酒店接机服务标准操作(中英版)

最完整的中英文酒店服务指南（上）

最完整的中英文酒店服务指南（上）大堂服务GRAND LOBBY SERVICES1．大堂副理 Assistant Manager TEL 8000位于酒店大堂内，24小时为您提供服务。

The Assistant Manager in the lobby will beat your service at any time.2．问讯∕留言Information ∕ Message TEL 8000如您离开酒店而需与来人或来电联系时，请把您的去处及留言告之总服务台。

You can tell our Information Desk the place to go if you want to be intouch with telephone message or visitors when you are out.3．预订∕接待Reservation ∕ Reception TEL 8001酒店接待处24小时为您提供预订客房、住宿登记等服务。

The Front Desk will provide you with the service of reservation andregistration any time.4．收银∕结账 Cashier TEL 8002位于大堂总服务台，24小时为您提供住宿期间的房费、餐费及其他费用的结算服务。

It’s located at the Front Desk in the lobby. We will provide the 24-hourcheck-out service of your fees during your stay.5．外币兑换 Foreign Currency Exchange TEL 8002位于总服务台收银处，为您提供18小时外币兑换服务。

服务时间：06：00- 24：00It’s located at the Cashier desk. We will also provide the service ofexchanging foreign currency.Service Hours：06：00am-12：00pm6．信用卡 Credit Card TEL 8002欢迎您在酒店使用以下信用卡：银联系列卡、长城卡、牡丹卡、建行龙卡、金穗卡、维萨卡、万事达卡、运通卡、大莱卡、JCB卡。

前台电话接听(中英文)

前台电话如何接听1．接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。

例如：“Hello, this is Information Desk.” 您好，这里是问询处。

“Information Desk speaking. May I help you?” 问询处，请问您要服务吗?2．打错电话时如果是外线打错时，可以回答：I am afraid you have the wrong number. 不好意思，您打错电话了。

This is the LI JIA Hotel, 2234-1156. 这里是丽嘉酒店，电话是2234-1156。

如果是总线转错内线时，可以回答：This is Room Reservation s. I’ll transfer your call to Restaurant Reservations. 这里是客房预约处，我帮您转接到餐厅预约柜台。

I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could youdial 2234- 1156, please. 不好意思，这是直接电话。

我们无法为您转接中式餐厅。

请您改拨2234-1156 好吗？3．当负责的工作人员不在时I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. 不好意思，林先生现在外出。

他应该会在下午5点左右回来。

I am afraid Mr.Hao is on another line. Could you hold the line, please? 不好意思，郝先生正在讲电话。

请您在线上稍侯好吗？I’ll tell him to call you back when he returns. 他回来时，我会请他回电。

(完整版)酒店接机服务标准操作(中英版)

酒店接机服务标准操作规程G UEST E XPECTATION 客人期望:I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner.我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。

Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要？Answers回答:1.Saves me time. 为我节约时间。

2.Since I am the first hotel employee met by our guest, I will leave thefirst very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。

3.I want to demonstrate our professionalism. 我要展现我们的职业道德。

I am able to offer service that starts at the very beginning with the guest’sarrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。

Summary questions问题小结:1. What should the Airport Representative be equipped with daily?机场代表应该每天带上什么东西？2. How should the Airport Representative meet the guest at theairport arrival exit? 在机场出口站，机场代表应该如何接待客人？3. Why is the impression, which the Airport Representative leavesso important? 为什么为什么机场代表要给客人留下的印象很重要？4. What do I need to do when the guest is in the car? 当客人进入轿车时，我要做些什么？5. Why should the Airport Representative inform the Concierge ofthe guest’s likely arrival time? 为什么机场代表应该告知礼宾部客人可能到达的时间？How should lost luggage be handled? 如何处理丢失的行李？。

