旅游饭店服务技能大赛服务英语题库（分工种考核）.doc

1、旅游饭店服务技能大赛服务英语题库（分工种考核）一、 前厅服务（一）中译英1. 现在我得问您一些问题来完成预定。（Now, Id like to ask you some questions to make the reservation.）2. 我们恭候您的光临，祝您旅途愉快，布莱恩先生。（We look forward to serving you. Have a nice trip, Mr. Bryan.）3. 您的预定已经确认。还有什么可以为您效劳的吗？(Your reservation is confirmed. Is there anything else I can do for

2、you？)4. 我们提供免费的机场迎送服务。（We offer free transportation to and from the airport.）5. 我需要知道酒店的确切位置。（I need to know where about the hotel is.）6. 能告诉我，酒店里有哪些设施吗？（Could you tell me something about the facilities of the hotel？）7. 我为您修改了您的预定。（Ive changed your reservation for you.）8. 我们可能忽略了一些地方。（We might have

3、overlooked some points.）9. 请您填写一下入住登记表，我给您准备房卡。（Please fill in this registration card, while I prepare your key card.）10. 我是5053房的布莱恩先生。我要订一部明天的车。（This is Mr. Bryan, Room 5053. I want to order a taxi for tomorrow.）11. 能出示你的护照和信用卡吗？我们需要登记资料。（May I have your passport and credit card, please? We need t

4、hem for registration.）12. 您真是太好了，不过我们是不收小费的。还是一样谢谢您。（Its very nice of you, but Im afraid we dont accept tips. Thank you all the same.）13. 我们提供国际直拨和国内直拨的服务。（We offer IDD and DDD service, sir.）14. 布莱恩先生，这是您的账单，总计1500元人民币。您要核对一下吗？（Mr. Bryan，here is your bill. It totals 1500 RMB. Would you like to check

5、 it?）15. 如果您在下午6点以后退房，就需要多付一天的房费。（If you check out after 6 pm, youll have to pay the full rate.）16. 我们能为您做的实在太有限了。（What we can do for you is too limited.）17. 布莱恩先生，很抱歉听到这样的事情。请问出了什么问题呢？ （Im sorry to hear that, Mr. Bryan. May I know what is wrong?）18. “L” 表示洗衣费，而“R”表示客房送餐。（“L”stands for laundry, and

6、“R” Means Room Service.）19. 您是想安排全天还是按距离来包车。（Would you like to order it on day plan or distance plan?）20. 您来拿手提袋的时候请出示取物牌。（Youre expected to produce the tag when you collect your handbag.）（二）英译中1. You know it is the peak season now, Mr. Bryan. For non-guaranteed booking, we can only hold the room un

7、til 6 pm.（您知道，现在是旺季，布莱恩先生。我们酒店对非担保预订只能保留到下午6点。）2. Id like to extend my reservation for one more night.（我想将预定再延长一晚。）3. One suitcase and one handbag. So, all the luggage is here. Is there anything valuable or breakable in the luggage?（一个旅行箱，一个手提袋。那么所有的行李都齐了。行李箱里没有贵重或易碎物品吧？）4. We have massage service i

8、n the Spa. You can relax yourself there.（我们在桑拿房里有按摩服务，您在那里可以放松一下。）5. We have very good Room Service. I can contact them for you, or you many dial “8” to order. There are also some drinks and snacks in the mini-bar.（我们有很好的送餐服务。我可以帮您联系，或者您也可以拨打“8”来订餐。迷你吧里面也有一些饮料和零食。）6. Im afraid all king-size bed are

9、full. would you mind a twin-bed instead?（恐怕我们所有的大床房都满客了。用双床房代替可以吗？）7. The room key card is valid by 12:00 oclock of your departure date.（房卡的有效使用时段设为在您离店日期的中午12点。）8. What size of conference room do you have in mind?（您想要订多大的会议室呢？ ）9. If you think there is any error in your bill, we can check it for yo

10、u.（如果您认为账目有错误，我们可以为您核对一下。）10. Shall we arrange pick-up service for you, Mr. Bryan?（布莱恩先生，请问您需要我们安排接送吗？）11. Youll be staying in room 216 on the second floor.（您的房间是二楼的216号房。）12. I have an appointment to see your Front Office Manager at midday on Monday.（我周一中午约了你们的前台经理见面。）13. How long does it take to g

