酒店初级英语情景对话

酒店初级英语情景对话

一、房务部（前厅）

1、Making a Reservation 预订客房

Reservationist(R): Good afternoon. What can I do for you?

下午好，我能帮您什么吗？

Client (C) : Good afternoon. I’m calling from Beijing Foreign Trade

Company. Is it possible for me to have a suite?

下午好，这里是北京外贸公司，我想订一间套房，有吗？

R: Certainly, can you give me your name please, sir?

有的，先生，可以告诉我您的名字吗？

C: West, W-E-S-T.

R: Thank you, Mr. West. But by the way, how long will you stay here? 谢谢，WEST先生。请问你要住多久呢？

C: I’ll stay here for quite a long time.

我将会住很长一段时间的。

R: I’m glad you will be staying at our hotel for a long time.

很高兴你将会在我们酒店长住。

C: How much is the suite, please?

请问套房多少钱呢？

R: Your suite is 320 yuan (RMB) per day.

您订的套房一天是320元。

C: Does that include attendance?

有包括服务费吗？

R:Three hundred and twenty yuan a day, service included.

320元一天，包含服务费。

C: Meals included?

餐费有包含在内吗？

R: Meals are extra, not included.

餐费是另外算的，不包含在内。

C: What services come with that?

都还有些其他的什么服务吗？

R: For three hundred and twenty yuan a day, you will have one bedroom

with air-conditioning, a sitting room, a bathroom, a colour TV set, a telephone and a major international newspaper delivered to your room every day.

您的房间有一间带空调的卧室，一间客厅，一间浴室，一台彩电，一

部电话并且每天都有主要的国际新闻报送到您的房间。

C: Do I have to pay in advance?

我需要提前预付吗？

R: Yes, you may pay half of it. The account will be settled later.

要的，您需要先预付一半，稍后会设定一个帐户。

C: On which floor is the suite?

套房在几楼呢？

R: We have reserved two suites for you to choose. One is on the first floor,

the other on the thirteenth floor. Both of them have a bathroom and face to the south.

我们提供两个套房供您选择。一个是在一楼，另一个是在十三楼。两

个套房都带浴室并且都是朝南的。

C: What’s the difference between them？

它们之间有什么不同呢？

R: The conditions and the prices are the same. No difference.。

条件和价格都是一样的，没什么不同。

C: Which is quiet? I want a quiet one. I hate noise at night.

哪一间更安静？

R: The one on the thirteenth floor is very quiet. The room number is

1316.

三楼的那一间是非常安静的。房间号是1316。

C: I think I’ll take the one on the thirteenth floor.。

我想我还是订三楼的那一间吧。

R: OK. And your arrival and departure dates?

好的，那您抵店和离店的日期是？

C: I don’t know, but it could be seventeen to twenty days.

不知道，但是大概会住17至20天吧。

R: Then we can only confirm a room from the 10th to the 27th. I’m afraid

we won’t be able to guarantee you the room after the 27th.

那我们只能确认一个房间给您，从10号至27号，恐怕我们不能保证

27号之后有房间给您了。

C: What if there isn’t any room then?

是不是那之后都没有房间了？

R: Don’t worry, sir, We can either put you on a waiting list or find you a

room in a nearby hotel.

不要急，先生，我们也可以将您列在等候名单上或者在最近的地方为

您找一家酒店。

C: Fine, thank you. Good-bye.

好的，谢谢，再见。

2、Reception 接 待

Scene: A car pulls up in front of Landscape hotel and a doorman (Dm)

goes forward to meet the guests, opening the door of the car for

them.

一辆车在山水大酒店前停下了，行李员上前为客人打开车门。 Dm: Good evening, sir and madam. Welcome to our hotel.

晚上好，先生女士。欢迎光临我们酒店。

Mr. Bellow (B): Thanks. Good evening.

晚上好，谢谢。

Dm: (Opening the trunk, taking out the baggage and looking at the name

on the baggage tags)

打开车后箱，取出行李并看着行李标签上的名字。

I’m the doorman, Mr. Bellow. So you have got altogether four pieces of

baggage?

我是这儿的行李员，BELLOW先生。您一共有四件行李是吗？ B: Er… Maybe five, Margaret (M)

嗯。。。可能有五件吧，MARGARET。

Dm: Five? Oh, sorry. Let me have a check again.

五件？对不起，我再检查一次。

M: Oh, no, Henry, Always poor memory! We’ve got only four.

不是的，HENRY，你老是健忘，我们只有四件行李的。

B: I see. 我知道了。

(To the doorman) Sorry, boy, You’re right. Four pieces.

对行李员说：对不起，你是对的，我们只有四件行李。

Dm: Never mind, Mr Bellow. The Reception Desk is straight ahead. After

you, please.没关系。

BELLOW先生。总台就在前面，您先请。

B: Yes, thank you. 好的，谢谢。

3、Inquiring Information询 问

Receptionist (R) : Good afternoon, sir. 下午好，先生。

Mr Bellow (B) : Good afternoon, Could you please mail a letter for me? 下午好，你能为我寄一封信吗？

R: Yes, Have you stuck on the stamps yet? 好的，请问邮票贴了吗？ B: No. I need to buy some. 还没有，我得去买一些。

R: (Looking at the letter) is it to San Francisco?

（看着信件）这是寄到圣弗兰西斯科的吗？

B: Yes. And I’d like to send it by ordinary air mail.

是的，我想就普通的航空邮寄就可以了。

R: (Weighing the letter on the scales) Two yuan and sixty fen。

（将信件称重）2.6元。

B: Overweight? 超重了吗？

R: Yes.是的。

B: Two yuan and sixty fen. 2..6元(60分=6角)

R: thank you. Here it is 给你，谢谢。

(Giving the money).（付钱）

R: Here are your stamps. Please stick them on together with the air mail sticker on the front of the envelope.

这是您的邮票，请将它们和航空信件的标签一起贴在信封的前面。 B: All right. One more thing, I want to send a telex and a fax to New York.

Can you arrange it for me?

好的，还有一件事，我想发一份电报和一份传真到纽约，你能为我

安排一下吗？

B: Oh, yes, sir. We have telex and fax service in our hotel. Would you

please go to the business centre? You can send your telex and fax there.可以的，先生。我们酒店吸提供电报和传真服务。您可以在那儿发电报和传真。

R: Well, I’ll be going there. Thank you for your information.

好的，我这就过去。谢谢你提供的信息。

B: You are welcome. 不客气。

4、Dealing with leaving Procedure办理离店手续

Bell Captain (BC): This is the Bell Captain’s Desk. May I help you? 这里是礼宾台，有什么可以帮到您的吗？

Guest (G): I’m going to check out soon. Could you pick up my luggage,

please? 我要退房了，你能上来拿行李吗？

BC: Certainly, sir. May I have your room number, please?

可以的，能告诉我您的房间号码吗？

G: Yes. It’s 2932. 。好的，2932房。

BC: Room 2932.We will send a bellman immediately. Could you wait in

your room, please?

2932房，我们会马上派一名行李员上去，您在房间里等，行吗？ Bellman (B): Good morning, sir. I’ve come for your bags.

早上好，先生，我是来帮您出行李的。

G: Thank you. Could you take these two suitcases, please? I’ll bring the shoulder bag with me.