酒店接待服务、行李服务流程英语

酒店接待服务、行李服务流程英语Hotel Reception Service and Luggage Handling ProcessIntroductionAs an essential part of the hospitality industry, hotel reception service and luggage handling play a crucial role in providing guests with a seamless and comfortable experience during their stay. This document will outline the standard procedures for hotel reception service and luggage handling, ensuring that guests feel welcomed and valued from the moment they arrive at the hotel.Hotel Reception Service Process1. Greeting and Check-InUpon arrival at the hotel, guests should be warmly greeted by the reception staff. A friendly smile and a welcoming attitude are essential to creating a positive first impression. The receptionist should inquire about the guest's reservation and request identification for check-in. Any special requests or preferences should be noted and accommodated to the best of the hotel's ability.2. Room AssignmentAfter completing the check-in process, the receptionist will assign a room to the guest based on their reservation and room availability. The room key should be provided along with directions to the room and any additional information about hotel amenities or services.3. Payment and RegistrationThe receptionist will request payment for the room and any additional charges that may apply, such as meals, parking, or other services. The guest will be asked to sign a registration form agreeing to the terms and conditions of their stay. Receipts should be provided promptly, and any questions or concerns addressed promptly.4. Information and AssistanceThroughout the guest's stay, the reception staff should be available to answer questions, provide information about hotel facilities, and assist with any requests or issues that may arise. This may include arranging transportation, making restaurant reservations, or helping with directions to local attractions.Luggage Handling Process1. Luggage CollectionUpon arrival at the hotel, guests may arrive with luggage that needs to be transported to their room. The hotel should provide a designated area for guests to drop off their luggage, where it will be tagged with the guest's name and room number for identification.2. Luggage DeliveryOnce the guest has checked in and their room assignment is confirmed, the luggage should be transported to the guest's room promptly. The bell staff should handle the luggage with care, ensuring that it is delivered safely and in good condition.3. Luggage StorageIf a guest arrives before their check-in time or needs to leave their luggage after check-out, the hotel should offer luggage storage services. Luggage should be securely stored in a designated area and retrieved by the guest when needed.4. Concierge ServicesThe hotel's concierge staff should be available to assist guests with luggage handling, including arranging for transportation, booking tours or activities, and providing recommendations for dining or entertainment options. Theconcierge can also provide information about local attractions and help with any special requests or arrangements.ConclusionEffective hotel reception service and luggage handling are essential for creating a positive guest experience and ensuring that guests feel welcomed and valued during their stay. By following the standard procedures outlined in this document, hotels can provide exceptional service that exceeds guests' expectations and encourages them to return in the future.。

接机（旅游服务礼仪情景剧本中英文）

接机（旅游服务礼仪情景剧本中英文）在机场大厅里，于红(Y)，中国旅行社北京分社的导游正在等待来自美国的游客斯图尔特先生(S)。

Y：打扰了，请问您是美国来的斯图尔特先生吗？S：是的。

Y：我是中国旅行社的导游于红。

见到你很高兴。

S：我也是。

谢谢您来接我。

Y：不用谢。

希望你旅途愉快。

这真是一段漫长的飞行。

S：总的来说，它也是一次愉快的旅行。

Y：我想经过这么长时间的飞行您一定很疲劳，我已经在阳光旅店为您预定了房间，让我带您到房间休息。

S：谢谢，但是我已经把行李托运了。

Y：请把您的行李标签给我，我将到行李认领处帮您将他们取回来。

S：太好了。

译文：Meeting the Tourist Group at the AirportIn the airport lobby, Y uhong, a guide from China Travel Service, Beijing Branch, is meeting a tourist Mr. Stewart from the USA Y: Excuse me, but are you Mr. Stewart from the States?S: Why, yes.Y: I’m Y uhong, your tour guide from CTS. How do you do?S: How do you do? Thank you for coming to meet us.Y: My pleasure. Hope you had a good trip. It was quite a long flight.S: On the whole, it was a nice flight.Y: I suppos e you must be rather tired after the long flight. I’ve made a reservation for you at the Sun Hotel. Let me get youto the hotel to have a rest.S: Thank you. But I’ve my baggage checked.Y: Please give me your baggage tag. I will get them for you at the Baggage Claim.S: Great.。

