1、旅行社英語第一單元 接待游客Receiving the Guests一、Welcoming the New Arrivals 歡迎新來賓業務述要在旅游業務中，導游從機場接待境外游客，是整個旅行工作的開始。接待境外游客涉及到不同的國家, 不同的語言，還涉及到不同的行業。導游要事先到機場等候游客，歡迎新來賓。飛機到達后，要在眾多的 乘客中找出自己要接待的人。必要時，可以把客人的名字寫在牌子上，舉牌示意客人。找到客人后，向客 人作自我介紹，并向客人問候“How was your trip?”（一路上好嗎？讓行員把客人的行送到車上，檢查 好行，以免行出差錯。點清人數，以防客人掉隊。然后再帶客人上車，送

2、客人到酒店。核心詞語guiden.導游、陪同travel service旅行社tour group旅行團headV.帶領beforehandadv.事前tour leader旅行團領隊piecen.件，個baggagen.行baggagemann.行員attentionn.注意followV.跟，來句型例1. Excuse me, is your name Mr. Smith?對不起，你是史密斯先生嗎？2. Excuse me, but aren't you Mr. Smith from the United States? 對不起，你是美國來的史密斯先生嗎？3. Welcome to

3、 China, My name is X .歡迎來到中國，我叫X。4. I am the guide from China Youth Travel Service.我是中國青年旅行社的導游。5. Thank you for coming to meet us.你來接我們。6. How was your trip?一路上好嗎?7. You have a group of 15, right?費團有15人，是嗎？8. . Do you have a group size of 18?貨團有18人嗎？9. How many members in your group?貴團有多少人？10. ow m

4、any piece of luggage do you have altogether?你們總共有多少件行？11. Here are the luggage checks.這些是行牌。12. When you pick up your luggage, please put it on these carts. 大家取到行后，請放在這幾輛手推車上。13. Is everybody here now?人到齊了嗎？14. We have made reservations for you at the hotel.我們已經在酒店給你們訂好房間了。15. Your luggage will be d

5、elivered to your rooms in the hotel. 你們的行會送到你們的房間里去的。16. Shall we go now?現在可以走了嗎？17. Please follow me to the bus.請跟我上車。18. . Can I have your name, please?請問你叫什么名字？19. . Did you have a pleasant trip?旅途愉快嗎？情景對話(At the airport. Wang Ming, a guide from China Youth Travel Service, is to meet a tour group

6、 from the United States headed by Mr. Smith. The travel service has received notice beforehand about their arrival.)(在機 場，中國青年旅行社的導游王明正迎接一個以史密斯為領隊的來自美國的旅行團。對于該團的到來，旅行 社已經接到通知。）G=Tour Guide導游L=Tour Leader旅游團領隊P=乘客M=旅游團成員G： Excuse me, is your name Mr. Smith?對不起，你是史密斯先生嗎？P： No, I am afraid you have mad

7、e a mistake.我不是，我想你弄錯了。G： rm so sorry.真對不起。P： Never mind.沒關系。M： （Listening to their talk） Oh, I'm a member of the tour group from America. Mr. Smith is our tour leader. He is over there.（聽到了他們的談話）哦，我是來自美國的旅游團成員。史密斯先生是我們的領隊，他在那兒。G： Thank you.你。G： Excuse me, but areift you Mr. Smith from the Unite

8、d States?對不起，你是美國來的史密斯先生吧？L： Why, yes.啊，我是的。G： Oh, Mr. Smith, welcome to China. My name is Wang Ming. I am the guide from China Youth Travel Service. 噢，史密斯先生，歡迎來到中國。我的名字叫王明，我是中國青年旅行社的導游。L： Glad to meet you. Thank you for coming to meet us.很高興見到你。你來接我們。G： Glad to meet you, too. Mr. Smith. How was you

9、r trip?很高興見到你，史密斯先生。一路上好嗎？L： Fine. We had a very pleasant trip.很好，我們旅行很愉快。G： You have a group of 15, right?貨團有15人，是嗎？L： Yes.是的。G： How many pieces of luggage do you have altogether?總共有多少件行？L： 28 altogether. And here are the luggage checks.總共有28件。這是我們的行牌。G： I see. When you pick up your luggage, please

