TOP40---酒店产品知识.doc

Hotel Product Knowledge酒店产品知识1. Where is the rest room? (Select the answer according to your location) 洗手间在哪里？（根据你所站的位置选择相应的回答）Location: Lobby Hotel Gate位置：大堂进门处 Please turn left, you can see the signage across the lobby shop. This way please, let me show you there.您请左转，在礼品店斜对面，有指示牌，这边请（我带您去）。Location: Front Desk, Public Area in Lobby位置：前台，大堂公共区域 Across the lobby shop. There is a signage, let me show you the way.在礼品店斜对面，有指示牌，这边请（我带您去）。 Location: 2nd Floor位置：二楼 It is just facing the stairs, nearby Grand Ballroom. Let me show you there.本层的洗手间在楼梯的正对面，龙云宴会厅旁边，我带您过去。 2. Where is the elevator? (Select the answer according to your location) 电梯在哪里？（根据你所站的位置选择相应的回答） Which floor do you want to go? 请问您要去哪层？ Location: Lobby/Front Desk位置：大堂/前台 Please go ahead to Wyndsong Restaurant. Turn right and you can see the elevator. This way, please. Let me show you.您请直走，向风之细语餐厅方向，右转便是电梯。这边请，我带您过去。 Location: Floor位置：楼层 (To the direction of elevator)This way, please.（指向电梯方向）您这边请。 Location: 2nd Floor位置：二楼 Please go straight to Fortune Chinese Restaurant. Turn right and you can see the elevator. This way, please. Let me show you.您请直走，向富淳中餐厅方向，右转便是电梯。这边请，我带您过去。 Remarks: You can guide the guests to take VIP elevator to 1, 2, 3, 4, 9, 10 floor.（同样可以指示客人搭乘酒店贵宾电梯至1, 2, 4, 9, 10层） 3. Where can I have the breakfast? At what time? 在哪里用早餐，开餐时间是几点？ You can have your breakfast at Wyndsong Restaurant on the 1st floor, where provide Western and Asian cuisine breakfast buffet, the time is from 6:00am to 10:00am (6:00am to 10:30am on Saturday and Sunday). Please show your room card for breakfast. This way, please.您用早餐的地点是在一楼的风之细语咖啡厅，提供各色中西式及亚洲式自助早餐，时间是从06：00至10：00。（周六-周日6：00-10：30）用餐时只需出示您的房卡。您这边请。 4. What is the name and where is the location of your hotel? 酒店的具体名称和地理位置？ Hotel name is Crowne Plaza Tianjin Binhai and located at No. 55 Zhongxin Avenue, Airport Economic Area, DongLi District, Tianjin. You can get the address card from Concierge.酒店名为“天津滨海圣光皇冠假日酒店”，坐落于天津空港经济区中心大道55号。酒店礼宾部有地址指示卡提供。 5. I am at XX, how can I get to your hotel? (Outer-ring road to hotel, downtown to hotel etc)我在XX如何抵达酒店？从外环线到酒店，从市区到酒店 。Please along Jin Han Road and go straight towards the direction of Jing-Jin-Tang High Way. Across No. 1 Airport Bridge. Turn right at the 3rd traffic light to Zhongxin Avenue. Keep moving forward you will see the hotel. Any problem, please call hotel Guest Service Centre on请您沿津汉公路，朝京津塘高速方向直走。过“京津塘高速-天津机场入口”的路口后，上空港一号桥。下桥后的第三个红绿灯向右转，在中心大道的第三个红绿灯路口便是我们酒店。如果在行车的过程中有任何问题，您可以致电酒店总机电6. How far is it from the hotel to downtown and how to get there?酒店距离市区多远，如何抵达市区（如乘坐公交车如何走）？ By taxi/出租车 There is about 30km from hotel to city center. It will take 25 minutes around and cost RMB40 by taxi. Hotel also has car renting service. I can contact for you.酒店距市中心大概30公里，车程约25分钟，打车需要花费约40元，酒店同时提供租车服务， 如果需要的话，我可以帮您联系礼宾部。 By bus/公交车 Please turn left and there is bus stop in front of the Science & Technology Building. You can take No. 622 bus to the direction of downtown, it cost RMB3 per ticket. I can show you the direction.(如客人要求搭乘公交车) 您可以出门向左转，在科技大厦前方有“高尔夫球场”站，可乘坐622路公交车到达市区方向，乘车费3元。如果需要，我可以给您指示方向。 7. How far is it from hotel to airport? How long and how much will take by taxi? 从机场到酒店多远?打车需要多长时间，多少钱？ It is about 10km from hotel to airport and cost about RMB20 by taxi in 10 minutes. Hotel can provide pick-up service and I can contact Concierge to make a reservation for you. 酒店距离机场大概10公里，打车大约需要20元钱10分钟左右即到。酒店可提供接机服务，我可以帮您联系礼宾部预定。 8. How can I log on to Internet in room? Is it free of charge? 在房间如何上网？是否收费？ You can find a cable on the desk, please plug into your laptop and read the access guide. If still have problem please dial “0” to contact the Guest Service Center for help. The cost is RMB1 per minute with maximum charge of RMB 100 within 24 hours. It is complimentary in Executive Floor and Executive Club Lounge. 在每间房间的写字台上有网线，您只需将网线插入电脑连接网口即可上网。如果您在使用中遇到问题可以阅读在写字台上的上网指南或拨打“0”联系酒店客服中心，我们会帮助您解决。在客房中的上网费用是每分钟人民币1元，24小时封顶100元。行政楼层客房及行政酒廊可以免费上网。 9. How to use the room key card? 如何使用房卡开门？ Please insert the card into lock recess follow the arrow direction. After the green light flash, take the card out and open the door. If you still cant open it, please contact Guest Service Centre. (Show the guest to use the telephone in floor.)请您按照房卡上箭头指示方向，插入卡槽，绿灯亮起，然后拔出房卡就可以打开房门。如果仍无法打开，请您联系客服中心（可指示客人使用楼层走道电话） 10. How to turn on air-condition in room and how to adjust it? 房间空调如何开启和调节？ Please wait for a moment, our room attendant will at your service right away. May I know your room number? Is there anything else I can do for you?请您稍等，我们客房部的员工马上到您房间查看。请问您的房间号码是多少？您还需要其它帮助吗？ 11. Where is Chinese Restaurant? 酒店中餐厅在哪里？ The Fortune Chinese Restaurant is located on the 2nd floor, serving mainly Hunan and Guangdong Cuisines. You can take the elevator to get there, this way, please.富淳中餐厅位于酒店2层，以粤菜、湘菜为主，您可以坐电梯到达，这边请。 12. What are the places of interest in Tianjin? Do you provide tour guide service? 天津市区的著名景点有哪些？酒店提供导游服务吗？ Tianjin has rich tourist resources. The famous sights include Antique Culture Street, Heping Road Commercial Street and Haihe River sightseeing etc. If you need further information, hotel Concierge can help you to contact tour guide service.天津有丰富的旅游资源，比较著名的景点有：古文化街，和平路商业街，海河观光等。如果您需要详细信息，可以咨询酒店礼宾部。我们可以帮您联系导游服务。13.Where to go to buy Tianjin specialties去哪里可以买到天津特产？You can go to ShiPinJie, there gathered famous snacks in tianjin, do you need me show you the way or get taxi ?您可以去食品街，那里云集天津著名小吃，需要我为您指路或叫车吗？14. How to dial the city call in room? How to dial room to room call? 如何在房间内拨打外线电话？如何打到别的房间电话？ Please dial “9” in front of the telephone number to make the DDD call. For room to room call, please dial “8” in front of the room number. If you want to call the apartment, please dial “4” in front of room number.For further service, please dial “0” to contact Guest Service Centre.请在您需要拨打的号码前加拨“9”，以拨打外线电话。酒店内房间与房间之间，可在房间号码前加拨“8”。酒店与公寓的客房间，可加拨“4”。 如果您有其他问题可以拨打“0”，与宾客服务中心联系。 15. Can I book the air ticket in your hotel?酒店是否可以预定机票？ Yes. Please go to Business Center on 2nd floor, phone number is 2620. Our ticket agent can help you.是的，您在酒店内可以预定机票。您可到位于酒店2层的商务中心，联系电话是2620，我们的票务代理能够帮助您。 16. Where to book the banquet?请问在哪里可以预定宴会？ Our professional Crowne Meeting Team will stand by to help you, let me contact for you. (Telephone number: 2557, 2553, 2555, 2574)我们有专业的皇冠会议销售团队帮您提供服务，我可以帮您联系。（电话号码：2557, 2553, 2555,2574） 17. Do I need to pay extra commission charge for train ticket? 商务中心预定火车票收取手续费吗？ The cooperator ticket agent may ask you to pay RMB 30 to 50 for commission, which depends on the offer. May I contact for you?票务代理会根据您所预定车票的供求，收取您30元至50元不等的手续费的。酒店是不会收取您任何费用的。需要帮您联系吗？ 18. How can I get a taxi here?如何叫出租车？ The Concierge can help you on that. This way, please./You can dial “5” for further information.我们酒店的礼宾部可以帮您联系出租车，这边请/您可以拨打礼宾部电话5咨询。 19. Which room amenities are free of charge? 客房内的哪些用品是免费的？ All drink & food in mini-bar and Wines on the table are charged. You can free to use all the other amenities like tea, coffee and mineral water etc. Is there anything else I can do for you?在您房间内，小冰箱里面的饮品和吧台上面的洋酒等酒水是收费的，其他的一次性客用品和茶包及矿泉水都是免费的。您还需要其他服务吗？ 20. Can I have your Restaurant reservation number? 酒店餐厅有预定电话吗？ We have three feature restaurants. Wyngsong Restaurant 1st floor Reservation No. is 2333. Kasumi Japanese Restaurant1st floor Reservation No. is 2322. Fortune Chinese Restaurant 2nd floor Reservation No. is 2355.Can I make a reservation for you?