中英文酒店服务实训教程

Contents
全国高等院校基于工作过程的校企合作系列教材
中英文酒店服务实训教程
Practical English for Hotel Service
主编曾元胜丘敏
副主编禹琴郑鹤彬朱晓丹
参编方艾若冼嘉璐陈坤仪李晓敏
企业顾问李扬陈田爱
对外经济贸易大学出版社
中国·北京
图书在版编目（ＣＩＰ）数据
中英文酒店服务实训教程／曾元胜，丘敏主编． —
北京：对外经济贸易大学出版社，２０１３
全国高等院校基于工作过程的校企合作系列教材
ＩＳＢＮ９７８ ７ ５６６３ ０７３７ ８
中… Ⅱ ①曾… ②丘… Ⅲ ①饭店－商业服

Ⅰ ①
务英语高等学校－教材 Ⅳ ①Ｈ３１
－－
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Contents
出版说明
教育部［2006］16 号文中提出：
“要积极推行与生产劳动和社会实践相结合的学习模
式，把工学结合作为高等职业教育人才培养模式改革的重要切入点，带动专业调整与建
设，引导课程设置、教学内容和教学方法改革。
”与之相对应的课程开发方式和课程内容
的改革模式是“与行业企业共同开发紧密结合生产实际的实训教材，并确保优质教材进
课堂”。“全国高等院校基于工作过程的校企合作系列教材”正是对外经济贸易大学出版
社在高等职业教育课程建设领域的最新研究成果。
本系列教材适用于全国高职高专院校英语专业的商务/应用/外贸/旅游等英语方向以及
国际贸易、国际商务或财经类专业的学生；同时适用于全国各高等院校应用型本科英语专
业的商务英语方向和国际贸易、国际经济、国际商务及国际工商管理等商科专业的学生。
本系列教材主要呈现以下特点：
1. 体现“基于工作过程”
在我国高等职业教育新一轮课程改革中，我们学习、引进并发展了德国职业教育的
一种新的课程模式——基于工作过程的课程模式，指“为完成一件工作任务并获得工作
成果而进行的一个完整的工作程序”建立起来的课程体系。
2. 突出“校企合作”
课程体系的“校企合作”以教师和企业人员参与为主体，是“校企合作，工学结合”
的人才培养模式发展的必然产物，旨在提高学生的综合能力，尤其是实践能力和就业能
力，实现学校教学与工作实践的零距离。
“全国高等院校基于工作过程的校企合作系列教材”的课程方案与传统的课程方案相
比，它打破了高等职业教育学科系统化的课程体系，在分析典型职业活动工作过程的前提
下，按照工作过程中的需要来设计课程，以突出工作过程在课程框架中的主线地位，整合
优化了理论知识与实践活动。教材编写过程中，教师结合自身的教学实践、调研论证和外
贸专家对工作岗位的实际要求来安排课程结构和内容，形成了具有特色的基于工作过程的
校企合作系列教材体系。
本套教材涵盖三大模块：语言技能类、专业英语类、专业知识类。作者都是本专业
的“双师型”教师，不仅具有丰富的语言教学经验，而且具备企业第一线的工作经历，
主持或参与过多项国家或省市级相关科研项目，这为本套教材的编写质量提供了有力的
保证。
1
语言技能类
商务英语听说商务英语函电
实用商务英语口语教程旅游英语写作实训教程
国际商务英语口语实训商务翻译实务
致用商务英语阅读（上册）商务英语口译
致用商务英语阅读（下册）英语语法实训教程
外贸函电与单证实训教程
专业英语类
外贸交际英语中英文酒店服务实训教程
会展实务英语旅游英语口语
酒店实务英语旅游实务英语
商务礼仪实务英语中英文导游实训教程
外事接待实务英语
专业知识类
外贸跟单实务集装箱运输实务
进出口报关实务国际贸易实务（双语版）
报检实务国际货运代理实务
国际市场营销实务国际商务单证实务
涉外企业管理实务跨文化交际技巧——如何与西方人交往
生产物流运作实务商务谈判实务（英文版）
值得注意的是，本系列教材不是封闭的，它随着教学模式和课程设置的变化，将不
断推出新的内容，以丰富整个体系。
同时，本套教材均配有辅导用书和 PPT 课件等立体化教学资源，供教师教学参考（下
载网址：http://www.uibep.com）。
2013 年 1 月
2
Contents
前言
高等职业教育“以服务为宗旨，以就业为导向”
，采用“校企合作、工学结合”的模
式培养生产、管理和服务一线的高技能应用型人才。高职教材是课程目标的载体，作为
教学的主要工具，教材既是联系教与学的有效途径，也是课程建设的重要组成部分，更
是课程改革发展成果的凝结与体现。教材的建设和开发应贯彻“教、学、做”一体的高
职教育理念，充分体现学习内容和职业能力要求的融合，加强针对性和实用性，以跟上
科技发展和生产工作实际的需求。
为了顺应高职酒店英语教学改革，我们通过多年的教学实践和反复论证，并走访了
广州多家涉外酒店，编写了以工作过程为导向的《酒店英语实训教程》
。其主要特点是：
1. 教材的编写体现了课程内容与职业标准对接、实训过程与行业服务流程对接的高
职教材编写理念。将涉外酒店管理与服务的不同岗位技能要求和工作流程转换成课程内
容，融入到教学实训的各环节中。以涉外酒店服务工作任务(项目)为牵引，组织实训教学
内容，注重工作过程与教学过程的互渗互融。涉外酒店工作流程中的每一个具体的工作
任务在教材中都有对应的实训项目，学生以完成工作任务为主要学习方式，实训项目展
开的过程就是完成实际工作任务的过程。充分体现了“教、学、做”一体的高职教育理
念，有利于提高学生的实践能力和就业能力，实现学校教学与工作实践的零距离结合。
2. 改变了传统的酒店英语教材只注重酒店英语知识的系统介绍，实训目的不明确，
实训要求不清晰，实训情景设置不充分，实训内容不足的现状，按高职实训课程标准的
要求，把“应知”、“应会”的知识和技能落实到每一个实训项目中，使学生对实训的目
的和要求更加清晰明了。
3. 教材遵循了针对性、实用性和可操作性原则。尤其值得一提的是，近些年来，不
少酒店涉足展会服务项目，教材第五章 Exhibition Service 顺应了酒店对员工进行展会服
务技能培训的要求。教材共分 Front Desk, Housekeeping, Restaurant service, Business Center,
Convention and Exhibition Service 五个章节。辅导用书，含有两个拓展训练 Health &
Recreation 和 Other Services，同时配有知识链接的译文和情景训练的参考答案，酒店服务
日常用语及词汇等。课程练习部分通过思维导图帮助学生复习知识、技能要点、服务流
程等，以提高学生学习和实训的效果。
4. 本教材是校企合作开发。教师和行业、企业人员共同参与开发教材，是“校企合
作，工学结合”培养人才的重要途径之一。参与教材编写的是具有酒店行业工作背景的
“双师素质教师”，同时，豪庭酒店（广州）李扬总经理、礼顿酒店（广州）陈田爱经理
等涉外酒店行业专家直接参与了教材的编审工作，增强了教材内容的实用性和针对性。
教材编写过程中，丘敏、禹琴、郑鹤彬等老师参与教材编写的全过程，做了大量的
工作，豪庭酒店（广州）李扬总经理、礼顿酒店（广州）陈田爱经理也为教材的编写投
1
入了大量的精力，特藉此机会表示衷心地感谢。
由于编者水平有限，时间紧迫，错误和疏漏之处一定不少，敬请各位行业专家、同
行和同学们批评指正。
编者
2013 年 6 月
2
Contents
目录
第一章前台服务 Chapter I Front Desk ········································································ 1

实训项目一客房预订服务 Making Room Reservations ··············································· 1
实训项目二取消预订、变更服务 Changing or Canceling the Reservation················ 10
实训项目三礼宾服务 Concierge················································································· 15
实训项目四客房登记入住服务 Checking in ····························································· 26
实训项目五总机服务 Telephone ················································································ 39
实训项目六问询服务 Information ·············································································· 45
实训项目七外币兑换服务 Foreign Currency Exchange ············································· 54
实训项目八结账退房服务 Checking out ···································································· 57
实训项目九寄存服务 Storage Service ········································································ 61
实训项目十处理投诉 Dealing with the Complaint ····················································· 66
第二章客房服务 Chapter II Housekeeping ································································ 71
实训项目一客房迎宾服务 Showing the Room for the Guest ····································· 71
实训项目二清理客房服务 Room Cleaning ································································ 77
实训项目三客房洗衣服务 Laundry Service ······························································· 83
实训项目四客房送餐服务 Room Service··································································· 93
实训项目五客房维修服务 Maintenance Service ······················································ 100
实训项目六客房紧急事件 Emergency ····································································· 107
第三章餐厅服务 Chapter III Restaurant Service ···················································· 113
实训项目一餐台预订服务 Table Reservation··························································· 113
实训项目二餐厅用餐服务 Table-service ·································································· 126
实训项目三宴会服务 A Banquet Service ································································· 149
实训项目四处理投诉 Dealing with the Complaints·················································· 155
实训项目五酒吧服务 Bar Service ············································································ 167
第四章商务中心 Chapter IV Business Center·························································· 183
实训项目一文秘服务 Secretarial Service ································································· 183
实训项目二票务服务 Ticket Booking Service·························································· 200
实训项目三其他商务服务 Other Business Service··················································· 205
第五章会展服务 Chapter V Convention and Exhibition Service···························· 217
实训项目一咨询与预订实训 Consulting and Reservation········································ 217
实训项目二现场视察服务 Showing Around Service················································ 221
实训项目三会议餐饮安排 Arranging Catering for a Meeting or Seminar ················ 224
1
实训项目四会议代表签到服务 Meeting Delegates Registration Service ················· 229

实训项目五展位预订服务实训 Exhibition Reservation Service ······························ 233
实训项目六展品装卸服务实训 Exhibits Unpacking Service ··································· 236
实训项目七展台接待服务 Reception Service at Exhibition Hall······························ 239
参考文献······························································································································· 244
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第一章前台服务 Chapter I Front Desk
第一章
前台服务
Chapter I Front Desk
实训要求：
通过本章实训，要求学生熟悉前台的组织架构并能够熟练掌握客房预定、客房
销售，为客人提供入住登记、分房、退房、礼宾、保存行李、问询、留言、处理投
诉等服务技能。
Students are required to get familiar with the terms for the structure of front desk, room
reservation, selling guest rooms, allocating check-in and check-out, issuing keys, organizing
porter service, storing and delivering guests’ luggage, answering guests’ inquiries, passing
on messages to guests and settling the complaints.
实训项目一客房预订服务
Making Room Reservations
实训目标
应会应知
1. 怎么用英文为不同类型的客人做电话
预订做预订时，推销客房的技巧
2. 预订订单的填写
1
Warming up
If you work at the front desk, how would you handle guest reservations by telephone?
How do you like the following telephone reservation procedure? Is it right?
Greet the guest—Ask the guest’s need for room types and number of rooms—Tell the guest the
room rates—Ask the guest the date of arrival and departure—Ask for the guest’s telephone
number—Confirm the reservation and hand up the phone.
2. Read and Learn
Your answers:
情景实训 1 散客电话预订
迈克尔先生想要在广州白天鹅宾馆预订房间，入住的时间是从 4 月 21 日到 25 日，
他需要一个带卫生间的双人间并且能够俯瞰公园，他的电话号码是 020-87978590。标准
双人间的价格是 136 美元每晚包含早餐。你是一个接待员接到他的电话并做处理。
Situational Training 1 Making a Reservation for the Walk-in Guest

Michael Brown wants to book a room with White Swan Hotel Guangzhou from April 21st
to 25th. He requires for a double room with bath, overlooking the park, if possible. His
telephone number is 020-87978590. The room rate of a double room is 136 US dollars with
breakfast. You are a receptionist and receive his call.
Now, please stimulate a dialogue according to the situation.
Useful Words and Expressions

reservation 预订 receptionist 接待员
accommodation 住宿 arrival 到达时间
be located at 位于 off /low/ slack season 淡季
peak /high season 旺季 service charge 服务费
reserve 预订 confirm 确认
recommend 推荐
2
问候
接到电话礼貌地与客人打招呼，表示你对他们的热情欢迎并报上酒店名称:
Good morning, madam/sir.，XX Hotel Reception, Can I help you?
* 客人喜欢听你称呼他的姓氏，因此尽可能在接下来对话中常用，如：“Mr. Huang, ，
Miss Chen,”等。
询问客人预订信息（预订房型、人数、电话、其他要求）
What kind of room would you like? /Would you like a single room? A double room or a
suite?
你需要什么类型的房间/你需要预订单人间? 双人间还是套房？
How long do you plan to stay? / How many nights? 你准备入住多长时间？几晚？
May I have your full name, please? / Could you spell your name please?
我能知道你的全名吗？/你能告诉我你的名字的拼读吗？
Could you tell me your phone number/ your email addness / fax number? 你能告诉我
你的联系电话/邮箱地址/传真号码吗？
Hold on , please./ Wait for a moment. I will like to check whether the rooms are
available. 请稍等/ 稍等一会，我查查看有没有空余的房间。
What time do you expect to depart? 请问你什么时候离店？
*注意询问客人是否是常住客（Long-staying Guest）or 贵宾（VIP）以便提供优
惠价格：Did you stay in our hotel before? Are you our priority club member? 你以前有没
有入住过本酒店？/你是我们酒店的尊享客户吗？
告知房价和付款事项
For one night, the hotel cost would be 480 Yuan for a double room with breakfast. 预
订一个晚上，酒店将会收取 480 元双人房的房费，房费是包含了早餐费的。
A single room is US $ 90 per night with 10% service charge. 一个单人房一晚的价格
是 90 美元，包含了 10%的服务费。
*如果在旺季，客人要确保酒店保留预订房间，可以建议其采用信用卡，预付定金，
订立合同等方式：Sir/ Madam, may I suggest you to guarantee your booking as hotel
occupancy is high in peak season. 先生/女士，当酒店客房正处旺季时候，我建议你作保
证性预订。
I am afraid we have no credit arrangements with your company. We will need an
advance deposit by bank draft or in cash before the reservation date. 恐怕我们和贵公司没
有信用贷款的协定，您得在预订的日期之前，预先送来银行汇票或现金，作为定金。
海外预订询问提供交通服务
By the way, sir, would you like us to arrange pick up service for you? 顺便一提，先
生，你需要我们安排接送服务吗？
3
For the transportation service, fax and credit card guarantee are required. Once we
receive your fax, our Concierge will contract you for the arrangement. 对于运送服务，传真
告知和信用卡担保是酒店所要求的。一旦我们接到你的传真，我们酒店的礼宾部会联
系你并作安排。
May I have your airline and flight number, please? 请告知我你的所乘坐的航空公司
及航班号？
房间空缺或酒店客满情况
I am afraid we have no single room available on that day. What about a double room
instead? 我们恐怕没有那天的空余的单人房间了，双人房如何？
Is it possible for you to change your reservation date? 您可不可能更改下预订日期？
Sorry, sir, the hotel is fully booked. Would you like me to put your reservation in
waiting list or would you like me to recommend another hotel for you? 对不起，先生，酒店客
房已经全订满了，可不可让我把您登记在酒店的等侯名单上或推荐另外一家酒店给您？
确认预订及结束用语
* 特别注意电话预订最后一定要跟客人确认一遍
Mr. Brown, may I repeat your reservation details? You will be checking in on April 20th,
and checking out on April 25th. Non-smoking and king-bedded deluxe room is for you. The
price is RMB 240 Yuan per night including daily breakfast. No transportation requirement.
Your contact number is 1234567. 布朗先生，请让我重复一下你的预订信息，你将在 4
月 20 号入住酒店，4 月 25 号离店，您预订了一间无烟豪华大床房一晚，房价是 240
元包含了早餐。不需要接送服务。你的联系号码是 1234567.
Your room is confirmed. 你的房间预订已经得到确认。
I am afraid that we have no record of a reservation for that date in your name. 恐怕我
们酒店在那天没有以你名字的预订。
Sample Dialogue 1
(A= Receptionist; B = Mr. Brown)
A: Guangzhou White Swan Hotel Reception. Can I help you?
B: I’d like to book a single room from April 21st to 25th with bath, overlooking the park, if possible.
A: Please hold on. I will check the rooms available for these days. Yes, there is such a single
room available, room 1307.
B: What’s the room rate per night?
A: A single room is 136 US dollars per night with 15% service charge.
B: All right, I’ll take it.
A: May I have your full name and your phone number, please?
4
B: Oh, Michael Brown and the number is 87978590.

A: Thank you, sir. By the way, could you tell me when you will arrive on April 21st?
B: Sure. At 19:00.
A: Thank you. Mr. Brown, you have made a reservation at Guangzhou White Swan Hotel from
April 21st to 25th for 5 nights. If you can not arrive as scheduled, please inform us before
6 p.m on April 21st. Thanks for your calling and we look forward to seeing you.
B: Thanks. Goodbye.
A: Bye!
学以致用
Learn and Practice More

情景对话实训
Complete the following dialogue according to the Chinese given in the brackets then read
the dialogue in roles.
(A=customer; B=clerk)
B: Tinian Hotel. Room Reservations. Good afternoon.
A: I’d like to book a single room for Wednesday next week.
B: OK, sir. A single room for Wednesday, May 9th, with a front view or rear view?
A: What’s the price difference?
B: (1) .（临街的单人房每天是人民币 380 元,不临街的单人房每天是人民币 330 元｡）
A: I think I’ll take the one with a front view then.
B: (2) .（请问您什么时间离店？）
A: I’ll be leaving Saturday morning.
B: That will be three nights, sir. And your name please?
A: It’s Stephen. S-t-e-p-h-e-n.
B: Thank you very much. (3) .（您什么时间会入住呢？）
A: Oh, around 3 p.m. I suppose.
B: (4) .（我想再一次确定一下您的预订。）A single room with a front view at
RMB380 per night for three nights from Wednesday, May 9th to Saturday, May 12th. My
name is Jane and (5) .（我们期待下周三能见到您。）
A: Thank you. That has been settled then. Good-bye.
B: Good-bye. Enjoy your staying here.
Make up a dialogue according to the following situation.

Bill is from France, and he is making a telephone call to an international hotel. He wants
to book a single room with bath for March 2nd and 3rd. He doesn’t want breakfast. You are the
5
receptionist; you answer the phone and accept the booking. After checking, you confirm a
booking for a single room. It costs 480 RMB. You want to know who is making the reservation
and note down the necessary information.
情景实训 2 练习填写客房确认表
你是李红，作为接待员，你处理完情景实训 1 的散客客房预订后要填写订房确认表。
Situational Training 2 Simulated Writing

You are Li Hong. As the receptionist, you should fill in the reservation confirmation form
after you handled the room reservation of Situational Training 1.

reservation confirmation form 预订确认书 credit card 信用卡
cash 现付 check 支票
Sample 2: Room Reservation Confirmation Form
客房确认书
RESERVATION FORM 编号：007418
□NEW RESERVATION 新预订 □ AMENDMENT 更改
Guest Name: Michael Brown
客人姓名
at 19:00 21 April, 2011
st
Arrival Date: Flight/Time:
抵达日期航班/时间
th
Departure Date: 25 Aril, 2011 Flight/Time:
离开日期航班/时间
Transfer(接送服务)： No______________________
Type & Number of Room 房类及数目：one double room overlooking the park
Rate 房价：136 US dollars per night with 15% service charge
Guest History(客人历史)： walk-in guest
Special Service(特别服务)： with breakfast
Form of Payment(付款方式)：_______________ GTD by(保证)：_____
Caller(订房人)： Telephone NO (电话号码). 020-87978590
Company & Address(单位及地址)：
Remarks(备注)：__________________________________________
Date(日期)： April 10 , 2011
th
Reservation Taken by(订房员)： Li Hong
6
学以致用

情景对话实训
Please fill in the following reservation confirmation form according to the following
situation.
You receive a room reservation and try to fill in the reservation form by yourself. The
reservation information is as follows: Mr. Aaron Johnson has booked one single room at the
Guangzhou White Swan Hotel from April 16th to 20th for 5 nights. He will arrive as scheduled.
He guaranteed his booking by American Express. His card number is 134986 and his phone
number is 32425878.
客房确认书
RESERVATION FORM 编号：
□ NEW RESERVATION 新预订 □ AMENDMENT 更改
Guest Name：___________________________________________
（客人姓名）
Arrival Date：_______________________ Flight/Time: ___________________
（抵达日期）（航班/时间）
Departure Date: _____________________ Flight/Time: ____________________
（离开日期）（航班/时间）
Transfer(接送服务)：________________________________________________
：_______________________________
Type & Number of Room（房类及数目）
Rate 房价：________________________________________________________
Guest History(客人历史)：____________________________________________
Special Service(特别服务)：___________________________________________
Form of Payment(付款方式)：_______________ GTD by(保证)：____________
Caller(订房人)：_____ Telephone NO. (电话号码). _____________________
Company & Address(单位及地址)：
Remarks(备注)：_____________________________________________________
Reservation Taken by(订房员)：___________ Date(日期)：_______________
情景实训 3 团体客人预订服务
如果你是白天鹅酒店的前台，你接到一个公司经理的电话，他的公司打算在 12 月 23
7
日在广州为公司成立十周年举行一个庆祝会，想在本酒店预订客房，他的原计划是预订
30 间标准双人间，预订日期是从 12 月 22 号到 25 号的，一共 4 天。不幸的是，12 月的
22 号，只有 25 个标准双人间空余，但是当天还有一些豪华双人间剩余，一个标准单人间
的价格是 230 美元，一个豪华双人间的价格是 270 美元，假如在 12 月期间预订豪华双人
间，将会有 10%的团队预订折扣。你建议他 22 号预订 25 间标房加 5 间豪华双人房，他
接受了你的建议。请你根据以上情景跟同学模拟团队预订对话。
Situational Training 3 Making the Group Reservation

If you are the receptionist of White Swan Hotel, you receive a call from a manager of an
electrical company. His company intends to celebrate the tenth anniversary of its foundation in
Guangzhou on December 23rd. He wants to book 30 standard double rooms from the 22nd to
25th of December for the visitors, a total of 4 days. Unfortunately, on the 22nd of December,
there will be only 25 standard double rooms available, but some of the deluxe double rooms
aren’t reserved yet. From the 23rd to 25th, there will be 30 standard rooms available. The room
rate of a standard room is 230 US dollars; a deluxe double room is 270 US dollars, but the rate
of a deluxe room will be 10% deduction for the group reservation during December. You give
him a suggestion that he make a booking of 25 standard double rooms and five deluxe double
rooms on 22nd. He agrees.
Now please stimulate a dialogue according to the situation.
Words and Expressions

group booking / reservation 团体订房 delegation 代表团
We have a special rate for the group booking.

对于团队客户订房，我们酒店有特别折扣的房费。
I will make a perfect arrangement for your group.
我将会为你团队做一个合理的安排。
Sample Dialogue 3
(A= Receptionist; B= Guest)
A: Good morning. Reservations, Jane speaking. May I help you?
B: Good morning. This is Stephen Nobel from Tianjin Electrical Company. I want to reserve 50
standard double rooms with your hotel.
A: What date would that be?
B: Four nights, from December 22nd through December 25th.
A: Just a moment, please. I am awfully sorry. We only have 20 standard rooms available on
8
22nd of December. But from the 23rd to 25th, we have adequate standard rooms for
you .Could you change the date of arrival to the 23rd?
B: Oh, no, we can’t, because our company is going to celebrate its 10th anniversary in Beijing
on December 22nd. Some our visitors should arrive on December 22nd.
A: We also have some deluxe rooms available on the 22nd. The price of a deluxe double room is
40 dollars more than that of a standard room and we have a special rate for group
reservation for deluxe double room.
B: How much is a standard double room per night? And how do you discount for the deluxe
double room?
A: 230 US dollars with breakfast. We will give you 10 percent off for the reservation of the
deluxe double room.
B: That’s great. I would like to book 25 standard double rooms and 5 deluxe double rooms
from the 22nd to 25th. My name is Stephan Nobel and my phone number is 139002781.
A: What time will you be arriving?
B: We will arrive at 2:00 p.m. on December 22nd.
A: OK, Mr. Nobel. We will make a perfect arrangement for your company. And we would send
you a confirmation by fax within five days. May I know your fax number?
B: You may fax at 65652828．
A: Thank you very much, Mr. Nobel.
学以致用

情景对话实训
A: Good morning, Mr. Brown. (1) ?（我能帮助您吗？）
B: Yes, please. The staff of my company’s East Asia branch are coming to Shanghai for a
convention tour next month. I’d like to book rooms for fifteen.
A: (2) ?（我们有豪华套间、豪华双人房、标准单人房，您需要哪一种？）
B: One suite for its head and seven TWBs for the rest.
A: (3) ?（您能告诉我他们住店和离店的时间吗？）
B: From the 1 to 3rd. What’s the discount this time?
st
A: (4) .（像往常一样，我们会给你 15%的折扣。）

B: That’ll do.
A: (5) ?（请问您是用什么支付？）
9
B: My company will cover all the expenses with our voucher.

A: OK. (6) .（请告诉我他们的航班号和到达时间，我们酒店代表会安排接机服
务。）
B: Sorry, I have no idea. But I’ll send you a fax to tell you the details.

Mary Keller is Mr. Philip’s secretary. She wants to book 10 standard double rooms with
bath and 5 single rooms with river view on October 22. Mr. Philip’s company will pay for the
bill in cash. You are the receptionist. After checking you can confirm a booking for 10 double
rooms. The rooms with river view are from Room 505 to Room 5014. It costs 1000 RMB per
night each. The single room is fully booked, and you could make some suggestions to the
guest.
Mind Map
Sum up the main points of the service procedure of room reservation on this mind map.
实训项目二取消预订、变更服务
Changing or Canceling the Reservation
实训目标
应会应知
1. 懂得散客预订取消，变更的受理程序
2. 懂得团体客人预订取消的变更受理程
1. 通常哪些原因容易导致预订的取消
序
2. 受理预订取消、变更时应注意的问题
3. 懂得基本的英语口语跟顾客沟通关于
预订的取消、变更。
10
Warming up
Imagine you are a hospitality worker. Circle the letter a, b, or c that shows the best way to
finish each sentence.
If a guest is angry, you should
a. give the guest your full attention and listen until he or she finishes talking.
b. tell the guest what you think before he or she finishes talking.
c. call the manager right away.
If a guest demands to see the manager, you should tell the guest
a. that it is not possible.
b. that you will check to see if the manager is in.
c. that the manager is on vacation.
情景实训 1 取消预订
迈克尔先生致电于贵酒店想取消预订。原预订日期从 7 月 6 日起，一共 6 天。你是

该酒店前台服务员，接到此电话，请帮助布郎先生取消预订。你根据以上情景跟同学模
拟对话。
Situational Training 1 Canceling the Reservation

Michael Brown wants to cancel a reservation. The date of reservation is from July 6th, a total of
6 nights. You are a receptionist and receive a call from Mr. Brown to cancel the booking.

Certainly, sir. We’ll make the cancellation for you. 当然可以，先生，我们会我帮您完
成预订的取消。
Is that the name with which the reservation was made? 请问您的预订是在你的名字
下的吗？
We look forward to another chance to serve you. 我们期待下一次服务您。
Sample Dialogue 1
A: Room Reservation. May I help you?
11
B: I’d like to cancel a reservation.

A: May I have your name?
B: Michael Brown.
A: Mr. Brown. What is the date of reservation?
B: July 4th.
A: Thank you. I will cancel your reservation from July 6th for 6 nights. We look forward to
another chance to serve you.
学以致用

情景对话实训
B: Yes. (1) .（我想取消预订，因为整个旅行计划有变。）
A: OK. (2) .（您能告诉我您是用谁的名字预订的？）
B: White. W-H-I-T-E.
A: (3) ?（您预订入住的时间是？）
B: From September 15th for 3 nights.
A: Excuse me, but is the reservation for you or for another party?
B: It’s for my boss.
A: Well, (4) ?（我能知道您的名字和电话号码吗？）
B: Yes, it’s Ellen Green, and my number is 245-3971.
A: Thank you, ma’am. (5) （我将会取消怀特先生
. 9 月 15 起入住 3 个晚上的预订。
）
My name is Wang Ying and we look forward to another chance to serve you.
B: Thank you the same. Miss Wang.

Miss Mary Smith wants to cancel a reservation. The date of reservation is from May 6th, a total
of 5 nights. You are a receptionist and receive a call from Mr. Brown to cancel the booking.
情景实训 2 更改预订
迈克布朗先生之前在白天鹅酒店预订了 6 月 7 号到 8 号的 2 间套房。他致电酒店，
12
要求续住一晚，到 9 号退房。你是前台接待员，接到布朗先生的电话并为他处理。你询
问他是否要改变住房类型，布朗先生告诉你不需要。请根据以上情景跟同学模拟对话。
Situational Training 2 Changing the Reservation

Michael Brown reserved two suites with White Swan Hotel for two nights from June 7th to
8th. Now he is calling to extend one more night. You are the receptionist and you receive his
call. You ask him whether to change the room style or not? He says no.

We will extend the reservation for you 我们会为你延续预订。
Certainly, sir, we will make a change for you. 当然，先生，我们会为你改变预订。
Sample Dialogue 2
B: Yes, this is Michael Brown, and I made a reservation for 2 nights from June 7th .I’d like to
extend it for one more night until the 9th.
A: Please wait a moment. I’ will check it in the computer. I’ve got your reservation. Mr. Brown,
you extend one more night, so that there are 3 nights from June 7th until June 9th.
B: That’s right.
A: Will there be any changes in your room type? Your reservation is for a suite.
B: No, thanks.
A: Right, we will extend your reservation for you. Is there anything I can do for you?
B: No, thanks a lot.
A: It’s my pleasure. We look forward to seeing you.
学以致用

情景对话实训
B: Good morning, madam. May I help you?
13
A: Good morning. I’m the secretary of general manager of the Far East Company. I’ve booked
two rooms from next Monday to Wednesday. It’s for Mr. and Mrs. Smith and their two
children. I’ve come to revise the reservation.
B: Yes, madam. Let me have a check. Here you are. (1) ?（您为斯密斯先生预订了 2
间从 10 月 12 号到 14 号入住的豪华双人房，您想要做什么改变呢？）
A: Last night, Mr. Smith phoned us that their children wouldn’t come with them.
B: (2) ）
.（哦，您的意思是您想要取消一间豪华双人房。
A: Not nearly. My boss has decided to upgrade to a suite, if one’s available.
B: Yes. (3) ?（我们有英式套间，法式，西班牙，日式套间和总统套房，您需要
哪一种？）
A: A Spanish suite, please. The Smiths are Spaniards. One more thing, they want to stay one
more day, till Thursday.
B: A Spanish suite from Oct. 12th to 15th for Mr. and Mrs. Smith. Am I correct?
A: Yes. Sorry to have caused you such trouble.
B: (4) .（没关系，我们竭尽为您服务。）

Mr. Brown has booked two twin rooms with the Garden Hotel for business meeting for 2
nights from May 4th to May 5th. Now he is calling to change the date of the reservation which
has been delayed until May 6th to May 7th. The room type has not been changed. You work in
the reception desk. You receive his call and help him deal with the change. You check the
previous booking information with Mr. Brown and ask him what he wants to change. You check the
computer and the rooms are available on May 6th to May 7th. The room rate is the same as the one
Mr. Brown has booked. Finally you help him change the date and confirm his booking.
Mind Map
Review the main points of changing or canceling the reservation on this mind map.
14
实训项目三礼宾服务
Concierge
实训目标
应会应知
1. 驻机场代表在店外遇到无预订散客怎么
1. 机场迎接服务程序和用语
办？
2. 门厅迎送客人的服务程序和礼貌用语
2. 迎宾员的礼仪规范包括哪些内容？
Warming up
The expressions that a hotel clerk uses to help a guest find a specific place
Come this way, please.
See you later.
Excuse me.
It’s on the third floor.
Pardon me.
Let me show you the way.
My pleasure.
Who does the concierge report to?
a. The front office
b. The room clerk
c. The Guest Service Manager
d. CEO
In some hotels, sometimes who will also serve as the concierge?
a. The bell staff
b. The room clerk
c. The cashier
d. Some special people
情景实训 1 机场迎接客人服务
你是白天鹅宾馆的礼宾服务员，你到机场接纽约来的迈克尔·布朗先生。你在到达
15
大厅确认布朗先生的到达，问好并询问布朗先生旅途是否是第一次来到广州。布朗先生
有三件行李，你告诉他酒店的车在机场停车场等候。请根据以上情景模拟对话训练
Situational Training 1 Meeting the Guest at the Airport

You are the representative of White Swan Hotel and meet Mr. Michael Brown from New
York at the airport. Mr. Brown has three pieces of luggage. The car of the hotel is in the airport
parking lot.
Words and Expressions

airport pick-up service 机场接送服务 flight number 航班号
shuttle bus 穿梭巴士 luggage belt 行李带
airport representative 机场代表 to land 降落
customs formalities 海关手续 arrival 入港；到达
on schedule 准点 waiting hall 候机大厅
behind schedule 晚点 to entertain 款待
to host/receive sb 接待某人 air-sick 晕机
jet lag 时差反应 luggage cart 行李车
sightseeing 观光
机场见面语
You must be our long-expected guest, Mr. ×××from the U.S. 您一定是我们期待已
久的从美国来的客人××先生。
Very nice/glad/pleased to meet you. 非常开心能和您见面。
I’m delighted to meet you at last. 我很开心终于见到您了。
It was nice meeting you. / I’m so pleased to have （finally）met you./ It’s been my
pleasure meeting you. /It’s nice to have met you. 很开心见到您/ 我很高兴最终能和你相
见/我很荣幸能见到您/很高兴见到您。
Now shall we go and collect your luggage？我能帮你提行李吗？
You must be very tired after such a long trip. 想必这长途飞行后，您一定非常累了。
We have been expecting you ever since you sent us the fax informing us of your date of
arrival. 自从您发来告知您抵达的时间的传真后，我们就一直期待与你相见。
And I’ll be happy if I can help with anything. 我很高兴帮忙。
I hope you will find your stay here enjoyable. 我希望您能愉快地入住这儿。
16
Sample Dialogue 1
(A= Representative; B = Mr. Brown)
A: Excuse me. Are you Mr. Brown from New York?
B: Yes, I am.
A: Mr. Brown. I am Wang Ling from White Swan Hotel. I am here to meet you. Welcome to
Guangzhou.
B: Thank you. Glad to see you.
A: Glad to see you too. Now let me help you with the luggage cart.
B: Thank you
A: How many pieces of luggage do you have?
B: Three.
A: This way please. We have a car in the airport parking lot to take you to our hotel.
B: OK.
A: This is our car, please. Let’s go. Is it your first visit to Guangzhou?
B: Yes, this is my first time. I have been expecting to see the beautiful city for a long time.
A: There are a lot of places being worth sightseeing in Guangzhou. I hope you will find your
stay here enjoyable.
学以致用

情景对话实训
(A= Hotel Representative; B= Mrs. White)
A: (1) ?（请问先生，您是乘搭航班号为 751 从法国来的托马斯·怀特先生吗？）
B: Yes, I am.
A: (2) .（请允许我先做自我介绍，我叫李楠，国际酒店的酒店代表，欢迎来到中
国，希望你能愉快地入住我们酒店。
）
B: Thank you.
A: Is there anyone else who accompanies you?
B: Yes, and this is my wife. We come to China together.
A: How do you do, Mrs. White?
B: How do you do?
A: (3) ?（您有多少件行李，怀特先生？）
17
B: Only these three.

A: (4) ）
.（让我帮您拿行李，这边请，我们的车在那边。
B: How long will it take to get to the hotel?
A: About 2 hours if the traffic is good. (5) .（请系好您们的安全带，怀特先生和怀
特夫人。这是我们酒店的宣传册。）
A: Thank you.
A: We have arranged a city-view room for you.
B: That’s very good.

You are the representative of Tian Tian Hotel and receive Mr. Smith from New York at the
airport. Mr. Smith has two pieces of luggage and one suitcase. You ask Mr. Smith how about
the flight and whether he has been to China before, and tell him the car of the hotel is in the
airport parking lot.
情景实训 2 门厅迎接客人服务
你是酒店的礼宾员，在酒店门口接待一位刚抵达的客人迈克·布朗先生，布朗先生
有 3 件行李（2 个手提行李和一个包）
。你询问他有几件行李并告诉他你会带他到酒店前
台办理入住和礼宾员在他完成入住登记后将会带他到他入住的房间。请根据以上情景模
拟对话训练。
Situational Training 2 Receiving the Guest

You are a door man who is receiving a guest, Mr. Michael Brown. Michael Brown has
three pieces of luggage (two suitcases and one bag). You ask him how many pieces of luggage
he has and tell him you will show him to the Front Desk and a bellman will show him to his
room when he has finished check-in.

bellboy 行李员 doorman 门童
招呼用语
Good morning. (用于中午以前) 早上好
Good afternoon. (用于中午至下午六点以前) 下午好
18
Good evening. (用于下午六点过后) 晚上好

Good afternoon, sir. Welcome to White Swan Hotel. 下午好，先生，欢迎来到白天鹅
酒店。
Good evening, Ms. May I help you? 晚上好，夫人，我能帮您什么吗？
礼宾接待待客英语
在正式的英语表现里，疑问基本句型可分为下列四种：
May I ~ 我可不可以
Could you ~ 您能不能
Would you ~ 您愿意
Shall I ~? 我能不能
自己要做什么事时，就使用 May I: May I have your name? 我能知道您的名字吗？
回答客人
一般性的回答：I see, sir. /Certainly, sir. 我了解了，先生 / 当然，先生。
道谢客人
如果是自己错了：I am sorry. 我错了。
如果是公司错了: We are sorry. 我们错了。
I am sorry for the delay. 对于延误，我很对不起。
I am sorry for the inconvenience. 对于造成的不方便之处，我很对不起。
I would like to apologize for the mistake. 我对所造成的失误进行道歉。
在门口
Welcome to our hotel. 欢迎来到本酒店。
So you have got altogether four pieces of baggage, is it right? 你总共有 4 件行李，对吗。
The reception desk is straight ahead. 前台在一直走的前方。
After you, please. 您先请。
This way, please.这边请。
搬运行李
Let me help you with the luggage. 让我帮您提行李
How many pieces of luggage do you have? 您拥有多少件行李？
Is this all your luggage? 这是您所有的行李吗？
Is there anything valuable or breakable in your bag? 请问您的行李箱里是否有贵重
或者是易碎物品？
Just a minute, I will bring a trolley / baggage cart. 请稍等，我将会给你拿一部行李推车。
Shall I put your suitcase here? 我能把您的手提行李放在这吗？
19
Sample Dialogue 2
(B=Bellboy; Brown= Mr. Michael Brown)
B: Good evening, Mr. Brown. Welcome to White Swan Hotel.
Brown: Thank you.
B: How many pieces of luggage do you have?
Brown: Just these three.
B: Two suitcases and one bag. Is that right?
Brown: Yes. That’s all.
B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there.
Brown: I see, thanks.
B: A bellman will show you to your room when you have finished check-in.
Brown: OK. Fine.
B: Please enjoy your stay.
学以致用

情景对话实训
(A=customer; B=bellman)
B: Good afternoon, sir! (1) 。（欢迎来到湖景花园酒店。）
A: Thank you.
B: (2) ?（请问您有多少件行李？）
A: Just two pieces.
B: (3) ?（两件手提行李和一个公文包，对吗？）
A: Yes. That’s all.
B: (4) 。
（我将会带您到前台，这边请，我将把您的手提行李放在前边的咨询处。）
A: I see, thanks.
B: A bellman will show you to your room when you have finished checking in.
A: OK. Fine.
B: Please enjoy your stay.

A young couple come to the White Swan hotel with a kid; the bellman comes to service
20
them and take them to the lobby.
情景实训 3 陪送客人到房间
你是礼宾员，麦克布朗先生已经完成了入住登记，你将带他到他入住的 23 楼的房间
并帮助他提行李，布朗先生有 2 个手提行李和一个包，并且有一瓶威士忌酒在他的包里。
当你带他到房间后，布朗先生要给你一些小费。请根据以上情景模拟对话训练。
Situational Training 3 Accompanying the Guest

You are a bellboy. Michael Brown finishes checking in and you will show Mr. Brown to
the room on the 23rd floor and help him carry his two suitcases and one bag. There is a bottle
of Whisky in the Mr. Brown’s bag. When you get into the room, you put down the luggage and
Mr. Brown gives some tips to you.

I will show you to your room. 我会带您到您的房间。
This way, please. The elevators on the right are the express ones to the tenth floor and
above. The elevators on the left go to the tenth floor only. They stop at every floor. 这边走，
右侧电梯可乘载客人到 1 至 10 楼，还有 10 楼以上高层。左侧电梯只乘载客人到 10 楼。
电梯在每一层停留。
It’s very kind of you, sir. But I am afraid we are not allowed to accept tips. 谢谢，先
生。但是，恐怕我们酒店不允许我们收取小费。
We have no tipping systems in our hotel. 我们酒店没有收小费的制度
Sample Dialogue 3
(A= Bellman; B = Mr. Brown)
A: Good evening, Mr.Brown. I’ll show you to your room. You have two suitcases and one bag.
Is that right?
B: Yes, that’s right.
A: Is there anything valuable or breakable in your bag？
B: Yes，there’s a bottle of whisky.
A: Could you carry this bag, Mr. Brown? I’m afraid the bottle might break.
B: Sure, no problem.
A: Thank you, Mr.Brown. May I have your room key, please?
21
B: Yes. Here you are.