10、 put it on these carts. Til ask the luggageman to take care of it. 我明白了。大家取到行后，請放在這幾輛手推車上。我會讓行員看管行的。L： Thank you very much.非常感保。G： Is everybody here now? Our bus is outside the airport.人到齊了嗎？我們的車在機場外。L： Oh, let me see. Yes, everybody is here.噢，讓我看看，是的，都到齊了。G： Mr. Smith, we've made reservations f

11、or your party at Lake View Garden Hotel. Your luggage will be delivered to your rooms in the hotel.史密斯先生，我們已經給貴旅行團在湖濱花園酒店訂好房間了，你們的行會送到你們的房間里去的。L： That is splendid!好極了！G： Shall we go now?現在可以走了嗎？L： Yes, I think so.是的，可以了。G： Attention, please. Now please follow me to the bus.大家請注意，現在請跟我上車.語言指南1 . “nev

12、ermind”是對上一句I'm so sorry的回答，表示沒關系。例如:I am so sorry to have brought you so much trouble.我很抱歉，給徐添了這么多麻煩。Never mind about that.這沒關系。2 . "glad to meet you"或"nice to meet you"表示見到你很高興，當被介紹與人認識時的招呼用語。3 .“pieces of luggage”,表示行的件數。luggage,行，英國用法,美國則用baggage。higgage/baggage為不 可數名詞。兩件

13、行two pieces of luggage/baggage,在piece后加“s”，表示復數。4 .句子中的“pickup”為“撿起”“拿起”。例如：Mrs. White picked up her hat on the ground.懷特夫人撿起了掉在地上的帽子。5 .句子中的“reservation”表示旅館房間、劇院座位等的預定，例如：Resen ations for the film tickets can be arranged through the travel service.可以通過那家旅行社對電影票進行預訂。6 .句子中的“deliver”為動詞，表示投遞、傳送，例如：t

14、o deliver a letter投遞信件to deliver a message傳話、帶信地方陪同 停車場 詢問處 海關 手提行 托運行 行牌 導游證 外航機場辦公室話題詞庫 local guide parking lot information desk the Customs hand luggage checked luggage luggage check tour guide certificate foreign airline officesecurity check frontier inspection Customs formality quarantine forma

15、lity declaration form aiiport departure tax flight schedule display passenger conveyer alley boarding gate delayed flight airport service terminal building domestic airport international airport luggage carousel visitor's terraceVIP. room entry formalities luggage receipt安全檢查 邊防檢查 海關手續 檢疫手續 申報單

16、機場稅 航班顯示牌 自動步行梯 通道 登機門 延誤航班機場服務 候機大廳 國機場 國際機場 行傳送裝置 迎送平臺 貴賓休息室 入境手續 行收據二、 On the Way to the Hotel前往酒店的途中業務述要把客人從機場送往酒店，導游要確保每個游客都上了車。在前往酒店的途中，應對游客致詞歡迎他們, 可以說：“Welcome to China”。應對自己及司機等隨行人員作以介紹。對于游客即將下榻的酒店，也應作 出簡單的介紹。在途中，可以將有旅行團標志的帽子、徽章等物品發給大家。還可以向游客介紹一下沿途 的景色和建筑。核心詞語suitcasen.手提箱welcomeadj.歡迎follow

17、ingadj.以下的badgen.徽章pinv.戴上，別上straightadv.一直地outskirtn.郊區Yellow Crane Tower黃鶴樓districtn.區famousadj.有名的universityIL大學templen.廟宇pagodan.寶塔句型例1. Is everybody on the bus?人都上車了嗎？2. May I help you with your suitcase?我可以幫你拿（放）好箱子嗎？3. . Welcome to Wuhan!歡迎來到！4. Allow me to introduce myself to you.請允許我作自我介紹。5

18、. Im your national guide from China International Travel Servise. 我是你們的全程陪同，來自中國國際旅行社。6. Im very glad to have all of you in China.我非常高興，你們來到中國。7. I will be with you in the following ten days of the tour.在以下十天的旅行中，我將與大家一起。8. Im glad to be of your service.能為你們服務，我非常高興。9. I hope we will have a very goo

