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1第一章FrontOfficeService第一节接待（Reception）TrainingObjectivesUponcompletionofthischapter,thelearnerswill:befamiliarwiththejobresponsibilitiesofareceptionist；beabletousethewordsandexpressionswidelyusedinthefrontdesk;beabletodealwithguests’check-inandreceiveguestsatthefrontdesk.UsefulWords&PhrasesRegistrationform住宿登记表Groupvisa团队签证Fillin/fillout填写Paymentmethod付款方式Forename名Surname/familyname姓Checkin登记入住Checkout结账退宿Assignrooms派房Deposit押金Settlethebill结账Signature签名Servicecharge服务费2Voucher/coupon票券Takeaprintofthecard刷卡UsefulExpressions1)Welcometoourhotel.欢迎来到我们酒店。2)I’dliketocheckin,please.我要登记住宿。3)I’llcheckourreservationrecord.我要查看一下预定记录。4)Justamoment,please.I’llcheckthearrivallist.请稍等,我要查一下到客单。5)I’msorrytohavekeptyouwaiting.对不起,让您久等了。6)Thankyouforyourwaiting,Sir.让您久等了。7)Wouldyoumindfillinginthisregistrationform?请填一下住宿登记表好吗？8)MayItakeaprintofyourcard?我能刷一下您的卡吗？9)Wouldyoupay1000Yuandeposit?请预付1000元押金好吗？10)Here’sthekeytoRoom908andyourRoomCard.这是908号房的钥匙和您的房卡。11)MayIhaveyourpassport,please?Weneeditforregistration?请出示护照,我们登记时需要。12)Hereisyourroomkeyandbreakfastvoucher.这是您的房间钥匙和早餐券。13)Ifyouneedanything,justtelltheservicecounter.如果您需要什么,请告诉服务台。14)You’rewelcome.I’malwaysatyourservice.不客气。时刻为您效劳。15)You’rewelcome.Haveaniceevening.不用谢。祝您晚安。16)Ihopeyouwillenjoyyourstaywithus.希望您在我们这里住得愉快。17)Iwishyouapleasantstaywithus.希望您在我们这里住得开心。3Dialogue:Receivingaguestwithadvancereservation(R:receptionist,G:guest)R:Goodevening.WelcometotheSunshineHotel.WhatcanIdoforyou?G:I’dliketocheckin.Ihaveareservationwithyou.R:MayIhaveyourname,please?G:DavidBrown.R:Justaminute,please.…Yes.Mr.Brown.Youhavereservedatinroomwithaseaviewfor5nights.Theroomrateis$100pernight,includingbreakfast.Isthatright?G:Yes.R:Couldyoupleasefillouttheregistrationform?(afterawhile)G:Hereyouare.R:Howwouldyouliketosettleyourbill,incashorbycreditcard?G:Bycreditcard.R:MayItakeaprintofyourcard?G:Hereyouare.R:Pleaseputyoursignaturehere.Hereisyourroomkey,Mr.Brown.Yourroomnumberis907onthe9thfloor.Pleasemakesurethatyouhaveyourkeycardwhenyouleavetheroom.Thebreakfastwillbeservedfrom7amto9amtomorrowatthecoffeeshoponthefirstfloor.G:Thanks.R:Thebellboywillshowyoutoyourroom.Haveanicestaywithus.G:Thankyou.R:Mypleasure.