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Part

Hotel Departmental English

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Part Hotel Departmental English

The Maintenance Service......37

The Sauna and Health Service 38

The Entertaining Service... 39

The Security Service..41

The Foot Care Center Service...42

The Housekeeping Service43

The Financial Service49

The Western Restaurant Service 50

The Chinese Restaurant Service60

The Sales and Marketing Service..64

The Front Office Service..............................70

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The Maintenance Service

change water faucet bulb

supervisor duty manager

The air conditioning in your room needs repairing. Could you change a room?

Could you please wait a moment? Im awfully sorry for the inconvenience.

/

Im sorry. My English isnt very good. Ill ask my manager to help.

Dialogue AE : Electrician G : Guest

E: Electrician. May I come in?

G: Yes, please.

E: Good morning, sir. The TV set is not working well, isnt it?

G: No, it isnt.

E: May I fix it now?

G: Well, Im busy at the moment.

E: What time would be convenient, sir?

G: Could you come again when I am out?

E: Certainly. Sorry for disturbing you. I will come again when you are out. Goodbye.

G: Bye.

Dialogue B

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E : Electrician G : Guest

G: I am inside the elevator/lift and cant get out. What shall I do?

E: Im sorry to hear that. On which floor, sir/madam? /

G: The 15th floor.

15

E: Dont worry. Well send the electrician to fix it right away. Could you stay where you are,

sir/madam?

G: Hurry up please.

E: Hello? Is anyone there?

G: Yes. Im here.

E: Could youstep away from the door? Ill open it.

G: Ok.

E: Im awfully sorry to have frightened you.

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The Sauna Health Center Service

For hall attendant ( )Good evening, sir/madam. Welcome to Sauna Health Center.

/

How many people are you together?

Would you like to have sauna service or massage service?

Just a moment, please.

Follow me to this way please.

Only sauna service is 60 RMB. Massage service in the hall is 230 RMB for 90 minutes.

60 230 90

Sorry, sir/madam. My English is not very good. May I ask our supervisor to talk with you?

/

What can I do for you, sir/madam?

/

Sorry to have kept you waiting.

Please go this way to pay the bill.

Would you like to put that on your hotel bill or pay in cash?

Would you please sign here?

Thank you, and this is your change.

Hope to see you again.

Would you like to go to swimming pool?

For drawing room attendant ( )Foot massage service is 60 RMB for 45 minutes.

60 45

Massage service in the hall is 230 RMB for 90 minutes.

230 90

For bathhouse attendant What would you like to have? Pear, apple, watermelon or anything else?

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Would you like to drink something?

We have coffee, milk tea and coke, all free of charge.

Would you like the cold or the hot?

We also offer complimentary lunch, would you like to have?

Dialogue A

G : Guest C : Clerk of health club

C : Good afternoon. Can I help you ?

G : Is there a squash court available this afternoon ?

C : For what time , please ?

G : From 4:00 to 6:00 .

C : Im afraid they are fully booked for that time.

G : What other facilities do you have ?

C : We also have exercise bicycle, weights, swimming pools, tennis courts and so on. You may find

more details in this booklets.

G : Thank you . Ill go swimming then.

C : The swimming pool is on the 9th floor.

9

G : Do they sell swimming trunks ?

C : Yes , you can find them at the shop nearby.

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The Entertaining Service

For greeting and saying goodbye Good evening, sir/madam. Welcome to Pharaohs Palace Night Club.

/

Please dont leave anything behind and thank you for your coming.

Watch your step and hope to see you again.

For serving guests Have you made a reservation, sir/madam?

/

May I know who made a reservation for you, sir/madam?

/

This way please. Sir/Madam.

/

This is the reserved room, come in please.

This is the reserved seat, sit down please.

Hot towel please.

Here is the ashtray, sir.

Washroom is over there, and Ill show you the way.

Here is our drink list. Just tell me what you would like.

May I repeat your order? It is . They will be ready in a minute.

Here are the drinks you order. Please enjoy yourself.

What can I do for youSir/madam?

/

Just a moment please. Ill take care of it.

Sorry to have kept you waiting. Here are the drinks you ordered.

Introduction1Our business hours are from 19:00 to 02:00.

19000200

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2Our performance hours are from 22:00 to 00:30 midnights.

2200---0030

3There is no minimum chargefor seats at the bar.

4We have two kinds of seats with minimum charges, 218 is for a couch sitting six people, and38 for each guest sitting at the small round table.

218 / 38 /

5Room rental for a deluxe big KTV room is888 ;

888 /

6Room rental for a deluxe KTV room is680 ;

680 /

7Room rental for a KTV room with balcony is580;

580 /

8Room rental for a big KTV room is480 ;

480 /

9Room rental for a middle-size KTV room is380 ;

380 /

10Small KTV room is free of room charge but with a minimum charge of 480 or580 for food

and beverage.

480 580

11The Presidential KTV room is at 9,000 for room rental, plus a minimum charge of 2,000 for

food and beverage.

9000 2000

12All prices are subject to 10% service charge. 10%

13We will offer complimentary fruit plate or snacks for consuming in the hall.

14We will offer 20% discount on your KTV room rental and consumption of some hard liquors.

8 8

15We are attendants for this KTV room and expect 200 cash for each one as service charge.

KTV DJ 200

16Here are our daily snacks and tissues. This fruit plate and other snacks are free of charge, Please

enjoy yourself.

17What do you think of our performance in the hall. Is it wonderful?

18Another glass of drink?

For paying the bill1How would you like to pay the bill? Go Dutch or pay together?

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2Here is your bill sir/madam. Would you like to pay in cash, by credit card or else?

/

3Here is your credit card sir/madam. Please sign on the bill.

4If youd like to put that on your hotel bill, could you write your room number and sign on the bill?

5Im sorry but your signature is different from the one at the Front Office. Would you please sign

again?

6This is your change and invoice, sir/madam.

/

Dialogue AG : Guest A : Attendant

A : Good evening. Sir . Welcome to Welcome to Pharaohs Palace Night Club.

The Security Service

For greeting and saying goodbye 1 Welcome to Jia Hua Grand Hotel.

2 Good morning/afternoon/evening, sir/madam.

///

3 What can I do for you, sir/madam?

/

4 Just one second please. / Just a moment please.

5 Sorry, I beg your pardon?

6 Sorry to have kept you waiting/Sorry to keep you waiting.

7 Its my duty.

8 Have a safe trip home.

For serving guests1 Please show your staff card, sir/madam. Thank you.

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/

2 Please show your ID card and register.

3 For security, please show your ID card and relevant licenses.

4 Please show your luggage pass.

5 Im sorry but it is my duty. Could you please cooperate with us? Thank you.

6 Thank you for your cooperation.

For parking service1 Welcome to Regal Palace Hotel, sir/madam. This is your parking card. Please keep it.

/

2 Im sorry but you are not allowed to park here. Could you park on the proper place?

3 Please lock the windows of your car and take care of your belongings.

4 Excuse me, could you please show your parking card?

5 Could you think over where you put your parking card, sir/madam?

/

Others1 Would you like to have a seat in the lobby?

