USEFUL EXPERSSIONS FOR RESERVATION
-What was the date of the reservation?
-I’m afraid we have no record of a reservation in your name. When did you make the reservation?
-I’m afraid we have no record of a reservation for that date in your name.
-Shall I make a reservation for you?
-Is this a new reservation or a confirmation call?
-Do you have a reservation or do you wish to make one?
-Do you remember the name of the reservation clerk?
-Do you remember the name of the clerk who accepted the reservation?
-In whose name was the reservation mad
e?
-The room may have been reserved in the name of the person who made the reservation.
-When was the reservation made?
-Do you have a letter or telex confirming the reservation?
-When did you make the reservation?
-When was it made?
-From which country?
-Who made the reservation?
-I’m sorry, but I haven’t got any record of that.
-Would you like me to get you a room in another hotel?
Reception 前台接待

Ⅰ Check In入住登记
Individual guests without reservation 接待无预订散客
(R: receptionist G: guest)
R: Good morning, sir. What can I do for you?
G: Good morning, I would like to have a twin-bedded room.
R: Just a moment, please. I have to check if there’s a room available. Yes, sir we can offer you a room for the date. Would you
like one with private bath?
G: Yes, please, and looking over the lake, if possible.
R: Room No .18,
6th floor, then.
G: What is the rate?
R: RMB530 yuan per day.
G: Are meal included?
R: No, it is for the room only. If you want a breakfast, for the guest who stay in our hotel we offer 20% discount. For Chinese it
57 yuan per person, for western it is 114 yuan per person.
G: Very good, we’ll take it. And what is your check out time?
R: Our check out time is 12:00 noon. Will you please show me your passports ?
G: All right. Here is my passport. And my friend will also show you his passport.
R: How are you going to pay, in cash or by credit card?
G: Could I pay with traveler’s checks?
R: Certainly. Thanks you, here is the room key, Have a pleasant stay. The bellboy will show you up.
Receiving a walk-in guest 接待自来客
(R: receptionist G: guest)
R: Good afternoon, sir. May I help you?
G: Yes, please. I’ve just arrived from Hong Kong. Could you let me have a room
for this evening?
R: Have you made a reservation, sir?
G: I’m afraid not.
R: How many people do you have, please?
G: Just one. I’m alone.
R: Just a moment, please. I have to check if there’s a room available
Oh, sorry, sir. All the rooms are booked up. But I think we’ll be able to arrange for a room after six o’clock this evening. If
you need a room right now, would you like me to get in touch with somewhere else for you?
G: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. I’ll just wait here till
six.
R: You are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any
help, do let us know.
G: Thanks No problem.
Guests rooms already reserved 接待有预订客人
(R: receptionist G: guest)
R: Good afternoon. What can I do for you?
G: Yes, my wife
and I have booked a double room. My name is Smith.
R: Mr. Smith, just a minute please. Yes Mr. Smith, a double room is reserved under your name by China International Travel service.
According to our record, you’ll be staying here until 18th of this month.
G: Yes, that’s right.
R: Would you please show me your passport? Thank you, here is your possport.
(R: Would you please fill in the registration card?
Excuse me, Mr. Smith, you have forgotten to fill in your passport numbers.
G: Is it necessary to fill in?
R: Yes, sir. The hotel in China requires ever guest to fill in his passport number.)
G: Can you give us a room with a street view?
R: Just a moment, please. Let me check.…
Yes, Mr. Smith. We can give you a room with street view at the rate of RMB 480 yuan per day.
G: That doesn’t sound expensive. I’ll accept it. But will you add service charge and government tax?
R: No, we didn’t add such charges. So, Mr. Smith, here is your key and your room number is 1031.it is on the 10th floor.
G: Thank you. Where can I find a bellboy?
R: All right. I’ll send one to pick up your luggage and lead you up to your room.
G: Thank you.
R: It’s my pleasure to serve you. Please enjoy your stay here.
Group check in 团队入往
R: Good afternoon. Welcome to our hotel:
1) Your room keys and breakfast meal vouchers are in the envelopes on this desk.
2) Breakfast will be served from 7a.m. tomorrow at the coffee shop on the first floor. Could you hand your meal vouchers to the
waiter when you arrive there?
3) The Lobby is in the 2nd floor. Please press the L button in the elevator.
4) The door of your room locks automatically. Please make sure that you have your room key when you leave the room. You may keep
your room key until you check our.
5) Room to room calls ma
y be made from your room. Please dial 2 first and then the room number.
6) Outside calls may be made from your room. Please dial 0 first and then the number.
7) Please read the emergency instructions on your room door. Your nearest emergency exit is also shown.
8) Could you pay any incidental charges at the Front Cashier’s Desk when you check out? You may hand in your room keys at that
time.
9) We will deliver your baggage to your room soon. Could you place your bags in front of your room by 7:30 tomorrow morning? The
bellman will collect them.
10) Your departure time is at 9a.m.Could you be here by 8:50 a.m. at the latest?
Change money 外币兑换
(G: guest c: cashier)
C: Good afternoon, sir. Can I help you?
G: I’d like to change some US dollars and I 'd like to know today’s exchange rate.
C: According to today’s exchange rate, every dollar in cash is equivalent to 8.17 yuan. FEC. Ho
w much would you like to change, sir?
G: Well, I’ll change one hundred and here’s the money.
C: Would you please fill in this form?
G: All right.
C: Please write your name, passport number and room number on the slip.
G: Here you are.
C: Thank you. You’ll have it right away. Will you sign your name here on this memo?
