前台常用英语.doc

前台常用英语STANDARDS CHECKIN入住 1.Greet 问候 2.Smile, warm, attentive posture 微笑的、热情的、专注的态度 3.Good morning/afternoon/evening, Sir/Madam. May I help you? 早上好/下午好/晚上好，先生/女士。我能为您效劳吗, 4.Check in 入住 5.May I have your name please? 我可以知道您的名字吗, 6.One moment please, Mr.-while I pull up your record. 请稍等，XX先生。我查看一下您的记录。 7.Pulls reg. card and guest record in HIS notes, RG or first time. 将登记卡和客人资料记录在他个人历史档案中，是回头客或是第一次下榻的。 8.Welcome (back) to the AWPH Mr./Ms/etc.(Smile) 欢迎(再次)光临(微笑) 9.Could I trouble you for your passport & a business card, please? 麻烦请您出示一下您的护照和名片, 10. Thank you, Mr. . I ll complete the card for you. How would you like to settle your account upon departure, (if CC imprints and gains approval, if not credit policy explained during this period, reg. card is completed by receptionist:Correct full name, including full address, company credit indicates settlement and approval.) XX先生，谢谢您，我将很快为您办完手续，请问在您离店之前您将如何付费,(如是信用卡，需刷卡并获得授权，按照我们的信用规则接待员需完整记录:正确的全名，包括字母起始;完整地址;付帐方式;国藉;护照号码;签证有效期;职业 11( Mrif I could just ask you to confirm your room rate, departure date, Indicate weather you are have for business or leisure and sign at the bottom please. XX先生，我将再次与您确认您的房价、离店日期，并且想了解你是来旅游或公差的,如无不妥，请在入住单底部签字。 12( Thank you, Sir/Madam. Would you prefer a smoking or non-smoking room? 谢谢，请问您喜欢禁烟楼层或是非禁烟楼层, th13( We have a deluxe king-bed and non-smoking room on the 10 floor overlooking the garden, will this be suitable. 我们在十楼有可以观景的豪华非禁烟房间，您觉得适合吗, 14( MrIll just call the bell-man and then I will show you to the room to ensure that you are comfortable. XX先生，我会让行李员带您上房间以确保您觉得房间是否舒适。 ESCORT 陪同上房 1.Accompanies guest to the lift. 陪同客人进电梯。 2.Makes pleasant conversation about 制造愉快的谈话，关于: -Hotel restaurant 酒店的餐饮。 -Hotel amenities 酒店令人愉快的事。 -Journey to hotel 到酒店的旅程。 -Past visits 曾经游览过的。 -Weather 天气。 3.Pushes lift button and holds lift while guests steps inside Hits the floor No. 按电梯按钮，客人步入电梯时按住电梯门，然后按楼层按键 4.Calls floor No. And holds doors for all other guests departing lift prior to your guest. 报出楼层号码，为在您的客人之前出电梯的客人按住电梯门。 5.At floor gets out first and hold door while guest alights from lift (elevator). 到达所去楼层时，先出电梯，并为客人按住电梯门到客人走出电梯。 6.On the way to the room explains:去房间时，为客人介绍: -Emergency exits 紧急出口通道 -Room boy station 服务台 -Introduces room boy by name to guest 为客人介绍服务员的姓名 7.Opens door for guest while explaining key system, turn on light and leads guest to the room. 为客人开门，并介绍钥匙的使用方法，进门取电，指引客人进房。 8.Explains room features: 介绍房间设施 -Bathroom with hair-dry 带吹风机的浴室 -Elsafe & Sobs 沐浴液 -Bedside console 床头控制 -Armoire with machine 衣橱 -Desk with fax machine 放传真的桌子 -24 hour room service 24小时客房服务 -Twice daily room service 每日两次房间清洁 -Fruit basket 果篮 9.Finall 最后 -Offer further assistance 提供进一步服务 -Using guest name, wish a pleasant stay.称呼客人姓名并祝入住愉快 -Promise follow up luggage 保证行李随后即到 CHECK OUT结帐 1.Greeting 问候。 2.Smile warm attentive posture. 微笑，热情，专注的态度。 3.Good morning/afternoon/evening, may I help you? 早上好/下午好/晚上好，我能帮助你吗, 4.May I have your name, please? 我能知道您的名字吗? 5.One moment please. Mr. XXX while I pull your record and print your bill. 稍等一会儿，某某先生，让我查一你的记录并打印您的帐单. 请6.Did you enjoy anything from the mini-bar last night or this morning. Mr.XXX? 请问您昨晚或今早用过小冰箱里的东西吗，某某先生, 7.Pull registration card and guest record is HIS up dates mini- bar prints folio. 从电脑系统中找出客人的相应资料，更新酒水帐单并打印出来。 8.How did you enjoy stay with us，Mr./Mrs., 您入住的是否愉快，某某先生/女士, 9.Do you need assistance with your luggage or transportation? 需要帮您运送行李吗, 10. Pull bill from printer and reviews it prior to giving to the guest? 将帐单交给客人之前先复查一遍所打印的帐单。 在11. Sir/Madam, please review your bill. 先生/女士，请看一您的帐单。 12. Is everything in order? Shall I use the - Given up on arrival Mr. XXX. 是否都正确呢,请问您将如何付帐, 13. Adjust as needed present documents for signature. 如果需要可出示相关文件核对签名。 14. If I could just trouble you for your signature Mr. XXX. 可以麻烦您在这里签上您的名字吗, 15. Will you need a future reservation? 您是否需要给您在其他地方订房, 16. Did you empt