2 Just a moment, Ill help you to get into contact.

3 Im sorry but the person you are looking for isnt in. Could you come another day?

4 For security, please lock the door of your room, sir/madam.

/

5 Please turn down the volume, sir/madam.

/

6 Please go ahead/turn left/turn right.

//

7 Please go ahead a little and then turn left/turn right.

/

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The Foot Care Center Service

For greeting and saying goodbye 1Good morning/afternoon/evening, sir/madam/president. Welcome to Foot Care Center.

// //

2Good evening, sir/madam. Nice to meet you. How are you?

/

3Happy New Year. / Merry Christmas. /

4Have a nice festival.

5Wishing you happiness and prosperity!

6Please dont leave anything behind and thank you for your coming.

7Watch your step and hope to see you again.

8Goodbye.

9See you tomorrow.

Thanks and apology1Thank you. / Thank you very much. /

2Thank you for your kindness. 3You are welcome. / Its my pleasure. /

4Im sorry.

5Sorry for disturbing you.

6Its my fault.

7It doesnt matter.

For serving guests1Excuse me, what can I do for you? / may I help you?

2How many people are you together?

3This way please.

4Sit down please. / Take a seat please.

5Please take off your shoes. Here are the slippers.

6Is there anything else I can do for you?

7Our free drinks are What would you like?

8These are the drinks you order. Please enjoy them.

9Our shoes polishing service is free. Would you like to have?

Others1Could you assist us with

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2Is it all right?

3Our hotels regulation is that

4Yes. / All right. / I see. / /

The Housekeeping Service

Part One: Useful Sentences

Greeting and saying goodbye ()1Good morning/afternoon/evening, sir/madam. ///

2Have a nice day, sir/madam. /

3Hope you enjoy your stay here.

4Have a nice trip.

5Good night. / Good luck. / Congratulations!

6Happy New Year/Merry Christmas/Happy Birthday! //

Not understanding ()1Pardon me?

2I beg your pardon?

3Im sorry, one moment please. Ill ask my supervisor to help.

4Sorry, I dont understand. But Ill ask our supervisor to help you. Just a moment please.

Asking for waiting ()1One moment please. / Just a moment please.

2Ill be back right away.

3Ill be back in 5 minutes. 5

4Ill bring the soap for you in 5 minutes. 5

5It will be ready in about 5 minutes. 5

6It wont be more than 10 minutes. 10

7We are just making up your room.and it wont be long.

8Your room is almost ready.

Apologizing ()1Im very sorry for the delay.

2Sorry to have kept you waiting.

3Im sorry, sir/madam. Your room will not be ready till lunch.

/

Thanks1Thank you./Thank you for your advice/information/help.

/ //

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2You are welcome./My pleasure. /

Not sure ()1I will check and then let you know.

2Let me check, and then tell you. 3Good question. Ill ask my supervisor to come here.

Offering help1The concierge can buy cigarettes for you.

2The laundry can press clothes for you.

3The Duty Manager can open the safe for you.

4My supervisor can replenish your mini-bar.

5What can I do for you?/May I help you?

6Let me get that for you.

7If there is anything else we can help just call the housekeeping at extension5.

5

8If you need anything else please let us know.

9Goodbye. We hope to see you again.

10May I have you name/room number? /

11Its my duty.

Showing directions ()1Take the elevator up (down) to the 2nd floor.

2Please go ahead at the 1st

corner. 3This way, please.

4After you.

5Going up (down), sir/madam? Which floor please? /

6Excuse me, where is the washroom?

7Turn left/right. /

8Go straight ahead.

9Please follow me, sir/madam. /

10Where is the caf? Its beside the lobby.

11This way please. The elevator is over there.

12Excuse me, where can I have my documents copied?

13You can go to the Business Center, which is on the 2nd floor.

Part Two: Situation English For Room Attendant

1RA: (Knocking at the door first) Housekeeping, may I come in?

G: Sorry, Im busy right now. Can you come later?

RA: Certainly. What time would be convenient for you?

G: About 10:30 in the morning. 10:30

RA: I will come over after 10:3010:30 .

2RA: (Knocking at the door first) Housekeeping. May I come in and make up your room now?

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G: Could you wait a few minutes please?

RA: Certainly. Madam. When would you like me to come over?

G: In 15 minutes. 15

RA: Ill be back in 15 minutes. Can I take your laundry now or later?15

G: Oh thank you. You can take it now. ,

3G: Excuse me, could you tell me what time it is now?

RA: Certainly, its 7:15 a.m. 715

G: Thank you.

RA: You are welcome. ( Its my pleasure)

4G: Where is room 1218? 1218

RA: This way please

Room 1218 is on your left (right). 1218

Room 1218 is the third one on the left. 1218

5G: Excuse me, could you bring me a bar of soap?

RA: Certainly, Ill be back right away.

6G: May I have some towels?

RA: Certainly, one moment please. I will be back right away.

RA: Excuse me, here are the towels. .

7RA: Housekeeping. May I come in to pick up your laundry?

G: Come in please.

RA: Do you need dry cleaning or pressing?

G: Dry cleaning please. RA: Do you need express service?

G: Yes, Id like it back as soon as possible.

RA: It takes only 4 hours. 4

G: Fine, please do it.

RA: Your laundry will be back in 4 hours. 4

Part Three: Situation English for Housekeeping Center Staff

Making up the room

1H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?

/

G: Ok, please.

H: Thank you. I am sorry for disturbing you. / I am sorry to have disturbed you.

2H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?

/

G: No, not now. Thanks.

H: When is the most convenient time for you?

G: Can you make it up when I am out?

H: Certainly. Could you telephone us when you are out? Our number is 5. 5

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G: Ok. I will.

H: Thank you. Sorry for disturbing you.

3H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?

/

G: No, not now. Thanks. H: When is the most convenient time for you?

G: In fifteen minutes. / At 10 oclock. 15 / 10

H: Thank you. Sorry for disturbing you.

Borrowing and Finding

1G: Housekeeping?

H: Good morning, sir/madam. This is Housekeeping. What can I do for you? / Can I help you?

/

G: Yes, please. May I borrow an adaptor?

H: Certainly. Just a moment please. I will call the room attendant to take it to your room.

2G: Good evening, I cant find the hair dryer.

H: The hair dryer is in the right drawer of your desk.

G: Just a moment, let me see. Oh, yes, Ive found it. Thank you.

H: You are welcome. Bye.

3G: Good afternoon, I cant find the laundry bag. I have some laundry.

H: The laundry bag is in the right drawer of the TV cabinet.

G: Oh, I see. Could you come to my room to take my laundry?

H: No problem.

Laundry Service

1G: Good afternoon, I have some laundry to pick up.

H: Ill ask the room attendant to pick it up. When would you like your laundry back?

G: Tomorrow morning.

H: I am sorry but your laundry will not be returned till 5 oclock tomorrow afternoon.

5

G: But I am going to check out tomorrow morning.

H: We also have express service and charge 50% (fifty percent) more for it, but it only takes 4

hours.

50% 4

G: No problem. Ill have express then.

H: Ill ask the room attendant to pick it up now. 2H: Good morning, sir. Your laundry is finished. Can we take it for you now?

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G: Ok please.

H: Thank you. Bye.

3G: Good evening. I cant find my laundry.

H: When did you send your laundry? G: Yesterday.