A: Thank you, Mr.Brown. Your room is on the 23rd Floor. Please follow me.
This is your room. May I put your bags here, Mr.Brown?
B: Sure. Just put them anywhere.
A: Is this the correct number of bags?
B: Let’s see. Yes, that’s all.
A: May I hang your coat in the closet, Mr.Brown?
B: Ah, yes.
A: Shall I open the curtains for you?
B: Yes, that’s a good idea.
A: Here is your room key. Is there anything else I can do for you?
B: No. Thank you.
A: Please enjoy your stay.
B: Here’s something for you.
A: That’s very kind of you, but a 10% service charge will be added to your bill.
B: No, I’d like you to take it.
A: Well, if you insists. Thank you very much.
学以致用

情景对话实训
B: Good evening, sir! (1) ?（我将带您到您的房间去，您有两件手提行李和一个公
文包，对吗？）
A: Yes, that’s right.
B: (2) 。（您的房间在 12 楼，我们去那边搭乘电梯。）
A: OK. By the way, where is the bar?
B: It’s on the third floor. (3) 。
（一整天都营业。）Our breakfast hours are from 6:30 to
10 a.m. Lunch is severed between 11:30 a.m. and 2:00 p.m. Dinner is from 7:00 p.m. to 10
p.m. You can get a light meal or a snack anytime in our 24-hour coffee shop. And you can
call room service between 7:00 a.m. and 8:00 p.m. Here is a copy of the menu.
A: Thank you. Do you have mail service?
B: I’m sorry we don’t.
A: I have written some postcards during my Three Gorges cruise. I’d like to send them to my
friends in U.S.A. today. I’m leaving for Hong Kong tomorrow morning.
22
B: There is a post office nearby. I can mail them for you if you like.
A: It’s very kind of you. Thank you.
B: You are welcome. (4) 。（右侧的电梯最快，抵达 10 楼及以上楼层的。）The
elevator is on the left，go and stop at every floor. Here is the elevator. After you, sir.
B: Is this your first time in Wuhan?
G: Yes, it’s.
B: Have you visited the highlights here?
G: I only had time to see the Yellow Crane Tower.
B: I hope you’ll have time to see Wuhan next time. There is a lot to see.
G: Sure, I’ll.
(The elevator stops.)
B: (5) （小心台阶，请走这边。）

Mr. Green just arrives at your hotel. He has three pieces of luggage in all. You help him
take the luggage to the elevator and he asks you to introduce something about your hotel. After
getting off the elevator, you introduce some of hotel services. You tell him that the hotel is a
four-star hotel. There are over 400 international standard rooms. There is a recreation center on
the fourth floor. All the guests can play billiards, table tennis and bowling in the recreation
center. The hotel also has saunas and after-sauna rooms. Guests can relax with soft drinks or
snacks there. Also available are a beauty salon, a barber shop and a souvenir shop.
情景实训 4 雇请出租车
迈克布朗先生需要雇请出租车，因为他急着去珠江新城赴约，他与客户的预约见面
时间是在晚上 8 点。你是酒店的礼宾员，请帮助他并询问他去向，告诉他晚上这点是下
班高峰期，很难电召到的士。布朗先生告诉你他不能等太久，你告诉他你会尽量帮助他。
请根据以上情景模拟对话训练。
Situational Training 4 Calling a Taxi for the Guest

Mr. Michael Brown needs to call a taxi, because he is in a hurry to go to Zhu Jiang New
Town for an appointment with his client at 8:00p.m. You are a bellboy who would come to help
him. You tell him that everyone is getting off work now, so taxis are hard to find. He says he
can not wait for so long. You tell him you will try your best to help him.
23

询问去向
Where do you want to go, sir/madam? 您要去哪儿，先生/女士？
Single trip or round trip? 单程还是双程？
当客人准备离开：
Have a nice day! 祝您有个美好的一天。
We hope to see you soon. 我们期待很快又能见到您。
Thank you for staying with us. 谢谢光临本酒店。
常用提醒用语
Be careful as you step up. 请小心上台阶。
Mind (watch) you step. 请小心你脚下。
Please be careful. 请小心。
Please don’t leave anything behind 请不要留下任何东西。
No smoking here. 请不要在这吸烟.
Sample Dialogue 4
(A=Doorman; B= Michael Brown)
A: Good morning, sir. May I help you?
B: Can you get me a taxi?
A: Please wait a moment. Where do you want to go , sir?
B: I want to go to Zhujiang New Town. I have an appointment with my client at 8:00p.m. Not
much time for me.
A: Everyone is getting off work now, so taxis are hard to find.
B: I can’t wait too long.
A: We will try our best. I think it will come very soon.
B: OK, thank you.
A: My pleasure.
学以致用

情景对话实训
Complete the dialogue according to the Chinese given in the brackets then read the
24
dialogue in roles.
(A= Jane (Doorman); B= Stephen Nobel (Guest) )
A: (1) ?（先生,您有什么急事吗？我能帮你什么吗？）
B: Yes. Can you get me a taxi?
A: (2) 。
（请稍等片刻｡我们让应接员替您叫车｡）
B: I have an appointment with my client at 8:00 p.m. Not much time for me.
A: (3) 。
（现在是下班时间，所以很难找到出租车｡）
B: I can’t wait too long.
A: (4) 。
（但是我们会尽力叫车｡我想车很快就会来的｡）
B: OK, thank you.

A guest arrives at the hotel by taxi. A bellman receives him. The guest has anther suitcase
in the rear of the car. The bellman asks the guest whether he has been to China before and tell
him there are a lot of places being worth sightseeing in the country.
Mind Map
Sum up the main points of the service producer of accompanying the guest on this mind map.
25
实训项目四客房登记入住服务
Checking in
实训目标
应会应知
1. 怎么用英文引导顾客办理入住登记
1. 登记时出示的有效证件
2. 客房入住登记表的填写
2. 在理解入住程序时候依客人情况灵活
3. 如何接待有预订的客人
处理各种入住情况
4. 如何接待临时入住客人
Warming up
Decide whether the following statements are true or not. Circle the letter T or F.
判断下面句子正误，分别圈出 T 或 F
Front desk staff does not need to guard the security of guests. T F
Guests can take care of some personal business at the front desk. T F
Sometimes the front desk can be very busy. T F
Hospitality is a hotel’s business. T F
A hotel like a big city. T F
If you are a tourist, you can get tourism information from the front desk. T F
情景实训 1 为散客办理入住
布朗先生到访广州，打算入住白天鹅酒店 3 天，但是他先前没有预订过该酒店，他
来到酒店前台，你是前台服务员，你为他办理散客入住登记。你询问他入住的人数和需
要的房型，布朗先生说只是一人入住，你查询空房情况后告知，只有一个双人大床房间
有空余，价格是 620 元包含早餐。布朗先生接受了，并告知用旅行支票支付。你让布朗
先生填入住登记表并查看他的护照，办理完毕后，你再次询问他是否需要行李员帮忙，布朗
先生告诉你不需要。你告诉他所入住的房号是 2457。请根据以上情景，跟同学模拟对话。
Situational Training 1 Checking in for the Walk-in Guest

Michael Brown arrives at Guangzhou. He would like to stay in the White Swan Hotel for
26
3days, but he has no reservation in advance. You are the receptionist and offer him a walk-in
check-in service. You ask him about the number of people staying in and the room type he
needs. Mr. Brown tells you just one person. You check the room vacancy and tell him only one
double room available, and the room rate is RMB 620 yuan including breakfast. Mr. Brown
accepts it and tells you he will pay by traveler’s check. You help him fill in the registration
form and have a look at his passport. When everything is finished, you ask him whether he
needs a porter or not? Mr. Brown tells you he doesn’t need a porter. You tell him the room
number is 2457.

registration 登记 bellman 门童
lobby 前厅 cash 现金
credit card 信用卡 ID card 身份证
passport 护照 identification 身份证明
military officer’s certification 军官证 arrange 安排
comfortable 舒适的 journey 旅途
fill in/out 填写 key card 门卡
after you 你请先 hotel directory 旅馆指南
hotel lobby 饭店大堂 hotel rates 房价
问候
Good afternoon, sir. Welcome to White Swan Hotel. What can I do for you? 下午好，
先生，欢迎来带白天鹅酒店，我能忙您吗？
（下午，晚上），先生、
Good morning (afternoon, evening), sir (madam)，早上好，
女士。
Glad (Nice) to see you. 很高兴见到您。
It’s nice to meet you again, Mr. Johnson. 很开心再次见到您，约翰先生。
Good morning, sir. This is the Front Desk. May I help you？早上好，先生，这里是酒
店前台，您需要我帮忙吗？
询问客人是否有预定：
Have you made a reservation? 您是否有预订？
Have you reserved a room? 您是否有预定过房间？
Have you booked any room? 您预定过任何的房间吗？
You have reserved a single deluxe room, haven’t you? 您是否预定一个豪华间？
27
请客人等待
I am afraid that your room is not quite ready yet. Would you mind waiting, please? 不
好意思，你入住的房间还没准备好，你介不介意稍微等等？
We are sorry to have kept your waiting. 不好意思，让你等候。
We are very sorry for the inconvenience. 我们为引起不便之处感到抱歉。
查询证件
Could I see your passport? 我能查看下您得护照吗？
May I have a look at your passport? 我能看下您得护照吗？
Could I see your Identification Card? 我能看下您得身份证吗？
Could I see your military officer’s certification? 我能看下您的军官证吗？
请客人登记
Will you please fill out the registration form? 请您填好入住登机表。
Would you mind filling out this registration form? 请您填写这张入住登记表。
Let me fill it in for you. 让我帮你填写。
You can just skip that, and I will fill it in for you later on. 您可以先不填这一项，我待
会帮您补上。
告别语
Good night. 晚安
Have a good rest! 好好休息!
See you later (tomorrow). 一会儿见。/明天见。
Have a good time. 祝您度过快乐时光。
We wish you a pleasant stay in our hotel. 我们希望您在我们酒店的逗留愉快。
Please don’t leave anything behind. 请不要落下任何东西。
Mind (or watch) your step! 请小心台阶。
All the best! 祝福您一切顺利。
Take care! 请保重。
Good luck! 祝好运。
Sample Dialogue 1
A: Good afternoon, sir. May I help you?
B: Yes. I am a tourist from America. I’d like to stay in your hotel for one night.
A: Have you made a reservation, sir?
B: I’m afraid not.
28
A: How many people do you have, please?

B: Just one. I’m alone.
A: Just a moment, please. I have to check if there’s a room available. Oh, there is one double
room available. The room rate is 620 RMB with breakfast.
B: All right, I want to take it.
A: How would you like to pay, by credit card?
B: With traveler’s check, I think.
A: Certainly, sir. Could you please fill out this form while I prepare your key card for you?
B: Yes. Can I borrow your pen for a minute, please?
A: Sure. Here you are.
B: What should I fill in under room number ?
A: You can just skip that. I’ll fill in the room number for you later.
B: Here you are. I think I have filled in everything correctly.
A: Let me see... name, address, and nationality, forwarding address, passport number, place of
issue, signature and date of departure. Oh, here, sir. You forgot to fill in the date of your
departure. Here let me fill it in for you.
B: Thank you.
A: Mr. Brown, May I see your passport, please.
B: Here you are.
A: Thank you sir. Your room is on fourth floor, Room 2457. Do you need a porter?
B: It is not necessary. Thank you very much.
A: It’s my pleasure to serve you. Hope you will have a good rest.
学以致用

情景对话实训
(A=Customer; B= Receptionist)
B: Good afternoon! Welcome to our hotel. Can I help you?
A: Yes. I’d like to have a single room with a bath for tonight, please.
B: (1) ?（女士，您先前有跟我们预订吗？）
A: No, I haven’t.
B: I’m sorry, madam. Our single rooms are sold out.
A: Oh, that’s too bad.
B: (2) （但是我们有一个非常美丽的公园景致的套间，价格是 80 美元一个晚上。）
。
29
Or if you don’t mind a smaller room, I can offer you one at $60 a night. I’d happy to show
you both rooms.
A: Well, I’ll take the smaller one.
B: Thank you. (3) ?（这是入住登记表，您需要我帮您填吗，女士？）
A: Yes, thank you.
B: (4) 。
（我需要您的护照，一会儿就好。）
A: Here you are.
(for a while)
B: Here is your passport, Mrs. Smith. Just a few more bits of information. What is your
occupation?
A: A college teacher.
B: Where are you from?
A: Shanghai.
B: Where will you go?
A: Hong Kong.
B: When will you leave?
A: Tomorrow morning.
B: You will be leaving the hotel on 16th. Now if you will please sign on the bottom right hand
corner that completes the formalities.
A: OK.
B: Here is your key. Your room is 8806. That is on the 8th floor, Room 806.
A: Thank you. Could I have some help with my luggage?
B: Of course. (5) .（我会叫个行李员，他会帮您带到您的房间去。）

Stephen Nobel is traveling in China, and now he comes to the front desk of White Swan
Hotel and wants to stay two nights in this hotel. As he hasn’t booked the room before, the
receptionist offers him a walk-in check-in service. He requires a single room with bath. The
room rate is RMB650 including breakfast. The receptionist tells him his room number is 2608
and let him fill in a form and give him a room card.
情景实训 2 填写入住登记表
你是酒店前台接待员，处理完情境训练 1 散客入住登记后填好如下入住登记表
*住宿登记表是客人到达宾馆后，在入住之前填写一些个人信息的表格。通常包括姓
名、性别、出生年月、国籍、证件及号码、入住及离开时间、付款方式等基本信息。
30

You are the receptionists. You should fill in the Registration Form according to the details
of Situational Training 1.
Sample 1: Registration Form of Temporary Residence
房号：Room NO----------2475--------
姓名中文姓名国籍、地区或籍贯
Surname Mr. Brown Name in Chinese Region American
停留事由
性别出生日期职业/公司名称
Reason for stay:
Sex Male Date of birth Profession/Company
Holiday
国（境）外住址入住日期退房日期
Home address : Date of arrival: Date of departure:
请注意：结算方式
Please note： Kindly indicate form of payment
1. 退房时间是中午 12 时现金
Check-out time 12:00 noon Cash
2. 收款处设有免费贵重物品保险箱旅行社传单
Safe deposit boxes are available with no charge at front office Voucher
cahier counter. 信用卡
3. 访客请在晚上 11 时前离开客房 Credit card
Visitors are requested to leave guest rooms by 23:00 旅行支票
4. 结账后请交回客房门钥匙 Traveler’s check,
Please return your room key to front office cashier counter upon 客人签名
check-out Guest signature: Michael Brown
以下由服务员填写 To be filled in by front office clerk
护照或证件名称：号码签证有效期：
passport ××××× ××××××
签证签发机关：入境日期：入境口岸：接待单位：
日租： 3days 房号：2475 值班职员签名：Li Hong
学以致用

情景对话实训
Fill in the Registration Form according to the following information.
Stephen Nobel is traveling in China, and now he comes to the front desk of White Swan
31
hotel and wants to stay two nights in this hotel from May 15th to 17th. As he hasn’t booked the
room before, the receptionist offers him a walk-in check-in service. He requires a single room
with bath. The room rate is RMB650 including breakfast. Stephen Nobel accepts it and would
pay by cash. The receptionist tells him his room number is 2608 and let him fill in a form and
give him a room card.
姓名中文姓名国籍、地区或籍贯
Surname Name in Chinese Region
性别出生日期停留事由职业/公司名称

Sex Date of birth Reason for stay: Profession/Company
国（境）外住址入住日期退房日期

Home address : Date of arrival: Date of departure:
请注意：结算方式
Please note： Kindly indicate form of payment
1. 退房时间是中午 12 时现金
Check out time 12：00 noon Cash

旅行社传单
2. 收款处设有免费贵重物品保险箱
Voucher
Safe deposit boxes are available with no charge at front office
cahier counter. 信用卡
3. 访客请在晚上 11 时前离开客房 Credit card
Visitors are requested to leave guest rooms by 23:00 旅行支票
4. 结账后请交回客房门钥匙 Traveler’s check
Please return your room key to front office cashier counter upon 客人签名
check-out Guest signature
以下由服务员填写 To be filled in by front office clerk
护照或证件名称：号码签证有效期
签证签发机关：入境日期：入境口岸：接待单位：
日租：房号：值班职员签名：
情景实训 3 有预订客人登记服务
布朗先生 3 周前已经预订了一间带浴室的双人房。他现在来到该酒店的前台办理入
住登记。你是酒店前台的接待员，请协助他办理入住。你核对了他的预订情况，布朗先
生预订了 3 月 27 号到 29 号的双人房一间，布朗先生告诉你他将会用旅行支票支付。你
告诉他，他的房间时在 908 房。请根据以上情景，跟同学模拟对话。
32
Situational Training 3 Checking in for the Guest with Reservation

Mr. Brown booked a twin room with bath from April 27th to 29th three weeks ago. Now he
is approaching to the Front Desk for check-in. You are the receptionist and handle the
registration for him. Mr. Brown tells you that he will make the payment by traveler’s check.
You tell him that his room number is 908.

Could you fill in this form, please? 请填好这张表。
Could you sign your name, please? 请签名。
Give me your passport, please. We need it for registration. 请给我您的护照，我们需
要用它来登记客人的资料。
Have you got any identification? 请问您带有任何证件吗？
What’s your occupation, please? 您的职业是什么？
What’s your nationality, please? 您的国籍？
What’s your address in your native country, please? 您所在国的地址是？
Your room number is 246 on the second floor. 你的房号是 246，是在 2 楼。
Number 246 is an air-conditioned room with a private bath. 246 房是一间有独立卫浴
和空调的房间。
Here’s your key card. 这是您的房卡。
Here’s your key to Room 246. 这是您的 246 房的钥匙。
Have you got through with the check-in procedure？请问您已经完成了入住登记所
有程序了吗？
I’ll get the porter to take your luggage up. 我将会让行李员帮你把行李搬运上去。
The porter here will take your luggage and show you the way.行李员将会帮你搬运行
李和指引你去。
Sample Dialogue 3
A: Good evening. What can I do for you, sir?
B: I booked a twin-bed room with bath three weeks ago. I’m Henry Brown.
A: Just a moment, please, Mr. Brown. I’ll check the arrival list. Sorry to have kept you waiting,
sir. Yes, you have reserved a twin-bed room with bath from today to the 29th.
B: Yes, exactly.
A: Could I see your passports, please? (Checking the passports and giving them back)
33
Thank you, sir. And would you mind filling in the registration form?
B: I’ll take care of it. (Filling out the form) Here you are. Is it all right?
A: Yes, thanks. How are you going to pay, in cash or by credit card?
B: Could I pay with traveler’s check?
A: Certainly. Here’s the key to Room 908. Please keep it. And the bellman will show you up.
(A bellman comes over.)
Have a nice evening, sir. And enjoy your stay.
B: Thank you.
学以致用

情景对话实训
B: Good afternoon, sir! Welcome to the Holiday Inn. I’m Cathy Lee. May I help you?
A: Yes, I booked a single room four weeks ago. My name is David Arden.
B: (1) ？（请问您的名字如何拼读？）
A: It’s A-R-D-E-N.
B: Thank you, Mr. Arden. Please wait for a moment. I’ll check the arrival list.
(2) ？（是的，我们有您的预订信息，雅顿先生。是一个带浴室的单人房。您
已经预支付了 50 美元定金，我说的对吗？）
A: Yes.
B: (3) 。
（您的房号是 606，是在六楼。我准备您房卡，请您先填好这张表。）
A: Yes. Should I write down my passport number here?
B: Yes, I’m afraid you have to.
A: (After he has finished the form) Here you are.
B: Let me see... Oh, Mr. Arden. You forgot to put in the date of your departure. You are leaving
on...?
A: Sept. 25.
B: Everything is all right. You will be staying in Room 606 from Sept. 23 to Sept. 25 for two
nights. The daily rate is $45 per night. (4) （这是您房卡，所有关于酒店的服务
项目和规章制度都在上面。）Please make sure that you have it with you all the time. You
need to show it when sign for your meals and drinks in the restaurants and the bars.
A: OK. I’ll take good care of it.
B: And now if you are ready, Mr. Arden, I’ll call the bellboy and he’ll take you to your room.
34
A: Yes, thank you.

B: (5) 。
（我希望您能享受入住这里。）

Mr. Bellow Wood checks in at the Reception Desk. He booked a twin-bed room with bath
for two nights three weeks ago. You are the receptionist and handle the registration for him. Mr.
Bellow tells you that he will make the payment by credit card. You would tell him that his room
number is 1008.
情景实训 4 团队入住登记
你是白天鹅酒店的前台接待员，你负责接待一个来自中国国际旅行社带领的美国旅
行团入住你们酒店，该旅行团已经提前预订过一个晚上的 2 间套房和 10 单人房。这个旅
行团一共有 12 位旅客、1 个导游、1 个领队。你需要确认第二天他们用早餐的时间和退
房的时间。他们的计划是第二天早上 7 点用早餐，退房时 8 点，此外，该旅行团还需要
早上 6 点的叫醒服务。请根据以上情景跟同学模拟对话。
Situational Training 4 Checking in for the Group

You are the receptionist who is helping a tour group to pass through the check-in at White
Swan Hotel. The tour group has already reserved for two suites and ten single rooms in
advance. There are twelve tourists, one tour guide and one tour leader in the group. You need to
confirm the schedule of breakfast and departure: breakfast is 7:00, departure is 8:00.
Furthermore, the tour group has required for the morning call at 6:00.

告知入住后事项
Your room keys and breakfast meal vouchers are in the envelopes on this desk. They
are arranged in alphabetical order. Please take the one which bears your name. 您的房间钥
匙和早餐券已在桌上的这个信封里面，他们是按字母顺序排列的。请您按自己名字的
拿取。
Breakfast will be served from 7 a.m. tomorrow at the coffee shop on the first floor.
Please hand your meal voucher to the wait or when you arrive there. 早餐从明早 7 点开始
在一楼的咖啡店供应。当你到达那时，请把你的餐劵交给服务员然后用餐。
The lobby is on the 2nd floor. Please press the L button in the elevator. 酒店大厅在 2
楼，请进入电梯后按 L 按钮。
35
The door of your room locks automatically. Please make sure that you have your room
key when you leave the room. You may keep your room key until you check-out. 您房间的
门会自动锁，请确保离开时，把房间钥匙携带在身边，请保存好房间钥匙直到您结账。
Room-to-room calls may be made from your room. Please dial 6 first and then the room
number. 房间内可拨打酒店内部各房电话，请在座机上按“6”后拨打房号即可。
Outside calls may be made from your room. Please dial 0 first then the number. 房间
内也可拨打酒店外部各地方电话，请在座机上按“0”然后是要拨打的电话号码。
Please read the emergency instructions on your room door. Your nearest emergency exit
is also shown. 请阅读房间内的紧急指示说明，您的紧急通道门在说明里有所描述。
Please pay any incidental charges at the Front Cashier’s Desk when you checkout. You
may hand in your room key at that time. 当你们办理退房手续时，请在前台收银处支付额
外附加的费用，然后上交住房钥匙。
We will deliver your baggage to your room soon. Please place your bags in front of
your room by 7:30 a.m. tomorrow morning. The bellman will collect them. 我们很快会把
你们的行李运送到你们的房间去，明天早晨 7 点 30 分，请把你们的包放在你们的房间
里，行李员会帮你们搬运下来。
Your departure time is at 9 a.m. Please be here by 8:50 a.m. at the latest. 你们退房的
时间是早上 9 点，最迟早上 8 点 50 分在这边前台集合。
团体客入住登记表样本
团队名称（全称）日期年月日至月日
Name of group ： Date Year Mon Day Till Mon Day
房号姓名性别出生年月日国籍护照号码
职业
Room No. Name in full Sex Date of birth Nationality Passport No.
何处来何处去
Where from and to
注：
“团体人员住宿登记表”一式三份。一份给陪同或领队，一份给财务部结账，一份留给服务
台存档。
Sample Dialogue 4
(A= Receptionist; B = Tour guide)
A: Good afternoon! Welcome to White Swan Hotel.
36
B: Good afternoon! I’d like to have two suites and ten single rooms, please.
A: Have you made a reservation?
B: Yes. We have booked them for our tour group from the United States.
I’m from China International Travel Service.
A: All right. Let me check. Ah, yes, two suites and ten single rooms from China International
Travel Service.
B: Is there a bath in the rooms? I feel like taking a bath right now.
A: Yes, every room is equipped with a bath, a telephone and an air-conditioner.
B: That’s good!
A: Can I see your passports, please?
B: Yes, these are our passports.
A: Thank you. Here are your passports. Please fill in these registration forms and sign your
names on the right side.
B: The registration forms are finished. Could you arrange a morning call at 6:00 for us?
A: Of course. We will do it for you and your breakfast of tomorrow will be 7:00 am. And your
departure time is 8:00 am.
B: That’s right.
A: Your room keys and breakfast meal vouchers are in the envelopes on this desk. They are
arranged in alphabetical order. Please take the one which bears your name. Your rooms are
from the third to sixth floors and there are 8 rooms on each floor. The bellboy wil1 take you
to your rooms.
B: Thanks!
学以致用

情景对话实训
(A= Guest; B= Receptionist)
B: Good morning. May I help you?
A: Yes. Our company has made a reservation for this weekend.
B: (1) ?（请问做预订的公司名字是什么，先生？）
A: Thomas & Son Trading Corporation.
B: Let’s have a check. (2) ？（是的，先生，你们有 30 名来旅游观光的员工，12
月 18 号，19 号和 20 号入住 2 间套房和 14 间双人床房，对吗？）
A: Yes. The suites are for the heads, and the twin-bed rooms for the rest of the staff.
37
B: (3) 。
（请您填好这张入住登记表。）
A: Ok. But two of our colleagues have not turned up yet and we have no idea when they will
arrive.
B: Don’t worry, sir. (4) .（既然您是有保证的预订，即便没有人入住，这也将 24
小时为你们保留房间，但是费用是在你们这一方。）
A: No problem.
B: I see. Is your company going to cover all the expenses?
A: Yes. It will cover all the expenses with our voucher.
B: Very well. Your rooms are on the same floor. Here are the room-key cards for you to assign
to your members.
A: Thank you.

Thomas & Son Trading Corporation has made a reservation for this weekend, now the
group is coming to the hotel. The receptionist checks the information with the group leader.
There are 30 staff members on a tour who will stay in the hotel on December 18th, 19th and
20th. They have booked two suites for the heads and 14 twin-bed rooms for the rest of the
staff. The group leader tells you that two of their colleagues have not turned up yet and they
have no idea when they will arrive. You tell him the booking is a guaranteed reservation and
the rooms will be well blocked for 24 hours in case of no-show. The expense is on their
company’s side. The group leader also tells you all the expenses will be covered with their
travel voucher.
Mind Map
Sum up the main points of the service producer of room registration on this mind map.
38
实训项目五总机服务
Telephone
实训目标
应会应知
1. 熟悉酒店业务，能在电话上用英语应对各
种状况 1. 话务员的素质要求
2. 总机转接时候用语 2. 话务员电话应答的基本要求
3. 总机回答客人问询服务
Warming up
Answer the following questions:
a. What would you say when you receive a call from a room guest?
b. What would you say to tell a guest how to make room calls?
c. What would you say if the guest wants to know how to make calls inside the city?
d. How would you ask which type of long-distance calls the guest wants to make?
情景实训 1 电话转接
迈克布朗先生正打电话到酒店前台，想请前台转接到该酒店 809 房的房客李先生。

你是前台总机话务员，你刚好接到这个电话，请你帮助布朗先生转接电话，在转接途中
发现要转的分机占线。请你根据以上情景跟同学模拟对话。
Situational Training 1
Michael Brown is making a phone call to White Swan Hotel. He needs to talk to Mr. Li
who is staying in Room 809. You are the hotel operator and receive the call. You help to
transfer the call, but the line is busy.
39

Hotel operator 话务员
接到外线电话用语：
Good morning / Good afternoon / Good evening, White Swan Hotel. How may I help
you? 早上好/下午好/晚上好/白天鹅酒店，我能帮您什么吗？
接到内线用语：
Good morning / Good afternoon / Good evening, Operator, How may I help you? 早上
好/下午好/晚上好/这里是总机，我能帮您什么呢？
如是找人电话请客人稍候，告诉有关人员接听：
Certainly, sir / madam， please hold the line. 当然可以帮你转接，先生/女士,请稍等。
如请客人稍等应放音乐给客人听等候，我们找到客人需要的答案后，起保留键时
应说：
Thank you for holding, Sir/Madam. 让你久等了，先生/女士
如果有关人员不在，可提供留言服务，记录下对方姓名、电话号码：
I’m sorry. Sir / Madam, he / she is not in / around at the moment. 对不起，先生/女士，
你要找的他/她不在房内。
Would you like to leave a message or your contact number? 您愿意留言或者是留下
您的联系方式吗？
如果需要转接电话，就尽快连接。转接时请注意应得到对方允许才能开始转接：
Sir/Madam, I will transfer your call right now. 先生/女士，我会立马给您转接。
当你需要“过滤”电话或做留言记录时，询问对方的名字要礼貌：
May I have your name, please? Sir / Madam? 您能告诉我您的名字吗？先生/女士。
May I have the spelling, please? 您能告诉我如何拼读吗？
如果要转的分机占线，征询客人意见，是留言，还是待会儿再拨：
I’m sorry, Sir/Madam. The other line is busy / engaged at the moment.对不起，先生/
女士，该分机号正占线。
Would you like to leave a message or I’ll try the line for you again? 您愿意留言还是
我为您再转接一次试试？
40
结束电话中的对话时，不可以简单说“bye-bye”
，最好说：
Thank you for calling. 感谢致电。
当客人的英语难以理解时:
I beg your pardon? 对不起请再说一遍好吗？
Could you repeat that, please? 请您重复一遍好吗？
若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：
Excuse me, sir. Do you mean you lost your room key？不好意思，先生，您是说您
丢了房间的钥匙？
Sample Dialogue 1
(A=Operator; B=Brown)
A: Hello, Good morning, White Swan Hotel. May I help you?
B: This is Michael Brown speaking. Could you transfer the call to the room 809? I need to talk
to Mr. Li.
A: Certainly, sir. Please wait for a moment. I am sorry, sir. The line is busy now. Would you like
to leave a message or I will try the line for you again?
B: Right, I will call back later. Thanks.
A: Thanks for your calling! Goodbye.
学以致用

情景对话实训
(A=customer; B=operator)
B: Good afternoon, Hotel Operator. May I help you?
A: Hello. Put me through to RM5201, please!
B: (1) ?（请问房间客人贵姓？）
A: Yes. His name is Sam.
B: (Check the computer) (2) ?（请问您贵姓小姐？）
A: Miss Chen.
B: Wait a moment, Miss Chen; (3) .（陈小姐，请您稍等，我帮您转过去。）
(Connecting …) Good evening Mr. Smith. This is hotel operator. Here is a call by Miss
41
Chen. Would you like to receive it?

Room guest: Yes, thanks.
A: You are welcome. Wait a moment, please.

Mr.Li calls switchboard operator of the Beijing Hotel to speak with Mr. Winston in Room
213. The operator should deal with the situation: the line is busy.
情景实训 2 客人咨询外线电话打出
迈克·布朗先生想要在酒店内打国内市区电话和国外长途电话，他询求酒店前台电
话总机帮助。你是酒店前台电话总机服务员，你给他解释关于酒店客人如何在酒店内部
拨打外线电话的指示信息。你告诉他酒店客房提供国内直拨电话和国际直拨电话的系统
服务并举例给他说明：假如你要拨打国内市区电话，请在座机上先按“9”接着是按所要
拨打的城市的区号，然后是你想拨打的地方号码。假如你要拨打国际长途，请先按“9”
然后是按“00”，接着是按所拨打的国家代码，接着是所拨打的地方区号，最后是你要拨
打的号码。请根据以上情景跟同学模拟对话。
Situational Training 2 How to Make a Call from the Hotel Room

Mr. Michael Brown wants to make a local call and a long distance call in the hotel, so he
asks the hotel operator for help. You are the hotel operator and you explain to him in detail on
how to call directly from his room. You need to tell him the hotel offer IDD and DDD services.
For DDD calls, please dial “9”first, then the area code and the telephone number. For IDD calls,
Please dial “9” first, then dial “00”，followed by country code, city code and the telephone
number.

internal call 内线电话 local call 市内电话
long distance call 长途电话 domestic call 国内电话
emergency call 急救电话 extension number 分机号码
incoming /out coming call 打进、打出电话
area code 区号 collect call 对方付费电话
pay call 主叫付费电话 international call 国际电话
IDD (International Direct Dial) 国际直拨电话
DDD (Domestic Direct Dial) 国内直拨电话
42
拨市话长途：
For city calls, please dial “9” first, then the telephone number. 拨打市区内电话，请先
按“9”，然后是你想要拨打的号码。
For DDD calls (国内长途), please dial “9” first, then the area code and the telephone number.
拨打国内长途电话，请先按“9”然后是所拨打的地方区号，接着是你想要拨打的号码。
For IDD calls (国际长途), please dial “9” first, then dial “00”，followed by country
code, city code and the telephone number. 拨打国际长途，请先按“9”然后是按“00”，
接着是国家代码，接着是所拨打的地方区号，最后是你要拨打的号码。
Sample Dialogue 2
(A= Operator; B= Mr. Brown)
A: Good morning. This is the hotel operator. May I help you?
B: Yes, I would like to make a long distance call. What should I do?
A: We offer IDD and DDD services in our hotel. You can call directly if you like.
B: Would you tell me how to dial it?
A: Please dial “9” and then dial “00”，followed by country code, city code and the telephone
number.
B: I see. Thanks a lot.
A: You are welcome, sir.
学以致用

情景对话实训
(A=customer; B= Operator)
B: Good afternoon. Hotel Operator. How can I help you?
A: Good afternoon. I’d like to call my friend. He is staying in main building of the hotel. Could
you put me through?
B: (1) ）
.（房与房之间互打请直接拨房间号即可，房间之间互打电话是免费的。
A: Thank you for the information. By the way, how shall I get through to a client in another
hotel of the city?
B: Please dial 9 first and then the number.
A: I see. Well, what about phone calls outside the city? I’d like to call Guangzhou.
B: (2) .（外地电话，请先拨 9，再拨区号和电话号码。）
43
A: How can I make an international call?

B: (3) .（打国际长途电话，请先拨 9、再拨国家号码、区域号码和电话号码。另
外所有国家的区号在您房间内的服务指南里都有标注。）
A: I see. Thank you very much.
B: You’re welcome, sir. Thank you for your calling.

Mike Smith wants to make a local call and a domestic long distance call in the hotel, so he
asks the hotel operator for help. The hotel operator explains to him in detail how to call directly
from his room: We offer IDD and DDD services in our hotel. For calls outside Beijing, please
dial “0” first and then the area code and the number you want. For calls inside Beijing, please
dial” 0” first and then the number you want.
情景实训 3 叫醒服务
布朗先生正询问酒店总机关于电话叫醒服务，你是酒店前台话务员，请提供帮助。布
朗先生需要第二天早上 6 点被叫醒。请根据以上情景跟同学模拟对话。
Situational Training 3 Wake-up Service

Mr. Michael Brown asks the operator for the morning call. You are the hotel operator and
offer him a computer wake-up service. He would let you to give him a wake-up call around 6
a.m. next day.

wake-up service / morning call service 叫醒服务
Sample Dialogue 3
(A= Operator; B= Mr. Brown)
A: Good evening. This is the Hotel operator. May I help you?
B: I am leaving for America tomorrow. Would you please give a wake-up call in the morning?
A: Sure, sir. What time you need us to offer you a morning call?
B: At 6:00 a.m.
A: We have a computer wake-up service. I will arrange it for you.
B: Thank you.
44
A: My pleasure, sir. Have a good sleep!
学以致用

情景对话实训
(A=customer; B= operator)
B: This is the operator. May I help you?
A: I’m leaving for Britain tomorrow morning. Will you please give me a call in the morning?
B: (1) ?（当然可以，先生，请问您的房号是？）
A: 1108.
B: (2) ?（什么时候需要？）
A: Around 7:00 a.m.
B: (3) .（我们有电脑自动叫醒服务。请在您电话直接按 5 然后设定你要的时间，
如需设定早上 7:00 请先按 5 然后按 0700。）There must be five digits in the final number.
A: 5-0700, I see.
B: That’s right, sir. Our computer will record the time and your room number.
A: Thank you.
B: You’re welcome, sir. Have a good sleep.

Mrs. Mary Li asks the operator for the morning call. The operator offers her a computer
wake-up service. It is around 7:00 am.
实训项目六问询服务
Information
实训目标
应会应知
1. 问询服务的程序
2. 访客中英文留言为客人提供留言服务时应注意哪些问题
3. 问询时候礼貌用语
45
Warming up
What do the guests generally ask in the front desk?
Your answers:
情景实训 1 给客人指示酒店设施的方位
迈克布朗先生需要去用餐，因此他来到酒店前台信息咨询处询问酒店餐厅的方位。
你是餐厅的前台接待，请给他指示。酒店餐厅的方位是在二楼左边。请根据以上情景跟
同学模拟对话。
Mr. Michael Brown needs to have meals, therefore he goes to the information desk to ask
about how to get to the hotel restaurant. You are the receptionist and give him the direction.
The hotel restaurant is on the left side of the second floor.

说明设施的方位：
1. The tour desk is in the lobby. 酒店服务台设在大厅。
2. The beauty salon is on the second floor. 美容部在酒店的二楼。
3. The restaurant is on the third floor. 餐厅在三楼。
4. The coffee shop is next to the lift. 咖啡厅是在电梯旁。
5. The health centre’s on your right. 康体中心在您的右侧。
6. The restaurant’s on your left. 餐厅在您的左手边。
7. The bookshop is over there. 书吧在那边。
46
为客人指路
Go straight across the lobby. 穿过大堂一直走。
Take the lift to the third floor. 乘电梯到三楼。
Turn left/right out of the lift. 出电梯左/右转。
Go straight ahead out of lift. 出电梯一直走。
指引方向
A is next to B. A 在 B 旁边。
B is between A and C. B 在 A 与 C 之间。
D is on top of E. D 在 E 上方。
E is under D. E 在 D 下方。
H is along the hallway on the left. H 在走廊的左侧。
I is along the hallway on the right. I 在走廊的右侧。
J is to the left. J 在左转的地方。
K is to the right. K 在右转的地方。
L is at the end of the hallway to the left. L 在走廊尽头的左边。
M is at the end of the hallway to the right. M 在走廊尽头的右侧。
N is through O. 穿过 O 就 N。
Go straight. 请直走。
This is the Lobby floor. 这是大厅。
The Garage is two floors down. 车库是在地下二楼。
on the ground/ first/second/ third floor. 在底楼/一楼/二楼/三楼。
on the terrace. 在阳台。
on your right/left. 在你右边/左边。
over there/here. 那边/这边。
Sample Dialogue 1
(A=Receptionist; B=Mr. Brown)
B: I feel hungry now and could you tell me where the hotel restaurant is?
A: You need to take the lift to the second floor and turn left. The restaurant is on your right
side.
B: Well, I see. Thanks.
A: My pleasure.
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学以致用

情景对话实训
B: Good morning. Can I help you?
A: Yes, please. Will you please tell me the simplest way to the Zhongshan Temple?
B: Yes, of course. (1) .（最方便的方法是搭乘的士。）If you can’t find a taxi there,
you can always hail one in the street. Shall I get one for you?
A: What are the rates, please?
B: It’s 2.40 Yuan for every kilometer. It’s about 50 Yuan to get to the Zhongshan Temple.
A: Oh, I see. Would you please tell me how I can get there by bus?
B: Yes. (2) .（你可以搭乘 1 号巴士，但是我认为巴士在这一天的这个时间点是非
常拥挤的。）
A: Oh, I like crowds. They give me warmth.
B: Well, in that case, (3) .（您可以走到酒店外面，然后右转到京南路，沿着京南
路一直走，大概三分钟，巴士站就在您的前面。
）
A: All right. Walk outside the hotel. Then turn right to Jin ... Jin ... What is the road, please?
B: Turn right to Jinling Road. Here, let me write it down for you.
A: No, thank you. I can’t read the pinyin system anyway.
Well, I think I’ll have to resign myself to the taxi fare, then. Good-bye to the warmth of the
crowd.

Student A is a guest who is at the hall of a hotel and wants to know where he can have a
meal. Student B is a bellboy who is showing the way to the restaurant. There are Chinese and
Western-style restaurants in the hotel on the second and ground floor.
情景实训 2 为客人提供建议
一个酒店住客到前台咨询关于北京旅游景点的信息，你是前台的工作人员，请给这
位客人提供建议，你建议他去天安门广场和北海公园走走，客人说他是一个建筑师，问
是否有古代君王墓的旅游景区可以参观，你告诉他可以去十三陵看看，可是这个地方有
48
点远。你建议他可以搭乘的士去，客人说他需要一个导游陪同，你告诉他可以参加个旅
行团，酒店礼宾部可以为他安排这个团。请根据以上情景跟同学模拟对话。
A room guest wants to go sightseeing around Beijing. He seeks information from a clerk.
You are the staff member who works in the reception desk. You advise the guest to go to
Tian’anmen Square and Beihai (North Sea) Park. The guest says that he is an architect and asks
whether there is any emperor tomb in Beijing. You suggest going to the Ming Tombs which is a
little bit far from here. You advise him to take a taxi. The guest says that he needs a tour guider.
Finally, you say that joining in a package tour would be better. You tell him the concierge could
arrange the tour for him.

询问客人的计划和喜好
Do you have anything planned for today? 您今天有什么计划吗？
What do you like doing? 您喜欢做什么呢？
Do you like visiting places of historical interest? 您想要参观一些历史名胜吗？
为客人外出游玩提供建议
You could go to the Sun Yat-sen’s Memorial Hall. It is very peaceful. 您可以去参观孙
中山纪念堂，这是个美丽的地方。
Why don’t you go to the beach? You could take the ferry to one of the outlying islands.
为什么您不去海滩走走，您可以乘搭渡轮到外岛去看看。
If you like eating, there are some good small restaurants in the Tian He district. 假如你
喜欢美食，我们天河区有许多当地小餐馆可供选用。
*为客人提供建议经常要用到一些情态动词。使用有些情态动词表示建议时语气较
弱。如 might 和 could。有些语气较强。如 would 和 must。一般说，must 只用于好友
之间。
Sample Dialogue 2
(A= Staff; B=Guest)
A: Good morning. Can I help you?
B: My friends told me Beijing is such a wonderful city. I want to see it with my own eyes.
Where do you suggest to start with?
49
A: Many places in Beijing are worth seeing. Uh, why not start with Tian’anmen Square?
B: I’ve heard a lot of it. Then what?
A: Afterwards you may go to Beihai (North Sea) Park.
B: I’m an architect. Is there any emperor tomb I can see around?
A: Yes, of course. I suggest going to the Ming Tombs.
B: How far is it?
A: A little bit far from here. To save time, you can take a taxi.
B: But I want a tour guide to escort me.
A: In that case, a package tour will be fine with you.
B: Could you arrange this tour for me?
A: Our concierge can make it for you.
B: Thanks a lot.
学以致用

情景对话实训
R: Good evening, madam and sir. What can I do for you?
G: We’re free tomorrow. My wife and I like to have a tour of the city. Would you introduce
some scenic spots in Wuxi to me?
R: (1) ）
.（我可以推荐您去无锡太湖，那里有很多名胜。
G: Why is the place so popular?
R: Taihu Lake is one of the most famous tourist attractions in Wuxi. It’s in the middle of the
lake near Turtle-head Park. There stands a series of hills called Three-Islets where live a lot
of monkeys. They draw great interests from the visitors.
G: What about the Jichang Garden?
R: (2) .（寄畅园是中国最有名气的园林景点。）It was built in the Qing Dynasty.
The garden is famous for its lattice windows. They are exquisite and of high artistic value.
Very beautiful, indeed.
G: Great! I’ll go there and take some pictures tomorrow. Thank you very much.
R: You’re welcome. Good-bye. (3) .（希望您能度过一个愉快的时光。）
G: Good-bye.
50

A guest who stayed in Room 1056 wants to have a city tour. He asks the Help Desk in the
lobby whether the hotel could arrange the tour for him. The Help Desk tell him the concierge
can alter the tour to fit his interest. He can go to see Ancient Culture Street, the downtown
shopping area and so on. The Help Desk also tell him a five hour tour will cost RMB 500 and
the price will include a private car with driver and an experienced tour guide. Furthermore, the
Help Desk ask the guest when he would like to tour the city. The guest says that tomorrow
starting at about 10 o’clock would be fine. The help desk let the guest book the tour first.
情景实训 3 留言服务
迈克布朗先生来到白天鹅酒店会见来自圣弗兰西斯科的麦克·斯密斯先生，你是酒
店前台，接待了布朗先生并询问他想要会见酒店客人的全名并打电话到斯密斯先生房间
询问。不幸的是，斯密斯先生不在房内，所以你让布朗先生留言并为之转告。留言的内
容如下：
1. 布朗先生邀请斯密斯先生明晚参加一个晚宴，他将在下午 6 点半在白天鹅酒店门
口跟布朗先生碰面。请根据以上情景跟同学模拟对话。
Situational Training 3 Leaving a Message

Michael Brown comes to the White Swan hotel to see Dr. Mike Smith who is from San
Francisco. You are the receptionist. You check the guest name and make an internal call to Mr.
Smith. Unfortunately, no one answers the phone, so you help to leave a message.
The content of message is as follows:
Mr. Brown invites Dr. Mike to enjoy a dinner together tomorrow evening and will meet Dr.
Mike at 6:30 at the gate of White Swan Hotel.

May I have the message, please?
请告诉我您的留言好吗？
Is he a hotel guest?
请问他是住宿客人吗？
I’m afraid we can only take message for hotel guests and the guests with future
reservations.
不好意思，我们的留言只限于住宿客人以及预约住宿的客人。
I’m afraid that Mr. Mike Williamson is not a guest at the hotel, and we have no
51
reservation in his name.

