词汇 Vocabulary
前台
Reception/Front Desk
预订处
Reservation
经理
Manager
主管
Director
大堂副理
Assistant Manager
宾客关系主任GRO
Guest Relation Officer
总台接待员
Receptionist
话务员/接线员
Operator
行李员
Bellboy
服务员
Waiter/ Waitress
楼层服务员
Chambermaid/ Floor Attendant
大堂
Lobby
卫生间
base Room / Washroom /Restroom
表格
Form
登记
Registration /Register /Check-In
接待
Receive
登记单
Registration Form
性别
Gender
到达日期
Date of Arrival / Arrival Date
离店日期
Date of Departure / Departure Date
公司名称
Company Name
职业
Occupation
有效期限
Date of Validity
入境口岸
Entry Port
拟住天数
Length of Stay
加床
Extra Bed / Rollaway Bed
延长退房/继住
Extension of Stay
换房
Room Change/ Change Room
预订单
Reservation Record
预订记录
Reservation Record
等候名单
Waiting List
到达/到客名单
Arrival List
Arrival Time / Date
Departure Time/ Date
Estimated Time of Arrival
Estimated Time of Departure
欢迎卡
Welcome Card
住房率/出租率
Occupancy Rate
超额预订
Overbook
每日客情预报表
Rooms Forecast Daily Report
客史档案
Guest History
金卡会员
Gold Club Member
用正楷书写
In Block Letters / In Print / In Capital Letters
出生日期
Date of Birth
详细家庭地址
Full Home Address
入境签证号
Entry Permit Number
旺季
High Season
淡季
Low Season
空房/VAC
Vacant Room
待修房/OOO
Out of Order
住客房/OCC
Occupied Room
酒店自用房/HU
Hotel Use
重锁房/DL
Double Locked
脏房/走客房 VD
Vacant Dirty
请勿打扰/DND
Do Not Disturb
贵宾/VIP
Very Important Person
外宿/OOT
Out of Town
入住/C /I
Check in
退房/C /O
Check Out
有预未订入住
No-Show
散客
Walk In Guest
团体预订
Group Reservation
等候排房名单
Waiting List
接机服务
Pick-Up Service / Limousine Service
行李
Baggage / Luggage
行李寄存
Leave/ Deposit/ Store /Check Baggage
雨伞
Umbrella
叫早服务
Morning Call
贵重物品
Valuables
易碎物品
Fragile Objects
手提箱/衣箱
Suitcase
身份证
I.D Card / Identity Card
护照
Passport
签证
Visa
入境签证
Entry Visa
出入境管理
Entry and Exit Control
团体签证
Group Visa
回乡证
Return Home Card
台胞证
Taiwan Compatriots Card
居留证
Residence Permit
国籍
Nationality
填写
Fill in
签名
Signature
全称
Full Name
Surname
First Name
曾用名
Former Name
闭路电视
Closed Circuit Television
卫星电视
Satellite Television
音响/高保真
Hi-Fi - High Fidelity
旅行社
Travel Service / Travel Agency
导游
Tour Guide
海外领队
Overseas Escort
旅行团（队）领队
Tour Director/ Leader
团队分房名单
Rooming List
Foreign Independent Traveler
长住客人
Long Stay Guest
常客
Regular Guest / Familiar Guest / Frequent Guest
回头客
Repeat Guest
旅行团
Tour Group
口讯
Message
投诉
Complaint / Complain
处理投诉
Handle / Settle Complaint
道歉
Apology / Apologize
标准价/原价/门市价/
散客价 Rack Rate
团队价
Group Rate
优惠价
Commercial Rate
合同价
Contract Rate
折扣价
Discount Rate
取消
Cancellation / Cancel
确认
Confirmation / Confirm
确认预订
Confirmed Reservation / Booking
保证预订
Guaranteed Booking
更改
Change
延长
Extension /Extent / Prolong
延迟
Delay
票券
Voucher / Ticket / Coupon
自助早餐（券）
Buffet Breakfast(Voucher)