谢谢，你帮我拿这两个行李箱好吗，我拿背包。

B: Certainly, sir. Two suitcases? 好的，两件行李箱是吗？

G: Yes. 是的。

B: Is there anything valuable or breakable in them?

里面是否有贵重物品或者易碎物品呢？

G: No. 没有。

B: This is your claim tag, sir. We will keep your bags at the Bell Captain’s

Desk. Could you pick them up there, please?

这是您的行李标签，我们会将行李放在行李台。您到那儿取行李好

吗？

G: Certainly. 好的。

B: Thank you, sir. 谢谢您。

5、Smiling welcome微笑相迎

Scene:The Smiths (G)emerge from a lift.A floor attendant (FA)meets

them in the corridor. Smiths一家人从电梯里出来，一个楼层服务员在通道迎接他们。

FA:(Smiling)Good morning,sir and madam.May I show you to your

room?

（微笑）早上好，先生、女士们。我可以带你们到房间吗？

G:Yes,please.Here is our room key.好的，请。这是我们房间的钥匙。 FA:Please come this way.(after a while)Here we are. After you,sir and

madam.(The FA opens the door, they enter the room.) 这边请（一会儿后）。我们到了，你先请，先生女士们。（服务员打开门，他们进房间了。）

G:Thank you. When will our baggage arrive?

谢谢你，我们的行李什么时候送上来。

FA:The bellman will take it up soon.行李员一会就会将行李送上来的。

G: Very well.

非常好。

(The bellman comes with the baggage and knocks at the door.)（行李员将

行李送上来了并敲门）

B:May I come in?Your baggage is here.

我可以进来吗？你们的行李送到了。

G:(opening the door)Oh,good.Come in, please.（开门）好的，请进。 B:Four pieces altogether.Is that correct?总共4件，是吗？

G:Yes, thank you.是的，谢谢。

B:You are welcome.不客气。

6、Dialog A. checking in a Guest 登记住店

Scene: Mr Smith has just arrived at the hotel. The receptionist(R) is

receiving him.史密斯先生刚到旅馆，接待员正接待他。

R: Good afternoon, sir, May I help you?

下午好，先生，我能帮得上忙吗？

G: Good afternoon,I’d like to have a single room here.

下午好，我想要一下单间。

R: Do you have any reservations, sir?先生，您有预定吗？

G: Yes, I made a reservation two weeks ago.是的，我两周前预定了。 R: May I have you name?您贵姓？

G: John Smith. Mr Smith.约翰史密斯。

R: Just a minute, Mr Smith. I’ll check the arrival list.

史密斯请稍等，我想核对一下到达名单。

Yes, we do have a reservation for you. Mr Smith, you’d like to have a

single room for three days. Am I correct?

是的，我们确实有一个预订是您的。史密斯先生，您要一个单间三天，

是吗？

G: Yes.是的。

R: Well, would you please fill in this form?

好的，请填下这张表格好吗？

G: All right. Here you are. Is everything all right?

好的，给你，我填的对吗？

R: Let me see „ Name, Address, Nationality, Forwarding address,

Passport number, place of issue, Date of departure and Signature. That’s all right. Thank you.

May I have a look at your passport ,sir?

我看看，姓名，地址，国籍，转递地址，户照号码，发行地址，离开日期和签名，可以了，谢谢。我能看下你的户照吗先生？

G: Here you are.给您。

R: Thank you. (He gives it back after checking.) Here you are.

谢谢。（看完后还给了他）。还您。

Mr Smith, you room number is 1820, and here is your room key. The room rate is US $ 60per night.

史密斯先生，你房间的号码是1802，这是钥匙，房价是每晚60美

元。

G: very well.好的。

R:Now, the bellman will help you with your baggage and show you to

your room.

现在，侍者将帮您拿行李，带你去房间。

G: Thank you.谢谢。

R: You are welcome. Hope you will enjoy your stay with us. Good-bye. 不用谢，希望您和我们相处得愉快，再见。

7、Dialog B. Receiving a Tour Group 团体登记

Scene: Mr Smith, a tour director, comes up to the Front Desk and speaks

to the receptionist.史密斯先生，是旅行团的经理，来到前台和

接待员说话。

R: Good morning ,sir. What can I do for you?

早上好，先生，需要帮助吗？

G: Good morning. I’m John Smith, the tour director of the International

Travel Agency. We made a reservation for 10double rooms last month.早上好，我是约翰史密斯，国际旅行机构的经理，上个月我们预定了10间双人间。

R: Nice to see you, Mr smith, Would you please wait for a minute? I’ll

check the arrival list, Yes, we have your reservation. You’d like to have 10 double rooms for two days.

很高兴见到您，史密斯先生，请稍等片刻，我查看一下到达名单，

是的，有您的预定，您预订了两天的10人间双人房。

G: Yes, We’ll stay here for two days.是的，我们会呆2天时间。 R: Have you got a group visa?您有团队签证吗？

G: Yes here it is.有，在这。

R: May I take a copy of it?我能复印一下吗？

G: Yes,please.可以。

R: Sorry to have kept you waiting. Here you are. Now would you please

fill in this form?让您久等了，给您。能填下这张表格吗？

G: All right. Here you are.好的，给您。

R: Thank you. We’ll give you 10 rooms, from Room 501 to Room

510.here are the room keys. The bellmen will take your baggage up to your rooms later.

谢谢，我会给您10间，从501到510，这是钥匙。稍后行李员会帮

您把行李拿到房间。

G: thank you.谢谢

R: You are welcome. Hope you’ll enjoy your stay with us. Good-bye. 不用谢，希望您和我们相处得愉快，再见。

G: Good-bye.再见。

8、Dialong A. Booking AirTickest 预订机票

Scene: Mr Black wants to visit Beijing. He is booking the tickest at the

Bell Captain’s (B) desk.布莱特先生想去北京参观，他正在行李员领班那儿预定机票。

B: Good afternoon, sir. May I help you?下午好，先生，需要帮助吗？ G: Yes. My wife and I would like to go to Beijing by plane on Friday.

Can you get the tickets for me?

是的，我妻子和我星期五想乘飞机去北京，您能帮我买票吗？

B: May I know your name and room number?您的姓名和房号是多少？ G: Bill Black. Room 976.比尔，布莱克，976房间。

B: what time would you like to leave?您想要什么时间走？

G: Early in the moring, if possible.如果可能的话，明早赶早。

B: (He checks the plane timetable) Will 7:15 be all right?

（查看航班时间）7：15可以吗？

G: Yes, that will be fine.好的，可以。

B: Just a moment, I’ll call the airline to see if there are tickets for you. 稍等，我打个电话给航空公司看看是否有票。

(a few minutes later)

Sorry to have kept you wiating. I’ve booked two tickests for you， Please come and collect them here tomorrow morning.

久等了，我为您预定了2张票，请明天早上到这来核对。

G: Thank you, How much do I owe you for the tickets?谢谢，票价多少？ B: It’s 1600 yuan. 1600元。

G: Shall I pay you now?现在付给您吗？

B: You may pay me when you get the tickets.您拿到票再付给我钱。 G: Thank you.谢谢。

B: You’re most welcome. Good-bye.真的不用客气，再见。

9、Dialong B. bidding Farewell 告别

Scene: Mr Jones (G) thanks the hotel satff for their hospitality and leaves the hotel for xian.约翰先生感谢酒店员工的热情，然后离开酒店去西安。

FA: Good morning, sir. Anything I can do for you?

