一、department and position 酒店部门及职位。
1. executive office行政办公室。
2. front office前厅部。
3. housekeeping dept.房务部。
4. food & beverage dept.餐饮部。
5. financial dept.财务部。
6. sales and marketing dept.公关销售部。
7. security dept.保安部。
8. engineering dept.工程部。
9. fitness dept.康乐部。
10. assistant manager大堂副理。
11. general manager总经理。
12. deputy general manager副总经理。
13. finance controller财务部总监。
14. sales and marketing director公关销售部总监。
15. rooms division director房务部总监。
16. sales and marketing manager 市场部经理。
17. front office manager前台经理。
18. food and beverage manager餐饮部经理。
19. housekeeping manager客房部经理。
20. security manager保安部经理。
21. executive chef行政总厨。
22. supervisor主管。
23. service captain领班。
二、useful expression 常用语。
24. good morning/afternoon/evening ,sir（madam）.早上好，先生（小姐）
25. how may i help you? 我可以为您做点什么吗？
26. how are you today? 今天您感觉怎么样？
27. may i know your name? 我可以知道您的名字么？
28. nice to meet you. 很高兴见到您。
29. did you enjoy stay here? 您在这住的愉快吗？
30. welcome to our hotel/restaurant. 欢迎光临我们的宾馆/餐厅。
31. it is our pleasure to h**e you at the hotel. 您光临本酒店，我们感到非常荣幸。
32. i hope you will enjoy your stay with us. 希望您住店愉快。
33. h**e a good time. 祝您过的愉快。
34. enjoy your dinner/lunch. 请慢用。
35. if there is anything i can do for you, please call me. 如有任何需要请通知我。
36. i am always at your service. 我将随时给您提供服务。
37. good morning / afternoon / evening, (name of your department or outlet). this is lucy speaking.
how may i help you?早上好/ 下午好/ 晚上好，（部门名称）。我是lucy，可以帮您做些什么？
38. thank you for calling. 感谢您的来电。
39. i am terribly sorry about will arrange our manager to attend right away. 对这件事， 我很抱歉。
我立即去请我们的经理来处理这件事。
40. just a moment, please. /wait a minute, please. 请稍等一会儿。
41. i will be with you in a moment. 我一会儿就来。
42. sorry to h**e kept you waiting. 对不起，让您久等了。
三、front office前台。
一）reception 总台
一、 预订服务。
43. good morning. this is room reservation. may i help you? 早上好，客房预订处，我能为您做什么？
44. what kind of room would you like to reserve? 您想订哪种类型的房间？
45. a single room or a double room? 要单人间还是双人房间？
46. for which dates do you want to book the rooms? 您想订哪几天的房间呢？
47. what time will you be arriving? 您将在何时到达？
48. how long will you be staying? 您将要住多久？
49. i’d like to confirm your reservation.我要确认一下您的预订。
50. i’ll check the room **ailability.我查查客房预订情况。
51. there is a 10 per cent discount .10%的折扣。
二、 接待服务。
52. h**e you got a booking? 您预订了吗？
53. a double room costs 368 yuan per night .双人房的房价是每晚368元。
54. breakfast is also included.早餐也包括在内。
55. may i see your passport? 我能看一下您的护照吗？
56. could you fill in this form, please? 请您填一下这张登记表好吗？
57. this is your room card and room key.这是您的房卡和房间钥匙。
58. could you sign your name, please? 请您签一下名，好吗？
59. if you le**e after 6:00 p m , you’ll h**e to pay the full account.晚上六点以后退房，按全天收费计算。
60. how would you like to pay , sir , in cash or by credit card ?先生，请问您是用现金付款还是用信用卡付账？
61. i feel terribly sorry. this is the busiest season and all kinds of rooms are fully booked.
非常抱歉，这个季节人多，各种房间都订满了。
62. could you keep your room key until you check out ?请您在住宿期间自己保管钥匙，直到结帐离开。
三、 收银服务。
63. here is your bill . it’s 2000 yuan in all.这是您的账单。总共2000元。
64. please check it and sign here.请核对一下，在这里签个字。
65. i will write out a receipt for you .我给您开一张收据。
66. may i check the details for you, please? 我能为您核对账单上的详细内容吗？
67. we’ll h**e to charge you $10 extra.我们要向您额外收10美元。
68. did you make any phone calls from room, sir? 先生，您从房间打过**吗？
69. i am sorry ,sir ,there has been an error in your bill .please wait a minute while i correct it .
对不起，先生，您的帐单算错了。请稍候，我马上把它改过来。
70. is your baggage down yet, sir? could you check out after your baggage h**e been brought down, please?
先生，您的行李拿下来了吗？能请您在行李拿下来后再结帐吗？
二）concierge礼宾部
71. are these your baggage? 这些是您的行李吗？
72. is this everything, sir？这是全部东西吗，先生？
73. may i take them for you? /let me help you with your luggage.我来帮您拿好吗？ /让我来帮您拿吧。
74. the bellboy will show you to your room, sir.先生，行李生会送您到房间的。
75. you may[can] le**e your luggage in the concierge.您可以把行李放在礼宾部。
76. would you like to check your luggage here? 您要寄存行李吗？
77. don’t worry, your luggage will be sent up at once.别担心，您的行李很快就会送上去的。
78. when you check out, please call no.63and we’ll help you with your luggage immediately.
如果您要退房，请致电63，我们将马上帮您运送行李。
79. may i know your room number?/what's your room number, please? 您能告诉我您的房间号吗？
80. may i h**e a look at your room card? 我可以看一下您的房卡吗？
81. would you like me to call a taxi for you?/would you want a taxi?
你需要我为你叫一辆出租车吗？ /需要出租车吗？
82. about30 minutes by taxi from here to airport.从这里到机场大概需要30分钟。
83. after you, please．/you first, please.你先请。
84. this way, please这边请。
85. here we are, sir, room 1335. 先生，1335房到了。
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