自助晚餐（券）
Buffet Dinner(Voucher)
中式点心
Chinese Refreshment
套房
Suite
标准房
Standard Room
单人房
Single Room / Single
双人房
Double Room / Double
带淋浴的双人房
Twin Beds with Shower
商务套房
Business Suite
豪华套房
Deluxe Suite
总统套房
Presidential Suite
客房设施
Room Facilities
单人床
Twin-Size Bed
双人床
Double-Size Bed
大号双人床
Queen-Size Bed
特大号双人床
King-Size Bed
加床
Extra Bed / Rollaway Bed / Foldaway Bed
空调
Air-Conditioner
中央空调系统
Central Air Conditioning System
温度调节器
Temperature Adjuster
宽敞
Spacious
舒适
Comfortable / Cozy
保险箱
Safe Box
小酒吧/小冰箱
Mini-Bar
洗衣服务
Laundry Service
快洗
Express Laundry Service
普通洗
Ordinary/ Normal Laundry Service
传真机
Fax Machine / Facsimile Machine
彩色打印机
Color Printer
激光打印机
Laser Printer
电脑
Computer
扫描仪
Scanner
录相机
Video Recorder
投影仪
Overhead Projector
幻灯机
Slide Projector
碎纸机
Paper Scraper
传真首页
Cover Sheet
圆珠笔
Ballpoint Pen
日历
Calendar
白板笔
Marker
笔记本
Notebook
信纸
Writing Paper
信封
Envelope
邮票
Stamp
邮政编码
Zip Code
报纸
Newspaper
杂志
Magazine
快递服务
Express Mail Service
文件夹（夹子）
Clip
文件夹（合页）
Folder
文件夹（垫板/写字板）
Clipboard / Arch board
扣钉文件夹
Fastener Binder
文件袋
File / File Bag / Clear Bag
尺子
Ruler
小刀
Knife
剪刀
Scissors
橡皮擦
Eraser
回形针
Paper Clips
大头针
Pin
胶水
Glue
印台
Stamp Pad
打孔器
Punch / Paper Punch
计算器
Calculator
电脑
Computer
显示器
Video Monitor
键盘
Key Board
鼠标
Mouse
Telephone Set
Telephone Number
Outside Call
House Call
分机
Extension
Telephone Directory
Domestic Direct Dialing
International Direct Dialing
Make A Long Distance Call
Local Call
I.P. Call
International Call
Transfer Call
Urgent Call
无人接听
No Answer
国家/地区代码
Country Code / Region Code
地区代码
Area Code
Telephone Directory
Yellow Pages
占线
Engaged/Busy
服务费
Service Charge
八折
Twenty Percent Discount
Mobile
充电器
Charger
沙发
Sofa
椅子
Chair
商务洽谈室
Business Meeting Room
书架
Bookshelf
委托代办服务
Miscellaneous Service For The Guest
代印名片
Namecard-Printing Service
地图
Map
烟灰缸
Ashtray
垃圾筒
Trash Bin / Waste Basket
插座
Socket
插头
Plug/Adapter
鲜花店
Flower Shop
鲜花
Fresh Flower
花蓝
Floral Basket/A Basket Of Flowers
盆景
Miniature
航班号码
Flight Number
时刻表
Timetable
不定期机票
Open Ticket
直达航班
Direct Flight
包机
Charter Flight
正常/定期航班
Regular Flight
免费托运行李重量
Free Baggage Allowance
头等舱
First Class
商务舱
Business Class
经济舱
Economy Class
单程机票
Single Ticket/One Way Ticket
双程机票
Return Ticket/Round Trip Ticket
确认/再确认
Confirm/Reconfirm
旅程/行程
Journey/Trip
纪念品
Souvenir
手推车
Trolley/Cart
走廊
Corridor/Passage/Passageway
邮件
分发
Delivery/Distribute
包裹
Parcel/Package
方便/便利
Convenience/Convenient
不便/麻烦
Inconvenience/Inconvenient
通知
Inform
提醒
Remind
赠偿
Compensation/Indemnity
损坏/损毁
Damage
语句 Sentence
01
预订 reservations
1、Good evening, XX Hotel, Reception, how may I help you? / What can Ido for you?
