英语理念：
经验丰富外籍教师为您创造的全英语环境，外教均来自于欧洲和英联邦**，具有TESOL资格证书及丰富的教学经验的经验丰富英语母语外教。特有的VIP小班模式的教学配以英语角、社交俱乐部、网上课程、特色应用课程等一系列以锻炼听说读写能力为目地的强化互动个性化学习，根据您的自身情况打造无二的私人学习方案。
酒店英语：
以其特有的教学方法、专业的师资力量、的教学软件等，精心为大家打造一系列酒店英语课程，其酒店英语口语班，让你掌握礼仪英语，酒店实用英语，机场口语，订餐英语，练就一口流利的酒店专业英语口语。 咨询相关课程安排
酒店英语课程，轻松接待老外游客，教会你不同**的酒店服务体制，让你轻轻松松拿小费，方方便便得到老板称赞。
酒店部门名称
Names of the hotel sections
Department 部门
Executive Office 行政办
Engineering Dept. 工程部
Human Resources Dept. 人力资源部
Accounting Dept. **部
Food Beverage Dept 餐饮部
Security Dept. 安全部
Sales Marketing Dept 市场部
Front Office Dept. 前厅部
Recreation Dept. 康乐部
Public Relations Dept. **部
Housekeeping Dept 管家部
Reservation 预订处
Business Center 商务中心
Reception 接待处
Information 问询处
Cashier’s 收银处
Chinese Restaurant 中餐厅
Western Restaurant 西餐厅
Lobby Bar 大堂吧
Beauty salon 中心
Night Club 夜总会
Swimming Pool 游泳池
Sauna 桑拿
Shopping Mall 购物中心
Clinic 医务室
Multifunction Hall 多功能厅
Chatting Bar 聊天吧
Reflexology Service Center 足浴中心
Table Tennis Room 乒乓球室
Billiards Room 桌球室
Fitness Center 健身中心
Tennis Court 网球场
Rose Garden 玫瑰花园
Chess and Cards Room **室
Grand Pastry 名都饼屋
Long bar 廊吧
Four Seasons Chamber 四季轩
Cookfun Town 国风堂
Yigar Bar 颐年雪茄吧
New Century Hall 开元厅
Grand Dynasty Hall 竞潮厅
Montalcino Grill 梦迪西诺扒房
Position 职位
General Manager 总经理
Resident Manager 驻店经理
Director 总监
Manager 经理
Assistant Manager 大堂副理
Supervisor 主管
Captain 领班
Cashier 收银员
Room Attendant 客房服务员
Clerk 职员
Waitress 餐厅女服务员
Waiter 餐厅男服务员
Operator 话务员
Bellboy 行李员
Driver 司机
Receptionist 接待员
Secretary 秘书
Repairman 维修员
十四、节日和庆祝日
Festival and Celebration
Spring Festival 春节
Lantern Festival 元宵节
New Year’s Day 元旦
Christmas Day 圣诞节
Thanksgiving 感恩节
Valentine’s Day 情人节
Easter 复活节
Mid-Autumn Day 中秋节
Birthday 生日
Anniversary 周年纪念日
International Labor Day 国际劳动节
International Children’s day 国际儿童节
Westlake Exposition 西博会
Qiantang Tidal Bore Festival 钱塘观潮节
十五、旅游景点 Scenic spots
West Lake 西湖
Linying Temple 灵隐寺
Yue’s Tomb 岳庙
Future world 未来世界
Song Dynasty Town 宋城
Yellow Dragon Cave 黄龙洞
Taizi Bend 太子湾公园
Xiling Seal-Engravers’Society 西泠印社
Hangzhou Recreational Park 杭州乐园
Oriental Culture Park 东方文化园
Households in the Hills 山里人家
Kuahu Bridge Cultural Site 跨湖桥文化遗址
Renmin Square 人民广场
Liangzhu Culture Museum 良渚文化博物馆
Spring Dawn ath Su Causeway 苏堤春晓
Bamboo-Lined Path at Yunqi 云栖竹径
Breeze-ruffled Lotus at Quyuan Garden 曲苑同荷
Sweet Osmanthus Rainat Manjuelong Village 满陇桂雨
Autumn Moon over the Clam Lake 平湖秋月
Dreaming of Tiger Springat Hupao Valley **跑梦泉
Malting Snow at Broken Bridge 断桥残雪
Inquiring About Tea at Dragon Well 龙井问茶
Orioles Singing in the Willows 柳浪闻莺
Nine Greeks Meandering Through a Misty Forest 九溪烟树
Viewing Fish at Flower Harbor 花港观鱼
Heavenly Wind over Wu Hill 吴山天风
Leifeng Pagoda in Evening Glow 雷峰夕照
Ruan Gong Islet Submerged in Greenery 阮墩环碧
Twin Peaks Piercing the Cloud 双峰插云
Yellow Dragon Cave Dressed in Green 黄龙吐翠
Evening Bell Ringing at Nan ping Hill 南屏晚钟
Clouds Scurrying over Jade Emperor Hill 玉皇飞云
Three Pools Mirroring the Moon 三潭印月
Precious Stone Hill 宝石流霞
前厅服务
Front Office Service
一、关键词语Key words
Lobby 大堂
Emergency exit 紧急出口
Safety boxes 保险箱
Presidential suite 总统套房
Single room 单人间
Standard room 标准间
Check-in 登记入住
Check-out 退房
Registration form 登记卡
Room charge 房价
Service charge 服务费
Discount 折扣
Identification **
Operator 总机
Elevator 电梯
Deposit 定金
Passport **
Tariff 房价表
Baggage/luggage 行李
Face south 朝南
Trolley cart 行李车
Special rate 优惠价
Arrival time 到达时间
Department time 离开时间
Flight number 航班号
Message 留言
Envelope 信封
Receipt 收据
Cheque 支票
Breakfast voucher 早餐券
Credit card **
Morning call 叫醒服务
二、基本句型Basic Sentences
1. Do you have a reservation?/ Have you a reservation?
您预订过吗？
2. How long will you be staying ?
您将要住多久？
3. May I know your name and room number?
您能告诉我您的名字与房间号码吗？
4. Here is your key card, please keep it until you check out.
这是您的钥匙卡，住店期间请包管好。
5. Thank you for calling. We look forward to serving you. Goodbye.
谢谢您打电话来，我们期待为您服务，再见。
6. To whom should we send the bill?
我们应该把帐单寄给谁？
7. We are fully booked for all types of rooms on that night.
那天晚上各种类型的房间都预约额满了。
8. We hope we’ll have another opportunity of serving you.
我们希望另有机会为您效劳。
9. Could you show me your passport, please?
能出示一下您的**吗？
10. Don’t worry sir. I’ll call our Assistant Manager to help you now.
别着急，先生。我传呼大堂副理来帮您。
11. Our bellboy will your bags and show you the room.
我们的行李员会帮您拿行李，并领您去房间。
