酒店礼宾部标准用语资料.doc

FREQUENTLY USED SENTENCES – Concierge1 DOORMAN GUEST RECEPTIONn Good morning/afternoon/evening Sir/Madam, welcome to Days Hotel Suits Hengan Chongqing! 早上/下午/晚上好，先生/女士欢迎光临重庆恒安戴斯大酒店n Welcome back Sir /Madam (in case it is a repeat guest) 欢迎您再次光临，先生/女士（如果是回头客）n My colleague will show you the way (handing over to Bellman). 我的同事会为您带路转给行李员）n After you Sir/ Madam 您先请，女士/先生n This way please! 您这边请！n Please follow me, I will show you the way. 请跟我来，我带您去n You are welcome! (after the guest said “Thank You”) 不客气。

在回答客人说“谢谢”时）2 BELLMAN ESCORTS TO RECEPTIONn Good morning/Afternoon/Evening, Sir/ Madam, may I help you with your luggage? 早上/下午/晚上好，先生/女士，需要我帮您提行李吗n How many pieces of luggage do you have? 请问您有几件行李呢？n Are you a member of our hotel? —> If they are, please say welcome back 请问您是我们酒店的会员吗？如果是，请说欢迎回来n After you Sir/ Madam 您先请n This way please! 您这边请n Please follow me, I will show you the way. 请跟我来，我会为您带路的n Please let me help you with this! 请让我帮您n Please wait a moment. I ask my colleague to help. This is really heavy/big. 请稍等，我请我的同事来帮忙，这太重了。

n Please wait a moment. I will get a luggage trolley. 请稍等，我去推行李车3 DURING THE STAYn May I have your room number, please? 我能知道您的房号吗？n I’m not sure, but let me check for you. This will not take long. When and how is it best to contact you? 对不起，我还不确定，让我帮你查一下不会耽搁您很久的请问在什么时候如何联系您好呢？n I am sorry Sir/Madam, I did not understand. Please let me look for my supervisor. I will be back in a minute. 对不起，先生/女士，我不太明白，我去请示一下主管，很快回来n We can arrange transportation to XX for you. You have the choice between the following cars (…….). I can recommend the Benz for RMB XX. (in case the guest books a car) Thank you very much for your reservation! 我们会为您提供到XX 的租车服务。

您可以选择 XX我建议您选用奔驰，价格是XX RMB非常感谢您的预定n I am sorry to disturb you, but I have a message for you Sir /Madam. 很抱歉打扰您，但是我们这边有您的留言，先生/女士4 Check-Out:n Yes Sir/Madam, we will send somebody to your room right now. 好的，先生/女士，我会请我们的同事马上上去 n How many pieces of luggage do you have? 请问您有几件行李呢？n Yes, we will call a taxi for you right away. 好的，我们会马上为您叫出租车的n Yes, your private car has arrived already. May I escort you outside? 是的，您的车已经到了，请让我送您出去5 SMALL TALKn How do/did you like your stay with us? Thank you, that is nice to hear, I will share this with our management! (or) May I ask why you feel this way? 在您入住期间，您感觉怎样呢？谢谢，很高兴听到您这样说，我会把您的建议转达给我们的管理层的！或我能知道为什么您会有这样的感觉呢？n How was your flight, Mr. /Mrs. XX? 您的旅途愉快吗？n Is this your first time to Nanchuan, Mr. /Mrs. XX? May I ask, are you traveling for business or leisure? 这是您第一次来南川吗，XX先生/女士？可以请问您是来工作还是旅游呢？n For further information, you may also dial the extension number xxx. 如果您想得到更多信息，您可以拨打XXX。

n Do you need a bellman to pick up your luggage when you check out, Mr. /Mrs. XX? What time would you like? XX先生/女士，在您退房时需要我们的行李员来帮您搬行李吗？大概在什么时候呢？n Vacation: “Last may vacation I went to Chongqing. What a nice place. You should go if you find the time.” 渡假：“五.一节的时候，我去了重庆玩那真是个很好的地方，如果您有时间的话，可以去看看！”Weather: “It is incredibly hot today, isn’t it? Do you like the heat or is this too much for you?”; 天气：“今天真是太热了，对吗！您喜欢这种温度吗？还是对您来说太热了？” “Oh it is raining again. It has been like this for the last few days. Hopefully we will get a bit of sunshine during your stay so that you get to see a better side of Nanchuan”. “又下雨了，已经下了好几天了。

希望在您入住期间，天气可以好转，这样您就可以更好的欣赏到南川的美景了n Places in China: “Have you been to other places in China?”; 中国的其他地方：“您去过中国的其他城市吗？” n May I ask where you are from originally? 我能知道您是哪里人吗？n How was your flight? 旅程怎么样？6 INTRODUCE ROOM FACILITIESn Please insert you room key into the key slot for electricity. 请把您的房卡插入电槽取电n Mr. /Mrs. XX, may I introduce the room facilities to you? XX先生/女士，请允许我为您介绍房间设施n The Safety Exit Map is on the back of the door. Please have a look at it for your personal safety. The fire escape staircase is to the left/right of you. 安全疏散指示图在门后。

为了您的安全，请您看一下安全出口就在您的左/右边n This is the minibar, we have a price list here, and your consumption will be charged to your bill. 您所有的消费都会自动计入房账n This is the control switch (at bedside) for the light and this one here is for the air condition. You can adjust both individually.这是床头控制板，您可以分别调节灯光是亮度和空调的温度n If you have any valuables, please lock it in the safety box. 您所有的贵重物品请存在房间内保险箱内n To get an outside line, please dial 9 or ask our Guest Service Centre for help.如果您要拨打外线的话，可以在号码前先拨9，或是让我们宾客服务中心的同事帮您拨n You will find detailed information about the hotel and the city of Nanchuan in the Guest Service Directory.您可以在我们宾客服务指南上找到对酒店和南川的更详细的介绍。

n Mr. /Mrs. XX, I have put your luggage onto the luggage rack. Altogether there are xx pieces, is that correct? XX先生/女士，我帮您把您的行李放在了行李架了，一共有X件，对吗？n Is there anything else I can do for you? Please let us know if we can be of any further assistance. I hope you enjoy you stay with us! 还有什么我可以帮您的吗。