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1、單擊此處編輯母版標(biāo)題樣式,單擊此處編輯母版文本樣式,第二級,第三級,第四級,第五級,*,Front desk services,Shining Young,接受預(yù)訂,問候-日期-住幾晚-人數(shù)-房間類型-查看-姓名、電話-具體時(shí)間-確認(rèn)-結(jié)束語,問候：Good morning.this is the front desk.may I help U,sir?,Guest:I want to make a reservation.(reserve a room),日期：thanks U.for which date?,住幾晚：for how many nights?How long do U pla

2、n to stay?,人數(shù)：how many(people)will there be in your party?,房間類型：which kind of room would U prefer?(single room.double room.standard room.triple room.suite.junior suite.business suite.duplex suite.deluxe suite.),查看：could U hold the line,please?/just a moment,please.I will check our room availability

3、for those days.Thank U for waiting.we have a(standard)room at RMB1000yuan and 1500yuan,which would U prefer?,問電話姓名：could U give me your name?May I have your telephone number,please?,具體時(shí)間：what time do you expect to arrive,sir?,確認(rèn)：I would like to confirm your reservation,sir.A standard room for Mr.lee

4、 at RMB 1500yuan per night for two nights from August 22th to August 24th.,結(jié)束語：My name is shining and we are looking forward to serving you.We hope to see U.,入住check-in,問候-確認(rèn)預(yù)訂-出示證件-填登記表-收取押金-鑰匙房卡-行李員送客上樓-祝愿,問候：同上,確認(rèn)預(yù)訂：Do U have a reservation with us,sir?,May I have your name?,Just a moment,please.I

5、 will check our reservation recordthank U for waiting.Your reservation is for a standard room for three nights.,出示證件、填表：please show me your passport and fill out the registration form.,收取押金：would U please pay RMB 3200yuan as deposit?,How would U like to make payment?,May I print your card?/may I tak

6、e a print of your card?Please sign your name here.,卡和鑰匙：this is the receipt.Key and room card to room1111.,行李員：the bellman will show you up with your baggage.,祝愿：I hope U will enjoy your stay with us.,結(jié)賬 check-out,問候-姓名、房間-準(zhǔn)備賬單-結(jié)賬-祝愿,問候：同上,客人：May I settle my hotel bill now?,I would like to pay my ho

7、tel bill now.,姓名房號：your name and your room number,please?,如不含早餐費(fèi)：Did U have breakfast?,準(zhǔn)備賬單：Just a moment,please.Im preparing your bill(Ill draw your bill for U).Sorry to have kept U waiting.here is your bill.RMB 3150yuan in all.Please check it.,結(jié)賬：you have paid a deposit of RMB 3200yuan,havent U?(客

8、人給收據(jù))。Thank U.here is the invoice and your change.Have a check,please.,（無押金或押金不夠）how would U like to make payment,sir?Let me take a print of your card.Sorry to have kept U waiting.Please sign on the print.(here)take care of your credit card and receipt.,Food&Beverage Services,The food and beverage d

9、epartment provides foods,dishes,drinks and other relevant services to the guests.It is the representation department in the hotel management system because the working efficiency and service standard reflect the overall management of the hotel.its service quality has great effect on the hotels reput

10、ation and the selling of other products.,預(yù)訂桌位reserving a table,問候-時(shí)間-人數(shù)-確認(rèn)-姓名、電話-結(jié)束語,問候：同上,（客人）I would like to reserve a table.,時(shí)間：what time is it for，sir?,人數(shù)：how many(people)are in your group?,確認(rèn)：sir,a table for six at seven tonight.,姓名、電話：may I have your name,sir?,Could U please spell it?could tel

11、l me your phone number?,結(jié)束語：thank u for calling.We are looking forward to serving U.,安排客人就座,問候-有無預(yù)訂-引領(lǐng)入座-餐前飲料（外國客人餐前喝飲料）,問候：同上,有無預(yù)訂：have u a reservation?,(yes)let me check.a table for six.Follow me please.Will this table be all right?Please take your seat.Can I get U something to drink?,(no)how many

12、 in your group?,How about the table near the window?,Please take a seat.Would U care for something to drink?,點(diǎn)菜taking the order,Are U ready to order,sir?,May I take your order now?,Here is the menu.Take your time.,Would U like dinner or a la carte?,May I recommend Bean Curd with Minced Meat and Chil

13、li?(麻婆豆腐),Our specialty today is sliced beef in oyster sauce.（蠔油牛肉）,What soup would U like?,Would U like soup right now or after the other dishes?(外國人一般餐前喝湯),Im afraid we dont have the dish now.may I suggest something else?/Im terribly sorry,sir.The dish has been sold out.May I offer U curried slice

14、d beef instead.(咖喱牛肉片),飲料,Would u care for something to drink?,Would U like to see the drink list?,Would U like tea or coffee?,處理投訴,Im sorry,sir.I will change it right now.,The dish shall be replaced immediately.,I m sorry.But we are glad you pointed this out to us.,im terribly sorry.this is not our

15、 usual standard.,甜品服務(wù),Would U like dessert now?,Would U like to see the dessert menu?,呈遞賬單,Excuse me,here is your bill.,How would u like to pay,in cash or by credit card?,Do U want one bill or separate bills?,Here is your change.,May I print your card?,Please enter the password.,Would u please sign

16、here?,Thank u sir,we hope to see u again.,客人：for your tips.,supermarket,Please leave bags at the counter.,I m afraid you have to deposit your bags.,客人：whats this?How much?Where is it,I cant fine it.,Food area、specialty area、wine area、softdrink area,yogurt、milk、tea、spring water、juice、wine、peanut、Biscuit、sausage、ham、bread、date,It is ten/twenty-two yuan,注：1319字尾是“teen”/ti:n/如：13 thirteen 14 fourteen.2090字尾是“ty”/ti/如：30 thirty 40 forty.注意發(fā)音，容易混淆。,百hundred后面加and，如果百位是0千位后面加and，如：,139元 RMB one hundred