1、I beg your pardon?/Pardon?,4,祝贺语：Congratulations!Merry Christmas!Have a nice holiday!Wish you every success!答谢和应答语：Thank you for your help（advice,information）Its very kind of you.You are welcome.Not at all.Dont mention it.Its my pleasure.With pleasure.My pleasure.I am always at your service.Thank yo
2、u for staying in our hotel.,5,道歉语,I am sorry.Excuse me.Im sorry.Its my fault.Sorry to have kept you waiting.Sorry to interrupt you.Im sorry about this.I apologize for this.Thats all right.Lets forget it.,6,征询语：Can I help you?What can I do for you?Is there anything I can do for you?Just a moment,plea
3、se.May I use your phone?指路用语：Its opposite our hotel.Its on the second（third）floor.Excuse me.Where is the washroom（restroom,elevator）?This way,please!Turn left/right.Its in the lobby near the main entrance.Its at the end of the corridor.,7,提醒用语：Mind/Watch your step.Please be careful.Please dont leave
4、 anything behind.Dont worry.Take it easy.Please dont smoke here.告别语:See you later.Good night.See you tomorrow.Goodbye and thank you for coming.Goodbye and hope to see you again.Have a nice trip.Have a nice trip home.,8,前台术语,AE,American Express 美国运通卡,JCB,Japan Credit Bureau 日本JCB大来卡,DC,Dinners Card 日
5、本大来卡,MC,Master Card 万事达卡,VS（VISA）,Visa International Service Association 维萨卡,CCB,China Construction Bank 中国建设银行,ICBC,Industrial&Commercial Bank Of China 中国工商银行,BOC,Bank Of China 中国银行,BOC,Bank Of Communications 交通银行,CITIC,China Citic Bank中信银行,ABC,Agriculture Bank Of China 中国农业银行,银行方面：,9,酒店部门简写：FO（Fro
6、nt Office）前厅部 HSKP（Housekeeping）客房部 S&M（sale and Marketing）销售部 SEC（Security）保安部F&B（Food&Beverage）餐饮部 HR（Human Resource）人力资源部FD（Financial Department）财务部 EDP（Electric Data Processing）电脑部ENG（Engineer）工程部 PR（Public Relations）公关部,10,前台常用简写：ID（Identification）身份证 Late C/O（Check Out）延迟退房 RC（Registration Car
7、d）入住登记表 SDB（Safe Deposit Box）前台保险箱F（Female）女性 M（Male）男性 CHRG（Charge）收费Instant C/I（Check In）（快速）登记入住 Instant C/O（Check Out）（快速）退房 IDD（International Direct Dial）国际长途电话 DDD（Domestic Direct Dial）国内长途电话 MOD（Manger On Duty）值班经理N/A（No Answer）无应答TBA（To Be Advised）等待通知,11,VIP（Very Important Person）重要客人 CIP（C
8、ompany Important Person）公司重要客人P/F（Pay For）为.付费 P/B（Pay By）由.付费RSVN（Reservation）预定 AR（Account Receivable）应收帐CONF（Confidential）保密 GSTS（Guest Satisfaction Tracking System）客人满意CXL（Cancellation）预订取消 N/S（No Show）预订未到CO（Company）公司 T/A（Travel Agent）旅行社 GRP（Group）团队 PA（Public Area）公共区域 GTD（Guaranteed）担保 W/I（
9、Walk In）无预定散客,12,FIT（Frequently Individual Traveler）散客T/C（Travelers Cheque/Check）旅行支票W/C（Wake Up Call）M/C（Morning Call）叫醒服务 PKG（package）包价 N/B（No Baggage）无行李S/O（Sleep Out）外睡 L/B（Little Baggage）少量行李 HSE（House Used）酒店自用房DU（Day Used）小时房CNF（Confirmation）确认,13,COMP（Complementary）免费ARR（Average Room Rate）平
10、均房价 PMS 酒店电脑系统PSB（Public Security Bureau）公安局系统 VC（Vacant Clear）干净空房 VD（vacant Dirty）脏房空房OC（Occupied Clear）占用干净房 OD（Occupied）占用脏房VO（Vacant Occupied）电脑显示空房,实际房间由人住OV（Occupied Vacant）电脑显示住人房，实际为空房OOS（Out Of Service）维修房（房间改造，大修）OOO（Out Of Order）维护房（小部分维修）,14,前台常用术语：Due Out 预退 Refund 退还Paid Out 退客现金 Occu
11、pied 入住，被占用 Late Check Out 延迟退房 Late Charge 延迟结帐House Phone 酒店内部电话 In-House Guest 在住客 Overbooking 超预定 Block 预留 Extra Bed 加床 King Size 大床 DND（Do Not Disturb）请勿打扰 Over-Stay 超过原定离店日期但未离店的客人Full House 满房 Rate Code 房价码 Market Code 市场码 Posting Code 入帐码,15,前厅分部：Front office Manager前厅部经理 AM（Assistant Manage
