年后即將迎來入職高峰期，如何讓新來的小伙伴快速上手也是酒店各部門培訓(xùn)員的重要任務(wù)，今日分享酒店前臺需要掌握的英語詞匯。
 
詞匯 Vocabulary
 

前臺	Reception/Front Desk
預(yù)訂處	Reservation
經(jīng)理	Manager
主管	Director
大堂副理	Assistant Manager
賓客關(guān)系主任GRO	Guest Relation Officer
總臺接待員	Receptionist
話務(wù)員/接線員	Operator
行李員	Bellboy
服務(wù)員	Waiter/ Waitress
樓層服務(wù)員	Chambermaid/ Floor Attendant
大堂	Lobby
衛(wèi)生間	base Room / Washroom /Restroom
表格	Form
登記	Registration /Register /Check-In
接待	Receive
登記單	Registration Form
性別	Gender
到達日期	Date of Arrival / Arrival Date
離店日期	Date of Departure / Departure Date
公司名稱	Company Name
職業(yè)	Occupation
有效期限	Date of Validity
入境口岸	Entry Port
擬住天數(shù)	Length of Stay
加床	Extra Bed / Rollaway Bed
延長退房/繼住	Extension of Stay
換房	Room Change/ Change Room
預(yù)訂單	Reservation Record
預(yù)訂記錄	Reservation Record
等候名單	Waiting List
到達/到客名單	Arrival List
抵店時間/日期	Arrival Time / Date
離店時間/日期	Departure Time/ Date
預(yù)計抵達時間/E.T.A	Estimated Time of Arrival
預(yù)計離達時間/E.T.D	Estimated Time of Departure
歡迎卡	Welcome Card
住房率/出租率	Occupancy Rate
超額預(yù)訂	Overbook
每日客情預(yù)報表	Rooms Forecast Daily Report
客史檔案	Guest History
金卡會員	Gold Club Member
用正楷書寫	In Block Letters / In Print / In Capital Letters
出生日期	Date of Birth
詳細家庭地址	Full Home Address
入境簽證號	Entry Permit Number
旺季	High Season
淡季	Low Season
空房/VAC	Vacant Room
待修房/OOO	Out of Order
住客房/OCC	Occupied Room
酒店自用房/HU	Hotel Use
重鎖房/DL	Double Locked
臟房/走客房 VD	Vacant Dirty
請勿打擾/DND	Do Not Disturb
貴賓/VIP	Very Important Person
外宿/OOT	Out of Town
入住/C /I	Check in
退房/C /O	Check Out
有預(yù)未訂入住	No-Show
散客	Walk In Guest
團體預(yù)訂	Group Reservation
等候排房名單	Waiting List
接機服務(wù)	Pick-Up Service / Limousine Service
行李	Baggage / Luggage
行李寄存	Leave/ Deposit/ Store /Check Baggage
雨傘	Umbrella
叫早服務(wù)	Morning Call
貴重物品	Valuables
易碎物品	Fragile Objects
手提箱/衣箱	Suitcase
身份證	I.D Card / Identity Card
護照	Passport
簽證	Visa
入境簽證	Entry Visa
出入境管理	Entry and Exit Control
團體簽證	Group Visa
回鄉(xiāng)證	Return Home Card
臺胞證	Taiwan Compatriots Card
居留證	Residence Permit
國籍	Nationality
填寫	Fill in
簽名	Signature
全稱	Full Name
姓	Surname
名	First Name
曾用名	Former Name
閉路電視	Closed Circuit Television
衛(wèi)星電視	Satellite Television
音響/高保真	Hi-Fi - High Fidelity
旅行社	Travel Service / Travel Agency
導(dǎo)游	Tour Guide
海外領(lǐng)隊	Overseas Escort
旅行團（隊）領(lǐng)隊	Tour Director/ Leader
團隊分房名單	Rooming List
外國零散客人F.IT.	Foreign Independent Traveler
長住客人	Long Stay Guest
常客	Regular Guest / Familiar Guest / Frequent Guest
回頭客	Repeat Guest
旅行團	Tour Group
口訊	Message
投訴	Complaint / Complain
處理投訴	Handle / Settle Complaint
道歉	Apology / Apologize
標準價/原價/門市價/	散客價 Rack Rate
團隊價	Group Rate
優(yōu)惠價	Commercial Rate
合同價	Contract Rate
折扣價	Discount Rate
取消	Cancellation / Cancel
確認	Confirmation / Confirm
確認預(yù)訂	Confirmed Reservation / Booking
保證預(yù)訂	Guaranteed Booking
更改	Change
延長	Extension /Extent / Prolong
延遲	Delay
