hellokety23
04-03-2011, 06:29 AM
A long distance call reservation 长途电话预订
R: ******hotel. Reservation**speaking, may I help you?
B: I’m calling from New York. I’d like to book a room in your hotel.
R: Thank you for calling! May I know your arrival and departure dates?
B: from Oct 26th to Oct 29th.
R: Thank you for waiting, yes sir we can book a room for you on that days. So what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites. Which would you like?
B: suite, please
R: would you like breakfast?
B: no, thanks.
R: can you give me your name please, sir?
B: Brawn.
R: thank you, Mr. Brown.
R: very well, Mr. Brawn, a suite without breakfast from Oct 26th to Oct 29th. am I correct ?
B: yes, thank you.
R: what time will you be arriving, Mr. Brown?
B: Around 5:00 p.m.
R: All right. You’ll be expected to be here then.
B: that’s fine. Thank you. Good-bye.
R: Thank you for calling. Good-bye.
A LOCAL CALL RESERVATION 本地电话预订
R: ******hotel. Reservation**speaking, may I help you?
C: I’d like to book a single room with shower for Mr Smith. He plans to arrive on the 20th of this month.
R: can you spell it for me?
C: s-m-I-t-h.
R: thank you.
R: How long will he staying?
C: I don’t know, but it could be anything from seven to ten days.
R: then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.
C: what if there isn’t any room then?
R: don’t worry, sir. We can either put him on a waiting list or find him a room in a nearby hotel.
C: fine. Hw much do you charge for a single room with breakfast?
R: for on night, the hotel cost would be 20000 yuan. How will he be paying, sir?
C: his company will cover all the expenses. We’ll send you a check right away.
R: Thank you. sir. Here is your booking information, a single room with breakfast from May 20th to 27th for Mr. smith. Am I right?
C: that right, thank you.
R: thank you for calling. Good-bye。
Change the reservation更换预订
R: ******hotel. Reservation**speaking, may I help you?
C: I’m Smith. I’ve booked a single room with shower on the 20th of this month.
R: Can you wait for a while? Thank you for waiting, yes sir we get your reservation on that date. So anything we can do for your?
G: I’m like to change my reservation to 25th this month for 3 day.
R: If so can you wait for a second I’ll check if we can offer you a room on that date thank you for waiting, yes sir we can offer you a single room with show on Sep 25th to Sep 28th. Can you tell me when did you plan to arrive at our hotel?
G: Maybe 7PM.
R: So Mr smith we will keep the room for you before 8 o’clock.
G: That be fine.
R: Anything else we can do for you?
G: NO thank you.
R: Thank you for your calling, and we look forward to serve you.
１、接收客人更改预订信息：询问要求更改预订客人的姓名及原始到达日期和离店日期；询问客人现要更改的 内容；
２、确认更改预订：在确认新的内容之前，如果客人要更改的是日期、先要查寻客房出租情况；在有空房情况 下，为客人确认更改预订并填写预订更改单；重复并记录更改内容及预订代理人的姓名及联系电话；
３、存档：将原始预订单找出；将更改的预订单放置上面订在一起；按日期存档；
４、未确认预订的处理：如果客人需要更改的内容 是日期，饭店客房已订满，应及时向客人解释；告知客人 预订暂时放在后补名单上；如果饭店有空房时，及时与客人联系；
1、接到取消预订信息：询问要求取消预订客人的姓名、到达日期、离开日期及取消的原因
２、确认取消预订：记录取消预订人或预订代理人的姓名及联系电话；
３、处理取消预订：感谢预订人将取消预订要求及时通知饭店；询问客人是不要做下一个阶段的预订；将预订 取消的信息输入电脑；
USEFUL EXPERSSIONS FOR RESERVATION
-What was the date of the reservation?
-I’m afraid we have no record of a reservation in your name. When did you make the reservation?
-I’m afraid we have no record of a reservation for that date in your name.
-Shall I make a reservation for you?
-Is this a new reservation or a confirmation call?
-Do you have a reservation or do you wish to make one?
-Do you remember the name of the reservation clerk?
-Do you remember the name of the clerk who accepted the reservation?
-In whose name was the reservation made?
-The room may have been reserved in the name of the person who made the reservation.
-When was the reservation made?
-Do you have a letter or telex confirming the reservation?
-When did you make the reservation?
-When was it made?
-From which country?
-Who made the reservation?
-I’m sorry, but I haven’t got any record of that.
-Would you like me to get you a room in another hotel?
Reception 前台接待
Ⅰ Check In入住登记
. Individual guests without reservation 接待无预订散客
(R: receptionist G: guest)
R: Good morning, sir. What can I do for you?
G: Good morning, I would like to have a twin-bedded room.
R: Just a moment, please. I have to check if there’s a room available. Yes, sir we can offer you a room for the date. Would you like one with private bath?
G: Yes, please, and looking over the lake, if possible.
R: Room No .18, 6th floor, then.
G: What is the rate?
R: RMB530 yuan per day.
G: Are meal included?
R: No, it is for the room only. If you want a breakfast, for the guest who stay in our hotel we offer 20% discount. For Chinese it 57 yuan per person, for western it is 114 yuan per person.
G: Very good, we’ll take it. And what is your check out time?
R: Our check out time is 12:00 noon. Will you please show me your passports ?
G: All right. Here is my passport. And my friend will also show you his passport.
R: How are you going to pay, in cash or by credit card?
G: Could I pay with traveler’s checks?
R: Certainly. Thanks you, here is the room key, Have a pleasant stay. The bellboy will show you up.
. Receiving a walk-in guest 接待自来客
(R: receptionist G: guest)
R: Good afternoon, sir. May I help you?
G: Yes, please. I’ve just arrived from Hong Kong. Could you let me have a room for this evening?
R: Have you made a reservation, sir?
