1、1星级酒店员工英语手册2ContentsContentsContentsContents目目录录PartPartPartPart OneOneOneOneElementaryElementaryElementaryElementary EnglishEnglishEnglishEnglish公共英语公共英语 Courtesy Service English 礼仪英语01 Hotel Facilities 酒店设施03 Situational Responses 情景应答.04PartPartPartPart TwoTwoTwoTwoServiceServiceServiceService En2、glishEnglishEnglishEnglish ForForForFor EachEachEachEach DepartmentDepartmentDepartmentDepartment部门岗位英语部门岗位英语1、Front Office 前厅.072、FB 餐饮部.11Chinese Restaurant 中餐.11Italian RestaurantTeppanyaki 意餐及铁餐.13The Bar 酒吧.15Key Words 重要单词.183、Housekeeping 管家部224、The SpaHealth Club 桑拿及健康中心.263PartPartPartPart 3、ThreeThreeThreeThreeDepartmentsDepartmentsDepartmentsDepartmentsAndAndAndAnd PositionsPositionsPositionsPositions酒店部门和职位名称酒店部门和职位名称一、一、C C C Courtesyourtesyourtesyourtesy ServiceServiceServiceService EnglishEnglishEnglishEnglish礼仪英语礼仪英语欢迎和问候语欢迎和问候语 GreetingsGreetingsGreetingsGreetings1.Good morning(4、afternoon,evening),sir(madam).早上（下午、晚上）好，先生（夫人）2.How do you do?您好！（初次见面）How do you do?您好！Glad to meet you.很高兴见到您。3.How are you?您好吗？Fine,thanks.And you?好的，谢谢，您呢？4.Welcome to our hotel(restaurant).欢迎到我们酒店（餐厅）来。5.Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快.(客人刚入店时)6.I hope you will enjoy you5、r stay with us.希望您在我们酒店过得愉快。（客人在酒店逗留期间）7.Have a good time!祝您过得愉快！电话用语电话用语 TermsTermsTermsTerms ofofofofTelephoneTelephoneTelephoneTelephone8.Good morning,Front Desk.Can I help you?早上好，前厅。请问有什么可以帮到您的？9.Sorry,Ive dialed the wrong number.对不起，我拨错号了。10.Please press 9 first and when you hear the dialing t6、one,press the number you want.4请先拨 9，听到拨号音后再拨您所要的号码。11.Hold on,please.请稍等。12.Sorry.He is not in at the moment.对不起，他现在不在。Would you like to leave a message?您要留口信吗？13.Would you repeat that,please?对不起，请再说一遍好吗？I beg your pardon?对不起，请再说一遍好吗？祝贺语祝贺语 CongratulationsCongratulationsCongratulationsCongratulatio7、ns14.Congratulations!祝贺您!15.Happy birthday!生日快乐!16.Happy New Year!新年快乐!17.Merry Christmas!圣诞快乐!18.Have a nice holiday!节日快乐!19.Wish you every success!祝您成功!答谢和应答语答谢和应答语 ThanksThanksThanksThanks andandandand ResponsesResponsesResponsesResponses20.Thank you(very much).谢谢您（非常感谢）。21.Thank you for your adv8、ice(information,help).感谢您的忠告（信息、帮助）。22.Its very kind of you.您真客气。23.Youare welcome.不用谢。24.Not at all.不用谢。Dont mention it.不用谢。25.Its my pleasure.非常高兴为您服务。Im glad that I can help.很高兴能帮到您。26.Im always at your service.乐意为您效劳。27.Thank you for staying in our hotel.感谢您在我们酒店下榻。道歉语道歉语 ApologiesApologiesApolo9、giesApologies528.Im sorry.很抱歉。29.Excuse me.对不起。30.Im sorry.Its my fault.很抱歉，那是我的过错。31.Sorry to have kept you waiting.对不起，让您久等了。32.Sorry to interrupt you.对不起，打扰您了。33.Im sorry about this.我对此表示抱歉。34.I do apologize for this.我为此道歉。35.Lets forget it.算了吧。征询与应答语征询与应答语 RequestsRequestsRequestsRequests&Respon10、sesResponsesResponsesResponses36.Can(May)I help you?/What can I do for you?我能为您做什么？37.May I have your name?能告诉我您的名字吗？38.Just a moment,please.请稍等一下。39.I see.我明白了。40.All right.好的。41.Thats fine.好极了。42.Yes,of course./Certainly./Sure.当然可以。指路用语指路用语GivingGivingGivingGiving DirectionsDirectionsDirectionsDir11、ections43.Its on the second(third)floor.在二（三）楼。44.Turn left/right.往左/右转。45.This way,please.请这边走。46.Ill show you the way.我带您走。47.Its at the end of the corridor.在走廊尽头。48.Its in the lobby near the main entrance.在大厅靠近大门。提醒用语提醒用语 RemindRemindRemindRemind TermsTermsTermsTerms49.Mind(Watch)your step.请走好。6512、0.Please be careful.请当心。51.Dont worry.别担心。52.Take it easy.放心好了。53.Please dont leave anything behind.请别遗忘您的东西。告别用语告别用语 PartingsPartingsPartingsPartings54.Good-bye.再见。55.See you later.一会见。56.Good night.晚安。57.Good-bye and hope to see you again.再见，希望再见到您。二、二、酒店设施酒店设施 HotelHotelHotelHotel facilitfacilitf13、acilitfacilitiesiesiesies酒店名称酒店名称：XXX 大酒店NAMENAMENAMENAME：酒店总机/Tel.：酒店传真/Fax.：邮编/P.C.:地址/Address:网址/Website:电子邮箱/A 栋：TowerA一楼/1F菲菲酒廊TheAfrica Deck大堂副理Assistant Manager前台接待处Reception Counter7商务中心Business Center礼宾部Concierge收银处Cashier商场Boutique意大利复合餐厅Romanzo Italian Restaurant二楼/2F悦中餐厅YueChinese Restau14、rant三楼/3F竹村日本料理Takemura Japanese Restaurant石坊铁板烧Teppanyaki四楼/4 F健康中心The Spa桑拿及蒸汽浴：Sauna&Steam游泳池Swimming Pool健身房Gymnasium五楼/5 F 及以上客房Guest Rooms&Suites七、九楼/7、9F无烟楼层Non-smoking Floor九楼/9 F仕女楼层Ladies Floor十楼 10F总统套房President Suite8B 栋:Tower B一、二楼/1,2F停车场Parking Lot三楼/3F娱乐部KTV雪茄吧Cigar Bar四楼/4F国际宴会厅Banq15、ueting Hall五楼/5 F 及以上客房Guest Rooms&SuitesC 栋:Tower C五楼/5 F客房Guest Rooms&Suites六楼/6F行政办公室Executive Office三、SituationalSituationalSituationalSituational ResponsesResponsesResponsesResponses 情景应答情景应答饭店员工必用词汇饭店员工必用词汇Please.请。Excuse me.对不起。Pardon?对不起，请您再说一遍好吗？Im very sorry.非常抱歉。Thank you.谢谢。听见或遇到对客人不利的事时16、：听见或遇到对客人不利的事时：9Im sorry to hear that.I hope you will get better soon.听到这个我很遗憾，我希望您很快会好起来。Im sorry to hear that.Take it easy today.听到这个我很遗憾，今天您可别着急。客人碰到意外时：客人碰到意外时：I hope you did not hurt yourself.我希望您没有受伤。Are you hurt?/Did you hurt yourself?您伤着没有？离开客人时：离开客人时：Have a nice day.祝您今天过得愉快。Have a good wee17、kend.祝您周末快乐。当客人要什么东西时：当客人要什么东西时：Certainly,sir.If you can excuse me,Ill fetch it.好的，先生。如果您能允许我离开的话，我去把它拿来。Yes,sir.Its no problem.好的，先生。这不成问题。Here you are,sir.这儿就是，先生。Just a moment,please,miss.Ill go and get it right away.小姐，请稍候片刻。我马上给您去拿来。Immediately,madam.夫人，我马上去拿来。Sorry to have kept you waiting.很抱歉18、让您久等了。给客人让路时：给客人让路时：After you/you first,madam/sir.夫人/先生，您先请推小车或提重物经过客人身旁时：推小车或提重物经过客人身旁时：Excuse me,madam.请原谅，夫人。Could you please make way,madam?可不可以请您让让路，夫人？May I come through,please?请问我可以穿过去吗？通过之后：通过之后：10Thank you,madam.谢谢您，夫人。上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时：上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时：Excuse me,plea19、se.请原谅。偶然碰撞客人时：偶然碰撞客人时：I beg your pardon.请您原谅。当客人询问是不是可以拿某物时：当客人询问是不是可以拿某物时：Certainly,sir/madam.Let me help you.当然可以，先生。让我来帮您。Yes,sir.Allow me.是的，先生，请允许我来帮您。Go ahead,please.Youre welcome.请拿吧，您可以随意使用。Take mine,madam.请用我的，夫人。看见客人在搬椅子等或需要帮助时：看见客人在搬椅子等或需要帮助时：Allow me,madam.请允许我帮您，夫人。Let me take that,sir20、.让我来拿，先生。当客人送东西给你时：当客人送东西给你时：可以接受：可以接受：Its very kind of you.I dont know how to thank you properly.Youreally shouldnt have.您真好。我不知道怎样谢您才好。您真的不必那么客气。婉言谢绝：婉言谢绝：Thank you,but we are not allowed to drink on duty.谢谢，不能。上班时我们不允许喝酒。Thank you very much,but I cant accept.十分感谢，不过我不能接受。当中断和客人的交谈时当中断和客人的交谈时Excus21、e me.I have to serve that guest.请原谅，我得去照料那位客人。Im sorry,sir,Ive got to go.Nice talking with you.很抱歉，先生，我必须走啦。和您谈话真令人愉快。Will you excuse me,please?抱歉。11当外宾对你解释什么事情时：当外宾对你解释什么事情时：I see.我明白。Yes,I see.是的，我明白。如果同意他的话：如果同意他的话：Thats true.确实这样。Yes,exactly.完全如此。如果对所听到的事感到意外：如果对所听到的事感到意外：Really?How interesting!22、真的吗？多有趣。Is that so?是那样的吗？当客人因为自己动作慢、手脚不灵或残疾而感到困窘时：当客人因为自己动作慢、手脚不灵或残疾而感到困窘时：Please take your time,sir,Theres no hurry.请慢慢来，先生。不用忙。Dont worry,madam.Well see to it.不必担心，夫人。我们会料理的。Dont worry,sir.Well clean it up.不必担心，先生。我们会把它收拾干净的。当请客人签字，询问等而不得不打断他的谈话时：当请客人签字，询问等而不得不打断他的谈话时：Excuse me,sir.May I have your23、 room number?请原谅，先生，您的房间号码？Excuse me for interrupting.请原谅我打断您。Would you spare me a few minutes,please?我可以占用您一些时间吗？May I speak to you for a moment,madam?我可以和您谈一会儿话吗，夫人？Would you please sign this?请您在这里签字好吗？当人手短缺而外宾需要服务时：当人手短缺而外宾需要服务时：Ill be with you in a moment,sir.我一会儿就来招呼您，先生。Im sorry,but I have to 24、take each guest by turn,sir.很抱歉,我得按先后次序为顾客服务,先生。Ill be with you as soon as possible.我将尽快来为您服务。当客人提出批评时或投诉时当客人提出批评时或投诉时Thank you for telling us,madam.It wont happen again.Please accept our apologies.I will let12our manager know.谢谢您告诉我们，夫人。这种事不会再发生。请接受我们的道歉。我会把这件事向我们经理报告的。Im really sorry，Ill look into25、 the matter right away.It wont happen next time.很抱歉，我将立刻调查这件事，下次不会再发生了。领路的时候：领路的时候：Please follow me,sir.先生，请跟我来。Would you please come this way?Its along here.请您这边走，好吗？那是在这儿。如果客人有跌倒的危险：如果客人有跌倒的危险：Mind(Watch)your step,sir.请当心，先生/走路小心，先生。May I suggest you hold the rail?Its very slippery,sir.请您扶好扶手。这儿很滑26、，先生。当领客人到目的地时：当领客人到目的地时：Here we are,Room 1506.1506 号房间到啦。当服务完离开客人的房间或餐桌时：当服务完离开客人的房间或餐桌时：Will that be all,madam and sir?就这些吗，夫人，先生。Is there anything else I can do for you?我还能为您做些别的什么东西？四四、WorldWorldWorldWorld PopularPopularPopularPopularHolidaysHolidaysHolidaysHolidaysAndAndAndAnd FestivalsFestivals27、FestivalsFestivals 中外流行节假日中外流行节假日New Year儿童节（6 月 1 日）元旦（1 月 1 日）Fathers DayChinese Spring Festival/Luna New Year父亲节（每年 6 月的第春节（正月初一至十五）三个星期日）Valentines DayDragon Boat Festival13情人节（2 月 14 日）端午节（农历 5 月 5 日）Festival of LanternsChinese Valentine元宵节、灯节（农历正月十五）七夕（农历七月初七）International Womens DayMid-Autumn28、 Festival国际妇女节（3 月 8 日）中秋节（农历 8 月 15 日）April FoolsDayHalloween愚人节（4 月 1 日）万圣节前夕（10 月 30 日）May DayAllhallowmas国际劳动节（5 月 1 日）万圣节、鬼节（10 月 31 日）Mothers DayEaster Sunday母亲节（每年 5 月的第二个星期日）复活节(3 月 21 日或该日后月Childrens Day圆以后第一个星期日)14Thanksgiving感恩节（11 月的第四个星期四）Christmas Eve圣诞节前夕、平安夜（12 月 24 日）Christmas圣诞节（1229、 月 25 日）Boxing Day节礼日（圣诞节次日，圣诞节后的第一个工作日）各部门常用服务英语各部门常用服务英语PARTPARTPARTPARTServiceServiceServiceService EnglishEnglishEnglishEnglish forforforfor EachEachEachEach DepartmentDepartmentDepartmentDepartment前厅部前厅部常用词汇常用词汇KeyKeyKeyKey WordsWordsWordsWords：lobby 大堂settle the bill 结算receptionist 前台接待员credit30、 card 信用卡concierge 礼宾部available 可用的，存在的business center 商务中心reservev.