H: Would you please open your wardrobe, sir/madam? Maybe your laundry is hung in it.

/

G: Oh, Ive found it. Thank you.

H: You are welcome.

4G: Good evening. I cant find my laundry.

H: May I know when you sent your laundry, sir?

G: About 1 oclock this afternoon. 1

H: What kind of service did you have? Regular service or express service?

G: Regular service.

H: I am afraid your laundry is not ready, sir/madam. It was late for todays laundry if you sent it

in the afternoon. Your laundry will be delivered around 5 oclock tomorrow afternoon.

/ 5

Other Services

1G: Good evening, my room is so cold.

H: Good evening, sir/madam. I am sorry to hear that. Maybe you can turn the air-conditioningswitch to the high. /

G: Ive done it. But I still feel very cold.

H: How about sending you one more blanket/quilt? /

G: That will be fine. Thank you.

H: My pleasure.

2G: Do you have shoes shining /polishing service?

H: Yes, we have.

G: How much do you charge?

H: It is free, sir/madam. /

G: Good. Could you send someone up to my room?

H: No problem. Ill ask the room attendant to go to your room now.

3G: My room is power off.

H: I am very sorry to hear that, sir/madam. Our electrician will be there at once.

/

4G: The toilet in my room doesnt work.

H: Dont worry, sir/madam. Our room attendant will be there at once.

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The Financial Service

1Please sign here.

2Thank you for telling us, sir. Ill speak to our manager about it.

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3Thank you for telling us, sir. I assure you it wont happen again. Please accept our apology.

4Im sorry but it is against our hotel policy.

5Please fill in this form, sir.

6Please wait a moment. Ill be with you as soon as possible.

7I am sorry to have kept you waiting.

8Sorry, sir. Ill try my best to solve the problem for you.

9Im awfully sorry for my carelessness.

10Thank you for staying with us.

11Thank you very much. Hope to see you again soon.

12Have a nice trip.

The Western Restaurant Service

Conversation while serving the Guest (Waiter Guest )

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1Showing the Guest to the Table

WGood afternoon, sir. Welcome to the Star Cafe.

GThanks.

WHow many persons, Please?

GA table for two, please.WWhere would you prefer to sit?

GWell, by the window, please.

WIll show you to your table. This way, please. Is this fine?

GO.K. Thatll do fine.

WPlease take a seat, sir.

GThanks.

WA waiter will come to take your order. Just a moment, please.

2Buffet-Style Breakfast

WGood morning, sir. A table for two?

GThats right.

WIll show you to your table. This way, please. Please take a seat. Which would you prefer,

tea or coffee?

GCoffee, please.

WTwo coffees?

GYes.

WCertainly, sir. Will there be anything else?

GNo, thats all, thanks.

WThank you, sir.

3Asking a Guest to wait

WGood morning, sir. Welcome to the Star Cafe.

GGood morning.

WHow many persons, please?

GA table for three, please.

WIm afraid all our tables are taken, sir. Would you mind waiting until one is free?

GWell, how long will it take?

WIm not sure, sir. If you are in a hurry, we also serve breakfast at the Golden Hall on the 1 st

level.

GThats too much trouble. Ill wait.

WMay I have your name, please?

GFine. Please dont forget!

WI wont, sir.a table becomes vacant.

WWe have a table for you now, sir. This way, please. Were very sorry for the delay.

GFine.

4A Restaurant for Which Reservations Are Necessary

WGood evening, maam, Welcome to Royal Castle Grill.GThank you.

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WDo you have a reservation, maam?

GYes.

WMay I have your name, please?

GYes, its Mrs. Broder.

WMrs. Broder. We were expecting you. This way please. Will this table be fine?GOh, this is just fine.

WPlease take a seat, maam.

WGood evening, Mrs. Broder.

GGood evening.

WWould you care for an aperitif?

5American-Style Breakfast

WGood morning, maam. Here is your menu. Could you call a waiter when you are ready to

order?

WMay I take your order now?

GYes. Id like an American Breakfast.

WAn American Breakfast. Certainly, maam. Which kind of juice would you prefer, grapefruit

or orange?

GGrapefruit juice, please.WHow would you like your eggs?

GId like them fried.

WHow would you like us to cook your eggs?

GOver-easy.

WWe serve ham or bacon with your eggs. Which would you prefer?

GBacon and make it very crisp, please.

WWould you prefer toast or rolls?

GRolls, please.

WAnd tea or coffee?

GCoffee, please.

WNow or later?

GNow, please.

WCertainly, maam. An American Breakfast with grapefruit juice, fried egg over-easy, very

crisp bacon, rolls and coffee. Will there be anything else?

GNo, thats all.

WJust a moment, please.

WThank you for waiting, maam. Please enjoy your breakfast.

6Taking an A La Carte Order

WGood morning maam. Welcome to Star Caf.GThank you.

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WMay I show you our breakfast menu? Please take your time.

GAh, thank you.

WMay I take your order now?

GYes, Ill have a pineapple juice, a boiled egg with toast and tea, please.

WHow would you like your eggs, maam?GHard-boiled, please.

WAnd your toast, maam, light or dark?

GLight, please.

WWould you prefer your tea with lemon or with milk?

GWith milk.

WNow or later?

GLater will do.

WWill there be anything else?

GNo, thats all, thanks.

WOne pineapple juice, one hard-boiled egg with toast and tea to follow.

GThats right.

WJust a moment, please.

7Taking the Order and Recommending Dishes

WGood morning, sir. Welcome to the Star Cafe. May I show you our lunch menu?

GThanks.

WPlease take your time.

WMay I take your order now?

GYes, Ill have a mixed Salad and a Sirloin Steak. Which vegetable comes with the steak?

WFrench fried potatoes, carrots and peas.GThatll be fine.

WWould you like anything to drink, sir?

GYes, Ill have some beer with coffee to follow.

WHow would you like your steak, sir?

GIll have it medium rare, please.

W Which kind of salad dressing would you prefer, French, Thousand Island or Oil and

Vinegar?

GDo you have any Blue Cheese dressing?

WIm afraid not but I would recommend the French dressing.

GI see. O.K. Ill take that.

WWould you like your coffee now or later?

GLater, please.

WA medium-rare Sirloin Steak, a mixed Salad, a glass of beer and a cup of coffee. Will there

be anything else?

GNo, thats all, thanks.

WThank you, sir. Just a moment, please.

8Explaining the Menu

WGood morning, sir. Here is the dinner menu.

GThank you. What is the Chinese Chicken Kebab like?WIt is diced chicken with leek and small green peppers on a skewer, covered with a special

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sauce and barbecued.

GThat sounds good. How many are there per serving?

WThere are three per serving. Will that be enough?

GIll try them first and than order more if I need them. What salads do you have?

WMixed Salad, Seafood Salad and Gourmandize Salad.GWhat is the Gourmandize Salad?

WIt is a mixed salad with smoked duck and orange slices. It will be perfect with the Chicken

Kebab.

GFine. Ill try that then and Ill have a beer, too.

WWould you like your salad now or later?

GIll have it later.

WCertainly, sir. A Gourmandize Salad, Chicken Kebab and a bottle of beer. Will there be

anything else?

GNo, thats all.

WThank you, sir. Just a moment, please.

