年后即将迎来入职高峰期，如何让新来的小伙伴快速上手也是酒店各部门培训员的重要任务，今日分享酒店前台需要掌握的英语词汇。
 
词汇 Vocabulary
 

前台	Reception/Front Desk
预订处	Reservation
经理	Manager
主管	Director
大堂副理	Assistant Manager
宾客关系主任GRO	Guest Relation Officer
总台接待员	Receptionist
话务员/接线员	Operator
行李员	Bellboy
服务员	Waiter/ Waitress
楼层服务员	Chambermaid/ Floor Attendant
大堂	Lobby
卫生间	base Room / Washroom /Restroom
表格	Form
登记	Registration /Register /Check-In
接待	Receive
登记单	Registration Form
性别	Gender
到达日期	Date of Arrival / Arrival Date
离店日期	Date of Departure / Departure Date
公司名称	Company Name
职业	Occupation
有效期限	Date of Validity
入境口岸	Entry Port
拟住天数	Length of Stay
加床	Extra Bed / Rollaway Bed
延长退房/继住	Extension of Stay
换房	Room Change/ Change Room
预订单	Reservation Record
预订记录	Reservation Record
等候名单	Waiting List
到达/到客名单	Arrival List
抵店时间/日期	Arrival Time / Date
离店时间/日期	Departure Time/ Date
预计抵达时间/E.T.A	Estimated Time of Arrival
预计离达时间/E.T.D	Estimated Time of Departure
欢迎卡	Welcome Card
住房率/出租率	Occupancy Rate
超额预订	Overbook
每日客情预报表	Rooms Forecast Daily Report
客史档案	Guest History
金卡会员	Gold Club Member
用正楷书写	In Block Letters / In Print / In Capital Letters
出生日期	Date of Birth
详细家庭地址	Full Home Address
入境签证号	Entry Permit Number
旺季	High Season
淡季	Low Season
空房/VAC	Vacant Room
待修房/OOO	Out of Order
住客房/OCC	Occupied Room
酒店自用房/HU	Hotel Use
重锁房/DL	Double Locked
脏房/走客房 VD	Vacant Dirty
请勿打扰/DND	Do Not Disturb
贵宾/VIP	Very Important Person
外宿/OOT	Out of Town
入住/C /I	Check in
退房/C /O	Check Out
有预未订入住	No-Show
散客	Walk In Guest
团体预订	Group Reservation
等候排房名单	Waiting List
接机服务	Pick-Up Service / Limousine Service
行李	Baggage / Luggage
行李寄存	Leave/ Deposit/ Store /Check Baggage
雨伞	Umbrella
叫早服务	Morning Call
贵重物品	Valuables
易碎物品	Fragile Objects
手提箱/衣箱	Suitcase
身份证	I.D Card / Identity Card
护照	Passport
签证	Visa
入境签证	Entry Visa
出入境管理	Entry and Exit Control
团体签证	Group Visa
回乡证	Return Home Card
台胞证	Taiwan Compatriots Card
居留证	Residence Permit
国籍	Nationality
填写	Fill in
签名	Signature
全称	Full Name
姓	Surname
名	First Name
曾用名	Former Name
闭路电视	Closed Circuit Television
卫星电视	Satellite Television
音响/高保真	Hi-Fi - High Fidelity
旅行社	Travel Service / Travel Agency
导游	Tour Guide
海外领队	Overseas Escort
旅行团（队）领队	Tour Director/ Leader
团队分房名单	Rooming List
外国零散客人F.IT.	Foreign Independent Traveler
长住客人	Long Stay Guest
常客	Regular Guest / Familiar Guest / Frequent Guest
回头客	Repeat Guest
旅行团	Tour Group
口讯	Message
投诉	Complaint / Complain
处理投诉	Handle / Settle Complaint
道歉	Apology / Apologize
标准价/原价/门市价/	散客价 Rack Rate
团队价	Group Rate
优惠价	Commercial Rate
合同价	Contract Rate
折扣价	Discount Rate
取消	Cancellation / Cancel
确认	Confirmation / Confirm
确认预订	Confirmed Reservation / Booking
保证预订	Guaranteed Booking
更改	Change
延长	Extension /Extent / Prolong
延迟	Delay
