酒店英語培訓課程酒店英語基礎介紹酒店行業(yè)常用英語詞匯酒店行業(yè)擁有特定的專業(yè)詞匯，掌握這些詞匯是提供優(yōu)質服務的基礎。這些詞匯涵蓋了從客人接待到房間服務的各個方面，是酒店員工日常工作中必不可少的語言工具。Accommodation-住宿Amenities-設施Booking/Reservation-預訂Check-in/Check-out-入住/退房Confirmation-確認Occupancy-入住率Vacancy-空房常見崗位英文名稱FrontDeskAgent-前臺接待員Concierge-禮賓員Bellboy/Bellhop-行李員Housekeeper-客房服務員RoomServiceAttendant-客房送餐員RestaurantManager-餐廳經理ExecutiveChef-行政總廚GeneralManager-總經理酒店設施英文表達Lobby-大堂Reception-接待處Lounge-休息廳ConferenceRoom-會議室酒店常見設施介紹空調系統(tǒng)Airconditioning(空調)-所有客房均配備中央空調系統(tǒng)，可根據客人需求調節(jié)溫度。客人可通過房間內的控制面板進行操作。相關表達:"Theairconditioningcanbeadjustedusingthecontrolpanelonthewall."(空調可以通過墻上的控制面板進行調節(jié)。)電視系統(tǒng)SatelliteTV(衛(wèi)星電視)-房間內配備高清衛(wèi)星電視，提供多種國際頻道選擇，滿足不同國籍客人的需求。相關表達:"OurTVsofferover50internationalchannels.Thechannellistisavailableonthebedsidetable."(我們的電視提供50多個國際頻道。頻道列表在床頭柜上。)餐飲服務Restaurant(餐廳)-酒店內設有中西式餐廳，提供早餐、午餐和晚餐服務。部分餐廳可能需要提前預訂。相關表達:"Oursignaturerestaurantislocatedonthegroundfloorandservesinternationalcuisine."(我們的特色餐廳位于一樓，提供國際美食。)洗衣服務Laundryservice(洗衣服務)-酒店提供專業(yè)洗衣、熨燙服務，客人可通過房間內的服務單進行預訂。相關表達:"Filloutthelaundryforminyourroomandcallhousekeepingforpick-up."(填寫房間內的洗衣單并致電客房服務部安排取件。)客人問候與接待用語初次見面問候語Welcometoourhotel.(歡迎光臨本酒店。)Goodmorning/afternoon/evening,Sir/Madam.(早上/下午/晚上好，先生/女士。)It'sapleasuretohaveyouwithus.(很高興您入住我們酒店。)Thankyouforchoosingourhotel.(感謝您選擇我們酒店。)基本詢問用語MayIhaveyourname,please?(請問您的姓名？)Couldyouspellyournameforme?(請您拼寫一下您的姓名好嗎？)MayIaskhowmanypeoplewillbestaying?(請問有多少位入住？)Haveyoustayedwithusbefore?(您之前是否入住過我們酒店？)服務提供用語HowcanIhelpyou?(我能幫您什么？)Isthereanythingelseyouneed?(您還需要其他幫助嗎？)Pleaseletmeknowifyouneedanyassistance.(如需任何幫助，請告訴我。)I'dbehappytoassistyouwiththat.(我很樂意幫您解決這個問題。)辦理入住流程英語入住登記對話掌握完整的入住登記對話流程是前臺工作人員的基本技能。以下是一段典型的入住對話：Staff:Goodafternoon,welcometoGrandPalaceHotel.HowmayIhelpyou?Guest:I'dliketocheckin.Ihaveareservation.Staff:Doyouhaveareservation?MayIhaveyourname,please?Guest:Yes,it'sunderZhangWei.Staff:Letmecheckthatforyou.Yes,Iseeyourreservationforadeluxeroomfortwonights.MayIseeyourID/passport?Guest:Hereyouare.Staff:Thankyou.Couldyoupleasefilloutthisregistrationform?Andhowwouldyouliketopayforyourstay?Guest:I'llpaybycreditcard.Staff:Perfect.Hereisyourroomkey.You'reinroom1208onthe12thfloor.Theelevatorsaretoyourright.Breakfastisservedinthemainrestaurantfrom6:30to10:00AM.IsthereanythingelseIcanhelpyouwith?Guest:No,that'sall.Thankyou.Staff:Enjoyyourstaywithus.Ifyouneedanything,pleasedial0forthefrontdesk.入住登記關鍵用語Doyouhaveareservation?(您有預訂嗎？)I'llneedtocheckyourreservationdetails.(我需要核對您的預訂信息。)MayIseeyourID/passport?(請出示身份證/護照。)Pleasefilloutthisregistrationform.(請?zhí)顚戇@張登記表。)Howwouldyouliketopay?(您想用什么方式支付？)We'llneedacreditcardforincidentals.(我們需要信用卡作為擔保。)Hereisyourroomkey.(這是您的房卡。)Yourroomisonthe___floor.(您的房間在___樓。)Theelevatorsarelocated___.(電梯位于___。)Breakfastisservedfrom___to___.(早餐供應時間是___至___。)Wi-Fipasswordis___.(無線網絡密碼是___。)辦理退房流程英語1詢問退房意向Areyoucheckingouttoday?(您今天退房嗎？)Willyoubecheckingoutnow?