H-How to check in a walk in Guest
H-How to check in a repeat Guest
Check for theGuest’s lastname in OPERA
在OPERA系统中按客人的姓氏查找
“Welcome toShenzhenair International Hotel, may I have your name please?”
“欢迎光临深航国际酒店,请问怎么称呼您呢?”
给客人的一定是被检查完毕的空房
Do not announce the room numberverbally; only indicate on the keypack.
在房卡套上指出房号给客人代替口头说出。
“Mr/Mrs XXX, here is your room key. This is your room number.”
Greet theGuestusing the appropriate time of day.
运用合适的问候语问候客人
Smile and act inafriendly manner.
微笑及热情友善的态度
Maintain eye contact
保持目光接触
Speakslowly &clearly
口齿清晰,语速适中
押金公式：房费*入住天数
+RMB500一天的杂费
Step9
第九步
Check in the reservation
在系统中办理入住
Refer to Opera training on how to check in a reservation
请参考Opera操作培训中如何在
系统中办理入住
Locate the reservation by using the “Guest in house” function in OPERA
高尔夫情景英语口语对话
高尔夫场景常用口语：1、俱乐部总机T：T elephone operator (总机接线员) M: Member（会员）T：Good afternoon, this is Sanya International Golf Club. MayI help you?下午好，这里是三亚国际高尔夫俱乐部，请问您要找哪个部门？M：I’d like to make a reservation, please.我要订场，请问找那个部门？T：I’ll put you through to the Front Desk, Just a moment, please!订场需要联系前台，请稍等。
M：Ok，thank you.好的，谢谢。
2、俱乐部前台(一) 预定R：Reception (前台服务人员) M: Member（会员）R: Good morning, Front Desk. May I help you!早上好，这里是前台，我能为您做什么么？M: This is David. I want to book one flight at 8 on Saturday morning?我是大卫，我想预约星期六上午8点的场。
R: I’m sorry, it has been reserved already.非常抱歉，您要的这个时间已经预约满了。
M: What other time is available on Saturday morning then?那周六上午还有什么时间可以订场呢？R: How about 12:36?12点36分，您看怎么样？M: Ok, I’ll take that!好的，我就定这个时间。
R: May I have your membership number, please, sir?请将您的会员号告诉我好么？M: The number is 66666666.我的会员号是66666666。
H-How to check in a FIT Guest
如何登记入住一位散客| 深航国际酒店Task: 工序: How to check in a FIT Guest如何登记入住一位散客Job Title:职位:Guest Service Officer –Front Office宾客服务员Step 1 第一步Welcome the Guest欢迎客人∙Acknowledge the Guest认知客人∙Greet the Guest using the appropriate time of day.运用合适的问候语问候客人∙Smile and act in a friendly manner.微笑及热情友善的态度∙Maintain eye contact保持目光接触∙Speak slowly & clearly口齿清晰,语速适中∙Use the Guest’s name if known尽量称呼客人的名字“Good Morning/Good Afternoon/Good Evening, Sir/Madam, May I help you?””“早上好，先生/小姐，欢迎光临深航国际酒店!”Step 2 第二步Identify Guest’sReservation确认客人预订∙Check for the Guest’s last name in OPERA在OPERA系统中按客人的姓氏查找∙By checking against the Guest’s passport or ID card.以客人的护照或身份证件上的信息来查找∙See task breakdown: “How to handle a check in whose reservationcannot be found ”∙请参照工序分析“如何处理在系统中找不到的预订”“Welcome to Shenzhenair International Hotel, may I have your name please?”“欢迎光临深航国际酒店,请问怎么称呼您呢?”“Mr/Ms. XXX, may I have your passport for registration please?”“XXX先生/小姐，可以出示一下您的证件吗”Step 3 第三步Reconfirm Guest’s roomtype preferences andassign room再次确认客人房间要求∙Reconfirm the Guest’s room type preferences (king/twin andsmoking/non smoking)再次确认客人房间要求（双人床/单人床/吸烟/不吸烟）∙Refer to Opera training on how to assign a vacant inspected room请参照Opera操作培训如何分配房间“Mr/Ms. XXX, may I reconfirm that you requested a king size bed on a non smoking floor?”“XXX先生/小姐，请您确认一下，您这次订的是一张大床在不吸烟楼层对吗？”Step 4 第四步Confirm the departure dateand time确认离店日期及时间∙Ask the Guest for their expected departure time询问客人预订离店时间“Mr/Ms XXX, you are staying with us for X nights, departing on [Day of the week], [Month] [Date]? Check outtime is 12 noon. May I have your departure time, please?”“XXX先生/小姐，请您确认一下，您将会在本酒店入住X晚，X月X日离开．正常的离店时间是中午12点，请问这符合您的安排吗？”如何登记入住一位散客| 深航国际酒店Step 5 第五步Present theregistration card呈递入住登记卡∙Print the registration card打印客人入住登记卡∙Present the registration card to the Guest on a folder将客人入住登记卡放入登记夹中拿给客人∙Reconfirm date of departure by circling in front of Guest在登记表上当客人圈出离店日期，与客人当面再次确认∙Reconfirm the room rate by circling in front of Guest, without verballyannouncing在登记表上圈出房费，与客人当面确认，不要读出来∙See task breakdown: “How to complete a registration card ”请参照工序分析“如何填写登记卡”∙Ask the Guest to sign on the registration card需要客人在临时入住登记表上签字确认“This your room rate and your departure date.”“这是您的房费和离店日期.”Step 6 第六步Offer transportation提供送机服务∙Ask if Guest would require a hotel limousine upon departure询问客人是否需要送机服务订离店时间∙See task breakdown “How to arrange transportation for a in houseGuest”请参照工序分析“如何安排为客人送机服务”“Would you require a hotel limousine upon your departure?”