票券	Voucher / Ticket / Coupon
自助早餐（券）	Buffet Breakfast(Voucher)
自助晚餐（券）	Buffet Dinner(Voucher)
中式点心	Chinese Refreshment
套房	Suite
标准房	Standard Room
单人房	Single Room / Single
双人房	Double Room / Double
带淋浴的双人房	Twin Beds with Shower
商务套房	Business Suite
豪华套房	Deluxe Suite
总统套房	Presidential Suite
客房设施	Room Facilities
单人床	Twin-Size Bed
双人床	Double-Size Bed
大号双人床	Queen-Size Bed
特大号双人床	King-Size Bed
加床	Extra Bed / Rollaway Bed / Foldaway Bed
空调	Air-Conditioner
中央空调系统	Central Air Conditioning System
温度调节器	Temperature Adjuster
宽敞	Spacious
舒适	Comfortable / Cozy
保险箱	Safe Box
小酒吧/小冰箱	Mini-Bar
洗衣服务	Laundry Service
快洗	Express Laundry Service
普通洗	Ordinary/ Normal Laundry Service
传真机	Fax Machine / Facsimile Machine
彩色打印机	Color Printer
激光打印机	Laser Printer
电脑	Computer
扫描仪	Scanner
录相机	Video Recorder
投影仪	Overhead Projector
幻灯机	Slide Projector
碎纸机	Paper Scraper
传真首页	Cover Sheet
圆珠笔	Ballpoint Pen
日历	Calendar
白板笔	Marker
笔记本	Notebook
信纸	Writing Paper
信封	Envelope
邮票	Stamp
邮政编码	Zip Code
报纸	Newspaper
杂志	Magazine
快递服务	Express Mail Service
文件夹（夹子）	Clip
文件夹（合页）	Folder
文件夹（垫板/写字板）	Clipboard / Arch board
扣钉文件夹	Fastener Binder
文件袋	File / File Bag / Clear Bag
尺子	Ruler
小刀	Knife
剪刀	Scissors
橡皮擦	Eraser
回形针	Paper Clips
大头针	Pin
胶水	Glue
印台	Stamp Pad
打孔器	Punch / Paper Punch
计算器	Calculator
电脑	Computer
显示器	Video Monitor
键盘	Key Board
鼠标	Mouse
电话机	Telephone Set
电话号码	Telephone Number
外线电话	Outside Call
内线电话	House Call
分机	Extension
电话号码薄/电话索引	Telephone Directory
国内长途直拔电话DDD	Domestic Direct Dialing
国际长途直拔电话IDD	International Direct Dialing
打长途电话	Make A Long Distance Call
市内/本地电话	Local Call
IP电话	I.P. Call
国际长途电话	International Call
转接电话	Transfer Call
紧急电话/加急电话	Urgent Call
无人接听	No Answer
国家/地区代码	Country Code / Region Code
地区代码	Area Code
电话号簿	Telephone Directory
电话黄页	Yellow Pages
占线	Engaged/Busy
服务费	Service Charge
八折	Twenty Percent Discount
手机/移动电话	Mobile
充电器	Charger
沙发	Sofa
椅子	Chair
商务洽谈室	Business Meeting Room
书架	Bookshelf
委托代办服务	Miscellaneous Service For The Guest
代印名片	Namecard-Printing Service
地图	Map
烟灰缸	Ashtray
垃圾筒	Trash Bin / Waste Basket
插座	Socket
插头	Plug/Adapter
鲜花店	Flower Shop
鲜花	Fresh Flower
花蓝	Floral Basket/A Basket Of Flowers
盆景	Miniature
航班号码	Flight Number
时刻表	Timetable
不定期机票	Open Ticket
直达航班	Direct Flight
包机	Charter Flight
正常/定期航班	Regular Flight
免费托运行李重量	Free Baggage Allowance
头等舱	First Class
商务舱	Business Class
经济舱	Economy Class
单程机票	Single Ticket/One Way Ticket
双程机票	Return Ticket/Round Trip Ticket
确认/再确认	Confirm/Reconfirm
旅程/行程	Journey/Trip
纪念品	Souvenir
手推车	Trolley/Cart
走廊	Corridor/Passage/Passageway
邮件	Mail
分发	Delivery/Distribute
包裹	Parcel/Package
方便/便利	Convenience/Convenient
不便/麻烦	Inconvenience/Inconvenient
通知	Inform
提醒	Remind
赠偿	Compensation/Indemnity
损坏/损毁	Damage

