CONTENT PAGES HOTEL COURTESY ENGLISH 2 CLASS TOPIC---introduction yourself 3 OPERATOR VOCABULARY 4 OPERATOR ENGLISH 4 CLASS TOPIC---our hotel 8 RESERV ATION ENGLSH 9 RESERV ATION ENGLISH 10 CLASS TOPIC---my colleague 13 RECEPTION VOCABULARY 14 RECEPTION ENGLISH 15 CLASS TOPIC---how to show the way 17 CONCIERGE ENGLISH 18 CONCIER GE ENGLISH 18 BUSINESS CENTER 20Hotel Courtesy EnglishGreeting1 Good morning/afternoon/evening , Sir/Madam早上好/下午好/晚上好/，先生/太太。

2 How are you today , Sir/Madam?您今天过得好吗，先生/太太。

3 Welcome to our hotel , Sir/Madam!欢迎来到我们酒店，先生/太太4 Nice to meet you again , Mr. , Miss很高兴再次见到您！Offer help1 May I help you , Sir/Madam?有什么需要为您效劳的吗？2 Do you need help , Sir/Madam?您需要帮忙吗？3 Anything I can do for you , Sir/Madam?有什么需要为您做的呢？4 You are welcome!不客气。

5 This is my pleasure.这是我的荣幸。

Farewell1 Thank you very much.非常感激您的居住。

2 We are looking forward to seeing you soon.我们希望再次见到您。

3 Enjoy your holiday/trip/journey.祝您假期/旅途愉快！4 May I ask you any adverse about our hotel?您能提供点关于我们酒店的建议吗？5 We will value your comments. 我们会关注您的意见。

CLASS TOPICIntroduce yourself 自我介绍You can from these aspects to introduce yourself . Please do not worry about grammar mistakes , pronunciation , speak it!您可以从下列方面来介绍自己，不必去担心语法错误，发音不准，大胆的说！Name姓名Birthday生日Hometown家乡Department部门Hobby兴趣爱好Work experiences工作经历Expectation about this training pro gram对于此次培训的期望和要求ETCOperator—总机房1 OPERATOR—总机2 CONNECT—接通3 TRANSFER—转接4 MORNING CALL/W AKE UP CALLL—叫醒服务5 REPEAT—重复6 LONG DISTANCE CALLS—长途电话7 LOCAL CALLS—市内电话8 INTERNATIONAL CALL—国际电话9 PERSON TO PERSON CALL—叫人电话10 INTERFERENCE—干扰11 DIAL—拨，打12 TELEPHONE NUMBER—电话号码13 HOLD THE LINE—别挂断电话14 THE LINE IS BUSY—电话占线15 WRONG NUMBER—错误的号码16 CATCH Sb’s VOICE—听不清，听不到Operator English 总机房英语1 Good morning/afternoon/evening , Gold Harbour Hotel , Operator , ×××speaking , May I help you?(早上好/下午好/晚上好，黄金港国际假日酒店，总机×××为您服务，有什么需要效劳的吗？2 Could you hold the line , please?（请别挂断电话，好吗？）3 We hope you will enjoy your stay here.（希望您住得愉快）4 Thank you very much for your adverse/information/help（多谢您的忠告/信息/帮助）5 I will do it immediately.（我马上去做）6 I am so regret about it.（对此，我感到很遗憾）7 Excuse me , I am so sorry to disturb you , this is operator speaking.（对不起，很抱歉打搅您，这里是总机）8 You are welcome/This is my pleasure/It is my duty.（别客气/这是我的荣幸/这是我的职责）9 May I help you? / What can I do for you? / Do you need help?（请问有什么可以为您效劳的？）10 I hope you do not mind.（希望您不会介意）11 In your opinion , how about our service?（在您看来，我们的服务如何？）12 I am so sorry , this is not allowed in our hotel/We are not permitted to do it. （很抱歉，在我们酒店，这是不被允许的）13 If you need help , please do not hesitate to contact us . We will try our best to do it for you .（如果您需要帮助，请随时与我们联系，我们会尽力为您服务的）14 I am sorry .I can not catch your voice ,could you speak a little louder?/Pardon! （很抱歉，我听不清，您能说大声点吗？/请大声点）15 May I repeat the message for you? /Could you allow me to repeat the message? （我能重复一下留言吗？/请允许我重复留言）16 I am sorry ,could you speak slowly?（很抱歉，您能说慢点吗？）17 May I have your contact number and your name please?（请给我您的联系电话和您的名字）18 I will ask him to contact you as soon as possible.（我会请他尽快与您联系的）19 I am afraid he/she already cut off the lime.（我想他已经挂线了）20 I am sorry , the line is busy.（很抱歉，电话战线）21 May I remind you there is still a handling charge?（提醒您，这还有一个手续费）22 I am sorry ,there is no one called ×××in that room.（我很抱歉，这间房没有叫×××的人）23 What is the phone number you want to call , please?（您想要打的电话号码是多少呢？）24 I will switch on the message light in his room and put the note in his room , in that case , when he comes back , he will get it .（我会打开他房间的留言灯，并且将留言放在他的房间，这样一来，他一回来，就能收信息）25 I am sorry , in our hotel ; there is no collect call service.（很抱歉，在我们酒店，不提供对方付费服务）26 Is there anything I can do for you?（还有什么需要效劳的呢？）27 May I have your wake-up time , Sir/Madame?（您的叫醒时间是多少呢？）28 May I have your room number , Sir/Madame?（您的房间号是多少呢？）29 Your room number is ×××,your wake-up time is ×××,we will call you on time . Have a good rest!（您的房间号是×××，您的叫醒时间是×××，届时我们会准时叫您的，祝您睡个好觉！）30 This is your wake-up time , Sir/Madame .Have a nice day!（您的起床时间到了，先生/太太。

