前臺常用英語.doc

前臺常用英語STANDARDS CHECKIN入住 1.Greet 問候 2.Smile, warm, attentive posture 微笑的、熱情的、專注的態(tài)度 3.Good morning/afternoon/evening, Sir/Madam. May I help you? 早上好/下午好/晚上好，先生/女士。我能為您效勞嗎, 4.Check in 入住 5.May I have your name please? 我可以知道您的名字嗎, 6.One moment please, Mr.-while I pull up your record. 請稍等，XX先生。我查看一下您的記錄。 7.Pulls reg. card and guest record in HIS notes, RG or first time. 將登記卡和客人資料記錄在他個(gè)人歷史檔案中，是回頭客或是第一次下榻的。 8.Welcome (back) to the AWPH Mr./Ms/etc.(Smile) 歡迎(再次)光臨(微笑) 9.Could I trouble you for your passport & a business card, please? 麻煩請您出示一下您的護(hù)照和名片, 10. Thank you, Mr. . I ll complete the card for you. How would you like to settle your account upon departure, (if CC imprints and gains approval, if not credit policy explained during this period, reg. card is completed by receptionist:Correct full name, including full address, company credit indicates settlement and approval.) XX先生，謝謝您，我將很快為您辦完手續(xù)，請問在您離店之前您將如何付費(fèi),(如是信用卡，需刷卡并獲得授權(quán)，按照我們的信用規(guī)則接待員需完整記錄:正確的全名，包括字母起始;完整地址;付帳方式;國藉;護(hù)照號碼;簽證有效期;職業(yè) 11( Mrif I could just ask you to confirm your room rate, departure date, Indicate weather you are have for business or leisure and sign at the bottom please. XX先生，我將再次與您確認(rèn)您的房價(jià)、離店日期，并且想了解你是來旅游或公差的,如無不妥，請?jiān)谌胱蔚撞亢炞帧?12( Thank you, Sir/Madam. Would you prefer a smoking or non-smoking room? 謝謝，請問您喜歡禁煙樓層或是非禁煙樓層, th13( We have a deluxe king-bed and non-smoking room on the 10 floor overlooking the garden, will this be suitable. 我們在十樓有可以觀景的豪華非禁煙房間，您覺得適合嗎, 14( MrIll just call the bell-man and then I will show you to the room to ensure that you are comfortable. XX先生，我會(huì)讓行李員帶您上房間以確保您覺得房間是否舒適。 ESCORT 陪同上房 1.Accompanies guest to the lift. 陪同客人進(jìn)電梯。 2.Makes pleasant conversation about 制造愉快的談話，關(guān)于: -Hotel restaurant 酒店的餐飲。 -Hotel amenities 酒店令人愉快的事。 -Journey to hotel 到酒店的旅程。 -Past visits 曾經(jīng)游覽過的。 -Weather 天氣。 3.Pushes lift button and holds lift while guests steps inside Hits the floor No. 按電梯按鈕，客人步入電梯時(shí)按住電梯門，然后按樓層按鍵 4.Calls floor No. And holds doors for all other guests departing lift prior to your guest. 報(bào)出樓層號碼，為在您的客人之前出電梯的客人按住電梯門。 5.At floor gets out first and hold door while guest alights from lift (elevator). 到達(dá)所去樓層時(shí)，先出電梯，并為客人按住電梯門到客人走出電梯。 6.On the way to the room explains:去房間時(shí)，為客人介紹: -Emergency exits 緊急出口通道 -Room boy station 服務(wù)臺 -Introduces room boy by name to guest 為客人介紹服務(wù)員的姓名 7.Opens door for guest while explaining key system, turn on light and leads guest to the room. 為客人開門，并介紹鑰匙的使用方法，進(jìn)門取電，指引客人進(jìn)房。 8.Explains room features: 介紹房間設(shè)施 -Bathroom with hair-dry 帶吹風(fēng)機(jī)的浴室 -Elsafe & Sobs 沐浴液 -Bedside console 床頭控制 -Armoire with machine 衣櫥 -Desk with fax machine 放傳真的桌子 -24 hour room service 24小時(shí)客房服務(wù) -Twice daily room service 每日兩次房間清潔 -Fruit basket 果籃 9.Finall 最后 -Offer further assistance 提供進(jìn)一步服務(wù) -Using guest name, wish a pleasant stay.稱呼客人姓名并祝入住愉快 -Promise follow up luggage 保證行李隨后即到 CHECK OUT結(jié)帳 1.Greeting 問候。 2.Smile warm attentive posture. 微笑，熱情，專注的態(tài)度。 3.Good morning/afternoon/evening, may I help you? 早上好/下午好/晚上好，我能幫助你嗎, 4.May I have your name, please? 我能知道您的名字嗎? 5.One moment please. Mr. XXX while I pull your record and print your bill. 稍等一會(huì)兒，某某先生，讓我查一你的記錄并打印您的帳單. 請6.Did you enjoy anything from the mini-bar last night or this morning. Mr.XXX? 請問您昨晚或今早用過小冰箱里的東西嗎，某某先生, 7.Pull registration card and guest record is HIS up dates mini- bar prints folio. 從電腦系統(tǒng)中找出客人的相應(yīng)資料，更新酒水帳單并打印出來。 8.How did you enjoy stay with us，Mr./Mrs., 您入住的是否愉快，某某先生/女士, 9.Do you need assistance with your luggage or transportation? 需要幫您運(yùn)送行李嗎, 10. Pull bill from printer and reviews it prior to giving to the guest? 將帳單交給客人之前先復(fù)查一遍所打印的帳單。 在11. Sir/Madam, please review your bill. 先生/女士，請看一您的帳單。 12. Is everything in order? Shall I use the - Given up on arrival Mr. XXX. 是否都正確呢,請問您將如何付帳, 13. Adjust as needed present documents for signature. 如果需要可出示相關(guān)文件核對簽名。 14. If I could just trouble you for your signature Mr. XXX. 可以麻煩您在這里簽上您的名字嗎, 15. Will you need a future reservation? 您是否需要給您在其他地方訂房, 16. Did you empt