票券	Voucher / Ticket / Coupon
自助早餐（券）	Buffet Breakfast(Voucher)
自助晚餐（券）	Buffet Dinner(Voucher)
中式點心	Chinese Refreshment
套房	Suite
標準房	Standard Room
單人房	Single Room / Single
雙人房	Double Room / Double
帶淋浴的雙人房	Twin Beds with Shower
商務(wù)套房	Business Suite
豪華套房	Deluxe Suite
總統(tǒng)套房	Presidential Suite
客房設(shè)施	Room Facilities
單人床	Twin-Size Bed
雙人床	Double-Size Bed
大號雙人床	Queen-Size Bed
特大號雙人床	King-Size Bed
加床	Extra Bed / Rollaway Bed / Foldaway Bed
空調(diào)	Air-Conditioner
中央空調(diào)系統(tǒng)	Central Air Conditioning System
溫度調(diào)節(jié)器	Temperature Adjuster
寬敞	Spacious
舒適	Comfortable / Cozy
保險箱	Safe Box
小酒吧/小冰箱	Mini-Bar
洗衣服務(wù)	Laundry Service
快洗	Express Laundry Service
普通洗	Ordinary/ Normal Laundry Service
傳真機	Fax Machine / Facsimile Machine
彩色打印機	Color Printer
激光打印機	Laser Printer
電腦	Computer
掃描儀	Scanner
錄相機	Video Recorder
投影儀	Overhead Projector
幻燈機	Slide Projector
碎紙機	Paper Scraper
傳真首頁	Cover Sheet
圓珠筆	Ballpoint Pen
日歷	Calendar
白板筆	Marker
筆記本	Notebook
信紙	Writing Paper
信封	Envelope
郵票	Stamp
郵政編碼	Zip Code
報紙	Newspaper
雜志	Magazine
快遞服務(wù)	Express Mail Service
文件夾（夾子）	Clip
文件夾（合頁）	Folder
文件夾（墊板/寫字板）	Clipboard / Arch board
扣釘文件夾	Fastener Binder
文件袋	File / File Bag / Clear Bag
尺子	Ruler
小刀	Knife
剪刀	Scissors
橡皮擦	Eraser
回形針	Paper Clips
大頭針	Pin
膠水	Glue
印臺	Stamp Pad
打孔器	Punch / Paper Punch
計算器	Calculator
電腦	Computer
顯示器	Video Monitor
鍵盤	Key Board
鼠標	Mouse
電話機	Telephone Set
電話號碼	Telephone Number
外線電話	Outside Call
內(nèi)線電話	House Call
分機	Extension
電話號碼薄/電話索引	Telephone Directory
國內(nèi)長途直拔電話DDD	Domestic Direct Dialing
國際長途直拔電話IDD	International Direct Dialing
打長途電話	Make A Long Distance Call
市內(nèi)/本地電話	Local Call
IP電話	I.P. Call
國際長途電話	International Call
轉(zhuǎn)接電話	Transfer Call
緊急電話/加急電話	Urgent Call
無人接聽	No Answer
國家/地區(qū)代碼	Country Code / Region Code
地區(qū)代碼	Area Code
電話號簿	Telephone Directory
電話黃頁	Yellow Pages
占線	Engaged/Busy
服務(wù)費	Service Charge
八折	Twenty Percent Discount
手機/移動電話	Mobile
充電器	Charger
沙發(fā)	Sofa
椅子	Chair
商務(wù)洽談室	Business Meeting Room
書架	Bookshelf
委托代辦服務(wù)	Miscellaneous Service For The Guest
代印名片	Namecard-Printing Service
地圖	Map
煙灰缸	Ashtray
垃圾筒	Trash Bin / Waste Basket
插座	Socket
插頭	Plug/Adapter
鮮花店	Flower Shop
鮮花	Fresh Flower
花藍	Floral Basket/A Basket Of Flowers
盆景	Miniature
航班號碼	Flight Number
時刻表	Timetable
不定期機票	Open Ticket
直達航班	Direct Flight
包機	Charter Flight
正常/定期航班	Regular Flight
免費托運行李重量	Free Baggage Allowance
頭等艙	First Class
商務(wù)艙	Business Class
經(jīng)濟艙	Economy Class
單程機票	Single Ticket/One Way Ticket
雙程機票	Return Ticket/Round Trip Ticket
確認/再確認	Confirm/Reconfirm
旅程/行程	Journey/Trip
紀念品	Souvenir
手推車	Trolley/Cart
走廊	Corridor/Passage/Passageway
郵件	Mail
分發(fā)	Delivery/Distribute
包裹	Parcel/Package
方便/便利	Convenience/Convenient
不便/麻煩	Inconvenience/Inconvenient
通知	Inform
提醒	Remind
贈償	Compensation/Indemnity
損壞/損毀	Damage