预订assistant manager 大堂副理cancelv.取消operator 接线员date 日期bellboy 行李生departure time 离开时间door boy/girl 门童/门女trolley cart 行李车check in 入住luggage room 行李房check out 退房luggage tag/label 行李标签extendv.续住a piece of 一件（行李）15market price 市价safe 保险箱t31、ariff 房价表valuables 贵重物品special rate 优惠价luxurious 豪华的be fully booked 预订客满suitcase 箱子40 percent discount 六折trunk 汽车尾部行李箱high/off season 旺/淡季twin 两张单人床间single room 单人间taxi 的士suite 套房put/leave the luggagepresident suite 总统套房存放行李vacant/vacancy 空房claim/pick luggage 取行李identification card 身份证transfer 转移pas32、sport 护照packv.n.包装registration form 登记表city center 市中心deposit 押金flight number 航班号voucher 凭证单，优惠券round trip ticket 往返票invoice 发票fax 传真cheque 支票copy 复印sign 签字translate/interpret 翻译fill in the form 填写表格original mail 平信arrangev.安排cash 现金exchange rate 汇率EMS(Express Mail Service)cashiers desk 兑换处postcard 33、明信片VIP 贵宾walk in guest 散客long stay 长住receipt 收据16nationality 国籍registered mail 挂号信no show 未到receiver 听筒business card 名片internal line 内线service chargeclerk 文员服务费outside call 外线procedure fee 手续费local call 市内电话extra key 备用钥匙long-distance call 长途电话IDC National Direct Call国内直拨connection 接通bill 帐单the line34、 is busy 电话忙IDD International Direct Callno body answer 无人接听国际直拨telephone directory 电话薄prefix 010 国际电话代号replace the phone 挂上电话hold on 别挂电话leave message 留言connection is badpost code 区号听不清walk-in guest 散客pay phone 公用电话前厅服务英语前厅服务英语ServiceServiceServiceService EnglishEnglishEnglishEnglish ForForForFor F35、rontFrontFrontFront officeofficeofficeoffice1.Good morning,Reservation,may I help you?早上好，客房预订部，可以为您效劳吗？2.May I have your name and telephone number?能告诉我您的名字和电话吗？3.May I know your arrival and departure date?请问您打算住多久呢？4.What kind of room would you prefer?您想要什么样的房间呢？175.How many rooms do you need?您需要几间36、呢？6.How many guests do you have?您一行共有多少位客人呢？7.When would you expect to arrive?您什么时候能到呢？8.Hold on,please.Ill check our room availability for those days.请别挂断,我查一下那几天有没有空房。9.Im sorry,but we have no deluxe room available for those days,but we can offer youExecutive Suit.很抱歉恐怕那几天没有豪华间了，但我们还有行政套房。10.We wi37、ll do our best to book you into deluxe room.我们尽量为您订豪华间。11.The daily rate of the deluxe room is RMB780 with 10%service charge.豪华客房的价格是人民币 780 元加 10%的服务费。12.We offer special rates for your company,sir.For all type of rooms there is a 50%discount.我们为贵公司提供房价五折优惠。13.How would you like to guarantee your r38、eservation?您想怎样担保您的预订呢？14.Would you like us to arrange a car to pick up you at the airport?需要我们派车去机场接您吗？15.I will connect you with the Concierge.我帮您转接礼宾部。16.May I confirm the reservation,sir?AElite room from May26th to 29th.Am I right?先生，确认一下您的预约好吗？一间 5 月 26 日至 29 日的雅致客房，对吗？17.We will extend the res39、ervation(make the cancellation/the correction/the change)for you.谢谢您，我们会为您延长（取消/改正/变更）18.Do you have a reservation with us,sir?请问您有没有预订，先生？19.Im very sorry,our rooms are fully booked today.May I introduce a hotel nearby for you?很抱歉，今天客房全部满了，为您介绍附近的酒店好吗？20.Just moment,please,Ill check our reservation40、 record.请稍等，我查一下预约记录。21.Yessir.I have your reservation right here,we are expecting you.对的，先生。您的预订在18这儿，我们正等候您的光临。22.Could I see your passports/ID card,sir?先生，请出示您的护照/身份证好吗？23.Would you please fill in the registration card?请填写这张登记卡好吗？24.Would you please pay RMB1000 for deposit？请付人民币 1000 元做押金。25.Here41、s your room key to 908 and room card,please keep them.Your room is on the 9thfloor;the bellboy will show you up.Enjoy your stay,sir.这是您的 908 号房间钥匙和房卡。您的房间在 9 楼，行李生会领您上去的。希望您过得愉快，先生。26.Good morning,may I have your room number please?早上好，请问您的房间号码？27.Mr.Scout,did you consume anything in your Mini bar?斯42、格特先生,您消费过迷你吧吗？28.How would you like to settle your bill?您选择怎样的付账方式呢？29.May I take a print of your card?我能刷一下您的卡吗？30.Mr.Scout,here is your bill,Please check it.斯格特先生，这是您的账单，请复核。31.This figure here accounts for the room service that you used yesterday.这个数字是您昨天消费客房送餐的费用。32.Here is your deposit receipt,43、please keep it with you during you stay with us and present thisreceipt upon you check out for settlement.这是您的押金收据，请保存好，结帐时请出示此收据。33.It comes to 900RMB at todays exchange rate.根据今天的汇率一共是 900 人民币。34.Do you have luggage in the trunk?行李箱里有没有行李呢？35.May I help you with your luggage,sir?先生，需要我帮您拿行李吗？36.I 44、will show you to your room.This way,please.我带您到您的房间去，请跟我来。37.How many pieces of luggage do you have?您有几件行李呢？38.Is this all your luggage?这是您的所有行李吗？39.Im sorry,we cant accept perishable goods.对不起，我们不寄存易腐坏的物品。1940.Altogether 3 suitcases and 2 handbags,is that right?一共是 3 个箱子，2 个手提包，对吗？41.Is there anyth45、ing valuable or breakable in your bag?您包里有贵重或易碎物品吗？42.There is a safe in each guest room.每间房都有保险箱。43.Just a moment,please.Ill get a cart.请稍等，我去拿行李车。44.This is your claim tag,sir.这是您的取物条，先生。45.Your bags can be picked up from the Bell Captains desk.您可以到服务台领取行李。46.After you,sir.您先请，先生。47.Going up/down 46、to which floor,sir?去哪一层楼呢，先生？48.This is your room,sir.这是您的房间，先生。49.May I put your bags here,sir?我可以把行李放在这里吗，先生？50.May I arrange a car for you?为您叫辆车好吗？51.Please wait for a moment,Ill put through with you.请稍等，我马上为您转接。52.Ill connect you with the Front Desk.我为您转接前台。53.Im sorry,the line is busy,please ca47、ll back later.对不起，对方电话无法接通，请稍后再拨。54.The line was bad/noisy.线路故障/有杂音。55.Please dial 9 before the country code and then the area code and then the number.请先拨 9再拨国家号和地区号，最后拨电话号码。56.For room-to-room calls,please dial 8 first and then room number.如要客房拨打客房，请拨8 加房间号码。57.Youmay call directly from your room,48、sir.先生，您可以直接由客房打出去。58.The country codes are listed in the service directory in you room.您房间的服务指南中列有国家代码。59.Would you please be louder?I cant hear you clearly.请大声点好吗？我听不清楚您的声音60.Who are you calling?请问您要找谁？2061.Im afraid there is no body answer.Would you like to leave a message?没人接听电话，您要留话吗？62.Could y49、ou repeat that?请再说一次好吗？63.Could you speak more slowly?请说慢一点好吗？64.Im sorry to have kept you waiting.抱歉让您久等了。65.At what time shall we call you?我们该什么时候叫您呢？（叫早）66.Thanks for your calling,good bye.谢谢您的来电，再见。67.Please leave your room number and we will send the fax up to your room as soon as we get it.请留下50、您的房号，一旦传真收到我们马上为您送上去。68.We have comprehensive communication facilities and secretarial assistance.我们提供综合性的商务设备和秘书服务。69.May I have the fax number?能告诉我传真号吗？70.The fee is 5yuan per page for a local fax.本地传真 5 元一页。71.It costs 10yuan.这个 10 元钱。72.They are all firstclass goods.这些都是一等品。73.Is there anything 51、else you are interested in?您还想买点别的吗？74.Its very fragile,please handle with care.Dont put it upside down.它是易碎物品，请小心轻放，不要倒放。21中餐常用服务用语中餐常用服务用语ServiceServiceServiceService EnglishEnglishEnglishEnglish ForForForFor F F F FB B B B(Chinese(Chinese(Chinese(Chinese Restaurant)Restaurant)Restaurant)Restauran52、t)预订预订 AcceptingAcceptingAcceptingAccepting ReservationReservationReservationReservation1.How many people do you have,please?您一行有多少人呢？2.For what time?您要订几点的位子呢?3.May I have your name and telephone number?能告诉我您的名字及电话吗？4.Well hold the table for 15 minutes.我们为您保留桌子 15 分钟。5.We look forward to seeing you53、.我们期盼您的光临。客满客满 FullyFullyFullyFully BookedBookedBookedBooked1.Im sorry,sir,we dont have any table left for 8:00 tonight.抱歉，我们八点钟没位子。2.We are fully booked until next Monday.下个星期一之前位子都订满了。3.Ill call you when there is a free table.一有位子我们将尽快通知您。迎客迎客&引客引客 SeatingSeatingSeatingSeating TheTheTheThe GuestsG54、uestsGuestsGuests1.Good evening,sir.Welcome toYueChinese restaurant.晚上好欢迎光临悦中餐厅。2.Do you have a reservation?请问您预订了吗？3.Sorry,the restaurant is full now,could you wait for a moment?对不起，现在餐厅客满了，请稍等。4.This way,please.这边请。5.Be careful of the steps/slippery floor.小心台阶/地滑。6.Would you like to sit here?坐这里好吗55、？7.How about this table?坐这里怎样？8.Youcan sit where you like.您可以随便坐。9.Im sorry,his table is reserved.对不起，这张桌子有人订了。2210.Can I get a high chair for the baby?我能摆一张婴儿椅吗？11.Here is the menu.给您菜单。点单点单 TakingTakingTakingTaking OrderOrderOrderOrder1.Excuse me,sir,are you ready to order?/May I take your order?先56、生，打扰一下，现在可以点菜了吗？2.Please take your time,Ill be back to take your order.请慢慢看，我回头为您点餐。3.What kind of tea would you like?We have Longjing,puer tea,Jasmine tea Tieguanyinandso on.您要喝什么茶呢？我们有龙井茶，普洱茶，茉莉花茶，铁观音等。4.Would you like something to drink?您想喝点什么呢？5.Im afraid it will take some time for this dish,abo57、ut 25 minutes.Do you mind waiting a littlebit longer?恐怕这道菜要等 25 分钟，您介意吗？6.Your dishes will sent to you in 15 minutes.您的点菜 15 分钟后上桌。7.Im very sorry,Roast Duck is sold out now 对不起，片皮鸭暂时售完了。8.What else would you like?请问还需要什么吗?9.Would you like some soup?要不要来点什么汤？10.Would you like some dessert?要来点甜点吗？