(您現(xiàn)在要辦理退房嗎？)Iseeyourscheduledcheck-outistoday.Areyoureadytocheckout?(我看到您今天預定退房。您準備好退房了嗎？)2確認房間號和姓名MayIhaveyourroomnumber,please?(請問您的房間號是？)Couldyouconfirmyournameandroomnumber?(請您確認一下姓名和房間號好嗎？)I'llneedthekeycard,please.(請您交還房卡。)3詢問額外消費Didyouuseanyitemsfromtheminibar?(您使用了迷你吧中的物品嗎？)Haveyoumadeanycallsfromtheroomphone?(您使用了房間電話撥打過電話嗎？)Wouldyouliketosettleanyrestaurantchargestoyourroom?(您想要將餐廳消費計入房費嗎？)4結算賬單Pleasesettleyourbillatthefrontdesk.(請到前臺結賬。)Hereisyourfinalbill.Pleasereviewit.(這是您的最終賬單，請您核對一下。)Howwouldyouliketopay?Cashorcreditcard?(您想用現(xiàn)金還是信用卡支付？)5告別語Thankyouforstayingwithus.(感謝您的光臨。)Wehopeyouenjoyedyourstay.(希望您在這里住得愉快。)Welookforwardtowelcomingyoubacksoon.(期待您的再次光臨。)Haveasafejourneyhome.(祝您一路平安。)房間服務常用英語客人請求服務CouldIhaveextratowels,please?(請給我多一些毛巾。)Ineedmorepillows.(我需要更多枕頭。)Couldyoubringmeanironandironingboard?(能給我送一個熨斗和熨衣板嗎？)I'dliketorequestawake-upcallfor6:30AM.(我想預約6:30的叫醒服務。)Istherealaundryservice?(有洗衣服務嗎？)Howmuchdoesitcosttowashashirt?(洗一件襯衫多少錢？)Whenwillmyclothesbereturned?(我的衣物什么時候能送回來？)清潔服務Canyoucleanmyroomnow?(現(xiàn)在可以打掃房間嗎？)PleasemakeupmyroomwhileI'mout.(我外出時請打掃房間。)Idon'tneedmyroomcleanedtoday.(今天不需要打掃房間。)Couldyoucomebacklater?(您能稍后再來嗎？)工作人員回應Certainly,I'llbringthosetoyourroomrightaway.(當然，我馬上給您送到房間。)Yes,weofferlaundryservice.Here'sthepricelist.(是的，我們提供洗衣服務。這是價目表。)Yourlaundrywillbereturnedby6PMtoday.(您的衣物將在今天下午6點前送回。)I'llschedulehousekeepingtocleanyourroomimmediately.(我會安排客房服務立即打掃您的房間。)Whenwouldbeaconvenienttimeforustocleanyourroom?(什么時間打掃房間比較方便您？)I'llplacethe"DoNotDisturb"signonyourdoor.(我會在您的門上放置"請勿打擾"的牌子。)客房設備使用指導1電視操作指南客人問題：HowdoIturnontheTV?(我怎么開電視？)回答：PresstheredbuttonontheremotecontroltoturnontheTV.(按遙控器上的紅色按鈕打開電視。)Youcanbrowsechannelsusingtheupanddownarrows.(您可以使用上下箭頭瀏覽頻道。)Forpay-per-viewmovies,pressthe"Menu"buttonandselect"Movies".(觀看付費電影，請按"菜單"按鈕并選擇"電影"。)ToconnectyourdevicetotheTV,usetheHDMIportonthesideoftheTV.(要將您的設備連接到電視，請使用電視側面的HDMI端口。)2空調調節(jié)方法客人問題：Howtoadjusttheairconditioner?(如何調節(jié)空調？)回答：Theairconditionercontrolpanelisonthewallnearthewindow.(空調控制面板在窗戶附近的墻上。)Pressthe"Power"buttontoturnitonoroff.(按"電源"按鈕開關空調。)Usethe"+"and"-"buttonstoadjustthetemperature.(使用"+"和"-"按鈕調節(jié)溫度。)The"Mode"buttonswitchesbetweencooling,heating,andfanonly.(使用"模式"按鈕在制冷、制熱和僅風扇模式間切換。)Pleasenotethatitmaytakeafewminutesfortheroomtoreachthedesiredtemperature.(請注意，房間可能需要幾分鐘才能達到所需溫度。)3故障報修處理客人問題：Theheaterisnotworking.(暖氣壞了。)回答：I'msorrytohearthat.I'llsendamaintenancetechniciantoyourroomrightaway.(很抱歉聽到這個問題。我會立即派維修技術人員到您的房間。)Whendidyoufirstnoticetheproblem?(您什么時候發(fā)現(xiàn)這個問題的？)Haveyoutriedadjustingthethermostat?(您嘗試過調整溫控器嗎？)Wouldyouliketomovetoanotherroomwhilewefixthisissue?(在我們修理這個問題的同時，您想換到另一個房間嗎？)餐飲服務常用表達餐廳基本詢問Whattimeisbreakfastserved?(早餐幾點供應？)Isbreakfastincludedinmyroomrate?(早餐包含在房費中嗎？)Whereistherestaurantlocated?(餐廳在哪里？)DoIneedtomakeareservationfordinner?(晚餐需要預訂嗎？)Isthereadresscodefortherestaurant?(餐廳有著裝要求嗎？)