G: I’m afraid not.
R: How many people do you have, please?
G: Just one. I’m alone.
R: Just a moment, please. I have to check if there’s a room available
Oh, sorry, sir. All the rooms are booked up. But I think we’ll be able to arrange for a room after six o’clock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?
G: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. I’ll just wait here till six.
R: You are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any help, do let us know.
G: Thanks No problem.
. Guests rooms already reserved 接待有预订客人
(R: receptionist G: guest)
R: Good afternoon. What can I do for you?
G: Yes, my wife and I have booked a double room. My name is Smith.
R: Mr. Smith, just a minute please. Yes Mr. Smith, a double room is reserved under your name by China International Travel service. According to our record, you’ll be staying here until 18th of this month.
G: Yes, that’s right.
R: Would you please show me your passport? Thank you, here is your possport.
(R: Would you please fill in the registration card?
Excuse me, Mr. Smith, you have forgotten to fill in your passport numbers.
G: Is it necessary to fill in?
R: Yes, sir. The hotel in China requires ever guest to fill in his passport number.)
G: Can you give us a room with a street view?
R: Just a moment, please. Let me check.…
Yes, Mr. Smith. We can give you a room with street view at the rate of RMB 480 yuan per day.
G: That doesn’t sound expensive. I’ll accept it. But will you add service charge and government tax?
R: No, we didn’t add such charges. So, Mr. Smith, here is your key and your room number is 1031.it is on the 10th floor.
G: Thank you. Where can I find a bellboy?
R: All right. I’ll send one to pick up your luggage and lead you up to your room.
G: Thank you.
R: It’s my pleasure to serve you. Please enjoy your stay here.
Group check in 团队入往
R: Good afternoon. Welcome to our hotel:
1) Your room keys and breakfast meal vouchers are in the envelopes on this desk.
2) Breakfast will be served from 7a.m. tomorrow at the coffee shop on the first floor. Could you hand your meal vouchers to the waiter when you arrive there?
3) The Lobby is in the 2nd floor. Please press the L button in the elevator.
4) The door of your room locks automatically. Please make sure that you have your room key when you leave the room. You may keep your room key until you check our.
5) Room to room calls may be made from your room. Please dial 2 first and then the room number.
6) Outside calls may be made from your room. Please dial 0 first and then the number.
7) Please read the emergency instructions on your room door. Your nearest emergency exit is also shown.
8) Could you pay any incidental charges at the Front Cashier’s Desk when you check out? You may hand in your room keys at that time.
9) We will deliver your baggage to your room soon. Could you place your bags in front of your room by 7:30 tomorrow morning? The bellman will collect them.
10) Your departure time is at 9a.m.Could you be here by 8:50 a.m. at the latest?
. Change money 外币兑换
(G: guest c: cashier)
C: Good afternoon, sir. Can I help you?
G: I’d like to change some US dollars and I ‘d like to know today’s exchange rate.
C: According to today’s exchange rate, every dollar in cash is equivalent to 8.17 yuan. FEC. How much would you like to change, sir?
G: Well, I’ll change one hundred and here’s the money.
C: Would you please fill in this form?
G: All right.
C: Please write your name, passport number and room number on the slip.
G: Here you are.
C: Thank you. You’ll have it right away. Will you sign your name here on this memo?
G: Ok. Will you please give me some one-yuan notes/ I need some small change.
C: All right. Mr. Bellow, here it is. Please have a check and keep the exchange memo.
G: Oh, yes, thanks. By the way, can you tell me what I shall so with the FEC left with me?
C: You’ll have to go to the Bank Of China or the airport exchange office to change it back into dollars.
G: I see. Thanks.
C: You are welcome.
Change a room
R: Good morning, sir. What can I do for you.
G: I’m Bellow. I’m in room 908. can you change a room for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.
R: I’m awfully sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when all is quiet.
G: anyhow I’d like to change our room.
R: No problem, sir. We’ll manage it but we don’t have any spare room today. Could you wait till tomorrow? The American people-to �people Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.
G: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.
R: Be sure. I’ll make a note of that. Every thing will be taken care of. And if there is anything more you need, please let us know.
Ⅱ Check out 退房
. The guest pays in cash 现金结帐
(R: reception G: guest)
G: I am Harrison from room 503. I want to check out. Well you please make out my bill?
C: Thank you. Could you give me your room key and the receipt for the de posit please. (did you use the mini bar or did you sign the bill in the hotel, this morning?) Thank you Just a moment, please. M.R Harrison in room 503,Here is the bill. It comes to 888.00yuan, Mr. Harrison.
G: All right. Here is 900.00 yuan.
C: Thanks. Here is your change, please.
G: That’s correct. Good-bye.
C: Thank you very much. Good-bye.
. The guest pays with traveler’s cheques 旅行支票结帐
C: Good morning. May I help you?
G: Yes, I want to check out, please. My name is Dr Brown.
C: Just a moment, please. Dr Brown Were you in room 306?
G: Yes.
C: Here’s your bill, Dr Brown. Would you like to check it?
G: Can I pay with traveler’s cheques?
C: Certainly.
G: What’s the exchange rate for dollars?
C: 8 yuan 20 to one dollar. And here is you receipt. Thank you.
G: Thank you. Good-bye.
. The client pays with a credit card 信用卡结帐
C: Good morning, sir. May I help you?
G: I ‘d like to check out now. My name is Mr. Bell and I was in room 0420.
C: Just a moment, please, Mr. Bell… Did you make any phone calls from your room?
G: Yes.
C: How many did you make?
G: I don’t know exactly
C: Just a moment, I’ll have to check with the operator. Here you are, sir.
G: I don’t understand, what’s this for?
C: That’s for the drinks you ordered from your room.
G: Do you take credit cards?