11.58、So,you have ordered,is that right?您点了，对吗？12.May I repeat your order?我能重复一下您点的菜吗？13.We are glad to make it for you.But I have to ask the chef if we have the materials.我们很乐意为您做这个菜式，但我必须要问一问我们厨师有没有材料。14.Please enjoy your meal.请慢用 点单建议点单建议 MakingMakingMakingMaking RecommendationRecommendationRecommendat59、ionRecommendation1.Todays special is 今天的特色菜有2.May I suggest the Roast Crispy Chicken?Its our chef recommendation.我能推荐披海悦脆皮23鸡吗？那是我们大厨的拿手菜。3.Its delicious and worth a try.它味道鲜美，值得一尝。4 Roast Crispy Chicken is very popular in our restaurant.海悦脆皮鸡在我们餐厅非常受欢迎.5.Its very tasty.Would you like to try it?这道菜非60、常可口，要不要尝尝？6.Why not try some?为什么不尝尝呢？上菜上菜 ServingServingServingServing TheTheTheThe DishesDishesDishesDishes1.Excuse me,sir,your dishes are ready,would you like it served now?打扰一下，先生，您的菜准备好了，现在可以上了吗？2.This dish is very hot,please be careful.这道菜很烫，小心。3.Here is your soup.这是您点的汤。4.Its better using whil61、e hot.趁热吃比较好。餐间服务餐间服务 ServiceServiceServiceService DuringDuringDuringDuring TheTheTheThe mealmealmealmeal1.Excuse me.对不起,请让一让2.Sorry to interrupt you.打搅一下。3.May I put the plate away?我能把盘子收走吗？4.Would you like it cooked a little longer?要不要把它再煮一下？5.Could you like some more red wine?给您再添点红酒好吗？结帐结帐 Prese62、ntingPresentingPresentingPresenting TheTheTheThe BillBillBillBill1.Here is your check/bill,sir.这是您的帐单，先生。2.How would you like to pay for it?您想怎样结帐呢？3.Would you like to pay together or separately?请问您要分单呢还是一起付？4.Please wait minute.Ill be back with your changes and invoice.请稍等，我一会给您找零和发票。5.May I have y63、our room number?能告诉我您的房间号吗？246.Will you please sign on the bill,sir?先生，请在帐单上签字。送客送客 Leave-TakingLeave-TakingLeave-TakingLeave-Taking1.Hope to see you again.期盼您的下次光临。2.See you.再见3.Thank you for your coming.谢谢您的光临。4.I hope you have enjoyed your dinner.希望您吃得满意。处理客人投诉处理客人投诉 HandlingHandlingHandlingHandl64、ing thethethethe complainscomplainscomplainscomplains1.Im sorry,its our fault.对不起，这是我们的错。2.I wan t to apologize,is there anything I could do?对不起，我能做什么？3.Im sorry for giving you the wrong dish.Ill change it immediately for you.真的很抱歉上错了，我马上替你换4.Im sorry to have kept you waiting.Ill go to the kitchen t65、o check 对不起让您久等了，我马上到厨房查看5.Im sorry,Ill call our manager.对不起，我去叫我们经理来。6.I assure you it wont happen again.我保证不会再发生了。意餐及铁板烧常用服务用语意餐及铁板烧常用服务用语ServiceServiceServiceService EnglishEnglishEnglishEnglish ForForForFor F F F FB B B B(Italian(Italian(Italian(Italian RestaurantRestaurantRestaurantRestaurantTe66、ppanyaki)Teppanyaki)Teppanyaki)Teppanyaki)预订预订 AcceptingAcceptingAcceptingAccepting ReservationReservationReservationReservation1.How many people in your party,please?您一行有多少人呢？2.For what time?您要订几点的位子呢?3.May I have your name and telephone number?能告诉我您的名字及电话吗？4.Well hold the table for 15 minutes.我们为您67、保留桌子 15 分钟。5.We look forward to seeing you.我们期盼您的光临。25 客满客满 FullyFullyFullyFully BookedBookedBookedBooked1.Im sorry,sir,we dont have any table left for 8:00 tonight.抱歉，我们八点钟没位子。2.We are fully booked until next Monday.下个星期一之前位子都订满了。3.Ill call you when there is a free table.一有位子我们将尽快通知您。迎客迎客&引客引客 Seat68、ingSeatingSeatingSeating TheTheTheThe GuestsGuestsGuestsGuests1.Good evening,sir.Welcome to Italian restaurant/Teppanyaki.晚上好欢迎光临意餐厅/铁板烧。2.Do you have a reservation?请问您预订了吗？3.Sorry,the restaurant is full now,could you wait for a moment?对不起，现在餐厅客满了，请稍等。4.Would you like smoking or non-smoking area?您要坐69、吸烟区还是非吸烟区呢？5.This way,please.这边请。6.Be careful of the steps/slippery floor.小心台阶/地滑。7.Would you like to sit here?坐这里好吗？8.How about this table?坐这里怎样？9.Youcan sit where you like.您可以随便坐。10.Im sorry,this table is reserved.对不起，这张桌子有人订了。11.Can I get a high chair for the baby?我能摆一张婴儿椅吗？12.Ill bring the menu.70、我去拿菜单。点单点单 TakingTakingTakingTaking OrderOrderOrderOrder1.Excuse me,sir,are you ready to order?/May I take your order?先生，打扰一下，现在可以点菜了吗？2.Please take your time,Ill be back to take your order.请慢慢看，我回头为您点餐。3.Would you like coffee or tea?您要喝咖啡还是茶？4.Would you like something to drink?您想喝点什么呢？265.Im afraid71、 it will take some time for this dish,about 25 minutes.Do you mind waiting a littlebit longer?恐怕这道菜要等 25 分钟，您介意吗？6.Your dishes will sent to you in 15 minutes.您的点菜 15 分钟后上桌。7.Im very sorry,steak is sold out now 对不起，牛排暂时售完了。8.How would you like your steak,rare,medium rare,medium,medium well or well do72、ne?您想您的牛排几成熟呢？9.What kind of sauce would you like to go with your steak?您的牛排要配什么汁酱呢？10.Would you like some soup?要不要来点什么汤？11.What else would you like?请问还需要什么吗?12.Would you like some dessert?要来点甜点吗？13.So,you have ordered,am I right?您点了，对吗？14.May I repeat your order?我能重复一下您点的菜吗？15.We are glad to make i73、t for you.But I have to ask the chef if we have the materials.我们很乐意为您做这个菜式，但我必须要问一问我们厨师有没有材料。16.Please enjoy your meal.请慢用 点单建议点单建议 MakingMakingMakingMaking RecommendationRecommendationRecommendationRecommendation1.Todays special is 今天的特色菜有2.May I suggest the Pizza?Its our chef recommendation.我能推荐披萨74、吗？那是我们大厨的拿手菜。3.Its delicious and worth a try.它味道鲜美，值得一尝。4.is very popular in our restaurant.这道菜在我们餐厅非常受欢迎.5.Its very tasty.Would you like to try it?这道菜非常可口，要不要尝尝？6.Why not try some?为什么不尝尝呢？上菜上菜 ServingServingServingServing TheTheTheThe DishesDishesDishesDishes271.Excuse me,sir,your dishes are ready,75、would you like it served now?打扰一下，先生，您的菜准备好了，现在可以上了吗？2.This dish is very hot,please be careful.这道菜很烫，小心。3.Here is your soup.这是您点的汤。4.Its better using while hot.趁热吃比较好。餐间服务餐间服务 ServiceServiceServiceService DuringDuringDuringDuring TheTheTheThe mealmealmealmeal1.Excuse me.对不起,请让一让2.Sorry to interrupt 76、you.打搅一下。3.May I put the plate away?我能把盘子收走吗？4.Would you like it cooked a little longer?要不要把它再煮一下？5.Could you like some more red wine?给您再添点红酒好吗？结账结账 PresentingPresentingPresentingPresenting TheTheTheThe BillBillBillBill1.Here is your check/bill,sir.这是您的账单，先生。2.How would you like to pay for it?您想怎样结账77、呢？3.Would you like to pay together or separately?请问您要分单呢还是一起付？4.Please wait minute.Ill be back with your changes and invoice.请稍等，我一会给您找零和发票。5.May I have your room number?能告诉我您的房间号吗？6.Will you please sign on the bill,sir?先生，请在账单上签字。送客送客 Leave-TakingLeave-TakingLeave-TakingLeave-Taking1.Hope to see yo78、u again.期盼您的下次光临。2.See you.再见3.Thank you for your coming.谢谢您的光临。4.I hope you have enjoyed your dinner.希望您吃得满意。处理客人投诉处理客人投诉 HandlingHandlingHandlingHandling thethethethe complainscomplainscomplainscomplains281.Im sorry,its our fault.对不起，这是我们的错。2.I wan t to apologize,is there anything I could do?对不起，我79、能做什么？3.Im sorry for giving you the wrong dish.Ill change it immediately for you.真的很抱歉上错了，我马上替你换4.Im sorry to have kept you waiting.Ill go to the kitchen to check 对不起让您久等了，我马上到厨房查看5.Im sorry,Ill call our manager.对不起，我去叫我们经理来。6.I assure you it wont happen again.我保证不会再发生了。客房送餐客房送餐 RoomRoomRoomRoom serv80、iceserviceserviceservice1.Good morning,room service,Peter speaking can I help you?早上好，送餐部,我是 Peter,能帮到您什么吗？2.May I have your room number?能告诉我您的房间号吗？3.Would you like anything else?还需要别的吗？4.Thank you for calling.谢谢您的来电。5.Well sent the dishes up to your room as soon as possible.我们将尽快把点餐送上去。6.Your dishe81、s will be sent to you in 30 minutes.我们将在 30 分钟内把点餐送上去。7.Room service,may I come in?客房送餐，能进来吗？8.Here is your meal.这是您的点餐。9.Ill bring it at once.我马上送来。10.Enjoy your meal.请慢用。11.May I enter and take the tray,please?我可以进来收餐吗？12.If you have any requirements please dial 77 for room service.如果您有什么要求，请拨 77到82、送餐部。29酒吧常用英语酒吧常用英语ServiceServiceServiceService EnglishEnglishEnglishEnglish ForForForForTheTheTheThe BarBarBarBar见面招呼用语见面招呼用语 ExchangeExchangeExchangeExchange OfOfOfOf GreetingsGreetingsGreetingsGreetingsHow are you today/this evening,sir?先生，今天还好吗？Fine,thanks.不错，谢谢。Verywell,thank you,and yourself,si83、r?非常好，谢谢。您呢，先生？Its nice to see you again,sir.先生，很高兴再次见到您。Have a pleasant/nice stay in hotel,sir.先生，祝您在酒店住得愉快。Good morning,welcome to our lobby lounge.早上好，欢迎光临大堂吧。带位带位SeatingSeatingSeatingSeating thethethethe GuestsGuestsGuestsGuestsAtable for two?请问是两位吗？This way please!这边请!How about this table?这张桌子怎84、么样？How about the table near the stage/dancing floor?坐在舞台(舞池)附近怎么样？World you like this table?这张桌子怎样？World you like to sit at the bar over there?你喜欢坐在吧台吗？Please take a seat.请坐。点单点单 TakingTakingTakingTaking OrdersOrdersOrdersOrdersAre you ready to order,sir?您已经准备好点菜了吗，先生？what would you like to drink?你想85、喝点什么？Here is our drink list/wine list.这是酒水牌和葡萄酒牌。30How about the beer or whisky?来点啤酒、威士忌怎么样？Whats your prefer?你喜欢哪一些？We have.Do you want to try?我们这有你想试试吗？May I take your order now,sir?我现在可以帮你下单吗？如果听不清楚：Pardon?请原谅Would you say it again?请再说一遍好吗？Would you mind repeating?请再说一遍好吗？Im sorry,I dont understa86、nd.Ill get our manager.对不起，我不明白，我去叫我们经理来。可以供应客人要求时：Certainly,sir/madam.好的，先生女士Yes,sir/madam.是的，先生女士Ill go and get it right away,sir/madam.我马上去拿给您，先生女士不能供应客人要求时：Sorry,we have run out of croissant today.