretheratesfortheroom?Dowepaythefullpriceforchildren?What’stherateforanight?Therateincludesbreakfast.

4.UptotheroomIamthebellman.I’llgetthebaggageuptoyou.I’lltakecareofyourbaggage,sir.I’lldothatforyou.第二十八頁(yè)，共四十一頁(yè)。29Howmanypiecesofbaggagedoyouhave?Letmehavesomeonehelpyouwithyourluggage.Aretheseallofyourbags?ShallIshowyoutoyourroom?Pleasetakethiselevatorforyourroom.Thisdoesn’tstopatthesecondfloor.Theelevatordoesnotgouptotheguestrooms.It’smypleasure.I’matyourservice.It’sourpleasuretoserveourguestswell.

我們樂(lè)意為顧客服務(wù)Weserveforguestsheartandsoul.

全心全意為顧客服務(wù)第二十九頁(yè)，共四十一頁(yè)。30PractiseRole-playClient:1.You’dlikeasingleroomfortonight.2.Youhavenoreservation.HotelEmployee:TheroomisNo.305

第三十頁(yè)，共四十一頁(yè)。31Serviceduringthestayinthehotel1.AttheinformationdeskWherecanIsendafax?在什么地方可以發(fā)傳真?Howcanwegettothetheatreplease?HowcanIgettotheentertainmentcenter?Goaheadalongtheroadandturnleftatthefirstcrossing.I’llshowyoutheway.Isthereahealthclubinthehotel?Where’sthecoffeeshop?CanIexchangemoneyinthehotel?I’mlookingforavendingmachine.Arethereanyinthehotel?Isthereanywherewecanbuysomesouvenirs?Isheahotelguest?第三十一頁(yè)，共四十一頁(yè)。322.IntroducingsomescenicspotsDuFuThatchedCottage杜埔草堂TempleofMarquisWu武侯祠TheFunanRiver府南河TombofWangJian王建墓DujiangyanIrrigationSystem都江堰M(jìn)t.Qingcheng青城山TheGiantBuddhainLeshan樂(lè)山大佛Mt.Emei峨眉山JuzhaigouNationalPark九寨溝第三十二頁(yè)，共四十一頁(yè)。33HaveyoueverbeentoChengdubefore?Whynotvisit…..?為什么不去….參觀?MayIsuggestthatyougoandvisit…..?

我可以建議您去參觀…?ItisoneofthemostfamoustouristattractionsinChengdu.

這是成都最著名的旅游熱點(diǎn)之一Ifyoucouldaffordthetime,dovisittheTianfusquare.

您如果有時(shí)間,一定要看一下天府廣場(chǎng)You’llhaveagoodchancetofeastyoureyes.

一定會(huì)有機(jī)會(huì)讓您一飽眼福TheBellCaptaincangiveyouamapofChengdu.

領(lǐng)班可以給您一張成都地圖.第三十三頁(yè)，共四十一頁(yè)。343.寄存行李I(lǐng)’dliketocheckmybaggage.I’dliketocheckmyvaluables.Doyouwanttocheckyourvaluablething?Isthereanythingvaluableorbreakableinyourbag?Howlongwouldyoulikeustokeepit?Whenwillyouwantthem?Wouldyoutellmetherateperdayfordepositingmybag?Pleasesignyournamehere.Pleasekeepthenametagsandthereceipt.Showthetagsandthereceiptwhenyouclaimyourtrunk.第三十四頁(yè)，共四十一頁(yè)。354.叫醒服務(wù)Doyouhaveawakeupservice?Couldyougivemethewakeupservice?Ofcourse.Atwhattimedoyoulikeustowakeyouup?Callmeat6:00Wewillcallyouat6:00tomorrowmorning.Wouldyoulikeamorningcall?Whatkindofcallwouldyouprefer,byphoneorbyknockingatthedoor?

您喜歡哪種方式，電話還是敲門？Youcanrestassuredthatwewon’tforget.我們不會(huì)忘記的，請(qǐng)放心第三十五頁(yè)，共四十一頁(yè)。36

5.失物招領(lǐng)AttheLostandFoundDeskWhatbrandisit?什么牌子?Whatcolorisit?什么顏色?Whatsizeisit?多大型號(hào)?Whatstyleisit?什么樣式?Whatisitmadeof?用什么做的?Whereandwhendidyoulastseeit?您最后一次見它是在哪里什么時(shí)間?What’sinsidethebag?在口袋里有什么?Areyousureitisnotinyourroom?您肯定沒掉在您房間里?IthasbeensenttotheHousekeepingOffice.已經(jīng)送到客房部.第三十六頁(yè)，共四十一頁(yè)。37Dealingwiththecomplaints1.ChangetheroomExcuseme,mayIchangemyroom,please?MayIknowthereason?Iamawfullysorry.Idoapologize.I’dliketochangemysingleroomtoasuite.I’msorry,sir.Thereisnosuiteavailablenow.Wouldyoumindhavingadoubleroominstead?I’dliketohaveabiggerroom.I’llcheckwhetherwehaveabigroomvacant.Ifthereisanythingmoreyouneed,pleaseletusknow.2.AnswerIdoapologizeforallthetrouble.對(duì)于一切的比便,我真的很抱歉.IamawfullysorryformycarelessnessIamawfullysorryforthat,sir.I’llseetoittightaway.馬上處理第三十七頁(yè)，共四十一頁(yè)。38Iamsorrytohavecausedyousomuchtrouble,butI’llmanagetosolvetheproblembeforelong.

我很抱歉為您帶來(lái)不便,但我會(huì)很快想辦法解決Iunderstandhowyoufeelandwe’lltrytodoourbesttohelpyou.

我理解您的感受，我們會(huì)盡我們最大的努力幫助您Pleasetakeaseatoverthere.I’llarrangeforyou.Don’tworry,sir.I’llgetintouchwithth