12. I’m afraid it’s against the hotel’s regulations.
很抱歉，这违反酒店的规章制度。
13. We’ll have to charge you 50 percent of the room rate extra, if you can’t check out before 12:00a.m
中午12：00前未离店的客人需加收*的房费。
14. Is there anything valuable or breakable in your bag?
您包里有贵重或易碎物品吗？
15. You can get your money changed at the Cashier’s Desk.
您可以去收银处兑换钱。
16. I’m sorry, sir. There has been a mistake. Please wait a moment while I correct the bill.
对不起，先生，这里有些错，请您稍候，让我更正一下。
17. It takes about 30 minutes by taxi to the Xiaoshan Airport. The charge is 100 Yuan.
到萧山机场大约需要30分钟，费用是100元。
18．Please give the slip to the taxi driver and he’ll take you there.
请把这张字条交给出租车司机，他会送您到那里的。
19.Here is a brochure explaining hotel services.
这儿用说明酒店的服务手册。
20.There are safety deposit boxes at the Front Desk.
总台有存放贵物品的保险箱。
21.As a hotel policy, we require one day’s room charge as deposit for guests without reservation.
根据酒店规定，对于没有预订的客人，我们要收一*天的费用作为押金。
22.Do you need a map or hotel card?
请问您要地图或是酒店名片吗？
23.Sir,you may keep the room until six O’clock in the afternoon, but I’m afraid I have to charge you a half day’s room charge according to the hotel policy.
先生，您可将房间保留至下午6时，但根据宾馆规定，恐怕我们要收半天房租。
24.Sorry,we have no domestic collect call service. You have to pay for the call yourself.
对不起，国内电话是没有对方付费的，您得自己付款。
25.For outside calls, please press 9 first and when you hear the dialing tone, press the number you want.
打外线请先按9，听到声响后再按您的要的号码。
26.You’d better request a morning call.
您好要求叫醒服务。
27.Would you like me to call a taxi for you?
请问需要帮您叫车吗？
28.We’ll send your original copy to your room after we have faxed that.
我们发出传真后，会把您的原文送到您房间去的。
29.Is there anything valuable or breakable in your bag?
您包里有贵重或易碎物品吗？
30.Please pay at the Cashier’s Desk over there.
请去那边帐台付款。
三、情景对话Conversation
A. Room reservation
Reservationist; New Century Grand Hotel, Reservation Desk. Can I help you?
Guest: I an calling from Paris. I’d like to reserve a room in your hotel.
R: What kind or room would you like, sir . We have single rooms, double rooms, suites etc,
G:A suite, please!
R: Which date would that be ?
G: From October 15th,and for three nights
R: Ok, sir. Could you hold the line, please? I’ll check our room availability for those days.…Thank you for waiting, sir .your room is confirmed. Would you like breakfast?
G: Yes, of course.
R: Can you give me your name please, sir.
G: George Brown
R: Mr. Brown. May I have your phone number please?
G: Yes ,the number is 0031-321-2345
R: What time do you expert to arrive. Mr. Brown?
G: Oh, around 6 p.m. I Suppose
R :Mr., Brown. I’d like to confirm your reservation. A suite room for three nights from October 15th to 17th,the phone number 00331-321-2345.Am I right?
G: Yes ,thank you
R: You are wel**e. We look forward to serving you.
B. Registration
Clerk: Good afternoon. Wel**e to the New Century Grand Hotel .May I help you ,sir?
Guest: Yes, I’d like to check-in, please.
C: Certainly ,sir. May I have your name ,please?
G: Yes , it’s George Brown.
C: Do you have a reservation with us, Mr. Brown?
G: Yes.
C: Just a moment , please. I’ll check our reservation record…thank you for waiting, Mr. .Brown. Your reservation is for a suite for three nights . Could you fill out the registrations card , please?
G: Ok, Thank you.
C: How would you like to make payment, Mr. .Brown?
G: By credit card.
C: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your room is 3706 on the 37 floor . Just a moment please. A bellboy will show you to your room . I hope you will enjoy your stay.
C. Depositing bags
Guest: I’d like to leave these with you.
Bellman: Certainly, sir. How many pieces?
G: Five in all.
B :Is there anything valuable or breakable in your bags?
G: No,
B: Thank you.
G: When dose the cloakroom close?
B: The cloakroom is open until 9p.m. Here are the name tags.
G: Thank you , goodbye.
B: Goodbye,
D. Business Center
Clerk : Good morning . Business Center , May I help you?
Guest : Good morning . This is Henry Bellow calling from Room 3904.Would you mind giving me some information on your services?
C: Certainly , Mr. ,Bellow. We have a lot of facilities to offer secretary service for our business guest,
G: I have some documents to be typed at the moment and I hope they will be ready before 3:00p.m.today.
C: How many pages are they in all?
G: It will be about 20 pages.