真对不起，今天牛角包已经卖完了Sorry,Im afraid we do not have tsing tao beer.真对不起，我们没有青岛啤酒。Do you mind changingyour87、 order?请您改一下单好吗?未能确定是否能供应客人要求时：If you could wait a moment,sir/madam,Ill try to find out.先生，请您稍等一会，我去问一下。Im sorry to have kept you waiting,Im pleased to say we do have it.对不起，让您久等了。很高兴告诉您我们有点完单后：31May I repeat your order?可以重复一下您的单吗？Your order is 您点的是Just a moment,please!请稍等！KeyKeyKeyKey WordsWordsWor88、dsWords：Straight up净饮 on the rock 加冰with ice 加冰 without ice不加冰with water 加水出品出品 PresentingPresentingPresentingPresentingExcuse me!Here is your beer/coffee.打扰了！这是你的啤酒（咖啡）。Please enjoy your drink!请享用！Would you like anything else?还需要些什么吗？其他其他 OthersOthersOthersOthersMay I take this glass/bottle/chair a89、way?我可以拿走这个杯子（瓶子，椅子）吗？One more round.再要一轮Would you like one more beer?再要一杯啤酒吗？结帐结帐 PresentingPresentingPresentingPresenting TheTheTheThe BillBillBillBillJust a moment,please,sir.先生，请您稍等一下。Here is your bill/check sir,totally is Yuan先生，这是您的账单。一共是元Thank you sir,here is one hundred and thirty five yuan 90、and seventy cents.谢谢先生，您一共给了 135 元 7 角Please wait a moment,I will give you change.请您稍等，我会给您找钱。Heres your change,sir.先生，这是找给您的钱。Separate bill or one bill?分单还是一张单？Please sign the bill 请签单Do you mind showing me your welcome card？请给我看一下您的住房卡，好吗？送客送客 LeaveLeaveLeaveLeave-TakingTakingTakingTaking32I hope 91、you enjoy your stay here.希望您在这过的愉快！Have a good time!过的愉快！Have a nice day!愉快的一天！See you!再见！I hope to see you again!希望再次光临！KeyKeyKeyKey WordsWordsWordsWords：Pay in cash 付现金use credit card 使用信用卡room account 房帐ASKINGASKINGASKINGASKING GUESTSGUESTSGUESTSGUESTS QUESTIONSQUESTIONSQUESTIONSQUESTIONS向客人询问时向客92、人询问时May I help you,sir?先生，有什么可以帮到您？May I know your room number,sir?先生，可以告诉我您的房间号吗？PRESENTINGPRESENTINGPRESENTINGPRESENTING SOMETHINGSOMETHINGSOMETHINGSOMETHING TOTOTOTO GUESTSGUESTSGUESTSGUESTS向客人展示东西时向客人展示东西时Heres your coffee,sir.先生，这是您的咖啡，Heres our menu,sir.先生，这是餐牌。WORDSWORDSWORDSWORDSWHICHWHICHWH93、ICHWHICH OPENOPENOPENOPENALLALLALLALLDOORSDOORSDOORSDOORS客人喜欢的字眼客人喜欢的字眼Please 请Thank you 谢谢Excuse me 对不起Pardon me 请原谅INTRODUCINGINTRODUCINGINTRODUCINGINTRODUCINGYOURSELFYOURSELFYOURSELFYOURSELF介绍自己介绍自己My name is.call me any time,Im very glad to be of service.我的名字叫，请随时找我，33很高兴为您服务。WHENWHENWHENWHEN GU94、ESTGUESTGUESTGUESTTHANKTHANKTHANKTHANK YOUYOUYOUYOU当客人向你道谢时当客人向你道谢时Its my pleasure.这是我的荣幸。Youre most welcome.您太客气了。ANSWERINGANSWERINGANSWERINGANSWERINGA A A AGUESTGUESTGUESTGUEST S S S S CALLCALLCALLCALL回答客人的呼唤回答客人的呼唤Yes,sir./Certainly,sir.是的，先生。Just a moment,please,sir.先生，请您稍等一下。Ill be with you in 95、a moment,sir.先生，我一会就过来。Sorry to have kept you waiting,sir.对不起，让您久等了。WHENWHENWHENWHEN GUESTGUESTGUESTGUESTAPOLOGIZESAPOLOGIZESAPOLOGIZESAPOLOGIZES BYBYBYBY SAYINGSAYINGSAYINGSAYING“I I I IAMAMAMAMSORRYSORRYSORRYSORRY”当客人向你道歉时当客人向你道歉时Thats quite alright,sir.没关系，先生。Please dont mention it.没关系。WHENWHENWH96、ENWHEN GUESTGUESTGUESTGUEST PASSESPASSESPASSESPASSESYOUYOUYOUYOU BYBYBYBYSAYING:SAYING:SAYING:SAYING:“EXCUSEEXCUSEEXCUSEEXCUSE MEMEMEME”让路给客人让路给客人Im sorry,sir/madam.对不起，先生女士。May I go through?我可以过去吗？34基本餐具名称基本餐具名称dinner knife 主菜刀dinner fork 主菜叉salad knife 色拉刀salad fork 色拉叉butter knife 面包刀oyster fork 97、生蚝叉soup spoon 汤匙soda spoon 苏打勺tea spoon 茶勺service fork 自助餐勺ice tong 冰夹plate,dish 盘子dish 碟子bowl 碗platter 大浅盘finger bowl 洗手指碗tray 托盘water glass 水杯egg cup 鸡蛋杯beer mug 啤酒杯wine glass葡萄酒杯milk jug 奶罐crust stand 调味品架sugar tongs 方糖夹子tea set 茶具salt shaker 盐瓶chopsticks 筷子chopsticks stand 筷子架china spoon 瓷勺tooth98、pick 牙签toothpick holder 牙签盅napkin 餐巾ashtray 烟灰缸menu-holder 菜单架teapot 壶candlestick 烛台table cloth 桌布silver ware 银器sugar bowl 糖罐bill folder 帐单夹bread basket 面包篮stirrer 搅棒trolley 服务车reserved card 留座卡cake spade 蛋糕铲straw 吸管lemon squeezer柠檬夹towel 毛巾蔬菜类蔬菜类green pepper 青椒lettuce 生菜，莴笋mustard 芥末celery 芹菜spinac99、h 菠菜rape 油菜cabbage 卷心菜French bean 豆角cucumber 黄瓜sponge guard 丝瓜eggplant 茄子radish 萝卜amaranth 苋菜bean sprouts 豆芽White guard 冬瓜Balsam pear 苦瓜Mustard leaf 芥菜Chinese onion 大葱tomato 西红柿garlic 大蒜bamboo shoots 青笋parsley 香菜ginger 姜mushroom 香菇agarics 木耳water chestnut 菱角silver agarics 银耳Chinese cabbage 大白菜carrot100、 胡萝卜35beet 甜菜potherb 雪里红pea 豌豆bean curd 豆腐broad bean 蚕豆mung bean 绿豆cowpea 豇豆string bean 菜豆soy bean 黄豆garlic shoots 蒜苗lotus root 藕potato 土豆green bean 扁豆yam 山药taro 芋头stuffed pepper 泡椒corn 玉米broccoli 花椰菜pumpkin 南瓜marrow 葫芦water spinach 空 心菜bitter melon 苦瓜pickle 泡菜水果类水果类orange 桔、橙pear 梨子strawberry 草莓pin101、eapple 菠萝grape 葡萄watermelon 西瓜apple 苹果peach 桃apricot 杏子lemon 柠檬olive 橄榄cherry 樱桃mango 芒果musk melon 香瓜papaya 木瓜coconut 椰子banana 香蕉plum 李子prune 西梅lychee 荔枝longan 龙眼jujube 枣子Kivi fruit 奇异果haw 山楂lime 青柠坚果类坚果类peanut 花生chestnut 栗子walnut 核桃hazelnut 榛子almond 杏仁melon seed 瓜子cashew nut 腰果raisins 葡萄干prune 梅干pe102、rsimmon cake 柿饼popcorn 玉米花preserved apple 苹果干水产类水产类abalone 鲍鱼fish 鱼crab 蟹eel 鳗鱼salmon 三文鱼oyster 生蚝carp 鲤鱼sharks fin 鱼翅sea cucumber 海参sardine 沙丁鱼squid 乌贼mandarin 桂鱼shrimp 虾lobster 龙虾jelly fish 海蛰sea weed 紫菜snail 田螺scallop 干贝cuttle 墨鱼cob 鳕鱼sole 龙利鱼turtle 甲鱼prawn 明虾tuna fish 吞拿鱼pike 梭子鱼sea perch 鲈鱼red 103、mullet 红乌鱼whiting 白银鱼36herring 海令鱼mackerel 鲭鱼turbot 大型比目鱼halibut 大型扁鱼sturgeon 鲟鱼shad fish 西鲱pomfret 鲳鱼grouper 石斑鱼sable 黑貂鱼sword fish 旗鱼clam 蛤蜊frog legs 田鸡腿烹调术语烹调术语braise,steam 蒸fry 油炸、油煎saut 炒，嫩煎的grill,toast 烧、烤bake 烘焙stew 焖boil 煮的stir-fry 煎smoke 熏的basting 涂油烤的seasoned 加调料佐拌的highly seasoned 味重的light104、ly seasoned 味淡的salted 盐腌的minced 切成末的pound 捣烂的stable 陈腐的crisp/short 脆的sweet 甜的salty 咸的sour 酸的bitter 苦的hot 辣的rich 味重、油腻fishy 腥的rare 生的medium 适中的well-done 很熟的indigestible 不容易消化的tough 咬不动的overdone 老的burned 烧焦的greasy 油腻的oily 油腻的flavour 风味、美味the smell of mutton骚味cooked/ripe 熟的simmered煮 半 熟的devilled 加辣味烧烤s105、teeped 浸泡的refreshing 爽口的in soybean sauce 酱的，卤的调味品调味品salt 盐gourmet powder 味精sauce 酱油ketchup 番茄酱、汁cayenne pepper辣椒粉vinegar 醋red vinegar 红醋white vinegar 白醋edible oil 食用油soybean oil 豆油salad oil色拉油rape seed oil 菜 籽油olive oil 橄榄油vegetable oil 植 物油sesame oil 芝麻油chilly sauce 辣椒酱butter 黄油peppermint sauce 薄荷汁106、cinnamon 桂皮clove 丁香chilly 红辣椒custard 芥末gravy 肉烧汁sugar 糖white sugar 白糖37brown sugar 红糖rock sugar 冰糖cut sugar 方糖honey 蜂蜜magi sauce 牛肉汁barbecue sauce烧烤汁sesame seed 芝麻ginger powder 浆汁curry power 咖喱粉mayonnaise 蛋黄酱oyster oil 蚝油black pepper 胡椒spicy power 五香粉wasabi 日式芥辣syrup 糖浆jam 果酱Lee Perrins Sauce李派林汁Tob107、ascco 美国辣椒仔1000 island dressing千岛汁French Dressing 法汁Italian dressing 意大利汁Oil vinegar 油醋汁肉类肉类beef 牛肉chicken 鸡duck 鸭lamb 小羊肉mutton 羊肉pork 猪肉steak 牛排ham 火腿sausage 香肠turkey 火鸡salami 意大利风干香肠hot dog 热狗饮料饮料aperitif 开胃酒Champagne 香宾wine 葡萄酒Whiskey 威士忌Beer 啤酒Cocktail 鸡尾酒Brandy 白兰地Red wine 红酒Milk 牛奶White coffe108、e 牛 奶咖啡Black coffee 清 咖啡Coca-cola 可 口 可乐Seven-up 七喜Sprite 雪碧Mineral water 矿泉水Distilled water蒸馏水Purified water 纯净水Soda water 苏打水Shaoxing wine绍兴酒Maotai 茅台Tea 茶Orange juice 橘 子汁Organic juice 生机果蔬汁Black tea 红茶Green tea 绿茶西餐常见食品西餐常见食品pancake 烤薄饼cookies 曲奇饼sacher 沙架蛋糕puff 泡夫whole wheat bread全麦面包French rol109、l 法式长面包Oat porridge 麦 片粥Yogurt 酸奶Cheese 芝士Salad 沙拉Toast 吐司面包38Mousse 毛士Sponge cake 海 绵蛋糕Cream 奶油Tiramisu 提拉米酥Pasta 意大利面食Spaghetti 意大利面条Macaroni 通心粉Pizza 披萨饼酒吧常见酒水酒吧常见酒水苏格兰威士忌苏格兰威士忌ScotchScotchScotchScotch WhiskyWhiskyWhiskyWhiskyJ&B whisky 珍宝Bells 金铃Famous Grouse 威雀Johnnie WalkRedLabel 红牌Chivas Roya110、l Salute皇家礼炮Ballantines 12 Years百龄坛Johnnie Walk BlackLabel 黑牌Chivas Regal 芝 华士Bourbon Whisky 波本Jim Bean 占边Jack Daniels 积丹尼斯黑麦、纯麦及爱尔黑麦、纯麦及爱尔兰威士忌兰威士忌Rye,Rye,Rye,Rye,wheatwheatwheatwheat&Irish&IrishWhiskyWhiskyGlenfiddich 格兰威特John Jameson 占美臣Canadian Club 加拿大俱乐部杜松子酒杜松子酒 GinGinGordons 歌顿Beefeater 将军Tanq111、ueray 添加利干邑干邑 CognacCognacClubdeRemyMartin 人头马特级MartellNoblige名仕马爹利RemyMartinv.s.o.p 人头马HennessyV.S.O.P轩尼诗39Martell X.O.特级马爹利 X.OHennessy X.O.轩尼诗 X.O.Remy Martin X.O.人头马特级 X.O.Martell Cordon Bleu蓝带马爹利餐后甜酒餐后甜酒 LiqueursLiqueursLiqueursLiqueursAdvocaat 鸡蛋白兰地AmarettodiSaronno 杏仁甜酒Baileys Irish Cream忌廉甜酒112、Cointreau君 度 香橙Cherry Brandy樱桃白兰地Creme de Brandy 黑加仑子酒Kahlua 咖啡酒peppermint 薄荷酒Malibu 椰子酒Melon liqueur 蜜瓜酒鸡尾酒及特饮鸡尾酒及特饮CocktailCocktailCocktailCocktail&specialspecialspecialspecialdrinkdrinkdrinkdrinklong island iced tea长岛冰茶bloody marry 血 玛莉Fruity daiquiri 果香得其利Golden Margarita 金玛嘉列特Dry Martini 干马天尼Ol113、d Fashioned 活色天香Screwdriver渐 入佳境oasis 绿洲Pina Colada 椰林飘香Blue Hawaii 蓝色夏威夷Pink Lady 红粉佳人OthersOthersOthersOthers其他其他Mexico Beer墨西哥啤酒Kirin 麒麟Tropical FruitTea花果茶Mexican Coffee 墨西哥咖啡Irish Coffee 爱尔咖啡Espresso 意式特浓咖啡Latte 拿铁咖啡Choices Tea精 选红茶注：V.S.O.P.V.:very 非常S:superior 出众的，高级的O:old 陈久P:pale 界限，级别X.O:E114、xtra Old 陈酿40管家部常用服务用语管家部常用服务用语ServiceServiceServiceService EnglishEnglishEnglishEnglish ForForForFor HousekeepingHousekeepingHousekeepingHousekeeping1.Good morning,Housekeeping,may I help you?早上好，客房服务中心，有什么可以帮到您的吗？2.Housekeeping,may I come in?客房服务员，我能进来吗？3.May I clean your room now?现在能打扫房间了吗？4.Shal115、l I come back later?我稍后再来好吗？5.When will be convenient,sir?