三星级酒店前厅员工接待服务用语

　　Conversation

　　A. Helping a guest to register

　　Clerk: Good afternoon, sir. May I help you?

　　Guest: Yes ,we have a booking for tonight. The name is Cliff.

　　C: Just a moment, please ,sir. Yes , that was two single rooms with bath.

　　G: That’s right.

　　C: You’ll have to register individually, please. Just put your surname here on the first time and then your first

　　name. Here, put your date of birth, and next to that, put your place of birth. Under that, write you nationality,

　　and on the bottom line put your home address. And sign here.

　　G:I see.

　　C: Could I see your passports, please?

　　G: Here you are.

　　C :Could you step over to the cashier’s desk, please? He’ll take care of you.

　　G :Thank you.

　　C :You’re welcome. I hope you enjoy your stay.

　　B. Registering a walk-in guest

　　Clerk: Good morning , sir?

　　Guest: We want a room for two nights at a reasonable price.

　　C: Have you got a booking ,sir?

　　G: I’m afraid we haven’t.

　　C: Do you want a double –room ,sir.?

　　G: We’d rather have two singles with bath.

　　C: Let me see… Here is one on the second floor and another on the third floor.

　　G: Don’t you have two on the same floor?

　　C: I’m afraid we haven’t.

　　G: How much do you charge for them?

　　C: The former is five hundred yuan and the latter is four hundred and fifty Yuan.

　　G: We’ll take both then.

　　C: Thank you ,sir. Will you please fill in the registeration form?

　　G: Sunname,first name , natioanality, permanent address, place and date of birth, signature.Is that all right?

　　C: Yes ,that’s all ,thank you.

　　G: Do you give discount for a week or more?

　　C: Yes, we give 5%discount for one week, 10%for two weeks and over.

　　G: Then, we want to stay here for one week.

　　C: That will be till the 19th.

　　G: That’s right.

　　C.A demand for deposit refund

　　Clerk: Good morning, madam. Can I help you?

　　Guest: Yes , I booked a single room for yesterday and today. But since I’m here one day late, can I have my

　　deposit refunded?

　　C: Only if you have called or sent us a fax telling us the change 48 hours I advance. Have you ever notified us

　　of your cancellation?

　　G: It’s impossible .Who knew there would be an abrupt change of our flight departure time because of the sudden coming storm?

　　C: Oh, I’m sorry about that. In this case, I’ll get the manager and could you please talk about this with him?

　　G: All right, thank you anyway.

　　Useful expressions

　　1.Have you got through with the check-in procedure? 您是否已办好住宿登记手续?

　　2.Would you please pay your deposit at the cashier’s desk there? 请您去账台付订金，好吗?

　　3.Could you place your luggage in front of your room doors by 8:00a.m.? 请你们明天早上8点以前把行李放在你们的房间门口好吗?

　　4.Could you keep your room key until you check out? 请您在住店期间自己保管钥匙，直到离店。

　　Notes

　　1.walk-in guest 未事先预订来住店的客人。

　　2.in advance 提前

　　3.an abrupt change 突然的变化

　　4.flight departure time 飞机的起飞时间。

　　5.in this case 在这种情况下

　　会话参考译文

　　A.助客登记

　　职员：下午好，先生，可以为您效劳吗?

　　客人：是的，我们预订了今晚的房间，登记的名字是克立夫。

　　员：请稍等一下先生。噢，是两间带浴室的单人间。

　　客：正是。

　　员：请你们填一下各自的登记表。就在这第一行填写您的姓，再填上名字，这儿请写您的姓，再填上名字，这儿请写上您的出生年月日，在旁边，填写您的出生地点。在这下面，写上您的国籍，在底线上方填写您的家庭地址，然后在这儿签上您的名字。

　　客：我明白了。

　　员：能让我看看您的护照吗?

　　客：给你。

　　员：请您到收款处把其他手续办一下吗?他会把事情为您办妥的。

　　客：谢谢。

　　员：不用谢，希望你们住得愉快。

　　B.接待散客

　　职员：早上好，先生。要我为您服务吗?

　　客：我们想要一间价格合理的房间住两个晚上。

　　员：请问您预订了吗，先生?

　　客：没有。

　　员：您是要一人双人间吗，先生?

　　客：我们要两间浴室的单人间。

　　员：让我看一下……二楼有一人单间，还不一个在三楼。

　　客：难道你们没有在同一楼层的两个房间吗?

　　员：不，没有。

　　客：房价是多少?

　　员：前者是500元，后者是450元。

　　客：那么我们就要这两间吧。

　　员：谢谢您，先生。请填写一下登记表好吗?

　　客：姓名、国籍、永久住址、出生地和出生日期，签名，这样行了吗?

　　员：可以了，谢谢。

　　客：住一星期以上可以优惠吗?

　　员：是的，住满一星期可以享受5% 的优惠，住两星期以上者可以享受10%的优惠。

　　客：那么，我们在这儿住一星期吧。

　　员：也就是住到19日吧。

　　客：对。

　　C.要求退还押金

　　职员：早上好，太太。要我为您服务吗?

　　客人：是的，我预订了一个昨天和今天的单人间，但是因为我晚到了一天，我能得到押金退款吗?

　　员：只有当您提前48小时打电话或发传真通知我们变化的情况,才可能得到押金退款.您是否通知我们您要取消预订?

　　客：那是不可能的,暴风雨突然降临,飞机不得不改变起飞时间,这种事情有谁能料想得到呢?

　　员：哦，很遗憾听到这个消息。在这种情况下，我还是请我们经理来吧，您把这个情况与他谈谈好吗?

　　客：好吧，不管怎样仍然要谢谢你。