C: Well, it’s rather a tough job , but we’ll try our best ,Mr. Bellow.
G: Good ,I’d really appreciate it if it could be arranged,
A,预订客房
预订员：您好！开元名都大酒店，预订处，我能为您服务吗？
客人：我从巴黎打电话过来，想在你们酒店订一个房间。
员： 先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间等等。
客：一个套间。
员：请问您哪天要这个房间？
客：从10月15日开始，一共3天。
员：好的，先生。请稍等，为您查一下那几天的预订情况，谢谢，让您久等了。您的房间已经定好了，您需要早餐吗？
客：当然。
员：请告诉我您的姓名，好吗？
客：乔治·布朗。
员：布朗先生，请留下您的电话号码，好吗？
客：好的，是00331-321-2345
员：布朗先生，我确认一下您的预订。您定了一个套间，从10月15日至17日，共三晚，您的电话号码是00331-321-2345。对吗？
客：是的，谢谢。
员：别客气。我们期待为您服务。
B，登记入住
职员：下午好，欢迎光临开元名都大酒店。我能为您服务吗？先生？
客人：是的，我想**入住登记手续。
员：当然可以，先生，请问您的姓名？
客：乔治·布朗。
员：请问您预订了吗？布朗先生？
客：是的。
员：请稍等，我查一下预订单……谢谢您的等待，布朗先生。您预订的是一个套间，共3个晚上，请填一下登记单，好吗？
客：好的，谢谢。
员：请问您将以何种方式付款。
客：用**。
员：让我复印一下您的**，好吗？谢谢您，布朗先生，您的房间在37层，房号是3706。请稍等一下，行李员会带您去您的房间的。希望您住得愉快。
C 寄存行李
客人：我想把这些东西存放在您这儿。
行李员：当然可以先生，请问有几件？
客：一共有五件。
员：在您的行李中有没有贵重或易碎物品呢？
客：没有。
员：谢谢。
客：你们这儿什么时间关门？
员：我们这个行李寄存处营业到晚上9点。给您行李牌。
客：谢谢，再见，
员：再见。
D 商务中心
职员：早上好，商务中心。我能为您服务吗？
客人：早上好，我是3904房的哈瑞·比朗，我能问一下服务情况吗？
员：当然可以，比朗先生。我们有很多设施为商务客人提供秘书服务。
客：我现在有些文件想打印，希望在今天3点之前能完成。
员：共有几页？
客：大约20页。
员：有些困难，但我们会尽力的，比朗先生。
客：好的，我希望完成。
客房服务
Housekeeping Service
一、关键词语 Key words
bed 床
basin 洗脸盆
single bed 单人床
bath-tub 浴缸
double-size bed 双人床
shower cap 浴帽
extra bed 加床
shampoo 洗发水
sheet 床单
conditioner 护发素
blanket 毛毯
**b 梳子
quilt 棉被
tooth-paste 牙膏
bed spread 床罩
tooth-brush 牙刷
pillow 枕头
soap 肥皂
pillow-case 枕头套
bedside 肥皂碟
bedside 床头柜
cotton tips 棉签
wardrobe closet 水龙头
switch 开关
shower curtain 浴帘
lampshade 灯罩
towel rail 毛巾架
bulb holder 灯头
bathrobe 浴衣
lampshade 灯罩
towel rail 毛巾架
bulb holder 灯头
bathrobe 浴衣
bulb 灯泡
tank 水箱
socket 插座
shower head 喷头
hair dryer 电吹头
telephone 电话
shaver 剃须刀
telephone directory 电话目录
electric razor 电动剃须刀
slippers 拖鞋
glass 水杯
ball-pen 圆珠笔
ashtray 烟灰缸
aerogram 航空邮件
match 火柴
questionnaire 意见书
tea table 茶几
post card 明信片
curtain 窗帘
brochure 酒店简介
blackout drape 遮光窗帘
hotel card 酒店名片
cloth brush 衣刷
desk 写字台
shoe-horn 鞋拔
stationery folder 文件夹
mirror 镜子
letter paper 信纸
clothes hanger 衣架
air mail envelope 航空信封
carpet 地毯
service directory 服务指南
rubbish bin 垃圾桶
sewing kit 针线包
toilet 恭桶
bath foam 淋浴液
body lotion 润肤露
quality executive 行政楼层
bathroom 浴室
deluxe suit 豪华套房
refrigerator 冰箱
double room 双人房
chair 椅子
twin room 双床房
sofa 沙发
stepping pad 垫脚凳
bed light 床头灯
safety box 保险箱
telephone 电话机
painting 壁画
shoe brush 鞋刷
bath wat towel 地巾
bath towel 浴巾
towel 毛巾
hand towel 方巾
alarm clock 闹钟
TV remote control 遥控器
Table lamp 台灯
Floor lamp 落地灯
Scissors 剪刀
Toilet paper 卫生纸
Tissue 面巾纸
二、基本句型 Basic Sentences
1、wel**e to 19th follr 欢迎光临19楼。
2、Housekeeping, may I **e in? 客房服务员，我可以进来吗？
3、When would you like me to clean your room, sir?
您要我什么时间来为您整理房间，先生？
4、May I clean your room now? 我现在可以为您整理房间吗？
5、Leave you laundry in the laundry bag. 请把要洗的东西放在洗衣袋中。
6、The Laundry bag and laundry list are in the wardrobe.
7.We will deliver it within 4 hours at a * extra charge.
加收*的费用，我们在4小时内洗好送还。
8.Would you like express service or normal service?
您要快洗服务还是普洗服务？
9.You’d better check you laundry.
您好查看一下洗好的衣服。
10. May I know your name and room number?
您能告诉我您的名字和房号吗？
11. Here we are ,room 3605.
3605号房间到了。
12. I’ll send for an electrician(doctor…)for you.
我给你请电工（大夫…）
13.A repairman will **e and check it right away.
修理工马上会来检查。
14.I’ll show you the awy myself.
