台州国际饭店
TAI ZHOU INTERNATIONAL HOTEL
客房英语培训教材
HOUSEKEEPING ENGLISH TRAINING COURSE
内容
Contain
Chapter 1. Courtesy English
第一部分 礼貌英语
Chapter 2. General English Conversation
第二部分 基本会话
Chapter 3. Housekeeping English Conversation
第三部分 客房英语会话
Chapter 4. Housekeeping Terminology
第四部分 专业词汇
Courtesy English Multi-Skill Hotel English
见面打招呼:
“Good Morning, Sir / Madam.”
“Good Afternoon, Sir / Madam.”
“Good Evening, Sir / Madam.”
“May I help you, Sir / Madam?”
能讨人喜欢的谈吐:
“Please”
“Thank You”
“Excuse Me”
“Pardon Me”
客人喜欢听你称呼他的姓氏:
“Mr. ”
“Mrs. ”
“Mr. & Mrs. ”
“Master”
普通个人的称呼:
“Sir”
“Madam”
“Miss”
“Sir & Madam”
团体客人的称呼:
“Gentlemen”
“Ladies & Gentlemen”
“Ladies”
“Lady & Cattlemen”
见面时的寒喧:
“How are you today, Mr. ?”
“Very well, Thank you. And yourself. Sir?”
应答客人呼唤的词句:
“Yes, Sir / Madam.”
“May I help you ?”
“I’ll be with you in a moment, Sir / Madam.”
“Sorry to have kept you waiting, Sir / Madam.”
可以供应客人之要求时, 应答:
“Certainly , Sir / Madam.”
“I’ll go and get it right away , Sir / Madam.”
“Yes, Sir / Madam.”
“Immediately, Sir / Madam.”
不能供应客人之要求时, 应答:
“Sorry, we have Run out of .”
“I’m terribly Sorry. We don’t have . ”
“Awfully sorry. Sir / Madam. We have sold out . ”
“I’m Afraid We do not have .”
一时未能肯定是否能供应客人之要求时, 应答:
“If you wait a minute, Sir / Madam. I’ll try to find out.”
“Yes, Certainly. Allow me.”
自我介绍:
“My Name Is . Call me any time. I’m very glad to be of service.”
当客人向你道谢时:
“My pleasure”
“You’re most welcome”
“Glad to be of service”
当客人向你道歉时:
“That’s quite all right.”
“It doesn’t matter.”
“It’s Nothing.”
让路给客人:
“I’m sorry.”
客人微询你的同意可否拿走某物件时:
“Certainly, Sir / Madam. Let me help you.”
“Go ahead please. You’re welcome.’
“Yes , of course. Allow Me.”
Courtesy English Multi-Skill Hotel English
当不能答允客人的要求时:
“So sorry we can’t do that. It’s against our rules.”
“I’m terribly sorry, we are not permitted to do this.”
“I’m afraid it’s against company policy. I’m so sorry.”
当客人由於客气而给你赏物时:
“No, thank you. You’re very kind.”
“It’s awfully kind of you. But no, thank you.”
婉拒客人的要求时:
“No. I’m sorry.”
“I’m afraid that’s not so.”
“I’m afraid not. Unfortunately.”
“Not really.”
“No, Sir / Madam. It is not.”
中断与客人谈话时:
“I’m sorry. Sir. I’m being called away . Have a pleasant day. Sir / Madam.”
“Good day, Sir / Madam.”
若客人客气地先和你说“有个愉快的周未”的时候:
“You too , Sir / Madam.”
“And you , Sir / Madam.”
“The Same to you , Sir / Madam.’
客人因他的缓慢, 拙劣而面露尴尬时:
“Please take your time, Sir / Madam . There’s no hurry.”
要打断客人的谈话时, 应说:
“Excuse me for interrupting.”
“May I take up a few moments of your time?”
“May I Speak to you for a moment, Sir / Madam?”
当客人催促你时:
“Sorry to have kept you waiting. I’ll see to it right away.”
向客人展示单据等物时:
“Here is your . Sir / Madam.”
接听电话时:
“Good morning / Afternoon/evening. This is . My name is
. May I help you? ”
接受投诉或批评时:
“Thank you for telling us, Sir / Madam. I assure you it won’t happen again. I’ll speak to our manager about it. Please accept our apology.”
处理错误或达失时:
“I’m terribly sorry. There could have been some mistake. Ido apologise.”
“I’m sorry, Sir / Madam. I’ll look into the matter at once.”
当你听不懂时:
“I’m sorry . I don’t understand. I’ll get you the manager.”
“I’m sorry, I don’t understand. Can you please show me?”
为客人指示方向:
“Go straight ahead.”
“Turn left / right at the first corner.”
“Go up the escalator.”
“Go down to the lobby.”
“Sorry, I’m not sure. If you’ll wait a minute. I’ll be glad to find out for you.”
请客人作某种事情时:
“Could you (Sign here), please?”
“May I ask you to (return in 5 minutes) Sir / Madam?”
“Could I Have ( your name) Sir / Madam?”
“Please ( come this way)
General English Conversation Multi-Skill Hotel English
UNIT 1:
GREETINGS & FAREWELLS
VOCABULARY
welcome 欢迎 friend 朋友 farewell 告别
identify 识别 definitely 肯定 safe 安全的
enjoy 喜欢 pleased 高兴 sure 当然
trip 旅游 weekend 周末 again 再
look forward to 盼望 satisfaction 满意
PHRASES ON THE JOB
Good morning. Good Afternoon. Good evening. Welcome back.
早上好。 下午好。 晚上好。 欢迎回来。
Hello. How do you do? How are you?
你好。 你好 你好吗？
Fine, thank you, and you? Good-bye. Good night.
很好，谢谢，你呢？ 再见。 晚安。
It was nice to see you again. Have a good evening. See you later.
很高兴又见到你。 晚上愉快。 回头见。
Have a good weekend. Have a safe trip. Have a good day. Hope to see you again.
