Five diamond Criteria and Language 翻译.doc

Criteria and Language using for five diamond standards酒店五星五钻服务标准Check inAttendant provides a warm and sincere greeting; recognizes guest appropriately客人抵达后要热情诚挚地问候：/l Good morning / Good afternoon / good evening / how may I assist you?l 早上好/中午好/晚上好/我可以帮您吗？l Make eye contact, and smilel 眼神接触、微笑l Focus on consistence eye contact with the party instead of the computer and other distractions. Ask for the name in which the partys reservations were made.l 尽量保持眼神接触避免注意力集中在电脑上，询问客人姓名并问是否有预定。l Ask if the party has stayed at the hotel previously, then welcome them or welcome them back. Remain conversant through out the check-in processl 询问客人之前是不是有住过本酒店，之后对客人表示欢迎或者欢迎其再一次的到来，熟练地为客人办理整个入住程序Attendant addresses guest by name during initial greeting, as appropriate thereafter在最初的时候要尽可能以其姓氏加先生或女士热情称呼，之后同样n Use guests surname at least 3 times during the check-in process.在整个办理入住的过程中至少以客人的姓氏称呼3次Attendant acknowledges guests waiting in line with a warm and welcoming greeting要向排对等候的客人热情的问候，n Make eye contact and smile to the next guest in line 在一位客人快要到达面前时要眼神接触并微笑Registered guests are not asked for duplicate information不要重复询问客人重复的信息l If guest information already on file (such as address or email), instead of asking the guest for the information again, ask to reconfirm the information: “do you still live on 123 street”如果客人的信息已经在档案中（例如地址、电子邮箱）只需确认。例如：“您是否还住在123街吗？“Attendant confirms rate and type of room确认房间的价格和类型l Confirm terms of the reservation: arrival, departure, number of guests, type of room, smoking preferencelAttendant delivers messages discreetly谨慎传递客人信息l All messages that contain room numbers, telephone numbers, times of events should be written down for the guest所有包含房间号，电话号码，的信息都应该写下给客人Attendant provides room number discreetly谨慎提供房间号l Room number are never read aloud “your room is right here” point the room number that are written down for the guest决不能大声读出“你的房间就在这儿”，只需要给客人指一下他的房间号Attendant places all registration materials into the guests hands办理完之后将所有登记的资料递到客人的手上l Items should never be placed on the counter; and should hand everything to the guest with two hands. (ID, Key, Credit cardetc)资料应该双手递到客人手上，不应该反倒柜台上（包括身份证、钥匙、信用卡等）Attendant exhibits a sincere desire and compliance to all guests requests要真诚完成客人的要求l Offer a map or some information package of the hotel or the surrounding areal 提供给客人地图或者有关酒店旁边地区的一些信息Attendant asks if there are any other ways to be of service应询问客人是否还有其他需求l “Can I provide any addition service?”l “我还可以为您提供其他服务吗？”l “Can I assist you with anything else?”l “还可以帮您做些什么呢？“Attendant arranges escort of guest and belongings to room服务员送客人及其行李到达其房间l Inform the guest that luggage will be brought to the room by the bell person on the side, butler will walk the guest to the room and the bell person followsl 向客人说明行李会由行李员帮他送到房间，管家将会将其带到房间，行李员会跟在后面l Open handed gestures with any directionsl 需要向客人指示的时候要打开手势Attendant offers a warm and sincere closing要以热情温暖的态度结束本次服务l Try to make the closing personall 要尽量一个人完成此次服务Attendant addresses guest by name during closing结束时继续用客人的姓氏加先生或女士来称呼客人l “Thank you Mr. Li, and enjoy your stay” “谢谢您，李先生，希望您住店愉快“Check out退房Express checks out service are available 24-7全天侯行快速退房服务l Guest should be able to check out with a easy process during anytime of they stay客人在任何时间退房都要快速帮他办理Attendant provides a warm and sincere greeting; recognizes guest appropriately热情诚挚地问候客人l Welcome the party cheerfully with a friendly smilel 热情并面带微笑迎接客人l “Good morning / Good afternoon / Good evening, how may I assist you”l 早上好/中午好/晚上好，我可以帮您吗？Attendant addresses guest by name during initial greeting, as appropriate thereafter在最初的时候要尽可能以其姓氏加先生或女士热情称呼，之后同样l Use the surname at least 3 times during a checkout在整个办理的过程中至少以客人的姓氏称呼3次Attendant acknowledges guests waiting in line with a warm and welcoming greetingl Focus on consistent eye contact on the partyAttendant inquires about guests stay询问住店的感受l “How did you enjoy your stay?”您感觉我们的服务怎么样呢Attendant exhibits a sincere desire and compliance to all guests requests真诚地提供客人所需的东西尽量让客人满意l Show sincerity if problems exist and offer solution for any shortfalls如果出现什么问题要尽快解决弥补过失Attendant asks if there are any other ways to be of service询问还需要别的什么服务吗l Ask if the party has additional needs; specifically mention the transportationl 询问客人是否有什么额外的需要，询问他的交通方式（需不需要叫车，买票等）l “Can I be of any other service” “Is there anything else I may assist you with” l “能为您提供其他服务吗？”“我可以帮您做些其他什么吗？”Attendant provides a copy of bill for review into the guests hands让客人看一下他的消费记录l Ask the party if they would like to review their preliminary bill. If so, present the preliminary bill for them to review在客人付账之前询问客人是否需啊哟查看自己的消费清单，如果需要，双手递交消费清单Attendant confirms payment method服务员确认付费方式l Ask the party if they will be leaving charges on the same credit card presented at registration; if so, do not ask for the card again. Remain conversant throughout the check-out processl 询问客人是否用入住时所使用的信用卡结账，如果是，无需客人再次提供此卡l “How would you like to settle your account?”l “请问您要使用什么方式结账”l “Would you like to keep the charges on the credit card we have on file?”l “您是用入住时使用的信用卡结账吗？Attendant places check out folio into the guests hands服务员把结算清单递交到客人手中l Conduct transfers of bills, Credit cards, and other forms using a hand-to-hand technique. Fold the final bill into thirds, place it in a “Thank you” folder and hand to the guestl 房费结算完成后把客人的信用卡等物品双手递交至客人手上。将收据折好，放入信封交于客人手上并说“谢谢”Attendant expresses a warm and sincere thank you for staying at the property服务员诚挚的感谢客人选择我店入住。l “Thank you for staying with us!”l “感谢你选择我店入住！”Attendant sincerely encourages guest to return服务员诚挚的希望客人再次选择我店l Thank the party and encourage them to have a safe trip and to return again soon.l 感谢客人并祝福客人完全回家l “Have a safe nice trip. Hope to see you soon”l “祝你旅途愉快。希望再次见到你”Attendant addresses guest by name during closing服务员再次用客人的姓加先生或小姐结束本次服务l “Thank you Mr. Li, have a safe trip home!”l “感激李先生，祝你旅途愉快”Staff Standards员工标准All associates exhibit a professional vocabulary所有员工使用专业用语l Even in the back of the house professional vocabulary should be used at all timel 及时在没有客人的情况下也尽量使用专业语言Guests are graciously escorted to areas when direction are requested客人被有好客气的带至客人想去的地方l Give every guest a ma