爱华网Hotel departments 酒店部门
General Manager`s Office 总经理办公室
Human Resources Department 人力资源部
Sales＆Marketing Department公关销售部
Room Division Department 房务部
Front Office department 前厅部
Business Center 商务中心
Concierge 礼宾部
Operator 总机
Reservation Desk 预订部
Reception Desk 接待处
Housekeeping Department 管家部
Laundry Department 洗涤部
Public Area Department 公共卫生部
Florist 花房
Food＆Beverage Department 餐饮部
Western Restaurant 西餐厅
Chinese Restaurant 中餐厅
Chinese Kitchen Department 中厨部
Western Kitchen Department 西厨部
Bakery 包饼房
Beverage Department 酒水部
Banquet Department 宴会部
Steward Department 管事部
Staff Canteen 员工餐厅
Engineering Department 工程部
Security Department 保安部
Transportation Department 汽车部
Spa＆Fitness 健康中心
Guest Clinic 宾客医疗室
Logistics Department 事务部
Finance Department 财务部
Purchasing Department 采购部
Storage Department 仓管部
Hotel Staff Positions 酒店职位
General Manager 总经理
Vice/Deputy General Manager 副总经理
Executive Director 行政总监
Finance Director 财务总监
Assistant General Manager 总经理助理
Director of Human Resources人力资源部总监
Human Resources Manager人力资源部经理
Personnel Manage 人事经理
Training Manager 培训经理
Sales Manager 销售经理
Public Relations Manage 公关经理
Sales Representative 销售代表
Front Office Manager 前厅部经理
Assistant Front Office Manager前厅部副经理
Assistant to Front Office Manager前厅经理助理
Assistant 大堂副理
Guest Service Manager 宾客服务经理
Guest Relations Officer 宾客关系员
Hotel Representative 酒店代表
Receptionist 前台接待员
Bellboy 行李员
Door man 门童
Operator 总机接线员
Executive Housekeeper 行政管家
Assistant Housekeeper 助理管家
Room Attendant 客房服务员
Laundry Manager 洗涤部经理
Public Area Manager 公共区经理
Food＆Beverage Manager 餐饮部经理
Western Restaurant Manager 西餐部经理
Chinese Restaurant Manager 中餐部经理
Executive Chef-Chinese 中餐行政总厨
Executive Chef- Western 西餐行政总厨
Pantry Chef 大厨
Cook/chef 厨师
Beverage Manager 酒水部经理
Banquet Manager 宴会部经理
Steward Manager 管事部经理
Waiter/Waitress 餐厅男/女服务员
Hostess 咨客
Pantry 地哩
Security Manager 保安部经理
Security Guard 保安员
Chief Engineer 总工程师/工程部经理
IT Engineer 信息技术工程师
Transportation Manager 汽车部经理
Driver 司机
Health Recreation Manager 健康中心经理
Purchasing Manager 采购部经理
Purchasing Staff 采购员
Storage Manager 仓管部经理
Cost controller 成本控制
Accountant 会计员
Cashier 收银员
Night/Day Auditor 夜/日审员
Captain 领班
Supervisor 主管/主厨
Clerk/Order Taker 文员
Coordinator 协调员/联络员
Staff 职员
Secretary 秘书
Arts Designer 美工
Doctor 医生
Nurse 护士
Hotel Locations 酒店设施
U8 Action Cuisine Restaurant U8风味餐厅
Tian Yuan Chinese Restaurant 恬园创意中餐厅
Societe Lobby Bar相聚大堂吧
Choc Java＆Lin Q Café 西饼屋与网吧
Rainbow Bar 彩虹吧
Outdoor Swimming Pool 露天游泳池
Health Club ＆Tennis 健身中心和网球场
Figures and numbers 数量和序数
Cardinal Numbers基数 Ordinal Numbers序数 Cardinal Numbers基数 Ordinal Numbers序数
zero
1 one first 1st
two second 2nd
three third 3rd
four fourth 4th
five fifth 5th
six sixth 6th
seven seventh 7th
eight eighth 8th
nine ninth 9th
ten tenth 10th
eleven eleventh 11th
12 twelve twelfth 12th
13 thirteen thirteenth 13th
14 fourteen fourteenth 14th
15 fifteen fifteenth 15th
16 sixteen sixteenth 16th
17 seventeen seventeenth 17th
18 eighteen eighteenth 18th
19 nineteen nineteenth 19th
20 twenty twentieth 20th
21 twenty- one twenty- first 21st
30 thirty thirtieth 30th
40 forty fortieth 40th
50 fifty fiftieth 50th
60 sixty sixtieth 60th
70 seventy seventieth 70th
80 eighty eightieth 80th
90 ninety ninetieth 90th
100 hundred hundredth 100th
101 hundred and one hundred an first 101st
500 five hundred five hundredth 500th
1000 thousand thousandth 1000th
4280 four thousand two hundred and eighty four thousand two hundred and eightieth 4280th
10 000 ten thousand ten thousandth 10 000th
100 000 hundred thousand hundred thousandth 100 000th
1 000 000 million 10 000 000 000 billion
Times 时间
Second 秒 Minute分钟 Hour小时 Day天 Week星期
Month月 Year年 Decade十年 Century 一百年/世纪
two minutes and fifty eight second 两分零五十八秒
One and a half hour 一个半小时
one hour and thirty minutes 一小时三十分钟
4︰00 p.m./four o′clock in the afternoon 下午四点整
5：15a.m./a quarter past five in the morning 上午五点十五分
7：30 p.m./half past eight in the evening 晚上八点半
Three quarters past eight/a quarter to nine in the evening
晚上八点四十五分
Twelve noon/12p.m. 中午十二点
twelve midnight/12a.m. 凌晨十二点
Dates 日期
Monday（Mon.） 星期一
