岗位规范服务用语(中英).doc

总台接待入住规范语言：1、上午好（下午好、晚上好），先生（小姐）请问您要住房吗？Good morning (afternoon/evening), sir (madam). May I help you?2、请问您有预订吗？ Do you have a reservation?3、1）无预订：我们现在能够提供的房间有标准间优惠价元，豪华间优惠价元，商务间优惠价元，三人间优惠价元，包含15服务费，不含早餐。豪华标间和商务间装饰豪华典雅，在九层以上，视野开阔。商务间有独立的休闲区和私人保险箱。请问您选择哪种房间？We have deluxe standard room, deluxe single room, standard room and triple room. Now deluxe standard and single room is XX percent discount, the price is XXX yuan per night. Standard room is XX percent discount, the price is XXX yuan per night. The triple room is XX percent discount , the price is XXX yuan per night. All of room include 15% service charge, but not include breakfast .What kind of room would you like? 2）有预订：请问您是以什么名义预订的房间？（姓名或协议单位、网络订房）请稍等，我查询一下预订记录。您预订了个标准间（豪华标准间、豪华单间），预计住天。对吗？Would you like to tell me by what name you reserve the room? (After the guests answering)Please wait a moment, Ill check the reservation records. Mr/Ms XX, nice to meet you! You have reserved X standard room(s) (deluxe room(s) for X day(s). Am I right?4、请问您共有几位客人入住？ How many people are there on your party?5、请您出示一下有效证件，我们为您办理登记手续。谢谢。 Could I see your passport, please? Thank you.6、先生(小姐)，请问您预计住几天？ Mr.(Ms.) xx, how many days are you going to stay here?(no reservation)7.我们的退房时间为中午12点钟。（如果您有特殊要求，请及时与我们联系）The check-out time is 12:00am at noon. If you have some special needs, please let us know earlier.8、先生（小姐），如果您有贵重物品请到收款台免费保管，请您签名确认并留一下您的联系电话。谢谢。 Mr.(Ms.) xx, if you have any valuables please keep it in the cashier desk, there are safe deposit box for free. Please sign your name here. Thank you.9、请问您如何付费？付现金还是刷卡？How are you going to pay, in cash or by credit card？10、请您预付元，方便您在酒店内签单消费。（我们先给您要元预授权） Would you mind paying xx yuan RMB for deposit?11、收您元整。（开好押金收据）请在这里签名确认。 This is X hundred yuan, Please sign your name here.(tearing the yellow list, handing to the guest) Please keep it well.10、这是您的房间钥匙、签单卡和押金收据，请收好，结帐时请交回，如果您在酒店消费请出示您的签单卡。您的房间在楼号。早餐餐厅在二楼中华厅，营业时间是七点至九点半，自助餐，每位35元，请向右转一直走，到电梯间。（或行李员会引领您至房间）This is your consuming card and room key, please keep it well. You need to show it to the waiter when you want to charge your bill for food or drink to your room. Your room is on the Xth floor.(If there is breakfast coupon)This is breakfast coupon, the restaurant for breakfast is on the second floor, open time is 7:00 to 9:30.(If there isnt breakfast coupon)The breakfast is 35 yuan for one person. The restaurant for breakfast is on the second floor, open time is 7:00 to 9:30.11、祝您在酒店入住愉快！Hope youll enjoy your stay with us in our hotel 1、如果客人办理饭店VIP卡，应致谢：欢迎您加入会员俱乐部。Welcome to joining huanghaihotel VIP club.2、接受客人预订客房的结束语Thank for your reservation, we look forwards to your coming!3、客人持VIP卡提前预定，可根据客史档案，提前为客人做好准备。当客人入住时：（在住客不紧张并允许的情况下,可为客人安排上次住过的房间）应说：房间已按您的喜好准备好了，房间还是上次的xxx号。祝您入住愉快！The room has been ready according to your habit/hobby/interest,the room number still is xxx. Hope youll enjoy your stay with us in our hotel.4、如果是周末或是节假日，应对客人说：祝您周末愉快！祝您国庆节快乐！新年好！Wish you happy all day!( (Have a happy weekend!) happy new year！5、当为客人办好每一件业务时，应对客人说：很高兴为您服务！Im very glad to serve you.6、当客人询问就餐地点时，应对客人说：祝您用餐愉快！Hope youll have a good/nice dinner.7、夜间为客人办理业务后，应对客人说：祝您晚安！Goodnight! Wish you have a good dream!8、当客人对服务不满甚至引起投诉时的规范语言：对不起，因为我们的失误（考虑不周到、工作不细致）造成您的不便，我为此深表歉意！希望您能谅解！ I do apologize for the inconvenient to you. It is our mistake (We work too inconsiderately). I hope your understanding. 9、回访VIP客人和回头客，拨通房间电话后，应说：您好，XXX先生/小姐，我是总台。请问这个房间您觉得满意吗？请问我们还能为您做点什么？如果有事，请与我们联系，我们很乐意为您效劳！希望您在酒店入住愉快！Good morning (afternoon/evening), Mr.(Ms.) XX, This is front desk. Would you tell me you are pleased with your room? What can I do for you?If you have something , please let us know, Im glad to service you. I hope you will enjoy your stay with us.10、与客人确认订房时的规范语言：（旅行社）.您好，我是总台，请问您是旅行社的导游吗？Hello, Im front desk of *, Would you tell me XXguider of XXtravel bureau?请问贵社是否今天有安排一个团队入住我们酒店？