祝您一天愉快！）31 I am afraid you dialed a wrong number.（我想您恐怕打错了）For exampleOperator :Good morning , Golden Palace Hotel , Operator , ×××speaking ,may I help you?Guest :I Would like to call my friend , he is in room ×××.Operator :Yes , I will transfer to him , could you hold the line , please?Guest :Yes , that is all right.Operator : Excuse me , Sir :I am afraid there is nobody in the room ;your friend may be out of the hotel now .Would you like to leave a message to him?Guest :No , thanks , I will call back later.Operator :That is all right .Thank you for your calling , Sir .Good-bye and have a nice day!Guest :Bye!CLASS TOPICOur hotel我们的酒店This time we will talk about our hotel—The Golden Palace Hotel ,Shilong .You may from these parts to describe our botel:这次我们将讨论金凯悦石龙大酒店，你们可以参考下列方面进行描述Hotel Name酒店名称Location位置Environment周遭环境Room numbers房间数量Room types房间种类Hotel facilities酒店设施Entertainment娱乐项目Promotion促销活动ETCRESERV ATION 订房部1 BOOKING—预订2 RESERV ATION—订房3 GROUP—团队4 TRA VEL AGENCY—旅行社5 TOUR GUIDE—导游6 COMPANY—公司-------7 CONTACT NUMBER—联系电话8 ADDRESS—地址9 CONTACT PERSON—联系人10 DISCOUNT—折扣11 PROMOTION—促销12 CORPORATE RATE—公司价13 VIP（Very Important Person）--贵宾14 ARRIV AL DATE—到达日期15 DEPARTURE DATE—离开日期16 ESTIMATED TIME—估计时间17 METHOD OF PAYMENT—付款方式18 GUARANTEE—担保19 CONFIRMATION LETTER—确认书20 CONFIRM—确认21 CANCEL—取消22 AMENDMENT—修改23 CREDIT CARD—信用卡24 CASH—现金25 TRA VELL CHECK—旅行支票26 ADV ANCED DEPOSIT—预付押金27 A V AILABLE—有空的，有房的28 FULLYBOOKING—无房，客满29 W AITING LIST—候补名单Reservation English订房部英语1 Good morning/afternoon/evening ,Golden Palace Hotel ,Reservation , ×××speaking ,may I help you?（早上好/下午好/晚上好，金凯悦耳大酒店订房部，×××为您服务，有什么需要效劳的呢？）2 How many nights would you like to stay?（您想住多少天呢？）3 What kind of rooms do you prefer?（什么类型的房间您喜欢呢？）4 May I have your name ,and telephone number ,please?（我能知道您的姓名和联系电话吗？）5 Our price is…（我们的房间价是…）6 We can give ×××% discount.（我们可以给您%的折扣）7 Do you have any special request for your room?（关于您的房间，您有什么特别的要求吗？）8 May I have your arrival date and departure date?（我可以知道您的到达和离开日期吗？）9 Just a moment ,Sir/Madam ,I will check our occupancy for you.（稍等，我检查一下我们的房间情况）10 Yes ,we still have rooms available on that date.（是的，我们在那天还有空房）11 What kinds lf methods lf payment do you prefer?（您会以何种形式付款呢？）12 Can I have your credit card number and expire date ,please?（您能告知您的信用卡卡号和有效期吗？）13 We will hold your room until ×××, if you not come on that day/time ,we will cancel your reservation ,is it right for you?（我们会保留您的房间到×××,如果届时您还没有来，我们将取消您的预订，如何呢？）14 We are looking forward to seeing you soon.（我们盼望您的到来）15 Thank you for your reservation.（感谢您的预订）16 Good bye and have a nice day!（再见并祝您有好的一天）For exampleStaff : Good morning/afternoon/evening ,Golden Palace Hotel ,Reservation ,×××speaking ,may I help you ?Guest :I would like to make a reservation for myself ,my name is ×××.Staff :Yes ,Sir ,may I have your arrival date ,please ?Guest :My arrival date is ×××,and I will departure on ×××,do you still have rooms available ?Staff :Could you hold the line ,please ,I will check it for you.Guest :OKStaff :Sorry to keep your waiting ,Sir. We still have rooms available ,but which types of rooms do you prefer ?Guest :How about your room rate ?Staff :Our room rates are …Guest :OK ,I would like to take a deluxe river view room ,for I person.Staff :OK ,do you have any special request for your room ?Guest :I would like to have a non-smoking room.Staff :That is no problem ,may I repeat your reservation ,Sir? You book a deluxe river view room for yourself ,non-smoking room ,your arrival date is×××,and your departure date is×××,your room rate is×××,without breakfast .Is it all right?Guest :It is fine .Staff :How would you like to settle your payment?Guest :Visa Card.Staff :We welcome the Visa Card ,may I have your full name and contact number, Please?Guest :My full name is×××,and my telephone number is×××.Staff :Could you spell your name ,please?Guest :It is×××.Staff :It is nice ,we will hold your room until×××,if you not come until that time ,and we will cancel your reservation .Is it sounds nice for you ?Guest :It is OKStaff :Thank you for your calling .We are looking forward to seeing you soon. Have a nice day !Guest :You too ,bye !Staff :Good-bye !CLASS TOPICMy colleague 我的同事This time ,we may ask you to talk something about one of your colleagues .He or she can be one of your best friends .Here we provide some guidelines and you can from these parts to describe your colleague .此次，我们将要求大家讲述一下您的同事，这个人可以是您的好朋友。