菜單與點餐MayIseethemenu,please?(請給我菜單。)What'stoday'sspecial?(今天有什么特色菜？)Couldyourecommendsomething?(您能推薦一些菜品嗎？)Whatingredientsareinthisdish?(這道菜有哪些食材？)Ihaveafoodallergy.Doesthiscontainnuts?(我有食物過敏。這個菜里有堅果嗎？)I'dliketoorderasteakdinner.(我要點一份牛排晚餐。)服務人員回應Breakfastisservedfrom6:30to10:00AMinthemainrestaurant.(早餐在主餐廳供應，時間為早上6:30至10:00。)Yes,breakfastisincludedinyourroomrate.(是的，早餐包含在您的房費中。)Ourrestaurantislocatedonthegroundfloor,nexttothelobby.(我們的餐廳位于一樓，大堂旁邊。)I'drecommendourchef'ssignaturedish,whichisgrilledsalmonwithseasonalvegetables.(我推薦我們廚師的招牌菜，烤三文魚配時令蔬菜。)Howwouldyoulikeyoursteakcooked?Rare,medium,orwell-done?(您的牛排要幾分熟？三分熟、五分熟還是全熟？)I'llbringyourorderrightaway.(我馬上為您送上您點的菜品。)結賬相關用語CouldIhavethebill,please?(請給我賬單。)I'dliketopaynow.(我想現(xiàn)在付款。)CanIchargethistomyroom?(可以記在我的房費上嗎？)Doyouacceptcreditcards?(你們接受信用卡嗎？)Isservicechargeincluded?(包含服務費嗎？)點餐與飲品服務飲品詢問與推薦Wouldyoulikeanythingtodrink?(您想喝點什么嗎？)Wehaveaselectionofwines,beers,spirits,andsoftdrinks.(我們有各種葡萄酒、啤酒、烈酒和軟飲料可供選擇。)MayIrecommendourhousewine?Itpairsperfectlywithyourmeal.(我可以推薦我們的店酒嗎？它與您的餐點非常搭配。)Wouldyoupreferstillorsparklingwater?(您喜歡普通水還是氣泡水？)酒水點單對話Onebottleofwhitewine,please.(請來一瓶白葡萄酒。)Couldyoubringustwoglassesofredwine?(請給我們兩杯紅葡萄酒。)I'dlikeabeer,please.Whatlocalbrandsdoyouhave?(我想要一杯啤酒。你們有哪些本地品牌？)Doyouhaveanynon-alcoholicoptions?(你們有無酒精飲料嗎？)特殊需求處理Couldyoubringsomeice?(請幫我拿些冰塊。)I'dlikemydrinkwithoutice,please.(請不要在我的飲料中加冰。)CanIhaveasliceoflemonwithmywater?(我的水可以加一片檸檬嗎？)Thiswineiscorked.Couldwehaveanotherbottle?(這瓶酒已經變質了。我們可以換一瓶嗎？)飲料服務完整對話示例Waiter:Goodevening,sir.Wouldyouliketoseeourdrinksmenu?Guest:Yes,please.Doyouhaveanyrecommendations?Waiter:Wehaveanexcellentselectionoflocalwines.Ourhouseredisparticularlypopularwithoursteakdishes.Guest:Thatsoundsgood.Onebottleofredwine,please.Waiter:Excellentchoice,sir.Wouldyouliketoseeourwinelisttoselectaspecificwine,orwouldyoupreferourhousered?Guest:Thehouseredwillbefine.Waiter:Verygood.Andwouldyoulikeanywaterforthetable?Stillorsparkling?Guest:Stillwater,please.Andcouldyoubringsomeiceaswell?Waiter:Certainly.I'llberightbackwithyourdrinks....Waiter:Here'syourbottleofredwineandstillwater.AndI'vebroughtsomeiceasrequested.Wouldyoulikemetopourthewineforyou?Guest:Yes,please.Waiter:IsthereanythingelseIcangetforyouatthemoment?Guest:No,that'sallfornow.Thankyou.Waiter:Enjoyyourdrinks.I'llbebackshortlytotakeyourfoodorder.預訂與查詢服務房間可用性查詢客人：Doyouhaveanyvacancies?(有空房嗎？)工作人員：Letmecheckouravailabilityforyou.Whatdatesareyoulookingfor?(讓我為您查一下空房情況。您想預訂哪幾天？)客人：I'dliketobookaroomfortwonights.(我要預訂兩晚房間。)工作人員：Certainly.Willthatbeforthisweekendoranotherdate?(好的。是這個周末還是其他日期？)客人：Whatisthepricepernight?(每晚多少錢？)工作人員：Ourstandardroomsare￥800pernight,andourdeluxeroomsare￥1,200pernight.Bothratesincludebreakfast.(我們的標準房每晚800元，豪華房每晚1,200元。兩種房型都包含早餐。)預訂詳情確認Couldyouspellyourname,please?(請拼寫您的姓名好嗎？)MayIhaveyourcontactnumberandemail?(請?zhí)峁┠穆?lián)系電話和電子郵箱？)Howmanyguestswillbestaying?(有多少位客人入??？)