酒店前台接待英语培训

中管网通用业频道2欢迎和问候语Goodmorning(afternoon,evening),sir(madam)Howdoyoudo?Howdoyoudo?Glad/Nicetomeetyou.Howareyou?Fine,thanks.Andyou?Welcometoourhotel.Wishyouamostpleasantstayinourhotel.Ihopeyouwillenjoyyourstaywithus.Ihopeyouareenjoyingyourstaywithus.Ihopeyouhaveenjoyedyourstaywithus.Haveagoodtime!电话用语FrontDesk.CanIhelpyou?Sorry,I’vedialedthewrongnumber.MayIspeaktoyourGeneralManager?-----Speaking.Sorry.Heisnotinatthemoment.Wouldyouliketoleaveamessage?Ibegyourpardon?/Pardon?祝贺语：Congratulations!MerryChristmas!Haveaniceholiday!Wishyoueverysuccess!答谢和应答语：Thankyouforyourhelp(advice,information)It’sverykindofyou.Youarewelcome.Notatall.Don’tmentionit.It’smypleasure.Withpleasure.Mypleasure.Iamalwaysatyourservice.Thankyouforstayinginourhotel.道歉语Iamsorry.Excuseme.I’msorry.It’smyfault.Sorrytohavekeptyouwaiting.Sorrytointerruptyou.I’msorryaboutthis.Iapologizeforthis.That’sallright.Let’sforgetit.征询语：CanIhelpyou?WhatcanIdoforyou?IsthereanythingIcandoforyou?Justamoment,please.MayIuseyourphone?指路用语：It’soppositeourhotel.It’sonthesecond(third)floor.Excuseme.Whereisthewashroom(restroom,elevator)?Thisway,please!Turnleft/right.It’sinthelobbynearthemainentrance.It’sattheendofthecorridor.提醒用语：Mind/Watchyourstep.Pleasebecareful.Pleasedon’tleaveanythingbehind.Don’tworry.Takeiteasy.Pleasedon’tsmokehere.告别语:Seeyoulater.Goodnight.Seeyoutomorrow.Goodbyeandthankyouforcoming.Goodbyeandhopetoseeyouagain.Haveanicetrip.Haveanicetriphome.(VISA)VisaInternationalServiceAssociation维萨卡CCBChinaConstructionBank中国建设银行ICBCIndustrial&CommercialBankOfChina中国工商银行BOCBankOfChina中国银行BOCBankOfCommunications交通银行CITICChinaCiticBank中信银行ABCAgricultureBankOfChina中国农业银行银行方面：酒店部门简写：FO(FrontOffice)前厅部HSKP（Housekeeping）客房部S&M(saleandMarketing)销售部SEC(Security)保安部F&B(Food&Beverage)餐饮部HR(HumanResource)人力资源部FD(FinancialDepartment)财务部EDP(ElectricDataProcessing)电脑部ENG（Engineer）工程部PR(PublicRelations)公关部前台常用简写：ID(Identification)身份证LateC/O（CheckOut）延迟退房RC（RegistrationCard）入住登记表SDB(SafeDepositBox)前台保险箱F(Female)女性M(Male)男性CHRG(Charge)收费InstantC/I(CheckIn)(快速)登记入住InstantC/O(CheckOut)（快速）退房IDD(InternationalDirectDial)国际长途电话DDD(DomesticDirectDial)国内长途电话MOD(MangerOnDuty)值班经理N/A(NoAnswer)无应答TBA(ToBeAdvised)等待通知VIP(VeryImportantPerson)重要客人CIP（CompanyImportantPerson）公司重要客人P/F(PayFor)为….付费P/B(PayBy)由….付费RSVN(Reservation)预定AR(AccountReceivable)应收帐CONF(Confidential)保密GSTS(GuestSatisfactionTrackingSystem)客人满意CXL(Cancellation)预订取消N/S(NoShow)预订未到CO(Company)公司T/A(TravelAgent)旅行社GRP(Group)团队PA(PublicArea)公共区域GTD(Guaranteed)担保W/I(WalkIn)无预定散客FIT(FrequentlyIndividualTraveler)散客T/C(Traveler’sCheque/Check)旅行支票W/C(WakeUpCall)M/C(MorningCall)叫醒服务PKG(package)包价N/B(NoBaggage)无行李S/O(SleepOut)外睡L/B(LittleBaggage)少量行李HSE(HouseUsed)酒店自用房DU(DayUsed)小时房CNF(Confirmation)确认COMP（Complementary）免费ARR(AverageRoomRate)平均房价PMS酒店电脑系统PSB(PublicSecurityBureau)公安局系统VC(VacantClear)干净空房VD(vacantDirty)脏房空房OC(OccupiedClear)占用干净房OD(Occupied)占用脏房VO(VacantOccupied)电脑显示空房,实际房间由人住OV(OccupiedVacant)电脑显示住人房，实际为空房OOS(OutOfService)维修房（房间改造，大修）OOO(OutOfOrder)维护房（小部分维修）前台常用术语：DueOut预退Refund退还PaidOut退客现金Occupied入住，被占用LateCheckOut延迟退房LateCharge延迟结帐HousePhone酒店内部电话In-HouseGuest在住客Overbooking超预定Block预留ExtraBed加床KingSize大床DND(DoNotDisturb)请勿打扰Over-Stay超过原定离店日期但未离店的客人FullHouse满房RateCode房价码MarketCode市场码PostingCode入帐码前厅分部：FrontofficeManager前厅部经理AM(AssistantManager)大堂副理Doorman门厅应接员Receptionist接待员Reservationist订房员Bellman行李员FrontOfficeCashier结帐员FrontOfficeInformationClerk前厅问讯员BC(BusinessCenter)商务中心GSC(GuestServiceCenter)总机Doubleroom大床房Singleroom单人间Twinroom双人房Suite套间deluxesuite豪华套房presidentialsuiteSM(Smoking吸烟房)NS(Non-smoking无烟房)HC(HandicappedRoom残疾人房)CR(ConnectingRoom连通房)NC(Non-connectingRoom不连通房)IF(InwardFacing内景房)OF(OutwardFacing外景房)RV(RiverView河景房)CV(CityView可以看到城市)NV(NorthView房间朝北)SV(SouthView房间朝南)(NearElevator离电梯较近)FE(FarawayfromElevator离电梯较远)NS(NearStair离楼道较近)BW(BigwashingRoom洗手间较大)FE(farawayfromElevator离电梯较远)BW(BigwashingRoom洗手间较大)SS(SmallsizeSuites小面积普通套房)BS(BigsizeSuites大面积普通套房)SB(SmallsizeBusinessSuites小面积商务套房)BB(BigsizeBusinessSuites大面积商务套房)RG(Regularguest回头客)FV(Firstvisitor第一次入住的客人)AS(Airportsendoff送机)II(Instantcheckin快速登记)BS(Babysitting保姆服务)EA(Earlyarrival早到房)PA(Pre-arrival通知提前到店)BL(Bedextralength加长／宽床)HM(Hardmattress硬床垫)BD(Bedboard床板)