早上好，先生，有什么需要我帮助的吗？

G: Good morning. Sir. How time flies. Now we have to leave for xian. 早上好，先生，时光飞逝，现在我不得不去西安了。

FA: what a pity! I wish you could stay longer, sir.多遗憾啊，我希望您能留下来，先生。

G: We have to go. But we really enjoyed our stay in Beijing.

我们必须得走了，但我们在北京真的相处得很好。

FA: How do you like china?你觉得中国怎么样？

G: China is a country with an ancient civilization. It’s great.

中国是一个有着古老文化的国家，很伟大。

FA: I’m glad to hear that. Did you enjoy your stay in Beijing?

我很高兴听到这些，你们在北京愉快吗？

G: Yes, we did. We appreciate your service and your hospitality very

much.

是的，很愉快，我们非常欣赏你们的热情服务和对我的盛情款待。 FA: Thank you for your kind compliment. We are glad to be at your

service. We all look forward to having you again at our hotel.？

感谢您善意的称赞，我们很高兴为您服务，我们都希望你们再次光临

我们酒店。

G: Yes, we’ll come back before long.不久后，我们还会回来的。

FA: May I help you with your luggage and see you off?要我帮您提行李送您吗？

G: No, thank you. I can manage myself. Good-bye.

不用了，谢谢，我会照管好自己的，再见。

FA: Good-bye. Have a nice trip.再见，旅途愉快。

二、房务（客房）

1、Guiding the Guest to Their Rooms引客进房

Floor Attendant (FA): (Smiling) Good afternoon, sir and madam. Did you

have a nice trip? 下午好，先生女士，您们旅途愉

快吗？

Mr. Bellow (B): Yes, thanks. 是的，谢谢。

FA: Welcome to the ninth floor. I’m the floor attendant. Just let me know

if there is anything I can do for you.

欢迎到9楼，我是楼层服务员。如果有什么需要，请告诉我。 B: Where is Room 908, please? 908房在哪儿呢？

FA: Ah, Mr. and Mrs. Bellow. Would you care to step this way, please? It

is along here.

BELLOW先生、夫人，请走好，沿着这儿走就可以了。

Mrs. Bellow(M):Oh, how do you know our name?

你是怎么会知道我们的名字？

FA: It was on the arrival list for room 908.Here we are. May I have your

key, please? Let me open the door for you.

您们的名字在908房的预抵名单上，把房间的钥匙给我好吗？我帮

您们开门。

B: Here it is. 在这。

FA (Knocks at the door first, opens it, and precedes the guests into the room and turns on the light) This way, please.（先敲门，然后引领客人进房间并开灯）这边请。

B: Thank you. When will our baggage arrive?

谢谢，我们的行李什么时候送上来？

FA: Your suitcases will be here shortly. The bellman is handling them. 您们的行李马上就送上来了。行李员正在处理当中。

B: Very well(Looking around the room.) 非常好（环视房间）

FA: How do you like this room? 您觉得这房间怎么样呢？

M: Oh, it looks comfortable and cozy. We like it very much.

看起来很舒适。我们很喜欢。

FA: (Drawing the curtains aside) The room is facing south and commands

a good view of the Huangpu River.

（把窗帘拉开）这房间朝南并面对着黄浦江，景色很好。

M: Yes, how lovely it is! 是的，真的很美！

FA:(Handing the room key to Mr. Bellow) Here is your key, Mr. Bellow.

（把房间钥匙交给BELLOW先生）这是您的钥匙。

2、Chamber Service客房服务

Attendant(A): Housekeeping. May I come in?

客房服务，我可以进来吗？

Bellow(B): Yes, please.请进。

A: When would you like me to do your room, sir?

我什么时间可以开始打扫房间呢

B: You can do it now if you like. I was just about to go down for my breakfast when you came. But before you start, would you do this for me?

只要你喜欢，现在就可以。我现在就在下去吃早餐了，但是在你开始打扫之前，能不能帮我做件事？

A: Yes, what is it? 可以的，是什么事呢？

B: I would like you to go and get me a flask of hot water. I need some hot

water to wash down medicine after breakfast.

我希望你去拿一个装热水的保温瓶。我吃完早餐要用热水泡这些药。 A: I’m sorry that your flask is empty. I’ll go and get you another flask

that’s full at once.

非常抱歉保温瓶是空的。我马上去拿另一个装满水的的来。

B: Thank you. 谢谢。

3、Laundry Service洗衣服务

Room Attendant(RA):Excuse me,Mr.Bellow.Have you any laundry?The

laundryman is here to collect it.

对不起，打扰了，BELLOW先生，您有在送洗的衣服吗，洗衣工现

在过来收了。

Mr Bellow(B):No,not now,thank you. 不用了，现在不用，谢谢。

RA:If you have any, please just leave it in the laundry bag behind the

bathroom door.The laundryman comes over to collect it every morning.

如果您有的话，只要把它们入在浴室门后面的洗衣袋里就可以了，

洗衣工每天早上都会过来收的。

B:Thank you. 谢谢。

RA: Please tell us or notify in the list whether you need your clothes

ironed, washed, dry-cleaned or mended and also what time you want to get them back.

请在单子上面写明你的衣服是否要熨来，水洗，干洗或者需要修补，

也可以告诉我们你想什么时候取回衣服。

B:I see.What if there is any laundry damage?I wonder if your hotel has a

policy on dealing with it.

我知道了，万一有的衣服洗坏了，我想知道你们酒店是否的处理这方

面问题的政策。

RA:In such a case,the hotel should certainly pay for it. The indemnity

shall not exceed ten times the laundry.

如果发生这样的事情，酒店肯定会赔偿的。洗衣的赔偿是不超过10

倍的。

B: That sounds quite reasonable. I hope there’s no damage at all.

听起不很合理，我希望什么破损都没有。

RA: Don’t worry, sir. The Laundry Department has wide experience in

their work.

不用担心先生。洗衣部对他们的工作有丰富的经验。

B: All right. Thank you for your information. 好的，谢谢你啊。 RA:Not at all. 不用谢。

4、Wake-up Call Service 唤醒服务

A:Good evening.This is Mr.Smith in room 505.

晚上好，我是SMITH先生，505房间的。

B:Good evening,Mr.Smith.What can I do for you?

晚上好，SMITH先生，有什么我可以帮到你的吗？

A:I’m going to Tianjin early tomorrow morning.So I would like to request an early morning call.

我明天早上一大早就要去天津了。因此我想要叫醒服务。

B:Yes, Mr.Smith,at what time would you like us to call you tomorrow morning? 好的，你希望我们明早几点叫醒你呢？

A:Well,I’m not really sure.But I have to be at the conference room of the Tianjin by 10 o’clock..You wouldn’t know how long it takes to drive to Tianjin from the hotel,would you?