“是否需要帮您安排送机服务？”Step 7 第七步Reconfirm the method ofpayment再次确认客人付款方式∙Cash现金∙Credit Card信用卡∙Traveler’s Cheque旅行支票∙Company Authorization letters公司授权信∙Travel Agent Vouchers旅行社预订单∙Follow the Hotel Credit policy when receiving deposits and takingCredit Card Authorizations当收到押金及信用卡授权时要按照酒店信用制度处理“Mr./Ms. XXX, how would you like to settle your bill?““XXX先生/女士,我能知道您是如何付款的吗?”Step 8 第八步Calculate the depositneeded计算押金∙Amount of deposit should be obtained by formula (room rateincluding service charge x number of nights + 500RMB per night).押金公式：房费*入住天数+RMB500一天的杂费Step 9 第九步Check in the reservation在Opera系统中∙Refer to Opera training on how to check in a reservation请参照Opera操作培训中如何在系统中登记入住如何登记入住一位散客| 深航国际酒店登记入住∙Locate the reser vation by using the “Guest in house” function inOPERA通过OPERA中的Guest in house”查找预订Step 10 第十步Confidentiality机密性∙Guest room rate, room numbers, personal information shall betreated with high confidentiality.客人的房费，房号，私人信息应被视为高度机密∙Never pr ovide Guest’s room number or personal information toanyone.客人的房号，私人信息不能提供给任何人Step 11 第十一步Assistance withluggage行李服务∙Assistance should be offered before presenting the room key to theGuest.在客人拿到房卡之前，向客人提供服务∙The Guest should be asked for their luggage tag so that the roomnumber can be communicated to the bell desk请客人提供行李标签以便行李员了解客人房号信息“Mr./Ms. XXX, do you have any luggage downstairs? May I have your luggage tag, please?“XXX先生/小姐,请问您需要行李服吗？请提供您的行李标签，谢谢!”Step 12 第十二步Present the roomkey to Guest客户服务专员递交房卡给客人∙Guest is only presented with room key of a Vacant Inspected Roomthat has been checked in.给客人的一定是被检查完毕的空房∙Do not announce the room number verbally; only indicate on the keypack.在房卡套上指出房号给客人代替口头说出“Mr/Mrs XXX, here is your room key. This is your room number.”“先生/小姐，这是您的房卡，您的房号是…….”Step 13 第十三步Guest to departfrom the desk客人离开前台∙Ask Guest if you can assist her/ him with anything else.询问客人是否需要其它服务。
出国实用英语口语.pdf
出国实用英语口语一．入住酒店d like to check in please. 你好,我想入住贵酒店。
1．Guest: Hello, I′Hotel staff: Certainly. Can I have the name please? 当然可以,能把姓名给我吗?Guest: Mr Harold Smith. Harold Smith先生。
Hotel staff: Ok, Are you checking out tomorrow?好的,您是明天退房吗?s right. 是的没错,是明天退房。
Guest: Y es, I am. That′Guest : How many hours of the time difference are there between Singapore and China?Hotel staff: 3 hours. 中国和新加坡的时差是3小时。
Hotel staff: Will you need a wake up call, sir? 先生您需要唤醒服务吗?Guest: Y es please. At 6.30am. 是的,请在早上6.30唤醒我。
Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay.您的房间号码是五层的502房间。
早餐是早晨 6.30到9点。
入住愉快。
2. Guest: Good evening, I have a reservation under the name of Tomlinson.晚上好,我有预定,名字是Tomlinson. Hotelve found it. Checking out on the 27th? 好,我找到了。
是27日退房吗?staff: Ok I′s right. 没错。
Receiving a walk-in guest. 为散客登记
Receiving a walk-in guest. 为散客登记How many people do you have ，XX Mr./Mrs.? 先生/小姐，请问您有几位？What kind of room do you prefer，XX Mr./Mrs. Please ? XX先生/小姐，请问您想要哪种房间？Just a moment, I have to check if there’s a room available XX Mr./Mrs.XX先生/小姐，请稍等，我看看有没有空房。
Here is a brochure of our hotel and our tariff, XX Mr./Mrs. 先生/小姐给您我们酒店介绍和价目表。
We’ll give you a 10% discount, XX Mr./Mrs. XX先生/小姐，我们给您九折优惠。
Would you like to register, please? XX Mr./Mrs. XX先生/小姐，请您登记，好吗？You have to register individually, please. XX Mr./Mrs. XX先生/小姐，请您们分开登记，好吗？Would you fill in this registration form, please? XX Mr./Mrs. XX 先生/小姐请您填一下登记表。
Would you please put your nationality there, sir? 先生，请您将您的国籍写在这儿。
Would I ask you to put your name in block capital? XX Mr./Mrs.XX先生/小姐请用大写字母写您的名字，好吗？May I have your occupation, please? 请问您的职业？Would you sign your name, please? /I’ll need your signature. XX Mr./Mrs. XX先生/小姐，请签名。
酒店英语Unit-2-Check-in
Front Desk
Reception Desk of Executive Floor 行政楼层接待处
2
• “行政楼层接待处”（ reception desk of executive floor) 其功能跟一楼大堂的前台 （front desk) 大致上是一样，主要是让入 住该（些）楼层的客人能享受一个较“尊 贵”的特级待遇，在入住和离店手续所花 时间（等候时间最短）、舒适度（可以坐 着办手续）、个人私隐（绝少有别人挤在 你边上）等方面都有所改善。两者不同者 ，只是“前台”是面向所有客人，而“接 待处”就专门服务行政人员楼层的客人而 已。
• G: Oh, I’ll take care of it. Thanks.