酒店前台接机接待流程英语

酒店前台接机接待流程英语Airport Pickup Guest Reception Procedure.Pre-Arrival:Confirm the guest's arrival information (flight number, arrival time, number of guests).Check for any special requests or VIP status.Prepare welcome amenities and guest information pack.Arrival at the Airport:Greet the guest warmly upon their arrival at the airport.Identify yourself and the hotel you represent.Assist with luggage retrieval and ensure it is loadedonto the hotel's transportation.Transfer to the Hotel:Provide the guest with information about the hotel's location, amenities, and services.Engage in pleasant conversation to make the journey comfortable.Ensure the guest is satisfied with the transportation arrangement.Arrival at the Hotel:Welcome the guest to the hotel and thank them for choosing your establishment.Assist the guest with their luggage to the front desk.Greet the guest by name and confirm their identity.Check-In Process:Obtain the guest's identification and credit card for registration.Verify the guest's reservation and room availability.Process the check-in efficiently and accurately.Provide the guest with the room key and any necessary information cards.Guest Orientation:Provide a brief overview of the hotel's facilities, including restaurants, fitness center, and other amenities.Explain the hotel's safety and emergency procedures.Offer assistance with any special requests or needs.Escorting to the Room:Accompany the guest to their room and ensure they are satisfied with its condition.Explain the room's features and amenities.Answer any questions or provide additional information.Departure Preparation:Inquire about the guest's departure plans and offer assistance.Confirm checkout time and make arrangements forluggage storage or transportation.Thank the guest for their stay and invite them toreturn in the future.Additional Considerations:Be professional, courteous, and attentive throughoutthe interaction.Maintain eye contact and use clear and concise language.Offer personalized service tailored to the guest's individual needs.Handle any unexpected situations promptly and efficiently.Ensure that the guest leaves with a positive impression of the hotel and its staff.Sample Dialogue:Airport:"Good evening, Mr. Smith. Welcome to our city. I am Emily from the Grand Hotel. I will be assisting you with your arrival today."Transfer:"We have a comfortable limousine waiting for you outside. During our ride to the hotel, let me tell you a little bit about our amenities and services."Check-In:"Welcome back to the Grand Hotel, Mr. Smith. We have you booked in a spacious king room on the 10th floor with a stunning city view."Room Orientation:"Your room is equipped with a minibar, coffee maker, and a flat-screen TV. The bathroom features a marble bathtub and a separate shower."Departure:"Mr. Smith, your checkout is scheduled for tomorrow at 12 PM. We can arrange a taxi to the airport or store yourluggage until your departure."Final Farewell:"Thank you for staying with us, Mr. Smith. We hope you enjoyed your time and look forward to welcoming you again soon."。

酒店电话接听标准

标准电话用语Telephone Standard Phrases接听来电 Answering⇨三声之内迅速接听电话，声音清晰、礼貌。

All calls must be answered as soon as possible, within three rings, in a clear and courteous voice.⇨有固定分机的员工应自己接听电话。

Anyone with a designated extension should answer his/her own calls.⇨当无人守候的分机响起时，须使用“抢线”功能接听。

When an unattended telephone rings, the call pick up function must be used.接听自己的分机 Answering your line:⇨使用标准问候 (早上好/下午好/晚上好)Standard greeting (Good morning/Afternoon/Evening)⇨报上部门Give the name of your Department/Division⇨报上自己姓名Give your name⇨提供帮助：能为您效劳吗？Offer assistance: May I help you?例句：早上好！客房部。

我是王芳，能为您效劳吗？Good morning! Hskp. Andy speaking, May I help you?接听别人的分机 Answering someone else's line:⇨使用标准问候 (早上好/下午好/晚上好)Standard greeting (Good morning/Afternoon/Evening)⇨报上部门Identify the office or department⇨报上自己姓名Give your name⇨提供帮助Offer assistance例句：早上好！客房部。