我也不太确定，但是我明天10点要在天津参加一个会议。你知道从酒店开车到天津要多长时间吗？

B:I would give it to three and a half hours. 大概要三个半小时。

A: That means that I’ll have to be on the road by 7 o’clock at the least. 那意味着我至少7点就要出发了。

B: That’s right.是的。

A: Well, in that case, I would like you to call me at 5:30?

如果这样的话，请在5：30叫醒我。

B: O.K. so we will wake you up at 5:30 tomorrow morning Good night, Mr. Smith. Have a good sleep.

好的，我们明早会在5：30叫醒您的，晚安，SMITH先生，睡得好觉。

A: Good night.晚安。

5、Hospitality Service 热情服务

Scene:The Smiths(G)have just checked in.They are now in their room. Smiths一家人刚刚入住，现在他们在他们的房间里。

FA:(knocking at the door)Housekeeping.May I cme in?

（敲门）客房服务员，我可以进来吗？

G:Yes, come in,please.可以，请进。

FA:Here is tea and some fresh towels for you.

这儿有茶和一些新的毛巾给你们。

G:Oh,we like Chinese tea.Could you tell me the time?we have just come

from San Francisco.

我们喜欢中国的茶，能告诉我时间吗？我是从圣弗兰西斯科过来的。 FA:It’s two o’clock in the afternoon.现在是下午2点。

G:We left San Francisco at 9:00 p.m. on the 21st and now it is the 23rd. why?

我们是21号晚上9：00离开圣弗兰西斯科，而现在是23号，为什么？ FA:Time is the same throughout the whole china, but time here is 16

hours ahea of West Coast Time in your country.So it’s now 10 p.m. of the previous day in San Francisco.

全中国的时间都是一样的，但是这里的时间比西海岸国家的时间早

16个小时，因此现在圣弗兰西斯科那边是前一天的晚上10点。 G:No wonder I feel so sleepy.难怪我觉得想睡觉。

FA:Have a good sleep and you will feel better tomorrow.

好好睡一觉，你明天会觉得好多的。

G:Thank you.谢谢。

FA:I hope you’ll soom get used to the time difference.Good-bye.

我希望你会很快适应时间差的，再见。

G:Good-bye.再见

6、Shopping for the Guest on Request 代客购物

Scene:Mr White(G) calls the floor attendant(FA)early in the monring. White先生，很早打电话到楼层服务员。

FA:Good morning, sir. What can I do for you?

早上好，有什么可以帮到你的？

G:I’d like to tell you that some friends are coming to celebrate my birthday tonight.Would you please get a birthday cake and some fruit for me?

我想告诉你晚上我朋友会来这儿为我庆祝生日，你可以为我准备一个生日蛋糕和一些水果吗？

FA:Yes,of course.What kind of fruit would you like,bananas, tangerines or grapes?

当然可以。你想要什么水果呢？香蕉、桔子、还葡萄？

G:Some bananas and grapes,please.一些香蕉和葡萄吧。

FA:How many of each?每种多少呢？

G:One kilogram of bananas and two kilograms of grapes.

1公斤香蕉和2公斤葡萄

FA:Yes, sir.Anything else?好的,先生,还有别的吗?

G:Hm„

FA:Would you like some flowers?你需要一些花吗?

G:That’s good idea.Can you help me to get some?

好主意,你能帮我买一些吗?

FA:Yes,I can.What kind of flowers would you like?

可以的,你想要什么花呢?

G:A basket of tulips.一篮郁金香.

FA:Yes.A birthday cake,some fruit and flowers.Is that correct?

好的,一个蛋糕,一些水果和鲜花,对吗?

G:Right.Now,here is the money for them.Is it enough?

对,现在这里买那些东西的钱,够吗?

FA:I think it’s quite enough.我想绝对够了.

G:Many thanks.非常感谢.

FA:It’s a plearure.这是我的荣幸.

7、Complaining about Facilities设施投诉

Scene:Mr White(G) is not satisfied with the facilities in their room and

complains to the Housekeeper(H)by phone.

White先生对他们房间的设施不满意,打电话向客房服务员投诉. G:Hello.Is this the Housekeeper?你好,是客房服务部吗?

H:Yes.May I help you, sir?是的，有什么可以帮到你的吗，先生？

G:Yes.This is Mr White, Room 315.I checked in half an hour ago.The

door to the bathroom won’t lock.And the hot water doesn’t run away in the shower.

我是315房的怀特先生，我是半小时前入住的，浴室的门关不上，而且淋浴出不了热水。

H:Oh,I’m sorry to hear that, I do apologize for having caused you such

inconvenience.I’ll send a mechanic to your room right away.

很抱歉，对你引起了这些不便，我向你道歉。我马上派一个维修工到

你房间。

G:Could you chane a room for me?你能帮我换一个房间吗？

H:I’ll contact the Front Desk and see if there is a room available.(after

several minutes)Would you like to move to Room 505?We’ll help you with your luggage.

我与总台联系一下看是否有房间可以换，（几分钟之后）帮你换到505

房可以吗？我们帮你搬行李。

G:It’s very kind of you.你真是太好了。

H:You are welcome.A bellman will come to help you with your luggage

in a minute,Sir.Room 505 is in good condition.I’m sure you will like it.Just let us know if you have any problem.Good-bye.

不客气，一会儿后行李员会上来帮你搬行李，505房的条件很好，我

相信你会喜欢的。如果有什么问题，请告诉我们，再见。

8、Complaining about Service 服务投诉

Scene:It is 11:30 p.m. Mrs White(G)just arrives and checks her room. She

complains to the Housekeeper(H).

现在是晚上11：30，怀特夫人刚刚才到她的房间，好向客房部投诉。 H:Good evening,madam.Can I help you?

晚上好，女士，有什么可以帮助你的？

G:Yes, I’m Mrs White, Room 328.I’ve just checked in.

是的，我是White夫人，328房的。我是刚入住的。

H:Is everything all right in your room?你房间里一切都好吗？

G:No.The pillow cases are stained and the bathtub is not clean.There is

no toilet paper in the bathroom.

不，枕头套是脏的，浴缸也不干净，浴室里没有厕纸。

H:I’m terribly sorry.I’ll attend to it right away.We usually check every

room before guests move in.But we have been extremely busy with a large conference.What’s more,it’s the peak season.We might have ovrerlooked some points.I’ll send a chambermaid to your room right now.

真的非常抱歉，我会马上跟进的，通常我们在客入住前都会检查每个房间，但是我们在忙于一个大会议。再说，现在是旺季，我们可能忽略了一些细节点，我会马上派一个女服务员到你房间。

G:All right.好的。

H:I’m sorry to have caused you such inconvenience.I assure you such

things won’t happen again.Thank you for telling us.

非常抱歉给您造成如此不便，我保证这样的事情将不会再发生。谢谢您好告诉我。

G:By the way, can you tell me where I can get something to eat?I’m a bit

hungry.

顺便问一下，哪里有吃的，我有点饿，

H:The coffee shop is still open.You could try it if you like.

咖啡店还开着，如果你喜欢可以看看。

G:Thank you.谢谢。

9、Dialog A. talking about the laundry Service 谈论洗衣服务

Scene: hearing someone knocking at the door, Mr Brown (G) opens the

door. it is the valet(V).

听到有人敲门，布郎先生打开了门，是男侍者。

V: Excuse me, sir. Have you any laundry?

