《客房服务与管理》课件

客房服务与管理全书课件客户服务用语第一节客户服务的语言规范二、人体语言（一）表情语言（二）动作语言第二节客房服务常用词语一、口头语言（一）语言要文雅（二）要讲究语言的艺术一、名词术语1.客房种类2.家具与配件贵妃椅chaise壁橱Hallcloset客衣藤篮Wickerlaundrybasket3.卧室与客厅烟雾侦测器Smokedetector保洁垫Bedpad4.浴室tap水龙头towel毛巾bathtub浴缸5.衣橱6.洗衣服务7.书桌8.迷你吧台二、客房服务常用语酒店客房常用英语（一）1.May/CanIhelpyou?我可以帮你吗?2.WhatelsecanIhelpyou?还有什么可以为你效劳的吗?3.MayIhaveyourroomkey/number,please?请问你的房卡/号?4.I’mgladtomeetyou!很高兴见到你!酒店客房常用英语(二)5.Justmoment,please.请稍等。6.Goodbye.Haveanice/goodday!再见。祝你愉快!7.Goodmorning/afternoon!MayIdo/makeupyourroomnow?早上/下午好，我现在可以清理您的房间吗?8.Wouldyouhavesomelaundrytoday?请问您今天要洗衣服吗?酒店客房常用英语(三)9.I’msorry.MayIcometoyourroomandhavealook?对不起，我能去您房间看一下吗?10.WelcometoHaiyattGardenHotel!/Welcometoourhotel!欢迎到海悦花园大酒店!欢迎到我们酒店。11.Justaminute.I’llbringittoyou.请稍等，我马上为您送来。12.Wehopeservicetoyouagain.Goodbye.希望能再次为你服务。再见。酒店客房常用英语(四)13.Theywillbebackwithin4hours.四小时之内会送来。14.It’sfreeofcharge.这是免费的15.We’llsendittoyourightaway.我会马上送来。16.Goodbyeandhaveagoodday.再见!愿您今天开心。酒店客房常用英语(五)17.I’msorry.I’mafraidIcan’tunderstandaboutthat.MayIcalldutymanager.请原谅，我恐怕不是很明白您的意思。我可以让值班经理回复你吗?18.You’rewelcomeandIhopeyouhaveagooddream.不用谢，祝您有个好梦。19.I’mafraidyourroomwillbereadyinafewminutes.Wearesorryfortheinconvenience.您的房间还需要几分钟才能收拾好，给您带来的不便我们表示歉意。20.Letmeadjusttheairconditionerforyou.让我为您调节空调。酒店客房常用英语(七)25.Weareverygladtoserviceforyou.我们非常乐意为您服务。26.Sir,yourroomisattheendofthecorridor.先生，您的房间在走廊的那一边。27.Icancontactthereceptiondesktoarrangeitforyou.我会联系前台来为您安排。28.Thereissomerepairworkontheupfloor.Butitwillstopduringtheresttime,Ihopeyoucanunderstand.上面楼层在维修，但在休息时会停止，我希望您能理解。酒店客房常用英语(六)21.Ifwehavewesendittoyourightaway.如果我们有，我会马上送来。22.IfthereisanythingIcandoforyou.Justletmeknow.如果有什么能够帮上您的，尽管告诉我。23.Hereisatelegramforyou.这儿有一封您的电报。24.Ifyouhaveanythingelse,pleasedialtheextensionnumber“7700”.如果您还需要其它服务，拨内线“7700”。酒店客房常用英语(八)29.IsthereanythingelseIcandoforyou?您还需要我再做些什么吗?30.I’mafraidwedon’thavethiskindofservice.我恐怕不能提供这种服务。31.Ifyouneedtocleanyourroom.Putthecleancardondoor.如果你需要清理房间，把“清洁牌”挂门外。32.OurguestsarealwayspleasedbyourHousekeeping.我们的客人对我们的服务感到满意。酒店客房常用英语(九)33.OurhotelhasverygoodHousekeepingservice.我们酒店有很好的客房服务。34.I’llreportittomysupervisorimmediatly,we’llletyouknowassoonaspossible.我会马上报告我们主任，找到就通知您。35.I’msorrywehavetochargeyouforthedaywageaccordingtothehotel’sregulation.根据酒店规定，我们必须收一定的钱。36.PleasewaitaminuteI’llletyouknowassoonaspossible.请稍等，我会马上让您知道。酒店客房常用英语(十)37.I’msorryforsecurityreasonswecan’topenthedoor.很抱歉，为了安全理由，我们不能开门。