不好意思麦克·威廉森先生不是本饭店的住店客人，而且我们也没有他的预约。
I’m afraid we can only take simple messages.
不好意思，我们只接受内容简单的留言。
Mr. Mick Yong left a message for you while you were out. 您外出时杨麦克先生留了
一个口信给您。
Sample Dialogue 3
(A=Receptionist; B=Mr. Brown)
B: Excuse me.
A: Yes. What can I do for you?
B: I’m here to see Dr. Smith from America.
A: Do you know when he arrived, sir?
B: The day before yesterday. I believe.
A: Just a moment, please. Let me see. Er... What’s his full name?
B: Mike Smith from San Francisco.
A: Oh, here it is. Dr. Mike Smith. May I call to tell him you are here to see him?
B: Yes, please.
A: I’m sorry, sir. Nobody answers the phone. He must have been out.
B: Can I leave him a message?
A: Certainly, sir.
B: Could you please tell him that Michael Brown invites him to dinner tomorrow evening at
White Swan Hotel and will meet him at 6:30 at the gate?
A: OK, Mr. Brown. I will tell him as soon as I contact him.
学以致用

情景对话实训
B: Good morning. Friendship Hotel Operator. What can I do for you?
A: Good morning. I want to invite Mr. & Mrs. Bellow to a party this evening. I called their
room, but no one answered. May I leave a message for them?
52
B: All right. (1) ?（我能知道他们的房号吗？）

A: Room 1710.
B: Mr. & Mrs. Bellow, in Room 1710.
A: Yes, that’s it. Can you tell them that the Whites called to invite them to dinner tonight?
B: Dinner tonight. (2) ?（什么地方和什么时候，先生？）
A: In your Lily Restaurant at 6:30 p.m.
B: (3) ?我能重读这个信息看是不是正确？Mr. White called at 10:30 a.m. to invite
Mr. & Mrs. Bellow in Room 1710 to dinner this evening at 6:30 p.m. at Lily Restaurant of
this hotel.
A: Right.
B: (4) .（怀特先生，如果必要的话，您能告诉我您的电话号码以便贝罗夫妇能够
给您回电？
A: 501-1712.
B: 501-1712. Thank you for calling, sir. We’ll tell them as soon as they come back.
A: Thank you.
B: You are welcome.

Mr. Ivan Han wants to speak to Mr. Smith in Guangzhou Hotel. But Mr. Smith happens to
be out. So the operator suggests leaving a message. Mr. Ivan Han invites Mr. Smith to have
dinner tomorrow evening at Tiantian Hotel and will meet him at 6:30 at the gate.
Mind Map
Sum up the main points of information center on this mind map.
53
实训项目七外币兑换服务
Foreign Currency Exchange
实训目标
应会应知
1. 外币表达式
提供外币兑换服务时应注意问题有哪些？
2. 外币兑换服务程序
Warming up
Put the following sentences into Chinese:
Good morning. Foreign Money Exchanges counter. What can I do for you?
I want to exchange/change Hong Kong dollars for/into RMB.
How much would you like to change?
Do you charge a service fee?
What’s the exchange rate for U.S. dollars today?
I want to change the traveler’s check into cash.
I want to cash the traveler’s check.
情景实训美元兑换人民币
迈克布朗先生想要把 200 美元换成人民币，今天的兑换率是每 100 美元换成人民币

700 元。你是前台收银员，你需要告诉迈克布朗先生我们酒店的外汇兑换率是以每天更新
的兑换率为准。请根据以上情景跟同学模拟对话。
Mr. Michael Brown wants to change 200 US dollars into Chinese RMB. Today’s exchange
rate: Every 100 US dollars comes to RMB 700. You are the cashier and you need to tell Mr.
Brown that our hotels change foreign currencies according to today’s exchange rate.

exchange for 兑换 exchange rate 兑换汇率
exchange memo 外币兑水单
54
询问客人要兑换多少外币
How much would you like to change? 你需要兑换多少钱？
What sum would you like to change? 你需要兑换的总数是多少？
Would you like it in small or large bills? 你需要兑换成散钱还是整数？
报汇率
The exchange rate of US dollar to RMB is 100:823. 今天的美元兑换率是 100 美元兑
换成 823 元人民币。
其他解释
We change foreign currencies according to today’s exchange rate. 我们外汇兑换是实
时根据当天公布的兑换率进行的。
I am afraid that we only offer one-way change. 恐怕我们仅能提供单次兑换。
If we change large amounts, our cash supply runs out and we’re unable to oblige our
other guests. 假如我们兑换数额较大，我们的现金兑换完毕，就不能够帮其他客户兑
换了。
Sample Dialogue
(A= (Cashier); B=Michael Brown (Guest))
A: Good morning. Can I help you?
B: Yes. I want to check out and change some US dollars into Chinese RMB.
A: How much is that?
B: 200 US dollars. Here you are.
A: We change foreign currencies according to today’s exchange rate, 200 US dollars, an
equivalent of RMB 1 400.
B: OK, I’ll take it.
A: Please fill in the exchange memo, your passport number and the total sum and sign your
name.
B: Here you are. Is that all right?
A: Certainly. Here is RMB 1 400. Check it, please, and keep the memo.
B: That’s all right. Thank you for your help.
A: Always at your service.
55
学以致用

情景对话实训
B: Good morning, sir. Can I help you?
A: I’d like to change some money.
B: (1) ?（您需要兑换哪一种货币呢？）
A: U.S. dollars. What’s the exchange rate today?
B: (2) ?（根据今天的兑换率，1 美元等同于人民币 8.25 元。您需要兑换多少？）
A: Well, I’ll like to change one hundred and here’s the money.
B: (3) ?（请填好这张表，好吗？）
A: All right.
B: Please write your name, passport number and room number on the slip.
A: Here you are.
B: Thank you. You’ll have it right away. (4) ?（请把您的名字签在货币兑换表上，
好吗？）
A: OK. Will you please give me some one-yuan coins? I need some small change.
B: All right. Here are five 100 Yuan bills, four 50 Yuan bills and ten 10 Yuan bills and here are
twenty-five one Yuan bill. That makes 825 Yuan in all. Please check it and keep the
exchange memo.
A: Oh, yes, thanks. By the way, can you tell me what I should do with the RMB left with me?
B: You will have to go to the Bank of China or the Airport Exchange Office to change it back
into dollars. There you will be asked to show the memo.
A: I see. Thank you very much.
B: My pleasure.

Mr. Ivan Han wants to change 200 Euros into Chinese RMB for some souvenirs. Today’s
exchange rate: Every 100 Euros in cash come to RMB 630. The cashier tells Mr. Han that they
change foreign currencies according to today’s exchange rate. After exchange, the cashier tells
him to keep the exchange memo well because he is required to show it at the customs when he
goes back to his country.
56
Mind Map
Sum up the main points of service procedure of foreign currency exchange on this mind map.
实训项目八结账退房服务
Checking out
实训目标
应会应知
1. 结账常见操作程序
退房处理注意事项
2. 不同方式的结账处理
Warming up
Put the following sentences into English orally.
记账还是现金结账？
你们收什么信用卡？
用信用卡结账收手续费吗？
现金结账为什么还要加税？
如果我下午离开，是否需要付今天的房租？
如果您中午 12 点前结账离店，您就不必付今天的房租。
57
情景实训退房结账
一个叫约翰沃克男住客来到酒店前台办理退房手续。他住在酒店 4016 房。你是酒店

前台的收银员，你帮助他办理，你核对他入住的情况。约翰沃克先生于 3 天前的 3 月 10
号下午入住酒店，你问他是否是现在办理退房，接着是打印账单给他。他需要支付人名
币 980 元，此费用包含 10%的服务费。约翰沃克先生已经预付了人民币 1980 元。所以你
给他发票的同时找回 520 元。请根据以上情景跟同学模拟对话。
Situational Training 1 Checking out

A man guest comes to the Front Desk to check out. His name is John Walker who is in
Room 4016. You are the cashier and check up his information. John Walker checked in the
hotel three days ago in the afternoon of March 10. You ask him whether he will check out
before 12:00 today and print the bill for him. The bill is totally RMB1 980 including 10 percent
service charge. John Walker has paid an advance deposit of RMB2 500. So you will give him
invoice and his change RMB520.

确定退房日期与时间
May I reconfirm your departure date, please? 我们来确认一下您的退房日期好吗？
Are you leaving today? 你今天退房吗？
You arrived on June 12 and the departure date is June 14, is it right? 你是 6 月 12 号入
住，离店的日期是 6 月 14 号，对不？
询问客人住店期间是否使用过客房设施或其他服务
Excuse me, sir, have you used the mini-bar during your staying? 你使用过小冰箱里食
物吗？
给客人解释账单项目
Here is your bill. Would you please check it? 这是您的账单，请您过目。
That charge is for drinks taken from the mini-bar. 那笔钱是您从房间冰箱里取用饮
料的费用。
Your overseas telephone call is included in the bill. 您的国际长途电话费用包括在这
个账单里。
The service charge is included in this bill. 这个账单包括服务费。
The room rate is marked at the top. 房费在最上端。
58
Here are your mini-bar expenses. 这是酒水吧的费用。

If you think there is any error in your bill, we can check it for you. 如果你认为账目有
错我们可以为你核实。
由公司或其他方式付款的结账
Your bill will be paid by xx Company./xx Company has arranged to pay your bill.
你的账单由××公司支付。
Could you sign your name here, please? 请你在这签名。
出示收款凭据
Here is your receipt. 这是你的收据。
Here is your invoice. 这是你的发票。
询问客人付费方式时，有下列几种说法：
How would you like to settle your bill?
How would you like to settle your account?
In what form will the payment be made?
How would you like to pay for your bill? In cash, by check or credit card?
*注意：“How will you pay?” “你能付账吗?”的意思，是很失礼的说法。
送别客人
Have a nice trip! 祝您旅途愉快！
We look forward to serving you again. 我们期待再次为你服务。
Sample Dialogue
(A=Staff; B=Guest)
A: Can I get your name and room number, please?
B: John Walker. Room 4016.
A: Yes, Mr. John Walker. You checked in three days ago in the afternoon of March 19,
didn’you?
B: Yes.
A: And when are you leaving?
B: Right after lunch.
A: So you will check out before 12:00?
B: Yes, exactly.
A: Just a moment, please. I’ll print the bill for you. Sorry to have kept you waiting. Here you
are. This is your bill, RMB1, 980 including 10 percent service charge. Please check it.
59
B: OK. Oh, that’s right.

A: You have paid an advance deposit of RMB2, 500, haven’t you?
B: Yes, here is the receipt.
A: Thank you. This is your invoice and your change RMB520. Count it, please.
B: That’s quite right. Goodbye.
A: We hope you’ll enjoy your trip, Mr. Walker. Goodbye.
学以致用

情景对话实训
A: Good morning. Is this where I can pay my hotel bill?
B: (1) ?（好的，请告诉我您的房号，您什么时候想要退房？）
A: My room number is 1012 and I’d like to check out right now.
B: Just a moment, please (checks files). (2) ?（您是美国来的史都华先生吗？）
A: Yes, Richard Steward.
B: (3) ?（史都华先生，请问您最后 2 小时有没有在酒店付账签单？）
A: No.
B: (4) ?（您今天早上有没有使用任何的酒店服务？）
A: Ah, I used the mini-bar, drank a tin of coca-cola and made a long distance call in my room.
B: I’m afraid your final bill hasn’t reached here yet. One moment, please. I’ll call the
department concerned. (He makes a call and then adds the amount to the bill.) Sorry to have
kept you waiting, sir. Here is your hotel bill. Please check it.
A: I’m sorry. What’s this for? (Pointing to a figure)
B: (5) 。
（那是您在房间消费了饮料和使用了电话所产生的费用。）
A: I see. Thank you. Can I pay with traveler’s check?
B: Certainly, sir. (He fills out checks and hands them and his passport to the cashier.) Here are
your bill and receipt, Mr. Steward. Hope you have enjoyed your stay with us here and have a
pleasant trip home.
A: Thank you.

Mr. Peter in room 2780 is going to the Front Desk for checking out. The total in the bill is
1236 dollars. The hotel accepts American Express, Master Card, Visa and Federal Card. Mr.
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Peter pays by Visa. The receptionist tells Mr. Peter that he has to pay a 5% merchant
commission if he uses a credit card.
Mind Map
Sum up the main points of service procedure of checking out on this mind map.
实训项目九寄存服务
Storage Service
实训目标
应会应知
1. 客人物品保管服务程序 1. 保险箱钥匙遗失的处理
2. 如何用英文应答客人关于贵重物品保管 2. 客人物品丢失的处理
Warming up
Put the following sentences into English orally.
您有多少件行李？
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行李上有行李标签吗？
请您把贵重物品存到收银台。
我能看一下您的储物单吗？
情景实训
斯蒂夫诺贝尔来到酒店前台咨询关于寄存行李的事宜，他准备明天上午 9 点半退房，
把行李寄存在酒店，然后一周回来再入住酒店。他现在的住房房号是 1305。你是酒店的
工作人员，你询问他是否能让行李员在明天早上 9 点去收取行李并告诉他交予行李后来
到酒店前台拿储物单凭证。
到了下一个周五
斯蒂夫诺贝尔再次来到酒店入住，在前台提取上周五寄存的行李，你是酒店工作人
员，你让他出示行李寄存单凭证和护照。你询问他寄存的行李数量。最后你让他填好表
并签名。请根据以上情景跟同学模拟对话。
Stephen Noble comes to ask for some information about storing the luggage as he is going
to check out 9:30 a.m. tomorrow but will be back in a week’s time. His room number is 1305.
You are the hotel clerk and you ask him whether we can arrange the bellboy to pick up the
luggage at 9:00. You also tell him to come to the Front Desk to get the storage receipt.
Next Friday Morning
Stephen Noble comes back to the hotel and tries to get his two suitcases back. You are the
hotel clerk and you tell him to show you the deposit slip and his passport. Then you ask him the
number of suitcase he stored. Finally, you let him fill a form and sign his name on it

luggage 行李 store / deposit the luggage 寄放行李
deposit slip 行李寄存单凭证 claim the luggage 领取行李
luggage tag 行李标签
行李员如提供帮助
Excuse me, sir. I am the bellboy. What can I do for you?
More sentences on Page 129
62
清点行李
Is it your luggage? 这是您的行李？
Are these your luggage? 这些都是您的行李吗？
Is your luggage all here? 您的行李都在这了吗？
Is this bag yours? 这是您的包吗？
Excuse me. which one is your bag? 请问哪个是您的包吗？
引领客人
This way, please. The reception desk is just opposite.
这边请，前台就在对面。
I’ll show you to the front desk.我将带您到前台。
This way, please .The cashier desk is just over there.
这边请，付款处就在那儿。
This way, please. Your room is on the 16th floor.
这边请，您的房间在 16 层。
询问客人有无贵重的物品
What would you like to store, sir?
您有什么要寄存吗？先生？
Are there any valuables in it? 里面有没有什么贵重的物品？
You must deposit the valuables at the Reception Desk I am afraid.
恐怕贵重的物品要寄存到前台。
请客人在行李单上签名
Would you sign your name on the luggage deposit slip?
能否请您在行李寄存单上签字？
Could you sign here? 您能否在这里签名？
Would you please fill in this form and sign your name on it?
请您填写一下这张表，并在上面签字。
Thank you. Here is your receipt. Show it when you claim the luggage.
谢谢。这是您的收据。请在您来取行李时出示。
Please keep the receipt.请保存好收据。
送客进房
I’ll show you up to your room.我来领您进房。
Could I have a look at your room card?
让我看一下您的住宿卡，好吗？
Here we are, madam.女士，这就是您的房间。
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Here is Room 1204. May I have your key?

1204 房到了。请把您的钥匙给我。
I’ve opened the door. You first, please. 门开好了。您先请。
Do you mind if I put your suitcase by the closet? 手提箱放在壁橱边上，这样行吗？
The room is facing a beautiful garden. I am sure you will like it. 这间房正对美丽的花
园，您肯定会喜欢的。
We are at your disposal for any assistance you may require.
如有需要，我们随时为您服务。
Sample Dialogue
(A=Bellman; B=Stephen Noble)
A: Good afternoon, sir. Can I help you?
B: I am going to check out tomorrow but I will be back in a week’s time. Can I leave my
luggage here?
A: Yes, sure. We do have a storage service .When will you check out tomorrow?
B: About 9:30 in the morning.
A: Then shall we arrange the bellboy to pick up your luggage at 9:00?
B: Sure.
A: May I have your room number, please?
B: 1305.
A: 1305. We will collect your luggage at 9:00 tomorrow. Would you then come to the Front
Desk to get your deposit slip, please?
B: Thank you very much. See you tomorrow.
A: You are welcome. Goodbye.
(Next Friday Morning)
B: I left a suitcase in the hotel storeroom upon checking out last week. I would like to get the
suitcases back.
A: May I see your luggage deposit slip?
B: I am sorry, but it is missing now.
A: Could you show me your passport, please?
B: Yes, here you are.
A: When did you store your luggage, please?
B: Last Friday.
A: For how many pieces, sir?
B: Two suitcases, a red one and a blue one.
A: Let me have a check, just a moment please. (Return) Yes, here it is. Would you please fill in
this form and sign your name on it?
A: Thank you. We hope you have enjoyed your stay with us.
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学以致用

情景对话实训
A: I’d like to leave this with you.
B: (1) ?（好的，太太。你袋子里有什么贵重的或易碎的东西吗?）
A: No.
B: Thank you. Here is your tag 33.
A: When does the cloakroom close?
B: (2) .（行李寄存处开放到晚上 9 点。）
A: Oh, dear! I won’t be back until about 10:30 tonight. Where can I pick up my bag?
B: (3) .（我们将把你的包放到大厅的行李寄存处。你可以到那儿去取，太太。）
A: I see. Thanks a lot.
B: You’re welcomet

Mr. Han has left two bags in the White Swan Hotel before he left the hotel two days ago.
Now he is coming back, and he needs to stay in this hotel again. He asks for getting his bags
back in the Frond Desk. The Frond Desk lets him show his deposit slip and his ID card.
Furthermore, the Frond Desk lets Mr. Han sign his name on a form when he takes his bags.
Mind map
Sum up the main points of service procedure of storage service on this mind map.
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实训项目十处理投诉
Dealing with the Complaint
Warming up
Match the expressions on the left with the best meaning on the right.
nametag a. an unintentional omission or mistake
assure b. the return of information about the result of a process or
activity; an evaluative response
oversight c. to interfere with; interrupt
disturb d. to make certain; ensure
feedback e. a badge of personal identification worn to permit access
to areas, such as government installations or industrial
plants, or gatherings, such as conventions or sales
meeting
Discuss the following-up questions with your classmates.

In what kind of situations do guests make complaints about food and beverage?
How are you going to respond to the complaints in the first place?
Think of some solutions to diners’ reasonable complaints.
情景实训处理投诉
客人玛丽生气地投拆房间很乱。首先她提到房间很乱，她还在床上发现头发。客房
服务员道歉并换了一个干净的房间给她，但她还是很生气，要求马上见经理。经理赶来
道歉，并提供免费的一餐。请根据以上情景跟同学模拟对话。
Situational Training 1 Dealing with the Complaints

A customer, Mary, is complaining angrily about the messy room. Firstly she mentions the
room is mess. And she finds there is hair in her bed. The room attendant says sorry and changes
another clean room for her. But the customer is so angry that she wants to see the manager
immediately. The manager comes and says sorry to her. He offers a free meal for her.
66

mess 脏乱 look into 查明, 弄清
chambermaid 清理房间的女服务员 voucher 优惠卷
on the house 免费招待；免费赠送
My room hasn’t been cleaned. It’s a mess! 我房间还没有打扫，里面一团糟。

My room is dirty! It wasn’t cleaned well enough after the last guest.
我的房间非常脏，上一个客人离开后还没有人来打扫。
Even there is hair in the bed. 甚至还有一根头发在床上。
What you should say:
I’m terribly sorry for the inconvenience. I’ll call housekeeping. They will clean your
room at once.我们对给您带来的不便表示非常抱歉，我马上打电话给客房部，他们会立
刻派人来给您打扫房间的。
Would you like another room? 您介意换另一间房间吗？
What the manager say:
Do you wish to change another one? 您愿意换另一间房间吗？
Sorry to hear that. This is quite unusual. I will look into the matter.很抱歉听到这些，这
是非常不正常的事件，我会深入调查此事的。
On behalf of the hotel/restaurant I make an apology for you. 我谨代表酒店对您至歉。
Here are two vouchers for complimentary meals.这是两张免费的午餐卷。
I’m sorry you didn’t enjoy it.我很抱歉我们没能提供给您满意的服务。
We will do all we can to improve the quality of our room service.
我们将尽我们最大的努力改进客房服务。
Sample Dialogue
(A=Li Fang (Room Attendant); B=Ms.Mary (Guest) C=Janet Shima (Manger) )
B: My name is Ron Mary, and I’m a VIP guest. I demand to speak to the manager immediately!
A: Can I assist you in any way, Ms. Mary?
B: Yes, you can call the manager right now!
A: Certainly, Ms. Mary. I’ll call her right away. (Leaves and returns) The manager will be right
with you, Ms. Mary.
C: Good afternoon, Ms. Mary. My name is Janet Shima. I’m the guest service manager. Is there
a problem?
B: You bet there’s a problem, and I want it settled now.
C: Let’s step into my office to discuss this. I’m sure, Ms. Mary, that we can resolve it to your
satisfaction.
67
B: OK. I am so upset; I have a complaint. I found my room was so dirty! Even though I found a
piece of long hair in my bed.
C:There is a piece of hair in your bed? I can understand how upset you must be. I do apologize.
I’ll have the chambermaid clean your room at once.
B: Actually, I’d prefer another room.
C: Sure. We will improve the quality of our room service. We will also give you a free meal.
We hope you will enjoy your stay in our hotel.
B: I hope I’ll have a better time here next time.
学以致用

情景对话实训
A: Hello, is that reception?
B: Yes. May I help you, sir?
A: Yes. This is Mr. White, Room 315. I checked in half an hour ago. The door to the bathroom
won’t lock. And the hot water doesn’t run away in the shower.
B: (1) 。（很抱歉，给你带来了这些不便，我向你道歉。我马上派一个维修工到你房间。）
A: Could you change a room for me?
B: I’ll contact the Front Desk and see if there is a room available.(after several minutes)Would
you like to move to Room 505? We’ll help you with your luggage.
A: It’s very kind of you.
B: (2) 。（不客气，一会儿后行李员会上来帮你搬行李。505 房的条件很好，我相
信你会喜欢的。如果有什么问题，请告诉我们，再见。）

Mr. Smith in room 110 calls the receptionist because the water closet can not be used.
When he flushed it, it overflowed. The receptionist tells Mr. Smith that repairman will come to
his room within five minutes to repair the water closet. Complimentary flowers will be sent to
Mr. Smith in fifteen minutes.
Mind Map
Sum up the main points of service procedure of dealing with the complaint on this mind map.
68
69
70
第二章客房服务 Chapter II Housekeeping
第二章
客房服务
Chapter II Housekeeping
实训要求：
通过本章实训，要求学生熟悉客房的组织架构并能够熟练掌握客房设施的介绍、
客房清理、做晚床服务、给客人加床、电力设施的使用、房间内保险柜使用、洗衣服
务、客房服务的流程、维修服务流程、处理火警和托婴服务等服务技能。
Students are required to get familiar with the terms for the structure of housekeeping,
the introduction of the facilities of the room, cleaning the room on convenience time,
turning-down service and making the bed for the guest, the use of electric facilities, the use
of the safety deposit box, laundry service, the service procedure of room service and the
service procedure of repairman, handling fire alarm and the arrangement of baby-sitter for
the guest.
实训项目一客房迎宾服务
Showing the Room for the Guest
实训目标
应会应知
1. 怎么用英文引导客人进入房间做客房介绍时, 相关的礼貌和礼仪，酒店

2. 怎么用英文为客人介绍客房设施其他信息的介绍
71
Warming up
Why does the room attendant precede the guest into the room?
Your answers:
情景实训 1 客房服务员将客人领进房间
洛佩兹夫人初次来到广州白天鹅宾馆下榻，客房服务员将她领进房间，并简要地给
客人介绍酒店的基本设施的使用。
Situational Training 1 Showing the Room for the Guest

Mrs. Lopez comes to her room in White Swan Hotel Guangzhou. The room attendant
shows the room for her.
Now, please stimulate a dialogue according to the Situational Training 1.

amenity（环境、气候等的）舒服；愉快 graciously 有礼貌的
switch 开关 adjuster 调节装置
wardrobe 衣橱、衣柜 to feel like 想，愿意，喜欢
to be equipped with 配备着
Is this everything, sir？这是全部东西吗，先生？

Will there be anything else, sir？还有什么事吗，先生？
Well, if you need anything else, please call room service. 噢，如果你有什么事，请叫
房间服务。
Let me help you with your luggage. 我来帮您拿行李。
It’s very kind of you to do so. 你这样做使我很感激。
Does the guest house offer any other service？宾馆里还有哪些服务项目？
By the way, could you tell me about your hotel service？顺便问问，你能不能给我讲
一下宾馆服务的情况？
72
Is there any place in the hotel where we can amuse ourselves？旅馆里有娱乐场所

吗？
If you want to take a walk, you can go to the garden．如果您想散步，可以去花园。
There is a recreation centre on the ground floor．在一楼有个娱乐中心。
Would you please tell me the daily service hours of the dining room？请告诉我餐厅每
天的服务时间，好吗？
From 7:00 a.m. till 10:00 p.m. nearly serving all day long. 从早上七时一直到晚上十
时，几乎全天供应。
When will the bar and cafe open？酒吧和咖啡馆什么时间开放？
We have a barber shop, a laundry, a store, post and telegram services, a newspaper
stand, a billiard, table tennis, video games and so on. 我们有理发室、洗衣房、小卖部、邮
电服务、报刊供应柜、弹子房、乒乓球和电子游戏等。
Here’s the light switch. 这是电灯开关。
Here’s the closet and there’s the bathroom. 这儿是壁柜。这儿是洗澡间。
Is there a place where we can listen to some music？有听音乐的地方吗？
It’s jolly good！这太好了！
And where can I have my laundry done？脏衣服送到哪里去洗？
Sample Dialogue 1
(A= Room Attendant; B = Mrs. Lopez)
A: May I help you with that, ma’am?
B: Yes, please. This suitcase is heavy.
A: I’ll put it on the bell cart. Here’s your room. I’ll open the door and see if the room is ready.
Good, it is. Please. Let me turn on your air conditioner and put your luggage in the closet.
Would you like your suitcase on the luggage rack?
B: Yes, please.
A: If you draw the curtains, you will have a wonderful view of the city. Allow me to show you.
B: Oh, look, you can see the river.
A: Your mini-bar is in the cabinet over there. A price list is inside the drawer. We have room
service from 6 a.m. to midnight. The menu is in the Guest Service Directory on the table.
Your coffeemaker with complimentary coffee is on the counter. Oh, there are vending
machines and an ice machine down the hall near the stairs.
B: Sounds good.
A: We get cable television for all of the channels listed on this chart. Also, you can select
first-run movies on the Pay-and-View channel. Let me turn on your TV to check reception.
There is something wrong. I’ll tell the engineering department right away. They’ll send
someone up to fix it.
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B: Thank you very much.

A: Oh, if you need any extra blankets or towels, just call the housekeeping department. The
number is on the phone. One more thing, let me show you how to use the security locks on
your door.
B: You certainly take good care of your guests.
A: It’s my pleasure to be of your service. Our motto is “Our guests deserve the best.”
B: (Handing him a tip) You do, too! Thank you.
A: Thank you. Just call the bell desk when it’s time to check out. We’ll pick up your luggage.
Enjoy your stay!
学以致用

情景对话实训
(A=clerk; B=customer)
A: This is your room, sir. May I have your room key, please?
(The bellman knocks at the door, pauses for a while, and unlocks the door and switches on
light.)
After you, sir. 1 ? (我把您的箱子放在这里可以吗?)
B: Sure. Thank you.
A: Here is your room key. Is this the correct number of the bags?
B: Let me see. Yes, that’s all.
A: 2 ? (先生让我为您打开窗帘吧。)
B: Yes, please. Oh! It’s a nice room.
A: Thank you, sir. And over here is the switch for the bedside lamp. This is the volume control
for the TV, and this is the channel selector.
B: I see.
A: All stationery is in this desk drawer, sir.
B: OK.
A: And 3 (如果您还有任何需要), you can call the Front Desk.
B: That’s very kind of you. Thank you very much.
A: This is the brochure of our hotel. It contains various services and information of our hotel.
B: Oh, it’s helpful.
A: Is there anything else I can do for you?
B: Here are the postcards. Would you please send them for me?
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A: 4 . (很乐意为您服务。)
B: Thank you really.
A: You’re welcome. Have a nice day, sir.

You are an attendant of the sixth floor, and you are asked to welcome Mr. Stephen Nobel
(a guest) and introduce the hotel. But Mr. Stephen Nobel finds one piece of his luggage was
missing. You are asked to find it.
情景实训 2 使用房内电器
李明是客房服务员，要向客人介绍客房的设施。他要注意解释如何使用电器。
Situational Training 2 Use the Electric Facilities in the Room

Li Ming, as room attendant, introduces the room facilities to the guest. He should place
emphasis on how to use the electric facilities.
Now please stimulate a dialogue according to the Situational Training 2.

outside call 外线电话 button 按钮
clockwise 顺时针方向 channel 频道
220 volts220 伏电压 transformer 变压器
adjust 调整
Sample Dialogue 2
(A=Li Ming (Room Attendant); B=Stephen Nobel (Guest))
A: Welcome to our hotel, Stephen Nobel. I’m the room attendant. My name is Li Ming. Let me
introduce how to use some electric facilities in the room?
B: Thanks a lot.
A: If you want to make an outside call, you can dial “0” first, and then dial the telephone
number you want. This is the temperature control of the air-conditioner. You can turn it
clockwise to adjust the temperature as you like. If you want to watch the TV, just press the
button on the up-right corner in order to turn on the TV. There are 60 channels.
B: Oh, I see. But my electric shower is operated by 110 volts.
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A: The electrical current in your room is 220 volts. But we have prepared transformers on loan
for you. I’ll bring you one at once.
B: I’d appreciated that.
A: You’re welcome. I’m always at your service.
学以致用

情景对话实训
(A=clerk; B=customer)
A: Your room is facing the garden. It’s very quiet. I hope you will like it.
B: Yes, I will. The room looks very nice.
A: Wonderful! 1 . (这里是总阀｡) This is the temperature control. You may adjust it
as you like. By the way, there’re 2 (两个插座) in the bathroom, for 110V and
220V respectively, the voltage here is much higher than that in the US.
B: Oh, I can use my electric shaver. And I feel like taking a bath to freshen up after the
trans-ocean flight. And how can I make an outside call?
A: If you want to make an outside call, please dial “0” first. There is a telephone directory on
the writing desk. 3 . (你可以参考一下。)
B: What about the TV?
A: This is the remote control. There are twenty channels including three English programs and
one Japanese program. Here is a program list. Well, is there anything I can do before I leave
the room?
B: You’ve made us feel very welcome. By the way, 4 ? (这里的自来水能直接饮用
吗?)
A: Oh, please don’t drink the tap water unless it is boiled. And there are two bottles of drinking
water in the bathroom, 5 (免费的). If you need anything else, please dial “8”.
We’re always at your service.
B: Thank you.
A: You’re always welcome. I hope you will enjoy your stay with us.

Nobel is a guest of the hotel, who wants to keep some documents and valuables in the safe
in the room. But he doesn’t know how to use it, so he asks the room attendant. The attendant
explains to him how to use the safe.
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Mind Map
Sum up the main points of the service producers of showing the room for the guest.
实训项目二清理客房服务
Room Cleaning
实训目标
应会应知
1. 怎么用英文询问客人何时做清洁客房的
服务
2. 夜床服务和加床服务客房清洁服务的流程和操作
3. 用英文询问客人是否需要加其他物品服
务
Warming up
Get to know the tools used for cleaning the room
Your answers:
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Read the following story about Mary. Then write Yes in the space if the sentence is true
and NO if it is false.
As a housekeeper, Mary’s job is to make up the hotel room for the guests. She has a lot of
rooms to clean, so she has to work quickly. Mary makes sure that her linen cart has the supplies
she needs. Then she does all of the work on her checklist. She takes pride in her work. When
she finishes a room, she puts a welcome card with some candy on the table. “Then the guests
will know that I want them to enjoy their stay,” she says.
When she opens the door to a room, Mary is very careful not to disturb the guests. She
always knocks on the door first and says, “Housekeeping.” She does not want to surprise the
guests. If the guests want to stay in the room longer, she says: “I’ll come back later.”
Mary is always friendly. She smiles and says “good morning” or “hello” to the guests and
to her co-workers when they pass her in the hall.
a) ______ A housekeeper must clean a lot of rooms quickly.
b) ______ Mary likes to surprise the guests.
c) ______ Mary takes pride in her work.
d) ______ If a guest wants to stay in a room longer, Mary says: “I’ll come back later.”
e) ______ Mary opens the guest’s rooms without knocking first.
情景实训 1 打扫房间
2508 号房的玛丽小姐同意现在打扫房间，她同时要求还要一张毯子和一盏台灯。
Situational Training 1 Cleaning the Room

Miss Mary in Room 2508 agrees to clean the room now, but she also asks for an extra
blanket and a reading lamp.

vacuum 吸尘 turn-down 整理，收拾
bath room 浴室 tidy up 整理
mess 凌乱状态 pillow 枕头
quilt 被子 duvet 羽绒被
blanket 毛毯 extra blanket 备用毯
sheet 床单 bed cover/bed spread 床罩
mattress 席梦思床垫 mattress pad 棉床垫
carpet 地毯 curtain 窗帘
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rubbish bin 垃圾桶 electric pot 电水壶

thermos 热水瓶 double bed 双人床
table lamp/reading lamp 台灯/阅读灯 ashtray 烟灰缸
coat hanger 衣架 shoe shine cloth 擦鞋布
clot brush 衣刷 shoe basket 鞋筐
sewing 针线包 carpentry (总称)木器
tea table 茶几 bedclothes 床上用品
敲门
轻轻地敲门三次，然后通报：“我是客房服务员”
Housekeeping. May I come in?
进入房间
问候客人
Good morning/Good afternoon.
询问客人是否现在可以打扫房间
May I clean the room now?
如果客人不想马上到扫房间，要询问何时方便到扫：
What time is convenient to clean your room?
* 在客人方便的时候再回房间打扫
Sample Dialogue 1
(A= Room Attendant; B = Mary)
A: Housekeeping. May I come in?
B: Come in, please.
A: Good morning, Miss Mary. May I do the room now?
B: Certainly.
A: I have finished cleaning the room. Anything else I can do for you, madam?
B: Could I have an extra blanket? It’s a bit chilly in my room at night.
A: Certainly. I’ll get one for you.
B: Also, could I have a reading lamp?
A: Sure, I’ll send it immediately.
B: (Smiling) Thank you.
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学以致用

情景对话实训
(A=customer; B=room attendant)
A: Who is it?
B: I am the housemaid. 1 (可以进来吗), please?
A: Come in.
B: Good morning, sir. I’m sorry to disturb you.
A: It doesn’t matter.
B: I’d like to clean the room. 2 (可以开始了吗)?
A: Well, 3 (我现在有点事情). Can you come again?
B: 4 (什么时间方便来打扫房间呢), sir?
A: Let me see. Could you come around 12:00?
B: I’m sorry, sir. 5 (在中午 12 点钟到 2 点钟之间是不允许打扫房间). May I come
between 2:00 and 3:00 p.m.?
A: I guess so. I’ll be out then anyway.

Miss Mary in Room 2508 doesn’t agree Li Cui to do the room now because she is going to
hold a party there. So it is hard for Mary to tell Li Cui the time of cleaning. Li Cui, the room
attendant, gives Miss Mary two pieces of advice. One is: press DND sign outside the door.
When the party is closed, place this MUR outside the door. Another is: Call the Floor Service
Desk. So she can clean the room at once.
情景实训 2 夜床服务和加床服务
史密斯先生同意李翠现在来进行夜床服务，他同时要求卫生纸和刮胡膏。
Situational Training 2 Turn-down Service and Extending a Bed Service:

Mr. Smith in Room 1609 agrees Li Cui to turn down the bed now, and he also asks for
toilet paper and shaving cream.
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tissues 面巾纸 towels 毛巾
bath towel 浴巾 shower cap 浴帽
shampoo 洗发水 conditioner 护发素
toothpaste 牙膏 toothbrush 牙刷
comb 梳子 a hour drier 吹风筒
shaving kit 剃须包 razor 剃须刀
shaving cream 剃须膏 toilet paper 卫生纸
foot mat 脚垫 bathtub 浴缸
slipper 拖鞋 wash basin 面盆
Sample Dialogue 2
(A= Li Cui (Room Attendant); B = Mr. Smith (a guest) )
A: Good evening, sir. May I do the turn-down service for you now?
B: Oh, thank you. But you see, we are having some friends over. We’re going to have a small
party here in the room. Could you come back in three hours?
A: Certainly, sir. I’ll let the overnight staff know. They will come then.
B:That’s fine. Well, our friends seem to be a little late. Would you tidy up a bit in the bathroom?
I’ve just taken a bath and it is quite a mess now. Besides, please bring us a bottle of boiled
water. We’d treat our guests to typical Chinese tea.
A: Yes, sir. I’ll bring in some fresh towels together with the drinking water.
B: OK.
A: (Having done all on request) It’s growing dark. Would you like me to draw the curtains for
you, sir?
B: Why not? That would be so cozy.
A: May I turn on the lights for you?
B: Yes, please. I’d like to do some reading while waiting.
A: Yes, sir. Is there anything I can do for you?
B: No more. You’re a smart girl indeed. Thank you very much.
A: I’m always at your service. Goodbye, sir, and do have a very pleasant evening.
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学以致用

情景对话实训
(A=attendant; B=guest)
A: Good evening, madam and sir. May I do 1 (夜床服务) for you now?
B: Oh, thank you. But you see, we are having some friends over. We’re going to have a small
party here in the room. Could you come back in three hours?
A: Certainly, madam. I’ll let 2 (夜班服务员) know. They will come then.
B: That’s fine. Well, our friends seem to be a little late. Would you 3 (整理一下) in
the bathroom? I’ve just taken a bath and it is quite a mess now. Besides, please bring us a
bottle of just boiled water. We’d 4 (用中国茶招待客人).
A: Yes, madam. I’ll bring in some fresh towels together with the drinking water.
B: OK.
A: (Having done all on request) It’s growing dark. Would you like me to draw the curtains for
you, sir and madam?
C: Why not? 5 (那样感觉会舒适些).
A: May I turn on the lights for you?
C: Yes, please. I’d like to do some reading while waiting.
A: Yes, sir. Is there anything I can do for you?
C: No more. You’re a smart girl indeed. Thank you very much.
A: I’m always at your service. Goodbye, sir and madam, and do have a very pleasant evening.

Mr. Brown wants the room attendant to put an extra bed because one of his former
classmates will stay here with him for a night. With the permission of the Front Office, the
room attendant will bring in the extended bed when Mr. Brown comes back for turning down
the bed.
Mind Map
Sum up the main points of service producer of cleaning the room.
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实训项目三客房洗衣服务
Laundry Service
实训目标
应会应知
1. 怎么用英文为客人介绍酒店的洗衣服
务的种类、收洗衣物的时间、费用
2. 洗衣单的填写做洗衣服务时, 推销洗衣服务的技巧
3. 怎么用英文为客人提供快洗服务、修补
服务
Warming up
Match each of the English expressions with its Chinese version.
1. dry clean A. 手洗
2. iron B. 随洗随干
3. hand wash C. 不退色的
4. bleach D. 上浆
5. shrink E. 干洗
6. sew F. 熨烫
7. colorfast G. 可漂白
8. starch H. 退色
9. fade I. 缩水
10. hang dry J. 缝补
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情景实训 1 介绍洗衣服务
住在 1201 房的萨姆先生问起酒店的洗衣服务。客房服务员进行介绍。
Situational Training1 Introducing Laundry Service

Mr. Sam in Room 1201 asks the laundry service in the hotel. The room attendant introduces
the service to him.

laundry service 洗衣服务 laundry room 洗衣间，洗衣房
launder 洗涤 date sent 送洗日期
collect laundry 收取客衣 deliver laundry 送还客衣
laundry list 洗衣单 laundry bag 洗衣袋
suit 西服 shirt 衬衫
slacks/pants 西裤 dress 连衣裙
sweater 毛衣，羊毛衫 overcoat/long coat 大衣
jacket 夹克，短上衣 scarf 围巾
waist coat 背心，马甲 the evening dress 晚礼服
ironing 熨烫 pressing only 单烫
dry cleaning 干洗 washing 水洗
hand wash 手洗 machine wash 机洗
do not wash 不能水洗
问候
敲门后礼貌地与客人打招呼，询问客人是否需要洗衣服务。
Good morning, madam/sir. Housekeeping. How can I help you?
*客人喜欢听你称呼他的姓氏，因此尽可能在接下来对话中常用，如：“Mr. Huang/
Miss Chen”等。
询问客人洗衣信息（普通洗衣、快洗，件数，干洗还是水洗，其他要求）
For clothes received before 11:00 a.m., we’ll deliver them to your room by 9:00 p.m.
the same day; and for those received before 3:00 p.m., you may get them back by noon the
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next day.如果我们在上午 11 点前收到你要洗的衣物，我们将在当天晚上九点前送回；

如果是下午 3 点以后收到你的衣物，我们将在第二天中午前送回。
I’m afraid it is too late for today’s laundry. 恐怕今天洗衣服务太晚了。
Please fill in the laundry form.请填写洗衣单。
We have a two-hour quick service. 我们提供两小时快洗服务。
There is an extra charge of 50% for quick service.对于快洗服务我们加收百分之五十
服务费。
We can deliver it within 4 hours at a 50% extra charge.我们在四小时内送回你要洗的
衣物但是要加收百分之五十服务费。
I’d like this sweater hand washed in cold water.我的毛衣需要冷水手洗。
I’m sorry, but we don’t have the special equipment necessary to clean leather.非常抱
歉，我们酒店没有清洗皮衣的特殊设备。
We don’t have necessary facilities and we can’t afford to take responsibility for any
damage.我们酒店没有必备的设备而且我们也不能对你的任何损失负责。
*注意询问客人是否是常住客（Long-staying Guest）或贵宾（VIP）以便提供优惠
价格。Did you stay in our hotel before? Are you our priority club member?
确认洗衣及结束用语
*特别注意让客人在洗衣单上签字最后一定要跟客人确认一遍。
Sample Dialogue 1
(A= Room Service Clerk; B = Miss. Suan)
A: Laundry service. May I come in?
B: Come in, please.
A: Good morning, madam. Do you have any laundry?
B: No, not now. Thank you.
A: Well, if you have any, please leave it in the laundry bag behind the bathroom door and make
a note in the laundry list whether the clothes need ironing, washing or dry-cleaning and what
time the guest wants them back. I come to collect it every morning or you phone our
department, just dial “8”.
B: Thank you. But how long does it usually take to have my laundry back if I send it?
A: Well, we offer express service and same-day. It depends on which service you’d prefer.
B: Any difference in price?
A: We charge 50% more for express, but it only takes 5 hours.
B: What about the same-day? Can I get it back in the evening?
A: Certainly. All deliveries will be made before 5:00 p.m.
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B: Oh, I see. Thanks a lot. I have two slacks, one scarf and one slip to be cleaned.
A: You are always welcome.
学以致用

情景对话实训
(A=room attendant; B=customer)
A: Excuse me. 1 ? (您有要洗的衣物吗) The laundry man is here to collect it.
B: No, not now, thank you.
A: If you have any, please just leave it in 2 （洗衣袋） behind the bathroom door. The
laundry man 3 (过来收取衣物)every morning.
B: Thank you.
A: Please tell us or notify in the list whether you need your clothes ironed or washed, 4 (干
洗) or mended and also what time you want to get them back.