 
语句 Sentence
 
01
预订 reservations
1、Good evening, XX Hotel, Reception, how may I help you? / What can Ido for you?
晚上好，XX酒店，总台，需要帮忙吗？
 
2、What kind of room would you like to book?
您要什么样的房间呢？
 
3、We have single rooms ,double rooms, business, deluxe suites and a presidential suite.
我们有单人房、双人房、商务套房、豪华套房和总统套房。
 
4、What kind of room do you want? And for when?
您想订什么房间？什么时候要？
 
5、Forwhat dates, please?
什么日期的？
 
6、Wait a moment, please. Let me check the recent reservations.
请稍等一下，让我查一下最近的订房情况。
 
7、Just amoment, please. Let me check and see if there is a room available?
请稍等，我查一下是否有空房？
 
8、Yes, we do have a single room for tomorrow.
我们明天有单人房。
 
9、I′m sorry, but we′refully booked for single rooms. Would you like to have a double room?
很抱歉，单人房全部预订出去了。双人房可以吗？
 
10、I′m sorry, but the hotel is full on that date.
很抱歉，但那天，酒店客满。
   
11、It′s…yuan per room per night, with breakfast.
一个晚上是...元，包含早餐。
 
12、We offer…percent discount for a group reservation, sir.
先生，我们对团体预订提供…折优惠。
 
13、This is the best price we can offer,because the company doesn’t make a contract/anagreement with us.
该公司未跟我店签约，这是我们能提供的最低折扣。
 
14、Ingeneral, we offer the walk-in guest a 20% discount. But the 40% discount can be considered if you want more than ten rooms.
一般散客只打八折，如果您需要十间以上，我们会考虑提供六折优惠。
 
15、Is it too expensive for you? How about you check in now, then I’ll speak to my manager and try to give a better price.
是否标准不够，这样好吗？您先住下来，我马上请示经理，争取给您更优惠的价格。
 
 
 
02
订金/押金 deposit
16、could you ask your company/host unit topay/remit the deposit to us ahead of your arrival, if they will cover your expenses?
如果您的费用由公司/接待单位帮您付，能否请他们预交押金？
 
17、please pay…yuan in advance.
请预付…元。
 
18、please remit us 30% of the total amount and confirm your reservation before you arrive.
请汇款总房价的30%，并在您到达前确认一下订房。
 
19、please pay the deposit over there first.
请您先到那边付一下订金。
 
20、There is not any discount for service charge.
服务费恕不打折。
 
21、Could you give me your name and telephone number, please?/ Could you tell me your friend’s name?
请问您贵姓？电话号码是…？请问您朋友的名字？
 
22、Who is the reservation for, madam?
女士，给哪位预订的？
 
23、How do you spell it, sir?
怎么拼写？
 
24、Could you tell me the flight number,please?
请问航班号是…
 
25、Please tell your friend to check in before six tomorrow evening.
请通知您的朋友在明晚6点前登记住店。
   
26、you can make a room reservation by correspondence, telephone, fax, or email. We’ll reply according to the situation.
您可以写信，或通过电话、传真、电子邮件预订房间，我们会根据情况给予答复。
 
27、For further information, please call the sales department, the tel.is …
详情，请与销售部联络，电话是… …
 
28、We have taken a note /notice of that.Please confirm the specific date by telephone,fax or email the day before youarrive.
我们已为您做好记录，请您在到来的前一天打电话、发传真或电子邮件通知我们确认一下具体时间。
 
29、Thank you for calling, Mr. Smith.Good-bye. We look forward to having you with us soon. Smith
先生，谢谢您的电话。希望早日见到您。
 
 
 
03
登记入住 Work in
30、Do you have any reservations, sir?/Have you made a reservation?
请问您有预订吗？
 
31、Have you got the confirmation of your reservation?
您有订房确认函吗？
 
32、Who made it for you? The…(company name) or some other unit?
请问谁帮您订房的？是…（公司名称）还是其他单位？
 
33、May I have your name？
可以知道一下您的名字吗？
 
34、What kind of rooms would you like?Single or double?
先生，请问您要什么房？单人房还是双人房？
 
35、How long will you be with us?/How long are you going to stay here?
您打算住多久？
 
 
04
介绍房间 About the Rooms
36、We have different types of rooms: singles, doubles and suites. And they vary in rates:…yuan and …yuan for a single room，…
我们有不同种类的房间：单人房、双人房、套房，价格是多种的，单人房：…元、…元，… 
 
37、The facilities in all rooms are the same.
每个房间里的设备都是一样的。
 
38、There is closed circuit television and a hi-fi system in the room.
房间里有闭路电视和音响。
 
39、I think they are equally elegant and comfortable.
我觉得它们都很雅观、舒适。
 
40、Your room is facing the garden / street/…and it is lovely.
您的房间面向庭院/闹市/…，景色很不错的。
   