Wouldyoupreferasmokingornon-smokingroom?(您想要吸煙房還是無煙房？)Doyouhaveanyspecialrequests?(您有什么特殊要求嗎？)付款與擔保Werequireacreditcardtoguaranteeyourreservation.(我們需要信用卡來擔保您的預訂。)Wouldyouliketopaynoworuponarrival?(您想現(xiàn)在付款還是到店時付款？)There'sa24-hourcancellationpolicy.(我們有24小時取消政策。)Adepositofonenight'sstayisrequired.(需要支付一晚的房費作為押金。)預訂確認Yourreservationhasbeenconfirmed.(您的預訂已確認。)Yourconfirmationnumberis_____.(您的確認號是_____。)I'vesentthedetailstoyouremail.(我已將詳細信息發(fā)送到您的郵箱。)Check-intimeis2PM,andcheck-outtimeis12PM.(入住時間是下午2點，退房時間是中午12點。)Welookforwardtowelcomingyouon[date].(我們期待在[日期]歡迎您的到來。)處理客戶投訴用語傾聽與道歉I'msorryfortheinconvenience.(對給您帶來的不便表示歉意。)Iapologizeforthissituation.(對這種情況我深表歉意。)Iunderstandhowfrustratingthismustbe.(我理解這一定很令人沮喪。)Thankyouforbringingthistoourattention.(感謝您向我們反映這個問題。)了解問題Couldyoupleasedescribetheproblem?(請您描述一下問題。)Whendidyoufirstnoticethisissue?(您什么時候首次發(fā)現(xiàn)這個問題的？)Hasthishappenedbeforeduringyourstay?(在您入住期間，這種情況以前發(fā)生過嗎？)Couldyoushowmewhat'swrong?(您能給我看看哪里出了問題嗎？)提供解決方案Wewillfixitimmediately.(我們會馬上處理。)LetmeseewhatIcandotoresolvethis.(讓我看看我能做些什么來解決這個問題。)Wouldyouliketochangerooms?(您想換房間嗎？)I'llsendsomeonetoyourroomrightaway.(我會立即派人到您的房間。)跟進與補償Iseverythingsatisfactorynow?(現(xiàn)在一切都令您滿意了嗎？)Asagestureofgoodwill,we'dliketoofferyou_____.(作為一種善意的表示，我們想為您提供_____。)Pleaseletmeknowifyouencounteranyfurtherissues.(如果您遇到任何其他問題，請告訴我。)Wetrulyvalueyourfeedbackandwilluseittoimproveourservices.(我們真誠重視您的反饋，并將用它來改進我們的服務。)常見投訴場景對話場景一：空調故障Guest:Theairconditionerdoesn'twork.I'vebeentryingtoturnitonforthepasthour,buttheroomisstilltoohot.Staff:I'mverysorrytohearthat.Letmesendamaintenancetechniciantoyourroomrightawaytochecktheairconditioner.Howlongwillyoubeinyourroom?Guest:I'llbehereforthenexthourbeforegoingoutfordinner.Staff:Perfect.I'llmakesuresomeoneistherewithin15minutes.Iftheissuecan'tbefixedimmediately,wouldyoubeopentochangingrooms?Guest:Yes,thatwouldbefineifnecessary.Staff:Thankyouforyourunderstanding.I'llpersonallyfollowuptoensurethisissueisresolvedpromptly.Again,Iapologizefortheinconvenience.場景二：噪音問題Guest:Theroomisnoisy.Icanheareverythingfromthenextroomandthehallway.Icouldn'tsleepatalllastnight.Staff:I'mtrulysorryaboutthenoisedisturbanceyouexperienced.Thatmusthavebeenveryfrustrating.Wehavesomequieterroomsavailableonthehigherfloorsawayfromtheelevator.Wouldyouliketomovetooneofthoserooms?Guest:Yes,Iwouldappreciatethat.WhencanImove?Staff:Icanhaveanewroompreparedforyouwithinthenext30minutes.I'llalsosendsomeonetohelpyouwithyourbelongings.Asagestureofapology,we'dliketoofferyouacomplimentarybreakfastfortomorrowmorning.Guest:Thatsoundsgood.Thankyou.Staff:You'rewelcome.I'llpersonallymakesureyournewroomiscomfortableandquiet.Pleaseletmeknowifthere'sanythingelsewecandotomakeyourstaymoreenjoyable.