打搅了，先生，您有衣服要洗吗？

G: Yes, I have.是的，有。

V: Would you please fill in the laundry list first?请先填下洗衣单好吗？ G: Where is it?在哪？

V: It’s in the drawer of the writing desk.在写字台的抽屉里。

G: Fine .(after a while)Here it is.好的（一会儿后）给您。

V: Please give me your laundry bag. One shirt, one coat, a pair of socks

and a pair of trousers. There are 4 pieces altogether.

请把洗衣袋给我。一件衬衫，一双袜子，一条裤子，总共4件。 G: There is a stain on my coat. Can you remove it?

我的外套上有一处染色了，能洗干净吗？

V: We’ll do our best, but we can’t guarantee anything.

我们会尽力，但不能保证。

G: It’s all right. I’d like to have my coat dry-cleaned.

好吧，我要把外套拿去干洗。

V: Yes, I see.好的，我明白。

G: When will they be ready?什么时候洗完？

V: At about 5:00p.m.tomorrow.大概明天下午5：00

G: All right. Thank you.好的，谢谢。

V: You are welcome.不用谢。

10、Dialog A. A Morning Call 叫早服务

Scene: Mr Hobson (G) asks the floor attendant (FA) for morning call

service.

Hobson先生叫楼层服务员提供叫早服务。

G: Could you do me a favour, young lady?

您能帮我个忙吗？小姐。

FA: Surely, sir.当然，先生。

G: This is my first visit to China. I’m not used to the time difference yet.

Could you arrange a morning call for me for tomorrow?

我第一次来中国，我还没习惯时差，您明天为我安排一个叫早服务吗 FA: Yes, sir.好的，先生。

G: I’d like to get up early tomorrow morning. Mrs Hobson and I are

going to visit the Great Wall. People say the Great Wall is really magnificent. We want to set out early.

我明早想早起，Hobson太太和我打算去参观长城，人家都说长城很壮观，我们想早点出发。

FA: There is the famous Chinese saying:“He who does not get to the

Great Wall is not a hero”.

中国有句有名的话：“不到长城非好汉。”

G: It sounds interesting! We will surely get to the Great Wall and become

great men.

听起来很有趣，我们确定能到达长城，成为好汉。

FA: I am sure you will. At what time would you like to get up, sir? 我相信您能行，明早想几点起床？

G: At half past 5,please.5点半。

FA: Would you like to be waked by phone or by knocking at the door? 您想要电话叫醒您还是敲门叫醒您呢？

G: By phone, please. I don’t want to disturb the neighbours.

电话，我不想打搅邻居们。

FA: Very well, sir. I’ll tell the operator to call you up at 5:30. Your room

number is 908. Am I correct?

好的，先生，我会让接线员5：30叫醒您，您房号是908是吗？ G: Yes , you are right.是的，对了。

FA: Good night, sir. Sleep well and have pleasant dreams.

晚安，先生，做个好梦。

三、财务前厅

1、The Cashier 收 银 员

Cashier (C) : Good afternoon, sir. Can I help you?

下午好，先生，有什么我可以帮到您的吗？

Mr Bellow (B) : I’d like to change some US dollars and I’d like to know

today’s exchange rate.

我想换一些美元，并且想知道今天的汇率。

C: According to today’s exchange rate, every US dollar in cash is

equivalent to 7.32 yuan RMB. How much would you like to change, sir?

根据今天的汇率，1美元的现金相当于7.

32元的人民币。您想换多少呢，先生？

B: Well, I’ll change one hundred and here’s the money.

我要换100美元。钱在这儿。

C: Would you please fill in this form? 请填写一下这个表格可以吗？ B: All right.好的。

C: Please write your name, passport number and room number on the slip.

请写下您的姓名、护照号码和房号。

B: Here you are.给你。

C: Thank you. You’ll have it right away. Will you sign your name here on

this memo?

谢谢您，马上给您换钱。请您在备忘录是签个字好吗？

B: OK. Will you please give me some one-yuan notes? I need some small

change.

好的，你能给我一些1元的钱吗？我想要一些零钱。

C: All right.好的。

(Changing the money) 换钱

Mr. Bellow, here it is. Please have a check and keep the exchange memo. BELLOW先生，给您，请您核对保管好兑换单。

B: Oh, yes, thanks. By the way, can you tell me what I should do with the

RMB left with me?

好的，谢谢，顺便问一下，我剩下的人民币要怎么办呢？

C: You’ll have to go to the Bank of China or the airport exchange office

to change it back into dollar。

您可以到中国银行或者机场的外汇办公室将它们换回美元。

B: I see. Ihanks. 我明白了，谢谢。

C: You are welcome.不客气。

2、Paying the Bill付账

Waiter:Would you like something else,sir?还要些别的吗？

Guest:No,thanks.Can I have the check?不用了，谢谢。我可以结账了

吗？

Waiter:Yes,sir.Here is your bill.可以的。这是你的账单。

Guest:How much?多少钱？

Waiter:Your bill totals 450RMB,sir.总共450元，先生。

Guest:(Going over the bill)What’s the 110RMB for?（看一下账单）110

元是什么钱？

Waiter:100RMB for three drinks plus 10% service charge.

100元的三瓶饮料加上10%的服务费。

Guest:Why is the drink so expensive?为什么饮料这么贵？

Waiter:I’m sorry,sir.But we have to pay high taxes on imported drink. 很抱歉，先生。但是进口的饮料税收很高。

Guest:I see.Thank you for your help.Then how much is that in US

dollars?

我知道了，谢谢你的帮助。那么用美元算是多少钱呢？

Waiter:Just a moment,sir.Today’s exchange rate is RMB 8.6 for one

dollar.So it comes to 52.33US dollars.

请稍等，先生。今天的汇率是8.6元换1美元，因此总共是52.33美

元。

Guest:Do you honour American credit cards?

你们授受美国的信用卡吗？

Waiter:Yes,sir.What kind will you use?

可以的，你是用什么类型的卡呢？

Guest:VISA card. VIS卡。

Waiter:That’ll be fine.May I take an imprint of your card,please? 那可以的，可以复印一下你的卡吗？

Guest:Here you are.给你。

Waiter:Thank you,sir.Please wait a moment.(Returns)Sorry to keep you

waiting.Could you sign here,please?

谢谢，请稍等。（回来）很抱歉让你久等了。请在这签名可以吗？ Guest:Ok,That's it.好的。

Waiter:Thank you,sir.Have a nice evenig.谢谢，祝你有个美好的夜晚。

3、Dialog A. checking Out 结帐离店

Scene: Mr Smith comes to the Cahier’s (C) Desk. He would like to check

out.

史密斯来到结账处，他要结账。

C: Good morning, sir. May I hple you?早上好，先生，需要帮助吗？ G: I’m leaving. I’d like to check out right now.我要走了，我现在要结

帐。

C: May l have your room number, sir?您房间号是多少，先生？

G: Room 907.907房。

C: Just a minute, sir.(He checks the files)Are you Mr Smith form Canada? 稍等，先生。（他检查了文件），您是来自加拿大的史密斯先生吗？ G: Yes, John Smith.是的，约翰史密斯。

C: Mr Smith, did you sign any bills in the last two hours in our hotel?