我亲自带您。
15.I am sorry,but we don’t have the special equipment necessary.
抱歉，我们没有所需的特别设备。
16.I am afraid guests are not allowed to use iron or electric heaters in their rooms.
客人恐怕不准在房间里使用熨斗或电器。
17.Our hotel has very good room service.
我们酒店的送餐服务非常优良。
18. If you don’t want to be disturbed,you’d better press the “Don’t Disturb” key on the bedside controls.
如果您不想被打扰，您好按床边的“请勿打扰”键。
19. There are several kinds of drinks in the mini-bar.Please help yourself to them.The cost of the drinks you’ve had will be added to your account.
冰箱里有饮料，请随便用，用后统一结帐。
20. I’m afraid you have to pay for it according to the hotel policy.
根据酒店规定，恐怕您得赔偿。
三、情景对话Conversation
A.Asking to clean the room
Attendant:(Knocking at the door or prssing the door bell three times) House-keeping .May I **e in?
Guest:Come in,please.
A:Good afternoon,sir.I am sorry to disturb you.May I clean the room now?
G:Yes,please.
A:Thanks a lot.
B.Turn-down service
Attendant:Turn-down service.May I **e in?
A: Good evening.Mr Mrs White.How are you this evening?
Guest:Fine,thank you,and you?
A:I’m fine,too.Thank you,.
G:We are waiting for our friends now.We will go to have dinner together.Could you **e later?
A:All right,madam.I’ll **e later.Anything else I can do for you ,madam?
G:Yes.How about tidying up a bit in the bathroom.I’ve just showered and it’s quite a mess.
A;Yes,madam.I’ll place some clean towels there as well.
C.Introducing hotel service
Attendant:May I **e in? I’m a room attendant.
Guest:Come in,please.
A;Good evening,sir and madam.Sorry to have kept you waiting.Where can I put your luggage?
G:Just here.Thank you.This is for you.
A:No,thanks.We don’t accept tips in our hotel..
Thank you all the same.Is there anything else I can do for you,madam.
G:We want to have our breakfast in our room tomorrow.When should we order that?
A:This is your door knob menu. Just check the items you would like for breakfast. Mark down the time,hang it outside your door before you go to bed tonight. Our hotel has very good room service.
G:I hope we can get up on time.
A:Don’t worry,madam.We have morning call service.You may tell the operator your room number and your time.
G: Thank you for your help.
A: If you don’t want to be disturbed,just place this “please do not disturb”sign outside your door.Anythig else?
G: Yes.I want to send a fax to my friend.
A:There is a business center in the lobby.You may send the fax there.
G:That’s very kind of you.
A: Good night.
G：Good night.
D．Facility problems
Attendant：Housekeeping．May I **e in?
Ｇuest：Sure．Come in.
A: Did you call for service，madam?
Ｇ:Yes，the television isn’t working.
Ａ：I’m very sorry，madam．A repairman will **e and check it immediately.
G：Oh，and another thing．The People next door are very noisy.
A：I’m very sorry about the noise，madam．We will check into it.
G：Fine,，don’t forget.
A：I’ll take care of it personally．Have a good night.
E．Laundry Service
Attendant：Housekeeping．May I **e in?
Guest:Ｙes,I’d like to have this laundry done,please?
A：Certainly，sir．Could you fill out the laundry list，please?
G:Where is it?
A:The laundry bag and laundry list are in the wardrobe.
G：Fine，May I use your pen?
A：Certainly，sir．Here you are.
G：Thanks．Oh，and I don’t want these shirts starched.
A：No starch. I understand，sir.
Ｇ：There’s also a stain on the jacket.I’d like it removed before it’s dry cleaned.
A:May I see it ,please?
G:Yes,here you are.
A:What kind of stain is it,sir?
G:I spilled some soy sauce on it.
A:We will do our best to remove the stain but we can not guarantee the result.
G：That’s OK．How long do you think it will take?
Ａ：I’m not sure，sir．but I will check with the Laundry and let you know.
G：Fine．I’d like it as soon as possible.
Ｆ．Shopping for the guest
Guest:This is Mr.Smith,room 3605.Can you help me?
A：Yes，Mr．Smith．What can I do for you?
Ｇ：Could you bring me an English Newspaper,please?
A:Certainly,sir.We’ll bring one as soon as possible.Would you like an evening newspaper tonight,too?
G:No,that’s all right.How much will it be?
A:It’s free,sir.
G:Fine.I am sorry to bother you ,but I”ll need some cigarettes,too.
A;That’s no trouble at all,sir.Which brand would you prefer?
G:Marlboro.
A:How many packs,sir?
G:Two please,and just ad them to the bill.
A:I’m aftaid cigarettes must be paid for in cash.
It’s 20 yuan.
G：All right，I’ll pay in cash.
A：Thank you，Mr．Smith．We will bring you newspaper and cigarettes as soon as possible.