C: Yes, we do, but since the amount exceeds $500. I’ll have to ask for the approval code, just a moment, please. Can you sign here, please? Thank you and here is your receipt.
G: Thank you.
Separate bills 分帐
G: I am in room 374. I’m going to leave tomorrow. Will you make out two separate bills for me? I pay for my meals, and my company pays for the room.
C: very well, sir. When will you leave tomorrow?
G: At three o’clock in the afternoon.
C: Then you will pay 50% of the room of rate, because the check out time of our hotel is 12:00 noon.
G: It will do. I’ll come here tomorrow to pay the bill. Good-bye.
C: See you tomorrow, sir.………
G: Good afternoon. Shall I pay my bill now?
C: Yes, sir. Please wait just a few minutes. I’ll make out two separate bills for you. Thank you. Mr. Harrison. Sorry to keep you waiting. Here are your two bills. It is 1200yuan in total.
G: Very good. Here is 1200 yuan.
C: Thank you, sir. Please do come again.
G: Fine. I’ll come again, bye.
To sign bill 签单
G: I have a Traveler’s cheque in American dollar. Do you accept it to pay for my hotel bill?
C: Yes, sir. We accept American dollar Traveler’s cheques.
G: What is the exchange rate?
C; According to the today’s rate 100U.S. dollars travller’s cheque can be converted to 817RMB yuan..
G: I am in room 527. I am leaving this afternoon. Please make out the bill for me.
C: Very well, sir. I’ll make out your bill right away. According to my record, your room will be paid by your host party.
G: Oh, is that so? It is too generous.
C; Thank you for waiting, sir. Here are two bills. Please sign this one for the room and the other one for the meals, in the amount of 780yuan R.M.B.
G: Thank you. By the way, does the bill for the meals include the service charge?
C: Yes. The bill includes the service charge.
G: That’s fine. Here is a Traveler’s cheque in the amount of 100 U.S. dollars.
C: Yes, sir. Would you please sign your Traveler’s cheque?
G: Oh, sorry. I forgot to sign.
C: Thank you. Here is your change.
Charging more加收房费
R: Good morning. May I help you?
G: My flight doesn’t leave till 5:45p.m. and I don’t want to wait around at the airport all day. Could I still rest in the room this afternoon?
R: Excuse me, sir. According to our regulations. A half day’s rent is charged against a room not vacated by 12:00 noon. If you want to deep your room this afternoon, we’ll have to charge you 50% of the price.
G: What? Ask for money again? I have settled accounts, I won/’t pay more for the two or three hours. No more! Do you hear?
R: We’d like to help you as we can. You may leave your baggage here until 4:30. just speak to the porter and he’ll take care of it free of charge, of course.
G: But damn it! I won’t give you on e more cent!
R: The porter will keep your baggage free of charge, sir. And you’re welcome to rest in the lobby.
G: No. I insist on having a rest in the room.
R: Then, if you’ll wait a moment, please, sir? I’ll ask our manager to come and take care of your request.
Useful expressions: 常用表达方式
1、When a guest thanks you
-You are (most) welcome.
-That’s all right.
-Glad to be of service.
-My pleasure. (With pleasure, it’s a pleasure.)
2、When guest offer you something.
-No, thank you, you’re very kind.
-It’s very (awfully) kind of you, but no, thank you all the same.
3、When you thank other.
-Thanks (a lot).
-Thank you (very much, ever so much)
-Thank you for your
-I’m very much obliged to you.
-I’m very grateful to you.
4.What is your nationality, please?
5. What is your profession, please?
6.Where do you come from, please?
7.How long will you stay here? How many days will you stay in our hotel?
8. How many rooms do you need?
9. Well, please ask C.I.T.S. make necessary arrangement with our hotel.
10.Who will pay the bill, please? Will you pay it or your host organization?
11.We do not accept any personal checks.
12.We honor traveler’s checks only when they are countersigned in front of us.
13. Please keep your exchange memo.
14. R.M.B. is prohibited by our government from being brought into or taken out of our country.
15.Private foreign exchange transactions are prohibited.
Asking the way
-B is next to A. A is next to B.
-B is between A and C.
-D is on top of E. E is under D.
-H is along the hallway on the left.
-I is along the hallway on the right.
-J is to the left.
-K is to the right.
-L is at the end of the hallway to the left.
-M is at the end of the hallway to the right.
-N is through o.
-Can you tell me the way to Banquet Hall, please?
The bellman will show you the way.
-Could you direct us to the coffee shop?
Yes, I’ll show you the way myself.
-We are looking for the Beauty Parlor.
It’s on the 2nd floor beside the French salon.
-Is this the right way for the flower shop?
Yes, it is. Along the corridor, past the bar, you will find it on the right.
-I’m looking for conference room, number 2.
They’re all facing the open lounge. Go along to your right. Past the elevators and up the stairs.
-Am I going the right way for the health club?
-Along the corridor to your right, turn left, go down the stairs, along a bit further and out into the yard.
-Shall I draw you a map?
-I think it could be better to take a taxi, sir.
-Shall I write directions for the taxi driver?
-Most taxi drivers do not speak English, it is helpful if you have your destination written in Chinese.
-When you return to the hotel, please show this hotel card to the taxi driver.
USEFUL EXPERSSIONS FOR FRONT OFFICE
1、Accepting a booking
-I can book you a room for the … (date)
-We can confirm a room for the … (date)
-It’s okay for the … (date)
2、 Refusing a booking
-Unfortunately we’re fully booked for … but … I can book you a room for the
-If there isn’t any room, we can get you on a waiting list or we can fond you a room in another hotel.
-We won’t be able to guarantee you a room for the … (date)
3、Finding out what the client wants
-What kind of room would you like?
-Would you like breakfast?
-When for?
-How long do you plan to stay?
-How long will you be staying?
-For how long?
-Is it just for one night?