場景三：清潔問題Guest:Thesheetsaredirty.Therearestainsonthem,andIdon'tthinkthey'vebeenchangedsincethelastguest.Staff:I'mdeeplysorryaboutthisunacceptablesituation.Thisisclearlynotuptoourstandards.I'llimmediatelysendhousekeepingtochangeallthebeddinginyourroom.Wouldyouprefertowaitinyourroomorwouldyouliketohaveacomplimentarydrinkatourbarwhilewetakecareofthis?Guest:I'llwaitatthebar.Staff:Ofcourse.Pleaseallowmetoescortyouthere.I'llpersonallyinspecttheroomafterhousekeepingisfinishedtoensureeverythingisproperlycleaned.Wewillalsoapplya30%discounttotonight'sstayasanapologyforthisoversight.MayIaskforyourroomnumber,please?Guest:Room415.Staff:Thankyou,Mr./Ms.[Name].I'llcometothebartoinformyouwhenyourroomisready.Onceagain,pleaseacceptoursincereapologiesforthisincident.這些對話示例展示了如何專業(yè)地處理客人投訴：始終以真誠的道歉開始認真傾聽客人的問題，不打斷提供具體的解決方案和時間表在適當情況下提供補償承諾個人跟進，確保問題解決應急情況處理用語緊急疏散Whereistheemergencyexit?(緊急出口在哪里？)Pleaseremaincalmandfollowme.(請保持冷靜，跟隨我。)Pleasefollowmetothestairway.(請跟我到樓梯口。)Donotusetheelevatorsduringanemergency.(緊急情況下請勿使用電梯。)Pleaseproceedtotheassemblypointintheparkinglot.(請前往停車場的集合點。)火災應急Thereisafirealarm.Thisisnotadrill.(有火警。這不是演習。)Callthefiredepartmentimmediately.(立即撥打消防電話。)Pleaseusethefireextinguisherlocatedinthehallway.(請使用走廊上的滅火器。)Staylowtoavoidsmokeinhalation.(保持低姿勢以避免吸入煙霧。)Coveryournoseandmouthwithawettowel.(用濕毛巾捂住鼻子和嘴巴。)醫(yī)療緊急情況Isthereadoctorinthehotel?(酒店里有醫(yī)生嗎？)Weneedmedicalassistanceimmediately.(我們需要立即醫(yī)療援助。)I'llcallanambulancerightaway.(我會立即叫救護車。)Pleasedescribeyoursymptoms.(請描述您的癥狀。)Thenearesthospitalis[location].(最近的醫(yī)院在[位置]。)安全問題Pleasereportanysuspiciousactivity.(請報告任何可疑活動。)Foryoursafety,donotopenyourdoorwithoutverifyingwhoitis.(為了您的安全，請在確認來訪者身份前不要開門。)Securitypersonnelareavailable24/7.(保安人員24小時在崗。)Incaseofemergency,dial0forthefrontdesk.(緊急情況下，請撥打0聯(lián)系前臺。)We'vealertedsecurityaboutthesituation.(我們已經就這一情況通知了保安。)電話接聽與轉接技巧標準電話接聽用語Goodmorning/afternoon/evening,FrontDesk,howmayIhelpyou?(早上/下午/晚上好，前臺，請問有什么可以幫您？)Thisis[name]speaking.HowcanIassistyoutoday?(我是[姓名]。今天有什么可以幫到您的？)Thankyouforcalling[hotelname].Thisis[yourname].(感謝您致電[酒店名稱]。我是[您的姓名]。)電話禮儀要點Alwaysanswerthephonewithinthreerings.(始終在三聲鈴響內接聽電話。)Speakclearlyandatamoderatepace.(說話清晰，語速適中。)Usethecaller'snameifknown.(如果知道，使用來電者的姓名。)Listenactivelywithoutinterrupting.(積極傾聽，不要打斷。)Takenotesofimportantinformation.(記錄重要信息。)Endcallsprofessionallywithapoliteclosing.(以禮貌的結束語專業(yè)地結束通話。)請求保持通話MayIputyouonhold?(我可以讓您稍等嗎？)WouldyoumindholdingforamomentwhileIcheckthatinformation?(您介意稍等片刻，讓我查一下那個信息嗎？)Thankyouforholding.(感謝您的耐心等待。)轉接電話Iwilltransferyourcall.(我?guī)湍D接電話。)Letmeconnectyoutothe[department].(讓我為您接通[部門]。)I'lltransferyouto[name],whocanbetterassistyouwiththismatter.(我會為您轉接到能更好地協(xié)助您解決這個問題的[姓名]。)BeforeItransferyou,mayIhaveyournameandroomnumber?(在我轉接之前，可以告訴我您的姓名和房間號嗎？)處理通話結束IsthereanythingelseIcanhelpyouwithtoday?(今天還有什么我可以幫您的嗎？)Thankyouforcalling.Haveawonderfulday.(感謝您的來電。祝您有個愉快的一天。)Ifyouhaveanyfurtherquestions,pleasedon'thesitatetocallagain.(如果您有任何其他問題，請隨時再次來電。)留言服務I'mafraidMr./Ms.[name]isnotavailableatthemoment.Wouldyouliketoleaveamessage?(很抱歉，[姓名]先生/女士目前不在。您想留言嗎？)MayItakeyournameandcontactnumber?