Mr. Williams is asking if there is laundry service in the hotel. His sweater has a hole. He
wants to deal with it. And he wants his leather coat to be cleaned, but the hotel has no special
equipment. The room attendant is introducing the laundry service to Mr. Williams, and tells Mr.
Williams if he has any clothes to be cleaned, he should put them into the laundry bag behind
the bathroom door and make a note in the laundry list whether the clothes need ironing,
washing or dry-cleaning and what time the guest wants them back. The hotel can deal with the
sweater hole, but this kind of special demand should be written clearly in the laundry list.
情景实训 2 填写客房订单
在处理完情景实训 1 的衣服，客房服务员填写洗衣单

The room attendant fills in the laundry list after handling the laundry of Situational
Training 1.
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laundry list 洗衣单 same day service 普通服务
express service 特快服务
Sample
Laundry List
房号 ROOM NO. :___________ 日期 DATE: ____________
客人姓名 GUEST NAME : 签署 SIGNATURE :
□普通服务：中午十二时前
□特快服务(双倍收费)，四小时内 □用衣架送回 Return on Hanger
收衣服，当天晚上
送回衣服，服务时间早上八时 □折好后送回 Return Folder

六时送回。
至晚上六时。
Same Day Service: Garments □特别说明 Special

Express Service (100%)
collected before 12:00 noon Instruction
will be returned by 6:00pm. Additional
数量 Count 单价共计数量 Count 单价共计
客人饭店男士 Gentlemen 客人饭店女士 Ladies
Price Subtotal Price Subtotal
Guest Hotel Guest Hotel
外套-棉质外套-棉质
38.00 38.00
Jacket-Cotton Jacket-Cotton
运动恤 Sport Shirt 22.00 女恤 Blouse 22.00
普通恤 Regular
26.00 短裙 Skirt 28.00
Shirt
连衣裙(棉质)
T-恤 T-Shirt 20.00 38.00
Cotton Dress
礼服恤 Dress Shirt 30.00 牛仔裤 Jeans 26.00
西裤 Trousers 28.00 西裤 Slacks 28.00
胸围
牛仔裤 Jeans 26.00 12.00
Brassiere
内衣 Under
内衣 Under Shirt 12.00 12.00
Shirt
内裤 Under
内裤 Under Pants 12.00 12.00
Pants
长丝袜
袜（壹对）Socks 10.00 12.00
Stockings
加收服务费 Service Charge 15%
总计 GRAND TOTAL RMB ￥
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学以致用

情景对话实训
A: Good morning, madam. What can I do for you?
B: I want some of my clothes to be washed, but I don’t know how to ask for laundry service.
Can you tell me how to do it?
A: Sure. First you need to put your laundry in the laundry bag and…
B: Well, I’ve already put it in the laundry bag. See this and the laundry list? I’m just a little
confused about how to fill out the list.
A: Then let me show you 1 (填写洗衣单), madam. First of all, you need to write
your name and room number here.
B: Ok. I’m Monica Perry in Room 1908. And today is Sept.16th.
A: Right, Ms Perry. What clothes do you want to be washed?
B: I have two shirts, a suit, a sweater, and a pair of trousers.
A: Then please write the number of each piece of clothing here. But note that this column is for
gentlemen’s clothing and this column down here is for ladies’.
B: Ok, I see. Two shirts, a pair of trousers for my husband, and a suit and a sweater for myself.
Oh, there’s one more thing. I want the suit and sweater dry-cleaned. So I have
to 2 （打个勾） in the “Dry Cleaning” column, Right?
A: Right you are. Ms. Perry, remember to put the number of each piece of clothing under the
heading of “Guest Count”, otherwise the hotel count will be accepted as correct.
B: OK. 3 (我还需要做些什么)?
A: So you’ve got two shirts, a suit, a sweater and a pair of trousers. There are five pieces
altogether. Please write five down here under “Amount” and five here under “Guest Count”.
B: All right. Do I have to put the total amount of money here?
A: Not necessarily. Just leave it to the laundry staff. By the way, do you want express service
for your laundry?
B: No. Regular service will do. When shall I get my clothes back?
A: 4 . (我们在明天下午六点前送回您的衣物。)
B: Can I leave my laundry here so that you will give it to the laundry man?
A: I’m afraid I can’t do this for you, Ms Perry. I’ll call the laundry staff to collect your
laundry 5 (立刻).
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B: Thank you very much for your help.

The room attendant receives laundry to be cleaned and fills in the laundry list. The laundry
information is as follows: Mr. Aaron Johnson needs the same day service and has a pair of jeans, two
jackets and three sport shirts to clean. Her room number is 1209. Receive Date of the laundry is July 6.
情景实训 3 快洗服务
格林小姐让接待员王华叫人上来拿衣物去洗。她要求衣物要三个小时内拿回来。王华
告诉她酒店有三小时快洗服务，不过要另外收费 50%。格林小姐同意了。她还想清洗她
的皮衣，但是王华说酒店没有洗皮衣的设备。
Situational Training 3 Quick Service

Miss Green in Room 1018 asks for Wang Hua, the receptionist, to send someone up for
her laundry. And she asks for her clothes back in three hours. Wang Hua tells the guest the hotel
has three-hour quick service. But the guest will be charged 50% more for the quick service.
Miss Green agrees with it. Lastly, Miss Green wants her leather coat to be cleaned. Wang Hua
tells Miss Green the hotel has no special equipment.
Now please stimulate a dialogue according to the Situational Training 1

quick service/express service 快洗服务 same-day service 单日可取
rate list 价目表 extra charge 附加费
laundry list 洗衣单 laundry bag 洗衣袋
laundryman 洗衣工 button 扣子，纽扣
stain 污点 starch 上浆
rumple 揉搓 shrink 缩水
darn 织补 spill 使泼出
hole 洞 remove 去除
soy 酱油 sauce 酱，沙司
Sample Dialogue 3
(A=Miss. Green; B=room attendant)
A: Good morning. This is Karl Green in Room 1018. When will the valet come to collect my
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laundry?
B: Good morning. I’ll come to your room at once.
A: I want to have my overcoat dry-cleaned. There are a few stains on it. Please try to get it off.
And please be very careful with my overcoat. It’s very expensive. I’ll need it three hours
later. In that case, I’ll send it to the laundry right away.
B: No problem. We have a three-hour quick service.
A: What’s the difference in price?
B: We charge 50% more for the quick service.
A: Well, if that’s the case. Oh, I forgot. I also have my leather coat to be cleaned.
B: I’m sorry. We have no special equipment to do a leather coat. I will come to your 1018 to
pick up your laundry in two minutes.
A: OK. Thanks.
B: It’s my pleasure.
学以致用

情景对话实训
(A=room attendant; B=guest)
A: Good morning. Room Center. How may I help you?
B: Good morning. I have a dress to be cleaned. I’d like it dry-cleaned.
A: Did you 1 (填写洗衣单)?
B: Yes, I did. How long does it take to have it cleaned?
A: Usually it takes one day. We’ll deliver it around 6 p.m. tomorrow.
B: Oh, that’ll be too late. I have a very important meeting tomorrow morning. 2 ? (你
们能快点吗?)
A: Yes. We have 3 (快洗服务). It takes only three hours.
B: Good. Then how much do you charge for express service?
A: We 4 (多收取 50%的费用) more for express service.
B: That’s reasonable. I’ll take the express service. By the way, I have got some stains on my
dress. Can you possibly remove them?
A: We’ll try to have the stains removed.
B: When can I have it back?
A: 5 ? (您还有其他衣物需要清洗吗?)
B: No, just this dress.
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A: In that case, we’ll deliver your laundry before 4 o’clock this afternoon.
B: That’ll be great. Thank you.
A: You’re welcome. I’ll have someone collect your laundry in a short time. May I have your
name and room number?
B: Monica Perry from Room 1809.
A: Ms. Perry. Please wait for a moment. Our laundry staff will come and pick up your laundry
right away.
B: Ok. Thanks again.
A: You’re welcome. Enjoy your stay.

Mary Keller asks the room attendant Chen Yuan to collect her laundry. She needs to get
her clothes back in two hours. She agrees to pay extra charge. The room attendant Chen Yuan
tells the guest that the hotel offers two-hour quick service. But the hotel will charge 50% more
for the quick service. She asks the guest if she agrees with it.
情景实训 4 送错衣服
罗丝小姐打电话说送错衣服了。客房服务员给她送来衣服，然后拿走送错的裙子。
Situational Training 4 Misdelivering

Miss Rose calls to say she got a misdelivered skirt. The room attendant comes to deliver
the right skirt and takes away the wrong one.

item 物品 inconvenience 不便之处
damage 损坏 compensate 补偿，赔偿
reputation 名声 hang 挂，悬挂
closet 衣柜
Sample Dialogue 4
(A=Chenyan (room attendant); B=Miss. Rose(Guest) )
A: Housekeeping. May I help you?
B: Yes. The maid delivered some laundry to my room but I found it’s not my skirt!
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A: I’m sorry, madam. We will send your skirt immediately.

A: (The maid arrives with the skirt, and knocks at the door.) Housekeeping, here’s your skirt. Is
this yours, madam? Please see if it is all right?
B: Yes, that’s right.
A: May I have the misdelivered items, please?
B: Sure. I’ll get them for you.
A: Thanks a lot. I have to say sorry again for the inconvenience.
B: It doesn’t matter. But please be careful next time. Such a mistake will reduce your service
quality, even damage your hotel’s reputation.
A: You’re right, I’m sure it will never happen again.
A: (Goes to another room) Sir, here are your laundry. I’m very sorry for the delay.
学以致用

情景对话实训
A: 1 . (洗衣服务。) May I come in?
B: Come in, please. The housemaid delivered some laundry to my room, 2 (不是我
的).
A: I’m sorry, sir. I’ll send them right away.
A: I’ve brought your laundry. Is this yours, sir?
B: Yes, that’s right. Could you put it on the bed, please?
A: Certainly, sir. 3 (请把刚才送错的衣服给我), please?
B: Sure, I’ll get them for you.
A: Thank you, sir. We are very sorry 4 (给您添麻烦了).

Mary asks the room attendant to deliver her misdelivered sweater. The room attendant
found the guest misdelivered sweater. She delivered the sweater to Mary. At the same time, she
sent misdelivered skirt to Mrs. Jane.
Mind Map
Sum up the main points of the service producer of laundry service.
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实训项目四客房送餐服务
Room Service
实训目标
应会应知
1. 用英文为不同类型的客人做电话/客房
送餐服务做送餐时，推销餐饮的技巧
2. 报点餐
Warming up
Please translate the following ASIAN FAVORITES into Chinese version.
1. Curry Chicken(Served with rice and condiments)
2. Beef Curry
3. Chicken Curry
4. Pork curry
5. Hainan Chicken Rice(Served with rice and condiments)
6. Fried Rice with “Yangzhou Style”
7. Braised Beef Noodles “Taiwanese Style”
8. Braised Pork Noodles “Taiwanese Style”
9. Fried Udon Noodles With Seafood
10. Stir-fried Rice Noodles With Beef
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11. Fried Rice Vermicelli Singapore Style

12. Shrimp with Goose Live Dumpling
情景实训 1 客房电话送餐预订
2106 房的布朗小姐夜晚通过电话进行客房服务预订。她想要预订明天的早餐，8:30
送到房间。
Situational Training1 Booking the Room Service by Telephone

Miss Brown in Room 2106 gets the room service by telephone in the night. She wants to
order breakfast for tomorrow morning. And she asks for delivering the breakfast at 8:30 next
morning.

American breakfast 美式早餐 Continental breakfast 欧式早餐
Chinese breakfast 中式早餐 snack 小吃
early morning tea 早茶 juice 果汁
grapefruit juice 葡萄柚汁 tomato juice 蕃茄汁
orange juice 橙汁 pineapple juice 凤梨汁
ham 火腿 bacon 腌肉
sausage 腊肠 corn flakes 玉米片
rice crispies 脆爆米 oatmeal 麦片粥
cornmeal 玉米粥 waffte 鸡蛋饼
fried eggs 煎蛋（只煎一面的荷包蛋称为 sunny-side up，两面煎半熟叫 over easy，两面
全熟的叫 over hard 或 over well-done）
boiled eggs 开水煮蛋(煮三分钟熟的叫 soft boiled，煮五分钟熟的叫 hard boiled)，或者
明示几分钟
scrambled eggs 炒蛋 omelet 蛋卷
toast with butter 黄油吐司 bread/roll 圆面包
croissant 牛角面包 Danish pastry 丹麦甜包
straight coffee and very black 纯咖啡
My name is Smith. I’m in room 1425. 我叫史密斯，我住 1425 房间。

I’d like to order two tuna sandwiches and a large pot of coffee.
我想要两份金枪鱼三明治和一大壶咖啡。
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And would you please bring them to my room as soon as possible.

请你们尽快地送到我的房间。
So it’s two tuna sandwiches and a large pot of coffee.
您想要的是两份金枪鱼三明治和一大壶咖啡，对吗？
Is that all，sir？就这些吗？
Just plain coffee will do. 纯咖啡就行了。
OK, no sugar, no cream, straight coffee and very black.
行，不要糖，不要奶油，清咖啡而且浓浓的。
I’ll bring them to you right away. 我马上就给您送去。
Room service, may I come in？我是送餐的，我可以进来吗？
Just put them on the table over there. 放在那边桌子上就行了。
The sandwiches are 6 yuan each and coffee is 3.50yuan. 三明治每份 6 元，咖啡 3
元 5 角。
Sample Dialogue 1
(A= Limei (Room Attendant); B = Brown(Guest) )
A: Good evening, Room Service. May I help you?
B: I’d like to order breakfast for tomorrow morning.
A: Certainly, madam. We offer three types of breakfast, American, Continental, and Chinese.
Which one would you prefer?
B: What does an American breakfast have?
A: Juice, toast with butter, oatmeal, egg, coffee or tea.
B: That’s fine. But I’d like two orders of over easy eggs with bacon, a large pot of coffee, one
order of toast with butter, some grapefruit juice and oatmeal.
A: How would you like your coffee?
B: I prefer no sugar, no cream, black coffee.
A: May I have your name and room number, please?
B: Brown May in Room 2106. And I would like to deliver the breakfast at 8:30 next morning.
A: Let me confirm your order: Miss Brown May in Room 2106 has booked an American
breakfast, two orders of over easy eggs with bacon, a large pot of coffee, one order of toast
with butter, some grapefruit juice and oatmeal. The delivery time is 8:30 tomorrow morning.
Is that right?
B: Is there minimum charge?
A: We have no minimum charge but have an extra charge. We add a 10% service charge.
B: OK, thanks.
A: You’re welcome. Your order will arrive tomorrow morning.
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学以致用

情景对话实训
A: 1 . (客服用餐服务。) May I come in?
B: Yes, come in please.
A: Thank you, Mr. White. I’ve brought you your breakfast ordered. Where shall I put it?
B: Oh yes, thank you. Could you put them on the desk over there, please?
A: 2 (为您倒上两杯咖啡) straight away, sir and madam?
B: Yes, please.
A: Would you like to have something else?
B: No, thanks.
A: Mr. and Mrs. White, if you need anything else, please dial 6 or press the button over there.
We’re always 3 (乐意效劳).
B: Thank you.
A: Could you please 4 (签名) here, Mr. White?
B: OK.
A: Thank you, Mr. White. Please enjoy your breakfast and have a nice day.

Black is from France. He is making a telephone call to order Continental breakfast (orange
juice, toast with butter, straight coffee and a soft boiled egg). The attendant answers the phone
and accepts the booking. And he tells the guest the hotel adds a 15% service charge for the
room service. The order will be sent to the room in 15 minutes.
情景实训 2 客房送早餐
第二天早上客房服务员在 8:30 给威廉小姐送来早餐。但他忘了拿威廉小姐拿报纸。

他道歉后马上去取来。
Situational Training 2 Sending the Ordering Breakfast to the Guest’s Room

The room attendant delivers the breakfast to Miss Williams at 8:30 next morning. But he
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forgets take newspaper to Miss Williams. He apologizes for it and fetches it at once.
Now please stimulate a dialogue according to the Situational Training 1

sign the bill 账单上签名
Sample Dialogue 2
(A=Jane (Room Attendant); B=(Stephen Nobel (Guest) )
A: Room Service. May I come in?
B: Yes, please.
A: Good morning, madam. Here’s the breakfast you ordered, Miss. Stephen.
B: Thanks. Put it on the table, please. What about the newspaper today?
A: Oh, I’m sorry I forget to get a newspaper for you. I’ll fetch one for you, just a moment, please.
B: Never mind.
A: (Returns with a newspaper) Sorry to have left you waiting, Miss Stephen. Here’s today’s
China Daily.
B: That’s very nice of you.
A: Would you please sign the bill?
A: Please leave the dishes outside when you finish eating. Thank you, Miss Stephen. Enjoy
your breakfast.
学以致用

情景对话实训
A: Good morning, room service. May I help you?
B: I’d like to have a meal in my room.
A: Certainly Sir. We offer two types of breakfast, American and Continental. 1 ? (您
选哪一种？)
B: What does Continental breakfast have?
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A: Peeled oranges, toast with butter, coffee or tea.

B: That would be fine, I will take it. I’d like 2 (加牛奶的咖啡） with two sugars,
please.
A: I see. May I have your name and room number, please?
B: Sure, It’s Jefferson Black in room 1506.
A: Let me 3 (确认您的订餐). Mr. Jefferson Black in room 1506, Continental
breakfast, white coffee with two sugars. Is that right?
B: Exactly.
A: Your order will be ready soon. 4 . (谢谢您的来电。)

Black Keller orders a breakfast. This is a Continental breakfast. But he doesn’t know how
to pay. So he asks the room service waiter. The room service waiter puts the ordered breakfast
on the table of the guest room. And he tells the guest how to pay for it. Add the cost to the room
bill. The guest needs to sign the name and room number on the bill.
情景实训 3 迷你酒吧服务
史密斯夫人要求客房服务员清掉她孩子所侄的 306 房冰箱里的饮料。客房服务员根

据她的要求完成工作。
Situational Training 3 Mini-bar Service

Mrs. Smith asks the room attendant to clear the fridge of all the spirits in Room 306 for her
children who stay in that room. According to the Mrs. Smith demands, please follow her requests.

grapefruit juice 葡萄柚汁 arsaparilla 沙士
coco-cola (coke) 可口可乐 tea leaves 茶叶
beverages 饮料 soy-bean milk 豆浆
syrup of plum 酸梅汤 tomato juice 番茄汁
orange juice 橘子汁 coconut milk 椰子汁
asparagus juice 芦荟汁 soft drink 汽水
vegetable juice 蔬菜汁 ginger ale 姜汁
yogurt 酸奶 mineral water 矿泉水
liquor 烈酒
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Sample Dialogue 3
(A=Rose (Room Attendant); B=Smith (Guest) )
A: Good morning, madam. What can I do for you?
B: Yes, my husband and I occupy this room and our children are in room 306. We don’t want
any liquor in their room. My children might be tempted to sample some spirits in the
mini-bar, and they are too young to do this. Can you clear the fridge of all the spirits?
A: Certainly. Should I leave some soft drinks and the nuts and shrimp crackers?
B: Fine, but the beer should be removed. I don’t mind them drinking juices, and it is good for
them. But remove the cokes and 7-Ups, too.
A: Ok, what kind of juice do they like to drink?
B: Apple juice and strawberry juice.
A: How many of each shall I place in daily?
B: Both are two. Is the tap water drinkable?
A: No, I am afraid not. But the water in the mini-jar is.
B: I see. By the way, there is something wrong with the mini-bar in our room. When I put some
medication that has to stay cool in it, I found it doesn’t keep cold.
A: I’m sorry to hear that. I’ll get you an electrician. Please wait a moment.
学以致用

情景对话实训
A: So, 1 ?（想喝点什么？)
B: I don’t know. Do you have tea?
A: What did you say? Tea?
B: Yes. Do you have 2 (冰镇茶饮)?
A: No, I don’t think so. This is a pub.
B: Sure. A big and fashionable pub.
A: It sounds strange. Anyway, what would you like as a drink?
B: Maybe juice then.
A: Juice?
B: Any problem?
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A: You see, this a pub. We have beer, wine and liquor here.
B: But I don’t like alcohol, all right. I will try. What are you drinking, 3 (你能推荐
些你们这里的好酒吗)?
A: Gin and tonic.
B: Is it strong?
A: 4 (中等). Not too strong.
B: I will have one then.

Rose asks to add some diet-drink in her mini-bar such as ginger ale, yogurt, mineral water,
and green tea. The room service waiter puts the ordered drinks to Rose’s room.
Mind Map
Sum up the main points of the producer of room service.
实训项目五客房维修服务
Maintenance Service
实训目标
应会应知
1. 用英文处理客人电话投诉的房间设备
问题
做维修时, 人际沟通的技巧
2. 用英文与客人沟通房间设施出现状况
的处理方法
Warming up
If you work at the housekeeping department, how would you handle the guest complaint
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about something wrong with his toilet by telephone? How do you think about the following
service procedures? Is it right?
Greet the guest—Say “sorry” or “apologize” to the guest—Tell the guest what will be
done at once—Patiently and carefully listen to what the guest says—Check what has been
made by the repairman—Inform the repairman of repair at once. —Get the room number from
the guest
2. Read and Learn
Your answers:
情景实训 1 客人电话报修设备
1287 房的贝尔女士要叫人来修卫生间。客房服务员转达了她的要求，维修工前来修
理。
Situational Training1: A Call from Guest about Facilities

Ms. Bell in Room 1287 asks for someone to repair her toilet. The room attendant reports
the requirement and the repairman comes.

mechanic 技工、机修工 flush 被冲洗
electrician 电工 clog 障碍
plumber 水暖工、管道工 be out of order 出现故障
go wrong 出了毛病 shower 沐浴
问候
1. 敲门礼貌地与客人打招呼，表示你对客人的抱歉或歉意:
Good morning, madam/sir. Maintenance, can I help you ?
* 客人喜欢听你称呼他的姓氏，因此尽可能在接下来的对话中常用，如：“Mr. Huang,
Miss Chen, ”等。
101
询问客人出现问题的信息
What’s the trouble？
I’m sorry. May I have a look at it？
What exactly is the matter, sir?
Can you tell me exactly what happened?
Can you please tell me what the trouble is in detail?
告知解决问题的方法
Some part needs to be replaced．I will be back soon.
Please wait for a short while. We can have it repaired．
I’ll send for an electrician from the maintenance department．
Let me see. Oh，it’s clogged. …It’s all right now. You can try it.
Everything is all right. You can use the bathroom now sir. By the way, an electrician
from the Maintenance Department will come to your room to repair the TV at 10:00
tomorrow morning.
It doesn’t work. We’ll change for you or change another room for you.
表示歉意
I’m terribly sorry for the inconvenience.
Please accept my apology on behalf of the hotel/restaurant.
We will do all we can to improve the quality of our room service.
Here are two vouchers for complimentary meals.
I’m sure that we can resolve it to your satisfaction.
Sample Dialogue 1
(A= Apple (Room Attendant); B = Ms. Bell (Guest); C= Roral (Repairman) )
A: Good afternoon. Housekeeping. Can I help you？
B: Yes, there seems to be something wrong with the toilet．
A: We’ll send someone to repair it immediately. What’s your room number, please？
B: 1287.
C: May I come in？
B: Come in．
C: What’s the trouble？
B: The toilet doesn’t flush．
C: Let me see. Oh, it’s clogged…It’s all right now. You may try it.
B: Yes, it’s working now. Thank you．
C: You’re welcome. Anything else？
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B: The water tap drips all night long. I can hardly sleep.
C: I’m very sorry, sir. Some part needs to be replaced. I will be back soon.
C: (After a while, the repairman comes back.) Everything is all right. You can use the
bathroom now.
B: OK. Thanks you very much.
R: Not at all. I wish you a good night.
学以致用

情景对话实训
A: Good morning. Room Center. How may I help you?
B: Good morning. This is Robert Smith calling from Room1901. 1 . (空调出现问
题。)
A: What seems to be the problem, sir?
B: There’s no cool air coming out of the air-conditioner.
A: I’m very sorry to hear that.
B: What’s more, the lamp doesn’t work.
A: I’m terribly sorry to hear that. 2 . (我马上派人来修理。) Anything else I can do
for you, sir?
B: Yes. The bathtub in the bathroom is 3 (堵塞了). I can’t use it.
A: I apologize for the inconvenience. I’ll send a plumber to see to it in no time. May I have
your name and room number again?
B: I’m Robert Smith from Room 1901. When will you fix the problems? It’s rather annoying to
stay in such a room.
A: I’m sorry. The electrician and plumber will come up in about ten minutes. Please wait for a
while. 4 (请接受我的诚挚道歉), and I assure you that this will never happen again.

Jack is making a telephone call to complaint about something wrong with the bathroom.
The toilet doesn’t flush. The water in the tank is running over. Also the tap keeps dripping. The
room attendant answers the phone and apologizes for the inconvenience and tells the guest the
Maintenance Department will fix the problems at once.
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情景实训 2 填写维修单
给接完情景实训 2 的维修工作后，维修工填写维修记录。

The repairman fills in the Maintenance Record after settling the Situational Training 1.

flush 冲水 clog 阻塞
Maintenance Record 维修记录单
Sample 2
维修单
Date: ________________ Time: ________________
Guest Name: ________________ Room number: ________________
Problems: _________________________________________________

Solutions: ________________________________________________ 
Received: ________________
Remarks (备注):___________________________________________________________
学以致用

情景对话实训
A: Housekeeping. May I help you?
B: Yes. The room attendant has not come this morning and the room is filthy. Also, I need a
repairman to 1 (修理龙头) in the bathroom.
A: Could I know your name and room number, please?
B: I’m Jack Printer in 1109.
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A: I will send a room attendant and telephone the maintenance right away, Mr. Printer.
A: Please let me apologize 2 (代表) the hotel, Mr. Printer. I hope you were not
inconvenienced.
B: That’s all right.
A: At any rate, please don’t worry, Mr. Printer. Help will be on the way in just a
moment. 3 . (我现在就打电话。)
B: Very good.
A: Please do not hesitate to telephone if you have any further problems.
B: Right. I will. Bye-bye.

Write a maintenance record. The Maintenance Record information is as follows: Mr.
Robert Smith says that no cool air coming out of the air-conditioner, lamp not working and
bathtub clogged up. Date: July 20, 2011. Guest room number: 1602.
情景实训 3 修理卫生间设备
客人浴室出现了问题。花洒头阻住了，厕所冲不了，洗脸盆的水龙头无法关。
Situational Training 3 Repairing the Bathroom Facilities

There is something wrong with the guest’s bathroom facilities. The problems are that the
shower head is clogged and the toilet can’t flush. The guest can’t turn off the faucet above the
washbasin.

shower head 花洒 toilet 马桶
faucet 龙头 washbasin 水盆
Sample Dialogue 3
(A=Xiao Qiang (Repairman); B=Stephen Steven (Guest) )
A: (Knocking at the door) Good morning. Housekeeping, May I come in?
B: Come in, please.
105
A: Good morning, sir. I’ve come to repair the facilities in the bathroom. Can you please tell me
what the trouble is in detail?
B: The shower head is clogged. The toilet can’t flush. I can’t turn off the faucet above the
washbasin.
A: Thank you for what you’ve said.
B: Oh, how long shall I have to wait?
A: Let me see, about twenty minutes.
B: Everything is all right, sir. You can use the bathroom now, sir. Try it.
A: OK, no problem. Thank you very much.
B: Not at all. Bye-bye.
学以致用

情景对话实训
A: Good morning, Room Center. How may I help you?
B: This is Jean Williams calling from 1206. There seems to be something wrong with the bathroom.
A: 1 (出现了什么问题), Ms. Williams?
B: The toilet doesn’t flush. The water in the tank is 2 （溢出来了）.
A: I’m sorry to hear that. Don’t worry, Ms. Williams. I’ll send a plumber to your room right
away.
B: Also 3 (龙头一直在滴水). It is a huge waste of water. But more importantly I
simply can’t use the bathroom now.
A: I’m very sorry for the trouble, Ms. Williams. I’ll tell the Maintenance Department to look
into it in no time. I apologize for 4 (不方便).
B: I’m very disappointed with your management here. You can’t rent a room that is completely
out of order to your guests. When do you think you will fix the problems?
A: The plumber is on his way to your room. I assure you that 5 (一切都会好起来
的). Again please accept my sincere apology.

Ms. Bell left her key at the room and she asks for duplicate key, and she asks for someone
to repair it.
106
Mind Map
Sum up the main points of the service producer of Maintenance Service.
实训项目六客房紧急事件
Emergency
实训目标
应会应知
1. 用英文处理客人生病、遇到火灾等紧急
事件做基本的医疗护理常识, 安抚客人的技巧
2. 酒店的特殊服务：如托婴服务
Warming up
Could you list some necessary medicines for traveling in summer?
Your answers:
情景实训 1 应对火警
酒店经理用广播通知所有的客人，酒店起火了，但是火情在控制下。
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Situational Training1 Responding to Fire Alarm

The manager of the hotel is using public addressing system to announce to all the guests
that there is a fire in hotel. But the fire situation is under control.

lobby 大堂 emergency exit 紧急出口
fire alarm 火警 belongings 所有物
attention 注意 under control 处于控制当中
investigate 调查 evacuate 疏散
escape 逃离 permission 允许
广播流程
Use public addressing system.
Tell all the guests what is happening.
Tell all the guests what to do.
Sample
The room attendant would report to all the guests in the hotel, he /she could say that:
Your attention, please. Your attention, please. I’m the manager of the hotel. There is a
small fire in the hotel but it is already under control. We are evacuating the hotel now. Please
stay calm and use the stairs. Do not use lifts or elevators. Leave all your personal belongings in
your rooms. Take only your room key and close the door behind you. Please act quickly and
come to the front garden.
学以致用

情景对话实训
A: Housekeeping. May I come in?
B: Yes, what’s the matter?
A: Your 1 (烟雾探测器在闪烁), sir. Is there anything 2 (燃烧) in your
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room?
B: No, I’ve been 3 (吸了一支烟). That’s all.
A: May I check your room, sir?
B: Sure, go ahead.
A: Thank you very much. I’m very sorry to 4 (打扰您了).
B: Oh, that’s all right.

Announce: Responding to Fire Alarm. Inform all the guests of following the room clerk to
the lobby by the emergency exit.
情景实训 2 客人突然生病
客房服务员发现卡贝尔小姐不舒服。他正在照顾这个生病的客人并对她进行急救。
Situational Training 2 Illness Emergency

The room attendant finds the guest Miss Cabell doesn’t feeling well now. He is taking care
of the sick guest and gives first aid to Miss Cabell.

ambulance 救护车 faint 虚弱的
bowel 肠 disinfectant 消毒的
emergency 紧急情况 accompany 陪伴
cooperate 协作 lie down 平放、躺下
immediately 立即 aspirin 阿司匹林
Sample Dialogue 2
(A=Wangxiaofang (Room Attendant); B=Miss Cabell (Guest))
A: May I come in? It’s room attendant.
B: I’m not feeling good now. I get terrible stomachache and have loose bowels.
A: I’m sorry to hear that. You really look so pale. What’s the matter? Would you want me to
call a doctor for you?
B: Not necessary. But do me favor. I want you to help me buy some aspirin.
A: I’m sorry I can’t do that, madam. It’s against our hotel’s regulations. I think it’s better to
accompany you to the hospital.
B: Thanks. I don’t think it’s that serious. And I don’t like the disinfectant smell there.
A: If anything gets more serious, please don’t hesitate to let me know.
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学以致用

情景对话实训
(A=guest; B=attendant)
A guest, Ms. Nobel, gets sick. Her husband, Mr. Nobel, talks to the housemaid 1 (病
症) and asks for some medicine.
A: My wife has a stomachache.
B: I’m sorry to hear that. What can I do for you? Shall we send her to the hospital?
A: No, 2 (我想没那么严重), at least now. Can you get her some medicine?
B: Certainly. I’ll be back in a few minutes.
(A few minutes later, the housemaid comes up with medicine, and knocks at the door.)
A: Come in, please.
B: Here are three kinds of simple medicines for stomachaches. Would you like me
to 3 (阅读说明书) to you.
A: I can do it myself, thank you.
(Then, at mid-night.)
B: Hello, Housekeeping Department.
A: Hello, it’s Stephen Nobel in Room 2608.
B: Is Ms. Nobel getting any better?
A: No, she is getting worse. 4 (她发高烧，还呕吐). I think we’d better send her to
the hospital for 5 (全身检查).
B: How terrible! But don’t worry. I’ll ring the hospital right now and go up after I get the car
ready.

Mr. Smith is asking the room attendant for help. The room attendant is giving the first aid
to Mr. Smith.
情景实训 3 托婴服务
2106 房的玛丽在向客房服务员询问托婴服务，因为她今晚要跟她丈夫出去。客户服
务员告诉她服务费用是一小时 60 元，至少要两个小时。
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Situational Training 3 The Baby-sitting Service

A guest Mary from Room 2106 asks the room attendant about the baby-sitting service,
because she is going out with her husband tonight. The room attendant tells her that the charge
for the service is 60 Yuan per hour for minimum of 2 hours.

baby-sitting 保姆 reliable 可靠的
well-education 良好教育 minimum 最小、最少
Sample Dialogue 3
(A=Lixiaojie (Room Attendant); B=Ms.Mary (Guest))
A: Good evening. May I help you?
B: My husband and I want to go out this evening. We need someone to look after our baby. Is
such service available here?
A: Yes. We have qualified baby sitters.
B: Are they experienced? He is only ten month.
A: Our baby sitters are all well-educated and reliable.
B: That’s fine. Could you tell me the charge of this service?
A: It is 60 yuan an hour, for minimum of 2 hours.
B: No problem.
A: If you need the service, you need fill in a confirmation form. It includes time of the service,
basic information of the baby and your signature.
B: Ok, I will finish it at once. Thanks. Here you are.
A: Thanks a lot. We will arrange the service soon. Just bring your baby here at the time
designated in the form.
学以致用

情景对话实训
Complete the following dialogue according to the Chinese given in the brackets then read the
dialogue in roles.
(A=guest; B=attendant)
A: Will you do me a favor?
B: Certainly, if I can do it.
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A: My wife and I want to go out this evening. So, can you 1 (照看一下婴儿)? It’s
till Mid-night.
B: I see. But I am afraid that’s not possible. It is 2 (不符合酒店的规定) for me to
do this service, as attendants cannot do their jobs and look after children properly at the
same time.
A: What shall I do then?
B: Don’t worry, sir. Our Housekeeping Department has a very good babysitting service. We
have 3 (兼职的)babysitters.
A: Are they experienced?
B: Yes, sir. They are all well-educated and reliable.
A: Could you tell me about the terms of this service?
B: It is RMB10 an hour, for a minimum of 4 hours.
A: It is very reasonable.
B: If you ask Housekeeping, they will give you more details and send 4 （一份需要
您签名的确认书）.
A: All right. I’ll phone right away. Thank you.

Mary Keller has an important meeting to attend at night. But she has a three-year-old
daughter to be cared. She wants to hire a baby-sitter to take care of her daughter for three hours.
She says that her daughter must drink a cup of milk at 9:00 clock at night before sleep. The
room attendant helps Ms. Mary arrange the service.
112
第三章餐厅服务 Chapter III Restaurant Service
第三章
餐厅服务
Chapter III Restaurant Service
实训要求：
通过本章实训，要求学生掌握餐厅预订、点菜、向客人提供菜肴、推荐饮料及处
理投诉等技能及服务礼仪。
Students are required to understand the following aspects after training: maleing a
reservation for a table taking orders, recommending dishes and drinks to the guests, and
dealing with complaints.
实训项目一餐台预订服务
Table Reservation
实训目标
应会应知
1. 餐厅预订服务的流程
预订服务过程中的礼仪
2. 正确询问预订中的要素并填写
Warming up
Suppose you are the restaurant receptionist and handling a table reservation. Mark the
following questions you are going to ask in the right sequence.
( ) May I have your contact number/telephone number?
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( ) When do we expect you to come?

( ) How many of you may we expect in your party?
( ) Would you like a table in the hall or a private room?
( ) May I have your name, please?
( ) Would you prefer smoking or non-smoking area?
情景实训 1 餐桌预订服务
住在 1507 房的玛丽·辛普森小姐想在大厅预订一张中午 12 点的 5 人桌，但那时所

有的位置都已经预订了，即使是包间也不例外。因此接待员建议辛普森小姐改时间。辛
普森小姐只好预订今晚 8 点的桌子。她希望预订的桌子在非吸烟区。你按照辛普森小姐
的要求安排预订。
Situational Training 1 Table Reservation

Miss Mary Simpson in Room 1507 wants to book a table in the hall for five at 12:00 this
morning, but the tables have been fully booked for that time, even the private rooms. So the
receptionist suggests that Miss Simpson make it at another time. Miss Simpson has to book a
table at 8:00 tonight. She hopes to arrange a table in the non-smoking area. You are handling
the reservation of a table according to the request of Miss Simpson.

No matter which kind of way of reservation is made by the guest, you should make clear
the following information: the name of the person who makes the reservation, his phone
number, the time of arrival and the number of the guests.
Food and Beverage Manager 餐饮部经理 Chinese Restaurant Manager 中餐厅经理

Catering/ Banquet Manager 宴会部经理 Restaurant Supervisor 餐厅主管
Headwaiter 餐厅领班 Reservation clerk 餐厅预订员
Host 餐厅男领位员 Hostess 餐厅女领位员
Waiter 男侍应生 Waitress 女侍应生
face-to-face reservation 面对面预订 telephone reservation 电话预订
fax reservation 传真预订 internet reservation 网上预订
问候客人：
Good morning/Good afternoon/Good evening.
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早上好/下午好/晚上好。
ROSE restaurant. Mary is speaking.
玫瑰餐馆。我是玛丽。
May I help you?/What can I do for you?/How may I help you?
我能为您服务吗？
当客人询问餐厅对外营业的时间：
The opening times are 7 a.m. to midnight from Monday to Friday and 12 a.m. to
midnight on Saturday and Sunday.
营业时间是周一至周五早上 7 点到午夜，周末是中午 12 点到午夜。
We open at 7:30, sir/madam, and we take last order till 10:20.
先生/女士，我们 7 点半开始营业，最后的下单时间是 10:20 分。
询问客人预订情况
The number of persons:
How many people?
请问几位？
How many of you may we expect in your party?
请问你们共有几位？
Information of booking:
Would you like a table in the hall or a private room?
你喜欢大厅还是包间？
Other demands, like:
Would you prefer smoking or non-smoking area?
您喜欢吸烟区还是非吸烟区？
The time of arrival:
What time?
几点？
When do we expect you to come, sir?
先生，您几点到？
At what time would you like it?
您大概几点到？
询问客人在谁的名字下做的预订：
Can I have your name, please?
请问贵姓？
Would you spell your name, sir/madam?
先生/女士，请拼写您的名字
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询问客人联系方式：
May I have your contact number/telephone number?
请问您的联系电话是什么？
May I have your room number, please?
请问您的房间号码是什么？
餐厅预订客满
I’m afraid the tables have been fully booked for that time.
现时所有的桌子都已经预订了。
I’m sorry. The tables are all occupied.
很遗憾，桌子都满了。
Sorry, sir. The one by the window has been booked by telephone
不好意思，先生。窗边的那张桌子已经电话预订了。
I’m not sure, because we’ve got many bookings. But I’ll try my best.
我不确定，因为我们有很多订单。但我会尽力的。
Sorry, we do not have reservation service today, because we have a banquet service
tonight.
抱歉，我们今天不接受预约，因为今晚我们要举办宴会。
We are fully booked for tomorrow evening, and I can not guarantee anything. Please be
assured that we’ll try our best. I hope you’ll understand.
我们明晚已经订满了，我不能保证什么，但我会保证我们会尽力。希望您能理解。
There aren’t any tables left for 7:00, but I can arrange a table for you at 9:00.
7 点已经没有桌子了，但我可以安排 9 点的桌子。
Would you like to make the reservation at another time?
您愿意预订另一时间吗？
Would you mind changing your time?
您介意换时间吗？
If the restaurant has extra charge, such as the cover charge or minimum charge,
you should make it clear in advance to the person who makes the reservation of a
private room or banquet.
Confirm:
OK, Mrs. Katherine. We’ll reserve a table for 2 by the window in non-smoking around
8:15 tonight.
好的，卡特琳太太。我们会为您预订今晚 8 点 15 分在窗边非吸烟区的 2 人桌子。
Just to confirm, the reservation is for five at 8 p.m. tomorrow night.
再确认下，您预订的是今晚 8 点 5 人的桌子。
Is that right?
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对吗？
If you need to cancel for any reason, please give us a call ahead of time.
如果您需要取消预订，请提前给我们电话。
If there is a holding time, inform the guest:

We will hold the table for fifteen minutes.
我们将保留桌子 15 分钟。
Express your politeness and expectation to the guests:

Thank you for calling us.
谢谢您的来电。
We’re looking forward to seeing you then.
期待您的光临。
We are looking forward to your arrival tonight.
期待您今晚的光临。
See you tomorrow. Bye
明天见。
Sample Dialogue 1
(A=Receptionist; B=Simpson)
A: Good morning, Chinese Restaurant. How can I help you?
B: I’d like to reserve a table in your restaurant.
A: For how many people? And when ?
B: Five, and at 12:00 today.
A: Would you like a table in the hall or a private room?
B: Just a table in the hall is OK.
A: I’m afraid the tables have been fully booked for that time.
B: What? Full? How about the private rooms?
A: Let me see…I’m terribly sorry, Miss. They are the same. You know, it is the peak season.
Would you like to make the reservation at another time?
B: That’s bad. How about 8:00 tonight?
A: OK. May I have your name and your room number, please?
B: My name is Mary Simpson and my room number is 1507. If possible, try to arrange a table
in the non-smoking area.
A: No problem. Miss Simpson, you’ve booked a table for five at 8:00 tonight, in non-smoking
area. Your room number is 1507. Is that right?
B: Exactly. Thank you for your help.
A: You’re welcome. We are looking forward to your arrival tonight. Thanks for your calling.
117
学以致用

情景对话实训
Complete the following dialogue according to the Chinese given in the brackets then read the
dialogue in roles.
(A=Receptionist; B=Guest)
A: Good morning. Tiantian Restaurant. 1 ？(请问有什么可以帮忙吗？)
B: 2 。(我想订一张两人桌)。
A: Yes, sir. What time would you like your table?
B: Around 6:30 p.m.
A: Fine. I’ll reserve a table for two at 6:30, sir. 3 。(我们将会把您的餐位保留到 7
点)。
4 ？(可以留下您的姓名和电话号码吗？)
B: Stephen Nobel. And my number is 2255 6688.
A: 5 ？(可以告诉我您的姓名如何拼写吗？)
B: Yes. N-O-B-E-L, Nobel.
A: Thank you, Mr. Nobel. By the way, 6 (因为是在高峰时段), we can only keep
your table for half an hour. That means you should come before 7:00. 7 . (我们恭
候您的光临。)
B: OK.