周末愉快。 一路平安。 祝您愉快。 希望再见到您。
Thank you for coming.(Thanks for coming) Look forward to seeing you again.
感谢光临。 盼望再见到您。
TALKING TO THE GUEST:
Staff: Good morning. Mr. Smith. How are you today?
Guest: Good morning, Jane. I’m fine, thanks, and you?
Staff: I’m fine, too. Are you checking-out today?
Guest: Yes, I think so.
Staff: Did you enjoy your stay here?
Guest: Yes, I did.
Staff: I hope our service is to your satisfaction.
Guest: Sure. I’m very pleased with everything here.
Staff: Thank you. I wish you a nice trip home and look forward to seeing you again.
Guest: Thank you. I’ll definitely come to the Renaissance next time I’m in Tianjin.
General English Conversation Multi-Skill Hotel English
UNIT 2:
INTRODUCTIONS
VOCABULARY
introduction 介绍 happy 高兴 spell out 拼写出来
meet 会见 glad 高兴 first name 名
pleased 高兴 nice 很好 last name 姓
certainly 当然了 pleasure 高兴 enjoy 喜欢
PHRASES ON THE JOB
My name is John Smith. It’s nice to meet you. I’m glad to meet you.
我叫约翰.史密斯 很高兴见到您。 很高兴见到您。
I’m Mary Copper. I’m pleased to meet you.
我叫玛丽.库伯。 很高兴见到您。
Let me introduce you to John Smith. I'd like to introduce you to Mary Silver.
我把你介绍给约翰.史密斯。 我想把你介绍个玛丽。
I’d like you to meet Mr. Thomson. I don't think we've met before.
希望你认识一下托玛斯先生。 我想我们以前没见过。
Have we met before? You’re new here, aren't you?
我们以前见过面吗？ 你是新来的，对吗？
TALKING TO THE GUEST:
Staff: Good morning. May I know your name?
Guest: Certainly. My name is John Parkinson.
Staff: Would you please spell your last name?
Guest: Sure. P-a-r-k-i-n-s-o-n.
Staff: How do you do Mr. Parkinson? Welcome to our hotel.
Guest: How do you do? Very nice to meet you.
Staff: Hope you’ll enjoy your stay here.
Guest: I think I will.
Staff: See you later.
Guest: See you.
General English Conversation Multi-Skill Hotel English
UNIT 3:
APOLOGIES
VOCABULARY
excuse 原谅 apologize 请求原谅 mistake 错误
forgive 原谅 mind 介意 assure 保证
sorry 对不起 right away 马上 happen 发生
bill 帐单 check 检查，帐单
PHRASES ON THE JOB
Excuse me. I’m sorry. Please forgive me. That’s OK.
打扰一下。 对不起。 请原谅。 没什么。
I do apologize. That's all right. Please accept our apology.
我很抱歉。 没关系。 请接受我们的歉意。
Would you please wait a moment? Would you mind waiting a second?
请稍等好吗？ 请稍等好吗？
I didn’t mean for that to happen. I assure you it won't happen again.
我是不想出这种事的。 我向您保证以后不再发生这种事。
TALKING TO THE GUEST:
Guest: Excuse me. I think there is a mistake in my bill.
Staff: I’m sorry to hear that. I’ll check for you right away. Would you please wait a moment?
Guest: OK. ( a moment later)
Staff: I do apologize, Mr. Smith. There is a mistake in your bill. I assure you it won’t happen again.
Guest: Well, that’s all right.
General English Conversation Multi-Skill Hotel English
UNIT 4:
OFFERING HELP
VOCABULARY
appreciate 喜欢 grateful 感谢 offer 提供
assist 帮助 favor 喜欢 desire 希望
request 要求 hesitate 犹豫 mind 介意
trouble 麻烦 welcome 欢迎 follow me 跟
corridor 走廊 show 展示 serve 服务
end 尽头
PHRASES ON THE JOB
Anything I can do for you? If there’s anything I can do to help, please let me know.
我能为您做些什么？ 如果有我能帮忙的话，请告诉我。
Can I help you? If I can be of assistance, please do not hesitate to ask.
我能帮忙吗？ 如果要我帮忙，别犹豫，尽管讲。
Do you need any help? I'd be very glad to help you.
要帮忙吗？ 很高兴认识您。
Can I give you a hand? If you wouldn’t mind.
要帮忙吗？ 如果你不介意。
If you don't mind. If it’s no trouble.
如果你不介意。 如果不麻烦的话。
There’s no hurry. Please take you time.
不着急。 不着急。
Going up? Going down.
上楼吗？ 下楼。
TALKING TO THE GUEST:
Staff: Excuse me. May I help you?
Guest: Yes, I’m looking for my room.
Staff: May I know your room number, please?
Guest: Yes, My room number is 358.
Staff: That’s at the other end of the corridor. Follow me, please. I’ll show you to your room.
Guest: Thank you. It’s very kind of you.
Staff: It’s my pleasure so serve you. Please enjoy your stay.
Guest: Yes. I will.
* * * * *
Staff: Going up, sir?
Guest: Yes.
Staff: Watch your steps, please. The floor is wet.
Guest: OK. Thank you.
Staff: By the way, may I help you with your luggage?
Guest: Sure. That’s very kind of you.
Staff: You’re most welcome.
General English Conversation Multi-Skill Hotel English
UNIT 5:
THANKS AND REPLIES
VOCABULARY
repair 修理 kitchen 厨房 wire 电线
light 灯 noisy 吵 indeed 的确
by the way 顺便说一下 electrician 电器师 colleague 同事
as soon as possible 尽可能早 help sb. with sth. 帮某人做某事
PHRASES ON THE JOB
Thanks. Thank you very much. Thank you ever so much.
谢谢。 非常感谢。 太感谢了。
I appreciate that/it. That’s very kind of you. You are so sweet.