Tuesday（Tue.） 星期二
Wednesday（Wed.） 星期三
Thursday （Thurs.） 星期四
Friday（Fri.） 星期五
Saturday（ Sat.） 星期六
Sunday （Sun.） 星期日
Today 今天
Every other day 隔天
Tomorrow 明天
Day after Tomorrow 后天
2days after tomorrow 大后天
Yesterday 昨天
Day before yesterday 前天
2days before yesterday 大前天
January（Jan.） 一月
February（Feb.） 二月
Mar（Mar.） 三月
April（Apr.） 四月
May 五月
June(Jun.) 六月
July（Jul.） 七月
August（Aug.） 八月
September（Sep.） 九月
October（Oct.） 十月
November（Nov.） 十一月
December（Dec.） 十二月
Last month 上个月
Next month 下个月
This year 今年
Next year 明年
Last year 去年
Housekeeping English客房英语
1.room number 房号
2.door lock 门锁
3.door bell 门铃
4.Door knob signs 房门挂牌
5.Please make up room sign
请即打扫
6.Do not disturb (DND)sign
请勿打扰牌
7.Turn down the bed 开夜床服务牌
8.Emergency evacuation Plan 紧急疏散图
9.spy hole 防盗眼
10.fluorescent lamp日光灯
11.stand lamp 落地灯
12.table lamp 台灯
13.bed lamp 床头灯
14.light bulb 灯泡
15.lamp shade 灯罩
16.wardrobe 衣柜
17.rail 横杆
18.clothes hanger/lady/gent男女挂衣钩
19.suit hanger 西装衣架
20.pants hanger 裤子衣架
21.dress hanger 裙子衣架
23. Refrierator cabinet冰箱柜
24.baggage rack 行李架
25. desk/dressing table书桌/梳妆台
26.drawer 抽屉
27.dressing chair 梳妆椅
28. dressing mirror 梳妆镜
29.long mirror 穿衣镜
30.hanging picture 挂画
31.window 窗户
32.curtain hook 窗帘钩
33.heavy curtain 厚帘
34.net curtain 纱帘
35.corridor 走廊
36.coffee table 咖啡台
37.arm chair 圈椅
38.mattress 床褥垫
39.bed frame 床架
40.head board 床头板
41. bed side table 床头柜
42.control board 控制板
43.base board 地脚线
44.Air conditioner grid风口
45.Air exhauster 抽风机
46.wall paper 墙纸
47.ceiling 天花板
48.carpet 地毯
49.smoke detector烟感器
50.Temperature reactor
烟感器
51.marble counter 云石台
52.wash basin 洗手盆
53.faucet/cap 水龙头
54.sink stopper 去水塞
55.towel rack 毛巾架
56.bathroom 卫生间
57.toilet 座厕
58.bathtub 浴缸
59. shower nozzle 花洒头
60.floor drain 地漏
61.shower mats 防滑垫
62.safety handle 安全扶手
63.soap dish 皂碟
64.marble wall 云石墙
65. Safety box (instructions)
保险箱(使用说明书)
Electrical appliances电器
66.refrigerator/fridge 电冰箱
67.television set 电视机
68.radio 收音机
69.computer 电脑
70.fax machine传真机
71.telephone电话
72.switch 开关
73.button 按钮
74.socket 插座
75.plug 插头
76.adaptor 多用插座
77.transformer 变压器
78.sitting hair-dryer座式风筒
79.iron 烫斗
80.ironing board 烫板
81.DVD player DVD影碟机
82.internet cable 网线
83.emergency torch 应急电筒
Linens布草
84.bedcover 床罩
85.bed pad 床垫
86.blanket 毛毯
87.bedsheet 床单
88.soft/firm pillow 软/硬枕头
89.Pillow inner slip 枕内套
90.pillow case枕套
91.hand towel 方巾
92.face towel 面巾
93.bath towel 浴巾
94.bath mat 地巾
95.bathrobe 浴袍
96. Glass cloth杯布/镜布
97.dust cloth 尘布
98. bed skirting 床裙
99.feather quilt 羽绒被
Duvet cover 羽绒被套
Cotton quilt 棉被
Runner 床尾段
Morning gown 晨衣
Guest amenities 客用品
100.service directory 服务指南
101.telephone directory 电话指南
102.newspaper 报纸
103.room service menu 送餐餐牌
104.door knob breakfast menu早餐牌
105.jogging map 缓步跑地图
106.map of Guangzhou 广州地图
107.stationery file 文件夹
108.binder 订书机
109.tape/glue 透明胶
110.battery 电池
111.ruler 尺子
112.scissors 剪刀
113.writing paper 信纸
114.envelope 信封
115.post card 明信片
116.memo pad 便签
117.memo pad holder 便签夹
118.GM compliment card 总经理致敬卡
119.GM welcome card 总经理欢迎卡
120.please Drive Me card 请送我回酒店卡
121. Tie holder 领带夹
122.laundry（wash） list 洗衣(水洗)单
123.dry cleaning＆pressing list
干洗及烫衣单
124.laundry bag（cotton） 棉洗衣袋
125.shopping bag 购物袋
126.mimi bar list/drinks list 酒水牌
127.mimi bar list folder 迷你吧账单夹
128.guest questionnaire 客人意见书
129.hotel brochure 酒店介绍册
130.price list 价目表
131.luggage sticker 行李贴
132.thermos bottle 热水瓶
133.thermos internal container
热水瓶内胆
134.water jug 冷水瓶
135.ice bucket 冰桶
136.ice tong 冰夹
137.tea set tray 茶托
138.tea box 茶叶盒
139.tea bag 茶包
140.tea cup 茶杯
141.saucer 杯碟
142.teaspoon 茶勺
143.tall/short cup 高杯/矮杯
144. drinking glass 水杯
145.wine glass 酒杯
146.water tumbler/bathroom glass漱口杯
147.glass wrapper 杯套
148.paper coaster 杯垫
149.tea bag 茶包
150.stirrers 调酒棒
151.napkin 餐巾
152.shoe basket 鞋篮
153. shoe shine sponge 刷鞋棉
154.sewing kit 针线包
155.shoe shine service sheet擦鞋服务纸
156. shoe horn 鞋拔
157. shoe brush 鞋刷
158. shoe cloth 擦鞋布
159. shoe polisher 擦鞋器
160. shoe shine cloth 擦鞋布
161. shoe polish 鞋油
162. slippers 拖鞋
163.clothes brush 衣刷
164.dustbin 垃圾桶
165. ball pen 圆珠笔
166. ashtray 烟灰盅
167. matches 火柴
168. fire mask