(可以告訴我您的姓名和聯(lián)系電話嗎？)I'llmakesuretheyreceiveyourmessageassoonaspossible.(我會確保他們盡快收到您的留言。)預訂確認與取消1預訂確認Yourreservationisconfirmed.(您的預訂已確認。)I'mpleasedtoconfirmyourreservationfor[dates].(我很高興確認您在[日期]的預訂。)Yourconfirmationnumberis[number].Pleasekeepthisforyourrecords.(您的確認號是[號碼]。請保留此信息作為記錄。)I'vesentaconfirmationemailto[emailaddress].(我已經發(fā)送確認郵件到[電子郵件地址]。)2預訂詳情核對Letmeconfirmthedetailsofyourreservation.(讓我確認一下您的預訂詳情。)You'vebookeda[roomtype]for[number]nights,checkinginon[date]andcheckingouton[date].(您預訂了一間[房型]，共[數量]晚，入住日期為[日期]，退房日期為[日期]。)Therateis[amount]pernight,andthis[includes/excludes]breakfast.(房費為每晚[金額]，這[包含/不包含]早餐。)Isthisinformationcorrect?(這些信息正確嗎？)3取消詢問Wouldyouliketocancelyourbooking?(您想取消預訂嗎？)MayIaskthereasonforcancellation?(可以問一下取消的原因嗎？)Insteadofcancelling,wouldyouliketorescheduleforanotherdate?(與其取消，您是否想改期？)4取消流程Pleaseprovideyourbookingreferencenumber.(請?zhí)峁┠念A訂編號。)Ourcancellationpolicyrequires[X]hoursnoticebeforecheck-intoavoidcharges.(我們的取消政策要求在入住前[X]小時通知，以避免收費。)Sinceyou'recancellingwithinthefreecancellationperiod,therewillbenocharge.(由于您在免費取消期內取消，不會收取費用。)I'mafraidtherewillbeacancellationfeeof[amount]asperourpolicy.(根據我們的政策，恐怕將收取[金額]的取消費用。)5取消確認Yourreservationhasbeencancelled.(您的預訂已取消。)Yourcancellationconfirmationnumberis[number].(您的取消確認號是[號碼]。)Youwillreceiveacancellationemailshortly.(您很快會收到一封取消確認郵件。)Wehopetowelcomeyoutoourhotelonanotheroccasion.(我們希望在另一個場合歡迎您入住我們的酒店。)介紹酒店設施與服務互聯(lián)網服務OurhoteloffersfreeWi-Fi.(我們酒店提供免費無線網絡。)TheWi-Finetworknameis"[name]"andthepasswordis"[password]".(無線網絡名稱是"[名稱]"，密碼是"[密碼]"。)Wi-Fiisavailablethroughoutthehotel,includingallguestroomsandpublicareas.(整個酒店，包括所有客房和公共區(qū)域都可以使用無線網絡。)Ifyouexperienceanyconnectivityissues,pleasecontactthefrontdesk.(如果您遇到任何連接問題，請聯(lián)系前臺。)健身與休閑Thereisagymandswimmingpool.(有健身房和游泳池。)Ourfitnesscenterislocatedonthe[floor]floorandisopen24hours.(我們的健身中心位于[樓層]樓，24小時開放。)Theswimmingpoolisontherooftopandisopenfrom6AMto10PM.(游泳池位于屋頂，開放時間為早上6點至晚上10點。)Towelsareprovidedatbothfacilities.(兩處設施都提供毛巾。)Wealsohaveaspaofferingvarioustreatments.Appointmentsarerecommended.(我們還有提供各種療程的水療中心。建議提前預約。)餐飲服務Breakfastisservedfrom7to10AM.(早餐供應時間是7點到10點。)Ourmainrestaurantservesinternationalcuisineforbreakfast,lunch,anddinner.(我們的主餐廳提供早餐、午餐和晚餐的國際美食。)Therooftopbaropensfrom5PMandoffersstunningcityviews.(屋頂酒吧從下午5點開始營業(yè)，提供令人驚嘆的城市景觀。)Roomserviceisavailable24hours.Themenuisinyourroom.(客房送餐服務24小時提供。菜單在您的房間里。)Forspecialdietaryrequirements,pleaseinformourrestaurantstaff.(如有特殊飲食要求，請告知我們的餐廳工作人員。)商務設施Ourbusinesscenterislocatedonthegroundfloornearthelobby.(我們的商務中心位于大堂附近的一樓。)Weoffercopying,printing,andscanningservices.(我們提供復印、打印和掃描服務。)Meetingroomsareavailableforrentandcanaccommodate5to50people.(會議室可供租用，可容納5至50人。)Formeetingroomreservations,pleasecontactthefrontdeskatleast24hoursinadvance.(會議室預訂請至少提前24小時聯(lián)系前臺。)迎接國際客人用語初次見面問候Welcometo[city/country].Isthisyourfirstvisit?(歡迎來到[城市/國家]。這是您第一次來嗎？)Howwasyourjourney?