Ａ．请求打扫房间
服务员：（敲门或按门铃三次）客房服务员，我可以进来吗？
客人：请进．
员：下午好，先生。对不起打扰您了，请问我现在可以打扫房间吗？客：可以，请吧。
员：多谢。
Ｂ．夜床服务
服务员：夜床服务，我能进来吗？晚上好，怀特先生和夫人，你们今晚好吗？
客人：很好，谢谢．你呢？
员：我也很好，谢谢．你呢？
员：我也很好，谢谢．
客：我们现在等朋友，你们将一起去吃饭，你过一会儿来好吗？
员：好的，夫人．我过会再来，还有什么事可以为您效劳吗，夫人？
客：是的，请帮我整理一下卫生间，我刚淋浴过，卫生间很乱．
员：好的，夫人．我给您换些干净毛巾吧．
Ｃ．介绍服务项目
服务员：（跟着一个行李员）我可以进来吗？我是客房服务员．
客人：请进．
行李员：晚上好，夫人，先生．对不起，让你们久等了．我把行李放在哪儿？
客：就放在这里，谢谢．这是给你的．
行：不，谢谢．我们饭店不接受小费，谢谢您．
员：还有什么事可以为您效劳吗？
客：明天早上，我们想在房内用早餐，我们应该什么时候预订？
员：这是挂门餐牌，您可以用在挂门餐牌上划出您要的早餐点心，注明时间，餐上临睡前挂在门外．我们饭店的送餐服务非常优良．
客：我希望我们能准时起床．
员：不用担心，夫人．我们有叫醒服务，您可把您的房号和时间告诉总机．
客：多谢你的帮助．
员：如果您不想被打扰，请把这块＂请勿打扰＂牌挂在门上，如果你翻到另一面，我们会马上来打扫您的房间，还有什么事吗？
客：是的，我想给我朋友发一份传真．
员：在大厅有商务中心，您可以在那里发传真．
客：你真是太好了，谢谢．
员：很乐意为您服务．
客：晚安．
员：晚安．
Ｄ．设备投诉
服务员：客房服务员，可以进来吗？
客人：请进．
员：夫人，是您需要服务吗？
客：是的，电视机坏了．
员：很抱歉，夫人．维修人员马上过来检查．
客：噢，还有一件事，隔壁房间太吵了．
员：对于噪声实在抱歉．我们会去处理．
客：好的，算了．
员：我会亲自去看．祝您晚安．
Ｅ．洗衣服务
服务员：客房服务员，可以进来吗？
客人：可以，这些衣服要送洗．
员：好的，先生，请填写洗衣单好吗？
客：在哪儿？
员：洗衣袋和洗衣单都在衣柜内．
客：好的，可以借用你的笔吗？
员：当然可以，请便．
客：谢谢．对了，这些衬衫不要用浆的．
员：不浆，我了解，先生．
客：还有这件夹克上有污点，我想在干洗前去掉它．
员：请让我看看好吗？
客：好的，在这儿．
员：是哪一种污点？
客：上面泼到了酱油．
员：我们会尽力除去这个污点，但无法增加结果如何．
客：没关系，你认为要花多少时间呢？
员：我不确定，但是我会向洗衣部查询并通知您．
客：好的，希望尽快．
Ｅ．代客购物
客人：我是3605房的斯密思先生，你能帮我忙吗？
服务员：是的，斯密思先生，我能帮您做什么？
客：你能给我拿一份英文报吗？
员：好的，先生．我马上给您送来．今天的晚报要吗？
客：不，谢谢．报纸要多少钱一份？
员：报纸是免费的，先生．
客：很好，对不起，麻烦您了，但我还需要些**．
员：没关系，先生．您要哪个牌子？
客：万宝路．
员：先生，要几包？
客：两包，旗开得胜 把费用加在我的帐单上．
员：恐怕**要用现金支付，２０元钱．
客：好的，我用现金支付．
员：谢谢!我们会尽快把报纸和**送到您的房间.
餐馆英语
Food&Beverage service
一、关键词语Key words
restaurant 餐厅
bowl 碗
banquet hall 宴会厅
chopsticks 筷子
western food 西餐
dish 碟子
Chinese food 中餐
Tray 托盘
Bill 帐单
Finger bowl 洗手盆
Steak 牛排
Spoon 勺、匙
Soup 汤
Teacup 茶杯
Main course 主菜
Winecup 酒杯
Soft drink 软饮料
Coffee cup 咖啡杯
Dessert 餐末点心、甜食
Glass 玻璃杯
Wine 酒、葡萄酒
Tea pot 茶壶
Buffet 自助餐、冷餐
Table knife 餐刀
Sugar 糖
Fruit knife 水果刀
Cigarette **
(table)fork 餐叉
sandwich 三明治
napkin 餐巾
typical local dish 风味菜
toothpick 牙签
taste 味道
cruet 调味瓶
salty 咸的
sideboard 餐具柜
fresh 鲜的
milk 牛奶
sour 酸的
fruit juice 果子汁
sweet 甜的
beer 啤酒
bitter 苦的
beef 牛肉
tart 涩的
button 羊肉
fried 油煎的
pork 猪肉
crisp 松脆的
salad 色拉
smoked 烟熏的
bread 面包
health food 保健食品
rice 米饭
ice-cream 冰淇淋
pudding 布丁
二、基本句型Basic Sentences
1. Sit down , please. Here is the menu. May I take your order?/Are you ready to order, sir?
请坐，给您菜单，先生，您要点菜吗？
2. What would you like to have, coffee or tea?
您要喝咖啡还是茶？
3. Would you like to have some wine with your dinner?
您用餐时要喝点酒吗？
4. service hours are:6:00 a.m. to 10:00 a.m. for lunch,5:30 p.m. to 9:30 p.m. for dimmer.
