第1篇 旅客住宿饭店必备常识 2
1．旅馆住宿难题解决对策 2
2．自助旅行的规划 14
第2篇 接待服务英语会话须知 20
1．接待旅客英语会话注意事项 20
2．接待旅客基本英语会话句型 24
3．基本的电话应对 36
第3篇 提送行李的服务 BELLMAN SERVICES 42
1．带领至柜台To the Front Desk 42
2．带领至客房Check-in to Room 44
3．搭乘电梯Taking the Elevator 46
4．到达客房时Arriving at the Room 49
5．分送行李Standard Delivery 52
6．送错行李时Delivery to the Wrong Room 53
7．回应客人的召唤Answering Calls 56
8．退宿时拿行李下楼Bringing Baggage Down 58
9．客人要求提取行李时Picking Up the Guest s Bags 61
10．领取行李时Collecting One s Bags 63
11．寄存物品时Depositing Some Items 65
12．领取寄存物品时Collecting One s Items 67
13．遗失取物牌时Tag Being Lost 68
14．门房的应对Doorman s Service 71
第4篇订房专线ROOM RESERVATIONS 74
1．来自国内的预约Reservation from a Domestic Source 74
2．由第三者预约时Reservation Made by a Third Party 77
3．来自国外的预约Reservation from Overseas 81
4．想要的客房没有空缺时Desired Room Being Unavailable 83
5．旅馆客满时When the Hotel Is Full 85
6．无法连续预约至期满Can t Be Booked for All the Nights Requested 88
7．提供差一等的客房A Lower Quality Is Offered 91
8．询问对房间视野的喜好Room View 92
9．询问对房间类型的喜好Room Type 93
10．床位大小及数目Bed-size Number in Room 95
11．确认预约的电话Confirmation Call 97
12．变更预订的日期Change of Reservation Date 100
13．由第三者取消预约时Cancellation by a Third Party 102
第5篇 柜台（入宿登记） THE FRONT DESK（CHECK-IN）1．入宿登记手续 Check-in Procedure 106
2．高峰时间的入宿登记Check-in at a Busy Time 109
3．确认难懂的姓名Confirmation of Difficult Surnames 112
4．由公司付账的入宿登记On a Company Account 114
5．顾客持有预付收据时 With a Hotel Voucher 117
6．确认付款方式Confirmation of Way of Payment 119
7．无预约记录且旅馆客满时When Reservation Can t Be Located 121
8．再度光临而房间费不同时Room Rate Changes for a Returning Guest 124
9．旅行团的入宿手续 Tour Group Check-in 127
对团体顾客的说明练习 130
第6篇 提供各项资料 INFORMATION 136
1．询问客房号码时Room Number Information 136
2．所查询姓名未列在表上The Name Doesn t Appear on the List 138
3．留言给住宿旅客 Message for a Staying Guest 140
4．替客人传话 Guest Location 144
5．介绍临近场所 For Nearby Locations 147
6．介绍较远的场所 For Faraway Locations 149
7．指示客人如何到旅馆Giving Directions to the Hotel 150
8．指示客人如何到目的地 Giving Directions to the Destination 152
9．提供逛街观光资料Information for Shopping Sightseeing 155
10．亲手递交包裹Delivery of Packages by Hand 157
11．代客人转交信件 Forwarding Letters 160
12．递交·寄送邮件Delivering Sending Mail 163
13．广播呼叫客人 Paging 166
14．领取钥匙时 Picking Up Room Key 168
15．因整修而要求客人换房间Room Change Due to Repairs 170
16．想多住几天却没有空房时 Wishing to Extend One s Stay but No Room Available 173
17．要求帮忙查询电话号码Looking Up a Telephone Number 176
1．结账退宿手续Check-out Procedure 180
第7篇 会计部门 THE FRONT CASHIER 180
2．由公司付账的情形Check-out by Company Account 184
3．解释信用卡限额Explaining Credit Limits 186
4．标准汇兑手续Standard Exchange Procedure 189
5．说明夜间汇兑限额Explaining the Night Change Limits 191
6．保险柜 Safety Deposit Box 194
第8篇 客房管理部 HOUSEKEEPING 198
1．说明洗衣服务时间Explaining Laundry Service Hours 198
2．洗衣服务受理程序Laundry Reception Procedure 201
3．逾时送洗衣物Too Late for That Day s Laundry 204
4．需要干洗时Dry-cleaned 206
5．补缀和去污Mending Stain Removal 208
6．衣物分送错误Mis-delivery 211
7．送洗衣物受损时When Laundry is Damaged 213
8．结账后有物品遗留在房里Checking Out but Leaving Some Items in the Room 216
回复询问遗失物品的信函 220
9．请求清理房间 Asking to Clean the Room 222
10．借用电器设备时Borrowing Equipment from Housekeeping 224
11．客房服务 Room Service 226
12．需要常备药品时Asking for Simple Medicine 228
13．提供报纸·香烟等服务Services to the Room Guest 230
14．电视故障时 When TV Is Out of Order 233
15．被锁在防火道之外时Being Locked Out of the Fire Exit 235
火灾时疏散客人实用语句 238
地震时疏散客人实用语句 240
1．外线电话的处理Outside Calls 244
第9篇转接电话 TELEPHONE OPERATORS 244
2．客房没有人回应时No Reply from the Room 247
3．广播呼叫客人Paging a Guest 249
4．被呼叫客人没有回应时No Reply from the Paged Guest 251
5．抵达时外线电话已挂断Outside Caller Being Cut Off 252
6．客房间的通话与外线电话Room-to-room Outside Calls 254
7．早晨叫醒电话 The Morning Call 256
8．代理通话服务 Answering Service 258
9．对电话占线的抱怨Complaint about a Busy Line 260
10．越洋收听人付费电话Incoming Collect Call from Overseas 262
11．越洋叫人电话Outgoing Overseas Person-to-person Call 265
12．直拨叫号电话 Station Call-direct Dialling 268
13．国际电话费用 International Rates 271
14．抱怨线路有杂音Complaints about Noise on the Line 273