我很感激。 你太好了。 你真甜。
Thank you just the same. You’re most welcome. It’s my pleasure to serve you.
同样得谢谢您。 不客气。 很荣幸为您服务。
That’s quite all right. I’m pleased to be of service to you. I know next to nothing.
一点儿关系都没有。 愿意为您效劳。 我几乎一窍不通。
TALKING TO THE GUEST:
Staff: Goof afternoon. Miss Thomson. I’m here to repair your light.
Guest: That’s very nice. It’s this one in the kitchen. It doesn’t work.
Staff: Let me have a look. Oh, a wire is loose. Now, it’s all right.
Guest: Yes, it is. Thank you very much indeed.
Staff: It’s my pleasure.
Guest: By the way, my telephone is too noisy. Could you please help me with this?
Staff: Sorry. I’m an electrician. I know next to nothing about telephone. But I’ll call my colleague to come as soon as possible.
Guest: OK. Thank you just the same.
Staff: Not at all. Good-bye, Mrs. Thomson.
Guest: Good-bye.
General English Conversation Multi-Skill Hotel English
UNIT 6:
REQUESTS AND REPLIES
VOCABULARY
favour 喜欢 over there 在那边 do sb. a favour 为某人帮忙
next to 紧挨着 look for 寻找 request 要求
easy 容易 reply 回答 trouble 麻烦
problem 问题
PHRASES ON THE JOB
Would you please do me a favour? Could you do me a favour?
能帮我个忙吗？ 帮我个忙好吗？
Could I ask you a favour? Could you do a favour for me?
帮我个忙好吗？ 帮我个忙好吗？
Could you possibly do a favour for me? Of course.
帮我个忙好吗？ 当然。
No problem. No trouble at all. I’d be glad to.
没问题。 不麻烦。 我会很高兴的。
TALKING TO THE GUEST:
Guest: Excuse me.
Staff: Yes?
Guest: Could you please do me a favour?
Staff: Certainly. What can I do for you?
Guest: I’m looking for the Sales Department.
Staff: That’s easy. It’s over there, next to the Information Desk.
Guest: I see. Thanks a lot.
Staff: My pleasure.
General English Conversation Multi-Skill Hotel English
UNIT 7:
LONG TIME NO SEE
VOCABULARY
age 年代 pretty 相当的 on holiday 度假
daughter 女儿 granddaughter 孙女 grandson 孙子
aunt 姨、姑、婶 uncle 叔、伯、舅 son 儿子
first cousin 第一代表兄弟姐妹 second cousin 第二代表兄弟姐妹
PHRASES ON THE JOB
Long time no see. I haven’t seen you for ages. Congratulations.
好久不见了。 久日不见了。 祝贺。
TALKING TO THE GUEST:
Staff: Good morning. How are you Ms. Jackson? Haven’t seen you for ages.
Guest: Yes. Long time no see. I’m fine, thanks. How about you?
Staff: Pretty well. Did you go on holiday?
Guest: Yes. I went back home because my daughter had a baby.
Staff: Congratulations.
Guest: Thanks.
Staff: A girl or a boy?
Guest: A girl.
Staff: So you have a granddaughter now.
Guest: A granddaughter? I’ve got three.
Staff: Three granddaughters?
Guest: Yes, and a grandson as well.
Staff: They must be very lovely.
Guest: Sure. I enjoy them greatly.
General English Conversation Multi-Skill Hotel English
UNIT 8:
ASKING PEOPLE TO REPEAT
VOCABULARY
reservation 预定 nationality 国籍 at least 至少
I’m afraid 恐怕 Australian 澳大利亚人 pardon 原谅
beg 请求 on the fourth floor 在四楼 repeat 重复
possible 可能 intend 打算 plan 计划
PHRASES ON THE JOB
Pardon? Please say it slowly. I beg your pardon. Sorry?
没听清？ 请慢慢讲。 我没听清。 对不起？
I didn’t follow you. Would you please say it again?
我没听懂。 请您再说一遍好吗？
TALKING TO THE GUEST:
Staff: Good afternoon, sir. Do you have a reservation?
Guest: No, I’m afraid not.
Staff: May I know your name, please?
Guest: Yes, I’m David Stevenson.
Staff: Your nationality?
Guest: I’m Australian.
Staff: Sorry, I beg your pardon?
Guest: I’m Australian.
Staff: I see. How long do you intend to stay?
Guest: At least a week. Possibly longer.
Staff: Good. I can give you a room on the 4th floor. Is that all right?
Guest: You’re most welcome.
General English Conversation Multi-Skill Hotel English
UNIT 1:
FINDING PLACES
VOCABULARY
fax 传真 miss 错过 colleague 同事 lift 电梯
get off 下 left 左 right 右 send 发送
take 乘 then 然后 Front Office 前台
Business Centre 商务中心
PHRASES ON THE JOB
Could you please tell me? It’s on the second floor.
请你告诉我好吗? 在二楼。
It’s on the right side of the corridor. Turn left.
在走廊的右边。 左拐。
TALKING TO THE GUEST:
Staff: Good morning, madam. Can I help you?
Guest: Yes. Could you please tell me where I can send a fax?
Staff: You may go to the Business Centre. My colleague there can do it for you.
Guest: But where is the Business Centre?
Staff: It's on the second floor, just above the Front Office. You may take the lift here, get off the second floor, and then turn left. The Business Centre is on the right side of the corridor. You can’t miss it.
Guest: Thank you very much. You’ve been of great help.
Staff: It's my pleasure to be of service.
General English Conversation Multi-Skill Hotel English
UNIT 2:
TIME
VOCABULARY
Beijing Time 北京时间 special 特殊的 rate 价格
correct 正确的 seem 似乎 cheaper 更便宜的
in the morning 在早上 at night 夜里 urgent 紧急的
downtown 市中心 hour 小时 difference 不同/差别
o’clock 钟
PHRASES ON THE JOB
There’s a time difference of 6 hours. I’d better make the call in the evening.