接机服务英文版

Pick Up ServiceProcess:.The concierge collates some related information about pick up service, such as the flight number, the arrival time, the way to contact with guests, etc. Then, to make pick-up cards with detailed information. Meanwhile, to confirm the flight arrival time before two hours that the flight arrives..The driver gets the key from t he Assistant Manager and makes a registration..The concierge contacts with the airport representative or airport information office to know the exact arrival time of the flight. Then to drive to the airport in time..After arriving at the airport, the concierge observes the specific flight arrival time in the screen of the waiting hall; stands in the corresponding place to wait for guests with holding pick-up card..After connecting to guests, to greet to guests and help them to confirm the baggage , tickets and passports; to help them to carry luggage; to guide guests to parking lot with the driver; to ask the guests to get on the bus; to place luggage; and to go back to the hotel..During going back to the hotel, immediately to call back to the Front Office. Besides, actively to communicate with guests; to tell them about the recent weather and remind guests to pay attention to the weather changes, food and drinking water; to introduce the scenery along the way to guests.Remark:. For VIP customers, receptionists should take some relative measures before guests arrive. For example, to set up special channel.. To get in touch with the airport information office or guest and confirm pick-up affairs again if they don't connect to the guests. If cannot contact the guests, they should report to t he Assistant Manager in the first time..Pay attention to your pace when guiding guests.。

(完整版)酒店接机服务标准操作(中英版)

酒店接机服务标准操作规程G UEST E XPECTATION 客人期望:I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner.我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。

Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要？Answers回答:1.Saves me time. 为我节约时间。

2.Since I am the first hotel employee met by our guest, I will leave thefirst very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。

3.I want to demonstrate our professionalism. 我要展现我们的职业道德。

I am able to offer service that starts at the very beginning with the guest’sarrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。

Summary questions问题小结:1. What should the Airport Representative be equipped with daily?机场代表应该每天带上什么东西？2. How should the Airport Representative meet the guest at theairport arrival exit? 在机场出口站，机场代表应该如何接待客人？3. Why is the impression, which the Airport Representative leavesso important? 为什么为什么机场代表要给客人留下的印象很重要？4. What do I need to do when the guest is in the car? 当客人进入轿车时，我要做些什么？5. Why should the Airport Representative inform the Concierge ofthe guest’s likely arrival time? 为什么机场代表应该告知礼宾部客人可能到达的时间？How should lost luggage be handled? 如何处理丢失的行李？。

接机服务的工作流程

接机服务的工作流程【中英文版】英文文档内容：The workflow of an airport reception service typically involves several steps.The first step is the booking process, where the customer provides their arrival details, such as flight number and arrival time.The service provider then confirms the booking and provides the customer with a confirmation message.On the day of arrival, the service provider will assign a driver to meet the customer at the airport.The driver will usually wait at the designated meeting point, which is often near the arrivals area.The customer should look for the driver"s sign or contact them via phone or text message if they have any trouble finding them.Once the customer is located, the driver will assist them with their luggage and escort them to the vehicle.The customer will then be driven to their desired destination, where the driver will assist them with any additional needs, such as checking them into their hotel or dropping them off at their home or office.Throughout the process, the service provider will communicate with the customer to ensure that everything is going smoothly and that the customer is satisfied with the service.In case of any delays or changes in the customer"s arrival plans, the service provider should be able to adjustthe schedule accordingly to accommodate the customer"s needs.中文文档内容：机场接机服务的工作流程通常包括几个步骤。

酒店前台接待中英文标准操作流程

STANDARD OPERATION PROCEDURES标准工作程序FRONT DESKSTANDARD OPERATION PROCEDURETask No. DescriptionFD01 Awaiting room handling 等候房间FD02 Billing instruction handling 账目说明FD03 Blocking rooms for arrivals 房间预留FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金FD06 Check-in with TA voucher 持旅行社入住卷入住程序FD07 Extension stay 处理延住FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人FD11 Group check in 团队登记FD12 Guest location 客人方位FD13 Handling confidential / screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16 Handling in-house amenities 处理客人欢迎品FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒电话的要求FD22 Key authorization 钥匙的授权FD23 Lost & Found procedure 失物招领程序FD24 Loss of safe deposit box key 保险箱的钥匙丢失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards 打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷。

FOSOP酒店标准操作程序前厅部中英文对照

S T A N D A R D O P E R A T I N G P R O C E D U R E S标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoining withoutbeing connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

酒店客人上网服务标准操作(中英版)

酒店客人上网服务标准操作规程G UEST E XPECTATION 客人期望:I expect every hotel to have a private area for me to log into the Internet because I am not always traveling with my Computer. I don’t expect exorbitant charges.我希望每家酒店都能为我提供上网专区，因为我不会一直在旅行时随身携带电脑。

我也不希望资费过高。

Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要？Answers回答:1.I know what our guests expect. 我了解客人的期望。

