Hospitality English 酒店商务英语 讲师：莫利民 工商与公共管理学院

Showing Room 客房迎宾服务 Learning Objectives Learn how to offer special bell service for guests; 学会如何提供客人专项应接服务； Learn how to receive guests in front of the lobby door.学会如何接待客人入住酒店。

Dialogue 1 Receiving the Guests 接待客人 J=Jane (Housemaid) 　　S=Stephen Nobel (Guest) J: Good afternoon, sir and madam. Welcome to the Sixth Floor. I’m the floor Greeter. Did you have a pleasant trip? S: Yes, thanks. Where is Room 6503, please? J: It’s along here. Would you please step this way, Mr. and Mrs. Nobel? S: OK. But how do you know our names? J: It was on the arrival list for Room 6503. Here we are. This is your room. May I have your key, please? Let me open the door for you. S: Oh, the room is so spacious! We like it very much. J: The room is facing the south. You can have a good view of the garden. S: Very well. When will our suitcases arrive? J: They will be here quite soon. The bellman is handling them. Please wait a moment. S: Very well. (Looking around the room) J: How do you like the room? S: Oh, it looks comfortable and cozy. We like it very much. J: (Drawing the curtains aside) The room is facing the south and commands a good view of the Huangpu River. S: Yes. How great!

Dialogue 2 Introducing the Room Facilities 　　　　　　　　　　　　　　 　 介绍房间设施 J=Jack (Bellboy) 　　S=Stephen Nobel (Guest) The bellboy shows the guest into his room. J: This way, please. ... J: This is your room. Here is your key. S: It is a lovely room. J: Where can I leave your luggage? S: Just here. Thank you. J: (Pointing to bedside control) And over here, sir, are the switches for the bedside lamp. This is the volume control for the radio, and this is channel selector. S: What about the TV? J: Over here, sir. This is the remote control. There are eight channels including two English programs. Here is a program guide. S: I see. J: And over here, sir, is the balcony. S: Oh! It looks a good view. J: And behind me is the bathroom. S: Fine. By the way, is your water safe? J: There is distilled water in the mini-bar over there. And here is our service guide. S: Thank you very much.

Dialogue 3 Introducing the Room Facilities and Services 介绍客房的设施和服务 J=Jane (Housemaid) 　　S=Stephen Nobel (Guest) J： Mr. Nobel, once you enter the room, you must insert the key card into the holder here. The electricity only works when the key card is inserted. S：I see. J： To use the water boiler, you need to hit the“On”switch. It will heat your water within a few minutes. S：Will it keep the water warm if I leave it on? J： Yes, it will. If you would like to admire the beautiful view, you can draw the curtains by pulling this cord. S：Oh, what a wonderful view!

(注：★表示客户用语) 1. Thanks 表示感谢 ★　　 Thanks. 谢谢。 ★ 　　Thank you very much. 太感谢你了。 ★ 　　Thank you all the same. 还是谢谢你。 ★ 　　Thanks anyway. 还是谢谢你。 ★　　 Thanks a million. 万分感谢。 ★　　 I can’t thank you enough. 我表示万分感谢。 ★　　 I am very grateful. 太感谢了。

(注：★表示客户用语) 2. Responding 应答 　　You’re welcome. 不用客气。 　　That’s all right. 不用谢。 　　It’s my pleasure. 很乐意为您效劳。 　　Not at all. 不用谢。 　　Don’t mention it. 不客气。 3. Blessings 祝愿/祝福 　　Wish you have a good night! 祝您入住愉快! 　　Have a pleasant stay at our hotel, sir. 先生，愿 您在我们酒店期间一切顺心。 　　Have a nice day! 祝您今天一切都好！ 　　Have a pleasant evening. 愿您拥有一个愉快的 晚上。 　　Have a good weekend! 周末愉快！ 　　Have a good day. 祝您今天一切都好！ 　　Enjoy your stay/day. 愿您在这儿/今天玩得开 心。

客房迎宾英语学习注意事项 1. 不要太顾及文法，针对情况应对作答

2. 用心听客人说话,不懂时可以再问一次

3. 不要使用和朋友交谈式的英语

4. 不要使用俚语 5. 不要说“I don’t know.”

6. 眼睛也会说话

7. 注意对客人的称呼

Exercise 1 Dialogue Completion Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jack (Bellman)　　 S=Stephen Nobel (Guest) You have two suitcases and one bag J: Good morning, sir. Welcome to our hotel. I’ll show you to your room. __________________________.（您有两个手提箱和一个背包。）Is that all right? S: Yes, that’s right. J: ___________________________________________?（背包里有没有值钱的或者易碎的物品呢?） S: Yes. There is a bottle of whiskey. J: Could you carry this bag, sir? ________________________________.（我担心里面的物品会被我打碎。） S: Sure, no problem. J: Thank you. This way, sir. ... Is there anything valuable or breakable in your bag I’m afraid the contents might break

J: This is your room. ______________________? （先生，能把您的钥匙给我吗？）After you, sir. May I put your begs here? S: Sure. Just put them anywhere. J: This room faces south. ________________________？（您对这儿满意吗？） S: Yes, it’s nice. J: Thank you. By the way, you probably know you can’t drink the tap water. _______________________ ___________________________.（您必须喝开水，或者购买瓶装水。） S: Thanks for telling me. J: If there is anything we can do for you, please let us know. The extension for the front desk is “6”. S: OK. Thanks. May I have your key, sir Are you satisfied with it, sir You must drink boiled water, or you can buy bottled water

行李员杰克正在帮一位女顾客搬运行李，陪着她把行李拿到房间，并向她介绍客房内的设施。请你和你的同学准备该对话，并在班上表演。 Exercise 2 Role-play 　　行李员杰克正在帮一位女顾客搬运行李，陪着她把行李拿到房间，并向她介绍客房内的设施。请你和你的同学准备该对话，并在班上表演。 J=Jane (Bellboy) 　M= Mary Smith (Guest) J: Excuse me, madam. I’m the bellman. Do you need any help? M: Yes. Can you show me where to deposit my valuable? J: Sure. This way, please. The cashier desk is just over there. (The cashier is helping the guest with the deposit of valuable.) Please keep the receipt. Now shall I escort you to your room with your baggage? M: Yes, please. J: Your room is on the fifth floor, isn’t it? M: Yes, that’s right. J: This way to the elevator, please. Let me take your suitcase. M: Good. It is facing a beautiful garden. J: Can I put the suitcase here, madam? M: Thank you. May I ask where the dining hall is? J: We have two dining halls on the third floor and the ninth floor respectively. The former serves Chinese food, and the latter western-styled cooking. M: Good. Pretty convenient. Thank you for the info. J: You are welcome, sir. I hope you’ll enjoy your stay here.