回决客人的不合理要求
1、对不起，这件事我也无能为力。
I am sorry, it is beyond my power to do this.
2、很抱歉，我们不能办您所要求的事。
We feel sorry we cannot be able to do what you ask for.
3、我们无法同意您的要求，实在对不起。
Indeed, we regret very much for not being able to comply with your request.
4、我希望能够替您办那件事，但我办不到。
I wish I could render you that service, but I couldn’t.
5、我不得不拒绝您，因为这样是违反我们酒店规定的。
I must refuse to meet your request, as it is against our hotel’s regulation.
6、我不得不拒绝您，因为这样做会有损于我们酒店的声誉。
I must refuse to do as you wish, otherwise it will give harm to our hotel’s reputation.
7、很抱歉，但是这件事的确是违反我们宾馆规定的。
(Excuse me, but I should say it’s against our hotel regulations.)
8、您所做的事说明您是一个行为不端正的人。
What your have done shows that your are a man with bad behavior.
9、我们无法满足您的要求，我国的外汇管理条例不允许这样做；
It cannot be done, as the foreign exchange control regulations of this country will not allow you to do so.
10、你应该尊重我们海关的规定；
You should respect our customs regulations.
11、您的所做的为已经违反了安全条例；
What you have done is contrary to the safety regulations.
12、我要指出，我国法律不允许你这样做；
I should say that the law of our country does not allow you to do so.
13、请国外访者协助我们维持法治与秩序。
Visitors from abroad are hoped to help us to maintain law and order.
14、我们遗憾地指出，您的行为将有损于我们两国人民的友好关系。
We regret to point out that your behavior will cause harm to the friendly relations between our two peoples.
15、我们将对您所做出的事提出抗议。
We shall make a protest against what you have done.？
住宿登记常用旅行社代号master folio
超额预订over-booking
开房率occupancy
预报forecast
预计expected
到达arrival
离开departure
交通工具carrier
付款方式method of payment
情况status
公司firm/company
待遇treatment
房间种类room type
代理agent
保证guarantee
候补名单 waiting list
房价room rate
特价special rate
对外价rack rate
净价net rate
记录record
服务费surcharge
预付prepaid
政府税government tax
团队group
押金advance deposit
订房booking
更改amendment
小包价package
空房vacancy
接机pick up
可售房间available
取消cancellation
客人资料guest history
合作cooperate
酒店代表hotel representative
穿梭巴士shuttle bus
运输transportation备注remar延误delay
黑名单black list
登记表registration form
非吸烟楼层no-smoking floor
相邻房adjoining room
连通房connecting room
加床extra bed
折叠床rollaway bed
入住凭据voucher
续住stay over
折扣discount
国籍nationality
永久地址permanent address
信用卡credit card
签名signature
有效的valid
内部使用house use
半天租房day use
合同价contract rate
延迟退房late check out
推销高价房up-selling
房态room status
佣金commission
房间分配room assignment
分房名单rooming list
保险箱safety deposit box
夜核night audit
逃帐者skipper
淡/平/旺季low/should/peak season
明信片post card
观光sight-seeing
市内游city tour
停留事由object of stay
邮编zip code
纪念品souvenir
最低消费minimum charge
价目表rate sheets/tariff
欠帐多的客人high risk
尽早A.S.A.P.（as soon as possible）
预付C.I.A.(cash in advance)
离店时现付C.O.D.(cash payment on departure)
免COMP(complimentary)
客人未到D.N.A.(do not arrive)
外国散客F.I.T.(foreign individua travele)
次序颠倒O.O.O.(out of order)
只住一夜O.N.O.(one night only)
标准办理手续S.O.P.(standard operation produce)
介绍信Letter of introduction; letter of recommendation
预防（霍乱、伤寒、副伤寒）Inoculation against (cholera, typhoid, paratyphoid)
