礼宾部英语对话.doc

FIT check I:1) Greeting: when guest come to hotel, Bellboy must open the vehicle door, and greeting the guest.”Good morning/afternoon/evening,sir/madam.welcome to Golden River View Hotel.Do you have any luggage?”.Then help the guest with luggage and confirm luggage qualtiey.”Just XXXpieces?问候：当客人来到酒店，行李员必须打开车门并问候客人，“早上/下午/晚上好，先生/女士。欢迎来到金水湾大酒店，您有行李吗？”然后帮助客人拿行李并确认数量。“只有XX件行李对吗？”2) Show way to the reception desk:” The reception desk is over there, Please check in first.”指引客人到前台：“前台在那里，请您先入住登记。”3) After guest check in:” May I have your room number? Ill show you to the room.”当客人入住登记完之后：“请问您房号是多少？我会带您去房间。”4) Push the Button of elevator and let the guest go inside first;” After you, please.”按电梯并让客人先进电梯：“您先请。”5) Introduce hotel facilities for the guest when in the elevator(restaurant/BC/ meetingroom etc.)在电梯内向客人介绍一下酒店设施（餐厅/商务中心/会议室等。）6) Arrive at the room ,Bell boy should get the room key from guest.” May I have your key?” Ring the bell three times.” Bell service.” To ensure nobody in the room then open the cloor and insert the key for the Power.到达房间，行李员应该向客人拿钥匙。“您可以把钥匙给我吗？”按门铃三次。“礼宾服务”以确保没有人在房间内后才开门并插入钥匙卡取电。7) After the guest get into room, bellboy must put luggage on the rack and confirm the gualtity again.在客人进入房间后，行李员必须将行李放在行李架上并再次确认数量。8) Rooming: ”May I introduce room facilities for you?” “This is safety box.This is MINIBAR.Here is price list.”介绍房间：“我可以为您介绍房间设施吗？”“这是保险箱，这是迷你小冰箱。还有价格单。”9) Farewell. ”Anything else I can do for you?” “Enjoy your stay with us, goodbye.”告别：“您还有什么需要吗？”“祝您入住愉快。再见。”10) Record: Write down all the information on the Bell Movement Record.When back to the concierge desk.(Room no/Time Received pIeces/content/Time finished/staff).记录：当回到礼宾部柜台后，在行李员动向表上记录下所有信息。（房号/接到要求时间/行李数量/内容/完成时间/客人姓名/）GROUP CHECK IN：1） Before the group arrive, bellboy must get ready for group luggage list. Fill out the information if the bellboy knows advanced.(Name of group/Agent /Number of Rooms/Pax/Arrival Date/Room NO/Bell man).团队入住：在团队到达之前，行李员必须准备好团单，填写好事先知道的内容（团队名称/旅行社/房间数量/人数/到达日期/房间号码/行李员）。2） When the group arrive, bellboy must take all the luggage from bus to lobby ,then Count the quantity.(Bellboy must check the luggage whether its broken and Meanuhile record the time/car number/luggage quantity).If no problem of all the luggage status.ask the driver to sign on the group luggage list. If any problems,please record the details in the remarks and also ask the driver to sign. Put all the luggage on the trolley and covered by a luggage net. Find out the Tour Leader,ask the room Number of him/her.and request him/her to sign on the group luggage list.当团队到达的时候：行李员必须把所有的行李从车上拿到大堂并清点数量。（行李员必须检查行李是否有破损，同时记录下时间/车牌号码/行李数量）。如果所有的行李都完好，请司机在团队行李表上签字，如果行李有损坏，请在备注上记录下具体详细的信息并请司机签字。然后把所有的行李装上行李车并用网罩罩好。找到领队，询问房号，并请他/她在团队行李表上签字。3） Luggage Delivery: bellboy take all the luggage to the first room.(Room from high floor to low floor according to the Room Number on the group luggage list.But send the luggage to the Tour leaders room at last.)Arrive at the room,ring the bell first.”Bell service.”.When guest open the door,greeting.”Good morning/afternoon/evening/,sir/madam.your luggage is coming, would you like to indentify your luggage?”Then put the luggage on the rack and confirm the qquanitities .Then record the Room No.and quantity. As above mentioned,bellboy go to the second room the third room.At last bellboy must go to the Tour lesders room. And ask him/her to sign the on the group luggage list again.送行李：行李员将所有行李送到第一间房间门口。（送行李按照团队行李表上的房号，按高楼层到低楼层，最后送领队的行李。到达房间后，先按门铃并说：“礼宾服务”。当客人开门后，问候客人。“早上/下午/晚上好。先生/女士。您的行李来了，您可以告诉我哪些是您的行李吗？”然后将行李放在行李架上并跟客人确认数量，然后记录下房号和行李数量。以此类推，行李员接着送第二，第三间房间，最后行李员必须到领队房间，要求其再次在团队行李表上签字。