酒店英语系列简易教程 | 酒店英语 微信公众号出品
一、 前台工作基本常识
1. 订房9大要素
1) 客人姓名Guest Name团队名称Name of Group编号 Code2) 代订人姓名Contact Name联系电话Telephone Number单位Company Name地址Address3) 所需客房的种类 Room Type所需客房的数量 Number of Rooms4) 来客人数Number of Guests5) 国籍Nationality6) 抵/离店日期Date of Arrival/Depute抵/离店时间Time of Arrival/Departure入住天数Length of Staying7) 折扣优惠Discount8) 订房人住当天的保留时间Cut-off Time9) 对宾客预订变更Agreements on Reservations取消预订的协议Amendments and Cancellations
2. 客房基本种类
单人间Single Room大床间King Bed Room双床间Twin Room三人间Triple Room普通套间Junior Suite商务套间Business Suite复式套间Duplex Suite连接套间Connecting Rooms豪华套间Deluxe Suite总统套间Presidential Suite吸烟楼层Smoking Floor无烟楼层Non-Smoking Floor空房Vacancy Room
二、 情景对话
M： Martin马丁 G： Guest旅客
M： Good morning. White Swam Hotel. May I help you?G： Yes, I’d like to reserve a room from the evening of March 21st to the morning of 27th.M： So that's 6 nights. And which kind of room would you prefer?G： A twin, please.M： Could you hold the line please? ... Thank you for waiting. sir. We have a twin at US $ 150 per night. Is that alright?G： That's OKM： May I have your name and phone number?G： Sure. My name is Kin W. Smith, at 3427-6798.M： 3427-6798, thank you. I'd like to confirm your reservation： a twin for Mr. Kin W. Smith, from March 21st evening to the morning of 27th. 6 nights. Is that right?G： Yes.M： We look forward to serving you then. Good-bye, Mr. Smith.
M：您早,白天鹅酒店,有什么可以为您效劳?G：我想顶订房间, 从21日晚上到27日早上。M：那就是6天，请问您想订哪种房间？G：请给我一个双床房。M： 请别挂断……让您久等了先生。我们有空余的双床房，价格是每晚150美元,这个可以吗？G：可以。M：能告诉我您的姓名和电话吗？G：没问题，我叫金 W. 史密斯，我的电话是3427-6798。M：3427-6798，我想确认一下您的预订：金,W史密先生，一个双床房，从3月21日晚到27日早上，一共6天，对吗？G：对的。M：恭候您的光临，再见,史密斯。
三、 句型精选
1. 预订基本应对
1) Room Reservations, Can I help you?客房预订部，可以为您效劳吗?2) I’d like to reserve a room.我想订个房间3) How much is the room?房租是多少钱4) For which date?您想订在哪一天?5) Which kind of room would you prefer?您喜欢哪一种房间呢?6) How many nights, please?请问您希望住几晚?7) How many guests, please?请问有多少人?8) May I know your name?可以告诉我您的姓名吗?9) How do you spell that?请问怎么拼写10) May I have your phone number?可以告诉我您的电话号码吗?11) May I have your credit card number?可以告诉我您的信用卡号码吗?12) Could you hold the line, please?请别挂断电话好吗?13) I’ll check if we have vacancy.我来查一下是否有空房间14) Thank you for waiting, sir /ma am让您久等了,先生/女土。15) We have a twin at $ 150 and $ 180 per night.我们有每晚150美元和180美元两种双床间16) We look forward to serving you.我们期待能为您服务。
2. 告知房价和付款事项
1) A single room is Uss80 per night, with a 159.单人房每晚80美元,外加15%的服务费。2) Does the price include breakfast?这个价钱包括早餐吗?3) We will need an advance deposit of US $ 200我们需要您先付200美元订金。4) We offer special rates today.我们酒店今天有特价。5) For a single room, there is a 15% discount.单人房可以打85折。
3. 指定的房间没有空余1) We have no twins available.我们没有空余的双床间了。2) Would you mind a double instead?您介意改为大床间吗?3) I’m sorry, but we are fully booked.很抱歉，我们的客房都被订光了。
四、 语法知识
1. 酒店服务四种常见的询问句型
1) May I-?(我可以……吗?)e.g. May I have your name, please?请问您贵姓?May I have your check-out time, please?请问您什么时候退房?这样,就比直接问：“What' s your name?”“When will you check-out?”更正式、更有礼貌。
2) Could you…? （您可以……吗？)e.g. Could you fill out the form, please?您可以填一下这张表格吗？这个句型常用于有求于人的时候，比直接要求别人做某事（Please fill out the form.）要更有礼貌。3) Would you…?（您愿意……吗?）e.g. Would you mind a double instead?您愿意改为一个大床间吗?或者，可以用“ How about…?”来替代，用来询问意见和提供建议。4) Shall I...?（要我……吗?）e.g. Shall I call a taxi for you?要我为您叫出租车吗?
2. 如何表示不理解客人的意思
1) 请客人复述Pardon? 或 I beg your pardon?请您再说一次好吗?Could you speak more slowly, please?请您说慢一点好吗?I'm afraid I dont understand很抱歉，我不明白您的意思。2) 重复客人的意思，以证实了解无误Excuse me, sir, do you mean…?对不起，先生。您的意思是不是说……?
3. 如何问候
在向客人打招呼的时候,如果能记住客人的姓名，如“ Mr. Black"，而不是笼统的“Sir/ Madam”,客人会由于受到格外的关注而感到满足。打招呼时，最好避免用“Hi”，"Hello”的用语(因为这样显得过于随使),而用“ Good morning/afternoon/evening等比较正式的用语。在客人招呼自己的时候，最常见的回应就是“May I help you?"在为客人提供了服务以后,不妨再问一句：还有什么能为您效劳的吗?”( Anything else?或者 Anything I can do for you?)如果客人没有什么其他的要求,还可以说：“我随时愿意为您效劳。”( I'm always at your service.)或者是：“如果有什么能为您效劳的，请只管告诉我。”(If there's anything I can do for you. please just let me know.)在和客人分别的时候,可以用下面的句子来表达良好的祝愿：Have a good time!祝您玩得开心！Have a nice/good day!祝您有愉快的一天。Please enjoy your stay.愿您入住愉快。(用于客人入住酒店时)I hope you have enjoyed your stay.望您在酒店住得还满意。(用于客人退房时)Have a safe trip!祝您一路平安！（用于客人退房时）
五、 练习
1. 根据情景对话，用合适的词或句子填空。G： Guest旅客 C： Reservation Clerk预订员C： I’d like to (1) ,(我想预定房间。)C： For (2) , please?(请问要订在什么时候呢?)G： From October 1st to 7th, that’s 7 nights.C： (3) would you prefer?(您想要什么样的房间呢)G： (4) (我要一个三人间), pleaseC： So (5) in your party?(您一行共有3个人,是吗)G： YesC： Could you (6) , please?(请您先别挂电话好吗?)I’ll (7) for those days(我查一查那几天有没有您要的空房间。)C： (8) ,(让您久等了。) I’m afraid (9) (我们那几天没有空余的三人间了。) Would you mind a (10) instead?(您介意改订套房吗?)C： What's the (11) ?(房价是多少)C： (12) (正常价格) is $ 180 per night, but we can offer you a 20% (13) .(我们可以给您提供8折。)
答案：
(1) reserve a room(2) which date(3) Which kind of room(4) A triple5) how many peopl(6) hold the line(7) check the availability(8)Thank you for waiting(9) we don't have any triple available for those days(10) suite(11) room rate(12) normal rate(13) discount