169. TV remote case 遥控器套
170. TV remote control 遥控器
171. TV channel guide 电视节目指南
172. vase 花瓶
173.soap 香皂
174.tissue 面纸
175.toilet paper 厕纸
176.soap dish 皂碟
177.tissue box 面巾纸盒
178.toilet paper holder 卷纸架
179.shampoo/hair conditioner 洗发水/护发素
180.body lotion 润肤露
181.dental kit 牙具套装
182.toothbrush 牙刷
183.toothpaste 牙膏
184.foam bath 沐浴液
185.comb 梳子
186.shower cap 浴帽
187.cotton buds 棉签
188. nail clippers 指甲剪
189. nail file 指甲锉
190.shaving kit/razor
须刨
191.sanitary bag 卫生袋
192.vanity kit 护理套
193.amenities tray 日用品托盘
194.provisions 备品
195.rattan basket 藤篮
196.scissors 剪刀
197.bottle opener 开瓶器
198.mahjong table/chair 麻将台/麻将椅子
199.bady cot 婴儿床
200.Shower puff 搓澡棉
201. body scale 体重磅
202 soft drink 不含酒精的软饮料
Newspapers＆Magazines 报纸和杂志
China Daily中国日报
Guangzhou Daily广州日报
Yangcheng Evening News羊城晚报
South China Morning Post南华早报
Hong Kong Commercial Daily News
香港商报
U.S.A.Today今日美国
Times 时代
Newsweek新闻周刊
The Leading Hotel一流酒店
Abbreviations 缩写
ECO 预走房
VC(vacant clean) 干净空房
VD(vacant dirty)脏空房
NNS(no need service) 不需要服务
OOO(out of order)维修房
EXP 预到房
SLO(sleep out) 外宿
EB(extra bed) 加床
Group party 团房
Comp Rm(complimentary room)免费房
OOT(out of the turn)保留房
LSG(long staying guest)长住客
RG(regular guest) 常客
RS(refused service)拒绝服务
GC(general clean)总卫生清洁
DL(double locks) 双锁房
L/F（Lost and found） 失物招领
DND（Do Not Disturb） 请勿打扰
VIP（Very important person）贵宾
FIT(Foreign individual traveler)单独的外国旅游者
BC(Baby cot) 婴儿床
D/O（Due out） 预离房间
H．U（House use） 自用房间
Laundry Service洗衣服务
238.Bikini 比基尼
239.Blouse 女衫
240.Express service快速服务
241.Extra change 附加费
242.Fur coat 毛皮大衣
243.Garment 服装、外衣
244.Handkerchief手帕
245.Ironing 烫平
246.Jacket 短上衣、夹克
247.Jeans 牛仔裤
248.Kimono 和服、晨衣
249.Laundry 洗衣
250.Pajamas 睡衣
251.Quick service快速服务
252.Rate list 价目表
253.Scarft 围巾
254.Sock(s) 短袜
255.Stocking(s) 长袜
256.Suit 西装
257.Sweater 毛衣
258.Swimwear 游泳衣
259.T-shirt T恤衫
260.Underwear 内衣裤
261.Uniform 制服
262.Waistcoat 背心
263.Describe 描述
264.Dry–cleaning干洗
265.Evening dress晚礼服
266.Express dry cleaning快速干洗
267.deliver 运送
268.Bra 乳罩
269.Braces 裤子吊带
270.Briefs 三角裤
271.Cloak 斗
272.environmental card环保卡
273.shoe shine basket刷鞋篮
274.glass container棉花球玻璃瓶
Greetings 祝福语
Happy birthday 生日快乐
Happy New Year 新年快乐
Happy Valentine′s Day 情人节快乐
Merry Christmas 圣诞快乐
Happy holidays 假日快乐
Happy Labor Day 劳动节快乐
Happy Mother′s Day 母亲节快乐
Happy Father′s Day 父亲节快乐
Happy Dragon Boat Festival 端午节快乐
Happy Mid-Autumn Festival 中秋节快乐
Happy National Day 国庆节快乐
Happy Children′s Day 儿童节快乐
Happy Youth′s Day 青年节快乐
Happy Halloween 万圣节快乐
Happy Thanksgiving 感恩节快乐
（在美国是11月第四个星期四）
Happy New Year′s Eve 除夕快乐
Happy Boxing Day 12月26日
Addressing 称谓:
(直接)Mr.先生, Mrs.夫人 Ms. 未婚/已婚, Miss,小姐 sir.先生 madam.先生， gentlemen.先生， ladies.女士,
(间接)the lady with you和你一起的小姐, the gentleman with you和你一起的先生, that lady那位女士, that gentlemen那位先生
Greeting：问好
1.Good morning, sir/madam 早上好，先生/夫人
2.Good afternoon, sir/madam下午好，先生/夫人
3.Good evening, sir/madam晚上好，先生/夫人
4.How are you today, sir?你好吗，先生！ (回答：Fine 。Thank you. And you?很好。 谢谢，你呢？)
Welcoming欢迎：
1.Welcome to the seele boutique hotel.欢迎光临中山拾乐酒店
2.Welcome to our restaurant.欢迎光临我们的餐厅。
3.We’re glad to see you again.我们很高兴再次见到你.
Asking/inquiring询问/征询：
1.May I have your name, please? 请问我可以知道你的名字吗？
2.Your initials, please? 请问你名字的首个字母？
3.May I have your first name? 请问我可以知道你的名字吗？
4.May I take your order now? 请问你现在可以下单吗？
5.May I have your room number? 请问你的房号是多少？
6.May I have your signature, sir?…here please. 请签名，先生？…请签这儿。
7.May I know I’m talking with?（打电话时用） 请问我需要联系谁？
8.May I ask who is next? 请问我下一个该问谁？
9.May I be of service, madam? 请问我可以为你服务吗，夫人？
10.May I recommend our , sir? 我可以为你推荐 ，先生？
11.May I help you with , madam? 需要帮你 ，夫人？
12.Would you like me to book a for you? 需要我为你订 ？
13.Would you like to have a cup of tea? 请问你愿意喝一杯茶吗？
14.Would you like me to sit by the window? 请问我可以坐在靠窗边吗？
15.Is there anything else I can do for you, madam? 还需要我帮你做别的事吗？
16.How about a ? 怎么样
Expressing good wishes 祝愿/祝福：
1.Have a pleasant stay at the NOVOTEL BAIYUN Airport Guangzhou, sir? 愿你在广州诺富特白云机场大酒店住得愉快！
2.Have a pleasant stay with us, madam. 愿你在这儿住得开心！
3.Have a nice day! .Have a good day. 祝你愉快!
