Pick a Nice Room! | 挑个好房间！
中共湖南省委外事工作委员会办公室 时间：2021-01-14 10:01
Hotels 酒店
酒店作为服务业的重要一环，需要具备接待外国客人的能力。对星级酒店的员工来说，把英语作为工作语言掌握是一门必备技能。那么，在接待外国客人的过程中，该如何用英语与客人沟通？如何帮助他们顺利办理入住和退房手续？面对客人的投诉，又该如何专业、礼貌、有效地用英语沟通？学习完下面五个情景对话，再碰到外国朋友，你也可以自信大方地和他们侃侃而谈啦！
必策三句
1. Welcome to ... hotel!
欢迎来到……酒店！
2. How can I help you?
有什么我可以帮您的吗？
3. We are sorry for all these troubles.
我们为造成的不便深表歉意。
Dialogue 情景对话
James and Jerry were from the United States and they came to visit Changsha. They arrived at the hotel they booked in advance.
来自美国的詹姆斯和杰瑞来到长沙旅游，他们来到提前预订的酒店。
Xiaozhang (receptionist): Good morning! Welcome to our hotel!
小张（接待员）：早上好！欢迎来到我们酒店！
James: Good morning! We’d like to check in, please. We’ve got a reservation under the name of James Williams.
詹姆斯：早上好！我们想要办理入住，有一个叫詹姆斯·威廉姆斯的预订。
Xiaozhang: Just a second. Your passports, please.
小张：请稍等，请给我你们的护照。
Jerry: Here you are.
杰瑞：给您。
Xiaozhang: Thank you. You have booked a twin room for 5 days, right?
小张：谢谢。您预定了一个 5 天的双人间，对吗？
James: Yes.
詹姆斯：是的。
Xiaozhang: That would be 1800 RMB in total, including the 200 RMB deposit. Do you want to pay in cash or by credit card?
小张：那么总共是 1800 元，包括 200 元的押金。您想怎么支付呢，现金还是信用卡？
Jerry: Credit card, please. Here you are.
杰瑞：信用卡，给您。
Xiaozhang: Thank you. Please enter your password here. And sign your name here, please.
小张：谢谢，请输入您的密码，并请在这里签名。
Jerry: OK.
杰瑞：好的。
Xiaozhang: Here are your passports, credit card and room key. Your room is 8603 on the sixth floor.
小张：这是您的护照、信用卡和房卡。房间是 8603，在六楼。
James: By the way, when is the breakfast?
詹姆斯：对了，早餐是几点呢？
Xiaozhang: From 7:30 to 9:30 in the morning. You can go down to the second floor and enter the dining hall with your room key.
小张：早餐供应时间是早上 7:30 到 9:30。您可以到二楼，然后凭房卡进餐厅。
Jerry: Thank you. What about other facilities in the hotel?
杰瑞：谢谢你。请问酒店有什么其他的设施吗？
Xiaozhang: There are meeting rooms on the ground floor. Gym, swimming pool, bar and business center are on the second floor. You can refer to this handbook. It will also tell you something about Changsha.
小张：我们的会议室是在一楼。健身房、游泳池、酒吧和商务中心都在二楼。您可以参考一下这本手册，里面还有一些关于长沙的介绍。
James: Thank you so much.
詹姆斯：非常感谢。
Xiaozhang: My pleasure. If you have any questions, please feel free to ask me. Have a nice day.
小张：这是我的荣幸。如果你们有任何问题，请随时问我。祝你们住店愉快。
James&Jerry: Thank you.
詹姆斯和杰瑞：谢谢。
1. Welcome to ... hotel!
欢迎来到……酒店！
2. How can I help you?
有什么我可以帮您的吗？
3. We are sorry for all these troubles.
我们为造成的不便深表歉意。
Dialogue 情景对话
James and Jerry were from the United States and they came to visit Changsha. They arrived at the hotel they booked in advance.
来自美国的詹姆斯和杰瑞来到长沙旅游，他们来到提前预订的酒店。
Xiaozhang (receptionist): Good morning! Welcome to our hotel!
小张（接待员）：早上好！欢迎来到我们酒店！
James: Good morning! We’d like to check in, please. We’ve got a reservation under the name of James Williams.
詹姆斯：早上好！我们想要办理入住，有一个叫詹姆斯·威廉姆斯的预订。
Xiaozhang: Just a second. Your passports, please.
小张：请稍等，请给我你们的护照。
Jerry: Here you are.
杰瑞：给您。
Xiaozhang: Thank you. You have booked a twin room for 5 days, right?
小张：谢谢。您预定了一个 5 天的双人间，对吗？
James: Yes.
詹姆斯：是的。
Xiaozhang: That would be 1800 RMB in total, including the 200 RMB deposit. Do you want to pay in cash or by credit card?
小张：那么总共是 1800 元，包括 200 元的押金。您想怎么支付呢，现金还是信用卡？
Jerry: Credit card, please. Here you are.
杰瑞：信用卡，给您。
Xiaozhang: Thank you. Please enter your password here. And sign your name here, please.
小张：谢谢，请输入您的密码，并请在这里签名。
Jerry: OK.
杰瑞：好的。
Xiaozhang: Here are your passports, credit card and room key. Your room is 8603 on the sixth floor.
小张：这是您的护照、信用卡和房卡。房间是 8603，在六楼。
James: By the way, when is the breakfast?
詹姆斯：对了，早餐是几点呢？
Xiaozhang: From 7:30 to 9:30 in the morning. You can go down to the second floor and enter the dining hall with your room key.
小张：早餐供应时间是早上 7:30 到 9:30。您可以到二楼，然后凭房卡进餐厅。
Jerry: Thank you. What about other facilities in the hotel?
杰瑞：谢谢你。请问酒店有什么其他的设施吗？
Xiaozhang: There are meeting rooms on the ground floor. Gym, swimming pool, bar and business center are on the second floor. You can refer to this handbook. It will also tell you something about Changsha.
小张：我们的会议室是在一楼。健身房、游泳池、酒吧和商务中心都在二楼。您可以参考一下这本手册，里面还有一些关于长沙的介绍。
James: Thank you so much.
詹姆斯：非常感谢。
Xiaozhang: My pleasure. If you have any questions, please feel free to ask me. Have a nice day.
小张：这是我的荣幸。如果你们有任何问题，请随时问我。祝你们住店愉快。
James&Jerry: Thank you.
詹姆斯和杰瑞：谢谢。
1月3日，长沙市天心区太平街，游客摩肩接踵，人气火爆。 湖南日报记者 李健 摄
重点词汇
receptionist [rɪˈsepʃənɪst] n. 接待员
check in 办理入住
reservation [ˌrezəˈveɪʃn] n. 预订
passport [ˈpæsˌpɔːrt] n. 护照
twin room 双人房
deposit [dɪˈpɒzɪt] n. 押金
cash [kæʃ] n. 现金
credit card 信用卡
password [ˈpæswɜːd] n. 密码
breakfast [ˈbrekfəst] n. 早餐
facility [fəˈsɪlətɪ] n. 设施
gym [dʒɪm] n. 健身房
swimming pool 游泳池
business center 商务中心
[责编:田梦瑶]
[来源:张春敏]