实用商务英语 客房服务
7 客房服务
你将听到的
介绍情况
All of our rooms have phones.
拨打电话
You can make a long distance call from your room.
洗衣服务
If you have anything for the laundry, just leave it in the laundry bag in your room.
打扫房间
I'll come and clean your room immediately.
预订时间
What time would you like me to come back?
完成工作
I promise to finish the job in half an hour.
宾馆规定
We have to get the rooms ready for sale by the Front Office.
请求允许
Excuse me, madam. I am the room attendant. May I come in and clean your room now?
尽力相助
Just tell me what you need, and we can do our best to help you.
移动物品
May I move the things on your desk so that I can dust it?
检查情况
May I come in and check the housekeeper's work?
你也许会说
约定时间
Excuse me, could you come back in one hour?
嘱咐对方
I'd prefer you not to move my things.
了解情况
How soon can we have our clothes back?
职场心经
住店期间，对于自己的一切需求都可以直接找工作人员帮忙。一般要求酒店提供服务时，应先提供房号，姓名等信息，然后与对方约定服务项目和服务时间。如问题确是需要耗时较多的工程问题，如下水管堵塞、卫生间渗水等，可提议更换房间。
如果因为行程变化需要延房，可请服务人员查询客房可售状况表。电脑显示不可延房时，可要求推荐其他类型的房间。电脑显示可以延房，可要求对方安排行李员带自己去新的房间。
必备的词汇热身
● careful [ˈkεəful] adj.小心的
● mood [mu:d] n.心情
● remind [riˈmaind] v.提醒
● in a mess 一片混乱
● tidy up 整理，打扫
● vacuum cleaner 真空吸尘器
● turn-down service 做夜床
当需要客房服务的时候你会听到
All of our rooms have phones.
所有的房间都有电话。
You can make a long distance call from your room.
你可以直接从您房间打长途电话。
If you have anything for the laundry, just leave it in the laundry bag in your room.
如果您有衣服要洗，只要把它放在洗衣袋里就行了。
I'll come and clean your room immediately.
我马上来打扫您的房间。
What time would you like me to come back?
您希望我什么时候再来？
I promise to finish the job in half an hour.
我保证在半小时内将整理工作做完。
We have to get the rooms ready for sale by the Front Office.
我们必须把房间整理好，供总台销售。
Excuse me, madam. I am the room attendant. May I come in and clean your room now?
打扰了，女士。我是房间服务员。现在可以进来帮您打扫房间吗？
Just tell me what you need, and we can do our best to help you.
请告诉我您有何需求，凡能做到的我们都愿效劳。
May I move the things on your desk so that I can dust it?
为了清洁书桌，我可以移动您桌子上的物品吗？
May I come in and check the housekeeper's work?
我能进房检查一下服务员清理房间的情况吗？
Here is your tip .
这是给你的小费。
在英美等国家的服务性行业中，一般都有付小费的习惯。这种习俗起源于18世纪的英国，据说当时的一些酒店和理发店通常在其桌上放着一个小盒子，上面写着To insure prompt service（保证立刻服务）。顾客若放进少许零钱，便可得到迅速而周到的服务。后来人们将to insure prompt service的第一个字母抽出来放在一起，便拼凑了一个新词，这就是我们大家熟悉的tips—“小费”。tip这个词既可以用作名词（可数），也可以用作动词，先请看几个实例：
I gave the doorman a tip.
我给了门房小费。
Shall I leave a tip for the waiter?
我要不要给服务员小费？
Taxi drivers expect a tip.
出租车司机都希望得到小费。
付小费是英美等西方国家服务性行业中很普遍的现象，也是正常现象。服务人员所得的小费不仅是他们的正当合法的收入，而且也是他们的重要收入来源，比如出租汽车司机就差不多有三分之一的收入来源于小费。据说美国服务行业中每年的小费收入总额高达50亿美元之巨，这也从一个侧面告诉我们小费在英美国家服务行业中的普遍性和重要性。
当需要客房服务的时候你会说
1．Excuse me, could you come back in one hour?
不好意思，请一小时后再过来可以吗？
2．Can you make up my room early?
你能早一点收拾我的房间吗？
3．Could you give me a wake-up call at seven tomorrow morning?
你明天早晨七点叫醒我好吗？
4．I'd prefer you not to move my things.
我想你最好别动我的东西。
5．Please send these to the laundry.
请把他们送到洗衣房去。
6．Just leave the things as they are, please.
就让他们放在那儿吧。
7．How soon can we have our clothes back?
我多久能取回我的衣服？
8．When shall we get our clothes back?
我们什么时候可以取回衣服？
9．Could you call a taxi for me?
请帮我叫一辆出租车。
拓展学习
打开房门
A：Could I possibly have the key to this room?