时差6小时。 我最好晚上打电话。
That’s great. Is it the correct time? It’s 5:50 by my watch.
太棒了。 时间准吗？ 我的表是5点50分。
TALKING TO THE GUEST:
Guest: Excuse me. What time is it now?
Staff: It’s 2:25 by my watch.
Guest: Is it the correct time?
Staff: Yes. I think so.
Guest: You use Beijing time here, don’t you?
Staff: Yes, we do.
Guest: Do you know what time it is now in Holland?
Staff: I guess it is about half past eight in the morning. There is a time difference of 6 hours.
Guest: I see. I want to call back home. It seems I’d better make the call in the evening.
Staff: I think so if nothing is urgent, because there are special rates at night after 9:00.
Guest: Do you mean cheaper?
Staff: Yes.
Guest: That’s great. Thank you.
Staff: My pleasure.
General English Conversation Multi-Skill Hotel English
UNIT 3:
GETTING INFORMATION
VOCABULARY
check 检查 German 德国人 over there 在那里
American 美国人 second 秒 mean 意思
wonder 奇怪 stand for 代表 taxi 出租车
Apartment Building 公寓楼
PHRASES ON THE JOB
What does this stand for? Thank you for your help. Please wait a second.
这代表什么？ 感谢您的帮助。 请等一会儿。
I’ll check for you. No wonder.
我给您查一下。 难怪呢！
TALKING TO THE GUEST:
Staff: Good morning, ma’am. Anything I can do for you?
Guest: Good morning. I’m here to see my friend, but I don’t know which building she lives in.
Staff: Do you have her room number?
Guest: Yes. It’s 408.
Staff: May I know your friend’s name?
Guest: Sure. Her name is Shelly. Shelly Wilson.
Staff: Is she an American?
Guest: No, she is German.
Staff: Please wait a second. I’ll check for you.
Guest: OK.
Staff: Yes, here it is. She lives in Room 2408 in the Apartment Building over there.
Guest: What does 2 mean?
Staff: It stands for the Apartment Building.
Guest: I see. No wonder. Thank you for your help.
Staff: You're welcome.
General English Conversation Multi-Skill Hotel English
UNIT 4:
VISTING A GUEST
VOCABULARY
visitor 客人 exit 出口 adapter 连接器
need 需要 brief case 公文包 out of order 坏了
coupon 奖券 interesting 有趣 room key 钥匙
tour guide 导游 Food Mall 食品街 Ancient Culture Street 古文化街
PHRASES ON THE JOB
I’m tied up at the moment. I’ll be off then.
我这会儿非常忙。 到那时我就下班了。
Don’t worry. I did ask for one.
别担心。 我确实要了一个。
TALKING TO THE GUEST:
Staff: Good afternoon, Mrs. Aderson. Can I clean your room now?
Guest: Could you please come back again. I’m tied up at the moment. I’ve some visitors.
Staff: All right, no problem. When do you need me to come back?
Guest: How about 6:00. Is that all right?
Staff: Sorry. I’ll be off then. I’ll finish working at 5:30. But don’t worry. One of my colleagues will come.
Guest: OK.
Staff: By the way, do you need an adapter?
Guest: Yes. I did ask for one.
Staff: Here you are. I’ve got it for you.
Guest: Thank you.
Staff: Not at all.
General English Conversation Multi-Skill Hotel English
UNIT 5:
DAYS & DATES
VOCABULARY
date 日期 Sunday 星期日 Monday 星期一
Tuesday 星期二 Wednesday 星期三 Thursday 星期四
Friday 星期五 Saturday 星期六 January 一月
May 二月 March 三月 April 四月
May 五月 June 六月 July 七月
August 八月 September 九月 October 十月
November 十一月 December 十二月 Spring 春天
Summer 夏天 Autumn 秋天 Winter 冬天
Easter 复活节 Christmas 圣诞节 Spring Festival 春节
Lunar Calendar 阴历 Good Friday 主蒙难日
PHRASES ON THE JOB
That is next Tuesday, isn’t it? My brother will get it on November 2nd.
那是下星期二对吗？ 我弟弟将于11月2日收到。
Planes have to fly over the International Dateline. How silly I am.
飞机得飞越国际日期变更线。 我真傻。
TALKING TO THE GUEST:
Guest: Excuse me. What day is today?
Staff: Today is Tuesday.
Guest: It’s October the 27th, isn’t it?
Staff: Yes, it is.
Guest: How long does it take for a letter to get to America?
Staff: About a week.
Guest: So if I send a letter today, my brother will get it on November 2nd. That is next Tuesday, isn’t it?
Staff: No, it will be November 1st in America, because planes have to fly over the International Date line.
Guest: You’re right. How silly I am.
General English Conversation Multi-Skill Hotel English
UNIT 6:
MAKING AN APPOINTMENT
VOCABULARY
Mid-Autumn Festival 中秋节 wonderful 太棒了 music 音乐
Important 重要的 entrance 入口 nut 坚果
a little bit 一点儿 pick 摘采 policy 政策
celebrate 庆祝 one-day trip 一日游 traditional 传统的
PHRASES ON THE JOB
I wonder if you would like to join us. I think so. I will.
不知您是否想和我们去。 我想是的。 我会的。
I’m glad you like it. Thank you very much for telling me all this.
我很高兴您能喜欢。 非常感谢告诉我这些。
TALKING TO THE GUEST:
Staff: Good morning, Mrs. Jones.
Guest: Good morning.
Staff: You know the Mid-Autumn Festival is coming. It’s an important traditional festival in China. The hotel is now organizing a one-day trip to the Great Wall. The holiday will be celebrated with music and nut picking.
Guest: That’s a great idea. It will be wonderful.
Staff: Yes, I think so. I wonder if you would like to join us.
Guest: Definitely, but how shall we go?
Staff: By the Hotel Taxi.
Guest: What time shall we set out?