2.Our guest are sometimes on holidays and do not have their businessequipment with them. 有时客人度假不会随身携带商务设备。

3.Our guests might have lost their business equipment, so they needadditional help. 也许客人的商务设备遗失了，因此他们需要额外的帮助。

4.We can increase our GSTS score. 我们要提高客人满意度。

5.We can show professionalism. 我们要展示职业化形象。

Summary questions问题小结:1.How should all guests be greeted? 如何问候客人？2.What information is required from all guests who walk in? 需要从步入客人那里获取什么信息？3.a) Why do I have to tell the guest about the charges in advance? 为什么要预先告诉客人收费标准？b) Do I have to know how the Internet works? Why can I not just show theguest where the Internet is? 我须要了解网络运行的情况吗？为什么我不能只告诉客人在哪儿上网？4.Why is privacy so important? 为什么客人的隐私很重要？5. a) What is a function sheet? When would I refer to it? 什么是会议通知单？何时须要参考此单？b) Why do I need the guests Signature on the bill? 为什么需要客人在帐单上签字？6. Why is an appropriate farewell necessary? 为什么须要与客人道别？。

最完整的中英文酒店服务指南（下）

最完整的中英文酒店服务指南（下）安全指南SAFETY DIRECTORY1．为了使您在本酒店能愉快而安全地居住，请您与我们合作并遵守下列措施：To ensure you have a pleasant stay with us, we need your c ooperation. Please do as the following:——请将现金和贵重物品存放在大堂保险箱内。

Please place your cash and valuables in the safe deposit box in the lobby.——如您不希望接听电话，请通知酒店接线员。

Advise hotel operator if you want to miss your incoming cal ls.——所有酒店员工会身穿制服，胸前佩戴员工牌，否则请勿让他/她进入您的房间。

Please note that only uniformed hotel employees with nam e tags are permitted to serve you in guest room by you.——请勿轻信兜售免费旅游或其他服务的电话。

若经常受到这种干扰，请通知大堂副理。

Do not accept calls from strangers offering free tours and o ther services. Please tell the Assistant Manager if you are being bothered by them.——如果您发现任何疑点或可疑人物，请立即通知大堂副理。

If you see any suspicious persons or any queries, please con tact the Assistance Manager immediately.——随身携带门卡时，请妥善保管。

酒店接机服务流程对话英语

酒店接机服务流程对话英语The bustling airport terminal was a hive of activity as I made my way through the crowd, my suitcase rolling behind me. I had just arrived in the city for a business trip, and I was eager to get to my hotel as quickly and efficiently as possible. Fortunately, I had arranged for the hotel's airport transfer service to pick me up, and I was on the lookout for the driver.As I exited the arrivals hall, I spotted a man holding a sign with my name on it. I approached him and greeted him politely "Hello, I'm [Your Name]. Are you here to pick me up for the hotel transfer?"The driver smiled and responded "Yes, that's right. I'm here to take you to the [Hotel Name]. It's a pleasure to meet you. Please allow me to take your luggage."I handed over my suitcase, and the driver led me to a waiting SUV parked just outside the terminal. "The trip to the hotel should take around 30 minutes, depending on traffic," he informed me as he loaded my bag into the trunk.I settled into the comfortable leather seat, grateful for the air conditioning after the warm airport. "That's great, thank you. I appreciate you being here to pick me up."The driver nodded and started the engine. "Not a problem at all. I'm happy to provide this service. How was your flight?""It was uneventful, thankfully," I replied. "I'm just ready to get to the hotel and settle in.""Understandable," the driver said. "Business trips can be tiring, but the [Hotel Name] is a wonderful place to relax and recharge. I'm sure you'll enjoy your stay."As we navigated the city streets, the driver pointed out some of the notable landmarks and attractions. "That building there is the [Landmark Name], one of the tallest skyscrapers in the city. And just up ahead is the [Park Name], a beautiful green space popular with locals and tourists alike."I listened attentively, taking mental notes of the information he provided. "That's great to know. I may have to check out the park during my free time."The driver nodded. "I'd definitely recommend it. The hotel also has some excellent dining options if you're looking for a good meal.""Excellent, that's good to hear," I said. "I'll be sure to explore the hotel's amenities as well."The conversation flowed easily, and I found the driver to be both knowledgeable and personable. He answered my questions about the city and offered recommendations based on my interests. I appreciated his willingness to engage in friendly banter, as it helped to pass the time and make the journey more enjoyable.As we approached the hotel, the driver pointed out the entrance. "Here we are, the [Hotel Name]. I'll pull up to the front entrance for you."I peered out the window, taking in the impressive facade of the hotel. "It looks lovely. Thank you for the smooth ride and the informative chat.""My pleasure," the driver replied as he pulled up to the curb. He quickly retrieved my suitcase from the trunk and handed it to me. "I hope you have a wonderful stay. If you need any other assistance during your time here, please don't hesitate to let me know.""I appreciate that, thank you," I said as I stepped out of the vehicle. I made my way into the hotel lobby, feeling refreshed and ready to begin my business meetings.Overall, the hotel's airport transfer service provided a seamless and pleasant experience. The driver's professionalism, knowledge, and friendly demeanor set the tone for a successful start to my trip. I was grateful for the convenient and hassle-free transportation, and I knew I could count on the hotel's staff to continue providing excellent service throughout my stay.As I checked in at the front desk, I couldn't help but reflect on the importance of such transfer services, especially for business travelers like myself. Having a reliable and personalized transportation option can make all the difference in terms of comfort, efficiency, and overall satisfaction with a hotel's offerings. It's a small but significant detail that can greatly enhance the guest experience.In conclusion, the hotel's airport transfer service was a standout feature of my stay. The driver's attentiveness, the comfortable vehicle, and the informative dialogue all contributed to a positive and memorable start to my business trip. I would highly recommend this service to any traveler looking for a seamless and enjoyable airport-to-hotel experience.。