4.Have a pleasant evening. 愿你有一个愉快的晚上！
5.Have a good weekend! 愿你有一个愉快的周末！
6.Enjoy your stay/day. 愿你在这儿开心。
7.Happy New Year !新年快乐！
8.Merry Christmas! 圣诞快乐！
9.Happy Birthday！ 生日快乐！
Answers to good wishes对一般祝福的回答：
1.You too, Mr. . 你也是，先生。
2.The same to you, sir/madam. 同样祝愿你，先生/夫人。
Expressing thanks致谢：
1.Thank you. 谢谢！
2.Thank you very much. 非常感谢你！
3.Thank you for telling us. 谢谢你告诉我！
4.Thank you for your compliment. 谢谢你称赞我。
5.Thank you for coming. 谢谢你的到来。
6.Thank you for calling.谢谢你的来电。
7.Thank you for waiting.谢谢你的等待。
8.Thank you for being so understanding.(得到谅解时用)谢谢你的理解。
9.That’s very kind of you. Thank you very much.你太好了，非常感谢你。
Answers to thanks对致谢的回答：
1.You are welcome.欢迎你。
2.With pleasure.很荣幸。
3.My pleasure.我的荣幸。
4.Thank you.(用升调)谢谢你。
5.Glad to be of service. Please feel free to contact us anytime.很高兴为你服务，如果有需要请随时通知我们。
Apologizing致歉：
1.Excuse me.（打扰客人时）
2.I’m awfully sorry. 我实在很抱歉。
3.I beg your pardon, sir. 请再讲一次。
4.Excuse me for interrupting.(不得不打扰客人时) 对不起，打扰一下。
5.Sorry to have bothered you.(打扰客人后) 实在抱歉，打扰你了。
6.I’m very sorry. There could have been a mistake. I do apologize(有投诉时) 我感到非常抱歉由于我们的失误。
7.I’m sorry. excuse me, I…（中止谈话时用) 对不起，我….
8.I’m sorry. I’m being called.(同上) 对不起，我有来电/有人找我。
9.I’m sorry to have kept you waiting, sir.(让客人久等时用) 对不起，让你久等。
10.I’m sorry. The house/restaurant is fully booked. 对不起，房间/餐厅额满了。
11.I’m sorry. We have run out of . 对不起，我们用完了 。
Answers to apology对道歉的回答：
1.That’s all right. 没关系。
2.It doesn’t matter. 没关系。
Directing指示:
1.Let me show you. 让我告诉你。
2.This way, please. 请走这边。
3.Please dial “0”, sir. 请拨“0”，先生。
4.It will be on your right hand side. You won’t miss it. 它在你的右手边，你一下就会看到它
5.Go straight ahead.
6.Go down to the lobby.
7.Please take the lift to the 3rd floor.
8.Turn left/right at the first corner.
Arousing attention提示：
a) Here you are.(递东西时)
b) Here we are.(到达目的地时)
c) There comes the taxi.(有的士来时)
d) There he is.(发现要找的人时)
e) Be aware of the ceiling, sir.
Reassuring表示安慰：
f) Don’t worry, madam. We’ll see to it.
g) I’ll look into the matter.
h) I’ll be with you in a moment.
i) There is no hurry, sir. Take your time.
j) It won’t be too long, sir.
k) Please take you time, madam.
l) We’ll let you know as soon as there is any available.
m) I’ll report it to my manager.
Willing to serve表示乐意效劳：
n) Very good, sir. I’ll be glad to help.
o) Certainly, madam. I’ll be happy to do it.
p) Yes, I will.
q) Yes, certainly, just leave it to us, sir.
r) Glad to be of service. Please feel free to contact us anytime.
s) My name is , if there is anything I can do for you, just let me know.
Declining表示委婉:
t) I’m afraid such information is confidential.
u) That’s very kind of you, but mo, thank you.
v) That won’t be necessary, sir, but thank you all the same.
w) I’m afraid we can’t do that.
Positive answers肯定答复：
x) Certainly，sir, I will bring it to you right away.
y) We do have available.
Uncertain answers未肯定时的答复：
z) I’m sorry I can not guarantee, but I’ll do my best.
aa) I am sorry, madam, I am not sure, but I will ask my manager/the chef about it for you.
bb) If you wait a moment, sir, I will try to find out.
Negative answers否定的答复：
cc) I’m sorry, there is no discount.
dd) I’m sorry, madam, I’m afraid we don’t have any available.
Expressing happiness表示高兴：
ee) My pleasure. I’m happy everything was to your satisfaction.
ff) I am glad to heat that.
Expressing pity表示遗憾：
gg) I am sorry to heat that.
hh) It’s a great pity.
Expressing concern表示关怀：
ii) Did you have a nice trip?
jj) Are you all right, sir?
kk) I hope you did not hurt yourself.
ll) Would you like to see the doctor?
mm) I hope you feel better now.
Being modest表示谦让：
nn) After you, sir.
oo) You first, sir.
Asking for a pass请让路：
pp) Excuse me, please.
qq) May I come through, please?
Agreeing表示同意：
rr) That’s true.
ss) Absolutely, sir.
tt) Exactly, sir.
Disagreeing表示不同意：
uu) Not really. It’s good value for the price.
Understanding表示明白：
vv) Yes, I see, sir.
Not understanding表示不明白：
ww) Could you speak slowly, please?
xx) I am sorry, I don’t quite understand. Should I get the manage?
yy) Pardon?（用升调）
Saying good-bye告别语：
1.Good-bye, and have a nice trip.
2.Thank you for coming.
3.Sorry, I have to go. Nice talking with you.
zz) We all look forward to serving you again.
aaa)Hope you enjoyed staying with us.
IIInesses 客人突发病症
Fever 发烧
Cold 感冒
Allergy 过敏
Cough 咳嗽
Headache 头痛
Stomachache 腹痛
Diarrhea 腹泻
Vomiting 呕吐
Nausea 作呕
Giddiness 头晕
Bleeding 淤血
Bruise 淤肿
Sprain 扭伤
Scratch 抓痕
Cut 割伤
Daily Vocabulary in Housekeeping 客房日常用语
Offer Make-up Room 打扫房间
·Housekeeping, may I come in?
客房部，我可以进来吗？
·I am sorry to disturb you ,but we would like to clean the room. May we do it now?
对不起，打扰您。我们想打扫房间，现在可以吗？
·What would it be convenient, sir?
