前厅英语手册2010.2.25.doc

Associates Serving Language 员工前厅服务用语Greeting the guest 迎接客人当你在酒店遇到客人时，你应该微笑着迎接客人。当你遇到的是讲英语的客人时，你应该微笑着用英语迎接客人。1. Good morning /afternoon/ evening, Sir/Madam. 早上/下午/晚上好，先生/女士。2. Welcome to JinJi Lake Grand Hotel. 欢迎光临金鸡湖大酒店。 Apologizing 致歉致歉的语言应用于不同的场合。1当你需打断客人谈话或想与客人沟通时。2当你出差错时。3让客人等待时。47(非常重要) 当你遇到你听不懂的问题时你会用到。当这种情况发生时，你应该首先道歉（23），然后提出解决（45）不要回避问题，应该先道歉并很好地解决问题。1. Excuse me, please, Sir/Madam. 打扰一下，先生/女士。2. I am sorry, Sir/Madam. 对不起，先生/女士。3. Just a moment, please, Sir/Madam. 请稍等，先生/女士。4. Sorry, we will look into the matter. 抱歉，我们会检查这件事。5. I am very sorry, I will change room for you right away. 非常抱歉，我马上给您换。6. I am sorry but I didnt catch your meaning. Could you please repeat your question? 抱歉，我没明白你的意思。请您再重复一次您的问题好吗？7. Im sorry but I dont speak English very well. Would you like me to get someone that can understand English better?抱歉，我的英语不是很好。您能让我去找一位英语更好的人吗？Operator 总机服务 1. May I have your name and your room number, please? 能告诉我您的姓名和房号吗？2. Theres no answer, would you like to leave a message? 电话没人接，您是否需要留言？3. Sorry, theres no guest with that name. 对不起，没有这个姓名的客人。4. Excuse me for asking but is he a visitor or a hotel guest? 您能告诉我他是住客还是访客？5. Would you like to repeat the number? 请您再说一遍号码好吗？6. Im afraid you dial the wrong number. This is JinJi Lake Grand Hotel operator. 恐怕您拨错了号码，这里是金鸡湖大酒店总机。7. Ill put you through to the front desk. 我将帮您把电话转到前台。8. Thank you for calling, Ill relay the message to Mr./ Mrs. XXX. 请放心，我一定将您的意思转达给XXX 先生/小姐，谢谢您的来电！9. Could you tell me what time would you like to wake up? 您需要什么时间的叫醒？Concierge service 礼宾服务1. How many pieces of baggage do you have? 请问您有几件行李？2. Please allow me to introduce myself first. I am XX, the representative of JinJi Lake Grand Hotel.请允许我做一下自我介绍，我叫XX，是金鸡湖大酒店的机场代表。3. This is the brochure of our hotel. 这是我们酒店的简介。4. This way please, I will show you to your room. 这边请，我将带您去房间。5. We have golf car send you to your room. 我们用高尔夫车送您至房间。6. Please enjoy your stay. 祝您居住愉快。7. If the traffic is well, about 2 hours will to Shanghai Hongqiao airport from our hotel.如果交通好的话，酒店至上海虹桥机场约2小时。8. I can write down the place you are going to so the taxi driver will understand.我把您要去的地方写下来，这样出租车司机就会知道您要去的地方。Do reservation 做预订当你为客人办理预订，你会用到以下这些句子。1. Which kind of room would you like? We have deluxe room, business suite room, executive suite room, deluxe suite room.请问您需要什么样的房间，我们有豪华房，商务套房，行政套房，豪华套房。2. Let me check our room availabilities for those days. 请让我为您查询那些天客房出租情况。3. How long would you stay here? 请问您需要住几天？4. Would you prefer smoking room or non-smoking room? 请问您喜欢无烟房还是吸烟房？5. We are fully booked on that date. Is it possible for you to change your reservation date? 那天已经订满了。您可以换一天吗？6. Would you like us to put you on our waiting list and call you in case we have a cancellation? 您愿意我们把您放在等候列表里吗？如果有房间取消我们会通知您。7. May I have your telephone number please? 方便留下您的联系方式吗？8. I will cancel it for you. 我将为您取消。9. Look forward to serving you. 期待您的光临。C/I for guest 为客人办理入住手续当你为客人办理入住手续时，你会用到以下这些句子。