19、d time together.我希望我們在一起能夠愉快。10. I expect after such a long trip, you'd like to have a good rest. 我想各位經過長時間旅行之后，都好希望好好休息一下。11. We are driving straight to the hotel.我們直接開往酒店。12. The hotel is situated in the outskirt of the city.這個酒店位于城市的郊區。13. We hope you will have a good time there.希望你們在那里能夠過得愉快

20、。14. You may take a look at the city along the way.大家可以看一看沿途市區的景色。15. . Are all the people here?人都到齊了嗎？16. May I introduce myself to you?請允許我做自我介紹。17. Have a good day!希望你們在那里住的愉快！情景對話（Wang Ming, the guide, is taking the tour group from the aiiport to the hotel. The bus is to start.）（導游王明正準備把一個旅行團從機場

21、帶到酒店，汽車就要開動了。）G=Tour Guide 導游L=Tour Leader旅游團領隊T=Tourist 游客G： (on the bus)Is everybody on the bus?(在車上)人都上車了嗎？L： I'm afraid not. Mrs. Jones is not here. Ah. here she comes.還沒有呢，瓊斯太太不在這兒。啊，她來了。G： (Mrs. Jones comes with a suitcase) May I help you with your suitcase, Madam?(瓊斯太太拿著一個手提箱上來)我幫你把箱子放好，好

22、嗎？T： It is very kind of you.真是太感激你了。G： Shall we go now?現在可以開車了嗎？L： Yes, please.請吧！G： (To all the tourists) Welcome to China! Welcome to Wuhan! Ladies and gentlemen. Allow me to introduce myself to you, my name is Wang Ming, Tm your national guide from China International Travel Service. I'm very

23、 glad to have all of you in China! ril be with you in the following ten days of the tour. I'm glad to be of your service and I hope we will have a very good time together. Here are the badges of out travel service for everybody, please pin them on and here are the caps of our travel service, ple

24、ase put them on. I expect after such a long trip from the United States to China, you'd like to have a good rest. So we are driving straight to the hotel. Lake View Garden Hotel. The hotel is situated in the outskirt of the city. It is one of the best hotels in the city. We hope you'll have

25、a good time there.(對所有游客)女士先生們，歡迎大家來到中國！歡迎大家來到！請允許我作自我介紹，我叫王明，是 你們的全程陪同。我來自中國國際旅行社。我非常高興你們到中國旅游。在以下十天的旅行中，我將與大 家在一起。能為大家服務，我感到很高興。我希望我們在一起能夠愉快。這是旅行社徽章，請別上；這是 有旅行社標志的帽子，請戴上。我想各位經過從美國到中國的這一段長時間旅行之后，都希望好好休息一 下。所以，現在我們就直接去湖濱花園酒店。這個酒店位于城市的郊區，是全城最好的酒店之一。希望你 們在此酒店能過得愉快。T： That s great!太好了！G： You may as wel

26、l take a brief look at the outskirts and the city along the way. Please look straight ahead, we can see the famous Yellow Crane Tower. Here is the busy railway station. Now we are in the culture center of the city, Wuchang district. There are many famous universities in this area. Here is a pagoda.

27、Tliere is a temple. Over there, can you see a red building near the lake? It is Lake View Garden Hotel. Here we are at the hotel.大家不放欣賞一下沿途郊區和市區的景色。大家請往前看，就可以看到著名的黃鶴樓。這是忙碌的火車站。 現在我們到來這個城巾的文化區武昌區，在這個區有許多著名的大學。這是一座寶塔，那是一座廟宇。看 見了嗎，那座紅色的座落在湖邊的建筑，就是湖濱花園酒店。我們到了。語言指南1 . "Here she comes"表示“她來了”，也可

28、以用下列的句子表達: There she is.She is coming.2 .句子中“be with”表示“與在一起”,例如：Mr. Wang was with us as an interpreter during the visit.王先生在訪問中作為一名翻譯與我們在一起03 .句中的“expect”為動詞，表示“料想”，例如：I expect there is a big celebration for the Chinese New Year tonight.我想今晚有慶祝中國新年的大型慶典。4 .句中的"besituated”表示“位于”,例如:The hotel is