A guest , Mr. Ramsay , calls Flower Restaurant for a table for the dinner for two—he and
his wife, on Valentine’s Day and the guest prefers a private room. Mr. Ramsay will come to the
dinner at 8 p.m. You are the reservationist. You help to reserve Rose Hall for the guest and keep
the guest’ cell phone number 135 11166046 and then make the conformation.
情景实训 2 宴会预订服务
杰西卡·杰逊太太想在 6 月 30 日在酒店餐厅为他们的机构预订 2 场宴会。国家计算

机科学组织将会在酒店的会议中心举办研讨会并计划午餐和晚餐都在酒店的餐厅举办。
宴会将在中午 12 点和下午 6 点举行。午宴将会有 450 人参加西式自助餐，每人的预算为
260 元人民币；14 位 VIP 参加晚宴。晚宴是中餐，每人的预算是连酒水 360 元人民币。
每桌有一瓶茅台和两瓶长城红酒，共 46 桌。主人桌需要安排在大厅前面并能坐下 14 位
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VIP，并需要用鲜花装饰和配上名片。
杰逊太太对中餐并不熟悉并向你请教主要的中国菜系。主要的中国菜系是：粤菜、鲁
菜、川菜和淮扬菜。总体来说，粤菜清淡并注重香嫩、鲁菜味浓、川菜辛辣，淮扬菜讲究
刀工和自然风味。餐厅经理提供四套菜单给杰逊太太选择，最终杰逊太太选择了菜单 A。
Situational Training 2 Banquet Reservation

Mrs. Jessica Jason would like to book two banquets for June 30 in the restaurant of the
hotel, for their organization, National Computer Science Organization. It will have a seminar in
the Meeting Center in the hotel and they plan to have lunch and supper in the restaurant in the
hotel. The time of banquets will be 12:00 A.M. and 6:00 P.M. The lunch Banquet for 450
people will be served with the Buffet Western Food and everyone spends RMB 260.14 VIP
will come in the evening. The Dinner Banquet will be the Chinese Food, and everyone can
spend 360 yuan including drinks. A bottle of Mao-tai and two bottles of Great Wall will be
prepared for every table 46 tables are needed. The main table in the front of the hall should
be a big table which is seated for 14 VIP. And it is required to decorate with some flowers
and name cards.
Mrs. Jason is not familiar with Chinese food and asks for introduction for major Chinese
cuisines. The major Chinese cuisines are: Guangdong Cuisine, Shandong Cuisine, Sichuan
Cuisine and Huaiyang Cuisine. Generally speaking, Guangdong Cuisine is light and fresh;
Shandong Cuisine is heavy; Sichuan Cuisine is spicy and hot and Huaiyang Cuisine is well
known for its cutting technique and original flavor. Banquet Manager offers four sets of
banquet menus for Mrs. Jason to choose from. Finally Mrs. Jason choose the Set menu A.
Set menu A. They are:

鸿运当头（大红乳猪全体）Roasted Suckling Pig
风生水起（避风塘大明虾）Deep-fried Prawns with Garlic
掌握金钱（陈皮鹅掌扣螺片）Fried-simmered Sliced Conch and Duck Web with Vegetable
天官赐福（土茯苓炖鸭）Double-boiled Crocodile Soup with Herb
彩凤迎宾（玫瑰豉油鸡）Soy Sauce Chicken
金玉满堂（翡翠金瑶柱）Fried Fresh Scallop with Vegetable
满园春色（上汤时蔬浸海胆丸）Fried Vegetable with Sea Urchin Ball in Soup
年年有余（清蒸活桂鱼）Steamed Mandarin Fish
五谷丰登（鸭肉生菜丝炒饭）Fried Rice with Duck Meat and Vegetable
鸿运团圆（莲子红豆沙汤丸）Sweet Soup of Red Bean with Glut Ball
生意兴隆（时令鲜果盘）Seasonal Fruit Platter
Mrs. Jessica Jason hands in the deposit of RMB 30 000 Yuan. Mrs. Jessica Jason’s cell phone
number is 137****0608.
119

Ask the guest the following information
For whose company/organization
哪个公司/组织
Which company is planning the banquet, sir?
先生，请问您是哪家公司组织这次宴会？
The expected number of the persons or the number of the table needed
How many tables would you like?
请问您需要多少张桌子呢？
For how many people?
有多少人呢？
How many guests are you planning for?
请问您计划邀请了多少名客人？
The time of the banquet

When would you like your table?
请问您想在哪天举行宴会呢？
What data are you looking at for the banquet?
对这次宴会，请问您还需要相关资料吗？
What time do you want to start the banquet?
请问您希望在哪个时间开宴呢？
The banquet menu

Could you have any special demands for the banquets menu?
对于宴会的菜单，请问您还有什么特别的需求吗？
What is your standard banquet menu?
请问您对宴会菜单的标准是什么？
We recommend about 15 dishes for each table.
我们会为每一桌推荐大约 15 个菜式。
Would you like Chinese wine or Western wine?
请问您需要中国酒还是洋酒呢？
What other beverages would you like?
请问您还需要其他的饮料吗？
Do you have any changes that you’d like to make to that menu?
请问您认为这份菜单还有什么需要改变的地方吗？
Set A is reasonable and the most suitable for your plan.
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A 套餐是比较合理的，而且很适合您的需要。
The budget for the banquet

How much would you like to spend per head?
请问您希望每人消费多少呢？
What is your budget for this banquet, sir?
先生，请问您对这次宴会的预算是多少呢？
How to arrange the table or seats, and how to decorate the banquet hall
How would you like us to set up the banquets?
你想我们怎么样准备这个宴会呢？
Some special requests

Are you planning on having any entertainment?
你计划要有什么娱乐节目吗？
Do you need a host?
你需要一位主持人吗？
Would you like some music?
您想要点音乐吗？
We’ll do it according to your requirements.
我们会按照您的要求去做的。
How to pay
How would you like to pay for the banquet?
请问您用什么来支付这个宴会呢？
Ask the guest to hand in some deposit to secure the reservation in advance.
请客人事先交一部分的定金，以确保预订。
How would you like to pay for the deposit?
请问您怎样付定金呢？
Give the guest the receipt of deposit, and ask the guest to leave his/her name and
contact number, or for the guest business card.
给客人定金的收据，请客人留下他/她的名字和联系电话号码，或者客人的名片。
This is your receipt of deposit. Please keep it well. May I have your name and your cell
phone number, Madam?
夫人，这是您的定金的收据，请保管好！请留下您的名字和联系电话好吗？
Confirm:
You have booked two banquets for June 30, for National Computer Science Organization.
121
您为国家计算机科学组织预订了 6 月 30 号的两席宴席。
The time of the table is 12:00 A.M. and 6:00 P.M. The lunch banquet for 450 people
will be served with the Buffet Western Food, and around RMB 260 per head. The Dinner
Banquet for 464 people will be served with the Chinese food, Set menu A, and around RMB
360 per head excluding drinks.
分别是中午 12 点供 450 人用的西餐自助餐，大约每个人 260 元和晚上 6 点供 464
人用的中国菜，除开酒水大约每个人 360 元。
A bottle of Maotai and two bottles of Great Wall will be prepared for every table firstly.
46 tables will be arranged.
有 46 张桌子事先会分别摆放一瓶茅台酒和两瓶长城酒。
The main table in the front of the hall should be a big table which can seat 15. This
table is for your VIP. And it is required to be decorated with some flowers and name
cards. Your name is Jessica Jason and your cell phone number is 137****0608. Is that
right?
在大厅前面摆放的一张能座 15 人的大桌子是的最主要的桌子，这张桌子是给您的
贵宾，而且要求摆放一些花和名片，你的名字是 Jessica Jason 和你的手机号码是
137****0608，对吗？
Sample Dialogue 2
(A=Manager; B=Jason)
A: Good morning, madam. Welcome to our restaurant. How can I help you?
B: Good morning. I’d like to book two banquets in your restaurant for our organization.
A: When would you like to book?
B: June 30. Our National Computer Science Organization will have a seminar in the Meeting
Center in your hotel. So we plan to have lunch and supper in your restaurant.
A: Yes. When would you like your table?
B: At 12:00 a.m. for lunch and at 6:00 p.m. for supper.
A: For how many people?
B: 450 people. And 14 VIP will come in the evening.
A: And what is it going to be, the Chinese food or the western food?
B: Our plan is that the Lunch Banquet is the Buffet Western Food, while the Dinner Banquet is
the Chinese Food.
A: How many tables would you like? And how would you like us to set up the banquets?
B: Forty-six tables will be arranged for the Dinner Banquet. Please set up a large table in the
front of the hall which can seat 15. This table will be for our VIPs, and it is required to be
decorated with some flowers and name cards on it.
A: We’ll do it according to your requirements. And how much would you like to spend per
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head?
B: Our budget is RMB220 for the lunch banquet and 300 for the Dinner Banquet excluding
drinks.
A: OK. Could you have any special demands for the banquet menu?
B: The Chinese cuisine is universally recognized as one of the greatest cuisines of the world.
We hope that our guests can try some Chinese famous cuisine. But I am not familiar with
the Chinese cuisine. I heard that there are four major cuisines in China. Could you introduce
them briefly to me?
A: Sure, my honor. The four major Chinese cuisines are: Guangdong Cuisine, Shandong
Cuisine, Sichuan Cuisine and Huaiyang Cuisine. Generally speaking, Guangdong Cuisine is
light and fresh; Shandong Cuisine is heavy; Sichuan Cuisine is spicy and hot; and Huaiyang
Cuisine is well known for its cutting technique and original flavor.
B: Mmm…Could you show me your menu? What cuisine do you serve the best?
A: Here you are. We serve a large range of Chinese food, and we are good at some of the
famous foods of them. Madam, don’t bother choosing them. We have already got four sets
of banquet menu here for you to choose. And they are the best of our restaurant.
B: Set menu A seems great. And the price meets our budget too. Roasted Suckling Pig,
Deep-fried Prawns with Garlic, Fried-simmered Sliced Conch and Duck Web with
Vegetable, and Double-boiled Crocodile Soup with Herb…How splendid!
A: Yes, they are. Set A is reasonable and the most suitable for your plan. By the way, what
drinks are you going to have?
B: Please prepare a bottle of Maotai and two bottles of Great Wall for every table firstly.
A: Any other special demands?
B: So far that’s all.
A: How would you like to pay for the banquets?
B: We’ll pay by credit card.
A: How about the deposit?
B: Well, how much do you ask? How about 30 000 Yuan?
A: Fine. 30 000 Yuan will be enough.
B: Here you are.
A: Thank you. This is your receipt of deposit. Please keep it well. May I have your name and
your cell phone number, Madam?
B: My name is Jessica Jason and my cell phone number is 137****0608.
A: Thank you. Mrs. Jason. You have booked two banquets for June 30, for National Computer
Science Organization. The time of the table is 12:00 a.m. and 6:00 p.m. The Lunch banquet
for 450 people will be served with the Buffet Western Food, and around RMB 260 per head.
The Dinner Banquet for 464 people will be served with the Chinese food, Set menu A, and
around RMB 360 Yuan per head excluding drinks. A bottle of Maotai and two bottles of
123
Great Wall will be prepared for every table firstly. 46 tables will be arranged. The main table
in the front of the hall should be a big table which can seat 15. This table is for your VIP.
And it is required to be decorated with some flowers and name cards. Your name is Jessica
Jason and your cell phone number is 137****0608. Is that right?
B: Exactly. Thank you.
A: Is there anything else I can do for you?
B: No. Thanks.
A: I am the banquet manager Alice. Here is my card. If you have anything, please call me. We
look forward to your arrival. Have a nice day, Mrs. Jason.
学以致用

情景对话实训
Complete the following Dialogue according to the Chinese given in the brackets and then
read the dialogue in roles.
Making a Banquet Reservation
(A=Mike Smith; B=Waiter)
A: I’d like to make a reservation of two tables for a 20- people banquet on Friday night.
B: What time would you like?
A: 8:00.
B: 1 . (我们 8 点没有空餐位.) Is 7:30 ok?
A: Yes, that’s fine.
B: 2 ? (请问贵姓？)Your name, please?
A: Mike Smith.
B: What is your demand for the tables?
A: 3 . (我要订两个桌子的大包间)。
B: Let me have a check. Yes, 4 . (我们正好有个大包间。)
A: That may be wonderful.
B: 5 ? (你要点什么口味的菜?) We have four kinds of cusines in our restauruant:
Canton Cuisine, Shandong Cuisine, Sichuan Cuisine and Huaiyang Cuisine.
A: Could you please give some features of the different cuisines?
B: Yes, of course. Generally speaking, Guangdong Cuisine is 6 (清淡); Shandong
Cuisine is heavy; Sichuan Cuisine is 7 (麻辣); and Huaiyang Cuisine is well
known for its cutting technique and original flavor.
A: I’d like Canton Cuisine.
B: How much would you like to spend per table including drinks?
124
A: 400 yuan.
A: Ok, Mr. Smith. We have two tables in a big private room for your 20- people banquet at 7:30
on Friday. You’d like to order Canton Cuisine. And you’d like to spend 400 yuan per table
including drinks. Then, 8 (星期五我们恭候您的光临).
B: Thank you. Bye.
A: Goodbye.

Mr. and Mrs. Johnson would like to book a banquet for October 2 in the restaurant of
Continental Hotel, for their wedding. The time of banquet will be 17:00. The banquet for
200 people will be served with the Buffet western food and everyone will spend RMB
300.
Mind Map
Sum up the main points of the service producer of table reservation on this mind map.
125
实训项目二餐厅用餐服务
Table-service
知识目标
应会应知
1. 领客服务流程
2. 熟悉点菜程序
餐厅用餐服务过程中的礼仪
3. 熟悉上菜服务程序
4. 付款的 5 种方式
Warming up
Work in pairs and think of three popular dishes in China and prepare a description of
them to foreign tourists.
1. ___________________________________________________________________
2. ___________________________________________________________________
3. ___________________________________________________________________
情景实训 1 招呼顾客
安德森小姐和其他 4 位已经订座的客人正在去餐厅。他们订的 5 人桌子是在南面的

窗户旁，以玛丽·安德森的名字预订的。你是女领班并招呼客人。
Situational Training 1 Attending Customers/Seating the Guest

Miss Anderson and another four people with the reservation are going for the table. It
is a table for five by the south window that they have reserved under the name of May
Anderson.
You are the hostess to attend the guests.
126

The hostess greets the guests with:
Good morning/Good afternoon/Good evening, sir/madam. Welcome to our hotel.
先生/女士早上好/中午好/晚上好，欢迎来到我们酒店。
Then ask the guests if they have a reservation or not.

Welcome to our restaurant, Miss. Have you made a reservation?
欢迎来到我们餐馆，请问小姐你有预订吗？
If yes, lead them to the booked table.

如果有，带领他们去预订好的桌位。
Let me check the reservation list.
让我检查一下预订单。
We do have a reservation under Mr.….
我们有一个以**先生的预订。
Your table is ready, Sir.
你的桌位已经准备好了先生。
Could you follow me, please?
请跟我来。
I’ll show you to your reserved table.
我带你去你订好的桌位。
If no,
If the restaurant has both buffet and a la carte service, ask the guests which service they want.
如果餐馆有自助餐和散餐，询问客人需要哪一种。
Would you like to take buffet or a la carte?
你们喜欢自助餐呢，还是散餐?
Would you like to have buffet or casual dining?
你要自助餐还是套餐？
Ask them the number of the people. And escort them to choose a table that fits
them:
How many people in your party?
你们总共有多少人？
Would you like to come with me?
127
请跟我来。
Where would you prefer to sit?
你们愿意坐这里吗？
Would you mind having your dinner in the lobby?
你们介意在大厅用餐吗？
If the table they choose is not available, you would explain and suggest:
I’m sorry, all the tables by the window are small, with up to 4 seats.
很抱歉，所有靠窗的桌子都太小了，最多只有四个位。
Thank you for your understanding, Sir.
谢谢先生您的理解
What about the one which is further back but still offers a view of the lake?
那张有点远但仍然可以欣赏湖边景色的位子怎么样？
Would you care to follow me to another table?
你介意换另一个位子吗？
I’m afraid we can not seat you at the same table. Do you mind if you sit separately?
恐怕我们不能坐在同一张桌，你介意分开坐吗？
I’ll pull the two tables together. How about that?
把两张桌合并在一起，你觉得怎么样？
Is this table OK for you?
这个位置你觉得怎么样？
Here we are. The best seat in the hotel.
到了，这是餐厅最好的位置。
If the house is full and no table is available, ask them to wait in the waiting area or
at the bar, and inform them with:
We don’t have a vacant seat at the moment. Would you mind waiting a few minutes?
我们餐厅现在暂时没有空的席位，您愿意等一下吗?
We’ll get a table ready as fast as we can.
我们将尽我们所能尽快为您准备好餐桌。
You can sit and have a drink at the bar and we’ll call you the minutes we have a table.
请您在酒吧坐一会儿喝些饮料，一有空桌子我们就会请您入座。
Could you take a seat over there and I will call you when the table is ready?
您可以在那边坐一下，餐桌一准备好，我就请您入座，好吗？
Would you mind waiting a while?
您愿意等一下吗？
128
When the table is ready, you would say:

Sorry to have kept you waiting so long.
对不起，让您久等了。
We can seat your party now, Sir.
先生，现在我们可以为您们提供席位了。
We’ll clear the table immediately for you, Sir.
先生，我们将立即为您清理餐桌。
When you are leading the way, you might say:

The floor is wet, please mind your steps.
地板是湿的，请小心路滑。
There is a step here, please be careful.
这里有个台阶，请小心一点。
If there are babies in the guest party, you would say:

Shall I get a high chair/booster seat for the baby?
我可以要一张高椅/婴儿椅吗？
When the guests are seated, you smile and say:

The waiter will be with you in a moment.
服务员将立即过来为您提供服务。
Sample Dialogue 1
(A=Hostess; B=Anderson)
A: Welcome to our restaurant, Miss. Have you made a reservation?
B: Yes, we have. Under the name of May Anderson.
A: Let me check. Yes, you’ve booked a table by the south window for five people. Is that
right?
B: Exactly.
A: I’ll show you to your table. This way, please. This is your table. Will this table be all right?
B: Good. Thank you.
A: You’re welcome. Take your seat, please. Your waiter will be right with you.
129
学以致用

情景对话实训
Complete the Dialogue according to the Chinese given in the brackets then read the
dialogue in roles.
(A=Waiter; B=Guest)
A: Good afternoon. Welcome to our hotel. 1 ? (你们有预订吗?)
B: No. I’m afraid we haven’t. 2 ? (还有空桌位吗?)
A: Yes, sir. 3 ? (你们有多少人用餐?)
B: 6.
A: OK. Could you come this way, please? Is this table all right?
B: I don’t think so. We want a table 4 (靠窗口的) so we can 5 (好好欣
赏一下城市的风光). We haven’t been here for many years.
A: All right. Let me show you that table. Is this OK?
B: It’s good.
A: 6 . (请入座。) I’ll get you the menu.

Mr. Adams and his friends are waiting to be seated for dinner in a crowded restaurant.
They didn’t make reservation. The waitress comes to say sorry to them because they don’t have
any vacant table at the moment and invite them to have a seat in the waiting room. Five
minutes later, there is a vacant able for them. When the waitress leads them to the dining hall,
Mr. Adams catches sight of a table by the window, but the waitress tells him that table has been
reserved and arranges another vacant table for him.
情景实训 2 点中式菜
当安德森小姐和其他 4 人坐下后，你是服务他们的服务生并帮他们下单。他们点了
铁观音茶，并咨询你有什么中国特色菜介绍。你问客人他们喜欢什么菜，喜欢清淡还是
味浓，原味还是辣的？他们想试所有的味道。你的建议如下：东坡肉，清炒三丝，清蒸
桂鱼，白切鸡和咸干豆角。
安德森小姐最终点了东坡肉、清炒三丝、蟹粉豆腐、上海炒面、蒸饺子、白切鸡、
海米白菜和青岛啤酒。安德森小姐不需要刀叉，她宁愿使用筷子。
130
Situational Training 2 Ordering Chinese Food

When Miss Anderson and another four people are seated, you are the waiter to serve them
and take their order. They order Iron Buddha tea for drink first. And then ask you to
recommend some special Chinese cuisines.
You ask the guests which dishes they would like, light, heavy, original or hot and spicy.
They want to try all of them. You recommend the following: Dongpo Pork, Buddhist Delight,
Steamed Mandarin Fish, boiled chicken and Salted Dried String Beans.
Miss Anderson orders a Dongpo Pork, Buddhist Delight, Crab Meat Paste with tofu, Fried
Noodles of Shanghai style, Steamed Dumplings, Boiled Chicken and Chinese Cabbage with
dried shrimp, and Tsingtao beer for drink. Miss Anderson asks for the chopsticks instead of
knives and forks.

The waitress greets the guests, pull the chair out for the guests, unfold napkins and put
them on the laps. When the guests put off their coat to the chair, you may ask to put on chair
cover.
Shall I put on the cover to protect your coat?
我可以套上椅套以免弄脏你的外套吗?
After the guests are seated, begin to order. First order the drinks. You can ask the
guests with:
Would you care for drinks firstly?
你想先喝点东西吗?
Would you like to try…?
你要不要试试……
Would you like something to drink first?
你要不要先点些什么来喝?
Would you please have a look at the menu, madam?
你要不要看看菜单，女士?
This is the menu for our specialties tonight.
这是我们今晚的特色菜单.
I’ll be right back with your drinks and then I’ll take your order.
我会很快送上你的饮料，然后再为你写菜单.
I’ll be back to take your order in a moment, madam.
我很快会回来帮你点菜，女士.
131
Are you ready to order?

你要开始点菜了吗?
Do you need some more time?
你需要点时间看看吗?
Taking orders, you would ask:

Would you like your coffee now or later?
现在上你的咖啡还是等下才上?
Would you like rice or noodles with your meal?
你要不要加点米饭或者面条?
How about some appetizers?
来点开胃菜怎么样?
May I help you with your order? 要我给点建议吗?
If the guests ask you to recommend the cuisine and drink, you can begin to
recommend like the following:
Would you like to try our House Specialty?
请问你要不要试试我们的招牌菜吗？
Which flavor would you like/prefer, sweet or chilly?
你喜欢哪一种口味，甜的还是辣的？
Why not try…? It is a well-known delicacy in Chinese cuisine.
为什么不试试……？这是中国菜的著名美食。
Today’s specials are listed on the board.
今天的特价菜列在黑板上。
Would you like to hear our specials for today?
你想听听我们今天的特价吗？
This is a list of the Chef’s top recommendations.
这是厨师推荐的菜单。
How about the steamed pomfret in oil, the Chef’s Recommendation for today.
清蒸鲳鱼怎样呢，这是今天主厨推荐的。
Now is the season for spinach. Would you like some?
现在是菠菜的季节。你想要一些吗？
Would you like a bottle of white wine to go with your lobster?
你想要一瓶白葡萄酒来配你点的龙虾吗？
Would you like to try our house red wine? It is to the AOC standard produced in France.
It is quite good to go with your order.
请问你要不要试试我们这里的红葡萄酒？这是按照法国标准生产的葡萄酒。配上
你所点的菜是很不错的。
132
You should ask the guest about his demands in detail when you take the order. You
can ask like that:
How would you like your...?
请问你喜欢怎样做你点的……？
Which kind of salad dressing would you prefer, French, Thousand Island or Oil and
Vinegar?
你会更喜欢哪一种沙拉酱，法式、千岛还是油醋？
Are you on a special diet?
你在节食吗？
With ice or without ice?
加冰还是不加冰的？
Is there anything you cannot eat?
你有什么不能吃的吗？
Do you have any special dietary requests?
你有什么特殊的饮食要求吗？
We have vegetarian-friendly meals on our menu.
我们的菜单上有素食者膳食。
I’ll let the chef know.
我会告诉厨师的。
The chef can leave out the msg.
厨师可以不加味精的。
Would you like an extra plate?
你需要一个额外的盘子吗？
If the guests ask for your explaining the menu, you go with:
Our mutton hot pot is prepared with unique spices from a recipe passed down from our
ancestors, very tasty.
我们的羊肉火锅是用独特的香料准备的，是我们的祖先传下来的一道菜谱，十分美味。
It is a bacon, tomato and lettuce sandwich.
这是一个用腌肉、番茄和莴苣制成的的三明治。
It is beef stewed in red wine.
这是红葡萄酒炖牛肉。
It has a very rich (delicate/subtle) taste.
它的味道很重（美味/清淡）。
It is a very light (filling) dish.
这是一道口味很淡（很重的）的菜。
I’m afraid the grain will take about 15 minutes to prepare, sir. Would you mind waiting?
恐怕这谷物大约要花十五分钟做准备，先生。您愿意等吗?
133
Sweet, sour, salty, hot/spicy/chilly

甜、酸、咸、辣
It’s 120 yuan by the glass. The whole bottle is 1 200 yuan.
一杯 120 元，整瓶是 1 200 元。
Excuse me. There’s alcohol in the special drink. Maybe not fit for the kids.
对不起，打扰了。这是含酒精的饮料。也许不适合小孩。
Cappuccino/Expresso is not included in the buffet. Do you mind paying extra?
卡布奇诺咖啡/意大利浓缩咖啡是不包括在自助餐内的。您介意另外付费用吗?
Children over 12 are charged as adults; children between 8~12 are charged half of the
adult price and for those under 8, free of charge.
超过 12 岁的孩子按成年人价格收费，在 8 岁到 12 岁之间的按成人价格一半收费，
而那些在 8 岁以下的，是免费的。
When some dish is not available, you may say:

I’m very sorry. That dish is not available (sold out) now. May I suggest the lamb chop?
It is also tasty. Would you like to try it?
我很抱歉。这道菜现在没有（卖完）了，我可以向您推荐羊肉扒吗?也非常美味。
你愿意尝试一下吗？
I’m sorry. Swordfish steak (剑鱼片) is not on the menu today; furthermore, it is out of
season now.
我很抱歉。剑鱼片不在今天的菜单上，并且，它也不是在现在这个季节出现的。
I’m afraid it is not on our menu. But I’ll ask my chef if it is available.
恐怕这不在我们的菜单上。不过，我会去询问一下厨师看是否可以做。
I’ll see if the dish is available, madam. 夫人，我去看看这道菜是否有。
We are glad to make it for you. But I’ll have to ask the chef if we have the materials.
I’ll let you know when it is ready. 我们很乐意为你制作。不过我得先问一下厨师，看看
我们有没有材料。准备好的时候我会告诉您的。
In addition, inform the guests of the promotions if any:
另外，必要时告诉客人特价信息：
Our lunch special for today is $3.50.
今天午餐的特价是 3.50 美元。
For 20 Yuan more you can have a half delicious, grilled lobster. Would you like to try it?
加多二十元可以享受到半份美味的烤龙虾，你愿意尝尝吗？
If you buy a main course, the starter is free.
如果你要一份主菜，开胃菜将免费。
If you buy one appetizer, you get another appetizer half off.
如果你要一份开胃菜，你的第二份开胃菜半价。
The sandwiches are two-for-one today.
134
今天的三明治买二送一
The discount is only valid with the coupon.
这个折扣是需要有优惠券才有效的。
Your voucher is expired.
你的代金券已过期
Confirm:
OK. A medium-rare Sirloin Steak, a mixed Salad, a glass of beer and a cup of coffee.
Will there be anything else?
好的，一份四分熟的牛排，一份什锦混合色拉，一杯啤酒和一杯咖啡，请问还需
要别的什么吗？
Just a moment, Sir.
请稍候，先生。
Sample Dialogue 2
(A=Waiter; B=Anderson)
A: Good morning, everyone. What would you like to drink first?
B: Iron Buddha.
A: Here you are. This is the menu. I’ll be back to take your order in a moment, madam.
(After a while)
A: Are you ready to order?
B: Yes. We want to eat Chinese food. But we don’t know how to order. Could you recommend
some special Chinese cuisines, please?
A: Sure. Which dishes would you like, light, heavy, original or hot and spicy?
B: We want to try all of them.
A: OK. I recommend some house specials for you. Dongpo Pork, Buddhist Delight, Steamed
Mandarin Fish, Boiled Chicken and Salted Dried String Beans. They are the chef’s top
recommendation.
B: What is the “Buddhist Delight” like?
A: It is a typical Cantonese cuisine. It’s a mix meat and seafood stew. Very tasty and tender.
B: Very interesting name. We’d like to have a Buddhist Delight. And Dongpo Pork, Crab Meat
Paste with tofu, Fried Noodles of Shanghai Style, Steamed Dumplings, Boiled Chicken and
Chinese Cabbage with dried shrimp.
A: What would you like to drink?
B: We want to try some Chinese beer.
A: How about Tsing Tao Beer? It is very popular here.
B: We’ll take it. Five cans, please.
135
A: Anything else, madam?

B: No, thank you. That’s all now.
A: Yes. You order a Buddhist Delight, Dongpo Pork, Crab Meat Paste with tofu, Fried Noodles
of Shanghai Style, Steamed Dumplings, Boiled Chicken and Chinese Cabbage with dried
shrimp. And five cans of Tsing Tao Beer for drink. Shall I bring you chopsticks or knives
and forks?
B: We would like to use the chopsticks.
A: OK. I will be right back.
学以致用

情景对话实训
Complete the following dialogue according to the Chinese given in the brackets and then
read the dialogue in roles.
(A=Waiter; B=Guest)
A: Good afternoon, sir. How are you today?
B: Fine, thank you.
A: Here is the menu. You may have a look at it.
B: Can you recommend something for me? I’ve got no idea about Chinese dishes. And 1 .
(我看不懂中文。)
A: We have a good variety of Chinese food and wine at your choice. 2 (我可以向您
推荐我们的特色菜) Double-cooked Pork and Mapo Beancurd. 3 (今天的特色
菜) is Steamed Crabs. They really taste good. I’m sure you’ll like them.
B: 4 . (听上去很好的。) We’ll take them. What can I drink here?
A: Beer. 5 . (这儿有酒单。) Beer, Great Wall red wine and white wine. They are all
very famous in China.
B: What’s Mao Tai?
A: Mao Tai is the best liquor in China. It’s very strong but it never goes to the head as most
liquors do.
B: Really? 6 . (我想来一杯。) And I need some tea, green tea. It is said that 7 . (中
国是茶的故乡。)

Mr. Anderson is taking the order, but he is not familiar with Chinese food. He asks the
waiter to introduce the food for him. The waiter first introduces Steamed Scallop with
Vermicelli(粉丝蒸扇贝) to him, which is fresh and tasty, then some vegetarians like the Mixed
Vegetable (mushroom, wax gourd, bamboo shoot and pimientos) in clay pot(什锦蔬菜煲). Mr.
136
Anderson takes these two, the Chicken Soup, some dim sum, three egg tarts, a Tsing Tao beer.
He prefers to use chopsticks rather than knife and fork..
情景实训 3 点西式菜
当 Faith 先生和太太就坐后，你是他们的服务生并下单，他们点的菜如下：
开胃菜：烟熏三文鱼
汤：海鲜汤
面包：2 个小圆面包
主菜：2 份 T 骨牛排，5 成熟
沙拉：1 份大沙拉，千岛酱
甜品：2 份奶油布丁
饮料：1 瓶干雪利酒
Situational Training 3 Ordering Western Food

When Mr. Faith and his wife are seated, you are the waiter to serve them and take their orders.
The orders of Mr. Faith are the following.
Appetizer: Smoked Salmon
Soup: seafood soup
Bread: two buns
Main course: two T-bone steaks, medium
Salad: A large salads, Thousand Island dressing
Dessert: two cream pudding
Drink: a bottle of Dry Sherry

When taking the orders of the Western food, you have to pay special attention to ask
the following:
How would you like your steak/beef/lamb?
你想要怎样做这份猪扒，牛扒/羊扒？
The guest may answer you with:

well-done 全熟 medium-well 七成熟
medium 五成熟 medium-rare 四成熟
rare 三成熟
137
When the guest orders the salad, ask him: “ What kind of dressing would you like on
your salad?”
French dressing 法式沙拉酱 Italian 意大利沙拉酱
blue cherry 蓝莓酱 Thousand Islands 千岛沙拉酱
Sample Dialogue 3
(A=waiter; B=Faith)
A: Good evening. May I take your order now?
B: Yes, please. For an appetizer, Smoked Salmon.
A: And, for the main course?
B: Two T-Bone Steaks.
A: How would you like your steaks done?
B: Medium.
A: What soup would you like?
B: Two Seafood Soup.
A: Would you like buns with your soup?
B: Yes, please.
A: Would you like some salad?
B: Yes, a large salad.
A: Which kind of dressing would you prefer, French, Thousand Island or Oil and Vinegar?
B: Thousand Island.
A: Yes. How about some dessert?
B: Two cream puddings.
A: Fancy some drink?
B: Dry Sherry please.
A: Glass or bottle?
B: A bottle.
A: Anything else, sir?
B: No, that’s all.
A: Yes. So a Smoked Salmon for appetizer. The main course are two T-Bone Steaks, medium
done, two seafood soup with buns, a large salad with Thousand Island dressing, two cream
puddings for dessert, and a bottle of Dry Sherry.
A: Exactly. Thank you.
B: Just a moment, please.
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学以致用

情景对话实训
(A=Waitress; B=Guest)
A: 1 (先生，可以开始点菜了吗？)
B: Yes, please. 2 。(我想先要个厨师推荐的沙拉)。
A: The chef’s salad for starter. And 3 ？(主菜想点什么？)
B: I’ll have sirloin steak.
A: How do you like your steak done?
B: 4 (半熟), please.
A: What would you like 5 (配您的牛排一起吃)？
B: Peas and carrots.
A: Potatoes?
B: Yes, 6 (水煮的)。
A: How about the dessert, sir?
B: No dessert. 7 . (给我一杯咖啡就好了。)
A: Yes, sir.

Mr. Anderson comes the restaurant to have his breakfast. The waiter is taking order now.
He wants to have an American Breakfast. The waiter recommends something in detail for him:
the local fruit, Litchi, which is sweet and juicy, some eggs, ham, bacon or sausage, cereal, rolls
or toast, coffee , tea or milk. His final order: Lichit, a fried egg (sunny-side up), Bacon, Rice
Crispies with Milk and Banana, two slices of toast and coffee.
情景实训 4 上中国菜
你正在上清炒三丝和蒸饺子，并建议他们吃饺子之前要蘸些由酱油、芝麻油和辣椒
做成的调料。
Situational Training 4 Serving the Chinese Food

You are serving the Buddhist Delight and steamed dumplings, and recommend them to dip
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some sauces before eating, which mix a little soy sauce, sesame oil and chili sauce.
Now please stimulate a dialogue according to the situation

While you are serving the dish to the table, inform the guests first:
Excuse me, your dish is ready. Would you mind serving now?
打扰一下，您的菜已经好了，请问是要现在上吗？
You have ordered two main dishes. Would you like to serve them together or separately?
您点了两道主菜。请问您想要分开上还是一起上呢？
Shall I serve it now, or after your dinner?
我是现在上呢，还是饭后再上？
Sorry to have kept you waiting, sir. Here is your…
先生，很抱歉让您久等了，这是您的……
Here are your main courses. Who had the steak?
这是您的主菜。谁点了牛排呢？
Be careful. This plate is hot.
小心。这盘子是热的。
Hot plate coming through.
要上热盘了。
When finishing serving this round, you may go with:

The main meal is coming right up.
您的主菜正要上了。
Your appetizer will be right with you.
您的开胃菜很快就来了。
I’ll be back with your dessert in just a moment.
等会我就给你带上您的甜点。
When all the dishes ordered have been presented, you go with:
Here is everything you ordered. Please enjoy yourself.
菜上齐了，请享受吧。
Other useful expression while table-serving:

I’ll check on that.
我会查一查的。
Would you like any sauces for that?
您需要一些调味料吗？
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May I take the plate away?

我可以收走这个盘子了吗
Excuse me, sir. We take last orders at twelve, would you like anything else?
先生，对不起。我们十二点钟就打烊了，您还需要别的吗？
It’s dangerous to let the kid alone.
让小孩独自一人是很危险的。
Please take care of your luggage/valuables.
请照顾好您的随身行李/贵重物品。
Excuse me. These are the decorations, not food.
不好意思，这些是装饰物不是食物
Sample Dialogue 4
(A=Waiter; B=Customer)
A: Sorry to have kept you waiting, sir and madam. Here’s your Buddhist Delight. Be careful.
That plate is hot.
B: That looks good.
A: Here is your steamed dumpling. And here are some sauces to go with them.
B: Thanks. What are the sauces?
A: You mix a little soy sauce, sesame oil and chilli sauce on this plate according to your
personal taste and dip them into it before eating.
B: Right. Thanks.
A: You’re welcome, sir. Your other courses will be with you shortly. Please enjoy your meal.
学以致用

情景对话实训
Serving the Chinese Dishes
(A=Waiter; B=Guest)
A: 1 . (先生，让您久等了。) Here’s 2 (银鱼浓汤).
B: It’s delicious. What’s this?
A: It’s whitebait (银鱼) fish from the Taihu Lake.
B: Ah, the fish is 3 (无骨透明).
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A: Yes, and it’s nutritious.

(A few minutes later…)
A: Excuse me, here’s 4 (白灼虾). Please enjoy yourselves.
B: Thank you, but the shrimp is a bit small.
A: Well, the white shrimp does not grow very big. The white shrimps at this size are just nice to
eat.
B: I see. Yes, it’s very 5 (脆嫩、可口). This is the Romaine Lettuce with Oyster
Sauce (蚝油炒生菜). And the Wuxi Pork Ravioli(无锡猪肉水饺).
A: Thank you.
B: Would you like anything else?
A: No, thanks. 6 . (我们吃好了。)
B: This is the fruit combination (水果拼盘). 7 . (是免费的。)
A: I hope you’ve enjoyed yourselves.
B: Yes, we have. We’re leaving now and we’ll be back next time.
A: Thank you. Please see to it that your belongings are with you (请带好自己的随身物品).

The waiter is serving the meal. He takes hot towel to the guests and wants to change the
plate for a smaller one. The guest asks him to rush the rest of the order (催上其余的菜)because
they are in a hurry. The waiter says sorry to the guest and explains that his grilled prawns (烤大
虾) takes time to prepare and promises to serve the dish in a few minutes.
情景实训 5 上西餐
你给客人上 T 骨排、羊排和沙拉。你问牛排和羊排分别是谁的，并问他们要什么酱汁。
Situational Training 5 Serving the Western Food

You are serving main dish T-Bone Steak, Lamp Chop and a salad. You ask who have the
each and put them in the right place. Then ask what sauce they want.
Sample Dialogue 5
A: Excuse me, your main dish is ready. Shall I serve it now or after a while?
B: Now, please.
A: Here are your main courses. Who had the T-Bone Steak?
B: That was me.
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A: Here you are.

A: Thank you.
B: And the Lamp Chop?
A: That goes here.
A: And the salad?
B: You put it in the middle of the table for us to share.
A: OK. Would you like some sauces to go with that?
B: Yes, what do you have?
A: We have black pepper sauce, Cheese and Red Wine Sauce, Garlic juice and ketchup.
B: I think we’ll have black pepper sauce and ketchup.
A: Is there anything else I can get for you right now?
B: No, I think that’s it.
A: I will be right back with black pepper sauce and ketchup.
B: Thanks.
学以致用

情景对话实训
(A=Water; B=Guest)
A: 1 . (现在上的是主菜。)
B: 2 ? (下一道菜是什么？)
A: It comes with 3 . (土豆泥。)
B: 4 (我不想吃土豆泥) I prefer 5 (炖洋葱).
A: All right, sir.

Mr. Anderson is calling Room Service for breakfast. His room number is 902. He orders
American Breakfast with coffee, orange juice, some eggs (easy over) just for two persons. The
waiter answers the call and makes the confirmation. Fifteen minutes later, the waiter comes to
deliver breakfast to room 902.
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情景实训 6 付费
Faith 先生让你把账单拿给他。你问他是否要把账记在他的房间，但他选择用美元现
金付账。你告诉他美元人民币的汇率是 683。最终 Faith 先生决定用 VISA 卡。你告诉他
用 VISA 卡可以优惠 10%。Faith 先生对账单有疑问并问 12 元是什么费用。你告诉他那
是服务费，每人 4 元。在你刷了他的卡之后，你让他签名，然后道别并表示祝愿。
Situational Training 6 Paying the Bill

Mr. Faith asks you to bring the bill. You ask whether he would like to sign it to his room,
but he wants to pay in cash with U.S. Dollars. You tell him the exchange rate is one hundred
U.S. Dollar to RMB 683. Finally Mr. Faith decides to use his credit card, VISA card. You
inform him of a 10% discount for using VISA card. Mr. Faith has a question and asks what is
the 12 Yuan for, then you tell him it is for cover charge, 4 Yuan per head. After you take a print
of his card, and he signs his name, you say goodbye and wish them a good day.

Bring the bill/check to the guests:
Excuse me, sir. Do you need anything else? If not, do you mind if I bring you your bill?
It is nearly closing time.
先生，打扰一下！请问您还需要什么吗?如果不需要的话，您介意我帮您结算您的
账单吗？现在快到打烊时间了。
Would you like separate bills or one bill?/Would you like to pay together or separately?
请问您是分开付账还是一起付账呢？
I’m sorry to have kept you waiting. Here is your bill.
很抱歉，让您久等了，这是您的账单。
Ask what is the way of payment:

How would you like to pay for it?
请问您想要以何种方式付账？
How would you like to make your payment?
请问您想要以何种方式支付您的账单？
How would you like to pay, in cash, with checks or by credit card?
请问您想要以何种方式付账？现金，支票，还是信用卡？
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When the guests question: “what is this for?”, you would explain patiently:
This is a fifteen percent of surcharge for tax and service.
这 15%的附加费用来支付税款和服务费了。
A 10% service charge has been added/included to your bill.
10%的服务费已经包括在您的账单之内。
That is your lemonade. We charge you extra for that.
那是您的柠檬水，我们额外收费。
That is the cover charge, 4 Yuan per head.
那是服务费，每人 4 元。
Charge it to hotel bill:

Would you like to put it on your hotel bill?
您想把它记入您的酒店账单上吗？
Would you sign your name and room number on the bill, please?
请问您可不可以在您的账单上签名和写上您的房间号码呢？
Could you show me your room key/hotel passport, please?
您可以给我看看您的房间钥匙/护照吗?
Pay in cash:
We have received your 300 Yuan for the bill. I will come back with the change in a moment.
收您 300 元，请稍等，我将找零给您。
We don’t accept US dollars in this restaurant. I’ll change it for you at the cashier’s if
you don’t mind.
我们饭店不收美元，如果您不介意的话，我将帮您在收银台处兑换。
I’m afraid we do not accept them here. You may change them at the Exchange Counter
in the lobby.
很抱歉我们这里不接受它们，您可以在大厅的汇兑柜台处去兑换。
But we only have Chinese Yuan for change. And the exchange rate is one hundred U.S.
Dollar to RMB 804. Do you mind that?
但是我们只有人民币兑换，兑换率是 100 美元可以兑换人民币 804 元，您介意吗？
Here is your change.
这是您的零钱。
Pay with credit card:

We accept the credit cards displayed here.
我们接受这里展示的信用卡
What credit card are you holding, sir?
先生，请问您的是哪种信用卡？
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May I have a print of your card?

请问我可以刷您的卡吗？
Very good, sir. You have a 10% discount for using your VISA card.
非常好，先生。使用维萨卡结账可以获得九折优惠。
Enter your password and the hash key, please.
请输入您的密码并按#号键结束。
Could you just sign here, please?
请您在这里签名，好吗？
Could I have your signature, please?
请您在这里签名，好吗？
Here is your credit card. Please keep it well.
这是您的信用卡，请您保管好您的信用卡。
Paying by Traveller’s Cheques

Could you give me your address and some identification?
您能告诉我您的地址和出示您的证件吗？
Can I have a look at your passport, please?
请问我可以看一下您的护照吗?
Would you please sign your name and address on the back of the cheque in block
letters?
请问您可以用大写字母在支票的背面签名并写上您的地址吗？
Using the Vouchers

Discount card and vouchers are not to be used together.
折扣和优惠券不能同时享用。
I’m sorry there are no vouchers sent out during the Trade Fair.
很抱歉，在交易会期间这里没有优惠券发送。
You give the check and receipt to the guests, and bring something complimentary.
你把账单和收据递给客人，以及赠送一些东西给客人。
Here are your bill and receipt.
这是您的账单和收据。
Here are some complimentary sweets/fruit for you.
这是免费赠送给您的糖果/水果。
Here are some complimentary vouchers for you. You can pay half of your bill with
them next time you have lunch or dinner in our restaurant. Please pay attention to the usage
conditions and expiry date.
这是免费赠送给您的优惠券。下次您光临本餐馆享用午餐或晚餐时使用，将会获
得五折优惠。请您注意使用条件和有效日期。
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In the end, you may ask for comments on dish and service from the guests:
How did you like your meal?
您觉得这顿饭怎样？
Would you please give us your comment about our service and dishes?
您能给我们的服务和餐饮提出一些建议吗？
Say goodbye and express your wish:

Please come again. We look forward to having you with us again.
欢迎再次光临。我们期待再次为您服务。
Good bye, sir/madam. Have a nice day.
先生/女士，再见。祝您过得愉快。
Have a good day.
祝您过得愉快。
Sample Dialogue 6
A: Would you like anything else, sir and madam?
B: No, thank you. We’ll take the bill now.
A: Yes. Here it is. Would you like to sign it to your room?
B: No, I’ll just pay in cash. Do you accept U.S. Dollars?
A: Yes. But we only have Chinese Yuan for change. And the exchange rate is one hundred U.S.
Dollar to RMB 683. Do you mind that?
B: Well. May I use my credit card?
A: Yes, sure. What kind do you have, sir?
B: VISA Card.
A: Very good, sir. You have a 10% discount for using your VISA card.
B: Thank you. What is the 12 Yuan for?
A: That is for cover charge, 4 Yuan per head.
B: Oh. I see.
A: May I take a print of your card?
B: Here you are.
A: Thank you, sir. I’ll return your visa card and receipt in a few minutes.
(On returning)
A: Thank you for your waiting. Would you please sign your name here on the print?
B: Yes, of course.
A: Thank you. Here is your credit card. Please keep it. And have a good day.
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学以致用

情景对话实训
Complete the following Dialogue according to the Chinese given in the brackets then read
(A=Guest; B=Waiter)
A: 1 . (服务员，结账。)
B: Right away, sir. (the waiter goes to get the bill…) Here you are.
A: I’d like to pay 2 (用信用卡结账).
B: I am very sorry, sir. 3 (我们只收现金). If you do not have RMB, 4
(您可以签单）.
A: I hope you enjoyed your meal, sir.
B: Yes, I did. Thank you very much. Good-bye.
A: 5 。(欢迎再次光临。)

The guest finishes his meal. The waiter takes the bill to the guest and asks him to put in
his pin number(密码) then press Enter. The waiter returns the card and gives the receipt to the
guest and says good-bye. Mr. Anderson gives a tip to the waiter when he says Good-bye.
Mind Map
Sum up the main points of the service producer of Table-service on this mind map.
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实训项目三宴会服务
A Banquet Service
知识目标
应会应知
1. 与客人商量制定宴会
2. 了解一般宴会服务宴会服务过程中的礼仪
3. 自助餐宴会服务
Warming up
1. Memorize the cooking verbs
blanche bake
blend chop
boil heat
simmer mash
dice skewer
deep fry slice
tossed salad stir/mix
pour peel
sauté sprinkle
情景实训 1 确定宴会计划
Ruth 小姐为她的父亲大寿预订了宴会，她现在正和宴会部经理讨论宴会计划。她要
求酒店方提供娱乐、生日蛋糕和蜡烛。你告诉她酒店提供 DJ，乐队或背景音乐，生日蛋
糕和蜡烛是送的。Ruth 小姐同时也咨询了关于装饰布置的事宜，你告诉她酒店方提供各
种各样适合各个年龄的生日气球和彩带。
Situational Training 1 Lay Down the Banquet Service Proposal

Miss Ruth has made a banquet reservation for her Dad. birthday and now she and the
banquet manager are laying down the service proposal. She asks the hotel to provide
entertainment and birthday cake and birthday candles. You tell her that the hotel provides DJs,
live bands, or background music, and birthday cake, and the birthday candles are
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complimentary. Miss. Ruth also asks about the decorations, and you tell her you provide a wide
variety of birthday balloons and streamers appropriate for people at any age.