能给我房间钥匙吗？
B：Sure. Here you are.
当然可以，给。
May I have the key to this room?
能把房间钥匙给我吗？
Would it possible for me to have the key to this room?
您能把房间钥匙给我吗？
Is it all right if I have the key to this room?
我可以用一下您的房间钥匙吗？
就餐服务
A：Do you provide meals?
你们提供三餐吗？
B：Yes, you just need to give us a call, and we will deliver it to your room.
是的，您只要给我们打一个电话，我们就会送到您的房间去。
Can I have breakfast in my room?
我可以在房间里吃早饭吗？
Do you bring food to the room?
你们想把食物送到房间吗？
整理房间
A：May I make the beds now?
请问现在可以为您铺床吗？
B：Could you wait another 30 minutes, please?
请再等30分钟好吗？
May I vacuum the room now?
我可以吸尘吗？
May I tidy up your desk?
我帮您整理一下书桌好吗？
联系前台
A：Just tell the service counter, and they'll see to it.
只要你告诉服务台就行，他们会处理的。
B：I see. Thank you.
我知道了，谢谢。
You can call the front desk when you want your room done.
当您需要清理房间时，可以给前台打电话。
If you need a taxi you can ask the reception desk to get one for you.
如果您要出租车，您可以请服务台帮忙。
场景应用
林夫人有衣服要送洗，在比较了酒店的洗衣项目之后，她决定选择快洗服务，以便当天取回所有的衣服。
A：What can I do for you?
B：Could you send someone up for my laundry, please? Room 318, Mrs. Lin.
A：Certainly. A valet will be up in a few minutes.
B：Good. I also have a silk dress which I don't think is color-fast. Will the color run in the wash?
A：We'll dry-clean the dress. Then the color won't run.
B：Are you sure? Good! And the lining of my husband's jacket has come unstitched. It might tear over further while washing.
A：Don't worry, madam. We'll stitch it before washing.
B：That's fine. Now, when can I have my laundry back?
A：Usually it takes about two days to have laundry done. But you could ask for express service.
B：What is the difference in price?
A：We charge 50％ more for express, but it only takes 5 hours.
B：If so, could I get the dress and skirt back this evening?
A：Yes, madam. All deliveries will be made before six o' clock.
B：I'll have express then.
A：有什么可以效劳的吗？
B：请问，你们能派人来收要洗的衣服吗？318号房间，林夫人。
A：当然可以！洗熨工马上就到。
B：好的！我有一件丝质的裙子，不希望它褪色。洗衣时会掉色吗？
A：我们会干洗这条裙子，不会掉色。
B：你能保证吗？太好了！还有就是我先生的夹克衬里开线了，洗衣时可能会变大。
A：不用担心，女士！我们将会在洗衣前把衬里缝好。
B：很好！那我何时能取回洗的衣服呢？
A：通常两天就能为您洗好。不过，您可以要快洗。
B：价钱上有什么不同吗？
A：快洗加收50％，只要5个小时。
B：如果那样，我可以在今晚取回我的衣服和裙子吗？
A：可以，女士！所有的衣服将会在6点前洗完。
B：那我要快洗。
陈佳因为有一个新的谈判而不得不延长自己在酒店的住宿时间，工作人员查询后为她提供了满意的选择。
A：Good morning. Can I help you?
B：Good morning. This is Chen Jia. My room is number 627.I have a new business negotiation to deal with, so I have to stay here for another three days. Would you please extend my stay in this hotel?
A：Let me see. Yes, you can extend your stay here. I am afraid you cannot stay in the same room for the following three days, as someone else has already made a reservation. We have two single rooms for—one is facing the lake, the other is overlooking the Centre Park. Which one do you prefer?
B：All right .I will choose the one overlooking the park.
A：OK, that is Room 366.It is a very good room.
B：OK, I will take it.
A：By the way, please leave your room before12 o'clock tomorrow and move into Room 366.Our staff will help you with your luggage.
B：That's fine. Thank you very much.
A：Not at all.
A：早上好。有什么能为您服务的？
B：早上好。我是陈佳。我的房间号是627。我在这里还有一个新的谈判要进行，所以我得在这儿多待3天。你能帮我延长住宿吗？
A：让我看看。是的，您可以延期。但是，恐怕您这三天不能再待在原来的房间了，因为这个房间别人已经预订了。还有两个房间供您选择，一个是临湖的，另一间可以俯瞰中心公园，您看您喜欢哪一间？
B：那好吧，就选那个俯瞰公园的吧。
A：好，房间号是366，这个房间很不错。
B：好，那就这间吧。
A：顺便说一下，请您于明天中午十二点之前搬离原来的房间，搬到366号房间，我们的员工会帮您把行李运过去。
B：好，谢谢你。
A：不客气。