Staff: At 5:30 in the morning. The taxi will be waiting for you at the entrance. Please get there a little bit earlier, because the seat arrangement policy is on a first come, first serve basis.
Guest: Ok, I will. Thank you very much for telling me all this.
Staff: I’m glad you like it.
General English Conversation Multi-Skill Hotel English
UNIT 7:
ABOUT SIGHTSEEING
VOCABULARY
place of interest 旅游景点 visit 参观 recommend 推荐
scenic spot 观光景点 just 恰好 babysitter 保姆
historic place 历史古迹 capital 首都 Dynasty 皇朝
travel agency 旅行社 either…or… 或者 assist 帮助
by train/bus 乘火车/汽车 wonder 奇迹
Tian An Men Square 天安门广场 The Summer Palace 颐和园
The Temple of Heaven 天坛 Ming Tombs 明十三陵
PHRASES ON THE JOB
Right away. Have a nice time. It’s a must.
马上。 祝您玩的愉快。 那是个必看之处。
The Housekeeping Department will arrange it for you.
客房部会给您安排的。
How can I find a babysitter.
我怎么能找到个保姆。
TALKING TO THE GUEST:
Staff: Good evening, sir. Anything I can do for you?
Guest: Yes. My wife and I are going to Beijing tomorrow. This is our first visit, would you please recommend some places worth visiting?
Staff: Ok. There are a lot of scenic spots and historic places in Beijing since it has been the capital of the country for hundreds of years. I think the Palace Museum is a must. It’s just by Tian An Men Square. Emperors in Ming and Qing Dynasties once lived there. The Summer Palace, the Temple of Heaven and the Ming Tombs are points of interest, too.
Guest: And also the Wall.
Staff: Yes. People say it’s one of the seven wonders of the world.
Guest: Do you think I can see them all in one day?
Staff: Oh, no. You need at least seven days.
Guest: How can we go to Beijing?
Staff: You can go either by plane.
Guest: Can I book our tickets at the Hotel?
Staff: Sure. The Travel Agency is just behind you.
Guest: Yes, I see. That’s greet, by the way.
General English Conversation Multi-Skill Hotel English
Staff: Yes. Can I assist you further?
Guest: How can I find a babysitter? My son is only three years old. We don’t want to take him with us.
Staff: That’s easy. I call the Housekeeping Department right away. They can arrange
everything for you.
Guest: Thank you ever so much indeed.
Staff: You’re most welcome. I hope you enjoy your stay here and have a nice time in Beijing.
Guest: Sure, we will.
Housekeeping English Multi-Skill Hotel English
UNIT 1:
ENTER THE ROOM
VOCABULARY
sheet 床单 fire sprinkler 灭火喷淋
picture 照片 coat hanger 大衣架
pillow 枕头 mirror 镜子
laundry bag 洗衣袋 bathrobe 浴袍
sofa 沙发 heating control 加热控制
ice tongs 冰铗 chair 椅子
wall 墙 telephone 电话
bedside table 床头桌 ceiling light 顶灯
luggage stand 行李架 swimming bag 游泳袋
window 窗户 power socket 电源插座
note pad 记事簿 carpet 地毯
curtain 窗帘 Duret 羽绒被
shoe basket 鞋篮 matches 火柴
ice bucket 冰桶 security latch 安全门
vase 花瓶 scales 体重称
disposal 废品袋 shower head 喷头
rubbish bin 垃圾箱 door 门
bottle opener 瓶起子 face towel 面巾
sink 洗涤槽 tap 龙头
ashtray 烟缸 hand towel 手巾
grab bar 浴缸扶手 toilet 厕所
soap dish 香皂盘 exhaust fan 排风扇
bath tub 浴缸 shaving socket 刮脸插座
vanity 梳妆台 flush 抽水马桶
toilet paper 卫生纸 plug 插头
glass 杯子 facial tissue 面巾纸
soap 香皂 shower curtain 淋浴帘
PHRASES ON THE JOB
Good morning. See you later.
早上好。 再见。
May I clean your room? Shall I come back later?
我可以为您打扫房间吗？ 我可以过会儿再来吗？
Could you come back in an hour?
您能一小时后再来吗？
Housekeeping English Multi-Skill Hotel English
TALKING TO THE GUEST:
Attend: Good morning, Housekeeping.
Guest: Good morning.
Attend: May I clean your room, sir?
Guest: Sorry, this is not the right moment.
Attend: Shall I come back later?
Guest: Yes please. Could you come back in an hour?
Attend: That is OK. I’ll be back in an hour. Bye bye.
Guest: See you later. Housekeeping English Multi-Skill Hotel English
UNIT 2:
TURN DOWN SERVICE
VOCABULARY
dusting 去尘 toilet brush 马桶刷子
Trash bag 废物袋 general cleaning 总清洁
vacuum 真空 bucket 桶
mopping 拖地 scrub 擦洗
dustpan and brush 箕萁和刷子 detergent 清洁剂
vacuum cleaner 吸尘器 mop 拖把
shampoo 洗发水 soap 香皂
bath foam 浴液 sewing kit 针线盒
comb 梳子 tooth brush 牙刷
Bady Lotion 润肤露 shower cap 浴帽
shoehorn 鞋拔 shoe shine 擦皮鞋
PHRASES ON THE JOB
May I come in for turn down service? Is there anything else I can do for you?
我可以进来做开夜床服务吗？ 我还能为您做些什么？
Just a moment. I will go and get it at once.
请稍等。 我马上去拿。
Thank you very much. You’re welcome.
非常感谢。 不客气。
TALKING TO THE GUEST:
Attend: Good evening, may I come in for turn down service?
Guest: Yes, come in please.
Attend: Is there anything else I can do for you?
Guest: Yes, I would like a few more towels.
Attend: Sure. Just a moment. I will go and get them at once.
Here you are, sir.
Guest: Thank you very much.
Attend: You’re welcome.
Guest: Good night.
Attend: Good night.