38.I’dliketohavemyclotheshere.I’llpickthemuplater.我想把衣服留在这里，我以后再来取。39.It’sprobablythesatellitesignal.It’scloudytoday.Somethingwhentheweather’sbadthesignal’snotclear.可能是卫星信号的关系，今天有云，有时当天气不好的时候，信号就不好。40.MayIcomeinandcheckthehousekeeper’swork?我能进您房间检查一下服务员清理房间的情况?请提供叫早服务。Awake-upcallatseventomorrowmorning,please.请明天早晨7点钟叫醒我。Certainly,ma'am.好的。MayIhaveawake-upcall?早晨能叫醒我吗?日常用语Roomservice,please.请提供房内送餐服务。Awake-upcall,please.我可以借一下吹风机吗?CanIborrowahairdryer?(borrow“借入”)请送一壶咖啡。Pleasebringmeapotofcoffee.您要几个杯子?Howmanycupswouldyoulike?请提供洗衣服务。Laundryservice,please.什么时候能弄好?Whenwillitbeready?Tomorrowmorningatten.明天上午10点。请告诉我您的房间号码。Yourroomnumber,please.501房间。Thisisroom501.(501的说法是fiveoone。)请进。Comein.DailyService日常服务-(Knockingatthedoor.-敲门)-MayIcomein?-我可以进来吗?-Comein,please.-请进。-Pleasedon'tcomein.-请不要进来。-Justamoment(aminute),please.-请稍等一下。-I'msorrytodisturbyou.MayIcleantheroom,sir?-对不起打扰你了，我来打扫一下房间好吗?-Allright.Comein,please.-好的，请进来。-PleasecleanitwhenIamout.-我马上要出去，请等一会儿打扫。-MayIchangethewaterofthethermosnow?-我现在可以换水吗?-Yes,please.-请换吧。-Someofmyfriendswillcomeandseemethisafternoon.Willyoupleasegivemesomemorehotbottlesandteacups?-下午我有几位朋友来访，请给加些热水瓶和茶杯。-Well,we'llsendteaintotheroomwhenthevisitorscome.-好，客人来访我们会端茶进来的。-Bytheway,isthereanymailforme?-顺便一下，有我的邮件吗?-No.Ifthereis,I'llgiveittoyouintime.-没有。如果有的话，我会及时给你送来的。-Whydidyoucomeinwithoutmypermission?-你为什么没经我允许就进来了?-It'smynegligence.Ibegyourpardon.-我疏忽了，请你原谅。-Icomeandmakethebed.ShallIdoitnoworlater?-我来做夜床，你看是现在做还是等会儿做?-Sinceyouhavecome,youmaydoitnow?-既然来了，现在就做吧。-Iamcollectingthefeeofthelongdistancecall.-我来收长途电话费。-Yes,awallet.I'mlookingforitnow.-丢了一只皮夹子，我正在找呢。-Whatisthereinthewallet?-皮夹子里有些什么?-Mydaughter'sphotoandsomemoney.-有一张我女儿的照片，还有一些钱。-Look,isthiswalletyours?-看，这只皮夹子是不是你的?-Yes,it'smine.Thankyoueversomuch.-是我的，太感谢你了。-Thisisthebillfortheroomrentofhalfaday.-这是补半天房金的帐单。-Hereisatelegramforyou.-这儿有一封你的电报。-Whyisitunsealed?-它怎么被拆开了?-Becausethereisnonameofthereceiverontheenvelope,thereforetheclerkunsealeditinordertofindoutthenameofthereceiver.-因为电报封面没有收报人姓名，服务台为了查对姓名而拆开的。-Haveyoulostanythingtoday,sir?-先生，你今天丢过什么东西吗?-IwanttoborrowChinaDailyofthesedays.-我要看这几天的《中国日报》。-Pleasebringsomechairsforme.-请拿几把椅子来。-Pleasegetmesomesoap.-卫生间的肥皂要添了。-Here'syourcleanlaundry.you'dbettercheckit.-衣服洗好了，请您过目。-Theslippersarewornout.Changethemforme,please.-拖鞋坏了，请给换一双。-Getahot-waterbottle,please.-请拿一只热水瓶给我。-IfeelabitcoldwhenIsleep.Pleasegetmeablanket.-我睡得有点冷，请给我加一条毯子。-Ineedanotherpillow.-我需要加一只枕头。-Allr