史密斯先生，最近的2个小时里你签完了我们酒店的所有账单了吗？ G: No.还没有。

C: Have you used any hotel services this morning?

今早你使用过任何酒店服务吗？

G: Oh, I made a long distance call in my room half an hour ago.

半小时前我在房间打了一个长途电话。

C: I’m afraid your final bill hasn’t reached here yet. One moment, please.

I’ll call the department concerned. (He makes a call and then adds the amount to the bill.)Sorry to have kept you waiting, sir. Here is your hotel bill.

恐怕您最后的账单还未送到这，请稍等。我打个电话给相关部门。（他

打了个电话然后把账加到账单上）久等了，先生，这是您在酒店的

账单。

G: Hm, it’s 4335 yuan in all. Here you are.合并4335元，给您。 C: Thank you, sir. Would you please sing here?

谢谢先生，请在这儿签字。

G: All right, Here you are.好的，给您。

C: thank you, Here is you receipt. Cood-bye. Hope you enjoyed your stay

with us.

谢谢，这是您的收据，再见，希望您和我们相处得愉快。

四、餐饮部

1、Settling Guests’ Complaints 处理投诉

Manager (M) : good afternoon, sir. Is there anything I can do for you?下午好，先生，有什么我可以帮到您的吗？

Guest (G): I’m very unhappy with your restaurant service. I was badly

treated by a rude waiter. He will ruin the reputation of your

hotel.

我对你们餐厅的服务很不满意。我遭受一个男服务员很无礼的对待，他会毁了你们酒店的名声。

M: I’m terribly sorry about this, sir. Thank you for bringing the matter to

our attention. I will contact the Food and Beverage Manager immediately. I’m sure he’ll deal with it.

对此我感到非常的抱歉，谢谢您把问题反溃给我们，我会马上与餐饮

部的经理联系，我相信他会处理这件事情的。

G: Yes, please do. 是的，请处理。

M: May I have you name and room number, please, sir?

可以告诉我您的名字和房间号吗？

G: Whithe, Room 1254. 怀特，1254房。

M: Please accept my apology on behalf of the hotel, Mr. White. Our Food and Beverage Manager will be contacting you. Please be assured that he will look into the matter. Just give us another chance and you’ll find everything will be right again next time you go to the restaurant. 我代表酒店向你道歉，请您接受，怀特先生。我们餐饮部的经理将会与您联系。他会很重视这件事情的。请再给我们一次机会，您将会发现，下次您光临餐厅的时候，一切都会变好的。

G: All right. I’ll try again. 那好吧，我会再来试试。

M: Thank you very much, Mr. White. 非常感谢您，怀特先生。

2、Seating Guests 安排就坐

Waiter (W): Good evening, madam and sir, welcome to our restaurant.晚

上好，先生女士，欢迎光临。

Have you a reservation, sir? 请问有预订吗？

Guest(G):I’m afraid I haven’t. Have you a table for two? 没有，有没有

两个人的桌。

W: I’m sorry to say that we haven’t got any vacant seat at present. Would

you please wait in the lounge for about five minutes? I’ll seat you if the table is ready.

很抱歉，现在没有座位了。请你在休息室等5分钟，可以吗？如果桌子准备好了，我会通知你。

G:It sounds nice.Nancy,let’s go to the lounge then.(Five minutes later.) 听起来不错NANCY。我们去休息室吧。（5分钟后）

W:I am sorry to have kept you waiting,madam and sir.Now we have a

table for you.Would you step this way,please?

抱歉让您久等了，先生女士们，现在有一张桌子给你们了。

G：(Mr.Smith suddenly catches sight of a table near the window.)May we sit there a table by the window?

（突然间有一张靠窗的桌子进入了SMITH先生的视线）我们可以坐那张靠窗的桌子吗？

W:Oh,that table has been reserved.那後桌子已经被订了。

G:It’s a pity.太可惜了。

W:Well,the table in the corner is quite good.It’s near the band

platform.There will be a performance during the meal time.You could enjoy it comfortably.

那张角落的桌子真的很好，靠近条形讲台的那张。用餐期间会有表演

看的，你会觉得很舒服的。

G:OK,I’ll listen to you.(The waiter pulls the chair out and helps

Mrs.Smith to take the seat.)好的，我听你的（服务员把椅子拉出来，让SMITH丈夫坐下）。

W:Have you anything on mind what drinks you are going to have

tonight?

你想到今晚喝什么了吗？

G:Sprite,please.

W:I’ll bring them to you right away.我马上给你拿来。

3、Taking Orders点菜

Waiter(W):Good evening,madam and sir.Do you have a reservation? 晚上好，先生女士，请问你有预订吗？

Guest(G):Yes,I’m Mr.Johnson.我是Johnson.。

W:This way,please,Mr.Johnson.Here is your table.Is this all right?

这边请，Johnson.先生。这是你的座位，可以吗？

G:Thank you.It’s nice,indeed.谢谢，非常好。

W:My pleasure.Here’s the menu.(After a while)Are you ready to order

now，madam and sir?

不客气，这是菜单。（一会儿后）你们准备点菜了吗？先生女士。 G:No,we are still looking at the menu.You see,this is our first trip to

China.Will you recommend us some Chinese dishes?

还没，我们还在看菜单呢。你看，这是我们第一次来中国，你可以给

我们推荐一些中国菜吗？

W:How much would you spend?你大概消费多少钱呢？

G:I don’t care about money.I’d like to have some good dishes of Chinese characteristics.

钱不是问题，我想要一些好的有中国特色的菜。

W:Yes,sir.Would you like shrimps with tomato,fried prawns, Peking

Duck ,sweet and sour boneless pork, red-cooked eggplant, Steamed mandarin fish and fish balls soup鱼丸汤?Six dishes and one soup,is that all right?

好的，先生，你想要茄汁虾仁、油焖大虾，北京片皮鸭，古老（咕噜）肉，红烧茄子、清蒸桂花鱼和鱼丸汤，六菜一汤，可以吗？ G:It sounds very nice,thank you.We’ll take them all.

听起来不错，谢谢。我们全要了。

W:Would you like something to drink?需要点些喝吗？

G:Yes,two beers and one orange squash,please.

要的，两听啤酒和一杯橙汁。

(After some time)过了一段时间

W:Is everything all right?菜肴还可口吗？

G:It’s delicious.非常美味

W:Would you like anything else?还要些别的吗？

G:Yes.I think we’ll have some dessert now.Could you tell us what you’ve

got?

是的，我想我们现在要一些甜品，可以告诉我们你们都有哪些甜点

吗？

W:We have pancake,pie,pudding,ice-cream,fruit…

我们有煎饼、派、布丁、冰淇淋、水果

G:Two apple pies and one hot cake.And what have you got in the way of

ice-cream?

两个苹果派、煎薄饼、你们的冰淇淋都有什么口味的?

W:We have ice-cream of all flavors such as vanilla,double flavour,red

bean and pineapple sundaes.

冰淇淋有香草味,复合口味,红豆味,波萝圣代.

G:Please bring us one vanilla ice-cream and two pineapple sundaes. 请给我们一个香草冰淇淋和两个菠萝圣代.

W:Would you like some fruit?.

