前厅部礼宾服务流程示意图[最新]

1、前厅部礼宾服务程序图（CONCIERGESERVICE BLUEPRINT）1、Open the door为客人开车门SERVICE BLUEPRINT 1、Guest arrival 客人到达酒店服务程序指南WHAT TO SAY所用服务用语 Good morning/afternoon/eveningSir/madam. 您好，先生 /女士。 Welcome to China Resources WhitePond Training Center! 欢迎来到白洋淀管理学院！2、Confirm luggage with guestHereisyourluggagesir/madam,与客人确

2、认行李件数please have a check. 先生 / 女士，这是您的行李，请您查看一下是否正确。3、Guest check outThanks sir/madam, welcome to our客人离店hotel next time, see you! 谢谢您，先生 / 女士，欢迎您下次光临我们饭店，再见！Good-bye.Wehope you have a nicetrip! 再见！祝您旅途愉快！2、Transfer goods for guest 客人转交物品的处理SERVICE BLUEPRINT服务程序指南WHAT TO SAY所用服务用语1、Receive guests go

3、odsMay I have your name and room收到客人要转交物品number，sir/madam? 先生、女士，请问您的姓名和房间号？2、Repeat guests request May I repeat to you, sir/madam? You重复客人需求wanttotransferyourXXXtoMr./Mrs.XXX,and your telephonenumber is XXX, is that correct?您好，先生 /女士。您想要把您的XXX 物品转交给 XXX 先生 /女士，您的联系电话是XXX ，对吗？3、Explain to guest Sir/

4、madam, the goods you want to向客人解释相关规定transfer can only be preserved onemonth and the food only one week.When your friends come to hereduring this week, we will transfer itat once. 先生 / 女士，您想要转交的物品只能在我们这里保存一个月， 食品只能保存一个星期。 如果您的朋友在一个星期内来取物品， 我们会立即转交给他 /她的。 We will carefullycheck your friends4、Transfer

5、ring转交物品IDcard to ensure passing it to theright person. 我们一定会检查来访者的证件，确认是您的这位朋友， 才会把物品交给他 / 她，请您放心。 May I have your name or please show your ID card for security reason? And please sign on thisform. 为了安全考虑，请您出示您的身份证名，并请告诉我您的姓名，另外请您签字。 Here is the XXX your friend Mr./Mrs. XXX wants to transfer to you

6、, thank you for your waiting. 这是您的朋友 XXX 先生 /女士要转交给您的物品，请您查收。让您久等了。3、Rent umbrella& wheel chair租借雨伞和轮椅SERVICE BLUEPRINT服务程序指南WHAT TO SAY所用服务用语1、Send respects to guest Good morning/afternoon/evening问候客人Sir/madam. Can I help you? 您好，先生 / 女士。有什么可以帮您的吗？2、Confirm guests information确认客人信息3、Collect dep

7、osit收取押金4、Take back收回物品 May I have your name and roomnumber，sir/madam? 先生、女士，请问您的姓名和房间号？ How many umbrellas do you want to borrow? 请问您打算借几把伞？ Please sign on here, thank you! 请您在这里签字，谢谢！ Please pay some money for deposit before you borrow it, thanks. 请您先交一下押金，谢谢！ Please sign on here, thanks. 请您在这里签字，

8、谢谢！ This is the deposit returned to you. 这是您的押金，现在退还给您。4、Order flight ticket为客人订购机票SERVICE BLUEPRINT服务程序指南WHAT TO SAY所用服务用语1、Receive guest requestMay I have your name and room接到客人订票需求number，sir/madam? 您好！先生、女士，请问您的姓名和房间号？ May I know the time and number ofthe flight? 请问您要乘坐的航班的班次和时间是多少？2、Registration

9、帮客人登记3、Collect cash收款4、Issuing the ticket将机票交给客人 Please sign on the Flight Ticket Order Voucher, thanks. 请您在这张航班预订单签字， 谢谢。 Please pay for your ticket first. 请您先付款。 This is the duplicate of the FlightTicket Order Voucher, please takecare of it. We will issue your ticketupon it. 这是您的航班预订单的副本，请您保管好，我们将