4、Giving information about prices
-For … the price would be …
-A twin room costs…
-The total cost would be …
-The price includes…
-Is also included…
-There’s a 10% reduction for …
-We have a special package plan for …
-We’ll have to charge you ( price) … extra.
5、Giving the client information about the hotel
-Our hotel is located near
-We’ve got…
-I’m sorry, we haven’t got
-We’re fully equipped for that.
-Would you line us to send you a brochure?
6、Advance information on payment
-How will you be paying the bill?
-Yes, We accept
-Who’ll be paying the bill?
-You’ll have to send us
-You have to send us a deposit of
-Since the company is located in another country ,they’ll have to send us a deposit of
-Is the company willing to cover all expenses?
7、Getting details of arrival
-What time will you be arriving?
-Will you be arriving before(after)…
-What’s your flight number,prada (http://www.epradastore.com), please, in case the plane’s late?
8、Finding out who the client is
-Could you give me your name, please?
-Who’s the reservation for?
-Can you have me your address, please?
-What’s your address, please?
9、asking the client for his name and room number.
-What’s your room number?
-Were you in room X?
-Can you tell me your room number, please?
-May I have your number, please?
10、presening the bill to the client
-Did you have breakfast this morning?
-Did you make any phone calls from your room?
-How many phone calls did you make?
-I’ll calculate your bill for you.
-That’ll be
-Your bill comes to …
-The total amount is …
-Our check-out time is noon, but you used the room until 6 p.m. , I’m afraid that for late check out we charge an extra 50% of the room rate.
-Here ‘s your bill. Would you like to check it?
-Would you like to check and see if the amount is correct.
-We had to charge you for…
-That’s for the phone calls you made.
-That’s for the… you ordered from your room.
-Here’s your receipt. Cheques and credit cards
-What kind have you got?
-What kind is it (are they)?
-Have you got a bank card?
-I’m sorry. We don’t accept personal cheques.
-It is the policy of the hotel.
-Yes, we do, but since the amount exceeds. I’ll have to get the approval code.
-Yes, but you’ll have give me your name and address.
-You’ll have to show me your passport or some other form of identification.
-I do apologize, Mr. Lin the amount of your stay was not approved on your
Credit card, and do you have any other card please?
-May I take a imprint of our credit card?
-I’m a afraid he isn’t in the room, would you like to leave a message r call later?
we can’t offer corporate discount as you booked through a travel agency and have already received the travel agency’s discount on our room rate.
-Without the guest’s permission, I can’t tell you the room number.
-How are you going to share these three rooms? I’ll try to give you two rooms on the same floor as close together as possible.
-I’m sorry Mr. Cohenm but according to the law set by the Chinese government if you can’t provide a marriage certificate we are not allowed to let you register in one room.
-Would it be possible for you to move by 12:00 am in this morning, so that we can prepare the room for the next guest?
- I need to check with the Front Office Manager regarding your request. May I call you back in 10minutes?
-Excuse me, your room is on the non-smoking floor, all of the guest including the visitor are not allowed to smoke.
-I’m sorry, Mr. Wang, but our housekeeping department didn’t notice your visitor has left and it’s out policy to ensure all visitors depart by 11:00pm. Sorry to have caused you such an inconvenience.
- What denomination would you like, sir
Ⅲ The Bellman行李员
. Bringing the guest to the front desk 将客人引至前台
B: Good evening, Sir. Welcome to our hotel.
G: Thank you.
B: How many pieces of luggage do you have?
G: Just these three.
B: Two suitcases and one bag. Is that right?
G: Yes. That’s all.
B: I’ll show you to the Front Desk. This way. Please I will put your bags by the post over there.
G: I see. Thank.
B: Another bellman will show you to your room when you have finished checking in.
G: O.K. Fine.
B: Please enjoy your stay.
. Carrying baggage for F.I.T. 为散客提行李
B: Good evening, madam and sir. I’m the bellman,
Mr. Bellow and Mrs. Bellow: Good evening.
B: Very glad to have you here. I’ll carry the baggage up to your room.
G: Thank you.
B: Let me carry your baggage. Are these all yours?
G: Four pieces, Henry?
G: Yes.
B: Allow me, madam. Leave it to me, I’ll do that for you.
G: Thanks.
B: It’s my pleasure. This way, please.
Here we are. Please take this elevator to the ninth floor.( The floor attendant will meet your elevator entrance there and show you to Room 908.) I’ll take the baggage elevator and get your suitcases up to the room.
G: Very good. See you then.
B: See you.
Carry baggage for group 为团队提行李
B: Excuse me, sir. May I take your luggage for your group? How many piece of luggage do you have?
G: Ten piece.
B: Oh, one is missing. Let’s check it. May be it’s still on the bus.
G: That’s it. I forgot to bring it down.
B: Don’t worry about it let’s inquire of the China International Travel Service about your luggage. Sir, your luggage is on the way now. You can wait in your room when it arrived at the hotel we will send it to your room.
G: Thank you very much.
B: It’s my pleasure. And the luggages of your group will be delivered to your rooms within ten minutes. Hope you enjoy your stay at our hotel.
G: I certainly will.
. Depositing Bags 寄存行李
G: I’d like to leave this with you.
B: Certainly, ma’am. Is there anything valuable or breakable in your bay?
G: No.
B: Thank you, here is your tab No.33.
G: When does the cloakroom close?
B: This cloakroom is open until 9:00 p.m.(24 hour)
G: I see. Thank you.
B: You’re welcome.
G: That’ll be fine.
B: Just a moment, while I call the station. I’m sorry, there aren’t any more seats left on the 2:15 train, but there is a train leaving on Saturday morning. That’s No.79 special express. It will leave at 7 a.m. What do you think of it, sir?
G: Well, I suppose I’ll have to take that one. My name is Henry Bellow. And here’s the money for booking.