4） Filing the Group luggage List when back to the Concierge Desk.当回到礼宾部柜台后将团队行李表装订好。FIT CHECK OUT:1) When bellboy receive the order of guest check out from reception/operator/DM.Confirm the Room Number with them and take a trolley and luggage tag to guest room.当行李员从前台/总机/大堂经理处接到客人退房的要求，必须跟他们确认房号并带好行李车和行李牌去客人房间。2) When bellboy arrive at room,ring the bell.”Bell service.”After guest open the door.Greeting.”Good morning/afternoon/evening,sir/madam.Im xxx from concievg.Ive come for your luggage.”Then put the luggage on the trolley and confirm luggage with guest.当行李员到达房间，按门铃：“礼宾服务”。客人开门之后问候客人，“早上/下午/晚上好，先生/女士。我是礼宾部的XXX。我是来帮您拿行李的。”然后将行李放上行李车上并跟客人确认数量。3) Ask the guest whether he/she want to store the luggage.”Are you leaving now or store the luggage here?” If the guest just leave,go downstairs with guest.After the guest check out,ask him/her whether need a taxi and also get the destination.Call a taxi for the guest and tell the destination to the driver.Then put all the luggage into trunk and reconfirm the luggage quantity.Say goodbye to the guest:”Good bye,sir/madam.Have a nice trip!” At last,back to concierge desk to write down all information on the Bell Movement Record.(Room NO/Receive Time/Content/Pieces/Finish Time/Staff.)。询问客人是否需要寄存行李。“您现在就走，还是要积存行李？”如果客人直接离店，和客人一起下楼，当客人退房之后询问客人是否需要出租车并询问地址，帮助客人叫出租车并告知司机目的地。然后将行李放入后备箱并再次跟客人确认行李数量，跟客人告别：“再见，先生/女士，祝您旅途愉快。”最后回到礼宾部柜台，在行李员动向表上记录下所有信息（房号/接到要求时间/内容/行李数量/完成时间/员工姓名）。4) If guest want to store luggage .Bellboy must fillout all the information on the luggage tag.(Guest Name/Room NO./Date/Pieces/Bell man)Please ask guest to sign on the first half of tag and give the secend half to the guest.Then ask the guest to have a look at the couditions of storage on the back of the luggage tag and keep the tag carefully.如果客人需要寄存行李，行李员必须在行李牌上填写好所有信息（宾客姓名/房号/日期/行李数量/行李员签名）。请客人在行李牌的上联上签字，并把下联给客人。然后请客人看一下行李牌背面的寄存行李条件，请其妥善保管行李牌。5) When bellboy back to the concierge desk,write down all the information on the Luggage Storage Record(Date of storage/Time of storage/Room No./Guest Name/Pieces/Series tag No./Staff name).Put all the luggage in the store room.(If more than 2 pieces of luggage ,inclouding 2pieces,bellboy must use a rope to kind all luggage and hang the luggage tag.)当行李员回到礼宾部柜台后，在行李寄存表上记录下所有信息（寄存日期/寄存时间/房号/客人姓名/行李件数/行李牌序列号/员工姓名）。将所有行李放进行李房（如果超过2件行李，包括2件，行李员必须用绳子将所有行李串好并挂上行李牌）。GROUP CHECK OUT：1） Before the group leave,bellboy must get ready for group luggage list.Fill out the information if the bellboy knows advanced.(Name of group/agent/Number of Rooms/Pax/Departure Date/Luggage collection time/Room NO./Bellman).在团队离店之前，行李员必须准备好团队行李表，填写好事先知道的信息（团队名称/旅行社/房间数量/人数/离店日期/收行李时间/房间号码/行李员）。2） Luggage collection:Bellboy take trolley to the first Room according to the luggage collcetion time.(Room from high floor to low floor according to the Room Number or the Group luggage List.)Arrive at the room, Put the luggage on the trolley .(Normally,the Group luggage have been already left outside the door).Ring the bell, greeting and confirm the luggage quantity with guest if broken,please remind guest and record in the remarks.Write down the Room NO.and luggage quantity.As above mentioned.Bellboy go to the second room,the third room.At last,carry all the luggage down stairs and cover them by luggage net.收行李：行李员必须根据行李收集时间带好行李车到第一间房间。（根据团队行李表上的房号从高楼层到低楼层）。到达客人房间，将行李放到行李车上（通常情况下，团队客人已经将行李放在房间门口了。）按门铃，问候客人并与其确认行李数量（如果行李有损坏，请提醒客人并记录在备注里）。写下房号和行李件数，以此类推，行李员再去第二，第三间房间。最后将所有行李带下来并用网罩罩好。3） When the group leave, find out Tour leader,confirm all the luggage quantities and request his/her signature .Put all the luggage on the bus, ask the driver to sign and record the car NO.当团队离开时，找到领队，确认所有行李数量并要求其签字，将所有装车，要求司机签字并记录车牌号码。