Wedding banquet
We can provide a wedding cake and wedding sweets.
我们可以提供结婚蛋糕和喜糖。
We can also provide an MC for the event.
同时我们还提供结婚主持人。
The MC will announce the couple and introduce the speechers.
主持会宣布新婚夫妇进场，并且介绍演说人。
We can offer champagne for the toasts.
我们提供香槟酒。
Would you like us to announce the couple?
你希望我们宣布新婚夫妇进场吗？
We can provide you with a wedding photographer.
我们可以向你们提供一个婚礼摄影师。
The rooms come with basic wedding decorations.
房间要有基本婚礼的装饰。
If you would like to bring additional decorations, we can hang them up for you.
如果你想带上另外的装饰品，我们可以帮你挂上。
Would you like to have some entertainment?
你想要一些娱乐节目吗？
We can organize a band, a DJ or background music.
我们可以提供一个乐队，DJ 和背景音乐。
Birthday banquet
We can set up a table for the gifts.
我们可以准备一个放礼物的桌子。
We can provide birthday party favors for the guests.
我们还为生日宴会的客人准备了礼物。
We can provide typical party games if you like.
如果你愿意，我们可以提供经典的派对游戏。
Would you like some balloons?
你们喜欢气球吗？
We can also provide complimentary candles for the birthday cake.
我们还免费提供生日蛋糕用的蜡烛。
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Sample Dialogue 1
(A=Ruth; B=Waiter)
A: I’d like to ask you some questions about the services you provide for my Dad’s birthday
banquets.
B: Sure.
A: Do you provide entertainment?
B: Yes, we can provide DJs, live bands, or background music.
A: Very good. Do you provide birthday cakes?
B: Yes, we have a fantastic bakely on staff that bakes amazing birthday cakes.
A: Do you provide birthday candles with cake?
B: We provide complimentary birthday candles with the purchase of a birthday cake.
A: Good. How about birthday decorations?
B: We have a wide variety of birthday balloons and streamers (飘带) appropriate for people at
any age.
A: OK. I think that’s all the questions I have for now. Thanks for your time.
B: You’re welcome.
学以致用

情景对话实训
(A=Waiter; B=Guest)
A: Good afternoon. Banquet Reservations. May I help you?
B: Yes, 1 (我要在预订一个包间举行宴会) at 6:30 p.m. tomorrow.
A: Would you like Chinese, Western, Japanese or Korean cuisine?
B: 2 . (我要点中国菜。)
A: For how many people?
B: Let me see. 9 persons.
A: Yes, sir, 9 persons. How much for food per person? 3 (每个包间的最低消费) is
100 yuan per person.
B: 120 yuan per person.
A: 120 yuan. And 4 ? (想点什么酒水？)
B: Just get ready Henessy X.0. We’re going to order other drinks at the dinner time. All the
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drinks are on consumption basis（所有酒水按实际消费另加）.

A: Yes, sir 5 ? (先生，请问您贵姓？)
B: John Smith
A. Yes, John Smith and your telephone number?
B: 660-782-19.
A: We’ll be sure to fax you the menu with the name of the banquet room, Mr.Smith. 6 ? (还
想点别的东西吗？)
B: No, thanks.
A: So, the reservation is made by Mr. Smith, a Chinese banquet for 9 people at 6:30 p.m.
tomorrow evening. 7 . (价位是每人 120 元含酒水费。) We’ll prepare Henessy
X.O.
B: That’s fine. Thank you.
A: My pleasure. We look forward to seeing you tomorrow evening, Mr. Smith.

Kang Hong is now a clerk of the Banqueting Service Office. He is discussing with Mr.
Cooper about some further details of banquet ordering. After reading the two menus carefully,
he decides to have menu B as the main dish, and he’d like to replace the Beef slices with Roast
Suckling Pig. And he prefers to serve each guest a small clay pot of the Shark’s Fin Soup, the
last main dish is Steamed Mandarin Fish. Kang Hong also tells Cooper the Suckling Pig will be
charged an extra of 200yuan and he also recommend some drinks to Mr. Cooper. Finally he
asks for 2 000yuan as deposit.
情景实训 2 自助餐宴会服务
六位客人将会参加计算机科学论坛的自助餐。你是伺候他们的服务员。你让他们给
你看餐牌并让他们就坐。他们宁愿坐在前面。你告诉他们自助餐餐台、银餐具和盘子在
那边。饮料在东面。一会儿之后，你来收他们用过餐的盘子。其中一位客人告诉你他去
取餐的时候，薯条快没有了。你告诉他们你马上去增添薯条。离结束还有 15 分钟，你去
通知他们结束时间并请他们去取食物。然后你给他们一份小礼物并道别。
Situational Training 2 Serving in a Buffet Banquet

Six guests are coming to join in the Computer Science Forum Buffet. You are the waiter to
serve them. You ask to see their badges and seat them. They prefer to sit in front. You show them
the main buffet table is over there, as well as silverware and dishes. Drinks are by the east wall.
A moment later, you come forward to take away their finished plates. One of the guests
informs you that the French Fries were running low the last time they went up. You reply to
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refill them.
When there is 15 minutes left for the end, you come forward to inform them of the closing
time and let them take their next serving. Then you bring them a little gift and say good bye.

It’s over there. Beside the juice machine.
就在那边，在榨汁机的旁边。
There is the main buffet table there. And you can get silverware and dishes there as well.
那里有主自助餐桌，你也可以在那里拿餐具用餐。
Help yourself and enjoy them.
别客气，好好品尝。
Excuse me. Are you finishing with these plates?
不好意思，请问你用完这几盘了吗？
Thanks for letting me know. I’ll go and get some more.
谢谢你告知我，我会去拿多一些来。
Sample Dialogue 2
(A=Waiter; B=Guests)
A: Good morning. Welcome to the Computer Science Forum Buffet. How can I help you?
B: We are the guests here.
A: Yes. Would you produce your badges, please?
B: Here they are.
A: Thank you. Six, please?
B: Yes, a table for six.
A: Where would you like to sit?
B: We’d like to sit in front. It’s great here.
A: There is the main buffet table there. And you can get silverware and dishes there as well.
Drinks are by the east wall. Help yourself and enjoy them.
B: Thank you.
(A moment later)
A: Excuse me. Are you finished with these plates?
B: Yes, except for this one. I’m still working on it.
A: Would you mind if I took the rest of these plates away?
B: Not at all. By the way, the last time we went up, we noticed that the French Fries were
running low.
153
A: Thanks for letting me know. I’ll go and get some more.

(15 minutes till the end)
A: Excuse me, our buffet will close in 15 minutes. If you want anything more, would you
please take your next serving?
B: OK, I’ll get some fruits.
A: Our restaurant have a little gift for you. Thank you for having our buffet.
B: Thank you so much, it’s very kind of you.
A: This is with our compliments./This is on the house.
学以致用

情景对话实训
(A=Waiter; B=Anderson)
A: Good morning. Welcome to Rose Restauruant.
B: Good morning. A table for three, please.
A: I am afriad 1 (所有的位置都坐满了). Would you mind 2 (等一会)？
B: Yes, I will wait.
A: 3 ? (请问您贵姓？)
B: Yes, it’s Anderson.
(After a while...)
A: We have a table for you now, Mr. Anderson.
A: 4 . ( 我带你入座。 ) This way, please. 5 . ( 请坐。 ) We are very
sorry 6 (耽搁了你的时间).
B: Fine.
A: We have both buffet-style and a la carte dishes. Which would you prefer?
B: Buffet, please.
A: The buffet is over there. 7 . (请自己动手。)
B: Thanks.

Now, Mrs. Ruth’s dinner party has almost come to an end, then the waiter serves the
birthday cake with some tiny candles and Mrs. Ruth’s name on it and says congratulations to
Mrs. Ruth. She feels very happy and tells the waiter she can read the Chinese on the cake and
says that she will light the candles herself.
154
Mind Map
Sum up the main points of the service producer of serving in a buffet banquet.
实训项目四处理投诉
Dealing with the Complaints
知识目标
应会应知
1. 沉着应对各种情况下的客人投诉 1. 面对客人投诉的基本礼仪
2. 正确的处理方式和语气 2. 可能的补救措施
Warming up
Discuss with your classmates what are the necessary techniques we can use to deal with the
dissatisfied customers. Make a list of those techniques.
● Be patient with the customer.
● __________________________________________
● __________________________________________
● __________________________________________
● __________________________________________
● __________________________________________
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情景实训 1 糟糕的服务
一位顾客向你投诉迟迟不上菜。他已经等了 20 分钟了。你是负责处理投诉的服务员，
你让他多等 3 分钟。你上菜并道歉。当你给他账单的时候，顾客发现了一个错误。炸鸡
的 80 块钱被退回。你于是要回去改账单。
Situational Training 1 Bad Service

A customer is complaining to you about the late food. He has been waiting for 20 minutes.
You are the waiter to handle it and let the customer wait another 3 minutes. Then serve the dish
and say sorry. When you bring the bill, the customer finds a mistake. The 80 yuan for fried
chicken has been taken back. So you go back to correct the bill.

What the customers say:
We’ve been standing here for 20 minutes, but no one showed us to our table.
我们站在这里已经有 20 分钟了，但没有人给我们安排餐桌。
We’ve been sitting here for a while, but no one came to serve the table.
我们坐在这里一段时间了，但没有人过来给我们服务。
We came here before they did. How come they were served first?
我们比他们先来，为什么先服务他们？
I did phone to make a reservation yesterday why you cannot find my name on the list?
There must be a mistake.
昨天我已经通过电话预订了。为什么在预定清单里找不到我的名字?这肯定是搞错了。
Why is it taking so long for the food to arrive?
为什么要花这么久食物才送到？
There is a mistake with the order/bill.
菜单/账单搞错了。
You overcharged me.
你多收了我的钱。
Excuse me, you forgot my (dish’s name) again.
对不起，你又忘了我点的菜。
Your staff was rude/impolite.
您的员工很粗鲁/无礼。
I don’t like your attitude.
我很不喜欢你的服务态度。
156

We’re a bit short on staff this evening.
今天我们的工作人员有点紧缺。
I’m sorry. The kitchen is very busy today.
对不起，今天的厨房非常忙。
We’re sorry for the delay.
我们很抱歉耽搁了您。
I’m sorry to have kept you waiting, sir.
先生对不起，让您久等了。
Your order is ready now. We will set it up immediately.
您的菜已经准备好了。我们马上给您送上。
Your order will be with you very soon.
您的菜很快就被送上的。
It takes longer to cook the duck. Would you like to change your order if you’re in a
hurry?
煮鸭肉要花很长时间，如果您时间很紧的话，您是否愿意换另一道菜？
Your lamb is being cooked. I’m afraid it’s too late to cancel it.
您的羊扒已经煮熟了。恐怕不能取消这道菜了。
Would you wait about 5 minutes, please?
请您等大概 5 分钟，好吗？
I’m very sorry, sir. All the tables are occupied now. I hope you can understand.
我非常抱歉，先生。我们的位置已经坐满了。希望你能理解。
Please wait a moment while I correct the bill.
请您等一下，让我改正一下您的帐单。
I’m very sorry for the mistake. Here is the right change.
我对我犯的错误感到非常抱歉。这是正确的零钱。
Sample Dialogue 1
(A=Guest; B=Waiter)
A: Excuse me. I ordered some food about 20 minutes ago. Could you see if it’s ready? I’m in a
hurry.
B: I’m sorry, Miss. I’ll check your order with the chef.
(Another 15 minutes)
A: Excuse me. My meal still hasn’t come. Why did it take so long?
B: I’m pretty sorry for the delay, Miss. We’re a bit short on staff and full house tonight. But
your meal is coming right away. Could you wait about 3 minutes, please?
A: Please be quick.
157
(Bring dishes)
B: Your meal, Miss. I’m very sorry to have kept you waiting. Please enjoy your meal.
( One hour later)
A: Can I have the bill, please?
B: Yes, here it is, Miss.
A: Mmm… but I think there is mistake with the bill. What’s the 80 Yuan for?
B: That’s for the fried chicken.
A: We don’t have fried chicken. Do you remember I asked you to take them back?
B: Oh, yes. I’m terribly sorry, Miss. Was there anything else?
A: That’s all right except for that.
B: I’m sorry Miss. Please wait a moment while I correct the bill.
学以致用

情景对话实训
A:Waiter, You forgot my drink.
B: Excuse me, sir. Did you order 1 (当地啤酒) or 2 (进口啤酒)?
A: Neither of them. I ask for 3 (一杯红酒).
B: I’ll be right back, sir.
A: The glass is 4 (有裂痕). Would you change one for me?
B: Sorry, sir. I’ll bring you another one.
A: By the way, 5 (桌上没有烟灰缸).
B: I am sorry, sir. I’ ll bring you one.
A: 6 ? (我能要一些牙签吗？)
B: Certainly, sir. I’ll bring some.
Serve the Wrong Dish
The guest complains that the waiter has served the wrong dishes. He orders Roast Beef
but he gets Fried Oysters. He doesn’t want to change the order, so the waiter apologizes to the
guest and promises to get his order right away.
158
情景实训 2 难吃的饭菜
你正在给一位女士上咖喱牛肉，但她说她点的是咖喱虾。你道歉并让厨房马上去做
咖喱虾。然后她又很生气的投诉说菜太难吃了，蔬菜都煮得太烂了，而且汤里有一根头
发。你马上道歉并将菜拿回厨房并重新再为她做一次。但这位顾客很生气并要求见经理。
经理赶来并道歉。这顿饭免费提供给这位女士并送她 100 元的餐劵。
Situational Training 2 Bad Food

You are bringing a Beef Curry to a lady, but she says she ordered a Shrimp Curry, not Beef
Curry. You say sorry and ask the kitchen to make Shrimp Curry right away. Then she is
complaining angrily about the bad food that the vegetables are completely overdone and there
is a hair in her soup. You say sorry and get all those back to the kitchen and get new ones. But
the customer is so angry that she wants to see your manager. The manager comes and says
sorry. He offers this meal is on the house and also gives a RMB 100 coupon for the next visit.

I ordered a large( dish’s name), but you brought me a small one.
我点了一份大的（菜名）
，但你给了我一份小的。
I don’t think I ordered this./I didn’t order (dish A), I ordered (dish B).
我没有点这个。我没有点……，我点的是……。
I only order one of this.
我只是点了一份这个。
We ordered two of this, but you only brought me one.
我们点了两份这个，但你只给了一份。
This is not the right flavor/size/side dish.
这菜的味道/份量/煮法不对。
The food is off.
这食物不新鲜。
The food has a funny/weird smell.
这食物闻起来很有趣/古怪。
The food has been sitting there for too long.
这食物放得太久了。
The food is too salty/sweet/heavy/greasy.
这食物太咸/甜/重口味/油腻了。
159
The food is too light/has no taste.

这食物太淡/没有味道。
The food is still cold.
这食物还是冷的。
The food is overcooked/undercooked.
这食物煮得过熟了/没有煮熟。
The food is poisoning.
这食物有毒。

Would you tell me what’s wrong, sir?
先生，请问有什么不妥吗？
Sorry for the mix-up.
很抱歉搞混淆了。
I’m sorry. I might have made a mistake. Could you repeat your order again?
很抱歉。我可能搞错了。您能重复一次您点的菜吗？
I’ll check with your waiter right now.
我马上向您的服务员核对一下。
I’m very sorry, but our turkey is sold out. Could I get you chicken instead?
我很抱歉，但我们的火鸡已经售完了。您介意用鸡肉代替吗？
If you don’t like the taste of it, perhaps I could get you something else?
如果您不喜欢它的味道，或许您能尝试其他的？
I’m afraid not. Once it’s ordered and served, it cannot be exchanged.
恐怕不行。一旦点的菜上了桌，是不能换的。
I’ve checked with the kitchen. There isn’t anything wrong with the seafood salad.
我已经检查过厨房了，海鲜沙拉没有任何问题。
No problem. I’ll send this back to the kitchen and get you a new one.
没问题，我马上将这个送回厨房并重新为你做一个。
I’ll make sure the same mistake won’t happen again.
我保证同样的错误不会出现第二次。
Please wait a moment. I’ll ask the chef to explain to you.
请稍等一会，我叫我们的厨师向你解释。
I will certainly give your opinion to our manager.
我一定会向经理反映你的意见。
What the manager say:

Do you wish to try something else?
请问你还要试点什么吗？
160
Sorry to hear that. This is quite unusual. I will look into the matter.
很抱歉，这个问题很不寻常，我会深入调查的。
Please accept my apology on behalf of the hotel/restaurant.
希望你能接受我代表我们酒店⁄餐厅的道歉。
We will be reimbursing you for your meal.
我们会赔偿你的餐费。
Here are two vouchers for complimentary meals.
这是两张免费的正餐餐券。
Your next meal will be on the house.
你下次用餐免费。
Would you like to try something else? With our compliments, of course.
请问你还想要别的什么吗？当然可以使用我们的优惠。
I’m sorry you didn’t enjoy it.
我很抱歉你不喜欢。
Your meal is on the house. Please accept our apology.
你的用餐免费，请接受我们的歉意。
We will do all we can to improve the quality of our food.
我们会竭尽全力提高食物的质量。
Sample Dialogue 2
(A =Waiter; B=Guest; C=Manager)
A: Here is your Beef Curry, miss.
B: This isn’t what I ordered!
A: What was your order?
B: I ordered a Shrimp Curry, not Beef Curry.
A: Oh! I’m really sorry. There is a mistake on the order. I’ll ask the kitchen to make you a
Shrimp Curry right away. (a moment later)
B: Excuse me, waiter!
A: Yes. What can I do for you?
B: Well, I think there is something wrong with my food!
A: Oh, what is the matter?
B: The vegetables are completely overdone.
A: They do look somewhat burnt.
B: And furthermore, there is a hair in my soup!
A: Oh, that’s bad. I’m sorry. I will get all these back to the kitchen and get you new ones
straight away.
B: This is very annoying. I’d like to see your manager.
161
A: OK. (The manager comes)

C: Our staff just explained to me what has happened. We’re terribly sorry, and we will make
sure the same thing doesn’t happen again.
B: I’m not very happy with the quality of the food here. I think there is a lot your restaurant
should work on.
C: Yes, yes. I’m sorry that you didn’t enjoy your meal here. This time your meal is on the
house. You’ll also be given a RMB 100 coupon for your next visit.
B: That’s more like it. I hope I’ll have a better time dining here next time.
学以致用

情景对话实训
(A=Stephen Nobel (Guest); A=Jane (Waitress))
A: Excuse me, Waiter!
B: 1 ? (您吃的满意吗？)
A: No. The fish was recommended, but it is not very fresh.
B: 2 . (真对不起，我给您换一盘｡)
A: So what? It is not fresh and I am not happy about it.
B: 3 . (很抱歉，先生｡您想要试其他东西吗？我们可以免费送您食物｡)
A: No. I don’t want to try something else, and find it is not fresh again.
B: 4 ? (来一份美味的甜食，免费送您，好吗?)
A: I am not so keen on desserts as a habit. They are fattening.
B: 5 . (好，先生，这是您的账单｡请在账单上签名，我保证您下次来的时候一切
都会好的｡)
A: Don’t be so sure of it yet. I am very critical and demanding.
B: I have very confidence in our chef. Just give us another chance.
A: 6 . (好的，我会再来的。)
B: 7 . (非常感谢，先生。)

Mr. Anderson complains to you about the food. He wants the steak to be well done, but it
is raw and cold so he wants it to be cooked more in a hurry. You make an apology to Anderson
and promise to deal with it right away.
162
情景实训 3 令人不舒服的用餐环境
一位顾客感到冷并要求将空调温度调高。你解释说酒店用的是中央空调，所以你不
能调高温度。你建议她穿上大衣但她并不想。于是你建议她换一张桌子，但她还是不愿
意，因为那张桌子离门口太近了。最后她终于同意换到窗边的一张桌子，你帮她就坐。
Situational Training 3 Unpleasant Dining Environment

A customer is feeling cold and requests to turn up the air-conditioning. You explain that
the hotel is central air-conditioned so you cannot turn up. You suggest that she should put on
her coat but the customer doesn’t want to. Then you suggest changing the table over there, but
she still doesn’t want to because it’s too close to the door. Finally you two agree to change to
the table by the window, and you seat the customers.

It’s too hot/cold/bright/dark in here.
这里太热/冷/亮/暗了。
Your air-conditioner/heater doesn’t seem to be working.
你的空调/暖气似乎坏了。
It’s very smoky near the kitchen. Could you move me to another table?
这里靠近厨房非常多油烟。你可以安排我到另一张桌子吗？
It’s too noisy in here.
这里太吵了。
Could you ask them not to talk so loudly?
你可以告诉他们不要说话太大声吗？
Could you turn down the volume a little bit? The music is too loud.
你可以关小音量吗？这个音乐太大声了。
This glass/bowl is cracked/broken.
这个玻璃杯/碗有裂缝/破碎了。
This dish is dirty.
这碟很脏。
I found a bug in my plate/soup/drink.
我发现有虫子在我的盘子/汤/饮料里。
There’s no water/soap/toilet paper in the washroom.
在厕所里没有水/肥皂/卫生纸。
The washroom (floor) is quite dirty.
这个厕所（地板）非常的肮脏。
163

Do you want to change to that table? A moment please. I’ll ask if it is reserved.
你想要更换到那张桌子吗？请稍等，我去问是否被预定了。
I’ll move you to the non-smoking area as soon as it’s available.
非烟区一有位子，我就尽快安排你去。
I’ll bring you another one right away.
我会马上再给你拿一个。
I’ll see what I can do.
我想想我可以做什么。
I’m afraid I cannot turn up the air-conditioning, because our hotel is central air-conditioned.
Would you mind putting on your coat?
我恐怕不能开大空调，因为我们酒店的空调是中央空调。您介意穿上你的外套吗？
Sample Dialogue 3
(A=Waiter; B=Guest)
A: What can I do for you, madam?
B: It’s too cold here. Could you please turn up the air-conditioning a bit?
A: I’m sorry. I cannot turn up the air-conditioning, because our hotel is central air-conditioned.
Would you mind putting on your coat?
B: Well, I don’t particularly care for eating with my coat on.
A: Then, how about sitting over there?
B: It’s too close to the door.
A: Would you like to sit by the window?
A: Yes.
B: OK. Follow me. This is your seat, madam. Do you like it? You can also eat your meal while
enjoying outside views.
A: Better. Thanks.
学以致用

情景对话实训
A: Hello, waiter.
B: What can I do for you?
164
A: It’s 1 . (靠近厨房油烟很重。) Could you move me to another table?

B: Yes, 2 . (我要看看是否都有人预订了。)
A: I’d like to move to 3 . (我想要个包厢的桌位。)
B: Sorry, there is 4 (包厢没有空桌位了). Could you move to the table by the window?)
A: No, 5 . (那里太吵了。)
B: I’m sorry for that, but I can ask them 6 (不要这么高声谈话).
A: That may be fine. I’ll follow you.
B: Then, this way please.

A guest complains that his table is near the toilets and asks to change to another one. But
all the tables are occupied at the moment. The waiter asks the guest to wait for the vacancy. A
few minutes later, there are two tables available: one is in the non-smoking area; the other is by
the window. The guest prefers the one in the non-smoking area.
情景实训 4 突发情况
你不小心把咖啡洒到客人的身上。你马上拿出布帮给他擦干净并提出 30 分钟内帮他
洗好西装。
Situational Training 4 Emergency—Drinks Are Split on Guests

You carelessly split the hot coffee on a guest. You handle the situation to bring clothes and
offer to clean the suit in 30 minutes.
Usefull Words and Expressions

Please believe me. I didn’t do it on purpose.
请相信我不是故意的。
I’ll bring you clothes immediately.
我马上拿件衣服给您。
May I clean it up for you?
我可以为您清理吗？
We are very sorry to have caused you this trouble.
很抱歉为您带来不便。
I’m sorry to have spoilt your evening.
很抱歉破坏了您这个夜晚。
165
Sample Dialogue 4
(A=Guest; B=Waiter)
A: Look, what you’ve done!
B: I’m sorry, sir. I’ll bring you clothes immediately. Have you been scalded?
A: No, I’m OK. But the suit is dirty, and I have an important appointment this afternoon.
B: I’m terribly sorry about it. Please believe I didn’t do it on purpose. May I clean it up for
you?
A: I should think so. But how long will it take and how can I get my suit back?
B: Don’t worry, sir. It only takes 30 minutes. We have arranged a room for you where you can
wait until your suit is dry-cleaned.
A: All right.
B; I am sorry for the inconvenience.
A: That’s OK.
学以致用

情景对话实训
A: Are you the hotel guest?
B: Yes. Why?
A: We will 1 (安排为您洗衣服). May I accompany you to your room and change
clothes there?
B: All right.
A: 2 ? (能提供以下你的房号？)
B: Yes, it’s 1234.
A: After you, sir. 3 . (很抱歉给您带来这么大的麻烦。)
B: Yes, 4 . (是有点讨厌。)
A: Could you change colthes, sir, and 5 . (把弄湿的衣服给我去洗。)
B: O.K. Wait for a minute.
A: Thank you , sir. May I have your name, please?
B: Yes, it’s Anderson. 6 ? (洗衣服要花多长时间？)
A: 7 (我们会把洗好的衣服给您送去) by twelve noon tomorrow.
B: 8 ? (能否洗快点？)
166
A: I am afriad our laundry is closed now.

B: I see I will have just to wait then.

Drinks are split on the guest when the waiter serves the guest. The waiter says sorry and
brings clothes to the guest in a hurry. When the waiter wants to clean it up for the guest, he
refuses it and just does it himself and asks the waiter to be more careful next time. The waiter
gives his card to the guest and asks him to send them the cleaning bill and they will refund the
cost to him.
Mind Map
Sum up the main points of the service producer of dealing with the complaints.
实训项目五酒吧服务
Bar Service
知识目标
应会应知
1. 熟知酒吧服务基本流程 1. 预订服务过程中的礼仪
2. 正确应对醉酒情况 2. 酒水类型、名称和酒水的一般知识
3. 推荐酒水 3. 小吃类型和名称
167
Warming up
Have you ever noticed that the bartender in the bar is very handsome? How about changing
into a female one?
Do you know how to serve as a bartender in English?
Your answers:
情景实训 1 引客服务
Ruth 先生和他的朋友没有订座就来到了酒吧。你安排他们在窗边的一张桌子就坐。
Situational Training 1 Leading in the Guest

Mr. Ruth and his friend come into the bar without a reservation. You seat them to a table
near the window.

When greeting the guests, hostess should always remember to ask the guests about
their number, reservation information, seat preference, etc.
Have you got any reservation? 您有预订吗？
How many persons? 有多少个人？
Will this table do? 这张桌子行吗?
If the guest is not satisfied with the place, you should say:
Just a moment please, I will arrange another table for you.
请稍等，我将安排另一张桌子给您。
According to the law, only adults are allowed to dine in the bar; if you are not sure
whether the guest is over 18 years old or not, you could ask in this way:
May I see your identification?
我可以看下您的身份证吗？
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Sample Dialogue 1
(A=Hostess; B=Ruth)
A: Good evening, Sir. Welcome to our bar!
B: Good evening.
A: Do you have a reservation?
B: No, I don’t.
A: OK. How many people are there in your party?
B: Two.
A: Would you prefer smoking area or non-smoking area?
A: Smoking area, please.
B: This way please. Mind your step.
A: Would you like to sit near the window or by the bar counter?
B: Near the window I think.
A: Is this seat all right?
B: Sure. Thank you very much.
A: My pleasure.
学以致用

情景对话实训
Complete the following dialogue according to the Chinese given in the brackets then
reading the dialogue in roles.
A: Good evening, sir. Welcome to the Rose Restaurant.
B: Thank you.
A: 1 ? (先生，您有没有预约？)
B: Yes. 2 . (我在非吸烟区预订了一张桌位。)
A: May I have your name, please?
B: Yes, it’s Anderson.
A: Mr. Anderson, 3 . (我们正在恭候你的大驾。) This way, please.
B: OK.
A: 4 ? (这一桌行吗？)
B: This is just fine.
A: 5 ? (先生，请坐) Would you care for 6 (一份开胃酒).
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Mr. Anderson wants a table for four, but he doesn’t have a reservation. It’s a peak time.
The waiter is very busy. He asks him to wait for an hour or so and to have a drink in the lounge
while waiting and promises to accommodate his party as soon as possible.
情景实训 2 点酒和送酒服务
Ruth 先生正在下单并问你有什么建议。你问他们想喝酒或哪种饮料。他们喜欢水果
味的鸡尾酒，不要太强烈。你建议他们喝蓝色夏威夷。于是他们点了蓝色夏威夷和冰镇
生啤。你向他们推荐一些零食，如：果仁、薯片、爆米花、花生、洋葱圈、牛肉干、三
文治和热狗等。他们点了些爆米花和花生。几分钟后你给他们上酒和零食。
Situational Training 2 Taking Orders and Serving Wines

Mr. Ruth is ordering and asks you to recommend the drinks. You ask them which kind of
drink is their preference. They prefer cocktails, with a fruity flavor and not too sharp. You
recommend a Blue Hawaii. Then they order a Blue Hawaii and an ice-cold draft beer. Then you
recommend some snacks, nuts, fries, popcorn, peanuts, onion rings, beef jerky, sandwiches and
hot dog. They order some popcorn and peanuts. Then you serve their order in a few minutes.
Useful Word and Expressions

You can use the following expressions to ask what the guest would like:
What would you like, ladies and gentlemen?
先生，女士，要点什么呢？
Would you care for something to drink?
您要喝点什么？
May I take your order?
可以点菜了吗？
What is your pleasure, sir?
先生，您喜欢什么？
Are you ready to order now?
您要点菜了吗？
When you are asked for suggestions, you could say:
当别人问你一些建议时，你可以说:
Why not try…?
为什么不试试看……？
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What about…?
那……怎么样？
Then I would recommend… 那么我建议……
We have soft drink, fresh juice, mineral water and spirit. What would you like?
我们这里有软饮料、鲜果汁、矿泉水和白酒，您想要点什么呢？
We have San Miguel on tap and Tsing Tao in bottles.
我们有散装的生力啤酒和瓶装的青岛啤酒。
We have different kinds canned and bottled beers, as well as draft beer and black beer.
我们有各种罐装和瓶装啤酒，以及生啤酒和黑啤酒。
Tsing Tao is our local beer. It is well known around the world. It is inexpensive and
tastes excellent also.
青岛啤酒是我们本地啤酒。世界闻名，物美价廉。
Do you like bottle beer or draught beer?
您想要瓶装啤酒还是散装生啤酒？
Would you like local beer or imported beer?
您要本地啤酒还是进口啤酒？
Mao Tai is much stronger than shaoxing rice wine.
茅台酒比绍兴米酒更浓烈。
I think ice would spoil its original taste.
我想冰块会破坏其原来的口味。
Further Special request for the drink:

How would you like the whisky, straight or on the rocks?
您喜欢怎样饮用威士忌酒呢？是不加冰还是加冰呢？
We sell mini, quarter and half bottles, sir. Which would you prefer?
先生，我们有提供迷你瓶装的，四分之一瓶装的，半瓶装的，您想要哪种类型呢？
How many glasses will you need?
您需要多少杯呢？
Would you like your Gin and Tonic with ice, sir?
先生，您的杜松子酒要加冰吗？
Which brand of champagne would you prefer, sir?
先生，您喜欢哪种牌子的香槟酒呢？
Explain the menu:

“Bourbon on the rocks” is Bourbon whiskey on ice cubes.
“冰镇波本威士忌”就是波本威士忌酒加冰块。
The base of Old Fashioned cocktail is whiskey.
古典鸡尾酒的基本成分是威士忌。
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Kahlua is a kind of liqueur.

咖啡酒是一种利口酒。
This bottle of wine has been preserved for twenty years.
这瓶酒已经保存了二十年了。
The minimum charge for a 200 people cocktail receptions is 6 000 Yuan, including
drinks.
这场两百多人的鸡尾酒会的最低价格是六千元人民币，包括酒水。
There is a floor show in our pub. Would you like to see it?
我们的酒吧将有一场夜总会的歌舞表演，您有兴趣前来观看吗？
Miss/Mr. Li is regarded as one of the best barmaid/bartender in the hotel.
李小姐/先生被公认为我们酒店最好的调酒师。
Do confirm after you get all the order information by repeating the orders. For
example:
“You have ordered a sweet Martini cocktail and crisps, is that all?”
你点了一个马丁尼鸡尾酒和薯条，还有吗？
Tell the guest the food and drinks will be served soon with:
告诉客人酒水和食物很快就上：
Just a moment please.
请稍等。
Your order will be coming up immediately.
你点的菜很快就会为你上了。
They’ll be ready in a minute.
他们很快就会为你上菜。
I’ll be right back.
我马上回来。
While seeing the drink glass is empty or under 1/4, you should say:
Would you like me to pour/add some more wine for you, sir?
先生，请问需要我为你添酒吗？
Can I offer you another bottle of beer?
请问你需要多一瓶啤酒吗？
Your bottle of wine is finished. Would you like one more bottle?
你那杯酒已经喝完了，请问你需要多一瓶吗？
The same again, sir?
先生，再来一杯吗？
How about the other half?
再来半杯吗？
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Sample Dialogue 2
(A=Waiter; B=Ruth)
A: What can I get for you?
B: Can we have the beverage list first?
A: Sure. There you go. Take your time.
B: Thank you. We’d like to have something sweet to drink. Could you please recommend
something?
A: Do you have any preference? Alcoholic? Non-alcoholic? Or soft drinks?
B: We’d prefer cocktails. Do you have anything with a fruity flavor, not too sharp?
A: Yes. How about a Blue Hawaii? Most ladies like its fruity taste and beautiful color.
B: Well… a Blue Hawaii for my friend. I’d like an ice-cold draft beer.
A: All right. Do you want some snacks with the drinks?
A: Sure. What do you have?
B: We have nuts, fries, popcorn, peanuts, onion rings, beef jerky, sandwiches and hot dog.
A: We’ll have some popcorn and peanuts. Thanks.
B: OK. Your drinks and snacks will be ready in a moment.
(a few minutes later)
A: Sorry to have kept you waiting. Here is Blue Hawaii for this lady, and ice-cold draft beer for
you. And here is a plate for popcorn and peanuts.
B: Thanks.
A: You are welcome. Enjoy your drink.
学以致用

情景对话实训
(A=Barman; B=Guest)
A: 1 ? (您愿意看看酒单吗?)
B: Yes, please.
A: Here you are, sir. 2 ? (您想要点什么酒？)
B: Is whisky good?
A: Yes, sir. 3 . (威士忌好极了。)
B: Whisky, please.
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A: 4 ? (想要什么品牌的?）
B: 5 . (苏格兰。)
A: How would you like it?
B: 6 . (用苏打调制着喝。)
A: Anything else such as nuts and crisps?
B: 7 . (来一些油炸薯片吧。)
A: Very good, sir.

The waiter is serving the meal. He recommends some wine to the guest. He hands the
wine list to the guest and recommends Chablis(白葡萄酒) and Muscatel(麝香葡萄酒) to go
very well with his oysters(与牡蛎配着吃). The guest orders half bottle of Muscatel.
情景实训 3 倒酒服务
你正在为客人倒酒。首先你要向客人展示酒的牌子和年份，然后取走木塞，慢慢地
倒出来同时让客人闻到酒的香味。你让客人尝尝酒的味道并问他们酒的味道。最后你离
开并希望他们好好品尝美酒。
Situational Training 3 Pouring Wine Services

You are pouring the wine service. Firstly, you show the brand and the year to the guest,
then take away the cork and pour it slowly and let the guest breathe. Then let the guest sip the
wine for a taste and ask how it is. Finally you leave and say enjoy their drink.
Now, please stimulate a dialogue according to the situation

If the guest orders a whole bottle of wine, testing the wine is very important.
Before opening and pouring the wine for the guests, you show the bottle to them to
confirm the brand and the year preserved.
Your Red Burgundy, sir. And this is the preserved years. May I serve it now?
先生，这是你的红葡萄酒，和这是你指定的珍藏年份。我现在能为你倒酒吗？
Once approved, you open the wine, decant in the glass and ask how the smell is.
May I decant it now to allow it to breathe? How is it, sir?
我现在可以将酒倒出来让您闻闻吗？先生，气味如何？
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And then give the glass for the guest to taste.

Please taste it, sir. Is it all right?
先生，请品尝，味道如何？
Getting the guest approval, you leave with:

Enjoy your drink, sir.
先生，请慢用。
You can ask generally like:

How is the taste/color/bouquet/temperature/… of the wine?
酒的味道/颜色/香味/温度/……如何？
If this wine is not OK to the guests, you must apologize and get the proper wine back.
如果客人觉得这酒不太好，你应该向客人道歉并把适合客人要求的酒拿来。
Sample Dialogue 3
(W=Waiter; G=guest)
A: (Shows the brand and the year to the guest) Your Red Burgundy, sir. May I serve it now?
B: Yes, please.
A: I’ll put the cork here. ( Pours wine) May I decant it now to allow it to breathe? How is it,
sir?
B: Excellent!
A: (Gives a sip to the guest) Please taste it, sir. Is it all right?
B: Wonderful!
A: Enjoy your drink, sir.
学以致用

情景对话实训
read it in roles.
(A=Waiter; B=Guest 1; C=Guest 2)
A: Good evening, sir. Welcome to Grand View Hotel.What can I get for you?
B: 1 . (我想要杯杜松子酒。)
A: A gin and tonic. Would you like 2 ? (要加冰块和柠檬吗？)
B: Yes, please. 3 . (加一块冰吧。)
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A: And you, sir? 4 ? (你要喝点什么？)

C: What kinds of whisky (威士忌) have you got?
A: We’ve got Irish whisky, rye (黑麦), bourbon(波榜) or malt. (麦芽) Or I can …
C: 5 . (我要大杯的波榜。)
A: 6 . (加冰还是直饮。)
C: Straight up, please. 7 . (不加冰也不加其他任何东西。)
K: Certainly, sir. Here you are. Enjoy your drinks.

The waiter begins to serve the Muscatel and his red Burgundy to the guest. He asks the
guest to taste, decants the wine and allow it to breathe.
情景实训 4 买单
Situational Training 4 Paying the Bill

Mr. Ruth asks you to bring the bill. It totals RMB248. He wants to use credit card and to
charge it to his room 1208.

You can use the following expressions to assist the guest to pay the bill:
Just a moment please, I will calculate that for you. Thank you for your waiting, sir.
Your bill comes to …
请等一会儿。我会帮你计算。谢谢你的等待，先生。你的账单总共……
Here you are, sir.
给你，先生。
Here is your bill, sir.
这是你的账单，先生
When the disagreement about the bill arises, the guest may ask you about the bill
details. Be sure to clarify each item politely and patiently. If you do make calculation or
order wrongly, please apologize with:
I’m deeply sorry, sir. There might be some mistakes. I’ll have it changed at once.
我感到非常抱歉，先生。这账单可能有些错误。我立刻改正。
I’m really sorry for the mistakes. Would you mind looking at it again?
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我真的非常抱歉发生这样的错误。你介意再检查一次吗？
Sorry to have kept you waiting so long, sir.
对不起让你久等了，先生。
Some guests prefer to pay cash while others may use credit card. There are also
guests who hope to add the amount to the final room bill. If it is credit card, ask about
the type of the card with:
What kind of card have you got, sir?
先生，你的卡是哪一种类型的？
If the bill will be paid together with the room bill, ask the guests to sign the bill and
write down the room number.
如果账单加入房费，那么记得叫客人签好单和写下房间号码。
Sample Dialogue 4
(R=Ruth; W=Waiter)
R: Excuse me, the bill, please.
W: Yes, please wait a moment. Here’s your bill, sir. It is 248 Yuan.
R: What is this for?
W: It is for your snacks.
R: I see.
W: How would you like to pay? We accept cash and credit card.
R: I stay here. Can I put it to my hotel bill?
W: Sure. May I have your room number?
R: Room 1208.
W: Room 1208. Could you sign your name here, please?
R: Sure.
W: Thank you, sir. Have a good night.
学以致用

情景对话实训
read it in roles.
(A=Waiter; B=Guest (Mr. Brown))
A: Could I have the bill, please?
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B: Yes, sir. 1 ? (一起买单还是各自付账?)