9Recommending Dishes to the Guest

WGood evening, sir. Here is the menu.

GThank you. By the way, Ive just been to the Dentists and so Id like something that doesnt

require chewing.

WIs there anything you cannot eat?

GNo.

WI see. How about the Steamed Pomfret in Oil, the Chefs Recommendation for today.

GI had fish for lunch so Id like to try something else.WHow about the Ham Slices Glazed with Honey Sauce?

GFine, Ill have that. What is the soup of today?

WIts Bamboo Shoot Soup, sir.

GGreat. Its my favorite. Ill have that.

WWould you like rolls with your soup?

GNo, thats all. Im trying to lose weight.

WThank you, sir. Just a moment, please.

10Service during the Meal

WYour steak, salad and beer, sir. Please enjoy your lunch.

GSure, go ahead.

WMay I show you the dessert menu?

GYes, please.

WHere you are, sir.

GLets see. Ill have some ice cream, please.

WWhich flavor would you prefer, walnut or vanilla?

GIll take the walnut, please.

WCertainly, sir. Just a moment, please.

WYour ice cream and coffee, sir. Will that be all?GYes.

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WThank you, sir. Have a nice afternoon.

GThanks, I will.

11Cigarette Sales

GCould you bring me some cigarettes, please?WWhich brand would you prefer?

GId like Salem Menthol, please.

WIm afraid we only stock Lark Regular or Mild, sir.

GWell, make it Regular than.

WCertainly, sir, but Im afraid they must be paid for separately.

GCant you just put it on my bill?

WIm afraid we keep a separate record for cigarette sales.

GWell, how much are they?

W9 dollars, sir.

GHere you are then.

WExcuse me, sir. Your cigarettes and change.

GThanks a lot.

WYoure welcome, sir.

12Recommending an Aperitif

WGood evening. Its very nice to see you again.

G1Thank you. Its good to be back.

WWould you care for an aperitif before your meal?

G1Yes, I think we will. In fact, today we have something to celebrate. Ive just been promotedto Area Sales Manager.

WThats wonderful! Congratulations, sir!

G1I think it calls for something special. What would you recommend?

WHow about a Champagne Cocktail for madam and a Kirsch for you, sir?

G1What would you like, dear?

G2The Champagne Cocktail sounds delicious. Ill try that.

G1I think Ill have a Dry Sherry instead of the Kirsch.

WCertainly, sir. A Champagne Cocktail for madam and a Dry Sherry for you. Just a moment,

please.

13Wine Sales

WGood evening, sir. Would you like to order some wine with your meal?

GUm, yes.

WThe wine list, sir.

GThank you. You certainly have a very extensive cellar. What would you recommend?

WI think that a Chablis or a Muscatel would go very well with your oysters.

GWed like one that is very dry.

WThen I would recommend the Muscatel.

GFine. Well take a half bottle of that then.WAnd with your steak?

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GLets see, do you have a very full-bodied wine that is not too fruity?

WOur own house wine which we import specially, the Chateau de Lescours, would be very

suitable. It is a Burgundy with a rich but delicate body which is not too dry.

GThat sounds just right. Well have a full bottle of that.

WCertainly, sir. Just a moment, please.

14Wine Service

WYour Muscatel, sir. May I serve it now?

GYes, please.

WHow is it, sir?

GIt has a very interesting bouquet.

WWill this be all right?

GYes, its just fine.

WThank you, sir.

WYour red Burgundy, sir. Would you like to taste it?

GYes.

W(Pours wine) How is it, sir?

GVery good.

WMay I decant it now to allow it to breathe?

GYes, do that.

WThank you, sir. Please enjoy your meal.

15Recommending a Liqueur

WDid you enjoy your meal, sir?GYes, it was great. The wine was excellent. It went very well with the steak.

WThank you, sir. The harp recital will be beginning very soon. Would you like a liqueur to

complete your meal?

GYes, a Grand Marnier for my wife and Ill have a brandy, please.

WCertainly, sir. Which brand would you prefer?

GIll have a Remy Martin V. S. O. P. please.

WCertainly, sir. Just a moment, please.

16Standard Bill Payment

WGood evening, sir. May I help you?

GYes, how much will this be?

WJust a moment, please. Ill calculate that for you. Thank you for waiting, sir. Your bill comes

to 45 dollars.

GFine. Will this be enough?

WNo, thats too much, Here is your change of 5 dollars.

GThanks.

WThank you, sir. Have a nice evening.

17Explaining the Tax and Service ChargesWGood afternoon, sir. May I help you?

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GYes, Id like to settle my bill, please. How much is it?

WThank you, sir. Your bill comes to 480 dollars.

GAre you sure thats right? Shouldnt it be 400 dollars?

WIm afraid there are a 10% tax and a 10% service charge.

GWell, thats a nuisance. I only have about 450 dollars. Do you take travelers cheques?WIm afraid we do not accept them here. You may change them at the Exchange Counter in the

Lobby.

GWell, what about credit cards?

WIm afraid we do not accept cards but we do accept these. (Points to credit card display)

GHow am I going to pay the bill then?

WAre you a staying guest, sir?

GYes, I am.

WCould you sign the bill and add your room number, please? The amount will be added to

your final room bill.

GI see. Her you are.

WThank you, sir. May I see your room key, please?

GHere it is.

WThank you, sir. We hope you enjoyed your meal.

18When the Food Voucher Doesnt Cover the Cost of the Meal

GCan I use this voucher to pay for my meal?

WCertainly, sir. But Im afraid it will not cover the cost of the meal. Would you mind paying

the extra in cash, please?

GNot at all. How much is the voucher worth?W It is worth 200 dollars and your bill comes to 280 dollars. The difference is 80 dollars,

please.

GHere you are.

WThank you, sir. Could you sign the voucher here, please?

GWhy do I have to sign?

WIm afraid the travel agent requires your signature.

GI see. Here you are.

WThank you, sir. Hope to see you again soon.

19Giving a Guest the Wrong Change

GExcuse me, but I think youve overcharged me.

WIm very sorry, sir. May I see your bill, please?

GHere you are.

WHow much change did I give you, sir?

GYou gave me 30 dollars instead of 40 dollars.

WIm very sorry for the mistake. Here is the right change.

GThanks a lot.

WThank you very much. Please come again.

20Giving Directions

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GExcuse me, Where is the telephone?

WThe public phone, maam?

GYes.

WIts over there at the back of the elevator hall.

GThanks a lot.WYoure welcome, maam.

GCould you please tell me how to get to the Bar?

WThe Bar is on this floor. Please go straight along the hallway, turn right at the end and the

Bar is on the left.

GThank you.

21Taking the Order of Chinese Cuisine

WGood afternoon. May I take your order?

GWed like this course for two, please.

WIm afraid this course is for four persons.

GWell, cant you make it for two only?

WIm afraid not, sir. This course is for a minimum of 4 to 5 persons and I think the portions

will be too large for two.

GI see. Well, what do you recommend then?

WI would recommend a soup or an appetizer with two or three small dishes.

GRight, well have the Sliced Chicken in Wine and Black Mushroom Soup with this to follow.

WCertainly, sir. Would you like large or small portions?

GI think the small portions will be enough.

WWould you like rice with your meal?GNo, thanks.