4） Filing the Group Luggage List when back to the Concierge Desk.当回到礼宾部柜台后将团队行李表装订好。LOAN OF UMBRELLA1） （Just in-house guest can borrow umbrella）If guest need to borrow umbrella,Bellboy must ask for the room number.Then tell the guest,we will receive 50RMB as deposit for each umbrella.Before give the guest umbrella, Bellboy must check whether its broken.(face to face).（只有住店客人才能借伞）。如果客人需要借伞，行李员必须询问房号，然后告知客人，我们会收取50元作为每把伞的押金，在给客人伞之前，行李员必须检查伞是否完好（当着客人的面。）2） Write down the date out/room number/pieces/deposit/staff name on the Loan of umbrella Record.Put the deposit into an envelope.Write down on the information on the surface of envelope.在借伞记录上记录完整（借伞日期/房号/数量/押金。）将押金放入信封，在信封封面上记录下所有信息。3） When guest return the umbrella, Bellboy must check the umbrella to ensure its not vroken.(If its broken,the deposit can not be return.)At last,write down the Date in/Pieces/staff name/remarks on the Loan of Umbrella Record.)当客人归还雨伞时，行李员必须检查伞是否完好，然后退还押金。（如果伞有损坏，押金是不退的。）最后，在借伞记录上记录下归还日期/数量/员工姓名/备注。Concierge In Coming and Out going item ControlIn coming:1) All the item should be record on the Dellivery Service Form.(Letter/Fax/Mail/Message/Parcel/Express/Others).When receive items,Bell must check the name of guest in the computer to ensure whether the guest exist.(If the item belong to internal staff. Bellboy can call Human Resource to check the staff department on the Delivery Service Form.(Date/Department or Room NO./In or out/Items/Time Received/Handle by).所有的物品必须记录在递送服务表上（信件/传真/邮件/留言/包裹/快递/其他），当收到物品时，行李员必须在电脑中查询客人的名字以确保客人的存在。（如果是内部员工的物品，可以通过人事部查询员工所在的部门）（如果行李员找不到此人，就不能接收物品）。在递送服务表上记录下所有的信息（日期/部门或房号/进来或出去/物品物类/接收时间/经办人）。2) Delivery:1. If the guest already check-in.Please make a phone call to guest room to ensure the guest inside room(but do not diseurb guest in the earty morning and mid night).Then deliver the item to guest room and ask the guest to sign on the Delivery Service Form.Bellboy also need to record the Delivery Time and staff name on it.递送：1 如果客人已经登记入住，请打个电话到客人房间，以确保客人在房间内（但不要在凌晨和半夜打扰客人）。然后将物品送到客人房间并要求客人在递送服务记录上签字。行李员也必须在递送服务上记录自己的名字的递送时间。2. If the guest not in the room.Bellboy must call to the room every hour to ensure if the guest come back can receive the item in time.If the guest hasnt come back untill the bellboy after duty.,bellboy must hand over this matter to next shift,and also record the detail information on the log book.If the next shift staff also can not find the guest ,ask receptionist to make alerts in the computer to remind the guest there is something kept at Concievge when guest check out.如果客人不在房间内，行李员必须每隔一小时打个电话到客人房间以确保客人能及时收到物品。如果行李员下班时客人仍然没有回来，必须将此事交接给下一个班次，并在交接本上记录下详细信息。如果下一个班次还是无法找到客人，请要求前台员工在电脑中作个提醒，当此客人退房的时候，提醒客人有物品在礼宾部。3. Hold ofr pick up:When bellboy receive items and also can find the guest name.But just a reservation.Bellboy must record all information on the log book and ask receptionist to make alerts in the computer to ensure when guest check in can receive the item in time.等待取件：当行李员收到物品，也查到客人姓名，但只是一个预定时，行李员必须将所有信息记录在交接本上，然后要求前台员工在电脑中作个提醒以确保客人登记入住时能及时收到该物品。4. Item transfer:When receive items from guest, bellboy must check the item(Flomable/Easily explosive/food/valueable can not be accepted).Then record the detail information on the item transfer book.(Date from/item/pieces/to/handly by/contact NO.)When another guest come to Concierge desk to pick up the item.Bellboy must ask his/her name/contact NO.and also need the ID copy.If all the information is correct, ask the guest to sign on the item ransfer book.物品转交：当行李员从客人处收到物品，必须检查必须检查物品种类（易燃/易爆/食品/贵重物品不能被接受）。然后在物品转交本上记录下详细信息。（日期/留件人/物品种类/数量/取件人/经办人/联系电话）。当取件客人来到礼宾部柜台取件时，行李员必须询问客人的姓名及联系方式，并复印其身份证件。如果所有信息都正确，请客人在物品转交本上签字。