22
Class Activity
• 全班分成两组，一组扮演 预订员， 一组扮演顾客，每组成员轮流进行 对话，顾客要尽可能多的问问题（ 例如房型，特殊要求），而预订员 要尽可能礼貌地回答问题，最终选 出班上的“最佳预订员”和“最难 缠顾客”。
• R: May I see your d not.
• R: Could I pay by credit card?
• G: Perhaps 10:00.
• R: May I know your • G: Here you are. departure time?
• R: Have you made any
reservation?
• G: Certainly, sir.
18
Fill in the blanks
• 1. Could I pay by _c_r_ed_i_t _c_ar_d__?
• 2. May I know your d_e_p_a_r_t_u_re_ time? • 3. Would you mind _f_il_li_n_g _i_n__ this
Help your guest to check in
P:Well,that's the least we could do. I hope you will have a nice stay here goodbye. D:Byebye.
LOGO
LOGO
• 组员:沈晓婷。杨吉 沈晓婷。
平。樊汝琴
(Go to the room)
P:Is there anything eles we can do for you? D:Not at the moment. P:Then we'll be leaving now so that you can settle in. D:Thank you very much.It's very considerate of you.
Help your guest to check in
LOGO
Guest:David Check:Alice Representative :Ping
LOGO
Ping:Here we are ,David,this is the Nade Hotel.We have reserved a room for you on the 11th floor with a balcony overlooking the park. David:Oh,what a lovely place! Alice:Good afternoon Madam,What can i do fou you? P:Good afternoon.I'd like to check in for the gentleman,please.I have a reservation under the name of David Miller two weeks ago. A:wait a moment, please .(she checks in the computer.)May i have your passport please, ler.
酒店英语(登记入住)E
DAILY RATE SURMANE
NO. OF GUESTS
ADVANCE DEP
ROOM NO. FRIRST NAME
PACKAGE PLAN
CURRENT RESIDENCE / COMPANY ADDRESS
PASSPORT NO. DATE/PLACE OF ISSUE NATIONALITY DATE OF BIRTH
R: Good morning, sir. May I help you? G: Yes. Do you have a single room with bath? R: Have you made a reservation, sir? G: I’m afraid not. R: Would you mind waiting for a moment .please? I will check the room availability…Sorry to have kept you waiting. I’m afraid we don’t have a single room with bath at present. We do have a double room with bath now. Tomorrow a single room with bath will be available.
大莱卡Dinners club (DC)
欧洲卡Euro card (EC) 巴克莱卡Barclaycard (BC) 联邦卡/发达卡Federal Card 长城卡Great Wall Card
Useful Sentences
您想怎样付款，是现金还是信用卡？ How will you pay your bill, cash or credit card? 让我划印您的信用卡好吗？ May I take a print of the card, please? 您的账单由香港贸易公司支付。 Your bill will be paid by the Hong Kong Trade Company. 您有没有这些种类的信用卡？ Do you have any of these credit cards? 我们接受以下种类的信用卡…… We accept the following credit cards… 很抱歉，我们不接受个人支票。 I’m sorry, but we’re not allowed to accept personal checks.
入住酒店十大流程英文对话英语
入住酒店十大流程英文对话英语1. Check-in.Guest: Hello, I have a reservation for tonight.Receptionist: Welcome! May I have your name, please?Guest: It's [guest name].Receptionist: Thank you, Mr./Ms. [guest name]. Let me just confirm your reservation. One moment, please.2. Verification of Identification and Credit Card.Receptionist: Yes, Mr./Ms. [guest name], your reservation is confirmed. Could I please see your photo ID and credit card?Guest: Sure, here you go.Receptionist: Thank you. I just need to verify the information and authorize your credit card for the room and any incidentals.3. Room Selection and Key Issuance.Receptionist: We have assigned you to room [room number]. It's a [room type] room with [view]. Would youlike to upgrade to a different room category?Guest: No, that's fine.Receptionist: Okay. Here is your room key. Please keep it with you at all times.4. Explanation of Hotel Facilities and Amenities.Receptionist: The restaurant is located on the [floor number] floor. The pool and gym are located on the [floor number] floor. If you need anything during your stay, please don't hesitate to contact us.5. Parking Information.Guest: Where can I park my car?Receptionist: We have a complimentary valet parking service. Just pull up to the front of the hotel and a valet will take care of your car.6. Wi-Fi and Internet Access.Guest: Do you have Wi-Fi?Receptionist: Yes, we do. The Wi-Fi password is [password].7. Restaurant Recommendations.Guest: Can you recommend any good restaurants nearby?Receptionist: There are several great restaurantswithin walking distance. I recommend [restaurant name] for [cuisine type].8. Check-out Time and Late Check-out.Receptionist: Your check-out time is at [check-out time]. If you would like to request a late check-out, please let us know in advance.9. Guest Concerns and Requests.Guest: I'm allergic to peanuts. Can you make sure my room is peanut-free?Receptionist: Absolutely. I will make a note on your reservation and inform our housekeeping staff.10. Feedback and Thank You.Receptionist: Is there anything else I can assist you with today?Guest: No, that's all. Thank you for your help.Receptionist: You're welcome. Have a wonderful stay!。