29、 situated in the center of the city / near the lake.酒店位于該市的中心/酒店離湖很近。5 .句中的“Here is”表示“這兒是”，相似的句型還有"Now we are in”（現在我們到了）, “There is”（那兒是）,"Over there you can see”（在那兒,你可以看到）等等。話題詞庫 map of the town key street light clothes shop window display pedestrian bookshop department store advertise

30、ment traffic lights street cafe taxi stand post office news dealer limousine trolley bus taxi truck motor-cycle pedicab motor pedicab parking lot highway subway fly-over highway / over pass pavilion palace cultural relic ancient site mausoleum memorial hall scenic spot place of interest monument城市地圖

31、地圖圖例說明街燈 時裝店 櫥窗列商品 行人書店 百貨商店 廣告，廣告牌 交通信號燈 街頭咖啡室 出租汽車站 郵局 報販高級轎車，大轎車 無軌電車 出租車 卡車 摩托車 三輪車三輪汽車 停車場 公路地鐵立體交叉公路/天橋 亭子宮殿 文物 遺址 陵墓 紀念館 風景區 名勝古跡 碑 避暑圣地 溫泉 雕像 摩天大樓summer resort hot springs statue skyscraper三、Check in辦理住店手續業務述要在客人到達以前，可以為客人預訂房間(make a reservation).預訂好客人要求的房間，如套間(suite). 單人房(single room)、標準間(s

32、tandard room)等。客人到達酒店后，應向酒店接待員說清預訂的房間、 預訂的時間、以誰的名義預訂的等。作為酒店接待員應禮貌地請客人出示護照、填寫登記表、向客人分發 鑰匙等。導游安排好客人住下酒店以后，可以向客人道別，并向客人安排第二天的容及行程等。核心詞語tour group旅游團reception desk服務臺make a reservation預訂receptionistn.接待員suiten.套間single room單人房bookv.訂購have a bath洗澡telephonen.air-conditioner空調passportn.護照registration form

33、登記表bellboyn.服務員considerateadj.體貼，周到的lobbyn.大廳句型例1. Welcome to our hotel.歡迎來到我們酒店。2. I'd like to have two suites and ten single rooms, please.我想要2個套間、10個單人間。3. Have you made a reservation?你們預訂了嗎？4. We have booked two suites for our guests from the United States.我們已為我們的美國客人預訂了兩個套間。5. There is no r

34、eservation from your service.貴旅行社沒有預訂。6. Could you check again a resen-ation for Friday for the tour group from the United States? 請再查一查好嗎？是為美國旅行團預訂的，時間是星期五。7. Do the rooms have a bath?房間帶浴室嗎？8. I feel like taking a bath right now.我現在就想洗個澡。9. Every room is equipped with a bath, a telephone and an ai

35、r-conditioner.每個房間帶有浴室、和空調。10. Can I see you passports, please?可以看看你們的護照嗎？11. Please fill in this registration form.請填寫這登記表。12. Shall we have our keys to our room?我們可以拿房間的鑰匙了嗎？13. . The bellboy will take you to the rooms.服務員會把你們帶到房間。14. I will meet you at the lobby on the ground floor at seven o'

36、;clock tomorrow morning. 我明天早上7點會在一樓大廳等你么。15. . You can take a good rest tonight.你們今晚可以好好休息一下。16. You have been very considerate.你非常周到。17. Enjoy your stay.祝你們過得愉快。18. We'd prefer a double room.我們想要一個雙人房。19. What is the price of the room?這房間要多少錢？20. rd like to cancel my reservation for Monday.我想取

37、消星期一的預訂。21. Do you have any vacancies tonight?今晚有沒有空房間？22. Could I see the room first?可不可以先看房間？23. Does the price include breakfast?房租費包不包括早餐？24. . The air-conditioner doesn't work.空調壞了。情景對話A tour guide and his tour group come to the reception desk of the hotel. They have made a reservation thro

38、ugh the travel service. A receptionist attends them.導游旅行團領隊 接待員 游客（一個導游和他的旅行團來到了酒店的服務分。通過旅行社，他們已預定了房間，一個接待員正接待 他們°）G=Tour Guide L=Tour Leader R=ReceptionistT=TouristR： Good afternoon! Welcome to our hotel.下午好，歡迎來到我們酒店。G： Good afternoon! Td like to have two suites and ten single rooms, please.下午