酒店共有3个不同特色的餐厅，1楼风之细语西餐厅预定电话是2333，霞日餐厅的预定电话是2322， 2楼富淳中餐厅预定电话是2355，需要我帮您联系吗？ 21. Where is the banquet room? 宴会厅在几楼？ The Ballroom is located on the 2nd floor.just along the left-hand side of the stairs of the lobby This way, please.宴会厅位于酒店2层。沿大堂左手边楼梯可以到达,您这边请。 22. Is the wireless available at lobby lounge? (Where can I use wireless internet in the hotel?) Is it free?大堂吧可以无线上网吗？（酒店什么区域可以无线上网？）是否收费？ The wireless network is available on 1&2 floor and Club lounge on the 9th floor. It is free of charge. Any further service I can contact our IT for help.在酒店一、二层所有公共区域、会议室和所有餐厅以及酒店9层的行政酒廊可以免费使用无线网络。如果您需要其它帮助我可以联系电脑部员工。 23. Where can I use the copy machine? 在哪里可以复印资料？ You can use the copy machine in Business Center on the 2nd floor. This way, please. Let me show you the way.酒店二层的商务中心可以帮助您复印资料，您请这边，我带您过去。 24. Do you have Laundry Service? 酒店提供洗衣服务吗？ There is laundry service in our hotel. Room attendant will take out your laundry before 10:00am and deliver back to you in the same day. For Express service, it will be 50% extra charge and deliver back within 4 hours. You can fill out the laundry list and dial “0” to inform Guest Service Centre.酒店提供洗衣服务，正常洗衣服务当天10点前收取，并于当日返回，如需加急服务需要加收50%服务费并在4小时内送回，您可以填写洗衣单后，通知客服中心“0”，我们会来收取。 25. How much is your lunch buffet? 午餐自助餐的价格是多少？ We have monthly theme buffer promotion. The price is RMB 158 per guest plus 15% surcharge. May I take a reservation for you?酒店每月会推出不同主题的的午餐自助餐，价格为158元/位+15%服务费。需要帮您预定吗？ 26. Do you have any entertainment facilities in your hotel? 酒店内有什么娱乐设施？ On the 1st floor, there are Fitness Centre, Tea Tree Spa and Euro Bar. You can use various fitness facilities, play billiards and swimming in Fitness Centre. Tianjin biggest indoor Tennis Count is located on the 4th floor in hotel. I can contact for you.酒店1层有健身中心，茶树水疗以及欧罗吧等娱乐设施，健身中心内设各种健身器材，桌球和游泳池。在酒店4层有天津市最大的室内网球场，我可以帮您联系。 27. Where is the hair dryer in room? 电吹风在哪里？ You can find the hair dryer in the cabinet upon bathtub and socket near the face basin. Is there anything else I can do for you?您房间浴缸上方储物格里，备有吹风机，在卫生间面盆旁边的墙壁上有插座，您还需要其他服务吗？ 28. How to set up the morning call?如何设置叫醒服务？ You can dial “0” to contact Guest Service Centre, our colleague will help you to set up. Is there anything else I can do for you?您可以拨打宾客服务中心电话0，我们的同事会帮您设置。您还需要其它服务吗？ 29. Can you put it into my room charge? 消费是否可以挂房帐？ May I have your room number? Let me contact Front Desk to confirm for you.请问您的房间号码是多少，我帮您联系前台确认。 30. How many people can hold in your biggest ballroom? 酒店最大的宴会厅能容纳几人？ Hotel Grand Ballroom area is 875 square meters, it can hold 1000 person for maximum. For further information, I can contact our Crowne Meeting Sales Team to help you. 酒店龙云宴会厅面积为875平方米，最多可容纳1000人，如果需要了解详细信息，我可以帮您联系皇冠会议销售人员。 31. When did your hotel open? 酒店什么时间开业的?Hotel soft opening date is May 16,2009, and grand opening date is June 1,2009.酒店试营业时间为2009年5月16日，正试开业时间为2009年6月1日 32. Can you provide the extra bed/chair service in room?是否可以在房间加床或加椅子？ We can provide extra bed in your room and cost RMB180+15% surcharge total RMB207/bed (exclude breakfast). You can dial 0- Guest Service Center ask for that.We can provide two more chairs in your room. Is there anything else I can do for you?房间可以提供加床服务，收费标准为180+15%=207元/张（不包含早餐），如果您需要可以联系客服中心？ 可以为您房间加两把椅子。您还需要其它服务吗？ 33. Where is the Car Park?停车场在哪里？ In Basement 1 and Basement 2. 在地下一层和二层。34.Where is the Tea Tree Spa? Whats the operation hour for Tea Tree Spa?茶树水疗在哪里？Its on the first floor, from 1:00pm to 12:00pm在一楼,营业时间是下午1:00至晚上12:0035. How many treatment rooms and foot massage rooms do you have in Spa respectively?水疗分别有多少间护理室和足底按摩室？We have 10 trea