入住酒店十大流程英文对话
入住酒店十大流程英文对话Check-in Process at a HotelGuest: Good evening, I would like to check in.Receptionist: Good evening, welcome to our hotel. Do you have a reservation?Guest: Yes, under the name of John Smith.Receptionist: Great, let me just pull up your reservation. Can I have your ID and a credit card for incidentals please?Guest: Sure, here you go.Receptionist: Thank you. It looks like you have booked a deluxe room for two nights. Is that correct?Guest: Yes, that's correct.Receptionist: Perfect. I just need you to fill out this registration form with your personal information and contact details.Guest: Alright, here you go.Receptionist: Thank you. Your room key will be ready in just a moment. Would you like any assistance with your luggage?Guest: No, thank you. I can manage on my own.Receptionist: Alright. Here is your room key. Your room is located on the 5th floor. The elevators are to your left. Enjoy your stay!Guest: Thank you, have a good evening.---Guest: Hi, I'm checking out this morning.Receptionist: Good morning. Did you enjoy your stay with us?Guest: Yes, everything was great, thank you.Receptionist: I'm glad to hear that. Can I have your room key please?Guest: Sure, here it is.Receptionist: Great. Just give me a moment to check your room for any incidentals or damages.Guest: Of course, take your time.Receptionist: Everything looks good. I will go ahead and process your payment. Would you like a printed copy of your bill?Guest: No, you can just email it to me, please.Receptionist: Alright, I will do that. Thank you for staying with us. We hope to see you again soon.Guest: Thank you, have a good day.---Guest: Hi, I have a question about my bill.Receptionist: Of course, what can I help you with?Guest: I noticed there is a charge on my bill that I didn't make. It says mini bar charges, but I didn't consume anything from the mini bar.Receptionist: I apologize for the mistake. Let me check the records and see if we can resolve this issue.Guest: Thank you.Receptionist: It looks like there was a mix-up with the room numbers. I will go ahead and remove that charge from your bill. I'm sorry for the inconvenience.Guest: That's okay. Thank you for taking care of it.Receptionist: You're welcome. Is there anything else I can help you with?Guest: No, that's all. I appreciate your help.Receptionist: It was my pleasure. Have a safe journey home.。
BBH In Room Check in SOP
请参照SHOW ROOM标准流程
“王小姐，还有什么需要帮助的吗？”
Is there anything I can do for you, Miss Wang?
“王小姐，我的名字是（双手递上名片）稍后给您送上我们的欢迎茶如果您需要任何帮助请随时和我联系，祝您入住愉快。”
My name is XXX, please do not hesitate to contact us if you need any assistance. Welcome tea will be offered later,
How was your trip?
The weather today XXX.
-带客人到达房间后，让客人先入座.
“请坐，王小姐，请您出示身份证/护照登记一下好吗？谢谢！”
Take a seat please!
Miss Wang, May I have your ID/Passport please?
Your room rate including one complimentary breakfast. you can enjoy it at bayside restaurant at 6:30AM-10:00AM
-用手指示房号和房费
-请客人在入住登记表上签名（IPAD）
-询问客人如何支付押金
Enjoy your stay!
“Your room is ready, I will do the In-room Check in
For you. ”
-无预定(Walk-in Guest)
“早上好/下午好/晚上好，欢迎光临蓝汐精品酒店。”
“Good morning/afternoon/evening, Welcome to Bay Breeze Shenzhen.”
How to check out a guest
6. Check if the guest has reserved a departure limousine transfer. If no, offer the limousine service
“May we arrange you a departure limousine transfer?” (only offer this if the guest has not booked a departure limousine transfer) “I can organise a limousine for you. The charge will be HK$690.00, and we will add it to your room bill.” If Yes, say: “Please allow me to arrange a limousine for you.” If No, say: “Certainly , Ms Chow.”
11. Sign the credit card slip
“Could you kindly sign in the box.” “May I place the receipt with the bill?”
If Yes, place the receipt with the bill
12. Fold the bill
Acknowledge the guest, “Sir/Madam, one moment please. I will be with you shortly.” or See if there is another colleague available to assist, say: “Sir/Madam, my colleague Juvon will be able to assist you.”
饭店情景英语-无预定客人的入住接待
课 程 标 准 ---
学生能用英语熟练地完成
无预订客人的入住登记，
熟悉接待程序，
掌握住宿登记的规范用语。
Check in
教材分析
教学目标---以就业为导向
办理无预订客人入住 接待的英语口语技能
英语接待要点 英语接待用语
能力
知识
态度
礼貌微笑 优质服务
Check in
教 学重难点
教材分析
◎ 教学重点
掌握 无预定客人
的接待用语。 英语接待用语
Check in
小组合作法
学法分析
● 接受任务
--任务的选择 --角色的分配
不同英语水平学生 语言能力的互相促进 培养合作学习能力
● 准备任务
--对话的准备（口头、书面）
--不同接待方式的接待用语
--对话的交流（语音、语调、语气）
Check in
情景角色扮演法
Call and confirm the room
Arrange a taxi for him
Say goodbye
接待用语
if there is a room available（有房提供）
Good morning, may I help you? Have you made a reservation? How many people do you have, please?
Thank you. And would you mind filling in the registration form?
