某酒店前台简单接待服务英语之相关制度和职责，简单接待服务英语一Cheekin1、GreetingGoodmorning/Afternoon/Evening,sir/madam.Welcometoourhotel.2、Doyouhaveareservation?/Haveyoubookedtheroom?您预订过吗Ple...
一Cheek in
1、Greeting
Good morning/ Afternoon /Evening ,sir /madam.Welcome to our hotel.
2、Do you have a reservation? /Have you booked the room?您预订过吗
Please show me your passport , and fill in these forms. 请出示一下您的护照,并将这些单子填写一下。
How many days do you want to stay? 您想住几天
How do you wish to settle your account, in cash or by credit card?您想用什么方式结帐,现金还是信用卡
(1.please give me XXX yuan as deposit,you room charge is XXX,the other we will refund you when you check out.请付XXX的预付金,您的房费是XXX,剩下的钱将在您结帐时退还给您。2.could you show me your credit card? I will make a deposit of XXX yuan which will be frozen through bank, when you check out, you should show me your credit card again, we will deduct charge for room by your real consumption and off-line出示一下您你信用卡好吗我刷您XXX的预授权,结帐时您需要再出示一下您的信用卡,我们将根据您的实际消费扣除您的费用,然后做离线交易。)
Please sign your name ,take care your receipt and your room card, your room is XXX,its on the Xth floor. This way please .请在这里签名,请拿好您的预付金单和房卡,你是XXX房间,在XXX楼,请这边走。
二Check out
1.Detail
Please show me your room card and your receipt.请出示您的房卡和预付金单
This is your bill,please check(verify)your signing.这是您的帐单,请核对并签名
Do you need invoice?您需要发票吗
2.Parting
See you next time, welcome back again ,have a nice trip.再见,欢迎下次光临,旅途愉快。
Key words: passport护照reservation预订deposit预付金receipt凭证单refund退还deduct扣除invoice发票socket 插座lift(elevator)电梯
electricity card电卡 hair dryers(blowers)电吹风 sewing kit缝纫针线包
shower cap淋浴时用的塑胶浴帽 iron 电熨斗
三 Others
Key words: laundry要洗的衣服,洗衣 AC(air-conditioner)空调机 shlipper拖鞋bed sheet床单towel(face-cloth)面巾bath-towel浴巾 toothbrush牙刷pillow枕头cover(blanket)毛毯,毯子 ashtray烟灰缸switch开关Internet互联网access通道,入口TV-set电视机sewage污水;污秽物parking lot停车场emergency exit紧急出口
Special time
1.Your deposit is not enough. If you have free time, please come to the reception(front office),and pay more for overstay.您的预付金不足了,方便的话,请到总台补交一下预付金好吗
2.Do you want to save your bags (suitcasepackagebaggageluggage)?您需要寄存行李吗
3.Do you have member card? If you want to be a member of our hotel, you could buy it for 158 RMB.你有会员卡吗如果您想成为我们的会员,您可以花158元办一张会员卡。
And you could enjoy 10% off room charge in any chained of jj-inn hotel. Eating is 12% off. At last you can delay 2 hours to check out.您可以在全国锦江之星享受房费9折优惠,餐饮费8.8折优惠,而且退房时间可以延迟两个小时。
4.This is your morning call. Its XXX now.叫醒服务,现在X点了。
5.There is an outline for you ,do you want to talk with him(her )? Hold on ,please.这里有您的一个外线电话,您想和他(她)通话吗请稍等。
6.refund for any overpayment or a supplemental payment for any deficiency 多退少补
1. Good morning/evening. Reservation. May I help you?
早上好/晚上好,这里是...酒店客房预订部,请问需要什么帮忙吗?
2. What can I do for you?
我能为您帮什么忙吗?
3. Hold on line, please. Could you please hold on?
请稍等(电话中) 请稍等,好吗?
4. Could you wait a minute, please?
请稍等,好吗?
5. Are you with a company?
您是公司预订吗?
6. May I know you departure date?
请问您的离店日期是哪天?
7. How long will you stay with us?
请问您住几天?
8. How many people are there in your party?
您们一共几个人?
9. That will be four nights.
四个晚上。
10. May I know the arrival date, please?
请问哪天入住?
11. Is it just for tonight?
请问只住今天一晚吗?
12. When do you check in?
请问您什么时候入住?
13. Would you like a single room or a double room?
请问你想订单人间还是双人间?
14. What kind of room would you like/prefer?
请问您喜欢什么样的房间?
15. Would you please tell me your full name, please?
请问您的全名是?
16. And your address, please?
请问您的地址?
17. May I know you telephone number, Mr Smith?
史密斯先生,请问您的电话号码是?
May I know your company name and how would you like to settle your payment?
请问您的公司全称及付款方式?
18. We have a single available for those dates.
我们还有一些单人间可以接受预订在那个时间段。
19. Its all right for the next week.
下个星期没有问题。
20. We do have a vacancy for those dates.
那段时间我们可以接受预订
21. Yes, you can have a room on Saturday.
是的,星期六您可以订到房间。
22. Im afraid we wont be able to guarantee you a room after the 16th. We usually have high occupancies in the peak seasons.
恐怕十六号后我们不能保证有房间提供给您,那段时间是我们的入住高峰期。
23. Im sorry, but were fully booked for single rooms. Would you like to have a double one?
很抱歉我们的单人间已经订满了,给您订双人间怎么样?
24. Im sorry, but the hotel is full on that date.
很抱歉,那天我们酒店的客房已经住满了。
25. Im sorry, we dont have any room available for that week.
很抱歉,我们那周的预订已经全满了。
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