05
推荐其他房间 Recommendations
41、Sorry,sir. All double rooms are occupied. How about having a suite?
对不起，先生，双人房满了，套间怎么样？
 
42、Sorry,all our rooms fully occupied.
对不起，所有的房间都客满了。
 
43、Sorry,most of the rooms are occupied.Now, we only have some suites. A suite include sitting-room , a bed-room(withtwo beds) and a bathroom. The rate is…yuan.How about taking a suite for tonight?
很抱歉，大部分房间都客满了，现在只有套房。套房包括客厅、卧室（双床）和浴室，房价是……元，先住一个晚上，好吗？
 
44、Would you please take a double room for tonight?
今天晚上您先住一间双人房，好吗？
 
45、Sorry,since most of the rooms are occupied at the moment, we can only give you two rooms on different floors. Will that be all right?
对不起，因为大多数房间都客满了，我们只能给您两间不同楼层的房间，可以吗？
 
46、A guest will check out at 3:00 this afternoon. We can give you that single room if you don’t mind waiting.
一位客人下午3点离店，如果您不介意多等候，我们将为您安排那间单人房。
 
47、Don’t worry,sir. There are some other hotels around here and the nearest one is the …Hotel.
别担心，先生，这里附近还有别的酒店……酒店是最近的一间。
 
48、You may come here again tomorrow morning if you want to make a change.
您要换房的话，明天早上再来办理，好吗？
 
 
06
办理入住 Check-in
49、May I have a look at your passport, sir?Would you show me your passport, please?Have you got any identification, madam?
请出示一下您的护照/证件，好吗？
 
50、Would you please show me your valid identity certificate? Thank you.
请出示一下您的有效身份证明，好吗，谢谢！
 
51、Would you please fill in this form?Would you mind filling in the registration form,madam?
麻烦您填写一下这张表/登记表，好吗？
 
52、Excuseme, what′s your latest entry port and date?
请问，您最近一次的入境口岸和日期是…？
 
53、Excuseme, where is the date of expiration on your passport?
请问，您签证盖章在护照的哪一页？
 
54、please fill in your passport number.
请填上您的护照号码。
   
55、Have you got a group visa, sir? May I make a copy of it?
您有团体签证吗？我复印一份，可以吗？
 
56、Would you sign here, please?
麻烦您在这签一下名。
 
57、How are you going to pay, in cash or by credit card? / How would you like to pay?
请问您打算如何付款，用现金还是信用卡？
 
58、Please pay when you check out.
请您退房时结帐。
 
59、Mr.Smith, your room number is 907, and here is your room key.
Smith先生，您的房间是907，这是钥匙。
 
60、your room is 1006. This is your welcome card. It will be more convenient and enjoyable for you to use it in our hotel.
您的房间号码是1006。这是您的欢迎卡，在酒店使用它会令您更加方便，愉快。
 
61、With the welcome card, the guest can sign the bill in our hotel. The cost will be added to the room account, but it only be accepted with the same signature as that one on the welcome card.
客人可凭欢迎卡在店内签单消费，帐入房费，但须客人本人的签名方才有效。
 
62、Sorry,according to the hotel policy, you have to pay the rent for the extension of your stay.
根据酒店规定，您要付续住房间的房租。
 
63、You have to pay the full charge.
您要付全价的。
 
07
办理退房 Check-out
64、Would you need check-out?
您需要退房吗？
 
65、Your room number is XXX?
您的房间号是XXX?
 
66、Wait a moment, please
您稍等一下。
 
67、How was your feelings about staying our hotel? Could you give us some advices?
您觉得您在店期间对酒店还满意吗？有什么我们需要改进的吗？
 
68、How would you like to pay, in cash or by credit card?
请问您是用现金付款还是用信用卡付款？
 
69、 Do you have something drink or eat mini-bar?
请问您在房间里迷你吧有什么消费吗？
 
70、Please check it and sign here.
请您确认一下账单，在这里签字。
 
71、Do you need invoice?
您需要开发票吗？
 
72、This is your bills .I will put it into the envelop for you.
这是您的账单、刷卡凭条与发票，我帮您放在信封里。
 
73、Do you have some important things left your room. eg passport\airline ticket\wallet and so on.
您房间里还有其他贵重物品遗留吗？如护照、机票、钱夹等。
 
74、We’re looking forward,at your service in the future.Have a good trip!
欢迎您下次光临！

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