(您的旅途如何？)Didyouhaveagoodflight?(您的航班還順利嗎？)Ihopeyoudidn'texperienceanydelaysinyourtravel.(希望您的旅行沒有遇到任何延誤。)行李協(xié)助Doyouneedanyassistancewithyourluggage?(需要幫忙拿行李嗎？)Ourbellboywillhelpyouwithyourbags.(我們的行李員會幫您拿行李。)MayItakeyourluggagetoyourroom?(我可以把您的行李送到您的房間嗎？)Howmanypiecesofluggagedoyouhave?(您有幾件行李？)旅游信息Wouldyoulikeacitymap?(需要城市地圖嗎？)Ourconciergecanprovideyouwithinformationaboutlocalattractions.(我們的禮賓員可以為您提供有關當地景點的信息。)Areyouinterestedinjoininganylocaltours?(您有興趣參加任何當地旅游團嗎？)Wecanarrangeticketsforpopularattractions.(我們可以安排熱門景點的門票。)入住信息Howlongwillyoubestaying?(您會住多久？)Ifyouneedtoextendyourstay,pleaseletusknowasearlyaspossible.(如果您需要延長住宿時間，請盡早告知我們。)Wouldyoulikeawake-upcall?(您需要叫醒服務嗎？)Isthereanyspecialoccasionyou'recelebratingduringyourstay?(您在住宿期間有什么特別的慶?；顒訂?？)文化尊重Howdoyoupronounceyourname?(您的名字怎么發(fā)音？)Pleaseletmeknowifyouhaveanyculturalordietarypreferences.(如果您有任何文化或飲食偏好，請告訴我。)Wehavestaffwhospeak[languages].Wouldthatbehelpful?(我們有會說[語言]的員工。這對您有幫助嗎？)Isthereanythingspecificwecandotomakeyourstaymorecomfortable?(我們有什么可以做的，使您的住宿更舒適？)介紹周邊旅游信息交通信息Thenearestsubwaystationis5minutesaway.(最近的地鐵站步行5分鐘。)Line1andLine3stopatthisstation.(1號線和3號線在此站?？?。)Taxisarereadilyavailableoutsidethehotel.(酒店外隨時可以叫到出租車。)Theairportisapproximately30minutesbycar,dependingontraffic.(機場大約30分鐘車程，取決于交通情況。)購物場所Thereisashoppingmallnearby.(附近有購物中心。)TheGrandShoppingPlazaisa10-minutewalkfromourhotel.(大型購物廣場距離我們酒店10分鐘步行路程。)Fortraditionalsouvenirs,IrecommendtheOldMarketStreet,whichis3subwaystopsaway.(傳統(tǒng)紀念品，我推薦老市場街，乘地鐵3站即可到達。)Theshoppingdistrictisopenfrom10AMto10PMdaily.(購物區(qū)每天上午10點至晚上10點開放。)熱門景點Populartouristattractionsinclude...(受歡迎的旅游景點有……)TheAncientTempleisourcity'smostfamoushistoricalsite,located15minutesbytaxi.(古廟是我們城市最著名的歷史遺址，乘出租車15分鐘可到達。)TheCityMuseumoffersexcellentexhibitionsaboutlocalhistoryandculture.(城市博物館提供關于當地歷史和文化的精彩展覽。)Fornaturelovers,theBotanicalGardensarebeautifulandjust20minutesaway.(對于自然愛好者，植物園很美麗，只需20分鐘路程。)當地美食推薦Ourcityisfamousforits[localcuisine].(我們城市以其[當地美食]而聞名。)Forauthenticlocaldining,Irecommend[restaurantname]whichisa15-minutewalkfromhere.(想品嘗正宗的當地美食，我推薦[餐廳名稱]，從這里步行15分鐘。)TheNightFoodMarketopensat6PMandoffersavarietyofstreetfoodoptions.(夜市美食街晚上6點開市，提供各種街頭美食選擇。)Wouldyoulikemetomakeareservationatanyoftheserestaurantsforyou?(您想要我為您在這些餐廳中的任何一家預訂座位嗎？)實用信息Thenearestbank/ATMislocated[location].(最近的銀行/自動取款機位于[位置]。)There'sa24-hourconveniencestorejustaroundthecorner.(拐角處有一家24小時便利店。)Thenearestpharmacyistwoblocksaway,on[streetname].(最近的藥店在兩個街區(qū)外，在[街道名稱]上。)Incaseofemergency,thepolicestationisat[location]andthehospitalisat[location].(緊急情況下，警察局在[位置]，醫(yī)院在[位置]。)處理遺失物品詢問遺失情況Haveyoulostanything?(您丟失了什么東西嗎？)Whendidyoulastseetheitem?(您最后一次看到這個物品是什么時候？)Wheredoyouthinkyoumighthaveleftit?(您認為您可能把它遺落在哪里？)Didyouusetheiteminanyspecificareaofthehotel?(您是否在酒店的某個特定區(qū)域使用過這個物品？)了解物品詳情Pleasedescribetheitem.(請描述一下物品。)Whatcolorisit?(它是什么顏色的？)Doesithaveanydistinguishingfeatures?