办手续Go through the procedure (formalities)
已预付P.I.A.(pay in cash)
外交护照Passport diplomatic passport
公务护照Service passport
身份证Identification card
签证Visa
入境签证Entry visa
出境签证Exit visa
过境签证Transit visa
居留签证Residence visa
旅行证Travel permit
健康证书Health certificate
种痘证书Vaccination certificate
黄皮书Yellow book
检疫Quarantine
检疫站Quarantine station (office)
公务旅行Business travel
私人旅行Private travel
公安局签证科Visa section of public security bureau
外事警Foreign affairs police值班On duty
下班Off duty
办公用品
打字机typewriter
打字纸typing paper
复写纸carbon paper
热敏纸thermo-paper
文具用品stationery
信笺letter paper
信封envelope
记事本note book
便条薄memo pad
交班薄log book
曲别针paper clip
安全别针safety-pin
复印机duplioating machine
影印机photocopying
打印/打印机printing/printer
电信telecommunication
硬盘 hard disk
软盘 soft disk
名片business card
钉书机stapler
透明胶scotch tape
会议室conference room
秘书服务secretarial service
翻译translation
小册子brochure/booklet
设备出租equipment rental
幻灯片slide
投影仪overhead projector
装订binding
报纸夹newspaper rod
互联网 internet
网站website
订房预测（分析）room reservation forecast
订房报告表room reservation report
营业日报表daily sales report
住房率rate of room occupancy
行李部常用词汇
行李房bell service
行李寄存处luggage store-room
行李装卸处trunk dock
行李车baggage cart
行李标签label ; tab
酒店标签hotel sticker
小行李small baggage (luggage)
旅行袋traveling bag 手提包hand bag; grip sack
公事包brief case
包裹package
小箱子small trunk手提箱suit-case
梳妆小提箱cosmetic case; toilet case 衣服袋suit bag
纸盒carton
硬纸盒(箱) cardboard box
背囊(旅行背袋)shoulder bag
自用物品personal articles
违禁物品contraband
随身行李accompanied luggage; personal luggage 不随行物品unaccompanied luggage
托运行李registered luggage; transported luggage
切勿投掷NO BUMPING; NO SHOOT
切勿坠落NO NOT DROP
切勿压挤NO NOT CRUSH
勿用手钩USE NO HOOKS 易碎物品FRAGILE
小心CAUTION 小心轻放HANDLE WITH CARE
小心玻璃GLASS(WITH CARE) 液体物品LIQUID
易燃物品INFLAMMABLE PERISHABLE
易腐物品CORROSIVES
爆炸物品EXPLOSIVES
毒品POISON
勿受潮KEEP DRY
勿倒置KEEP UPRIGHT
切勿倒倾DON’T TURN UPSIDE DOWN敲碎break to pieces
压碎crush 击碎smash
破损物breakage
已捆扎already strapped
已打包already baled
绳已断rope already broken
（束）带已断strap already broken
预订机、车票
快车express train
普通列车regular train
特快列车special express(train)
直达列车through express(train)
慢车slow train
货车厢freight car, goods wagon
包房compartment
卧铺（上、中、下）berth (upper\middle\lower)硬座（卧）hard seat(berth)
软座（卧）soft seat( berth)
餐车dining car
客车passenger train卧车sleeper; Sleeping car
行李车luggage van
晚点二小时delay by two hours
搬运费porterage
出发城市departure city
到达城市arrival city
班期days
隔周飞行BW(biweekly)
起飞Dep (departure)
到达Arr (arrival)
航班号FLT/N (flight number)
中途经停站数number of stopover
等级class of service
免费行李free baggage allowance航空公司air-line
中途不着陆飞行non-stop flight夜航night service
定座再确认reconfirmation of reservation
单程票single ticket
来回票return ticket
国内票价domestic fare
国际票价international fare客票有效期ticket validity
儿童票价children fare
单独占一座位occupying a separate seat
取消费cancellation fee
需有成人陪伴同行must travel in the company of an adult passenger
中国民用航空局civil aviation administration of china(CAAC)
超重行李excess baggage
机场费airport fee
误机费no-show charge
不予退款no refund will be granted