B: I wish you a wonderful trip to Guangzhou.
R: ******hotel. Reservation**speaking, may I help you?
B: I’m calling from New York. I’d like to book a room in your hotel.
R: Thank you for calling! May I know your arrival and departure dates?
B: from Oct 26th to Oct 29th.
R: Thank you for waiting, yes sir we can book a room for you on that days. So what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites. Which would you like?
B: suite, please
R: would you like breakfast?
B: no, thanks.
R: can you give me your name please, sir?
B: Brawn.
R: thank you, Mr. Brown.
R: very well, Mr. Brawn, a suite without breakfast from Oct 26th to Oct 29th. am I correct ?
B: yes, thank you.
R: what time will you be arriving, Mr. Brown?
B: Around 5:00 p.m.
R: All right. You’ll be expected to be here then.
B: that’s fine. Thank you. Good-bye.
R: Thank you for calling. Good-bye.
A LOCAL CALL RESERVATION 本地电话预订
R: ******hotel. Reservation**speaking, may I help you?
C: I’d like to book a single room with shower for Mr Smith. He plans to arrive on the 20th of this month.
R: can you spell it for me?
C: s-m-I-t-h.
R: thank you.
R: How long will he staying?
C: I don’t know, but it could be anything from seven to ten days.
R: then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.
C: what if there isn’t any room then?
R: don’t worry, sir. We can either put him on a waiting list or find him a room in a nearby hotel.
C: fine. Hw much do you charge for a single room with breakfast?
R: for on night, the hotel cost would be 20000 yuan. How will he be paying, sir?
C: his company will cover all the expenses. We’ll send you a check right away.
R: Thank you. sir. Here is your booking information, a single room with breakfast from May 20th to 27th for Mr. smith. Am I right?
C: that right, thank you.
R: thank you for calling. Good-bye。
Change the reservation更换预订
R: ******hotel. Reservation**speaking, may I help you?
C: I’m Smith. I’ve booked a single room with shower on the 20th of this month.
R: Can you wait for a while? Thank you for waiting, yes sir we get your reservation on that date. So anything we can do for your?
G: I’m like to change my reservation to 25th this month for 3 day.
R: If so can you wait for a second I’ll check if we can offer you a room on that date thank you for waiting, yes sir we can offer you a single room with show on Sep 25th to Sep 28th. Can you tell me when did you plan to arrive at our hotel?
G: Maybe 7PM.
R: So Mr smith we will keep the room for you before 8 o’clock.
G: That be fine.
R: Anything else we can do for you?
G: NO thank you.
R: Thank you for your calling, and we look forward to serve you.
１、接收客人更改预订信息：询问要求更改预订客人的姓名及原始到达日期和离店日期；询问客人现要更改的 内容；
２、确认更改预订：在确认新的内容之前，如果客人要更改的是日期、先要查寻客房出租情况；在有空房情况 下，为客人确认更改预订并填写预订更改单；重复并记录更改内容及预订代理人的姓名及联系电话；
３、存档：将原始预订单找出；将更改的预订单放置上面订在一起；按日期存档；
４、未确认预订的处理：如果客人需要更改的内容 是日期，饭店客房已订满，应及时向客人解释；告知客人 预订暂时放在后补名单上；如果饭店有空房时，及时与客人联系；
1、接到取消预订信息：询问要求取消预订客人的姓名、到达日期、离开日期及取消的原因
２、确认取消预订：记录取消预订人或预订代理人的姓名及联系电话；
３、处理取消预订：感谢预订人将取消预订要求及时通知饭店；询问客人是不要做下一个阶段的预订；将预订 取消的信息输入电脑；
USEFUL EXPERSSIONS FOR RESERVATION
-What was the date of the reservation?
-I’m afraid we have no record of a reservation in your name. When did you make the reservation?
-I’m afraid we have no record of a reservation for that date in your name.
-Shall I make a reservation for you?
-Is this a new reservation or a confirmation call?
-Do you have a reservation or do you wish to make one?
-Do you remember the name of the reservation clerk?
-Do you remember the name of the clerk who accepted the reservation?
-In whose name was the reservation made?
-The room may have been reserved in the name of the person who made the reservation.
-When was the reservation made?
-Do you have a letter or telex confirming the reservation?
-When did you make the reservation?
-When was it made?
-From which country?
-Who made the reservation?
-I’m sorry, but I haven’t got any record of that.
-Would you like me to get you a room in another hotel?
Reception 前台接待
Ⅰ Check In入住登记
. Individual guests without reservation 接待无预订散客
(R: receptionist G: guest)
R: Good morning, sir. What can I do for you?
G: Good morning, I would like to have a twin-bedded room.
R: Just a moment, please. I have to check if there’s a room available. Yes, sir we can offer you a room for the date. Would you like one with private bath?
G: Yes, please, and looking over the lake, if possible.
R: Room No .18, 6th floor, then.
G: What is the rate?
R: RMB530 yuan per day.
G: Are meal included?
R: No, it is for the room only. If you want a breakfast, for the guest who stay in our hotel we offer 20% discount. For Chinese it 57 yuan per person, for western it is 114 yuan per person.
G: Very good, we’ll take it. And what is your check out time?
R: Our check out time is 12:00 noon. Will you please show me your passports ?
G: All right. Here is my passport. And my friend will also show you his passport.
R: How are you going to pay, in cash or by credit card?
G: Could I pay with traveler’s checks?
R: Certainly. Thanks you, here is the room key, Have a pleasant stay. The bellboy will show you up.
. Receiving a walk-in guest 接待自来客
(R: receptionist G: guest)
R: Good afternoon, sir. May I help you?
G: Yes, please. I’ve just arrived from Hong Kong. Could you let me have a room for this evening?
R: Have you made a reservation, sir?
G: I’m afraid not.
R: How many people do you have, please?