接机英文流程

接机英文流程Upon arrival at the airport, the process for meeting a guest or a family member from a flight can be quite straightforward. Here’s a step-by-step guide to ensure a smooth pick-up experience:1. Check Flight Status: Before heading to the airport, verify the flight's status online to confirm its arrival time and gate number. This is crucial as flights can be delayed or rescheduled.2. Arrive Early: Plan to arrive at the airport at least an hour before the flight is scheduled to land. This will give you ample time to navigate through airport security and find the correct baggage claim area or arrival gate.3. Parking: If you are driving, locate a convenient parking spot. Many airports offer short-term parking options close to the terminal for pick-ups.4. Greet at the Arrivals Area: Proceed to the arrivals area where passengers exit. There are often large screens displaying flight information and arrival gates.5. Sign or Banner: If you are meeting someone for thefirst time or want to make it easier for them to spot you, consider holding a sign or banner with their name on it.6. Wait at the Baggage Claim: If the person you are meeting has checked luggage, head to the baggage claim area. This is typically where passengers go after clearing customs and immigration.7. Communicate: Keep your phone handy for any last-minute changes or to communicate with the arriving party if they have a local SIM card or can access Wi-Fi.8. Assist with Luggage: Once you meet, offer to help with any luggage they may have. This is a courteous gesture that can make their arrival feel more welcoming.9. Exit the Airport: Guide them to the exit and to your vehicle or transportation method. If you are using public transportation, provide clear directions or assistance.10. Provide Information: On the way to the destination, offer information about the local area, traffic conditions, or any other details that might be helpful to the traveler.11. Ensure Comfort: Make sure the person you are picking up is comfortable and has everything they need for the journey ahead.Remember, the key to a successful airport pick-up is preparation, communication, and a friendly demeanor.。

接听电话标准-中英双语

金杭酒店电话接听标准电话交流是酒店业的一种重要的服务形式，通过电话交流可以体现出酒店的整体服务水准，只有明确员工接听电话的标准，规范接听电话的步骤，确保员工遵守电话礼仪、应用电话礼仪相应技巧，才能更好地提升我们的服务水平。