晚上好，XX酒店，总台，需要帮忙吗？
2、What kind of room would you like to book?
您要什么样的房间呢？
3、We have single rooms ,double rooms, business, deluxe suites and a presidential suite.
我们有单人房、双人房、商务套房、豪华套房和总统套房。
4、What kind of room do you want? And for when?
您想订什么房间？什么时候要？
5、Forwhat dates, please?
什么日期的？
6、Wait a moment, please. Let me check the recent reservations.
请稍等一下，让我查一下最近的订房情况。
7、Just amoment, please. Let me check and see if there is a room available?
请稍等，我查一下是否有空房？
8、Yes, we do have a single room for tomorrow.
我们明天有单人房。
9、I′m sorry, but we′refully booked for single rooms. Would you like to have a double room?
很抱歉，单人房全部预订出去了。双人房可以吗？
10、I′m sorry, but the hotel is full on that date.
很抱歉，但那天，酒店客满。
11、It′s…yuan per room per night, with breakfast.
一个晚上是...元，包含早餐。
12、We offer…percent discount for a group reservation, sir.
先生，我们对团体预订提供…折优惠。
13、This is the best price we can offer,because the company doesn’t make a contract/anagreement with us.
该公司未跟我店签约，这是我们能提供的最低折扣。
14、Ingeneral, we offer the walk-in guest a 20% discount. But the 40% discount can be considered if you want more than ten rooms.
一般散客只打八折，如果您需要十间以上，我们会考虑提供六折优惠。
15、Is it too expensive for you? How about you check in now, then I’ll speak to my manager and try to give a better price.
是否标准不够，这样好吗？您先住下来，我马上请示经理，争取给您更优惠的价格。
02
订金/押金 deposit
16、could you ask your company/host unit topay/remit the deposit to us ahead of your arrival, if they will cover your expenses?
如果您的费用由公司/接待单位帮您付，能否请他们预交押金？
17、please pay…yuan in advance.
请预付…元。
18、please remit us 30% of the total amount and confirm your reservation before you arrive.
请汇款总房价的30%，并在您到达前确认一下订房。
19、please pay the deposit over there first.
请您先到那边付一下订金。
20、There is not any discount for service charge.
服务费恕不打折。
21、Could you give me your name and telephone number, please?/ Could you tell me your friend’s name?
22、Who is the reservation for, madam?
女士，给哪位预订的？
23、How do you spell it, sir?
怎么拼写？
24、Could you tell me the flight number,please?
请问航班号是…
25、Please tell your friend to check in before six tomorrow evening.
请通知您的朋友在明晚6点前登记住店。
26、you can make a room reservation by correspondence, telephone, fax, or email. We’ll reply according to the situation.
03
登记入住 Work in
30、Do you have any reservations, sir?/Have you made a reservation?
请问您有预订吗？
31、Have you got the confirmation of your reservation?
您有订房确认函吗？
32、Who made it for you? The…(company name) or some other unit?
请问谁帮您订房的？是…（公司名称）还是其他单位？
33、May I have your name？
可以知道一下您的名字吗？
34、What kind of rooms would you like?Single or double?
先生，请问您要什么房？单人房还是双人房？
35、How long will you be with us?/How long are you going to stay here?
您打算住多久？
04
介绍房间 About the Rooms
36、We have different types of rooms: singles, doubles and suites. And they vary in rates:…yuan and …yuan for a single room，…
我们有不同种类的房间：单人房、双人房、套房，价格是多种的，单人房：…元、…元，…
37、The facilities in all rooms are the same.
每个房间里的设备都是一样的。
38、There is closed circuit television and a hi-fi system in the room.
房间里有闭路电视和音响。
39、I think they are equally elegant and comfortable.