2-2 Receiving a walk-in guest
现代服务部 齐小凤
Nov 7, 2008
Check in
酒店接待外宾流程英文流程
酒店接待外宾流程英文流程Hotel Reception Process for Foreign Guests.Upon the arrival of foreign guests at the hotel, it is crucial to ensure a smooth and welcoming reception process. Here is a detailed outline of the hotel reception process for foreign guests:1. Greeting and Welcome:As soon as the foreign guests arrive at the hotel, the receptionist should greet them warmly with a smile and a friendly welcome. It is important to make the guests feel welcome and comfortable from the moment they step into the hotel.2. Checking In:After greeting the guests, the receptionist should assist the guests with the check-in process. This involvescollecting the guests' personal information, such as their names, room preferences, and any special requests they may have. The receptionist should also provide the guests with their room keys and any other necessary information about the hotel, such as the location of facilities and services.3. Orientation:After checking in, the receptionist should provide the guests with a brief orientation of the hotel and its facilities. This includes information about the location of the restaurant, gym, swimming pool, and any other amenities the hotel offers. It is also important to inform the guests about the hotel's policies and regulations, such as check-out time and any prohibited items.4. Communication:Throughout the reception process, it is essential to communicate effectively with the guests. The receptionist should speak clearly and slowly to ensure that the guests understand the information being provided. If the guestshave any questions or concerns, the receptionist should address them promptly and provide solutions.5. Language Assistance:If the guests speak a different language, the receptionist should make every effort to communicate with them in their preferred language. If the receptionist is not fluent in the guest's language, they should seek assistance from a translator or a multilingual staff member to ensure smooth communication.6. Accommodating Special Requests:If the guests have any special requests, such as a specific room type, a higher floor, or a room with a particular view, the receptionist should do their best to accommodate them. If the requests cannot be fulfilled, the receptionist should explain the reasons and offer alternative solutions.7. Introducing Hotel Services:The receptionist should also introduce the hotel's services and amenities to the guests. This includes information about the hotel's restaurant, bar, spa, and any other services that may be of interest to the guests. The receptionist should also provide details about the hotel's events and activities, such as cultural programs or local tours.8. Providing Contact Information:Before the guests depart, the receptionist should provide them with the hotel's contact information,including the phone number, email address, and any social media platforms the hotel may have. This information can be provided in a printed form or via a digital device, depending on the guest's preference.9. Following Up:After the guests have checked in, the receptionist should follow up with them to ensure that they are settledin and have any questions or concerns addressed. This can be done via phone, email, or in person, depending on the guest's preference.10. Saying Goodbye:When the guests are ready to depart, the receptionist should bid them farewell and thank them for choosing to stay at the hotel. It is also important to provide the guests with any necessary information they may need for their departure, such as transportation options or directions to their next destination.Overall, the hotel reception process for foreign guests should be designed to provide a warm, friendly, andefficient experience. By following these guidelines, hotels can ensure that their foreign guests feel welcome and have a pleasant stay.。
入住酒店流程英语对话
入住酒店流程英语对话Guest: Good afternoon. I have a reservation under the name of Smith.Front Desk Agent: Welcome, Mr. Smith. Let me justverify your reservation. (The agent checks the computer.) Yes, here it is. You have a reservation for two nights in a king room.Guest: That's correct.Front Desk Agent: Your room is 305. Let me go over the amenities in the room. You have a mini-fridge, a coffee maker, a hairdryer, and a flat-screen TV. There is also complimentary Wi-Fi throughout the hotel.Guest: Thank you.Front Desk Agent: You're welcome. Here is your key card. The elevators are just down the hall to your left.Guest: Great. Thank you again.Front Desk Agent: You're welcome. Enjoy your stay!The guest walks to the elevators and takes the elevator to the third floor. He finds his room and inserts the key card into the door. He opens the door and steps inside.The room is a king room with a large bed, a desk, a chair, and a dresser. There is a window that looks out over the city.The guest puts his bags down on the bed and looks around the room. He is pleased with the room and the amenities.The guest decides to take a shower. He goes into the bathroom and turns on the water. The water is hot and the shower is spacious.After his shower, the guest gets dressed and goes downto the lobby. He wants to get some coffee in the cafe.The guest walks into the cafe and orders a coffee. He sits down at a table and looks around.The cafe is small and cozy. There are a few other guests sitting at tables, reading newspapers or working on their laptops.The guest enjoys his coffee and then goes back up to his room. He spends the rest of the day exploring the city.The next morning, the guest goes down to the breakfast buffet. The buffet is large and there is a wide variety of food to choose from.The guest fills a plate with food and sits down at a table. He enjoys his breakfast and then goes back up to his room.The guest checks out of the hotel that afternoon. He goes to the front desk and hands the key card to the agent.Front Desk Agent: Thank you for staying with us, Mr. Smith. I hope you enjoyed your stay.Guest: I did. Thank you.Front Desk Agent: Have a safe trip home.The guest leaves the hotel and gets into his car. He drives away and heads home.。
在国外参展或者拜访客户你知道如何打听如何乘车去目的地吗
在国外参展或者拜访客户你知道如何打听如何乘车去目的地吗在出国旅行乘公交车如何问路的对话模板1：A: Excuse me, but could you tell me if this bus goes to the National Museum?请问这趟车是否到国家博物馆？B: No. it doesn't, There's no direct bus to the National Musem.madam.不到，这儿没有到国家博物馆的直达车，夫人。
A:Where do I have to change then?那我到哪儿换车？B.You can transfer at Smith Street..你可以在史密斯街换车。
A:How far is it?还有多远？B: Well, it's only five stops from here.离这儿就5站地。
A:I see. Thanks a lot, What's the fare, please?我知道了，非常感谢，请问车票多少钱？B:One dollar, Drop it into the box here, please.一美元，放入箱子里。
A: OK, That's right.好的，放进去了。
B:Stand back from the door. please, There are a lot of seats in the rear.请勿靠近车门，后面有很多座位。
A:Yes, Thank you very much.好的，非常感谢。
在出国旅行称公交车如何问路的对话模板2：A: Excuse me, Could you tell me which bus I should take togo to the railway station?打扰一下，请问我该乘那辆车到火车站？B:I think you'd better take the No.16 bus, It can take you right there.我想你最好乘16路车，它正好到那儿。
酒店英语unit-11-greeting-the-guest分析
S: No, we have just arrived.