什么时候方便呢，先生？6.When would you like your room to be cleaned?您想什么时候能打扫房间呢？7.We will come and clean your room at once.我们马上来打扫房间。8.May I turn down your bed?我能为您开夜床吗？9.Would you like me to draw the curtain for you?为您拉上窗帘，好吗？10.May I come in to add a116、 bath towel?我能进来补充一条浴巾吗？11.May I replenish your mini Bar?我能补充您的迷你吧吗？12.Do you have laundry,sir?先生，您有衣服要洗吗？13.Is this for washing,sir?这个要洗吗，先生？14.Is this for pressing only?这个只需要烫平吗？15.When do you need your laundry back?您什么时候需要您的衣服呢？16.The laundry list is in the drawer.洗衣单在抽屉里。17.If your laundry is re117、ceived before 2:00 PM,we will deliver it to your room by 6:00PM thesame day.下午 2 点之前收走的衣服，同日下午 6 点之前送回。18.If your laundry is received after 2:00 PM,we will deliver it to your room by 6:00PM the nextday.下午 2 点之后的衣服，次日下午 6 点之前送回。4119.We have express service,we deliver it within 4 hours at a 50%extra c118、harge.我们还有四小时送回的加快洗衣，加收 50%的费用。20.We can mend the cloth.我们还可以缝补衣服。21.Well manage to get rid of the stain,but we cant guarantee.我们尽力洗除这污渍，但不能保证能洗掉。22.Could you please fill out the laundry form?请填写洗衣单。23.Would you adjust your laundry form,sir?先生，重改您的洗衣单好吗？24.Could you sign here?在这里签名好吗？25.If you need 119、anything,please dial 72 for housekeeping.房务中心请拨 72。26.We have hair dryer in each guest room.每间客房都有吹风机。27.Its free,sir.先生，这是免费的。28.Thats no trouble at all,sir.先生，一点都不麻烦。29.May I have your room number?能告诉我您的房间号吗？30.Ill bring it right away.我马上拿来。31.Ill send it at once.我马上送过去。32.Ill take it away at once120、.我马上拿走。33.Im sorry to hear that,shall I call a doctor for you?很遗憾听到这消息，要我帮您叫医生吗？34.Take a rest,youll be fine soon.好好休息您很快就会好的。35.Are you feeling better now,sir?先生，现在感觉好些了吗？36.I hope you have a good night,sir.晚安，先生。37.We offer free shoes shining service,just put your shoes into the basket.我们提供免费擦鞋，只需121、把鞋子放在篮子里。38.What do you want to buy?您想买什么呢？4239.According to the hotel policy,the damage must be paid for.根据酒店的规定，必须要赔偿损坏物品。40.May I check you room,sir?我能检查一下您的房间吗，先生？41.May I have a look at it?我能看一下吗？42.Im sorry,an engineer will come to check it immediately.，抱歉，维修员马上过来检查了。43.Please dont worry,Ill s122、end someone up to you room right away.别担心，我马上派人上去。44.Im sorry,we cant fix it today.不好意思，我们今天无法修好。45.Thank you for your comments,sir.先生，谢谢您的建议。46.Im sorry,sir,I can answer you only after asking our manager.对不起先生，我必须先去问问我们经理才能答复您。47.Im sorry,I dont understand,Ill get you the manager.对不起，我听不懂，我去叫经理来。48123、.Im sorry,I dont understand,could you please show me?对不起，我不是很明白，您可以指给我看吗？49.Well check into it right away.我们将马上处理这件事。50.Im sorry about that,we have just run out.真是抱歉，我们刚好把东西全借出去了。客房设施名称客房设施名称RoomRoomRoomRoom FurnishingsFurnishingsFurnishingsFurnishings andandandandAmenitiesAmenitiesAmenitiesAmenitie124、sTV set电视机TV cabinet 电视柜Mini bar 迷你吧Safe 保险箱Fax machine 传真机ADSL Internet access 宽带网接口Mattress 床垫Sofa 沙发Carpet 地毯bedside table 床头柜43Bedside lamp 床头灯Dressing table 梳妆台Wardrobe 衣橱Guest service directory 客房服务指南、Stationary 文具Clothes hanger 衣架Telephone 电话Shoe basket 鞋篮Coffee cup 咖啡杯子Glass 玻璃杯Coffee bag 咖啡125、袋Tea bag 茶包Sugar bag 糖袋Spoon 勺子Envelop 信封Room service menu 送餐菜单Laundry list and bags 洗衣单/袋Sewing kit 针线包Movie program 节目单Electric kettle 电开水壶Pillow 枕头Bed sheets 床单Pillow case 枕头罩Bedspread 床罩Curtain 窗帘Bathtub 浴缸Bath towel 浴巾Hand towel 手巾Face towel 面巾Mirror 镜子Tap 水龙头Toilet bowl 抽水马桶Ashtray 烟灰缸Bathrobe126、 浴袍Tissue 纸巾Body lotion 润肤露Bath form 沐浴液Shampoo 洗发水Toilet soap 香皂Cotton swab 棉棒Cotton ball container棉球缸Cotton ball 棉球Shower head 喷头Hand basin 洗手盆Toilet roll 卫生纸Hand rail 扶手Match 火柴Slipper 拖鞋44Toothpaste 牙膏Toothbrush 牙刷Comb 梳子Shower cap 浴帽Hair dryer 吹风机Sponge 丝瓜浴布Mineral water 矿泉水Rubber band 橡筋Hair c127、onditioner 护发素weight scale 体重磅waste bin 垃圾篓memo pad 便笺remote control 遥控器newspaper 报纸DND do not disturb 请勿打扰NNS no need service 不需服务Make Up The Room 做房snack 点心window 窗户drawer 抽屉table lamp 台灯standing lamp 落地灯magazine 杂志cup noodle 杯面mobile phone charger 手机充电器electric shaver 电动剃须刀razor 须刨refrigerator 冰箱128、potted plant 盆栽plug 万能插座Umbrella 雨伞Fruit 水果Fork 叉Fruit knife 水果刀Shoes brush 鞋刷Shoe horn 鞋拔detergent 洗衣粉wall lamp 壁灯dry flower 干花sanitary bag 卫生袋sanitary cotton 卫生棉dental floss 牙线dressing cotton 化妆棉vanity kit 护理套装jelly gel eucalyptus 者哩水chocolate 巧克力iron 烫斗45shoes shine clothes 擦鞋布vacuum 吸尘器guest que129、stionnaire 客人意见征询表bottle opener 开瓶器teapot 茶壶fax paper 传真纸flashlight 手电筒NB no baggage 无行李LB light baggage 小行李HB heavy baggage 大行李Water heater 热水器local map 本地地图stapler 订书机stapler clip 订书针pencil 铅笔alarm clock 闹钟cloakroom 衣帽间air conditioner 空调extra bed 加床battery 电池heater 暖炉iron/iron board 烫斗/板green tea 130、绿茶black tea 红茶jasmine tea 花茶bulb 灯泡check in 入住check out 退房SO sleep out 外宿OU occupied 续住房Out of order 封房Out of service 封房Transformer 变压器pantry 工作间night light 夜灯mural 壁画staircase 楼梯间baby cot 婴儿床running water 自来水exit 安全出口trolley 工作车spy hole 猫眼vase 花瓶executive floor 行政楼层executive lounge 行政酒廊lobby 大堂VIP 131、very important person 贵宾46luggage 行李show room 参观fade 褪色shrink 缩水47桑拿桑拿&健康中心常用服务用语健康中心常用服务用语ServiceServiceServiceService EnglishEnglishEnglishEnglish ForForForForTheTheTheThe SpaSpaSpaSpa&HealthHealthHealthHealth ClubClubClubClub1.Good morning/afternoon/evening,the SPA,can I help you?早上/下午/晚上好，桑拿部，很高132、兴为您服务。2.How many people do you have?And when would you expect to arrive,sir/madam?Thankyou!请问先生/小姐几个人？大概几点到？谢谢!3.Good evening，sir/madam!Welcome to the spa!先生/小姐，晚上好!欢迎光临!4.Here is the price list.这是我们的价格单。5.We offer special price for our members.For all the items,there is 20discount.我们对会员提供八折优惠。6.Thi133、s way,please,this is our relax room.这边请，这是我们的休息厅。7.This way,please,this is our VIP room.这边请，这是我们的贵宾房。8.Good evening,sir!We have Thai or Chinese Massage and Foot Massage and so on.先生，您好!我们这里有泰式按摩和中式按摩，沐足等。9.Sir,would you like to extend the service time?先生，您要加钟吗？10.Please sit down,sir,which TV channel134、 would you prefer?请坐，先生。请问需要看哪个电视节目？11.Sorry to interrupt you,sir,would you like something to drink?先生,您好,请问需要喝点什么饮料？12.Here you are.给您。13.We offer free coffee,milk tea,cola,seven-up and so on.免费赠送的有咖啡、奶茶、可乐、七喜等。14.Sorry to have kept you waiting,please enjoy your tea.对不起，让您久等了，请用茶。4815.Please take y135、our time,sir.Glad to be your service.先生请慢用，很高兴为您服务。16.May I come in?Its attendant serving drinks.请问可以进来吗？服务员送饮料。16.Youcan put 246 yuan on your house bill and pay 350 yuan in cash.您可以转房帐 246 元，再付现金 350 元。17.It comes to 567 yuan at todays exchange rate.按照今天的汇率，一共是 567 元。18.Would you like to change mon136、ey?您想要兑换钱吗？19.How much would you like to exchange?您想要兑换多少钱？20.How do you want it?In twenties,fifties or hundreds?您想要多少面额的呢？20 元 50 元还是 100 元？21.The total is 100 yuan.一共是 100 元。22.We ask all our guests to do so to ensure a smooth and rapid check out at busy time.我们要求客人先付帐以确保在忙碌时段顺利结帐。23.The cashier i137、s to be off duty,youd better make the payment first.收银台快下班了，您要先买单。24.Ill call the cashier up to settle the accounts.我打电话叫收银的现在上来买单。25.The extra hours charge cant be put on house bill,it should be paid in cash.加钟需要付现金，不可以转房帐。26.Just a moment,please.He isnt available now,would you mind arranging anoth138、er one for you?您等一下好吗？因为他现在在上钟，能不能帮您安排另一位？27.The massage here is wonderful.我们这里的按摩很棒的。28.Please sit here.请坐这边。29.Im sorry,but room foot massage is not allowed according to our hotels rule.这是我们酒店的规定，是不可以到客房沐足的。30.Please watch your step,sir.Hope to see you again!先生慢走，欢迎下次光临，再见!4934.Thank you,look forw139、ard to serving you next you next time.谢谢，希望下次还有机会为您服务35.Our business time is during 12A.M and 2:30 A.M 我们的营业时间是中午 12 点到晚上 2 点半。