住宿登记 2
1.Guest Comes to Register 请客人登记 2
2.Guest's Visa Is Invalid 客人的签证无效 4
3.Introducing Facilities 介绍设施 5
4.Showing Guest to His Room 带领客人去他的房间 7
5.If Receptionist Is a Lady 如果接待员是一位女士 9
6.Guest Wants to Park His Bicycle 客人想停放他的自行车 10
换钱 14
1.Normal Transaction 正常办理业务 14
2.Guest Wants to Change Too Much Money 客人要兑换大量的外币 16
3.An outsider Wants to Change Money 一位来访客人想要换钱 18
4.Cashing Traveller's Checks 兑现旅行支票 20
5.Guest Needs Change 客人需要小额现钞 22
客人询问洗衣费问题 24
1.Guest Thinks Bill Is Too High 客人认为费用太高 24
2.Mistake in Addition 账单计算错误 28
3.Guest Agrees After Seeing Laundry Slips 客人看过洗衣帐单后同意按账单付费 29
4.Mistake on Laundry Slip 洗衣单上的错误 31
送衣服务 34
1.Laundry's Late 房客衣服送晚了 34
2.Housekeeper Didn't Pick Laundry Up 客房服务员没有取要送洗的衣服 36
3.Missing One Piece of Laundry 丢失了送洗的衣服 38
4.Sweater Shrunk 毛衣缩水了 40
客人询问电话费事宜 42
1.Guest Thinks He Was Overcharged for a Call 客人认为被多收了电话费 42
2.Guest Refuses to Acknowledge Meter Reading 客人拒绝接受电话计时表的记录 44
3.Explaining Charge for Call That Never Went Through 向客人解释没打通电话收费的原因 50
电汇款手续费 54
Explaining Wiring Fee to the Guest 向客人解释电汇款手续费 54
预订报纸 58
1.General Procedure 一般程序 58
2.Newspaper Is Late 报纸送晚了 61
3.Magazine Is Late 杂志送晚了 62
邮件 64
1.Informing Guest of Special Mail 通知客人取特殊邮件 64
2.Guest Receives a Package Notice 客人接到包裹通知 65
3.Guest Is Looking for a Letter 客人查找一封信 68
客人来访 72
1.Announcing Visitors to Guests 通知有客人来访 72
2.Guest Is Not In 客人没在 74
3.Guest Returns 客人回来了 75
4.Visitors After 11:00 p.m. 晚上11点之后的拜访 76
客人付杂费帐 80
Cashier Calls to Remind Guest to Pay His Bill 出纳员打电话提醒客人付帐 80
客人付租金 84
1.Paying By Credit Card 用信用卡结帐 84
2.Telling Guest Which Cards We Honor 告诉客人我们所认可的信用卡 86
3.Paying Cash in U.S.Dollars 用美元现金结帐 87
4.Calling Guest about Overdue Bill 电话通知客人关于愈期未付帐事宜 90
5.Guest Inquires about Interest Charge Debit Notice 客人询问有关利息欠单事宜 92
6.Question about Billing Dates 有关付帐日期的问题 95
电话礼貌用语 98
1.Putting Caller on Hold 请打电话的人等候 98
2.Taking a Simple Message 记录简单的留言 100
3.A Longer Message 记录较长的留言 103
4.Guest Returns Before Message Is Sent to His Room 服务员在送交留言条之前客人已经回来了 106
客人结帐离店 108
1.General Procedure 一般程序 108
2.Settling Bill the Night Before Leaving 客人在离店的前一天晚上结帐 110
3.Guest Checks Out without Notifying Cashier in Advance 客人结帐离店没有预先通知出纳员 113
4.Well-wishing 祝愿 115
安排出租车 118
1.To Beijing 去北京 118
2.To the Airport 去机场 120
客人投诉 124
1.Burnt Out Light Bulb 灯泡烧坏了 124
2.Television Problems 电视机出毛病了 125
附录 128
Commonly-Used Vocabulary 通用词汇 128