Housekeeping English Multi-Skill Hotel English
VOCABULARY
dry cleaning list 干洗单 breakfast menu 早餐菜单
light switch 灯开关 airconditioner vent 空调排风口
pillow case 枕套 coffee table 咖啡桌
wall paper 壁纸 hair dryer 吹风机
standing lamp 地灯 valet stand 衣物架
switch 开关 desk chair （与书桌配套的）椅子
laundry list 洗衣单 Do Not Disturb sign 请勿打扰牌
DND sign 请勿打扰牌 chest of drawers 带抽屉的柜橱
Sheer curtains 纱窗帘 desk lamp 台灯
Television cabinet 电视柜 furniture 家具
Single bed 单人床 double bed 双人床
desk 书桌
PHRASES ON THE JOB
Turn down service, may I come in? Is there anything else I can do for you?
这是做夜床服务，我能进来吗？ 我能为您做些什么？
Have a good night. The same to you.
晚安。 你也一样。
TALKING TO THE GUEST:
Attend: Good evening. Turn down service. May I come in?
Guest: Oh no, thank you. That is not necessary today.
Attend: Is there anything else I can do for you, sir?
Guest: Well in fact there is. This morning I asked for new laundry bags but they still haven’t brought me some.
Attend: Oh, I’m sorry. Well, I’ll have to get one on another floor.
Would you mind waiting for a minute?
Guest: No, no problem.
Attend: Here you are, sir. Have a good night.
Guest: Thank you. The same to you.
Housekeeping English Multi-Skill Hotel English
UNIT 3:
GUESTS QUESTIONS
VOCABULARY
bedside lamp 床头灯 smoke detector 烟感器
air conditioner 空调 wardrobe 衣柜
television guide 电视指南 Please Make Up sign 请收拾房间牌
pen 钢笔 slippers 拖鞋
drapes 布帘 television 电视
bed 床 battery 电池
ceiling 天花 glasses 杯子
laundry docket 洗衣单 door 门
window sill 窗台 shopping bag 购物袋
menu 菜单
PHRASES ON THE JOB
Good morning. How are you today?
早上好。 您今天好吗？
Very well, thank you. Where are you from?
很好，谢谢。 您是哪里人？
I’m from America. Is there anything I can do for you?
我是美国人。 我能为您做些什么？
Could you please show me? Have a nice day.
您能领着我看看好吗？ 祝您今天快乐。
TALKING TO THE GUEST:
Attend: Good morning, Madam. How are you today?
Guest: Good morning. Very well, thank you. And you?
Attend: I’m fine, too. Do you have any plans for today?
Guest: No, not really. Tomorrow I’ll fly back home.
Attend: O really, where are you from?
Guest: I’m from America.
By the way, when are you going to clean my room?
Attend: I’ll come to your room as soon as I have finished this one.
Why? Is there anything I can do for you?
Guest: Yes, there is. The tap in my bathroom is broken. Could you have it fixed for me?
Attend: Well, certainly. Could you please show me?
Guest: Yes, come in.
Attend: Oh, I see. I’ll call the engineering department right away. They can fix it for you.
Guest: Very good. Thank you very much.
Attend: My pleasure. Have a nice day.
Guest: The same to you. Good bye.
Housekeeping English Multi-Skill Hotel English
PHRASES ON THE JOB
I’m terribly sorry. Do Not Disturb sign.
我非常抱歉。 请勿打扰牌。
Thank you very much.
非常感谢。
TALKING TO THE GUEST:
Guest: Good afternoon. Smith speaking.
Attend: Good afternoon sir. This is Nicole speaking from the Housekeeping Department.
I’m terribly sorry to disturb you, but when can we clean your room?
Guest: Why do you ask? Is there a problem?
Attend: Well, your DND sign is still on your door.
Guest: Is it? I’m sorry. I forgot to take it of the door knob.
You can come whenever you want.
Attend: Oh, thank you very much.
VOCABULARY
liquors 酒 beer 啤酒
soft drinks 软饮料 wine 葡萄酒
candy 糖 chocolate 朱古力
chewing gum 口香糖 razor 剃刀
tooth brush 牙刷 tooth paste 牙膏
camera 照相机 tissue 面巾纸
peanuts 花生 juice 果汁
mineral water 矿泉水
PHRASES ON THE JOB
I’m very sorry. Thanks a lot.
我非常抱歉。 非常感谢。
Take your time. There is no hurry.
慢慢来，不着急。 不着急。
That’s OK.
那好吧，没问题。
TALKING TO THE GUEST:
Attend: Good evening, Housekeeping, Mary speaking. May I help you?
Guest: Good evening. This is Mister Backer speaking, room 421.
The room attendant forgot to give me new bottles of mineral water. Can you bring me some?
Attend: I’m very sorry for the inconvenience. I’ll ask our room attendant to take some bottles to your room right away.
Guest: Thanks a lot, but take your time. There is no hurry.
Attend: That’s OK. Good night.
Guest: Good night.
Housekeeping English Multi-Skill Hotel English
UNIT 4:
LAUNDRY
VOCABULARY
dry cleaning 干洗 wash 洗
press 熨 steam 蒸
shrink/shrunk 缩/缩水了的 fade/faded 褪色/褪色的
stretch 伸展 hole 窟窿
stain 污点 starch 上浆
fold/folded 叠 hang/hanger 挂/衣架
hot water 热水 cold water 冷水
warm water 温水 tumble dry 甩干
detergent 清洁剂 soap 香皂
dry （弄）干 wet （弄）湿
PHRASES ON THE JOB
May I help you? My suit is folded.
我能帮助您吗？ 我的西服折叠了。
Can I have it pressed? There is a surcharge for express service.
我可以请你们熨一熨吗？ 加快服务将收取附加费。
I’ll send someone to pick it up.
我会派人去取。
TALKING TO THE GUEST:
Attendant: Good afternoon. Laundry service. May I help you?
: Good afternoon. This is Mr. Morris speaking.