 
語句 Sentence
 
01
預(yù)訂 reservations
1、Good evening, XX Hotel, Reception, how may I help you? / What can Ido for you?
晚上好，XX酒店，總臺，需要幫忙嗎？
 
2、What kind of room would you like to book?
您要什么樣的房間呢？
 
3、We have single rooms ,double rooms, business, deluxe suites and a presidential suite.
我們有單人房、雙人房、商務(wù)套房、豪華套房和總統(tǒng)套房。
 
4、What kind of room do you want? And for when?
您想訂什么房間？什么時候要？
 
5、Forwhat dates, please?
什么日期的？
 
6、Wait a moment, please. Let me check the recent reservations.
請稍等一下，讓我查一下最近的訂房情況。
 
7、Just amoment, please. Let me check and see if there is a room available?
請稍等，我查一下是否有空房？
 
8、Yes, we do have a single room for tomorrow.
我們明天有單人房。
 
9、I′m sorry, but we′refully booked for single rooms. Would you like to have a double room?
很抱歉，單人房全部預(yù)訂出去了。雙人房可以嗎？
 
10、I′m sorry, but the hotel is full on that date.
很抱歉，但那天，酒店客滿。
   
11、It′s…yuan per room per night, with breakfast.
一個晚上是...元，包含早餐。
 
12、We offer…percent discount for a group reservation, sir.
先生，我們對團體預(yù)訂提供…折優(yōu)惠。
 
13、This is the best price we can offer,because the company doesn’t make a contract/anagreement with us.
該公司未跟我店簽約，這是我們能提供的最低折扣。
 
14、Ingeneral, we offer the walk-in guest a 20% discount. But the 40% discount can be considered if you want more than ten rooms.
一般散客只打八折，如果您需要十間以上，我們會考慮提供六折優(yōu)惠。
 
15、Is it too expensive for you? How about you check in now, then I’ll speak to my manager and try to give a better price.
是否標準不夠，這樣好嗎？您先住下來，我馬上請示經(jīng)理，爭取給您更優(yōu)惠的價格。
 
 
 