第二节询问台（AttheInformationDesk）4TrainingObjectivesTheaimsaretoimprovethestudents’abilityto:Answerenquiries;Giveinformationinapoliteandfriendlywayinmanydifferentsituations(notjusttodowithaccommodation).Dialogue：I.Showingdirections(G=guest;S=staff)G:Excuseme,canyoutellmewherethenearestsupermarketis?S:Thereisasupermarkettwoblocksawayfromthehotel.G:HowcanIgetthere?S:Whenyougooutthehotel,turnrightandwalkalongthestreetuntilyouseearedbuilding.Thesupermarketisinit.G:Thanks.Bytheway,wherecanIfindanATMnearhere?S:Atthebanknextdoor.G:Whichway?S:Takealeftturnaftersteppingoutofthehotel.thebankisatthecorner.Youcan'tmissit.G:Thankyouverymuch.S:You'rewelcome.II.Givinginformation(G=guest;S=staff)S:Goodmorning.WhatcanIdoforyou?G:CanyoutellmewhenIcagetamealinthehotelrestaurantthisevening?S:Yes,certainly.Theserviceofdinnerstartsat7:30andlastordersaretakenat9:45.G:Isee.DoIneedtobookatable?S:No,that'snotreallynecessary.5S:Information.HowcanIhelpyou?G:I'dlikesomeinformationabouttrainsfromGuangzhoutoBeijing,please.S:Yes.Therearetwo.OneleavesGuangzhouat8:00anditarrivesinBeijingat11:35thenextmorning.G:Leavingat8:00andarrivingat11:35.S:That'sright.Alternatively,there'sanotherat15:00whicharrivesinBeijingat16:00thenextday.G:Didyousay16:00?S:Yes.G:Oh,well,thatonesoundsbetter.Thankyousomuch.S:You'rewelcome.第三节处理投诉（HandlingComplaints）TrainingObjectivesTheaimsaretoimprovetheabilityto:respondtocomplaintsandtoapologize.UsefulWords&Phrasesassoonaspossible尽快bedissatisfiedwith对……不满dealwith/handle/takecareof处理claim索赔understaffed人手不足outoforder故障customersfirst顾客第一improve改善/提高6UsefulExpressions1)What’sthetrouble,Sir?先生,出了什么问题？2)Isthereanythingwrong,Madam?夫人,出了什么问题？3)I’dliketomakeacomplaint.我要投诉。4)Canyouchangetheroomforme?It’stoonoisy.能换房吗？这太吵了。5)Pleaseacceptmyapologyonbehalfofthehotel.请接受我代表酒店向您的道歉。6)Wemighthaveoverlookedsomepoints.我们可能忽略了一些细小的地方。7)I’mterriblysorry,Sir.I’llattendtoitatonce.很抱歉,先生。我马上处理这件事。8)I’lllookintothismatteratonce.我马上去查清这件事情。9)Therecouldhavebeensomemistake.Idoapologize.可能是出了什么差错,实在是对不起。10)Iunderstandhowyoufeelandwe’lltryourbesttohelpyou.我理解您的心情,我们会尽最大的努力帮助您。11)I’mafraidyouhavemisunderstoodwhatIsaid.PerhapsIcanexplainitagain.恐怕您误会我的意思。不妨让我再解释一下。12)Toexpressourregretforallthetrouble,weofferyoucomplimentaryflowers.我们给您带来了这么多麻烦,为表达歉意,特为您提供免费花篮。13)I’msorry.It’sthepolicyofthehotel.Ihopeyouwillunderstand.对不起,这是酒店的规定。希望您能理解。14)I’mafraidIcan’tdothatforyou.It’sagainstourregulation.恐怕我不能那样做,这是违反酒店规定的。15)Pleaseallowmetosendachambermaidtoyourroomtohelpyoulookforitagainthoroughly.请允许我派一个服务员来帮您在房间里再仔细找找。16)ShallIcallthepoliceforyou?我帮您报警好吗？17)Iwillspeaktoourmanageraboutit.我会向经理报告这件事情。7第二章HousekeepingService第一节IntroducingRoomFacilitiesDialogueOne(FA:FloorAttendantB:TonyBrown)FA:Welcometothefifthfloor.I’mthefloorattendant.CanIhelpyou?B:Yes.Whereismyroom?FA:Sure.MayIhavealookatyourroomcard,please?B:Hereyouare.FA:It’