1. Mr./ Mrs. XXX, You booked a deluxe room and stayed here one night. 请问XXX先生/小姐，您是订了一间豪华房并入住一晚。2. Please confirm your room rate and breakfast, if everything is right, may I have your signature here please? 请确认您的房价和早餐，如果没有问题请在这里签字。3. How would you like to settle your deposit, by cash or credit card? 请问您押金怎么支付，是现金还是信用卡？4. Thank you for your credit card and passport. 谢谢您的护照和信用卡。5. We charge one extra bed 300 yuan. 我们收取300元每张的加床费。6. Your room is on the 1st floor of the 3rd building. 您的房间在3号楼一层。7. You can enjoy the free breakfast on the 1st floor in western restaurant from 6:00-10:00. 您可以在6：00-10：00之间，在一层的西餐厅享用您的免费早餐。8. Our bellman will show you to room, enjoy your stay with us. 我们的行李员会带您去房间，祝您入住愉快。C/O for guest 为客人办理退房手续当你为客人办理退房手续时，你会用到以下这些句子。1. May I have your room key please? 我能收回您的房卡吗？2. Mr. / Mrs. XXX, did you enjoy your mini bar in your room? 请问XXX先生/小姐，您房间有酒水消费吗？3. Please confirm your bill, you have room charge, telephone charge and internet charge. 请确认您的账单，您有房费、电话费和上网费用。4. May I have your payment please? 请问您用什么方式支付账单？5. How about your staying here? 请问您在我们酒店住的怎么样？6. May I have your signature under the credit card also? 请您在信用卡单上也签字好吗？7. Thank you for choosing JinJi Lake Grand Hotel and have a nice day！ 谢谢您选择金鸡湖大酒店，祝您有个愉快的一天！foreign currency exchange 外币兑换1. What kind of foreign currency have you got? 您有哪种外币？2. According to todays exchange rate, every US dollar in cash is equivalent to 8.25 yuan. 根据今天的汇率，一美元相当于8.25人民币。3. How much would you like to change? 请问您想兑换多少?4. Please write your name, passport number and room number on the slip. 请将您的姓名、护照号码和房号填写在水单上。5. Will you sign your name here on the exchange memo? 您方便在水单上签下字吗？6. Please check it and keep the memo, you can show the memo and change back into dollars in the bank of China or the Airport Exchange Office. 请您清点现金并保管好外币水单，凭借外币水单你可以在中国银行或机场外币兑换处兑回美元。Business Center 商务中心1. Are you going there by train or by plane? 您去那里是坐火车还是乘飞机呢？2. There are four flights every day. The planes take off at about 7:00 a.m., 10:00 a.m., 4:00 p.m. and 10:00p.m. respectively.每天飞机有四个航班，大约上午7点，10点，下午4点和晚上10点分别地起飞。3. You can get your tickets on the evening of August 7th. 您能在8月7日晚上拿到您的票。4. The fax machine is in our business center. 传真机是在我们的商务中心。5. There is an access to Internet in every guest room. The access is just under the writing desk.每位客人的房间都有网线接口，网线的接口是在写字桌的下面。6. The price for internet one minute is 2 yuan. 上网的价格是每分钟2元。7. We offer IDD and DDD service. 我们提供国际直拨和国内直拨的业务。8. While dial IDD, please write down the country code, the area code and their number. 拨打国际电话时，请写下国家代号、区号和对方的号码。9. We offer courier service. 我们提供邮寄服务。About Visits 关于拜访当你遇到访客时，你会用到以下句子。1. Do you have an appointment? 你有预约吗？2. Sorry, Mr. Green cant see you now. 对不起，格林先生现在不能见您。3. Hes on the phone. 他在打电话。4. Would you wait here for a minute? 您能在这里等一下吗？5. Would you like something to drink? 您想喝点什么吗？6. You may go in now. 您可以进去了。Offering service 提供服务1. How may I assist you, Sir/Madam. 先生/女