什么时候方便呢？
·Excuse me, may I come through, please, sir/madam?
对不起，先生/女士，我可以进去吗？
·We always service rooms early on requested.
如果客人要求，我们可以提前打扫房间。
·Because we need to prepare rooms for sale by Front Office by noon time.
因为我们需要中午前准备好房间给前台卖。
·I do hope you are enjoying your stay here.
我衷心希望你们在这里住的愉快。
·Shall I come back later, sir?
先生，要我等会儿再来吗？
·What time would you better for you?
您什么时间更合适呢？
·You can call the housekeeping when you want your room done.
当您需要清理房间时，可以打电话给管家部。
·May I vacuum the room now?
我可以吸尘吗？
·May I tidy up your desk?
我帮您整理一下书桌好吗？
·May I move the things on your desk so that I can dust it?
为了清洁书桌，我可以移动您桌子上的物品吗？
Turn Down Service 开床服务
·Turn down service ,may I come in?
开床服务，可以进来吗？
·Would it be convenient if I return at 9:45(nine forty-five).
我9：45再回来好吗？
·Certainly, Mr/Mrs XXX, but I will have to contact the Front Office ,because I can not do this without the authority of Front Office. It is the hotel regulations.
好的，XX女士，但我需要联系前台，因为没有他们的同意，我是不可以给您加床的。这是酒店的规定。
·I will send someone to your room with a clothes hangers straight away.
我马上就派人将衣架送去您房间。
·And I will give you a call after I contact the Front Office about the rollaway.
我跟前台联系好加床后就给您电话。
·Certainly sir, I will send someone with a table right away. Anything else I can do for you。
好的，先生。我这就叫人把椅子送去，还有别的东西需要吗？
·Is there are anything else I can do for you?
还有别的什么吗？
Maintenance Service维修服务
·Housekeeping, did you ring for service?
客房部，您需要服务吗？
·The light in the room is too dim, please give me a brighter one.
房间里的灯光太暗了，请给我一盏光亮点的。
·Certainly, sir I will be back right away.(I will be right back)
好的，先生，我马上就回来。
·Excuse me, do you mind if I move your things?
对不起，我挪一下你的东西可以吗？
·Oh, no, go ahead.
好的
·How′s the light now.
现在可以了吗？
·It′s much better. 好多了
·Don′t worry, put up “Do Not Disturb” Sign, and if I see it, I won′t knock again.
不用担心，挂上“请勿打扰”牌，如我们看见，就不会在敲门了，
·Then we don′t get a turn down?
那我们就没有开床服务了。
·I′ll let the overnight staff know. They will come in when you remove the sign.
我会通知深夜班的同事，如您把牌子取走，他们就会来的。
·Good night, sir ,do have a please evening.
晚安，先生，祝您有一个愉快的晚上。
·There seems to be something wrong with the toilet.
厕所好像有点问题。
·We will send someone up immediately .What′s your room number please?
我们马上就派人来请问您的房间号码。
·May I come in?…What′s the trouble(What′s wrong?/What seems to be the trouble?)
我可以进来吗？有什么问题（出了什么毛病了）
·The toilet doesn’t flush.
厕所冲不了水。
·Let me see. 让我看看。
·It′s all right now, you may try it.
现在好了您可以试一下。
·Is there anything to be repaired?
有什么要修的吗？
·The water tap drips all night long. I can hardly get any sleep.
水龙头的水滴了一整晚，令我无法入睡。
·I am sorry ,madam, some parts need to be replaced. I′ll be back soon.
对不起，太太，有些零件要更换了，我这就回来。
·If you need anything else, please let us know.
如果您再需要别的请告诉我们。
·Is there are anything else I can do for you?
还有其它事能为您做吗？
·Anything else I can get for you?
您还要我帮您拿什么东西吗？
Room Service客房送餐
·Would you bring me some breakfast please?
你可以送我些早餐吗？
·Certainly, sir/madam, I′ll call the Room Service for you.
可以的，先生/女士，我帮您致电送餐部。
·Good morning, Ms Brown, my name is Zhang. Here′s the continental breakfast you ordered.
早上好，Brown女士，我叫张XX，这是您的欧陆式早餐。
·Good, put it on the table, please.
好，请放在桌子上。
·Shall I pour you some coffee now?
我现在帮您斟咖啡吗？
·You are welcome./My pleasure.
不用谢
·Would you like to have something else besides the continental breakfast?
除了欧陆式早餐，您还要点别的吗？
Damage Hotel Property损害酒店物品、财产
·You have broken the glass…Have you hurt yourself?
您打破了杯子，有伤着吗？
·According to our hotel regulations, anyone who breaks the glass will have to pay for it.
根据酒店的规定，打破杯子是要赔钱的。
·The people next door are very noisy.
隔壁的人很噪。
·I am sorry (about it)to hear it.
对此我很抱歉
·I will take care of it personally.
我会去亲自处理
Handling Trouble处理麻烦事
·I am running out of ice cubs, can you get me some one?
我的冰粒快用完了，可以给我一些吗？
·Certainly , ma′am, anything else I can get for you?
好的，女士，还需要别的东西吗？
·Can you turn the air-conditioning off?
可以把空调关一下吗？
·The air-conditioning is already off.
空调已经是关的了。
·May be I′m getting a cold.
可能我要感冒了。
·Would you like to have a extra quilt?
你需要加一张棉被吗？
·Can you get me some hot water too, I think I′d need to take some medicine.
可以给我些热水吗？我想我需要吃些药。
·Certainly, ma′am, I will be back.
好的，我这就拿来。
·Here′s your quilt and hot water please, anything else?
这是您要的棉被和开水，还有别的需要吗？
Laundry service 洗衣服务
·I′d like to know about your laundry service hours.
我想知道你们洗衣服务的时间。
·If your laundry is received before am, we will deliver it to your room by pm
the same day.
如果您的洗衣在 点前送来，我们会在当天 点前送回您的房间。
·If we received your laundry after 5:00pm, we will get it back to you by noon the next day.
如果您的洗衣在下午5点后送来，我们会在第二天中午前送回。
·What′s your rate? 你们如何收费呢？
·The laundry price is in the laundry holder in your wardrobe.
洗衣（收费）单在您衣柜里的洗衣挂袋里。
·Would you please send someone to Room 604 to pick up some laundry for me?
你可以派人来604房帮我收洗衣吗？
·Certainly, sir, the room maid will be there in a few minutes.