39、好，我想要兩個套間，10個單人房。R： Have you made a reservation?你們預訂了嗎？G： Yes, we have booked them for our tour group from the United States. rm Wang Ming. I'm from China International Travel Service.是的，我們已經為我們來自美國的旅行團預訂了房間，我是王明，是中國國際旅行社的工作人員。R： Oh, I'm sorry. There is no reservation from your service.噢,對不起

40、，貴旅行社沒有預訂。G： I'm sure we have made a reservation. Could you check again a reservation for Friday for the tour group from the United States?我確信我們預訂了。請再查一查，是為來自美國旅行團預訂的，時間是星期五。R： All right, let me check again. Ah, yes, two suites and ten single rooms from China International Travel Service. 好吧，讓我再

41、查一查吧。啊，是的，中國國際旅行社預訂了兩個套間，10個單人房。T： Do the rooms have a bath? I feel like taking a bath right now.房間帶有浴室嗎？我現在就想洗個澡。R： Yes, every room id equipped with a bath, a telephone and an air-conditioner.有，每個房間帶有浴室、和空調。T： That s good!太好了！R： Can I see your passport, please?可以看一看你們的護照嗎？L： Yes, these are our pass

42、port.可以，這是我們的護照。R： Thank you. Here are your passports. Please fill in these registration forms.°護照還給你們。請填寫登記表。L： The registration forms are finished. Shall we have our keys to the rooms?登記表填完了，我們可以拿鑰匙了嗎？R： Of course. Here are the keys to your rooms. Your rooms are one the third floor. The bellb

43、oy will take you to your rooms.當然可以。這些是你們房間的鑰匙。你們的房間在3樓，服務員會把你們帶到你們的房間。L： Thank you!G： I guess you must be tired after a long trip. If there's nothing else you want, I will be leaving. I will meet you at the lobby on the ground floor at seven o'clock tomorrow morning for your breakfast. You

44、can take a good rest tonight.我想經過一段長距離的旅程之后，你們一定感到很疲倦吧，如果沒有什么事情可以幫忙的話，我要走了。 明天早上7點我會在一樓大廳等待大家去吃早餐，你們今晚可以好好休息一下。L： I doift think there is anything else. You have been very considerate. Thank you very much.我想沒有什么事情了，你非常周到，你！G： You are welcome. Enjoy your stay. See you tomorrow.不客氣。祝你們過得愉快。明天見。L： See y

45、ou tomorrow.明天見。語言指南1 .句中的"attend"為動詞，是“照顧、接待”的意思，例如：The reception clerk is attending a couple from France.那個接待員正接待來自法國的一對夫婦。2 .句中的“Fliketo”為“wouldliketo”的縮寫形式，表示“想要”。相似的句型有“I want”（我想要）， “I prefer”（我更喜歡）例如：I would like to have a single room.我想要一個單人房。I prefer a suite.我更喜歡要一個套間。I want a qui

46、et room.我想要一個安靜的房間。3 .句中的“feellike”為“想要”,后跟名詞或動名詞,例如:I feel like swimming now.現在我想游泳。I feel like a walk.我想去散步。4 .句中的“beequipped with”為“裝備、配備”,例如：The hotel is equipped with the Chinese traditional furniture.該酒店裝備了具有中國傳統特色的家具。5 .句中的“fill in”為“填寫”，例如：He was filling in an application form.他正填寫申請表格。6 .句中

47、的“keys to the rooms”為“房間的鑰匙二7 . I don't think there is anything else.我想沒有什么事情了。是一個否定句，否定主句。不能說城"I think these is not anything else/話題詞庫 front office clerk front office manager assistant manager duty manager guest relations officer information supervisor information clerk reception superviso

48、r manager of room division executive housekeeper manager of reservations reservation clerk front office cashier foreign exchange clerk security guard fireman前臺工作人員 前臺部經理大堂副理 值班經理 客務員問訊部主管 問訊員接待部主管 客房部經理 客房部主管 預訂部經理 預訂登記員 前臺收銀員 外幣兌換員 保安員 消防員 巡視員patrol manpublic relations officer公關bellboy服務員elevator o