G: Just one. I’m alone.
R: Just a moment, please. I have to check if there’s a room available
Oh, sorry, sir. All the rooms are booked up. But I think we’ll be able to arrange for a room after six o’clock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?
G: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. I’ll just wait here till six.
R: You are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any help, do let us know.
G: Thanks No problem.
. Guests rooms already reserved 接待有预订客人
(R: receptionist G: guest)
R: Good afternoon. What can I do for you?
G: Yes, my wife and I have booked a double room. My name is Smith.
R: Mr. Smith, just a minute please. Yes Mr. Smith, a double room is reserved under your name by China International Travel service. According to our record, you’ll be staying here until 18th of this month.
G: Yes, that’s right.
R: Would you please show me your passport? Thank you, here is your possport.
(R: Would you please fill in the registration card?
Excuse me, Mr. Smith, you have forgotten to fill in your passport numbers.
G: Is it necessary to fill in?
R: Yes, sir. The hotel in China requires ever guest to fill in his passport number.)
G: Can you give us a room with a street view?
R: Just a moment, please. Let me check.…
Yes, Mr. Smith. We can give you a room with street view at the rate of RMB 480 yuan per day.
G: That doesn’t sound expensive. I’ll accept it. But will you add service charge and government tax?
R: No, we didn’t add such charges. So, Mr. Smith, here is your key and your room number is 1031.it is on the 10th floor.
G: Thank you. Where can I find a bellboy?
R: All right. I’ll send one to pick up your luggage and lead you up to your room.
G: Thank you.
R: It’s my pleasure to serve you. Please enjoy your stay here.
Group check in 团队入往
R: Good afternoon. Welcome to our hotel:
1) Your room keys and breakfast meal vouchers are in the envelopes on this desk.
2) Breakfast will be served from 7a.m. tomorrow at the coffee shop on the first floor. Could you hand your meal vouchers to the waiter when you arrive there?
3) The Lobby is in the 2nd floor. Please press the L button in the elevator.
4) The door of your room locks automatically. Please make sure that you have your room key when you leave the room. You may keep your room key until you check our.
5) Room to room calls may be made from your room. Please dial 2 first and then the room number.
6) Outside calls may be made from your room. Please dial 0 first and then the number.
7) Please read the emergency instructions on your room door. Your nearest emergency exit is also shown.
8) Could you pay any incidental charges at the Front Cashier’s Desk when you check out? You may hand in your room keys at that time.
9) We will deliver your baggage to your room soon. Could you place your bags in front of your room by 7:30 tomorrow morning? The bellman will collect them.
10) Your departure time is at 9a.m.Could you be here by 8:50 a.m. at the latest?
. Change money 外币兑换
(G: guest c: cashier)
C: Good afternoon, sir. Can I help you?
G: I’d like to change some US dollars and I ‘d like to know today’s exchange rate.
C: According to today’s exchange rate, every dollar in cash is equivalent to 8.17 yuan. FEC. How much would you like to change, sir?
G: Well, I’ll change one hundred and here’s the money.
C: Would you please fill in this form?
G: All right.
C: Please write your name, passport number and room number on the slip.
G: Here you are.
C: Thank you. You’ll have it right away. Will you sign your name here on this memo?
G: Ok. Will you please give me some one-yuan notes/ I need some small change.
C: All right. Mr. Bellow, here it is. Please have a check and keep the exchange memo.
G: Oh, yes, thanks. By the way, can you tell me what I shall so with the FEC left with me?
C: You’ll have to go to the Bank Of China or the airport exchange office to change it back into dollars.
G: I see. Thanks.
C: You are welcome.
Change a room
R: Good morning, sir. What can I do for you.
G: I’m Bellow. I’m in room 908. can you change a room for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.
R: I’m awfully sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when all is quiet.
G: anyhow I’d like to change our room.
R: No problem, sir. We’ll manage it but we don’t have any spare room today. Could you wait till tomorrow? The American people-to �people Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.
G: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.
R: Be sure. I’ll make a note of that. Every thing will be taken care of. And if there is anything more you need, please let us know.
Ⅱ Check out 退房
. The guest pays in cash 现金结帐
(R: reception G: guest)
G: I am Harrison from room 503. I want to check out. Well you please make out my bill?
C: Thank you. Could you give me your room key and the receipt for the de posit please. (did you use the mini bar or did you sign the bill in the hotel, this morning?) Thank you Just a moment, please. M.R Harrison in room 503,Here is the bill. It comes to 888.00yuan, Mr. Harrison.
G: All right. Here is 900.00 yuan.
C: Thanks. Here is your change, please.
G: That’s correct. Good-bye.
C: Thank you very much. Good-bye.
. The guest pays with traveler’s cheques 旅行支票结帐
C: Good morning. May I help you?
G: Yes, I want to check out, please. My name is Dr Brown.
C: Just a moment, please. Dr Brown Were you in room 306?
G: Yes.
C: Here’s your bill, Dr Brown. Would you like to check it?
G: Can I pay with traveler’s cheques?
C: Certainly.
G: What’s the exchange rate for dollars?
C: 8 yuan 20 to one dollar. And here is you receipt. Thank you.
G: Thank you. Good-bye.
. The client pays with a credit card 信用卡结帐
C: Good morning, sir. May I help you?
G: I ‘d like to check out now. My name is Mr. Bell and I was in room 0420.
C: Just a moment, please, Mr. Bell… Did you make any phone calls from your room?
G: Yes.
C: How many did you make?
G: I don’t know exactly
C: Just a moment, I’ll have to check with the operator. Here you are, sir.
G: I don’t understand, what’s this for?
C: That’s for the drinks you ordered from your room.
G: Do you take credit cards?
C: Yes, we do, but since the amount exceeds $500. I’ll have to ask for the approval code, just a moment, please. Can you sign here, please? Thank you and here is your receipt.