好的，服务员几分钟内就来。
·I have some shirts to be washed.
我有些衬衣要洗。
·When do you need them, sir?
您什么时候要回衣服呢？
·Not straight away. 不用马上
·Could you fill out the laundry form, please?
你可以填一下洗衣单吗？
·No starch, I understand ,sir.
不上浆，我明白了。
·I am sorry, ma′am, we can not launder embroidered items.
对不起，女士。我们不能洗绣花的衣服。
·We can not take responsible for the damage.
如有任何损坏我们不能负责。
·I am sorry, ma′am , but we do not have the special equipment necessary.
对不起，我们没有所需的特种设备。
·I am very sorry we could not help you, ma′am.
对不起，帮不到你。
·Do you have a mending service for clothes?
你们有缝补服务吗？
·We can mend the seam, but not a hole.
我们可以缝补，但不能补洞。
·We will do our best to remove the stain, but we can mot guarantee the result.
我们会尽力去掉污迹，但不能保证效果。
·I am not sure, sir, but I will check with the laundry and let you know.
我不敢肯定，先生，但我会去问一下洗衣房然后告诉您。
·Could you buy a replacement here and give us the receipt?
您能在这里买回一件，然后把收据交给我们吗？
·We will refund cost of the laundry and the new sweater.
我们会赔偿您的洗衣费和买新衣服（毛衣）的价钱。
·Could you buy a replacement in your home country and send us the receipt?
您能回国后再买一件，然后把收据寄给我们吗？
·We will send you a bank draft the amount.
我们会按全额寄给您一张汇票。
·Could you fill out this form with your name and forwarding addressing?
您能否填写这表及您将要去的地方的地址吗？
·The maid delivered some laundry to my room, but it′s not mine.
服务员把衣服送来我房间，但不是我的。
·I am sorry, sir ,what′s your room number, please?…I will send someone immediately.
对不起，先生。您的房间号码是？我马上派人来。
·I′ve brought your laundry, is this yours, sir?
我送来了洗衣是您的吗？
·May I have the misbelieved item sir?
我可以把送错的洗衣取走吗？
·Thank you, we are very sorry of the inconvenience.
谢谢，我们对不便之处深感抱歉。
·I am afraid it’s too late for today’s laundry.
现在恐怕已过了今天的洗衣时间。
·The laundry forms and bags are in the top right-hand desk drawer.
洗衣袋和洗衣单在写字台的右边第一个抽屉里。
·Pleas fill in the laundry form.
请填写洗衣单。
·We will deliver it to your room by tomorrow noon.
我们会在明天中午前送到您房间。
·We have a two hour express service.
我们有两个小时的快洗服务。
·There is an extra charge of 50％ four express service.
快洗服务需加收50％的附加费。
·We can deliver it within 4 hours at a 50％ extra charge.
我们可以在四小时内送回，但要增收50％的费用。
·There is a small problem with your laundry.
您要送洗的衣物有点小问题。
·The items in your bag don’t match up with the items on the laundry list.
洗衣袋里的衣物和洗衣单上登记不符。
·There should be three T-shirt in your bag, but there are only two.
您的洗衣袋里应该有三件T恤，但是这里只有两件。
·We will bring it up to you as soon as we find it.
一旦找到了您的衣物，我们会尽快送还给您。
·We will take it back and clean it again.
我们会重新再洗一次。
The Maintenance Department工程维修
·There is a terrible smell in my bathroom.
我的卫生间里有一股特别难闻的气味。
·My toilet is clogged/blocked up.
我的抽水马桶堵住了。
·My toilet overflowed.
我的抽水马桶往外溢水。
·My sink/ceiling is leaking.
我的浴盆/天花板漏水。
·One of my drawers is stuck. I can’t get it open.
我的抽屉卡住了，打不开。
·My curtains are stuck. I can’t open/close them.
我的窗帘卡住了，打不开/拉不上。
·I will ask the Maintenance Department to look into it at once.
我马上叫工程部派人来检查。
·I will have someone fix them for you right away.
我马上派人给您修理。
·It takes time to repair. I am afraid you have to change to another room.
修理需要时间，恐怕您得换个房间了。
·We have arranged a room on the 5th Floor for you, a bellboy will help you with your luggage.
我在5楼给您安排了另一个房间，行李员会帮您拿行李过去。
Baby-sitting service托婴服务
·My husband and I want to go out this evening. Can you look after the baby for us?
我和我丈夫今晚要出去，你能帮我照看一下我们的小孩吗？
·I am afraid I can’t do that, it’s against our hotel’s regulations.
恐怕不行，这是违反我们酒店规定的
·The attendants are not allowed to look after children while they’re on duty.
服务员是不允许在值班的时候照看小孩的。
·May I suggest you the baby-sitting service of our department?
我可以向您推荐我们酒店的托婴服务吗？
·There are some experienced babysitters in the Baby-sitting Center.
托儿中心有一些经验丰富的保姆。
·The baby-sitting service charges is 80 Yuan per hour, with a minimum of 4 hours.
托儿服务每小时收费80元，最低从4小时开始计算。
·The Baby –sitting Center is run by the Housekeeping Department. Please dial telephone number“6”,and they will tell you the terms and send up a confirmation form.
托儿中心是由客房服务部管理的。请拨电话号码“6”，他们会告诉您有关资料，并且派人送来确认单。
Other Useful Vocabulary其它日常用语
·How are you today, sir?
你今天好吗？先生。
·How may I help you?
我可以帮你忙吗？
·My name is…, call me anytime.
我的名字是XX，请随时找我。
·I′m very glad to be of service.
我十分乐意为您效劳。
·Sorry to have kept you waiting.
令您等候真抱歉。
·May I take up a few moments of your time?
我可以占用你一会儿时间吗？
·I′m sorry ,I don’t understand.
对不起，我不明白。
·Please come this way sir/madam.
先生/夫人，请这儿走。
·I’m sorry, sir/madam. I’ll look into the mater at once.
我很抱歉，先生/夫人，我马上去查清情况。
·I am terribly sorry. There could have been some mistake, I do apologize.
我非常抱歉，可能出了差错，确实很对不起。
·I am sorry to hear that.
听到这事很遗憾。
·I will take care of it personally.
我会亲自去解决这件事。
·Anything else？
还有其它事吗？
·You are welcome.
