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, I’ll 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 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 isn’t 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 you’ll 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 you’ll 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！I’m 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 you'll 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, I’m 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）㈠.您好，我是总台，请问您是××旅行社的×导游吗？Hello, I’m front desk of ***, Would you tell me XXguider of XXtravel bureau?㈡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?㈢.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?㈣.请问此团共有多少位客人入住？How many people are there on your party?㈤.请问是入住×天吗？How many days are you going to stay here?㈥.请问您所带团队的准确到店时间?Would you tell me when you arrive in our hotel?㈦.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?㈧.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 I’m apologized all of rooms are booked out . If you don’t 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, I’m sorry to disturb you, we are checking depar。