Out going:1) Post card/letter:Sometimes guest will ask bellboy to mail postcard or letter.Bellboy can receive them and throw it into mail box after duty.明信片/信件：有时客人会要求行李员帮忙寄明信片或信件，行李员可以收下并在下班后投进邮箱。2) Express/Parced: If guest want to send something by exptess or mail parced. Bellboy must know about follow information. (weight/size/kinds of item/to where/to who/from who/Room NO./Contact NO.) PS: If guest want to mail parcel.please ask guest by air or by shipThen call post office or Express company to tell them the information above mentioued. Ask for the price and tell the guest. I f the guest can accept the price. Please ask the guest to leave money advanced and tell the guest we can handle this matter for him/her. Call the Express Company again to ask their staff to pick up the item from concierge. When the Express Company staff arrive at concierge, bellboy must fillout all the details information on a form which offered by the Express Company and ask for the reciept .At last,send the reciept and change to guest foom. If guest not in the room ,please call him/her to pick them up at Conciarge desk.(The same way to handle a parcel, but the noly diffrence is that Bellboy must go to post office in person.) 快递/包裹：如果客人想寄快递或包裹，行李员必须了解以下信息（重量/大小/物品种类/寄到哪里/收件人/寄件人/房号/联系方式）。 另：客人如果要寄包裹，请询问是空运还是海运。 然后打电话给快递公司告知以上信息，询问价格并告知客人，如果客人可以接受，请让客人预付钱款并告知我们会处理此事，再次打电话给快递公司请他们到礼宾部来取件，当快递公司员工到达时，行李员必须在他们提供的表格上填写一切信息并索要发票。最后将发票和找零送到客人房间，如果客人不在房间，请打电话告知客人来礼宾部柜台拿发票和找零。（同样方法处理包裹，但唯一不同的是行李员必须亲自去邮局。）Luggage Storage1） If guest want to store luggage at concierge desk. Bellboy must ask for the guest room number.(just in-house can store luggage). Then ask the guest what kind of artides he/she want to store.( Breakable/flamable/Easily explosive /food/valueable can not be accepted).如果客人想在礼宾部寄存行李，行李员首先必须询问客人的房号（只有住店客人才能寄存行李）。然后询问客人寄存物品的种类，（易碎/易燃/易爆/食品/贵重物品是不能寄存的。）2） Fill out all the information on the luggage tag.(Guest name/room no./Date/Pieces/Bellman). Please ask guest to sign on the firt half of the tag.And give the second half to the guest. Then ask the guest to have a look at the Conditions of storage on the back of the luggage tag and keep the tag carefully.填写完行李牌上的所有信息。（客人姓名/房号/日期/行李件数/行李员）。请客人在行李牌的上联上签字，并把下联给客人。然后请客人看一下行李牌背面的寄存行李条件，要请其妥善保管行李牌。3） Write down all the information on the luggage storage record.( Date of storage/Time of storage /Room No./Guest name/pieces/Series tag NO./staff name).Put all the luggage in the store room.(If more than 2pieces of luggage,inclouding 2 pieces, bellboy must use a rope a to bind all the luggage and hang the luggage tag.)在行李寄存表上记录下所有信息（寄存日期/寄存时间/房号/客人姓名/行李件数/行李牌序列号/员工姓名）。将所有行李放进行李房。（如果超过2件行李，包括2件行李，行李员必须用绳子将所有行李串好并挂上行李牌。）4） When guest take luggage,Bellboy must claim for the luggage tag. Then verify all the information of luggage tag in the store room carefully. Take our the luggage to give the guest confirm the luggage with guest again. Binding the two parts of luggage tag and put them into an envelope. At last, write down the information on the luggage storage record.(Date of taken/Time of taken /staff name /remarks/).当客人来取行李时，行李员必须索回行李牌。然后在行李房里仔细核对行李牌上的一切信息，将行李拿出来给客人，再次跟客人确认一下行李，然后将行李牌的上下联订在一起装入信封，最后在行李寄存表上记录下所有信息。（取件日期/取件时间/员工姓名/备注。）TICKET BOOKING1） Air ticket: When a guest want to book air ticket, bellboy must record follow information.(Date/time/destination/quantity/room no./contact no./class).Then call to the booking office,tell them the information what we record and ask for the price.(Maybe the price including airport constructing fee and insurance).If the guest can accept the price,ask him/her to leave cash at concierge advanced. Then give the guest reciept. Get the ID or Passport copy from guest and tell him/her when we rece