餐厅供应时间是：早餐是6点到10点，午餐是11点半到2点，晚餐是5点半到9点半。
5. Here is the bill. Please sing it.
这是您的帐单。请签字。
6. Will this table be all right?
这个座位好吗？
7. Would you like to start with a glass of beer?
先喝一杯啤酒好吗？
8. What vefetable would you like with your fish?
吃鱼时您想配点什么蔬菜呢？
9. How do you like Chinese food?
您喜欢**菜吗？
10. What do you think of our service?
您对我们的服务有什么意见？
11. How would you like your steak cooked? Raer, Medium, or well done?
牛排怎么做？三分熟，半熟还是熟透？
12. In your hotel we don’t accept tips. It’s our pleasure to serve our guests well. Thank you all the same.
我们饭店是不收小费的。我们为客人服务好感到高兴，还是要谢谢您。
13. We’ll give you a 10%(ten percent) discount after 8 p.m. o’clock.
晚上8点以后，我们给您九折优惠。
14. We’ll offer tour guides **plimentary breakfasts.
我们给陪同提供免费早餐。
15. I’d like to reserve a table for four for this evening at 8.
我想预定一张今晚8点四人的餐位。
16. I’m afraid you’ll have to pay for the damage.
您*须赔偿。
17. I can’t guarantee anything, but I’ll try my best.
我不能增加，但我会尽力而为。
18. Have you made a reservation? / Do you have a reservation?
您预定过了吗？
19. How many people are there in your party? / For how many people?
你们一共有几位？
20. I’d like to reserve a table by the window.
我想定一个靠窗的餐位。
21. How about a table in the corner of the restaurant?
餐厅角落的餐位好吗？
22. We are open until 12:00 p.m., but our last order for dinner is at 11:00 p.m.
我们一直营业到晚上12点，但晚餐点菜的截止时间是11点。
23. I’m sorry, sir, the restaurant is full now/today.
对不起，先生，现在/今天我们餐厅预定已满。
24. Please sit at the same table for each meal.
请你们每顿饭坐在同一个餐位上。
25. Since you are group guests, we’ve arranged a set menu for you. If you want to have extra food, you should also pay extra for it .
因为你们是团队客人，我们已经替你们安排了套菜。假如你们想另外加菜的话。你们得另付费用。
26. I’m sorry, we’re filled up right now, but do you mind waiting for a while?
对不起，这会儿都挤满了，可是您能不能等一会儿？
27. We will have you seated as soon as possible.
一有空，我们马上给您安排座位。
28. Would you like smoking area or no-smoking area?
您喜欢吸烟区还是非吸烟区？
29. I’m sorry, sir. The table has been reserved. These is a sign on it.
对不起，先生。这张桌已经有人预定了，上面有个标签。
30. Your dining coupons only include soft drinks. I’m afraid you have to pay extra for it.
您的餐券只包括软饮料，我想如果您要这个的话得额外付费。
31. What would you like to follow?
您下一道点什么呢？（这也是请客点菜的套话）
32. What kind of food (drink , juice, dessert)would you like?
请问您要哪种食品/饮料/果汁/甜品？
33. Everything is a la carte.
所有的东西都是可以零点的（自己点的）。
34. That’s all for your dishes. If you want anything eles, just call me. Plesase enjoy yourself.
您的菜上齐了。如果您还要什么，请叫我。祝您就餐愉快。
35. The dish is very hot. Please be careful, sir.
先生，这道菜很烫，吃时请当心。
36. This food is best eaten while hot. Please enjoy your meal.
这道菜好趁热吃。请慢用。
37. The buffet is over there. You can choose what you like.
自助餐在那边，您可以任意选择。
38. Our buffet serves rich Chinese and Western food and also various kinds of salads, cakes and fruit.
自助餐厅事物丰富，有中式食品、西式食品，还是各式色拉、糕点和水果。
三、情景对话 Conversations
A. Giving information
Guest: Is that the Chinese Restaurant?
Waiter: Speaking. May I help you?
G: What kind of food do you serve?
W: We serve a great variety of popular Chinese dishes in set course and a la carte.
G: I see. That sounds fine. Until what time are you open?
W: We are open until 10 p.m. but our last order for dinner is at 9:00 p.m..
G: Fine. Are necessary?
W: we would advice you to make a reservation as the restaurant is often full.
G: We’ll do that then. I’d like for table for six, please, for this eveing.
W: Thank you, sir. At table for six at 8 o’clock tonight, Would you please tell me your name ,please?
G: Yes, it’s Aston.
W: Are you a hotel guest, Mr. Aston.
G: Yes, I’m in room 4012.
W: Mr. Aston in room 4012, we look forward to serving you.
G: See you at eight o’clock then.
W: Thank you, sir. Goodbye.
B. Re**mending particular dishes
W: Excuse me, sir. Are you ready to order?
G: Yes, I’ll tale the Clod Duck Web, Three Delicious- Ingredient Soup and Sichuan Chicken Cubelets.
W: Yes, sir, Do you wish to take anything else?
G: Is there any particular dish you would re**mend ?
W: The crisp fish is wonderful tonight, The fish is very fresh .We also have several good sea-food dishes, if you like seafood .
G: I don’t care much for sea-food, I Think I’ll try the crisp fish.
W: Would you like anything to drink?
G: Yes, a bottle of beer. By the way, don’t go easy on chili and garlic. I was told Sichuan food is very hot.
W: Yes, sir. I’ll bring the dishes straight away.
C. Introuducing how to use the chopsticks
W: Your fried prawns with people salt, sir.
G: Thanks very much. Could you tell me how to use the chopsticks?
W: Certainly, sir. But shall I bring you a spoon or a fork?
G: No. I’d like to learn to use the chopsticks.
W: All right, sir. Please hold them like this. Please separate the chopsticks. Rast them between the thumb and the forefinger. Place the thumb on the right chopsticks on the little finger and the right finger and the forefinger. Only the chopsticks on the right should move.
G: I see. It’s not very difficult.
W: Thanks very much. Bye the way, what is this thing under the chopsticks?
G: Wonderfull. Thank you for your help.
W: My pleasure.
D. Signing the bill
G: Waiter, bill, please.
W: Certainly, sir. Just a moment, please. Here is your bill, sir. The total is 686 Yuan.
G: Well, what’s this for?
W: This charge is for one Gordon Dry, sir.
G: But I didn’t order Gordon Dry.
W: I’m sorry, sir. Just a moment, please. I’ll check it for you, sir.
G: You should have been more careful.
W: Yes, sir. Please do accept my apology, Would you like to sign you bill now?
G: All right.
W: What’s your room number?
G: 4012.
W: Think you, sir. I hope you enjoyed your dinner.
E. Ordering a breakfast
W: Room service. Can I help you?
G: Yes, can I have my breakfast brought into my room?
W: Certainly, sir. Would you give me your name and your room number, please?
G: Yes, my name is Brown and my room number is 4018.
W: At what time would you like it, Mr.Brown.
G: Now, please.