11、et to the museum from the hotel？(从酒店到博物馆需要多长时间呢？)14. I am not here on holiday, Im here to work.(我不是来这里度假的，而是来工作的。)15. We have a comprehensive health center with sauna.(我们有一个功能齐全的桑拿健身中心。)16. Im afraid there are no special facilities for disabled guests.(恐怕我们没有供残疾客人用的专用设施。)17. The country codes are li

12、sted in the Services Directory in your room.(国家代号列表在您房间里的服务指南上。)18. Ive already tried twice, but there is still no response from the bank terminal.(我试了两次了，银行终端那边还是没用反应。)19. The previous guest checked out late and you demand immediate access to your room. So the housekeeper didnt have time to make up

13、 the room.(上一位住客退房迟了，您又要求马上入住，所以服务员还没有时间来整理房间。)20. Ill check it with the department concerned. Would you mind waiting for a minute?(我去跟有关的部门核对一下，您介意等一会儿吗？)（三） 情景对话1. Mr. Bellows is making a reservation over the phone. How do you introduce the different types and styles of rooms in the hotel?(What ki

14、nd of room would you like, Mr. Bellows? We have single rooms, double rooms, suites and deluxe suites in Japanese, British，Roman, French and presidential styles.)2. What should you say when you give the registration form to the guest as a receptionist?(Sir, here is your registration form, please chec

15、k your information, if everything is right, please sign your name here.)3.When the guest wants to book a standard room in your hotel, but you are not sure whether you have a room, what should you say as a reservation assistant?(Sir, please wait a minute, Ill check if we have a room available for you

16、.)4.How do you respond if a guest complains that there is a noise in his room?(Im sorry to hear that, sir. Ill try to arrange another quiet room for you right away. )5.How do you inform the guest of the arrival of his visitor?(A certain Mr. Zhang wants to see you, sir. He is now waiting in the lobby

17、.)6. Youve helped the guest check in at the Front Desk. And now tell him to follow the bell boy to his room.(If you are ready, the bell boy will show you up to your room.)7. How do you ask for a guests personal information politely?(Excuse me. May I have your name, address and your telephone number?

18、)8. How do you greet the checking-in guests at the Front Desk? (Good morning. Welcome to the Hotel. Do you have a reservation?)9. The guest wants to know if he can make a direct dial international call from his room. What would you say to him?(Yes, sir. You can make a direct-dial international call

19、from your room. Please dial 9 first, and then the country code, the area code and finally the telephone number.)10. What will you say if there is no room available for the guest who is calling to make a reservation?(Im sorry, sir, but we are fully booked. Shall I put you on the waiting list? We will

20、 contact you if there is a cancellation.)二、客房服务（一） 中译英1. 客房服务，可以进来吗？ （Housekeeping, May I come in?）2. 女士、先生，晚上好！现在可以为您开夜床吗？ （Good evening, madam and sir.May I do the turn downservice for you now?）3. 对不起，打扰您了，先生。(Im sorry to disturb you, sir.)4. 先生/女士，您希望我们什么时候再来？(What time would you like us to come

21、back, sir/madam？5. 夫人，我可以整理一下您床上的东西吗？(May I tidy up the things on your bed，madam?)6. 先生/女士，请问有没有要洗的衣服？（Do you have any laundry, sir/madam?）7. 我们提供快洗服务，加收50%的加急费。（We have express service at a 50% extra charge.）8. 您是要快洗服务还是当日取？（Do you prefer your laundry by express service or returned on same-day?）9.

22、客房里有小冰箱/保险箱。（There is a mini bar/ a safe in your room.）10. 这个房间是海景房/山景房。（The room enjoys the ocean/sea view/ the view of the hills.）11. 每间客房都有电热水壶。(We provide an electric kettle to every guest room.)12. 如果有问题，随时找我们。(If you have any questions, please dont hesitate to let us know.)13. 中餐厅的营业时间是上午7点到晚上

23、11点。（The Chinese Restaurant opens from 7am to 11pm./ The business/opening hours for the Chinese Restaurant are from 7am to 11pm. ）14. 我马上把转换插头拿来。（ Ill bring the adaptor right away.）15. 马桶水箱里没有水了。(There is no water in the toilet tank.)16. 空调的噪音太大了。(The air conditioner is making a big noise.)17. 我们能找人

