时间：2个小时。
地点：酒店大堂。
人员：前厅部全体员工。
目的：全面掌握前台日常英语口语，提高服务水平，整体提升服务质量。
第一章预订
key sentences例句
1. good morning/evening. reservation. may i help you?
早上好/晚上好，这里是。酒店客房预订部，请问需要什么帮忙吗？
2. what can i do for you? 我能为您帮什么忙吗？
3. hold on line, please. could you please hold on? 请稍等（**中） 请稍等，好吗？
4. could you wait a minute, please? 请稍等，好吗？
5. are you with a company? 您是公司预订吗？
6. may i know you departure date? 请问您的离店日期是哪天？
7. how long will you stay with us? 请问您住几天？
8. how many people are there in your party? 您们一共几个人？
9. that will be four nights. 四个晚上。
10. may i know the arrival date, please? 请问哪天入住？
11. is it just for tonight? 请问只住今天一晚吗？
12. when do you check in? 请问您什么时候入住？
13. would you like a single room or a double room? 请问你想订单人间还是双人间？
14. what kind of room would you like/prefer? 请问您喜欢什么样的房间？
15. would you please tell me your full name, please? 请问您的全名是？
16. and your address, please? 请问您的地址？
17. may i know you telephone number, mr smith? 史密斯先生，请问您的**号码是？
may i know your company name and how would you like to settle your payment?请问您的公司全称及付款方式？
how would you like to guarantee your reservation?请问您的担保方式是？
may i take your credit card number or guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。
18. we h**e a single **ailable for those dates. 我们还有一些单人间可以接受预订在那个时间段。
19. its all right for the next week. 下个星期没有问题。
20. we do h**e a vacancy for those dates. 那段时间我们可以接受预订
21. yes, you can h**e a room on saturday. 是的，星期六您可以订到房间。
22. im afraid we wont be able to guarantee you a room after the 16th. we usually h**e high occupancies in the peak seasons.
恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。
23. im sorry, but were fully booked for single rooms. would you like to h**e a double one?
很抱歉我们的单人间已经订满了，给您订双人间怎么样？
24. im sorry, but the hotel is full on that date. 很抱歉，那天我们酒店的客房已经住满了。
25. im sorry, we dont h**e any room **ailable for that week. 很抱歉，我们那周的预订已经全满了。
26. service isnt included in the room rate. 服务费不包含在房费里
27. above rate is subject 15% service expense. 以上**需另付15%服务费
28. we offer 10% discount for group reservation, sir. 先生，团队预订可以打九折。
29. me repeat your reservation to ensure it is correct. you will arrive before……。
史密斯先生，我跟你确认一下你的预订内容：你的抵达日期是。。。
第二章前台接待
you a reservation？ 您预定过了吗？
bellman will show you the way to the banquet hall. 行李员将领您去宴会厅
you please complete this registration form? 请填写这张登记表
you sign your 请签上您的姓名
i see your passport please? 请出示您的护照
i know your name and room mumber？ 请告诉我您的名字与房间号码。
i h**e your passport or id card please？ 请出示您的护照或身份证。
would you like to make payment,by credit card or by cash? 请问您想用现金付款还是用信用卡付款？
i h**e your credit card imprint?
请出示您的信用卡，我们需要用它来压卡？
you please pay 1000as deposit? we will return the balance to you when you check out.
请您付1000元押金，我们将在您退房时将余额退还您
is your room key。 这是您的房间钥匙
room number is 246 on the second floor. 您的房间在二楼的246房。
is your key card 这是您的房卡
get the bellman to take your luggage up. 我会叫行李生帮您把行李送到房间
bellman here will take your luggage and show you the way. 这里的行李生会为您提行李，并为您带路
extend the reservation for you . 我们可以为您延长预订
you checking out today? 您今天可以结帐吗？
you like to check out now? 您今天要退房吗？
pay at the cashiers desk over there 请到那边帐台付款
theres anything you need, just ring reception. 如果您需要什么，就打**给服务台。
of the bad weather, the swimming pool wont be open today. 因为天气不好，今天游泳池不开放。
phone number of our hotel is xxxxxxx. 我们酒店的**号码是xxxxxxx.
dial 9 before you dial the number. 拔号码前请先拔9.
第三章总机
1good morning (afternoon, evening), operator, speaking, may i help you? 您好！这里是总机 ，能帮您忙吗？
from outside 外线打来
good morning (afternoon, evening),.may i help you? 您好！有什么可以帮您？
2. hold the line please, sir/madam, well put you through to dept./guest name.
先生/小姐，请您稍等，我帮您接去 （部门）/接洽 （人名）。
3. im sorry, sir/madam, the line is busy, would you mind calling back later? 很抱歉，先生/小姐，**占线，请您稍候再打。
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