W: A continental breakfast?
G: Yes.
W: With coffee or tea?
G:Coffee, please.
W: Orange juice or apple juice.
G: Apple juice.
W: For how many people?
G: Two. How long will it take?
W: It’ll be up immediately, Mr. Brown.
G: That’s fine. Thank you.
W: You’re wel**e.
F. Wine Orders
W: Mr. Brown, would you like some wine for your meal? We have a good selection of classfid Bordeaux wines and Californian Wine.
B: OK. That’s a good idea.
W: Here is the wine list, Mr. Brown. Please take your time. (After a few minutes the waiter **es back to the table.)
W: Excuse me, Mr. Brown. May I take your wine order, now?
B: There are so many wines here. We really don’t know which one to take.
W: What about a bottle of Chateau Haut Lafite? It is very good. Many guests give high **ments on it.
B: Fine, a bottle of this wine.
W: (Presenting the bottle to the guests) Mr. And Mrs. Bellow, this is the bottle of chateau Haut Lafite 1946.
B: Aha, it looks quite all right.
W: When would you like the wine to be served, with the main dish or with the first course?
B: Open in now, please.
W: (The waiter opens the bottle and pours a bit of wine into the guest’s glass). Mr. Brown, would you please taste the wine?
G: Excellent! Thank you for your re**mendation.
W: I’m glad you like it. Enjoy your meal.
A. 提供信息
客 人：你们是中餐厅吗？
服务员：是的。我能为你服务吗？
客：请问你们供应什么菜肴？
员：我们供应各种各样的**名菜，有套菜也有点菜。
客：我知道了。听起来不错，你们营业到什么时候？
客：我们一直营业至晚上10点，但晚餐点菜的截止时间是9点。
员：好的，座位要不要预定啊？
客：因为我们餐厅常常客满，所以我们建议你还是预定的好。
员：那么预定吧。我想预定6个人的桌位，今天晚上要。
客：8点钟。
员：好的。今天8点预定一张6个人的桌位。请问您的姓名？
客：我叫阿斯顿。
员：阿斯顿先生，您是住店客人吗？
客：是的，我住在4012房间。
员：4012房间的阿斯顿先生，我们期待着您的光临。
客：那么8点钟见。
员：谢谢您，先生，再见。
B．推荐特色菜
服务员：先生，请问您现在点菜吗？
客 人：是的。我要拌鸭掌、三鲜汤和宫保鸡丁。
员：好的，先生。还要别的吗？
客：有什么特别值得推荐的菜吗？
员：今晚的脆皮鱼特别好，鱼都是新鲜的。我们还有几种上好的海味，如果您喜欢海鲜的话。
客：我不大喜欢海味，就尝尝脆皮鱼吧。
员：您要喝点什么？
客：是的，一瓶啤酒。顺便提一下，别放太多辣椒和大蒜，我听说川菜很辣。
员：好的，菜马上就送来。
C．介绍怎样使用筷子
服务员：您的椒盐炸明虾，先生。
客 人：多谢。你能告诉我怎么使用筷子吗？
员：当然可以，先生。我去给你拿一把勺子或叉子来好吗？
客：不用了，我想学学怎样用筷子。
员：好的，先生。请这样拿筷子。先把筷子分开，把它们夹在拇指和食指中间。把拇指放在右边的筷子从下往上的三分*一处。把左边的筷子放在小指与无名指上。用中指和食指使用筷子。注意只能移动右边的那只筷子。
客：我知道了。不太难学。
员：是的，很容易学。
客：非常感谢。顺便问一问，筷子底下的东西是什么？
员：这是筷托。用了筷托，筷子的头部就不会碰到桌子。
客：太妙了。谢谢您的帮助。
员：很高兴为您服务。
D．签单
客 人：服务员，请结帐。
服务员：好的，先生，请稍等。这是您的帐单，先生。总共686元**。
客：哦，这是什么费用？
员：这是一杯哥顿杜松子酒的费用，先生。
客：可是我没有要过哥顿杜松子酒。
员：对不起，先生。请稍等。我去核对一下，先生。
客：好吧，我不在乎等。
员：太对不起，先生。帐单上出了一点错，我已经改过来了。总共应该是582元**，请您核对一下好吗，先生？
客：您本来就应该仔细一点的。
员：是的，先生。请接受我的道歉。现在请签一下帐单好吗？
客：行啊！
员：请问您的房号？
客：4012。
员：先生，谢谢您。希望您对晚餐满意。
E．早餐预定
服务员：送餐服务。有什么事要我们办吗？
客 人：是的，请给我房间送早餐来，好吗？
员：当然可以，先生。请问您的姓名和房号？
客：我叫布朗，房号4102。
员：请问您要在什么时间用早餐，布朗先生？
客：现在就要。
员：要大陆式早餐吗？
客：是的。
员：您要咖啡还是茶？
客：咖啡吧。
员：要橙汁还是苹果汁？
客：苹果汁。
员：请问有几人用餐？
客：2个人。早餐要等多少时候送来？
员：我马上就送来，布朗先生。
客：那很好，谢谢您。
员：不用谢。
F．点酒水
服务员：布朗先生，您用餐时要喝点什么酒吗？我们有多种幼稚的波尔多酒和加利福尼亚酒。
客 人：这注意不错！
员：这是酒水单，布朗先生，现在可以为您点酒吗？
客：酒的品种真多啊。我们都不知道选哪一种了。
员：来一瓶夏多奥拉菲特怎么样？这种酒非常不错，很多客人对它赞赏准备至。
客：好啊，来一瓶吧。
员：（为客人送上酒）布朗先生，这是夏多奥拉菲特酒，产于1964年。
客：啊，它看起来非常不错。
员：您需要什么时候打开它，是在主菜还是早头道菜后？
客：现在打开吧。
员：（服务员打开后，在客人酒杯中略倒一点酒）布朗先生，请您品尝一下好吗？
客：好极了，谢谢你的推荐。
员：我很高兴您喜欢这酒。祝您用餐愉快。
康乐服务
Recreation Service
一、关键词语 Key words
swimming pool 室内游泳池
tennis court 网球场
sauna 桑拿
snooker room 台球房
member 会员
membership 会员卡
health consultation 健身指导
aerobic 韵律操房
table tennis room 乒乓球房
work-out card 健身卡
relaxation **
exercise 练习
muscle 肌肉
massage 按摩
wardrobe/locker 更衣柜
chargeroom 更衣室
bath 洗澡
temperature 温度
cigarette **
rent 租金
glove 手套
breaststroke 蛙泳
steam 蒸汽
sport shoes 运动鞋
britches 泳裤
swimming goggles 泳镜
swimming ring 救生圈
drink list 酒水单
calorie 卡路里
wardrobe 衣柜/衣帽间
shampoo 洗发水
single use card 单项卡
swimwear/swimsuit 泳衣
steep water 浸脚池
infant britches 儿童泳裤
swimming hat 泳帽
earplug 耳塞
tennis racket 网球拍
coach/instructor 教练
二、基本句型 Basic Sentences:
