门厅日常工作礼貌用语.doc

门厅日常工作礼貌用语一、接听电话：1、Hello, front desk.你好，前厅部。 2、This is XX speaking.我是XX。（自我介绍）二、欢迎语： 1、Hello, welcome to our hotel.欢迎光临白山宾馆。 2、Hello, I am very glad to see you again.您好，很高兴再次见到您。三、操作服务时：1、提行李：Hello, may I help you?需要帮忙吗？ 2、寄存：You check baggage altogether X, right?您寄存的行李共X件，对吗？ Please leave behind your telephone? 请留下您的联系电话？ Please sign your name to conformation. 请签字确认。 3、取行李：Please show me your baggage ticket. 请出示您的寄存卡。 One moment, Ill take it as soon as possible. 请稍等，我马上去取。 Please check your luggage.请您核对行李。 4、与客人同乘电梯：Hello, for how many floor? 您好，请问您去几楼？ Here it is. Watch your step. X楼到了，请慢走。四、大厅引领时：1、Where are you going? Can I help you? 请问您去哪里？需要帮助吗？ 2、Please follow me.请跟我来。 3、Please go straight ahead, turn right and take lift to forth floor. 请直走到头，乘右侧电梯到四楼。 4、In the east of front desk is washing room.卫生间在总台的东侧。总台接待处礼节礼貌用语一、 欢迎语：Hello, welcome to our hotel. Im very glad to see you again. 您好，欢迎光临。很高兴再次见到您。二、 入住登记：1、We have the commercial room a 480yuan, the deluxe room a 380yuan, economical room a 200yuan dont contain early, which kind of room do you need?我们有商务标准间480元，豪华标间380元，经济房200元不含早，请问您需要哪种房间？2、One moment, let me check the reservation.稍等，我查一下预订单。3、May I have your passport or ID card, please?请出示您的身份证（护照）。4、For how many nights?请问预计住几天？5、Would you please pay X yuan as deposit?请交付预金X元。6、Please sign here.请您签字。7、One moment, let me make the room key for you.请稍等，我为您做钥匙。做钥匙时： 1、You should go through the formalities if you want to stay. 如果您续住请到总台办理延期手续即可。 2、I have put breakfast coupon in the welcome card already. 明天的早餐票已经为您放在欢迎卡里了。 3、This is your room key and deposit ticket. Please keep it well. 这是您的房间钥匙，预金票，请保管好。 4、Your room is on X floor and room number is X. Enjoy your stay. 您的房间是X楼X号，愿您住店愉快。三、 等候语： 1、One moment, please.对不起，请稍等。 2、Sorry to have kept you waiting.对不起，让您久等了。 3、Ill connect with my manager as soon as possible.请稍等，我马上与经理联系。 4、Sorry, Ill reply you when I ask clearly.请稍等，我问清后马上答复您。 5、One moment, Ill go through with your telephone(film) at once. Hello, it have past already.请稍等，马上为您开通电话（电影）。您好，已经开通了。四、 接打电话：1、Hello, front desk. Hello, BaiShan hotel .您好，白山大厦前厅部。 2、One moment, let me write down it.请稍等，我记录一下。 3、Our manager isnt in. You should call him(her) with his(her) mobile phone.经理不在，请拨打他的手机好吗？ 4、Im sorry, the line is bad, please redial it.对不起，线路不好，请重新拨好吗？ 5、 I beg you pardon.请您再说一遍好吗？五、 接受查询：1、One moment, let me check it.请稍等，我为您查询。 2、Sorry, there is no information in computer.对不起，电脑没有此信息。 3、Hello, the guest have checked out already.您好，客人已经退房。 4、The guest is in X room. You should make a connect in advance. 客人住在X号房间，您可以先电话联系一下。六、 接受预定：1、Could you leave your name and telephone number?请留下您的姓名和联系电话。 2、How many people are there in your party? 请问住店客人是几位？ 七、 更换钥匙：1、One moment, let me check it.请稍等，我马上查一下。 2、Let me change another room key, please.请让我帮您换一把钥匙。 3、If the key and the mobile phone put on the same place, will be able to affect magnetism.如果钥匙与手机放在一起，将会影响磁性。商务、票务中心日常服务礼貌用语1、 您好！早晨好、中午好、晚上好。Hello.! Good morning. Good afternoon. Good evening.2、 有什么需要帮助的吗？What can I do for you?3、 很高兴为您服务！I am always at your service.4、请问您要发传真吗？ Could you send the fax?5、感谢您的耐心等待。Thanks your patience waiting.6、请问您有预定机票吗？ Could you have prearrange the airplane ticket?7、请稍等，我来帮您查一下。 Just a monment,let me check it.8、不必客气，这是我应该做的。 It doesnt matter. My pleasure.9、先生/女士您要确认机票吗？Should you confirm the airplane ticket,sir/madam?10、您的机票已确认。Your airplane ticket confirmed.11、再见，欢迎您下次再来。Goodbye and hope to see you again.12、抱歉让您久等了。 I am sorry to have kept you waiting.13、您要买哪天北京的机票？ Which day do you want to buy the airplane ticket of Beijing?14、对不起，只有头等舱。 Sorry, only then first-class cabin.15、请您认真填写旅客订座单。 Please earnestly to fill the list in the passenger to make reservations.16、请您出示您的护照或身份证！ Please exhibit your passport or the ID card!17、您如何付账，是现金还是信用卡？ How are you going to pay,by cash or by credit?18、这是您的机票和证件，请您收好！ This is your airplane ticket and the credential, please receive well!19、感谢您给我们提了这么多宝贵建议。 Thanked you to make such many precious suggestions to us.20、祝您旅途愉快！ Have a nice trip!房务部日常工作礼貌用语一、 服务中心用语：接听电话时：1、Hello,housekeeping department.您好，房务部。 2、OK，wait for a monment,please. I inform the service person immediately好的，请稍等，我马上通知服务员。 3、Is there anything else? OK，thank you,goodbye！ 还有其它事情？好的，谢谢，再见！ 4、May I ask the guest name and room number which you look up? Let me help you to look up. Please signature in here. Thanks!请问您要找的客人姓名及房间号码。让我帮您查一下。请在这儿签字。谢谢！二、楼层服务人员用语：1、Housekeeping, may I come in?客房服务员，我能进来吗？2、Im sorry to trouble you, sir. May I clean the room now?对不起，打扰了，先生，现在我能为您打扫房间吗？3、Thanks your reminder.感谢您的提醒。4、I process immediately.我马上处理。5、Please forgive, I came late.请原谅，我来晚了。6、Please gets down in here to a building great hall.请在这边下去到一楼大堂。7、Is this your baggage?请问这是您的行李吗？8、Your baggage will be sent up in a little while. 您的行李过一会儿就送来。9、Your room card was obsolete, I helped you to relate with the front desk. Can I help you?您的房卡过时间了，我帮您与前台联系一下。我去帮您重新刷卡，可以吗？10、This is your room key,what can I do for you?这是您的房间钥匙，还有什么事情需要我做的吗？11、The internal room telephone number and the room number plate is same.内部房间电话号码与房间号牌相同。12、If you must dial the outwire or the long-distance telephone call please allocate first 0 in front of the number.您如果要拨外线或长途电话请在号码前先拨0。13、If you have clothes to have to wash? If you must do laundry, please in the pocket, and to fill the list in washes clothes, thanks.请问，您有衣服要洗吗？如果您要洗衣服，请把衣服放在写字台抽屉的洗衣袋里，并请您填好洗衣单，谢谢。14、Will the color run in the wash?洗衣时会掉色吗？15、Your clothes washed, please glanced. Thanks.您的衣服洗好了，请过目。谢谢。16、We will come and clean your room immediately. 我们马上就来打扫您的房间。17、May I do the turn-down service for you now?我现在可以给你做夜床吗？18、We will come and clean your room immediately. 我们马上就来打扫您的房间。工程部服务规范用语一、 接听电话时：您好，工程部，我是电工班。Hello, the engineering department, I am the electrician class.二、遇有需要帮助时：1、请问您需要帮助吗？What can I do for you? 2、Gives me this question, lets me try to find solution.把这个问题交给我，让我来想办法。三、有客维修时：1、您好，我是工程部员工，我现在可以检修设备吗？Hello, I am the engineering department staff, may I overhaul the equipment? 2、对不起，打扰您了。Sorry to interrupt you. 3、请您稍等，马上就修好。Please wait for a monment,fixes immediately.四、接到维修通知：1、您好，我现在正在维修，请稍等10分钟。Hello, I am servicing, please wait 10 minutes.五、接到设备故障投诉时：对不起，由于我们设备故障影响您休息了。Sorry, because our equipment failure affected you to rest.商场服务规范用语1、 礼貌与客人打招呼及称呼客人，表示你对他们的热情欢迎：-“早上好，小姐/先生。”“Good morning,madam/sir.”-“下午好，小姐/先生。”“Good afternoon,madam/sir.”-“晚上好，小姐/先生。”“Good evening,madam/sir.”2、 主动向客人提供帮助：-“我可以帮您吗？”“May I help you?”/What can I do for you?3、 记住一些能讨人喜欢的言词：-“谢谢。”“Thank you.”-“别客气。”“You are welcome.”-“对不起。”“Im sorry.”-“没关系。”“Thats all right.”-“请。”“Please.”4、 打扰客人之前，要提示客人：-“打扰了”“Excuse me”5、 向客人等待时，要先有交代：-“请稍等一会儿。”“Just a moment,please./Wait for a moment,please.”-“这是您的”“Here you are.”6、 要客人等待时，要先有交代：-“请稍等一会儿。”“Just a moment,please./wait for a moment,please.”-“我一会儿就来。”“I will be with you in a minute.”7、 听不明白客人说话时，不要臆想，你可以：-“请再说一遍好吗？”“I beg you pardon.”8、 向客人作自我介绍：-“我叫 。如果有什么需要帮忙，请告诉我。”“My name is .Please let me know if theres anything I can do for you.”/Can I help you?9、 与客人友好地告别，让客人对你和酒店留下深刻印象：-“再见。”“Goodbye.”-“祝您今天过得愉快。”“Have a nice day.”-“祝您在这居住愉快。”“Enjoy your stay here.”10、在三响之内迅速接听电话：拿起电话时：-“你好，商场。”“Hello,shop department.”餐厅服务礼貌用语一、安排就座1、 Chinese restaurant . May I help you ? 中餐厅，能为您服务吗？2、 Welcome to our restaurant . 欢迎光临我们餐厅3、 How many person , please ? 你们一共有几位？4、 Do you have a reservation , sir ? 先生，您有预订吗？5、 Is it only two of you ? 就你们两位吗？6、 Do you have a meal voucher ? 您有餐券吗？7、 Where would you like to sit , sir ? 先生，您喜欢坐哪儿？8、 Is it only two of you?就两位吗？9、 Is it just yourself?就你自己吗？10、So you are four?你们四位吗？11、Would you be seated,please?请就坐。12、Would you follow me,please?请跟我来。13、Im sorry,this table is already rese