需要一些水果吗？

G:Have you got fresh lychees?你们有新鲜的荔枝吗？

W:I am sorry,but it is out of season now.May I suggest fresh pine-apples? 很抱歉，但现在过季了，我建议新鲜的菠萝可以吗？

G:No,thanks.不用，谢谢。

W:All right,I’ll be back soon.好的，马上就来。

4、Serving Dishes 上菜

Mr.Bell(B):Excuse me,sir.I ordered the hairy crab but you gave me the

green crab.

先生，我点的是毛蟹但是你们却给青蟹。

Waiter(W):I’m sorry,sir.I’ll get you the head-waiter.(Soon the head

waiter(HW)comes.)

对不起，我将反溃给领班。（一会儿领班来了）

HW:I’m awfully sorry.There must have been some mistake.I do apologise

for giving you the wrong dish.I’ll change it immediately for you.The crab will take 15 minutes to prepare.Would you take some complimentary drink while waiting?

真的非常抱歉，中间肯定有出了什么错，对于上错菜，我向你道歉。

我马上帮你换，毛蟹需要15分钟的准备时间，需要些免费的饮料边喝边等吗？

B:I’m afraid I don’t have enough time to wait for the next crab.I have an

appointment at 7:00 in my room.Now it’s 6:45。我怕我没有时间等另一史蟹上来。7：00在我房间有个约会。现在6：45了。

HW：Oh,you are staying at our hotel.Mr….?

你是住在我们酒店的吗？„先生？

B:Bell,Hery Bell.

HW:Room…?哪个房间？

B:Room 908.908房

HW:Oh,Mr.Bell.I shall ask the Room Service to serve you a snack at 9:30

tonight,and you’ll have your favorite hairy carb.It’s all on the house.And now try the green crab if you don’t mind.We’ll cross the green crab off the bill.

Bell先生，在9：30的宵夜我会送餐到你的房间这样你就可以吃到你

喜欢的毛蟹了。现在如果你不介意的话，可以试一下青蟹，青蟹我们不算在你账上的。

B:That’s good.Thank you.好的，谢谢。

HW:Thank you for telling us,Mr.Bell.I assure you it won’t happen

again.Please take your time and enjoy yourself.And I hope you have a good time at our hotel.

谢谢你告诉我们，Bell先生。我保证下次不会再发生了。你请便。希

望你住店愉快。

5、At the Chinese Restaurant 在中餐馆

Waiter(W):Good afternoon,sir.Just the two of you?

下午好，先生，只有你们两位吗？

Li Ming(L):Yes.是的。

W:This way,please.Do you like this table?这边请，你喜欢这张桌子吗？ L:Ok,thank you.可以的，谢谢。

L:What will you have?你们想到什么呢？

Jack(J):This is my first trip to China.Will you recommend me some

Chinese dishes?

这是我第一次来中国，你可以推荐一些中国菜吗？

L:Of course.Would you like shrimps with tomato，fried prawns, Peking

Duck ,sweet and sour boneless pork, red-cooked eggplant, Steamed mandarin fish and fish balls soup?Six dishes and one soup,is that all right?

好的，先生，你想要茄汁虾仁、油焖大虾，北京片皮鸭，古老（咕噜）肉，红烧茄子、清蒸桂花鱼和鱼丸汤，六菜一汤，可以吗？ J:It sounds very nice,we’ll take them all.听起来很不错，我全部都要。

W:Do you like something to drink,sir?需要些喝的吗？

L:Four bottles of beer.四瓶啤酒。

W:Anything else?还要其他的吗？

J:No,thank you.(after the meal)不用了，谢谢。（餐后）。

W:Are you all through,sir?你们都吃好了吗？

L＆J:Yes.是的。

W:Did you enjoy your dinner,sir?用餐愉快吗？

J:Yes,very much.Everything was very good.很好，一切都很好。

L:May I have the bill,please?把账单给我们可以吗？

W:Here you are,sir.给您。

J:Thanks for your nice service.谢谢你们这么好的服务。

W:Not at all,we’re always glad to serve you.不客气，我们很高兴为你服

务。

L＆J:Good-bye.再见。

W:Pleasw drop in again,good-bye!欢迎下次光临，再见。

6、Talking about Chinese Food 中餐介绍

Scene:A waiter (W)come to Mr Smith(G)and gives him the menu.

一个服务员走向史密斯先生，并给他一份菜单。

W:Good evening,sir.Here is the menu.晚上好先生，这是菜谱。

G:I’d like to try some Chinese food today. Could you tell me something

about it before I give orders?

今天我想偿些中国菜，在我点之前你能先向我介绍一下吗？

W:With pleasur,sir.Chinese food is divided into eight big cuisines.The

most famous ones are Guangdong cuisine and Sichuan cuisine.

当然乐意，先生。中国菜分八大菜系，最出名的就是广东菜和四川菜。 G:Could you tell me something more about these two cuisines?

你能给我介绍更多关于这两个菜系吗？

W:Yes,sir.Guangdong food is a bit light.It uses various kinds of

seafood.Sichuan food is spicy and hot.It stresses the use of

seasonings,so no two dishes taste alike.

好的，先生，广东菜有点谈。它是用各种海鲜做的。四川菜有点辣，

它强调调料的使用，所以两道菜偿起来很不一样。

G:Very intersting.I prefer seafood.I’d like to try Guangdong food.

很有趣，我喜欢海鲜，我想偿试一下广东菜。

W:Now,would you please look over the menu first,sir? The Guangdong

dishes are listed on the left.Please take your time.I’ll be back in a minute to take your order.

先生，现在请您先（过目）看一下菜单，广东菜列在左边。请慢点，一会儿我会回来给您点菜。

7、Telephone Reservation 电话预订

Scene:The telephone in Swan House rings.A captain(c) answers the call. 场景：在天鹅宾馆电话响了。一个领班在接电话。

C:Good morning.The Swan House.Li Ming speaking.May I help you? 早上好，我是天鹅宾馆的李明您有什么需要帮助。

G:What time do you open this evening?今晚你们什么时候营业。

C:We open at six thirty, madam.And we take the last orders at ten thirty. 女士，我们6：30开始，10：30打烊。

G:Well, I’d like to reserve a table for four this evening.

好的，晚上我要预订一个4人桌。

C:Yes,madam.What time would you like to have your table?

好的，女士。你想什么时候要呢。

G:About seven,I think.我想大约7点吧。

C:A table for four at seven this evening.May I have your name,madam? 晚上7点，一张4人桌，我能知道你的名字吗，女士？

G:Leavens,Mary Leavens.

C:Thank you,Mrs Leavens.We lood forward to having you this evening. 谢谢，Mrs Leavens。我们期待今晚你的到来。

G:Oh, one more thing.Any chance of a table by the window?We’d like to

enjoy the night view of Shanghai.

噢，还有一件事，有靠窗的桌子吗？我们想欣赏一下上海的夜景。 C:I see. Leave it to me.We will try our best.Is there anything else I can for

you?

我明白，为你预留，我们将尽全力，还有什么为您服务的吗？ G:No,thanks.Good-bye.没有了，谢谢。再见。

C:Good-bye,Mrs Leavens.And have g good day.