02
訂金/押金 deposit
16、could you ask your company/host unit topay/remit the deposit to us ahead of your arrival, if they will cover your expenses?
如果您的費用由公司/接待單位幫您付，能否請他們預(yù)交押金？
 
17、please pay…yuan in advance.
請預(yù)付…元。
 
18、please remit us 30% of the total amount and confirm your reservation before you arrive.
請匯款總房價的30%，并在您到達前確認一下訂房。
 
19、please pay the deposit over there first.
請您先到那邊付一下訂金。
 
20、There is not any discount for service charge.
服務(wù)費恕不打折。
 
21、Could you give me your name and telephone number, please?/ Could you tell me your friend’s name?
請問您貴姓？電話號碼是…？請問您朋友的名字？
 
22、Who is the reservation for, madam?
女士，給哪位預(yù)訂的？
 
23、How do you spell it, sir?
怎么拼寫？
 
24、Could you tell me the flight number,please?
請問航班號是…
 
25、Please tell your friend to check in before six tomorrow evening.
請通知您的朋友在明晚6點前登記住店。
   
26、you can make a room reservation by correspondence, telephone, fax, or email. We’ll reply according to the situation.
您可以寫信，或通過電話、傳真、電子郵件預(yù)訂房間，我們會根據(jù)情況給予答復(fù)。
 
27、For further information, please call the sales department, the tel.is …
詳情，請與銷售部聯(lián)絡(luò)，電話是… …
 
28、We have taken a note /notice of that.Please confirm the specific date by telephone,fax or email the day before youarrive.
我們已為您做好記錄，請您在到來的前一天打電話、發(fā)傳真或電子郵件通知我們確認一下具體時間。
 
29、Thank you for calling, Mr. Smith.Good-bye. We look forward to having you with us soon. Smith
先生，謝謝您的電話。希望早日見到您。
 
 
 
03
登記入住 Work in
30、Do you have any reservations, sir?/Have you made a reservation?
請問您有預(yù)訂嗎？
 
31、Have you got the confirmation of your reservation?
您有訂房確認函嗎？
 
32、Who made it for you? The…(company name) or some other unit?
請問誰幫您訂房的？是…（公司名稱）還是其他單位？
 
33、May I have your name？
可以知道一下您的名字嗎？
 
34、What kind of rooms would you like?Single or double?
先生，請問您要什么房？單人房還是雙人房？
 
35、How long will you be with us?/How long are you going to stay here?
您打算住多久？
 
 
04
介紹房間 About the Rooms
36、We have different types of rooms: singles, doubles and suites. And they vary in rates:…yuan and …yuan for a single room，…
我們有不同種類的房間：單人房、雙人房、套房，價格是多種的，單人房：…元、…元，… 
 
37、The facilities in all rooms are the same.
每個房間里的設(shè)備都是一樣的。
 
38、There is closed circuit television and a hi-fi system in the room.
房間里有閉路電視和音響。
 
39、I think they are equally elegant and comfortable.
我覺得它們都很雅觀、舒適。
 
40、Your room is facing the garden / street/…and it is lovely.
您的房間面向庭院/鬧市/…，景色很不錯的。
   
05
推薦其他房間 Recommendations
41、Sorry,sir. All double rooms are occupied. How about having a suite?
對不起，先生，雙人房滿了，套間怎么樣？
 
42、Sorry,all our rooms fully occupied.
對不起，所有的房間都客滿了。
 
43、Sorry,most of the rooms are occupied.Now, we only have some suites. A suite include sitting-room , a bed-room(withtwo beds) and a bathroom. The rate is…yuan.How about taking a suite for tonight?
很抱歉，大部分房間都客滿了，現(xiàn)在只有套房。套房包括客廳、臥室（雙床）和浴室，房價是……元，先住一個晚上，好嗎？
 
