前台服务步骤规定用语(英文版)

Receptionist Service Procedures and Terms
Check-In procedures
一、Smile and Greeting
Good morning /afternoon/evening, Sir/Madam! Welcome to St. Merry Hotel. How may I help you?
二、Ask whether have a reservation
Do you have a reservation? / May I have yourconfirmation letter?
三、Find the reservation
Sir/Madam, may I know your reservation is booked by whose / which company?
四、Check the reservation information
Let me check your reservation, Mr./Ms. xx , you have booked a ….. roomfor..… days, Is that correct?(we can confirm the Company name if booked through Company,we can confirm the room rate if it’s not confidential, we also need confirm the special request with guest such as no smoking ,extra bed,etc)
五、Collect ID/Passport
1、May I have your ID card /passport (for registration),please?
六、PSB、C/I system processing
Use guest’s last name,Mr./Ms.xx,please wait a moment.
七、Double Check information
Mr./Ms. xx, here is your Registration card, your room no is.., room rate is..,andyourdeparture date will be on …,may I have your signature here,thank you.
八、CollectDeposit
Mr./Ms. xx, According to your reservation, the deposit is RMBXXX? You would like to pay it by cash or credit card?
If guest pay by credit card, ask guest for his / her credit card “May I have your credit card, please”
九、Issue Key card and return credit card,ID/passport, deposit voucher(if guest pay by cash) back toguest
Mr./Ms.xx,here is your passport,credit card and key card,your room is on …floor. Please retrieve your deposit by return this Deposit Voucher while checking out (if guest pay by cash).Our colleague will show you to your room.
十、Wish
Mr. /Ms. xx, please let us know if there is anything else we can do for you.It is our pleasure to serve you and hope youenjoy your stay with us. This way to the lift, please.
C/O procedures
一、Greeting
Good morning/afternoon/evening, Sir/Madam, how may I help you?
(If the guest want to C/O, ask ) Is there any other guest or luggage in your room？
二、Inform HSKP and Ask consumption
Mr./Ms. xx,do you have any consumptionfor theMini-bar?
三、Confirm the bill
Mr./Ms. xx,here is your bill, please check …, and may i have your signature here, please.
四、Payment
Mr./Ms.xx,How would you like to settle yourbill,by cash orcredit card?
五、Bill and invoice
Mr./Ms. Do you need a copy of your room bill / a receipt (fapiao)?May I have the title of your receipt?
六、Offer help
Mr./Ms. xx,Have you check the safety box of your room is empty ? Is there anything else can I help you?
七、Farewell
Mr./Ms.xx, thank you for staying with us,we look forward to welcomingyou next time. Wish you have a pleasant journey.。