酒店前台日常英语口语培训时间:2个小时地点:酒店大堂人员:前厅部全体员工目的:全面掌握前台日常英语口语，提高服务水平，整体提升服务质量。
第一章预订Key Sentences例句1. Good morning/evening. Reservation. May I help you?早上好/晚上好，这里是...酒店客房预订部，请问需要什么帮忙吗,2. What can I do for you? 我能为您帮什么忙吗,3. Hold on line, please. Could you please hold on? 请稍等(电话中) 请稍等，好吗,4. Could you wait a minute, please? 请稍等，好吗,5. Are you with a company? 您是公司预订吗,6. May I know you departure date? 请问您的离店日期是哪天,7. How long will you stay with us? 请问您住几天,8. How many people are there in your party? 您们一共几个人,9. That will be four nights. 四个晚上。
10. May I know the arrival date, please? 请问哪天入住,11. Is it just for tonight? 请问只住今天一晚吗,12. When do you check in? 请问您什么时候入住,13. Would you like a single room or a double room? 请问你想订单人间还是双人间,14. What kind of room would you like/prefer? 请问您喜欢什么样的房间,15. Would you please tell me your full name, please? 请问您的全名是,16. And your address, please? 请问您的地址,17. May I know you telephone number, Mr Smith? 史密斯先生，请问您的电话号码是,May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式,How would you like to guarantee your reservation?请问您的担保方式是, May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。
18. We have a single available for those dates. 我们还有一些单人间可以接受预订在那个时间段。
19. It?s all right for the next week. 下个星期没有问题。
20. We do have a vacancy for those dates. 那段时间我们可以接受预订21. Yes, you can have a room on Saturday. 是的，星期六您可以订到房间。
22. I?m afraid we won?t be able to guarantee you a room after the16th. We usually have highoccupancies in the peak seasons.恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。
23. I?m sorry, but we?re fully booked for single rooms. Would youlike to have a double one?很抱歉我们的单人间已经订满了，给您订双人间怎么样,24. I?m sorry, but the hotel is full on that date. 很抱歉，那天我们酒店的客房已经住满了。
25. I?m sorry, we don?t have any room available for that week. 很抱歉，我们那周的预订已经全满了。
26. Service isn?t included in the room rate. 服务费不包含在房费里27. Above rate is subject 15% service expense. 以上报价需另付15%服务费28. We offer 10% discount for group reservation, sir. 先生，团队预订可以打九折。
29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before……。
史密斯先生，我跟你确认一下你的预订内容:你的抵达日期是。
第二章前台接待1.Have you a reservation, 您预定过了吗,2.The bellman will show you the way to the banquet hall. 行李员将领您去宴会厅3.Would you please complete this registration form? 请填写这张登记表4.Could you sign your name.please? 请签上您的姓名5.May I see your passport please? 请出示您的护照6.May I know your name and room mumber, 请告诉我您的名字与房间号码。
7.May I have your passport or ID Card please, 请出示您的护照或身份证。
8.How would you like to make payment,By credit Card or By Cash? 请问您想用现金付款还是用信用卡付款,9.Can I have your credit card imprint?请出示您的信用卡，我们需要用它来压卡,10.Would you please pay 1000as deposit? We will return the balanceto you when you checkout.请您付1000元押金，我们将在您退房时将余额退还您11.Here is your room key。
这是您的房间钥匙12.Your room number is 246 on the second floor. 您的房间在二楼的246房。
13.Here is your key card 这是您的房卡14.I?ll get the bellman to take your luggage up. 我会叫行李生帮您把行李送到房间15.The bellman here will take your luggage and show you the way. 这里的行李生会为您提行李，并为您带路16.We?ll extend the reservation for you . 我们可以为您延长预订17.Are you checking out today? 您今天可以结帐吗,18.Would you like to check out now? 您今天要退房吗,19.Please pay at the cashier?s desk over there 请到那边帐台付款20.If there?s anything you need, just ring reception. 如果您需要什么，就打电话给服务台。
21.Because of the bad weather, the swimming pool won?t be open today. 因为天气不好，今天游泳池不开放。
22.The phone number of our hotel is xxxxxxx. 我们酒店的电话号码是xxxxxxx.23.Please dial 9 before you dial the number. 拔号码前请先拔9.第三章总机1Good morning (afternoon, evening), operator, speaking, may I help you? 您好～这里是总机，能帮您忙吗, FROM OUTSIDE 外线打来Good morning (afternoon, evening),.May I help you? 您好～有什么可以帮您,2. Hold the line please, sir/madam, we?ll put you through toDept./guest name. 先生/小姐，请您稍等，我帮您接去 (部门)/接洽 (人名)。
3. I?m sorry, sir/madam, the line is busy, would you mind callingback later? 很抱歉，先生/小姐，电话占线，请您稍候再打。
4. I?m sorry to hear that, sir/madam, may I ask him/her to call you back when the line is free?很抱歉，先生/小姐，线路畅通后我即刻通知他/她回电给您。
I?m sorry to hear that, sir/madam, would you mind hinging up, and we will call you backwhen we get through to .对不起，先生/小姐，请您先挂下电话，接通之后，我们立即转给您。
5. Would you please hang up, sir/madam, we?ll call you back shortly.先生/小姐，请您先挂下电话，我们会很快回电给您。
6. Could you speak more slowly, please? 对不起，请您讲慢一点儿，好吗,7. Could you repeat that, please? 对不起，请您再说一遍好吗,8. Could you speak a little louder, please? 对不起，请您说大声点儿，好吗,9.Your name please? / Who is speaking, please? The guest?s name, please? 您贵姓,请问客人姓名,10. What number are you calling, please? 请问，您拔的号码是什么,11. Where are you calling from, please? 请问您从哪儿打来,12. Could you try again for me, please? 请您帮我试一次，好吗,13. Could you check it for me, please? 请您帮我查一下，好吗,14. Could you give me a wake up please? 能给我一个叫醒服务吗, Sure, at what time, please? 好的，请问几点钟叫早,15. We?ll call you tomorrow morning at And good night, Mr/Ms我们会在明晨点叫醒您;晚安，先生/小姐16.Good morning, Mr/Ms , this is your wake up call, have a nice day. 早上好～先生/小姐，叫醒服务，祝您一天愉快。