1. Wel**e to Chess& Card room.
欢迎光临**室。
2. What would you like to play mahjong or playing cards?
请问您打麻将还是玩**牌？
3. Are you **fortable?
您舒服吗？
4. Our Health Club is free for our hotel guests.
健身中心对住店客人免费的。
5. How about the temperature in the swimming pool today? It’s about 20℃ (twenty degree centigrade )now.
今天的水温是多少？大约20摄氏度。
6. Are you in –house guests?
你们是住店客人吗？
7. Please show me your room card.
请出示一下您的房卡。
8. Please relax your shoulder (Relax yourself).
放松您的肩膀（放松自己）。
9. There’s a wonderfull play in the Night Club tonight.
今晚，夜总会有一场精彩的演出。
10. It’s open from 7:00a.m. to 9:00p.m.
上午7点到下午9点开放。
11. You can help table tennis on the fourth floor.
您可以去4楼打乒乓球。
12. .Here is the gymnasium,in which there are all the latest fitness apparatus.
这是健身房，里面有新式的健身器械。
13. Our fitness center is free for our hotel guests except food and beverage.
住店客人在健身中心运动，除饮料、食品外，费用全免。
14. We also have favilities like sauna, billiards room, beauty salon, etc.
我们还有桑拿浴室、台球房、中心等设施。
15. We do not charge much on rackets and balls for tennis.
网球和网拍的出租费用很低。
16. You can fet back your clothes with the tag given to you when you leave.
您走时凭牌取衣服。
17. Thirty yuan per hour, we will give the staying guests twenty percent discount.
30元每小时，我们给住店客人8折优惠。
18. You can take a sauna bath there.
您可以在那洗桑拿。
19. You can ask for massage service.
您可以要求**。
20. We can offer you a glass of soft drink and a plate of fruit at free.
我们免费供应一杯饮料，一碟水果。
三、情景对话 Conversation
A. At the fitness center
Attendant: Goodby morning, sir and mandam! What can I do for you?
Guest 1: Hi, we want to out for some exercise, but it’s raining.
A: Don’t worry. I’ll lead you to the fitness center of our hotel. You can do all kinds of indoor sports there, such as mat exercises, free exercises, golf, indoor swimming and breathing exercises and so on.
G2: Wonderfull! But we want to do some jogging.
A: You can do it with race apparatus. We have many kinds of appareatuses such as bicycle apparatus, chest-expander, bar bell, dumb bell and so on. In addition, our fitness center is free for our hotel guests except food and beverage.
G: Great! Thank you very much.
B. At the swimming pool
Attendant: Good evening, sir and madam!. Wel**e to our swimming pool.
Guest 1: Good evening, it is said the swimming pool in you hotel is very nice. We want to hire two beach chairs and two swimming costumes. What’s the charge per hour?
A: Forty yuan an hour.
G1: Very good. How about the temperature in the pool today.
A: It’s about 20 degree centigrade now.
G1: Good, what is the depth?
A: Half meter to two meters, sir.
G2: Do you often change the water?
A: Certainly, sir. In fact, we have just changed the water this morning.
G2: Great. When is it closed in the evening?
A: It opens from 6:00 a.m. to 12:00 mindnight including Sunday.
G1: Good, I’d like to have a swimming bath now.
A: Certainly, sir. Here’s the key to your dressing rooms.
G2: Thank you.
A: At your service, sir and madam.
A. 健身中心
服务员：早上好，先生，夫人。我能为你们效劳吗？
客人1：你好，我们想出去锻炼，天却下雨了。
员：不用担心。我带你们去酒店的健身中心，你们可以在那里做各种各样的室内体育运动，如垫上运动、自由体操、微型高尔夫、室内泳池、气功等等。
客2：太妙了！可是我们想跑步。
员：你们可以使用跑步机跑步。我们有各种各样的设备，如自行车、拉力器、杠铃、哑铃等等。此外，住店客人在健身中心运动，除饮料食品外，费用全免。
客1：太好了！非常感谢。
B．游泳池
服务员：先生，太太，晚上好。欢迎光临我们游泳池。
客人1：晚上好，据说你们酒店的游泳池不错。我们想租2张帆布椅和2件游泳衣。每小时的费用是多少？
员：40元一小时。
客1：很好，今天的水温是多少？
员：大约是20摄式度吧。
客1：很好。水深多少？
员：从半米到两米，先生。
客2：你们经常换水吗？
员：当然，太太。事实上今天早晨我们刚换好水。
客2：太好了，晚上几点关门？
员：游泳池从早晨6点到午夜12点都开放。星期天也是如此。
客1：好。现在我们想来个游泳浴。
员：好的，先生，给你们更衣室钥匙。
客2：谢谢。
员：乐意为您服务，太太，先生。
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