再见Mrs Leavens。玩得愉快。

8、Complaining about Stale Food投述食物不新鲜

Scene:Mr Brown is having his dinner in the restaurant.He calls the waiter. 布朗先生正在餐厅吃晚餐。他叫来服务员。

G:Waiter!服务员。

W:Yes,sir.Is everything to your satisfaction?是的，先生，还需要什么

吗？

G:No.The prawn is not fresh.没，就是这虾不新鲜。

W:Oh,I’m awfully sorry to hear that.It is unusual as we have fresh prawns

from the market every day.We will look into the matter right

away,sir.

很抱歉，不过这很奇怪因为我们都是从市场买来新鲜的虾，我们立即调查这件事，先生。

G:What’s the use of it?It’s not fresh and I’m not happy with it.

这有什么用？这不新鲜让我很不开心。

W:I’m terribly sorry.Would you like to try something else?That will be on

the house, of course.

真的很抱歉，你要点些其他的吗？当然由我们免费提供。

G:No.I’ve an appointment in half an hour.I must go now.

不了，我半小时后还有个约会。现在必须走了。

W:I see.I’m sure everything will be all right again the next time you

come.

对的，我保证下次你来时一切都很顺心。

G:I’m afraid I won’t risk it .我恐怕不敢再冒险了。

W:I have every confidence in our chef.Just give us another

chance,sir.You’ll find this restaurant really live up to its name.

我对我们主厨很有信心，

G:All right.I’ll try again.好的，尽量。

W:Thank you very much.非常感谢。

G:Bill,please.请买单。

W:It’s all on the house,sir.算我们的，先生。

G:Thank you then.Good-bye.那谢谢了，再见。

W:Good-Bye,and hope to see you soon.再见，希望再见到你

9、Complaining about Slow Service投述服务迟缓

Scene:Mr and Mrs Smith have waited for the meal they ordered for about

half an hour.Now,Mr Smith calls the head waiter.

Smith先生和夫人等他们点的菜等了半个小时了，现在，他们叫领班

过来。

G:Head waiter!I want to have a word with you.领班，我有话跟你说。 H:Yes,sir.I’ll be with you in a minute.Is there anything else you’d like to

have,sir?

好的，马上就来，还要些别的东西吗？

G:Anything else?We have been kept waiting here for almost an hour for

the meal!

别的？我们等菜都已经等了将近半个小时了。

H:I’m terribly sorry about that,sir,There might be something wrong.You see,we’re short of help today.I’ll see to it at once.Would you like to try some drink while waiting?With our compliments,of course.

真的非常抱歉，先生。可能有些什么问题。你看，我们今天人手很缺，我马上去处理一下，你想要些饮料吗？可以边喝边等。为了我们造成的不便。

G:Well,another two martinis.好的，再来两杯马丁尼。

H:Yes,sir.One moment,please.Here you are.I’ll be backin a minute.(He

sevse the guest drinks,A few minutes later)Here are the dishes you

ordered,sir and madam.

好的，先生，请等一下。给您，一会儿后回来。几分钟后他给客人端上饮料立先生女士，这些就是您点的菜。

G:Thank you.谢谢。

H:I’m very sorry to have kept you waiting.I wish I could have known

erlier.

非常抱歉让您久等了，我真应该早点知道。

G:That’s all right.没关系。

H:Thank you for your understanding.I assure you it won’t happen

again.Please take your time and enjoy yourselves.sir and mada。

谢谢您的谅解，我保证下不为例，请慢用，吃得开心，先生女士！

10、Dialong A. Seating Guests 安排就座

Scene: Mr Smith(G) comes into a restaurant. He is received by a

hostess(H.)

史密斯先生来到一家饭店，进一名女服务员接待。

H: Good enening, sir. Do you have a reservation?

晚上好，先生，您有预约吗？

G: Oh, I’m afraid not.没有。

H: A table for one, sir?一张一个人的桌子，可以吗，先生？

G: For two, please. My friend Mr Brown is coming in a few minutes. 要2人桌的，我的朋友布朗先生一会儿就来。

H: Oh, I see, This way, please. Will this table be all right ?

明白，请这边走，这张桌子可以吗？

G: Can I have the table by the window?我能要张靠窗的桌子吗？

H: I’m afraid that table has been reserved. You see. There is a sign on it.

But the table next to it is free. How do you like it?

恐怕已经预定完了，您看，这是预定出的标志，但是隔壁的桌子是空

的，你觉得怎么样？

G:Good.好的。

H:This way ,please.Take a seat ,sir.Would you like to have something to

drink while waiting for your friend?

这边请，请坐下，先生，在等您朋友的同时要喝点什么呢？

G: Well, a Martini, please.好，一杯马丁尼。

H: Yes, a martini. One moment, sir 一杯马丁尼，好的，稍等。

11、Dialong A. Paying in Cash 现金支付

Scene: Mr Green finishes his dinner. He waves to the waiter.

格林先生吃完饭，他向服务员招手。

G: Waiter! Come here, please.服务员，请到这儿来。

W: yes, sir. Is there anything else you’d like to have?

是的，先生，要点其他的什么东西吗？

G: No, that’s enough for me, thank you. I’d like to have my bill now. 不，这些够了，谢谢，我想结账。

W: Yes,sir. One moment, please.是的，先生，请稍等。

G:Sorry to have kept you waiting. Here is your bill

久等了，这是您的账单。

G: Well, how much is it all together?一共多少钱？

W: 370yuan in all, sir.总共370元，先生。

G: Do you accept US dollare?美元可以吗？

W: I’m afraid not, sir. You have to change the US dollars into RMB at the exchange counter over there.

恐怕不行，先生，您必须到那儿的兑换处把美元换成人民币。

G: Well, I’ve got some RMB here. Maybe that’s enough. Oh, yes. Here is

four hundred yuan.Keep the change, please.

我总到一些人民币了，应该够了，这里是400元。不用找零钱了。 W: It’s very kind of you, sir. But we don’t accept tips. Thank you justthe

same. I’ll be back in a minute.

非常感谢您，先生，但我们这里不允许受小费，还是要感谢您，我一

会儿回来。

(a short while later)（一会儿后）

Here is your change, sir. And your receipt.

这是您的零钱，先生，还有您的收据。

G: Thnk you.谢谢。

W: Thank you for coming, sir. Good-bye. We look frward to having you

with us again.

欢迎光顾，先生，再见。希望下次再来。

G: Good-bye.再见。

Dialogue A

A：Housekeeping．May I come in？房务中心，我可以进来吗？ B：Yes，please．请进。

A：When would you like me to do your room，sir？

什么时候需要我们整理房间，先生？

B：You can do it now if you like．I was just about to go down for my breakfast when you came．But before you start，would you do this for me？

如果您愿意现在就可以，当你来时我刚好下楼吃早餐了。但是在您开始整理前，可以帮我做这些吗？

A：Yes，what is it？是的，什么？

B：I would like you to go and get me a flask of hot water．I need some hot water to wash down medicine after break－fast．

帮我去拿一瓶热开水。饭后我需要一些热水服药。

A：Im sorry that your flask is empty．Ill go and get you an- other flask thats full at once．

很抱歉您的热水瓶空了，我马上帮您拿一瓶满的热水瓶。

B：Thank you．谢谢。