44、Would you please take a double room for tonight?
今天晚上您先住一間雙人房，好嗎？
 
45、Sorry,since most of the rooms are occupied at the moment, we can only give you two rooms on different floors. Will that be all right?
對不起，因為大多數(shù)房間都客滿了，我們只能給您兩間不同樓層的房間，可以嗎？
 
46、A guest will check out at 3:00 this afternoon. We can give you that single room if you don’t mind waiting.
一位客人下午3點離店，如果您不介意多等候，我們將為您安排那間單人房。
 
47、Don’t worry,sir. There are some other hotels around here and the nearest one is the …Hotel.
別擔心，先生，這里附近還有別的酒店……酒店是最近的一間。
 
48、You may come here again tomorrow morning if you want to make a change.
您要換房的話，明天早上再來辦理，好嗎？
 
 
06
辦理入住 Check-in
49、May I have a look at your passport, sir?Would you show me your passport, please?Have you got any identification, madam?
請出示一下您的護照/證件，好嗎？
 
50、Would you please show me your valid identity certificate? Thank you.
請出示一下您的有效身份證明，好嗎，謝謝！
 
51、Would you please fill in this form?Would you mind filling in the registration form,madam?
麻煩您填寫一下這張表/登記表，好嗎？
 
52、Excuseme, what′s your latest entry port and date?
請問，您最近一次的入境口岸和日期是…？
 
53、Excuseme, where is the date of expiration on your passport?
請問，您簽證蓋章在護照的哪一頁？
 
54、please fill in your passport number.
請?zhí)钌夏�的護照號碼。
   
55、Have you got a group visa, sir? May I make a copy of it?
您有團體簽證嗎？我復(fù)印一份，可以嗎？
 
56、Would you sign here, please?
麻煩您在這簽一下名。
 
57、How are you going to pay, in cash or by credit card? / How would you like to pay?
請問您打算如何付款，用現(xiàn)金還是信用卡？
 
58、Please pay when you check out.
請您退房時結(jié)帳。
 
59、Mr.Smith, your room number is 907, and here is your room key.
Smith先生，您的房間是907，這是鑰匙。
 
60、your room is 1006. This is your welcome card. It will be more convenient and enjoyable for you to use it in our hotel.
您的房間號碼是1006。這是您的歡迎卡，在酒店使用它會令您更加方便，愉快。
 
61、With the welcome card, the guest can sign the bill in our hotel. The cost will be added to the room account, but it only be accepted with the same signature as that one on the welcome card.
客人可憑歡迎卡在店內(nèi)簽單消費，帳入房費，但須客人本人的簽名方才有效。
 
62、Sorry,according to the hotel policy, you have to pay the rent for the extension of your stay.
根據(jù)酒店規(guī)定，您要付續(xù)住房間的房租。
 
63、You have to pay the full charge.
您要付全價的。
 
07
辦理退房 Check-out
64、Would you need check-out?
您需要退房嗎？
 
65、Your room number is XXX?
您的房間號是XXX?
 
66、Wait a moment, please
您稍等一下。
 
67、How was your feelings about staying our hotel? Could you give us some advices?
您覺得您在店期間對酒店還滿意嗎？有什么我們需要改進的嗎？
 
68、How would you like to pay, in cash or by credit card?
請問您是用現(xiàn)金付款還是用信用卡付款？
 
69、 Do you have something drink or eat mini-bar?
請問您在房間里迷你吧有什么消費嗎？
 
70、Please check it and sign here.
請您確認一下賬單，在這里簽字。
 
71、Do you need invoice?
您需要開發(fā)票嗎？
 
72、This is your bills .I will put it into the envelop for you.
這是您的賬單、刷卡憑條與發(fā)票，我?guī)湍�放在信封里�?br />  
73、Do you have some important things left your room. eg passport\airline ticket\wallet and so on.
您房間里還有其他貴重物品遺留嗎？如護照、機票、錢夾等。
 
74、We’re looking forward,at your service in the future.Have a good trip!
歡迎您下次光臨！

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