总机（OPERATOR）
总机operator/switch board/p.b.x. (private branch exchange) 内线house phone
国际直拔IDD(international direct dialing)
国内直拔DDD(domestic direct dialing)
分机号extension number
叫醒服务wake up call/morning call
勿挂线hold the line
区号area code
国家代码country code
对方付款collect call
转电话put through
市话local call /city call
挂线hang up
长途电话long distance call
客房设备与用品
小孩床cot
行军床camp bed
折叠床folding bed
沙发床sofa bed
床架bed frame
床垫mattress
被子quilt
床软垫bed pad
毛毯blanket
床单sheet
床罩bed spread
枕头pillow
枕套pillow case
被褥bedding
床头柜night stand
床头柜电钮板panel
拼合沙发sectional sofa
茶几tea table; end table
圆桌round table
梳妆台 dresser; dressing table
梳妆镜dresser mirror
写字台writing desk
衣柜wardrobe
废纸篓waste-paper basket屏风screen
衣帽架hat rack
行李架luggage rack
衣架hanger; clothes hanger
抽屉drawer
窗帘curtain
挂帘drapes
蚊香mosquito incense
洗衣袋laundry bag
电热水壶electric kettle
原子笔ball pen
火柴match
烟灰碟ashtray
墙纸wallcovering
锁lock
门把door knob; Door handle
门环door knocker
安全钩safety door hook
床头柜灯night stand lamp
梳妆灯dresser lamp
吊灯swag lamp; pendant light
天花板吊灯ceiling lamp
台灯desk lamp
日光灯fluorescent lamp
壁灯wall light
茶几灯end table lamp
落地灯floor lamp
灯罩lamp shade
灯口socket; bulb holder
开关switch
插销plug
保险丝fuse wire
电冰箱refrigerator
录像机video cassette recorder
气温调节制temperature adjuster
中央空调系统central air-conditioning system湿度调节器electric humidifier
澡盆bath tub
脸盆wash basin
梳子comb
马桶toilet pot; toilet bowl
马桶盖toilet seat
喷头shower nozzle
淋浴帘和架shower curtain and rod
水龙头tap; faucet
橡皮塞子plunger
毛巾架towel stand or rack
浴巾bath towel
毛巾towel
淋浴帽shower cap 晾衣绳clothes-line
牙膏tooth paste
牙粉tooth powder
化妆品cosmetics
香皂soap
化妆品detergent
香水perfume
卫生纸toilet tissue
电视摇控器TV remove control
灯泡Bulb
两相插座Two-pin socket
三相插座Three-pin socket
花瓶vase
浴室称 bathroom scales
花洒浴室防滑垫 bath mat
自来水 running water
淋浴喷头 shower head
手纸 toiler paper
晚安巾 good-night towel
面巾 face towel
浴巾 bath towel
浴袍 bathrobe
睡袍 evening gown
女士卫生袋 lady’s sanitary
海绵 sponge
指甲挫 nail file
剃须刀razor
马桶水箱盖toiler water tank cover
马桶坐板toiler board
垃极桶 rubbish bin
沐浴露 bath foam
皂托 soap dish
擦鞋服务 shoe polishing
擦鞋纸shine paper
污迹stain
内裤 underpants
毛衣 sweater
毛料织品 woolen fabrics
领带 tie
修补mend
洗地机 rotary floor scrubber
缝补 stitch
防护手套rubber glovers
吸水机 wet vacuums
温度计thermometer
针线包 sewing kit
节日
Valentine’s day 情人节
New year’s day元旦
Spring festival春节
The lantern festival元宵节
Easter 复活节
Mid-noonday中秋节
National day 国庆节
Thanksgiving day感恩节
Christmas eve 平安夜
Christmas圣诞节
Labour’s day劳动节
April fool’s day愚人水果草莓 strawberry
莲藕lotus roots
苹果apple
芒果mango
梅子plum西柚 grapefruit
椰子 coconut
番石榴 guava
龙眼 longan
柚 pomelo
西瓜watermelon
蜜瓜honey-melon
枣子date木瓜papaya
樱桃cherry
梨 pear
葡萄 grape
桃子peach
菠萝 pineapple
香蕉 banana
荔枝 lyche
部门
总经理办公室General Manager’s Office
前台(F/O) Front Office
培训部Training D.
餐饮部(F/B) Food and Beverage D.
客房部(HSKP)Housekeeping
采购部Purchasing D.
康乐部 Recreation D.
工程部(ENG) Engineering D.
保安部(SEC)Security D.
人力资源部Human Resources D.
公关部Public Relations D.
销售部Sales D.
商场Shopping Arcade
财务部Financial D.