现结合东莞酒店业市场特点及本酒店的实际情况，特拟定本酒店员工的接听电话标准。

一、基本电话礼仪：a、积极的谈话态度。

b、增加你谈话的可信性，感染和影响来电者。

c、悦耳的谈话声音。

d、将笑容融入到声音中，说话清晰，充满活力，语速适中。

e、三次铃声的目标。

f、在三次铃声之内必须接听电话。

g、记住宾客的名字。

h、来电者告知其名字时，你必须特别注意，记住宾客的名字并在稍后的通话中运用它能表现出你的工作专业与投入并能使宾客感受到特别的尊贵。

i、电话中的问候。

j、专业与礼貌的对待每位来电者，应答时注意措词、专业术语、俚语或方言。

k、时刻准备为客服务。

l、熟悉掌握当天的预订情况（特别是团队和VIP）及酒店相应的产品信息，用左手拿起电话听筒，随时准备好纸和笔，右手记下电话内容。

二、接听电话程序：1、接听电话：铃响三声之内用左手拿起电话。

2、接听标准用语：②、一线对客人部门：能从来电显示中（房间号）确认此客人为外国客人应：3、解决问题/帮助①、帮客人转接电话：当有事情不清楚需要询问其他人，客人需要等候时，必须使用“HOLD”键，以免客人听到员工交流的情况；如电话无“HOLD”键或此键出现故障应用手掌捂住话筒。

③、当需要做留言记录时；引导来电者给出详细、简洁的信息，记录必须完整、准确。

（详见附件1）4、结束通话：结束通话前，询问来电者是否需要其他服务。

5、放电话：永远在确定客人挂掉电话后，才轻轻放下话筒。

三、特殊情况：①、如在三声铃响之后接听电话，应先委婉的致歉；④、时间变换问候：常用节日问候语：（各部门可视情况适当添加问候语）Happy New Year 元旦（新年好）Happy Chinese New Year 春节（新年好）Merry Christmas 圣诞快乐元旦/春节：一线对客部门：圣诞节：一线对客部门：四、特别注意：1、在知道客人的姓氏后，要尽量使用客人姓氏，而不能只说先生/小姐；2、口齿要清晰，语言要简练；3、在任何情况下，要先听客人讲话，不要随意打岔；4、在采取任何行动之前，要先得到客人允许；5、对于重要的细节要做到重复客人的话或意思，以确保准确无误；6、在接听电话时，嘴里不要含着或嚼着东西；7、总是准备好笔和纸，以方便记录重要内容；8、语音语调要平缓亲切，声线要自然流畅，不可太大声或太小声；9、要经常使用有魔力的字眼。

酒店贵宾接待程序(中英文版)

贵宾接待程序Standard:标准:1. All VIP guest must be approved by hotel management and must be welcomed at the lobby by Guest Service Manager on duty orFront Service Manager, or any other member of Management upon arrival. Normally check-in formalities must be done inguest room instead of reception.所有的贵宾都是由饭店的管理层批准的并且到店时要由客务服务经理，或前厅部经理，或其它饭店管理委员会成员在大堂迎接。

通常登记手续都是在客人房间内进行的。

2. VIP designation or amenity requests should be placed in the Fidelio System at least one day prior to arrival.贵宾的特殊接待申请至少在一天前就输入到电脑系统中。

3. In the event of a same day amenity request, the appropriate amenity requirement should be informed to the Guest Service Supervisor/Manager for processing.对于当天的贵宾申请要立即通知前台的客务服务经理或主管以使其能立即安排。

4. In all cases the amenity codes should be keyed into the guest profile in the Fidelio System.任何级别的贵宾的特殊要求代码都要输入至电脑的客户档案中。

酒店接机服务标准操作(中英版)

最完整的中英文酒店服务指南（上）

前台电话接听(中英文)

(完整版)酒店接机服务标准操作(中英版)

酒店接待服务、行李服务流程英语

接机（旅游服务礼仪情景剧本中英文）

酒店前台接机接待流程英语

酒店电话接听标准

接机服务英文版

(完整版)酒店接机服务标准操作(中英版)

接机服务的工作流程

酒店前台接待中英文标准操作流程

FOSOP酒店标准操作程序前厅部中英文对照

酒店客人上网服务标准操作(中英版)

最完整的中英文酒店服务指南（下）

酒店接机服务流程对话 英语

接机英文流程

接听电话标准-中英双语

酒店贵宾接待程序(中英文版)

酒店接机服务流程对话英语