常用词汇常用词汇KeyKeyKeyKey WordsWordsWordsWordsSauna 桑拿shower 冲凉massage 按摩masseur 男按摩师masseuse 女按摩师foot 足manicure 修手甲pedicure 修脚甲Ear Cleaning 采耳Back Scrub 擦背Facial 面部的VIP 贵宾Relax 140、放松、修养healthy 健康的sauna attendant桑拿室服务员house bill 房帐20%discount 八折cash 现金credit card 信用卡U.S dollar 美元Exchange rate 汇率Shoes closet更 鞋区gymnasium 健身房steam room 蒸汽室swimming pool 游泳池cool 凉的hot 热的steam room 蒸汽室timer 计时员import 进口locker 更衣柜Jacuzzi 水 流 按 摩池Equipment 器材Beauty care 美容Remote control遥控器Price list 141、价格表restroom 厕所常见饮料名称常见饮料名称Lemon Tea 柠茶Honey Lemon Juice柠蜜Cola With Lemon柠乐Irish coffee爱尔兰咖啡Iced Tea Water柠冰Horlick 好立克50Ovatine 阿华田Distilled Water 蒸馏水FreshlySqueezedFruit Juices 各式鲜榨果汁Imported Beer 进口啤酒Tsing Tao 青岛啤酒Soda Waters 汽水Ginseng Tea 人参茶Fresh Milk 鲜牛奶Italy Styled Coffee With Fresh Milk 意式鲜奶咖142、啡51酒店部门和职位名称酒店部门和职位名称DepartmentsDepartmentsDepartmentsDepartmentsAndAndAndAnd PositionsPositionsPositionsPositionsFront office 前厅部Reception desk 前台Switchboard 总机Reservation 预订Business center 商务中心Concierge 礼宾部Boutique 商场Food and Beverage 餐饮部TheAfrica Deck 菲菲酒廊Romanzo Italian restaurant 意式复合餐厅YueChine143、se restaurant 悦中餐厅Takemura Japanese restaurant竹村日本料理Teppanyaki 铁板烧Banqueting hall 宴会厅Recreation department 娱乐部Sauna department 桑拿部Housekeeping 管家部Human Resources department 人力资源部Training office 培训部Clinic 医务室Engineering department 工程部Financial department 财务部Security department 保安部Inspecting departmen144、t 稽查部Sales and Marketing department 营售部Executive office 总经理办公室Board Chairman 董事长Director 董事General Manager 总经理Deputy General Manager 副总经理Executive secretary 总办秘书Manager 经理Assistant manager 副经理Assistant Lobby Manager 大堂副理GRO guest relation officer 客户关系主任Door boy/girl 门童/女Bellboy 行李生Receptionist 接待员Re145、servation clerk 预定文员Operator 话务员Chief Operator 总机领班Business center clerk 商务中心文员52Shopping assistant 商场售货员Restaurant Captain 餐厅领班Restaurant Supervisor 餐厅主任Waiter 男服务员Waitress 女服务员Hostess 咨客Kitchen waiter 传菜员Executive chef 行政主厨Assistant executive chef 行政副主厨Cook/chef 厨师Bartender 酒吧调酒员Pastry cook 点心师Ste146、ward 餐具管事Dishwasher 洗碗工Foot soaking worker 沐足技师Masseuse 女按摩员Masseur 男按摩员Sauna attendant 桑拿服务员Gymnasium coach 健身房教练Executive housekeeper 行政管家Room attendant 客房服务员Washer 洗衣员Laundry captain 洗衣房领班Floor supervisor 楼层主任P.A.cleaner 清洁工Assistant training manager 培训副理Payroll master 劳资主任Personnel supervisor 人事147、主任Clerk 文员Staff canteen supervisor 员工餐厅主任Training specialist 培训专员Doctor 医生Staff dormitory supervisor 宿舍管理主任Air conditioning operator 空调工Boiler man 锅炉工Mechanic 机修工Electrician 电工Painter 油漆工TransportationTransportationTransportationTransportation serviceserviceserviceservice53二、酒店专业术语Rooms Division Ope148、rationsFRONTFRONTFRONTFRONT OFFICEOFFICEOFFICEOFFICEAPPLICATIONSAPPLICATIONSAPPLICATIONSAPPLICATIONS MODULESMODULESMODULESMODULESComputer software designed for specific front uses.Typical front office applications includereservations,rooms,amagement,guest account and general management modules.FRONT149、FRONTFRONTFRONT OFFICEOFFICEOFFICEOFFICEAUDITAUDITAUDITAUDITSee Night AuditFRONTFRONTFRONTFRONT OFFICEOFFICEOFFICEOFFICE CASHCASHCASHCASH SHESHESHESHE ETETETETA form completed by front office cashiers that lists each receipt or disbursement of cash duringa work shift.It is used to reconcile actual c150、ash on hand with the transactions which occurredduring the shift.FRONTFRONTFRONTFRONT OFFICEOFFICEOFFICEOFFICE LEDGERLEDGERLEDGERLEDGERSee Guest LedgerFULLFULLFULLFULLHOUSEHOUSEHOUSEHOUSEAcondition in which every room in the hotel has been booked.FULLYFULLYFULLYFULLYAUTOMATEDAUTOMATEDAUTOMATEDAUTOMA151、TEDA computer based system,of front office record keeping that eliminates the eliminates theneed for many hand written and machine produced forms common in non and semi auto54mated systems.GENERALGENERALGENERALGENERALMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT SOFTWARESOFTWARESOFTWARESOFTWAREA front of152、fice computer application,usually a report generating package that depends on datacollected though reservation,rooms management,and guest accounting modules.GOALGOALGOALGOALA definition of the purpose of a department of division that directs the actions of employeesand the functions of the departmen153、t or division toward the hotels missionGOVERNMENTGOVERNMENTGOVERNMENTGOVERNMENT RATERATERATERATEAspecial room rate available at some hotels for government employees.GROUPGROUPGROUPGROUPBOOKINGBOOKINGBOOKINGBOOKING PACEPACEPACEPACEThe rate at which group business is being booked.GROUPGROUPGROUPGROUPR154、ATERATERATERATEAspecial room rate for a number of affiliated guests.GUARANTEEDGUARANTEEDGUARANTEEDGUARANTEED RESERVATIONRESERVATIONRESERVATIONRESERVATIONA A A Areservationreservationreservationreservation thatthatthatthat assuresassuresassuresassures thethethethe guestguestguestguest thatthatthattha155、t a a a a roomroomroomroom willwillwillwillbebebebe heldheldheldheld untiluntiluntiluntil checkcheckcheckcheck outoutoutout timetimetimetime ofofofof thethethethe daydaydayday followingfollowingfollowingfollowingthethethethe daydaydayday ofofofof arrival.arrival.arrival.arrival.TheTheTheThe guestgue156、stguestguest guaranteesguaranteesguaranteesguarantees paymentpaymentpaymentpaymentforforforforthethethethe room,room,room,room,eveneveneveneven55Room Division OperationsIf it is not used,unless the reservation is properly canceled.Types of guaranteed reservationsinclude pre payment,credit card,advan157、ce deposit,travel agent,and corporate.GUESTGUESTGUESTGUESTACCOUNTACCOUNTACCOUNTACCOUNTArecord of the financial transactions that occur between a guest and the hotel.GUESTGUESTGUESTGUESTACCOUNTINGACCOUNTINGACCOUNTINGACCOUNTING MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT SOFTSOFTSOFTSOFT WAREWAREWAREWARE158、A front office computer application that maintains guest accounts electronically,eliminating theneed for folio cards,folio trays,and posting machines.GUESTGUESTGUESTGUEST CYCLECYCLECYCLECYCLEA division of the flow of business through a hotel that identifies the physical contacts andfinancial exchang159、e between guest and hotel employees.GUESTGUESTGUESTGUEST FOLIOFOLIOFOLIOFOLIOA form(paper or electronic)used to chart transactions on an account assigned to an individualperson or guestroom.GUESTGUESTGUESTGUEST HISTORYHISTORYHISTORYHISTORYFILEFILEFILEFILEA collection of guest history records,constru160、cted from expired registration cards or createdthrough sophisticate information about departing guests into a guest history database systems,that automatically direct information about departing guests into a guest history database.56GUESTGUESTGUESTGUEST HISTORYHISTORYHISTORYHISTORYRECORDRECORDRECOR161、DRECORDA record of personal and financial information about hotel guests that(1)is relevant tomarketing and sales,and(2)can help the hotel serve the guest should he or she return.Statelaw may require retention of certain guest data for some period of time.GUESTGUESTGUESTGUEST LEDGERLEDGERLEDGERLEDGE162、RThe set of accounts for all guests currently registered at the hotel.Also called the front officeledger,transient ledger or roomsledger.GUESTGUESTGUESTGUEST LEDGERLEDGERLEDGERLEDGER REPORTREPORTREPORTREPORTA report that carries the current account balances of al registered guests,typically prepared163、 aspart of the night audit.GUESTGUESTGUESTGUEST SERVICESERVICESERVICESERVICE REPRESRNTATIVEREPRESRNTATIVEREPRESRNTATIVEREPRESRNTATIVESee Front Desk AgentGUESTROOMGUESTROOMGUESTROOMGUESTROOM KEYKEYKEYKEYAkey that opens a single guestroom door if it is not double locked.Room Division OperationsHANDICA164、PHANDICAPHANDICAPHANDICAPROOMROOMROOMROOMAroom with special features designed for handicapped guests.57HIGHHIGHHIGHHIGH BALANCEBALANCEBALANCEBALANCEACCOUNTACCOUNTACCOUNTACCOUNTAn account that has reached or exceeded a predetermined credit limit.High balance accountsare typically identified by the ni165、ght auditor.Also called a high risk account.HIGHHIGHHIGHHIGH BALANCEBALANCEBALANCEBALANCEACCOUNTACCOUNTACCOUNTACCOUNTA report that identifies guests who are approaching an account credit limit.Typically preparedby the night auditor.HIRINGHIRINGHIRINGHIRING PERIODPERIODPERIODPERIODThe time directly a166、fter an employment offer up through the new hires initial adjustments tothe job.This period involves all arrangements necessary to prepare the new hire and currentstaff for a successful working relationship.HORIZONHORIZONHORIZONHORIZONThe future time frame for which a property accepts reservations.H167、OTELHOTELHOTELHOTELA general term used to describe motels,motor hotels,inns,suite hotels,conference centers,andother operations providing lodging facilities,various services,and conveniences to thetraveling public.HOUSEHOUSEHOUSEHOUSEACCOUNTACCOUNTACCOUNTACCOUNTSee Non GuestAccount58HOUSEHOUSEHOUSEH168、OUSE COUNTCOUNTCOUNTCOUNTThe forecasted or expected number of guests for a particular period,sometimes broken downinto group and non business.HOUSEHOUSEHOUSEHOUSE LIMITLIMITLIMITLIMITAcredit limit established by the hotel.HOUSEHOUSEHOUSEHOUSE USEUSEUSEUSEA room status term indicating that the room i169、s being used by someone on the hotel staff at nocharge.HOUSEKEEPINGHOUSEKEEPINGHOUSEKEEPINGHOUSEKEEPING STATUSSTATUSSTATUSSTATUSSee Room StatusHOUSEKEEPINGHOUSEKEEPINGHOUSEKEEPINGHOUSEKEEPING STATUSSTATUSSTATUSSTATUS REPORTREPORTREPORTREPORTA report prepared by the housekeeping department that indic170、ates the current housekeepingstatus of each room,based on a physical check.Room Division OperationsHOUSING/CONVENTIONHOUSING/CONVENTIONHOUSING/CONVENTIONHOUSING/CONVENTION BUREAUBUREAUBUREAUBUREAUA reservations office that coordinates room requirements at several hotels for largeconventions.59HUBBAR171、THUBBARTHUBBARTHUBBARTFORMULAFORMULAFORMULAFORMULAA bottom up approach to pricing rooms.On determining the average price per room,thisapproach considers costs,desired profits,and expected rooms sold.IDEALIDEALIDEALIDEALAVERAGEAVERAGEAVERAGEAVERAGE RATERATERATERATEA rooms statistic that indicates the172、 point at which rooms are