I just checked-in and I’ll have a meeting in a few hours, but my suite is folded. Can I have it pressed?
Attendant: That is no problem, sir. You need it within a few hours?
: Well, I’d rather have it within an hour.
Attendant: OK. But there is a surcharge for express service.
: I know. But that is fine with me. I need it to be pressed.
Attendant: All right. I will send someone to pick it up in a few minutes.
: I won’t be in my room then because I have to leave right away. I’ll put my suite on the bed.
Attendant: What is your number, sir?
: My room number is 318.
Housekeeping English Multi-Skill Hotel English
VOCABULARY
coat hanger 大衣架 express 快速
surcharge 附加费 damage 损坏
colour run 褪色 dye 染
fabric 织物 mend 补
cotton 棉 button 扣子
hem （衣服的）折边 cuff 袖口
collar 衣领 seam 缝口
laundry bag 洗衣袋 plastic bag 塑料袋
laundry basket 洗衣篮 laundry list 洗衣单
pleats/pleated 褶
PHRASES ON THE JOB
The laundry has not been returned. Which items did you have for laundry?
洗的衣物还未送还。 您有哪些东西送去洗了？
Did you check your wardrobe? Sorry for bothering you.
您看过您的衣柜了吗？ 很抱歉打扰您了。
I have a special request. Don’t use any detergent or soap.
我有一个特殊要求。 不要使用清洁剂或香皂。
Do not tumble dry. My shirt is badly shrunk.
不要甩干。 我的衬衣严重缩水。
Can you stretch them? please complete the laundry list.
能把它们伸长吗？ 请填好洗衣单。
I’m missing a pair of socks. What colour are your socks?
我的一双袜子丢了。 您的袜子是什么颜色的？
I’ll see if I can find them. I’ll send them to your room as soon as possible.
我查一查是否能找到它们。 我会尽快把它们送到您的房间。
TALKING TO THE GUEST:
Attendant: Good evening. Laundry office. May I help you?
Guest: Good evening. This is Ms. Taylor in room 548.
Today I had my laundry done, but I think it has not been returned.
Attendant: That is strange, because we’ve already returned all the laundry.
Which items did you have as laundry?
Guest: Well, in fact it was not laundry. I had two slacks a jacket for dry cleaning.
Attendant: Aha. Did you check your wardrobe. Because normally we hang it back there.
Guest: No. I did not. One moment, I’ll check it.
They are back. Sorry for bothering you.
Attendant: No problem at all, Mr. Taylor. Good night.
Housekeeping English Multi-Skill Hotel English
Guest: Hello, Madam. They’ve just returned my laundry but I’m missing a pair of socks.
Attendant: Oh, I’m sorry. Can you tell me what colour your socks are? Then I’ll see if I can find them.
Guest: My socks are blue with green.
Attendant: Blue with green. One moment please.
Hello, sir. I found two pairs of blue with green socks. Both with a different room number.
Guest: Well, my room number is 465.
Attendant: 465. Well, then I have your socks here too. I’ll send them to your room as soon as possible.
Guest: Thank you very much.
Attendant: You’re welcome, and sorry again.
VOCABULARY
suit 西服 jacket 夹克
trousers 裤子 slacks 便裤
dress 衣服 shirt 衬衣
blouse 女衬衫 tie 领带
sweater 毛衣 overcoat 大衣
pajamas 睡衣裤 shorts 短裤
bath towel 浴巾 hand towel 手巾
face towel 面巾 bath mat 浴垫
bath rug 浴毯 bed sheet 床单
pillow case 枕套 panties 内裤
brassieres (bra) 胸罩 stockings 长筒袜
night gown 睡袍 underslip 内裤
sports wear 运动衣
PHRASES ON THE JOB
We are not able to remove the stain. We are afraid the colors will fade.
我们无法去掉这个污点。 恐怕会褪色。
Can you dye the blouse for me? There is a hold in your trousers.
你们能帮我染这件衬衣吗？ 您的裤子上有一个窟窿。
We can mend it for you.
我们能给您补一下。
TALKING TO THE GUEST:
: Ms. Martin speaking.
Attendant: Good morning, Ms. Martin. This is the laundry office. You asked us to try to remove the stain in your blouse.
Housekeeping English Multi-Skill Hotel English
: Yes, that is right. Did it work?
Attendant: Well, we’ve tried but it is not so easy. So far it didn’t work. We can try another time, but then the colors might fade.
: Oh no, I was afraid this might happen.
Attendant: What shall we do, Ms. Martin?
: What if you remove the stain and the colour will fades? Can you dye the blouse for me?
Attendant: No, I’m sorry. We can not.
: Well, what now? I think the best is just to wash the blouse and leave the stain for what it is.
Attendant: OK. We will. Then there is another thing. There is a hold in your trousers.
: O yes? Is there? I didn’t know.
Attendant: Yes, but it isn’t bad. It’s a seam that got loose. We can mend it for you.
: O please. That would be very nice.
Attendant: All right. We will wash your blouse and mend your trousers.
: Thank you very much and thanks for calling.
Housekeeping English Multi-Skill Hotel English
UNIT 5:
PUBLIC AREA
VOCABULARY
entrance 入口 exit 出口
window 窗户 door 门
glass 玻璃 marble 大理石
floor 地面 carpet 地毯
stairs 楼梯 vacuum cleaner 吸尘器
wipe 擦 ashtray 烟缸
empty 空的 fountain 喷泉
PHRASES ON THE JOB
Excuse me, madam. Can I help you? I’m looking for the Chinese restaurant.
对不起，夫人。我能帮助您吗？ 我在找中餐厅。
They are on your left/right. Where are the rest rooms?
在您的左侧/右侧。 休息室在哪里？
TALKING TO THE GUEST:
Attendant: Excuse me, Madam. Can I help you?
Guest: Yes, I think you can. I’m looking for the Chinese restaurant.
Attendant: Oh, the Chinese restaurant is on the second floor.