W(Repeats order) Thank you, sir. Just a moment, please.

22Service during the Course of the Meal

WYour Sharks Fin soup, sir. May I serve you?

GYes, please.

WPlease enjoy your soup.

GThank you.

WYour Fried Shrimp Balls.

GShrimp! Are you sure theres shrimp inside? It sure doesnt look like it!

WIts made from ground fresh shrimps, sir.

GHum. By the way, whats this seasoning made from?

WIts a mixture of pepper and various spices. It should be sprinkled on your food.

GI see. What do you call these?

WThey are called Chinese Dumplings. Please mix a little soy sauce and sesame oil on this

plate and dip them into it before eating.

GRight. Thanks a lot.

WYoure welcome, sir. Please enjoy your meal.

23Complaints about the Wrong Order

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GWaiter. This isnt what I ordered!

WIm very sorry, sir. What was your order?

GI ordered a Shrimp Curry, not Beef Curry!

WI see sir. Ill bring you some at once.

WYour curry, sir. Im very sorry for the mistake.GYes, please be more careful in the future!

WI will, sir. I hope you will enjoy your meal.

24Complaints about the Late Order

GWaiter. I ordered my meal at least thirty minutes ago and it still hasnt come. Why is it

taking so long?

WIm very sorry, sir. Ill check your order with the chef.

GPlease do and hurry up! Ive got an appointment in fifteen minutes.

WJust a moment, please.

WYour meal, sir. Were very sorry for the delay. Please enjoy your lunch.

25When Drinks Are Spilt on a Guest

GLook what youvedone!

WIm very sorry, sir. Ill bring you a cloth immediately.

GYes, and hurry up!

WGood evening, sir. Im the Supervisor and Id like to apologize for our carelessness. May I

clean it up for you?

GNo, Ill do it myself!

WAre you a hotel guest?GNo, and whats that got to do with it?

WHere is my card, sir. Could you send us the cleaning bill and we will refund the cost to you?

GI should think so, too!

WWe are very sorry to have caused you this trouble.

GYes, and please be more careful in the future!

WWe will, sir. We are really very sorry.

GThats O. K

26When Drinks Are Spilt on the Hotel Guest

WAre you a hotel guest?

GYes, why?

WWe will arrange for your suit to be cleaned at once. Could you accompany me to your room

and change clothes there?

GAll right.

WMay I have your room number, please?

GYes, its #1234.

WAfter you, sir. We are very sorry to have caused you this trouble.

GYes, its a real nuisance.

WCould you change clothes, sir, and give me the wet ones for cleaning?

GO. K. Hang on a minute.WThank you, sir. May I have your name, please?

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GYea, ImWilson. How long will it take to get them cleaned? Ill need my suit tomorrow.

WWe will deliver your suit by twelve noon tomorrow.

GCould you get it done a little sooner?

WIm afraid our laundry is closed now.

GI see. Well, Ill just have to wait then.WWe are very sorry for the inconvenience, sir.

Using the telephone

1Taking a Telephone Reservation

GHello, Is that the Star Caf?

WSpeaking. May I help you?

GYes, Id like to reserve a table for tonight, please.

WCertainly, sir. For how many persons, please?

GA party of six.

WAt what time can we expect you?

GOh, at 7:00 tonight.

WWould you like a table in the main restaurant or in a private room, sir?

GThe main restaurant will be fine.

WCertainly, sir. A table for 6 at 7 tonight. May I have your name and telephone number,

please?

GSure. Its Franks and my number is 585-7092.

WThank you very much, Mr. Franks. My name is Wang and well look forward to seeing you.

GSee you tonight. Goodbye.

WGoodbye.

2Refusing a Reservation

GHello, is that the Royal Castle Grill ?

WSpeaking. May I help you?

GYes, Id like a table for 8 tonight.

WJust a moment, sir. Ill check our reservation list. Thank you for waiting, sir. Im afraid we

are fully booked for tonight. Would you like to make a reservation at another restaurant in

the hotel?

GWell, where do you recommend?

WWhat kind of food would you prefer?

GLet me see. Something unusual would be good.

WGolden Hall serves many Chinese specialties.

GThat sounds interesting.

WShall I transfer your call, sir?

GDo that, please!

WCould you hold the line, please? Ill connect you.

3Confirming a Reservation

WIs that Industry Bristol, please?G1Speaking. May I help you?

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WMay I speak to Mr. Marcus of the Sales Department, please?

G1Certainly, sir. Ill connect you.

G2Marcus, speaking. What can I do for you?

WGood morning. This is Steve of the Star Caf, Jia Hua Grand Hotel, speaking.

G2Oh, hello. How are you today?WFine, thank you, Id like to confirm your reservation for tomorrow, sir.

G2Yes.

WYour reservation is a table for four at 8 p. m. Has there been any change?

G2Glad you called. The number of persons is the same, but Id like to change the time to 8:30

p. m.

WCertainly, sir. A table for four at 8:30p. m. We look forward to welcoming you.

G2Thank you. Goodbye.

WGoodbye.

4When Theres a Telephone Call for the Guest

CHello. Is that the Coffee Shop?WSpeaking. May I help you?

CYes. Id like to speak to Mr. Matthews, please. He should be in the restaurant having lunch

right now.

WHow do you spell his family name, please?

CM. A. double T. H. E. W. S.

WThank you and could you describe him, please?

CYes, hes tall with dark curly hair and glasses.

WCould you hold the line, please? Ill page him for you.

WExcuse me, sir, but are you Mr. Matthews?

GYes, thats right.

WIm sorry to disturb you, but there is a telephone call for you.

CI see. Where shall I take it?

WIll show you the way, please.

5Taking a Telephone Message

WThank you for waiting. Im afraid Mr. Matthews is not here at the moment. Would he be in

another restaurant?

CNo, he should be there. Could you give him a message when he arrives?

WCertainly, sir. Go ahead, please.CI was due to have lunch with him but Ive been delayed. Could you tell him that Ill meet

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him in the Lobby at two?

WMay I have your name, please?

CYes, its Johnson.

Whow do you spell that, please?

CJ. O. H. N. S. O. N.WWhere can he contact you, Mr. Johnson?

CAt my office.

WMay I have the number, please?

CSure, its 234-8034.

WThank you. Ill give him your message, Mr. Johnson.

CThats very kind of you. Thanks.

WYoure welcome, sir. Goodbye.

6Giving the message

GWaiter. Im expecting a friend but he hasnt arrived. Did he leave a message for me?

WMay I have your name, please?

GYes, its Matthews.

WAnd may I have his name, please?

GYes, its Johnson.

WJust a moment, sir. Ill check for you.

WExcuse me, Mr. Matthews. Mr. Johnson call ten minutes ago and asked you to meet him in

the lobby at two. His number is 234-8034.

GI see. Thanks.

WYoure welcome, sir.

7Restaurant Service Time

GWhen does the restaurant open?

WThe restaurant opens at 11 a.m.

GWhen does the restaurant close?

WThe restaurant closes at 10 p.m.

GWhen is the restaurant open for breakfast?

WThe restaurant is open for breakfast from 6 a.m. until 10 a.m.

GWhat are the restaurants hours?

WThe restaurants hours are from 11a.m. until 10 p.m.