24、修理。(We can have it fixed/repaired.)18. 在房间上网是免费的。（Its free to use internet in the room.）19. 我教您一下怎么使用酒店的WIFI。（Let me show you how to how to use the hotel WIFI.）20. 对不起，能不能再说一遍? (Sorry, but could you say it again?)（二） 英译中1. I need one more pillow, please.（我需要加个枕头。）2. The air-conditioner doesnt work.（

25、空调坏了。）3. The water tap was dripping all night long.（水龙头一晚上都在滴水。）4. The TV set in my room doesnt give clear picture.（我房间的电视图象不清楚。）5. There seems to besomething wrong with the toilet （抽水马桶好像出了点毛病。）6. Could you dry-clean the dress for me? （这条裙子可以干洗吗？）7. When can I have my laundry back? （我何时能取回洗的衣服呢？）8.

26、 Id like this sweater washed by hand in cold water. (这件毛衣要用冷水手洗。)9. Do you have a safe in the room? Where is it？（客房里有保险箱吗？在哪？）10. Sorry to have caused you so much trouble.（很抱歉给您带来这么多麻烦。）11. Local calls made from the hotel room are free, right? （在客房里打市内电话是免费的，对吗？）12. When are the opening hours for th

27、e Restaurant in this hotel? （你们酒店餐厅的营业时间是几点到几点呢？）13. Could you show me how I can get to the nearest supermarket? (去最近的超市怎么走？)14. Is it possible to rent a bike here？（酒店有自行车出租吗？）15. How long does it take to fix it? （要多久才能弄好呢？）16. I would like to have an adaptor.（我想要一个转换插头。）17. I would like to have a r

28、oom service.（我想要客房送餐服务。）18. My room hasnt been made up yet. Its already 12:00.（我的房间现在还没打扫，已经12点了。）19. How do I access the internet on my phone in this room? (客房里如何用手机上网？)20. Were expecting some friends. Could youcome back later? （我们在等朋友，请你稍后再来吧。）（三） 情景问答1. If the guest wants to make an international

29、 call, how would you tell him? (Dial 9(or other number) first and then your country code, city code and the number you want.)2. If the guest comes to you and says he/she can not open the door, what would you do?( I would go with him to his room to have a check. And have his key changed if necessary

30、)3. When the guest asks you to take her clothes for laundry by phone, what would you say? (I will pick up your laundry soon and may I have your room number?)4. When you are going to clean the room for the guest, and the guest tells you it is not convenient for him now, what would you do? (Ill ask th

31、e guest when it will be convenient and note it down in the logbook.) 5. When the guest calls the housekeeping service center, and wants an extra pillow, what would you say? (We will send one to you immediately, and may I have your room number?)6. If the guest calls the housekeeping service center, a

32、nd says he/she is very cold, how would you do? (Ill tell the guest there is a blanket or quilt in the closet, or Ill send him/her an extra blanket or quilt.)7. When you are going to make turn-down service for the guest, but the guest is working, what would you do? (I would ask the guest if it is ok

33、to do now, if not, when it will be convenient.)8. If the guest calls the service center and says the bulb in his room is broken, what would you do? (Ill apologize to the guest and tell him/her the electrician will be there soon.)9. How would you introduce your guestroom to the guest? (I would tell t

34、he guest about the equipment, the views, the service guide, and security of the guestroom)10. If the guest comes to tell you that his room is smoky and he wants to change it. But you do not have another room available. What would you do to solve the problem? (I would first apologize for it and expla

35、in the situation to him and help him get rid of the smell by opening the window and cleaning the air.)三、餐厅服务（一） 中译英1. 一共有几位用餐呢？（How many people are there in your party?）2. 女士，您想订什么时间的餐位呢?（What time would you like your table， madam?）3. 先生，这个餐桌的位置可以吗？（Will this table be all right for you, sir?）4. 先生/女

36、士，抱歉让您等这么久。（Sorry to have kept you waiting, sir/madam.）5. 先生，您的桌子已经准备好了。请随我来。（Your table is ready, sir. Come with me, please.）6. 这是菜单。服务员马上就来。（Here is the menu. The waitress will be with you in a moment.）7. 您现在点菜吗？（May I take your order now?）8. 先生，点菜前想喝点什么吗？ (Would you care for a drink before you or