我觉得它们都很雅观、舒适。
40、Your room is facing the garden / street/…and it is lovely.
您的房间面向庭院/闹市/…，景色很不错的。
05
推荐其他房间 Recommendations
41、Sorry,sir. All double rooms are occupied. How about having a suite?
对不起，先生，双人房满了，套间怎么样？
42、Sorry,all our rooms fully occupied.
对不起，所有的房间都客满了。
很抱歉，大部分房间都客满了，现在只有套房。套房包括客厅、卧室（双床）和浴室，房价是……元，先住一个晚上，好吗？
44、Would you please take a double room for tonight?
今天晚上您先住一间双人房，好吗？
45、Sorry,since most of the rooms are occupied at the moment, we can only give you two rooms on different floors. Will that be all right?
对不起，因为大多数房间都客满了，我们只能给您两间不同楼层的房间，可以吗？
46、A guest will check out at 3:00 this afternoon. We can give you that single room if you don’t mind waiting.
一位客人下午3点离店，如果您不介意多等候，我们将为您安排那间单人房。
47、Don’t worry,sir. There are some other hotels around here and the nearest one is the …Hotel.
别担心，先生，这里附近还有别的酒店……酒店是最近的一间。
48、You may come here again tomorrow morning if you want to make a change.
您要换房的话，明天早上再来办理，好吗？
06
办理入住 Check-in
49、May I have a look at your passport, sir?Would you show me your passport, please?Have you got any identification, madam?
请出示一下您的护照/证件，好吗？
50、Would you please show me your valid identity certificate? Thank you.
请出示一下您的有效身份证明，好吗，谢谢！
51、Would you please fill in this form?Would you mind filling in the registration form,madam?
麻烦您填写一下这张表/登记表，好吗？
52、Excuseme, what′s your latest entry port and date?
请问，您最近一次的入境口岸和日期是…？
53、Excuseme, where is the date of expiration on your passport?
请问，您签证盖章在护照的哪一页？
54、please fill in your passport number.
请填上您的护照号码。
55、Have you got a group visa, sir? May I make a copy of it?
您有团体签证吗？我复印一份，可以吗？
56、Would you sign here, please?
麻烦您在这签一下名。
57、How are you going to pay, in cash or by credit card? / How would you like to pay?
请问您打算如何付款，用现金还是信用卡？
58、Please pay when you check out.
请您退房时结帐。
Smith先生，您的房间是907，这是钥匙。
60、your room is 1006. This is your welcome card. It will be more convenient and enjoyable for you to use it in our hotel.
您的房间号码是1006。这是您的欢迎卡，在酒店使用它会令您更加方便，愉快。
61、With the welcome card, the guest can sign the bill in our hotel. The cost will be added to the room account, but it only be accepted with the same signature as that one on the welcome card.
客人可凭欢迎卡在店内签单消费，帐入房费，但须客人本人的签名方才有效。
62、Sorry,according to the hotel policy, you have to pay the rent for the extension of your stay.
根据酒店规定，您要付续住房间的房租。
63、You have to pay the full charge.
您要付全价的。
07
办理退房 Check-out
64、Would you need check-out?
您需要退房吗？
65、Your room number is XXX?
您的房间号是XXX?
66、Wait a moment, please
您稍等一下。
67、How was your feelings about staying our hotel? Could you give us some advices?
您觉得您在店期间对酒店还满意吗？有什么我们需要改进的吗？
68、How would you like to pay, in cash or by credit card?
请问您是用现金付款还是用信用卡付款？
69、 Do you have something drink or eat mini-bar?
请问您在房间里迷你吧有什么消费吗？
70、Please check it and sign here.
请您确认一下账单，在这里签字。
71、Do you need invoice?
您需要开发票吗？
72、This is your bills .I will put it into the envelop for you.
这是您的账单、刷卡凭条与发票，我帮您放在信封里。
73、Do you have some important things left your room. eg passport\airline ticket\wallet and so on.