（在得到肯定的答复后）Would you tell me whether a group has been stay at our hoter?.酒店正在确认当天的订单，想跟您确认一下，您所带的团队是预订了间客房吗？We are confirming order form. Would you tell me how many rooms you have reserved?.请问此团共有多少位客人入住？How many people are there on your party?.请问是入住天吗？How many days are you going to stay here?.请问您所带团队的准确到店时间?Would you tell me when you arrive in our hotel?.请问团队早餐券是否需要我们提前放入客人的房卡中？Would you tell me whether we put breakfast card into the room card?.如果团队有任何变化或有其它特殊要求，请您及时通知我们，好吗？谢谢您的合作！If you have anything or else special question, please let us know earlier? Thank you!将以上订房信息与导游再复述一遍，确认无误后，请对方先挂机，并及时在预订单和微机备注上做好记录。11、当房间全部定满，仍有客人要求住房时的规范语言XX先生/小姐, 感谢您选择我们酒店，但是非常抱歉酒店所有房间已经预订满了, 如果您不介意的话, 我可以帮您联系其他酒店. Mr.(Ms.) XX, thank you for your choice , but Im apologized all of rooms are booked out . If you dont mind, we can connect with other hotels for you.12. 住店客人确认离日时的规范语言您好, XX先生/小姐, 我是总台, 对不起打扰您了, 酒店正在核对所有客人的准确离店时间, 请问您具体离店日期是哪一天? Good morning (afternoon/evening), Mr.(Ms.) XX, this is the front desk, Im sorry to disturb you, we are checking departure date, when do you leave our hotel?13. 与住店客人通过留言的方式确认离日时的规范语言XX先生/小姐, 您好! 酒店正在核对所有客人的准确离店时间. 请您看到留言后及时与总台联系, 谢谢您的合作!Good morning (afternoon/evening), Mr.(Ms.) XX. we are checking departure date, please you connect with the front desk in time when you come back. 总台收款为客结帐规范语言：1. 上午好（下午好、晚上好），先生/小姐，请问您要退房吗？ Good morning (afternoon/evening). May I help you?2. （如果客人是饭店VIP客户，请其出示VIP卡。） 您好，XX先生/小姐，很高兴为您服务，请您出示一下贵宾卡，好吗？ Hello，Mr.(Ms.) XX,Very glad to service you. Please show me your VIP card.3. 您的房间号是XX房，请问您是XX先生/小姐吗？请稍等，马上为您办理退房。 Mr.(Ms.) xx, Room xx Just a moment please. Ill do the check-out for you right now.4. 你的房费是XX元，请问XX先生/小姐，房间有没有其它消费? Mr.(Ms.) xx, your room charge is XX yuan, do you have other consumptions in your room?5. 这是您的帐单，请您核对一下,谢谢！XX先生/小姐，如您的帐单无误，请您在帐单上签名确认并请注明发票客户名称，可以吗？This is your account, please have a check. If there is no problem, please sign your name. And Ill write invoice for you.6. 这是您的发票及找零，请您核对一下。（将发票及找零或卡纸放入“感谢光临”信封中，双手呈送客人）Youve paid xx yuan deposit. So Ill refund you xx yuan, and here is your invoice. please keep it well.7. 非常感谢您的光临，请问您在饭店入住期间感到愉快吗？（请客人填写服务卡片，并询问住店感受）如果您对我们饭店有什么意见和建议，请告诉我们。我们会非常感激的。Thank you for staying with us at Huanghai Hotel. We hope your stay has been comfortable and enjoyable. Please give us comment to help us serve you better.8. 请问还有什么需要为您效劳的吗？ Do you need anything else, please?(Is there anything else I can help you?)9. （楼层报OK房）谢谢，您的退房手续已经办好，请带好随身物品。Thats all right, please dont leave anything behind.10. 再见，XX先生/小姐，欢迎您再次光临，祝您旅途愉快！ We wish youll have a nice trip and hope to see you soon here, Mr/Ms. oodbye! 1、当结帐时因误报赔损或帐务错误，应对客人说：对不起（非常抱歉），由于我们的工作失误给您带来了不便，耽误了您的宝贵时间。再见，祝您一路顺风，旅途愉快！期待您再次光临！Im very sorry. Its our mistake to give you the inconvenient and waste your precious time. Hope you have a good trip! We look forwards to your next coming!2、当客人对酒店提出批评或建议时，应对客人说：感谢您为酒店提出的宝贵意见，我们会认真对待，尽快改正。希望您在酒店入住愉快！（祝您一路顺风，希望您再次光临！）Thanks for your comments, we will treat it carefully. And hope you have a good stay here!（Hope you have a nice trip and see you once more）3、您的建议非常好，我们会向经理转达您的宝贵建议。感谢您对酒店的关心和支持！希望您在酒店入住愉快！（祝您一路顺风，希望您再次光临！）Your suggestion is very good. We will tell our manager about it. Thanks for your concerns to our hotel and hope you have a good stay here! （Hope you have a nice trip and see you once more）4、让客人久等后的规范语言：对不起让您久等了。（感谢您的耐心等待）Im sorry to have kept you waiting so long. (Thanks for your patience) 5.客人需要外币兑换 标准语言：请问需要外币兑换吗？现在的美元牌价是-。Do you want to exchange money? The exchange rate for US dollar is-.6.当你正在接听电话，客人走到你身边。标准动作语言：向客人微笑示意，对电话里的客人说“对不起，请您稍等”；转向客人，“您好，我能接完电话后为您服务吗？”Smiling to the guest, speaking to the guest on telephone ”Sorry, please wait a moment”; transferring to the guest “Good afternoon, can I serve you finishing this call?”7当你对客服务时，电话响了如何处理？ 标准动作语言：（微笑向客人道歉，请他准许接个电话。）对不起，我能接个电话吗？谢谢。 (apologizin