一 . 问候:
Good afternoon, sir / madam. 1. Goog morning, sir / madam.
Good evening, sir / madam. How are you today, Mr.Brown? 2.
I’m quite well, thank you. And you?
I’m fine too.
It’s glad to see you again, sir / madam (Mr. / Mrs. …)
3. 欢迎 : Welcome to our Gloria Plaza Hotel.
I’m your room attendant. My name is …
Glad to be of service.
Hope you’ll enjoy your stay here.
二. 致歉:
1. I’m sorry, sir / madam.
I’m awfully sorry.
I’m sorry to trouble you.
I’m sorry to have kept you waitting so long.
I must apologize for it.
答语: It’s nothing . Don’t worry about it.
Don’t mention it.
That doesn’t matter.
三．感谢:
1. Thank you very much.
2. Thank you for your advice.
3. That’s very kind of you.
4. Thank you for staying in our hotel.
答语: You are welcome. Not at all.
That’s all right. It’s my pleasure.
Glad to be of service.
四． 提供帮助:
1. How may I help you?
2. Can I help you?
3. Is there anything I can do for you?
五． 告 别:
1. Good bye and hope to see you again soon.
2. Hope you’ll have a nice trip.
3. Wish you a pleasant journey.
4. Good night.
5. See you.
六． 指路用语:
1. Go upstairs / downstairs please.
It’s on the second / third floor.
2. Excuse me, Where is the washroom (restroom) ?
Excuse me, Where is the elevator(lift, clnic, restaurant)?
3. This way, please.
After you, please.
Let me show you to the …
Please go straight ahead, It’s over there, on the left /right side.
七． 管家部常用语:
1. Good morning, Housekeeping. ＊＊’speaking, May I help you?
2. Housekeeping, May I come in?
3. Would you please leave your laundry in the laundry bag.
4. Would you please wait a few minutes. I’ll bring there to you right away.
5. Excuse me, sir. Do you have any laundry to wash?
6. May I clean your room now, sir?
7. May I do the turn down service for you, madam.
8. I’ll send a repairman to your room at once.
9. May I repair the… in your room now?
10. It’s free of change for in-house guests.
11. Would you like massage in your room or in the massage room?
12. I’ll send someone to your room right away.
八． 客人常会对客房有以下问题:
1. I’d like to change my room. It’s too noisy.
2. There’s something wrong with the TV set in my room.
3. The ventilator in the bathroom has gone out of order.
4. The lock of the toilet is out of order.
5. You’d better do the turn down service at my dinner time.
6. It’s very hot in the room. Is the air-condition on?
7. It’s sheets haven’t been changed.
8. The door won’t open. (I can’t open my door).
9. It’s very cold in the room. Is the heater on?
10. The toilet won’t flush.
11. The toilet ceiling leaks.
12. The water in the basin won’t go down.
13. It’s ok now. sorry to trouble you.
九． 关于电话:
1. RM to RM call:
C: Good evening, Housekeeping. May I help you?
G: How can I call my friend in his room “727”?
C: Please dail “7” and then the room number.
G: I see, by the way, how can I make a city call?
C: Please dial “9” then the telephone number your want.
2. A morning wake-up call:
C: Good evening Housekeeping, May I help you?
G: Please call me at 6:45 tomorrow morning.
C: Yes,sir. So a wake-up call for room 727 at 6:45 tomorrow morning.
G: Thank you, Good night.
C: Good night and pleasant dreams.
3. Make up the room:
R/A: Housekeeping, May I come in?
G: Come in please.
R/A: Good morning, Mr. Jackson . May I make up your room now?
G: I’m expecting a friend of mine. Can you clean the room around 11:30?
R/A: Certainly sir.
4. The Turn-down Service:
R/A: Good evening, sir. May I do the turn down service for your?
G: Please, But can you get me an adaptor first?
R/A: Certainly, sir. Here it is. … I hope I’m not disturbing you. Good night.
G: Same to you.
5. Providing Equipment for Guests:
G: Hello. Do you have an iron, please?
C: Yes, shall I send it to your room now?
G: Yes, please. My room is 639. Thank you very much.
C: You’re welcome.
6. There’s Something Worry With The TV Set:
C: Good afternoon, Housekeeping. May I help you?
G: Yes, the TV set in my room dose not work.
C: I’m sorry. I’ll send someone to your room in a minute.
R/A: Housekeeping, May I come in?
G: Come in please.
R/A: May I have a look at it?
G: Yes, Here it is.
＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊ 1. Tries to fix it and ok.
R/A: It’s ok now. Sorry to trouble you.
Is there angthing I can do for you?
G: No. Thank you very much.
R/A: It’s my pleasure, Good night.
2. Tries to fix it but in vain:
R/A: I’m sorry sir. It doesn’t work. May I chang one for you?
Or: May I ask an electrician to have it repaired. A moment please.
7. Explaining Laundry Service:
C: Good morning, Housekeeping. May I help you?
G: Yea, please send someone to pick up my laundry.
C: Your room number, please?
G: RM459.
C: RM459. Yes, sir. A valet will be up in a few minutes.
R/A: Housekeeping, May I come in?
G: Yes, I’d like to have this laundry done.