员工食堂Staff Canteen
洗衣房 Laundry D.
general manager 总经理
executive office行政办
director of executive office行政办主任
executive secretary 行政办秘书
mail clerk收发员
bell captain 行李主管
chief operator 电话总机主管
information clerk 问讯员
restaurant supervisor餐厅主管
hostess 餐厅应接员
restaurant captain 餐厅开单员
restaurant &kitchen coordinator餐厅划菜员
kitchen waiter 传菜员
executive chef行政总厨
head chef厨师长
cook 炉灶厨师
butcher切配厨师
cold kitchen cook冷盘配菜员
chef西餐厨师
bartender酒吧调酒师
baker 面包房操作工
pastry cook 点心工
steward餐具管事
dishwasher洗碟工
grill chef厨房烧烤工
food hygiene食品检验员
senior supervisor资深主管
floor butler客房楼面值班员
recreation center康乐中心
gymnasium attendant康乐服务员
sauna attendant桑拿服务员
swimming pool attendant游泳池服务员
beautician美容员
barber/hair dresser理发员
masseur masseuse按摩员
presser熨烫工
washer洗涤工
delivery boy/mail客衣收发员
sales clerk销售员
financial controller财务经理
chief accountant财务主管
accounting clerk 总帐报表员
payable/receivable clerk 往来结算员
property control财产核算员
cost control工资核算员
purchasing manager采购经理
food storeroom supervisor食品采保主管
food buyer食品采购员
food receiver食品验收员
fresh food store-man 海鲜保管员
dry food store-man 食品干货保管员
payroll master劳资员
personnel assistant人事员
trainer培训员
staff canteen supervisor员工食堂主管
chief security officer 保卫部经理
security office保卫员
director of fire center 消防中心主任
fireman消防员
guard 门卫
patroller巡逻员
chief engineer工程部经理
mechanician机修工
air-conditioning man空调工
lift man 电梯工
boilerman锅炉工
key keeper钥匙工
plumber水电维修工
carpetman 地毯墙纸
季节、月份、星期
春天Spring
夏天Summer
秋天Autuner
冬天Winter
星期一Monday
星期二Tuesday
星期三Wednesday
星期四Thursday
星期五Friday
星期六Saturday
星期天Sunday
一月January
二月February
三月March
四月April
五月May
六月June
七月July
八月August
九月September
十月October
十一月November
十二月December常见病症flu(influenza)流行感冒
a shot of 打一针
a touch of flu 有些染上流行感冒
absorbent cotton药棉
acupuncture针灸
alcohol酒精
anaesthetic麻醉剂
Appendicitis阑尾炎
blood transfusion输血
bowel movements（stool）大便
complications并发症
constipation便秘
corpuscle（red/whit）血球
diarrhoea 泻肚
digestive system 消化系统
disinfectant 消毒剂
glucose 葡萄糖
inoculation预防注射
intravenous injection 静脉注射
intra-muscular injection肌肉注射
sulfadiaine消炎片
mercurochrome红药水
patent medicine pills 成药丸
retch 恶心
twinge阵痛
allergic
abscess脓肿
ache酸痛
asphyxiated窒息
body temperature体温
choking憋气
cold fits阵冷
convulsions痉挛
dizzy, vertugo眩晕
dull pain隐痛
fever发热
hacking cough不断干咳
hawking咳痰
hunger缺氧
inertia无力
itching痒
inflammation充血
loss of appetite食欲不振
obstruction阻塞
paralysis 麻痹
running nose流鼻涕
sharp pain剧痛
shock休克
sore一碰就痛
stomach-ache胃痛
suffocation堵闷
twitching发炎
anemia贫血
cardiogram心电图
cerebral commotion脑震荡
cramps抽筋
vomit 呕吐
stomach trouble胃病
eczema湿疹
dermatosis皮肤病
arthralgia关节痛
back achedislocation腰疼
fracture骨折
disintegration of bones骨裂
arthritis关节炎
alcoholism酒精中毒
food poisoning食物中毒
contraceptive避孕药
alergosis过敏症
doctor’s order医嘱
dose用量
infectious 传染性
unire小便
nausea恶心
unconscious不省人事
artery动脉
asthma哮喘
bronchitis支气管炎
insomnia失眠
pink eye 红眼，火眼
long-sightedness远视
short-sightedness近视
squint斜视
heart-stroke中暑
anti-epidemic clinic防疫站