G: Ok. Will you please give me some one-yuan notes/ I need some small change.
C: All right. Mr. Bellow, here it is. Please have a check and keep the exchange memo.
G: Oh, yes, thanks. By the way, can you tell me what I shall so with the FEC left with me?
C: You’ll have to go to the Bank Of China or the airport exchange office to change it back into dollars.
G: I see. Thanks.
C: You are welcome.
Change a room
R: Good morning, sir. What can I do for you.
G: I’m Bellow. I’m in room 908. can you change a room for me? It&rsq
uo;s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.
R: I’m awfully sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in
the morning when all is quiet.
G: anyhow I’d like to change our room.
R: No problem, sir. We’ll manage it but we don’t have any spare room today. Could you wait till tomorrow? The American people-to
–people Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.
G: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.
R: Be sure. I’ll make a note of that. Every thing will be taken care of. And if there is anything more you need, please let us
know.
Check out 退房
The guest pays in cash 现金结帐
(R: reception G: guest)
G
: I am Harrison from room 503. I want to check out. Well you please make out my bill?
C: Thank you. Could you give me your room key and the receipt for the de posit please. (did you use the mini bar or did you sign
the bill in the hotel, this morning?) Thank you Just a moment, please. M.R Harrison in room 503,Here is the bill. It comes to
888.00yuan, Mr. Harrison.
G: All right. Here is 900.00 yuan.
C: Thanks. Here is your change, please.
G: That’s correct. Good-bye.
C: Thank you very much. Good-bye.
The guest pays with traveler’s cheques 旅行支票结帐
C: Good morning. May I help you?
G: Yes, I want to check out, please. My name is Dr Brown.
C: Just a moment, please. Dr Brown Were you in room 306?
G: Yes.
C: Here’s your bill, Dr Brown. Would you like to check it?
G: Can I pay with traveler’s cheques?
C: Certainly.
G: What’s the exchange rate for dollars?
C: 8 yuan 20 to one dollar. And here is you receipt. Thank you.
G: Thank you. Good-bye.
The client pays with a credit card 信用卡结帐
C: Good morning, sir. May I help you?
G: I 'd like to check out now. My name is Mr. Bell and I was in room 0420.
C: Just a moment, please, Mr. Bell… Did you make any phone calls from your room?
G: Yes.
C: How many did you make?
G: I don’t know exactly
C: Just a moment, I’ll have to check with the operator. Here you are, sir.
G: I don’t understand, what’s this for?
C: That’s for the drinks you ordered from your room.
G: Do you take credit cards?
C: Yes, we do, but since the amount exceeds $500. I’ll have to ask for the approval code, just a moment, please. Can you sign
here, please? Thank you and here is your receipt.
G: Thank you.
Separate bills 分帐
G: I am in room 374. I’
m going to leave tomorrow. Will you make out two separate bills for me? I pay for my meals, and my company pays for the room.
C: very well, sir. When will you leave tomorrow?
G: At three o’clock in the afternoon.
C: Then you will pay 50% of the room of rate, because the check out time of our hotel is 12:00 noon.
G: It will do. I’ll come here tomorrow to pay the bill. Good-bye.
C: See you tomorrow, sir.………
G: Good afternoon. Shall I pay my bill now?
C: Yes, sir. Please wait just a few minutes. I’ll make out two separate bills for you. Thank you. Mr. Harrison. Sorry to keep you
waiting. Here are your two bills. It is 1200yuan in total.
G: Very good. Here is 1200 yuan.
C: Thank you, sir. Please do come again.
G: Fine. I’ll come again, bye.
To sign bill 签单
G: I have a Traveler’s cheque in American dollar. Do you accept it to pay for my
hotel bill?
C: Yes, sir. We accept American dollar Traveler’s cheques.
G: What is the exchange rate?
C; According to the today’s rate 100U.S. dollars travller’s cheque can be converted to 817RMB yuan..
G: I am in room 527. I am leaving this afternoon. Please make out the bill for me.
C: Very well, sir. I’ll make out your bill right away. According to my record, your room will be paid by your host party.
G: Oh, is that so? It is too generous.
C; Thank you for waiting, sir. Here are two bills. Please sign this one for the room and the other one for the meals, in the amount
of 780yuan R.M.B.
G: Thank you. By the way, does the bill for the meals include the service charge?
C: Yes. The bill includes the service charge.
G: That’s fine. Here is a Traveler’s cheque in the amount of 100 U.S. dollars.
C: Yes, sir. Would you please sign your Traveler’s cheque?
G: Oh, sorry. I forgot to sign.
C: Thank you. Here is your change.
Charging more加收房费
R: Good morning. May I help you?
G: My flight doesn’t leave till 5:45p.m. and I don’t want to wait around at the airport all day. Could I still rest in the room
this afternoon?
R: Excuse me, sir. According to our regulations. A half day’s rent is charged against a room not vacated by 12:00 noon. If you
want to deep your room this afternoon, we’ll have to charge you 50% of the price.
G: What? Ask for money again? I have settled accounts, I won/’t pay more for the two or three hours. No more! Do you hear?
R: We’d like to help you as we can. You may leave your baggage here until 4:30. just speak to the porter and he’ll take care of
it free of charge, of course.
G: But damn it! I won’t give you on e more cent!
R: The porter will keep your baggage free of charge, sir. And you’re wel
come to rest in the lobby.
G: No. I insist on having a rest in the room.
R: Then, if you’ll wait a moment, please, sir? I’ll ask our manager to come and take care of your request.