R/A: Certainly, air. Would you plesae fill out a laundry form.
G: Where’s the form. I can’t find it.
R/A: It’s in the drawer of the writting desk.
G: I see.
R/A: (After checking) Excuse me, sir. Would you like regular service or express
Service?
G: What’s the difference?
R/A: For regular service laundry is collected before 12:00am and returned at
6:00Pm the same day. For express. The laundry is returned within 4Hours
The charge for express service is double.
G: I see. Regular will be all right.
词语部分
1. air condition 空 调 17. carpet 地 毯
2.switch 开 关 18. ceiling 天 花
3.ashtray 烟 缸 19. Comb 梳 子
4.basin 面 池 20. Corridor 走 廊 5.bath room/ shower room 22. double bed 6.bath towel 7.bath robe 8.bedroom 9.bed sheet 10.bed spread 11.bedside table bedside cupboard 28. hair dryer 12.bedside lamp 13.blanket 14.window curtain 15.blub 16.hanger
浴 室 21. Single bed 浴 巾 23. dressing table 浴 袍 24. Dustbin 卧 室 25. eiderdown quilt 床 单 26. full-length mirror 床 罩 27. tea cup 床头柜 wine glass 床头灯 29. Heating 毛 毯 30. In house movie 帘 31. health club 灯 泡 衣 架 单人间 双人间 梳妆台 垃圾桶 羽绒被 穿衣镜 茶 杯 酒 杯 吹风机 取暖器 闭路电视 健康中心
窗
32.in-room safe 房内保险箱 56.swimming pool 游泳池
33.lamp shade 灯 罩 57.tap 笼 头
34.lamp stand 灯 座 58. Tea table 茶 几
35.laundry bag 洗衣袋 59. Television 电视机
36.laundry list 洗衣单 60. Channel 频 道
37.lawn 草 坪 61. Remote controller 遥控器
38.lift/elevator
39.lobby
42.mattress
43.minibar
44.night club
45.wall picture
46.picture frame
47.pillow
48.pillow case
49.radiator
50.razor
51.sauna/steam bath
52.shower bath
53.adaptor folder
54.socket
55.stairs
电 梯 62.toilet paper 大 堂 63.toilet/water closet 按 摩 64.tooth brush 休息室 65.tooth paste 席梦思 66.towel rack 迷你吧 67.transformer 夜总会 68.venetian blind 壁 画 69.wall lamp 画 框 70.wardrobe 枕 头 71.window sill 枕 套 72.writting paper 散热器/取暖器剃须刀 74.ice bucket 蒸汽浴 75.luggage rack 淋 浴 76.shoe horn 多功能插座 77.folder /stationary 插 座 78.ball pen 楼 梯 79.sewing kit 卫生纸 厕 所 牙 刷 牙 膏 毛巾架 变压器 百叶窗 壁 灯 壁 橱 窗 台 信 纸 电水壶 冰 桶 行李架 鞋 拔 文件夹 圆珠笔 针线包 40.massage
41.lounge 73.electric kettle
80.cotton buds 棉花棒 105.shopping bag 购物袋
81.shower cap 浴 帽 106.fax form 传真纸
82.bath form 沐浴露 107.bath cap 浴 帽
83.shampoo 香 波 108.bath salt 浴 盐
84.body lotion 润肤液 109.bathroom scale 浴室磅秤
85.tissure 面巾纸 110.refrigerator 冰 箱
86.hand soap
87.bath soap
88.sanitary bag menu 89.cloth line
90.slipper
91.shoe shine cloth
92.match
93.bath rug
94.coffee table
95.arm-chair
96.door bell welcome card 97.door lock
98.drawer
99.minibar voucher
100.sugar
101.tea
102.coffee
103.service directory 手 皂 111.baby cot 浴 皂 112.telephone 卫生袋 113.room service 晾衣绳 114.iron board 拖 鞋 115.vacaum cleaner 擦鞋布 116.map 火 柴 117.stamp 防滑垫 118.morning call 咖啡桌 119.operator 扶手椅 120.doctor 门 铃 121.room card 门 锁 hotel passport 抽 屉 122.bellman 酒水单 123.front desk 糖 124.vase 茶叶 125.fire exit 咖啡 126.money exchange 服务指南婴儿床 电 话 客房送 餐菜单 熨衣板 吸尘器 地 图 邮 票 叫 早 接线员 医 生 房 卡 行李员 总 台 花 瓶 消防出口 外币对换 墙 砖
127.wall tile
128.ground tile 地 砖 152.ventilator 抽风机
129.room key 房门钥匙
130.button 纽 扣
131.mop 拖 把
132.neddle 针
133.shoe polish 擦 鞋
134.starching 浆 衣
135.pressing 烫 衣
136.dry-cleaning 干 洗
137.oil stain 油 渍
138.stain 污 点
139.same-day service 当日可取
140.express service 快 洗
141.vacant room dirty/clean
142.check in/out
143.occupied room(OD)
144.out-of-order room(OOO)
145.sleep out room(S/O)
146.DND. D.L
147.L.B ,N.B
148.VIP
149.house-use room
150.complimentary free of charye
151.captain. supervisor.manager
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