J: We are rather busy at the moment. I’m afraid you will have to
wait for a while.
S: How long will it be?
J: There will be half an hour wait or so. Would you care to have a
available.”(您大概还需要等待15分钟｡)等到有空位了,就立即 引客人入座“We are sorry for the delay.”(很抱歉耽搁了您的时 间｡)或者“Thank you for waiting.”(让您久等了｡)
7
Hot Tip
实用知识
Food and Beverage Manager Chinese Restaurant Manager Catering/Banquet Manager Restaurant Supervisor headwaiter reservationist waiter waitress
S: Thank you.
J: After you... How would this room suit you?
S: It’s a nice cozy room. Yes, that will do.
J: Be seated, please... Here’s a cup of tea for you. 15
好，欢迎来到我们餐厅。”并询问客人是否有预订。4
■ The waiter/waitress greets the guests, pulls the chairs out for the guests, unfolds napkins and puts them on their laps. 服务生跟客人问候，为客人拉开桌子，摊开餐巾，放在 客人膝盖上。
酒店前台常用基础英文汇总
年后即将迎来入职顶峰期，如何让新来的小伙伴快速上手也是酒店各部门培训员的重要任务，今日分享酒店前台常用根底英文。
词汇Vocabulary前台Receptio n/Front Desk预订处Reservatio n经理Man ager主管Director大堂副理Assista nt Man ager宾客关系主任GRO Guest Relation Officer总台接待员Receptio nist话务员/接线员Operator行李员Bellboy效劳员Waiter/ Waitress楼层效劳员Chambermaid/ Floor Atte ndant大堂Lobby卫生间base Room / Washroom /Restroom 表格Form登记Registration /Register /Check-In接待Receive登记单Registratio n Form性别Gender到达日期Date of Arrival / Arrival Date离店日期Date of Departure / Departure Date 公司名称Company Name职业Occupation有效期限Date of Validity入境口岸Entry Port拟住天数Length of Stay加床Extra Bed / Rollaway Bed延长退房/ 继住Extension of Stay换房Room Change/ Change Room预订单Reservation Record预订记录Reservation Record等候名单Waiting List到达/ 到客名单Arrival List抵店时间/ 日期Arrival Time / Date离店时间/ 日期Departure Time/ Date预计抵达时间/E.T.A Estimated Time of Arrival预计离达时间/E.T.D Estimated Time of Departure欢送卡Welcome Card住房率/ 出租率Occupancy Rate超额预订Overbook每日客情预报表Rooms Forecast Daily Report客史档案Guest History金卡会员Gold Club Member用正楷书写In Block Letters / In Print / In Capital Letters 出生日期Date of Birth详细家庭地址Full Home Address入境签证号Entry Permit Number旺季High Season淡季Low Season空房/VACVacant Room待修房/OOO Out of Order住客房/OCC Occupied Room酒店自用房/HU Hotel Use重锁房/DLDouble Locked脏房/ 走客房VD Vacant Dirty请勿打搅/DND Do Not Disturb贵宾/VIP Very Important Person外宿/OOT Out of Town入住/C /ICheck in退房/C /OCheck Out有预未订入住No-Show散客Walk In Guest团体预订Group Reservation等候排房名单Waiting List接机效劳Pick-Up Service / Limousine Service行李Baggage / Luggage行李存放Leave/ Deposit/ Store /Check Baggage 雨伞Umbrella叫早效劳Morning Call贵重物品Valuables易碎物品Fragile Objects手提箱/ 衣箱Suitcase身份证I.D Card / Identity Card护照Passport签证Visa入境签证Entry Visa出入境管理Entry and Exit Control团体签证Group Visa回乡证Return Home Card台胞证Taiwan Compatriots Card居留证Residence Permit国籍Nationality填写Fill in签名Signature全称Full Name姓Surname名First Name曾用名Former Name闭路电视Closed Circuit Television卫星电视Satellite Television音响/ 高保真Hi-Fi - High Fidelity旅行社Travel Service / Travel Agency导游Tour Guide海外领队Overseas Escort旅行团〔队〕领队Tour Director/ Leader团队分房名单Rooming List外国零散客人F.IT. Foreign Independent Traveler长住客人Long Stay Guest常客Regular Guest / Familiar Guest / Frequent Guest 回头客Repeat Guest旅行团Tour Group口讯Message投诉Complaint / Complain处理投诉Handle / Settle Complaint抱歉Apology / Apologize标准价/ 原价/ 门市价/ 散客价Rack Rate团队价Group Rate优惠价Commercial Rate合同价Contract Rate折扣价Discount Rate取消Cancellation / Cancel确认Confirmation / Confirm确认预订Confirmed Reservation / Booking 保证预订Guaranteed Booking更改Change延长Extension /Extent / Prolong延迟Delay票券Voucher / Ticket / Coupon自助早餐〔券〕Buffet Breakfast(Voucher)自助晚餐〔券〕Buffet Dinner(Voucher)中式点心Chinese Refreshment套房Suite标准房Standard Room单人房Single Room / Single双人房Double Room / Double带淋浴的双人房Twin Beds with Shower商务套房Business Suite豪华套房Deluxe Suite总统套房Presidential Suite客房设施Room Facilities单人床Twin-Size Bed双人床Double-Size Bed大号双人床Queen-Size Bed特大号双人床King-Size