12、r）大堂副理 Doorman 门厅应接员 Receptionist 接待员Reservationist 订房员 Bellman 行李员Front Office Cashier结帐员Front Office Information Clerk前厅问讯员BC（Business Center）商务中心 GSC（Guest Service Center）总机,16,FeaturesDouble room 大床房 Single room 单人间Twin room 双人房 Suite 套间 deluxe suite 豪华套房 presidential suiteSM（Smoking 吸烟房）NS（Non-
13、smoking无烟房）HC（Handicapped Room残疾人房）CR（Connecting Room连通房）NC（Non-connecting Room不连通房）IF（Inward Facing内景房）OF（Outward Facing外景房）RV（River View河景房）CV（City View可以看到城市）NV（North View房间朝北）SV（South View房间朝南）,17,NE（Near Elevator离电梯较近）FE（Far away from Elevator离电梯较远）NS（Near Stair离楼道较近）BW（Big washing Room洗手间较大）FE
14、（far away from Elevator离电梯较远）BW（Big washing Room洗手间较大）SS（Small size Suites小面积普通套房）BS（Big size Suites大面积普通套房）SB（Small size Business Suites小面积商务套房）BB（Big size Business Suites大面积商务套房）,18,Service codeRG（Regular guest回头客）FV（First visitor第一次入住的客人）AS（Airport send off送机）II（Instant check in快速登记）BS（Baby sitti
15、ng保姆服务）EA（Early arrival早到房）PA（Pre-arrival 通知提前到店）BL（Bed extra length加长宽床）HM（Hard mattress硬床垫）BD（Bed board床板）SP（Special pillow特殊枕头）DR（Driver room司机房间）LD（Large desk长写字台）WH（Wheel chair requested需要轮椅）,19,LS（Long staying长住客）WI（Walk in上门客）PU（Airport pick up接机）IO（Instant check out快速退房）BC（Baby cot婴儿床）LA（Lat
16、e arrival晚到）PR（Pre-registered通知提前登记）XB（Extra bed加床）SM（Soft mattress软床垫）BT（Bar telephone关闭长途电话）XP（Extra pillow加枕头）GR（Guide room领队房间）LC（Late check out延迟退房）ND（No deposit免押金）AB（Including 1 breakfast含一份早餐）,20,Room Reservations,一.预订电话Room reservations.May I help you?International hotel.Reservation Desk,ca
17、n I help you?I am calling from.Id like to reserve a room in your hotel.I need to make a reservation for this weekend.I need to see if you have a room available for the 9th.Id like to reserve two rooms for my friends.Do you have a room?,21,二.对房间的要求What kind of room would you like,sir/madam?Id like to
18、 book.I want a room on a higher floor.Do you have a better room?Is hot water available any time?The room is very sunny and comfortable.三.日期及人数Which date would that be?From which date and for how many nights?Your arrival and departure dates?,22,January February March April May June July August Septem
19、ber October November December Monday Tuesday Wednesday Thursday Friday Saturday Sunday first second third fourth fifth sixth seventh eighth ninth tenth eleventh twelfth thirteenth fourteenth fifteenth sixteenth seventeenth eighteenth nineteenth twentieth twenty-first thirtieth thirty-first,23,四.确定预订
20、Can you give me your name,please?May I have your phone number?Mr./Madam,A double room from May 1st to May 5th.Am I correct?Id like to confirm my reservation.Ive reserved a single room for three nights from the 2nd of July to the 4th.In whose name was the reservation made?We have your reservation her
21、e.Well be expecting you on the 2nd of July.Youll be expected to be here.,24,五.取消或更改预订Id like to cancel my reservation and make a new reservation.I made a reservation for August the sixth,but is it possible to change it to the ninth?Well extend the reservation for you.Id like to extend it for two nig