G: Thank you.
Separate bills 分帐
G: I am in room 374. I’m going to leave tomorrow. Will you make out two separate bills for me? I pay for my meals, and my company pays for the room.
C: very well, sir. When will you leave tomorrow?
G: At three o’clock in the afternoon.
C: Then you will pay 50% of the room of rate, because the check out time of our hotel is 12:00 noon.
G: It will do. I’ll come here tomorrow to pay the bill. Good-bye.
C: See you tomorrow, sir.………
G: Good afternoon. Shall I pay my bill now?
C: Yes, sir. Please wait just a few minutes. I’ll make out two separate bills for you. Thank you. Mr. Harrison. Sorry to keep you waiting. Here are your two bills. It is 1200yuan in total.
G: Very good. Here is 1200 yuan.
C: Thank you, sir. Please do come again.
G: Fine. I’ll come again, bye.
To sign bill 签单
G: I have a Traveler’s cheque in American dollar. Do you accept it to pay for my hotel bill?
C: Yes, sir. We accept American dollar Traveler’s cheques.
G: What is the exchange rate?
C; According to the today’s rate 100U.S. dollars travller’s cheque can be converted to 817RMB yuan..
G: I am in room 527. I am leaving this afternoon. Please make out the bill for me.
C: Very well, sir. I’ll make out your bill right away. According to my record, your room will be paid by your host party.
G: Oh, is that so? It is too generous.
C; Thank you for waiting, sir. Here are two bills. Please sign this one for the room and the other one for the meals, in the amount of 780yuan R.M.B.
G: Thank you. By the way, does the bill for the meals include the service charge?
C: Yes. The bill includes the service charge.
G: That’s fine. Here is a Traveler’s cheque in the amount of 100 U.S. dollars.
C: Yes, sir. Would you please sign your Traveler’s cheque?
G: Oh, sorry. I forgot to sign.
C: Thank you. Here is your change.
Charging more加收房费
R: Good morning. May I help you?
G: My flight doesn’t leave till 5:45p.m. and I don’t want to wait around at the airport all day. Could I still rest in the room this afternoon?
R: Excuse me, sir. According to our regulations. A half day’s rent is charged against a room not vacated by 12:00 noon. If you want to deep your room this afternoon, we’ll have to charge you 50% of the price.
G: What? Ask for money again? I have settled accounts, I won/’t pay more for the two or three hours. No more! Do you hear?
R: We’d like to help you as we can. You may leave your baggage here until 4:30. just speak to the porter and he’ll take care of it free of charge, of course.
G: But damn it! I won’t give you on e more cent!
R: The porter will keep your baggage free of charge, sir. And you’re welcome to rest in the lobby.
G: No. I insist on having a rest in the room.
R: Then, if you’ll wait a moment, please, sir? I’ll ask our manager to come and take care of your request.
Useful expressions: 常用表达方式
1、When a guest thanks you
-You are (most) welcome.
-That’s all right.
-Glad to be of service.
-My pleasure. (With pleasure, it’s a pleasure.)
2、When guest offer you something.
-No, thank you, you’re very kind.
-It’s very (awfully) kind of you, but no, thank you all the same.
3、When you thank other.
-Thanks (a lot).
-Thank you (very much, ever so much)
-Thank you for your
-I’m very much obliged to you.
-I’m very grateful to you.
4.What is your nationality, please?
5. What is your profession, please?
6.Where do you come from, please?
7.How long will you stay here? How many days will you stay in our hotel?
8. How many rooms do you need?
9. Well, please ask C.I.T.S. make necessary arrangement with our hotel.
10.Who will pay the bill, please? Will you pay it or your host organization?
11.We do not accept any personal checks.
12.We honor traveler’s checks only when they are countersigned in front of us.
13. Please keep your exchange memo.
14. R.M.B. is prohibited by our government from being brought into or taken out of our country.
15.Private foreign exchange transactions are prohibited.
Asking the way
-B is next to A. A is next to B.
-B is between A and C.
-D is on top of E. E is under D.
-H is along the hallway on the left.
-I is along the hallway on the right.
-J is to the left.
-K is to the right.
-L is at the end of the hallway to the left.
-M is at the end of the hallway to the right.
-N is through o.
-Can you tell me the way to Banquet Hall, please?
The bellman will show you the way.
-Could you direct us to the coffee shop?
Yes, I’ll show you the way myself.
-We are looking for the Beauty Parlor.
It’s on the 2nd floor beside the French salon.
-Is this the right way for the flower shop?
Yes, it is. Along the corridor, past the bar, you will find it on the right.
-I’m looking for conference room, number 2.
They’re all facing the open lounge. Go along to your right. Past the elevators and up the stairs.
-Am I going the right way for the health club?
-Along the corridor to your right, turn left, go down the stairs, along a bit further and out into the yard.
-Shall I draw you a map?
-I think it could be better to take a taxi, sir.
-Shall I write directions for the taxi driver?
-Most taxi drivers do not speak English, it is helpful if you have your destination written in Chinese.
-When you return to the hotel, please show this hotel card to the taxi driver.
USEFUL EXPERSSIONS FOR FRONT OFFICE
1、Accepting a booking
-I can book you a room for the … (date)
-We can confirm a room for the … (date)
-It’s okay for the … (date)
2、 Refusing a booking
-Unfortunately we’re fully booked for … but … I can book you a room for the
-If there isn’t any room, we can get you on a waiting list or we can fond you a room in another hotel.
-We won’t be able to guarantee you a room for the … (date)
3、Finding out what the client wants
-What kind of room would you like?
-Would you like breakfast?
-When for?
-How long do you plan to stay?
-How long will you be staying?
-For how long?
-Is it just for one night?