GWhen do you close?

WOur last order is at 10 p.m.

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8Calls about Lost Property

GIs that the Star Caf ?

WSpeaking. May I help you?

GYes. I had breakfast in your restaurant this morning and left my spectacles there. Have you

found them?WCould you describe them, please?

GYes, they are a pair of brown ladies horn rimmed spectacles with blue tinted lenses.

WCould you hold the line, please? Ill check for you.

WIm very sorry to have kept you waiting. We have found your spectacles, maam.

GWonderful. Could you send them up to my room?

WIm afraid we are very busy at the moment. Would it be possible for you to come here and

collect them?

GO. K. Ill do that.

WCould you come to the Cashiers Desk at the entrance?

GFine. Thank you very much.

WYoure welcome, maam.

9When a Guest Wishes to Make an Overseas Call

GId like to make an overseas call. Can I use this phone?

WIm afraid overseas calls cannot be made from this phone.

GWell, its very urgent. Im a staying guest. cant you make an exception for me?

WIm afraid not, sir. This phone is for business use only. We ask our guests to use the guest

room phones for overseas calls. Could you make it from there, please?

GO. K. Ill do that, then.WIm very sorry we couldnt help you, sir.

10Taking a Lunch Order

WGood afternoon, Room Service. May I help you?

GCould you send up some lunch, please?

WCertainly, sir. May I have your order please?

GId Like some Beef Curry and rice, a salad and some beer, please.

WCertainly, sir. We serve a small salad with the Beef Curry. Will you need a separate salad

order?

GNo, youd better cancel the separate salad order then.

WYes, sir. How many bottles of beer would you like?

GHow big are they?

WWe only serve small half-pint bottles in Room Service, sir.

GMake that two then.

WHow many glasses will you need, sir?

GJust one, thanks.

WCertainly, sir. Will that be all?

GOh, yes. Ive run out of cigarettes. Could you bring me some Marlboro, please?

WCertainly, sir. Your order should be there in about 20 minutes.GFine, thank a lot. Bye!

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WGoodbye, sir. Please enjoy your meal.

11An Illegible Reservation Card

WThis is Room Service. May I speak to Mr. Gorton, please?

GGorton, speaking. What can I do for you?WWe would like to check your breakfast order, sir.

GSure, what do you want to know?

WWould you like toast or rolls with your breakfast, sir?

GIll have some rolls, please.

WThere are three rolls per portion, sir. Will that be enough?

GThats Fine.

WHow many tomato juices would you like?

GTwo, please.

WThank you, sir. We deliver your order at your requested time (at 8 a. m.)

GId appreciate that.

12Complaints about a Late Order

WRoom Service speaking. May I help you?

GListen! I ordered dinner about half an hour ago and it still hasnt arrived. Why is it taking so

long?

WWere very sorry for the delay, sir. Could you hold the line, please? Ill check your order

with the Chef.

WThank you for waiting, sir. Could you wait a little longer, please? Your order is already on

the way.

GI should think so, too!

WWere very sorry to have kept you waiting, sir.

13Delivery of Food

WGood morning. This is Room Service. May I come in?

GSure.

WHere is your meal, sir. Where shall I put the tray (wagon, trolley)?

GYou can leave it over there.

WCould you sign here, please?

GI dont have a pen. Can I use yours?

WCertainly, sir. Here you are.WThank you, sir. When you have finished, could you leave the tray in the hallway, please?

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GYes, of course.

WThank you, sir. Please enjoy your meal.

GI will. It looks good.

14Serving the GuestWMay I serve your soup now?

GYes, please do.

WShall I open the wine now?

GSure.

WThere is a warmer under the wagon. Please help yourself but be careful because it is hot.

GYes, I will.

WCould you choose two French pastries, please?

GThey look good. By the way, I forgot to order some coffee. Could you bring some up,

please?

WI can take your order, sir, but it will take some time. If you could give any additional orders

to Room Service on extension #7, they can be delivered quickly.

GI see, thanks.

WYoure welcome, sir. Please enjoy your meal.

The Chinese Restaurant Service

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For greeting and saying goodbye 1Good morning/afternoon/evening, sir/madam. Welcome to Chinese Restaurant.

///

2Good evening, sir/madam. Nice to meet you. How are you?/

3Happy New Year. / Merry Christmas. /

4Wishing you happiness and prosperity!

5Please dont leave anything behind and thank you for your coming.

6Watch your step and hope to see you again.

7Goodbye.

8See you tomorrow.

Thanks and apology1Thank you. / Thank you very much. /

2Thank you for your kindness.

3Its very kind of you.

4You are welcome. / Its my pleasure. /

5Im sorry.

6Sorry for disturbing you.

7Its my fault.

8It doesnt matter.

9Pardon me / I beg your pardon?

For serving guests1Excuse me, what can I do for you? / May I help you?

2How many people are you together?

3This way please.

4Sit down please. / Take a seat please.

5Is there anything else I can do for you?

Others1Where can I wash my hands? / Where is the washroom?

2Over there.

3Go straight and turn right.

Taking orders ()1Heres the menu.

2We have hot pot.

3We have snacks, porridge and noodles.

4We have Beijing roast duck.

5Would you like a drink first? 6What would you like to drink?

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7Bottled or canned

8What kind of tea/drink would you like? /

9May I take your order, now?

10What kind of dish would you like?

11What kind of vegetables would you like? 12The seafood is sold by weight.

13Would you like some soup with your meal?

14We have our daily soup.

15Todays special is.

16I would recommend to you, Its very good.

17May I suggest having ? Its very tasty.

18Our lobsters are fresh.

19Do you want to try todays special?

20Its prepared in front of you.

21Im sorry, its sold out.

22Im afraid that this vegetable is out of season.

23Would you like to change another dish?

24It will take 15 minutes to prepare your dish. 15

Situation English (Waiter Guest )1Ordering Dishes ()

W: Good evening, sir. Would you like to take a look at the menu?

G: Yes, thank you.

W: Would you like a drink before you order, sir? G: Qingdao beer. Please.

W: Yes, sir. Ill bring it over. Have you decided what youd like, sir?

G: Ill have Chinese food for a change today. Will you recommend me some Chinese dishes?

W: We have the roast duck, fresh fish and shrimp. What kind of dish would you like?

,

2Serving Dishes W: Your thick soup with minced beef and egg, sir. May I serve you?

G: Yes, please.

W: Here it is, please sprinkle some pepper on the soup, it tastes better,

G: Thank you.

W: youre welcome. Heres sauted beef with green pepper in hop plate. Its very hot, be

careful.

W: Your roasted Beijing duck. Its prepared in front of you. May I have it wrapped for you oryou help yourself?

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?

G: Do it myself.

W: This is your complete dish. Enjoy your meal. If you need anything else, just tell me.

G: Nothing at the moment.

W: May I clear the table and bring you some fruitIts free.

G: Thank you so much, its very kind of you.

W: Its a pleasure to be of your service.

3Showing the way G: Excuse me. Where is the lobby/western restaurant/toilet/stairway?

///

W: The lobby is on the second floor.

The western restaurant is on the second floor. You can take the elevator, and then turn left.

The toilet is over there beside the bar.

This way pleaseand follow me.

G: Thank you very much.