22、hts.Something unexpected happened,so I have to postpone my departure.Well,miss,Ill cancel it then.六.客房已满Im sorry,but we are fully booked on that date.All of our rooms are fully occupied.Were very sorry,sir.We hope you could understand us.,25,Practise,Role-playClient:Your name is Bill.Youd like to bo
23、ok a room in your hotel.Hotel employee:You answer the phone and accept the booking.,26,A Face-to-Face Reservation当面预订Can I help you,sir?Id like to book a single room with shower./for sb.How long will you be staying?We can only confirm a room from the 20th to the 27th.Im afraid we wont be able to gua
24、rantee you a room after the 27th.We usually have high occupancies in the peak seasons.A Group Reservation 团体预订Id like to book 10 double rooms with twin beds for five days.For which dates?For May 23rd to 27th.Is there a special rate for a group reservation?Yes,there is a 10 percent discount.,27,At th
25、e Reception Desk,1.Greeting the guestsGood morning,sir.Welcome to our hotel.The Reception Desk is straight ahead.After you,please.2.Check inGood evening.What can I do for you,sir?Good afternoon,madam and sir.Did you have a nice trip?I reserved a double room three weeks ago.Im.Just a moment,please,Il
26、l check the arrival list.Could I see your passports,please?Thank you.And would you mind filling in the registration form?How are you going to pay,in cash or by credit card?Heres the room card to room 908.Please keep it.,28,Have a nice evening,sir.Enjoy your stay.Very glad to have you here.Wish you a
27、 most pleasant stay in our hotel.I hope you will enjoy your stay with us.3.Ask the priceWhat are the rates for the room?Do we pay the full price for children?Whats the rate for a night?The rate includes breakfast.4.Up to the roomI am the bellman.Ill get the baggage up to you.Ill take care of your ba
28、ggage,sir.Ill do that for you.,29,How many pieces of baggage do you have?Let me have someone help you with your luggage.Are these all of your bags?Shall I show you to your room?Please take this elevator for your room.This doesnt stop at the second floor.The elevator does not go up to the guest rooms
29、.Its my pleasure.Im at your service.Its our pleasure to serve our guests well.我们乐意为顾客服务We serve for guests heart and soul.全心全意为顾客服务,30,Practise,Role-playClient:1.Youd like a single room for tonight.2.You have no reservation.Hotel Employee:The room is No.305,31,Service during the stay in the hotel,1.
30、At the information deskWhere can I send a fax?在什么地方可以发传真?How can we get to the theatre please?How can I get to the entertainment center?Go ahead along the road and turn left at the first crossing.Ill show you the way.Is there a health club in the hotel?Wheres the coffee shop?Can I exchange money in
31、the hotel?Im looking for a vending machine.Are there any in the hotel?Is there anywhere we can buy some souvenirs?Is he a hotel guest?,32,2.Introducing some scenic spotsDu Fu Thatched Cottage 杜埔草堂 Temple of Marquis Wu武侯祠The Funan River府南河 Tomb of Wang Jian 王建墓Dujiangyan Irrigation System 都江堰 Mt.Qingcheng 青城山The Giant Buddha in Leshan 乐山大佛 Mt.Emei 峨眉山Juzhaigou National Park 九寨沟,33,Have you ever been to Chengdu before?Why not visit.?为什么不去.参观?May I suggest that you