Bed加床Extra Bed / Rollaway Bed / Foldaway Bed 空调Air-Conditioner中央空调系统Central Air Conditioning System温度调节器Temperature Adjuster宽阔Spacious舒适Comfortable / Cozy保险箱Safe Box小酒吧/ 小冰箱Mini-Bar洗衣效劳Laundry Service快洗Express Laundry Service普通洗Ordinary/ Normal Laundry Service 机Fax Machine / Facsimile Machine彩色打印机Color Printer激光打印机Laser Printer电脑Computer扫描仪Scanner录相机投影仪幻灯机碎纸机首页圆珠笔日历白板笔笔记本信纸信封邮票邮政编码报纸杂志快递效劳文件夹〔夹子〕文件夹〔合页〕文件夹〔垫板/ 写字板〕扣钉文件夹文件袋尺子Video Recorder Overhead Projector Slide ProjectorPaper ScraperCover Sheet Ballpoint Pen CalendarMarkerNotebookWriting Paper EnvelopeStampZip Code Newspaper MagazineExpress Mail Service ClipFolderClipboard / Arch board Fastener BinderFile / / Clear Bag Ruler小刀Knife剪刀Scissors橡皮擦Eraser回形针Paper Clips大头针Pin胶水Glue印台Stamp Pad打孔器Punch / Paper Punch计算器Calculator电脑Computer显示器Video Monitor键盘Key Board鼠标Mouse机Telephone Set号码Telephone Number外线Outside Call内线House Call分机Extension号码薄/ 索引Telephone Directory国内长途直拔DDD Domestic Direct Dialing国际长途直拔IDD International Direct Dialing 打长途Make A Long Distance Call市内/ 本地Local CallIP I.P. Call国际长途International Call转接Transfer Call紧急/ 加急Urgent Call无人接听No Answer国家/ 地区代码Country Code / Region Code地区代码Area Code号簿Telephone Directory黄页Yellow Pages占线Engaged/Busy效劳费Service Charge八折Twenty Percent Discount手机/ 移动Mobile充电器Charger沙发Sofa椅子Chair商务洽谈室Business Meeting Room书架Bookshelf委托代办效劳Miscellaneous Service For The Guest 代印名片Namecard-Printing Service地图Map烟灰缸Ashtray垃圾筒Trash Bin / Waste Basket插座Socket插头Plug/Adapter鲜花店Flower Shop鲜花Fresh Flower花蓝Floral Basket/A Basket Of Flowers 盆景Miniature航班号码Flight Number时刻表Timetable不定期机票Open Ticket直达航班Direct Flight包机Charter Flight正常/ 定期航班Regular Flight免费托运行李重量Free Baggage Allowance头等舱First Class商务舱Business Class经济舱Economy Class单程机票Single Ticket/One Way Ticket双程机票Return Ticket/Round Trip Ticket确认/ 再确认Confirm/Reconfirm旅程/ 行程Journey/Trip纪念品Souvenir手推车Trolley/Cart走廊Corridor/Passage/Passageway邮件Mail分发Delivery/Distribute包裹Parcel/Package方便/便利Convenien ce/C onvenient不便/麻烦Inconvenience/lnconvenient通知Inform提醒Remi nd赠偿Compe nsati on/lndemn ity损坏/损毁Damage语句Sentence预订reservations1、Good evening, XX Hotel, Reception, how may I help you? / What can Ido for you? 晚上好，XX酒店，总台，需要帮助吗?2、What kind of room would you like to book?您要什么样的房间呢？3、We have sin gle rooms ,double rooms, bus in ess, deluxe suites and a preside ntial suite. 我们有单人房、双人房、商务套房、豪华套房和总统套房。
酒店英语口语附字幕 Unit1：check in
酒店英语口语附字幕 Unit1：check in [00：00.00]Lesson One Guest Comes to Register[00：30.71]第一课请客人登记[01：01.41]G：Hi,I'm here to check in.[01：03.29]旅客：你好,我来登记入住。
[01：05.18]R：You must be rson.[01：07.46]登记员：你一定是Larson先生吧。
[01：09.75]G：Yes,that's right.[01：11.33]旅客：是的，没错。
[01：12.91]R：Welcome to Tianjin International Building.[01：15.18]登记员：欢迎你住进天津国际大厦。
[01：17.45]Would you please fill out this registration form?[01：19.74]请你填一下这份登记表好吗？[01：22.02]R：Thank you ...Excuse me,sir.You forgot tofill in your visa number.[01：25.30]登记员：谢谢你.......对不起，先生，你忘记填写签证号码了。
[01：28.58]G：Did I?Let me see that...Oh,sorry...Here you are.[01：32.76]旅客：是吗？让我看看...... 喔，对不起...给你。
[01：36.94]R：And would you sign here,please? Thank you.[01：39.67]登记员：先生,请你在这里签一下字，谢谢，[01：42.40]May I see your passport,please ...Thank you.[01：45.48]我能看一下你的护照吗？......谢谢。
[01：48.56]Would you mind leaving your passport here for an hour or so?[01：51.24]您介不介意把您的护照放在这儿一小时左右？[01：53.92]We must/have to make a copy of your passport and visa for our records.[01：56.85]我们需要复印一份保留。
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工序:
How to check in a walk inGuest
如何为没有预订的客人办理入住
Job Title:
职位:
GuestService Officer
宾客服务员
Step 1
第一步
Greet the Guest
欢迎客人
Greet theGuestusing the appropriate time of day.