4、Giving information about prices
-For … the price would be …
-A twin room costs…
-The total cost would be …
-The price includes…
-Is also included…
-There’s a 10% reduction for …
-We have a special package plan for …
-We’ll have to charge you ( price) … extra.
5、Giving the client information about the hotel
-Our hotel is located near
-We’ve got…
-I’m sorry, we haven’t got
-We’re fully equipped for that.
-Would you line us to send you a brochure?
6、Advance information on payment
-How will you be paying the bill?
-Yes, We accept
-Who’ll be paying the bill?
-You’ll have to send us
-You have to send us a deposit of
-Since the company is located in another country ,they’ll have to send us a deposit of
-Is the company willing to cover all expenses?
7、Getting details of arrival
-What time will you be arriving?
-Will you be arriving before(after)…
-What’s your flight number,prada (http://www.epradastore.com), please, in case the plane’s late?
8、Finding out who the client is
-Could you give me your name, please?
-Who’s the reservation for?
-Can you have me your address, please?
-What’s your address, please?
9、asking the client for his name and room number.
-What’s your room number?
-Were you in room X?
-Can you tell me your room number, please?
-May I have your number, please?
10、presening the bill to the client
-Did you have breakfast this morning?
-Did you make any phone calls from your room?
-How many phone calls did you make?
-I’ll calculate your bill for you.
-That’ll be
-Your bill comes to …
-The total amount is …
-Our check-out time is noon, but you used the room until 6 p.m. , I’m afraid that for late check out we charge an extra 50% of the room rate.
-Here ‘s your bill. Would you like to check it?
-Would you like to check and see if the amount is correct.
-We had to charge you for…
-That’s for the phone calls you made.
-That’s for the… you ordered from your room.
-Here’s your receipt. Cheques and credit cards
-What kind have you got?
-What kind is it (are they)?
-Have you got a bank card?
-I’m sorry. We don’t accept personal cheques.
-It is the policy of the hotel.
-Yes, we do, but since the amount exceeds. I’ll have to get the approval code.
-Yes, but you’ll have give me your name and address.
-You’ll have to show me your passport or some other form of identification.
-I do apologize, Mr. Lin the amount of your stay was not approved on your
Credit card, and do you have any other card please?
-May I take a imprint of our credit card?
-I’m a afraid he isn’t in the room, would you like to leave a message r call later?
we can’t offer corporate discount as you booked through a travel agency and have already received the travel agency’s discount on our room rate.
-Without the guest’s permission, I can’t tell you the room number.
-How are you going to share these three rooms? I’ll try to give you two rooms on the same floor as close together as possible.
-I’m sorry Mr. Cohenm but according to the law set by the Chinese government if you can’t provide a marriage certificate we are not allowed to let you register in one room.
-Would it be possible for you to move by 12:00 am in this morning, so that we can prepare the room for the next guest?
- I need to check with the Front Office Manager regarding your request. May I call you back in 10minutes?
-Excuse me, your room is on the non-smoking floor, all of the guest including the visitor are not allowed to smoke.
-I’m sorry, Mr. Wang, but our housekeeping department didn’t notice your visitor has left and it’s out policy to ensure all visitors depart by 11:00pm. Sorry to have caused you such an inconvenience.
- What denomination would you like, sir
Ⅲ The Bellman行李员
. Bringing the guest to the front desk 将客人引至前台
B: Good evening, Sir. Welcome to our hotel.
G: Thank you.
B: How many pieces of luggage do you have?
G: Just these three.
B: Two suitcases and one bag. Is that right?
G: Yes. That’s all.
B: I’ll show you to the Front Desk. This way. Please I will put your bags by the post over there.
G: I see. Thank.
B: Another bellman will show you to your room when you have finished checking in.
G: O.K. Fine.
B: Please enjoy your stay.
. Carrying baggage for F.I.T. 为散客提行李
B: Good evening, madam and sir. I’m the bellman,
Mr. Bellow and Mrs. Bellow: Good evening.
B: Very glad to have you here. I’ll carry the baggage up to your room.
G: Thank you.
B: Let me carry your baggage. Are these all yours?
G: Four pieces, Henry?
G: Yes.
B: Allow me, madam. Leave it to me, I’ll do that for you.
G: Thanks.
B: It’s my pleasure. This way, please.
Here we are. Please take this elevator to the ninth floor.( The floor attendant will meet your elevator entrance there and show you to Room 908.) I’ll take the baggage elevator and get your suitcases up to the room.
G: Very good. See you then.
B: See you.
Carry baggage for group 为团队提行李
B: Excuse me, sir. May I take your luggage for your group? How many piece of luggage do you have?
G: Ten piece.
B: Oh, one is missing. Let’s check it. May be it’s still on the bus.
G: That’s it. I forgot to bring it down.
B: Don’t worry about it let’s inquire of the China International Travel Service about your luggage. Sir, your luggage is on the way now. You can wait in your room when it arrived at the hotel we will send it to your room.
G: Thank you very much.
B: It’s my pleasure. And the luggages of your group will be delivered to your rooms within ten minutes. Hope you enjoy your stay at our hotel.
G: I certainly will.
. Depositing Bags 寄存行李
G: I’d like to leave this with you.
B: Certainly, ma’am. Is there anything valuable or breakable in your bay?
G: No.
B: Thank you, here is your tab No.33.
G: When does the cloakroom close?
B: This cloakroom is open until 9:00 p.m.(24 hour)
G: I see. Thank you.
B: You’re welcome.
G: That’ll be fine.
B: Just a moment, while I call the station. I’m sorry, there aren’t any more seats left on the 2:15 train, but there is a train leaving on Saturday morning. That’s No.79 special express. It will leave at 7 a.m. What do you think of it, sir?
G: Well, I suppose I’ll have to take that one. My name is Henry Bellow. And here’s the money for booking.
B: I wish you a wonderful trip to Guangzhou.