请别客气。
·I hope you enjoyed your stay with us.
希望你在我们这里过得愉快。
·Podium Floor
群楼
·May I come in?
可以进来吗？
·I am sorry to disturb you, sir.
先生，对不起，打扰您了。
·I bay your pardon. I don’t understand.
请原谅，我不明白。
·I will be back right away.
我马上回来。
·It doesn’t matter.
没关系。
·Don’t worry. Put out a “Do Not Disturb” sign, and I see it, I won’t knock again.
没关系，请将“请勿打扰”的牌子挂在门上，我就不敲门了。
·We’ll check into it.
我们去查阅一下。
·Nice to see you again.
很高兴再次见到您。
·Just a moment, please.
请稍等片刻。
Dialogue对话1
A：Hello，Madam. Welcome to (Novotel Baiyun airport Guangzhou). I am glad to see you again. How is your day?
服务员：夫人您好，欢迎光临诺富特白云机场大酒店，很高兴再次见到您。您今天过得好吗？
G：Fine, thank you.
客人：很好，谢谢。
A: I hope you have a pleasant stay with us again.
服务员：希望您在本酒店再次入住愉快。
G: Thanks, me too!
客人：谢谢，我也希望如此。
Dialogue对话2
The guest is leaving the hotel.客人要离店了。
A: Hello Mrs. Smith. I understand you are returning home. Thank you for staying with us.
服务员： 你好，史密斯太太。我知道您要回家了。感谢您入住我们的酒店。
G: Thank you. I have had a pleasant trip.
客人：谢谢。我的旅途很愉快。
A: I am glad to hear that you have had a good time. We look forward to seeing you again.
服务员:很高兴你过得愉快。我们期待再次见到您。
Dialogue对话3
G：I wanted to let you know that there is some water on the floor over there.
客人：我想告诉你那边的地板上有水。
A: Thank you for bringing this to my attention. I will take care of it right away. We really appreciate your assistance.
服务员：谢谢您告诉我们此事。我会马上解决。非常感谢您的帮助。
G: You are welcome.
客人：不用谢。
Dialogue对话4
A: Good afternoon Sir. How may I help you?
客房服务员：早上好先生我能为您提供什么帮助吗？
G: Yes, I am looking for my friend Mr. Stevens. Has he checked in yet?
客人：我正在找我的朋友史蒂文先生。他办理入住手续了吗？
A: I am not sure but the front desk will be able to assist you.
服务员：我不太确定，但是前台会协助您。
G: Thanks.
客人：谢谢。
A: You’re welcome.
服务员：不客气。
Dialogue对话5
R: Housekeeping. May I come in?
服务员：客房部。可以进来吗？
G: Come in, please.
客人：请进。
R: Good evening, ma’am. May I do your room now?
服务员：晚上好，女士。请问现在可以帮您搞卫生吗？
G: Sure. Could you tidy up the bathroom first? I’ve just taken a bath, and it’s quite a mess.
客人：好的。你可以先清洁卫生间吗？我刚刚洗了个澡，里面有点乱。
R: Certainly, ma’am.
服务员：当然可以，女士。
R: Is there anything else I can do for you, ma’am?
服务员：小姐请问还有什么需要帮忙的吗？
G: Oh yes, where can I borrow a hair-dryer?
客人：对了，我需要借一个吹风机。
R: I will send one up right away.
服务员：我马上派人拿给你。
G: Thank you, you’ve been very helpful.
客人：谢谢你的帮助。
R: You’re welcome. Good night, ma’am. Have nice dream.
服务员：不用客气。晚安，小姐。做个好梦。
Dialogue对话6
G: I have a bad stomachache; maybe I had too much seafood.
客人：我现在有些胃痛，可能是我吃了一些海鲜。
R: Shall I call a doctor for you?
服务员：我马上帮你通知医生好吗？
G: Yes, please do and make it quick!
客人：好的，请快点！
R: Right away, sir. May I have your room number, please?
服务员：先生，马上就到。请问您的房号是多少？
G: Room501.
客：501房。
R: I see, sir. Before the doctor’s arrival, is there anything else I can do for you?
服务员：我知道了，先生。在医生到达之前请问还有什么需要帮您的吗？
G: No, thanks.
客：不用了，谢谢。
Dialogue对话7
R: Housekeeping. May I collect your laundry?
服务员：客房部。请问您有洗衣要收吗？
G: Yes, it’s in the laundry bag.
客：是的，在洗衣袋里。
R: Thank you, ma’am. Is the laundry form in the bag?
服务员：谢谢你，小姐。请问洗衣单在里面吗？
G: Yes. By the way, how long does it take for dry-cleaning?
客：是的。顺便问一下，干洗什么时候能送回？
R: It usually takes two days.
服务员：通常是两天。
G: Oh, dear. We’re leaving tomorrow.
客：哦，我明天就要离开了。
R: If you are in a hurry, we have a two-hour quick service with an extra charge of 50％.
服务员：如果您着急的话，我们有两个小时的快洗服务，不过要加收50％的附加费。
G: Well， if that’s the case…
客：太好了，
前厅用语
1、Have you a reservation?
您预定过了吗？
2、May I know your name and room number?
您能告诉我您的名字与房间号吗？
3、Here is your room key.
给您房间钥匙。
4、Please pay at the cashier's desk over there.
请去那边帐台付款。
5、Are these your baggage?
这些是您的行李吗？
May I take them for you?
我来帮您拿好吗？
6、Housekeeping, may I come in?
客房服务员，我可以进来吗？
7、Leave your laundry in the laundry bag behind the bathroom door.
请把要洗的东西放在浴室门后的洗衣袋中。
8、I hope I'm not disturbing you.
我希望没有打扰您。
9、One moment, madam. I'll bring them to you right away.
等一会儿，夫人。我马上送来。
10、I'll send for an electrician( doctor...)
我给您请电工（大夫……）。
餐饮部：
11、Sit down, please. Here is the menu.
请坐，给您菜单，先生。
May I take your order, sir?
您要点菜吗？
12、What would you like to have, coffee or tea?
您要喝咖啡还是茶？
13、Would you like to have any wine with you dinner?
您用餐时要喝点酒吗？
14、Service hours are: 7:00a.m.to 9:00a.m.for breakfast. 11:30a.m.to1: 30p.m.for lunch. 6:30p.m.to 8:30p.m.for dinner.
