预订房间 (Reserving a room)
有可能出现的对话如同以下 (A为房客 / B 为客服人员)
A : Hello, is this the Parkland Residency? 哈啰！请问是xxx饭店吗？
B : Yes, I am Hans. How may I help you? 是的，我是xxx人员，请问有什么需要帮忙的吗？
A: I’d like to book a room for tomorrow. 我要预订明天的房间 (直接说要订饭店房间)
B: What’s your complete name, please? 请问您的全名是什么呢？
A: Rouf Hughes. What is the total cost? 我叫xxx，请问房间价格是多少呢？
B: That would be $120 per night. 一晚是120元
A: No problem. Book the room for one night, please. 好的没问题，那我要预订一晚的房间
B: Sure, may I know your cell phone number? 没问题，请问我可以有你的行动电话吗？
A: 0800 XXXXXX
B: Thank you. How would you like to pay? 谢谢，您想要如何付帐呢？
A: I can pay through credit card. 我想用信用卡
B: I will call you back in about 10 minutes to confirm your booking. 我十分钟后会再打电话跟您确认订单
A: Thank you very much. 非常感谢你
询问有没有空房 (Inquiring about availability)
(A为客服人员 / B 为房客)
A : Parkland Residency, this is Rouf. How may I help you? xxx饭店，我是客服人员ooo，请问有什么需要帮忙的吗？
B : Hi, I’m Windy Dakota. I was wondering if I can get a good suite for the 12th of this month? 哈啰我是xxx，我在想这个月12号有没有空房？
A : Sorry Miss Dakota, we have no vacant suites for that day. 不好意思，在那天我们饭店没有空房。
B : Alright, then what about the 24th? 好吧！那24号有吗？
A: Yes, suites are available for that day, would you like to book one? 有的，我们在那天有空房间，请问你需要订一间吗？
B: I’ll have to call you back, thank you. 如果我需要会再打给你，谢谢。
询问价格 (finding out about rate)
(A为房客 / B 为客服人员)
A : Hello, this is Hans Schefield. What are your rates per day for a room? 哈啰！我是xxx，请问你们一间房间多少钱？
B: Mr. Schefield, we have rooms ranging from $100 to $500 per day. xx先生你好，我们一天房间的价位从100~500都有。
A: What’s the price for family suite with 2 beds? 请问有两张床的家庭式房间是多少钱呢？
B : Deluxe family suites start from $450. May I know for how many people you would need the suite? 是450元，请问你们有多少人呢？
A: We are four. Two adults and two kids. 我们有四个人，两个大人、两个小孩。
B: Great. It would be $500 for the best suite. 好的，那么这间房间是500元
A: Ah! That’s expensive. Let me know if there’s a good room facing the sea. 噢！那有些贵，请问你们有靠海边的好房间吗？
B: Yes, we have a fine sea-view suite for you. It is $350. 是的我们有良好海景的房间，是350元
A: Now that sounds nice! 听起来不错！
B: Will you be booking it, Mr. Schefield? 请问xxx先生你要订吗？
A: Yes, please. 好的，谢谢！
如何付钱?(How to pay?)
(A为房客 / B 为客服人员)
A: What are my payment options?
B : We accept all types of credit cards. There is also a special rebate of 5% on American Express cards.
A :That’s fine, but the problem is I don’t have a card! I only have a Visa checking account.
B: You can use the debit card connected to your checking account.
再来，下了飞机，要如何询问前往饭店的事宜呢？ (How to get to the hotel?)
Excuse me, how do I get to_(地点)__, I am staying in a hotel there?
Would the _(交通工具名称) _be the fastest?
What do you suggest?
This is the name of the hotel I’ll stay.
Where is the__(交通工具名称)__from here?
我要换房
A: Good morning, Terry. I’d like to change to another room.
B: Is there a problem?
A: The room would be all right if it weren’t so noisy. (说出问题)
B: It’s the traffic on the street below. Closing the windows would reduce the noise.
A:There’d be no fresh air if I closed the windows. And the air conditioner doesn’t work. Is there a room facing the sea? （再次表达问题所在）
B: Let me check… Yes, I can put you in room 605. There’s a wonderful view and it’s very quiet.