A: 2 . (一起买单。)
B: Here it is, sir.
A: How much?
B: 3 . (总数是 690 元。)
A: How much is that in US dollars（折合多少美元?)
B: Let me see. 4 . (按今天的汇率是 85 美元。)
A: I see. 5 ? (我可以用美国运通卡 American Express 付账吗？)
B: Certainly, sir. 6 ? (我可以复印你的卡吗？)
A: Here you are.
B: Would you please sign here? (The guest signs his bill in the card...)Thank you. 7 .
(布朗先生，这是你的账单和发票。)
A: Thank you, and the same to you.
Make a dialogue accoding to the given situation.
Explaining the Bill
The guest has finished meal and wants to have the bill. It is his treat. So he puts all the bill
together. The waiter unfolds the bill folder, the guest goes over it and the waiter gives some
exlpanation.The fee includes some Martel X.O., some Carlsberg and some sundry. And the
guest finds a miscaculation. The guest only has five cans of beer but the number on the bill is
six. So one can of beer should be cut down. And the sundry is for the broken glass in the
restauruant. The guest settle the bill in cash.
情景实训 5 应对醉酒
你带领 4 位客人去就坐。1 小时后，其中一位客人喝醉了并开始大声吵闹和唱歌。你

给他一杯茶并让他的朋友带他出去呼吸些新鲜空气。
Situational Training 5 Handling the Drunken Guests

You lead four of the guests to a table. One hour later, one of the guests gets drunk and
begins to shout and sing. You give him a cup of tea, and ask his friends to take him out for
some fresh air.
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When the guest gets the sign of drunk, you should not serve another alcohol drink
even if the guests ask for.
I’m sorry, sir. Are you alright? You’d better have a hot tea for freshening, sir.
打扰一下，先生。你没有事吧？你最好喝一杯热茶清醒一下。
You give the guest a warm towel, and recommend some nonalcoholic drinks to
dispel the effects of alcohol/sober up, like sober-up hot tea, water and juice.
Sir. Here is the warm towel you might need for you friend.
先生，这里有一条你可能需要给你朋友的热毛巾。
Would you like some freshening drink? Sober-up tea, cool orange juice?
你需要一些解酒的饮料吗？要解酒茶还是冻橙汁呢？
If the guest throws up, you should clean it up immediately, and call attention to
take care of him/her from his/her friends.
Excuse me, sir. Your friend has drunk too much and now thrown up. Would you take
care of him/her, and take him/her out for some fresh air?
打扰一下，先生。你的朋友喝太多了，现在开始呕吐了。你可以照顾一下他（她）,
并带他（她）出去呼吸一些新鲜空气吗？
Would you mind taking your friend out for some fresh air, ladies and gentlemen?
先生们，女士们，你们可以带你们的朋友出去呼吸一下新鲜空气吗？
When the guest becomes obstreperous and disturbing other customers, you should
report to your manager and the security men at once and get it settle down.
Sample Dialogue 5
(W=Waiter; J=John; M=Manager)
W: Good evening, ladies and gentlemen. Would you like a table for four? Will this table do?
J: We want one far away from the band, for the music is too loud.
W: Just a moment, please. I’ll arrange another table for you.
J: It is much better.
W: May I take your order now?
J: Let’s have a bottle of whisky.
(One hour later, one of the guests gets drunk and begins to shout and sing.)
M: Excuse me. Here is a cup of tea. I think this gentleman may need it. It’s very stuffy here.
Would you mind taking your friend out for some fresh air, ladies and gentlemen?
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J: We are very sorry for disturbing others. He’s too excited today.
M: It’s all right, sir. Good night and have a good rest.
学以致用

情景对话实训
read it in roles.
(A=Guest; B=Waiter; C=Husband)
A: Waiter, can you come here, please?
B: Yes, Madam. 1 ? (有事吗？)
A: My husband 2 (喝了点威士忌酒) and 3 (已经有点醉了). I can’t
move him.
B: I am sorry to hear that. Don’t worry, Madam. 4 (让他坐好).
A: Oh, my goodness!
B: I’m sorry, sir. Are you alright?
C: 5 . (我感到有点头晕。)
B: Madam, here is the warm towel for your husband.
A: Yes, thank you.
B: You’d better 6 (喝一些热茶或果汁解解酒).
C: Yes, it’s very kind of you. I’d like some juice.
B: Take it easy, Madam. But 7 (现在你丈夫所要做的) is to take a rest on the seat. I
am sure 8 (他很快就会恢复清醒).
A: You are most helpful. Thank you ever so much.
B: My pleasure.
Make a dialogue accoding to the given situation

Mr White’s wife has got a little drunk. She slipped in the bathroom just now. Her nose is
bleeding and she can’t stand up. Mr.White is asking the waitress for help and the waitress is
giving first aid to Mrs White. She asks Mrs White to lean on her and helps her to bed,
pinches her nose to stop bleeding, then brings a tower to wash Mrs White’s face and sends for
a doctor.
Mind Map
Sum up the main points of the service producer of bar service.
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181
182
第四章商务中心 Chapter IV Business Center
第四章
商务中心
Chapter IV Business Center
实训要求：
通过本章实训，要求学生熟悉商务中心的日常工作并能够熟练掌握如何向客人提
供满足其商务需求的各种酒店服务的技能。
Students are required to get familiar with the terms for the jobs of business center and
how to offer different services to meet hotel guests’ business needs.
实训项目一文秘服务
Secretarial Service
实训目标
应知应会
1. 文秘服务的类型与各自的价格
1. 熟练操作各类机器及处理其常见问题
2. 各项服务所需时间
2. 熟悉各项服务程序运作
3. 顾客具体要求
3. 礼貌周到的服务
4. 传真内容保密，不得外泄
Warming up
If a guest is waiting for copying, he might ask: “Would you mind me smoking here?” How do
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you think the following two answers? Which one is better and why?
A Sir, don’t smoke here please.
B Sir, smoking is permitted outside in the patio(露台) area.
Your answers:
情景实训 1 复印服务
来自戴尔公司的布朗先生住在 1308 房，现想要复印合约并需装订。他要求用 A4 纸

（一元/页）黑白复印两份合约，需马上取走；A3 纸（两元/页）黑白复印十份某几页合约，
需今天下午三点四十五分送到会议厅。你是一个接待员接到他的电话并做处理。
Situational Training 1 Copying Service

Michael Brown from Dell, a guest in Room 1308, wants to make some photo copies and
staple them. He requires for 2 copies of the contract in black and white with A4 size paper (1
yuan/page) which should be taken away now, and 10 copies of some pages in black and white
with A3 size paper (2 yuan/page) which should be sent to the Conference Hall at 3:45p.m. this
afternoon. You are a receptionist and receive his call.

original 原件 copy n & v 复印，复印件
copier 复印机 duplicate 一式二份
A4 size paper A4 纸尺寸 typing 打字
interpreting 翻译 facsimile 传真收发
Internet 网络 equipment renting 设备租赁
card printing 印制名片 ticketing 票务
mail and postal expressing 邮寄快递 packing 物品包装
film developing 冲印胶卷
询问客人复印及装订要求
May I help you？/What can I do for you？
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有什么可以帮到你的吗？
Shall I copy these on both sides to the paper?
我可以用双面复印来处理这些文件吗？
How would you like to pay? Go with your hotel bill/room charge?
你用什么方式付款？要记入你酒店的账单名下/房费吗？
Would you like us to staple these for you?
你想让我帮你装订这些吗？
Color or colorless? 用彩色还是黑白复印？
Testing-paper light or dark? 试复效果的颜色是深还是浅了？
Sample Dialogue 1
(A=Clerk; B=Michael Brown)
A: Good morning, sir. Can I help you?
B: Yes, please. I have a lot of work today. First, I want to have the contract copied and stapled.
A: Sure, sir. How many copies do you need?
B: Duplicate, please. Please make them black and white, and on both sides to the paper. I’ll
take them right now.
A: No problem, sir. Would you like me to print it on letter size paper or A4 size paper?
B: A4 please. And please make them black and white.
A: Then how about these materials?
B: Well, I need print 10 copies of the pages, colorless and B3 size paper.
A: When do you need them?
B: Please send them to the conference hall at 3:45 this afternoon.
A: Of course, sir
(a moment later…)
A: Please take a look at the testing-paper, is it suitable? Because your original is not very clear,
I need you to check.
B: That’s good. How about the charge?
A: The charge is 1 Yuan per page for A4 size paper and 2yuan per page for B3 size paper, and
the total will come to 36 Yuan. How would you like to pay? Pay in cash, by credit card, or
go with your hotel bill?
B: Go with my hotel bill. Here is my room card.
A: Ok, Mr. Brown. Please sign here. The contract copies are ready now. I’ll send the rest to you
on time. See you there then. Good bye!
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学以致用
Practice More
(A=Clerk; B=Guest)
A: Good afternoon, sir. 1 (请问有什么可以帮忙吗?)
B: Good afternoon. 2 . (我想要复印这些文件。)
A: 3 . (嗯，先生，你的原稿不是很清晰。) I’m afraid the copy will not be very good.
B: Just try one page and let me see.
A: OK. How about this one, sir?
B: Good, that’s a little better. 4 ? (顺便问一下，我可以把它缩小一点吗？)
A: No problem. How small would you like it, please?
B: 5 . (缩小一半。)
A: I see. Now you can find that this comes out quite well.
B: That’s fine.
A: 6 ? (先生，你想复印多少份呢?)
B: Four copies, please.
A: 7 ? (先生，需要我装订起来吗?)
B: Yes, please. What’s the charge?
A: RMB 8, sir.
B: Here you are.
A: Thank you, sir. Here is the receipt. Please keep it.
情境对话
Make up a dialogue according to the following situation:
Bradley from HP, a guest in Room 1609, needs to scan and photocopy some documents.
He requires for 2 copies of the documents in black and white with A4 size paper (1 Yuan/page)
which should be taken away 4 hours later and the scans of some documents (1.5 Yuan/page)
which should be taken away with the copies. You are a clerk in B.C. and deal with the request.
情景实训 2 打印服务
来自戴尔公司的布朗先生住在 1308 房，想要你帮忙打印一份文字文档。要求题目

Arial 字体，正文新罗马字体，需装订。五号深蓝色字体。必须在 40 分钟后送到四楼会议
186
室，加急的。你是一个接待员接到他的电话并做处理。
Situational Training 1 Typing Service

Michael Brown from Dell, a guest in Room 1308, wants you to type and print a word
document in Arial for the title and Times New Roman for the text, which should be stapled. He
requires for dark blue and Size 5 for the letter. It needs to be delivered in 40 minutes to the
meeting room on the 4th floor and urgent. You are a receptionist and receive his call.

a word document 文字文档 font/script 字体
size of the letter 字号 space 行距
cover 封面 save 保存
handwriting 字迹 first draft 初稿
proofreading 校对 print n & v 打印
print out 打印出来 U disk u 盘
virus 病毒 in case of 以防
enlarge/reduce 扩大/缩小
What font and size would you prefer? 你喜欢什么字体和其大小？
Shall I reduce the space? 我要缩小行距吗？
How many copies would you like? 你想要多少份复印件？
Shall I enlarge/reduce this to fit A4 size paper? 我要扩大/缩小字体以适合 A4 尺寸的
复印纸吗？
It’s urgent. 是加急的。
Sample Dialogue 2
B: Good morning. I’m Brown, a guest in Room 1308. Could you type this word document for me?
A: No problem. Type and print it out, right?
B: Correct. Look, please use Arial for the title and New Times Roman for the text.
A: What about the size of the letter and space?
B: Make the letter size 4 and 1.5 space please.
A: Any other special demand?
B: This is urgent, could you do it now?
A: Within 20 minutes, sir.
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B: Good, I leave the original here and I need to proofread it when the first draft is completed.
Please call me directly when it is ready. I’m going to have breakfast now.
A: May I have your mobile phone number?
B: Ok, 13566890752.
A: 13566890752, got it, thanks. I’ll call you in 20 minutes.
(20 minutes later…)
A: Hello, Mr. Brown. Please take a look at the first draft. Anything you would like to correct?
B: Please make the space smaller to fit 5 A4 papers, use dark blue and the standard paper of A4.
That’s it.
A: How many copies, Mr. Brown?
B: Fifty copies.
A: No problem, when and where to deliver them to you?
B: I need it in 30 minutes. That’s 10 o’clock. And send it to the meeting room on the 4th floor.
A: Sure. I’m afraid I can only save it in your U-disk in case of any virus.
B: OK. What is the charge?
A: 4 yuan per page for the typing and printing and 1 yuan per page for the copying. The total is
82 yuan.
B: It’s ok. Please go to my room charge.
A: All right, will you show me your room card?
B: Here you are.
A: Thanks, your signature please.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Good morning, sir. What can I do for you?
B: 1 . (我想打印这张磁盘里的一个文件。)
A: Oh, I’m sorry, but we are not allowed to use the guests’ own floppy discs. It’s our hotel’s
policy.
B: Why not?
A: This is simply a procedure of prevention, for fear of the computer viruses.
B: What’s to be done then?
A: Don’t worry. 2 ? (我可以要初稿吗?) 3 . (我可以用它为你打印和复
188
印).
B: 4 (嗯，我的初稿一点也不清楚。) But I have my portable computer with me.
A: That’s fine. You can fetch your computer here. We can have it connected with our printer.
(A few minutes later, the guest fetches the computer. Kang Hong switches it on and points to
the contents on the screen.)
A: Which file, please?
B: Just this one. Three pages.
A: How many copies do you need?
B: Twenty copies.
A: That’ll take quite a lot of time. 5 ? (我可以建议先打印一张然后剩下的复印吗?)
B: That’ll do.

Sandra, who is a conference guest in Room 122, wants to type and print a memorandum in
Cambria for the title and Calibri for the text, which should be copied 26 pieces. She requires
for black and size 4 for the letter. It needs to be delivered in 2 hours to Breakout Room 2 in the
function hall. You are a clerk in B.C. You answer the phone and handle the request.
情景实训 3 翻译服务
来自戴尔公司的布朗先生住在 1308 房，要求用日文翻译一份通告和安排一名日语翻

译。他要一名擅长工程商务谈判翻译的同声传译员。会议将于下周早上九点三十分到十
一点三十分在 308 会议室召开。你是一个接待员接到他的电话并做处理。核对后，你向
客人确认翻译通告 50 元/10 字，同声传译员 400 元/时。
Situational Training 1 Arranging Interpreting Service

Michael Brown from Dell, a guest in Room 1308, asks to translate an announcement into
Japanese and arrange a Japanese interpreter. He requires for a simultaneous interpreter who is
good at business negotiation on engineering. The meeting will be held at 9:30 am-11:30am next
Tuesday at convention room 308. You are the receptionist; you answer the phone and deal with
his request. After checking, you can confirm 50 Yuan/10 letters for translating and 400
Yuan/hour for interpretation.
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conference 会议 translate 翻译
interpreter 口译员 simultaneous interpreter 同声传译
announcement 通告 price list 价目表
business negotiation 商务谈判
Do you have a translation service? 你们有翻译服务吗？

How much is the service? 服务的价格是多少？
We need a simultaneous Japanese interpreter good at engineering. 我们需要一名擅长
工程翻译的日语同声传译员。
Sample Dialogue 3
A: Good morning, sir. Is there anything I can do for you?
B: Hello, I am wondering if you have a translation service.
A: Sure we do.
B: Look, there is a conference here next Tuesday. First I want this announcement to be translated
into Japanese. We also need a simultaneous Japanese interpreter good at engineering.
A: When would you like the announcement, sir?
B: Next Monday at the last.
A: No problem, sir. How about the interpreter?
B: Well, the interpreter must know well about the terminology in the art of engineering and
have business negotiation background.
A: Since there is no suitable interpreter for you in our hotel, I’ll contact with the Translation
Company to get one.
B: Good. When you find one, Please let me know right away. I need to talk with him before the
conference. Say, 3:00 o’clock Monday afternoon.
A: Ok, I’ll arrange it.
B: How much is the service?
A: For the translation, it is 50 Yuan per 10 letters, and for the interpreting, it is 400 Yuan per
hour.
B: That’s expensive. Can I have it cheaper?
A: Sorry. Here is the price list, sir.
B: Ok.
A: May I know your way of payment?
B: I’ll pay by credit card. Here you are.
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A: All right. Please sign your name and here is your receipt.
B: Thank you.
A: My pleasure. I’ll contact you at once when I find the interpreter.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Good morning, sir. Can I help you?
B: 1 . (是的，我想了解一些关于为我们会议雇佣人员和租赁设备的价格信息。)
A: Certainly, sir. Here is the price list.
B: 2 . (嗯，我需要一个翻译一周，一台高射投影仪五天，一台幻灯机四天。)
A: The interpreter is 200 yuan a day, so that makes 1 400 yuan. The overhead projector is 35
yuan a day, that makes 175 yuan, the slide projector is 30 yuan a day, so that makes a total
of 1 695 yuan, sir.
B: How much is that in dollars?
A: Approximately 200 dollars, sir.
B: 3 . (价钱听起来挺合理的。) Say, do you have closed circuit TV? How much does
that work out at?
A: 4 . (我们有一些每小时租赁价格大约 15 美元的全新设备。)
B: A11 right. 5 . (我签约雇佣人员和租赁设备并且感谢你的建议。)
A: My pleasure. Glad to be of assistance.

Paul, a conference guest in room 1104, looks for a French interpreter. He requires for a
simultaneous interpreter who is good at construction field. The meeting will be held at
10 a.m.-11:30 a.m. on May 15th at Convention Room 308, Lotus Hall. You are a clerk in B.C.;
you answer the phone and handle the business. After checking, you can confirm 500 yuan/hour
for interpretation.
情景实训 4 发出传真服务
来自戴尔公司的布朗先生住在 1308 房，要求发一份十三页的传真，号码是
191
021-83894706。你是一个接待员接到他的电话并做处理。
Situational Training 1 Fax Sending Service

Michael Brown from Dell, a guest in Room 1308, asks to send a fax with 13 pages and the
fax number is 021-83894706. The clerk is afraid that the paper is too thick, and it may jam the
machine. It’s better to make a copy of this and then send the copy. The price is 3 Yuan per page,
13 pages. Plus the copying, all together is 52 Yuan. You are a clerk and receive his call.

send a fax 发传真 local/domestic/overseas 本地的、国内的、海外的
fax machine 传真机 manuscript 传真件
service charge 服务费 jam the machine 卡纸
minimum charge 最低收费
Please write down the country code, the area code and the telephone number. 请写下
国家代码，区域代码和电话号码。
Service charge is included/excluded. 服务费包括在内/不包括在内。
The letters are not clear. Shall I make a copy of this? 字体不清楚，我可以先复印一份
吗？
Business Center Fax Sending and Receiving Service Form

商务中心传真服务登记表
宾客姓名房号日期
Guest Name Room No. Date
传真号：发往国家或地区：页数：

Fax No._________________ To Country/Area_______________ Page__________
打字：
Typing__________________
复印：页数：
Copying_________________ Page__________
备注：
Specify
经办人：
Operator______
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Sample Dialogue 4
B: I would like to send a domestic fax.
A: Sure, give me the fax number and manuscript please.
B: Here you are, and the number is 021-83894706.
A: Let me confirm it, 13 pages and the number is 021-83894706.
B: Exactly.
A: I’m afraid the paper is too thick, and it may jam the machine. Shall I make a copy of this,
and then send the copy?
B: Go ahead please.
A: Please take a seat, sir. It will take a moment…Good, the receiver has got all pages of the fax.
Please keep your manuscript and the copy.
B: Thanks, what’s the rate? Is there any service charge?
A: There is no service charge, sir. The price is 3 yuan per page, 13 pages. Plus the copying, all
together is 52 yuan. How would you like to pay?
B: Cash please. Here is 55 yuan.
A: Thank you. Here is the change, 3 yuan.
B: Please keep it as tips.
A: Thank you sir, but we are not allowed to accept tips according to our hotel regulations.
Anyway, thanks for your kindness. Have a good stay here, sir.
学以致用

情景对话实训
(A=Clerk; B=Guest)
B: Good morning. 1 . (我想发一个传真。)
A: To which country, please?
B: Canada. 2 ? (请问发传真到加拿大的价格是多少呢?)
A: 3 . (到加拿大是每分钟人民币 20 元，20%的服务费。)
A: 4 . (还有如果传真发了过去，但是显示不清楚，我们可以免除服务费，但是仍
193
得付电话费用。)
B: Even if the fax can’t be read?
A: I’m afraid so.
B: Can I know the reason?
A: 5 . (因为即使传真的质量不好，电信局也要收取我们的占线费。)
B: I see. That’s fine.

Tony, who is a guest in Room 2106, wants to send a fax with 5 pages and the fax number
is 010-2954321. You are a clerk in B.C. and handle the business. The clerk is afraid the paper is
too thick, and it may jam the machine. It’s better to make a copy of this and then send the copy.
The price is 4 Yuan per page, 5 pages. Plus the copying, all together is 20 Yuan. You are a clerk
and receive his call.
情景实训 5 接收传真服务
来自戴尔公司的布朗先生住在 1308 房，有一份传真要去商务中心取。你是商务中心

职员，需要马上联系一名服务生把传真送给布朗先生。请安排服务生填妥表格并要求客
人回复。
Situational Training 5 Fax Receiving Service

Michael Brown from Dell, a guest in Room 1308, has got an in-fax in Business Center.
You, the clerk, need to contact a bellboy to send it to Mr. Brown immediately. Please arrange it:
ask the bellboy to sign on the form and ask for the guest’s reply.
Now, please stimulate a dialogue according to the situation

fetch 去取 sign on the form 签收
reply 回复 fax in 传真收件
emergency 急件
Sample Dialogue 5
(A=Clerk; B=BellBoy)
A: Good evening, sir. This is Linda in Business Center. May I know who is speaking?
B: This is Steven. How may I help you?
194
A: We just got a fax for Mr. Brown in Room 1308. Could you come and see to it now?
B: Sure, I am coming now.
A moment later…
A: Hi, Steven. Here is the envelope. Please sign on the form. Please ask for the guest’s
signature when he gets it. I need his reply. Thank you.
B: No problem. In no time.
学以致用

情景对话实训
(A=Clerk; B=BellBoy)
A: Good evening, sir. 1 . (我是商务中心的玛丽。)
B: This is Joe. 2 ? (我可以帮你吗?)
A: 3 . (我们商务有一份 326 号房克里斯先生的传真。)Could you come and see to it
now?
B: Sure, I am coming now.
A moment later…
A: Hi, Joe. 4 . (这是信封，请在这个表格上签名。) 5 . (请让客人拿到传
真时签名。)
B: No problem. In no time.

Chris, who is a guest in Room 326, has got an in-fax from Beijing in Business Center. You,
the clerk, need to contact a bellboy to send it to Mr. Chris immediately. Please arrange it: ask
the bellboy to sign on the form and ask for the guest’s reply.
情景实训 6 冲印服务
来自戴尔公司的布朗先生住在 1308 号房，想要把胶卷冲洗成富士或柯达牌的 4 乘 6

英寸的照片。他要求冲洗亚光照片和过塑，另外胶卷要扩大到 24。你是一个接待员接到
他的电话并做处理。
195
Situational Training 1 Film Developing Service

Michael Brown from Dell, a guest in Room 1308, would like to have several films
developed to 4*6 with Fuji or Kodak. He requires photos to be matt and laminated and one roll
of film to be enlarged to 24.You are a receptionist and receive his call.

develop/process 冲洗 black-and-white 黑白
brand 品牌，商标 film 胶卷
a roll of film 一卷胶卷 enlarge 放大
negative 底片 glossy 有光泽的，光滑的
matted 亚光的 laminated 过塑的
3*5/4*6 照片的尺寸
How many prints per negative do you want？每张底片你想冲洗多少张相片？

Do you want this film enlarged by 24 or by 36? 你想把胶卷扩到 24 还是 36？
Would you like to develop color films or black-and-white ones? 你想冲洗彩色还是黑
白胶片呢？
Sample Dialogue 6
(A=Clerk; B=Michael)
A: Morning, sir. How can I help you?
B: Can you have these rolls of film developed and printed?
A: No problem, sir. Color or black-and-white?
B: Color. Three rolls.
A: Do you want 3*5 or 4*6?
B: The 4*6 will be nice.
A: Glossy or matted finish, which one do you prefer?
B: I prefer glossy. Oh, by the way, I want this roll enlarged to 24.
A: All right. We’ve got two negative brands: Fuji and Kodak. Which do you like?
B: Fuji will be fine.
A: Do you want them laminated?
B: No, maybe after I see what I get first.
A: How many prints per negative do you want?
B: Just one. I’m not confident about me yet.
196
A: As you wish. They are available after 4:00 this afternoon.

B: Good. How much do I owe you?
A: All together 160 Yuan. Please pay 60 Yuan deposit.
B: That’s all right. Here you are.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Good afternoon! Can I help you, madam?
B: Good afternoon! 1 . (我有一卷胶卷需要冲洗成彩色照片。)
A: 2 ? (当然可以，你是哪种款的胶卷?)
B: It’s Kodak color 200.
A: Are you staying at the hotel, madam?
B: Yes, I’m.
A: May I have your name and room number?
B: Jason in Room 1406.
A: Thank you. 3 ? (每张底片你想冲洗多少张相片?)
B: 4 . (每张底片冲洗一张相片就可以了。)
A: It’s half yuan per print, so that’s 18 yuan. 5 . (相片一天就可以冲洗出来。)
B: Shall I pay now?
A: 6 . (不，你 21 号取照片时付钱就可以了。) Here’s your receipt. Please bring it
when you collect your prints.
B: I see, thank you.

Miranda, who is a guest in Room 231, needs to develop a roll of films to 6*8 with Fuji.
She requires photos to be glossy and laminated. She needs one print per negative and the
charge is 60 yuan with 20 yuan deposit in advance. You are a clerk in BC. You answer the
phone and handle the request.
197
情景实训 7 印制名片服务
来自戴尔公司的布朗先生住在 1308 号房，要想要印制 300 张名片，上面同时要有中

英文，明天送到他房间。你是一个接待员接到他的电话并做处理。
Situational Training 1 Cards Printing Service

Michael Brown from Dell, a guest in Room 1308, needs to have some cards printed the
same as the sample card with 300 pieces. They need to be printed in English and Chinese and
sent to his room tomorrow. You are a receptionist and receive his call.

Name Card 名片
I’d like to get some name cards printed. 我想要印一些名片。
How many cards do you want? 你想印多少张名片？
What size do you like? 你想要印什么尺寸的名片？
Could you give me a sample card? 你可以给我一张样板卡片吗？
Please pay a 50 Yuan deposit. 你要先付五十元的押金。
Sample Dialogue 7
A: Good afternoon, sir. Welcome to the Business Center. How can I help you?
B: Good afternoon. I need to have some name cards printed.
A: How many cards do you need?
B: 300 hundred will be fine. The question is that I’m flying to Beijing tomorrow afternoon.
Could you make sure I can collect them before 1:00 pm tomorrow?
A: That will be express. If so, I need to confirm some details. What about the size of your
cards?
B: The same size as this one. I want it printed both in English and Chinese. Aha, here is the
sample card.
A: That’s fine. Well, I’ll manage to print your cards earlier.
B: Thanks a lot. By the way, how much do I owe you?
A: 0.5 Yuan per piece, the total is 150 Yuan. Please pay 50 Yuan deposit.
B: Good, call me directly when ready.
198
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Good afternoon, sir. 1 . (欢迎来到商务中心。)
B: Good afternoon. 2 . (我需要印刷一些名片。)
A: How many cards do you need?
B: 500 hundred will be fine.
A: 3 ? (我需要确认一些细节，卡片要怎样的尺寸?)
B: 4 . (跟这张名片同样的尺寸。) 5 . (我想用中英文印刷。)
A: That’s time.
B: Thanks a lot. By the way, how much do I owe you?
A: 0.5 Yuan per piece, the total is 250Yuan. 6 . (请付 50 元定金。)
B: Good, call me directly when ready.

Maggie, who is a guest in Room 1007, needs to print some business cards the same as the
sample card with 500 pieces. They need to be printed in English and Chinese and sent to her room
the day after tomorrow. You are a clerk in BC. You answer the phone and handle the request.
Mind Map
Sum up the main points of the service procedure of printing on this mind map.
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实训项目二票务服务
Ticket Booking Service
实训目标
应知应会
1. 各类交通工具的抵离时间、地点
1. 准确记录客人订票需求
2. 出票机构联系方式
2. 与客人确认信息
3. 查看身份证等证件
Warming up
For domestic flights, when is appropriate to arrive at the airport in advance? How about
an international flight? And why?
Work in pairs, discuss these questions.

Who travels more frequently, a holidaymaker or a businessperson?
Is a business traveler more likely to use a scheduled or charter flight?
What kind of hotel is a business traveler likely to stay in?
What forms of transport will a business traveler use?
Why are business travelers so important to travel agents, airlines and hotels?
Your answers:
情景实训 1 飞机票务服务
来自戴尔公司的布朗先生住在 1308 房，需要预订两张八月二十号飞西宁的单程机

票。他要求坐经济舱和无烟区的通道座位。你是一个接待员接到他的电话并需在中午前
做处理。
200
Situational Training 1 Air-ticket Booking Service

Michael Brown from Dell, a guest in Room 1308, needs to book two one way trip tickets
of Aug. 10th for non-stop flight to Xi’ning . He requires for economy class and aisle seat in the
non-smoking area. His request should be dealt with before noon. You are a receptionist and
receive his call.

non-stop flight 直达航班 transfer 转机
first/economy class 头等/经济舱 window/aisle seat 靠近窗户、通道座位
flight 航班 passport 护照
ID=identification card 身份证 smoking/non-smoking area 吸烟/非吸烟区
one way/a round trip ticket 单程/双程票
Is there a non-stop flight to New York？有去纽约的单程机票吗？

May I have your passport/ID? 可以看一下你的护照/身份证吗？
Is there any flight to Chengdu on April 4th? 有任何四月四号去成都的机票吗？
A window seat or an aisle seat？你需要靠近窗户座位还是通道座位？
Would you come down to pick up your ticket or should we send it to your room? 你想
下楼取机票还是我们把它送到你房间？
What is your return date? 返程日期是哪天？
Sample Dialogue 1
A: Good evening, sir. Anything I can do for you?
B: Will you please reserve two plane tickets to Xi’ning?
A: When do you intend to go, sir?
B: Next Wednesday.
A: That will be Aug. 10th. Just a minute please, I will check….there are three flights available
that day. Which is suitable, two in the morning and one in the afternoon?
B: Well, it’s better before noon.
A: Fine, There is a flight of the South Airline at 10:45 a.m. What do you say?
B: I prefer the International Airline.
A: No problem, sir. That will take off at 9:15 am, is that all right?
B: That would be nice. Please reserve two economy class seats.
201
A: I’ll do. Could you please show me your passport and tell me the other passenger’s name to
make a registration?
B: Ok, I’ll write it down to you.
A: Well, let me repeat: two tickets to Xi’ning at 9:15 a.m. on August 10th, the other’s name is
Jimmy White, economy class, non-smoking area, aisle seat, is that correct?
B: Correct.
A: The charge is 2 380 Yuan altogether. May I know your method of payment?
B: I’ll pay it in cash.
A: That’ll be fine. Will you pick up the tickets by yourself or we send them to your room?
B: Please send to my room. Thank you.
A: My honor, Mr. Smith. Wish you a nice journey!
学以致用

情景对话实训
(A=Guest; B=Clerk)
A: Good afternoon. Could you do me a favor?
B: It’s a pleasure, Mr. Graham. What is it?
A: 1 . (我后天前往上海。)
B: That’s August 8, isn’t it?
A: That’s right.
B: 2 ? (你打算乘火车还是飞机去呢？)
A: By plane, of course. Planes are much faster than trains. 3 ? (每天有多少趟到上海
的航班?)
B: There are four flights every day. The planes take off at about 7:00 a.m., 10:00 a.m., 4:00p.m.
and 10:00p.m. respectively.
A: I’ll take the 10:00 a.m. plane, then. That suits me perfectly. 4 ? (你能帮我预订两
张机票吗?)
B: Certainly, Mr. Graham. 5 ? (请你把这表格填好?)
A: All right. Shall I pay cash now?
B: 6 . (是的，请预付 800 元定金。)
A: Here you are. By the way, when can I get the tickets?
B: You can get them on the evening of August 7.
A: That’ll be fine. Thank you very much.
202
B: Don’t mention it.

Frank, who is a guest in Room 321，wants to book a round trip of June 23rd for non-stop
flight to Dalian. He requires for business class and window seat in the non-smoking area. His
request should be handled after noon. You are a clerk in BC; you answer the phone and accept
the reservation.
情景实训 2 火车票务服务
来自戴尔公司的布朗先生住在 1308 号房，需要预订两张七月二十四号去武汉的特快

火车票。他要无烟区的软卧票。你是一个接待员接到他的电话并需在中午前做处理。
Situational Training 1 Train-ticket Booking Service

Michael Brown from Dell, a guest in room 1308, needs to book two express train tickets
of July 24th to Wu Han . He requires for soft sleeping berth in the non-smoking area. His
request should be dealt with before noon. You are a receptionist and receive his call.

hard/soft sleeping berth 硬卧/软卧 hard seat/sitting seat 硬座
transportation route 交通路线图 express/ordinary/slow train 特快/普快/慢列车
The Spring Transportation 春运 peak/high/low season 旺季/淡季
sold out 售馨 flight number 航班号
pay 300 yuan in advance 预付 300 元定金 train number 车次
There are two trains leaving for Wu Han. 两张到武汉的火车票。

The tickets are in great demand. 火车票需求量很大。
Sample Dialogue 2
A: Good afternoon, sir. How can I help you?
B: I’d like to book a train ticket of soft sleeping berth to Wuhan on June 24th.
A: Sure, let me see. There are two trains leaving for Wuhan on that date, one is express, and the
other is ordinary. Which one do you prefer?
203
B: Of course the express is better. What is the train number?

A: The number is K39. I’m afraid it’s not easy to book tickets in this high season. You know,
it’s summer vacation now and the traffic is very heavy, hence tickets are in great demand.
Don’t worry. I’ll check the availability at once.
B: Go please.
A: Sir, you are lucky. There is one available. Will you book it now?
B: Do it please. How much shall I pay?
A: Please pay 100 yuan in advance. We’ll settle the account with you after we get the ticket.
B: Fine, here you are.
A: OK, here is the receipt. Please keep it well.
B: Thank you
A: Not at all. Hope you enjoy your journey.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Good afternoon, sir. How can I help you?
B: 1 . (我想预订一张 6 月 10 号到北京的软卧火车票。)
A: Sure, let me see. 2 . (那天有两趟火车到北京，一趟是特快，另外一趟是普
快。)
B: Of course the express is better. What is the train number?
A: The number is K50. 3 ? (你想现在预订吗?)
B: Do it please. How much shall I pay?
A: 4 . (请预付 200 元定金。) 5 . (你拿到票后我们就来结账。)
B: Fine, here you are.
A: OK, here is the receipt. Please keep it well.
B: Thank you.
A: Not at all. Hope you enjoy your journey.

Louisa, who is a guest in Room 231, calls to book a high-speed rail train ticket of Sept. 30th
to Changsha. She requires for second class in the non-smoking area. Her request should be dealt
with around 3 o’clock. You are a clerk in BC; you answer the phone and accept the booking.
204
Mind Map
Sum up the main points of the service procedure of air-ticket booking on this mind map.
实训项目三其他商务服务
Other Business Service
实训目标
应知应会
1. 各项服务所需金额及时间 1. 填写各种申请表
2. 客人喜欢及具体要求 2. 熟练掌握各种服务技能
Warming up
How many express companies do you know? What differences among them? Why do you need
to know that?
Your answers:
205
情景实训 1 快递服务
来自戴尔公司的布朗先生住在 1308 房，想邮寄一份紧急文件到上海。你是一个接待

员接到他的电话并做处理。
Situational Training 1 Postal Expressing Service

Michael Brown from Dell, a guest in Room 1308, wants to send an urgent document to
Shanghai. You are a receptionist and receive his call. You suggest the guest choose express
delivery and fill in the Express Mail Application Form. The charge is 20 Yuan.

express mail 邮政快件 ordinary delivery 普通邮寄
receipt 收据，发票 bill 账单
Express Mail Application Form 速递申请表 Express Mail Service (EMS) 速递服务公司
Sample Dialogue 1
A: Morning, sir. How can I help you?
B: Yes. I would like to send this document to Shanghai. It’s quite urgent.
A: All right, sir. Then I suggest you choose express delivery. It’ll arrive in Shanghai
tomorrow.
B: That would be perfect. Please do it.
A: Just a minute. I’ll weigh it for you. And please fill in the Express Mail Application Form,
only the ticked items. Remember leave your telephone number and the contact number of
Shanghai Company.
B: Fine. Here it is.
A: Sir, the charge is 20 Yuan. How would you like to pay?
B: Cash please. Here is 20 Yuan.
A: Thanks. This is your receipt. Wish you a nice stay!
206
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Morning, sir. 1 ? (请问有什么可以帮忙吗?)
B: Yes. 2 . (我想把这份文件发送到广州。)
A: All right, sir. 3 . (那么我建议你选择速递。) It’ll arrive in Guangzhou tomorrow.
B: That would be perfect. Please do it.
A: Just a minute. I’ll weigh it for you. 4 . (请填妥速递申请表，只填打钩的项
目。) 5 . (记得留下你的电话号码和上海公司的联系电话。)
B: Fine. Here it is.
A: Sir, the charge is 20 Yuan. 6 ? (你想如何付款?)
B: Cash please. Here is 20 Yuan.
A: Thanks. This is your receipt. Wish you have a nice stay!

Rosa, who is a guest in Room 1405, wants to send a sample product to Wenzhou. You are
a clerk in BC to choose the suitable Express Company, pack it up and offer the service. You
suggest the guest choose express delivery and fill in the Express Mail Application Form. The
charge is 40 Yuan.
情景实训 2 邮寄服务
来自戴尔公司的布朗先生住在 1308 号房，需要邮寄几封信和一件包裹。其中一封信

是航空寄到伦敦，另一封是挂号信寄到巴黎。包裹是印刷品。你是一个接待员接到他的
电话并做处理。
Situational Training 1 Mail Service

Michael Brown from Dell, a guest in Room 1308, needs to mail some letters and a parcel.
One of the letters is by air to London and the other is by registered letter to Paris. The parcel is
printed materials. You are a receptionist and receive his call.
207
Useful word and expressions

mail/post n & v 邮寄，邮件 by air/airmail 航空邮寄
parcel/package 包裹 express 快递
stamp 邮票，盖章 weigh 称重
standard letter 标准信件 overweigh letter 超重信件
registered letter 挂号信
How would you like to mail the letter, by airmail or express mail? 怎样邮寄这封信，
航空邮寄还是快递？
How much to send a letter by air to Paris? 航空邮寄一封信到巴黎多少钱？
Registered letter has to be sent at the post office. 挂号信必须在邮局寄出。
Is there anything breakable or valuable in the package? 包裹里有任何易碎或贵重物品吗？
Sample Dialogue 2
A: Good afternoon, sir. May I help you?
B: I’d like to buy some stamps and airmail these overseas letters.
A: Certainly, sir. An airmail letter for abroad is 5 Yuan. Could you let me weigh them?
B: Here you are.
A: Well, this standard letter to Paris needs 5 Yuan. That one to London overweighs. It will need
8 Yuan.
B: Then please give me one 5 Yuan stamp and one 8 Yuan stamp.
A: Would you please stick these stamps on the letters?
B: Ok, I need to post this parcel to the US. Can I send it here?
A: Of course, sir. By airmail or by express mail? Is there anything breakable or valuable in it?
B: By air please. Oh, I forget to remind you it is printed matterials. It’ll go cheaper that way,
won’t it?
A: Yes. Much cheaper rate for printed matterials, but of course it’ll be much slower, not as
quickly as ordinary mail. Let me weigh it, please.
B: No problem.
A: In that case, it can go for 65 Yuan. Will you please stick the “printed matter” label on it, and
then hand it to me?
B: Sure do.
A: Thank you.
208
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: 1 ? (早上好，先生！我能为您效劳吗?)
B: Good morning. I’d like to send a letter to Canada?
A: Yes. 2 ? (您想寄航空邮件还是普通邮件?)
B: How long does it take by airmail?
A: About a week.
B: Yes. These designs must reach my company in Canada within 3 days.
A: 3 . (如果那样的话，您可以寄特快专递。)
B: How long does it take?
A: 4 . (最多三个工作日。)
B: That’s great. I will send it by EMS then.
A: 5 . (那好，请先填一下这张表，然后把它和信一起交给我。)
A: All right.
(After a While)
B: 6 ? (顺便问一下，邮资是多少?)
A: Fifty-six dollars, please.
B: Here you are.
情景实训 3 网络服务
来自戴尔公司的布朗先生住在 1308 号房，需要上网搜索一些关于工程信息和寻找本

地资讯。你是一个接待员接到他的电话并做处理。
Situational Training 1 Internet Service

Michael Brown from Dell, a guest in Room 1308, needs to use the Internet to search some
engineering information and find some local information. You are a receptionist and receive his
call.

209

surf 冲浪 broadband 宽带
download 下载 chat 聊天闲谈
on-line 在线的即时的 chat on-line 在线聊天
tool 工具 advantage 优势好处
inter-personal 人际（关系）的
Do you have web surfing of broadband? 你们有宽带上网冲浪吗？

Do you offer the internet service? 你们提供上网服务吗？
Can you download those chat tools free? 你们可以免费下载聊天工具吗？
Sample Dialogue 3
A: Good evening, sir. How may I help you?
B: Do you offer the Internet service here?
A: Certainly. What can I do for you?
B: Well, I’d like to chat with a business partner right now and send some materials to him on line.
A: Ok, let me help you. What chat tools do you often use?
B: Mm, can you download QQ here?
A: Of course. I’ll do it for you in a minute. It’ll take several minutes. Please take your seat here.
A: Done, sir. You can put in your ID and chat with your friend now.
B: By the way, how much do you charge for the internet service?
A: 20 Yuan for half a day.
B: Right. I need to search some information as well. It may take some time.
A: Take your time, sir.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Morning, sir. What can I do for you?
210
B: 1 ? (你们提供上网服务吗？)
A: We sure do. How may I help you?
B: 2 . (嗯，我想现在和我的生意搭档聊天并在线发一些资料给他。)
A: Ok, let me help you. 3 . (你经常使用什么聊天工具。)
B: 4 ? (你们可以免费下载 MSN 吗?)
A: Of course. I’ll do it for you in a minute. It’ll take several minutes. Please take your seat here.
A: Done, sir. You can put in your ID and chat with your friend now.
B: 5 ? (顺便问一下，上网服务的费用是多少?)
A: 30 Yuan for half a day.
B: Right. 6 . (我也需要搜索一些信息。)
A: Take your time, sir.

Linda, who is a guest in Room 4401, looks for the internet to check and send emails and
find local food and outdoor activities. You are a clerk in BC; you answer the phone and offer
the service.
情景实训 4 设备租赁
来自戴尔公司的布朗先生住在 1308 号房，想要租一台笔记本电脑和投影仪。他要求

戴尔的笔记本和索尼的投影仪，但是要支付 3 000 元的押金。你是一个接待员接到他的电
话并做处理。
Situational Training 1 Renting Service

Michael Brown from Dell, a guest in Room 1308, wants to rent a laptop and a projector
for tomorrow’s meeting. He requires for a Dell laptop and a Sony projector, but needs to pay
3 000 yuan for deposit. You are a receptionist and receive his call.
Useful word and expressions

rent 出租，租赁 laptop/notebook computer 笔记本电脑
settle the account 结账 deposit 定金
facilities 设备 regulations 规定
disposition 配置 format 格式化
projector 投影仪
211
Sample Dialogue 4
A: Afternoon, sir. Can I help you?
B: I’d like to arrange a meeting for some business tomorrow. Do you have a laptop and a
projector we could use?
A: Certainly, Sir. For how long?
B: Tomorrow morning, around 4 hours.
A: Which brand of laptop do you prefer? We’ve got Dell, HP, IBM and Toshiba. And for
projectors, we only got Sony.
B: I prefer Dell. Sony is fine.
A: All right, could you fill out the form? Here is our hotel regulation of facilities rent out.
Please read the details thoroughly.
B: How much will these cost?
A: Here is the price list. You need to pay 3 000 Yuan as deposit in advance. Will you show me
your room card?
B: No problem.
A: Sir, would you like me to briefly introduce the features of this laptop?
B: No, thank you. What I wish is the Internet runs fast.
A: Don’t worry. Our hotel has equipped with broad band, so the net speed won’t be low. And
one important thing, before you return the laptop, do remember to make a copy of your
document because we will format the hard disk in case of computer virus.
B: That would be fine.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Morning, sir. What can I do for you?
B: 1 . (我想明天安排一个商务会议。) 2 ? (你们提供客人使用的笔记本
电脑和投影仪吗?)
A: Certainly, Sir. For how long?
B: Around 3 hours.
212
A: 3 ? (你喜欢哪种品牌的笔记本电脑?) We’ve got Dell, HP, IBM and Toshiba. And

for projector, we only got Sony.
B: I prefer Dell. Sony is fine.
A: All right, Could you fill out the form? 4 . (这是酒店租赁设备的条款，请仔细阅
读详情。)
B: How much will these cost?
A: Here is the price list. 5 . (你必须预先支付 2 500 元定金。)
B: No problem.
A: OK, that’s fine.
A: My pleasure.

