Dialogue A
Individual clients check in(散客入住)
G=客人 R:=接待员
R：Good afternoon. Madam.Welcome to Grand Park Kunming .May I help you? 下午好，欢迎光临昆明君乐酒店，请问有什么可以帮到您？ G：Yes, I’d like to check-in .please. 我要登记住宿。
R：Certainly, Madam. May I have you name, please?
好的，小姐。能告诉我您的姓名吗？ G：I’m Christine.Nolan
我叫克莉丝汀?诺兰
R：Do you have a reservation, Ms. Nolan? 诺兰小姐，请问您预定了房间吗？ G：Yes, form today.
是的，预定了。从今晚开始。
R：OK, Ms .Nolan, please show me your passport. 好的，诺兰小姐，麻烦您出示一下您的护照。 R：（双手接客人证件） R：（扫描客人证件后双手归还客人） R：Just a moment, please. I’ll check our reservation record. （After a while）Thank you for waiting. Ms. Nolan. Your reservation is for a business single room for one night, the room rate is ￥800 that including two breakfasts. Is that all right? 请稍等，我查一下预定记录。（过了一会）让你久等了，诺兰小姐，您预定了一个晚上的商务单间，房价￥800（房价用手指给客人不要说出报价）,含两份早餐是吗？ G：Yes. 是的
R：Print out the registration form? 打印住宿登记表。
（再次与客人确认姓名，来店离店日期，房号，房价和早餐数等信息并礼貌的让客人在登记单上签名）
R：You stay here one day, the deposit is ￥1500,you want pay for credit card or cash? 您住一天，押金是￥1500，请问您是刷卡还是付现金呢？ G：By Credit Card. 刷卡。
R：OK, Ms. Nolan, please show me your credit card, I’ll brush ￥1500 of per-authorization（预授权）as your deposit. Do you have a password of your card?
好的，诺兰小姐请您出示一下您的信用卡，给您刷￥500的预授权做您的押金，请问您的卡有密码吗？（刷卡前先核实是否为有效的信用卡，有无客人签名） G：Yes. 有密码
R：OK, please input the password. 好的，请您输一下密码。 R：（刷卡后双手将卡还给客人，礼貌的让客人在POS单上签名并再次告知刷卡的金额） R：This is for you to brush a ￥1500 per-authorization, please sign in POS list to confirm.
这是给你刷的￥1500的预授权，请您在POS单上签字确认. R：（做房卡，填好房卡内页上的房号，房价以及早餐并双手递给客人，请客人在内页宾客姓名处签字）
R：The breakfast time is from 7:00am to 10:00am at the IAP. Please show your room number before meal. The need for additional breakfast is 98yuan one person.
早餐时间是早上7：00-10：00陶乐咖啡厅，请在用餐前报房间号码，需要额外加早餐是98+15% service charge元一位。 G：OK. 好的。
R：Your room number is 1018.Here is your key card. The bellman will take your luggage and show you the way.
您的房间号码是1018，这是您的房卡。行李生将为您提行李并为您带路。 G：OK. 好的。
Dialogue B
Complaint(处理投诉)
C=Front Office Clerk 前台服务员 G=Guest 客人 C：Good evening, Front Office. Can I help you? 晚上好，这里是前台。有什么可以为您效劳？
G：This is Ms. Stevenson, Room 1827. I’ve just checked in and I’m not satisfied with my room. . 我是1827房的史蒂文森小姐，刚入住的,我对房间不满意。 C：May I know what’s the matter? 请问有什么问题吗？
G：The room is too noisy and my husband was woken up several times by the noise the baggage！I didn’t expect such things would happen in your hotel. 房间非常的！我没料到你们酒店会发生这样的事情。 C：I’m sorry to hear that, Ms. Stevenson. I’ll try to arrange another quiet room for you .Please wait a moment.(after a while)。We do apologize for the inconvenience.
很抱歉有这种事情，史蒂文森小姐。我立刻为您更换另一件更安静的房间，我们为给您带来的不便道歉。 G：That fine. Thank you. 好吧，谢谢您。
C：You’re welcome, Ms. Stevenson. Your new room number is 1728 and here is your room key. My name’s Simon, and if there is anything else I can do for you, please don’t hesitate to call me.
不客气，史蒂文森太太。这是为您新更换的房间1728的房卡。我叫西蒙，如果有什么我
能效劳的，请尽管给我打电话。
Dialogue C
Check out
R：Good morning, sir .can I help you? 早上好先生，有什么可以帮到您？ G：Morning .l would like to check out. 早上好，我想办理退房。
R：Certainly. Can I have your name and room number? 好的！您可以告诉我您的名字和房间号码吗？ G：Thomas Dickson in Room 1218 托马斯.迪克逊 房间号码是1218.
R： A double room for two nights at 800RMB per/night, the meals that you had at the hotel are
250RMB….Here is your bill please check it.
一间双人房住两晚，每晚房费是800元，您在酒店餐厅的消费是250元。。。这是您
的账单请您核对一下。
G： Sorry, l am not clear about this item. 不好意思，我对这项消费表示不理解。
R： Oh. This is for the phone calls you made from your room. 这是您从房间内拨打的电话账单。 G： But I didn’t make any calls. 但是我并没有拨打任何电话。
R: Oh, just a moment. l’ll check it . l’m terribly sorry sir .we made a mistake.we will deduct it
from you bill right away.
请您稍等一下我查一下。非常抱歉，是我们的失误，我立即从账单中扣除此项收费。 G: It seems correct now .Can I pay by credit card? 现在看起来账单是正确的了。
R : Yes, Sir. We will cancel your pre-authorization and charge your bill by Credit Card. 好的，先生。我们将会取消您之前刷的预授权再重新收取您的费用。 G: Yes. 好的
R : Have a nice day! We hope to see you again!
好的！先生。祝您有愉快的一天，我们期待能再次见到您！