You can take the stairs and then it is on your left.
Guest: Thank you. And can you also tell me where the rest rooms are?
Attendant: They are here in the corner of the lobby and upstairs next to the Chinese restaurant.
Guest: Oh, then I’ll see them when I am upstairs.
Thanks a lot.
Attendant: You’re welcome.
Housekeeping English Multi-Skill Hotel English
VOCABULARY
brass 铜/铜管东西 polish 擦亮
elevator/lift 电梯 mop 擦
sweep 扫 buff （用软皮革）擦亮
buffing machine 擦皮革机 restaurant 餐厅
function room 会议室/宴会厅 level 1/2 1/2层
house phone 房间电话 rest room 休息室
toilet paper 卫生纸 soap 香皂
hand towel 手巾
ADDITIONAL VOCABULARY
lobby 大厅 lift 电梯
polish 擦光油 sofa/couch 长沙发
stairs 楼梯 wax 腊
table 桌子 Business Center 商务中心
Rag 抹布 chair 椅子
restaurant 餐厅 mop 拖把
flower 花 level 1/2 一/二层
sweep 扫地 glass 玻璃杯
ballroom 宴会厅 broom 扫帚
mirror 镜子 function rooms 会议室
vacuum 吸尘器 window 窗户
office 办公室 brasso 铜油
marble 大理石 corridor 走廊
ashtray 烟缸 carpet 地毯
toilet / . 卫生间 soap 香皂
wallpaper 墙纸 Fitness Center 康乐中心
hand towel 抹手毛巾 cushion 垫子
(throw) pillow 靠枕 club chair 扶手椅
love seat 鸳鸯椅 coffee table 咖啡桌
end table 茶几 lamp 灯
lamp shade 灯罩 wall unit 靠墙组合柜
bookcase 书橱 book 书
drape 窗帘 plant 植物
planter 花盆 toothpaste 牙膏
vase 花瓶 fireplace 壁炉
(fireplace) screen 遮火板 mantel 壁炉架
Picture 画像 (picture) Frame 相架
Side Table 边桌/小茶几 Ottoman 软垫长椅
Rug 地毯 Floor
Celling 天花板 Night Table/Nightstand 床头柜
Headboard 床头板 Throw Pillow 靠枕
Bed 床 Bedspread 床罩
Housekeeping English Multi-Skill Hotel English
ADDITIONAL VOCABULARY
Dust Ruffle 绉边床裙/床幕 Chest (of drawers) 五斗柜
Drawer 抽屉 Handle/Pull 手柄
Dresser 梳妆台 Pillowcase 枕头套
Pillow 枕头 (fitted) Sheet 套褥床单
(flat) Sheet 床单 Comforted/Quilt 被子
Electric Blanket 电毯 (heat) Control （热）调节器
Mattress 床褥 Box Spring 弹簧床座
Guest Towel 客用毛巾 Soap Dispenser 肥皂液容器
Tile 瓷砖 Bathtub/Tub 浴缸
Bath Towel 浴巾 Bath Mat/Bath Rug 擦角垫
Toilet 抽水马桶 Shelf 搁架
Light Switch 电灯开关 Towel Rack 毛巾架
Doorknob 门把手 Toilet Paper 手纸
Medicine Cabinet 药橱 Cup 口杯
Toothbrush 牙刷 Toothbrush Holder 牙刷架
Soap Dish 肥皂缸 Sink 水池/水槽
Hot Water Faucet 热水龙头 Cold Water Faucet 冷水龙头
Shower Head 淋浴喷头/莲蓬头 Shower Curtain Rob 淋浴帘支条
Iron 熨斗 Ironing Board 熨衣板
Scrub Brush 擦洗毛刷 Dust Cloth 抹布
Dustpan 簸箕 Whisk Broom 小笤帚/小扫把
Carpet Sweeper 地毯清扫器 Vacuum Cleaner 真空吸尘器
(sponge) Mop 海绵拖把 (dust) Mop 掸尘拖把
(wet) Mop 湿水拖把 Bucket/Pail 水桶
Sponge 海绵 Washer/Washing Machine 洗衣机
Measuring Cup 量杯 Laundry 要洗或已洗的衣服
Hamper 有盖提篮 Laundry Bag 脏衣服袋
Laundry Basket 脏衣服篓 Clothespin 晒衣夹
Thress-pronged plug 三脚插头 (wall) Socket/Outlet 插座
Bulb 灯泡 Extension Cord 拖线
Housekeeping Terminology Multi-Skill Hotel English
ROOM STATUS
V: Vacant 空房 OCC: Occupied 住客房
V/C: Vacant Clean 干净的空房 V/D: Vacant Dirty 脏的空房
O/C: Occupied Clean 干净的住客房 O/D: Occupied Dirty 脏的住客房
S/O: Slept Out 外宿房 DND: Do Not Disturbe 请勿打扰
G/I: Guest In 客人在房间 NNS: No Need Service 拒绝服务
: Out of Town 离开本地 : Out of Order 坏房
D/L: Double Lock 双锁 : Long Staying Guest 长住户
E/D： Expected Departure 预离房 E/A： Expected Arrival 预抵房
H/U: House Use 自用房 : Very Important Person 贵宾房
Complimentary: 免费房 Group: 团队
: 散客 Contrac: 协议
ROOM TYPE
ST: Standard Twin Room 标准双人间 SD: Standard Double Room 标准单人间
SUT: Supier Twin Room 高级双人间 SUD: Supier Double Room 高级单人间
SU: Supier Room 高级间 SUS: Supier Suite 高级套间
EXT：Executive Twin Room 商务双人间 EXT：Executive Double Room商务单人间
EXS：Executive Suite 商务套间 PS： Presidental Suite 总统套间
HD: Handicape Room 残障房 Conecting Room: 连通房
Bed Room: 卧室 Sitting Room 客厅
Bath Room 卫生间 Kitchen 厨房