sold at the best rate for the type ofguests accommodated by a property.ININININ BALANCEBALANCEBALANCEBALANCEA term used to describe the state when the totals of debit amounts and credit amounts for a setof account s are equal.INCENTIVEINCENTIVEINCENTIVEINCENTIVE PROGRAMPROG173、RAMPROGRAMPROGRAMA program offering special recognition and rewards to employees based on their ability to meetcertain conditions.These programs vary in structure and design and are a way to awardexceptional performance beyond the paycheck.INCENTIVEINCENTIVEINCENTIVEINCENTIVE TRAVELTRAVELTRAVELTRAVE174、LTravel financed by a business as an employee incentive.INCENTIVEINCENTIVEINCENTIVEINCENTIVE TRAVELTRAVELTRAVELTRAVELSee statement of Income.60INDEPENDENTINDEPENDENTINDEPENDENTINDEPENDENT HOTELHOTELHOTELHOTELAhotel with no ownership or management affiliation with other properties.INFORMATIONINFORMAT175、IONINFORMATIONINFORMATION DIRECTORYDIRECTORYDIRECTORYDIRECTORYA collection of information kept at the front desk for front desk agents to use in responding toguest requests,including simplified maps of the area;taxi and airline company telephonenumbers;bank,theater,church,and store locations;and spe176、cial event schedules.INFORMATIONINFORMATIONINFORMATIONINFORMATION RACKRACKRACKRACKAnAnAnAn alphabeticalalphabeticalalphabeticalalphabetical indexindexindexindex ofofofof registeredregisteredregisteredregistered guestsguestsguestsguests usedusedusedused ininininroutingroutingroutingrouting telephonet177、elephonetelephonetelephone calls,calls,calls,calls,mail,mail,mail,mail,messagesmessagesmessagesmessages andandandand visitorvisitorvisitorvisitorinquiries.inquiries.inquiries.inquiries.TheTheTheThe informationinformationinformationinformation rackrackrackrack normallynormallynormallynormally consist178、sconsistsconsistsconsists ofofofofaluminumaluminumaluminumaluminum slotsslotsslotsslots designeddesigneddesigneddesigned totototo holdholdholdhold informationinformationinformationinformation rackrackrackrackslips.slips.slips.slips.INEGRATEKINEGRATEKINEGRATEKINEGRATEK SOFTWARESOFTWARESOFTWARESOFTWAR179、ESoftwareSoftwareSoftwareSoftware thatthatthatthat allowsallowsallowsallows severalseveralseveralseveral programsprogramsprogramsprograms totototo useuseuseuse thethethethesamesamesamesame database.database.database.database.Room Division OperationsINTERNALINTERNALINTERNALINTERNALCONTROLCONTROLCONTR180、OLCONTROLThe policies,procedures,and equipment used in a business to safeguard its assets and promoteoperational efficiency.61INTERSELLINTERSELLINTERSELLINTERSELLAGEMCYAGEMCYAGEMCYAGEMCYA central reservation system that handles reservations for more than one product line.Such asairline companies,car181、 rental companies,and hotel properties.INTERVIEWINTERVIEWINTERVIEWINTERVIEW EVALUATIONEVALUATIONEVALUATIONEVALUATION FORMFORMFORMFORMAform used by the front office manager to evaluate an applicants strengths and weaknesses.JOBJOBJOBJOB BERAKDOWNBERAKDOWNBERAKDOWNBERAKDOWNAform that details how the t182、echnical duties of a job should be performed.JOBJOBJOBJOB DESCRIPTIONDESCRIPTIONDESCRIPTIONDESCRIPTIONA detailed list identifying all the key duties of a job as well as reporting relationships,additional responsibilities,working conditions,and any necessary equipment and materials.JOBJOBJOBJOB LISTL183、ISTLISTLISTAlist identifying all the key duties of a job in the order of their importance.JOBJOBJOBJOB SHARINGSHARINGSHARINGSHARINGAn arrangement by which two or more part time employees share the responsibilities of onefull time position.JOBJOBJOBJOB SPECIFICATISPECIFICATISPECIFICATISPECIFICATIIONI184、ONIONIONA list of the personal qualities,skills and traits needed to successfully perform the tasksoutlined by a job description.62JOURNALJOURNALJOURNALJOURNALFORMFORMFORMFORMAn account recording format in which each entry includes a description of the resulting accountbalance.Journal form is typica185、lly used for front office accounting documents.JUNIORJUNIORJUNIORJUNIOR SUITESUITESUITESUITESeeMINIMINIMINIMINI SUITE.SUITE.SUITE.SUITE.KEYKEYKEYKEYRACKRACKRACKRACKAn array of numbered compartment used to store guestroom keys.KINGKINGKINGKINGAroom with a king size bed;may be occupied by one or more 186、people.KINGKINGKINGKING BEDBEDBEDBEDRoom Division OperationsAbed approximately 78 inches by 80 inches.LATELATELATELATEARRIVALARRIVALARRIVALARRIVALA guest with a reservation who expects to arrive after the hotels designated cancellation hourand so notifies the hotel.63LATELATELATELATE CHECKCHECKCHECK187、CHECK OUTOUTOUTOUT FEEFEEFEEFEEA charge imposed by some hotels on guests who do not check out by the established checkout time.LEASTLEASTLEASTLEAST COSTCOSTCOSTCOST ROUTINGROUTINGROUTINGROUTINGA feature of an active call accounting system that directs calls over the least costly availableline,regard188、less of carrier.LEDGERLEDGERLEDGERLEDGERAgrouping of accounts,LETTERLETTERLETTERLETTER OFOFOFOFCONFIRMACONFIRMACONFIRMACONFIRMAT T T TIONIONIONIONA letter sentto a guest to verify that a reservation has been made and that its specificationsare accurate.LIMITEDLIMITEDLIMITEDLIMITED SERVICESERVICESERV189、ICESERVICESee Economy/Limited ServiceLOCKLOCKLOCKLOCK OUTOUTOUTOUTA room status term indicating that the room has been locked so that the guest cannot re-enteruntil he or she is cleared by a hotel official.LOGLOGLOGLOG BOOKBOOKBOOKBOOKA journal in which important front office events and decisions ar190、e recorded for reference duringsubsequent shifts.64MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT CONTRACTCONTRACTCONTRACTCONTRACTAn agreement between the owner/developer of a property and professional hotel managementcompany.The owner/developer usually retains the financial and legal responsibility for t191、heproperty,and the,management company receives an agreed upon fee for operating the hotel.MARGINALMARGINALMARGINALMARGINALCOSTCOSTCOSTCOSTTheTheTheThe variablevariablevariablevariable orororor addedaddedaddedadded costcostcostcost ofofofof sellingsellingsellingselling a a a a productproductproductpr192、oduct thatthatthatthatis is is is incurredincurredincurredincurred onlyonlyonlyonly if if if if thethethethe roomroomroomroom is is is is soldsoldsoldsold(Fixed(Fixed(Fixed(Fixed costscostscostscosts areareareareincurredincurredincurredincurred whetherwhetherwhetherwhetherthethethethe productproduct193、productproduct is is is is soldsoldsoldsold orororor not.)not.)not.)not.)MARKETMARKETMARKETMARKET SEGMENTATIONSEGMENTATIONSEGMENTATIONSEGMENTATIONThe process of defining or identifying smaller,distinct groups or“segments“within largermarkets“corporate business travelers.”For instance,as a segment of194、“businessRoom Division OperationsTravelers.”MASTERMASTERMASTERMASTER KEYKEYKEYKEYAkey which opens all guestroom doors which are not double locked.MICROMICROMICROMICRO FITTEDFITTEDFITTEDFITTED ELECTRONICELECTRONICELECTRONICELECTRONIC LOCKINGLOCKINGLOCKINGLOCKING SYSTEMSYSTEMSYSTEMSYSTEMAn electronic 195、locking system in which each door has its own microprocessor containing apredetermined sequence of codes;a master console at the front desk stores code sequences for65each door.MINIMINIMINIMINI SUITESUITESUITESUITEA single room with a bed and a sitting area.The sleeping area may be in a bedroom sepa196、ratefrom the parlor or living room.Also called a junior suite.MISSIONMISSIONMISSIONMISSION STATEMENTSTATEMENTSTATEMENTSTATEMENTA document that states the unique purpose that sets a hotel apart from other hotels.A missionstatement expresses the underlying philosophy that gibes meaning and direction t197、o the hotelsactions,and address the interests of guests,management,and employees.MODIFIEDMODIFIEDMODIFIEDMODIFIEDAMERICANAMERICANAMERICANAMERICAN PLANPLANPLANPLAN(MAPMAPMAPMAP)A billing arrangement under which the daily rate includes charges for the guestroom and twomeals typically breakfast and din198、ner.Also called semi pension.See also AmericanAmericanAmericanAmerican Plan,Plan,Plan,Plan,EuropeanEuropeanEuropeanEuropean Plan.Plan.Plan.Plan.MOTELMOTELMOTELMOTELAlodging facility that caters primarily to guests arriving by automobile.MOTIVATIONMOTIVATIONMOTIVATIONMOTIVATIONStimulating a persons i199、nterest in a particular job,project,or subject so that the individual ischallenged to be continually attentive,observant,concerned,and committed.MULTIPLEMULTIPLEMULTIPLEMULTIPLE OCCUPANCYOCCUPANCYOCCUPANCYOCCUPANCYRATIORATIORATIORATIOMeasurement used to forecast food and beverage revenue,to indicate200、 clean linen requirements,66and to analyze daily revenue rate.Derived from multiple occupancy percentage or bydetermining the average number of guests per rooms