37、der, sir?)9. 本店的素菜非常可口。（We serve excellent vegetarian food in our restaurant.）10. 红烧鱼是本餐厅的特色菜。（Sweet and sour fish is the specialty of this restaurant.）11. 烤鸡是本地最有名的菜肴之一。（Roast Chicken is one of the most famous dishes of this area.）12. 这道菜色、香、味俱全。（The dish looks good, smells good and tastes good.）13

38、. 清蒸鸡最好趁热吃。（The steamed chicken is best while hot.）14. 您用筷子还是刀叉? （Would you like chopsticks or knife and fork?）15. 本地啤酒的口感相当好。想尝尝吗？（The local beer tastes very good. Would you like to have a try？）16. 先生，你点的菜需要10分钟准备。（Your order will be ready in 10 minutes, sir.）17. 这是餐厅奉送的。（It is a complimentary dish

39、./It is on the house.）18. 对不起。我马上去给你催一下你的菜。（Im sorry. But Ill go to rush your order right now）19. 您是用信用卡还是现金结算？（Will you pay by credit card or in cash?）20. 女士，对此造成的不便，我们非常抱歉。（We are very sorry for any inconvenience caused, madam.）（二） 英译中1. I want a table with a view of the garden.（我想要张能看见花园的桌子。）2. W

40、hat kind of food do you serve in your restaurant? （你们都有些什么菜？）3. Whats your House Specialty? （你们的招牌菜是什么？）4. Whats your recommendation for us? （您给我们推荐什么菜？）5. How long does it take to get to the airport from here? （从这里到机场要多长时间？）6. Could you give us a brief description of Chinese food? （能不能为我们简单介绍一下中国菜？

41、）7. How long do you think we will have to wait? (我们要等多久？)8. Do you have an English menu that I can use? （有英文菜单吗？） 9. Im vegetarian. I dont eat meat. （我是素食者，我不吃肉。）10. Could you recommend some vegetables? （有什么蔬菜推荐吗？）11. Can we taste something of local flavor? （有什么本地风味菜吗？）12. The chicken is sweet and s

42、picy. （鸡又甜又辣）13. The beef is terrific and the service is good.（牛肉棒极了, 服务也很周到。）14. The fried Chinese noodle is just wonderful. How do you make it? （炒面真好吃。怎么做的？）15. My dish is cold. Can you heat it up for me? （菜是凉的，可以热一热吗？） 16. Pass methesalt and pepper, please. （请把盐和胡椒递给我。）17. Waiter, this isnt what

43、I ordered. （服务员，这个菜不是我点的。）18. Can I have a glass of ice water, please? （有冰水吗？）19. Can I putit onmy account? （可以记在我的酒店账单内吗？）20. The bill doesnt look right to me. How much does it come to? （账单好像有错。总共要多少钱？）（三） 情景对话1. You are the waiter/waitress, and you want the guest to sign the bill, what should you

44、say? (Would you please sign the bill, sir/madam?)2. What would you say to the guest if you want to confirm his/her reservation? (May I confirm your reservation, sir/madam?)3. What would you say to confirm the guests order? (May I repeat your order now?)4. What is “Mapo Tofu”?(Mapo Tofu is spicy bean

45、 curd, it is a classical Chinese dish.)5. When a guest calls to reserve a private room for dinner, what information do you have to know? (I have to know the date and time for the reservation, how many persons, and if there is any special requirement)6. If the guest made a complaint about the dish, h

46、ow would you do? (I would apologize to the guest, find out the reason, and change the dish or give him discount according to the situation.)7. How would you introduce your restaurant to the guest? (I would tell the guest the business hours of the restaurant, the specialty, the popular dishes, the ta

47、ste and so on.)8. How would you introduce your restaurant to the guest? (I would tell him about the business hours, the specialties, and the special programs and so on.) 9. When the guest finishes his dinner, and you want to know his suggestion, what would you say? （I would ask the guest whether he has enjoyed the dinner or whether there is anything the hotel can do to improve.）10. If the guest wants to have something which your restaurant doesnt have, what would you say to