（餐厅）供应时间是：早餐7点到9点。午餐11点半到1点半。晚餐6点半到8点半。
15、Here is the bill. Please sign it.
这是您的账单，请签字。
预订酒店英语
（开房必备）
Dialogue A
a:Good morning.Hilton Hotel. May I help you?
b:Good morning.Have you got any vacancies for the nights of 12th and 13th.I'd like to make a reservation for the two nights
a:All right .Single or double-room?
b:Double-room please.
a:Yes.we have a double -room available.
b:Is that with or without bath?
a:It's a room with shower and toilet ,sir.
b:That sounds fine. Is there an air conditioner?
a:Yes,but of course.
b:How much will it be for one night?
a:Let me see.A double-room $800 per night.
b:Does that include breakfast?
a:Yes.that includes a continental breakfast and a morning newspaper.
b:Do you accept VISA?
a:Yes, we do, what time will yo be arriving?
b:I should be there aroud 5:30 p.m on the 12th.
a:Ok, sir ,Could I take your name and contact number, please?
b:Yes,It's John Smith.It's New York 456-122
a:Could you spell that, please?
b:J-o-h-s-m-i-t-h.
a:John Smith. double-room with bath and air conditioner for the nights of 12th and 13th.
b:That's right.Thank you.
a:Thank you sir. Good-bye.
Hotel英语词汇大全
information desk 问讯处
reception office 接待室
hotel register 旅客登记簿
registration form 登记表
newsstand 售报处
postal service 邮局服务处
shop 小卖部
bar 酒吧间
lounge 休息厅billiard-room 球房 dining-room, dining hall 餐厅 men's room 男盥洗室
ladies' room 女盥洗室 cloak-room 存衣处 basement 地下室
cellar 地窖
broom closet 杂物室
room number 房间号码 room key 房间钥匙
suite 一套房间
single room 单人房间
double room 双人房间 sitting-room, living-room 起居室
sofa, settee 长沙发
easy chair 安乐椅
armchair 扶手椅
wicker chair 藤椅 folding chair 叠椅
swivel chair 转椅
rocking chair 摇椅
rent 租金
roof garden 屋顶花园
stool 凳子
bench 条凳
tea table 茶几
desk 书桌
bookcase 书橱
bookshelf 书架
wardrobe 衣柜
built-in wardrobe, closet 壁橱
chest of drawers 五斗橱
screen 屏风
hat rack 帽架
rug 小地毯
carpet 大地毯
single bed 单人床
double bed 双人床
twin beds 成对床
mattress 褥子
quilt 被子
blanket 毯子
sheet 床单
bedspread 床罩
cotton terry blanket 毛巾被
pillow 枕头
pillow case 枕套
mat 席子
cushion 垫子
bathroom 浴室
bath tub 浴盆
shower bath, shower 淋浴
cold and hot water taps 冷热自来水龙头
sprinkle-nozzle, (shower) nozzle 喷头
dressing table 梳妆台
mirror 镜子
washbasin 洗脸盆
towel 毛巾
toilet, lavatory, washroom 卫生间
water closet, W.C. 厕所；抽水马桶
toilet roll, toilet paper 卫生纸
bath towel 浴巾
bathrobe 浴衣 towel rail, towel rack 毛巾架
sponge 海绵
waste-paper basket 废纸篓
thermometer 温度计
balcony 阳台
sash window 上下开关窗
shutters 百叶窗
transom, transom window 气窗
curtain 窗帘
lace curtain 挑花窗帘
windowsill 窗台
air-conditioned 有空调设备的
radiator 暖气片
central heating 暖气
ashtray 烟灰碟
smoking set 烟具
electric fan 电扇
chandelier, pendant lamp 吊灯
fluorescent lamp 日光灯
desk lamp 台灯
bedside lamp 床头灯
floor lamp 落地灯
wall lamp 壁灯
lampshade 灯罩
bulb holder 灯头
bulb 灯泡
screw-type bulb 罗口灯泡
bayonet-type bulb 卡口灯泡
frosted bulb 磨砂灯泡
opal bulb, opaque bulb 乳白灯泡
switch 开关
socket 插座
plug 插头
telephone 电话
electric iron 电熨斗
peg, hook 衣钩
clothes-hanger 衣架
door-mat 门前的擦鞋棕垫
manager 经理
attendant 服务员
desk clerk 值班服务员
waiter （餐厅）服务员
waitress （餐厅）女服务员
bill 账单
餐厅点餐英语用语
点菜就餐的次序：找桌子 看菜单 点菜 付钱 离开
Have you got a table for two, please?
请问您有两个人的桌子吗？
Have you booked a table?
您预定餐桌了吗？
Have you made a reservation?
您预定了吗？
smoking or non-smoking?
吸烟区还是非吸烟区？
Would you like something to drink?
您想喝什么？
Would you like to see the menu?
您需要看菜单吗？
Language Notes三言两语
点菜就餐的典型次序是：找一张桌子坐下－看菜单－点菜－付钱－离开。英语语言的表达基本上也是依照次顺序。“订餐”在英文中有两种说法，即to book a table和make a reservation．在英国以及在其它很多国家，餐厅一般划分为吸烟区和非吸烟区。一进餐厅，服务员会主动征询客人的意见，然后引领客人前往所选择的区域就餐。
打搅一下，我能看看菜单吗？
expression表达
Excuse me, could I see the menu, please?
打搅一下，我能看看菜单吗？
Are you ready to order?
您现在可以点餐吗？
first course/stasrters
第一道菜／开胃菜
maincourse 主菜 dessert 甜食
Could I have the bill, please?
请拿账单来，好吗？
How would you like to pay?
请问您怎样付款？
在西餐厅就餐，菜单一般由三类不同的菜别组成。the first course或者starters是指第一道菜，往往是汤、一小碟色拉或其它小吃。第二道菜是主菜，fish and chips是鱼和炸土豆条，它同“roast beef and york shir pudding——牛肉布丁”、“shepherd spie——牧羊人的馅饼”一样，都是典型的英国传统菜肴。最后一道是甜食——或冷或热，但都是甜的。西方饮食习惯是先吃咸的，后吃甜的。西餐菜单名目繁多，有时不易读懂。遇到这种情况，可以请服务员解释一下。
餐厅里的对话
Conversation In A Restaurant
Hugh is ordering a meal in a restaurant
a few moments later