(它有什么特別的特征嗎？)Isthereanyidentificationontheitem?(物品上有任何標識嗎？)Approximatelyhowbigistheitem?(物品大約有多大？)尋找流程Wewillcheckthelostandfound.(我們會幫您查找失物招領處。)Letmecheckwiththehousekeepingdepartment.(讓我聯(lián)系一下客房部。)I'llaskthestaffin[area]tolookforyouritem.(我會請[區(qū)域]的工作人員尋找您的物品。)We'llsearchyourroomthoroughly.(我們會徹底搜索您的房間。)跟進與聯(lián)系CouldIhaveyourcontactinformationsowecannotifyyouifwefindit?(我可以記錄您的聯(lián)系方式，這樣如果我們找到它可以通知您嗎？)We'llkeepsearchingandletyouknowifwefindanything.(我們會繼續(xù)尋找，如果找到任何東西會通知您。)Wouldyoulikeustocallyouorsendanemailifwefindyouritem?(如果我們找到您的物品，您希望我們給您打電話還是發(fā)電子郵件？)Howlongwillyoubestayingwithus?(您會在我們這里住多久？)歸還流程Goodnews!We'vefoundyouritem.(好消息！我們找到了您的物品。)Youcancollectitfromthefrontdesk.(您可以在前臺領取。)Wecandeliverittoyourroomifyouprefer.(如果您愿意，我們可以送到您的房間。)Ifyou'vealreadycheckedout,wecanarrangetoshipittoyou.(如果您已經退房，我們可以安排給您郵寄。)1對話示例：客人報告遺失物品Guest:Excuseme,IthinkIleftmywatchintherestaurantlastnightduringdinner.Staff:I'msorrytohearthat.Pleasedescribetheitem.Whatkindofwatchisit?Guest:It'sasilverRolexwithablueface.Ithasmyinitials,"JW,"engravedontheback.Staff:Thankyouforthedescription.Whenexactlywereyouattherestaurant,anddoyourememberwhichtableyouweresittingat?Guest:Weweretherearound8PM,sittingbythewindowoverlookingthegarden.對話示例：處理尋找過程Staff:Thankyouforthatinformation.Wewillcheckthelostandfoundandalsospeakwiththerestaurantstaffwhowereworkinglastnight.CouldIhaveyournameandroomnumber?Guest:MynameisJohnWilson,room412.Staff:Thankyou,Mr.Wilson.We'llbeginsearchingrightaway.Wouldyoulikeustocallyouinyourroomoncewehaveanynews?Guest:Yes,pleasedo.Thewatchhassentimentalvaluetome.會議與宴會服務用語會議室預訂Doyouneedaconferenceroom?(您需要會議室嗎？)Wehaveseveralmeetingroomsofdifferentsizesavailable.(我們有幾個不同大小的會議室可供使用。)Ourboardroomcanaccommodateupto20people.(我們的董事會議室最多可容納20人。)TheGrandBallroomissuitableforlargeconferencesofupto300attendees.(大宴會廳適合容納多達300人的大型會議。)WouldyoupreferaU-shape,classroom,ortheaterstylesetup?(您更喜歡U形、教室式還是劇院式的擺設？)參會人數Howmanyguestswillattend?(預計有多少人參加？)Doyouexpectthenumberofattendeestochange?(您預計參加人數會變化嗎？)Wecanadjusttheroomsetupbasedonfinalattendancenumbers.(我們可以根據最終的參會人數調整房間設置。)WilltherebeanyVIPguestsrequiringspecialarrangements?(是否有需要特殊安排的貴賓？)餐飲服務Weprovidecateringservices.(我們提供餐飲服務。)Wouldyouliketoarrangecoffeebreaksduringyourmeeting?(您想在會議期間安排咖啡休息時間嗎？)Ourchefcanprepareacustomizedmenubasedonyourpreferences.(我們的廚師可以根據您的偏好準備定制菜單。)Weofferbuffet-stylelunchesorformalsit-downdinners.(我們提供自助午餐或正式的坐席晚餐。)Doanyofyourguestshavedietaryrestrictionsorallergies?(您的客人中是否有飲食限制或過敏情況？)設備與技術Allourmeetingroomsareequippedwithprojectorsandscreens.(我們所有的會議室都配備了投影儀和屏幕。)Wecanprovidemicrophones,speakers,andvideoconferencingequipment.(我們可以提供麥克風、揚聲器和視頻會議設備。)Doyouneedanyspecifictechnicalequipmentforyourpresentation?(您的演示是否需要任何特定的技術設備？)OurITstaffwillbeavailabletoassistwithanytechnicalissues.(我們的IT人員將隨時協(xié)助解決任何技術問題。)High-speedWi-Fiisavailablethroughoutourconferencefacilities.(我們的會議設施全區(qū)域提