Chinese academy of medical science中国医学科学院
denta hospital牙科医院
Hospital of Chinese medicine中医医院
Infectious disease hospital 传染病院
Institute of oncology肿瘤研究院
maternitas 产科医院
special hospital专科医院
tuberculosis hospital结核医院
in-patient department住院部
isolation ward隔离病房
lying-in room产房
observation ward观察病房
外交用或常用缩写
H．E．(his excellency)阁下
H．I．M．(his imperial majesty)皇帝陛下
H．M．（ his majesty）陛下
H．R．H．（his royal highness）殿下
P．C．（pour condolence）吊唁
P．F．（pour feliciter）谨贺
P．P．（pour presenter）谨介绍
P．P．C．（pour prender conge）辞行
P．R．（pour remercier）谨谢
R．S．V．P．（repondez s’il vous plait）候复
ASAP（as soon as possible）尽快
FYI（for your information）谨此通知
IRC（internet relay chat ）网上聊天
R AND R（rest and relaxation）放松休息
Begum 贵夫人（印巴称呼）
BO…波（对高级军官尊称）
Burmese styles 缅甸称呼
His Excellency Mr. Prime Minister and Mrs总理阁下和夫人.
His Excellency阁下(对总统，总理，外长，部长，大、公使和显要人物的尊称；对王族，贵族，军人或低于部长的官员一般不用)
His or Her Highness殿下（对亲王，王子，公主等到的称呼）
His Royal Highness亲王殿下（对太子和直系王族的尊称）
Honorable对英联邦系统常用于部长，大臣和议员的称呼
Maung貌（男人一般谦虚的自称）
Respected and beloved（特别）敬爱的
Respected and dear敬爱的
Samdech亲王（柬埔寨称呼）
Thakin德钦（主人的意思）
Their Majesties King XX and the Queen对国王和王后的称呼
Tu。。杜（对有地位妇女的尊称）
U吴（缅甸人的尊称）
Your Excellency respected尊敬的
1、我们当尽力而为，但我很难给您保证什么。
(we’ll try our best ,but I cannot guarantee anything.）
2、非常抱歉我们不能对此事负责，你应该把贵重物品寄存在接待处。
(I must say that we cannot be held responsible. you should have deposited valuables with the reception.)
相信服务员并不是有意无礼，他只是可能没有听懂您的意思。
(I’m sure the waiter didn’t mean to be rude. perhaps he didn’t understand you correctly.)
很抱歉，先生（小姐）。我想这里面可能有点误会。
(I’m sorry sir, there must be some misunderstanding.)
很抱歉，但情况已是如此，请坐一会儿,我尽快为您作安排。
(I’m terribly sorry. but that is the situation. Please take a seat. I’ll soon have something arranged for you.)
先生，感谢您为我们提供这些情况，我立即去了解。
(Thank you for telling us about it, I’ll look into the matter at once..)
先生很抱歉，我将尽快地解决这个问题。
(Sorry, sir , I’ll solve the problem for you as soon as possible.)
恐怕您误会了我的意思，我能解释一下吗？
(I’m afraid you have misunderstood what I said. Perhaps I can explain again.)
对于我的粗心大意我非常抱歉。
(I’m awfully sorry for my carelessness.)
10、先生请别激动，让我来想办法。
(lease sir ,if you calm yourself, I’ll try to help you.)
11、很抱歉，我们此刻不能答应您。我们明天给您回音。
We are sorry, we cannot promise you now. Tomorrow we shall let you know.
12.Thank you for telling us about it, sir. I’ll look into the matter at once.先生，感谢您为我们提供这些情况，我立即去了解。
13．Sorry, sir. I’ll solve the problem for you as soon as possible.
14. I’m afraid you have misunderstood what I said. Perhaps I can explain again.
15.Please relax, madam. I’ll take care of it according to our request.
I’m awfully sorry for my carelessness.
I’ll speak to the person in charge and ask him to take care of the problem.
Just a moment, sir. I’ll have to get the manager.
Excuse me, but I should say it’s against out hotel regulations.
Please, sir. If you calm yourself, I’ll try to help you.
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