跟主管沟通
A : Excuse me, Mr. Ford. The air conditioner in my room doesn’t work.
B: I’ll send someone to take care of it right away.
A: This may take too long. I’d like to change rooms, please. （直接提出想要换房间的需求）
B: All right. Let me see what we have available.
A: Well, I’d like to stay in a room facing the sea.
B: I got it. The rooms facing the sea are $25 more than those facing the road.
A: That’s fine. Please get me one facing the sea.
换了新房间后
A: How’s the new room working out for you?
B: It’s much better. Now I can leave the windows open when I want. I appreciate the help. （记得要向服务人员说谢谢）
在饭店中，如何叫客房服务?
A: I’m calling from room no. 324. I’d like to order dinner in my room.
B: Sure. What’d you like to have?
A: Please send 1 vegetarian platter, 2 servings of crispy garlic noodles and 1 serving of mushroom gravy.
B: Alright. Is there anything you’d like to drink?
A: Do you serve wine in the room?
B: I’m afraid not. Alcoholic drinks are served only at the hotel bar.
A: Not a problem. Just send the food, please. How long would that be ?
B: Max 30 minutes.
A: That’ll be fine. Thank you.
如何洗衣服服务?
A: Hi! Can you send someone to pick up the laundry from my room? It’s number 346.
B: Sure. Is there anyone in the room?
A: Yes. My wife’s there. Could you send someone right now? We are leaving in 15 minutes.
B: Alright. I’ll ask the housekeeping staff to pick it up immediately.
A: Thank you so much.
最后就是退房啦！该如何退房呢？ ( Checking Out Of A Hotel Room)
置放行李
A. We’re checking out. Can you send someone to pick our luggage?
B.Yes, Ma’am! How many pieces of luggage do you have?
A. only two, but they’re large and heavy suitcases. Oh…and yes…There are some shopping bags too.
B. I’ll send the bellboy over. (bellboy行李人员)
A. Okay. Thank you.
付帳
A. Good morning. Room 256. Check-out, please.
B. Have you consumed anything from the mini-bar? （服務人員會問說你有沒有用冰箱或是小吧檯的東西）
A. Yeah… A couple of beers and a bottle of water.
B. Alright, so adding that to your total, it comes to $579.
A. Okay. I also wanna order some coffee from the room-service.
B. No problems, I’ll get that sent to your room.
A. Great! Please include that in the bill.
B. Sure! Your new total is $585.
A. Great, please send me the bill.
帳目出錯
A. ABC Hotel. How can I help ?
B. Hi there…I was just going through my bill and I found a charge for laundry.
A. Okay?
B. Well, I didn’t get any laundry service during my stay. I don’t understand why I’ve been charged for that.
A. Is that so? I’m awfully sorry, Sir. Let me get this checked… I’ll send you a revised bill.
B. Please do so… It’s very irritating being charged for something you didn’t buy.
A. I truly apologize, Sir. This was a mistake. I’ll get it removed right away.
B.Alright, thanks for the help.
叫計程車
A. Good morning, buddy! I’m checking out later today, and I want a taxi to the airport.
B. Alright. What time do you need it for, Sir?
A. Say about 10.30. My flight is at 12.30.
B. Okay… What kind of taxi do you want?
A. Nothing special, mate. Just the regular stuff.
B. No problems. I’ll have a taxi waiting for you at 10.30.
A. Great! Thank you.
最後是一些必學單字!
1. reservation 預約後
2. book (V.) 訂房
3.deposit 預付、保證金
4.房間種類
single 單人房
deluxe single 豪華單人房
superior room 高級客房
double room 雙人房
family room 家庭式(通常兩間房，一間雙人床一間兩張單人床)
extra bed 加床
baby cot 嬰兒床
seaside view room 海景房
suite 套房
junior suite 標準套房(床+餐桌+起居空間)
5. serve 供餐
6.service charge 服務費
7. package 套裝方案、優惠方案
8. buffet 自助式
9. bellhop 行李員
10. luggage 行李
11. valuables 貴重物品
12. concierge service 賓客服務
13. bill 帳單
14. charge 費用
15. receipt 收據
16. traveler’s checks 旅行支票
17. tips 小費
