加拿大酒店经理的工作场景英语对话与专业术语

典型英语对话及中文翻译

1. 与客人办理入住

Manager: Good afternoon, welcome to [Hotel Name]. How may I assist you today?
经理：下午好，欢迎来到[酒店名称]。请问我今天能为您做些什么？

Guest: Hi, I have a reservation under the name Smith.
客人：你好，我有一个预订，预订名是Smith。

Manager: Certainly, let me check that for you. May I see your ID and credit card, please?
经理：好的，让我为您查询一下。请出示您的身份证件和信用卡好吗？

Guest: Sure, here you are.
客人：当然，给您。

Manager: Thank you. I see your reservation for a deluxe room with a king-size bed for three nights. Is that correct?
经理：谢谢。我看到您预订了一间带特大床的豪华房间，住三晚。是这样吗？

Guest: Yes, that’s right.
客人：是的，没错。

Manager: Perfect. Your room is 507 on the fifth floor. Here are your key cards. The elevators are to your right. Enjoy your stay!
经理：很好。您的房间是5楼的507号。这是您的房卡。电梯在您右手边。祝您住宿愉快！

2. 处理客人投诉

Guest: Excuse me, I’d like to speak to the manager.
客人：打扰一下，我想和经理谈谈。

Manager: I’m the manager on duty. How can I help you?
经理：我是值班经理。我能为您做些什么？

Guest: The room next door is extremely noisy. I can’t sleep.
客人：隔壁房间非常吵闹。我无法入睡。

Manager: I’m terribly sorry to hear that. I’ll address this issue immediately. Would you like us to move you to a quieter room?
经理：非常抱歉听到这种情况。我会立即处理这个问题。您是否希望我们为您更换一个安静些的房间？

Guest: Yes, that would be great.
客人：是的，那太好了。

Manager: I understand. I’ll arrange for a room change right away and send someone to help you with your luggage. Again, I apologize for the inconvenience.
经理：我明白了。我会立即安排房间更换，并派人帮您搬运行李。再次为给您带来的不便道歉。

酒店行业英语专业术语及中文释义

1. Occupancy Rate (入住率): The percentage of available rooms that are occupied.

2. RevPAR (每间可售房收入): Revenue Per Available Room, a performance metric in the hotel industry.

3. ADR (平均日房价): Average Daily Rate, the average rental income per paid occupied room in a given time period.

4. Check-in (入住): The process of arriving at a hotel and registering for a room.

5. Check-out (退房): The process of leaving a hotel at the end of a stay.

6. Concierge (礼宾部): A hotel employee who assists guests with various tasks and inquiries.

7. Housekeeping (客房部): The department responsible for cleaning and maintaining hotel rooms and public areas.

8. Amenities (设施): Features or services offered by a hotel for guests’ comfort and convenience.

9. Overbooking (超额预订): The practice of accepting more reservations than available rooms.

10. No-show (未到): A guest who has made a reservation but fails to arrive and does not cancel.

作为加拿大的酒店经理，熟练掌握这些对话技巧和专业术语对于提供优质服务、有效沟通和解决问题至关重要。同时，保持积极友好的态度，展现同理心，并始终以客人的满意度为首要考虑，这些都是成功管理酒店的关键因素。