酒店英语学习：Part 1 Check -- in 入宿登记

当客人来到前台时，接待员首先向客人问好，然后请客人填写入宿登记表，当客人填写完登记表以后，接待员应检查一下，要做到各项内容都清晰准确。客人交来表格，接待员要先说谢谢，然后收下。如果要客人等候，一定要道歉，语气应尽量婉转，得体，无论多么忙碌，也应先跟客人打招呼，以示稍后将办理他们的事务。当客人询问时，无论问题有多简单，绝不能表示出不耐烦，应该耐心向客人解释清楚，当拒绝客人的要求时，千万不能生硬，要婉转且有礼貌地拒绝。对付麻烦的客人时接待员更应该做到适度得体，明确指出其要求与酒店的规定相矛盾。

C=Clerk 接待员 G = Guest 客人

(1)Check – in the hotel 办理入宿登记手续

① Have reservation 有预订

C: Good morning, sir. Can I help you?

您好，我能为您效劳吗？

G: Good morning! I have a reservation for a single room here.

早上好，我预订了一个单人间。

C: May I have your name, please?

请问您的姓名?

G: My name is Cruise, Tom Cruise.

我叫布克鲁斯,汤姆·克鲁斯.

C: Just a moment, sir, while I look through our list. Yes, I have it. Mr. Cruise. A single room with a bath. One thousand and eight hundred yuan, advance deposit paid. Is that correct?

稍等一下，先生，我查一下登记表，哦，我查到了，克鲁斯先生一间带洗澡间的单人房，已预付1200元订金,对不对?

G: Yes, that’s it.

是的。

C: Mr. Cruise, would you please fill in the registration form, with your name, address and nationality? Please also indicate the method of payment you prefer.

(the clerk verifies the form and record it.) Thank you for waiting, sir. Here is your hotel passport and keycard to Room A101. Please show it when signing bills in our restaurants. I’ll call the bellboy and he’ll take you to your room. I hope you enjoy your stay with us.

克鲁斯先生，请填写这张登记表格，包括你的姓名，地址、国籍。并请指明付款方式。

（接待员对表格并纪录资料）先生让你久等了，这是你的住房证明及锁匙，你的房号是A101。你在酒店内用餐签帐时请出示此证。我会吩咐服务生带你到房间，希望你在这里住得愉快。

② No reservation 未预订

C: Thank you for waiting, sir. I’m afraid we have no record of your reservation. Where was it made?

先生，让您久等了，恐怕我们没有你的预订记录，您是在哪儿预订的？

G: That’s very strange. It was made about a week ago through our travel agents at home, Peace Tours.

怪事，我们大约是一周前在家里通过和平旅行社预订的。

C: I’m afraid we have no record of any reservation made by Peace Tours in your name. Do you have a confirmation letter?

恐怕我们没有和平旅行社以您的名字所做的预订记录。有确认函吗？

G: No. We don’t . We only have a copy of our itinerary.

没有，我们只有一张复印的旅程表。

C: May I see it. Please? ……I’m afraid this won’t be enough . One moment, please. I’ve to check if there are rooms available …… May I suggest a family suite? We have just had a cancellation.

请给我看一下，好吗？这恐怕不够充分。请等一下，让我查看是否有空房……我提议你入住家庭套房，刚有一位客人取消预订。