W: My pleasure.

4Showing the seatW: Good morning, Welcome to Chinese restaurant. G: Good morning.

W: Have you made a reservation?

G: I am afraid not.

W: How many people are you together, please?

G: five.

W: This way please .Is this one all right?

G: This one is very good. Lets take it.

W: Sit down please. Heres the menu. What kind of tea would you like/prefer?

G: Do you have Wu Long?

W: Sure. Just a minute.

G: Thank you.

5Showing the seatWGood morning, Welcome to Chinese restaurant.

G: Good morning.

W: Have you made a reservation?

G: Yes. We made a reservation of a table for two. The room is No.10.

W: Let me check. Yes .sir, we are expecting you. Ill show you to your table.This is room No.10. Do you like it?

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G: Its fine.

W: Thank you sir. I am pleased you like it. Take a seat, please. Would you like to order now?

G: I dont think weve decided what to have today.

W: Here s the menu. You may take a look at it first. Our waitress is coming over to serve you.

G: All right. Thank you.

W: Youre most welcome.

6Others

W: Good evening, sir/madam. Welcome to our restaurant. How many people are you together?

/,. ?

G: Four, please.

W: Is this table Okay? ?

G: Thats all right.

W: Sit down, please. What kind of tea would you like? We serve Black tea Green teaOolong

teaPuer teaChrysanthemum teaJasmine tea.Kwanyin tea.

G: Puer tea please.

W: This is the hot towel for hands.

G: Thank you.

W: Youre welcome. Here are some appetizer before dinner. Enjoy your meal.

G: Thank you. May I have a look at the menu? ?

W: Certainly. Here you are. Please take your time. Im at your service anytime.

W: Are you ready to order now? ?

G: Yes, Please.

W: What kind of dish would you like? We serve fresh seafood everyday. Would you like to have

a look atour seafood pool?

,

G: where is it? ?

W: This way pleaseThe seafood is sold by weight.

W: Look, these are Scallopslobstershrimpscrabsalone and squid.

,

G: I will take .how to cook it? ?

W: How about steamed scallops with garlic and vermicelli? Its very popular.

?

W: It will take fifteen minuets to prepare. While waiting, would you like something to drink?

15 , ?

G: What do you have? ?W: We have beerjuicewineChinese spirit.

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G: Beer please.

W: All right.

The Salese and Marketing Service

Star Caf Venice Restaurant

Peacock Bar Phonix Bar

Royal Castle Grill Tea Garden

Kika Japanese Restaurant Terrace BBQ

Sky Lounge Golden Hall Chinese Restaurant

The Pharaohs Palace Night Club Sauna Health Center

Swimming Pool Gymnasium

Tennis Court Foot Care Center

Rose Beauty Salon

ST/BT / Superior Twin

SQ/BQ / Superior Queen

SK/BK / Superior King

DK Deluxe KingXK Deluxe Executive King

EK Executive King

EQ Executive Queen

ES Executive Suite

ET Executive Twin

PS Presidential Suite

Broadband Internet Access

Satellite TV

International Direct Dial Telephone

In-room Safe

Mini-Bar

Deluxe Bathtub and Individual Shower Booth

Hair Dryer

Making and receiving call 1May I know who is calling / speaking?

2Is there anything I can help?

3Is there anything I can do for you? 4Can I help anything?

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5What can I do for you?

1This is he/she.

2Yes, its me.

3Yes. May I know who is calling? 4Speaking.

1Wait a minute. Ill just find out if he is in the other office.

2Hold on / the line, please. Let me see whether hes back yet.

3Sorry, he is not in this office. Do you know his extension? I can put you through.

1Thank you for your help.

2Thanks for your information.

3I really appreciate your answer.

4Thank you for calling.

1Sorryhes away for a few days. Can I give him a message?

2I am sorry, he hasnt come back yet. Do you want to leave a message to him?

3Unfortunately, hes out on business. Any message for him?

4Is there any message I can give him?

5Could I take a message for you?

6Would you like to leave a message?

1Thats very kind of you. Yes, could you ask him to call me back?

2No, thanks. I can try later.

3Thats very kind of you. But it is very urgent. Can I talk to the Duty Manager?

4No, thanks. I will try his mobile number.

5Please have him return my call.

6Could you ask him to ring me when he is back?

7Tell him to give me a call when he returns.

8Would you tell him I rang?

Making a reservation1How long will you be staying?

2That will be four nights.

3Is it just for tonight?4When do you need the room?

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5Do you want a single room or a double room?

6What kind of room would you like?

7Would you like a room with bath or shower?

8We have single rooms, double rooms, suites and deluxe suites.

9 Would you please tell me the name/the address/the telephone number/your arrival date/yourdeparture date/your room number?

10How long will you be staying/traveling/driving/working?

11Could you wait a moment (tell me about it/ open the door/give me a call/show me your ID card),

please?

12What kind of room would you like?

13Would you please tell me your name and address?

14What about your telephone number, Mr. Smith?

15We have a single available for these dates.

16We do have a vacancy for these dates.

17Its OK for the next week.

18Yes, you can have a room on Saturday.

19 Im afraid we wont be able to guarantee you a room after the 16 th. We usually have high

occupancies in the peak seasons.

20Im sorry, but we are fully booked for single rooms. Would you like to have a double one?

21Im sorry, but the hotel is full on that date.

22Im sorry, sir, we are fully booked.

23Im sorry, madam, we are booked solid on that date.

24We dont have any room available for that week.

25We are full up for those days.26The $60 includes a telephone, a major international newspaper.

27For $70 we will provide you with a telephone, a mini-bar.

28What sort of price would you want to pay?

29Sixty dollars a day, service included.

30Service isnt included in the room rate.

31That includes full breakfast, of course.

32Its 20 dollars for a single room and 25 dollars for a double, tax extra.

33We offer 10% discount for group reservation.

34Im afraid we wont be able to come.

35Im afraid we cant make it.

36Im afraid we dont have anything cheaper.

37Im afraid we wont have any room available for that week.

38Im afraid we wont be able to guarantee you a room next week.

39We do have a vacancy on next Sunday.

40We do have a double room / a single room / a deluxe room / a deluxe suit on next Sunday.

41We look forward to your arrival.

42We look forward to receiving you.

43We look forward to having you as our guest.

44We look forward to your stay with us.45We look forward to welcoming you.

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A: How are you doing?

B: Im fine. Thanks. A: Whats new?

B: Nothing special.

A: Hows everything?

B: Pretty good.

Mr. Brown, I dont think you know Mr. Li Bin. Hes our new Sales Manager.

, ,

: Mr. Brown, Id like to introduce Mr. Li Bin to you. Hes our new Sales Manager.

, ,

: Mr. Brown, this is our new Sales Manager. Mr. Li Bin.

:A: My name is Liu Zhong.

B: Pleased to meet you.

A: May I introduce myself? I am Liu Zhong.

B: Nice to meet you.

A: How do you do? Im Liu Zhong. B: How do you do? Im John Ford. Its a pleasure to meet you. , ,

: , , How can I contact you? / How can I get in touch with you? ?

, :

Sorry, Ive just used up my cards. ,

Sorry, I didnt bring my card with me this time. ,

,

Small talk

Have you ever been to Dongguan?