Cathy, who is an exhibition guest in Room 1515, looks for flip charts, showing stands and
projection screens for next week’s exhibition. The guest needs to pay 3 500 Yuan as deposit in
advance. You are a clerk in BC; you answer the phone and handle the request.
情景实训 5 包装服务
来自戴尔公司的布朗先生住在 1308 号房，需要将送给中年女性朋友的礼物包装成礼

品。他要求用浅色包装纸和蝴蝶结包装。你是一个接待员接到他的电话并做处理。
Situational Training 1 Packing Service

Michael Brown from Dell, a guest in room 1308, needs to gift-wrap a present for a friend
who is a middle-aged female. He requires for light color packing paper and bow knot. You are a
receptionist and receive his call.

bright color 艳丽的色彩 heavy/light color 深/浅色
favorite 最喜欢的 packing paper 包装纸
wrap up 包装 pack 打包，包装
profile paper 格子纸 floral pattern 花卉图案
cartoon style 卡通风格 souvenir 纪念品、礼品
rose knot 玫瑰结
213
Put one silver bow on it. 把银色蝴蝶结放在上面。

The ribbon is tied in a bow. 蝴蝶结是用丝带绑成的。
Will you please wrap up the gift for me? 你可以给我包一份礼物吗？
Could you gift-wrap it? 你可以用包装纸包装吗？
Sample Dialogue 5
A: Good afternoon, sir. Can I help you?
B: I’m going to send a birthday present to my friend. Could you gift-wrap it?
A: May I know who is the lucky person? A female or male, and the age?
B: Well, she is middle-aged.
A: Do you have any idea of her preferences?
B: Hmm, she prefers light color with floral pattern. Simple style but elegant is her favorite.
A: How do you like this paper? Light blue with tiny roses.
B: Really not bad. That’s it.
A: Good. Then the silver ribbon is tied in a bow on the top. What do you say?
B: That’s terrific. How much does it cost?
B: A package with this size, the charge will be 15 Yuan.
A: Ok, I settle the bill in cash.
学以致用

情景对话实训
(A=Clerk; B=Guest)
A: Good Morning, sir. How may I help you?
B: I’m going to send a birthday present to my friend. 1 ? (你可以用包装纸包装吗?)
A: May I know who is the lucky person? A female or male, and the age?
B: Well, he is a youngster.
A: 2 ? (他有什么喜好吗？)
B: 3 . (嗯，他喜欢深色的格子花纹，简单的风格是他的最爱。)
A: How do you like this paper? 4 . (深色的菱形格子花纹。)
B: Really not bad. That’s it.
A: Good. 5 . (然后把银色蝴蝶结放在顶部。)
214
B: That’s terrific. How much does it cost?

B: 6 . (这种尺寸包装的收费是 20 元。)
A: OK, I settle the bill in cash.

Judy, who is a guest in Room 511, wants to wrap a gift for her husband. He prefers heavy
color with profile pattern and simple style is his favorite. You are a clerk in BC; you answer the
phone and consider the guest’s preference and offer professional service.
Mind Map
Sum up the main points of the service procedure of packing service on this mind map.
215
216
第五章会展服务 Chapter V Convention and Exhibition Service
第五章
会展服务
Chapter V Convention and
Exhibition Service
实训要求：
通过实训，要求学生熟练掌握展会服务过程中的会议场馆的咨询与预订、场馆展
示、现场布置、布展、参观嘉宾签到、食宿安排等服务技能，并熟练掌握相关设施、
设备的英文词汇及听说等英语交流技巧。
The students are required to master the skills to offer comprehensive MIE services
which include a series of consulting and reservation, venue showing around, venue
decoration, booth setting up, delegates registration, catering and lodging services etc and get
familiar with the words and expressions related to the services.
实训项目一咨询与预订实训
Consulting and Reservation
实训目标
应知应会
1. 酒店可承揽的会议种类与提供的服务
1. 询问与了解顾客细节要求
2. 酒店会议各类设施设备
2. 会议设施设备的简单操作
3. 各类会议报价
217
Warming up
Match the words in the left column with the proper Chinese in the right column.
1. printer A. 文字处理
2. photocopying B. 电脑出租业务
3. facsimile C. 打印机
4. word processing D. 快递服务
5. rental of computer equipment E. 传真
6. courier service F. 复印
7. secretarial service G. 海报及标牌
8. business cards B. 幻灯片
9. name badges C. 秘书服务
10. transparencies D. 电邮及上网
11. posters & signs E. 名片
12. email & Internet access F. 名字徽章
情景实训 1 咨询和预订服务
迈克尔布朗先生所在的戴尔公司最近要组织召开一个为期两天、80 人规模的会议，
需预订礼堂一个。布朗先生电话咨询预订员有关会议预订的事务并预订了多功能会议厅
一个，同声传译一名，接续传译一名，勤务员两名，还定了投影仪、摄像机等设备各一
台。请就此情景展开下列对话。
Situational Training 1 Consulting and Reservation Service

Michael Brown from Dell calls to consult some meeting affairs and make a meeting
reservation: conference with 80 persons, 2 days meeting, auditorium, a projector, a
video-camera, a simultaneous interpreter, a consecutive interpreter, and two messengers. And
he is told that the multi-functional hall is available. Now, please stimulate a conversation
according to the situation.

conference 会议 convention center 会议中心
auditorium 礼堂 multi-functional hall 多功能厅
attendee 与会者 messenger 勤务员
video camera 摄像机
218
We’re going to have a two-day conference next week. 我们下周要开一个为期两天的会议。

We need a simultaneous interpreter for Monday and a consecutive interpreter for
Tuesday. 我们周一需要一名同声传译，周二需要一名接续传译。
Do you need any messenger boys? 你们需要勤务员吗？
Sample Dialogue 1
(A=clerk; B=Michael Brown)
A: Good morning, Convention Center. Can I help you?
B: This is Michael from Dell. Our company would like to have a conference next week. Do
you have an auditorium available?
A: Sure. What date exactly and how many people?
B: In the evening of May 10th, for two days. Around 80 persons will attend.
A: If only 80 persons, I suggest renting our medium-size Multi-functional Hall, because the
auditorium has ready been booked. But I am sure it is ideally suited to your needs. Would
you like to change into it?
B: What a pity! What about the hall?
A: The hall can hold 100 people, and what facilities do you need?
B: We need a projector and a video-camera, two interpreters.
A: Do you need any messenger boys?
B: Two, please. How much will it cost?
A: Let me check our rate list…The total cost will be 6 360 Yuan.
B: Ok, I will talk with our executive manger and then tell you the final decision.
A: Very well, Michael, the hall is newly decorated. You will find it is worthwhile. Don’t miss it.
Could you leave me your fax number? I will fax you the equipment and rate list.
B: 83839254.
A: Got it, 83839254. If you have time, I’ll be very glad to show you around.
B: Thanks, I’ll call you soon.
学以致用

情景对话实训
(A=Clerk; B=customer)
A: Hilton Convention Center. What can I do for you?
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B: I’m calling from Chicago Trade Association. I wonder if I’d enquire about booking a
conference in your center.
A: I’m glad to help you. For how many people, sir?
B: A party of 300.
A: 1 ? (会议什么时候举行呢?)
B: October the 10th, the 11th and the 12th.
A: Let me have a check, please. 2 (抱歉让您久等了), sir. We do have vacant suites
and conference hall during that period.
B: That’s good. Our attendees are all famous people. Is it possible that they each have a suite?
A: No problem, sir. Since ours is an all-suite convention center, every attendee is offered a suite
and therefore receives VIP treatment.
B: I like that very much. Then what is the rate?
A: 3 . (每人每天 150 美元，包括早餐和咖啡。)
B: Sounds reasonable.
A: Exactly, sir. I’ll send you a reservation form and a prospectus about our meeting facilities.
B: That’s very kind of you. 4 ? (你可以传真过来吗?)
A: Yes, sir. 5 ? (麻烦说一下您的传真号码好吗?)
B: John Thompson. J-O-H-N, T-H-O-M-P-S-O-N. My fax number is 608 786-3367.
A: Mr. Thompson. Your fax number is 608 786-3367. I’ll make it right away.
B: Thank you very much. Good bye.
A: Good bye, Mr. Thompson. Thanks for calling.
Make up a dialogue according to the following situation。

You are a booking clerk(预订员) in Hilton Convention Center. John Hilton, a meeting
planner, wants to book a four-day conference from August 21st (Wednesday) to August 24th.
He has a party of 200 attendees. He needs enough breakout rooms(分组讨论室) to have
several seminars(讨论会). You tell Milton that this is the high season(会议旺季), and he can
use the public space for the seminars. You tell your name(Catherine) to him and get the fax
number 123456 from Milton and promise to fax the rental list for the equipment and personnel
for the convention.
Useful Words and expressions

booking clerk 定座员 convention sales department. 会议销售部
attendees 出席者 breakout rooms 分组讨论室
seminar 分组会 personnel 会场服务人员
high season 高峰期 rental rate 租金
220
Mind Map
Sum up the main points of the service producer of Consulting and Reservation on this
mind map.
实训项目二现场视察服务
Showing Around Service
实训目标
应知应会
1. 不同会议类型所涉及的设备与服务
1. 会议设施设备的操作与示范
2. 顾客细节要求的记录与解决方案
2. 有的放矢的推荐与介绍
3. 会场租赁价格、设备与服务使用价格
Warming up
Translate the following words into Chinese.
1. overhead projector ( )
2. microphone ( )
3. lectern ( )
4. satellite dish ( )
5. flip chart ( )
6. video ( )
7. slide projector ( )
8. laptop ( )
9. rear screen ( )
10. projector ( )
11. cordless headset ( )
12. receiver ( )
13. video camera ( )
14. electronic White Board with Digital Tablet pad ( )
15. Roving microphone ( )
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16. white board ( )

17. white board marker and eraser ( )
情景实训 1 会场视察服务
迈克尔布朗，戴尔公司的参展商正在参观会议厅，会议服务部经理正在为布朗先生
提供参观服务，他详细介绍了舞台、垂帘、投影仪、高保真视听设备等会议厅设施。请
根据情境展开对话。
Situational Training 1 Show Around Service

Michael Brown, the exhibition organizer from Dell, is being shown around the convention hall.
The convention service manager is introducing and showing the exhibition facilities: stage, drop
curtains, projector, Hi-fi AV etc. Now, please stimulate a conversation according to the given situation.

convention service manager 会议服务经理 stage 舞台
awarding ceremony 颁奖典礼 drop/side curtain 垂帘/边帘
electronically operated 电子操控 projector 投影仪
Hi-fi AV 高保真视听 keynoter 主要演说人
lectern 讲演台 audience 观众
roving microphone 漫游麦克风
simultaneous translation system 同声翻译系统
cordless headset receiver 无绳头戴式接收机 theater 舞台式会议厅
tier 升降台 laptop computer 手提电脑
rear screen projector 幕后电子投影仪 venue 会场位置
Everything will be ready by Saturday afternoon. 周六下午我们会准备好一切的。
Sample Dialogue
(A=Clerk; B=Jimmy, convention service manager; C=Michael Brown)
A: Mr. Brown, this is our convention service manager, Jimmy. He will show you the facilities
in the meeting hall.
B: Nice to meet you, Mr. Brown. It’s my honor to serve you. Will you go this way, please?
C: Thank you.
B: This hall can comfortably hold 400 guests. And this is the 600-square-meter center stage.
C: Is it movable? You know, there is to be an awarding ceremony. We need raised tiers for
those prizewinners.
B: The center stage can be hydraulically raised or lowered in tiers. Besides, the drop curtains
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and side curtains are electronically operated. Let me show you. Just press this button and the
curtain is raised.
C: Nice. The screen is connected with projector, right?
B: Yeah, it is equipped with hi-fi AV as well.
C: Assumed that some of our keynoters will use laptop computers?
B: They may connect it with the rear screen projector over the lectern.
C: How can the attendees participate in the discussion?
B: No worries. A roving microphone will come in handy.
C: Very well. Do you have a simultaneous translation system?
B: Sure we do. Each participant is offered with a cordless headset receiver.
C: Sound fabulous.
C: Hmm, I also thoroughly enjoyed the tour of your convention facilities. It provided a great
insight into the convention we will be dealing with.
B: Glad to hear that. Will you take a look at the contract?
C: Fine, let me study the detail.
学以致用

情景对话实训
(A=clerk; B=Mr. Richard)
A: Nice to meet you, Mr. Richard. Take a seat, please.
B: My pleasure. Thanks.
A: 1 . (我们十分荣幸有机会为你们服务。) It also means a lot of negotiations
between you and us. To start with, can we set the meeting dates before the event?
B: Yes. Go ahead, please.
A: I’d like you to meet our convention staff 2 (商讨会议的餐饮的细节) as soon as possible.
B: What time?
A: This time next week.
B: Well, let me check. Oh, no problem.
A: 3 (我会安排你们来视察我们的设备), say, four weeks right from now. Is it OK
for you?
B: Fine for me. When will the pre-conference meeting to be held?
A: Two weeks before the event. Then we can establish room rates and food and beverage rates.
Anyway, 4 (我会尽快将时间安排传真给你).
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B: I’m expecting it. Thank you for your early attention.

You are the convention service manager, Jimmy. You are showing Michael Brown around
the convention center and demonstrate your room facilities such as the photographs of the show
of the past successful events, the switch for air-conditioner, the minijar and so on. Brown is
very satisfied with your demonstration, which is deeply impressed him.

the convention service manager 会议服务部经理
take somebody around to something 领某人做某事
demonstrate the room facilities 介绍室内设施
Turn it clockwise to adjust the temperature.顺时针转动以调节温度。
This is the minijar. 这是小型饮用水加热器（饮水机）。
I am very impressed. 我留下了深刻印象。
Mind Map
Sum up the main points of the show around service on this mind map.
实训项目三会议餐饮安排
Arranging Catering for a Meeting or Seminar
实训目标
应知应会
1. 会议级别与餐饮预算 1. 菜式推荐与介绍
2. 与会者餐饮偏好与要求 2. 不同会议种类的餐饮安排，同一个会议
3. 就餐时间安排和就餐场所环境要求不同的餐饮安排
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Warming up
Answering the questions.
A woman reserves a meeting room over the phone. In what order would you expect these
questions to be asked?
A: How will you be paying?
B: How many delegates would that be for?
C: When would that be for exactly?
D: What kind of meeting room would you like?
E: Could I have your name, please?
F: How long is your meeting?
Read and learn: Email
Better Venues
112 Malborough Way
Birmingham
SW3 4JT
5 May 2010
Dear sir/Madam
Re: TOEIT Exhibition 3-8 September
Further to our telephone conversation of 23 April I am pleased to confirm the following details
regarding our plans for a 5-day convetion on 3-8 September.
Our requirements are;
Accommodation for 260 delegates (some with partners)
Space for at least 30 exhibitors (publisher, bookshops etc.)
An opening dinner for up to 400 people
A big enough room for the plenary sessions(全体会议)
A large number of smaller rooms for seminars and workshops
A location that provides sightseeing and entertainment opportunities
I hope these details provide you with the information you need. I look forward to hearing from
you in the near future with regard to possible venues.
情景实训 1 团体餐饮服务
餐饮部经理正在与会议组办方讨论与会代表的餐饮安排问题，主办者根据不同的时
间段为与会者安排了早餐、中餐、茶点、晚餐等不同的餐饮活动并为不同饮食习惯的代
表安排了不同口味的饭菜。正餐的标准是每人每天 580 元，餐厅内摆放鲜花和不同国家
的国旗，播放传统的中国古典音乐。
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Situational Training 1 Catering Service for the Group

The catering manager is talking with the convention planner about the F&B requirements
for a meeting. He orders different dishes for different delegates. He will spend 580 Yuan per
person. The room will be decorated with different national flags and flowers and with the
classic Chinese music as the background music. Now, please stimulate a conversation according
to the given situation.
Meal Meal Type Meal Time Table Location

breakfast buffet 7:15 AM-9:00AM Main dining room on the 2nd floor
lunch buffet 12:00 Main dining room on the 2nd floor
10:00AM-10:30AM
teatime coffee and tea lecture room
4:00PM-4:30PM
dinner normal waiter service 6:30PM-8:00PM multi-function Hall

routine entrée 日常菜式 chef’s choice 厨师精选
banquet 宴会 plated buffet
breakfast buffet 自助式早餐 french service 法式服务
electronic pour 电子计量加酒器 free pour 自动加酒器
schedule 日程安排 maitred（法）总管餐厅领班
minimum charge 最低收费 premium brand 名牌饮品
call brands 客人叫饮品牌 house brands 店内非名牌饮品
hold a reception 举办招待会 corkage 开瓶费
theme party 主题晚会 service charge 服务费
pink carnations 粉红色康乃馨 background music 背景音乐
normal waiter service 普通服务员服务 teatime（英国下午或傍晚的）喝茶时间
afternoon coffee 午后咖啡
Let’s come to the dinner table decorations. 我们来谈谈餐桌装饰的事。

Can you preset the tables for each meal? 你能每次餐前都提前布置好餐桌吗？
Sample Dialogue
(A=Manager; B=Planner)
A: Nice to see you again, Mr. Brown. Let’s confirm the catering detail together.
B: That’s what I am coming for. Shall we start from the meal time?
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A: Well, breakfast buffet will be served in the main dining room on the 2nd floor from 7:15 till
9:00 as usual. Any special requirements?
B: Yes. We’ve got some Englishmen and Islamic Delegates attending the seminar, so for
Englishmen, please arrange bacon, juices and toast served with butter. And for Islamic
delegates, it would be a good idea to serve vegetarian dishes, in addition to Chinese
breakfast.
A: No problem. Lunch is at 12:00. How about the buffet lunch on Tuesday and Wednesday?
B: Not really, can we have the normal waiter service on Tuesday?
A: Of course, then what about the teatime? Coffee and tea to be served in the lecture room?
B: That will do.
A: Now what to accompany the meal, I suggest that an Australia red wine would be admirable.
B: Good idea, it helps a lot after a tiring day.
A: Now come to the dinner table decorations, any special wishes?
B: Well, it would be appropriate to have flags of the participating countries on the table and
some flowers like pink carnations, which is a neutral color.
A: We can arrange that. Would you require any background music?
B: I prefer some classic Chinese music.
B: Good. What’s the minimum charge for each attendee?
A: 580 Yuan each per day, premium brands excluded.
B: That’s fine. If we are to hold a reception and theme party, is there any service charge for
them?
A: Yes, there will be charges, such as corkage if drinks are brought from outside the hotel.
B: Well, I see. I think we have covered all the points, haven’t we?
A: Almost I guess. For any further information, do not hesitate to let me know. We’ll try our
best to satisfy you.
B: Great, thanks! Your hotel’s professionalism and hospitality won me over.
学以致用

情景对话实训
(A=planner; B=Miss Lydia)
A: Good morning, Miss Lydia. 1 . (我想确定一下下周会议的用餐时间。)
B: Well, breakfast will be served in the main dining room from 7 till 10 as usual. 2 ?
(你有什么特殊的要求吗?)
227
A: We do have a lot of Americans and Englishmen attending the seminar, so I think it would be
a good idea to serve American breakfast and British breakfast, in addition to Chinese
breakfast.
B: Very good, sir. Lunch is at 12. 3 ? (周一和周二的午餐要自助餐吗?)
A: Not clearly. Can we have the present service on Tuesday?
B: Of course, we can. And how about the teatime? Would you like coffee to be served in the
lecture room?
A: No, I’d like to have something else for a change. 4 . (我想中式的茉莉花茶就可
以了。)
B: Yes, I’m sure we can arrange that. Now what to accompany the meal, do you want some
wine?
A: 5 ? (你有什么推荐.)
B: I think that an Italian or Spanish red wine would be admirable.

You are the manager of F&B Department. You call the convention organizer -Mr. Milton
to discuss the meal time. He tells that he will have a dinner party for sales personnel
abroad .There are 20 people attending the party and around 400 yuan will be paid per person
including some drinks. You make the confirmation and send a set of menu and a wine list to
him.

sales personnel 销售人员 banqueting information pack 宴会信息资料
a set of menu 一组菜单 the menu wines 酒单上的葡萄酒
Mind Map
Sum up the main points of the service producer of Arranging Catering for a Meeting or
Seminar on this mind map.
228
实训项目四会议代表签到服务
Meeting Delegates Registration Service
实训目标
应知应会
1. 提前备好会议用品套装并检查
提供酒店指引和会场导引服务
2. 专业热情的欢迎和服务要点介绍
Warming up
Rearrange the following disordered conversation.
________ As this time of high season, we’ll use public space if necessary. Here are the
convention brochures showing the details about meeting facilities.
________ An annual convention of the Translators Association. The attendees are top
translators across the world.
________ The pleasure is mine. I’m here to discuss with you about holding a meeting at your
property.
________ Oh, I see. There are 100 attendees. I think our medium-sized ballroom can serve the
purpose.
________ Thank you. I shall consult with the president of the association. We’ll let you know
by wire once we’ve decided.
________ Happy to be of any help to you. What meeting is it?
________ Glad to meet you.
________ Can I see the name list of the attendees?
________ Do you have sufficient number of breakout rooms? We have several seminars after
the plenary session.
________ Certainly. Here it is.
Put these words and phrases into the correct groups.
a la carte auditorium banquet beverages buffet display area

flip chart luncheon meetio meeting rooms OHP refreshments
229
places equipment catering
Translate the following appropriate terms or words into Chinese.

1. Meeting room 2. presentation
3. cocktail party 4. coffee break
5. meeting bag 6. training
7. tier 8. simultaneous translation
9. dinner table decorations 10. conference hall decorations
11. new release/collection 12. meeting room2
13. meal ticket/voucher 14. company activity
情景实训 1 会议签到服务
戴尔公司和希尔顿公司的与会代表正在签到。会议签到员正在提供诸如确认与会者
名单、分发会议证章和会务袋等相关资料，报到指引，解答与会者疑难及其他会议事项
等方面的服务工作。请根据所给情景进行对话训练。
Situational Training 1 Registration Service

Two meeting delegates, Dell & Hilton, are at the meeting registration desk. The clerk
receives them and has the registration service including checking the names, delivering the
meeting badge and meeting packet etc. Guiding service includes answering questions, showing
directions, and other detail explanations etc. Now, please stimulate a conversation according to
the given situation.

pre-registered 预先登记 meeting badge 会议证章
meeting packet 会务袋 presentation 演讲，报告
entrance hall 入口大厅 first come, first served 先到先得
network 扩展人际关系 meal ticket 用餐券
preparation area 准备区 review 回顾，再检查
the next person in line 等候队列中的下一位
I wanna review my audio-video presentation. 我要再看看视频演示。

Meeting paper and pencils are available at the entrance hall. 会议用纸笔在门口大厅处。
Have you signed up for the meal plan? 您有登记用餐服务吧？
230
Sample Dialogue
(A=Clerk; B=Dell Black; C=Tim Hilton)
A: Can I help the next guest in line, please?
B: I am Dell Black
C: And my name is Tim Hilton.
A: Have you two pre-registered?
B&C: Sure we have.
A: Well, wait a moment, and I’ll check up on the computer…
Ah yes, got it. Here is your meeting badge and meeting packet, Mr. Black.
B: Thanks. I got an audio-visual presentation this afternoon, and where do you suggest
reviewing it now?
A: Please go to the preparation area in Lotus Hall. It’s next to the entrance hall. Looking
forward to your presentation.
B: Thank you.
A: Mr. Hilton, here is the set for you. By the way, meeting paper and pencils are available at the
entrance hall, first come, first serve.
C: All right. How about the meals?
A: Have you signed up for the meal plan?
C: Sure I have. You know, it’s a perfect opportunity to network. I won’t miss it.
A: True. Your meal tickets are in your meeting packets.
C: One more thing, are you able to fit a tour of the city in?
A: That’s for sure. Please take a look at the schedule. You will find it interesting.
B: Aha, then I won’t miss it as well. It’s 11:45 now; let’s go for lunch and do some networking.
A: Enjoy your meal.
学以致用
Learn and Practice more

情景对话实训
A: Hello, I’d like to register for the English Teaching Conference, please.
B: May I have your name please?
A: David Thompson.
B: Just a moment, sir. 1 (我查一下名单). I’m sorry to have kept you waiting, sir,
231
but I’m afraid I can’t find your name on the list.

A: What? You can’t find my name on the list? 2 . (我几个月前就注册了，并付了全
部费用。)
B: Don’t worry, sir. 3 ? (请问您什么时候注册的?)
A: About two months ago.
B: 4 . (让我再查一下电脑。) Yes, I got it. I’m terribly sorry to cause you the trouble,
sir.
A: That’s s all right. Could I have my tag and the copies of the conference papers?
B: Here you are, sir. 5 . (你的房卡和餐券都在会议资料里面了。) Have a nice day.
A: Thank you.

Mr. Milton comes to register for the West Lake Expo. You are the receptionist and are
having registration service. You ask him whether he has pre-registered (预注册) and covered
the registration fee. He tells you that the mail of the check is still on the way. You check up on
the computer and give him a conference packet, including a plan of the convention center, and
other materials. You also tells him the plenary session (全体大会) will start at 8:30 in the Lotus
Hall (莲花厅) and if he wants to review his audiovisual presentation (视频演示), he can go to
the a room next to the conference hall on the seventh floor.

I’d like to register for the West Lake Expo. 我要报到参加西湖博览会。
I have pre-registered. 我已经预报名了。
Have you sent your check to cover the registration fee? 你传支票来交报名费了吗？
Here’s a conference packet. 这是会议资料袋。
the plenary session 全体会议
audiovisual presentation 视频简介
Mind Map
Sum up the main points of the service producer of Meeting Delegates Registration Service
on this mind map.
232
实训项目五展位预订服务实训
Exhibition Reservation Service
实训目标
应知应会
1. 不同类别展览布置与服务需求 1. 询问与了解顾客细节要求
2. 展会各类设施设备及租赁价格 2. 展馆设施设备的简单操作
3. 不同展馆租赁价格 3. 咨询各类人士解决顾客特殊要求
Warming up
Translate the following words and expressions into Chinese.
1. exhibition hall 2. Expo. China Pavilion
3. booth design 1 4. booth design 2
5. booth set up 6. exhibits unpack
7. supplier 8. buyer
9. information search 10. F&B in Expo.
11. distribute leaflet 12. Hi-fi
13. sign 14. badge
情景实训 1 展位预订服务
迈克尔·布朗，一个展会组织者，电话与会议服务中心经理沟通，对展会的日期，
展览大厅的容量、布展等方面情况进行了进一步的确认，特别对灯光布局、地毯铺设、
鲜花和植物摆放等方面提出了具体要求。根据所给情景进行对话训练。
Situational Training 1 Exhibition Reservation Service

Michael Brown, the exhibition organizer, is confirming with the Convention Service
Manager to make sure of the date, the capacity of the exhibition hall and decorations such as
light, red carpet, flowers and plants, atmosphere, logo etc. Now, please stimulate a conversation
according to given situation.
233

corner booth 角落展位 island booth 岛形展位
peninsula booth 半岛形展台 show 贸易展览会
fair 综合性的展览 stand 展台
Sample Dialogue
A: Morning, Mr. Brown. Nice to see you again! Please take a seat.
B: Morning Jackie. Would you take out the fax I sent to you for the coming exhibition? I’d like
to confirm some issues in person.
A: No problem, I am ready. 3 days exhibition is to be held from April 12 to 14, isn’t it?
B: Correct. How big is your exhibition hall? We are expecting an attendance of 600 at one
time.
A: No worries. The hall can hold at least 1 000 people. Any special requirement about the
decorations of the exhibition hall?
B: Hmm. The light should be bright and warm. You know, this is a commercial and cultural
exhibition.
A: I don’t see any problem. Do you want aisle carpet to cover the ground?
B: Sure do. The attendances are all VIPs from government and 500 fortunes. We must roll out
the red carpet to extend our warm welcome.
A: Then flowers and plants are needed as well, right?
B: Yeah, these stuffs can create a friendly and harmonious atmosphere for the show. Please
make them fresh, fragrant and elegant.
A: What’s your opinion about the width of the aisle?
B: At least 2.2 meters wide. And the logo, identifier (标识) and guide must be clear and
unified.
A: That’s for sure…
学以致用

情景对话实训
dialogue in roles.
A: Good afternoon. Nice to see you again! Please take a seat.
234
B: Good afternoon. (我想确定一些问题) in person.

A: No problem. 4 days exhibition is to be held from May 5 to 8, isn’t it?
B: Yes. (你们的展厅有多大)? We are expecting an attendance of 500 at
one time.
A: Don’t worry. (展厅至少可以容纳 1 200 人). Do you have any special
requirement about the decorations of the exhibition hall?
B: Hmm. The light should be bright and warm. You know, this is a commercial and cultural
exhibition.
A: I don’t see any problem. ? (过道需要铺红地毯吗?)
B: Yes, we’d like to. Our attendances are all VIPs from government and 500 fortunes. We must
roll out the red carpet to extend our warm welcome.
A: Then flowers and plants are needed as well, right?
B: Yeah, these stuffs can create a friendly and harmonious atmosphere for the show. Please
make them fresh, fragrant and elegant.
A: What about the width of the aisle?
B: At least 2.2 meters wide. And the logo, identifier (标识) and guide must be clear
and unified.
A: That’s for sure.

James is a clerk of Hope Exhibition Company. Now he is answering a phone from
Robert, a professional consultant who wants to know some information about booking a
stand. James tells him if he buys the stand early he will have 20% of discount and have more
time to prepare the exhibition and better choice of the stand. He decides to select a stand with
high traffic flow.

stand-booking 展位预订 20 percent discount 八折
Your stand should have more frontage than depth, for better traffic exposure. 你展位的
面宽要比深度更大一些，这样可以接触到更多的参展人员。
I need to select a stand with high traffic flow. 我需要在人流密集的地方选择一个
展位。
Mind Map
Sum up the main points of the service producer of Exhibition Reservation Service on this
mind map.
235
实训项目六展品装卸服务实训
Exhibits Unpacking Service
实训目标
应知应会
1. 不同展品的装卸工具、方法、注意事项
使顾客放心，相信酒店训练有素的员工在
2. 装卸所需时间
装卸货方面的专业性和效率
3. 展品充足的存放空间和便利的存放地
Warming up
Fill in the Exhibitor Pre-Registration Form
Exhibitor Pre-Registration Form

Exhibitor Reservation
I want to participate as A. Sourcing Exhibitor B. Supplier Exhibitor
Mr./Ms. ______________ Name ______________ Job Title ______________
Company _________________________________________________________________
Address __________________________________________________________________
Tel _______________________ Fax _____________ Email ___________________
Lines of products to be on display ______________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
236
Payment Methods
A. by check B. by bank transfer C. by wire transfer D. by credit card
Type of card: A. American Express B. Master Card C. Visa Card
Card No.________ Exp. Date________
Cardholder________ Signature ________
For further information, please contact Hope Exhibition Company
Address: ________________
Contact person: _________________
Tel: 010-87362623 Fax: 010-87362987
情景实训 1 展品装卸服务
组展商正在与展会服务部经理进行电话沟通，了解员工们是否已做好展品拆卸方面
的准备工作，详细了解了员工的素质情况、拆卸工具、展品类型、质量以及展品存放区
的安排等方面的情况。根据所给情景进行对话训练。
Situational Training 1 Exhibits Unpacking Service

The exhibition organizer is talking with the exhibition Service Manager to make sure that
if the staff are ready for coming unpacking of the exhibits: including the well-trained staff
preparation, unpacking tools, type and quantities of exhibits, storage area etc. Now, please
stimulate a conversation according to the given situation.

exhibits 展品 unpack 拆包，拆解，拆开；卸下（车、马等）的负荷物
professional 专业的 fragile 易碎的
sufficient 足够的 storage area 存放区
container 集装箱，货柜，容器
Sample Dialogue
(A=Michael Brown; B=Clerk)
A: Excuse me, Jimmy?
B: What can I do for you, Mr. Brown?
A: How has the preparation for the exhibition been so far? You know, the exhibits are arriving
this afternoon. Are you staff ready for unpacking?
B: Yes, definitely. I can assure you that our staff are ready at your service.
237
A: That’s fine. And those adequate unpacking tools are ready as well, right?
B: No worries. We have served a dozen such exhibitions before. Our unpacking staff are pretty
professionals.
A: These exhibits are fragile pottery. You can’t be too careful in moving them.
B: No problem, Mr. Brown. I’m just here to make sure everything runs smoothly. I’ve
already communicate with my staff. They are well-trained in dealing with any kind of
exhibits.
A: Good, one more thing I’d like to make sure. Do you have sufficient storage area for the large
container?
B: It’s nothing. There is a 1 000-square-meter house right beside the exhibition hall. It can
house 8 large container boxes at a time.
A: That’s nice.
学以致用

情景对话实训
dialogue in roles.
A: Are you Mr. Steven? 1 . (我是调度人员。) Is there anything I can do for you?
B: 2 (我们公司拆除好设备了). Most of the exhibits shall be shipped back home for
another show to held next month. 3 ? (你能派一些人过来把这些产品搬出去然
后装到集装箱里么?)
A: Sure, we can.
B: We also have some exhibits left, because we want to present them to the municipal art
gallery for their long-standing help. Could you make it for us?
A: 4 . (如果你不介意话的，我们装完箱就去做。)
B: That is right by all means.

Mr. Berate is the manager of Hope Exhibition Company. The Machinery Automation
Expo will open tomorrow. And now he is busy checking the decoration of the exhibition. He
enquires Edwards about the preparation of unpacking. Edward tells him they have got ready for
the unpacking because their staff are professional with enough unpacking tools and promises to
move all the exhibits to the booths with great care.
238

According to the schedule, the exhibits are arriving this afternoon. 根据日程安排，参
展产品将在下午到达。
unpacking 打开，取出
I hope you can organize your staff to move the exhibits to the booths. 我希望你能组织
员工帮助参展商把他们的展品搬到参展台。
实训项目七展台接待服务
Reception Service at Exhibition Hall
实训目标
应知应会
1. 学会向客人作自我介绍和向客人了解
1. 能用英语熟练介绍自己和参展产品
信息的方式方法
2. 熟练掌握参展产品的性能、价格，并能
2. 了解参展商品的种类及相关信息
就参展展品的价格折扣等方面的问题
3. 熟悉与客人在展会场所的常用的沟通
与客人进行沟通与交流。
技巧
Warming up
Match the guests’ requests with the clerk’s responses.
Requests:
1. We’ll be conducting a new series of training sessions (培训性会议) next year. Are you able
to serve this event in your hotel?
2. I remember you have had renovated (更新) the meeting facilities, right?
3. We have 15 trainees.
4. You will not charge us for audio-visual equipment, will you?
5. My last meeting was totally screwed up by those two incompetents who made sure that all
points were covered.
Responses
A. Now let me show you the floor plans (露面布置图) and sketches of the facilities (设施草图)
so that you can see how it can serve your future needs. I believe you would be very interested.
B. We are currently building a specially designed conference hall that will open in 6 months.
239
C. I’m sure I’ll find our smaller multimedia rooms ideally suited to your needs.
D. If you could guarantee 200 room nights, we can also sponsor your opening receptions.
E. We have just hired three experienced assistant convention managers. They would be happy
to shoulder these service details for you.
Decide whether the following statements are true or false.

________ Each leadership style affects moral in a different way and each style might be the
worse method at certain times, because it depends on the situation and how to use it.
________ The operational departments are more important than the supporting departments in
the hotel business.
________ Service knowledge, management skills and culture awareness are very important to
the supervisors and managers in hotel business.
________ The purpose of learning the art of management is that we can handle both employees
and our leaders properly in the future.
情景实训 1 展台接待服务
你是家用电器展销部的业务员，米尔顿先生来到你的展位，他想采购一些电冰箱，
并咨询该展品的情况。你告诉米尔顿先生，你们厂是电冰箱生产的专业厂家，该款冰箱
设计上的主要特点是防臭、低噪音、箱体内部宽敞并有良好的保修服务及合理的价格优
势等。根据所给情景进行对话训练。
Situational Training 1 Reception Service at the Exhibition Hall

You are the service clerk in the exhibition hall of household electric appliances. Mr.
Milton comes to your booth. He is looking for some refrigerators and enquire you some
information abut them. You tell him that you are a professional refrigerator manufacturer, and
the model is your featured product. Then you go on to introduce the characteristic of its design
including the special deodorizer, typical interior, its warranty and the price etc. Now, please
stimulate a conversation according to the given situation.

household electric appliances 家用电器 recommend sth.to sb. 向……人推荐
two-door frost-free refrigerator 双门无霜冰箱 featured product 展品
deodorizer 防臭装置 offensive operating noise 恼人的运行噪音
interior feature 室内结构特点 retail price 零售价
warranty period 保修期 warranty card 保修卡
the volume of the order 采购量 humidity control 湿度控制
240
Sample Dialogue 1
(A=Michael Brown; B=Clerk)
(In the exhibition hall of household electric appliances)
A: I am looking for some refrigerators. Would you recommend them to me?
B: Sure, we are professional manufacturers.
A: Is this a new model?
B: Yes. It’s our featured product. It is a two-door frost-free refrigerator. It has a deodorizer to
keep the fridge free off bad smell. Besides low noise is characteristic of its design which is
to reduce the offensive operating noise to a minimum. You won’t be disturbed even if it is
placed in the living room.
A: It sounds good. I would like to have a look at its interior.
B: It also has typical interior features: full-wide shelf, ice trays, humidity control…
A: How long is the warranty period?
B: Three years. If it is under warranty, you can enjoy free service. Even the warranty expires,
you can still enjoy a discount on any repair works by presenting the expired warranty card.
A: How about its price？
B: The recommended retail price is $488. If the volume of the order is large enough, you can
enjoy quantity discount.
A: Oh, it is expensive.
学以致用
Learn and Practice more

情景对话实训
A: Welcome to our showroom. What can I do for you?
B: I am interested in sports shoes. Would you please introduce them to me?
A: I am glad to. We provide a unique collection of sports shoes of different types and styles.
Scoccer shoes, basketball shoes, and racing shoes are our featured products.
B: 1 ? (你们公司是专门做运动鞋的吗?)
A: Of course. Our company is joint venture, 2 (在行业中领先). Most of products
are sold to the United States, Italy, France and some other European countries. Our head
office in New York provides us with the designs while we are responsible for the
manufacturing. As a multinational enterprise 3 (我们生产的产品引领时尚).
241
B: Good, are these shoes new?

A: yes, they are newly-developed or modified models. Durability, stability and light weight are
typical of them.
B: I can’t see any difference between your products and others.
A: well, our products are made of high-tech materials so that the shoes are cushioning, fit and
durable. Look, the shoes have a light, cushioned midsole and a durable outsole. Beside, the
upper is made of synthetic leather. 4 . (你可以试一下。) They may give you a
different feeling.
B: I would like to know their prices.
A: Actually there is a price tag attached to each pair of shoes. Have you noticed that?
B: yes, 5 ? (这是批发价还是零售价?)
A: retail prices, if you place a large order, you will enjoy a profitable discount. Here are some
of brochures and price lists. You may have a good study of them before you make a
decision.
B: thank you. It is very considerate of you.

(In the textile and garment exhibition hall)
Miss Brown comes to Mr. Wang’s booth on the last day of exhibition. She expresses her
appreciation of Mr. Wang’s products, their presentation and hospitality. At the same time, she
gives her own suggestions on their textile products colors.

Your cotton textiles are very appealing to me. 你们的棉织品对我很有吸引力。
The cotton cheongsams are selling well, especially the ones with the traditional Chinese
patterns and characters. 棉制旗袍很受欢迎，尤其是那些具有中国传统图案和文字的式
样更受欢迎。
catalogue（产品）目录
Our phone numbers and e-mail address are on the booklet I gave you. Please keep us
informed about your selling of our products. 我给你的小册子上有我们的电话号码和电子
邮件地址，请告诉我们你们的销售情况。
Mind Map
Sum up the main points of the service producer of Reception Service at Exhibition Hall on
this mind map.
242
243
参考文献
［1］张伟. 饭店英语［M］. 天津：南开大学出版社，2008.

［2］肖璇. 现代酒店英语实务教程［M］. 北京：世界图书公司，2006.
［3］陈江生. 实用酒店英语（第二版）
［M］. 大连：大连理工出版社，2009.
［4］胡扬政. 酒店英语服务实训［M］. 北京：清华大学出版社，2008.
［5］愈圆. 实用阶梯英语［M］. 大连：大连理工出版社，2010.
［6］郭赵康. 饭店实用英语［M］. 大连：东北财经大学出版社，2009.
［7］郭兆康. 饭店情景英语［M］. 上海：复旦大学出版社，2006.
［8］肖旋. 酒店职业英语（初级）［M］. 广州：广东旅游出版社，2007.
［9］黄晨. 会展英语［M］. 杭州：浙江大学出版社，2007.
166,178,179,232
113,183,217
244
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，
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中英文酒店服务实训教程

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中… Ⅱ ①曾… ②丘… Ⅲ ①饭店 － 商业服

中国版本图书馆 ＣＩＰ 数据核字 （２０１３） 第 １５０６７９ 号

ＩＳＢＮ ９７８ ７ ５６６３ ０７３７ ８

第一章 前台服务 Chapter I Front Desk ········································································ 1

实训项目四 会议代表签到服务 Meeting Delegates Registration Service ················· 229

2. Read and Learn

Situational Training 1 Making a Reservation for the Walk-in Guest

Now, please stimulate a dialogue according to the situation.

Useful Words and Expressions

B: Oh, Michael Brown and the number is 87978590.

Learn and Practice More

Make up a dialogue according to the following situation.

Situational Training 2 Simulated Writing

Useful Words and Expressions

Sample 2: Room Reservation Confirmation Form

Learn and Practice More

Situational Training 3 Making the Group Reservation

Now please stimulate a dialogue according to the situation.

Words and Expressions

We have a special rate for the group booking.

Learn and Practice More

A: (4) .（像往常一样，我们会给你 15%的折扣。）

B: My company will cover all the expenses with our voucher.

Make up a dialogue according to the following situation.

迈克尔先生致电于贵酒店想取消预订。原预订日期从 7 月 6 日起，一共 6 天。你是

Situational Training 1 Canceling the Reservation

Now, please stimulate a dialogue according to the situation.

Useful Words and Expressions

B: I’d like to cancel a reservation.

Learn and Practice More

Make up a dialogue according to the following situation.

Situational Training 2 Changing the Reservation

Now please stimulate a dialogue according to the situation.

Useful Words and Expressions

Learn and Practice More

Make up a dialogue according to the following situation.

Situational Training 1 Meeting the Guest at the Airport

Now, please stimulate a dialogue according to the situation.

Words and Expressions

Learn and Practice More

B: Only these three.

Make up a dialogue according to the following situation.

Situational Training 2 Receiving the Guest

Now, please stimulate a dialogue according to the situation.

Useful Words and Expressions

Good evening. (用于下午六点过后) 晚上好

Learn and Practice More

Make up a dialogue according to the following situation.

them and take them to the lobby.

Situational Training 3 Accompanying the Guest

Now, please stimulate a dialogue according to the situation.

Useful Words and Expressions

B: Yes. Here you are.

Learn and Practice More

Make up a dialogue according to the following situation.

Situational Training 4 Calling a Taxi for the Guest

Now, please stimulate a dialogue according to the situation.

Useful Words and Expressions

Learn and Practice More

Make up a dialogue according to the following situation.

Situational Training 1 Checking in for the Walk-in Guest

Now, please stimulate a dialogue according to the situation.

Useful Words and Expressions

中… Ⅱ ①曾… ②丘… Ⅲ ①饭店－商业服

中国版本图书馆ＣＩＰ数据核字（２０１３）第１５０６７９号

ＩＳＢＮ９７８ ７ ５６６３ ０７３７ ８

第一章前台服务 Chapter I Front Desk ········································································ 1

实训项目四会议代表签到服务 Meeting Delegates Registration Service ················· 229

性别出生日期停留事由职业/公司名称

国（境）外住址入住日期退房日期

签证签发机关：入境日期：入境口岸：接待单位：

日租：房号：值班职员签名：