10、凭此单据付给您机票。 Here is your flight ticket sir/madam,please have a check on it. 您好，先生 /女士，这是您的机票，请您查收。5、帮散客运送行李SERVICE BLUEPRINT服务程序指南1、Send respects to guest问候客人WHAT TO SAY所用服务用语 Good morning/afternoon/eveningSir/madam. 您好，先生 /女士。 Welcome to China Resources WhitePond Training Center! 欢迎来到白洋淀管理学院！2、Confi

11、rm luggage with guestHereisyourluggagesir/madam,与客人确认行李件数please have a check. 先生 /女士，这是您的行李，请您查看一下是否正确。3、Show room Sir/madam, this way please. I will带客人到房间show you to your room. 这边请，先生的房间。/女士，我将带您去您4、Introduce guest room介绍客人房间 Please sir/madam, this is your room. May I introduce for you? This is Min

12、i bar, this is air-conditioning, and thetoilet is over there 这是您的房间，请进。我来为您介绍一下您的房间。这是迷你吧，这是空调控制器，洗手间在这边 What else can I do for you, sir /madam? If you need and help, pleasecontact with us. Please enjoy yourstay! 请问还有什么可以帮您的吗？如果您需要帮助，请随时联系我们。祝您过得愉快！6、Carry luggage for check out guest为离店客人运送行李SERVICE

13、 BLUEPRINT服务程序指南WHAT TO SAY所用服务用语1、Receive the notice接到客人离店通知Good morning/afternoon/evening Sir/madam. I m the bell boy, may I come in? 您好，先生以进来吗？/女士。我是行李员，可2、Confirm luggage with guestHereisyourluggagesir/madam,与客人确认行李件数please have a check. 先生 /女士，这是您的行李，请您查看一下是否正确。3、Transportation service Sir/mada

14、m,do you need transportation提供订车服务service? 先生 / 女士，请问是否需要我们为您定一部车？4、Give guidance to guestThis way please, sir/madam. I will引导客人结帐、离店help you to check out. 这边请，先生 /女士。我来帮助您结帐。5、Bless guest祝福客人Thanks sir/madam, welcome to our hotel next time, see you! 谢谢您，先生 / 女士，欢迎您下次光临我们饭店，再见！ Good-bye.Wehope you h

15、ave a nicetrip! 再见！祝您旅途愉快！7、Carry luggage for check in group为入住团队运送行李SERVICE BLUEPRINT服务程序指南1、Receive&Check luggage接收并确认行李WHAT TO SAY所用服务用语 Good morning/afternoon/eveningSir(driver). There are twelve luggagesin your cars, and they are the luggageof XXX Group, is that correct? 您好，先生（司机）。您的车中一共有十二

16、件行李，它们是 XXX 团队的，对吗？ Please sign on here, thanks. 请您在这里签字，谢谢！2、Group arrivalGood morning/afternoon/evening团队到来Sir/madam(guider). There are theluggage of your group, please have acheck. 您好，先生 /女士（领队）。这些是您团队的行李，请您查看一下。3、Carry luggageHereisyourluggagesir/madam,送行李please have a check. 先生 /女士，这是您的行李，请您查看一

17、下是否正确。 What else can I do for you, sir /madam? If you need and help, pleasecontact with us. Please enjoy yourstay! 请问还有什么可以帮您的吗？如果您需要帮助，请随时联系我们。祝您过得愉快！8、Carry luggage for check out group为离店团队运送行李SERVICE BLUEPRINT服务程序指南WHAT TO SAY所用服务用语1、Receive the notice Sir/madam, is the check out groups接到团队离店通知nu

18、mber XXX? And are their roomnumber XXX? 请问要离店的团队号码是XXX 吗？他们的房间号是 XXX 吗？2、Confirm luggage with guest May I ask how many luggages you与客人确认行李件数group have? And what time should Igo to carry luggage for you? 请问贵团有多少行李？我什么时间去帮贵团收集行李？ Here is your group s luggage , pleasehave a check. 先生 /女士，这是贵团的行李，请您查看一下是否正确。 Please sign on this group list, thanks. 请您在这张团表上签字，谢谢！3、Confirm luggage with driver of AGT与旅行社司机确认行李件数 Good morning/afternoon/evening Sir(driver). There are twelve luggages in your