sold.Also called DoubleDoubleDoubleDouble OccupancyOccupancyOccupancyOccupancyRatio.Ratio.Ratio.Ratio.MULTIPLEMULTIPLEMULTIPLEMULTIPLE OCCU201、PANCYOCCUPANCYOCCUPANCYOCCUPANCYSTATISTICSSTATISTICSSTATISTICSSTATISTICSOccupancy ratios,indicating either a multiple occupancy percentage or the average number ofguests per room sold.Used to forecast food and beverage ratios,indicate clean linenrequirements,and analyze average daily room rates.NIGH202、TNIGHTNIGHTNIGHTAUDITAUDITAUDITAUDITRooms Division OperationsA daily comparison of guest accounts(and non guest account having activity)with revenuecenter transaction information.A night audit,so called because it is usually performed atnight,helps guarantee accuracy in front office accounting.NIGHT203、NIGHTNIGHTNIGHTAUDITORAUDITORAUDITORAUDITORAn employee who checks the accuracy of front office accounting records and compiles a dailysummary of hotel financial data as part of the night audit.In many hotels,the night auditor isactually an employee of the accounting division.NIGHTNIGHTNIGHTNIGHT SHI204、FTSHIFTSHIFTSHIFTAhotel work shift,generally 11:00 p.m.to 7:00 a.m.67NONONONO POSTPOSTPOSTPOST SHIFTSHIFTSHIFTSHIFTA term used to indicate a guest who is not allowed to charge purchases to his or her roomaccount.NONONONO SHOWSHOWSHOWSHOWAguest who made a room reservation but did nor register or canc205、el.NONNONNONNON AFFILIATEAFFILIATEAFFILIATEAFFILIATE RESERVATIONRESERVATIONRESERVATIONRESERVATION NETWORKNETWORKNETWORKNETWORKAcentral reservation system which connects independent(non chain)properties.NONNONNONNON AUTOMATEDAUTOMATEDAUTOMATEDAUTOMATEDA system of front office record keeping character206、ized by the exclusive use of hand writtenforms.The elements of non automated systems have determined the structure of many frontoffice processes in even the most advanced automated facilities.NONNONNONNON GUESTGUESTGUESTGUESTACCOUNTACCOUNTACCOUNTACCOUNTAn account created to track the financial trans207、actions of a local business or agency with chargeprivileges at the hotel,a group sponsoring a meeting at the hotel,or a former guest whoseaccount was not settled at the time of departure.NONNONNONNON GUESTGUESTGUESTGUEST FOLIOFOLIOFOLIOFOLIOA folio used to chart transactions on an account assigned t208、o a local business or agency withhotel charge purchase privileges,a group sponsoring a meeting at the hotel,or a former guestwith an outstanding account balance.68NONNONNONNON GUESTGUESTGUESTGUEST LEDGERLEDGERLEDGERLEDGERSee CityCityCityCity ledger.ledger.ledger.ledger.OBJECTIVEOBJECTIVEOBJECTIVEOBJ209、ECTIVEA measurable end that an organization must achieve in order to effectively carry out itsmission.ORCUPANCYORCUPANCYORCUPANCYORCUPANCYPERCENTAGEPERCENTAGEPERCENTAGEPERCENTAGERooms Division OperationsAn occupancy ratio that indicates the proportion of rooms sold to rooms available for saleduring 210、a specific period of time.OCCUPANCYOCCUPANCYOCCUPANCYOCCUPANCYRATIORATIORATIORATIOA measurement of the success of the hotel in selling rooms.Typical occupancy ratios includeaverage daily rate,average rate per guest,multiple occupancy statistics,and occupancypercentage.OCCUPANCYOCCUPANCYOCCUPANCYOCCU211、PANCYREPORTREPORTREPORTREPORTA report prepared each night by a front desk agent that lists the rooms occupied that night andindicates those guests expected to check out the following day.OCCUPIEDOCCUPIEDOCCUPIEDOCCUPIEDAroom status term indicating that a guest is currently registered to the room.69O212、NONONON CHANGECHANGECHANGECHANGEA room status term indicating that the guest has departed,but the room has not yet beencleaned and readied for resale.OPENOPENOPENOPENThe status of a date for which a reservation system can still accept reservations.ORGANIZATIONORGANIZATIONORGANIZATIONORGANIZATION CHA213、RTCHARTCHARTCHARTA schematic representation of the relationships among positions within an organization,showing where each position fits into the overall organization an illustrating the divisions ofresponsibility and lines of authority.ORIENTATIONORIENTATIONORIENTATIONORIENTATIONA term used to desc214、ribe the state when the totals of debit amounts and credit amounts for a setof accounts are not equal.OUTOUTOUTOUT OFOFOFOF ORDERORDERORDERORDERA room status term indicating that the room cannot be assigned to a guest.A room may be out of order for maintenance,refurbishing,extensive cleaning,or othe215、r reasons.OUTSTANDINGOUTSTANDINGOUTSTANDINGOUTSTANDING BALANCEBALANCEBALANCEBALANCEThe amount the guest owes the hotel or the amount the hotel owes the guest,in the event of acredit balance at settlement.70OVERAGEOVERAGEOVERAGEOVERAGEAn imbalance that occurs when the total of cash and checks in a ca216、sh register drawer in greaderthan the initial bank plus net cash receipts.Rooms Division OperationsOVERBOOKINGOVERBOOKINGOVERBOOKINGOVERBOOKINGAccepting more reservations than there are available rooms.OVERDUEOVERDUEOVERDUEOVERDUEACCOUNTACCOUNTACCOUNTACCOUNTA city ledger account that is unpaid beyon217、d the current billing period,usually between 30 and90 days.OVERFLOWOVERFLOWOVERFLOWOVERFLOW FACILITYFACILITYFACILITYFACILITYA property selected to receive central system reservation requests after room availabilities inthe systems participating properties within a geographic region have been exhaust218、ed.OVERSITAYOVERSITAYOVERSITAYOVERSITAYAguest who stays after his or her stated departure date.PACKAGEPACKAGEPACKAGEPACKAGE PLANPLANPLANPLAN RATERATERATERATEAspecial room rate for a room as part of a combination of events or activities.PAIDPAIDPAIDPAID ININININ ADVANCEADVANCEADVANCEADVANCE(PIA(PIA(P219、IA(PIA)GUESTGUESTGUESTGUESTA guest who pays his or her room charges in cash during registration.PIA guests are often71denied in house credit.PAIDPAIDPAIDPAID OUTOUTOUTOUTCash disbursed by the hotel on behalf of a guest and charged to the guests account as a cashadvance.PAYROLLPAYROLLPAYROLLPAYROLLAC220、COUNTINGACCOUNTINGACCOUNTINGACCOUNTING SOFTWARESOFTWARESOFTWARESOFTWAREA back office computer application that processes such data as time and attendance records,pay distribution,and tax withholding.PERFORMANCEPERFORMANCEPERFORMANCEPERFORMANCE STANDARDSTANDARDSTANDARDSTANDARDArequired level of perfo221、rmance that establishes the acceptable quality of book.PIAPIAPIAPIA(PAIDPAIDPAIDPAID ININININ ADVANCEADVANCEADVANCEADVANCE)LISTLISTLISTLISTA guest who pays his or her room changes in cash during registration.PIA guests are oftendenied in house credit.PICKPICKPICKPICK UPUPUPUPERRORERRORERRORERRORRoom222、s Division OperationsAn error in manual and semi-automated systems that occurs when the user enters an incorrectprevious balance or transactions value in the process of posting.72POINTPOINTPOINTPOINT OFOFOFOFSALESALESALESALEThe location at which goods or service are purchased.Any hotel department th223、at collectsrevenues for its goods or services is considered a revenue center and thus a point of sale.POINTPOINTPOINTPOINT OFOFOFOF SALESALESALESALE(POSPOSPOSPOS)SYSTEMSYSTEMSYSTEMSYSTEMA computer network that allows electronic cash registers at the hotels points of sale tocommunicate directly with 224、a front office guest accounting module.POSTINGPOSTINGPOSTINGPOSTINGThe process of recording transactions on a guest folio.POTENTIALPOTENTIALPOTENTIALPOTENTIALAVERAGEAVERAGEAVERAGEAVERAGE RATERATERATERATEA collective statistic that effectively combines the potential average single and double rates,mu225、ltiple occupancy percentage,and rate spread to produce the average rate that would beachieved if all rooms were sold at their full rack rates.PRE-REGISTRATIONPRE-REGISTRATIONPRE-REGISTRATIONPRE-REGISTRATIONA process by which sections of a registration card or its equivalent are completed for guestsa226、rriving with reservations.Room and rate assignment,creation of a guest folio,and otherfunctions may also be part of pre-registration activity.PREPAYMENTPREPAYMENTPREPAYMENTPREPAYMENT GUARANTEEGUARANTEEGUARANTEEGUARANTEEAtype of reservation guarantee that requires a payment in full made before the da227、y of arrival.PRIVATEPRIVATEPRIVATEPRIVATE BRANCHBRANCHBRANCHBRANCH EXCHANGEEXCHANGEEXCHANGEEXCHANGE(PBXPBXPBXPBX)73Ahotels telephone switchboard equipment.PROPERTYPROPERTYPROPERTYPROPERTYDIRECTDIRECTDIRECTDIRECTA method of communicating reservation requests directly to a hotel,by telephone,mail,prop228、erty to property link,telex,cable,or another method.PROPERTYPROPERTYPROPERTYPROPERTYMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT SYSTEMSYSTEMSYSTEMSYSTEMA computer software package that supports a variety of applications related to front office andback office activities.See also Front OfficeApplications.