Do you like this city?

What do you think of Dongguan?

:1. It is so warm today, isnt it?

2. It is a nice (lovely, terrible) day, isnt it?

3. What do you think of the weather here?

4. What is the weather like here in spring (summer, autumn, winter)?

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5. Are you accustomed (used) to the weather here?

A: Thats marvelous!

B: Thank you!

A: How clever of you!

B: Thanks!

A: You have a good sense of humor!

B: Oh, really? Thank you for saying so.

A: What a nice coat you have!

B: Do you like it?

A: Yes, very much.

A: Ive never seen such a beautiful watch!

B: Oh, you like it?

A: It matches your suit perfectly.

B: Im delighted you like it.

A: Your knowledge of Chinese is really surprising.

B: Oh, thank you. I am so glad you think so. A: Well done, Jim.

B: Thank you!

A: I cant get over how good your Chinese is.

B: Oh, really?

A: Yes, seriously, Im impressed, indeed.

B: Thank you, I appreciate the compliment.

, , , Im sorry, A: I am awfully sorry for not coming here on time.

B: Thats all right.

A: Im sorry to have caused you so much trouble.

B: Thats OK.

A: Please forgive me for my carelessness.

B: Forget it.

A: Im sorry to have kept you waiting. I was delayed by something urgent.

B: It doesnt matter.

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1. Since we are new to each other, Id like to introduce Regal Palace Hotel to you.

2. To acquaint you with the hotel, Id like to invite you to our guest rooms and restaurants

sometime next week.

1. Well, I think Id better be leaving now. I have an appointment with another customer at 10.

10

2. Well, its getting late. I really must be going now.

3. Im afraid I have to be going. Its already 4. 4

4. Maybe we could get together sometime next week.

1. Its nice to have met you here.

2. In that case, I wont keep you. 3. Thanks for coming to us.

4. So dont forget to give me a ring while you get home.

1. Thank you for such a nice dinner.

2. Thank you for your kind words (everything you have done for us).

3. I expect your visit to my country.

4. I hope you will be my guest next time.

1. See you.

2. Bye for now.

3. So long. Take care.

4. See you later.

5. Have a nice trip / journey.

6. Keep in touch.

7. Wish you a pleasant journey.

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The Front Office Service

For greeting and saying goodbye 1Good morning/afternoon/evening, sir/maam. ///

2Welcome back, Mr./Ms. /

3Enjoy your stay here. Mr./Ms. /4How do you do?

5Nice to meet you!

6Good bye! !

7Good night! !

8See you! !

9Have a nice trip!

10Have a pleasant journey!

11Hope to see you again.

Thanks and apology1Thank you for your reminding.

2Thank you very much.

3You are welcome.

4Its my pleasure.

5Im awfully sorry.

6Sorry to disturb/interrupt you.

7Sorry to keep you waiting.

8Im sorry. Its our fault.

9It doesnt matter. 10Please forget it.

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For serving guests1May I help you?

2Would you like?

3Would you mind? 4Would you please?

5I see.

6All right.

Warning/Reminding1Make sure of having all of your belongings.

2Watch your head, please!

3Mind your step, please!

4No smoking.

5Please be careful.

Congratulation1Congratulations!

2Have a nice day!

3I wish you a happy holiday.

4Merry Christmas!

5Happy New Year! 6Happy Birthday!

7Wish you every success!

Showing the directions1Where is the Beauty Salon?

2Its on the third floor.

3Excuse me, could you tell me where the swimming pool is?

4Where is the restroom/washroom /elevator/lift/GYM? / /

5Upstairs/Downstairs. /

6At the end of the corridor.

7In the Block A/B. A B

8This way, please.

9Turn right/left. /

Telephone courtesy 1How to spell the name, please?

2Who do you want to speak to?

3I beg your pardon?

4Could you speak slowly 5Im sorry, sir/madam, but nobody answered phone. /

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6Sorry to keep you waiting.

7Ill put you through to Mr. Browns room.

8The line is busy, could you call later or leave a message?

9Your wake-up call is 7:00 tomorrow morning. 7

Making a reservation1How many nights will you stay?

2For which dates would you like to book the room?

3What kind of room would you like?

4A deluxe room for one night will cost 522 with one complimentary buffet breakfast.

522

5May I have your credit card number forguarantee of the booking, please?

6 Once the guaranteed booking cancelled, one night room rate will be charged from your credit

7card as compensation.

8Our check-out time is two oclock in the afternoon.

9A confirmation letter will be faxed to you soon.

10Now we offer 50% discount on our published room rates for all room categories.

11Your room booking is confirmed, please note down your confirmation number. It is

12Could you send more details of your flight for our airport service?

?

Front Desk1Welcome to Jia Hua Grand Hotel. Do you have a reservation?

, ?

2We have deluxe rooms available. The room rate is 522.

, RMB522

3If youd like to stay in our Jia Hua Dynasty executive flooryour breakfast, local calls, Internet

access will be free of charge. And there are bonuses for long distance calls, laundry and Mini-

Bar. Are you interested in this offer? The room rate is

4Would you mind filling in this registration form?

5May I have your passport, please?

6Please sign at the bottom line.

7 Our food and beverage facilities include 24 hours room service. Our Golden Hall Chinese

Restaurant is downstairs and Coffee Shop is right over there. However, I would recommend you

to try the promoting food at our Coffee Shop.

8How would you like to settle your account? 9Would you mind leaving a cash deposit of1000 RMB? 1000

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10This is your cash deposit receipt, please keep it and return to us when you check out.

11Swimming pool and Gymnasium facilities are free of charge for in-house guest.

12You room is on the16th floor, our bellboy Taylor will escort you up. 16 ,

13Elevators are just over there. Your luggage will be sent to your room immediately.

14 Wish you a nice stay. If you need any help, please call Reception Deskat extension 1 or our

Duty Manager at extension 4.

1 4

15Im sorry, I am unable to reveal the guests room number, but Ill be happy to connect you to the

room or take a message for the guest you wish to speak with.

16How many nights would you like to extend your stay?

17May I have your room key reprogrammed for the full duration of your stay?

18We can offer you a late check out until 2:00pm free of charge. If you would like to retain your

room until 6:00pm, a half day charge will be posted to your room account.

2 6

19May I have your room number, please?

20You are Mr. in room 907, am I right? 907

21Did you use the Mini-Bar in your room yesterday?

22Here is your room bill. Please check and sign at the bottom line.

23Please sign here on the credit card voucher. .

24Here is your change.

Bell service1Do you need a hand?

2Im sorry to disturb you.

3May I have your luggage, sir?

4I will show you to the Front Desk.

5This way, please.

6After you, sir.

7Here is your luggage, please check and see it is all right.

Business center1Would you like to use the Internet, sir/madam?

/

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2The charge for Internet is 15 for 20 minutes and 40 per hour.

20 15 40

3The call to USA will be charged at 0.8 for 6 seconds, and plus 15% service charge. Please dial

9 first.

8 15% 94The charge of the A4 copy is 2 per page and 5 per page for A3 copy. The color copy is 10 per

page.

A4 2 A3 5 10

5The fax transmitted to domestic or abroad is charged at 5 per page and plus the telephone cost,

to local city is charged at 3 per page.

5

3