49、perator電梯工revolving door轉門automatic sliding door控制滑動門lobby大廳card key卡式鑰匙peep role門鏡dirty linen臟衣服ventilator換風扇shower curtain浴簾shower head淋浴噴頭hair dryer吹風機plug插頭wall lamp床頭燈alarm clock鬧鐘television remote control電視遙控開關central heating中央取暖器service bell呼叫器cupboard酒柜第二單元 在飯店At the Restaurant一、Seating the

50、Guest給客人安排座位業務述要旅行，必須要用餐。用餐又分中餐和西餐。無論游客食用中餐或西餐，在酒店餐廳或飯店，都要經過 預約一點菜一用餐中一用餐后這一系列過程。在這一系列過程中，安排座位式必不可少的開始過程。客人 到達飯店時，服務員應禮貌熱情地招呼客人。同客人說：“歡迎光臨(Welcomes our restaurant)”，并根據 客人的要求帶客人到餐廳(dinningroom),大廳(dinninghall)等處就座。也可向客人推薦靠窗的桌子(a table by the window)等。如果客人事先有預訂(reservation),可問清客人的，以便查找客人預訂的房間及座 位，然后可

51、直接帶客人到預訂的座位。之后，導游應安排好客人就座。并對餐廳的卡拉OK等設備作以簡 單介紹，以方便客人使用,如客人有諸如座位不舒服、椅子太低等問題，應及時給予幫助解決，使客人能 夠愉快用餐， 核心詞語restaurantn.餐館dinning room餐廳dinning hall大廳、餐廳make a reservation預訂checkv.檢查coat rack大衣架句型例1. Welcome to our restaurant.歡迎光臨。2. We want a dinning room with two tables.要一間有兩桌子的餐廳。3. rd like to have a tab

52、le for eight.我想要一可以坐下8個人的桌子。4. The dinning rooms are not available now.餐廳都滿了。5. Would you like to have your dinner in the dinning hall?你們愿意在大廳里用餐嗎？6. I can find a table by the window for you.我可以為你們安排一靠窗的桌子。7. We have made a reservation before.我們已預訂了座位。8. Let me check the reservation list.讓我查一查預訂單。9.

53、 Can I have your name, please?請問你叫什么名字？10. I will ask a waitress to show you the way.我讓服務員帶你們去11. Please be seated.請就座。12. Can I have a high chair for my son?我可以要一把高椅子給我兒子坐嗎？13. I will ask the waiter to bring a high chair for him.我會讓服務員給他拿高椅子。14. Is this chair all right?這把椅子行嗎？15. How is this table?

54、這桌子行嗎？16. Would you care to wait? A table over there is almost ready.請你等一會好嗎？那兒有桌子差不多準備好了。17. Would you step this way, please?請這邊走。18. Could you follow me. please?請跟我來。19. We can seat you in a minute.我們很快就會安排你們就座。20. The table is ready.桌子已經安排好了。21. I am sorry to keep you waiting. We are very busy on

55、 weekends.很抱歉，讓你久等了。我們周末很忙。情景對話(A tour guide and his tour group go to a restaurant. A waiter attends them. The tour guide seats his guest.)(一個導游和他的旅行團到了一家餐廳，服務員接待了他們，導游為客人安排座位. )G=Tour GuideW=WaiterT=TouristW： Good evening. Welcome to our restaurant.晚上好。歡迎光臨。G： Good evening. We want a dinning room w

56、ith two tables, each table for eight.晚上好。我們要一間有2桌子，每桌子可以坐下8個人的餐廳。W： Tin sorry, sir. The rooms are not available now. But would you like to have your dinner in the dinning hall? I can find two tables by the window for you.對不起，先生。餐廳都滿了。你們愿意在大廳里就餐嗎？我可以為你們安排兩靠窗的桌子。G： No. thanks. We have made a reservation before.不用了，。事前我們己預訂了座位。W： Let me check the reservation list. Can I have your name, please?讓我查一查，請問你叫什么名字？G： My name is Queen , I'm from China International Travel Service.我叫。中國