Locate the reservation by using the “Guest in house” function in OPERA
通过OPERA中的Guest in house”查找预订
Step12
第十二步
Confidentiality
机密性
Guestroom rate, room numbers, personal information shall be treated with high confidentiality.
客人的房费，房号，私人信息应被视为高度机密。
Never provideGuest’s room number or personal information to anyone.
客人的房号，私人信息不能提供给任何人。
Step13
第十三步
Assistance with luggage
行李服务
Assistance should be offered before presenting the room key to theGuest.
微笑并祝客人入住愉快
“Mr./Ms.xxx, is there anything else I can helpyou with?”
“Enjoy your stay!”
“XXX先生/小姐，请问还有什么可以帮到您？”
“祝您入住愉快。”
Step4
第四步
Sell room /Confirm Availability
卖房/确认空房
Offerroom types
确认房型
Show room’s photograph
提供房间图片
Quote room rate
报房价
“Sir /Madam, we haveGrand roomsavailableatXXXX RMB per night + 15% service charge.
“XXX先生/小姐,请问您有行李在楼下吗？请提供您的行李牌，谢谢!”
Step14
第十四步
Present the roomkey to Guest
客户服务专员递交房卡给客人
Guestis only presented withroom key of a Vacant Inspected Room that has been checked in.
“XXX先生/女士,我能知道您是如何付款的吗?”
Step10
第十步
Calculate the deposit needed计算押金
Amount of deposit should be obtained by formula (room rateincluding service chargex number of nights + 500RMB per night).
“早上好/下午好/晚上好，先生/女士，请问有什么可以帮到您？”
Step 2
第二步
Determine Guest needs
确认客人的需要
Listening toGuestrequests
倾听客人要求
Determine room nights
确认入住的天数
Step3
第三步
Check Availability
“先生/小姐，这是您的房卡，您的房号是…….”
Step15
第十五步
Guest to departfrom the desk
客人离开前台
AskGuestif you can assist her/ himwith anything else.
询问客人是否需要其它服务。
Wishthe Guesta pleasant stay and leavetheGuestwith a smile on your face.
准确的问候客人
Smile and act inafriendly manner.
微笑及热情友善的态度
Maintain eye contact
保持目光接触
Use the Guest’s name if known
尽量称呼客人的名字
Speakslowly &clearly
口齿清晰，语速适中
“Good Morning /Afternoon /Evening, Sir/Madam, May I help you?”
给客人的一定是被检查完毕的空房
Do not announce the room numberverbally; only indicate on the keypack.
在房卡套上指出房号给客人代替口头说出。
“Mr/Mrs XXX, here is your room key. This is your room number.”
订房来源代码(“W”代表没预订入住)
POV(Purpose of Visit)
旅行目的
Payment details
付款方式heregistrationcard
呈递入住登记卡
Print the registration card
打印客人入住登记卡
Present the registration card to the Guest on a folder
询问客人是否需要送机服务
See task breakdown “How to arrangetransportation for a in house Guest”
请参照“如何安排为客人送机服务”工序分析
“Would you require a hotel limousineupon your departure?”
“XXX先生/小姐，请问可以出示一下您的证件吗”
Step6
第六步
Enter reservation details into Opera
在Opera中输入预订
Full name
客人全名
Check in/check out dates
入住期限
Room type
房间类型
Rate code
房价代码
Source code (always “W” for walk in)
押金公式：房费*入住天数+RMB500一天的杂费
Step11
第十一步
Check in the reservation
在Opera系统中登记入住
Refer to Opera training on how to check in a reservation
请参照Opera操作培训中如何在系统中登记入住
“XXXX先生/小姐，我们现在有标准间，价格是XXXX元加15%的服务费”
“For an additional RMB400 per night, you may enjoy our Grand Club room, which includes complimentary continental breakfast, all day refreshments and evening cocktails.”
在登记表上圈出房费，与客人当面确认，不要读出来
See task breakdown: “How to complete a registration card”
请参照“如何填写登记卡”工序分析
Ask theGuestto sign on theregistrationcard
需要客人在入住登记表上签字确认
查询可卖房
“Welcome toShenzhenair International HotelSir/Madam. Have you stayed with us before? Let mecheck what rooms are available?”
“先生/小姐，欢迎光临深航国际酒店，请问您之前有在我们酒店住过吗？我为您查找一下房间？”
将客人入住登记卡放入登记夹中拿给客人
Reconfirm date of departure by circling in front of Guest
在登记表上当客人圈出离店日期，与客人当面再次确认
Reconfirm theroomrate by circling in front of Guest, without verbally announcing
“您只要在这个基础上每晚加多400元就可以升级到嘉宾轩楼层的房间了，它包括免费的欧陆式早餐，全天茶点供应以及傍晚的鸡尾酒。”
Step5
第五步
Start check in process
开始办理入住
Mr/Ms. XXX, may I have your passport for registration please?”
“This your room rate and your departure date.”
“这是您的房费和离店日期.”
Step8
第八步
Offertransportation
提供送机服务
Ask if Guest would require a hotel limousine upon departure
旅行社预订单
Follow the Hotel Credit policy when receiving deposits and taking Credit Card Authorizations