酒店顾客“加床”服务要求标准处理(中英文)

酒店加床托婴服务标准

酒店加床托婴服务标准
酒店加床、托婴服务标准
1、加床
（1）房务中心接到前台通知加床，做好记录并通知管家员；
（2）管家员将加床与配套床垫、枕头、床单、被褥和一套客用品，推至需加床的房门一侧，按规范按三下门铃或敲门三次并自报身份”House-keeping”；
（3）客人开门须征得客人同意后进房将客用品摆放好或礼貌地询问客人如何摆放才合适；
（4）客人无要求，按规程将床铺好；
（5）面向宾客与其礼貌道别并离房关上门；
（6）通知房务中心加床完毕。

2、托婴
（1）客人需要提供托婴服务时，请客人提前三小时与房务中心联系，并由房务中心请客人填写一张《托婴服务申请表》；
（2）详细核对客人所填表格，了解有关婴儿的生活习惯，是否有特殊要求并特别注意客人在表格中填写的有关吩咐；
（3）经理根据婴儿的性别、年龄情况安排适合人员提供看护服务；
（4）看护人员要按时抵达看护地点，并留意客人的有关吩咐，处理交接事宜；
（5）服务中看护人员务必小心谨慎，不能离开小孩，不能随意给小孩吃东西，不让小孩接近容易碰伤的东西，不能把小孩带离指定的地点；
（6）客人外出时，请留下联系电话，以便出现特殊情况进行联系；
（7）将婴儿安全地交还给客人后，请客人签单确认付费；
（8）完成托婴服务后，及时通知房务中心并由房务中心处理有关费用问题。

感谢您的阅读！。

酒店宾馆服务用语中英文版

Purpose: Standardization of the procedure of providing evening turndown service.目的：提供晚间开床服务的标准程序。

Procedure:Reserved Room (Vacant St):预定房间（空房状况）Press the doorbell three times and call out “Good evening, housekeeping service” before unlocking the door with your key.按门铃三次，在用钥匙开门之前报称“晚上好，客房服务”Use the key tag to switch power and turn on the light.用钥匙卡开电源然后开灯。

Draw the blackout curtains completely.完全地关厚好窗帘。

Fold ankle of duvet according to standard instructions. If only one person is present, turn down the bed by the bathroom wall near the phone. (Remove the bedspread from the bed if bed with it)按指定的标准折叠被子的角。

如果只要一个客人，开靠电话浴室墙边的床。

（如果床是有床罩拿走）Take the breakfast menu from the doorknob or the compendium, and place it on the pillow. For VIP guests, place a fresh flower on the opened duvet(just for VIP).从门把上拿早餐牌或文件夹里，放在枕头上，对于贵宾客人，放一只鲜花在打开的被子的角上（只针对贵宾）。

HKSOP(酒店标准操作程序客房部)中英文

STANDARD OPERATING PROCEDURES标准操作程序HSKP - 001 Lost and Found失物招领HSKP - 002 Entering Guest Rooms进入客房HSKP - 003 Shoe Shine Service擦鞋服务HSKP – 004 GUEST REQUEST ITEMS客人要求项目HSKP - 005 Guest Request Items客人要求项HSKP - 006 Room Wait Requests房间等候要求HSKP - 007 Work Orders维修通知单HSKP - 008 Allowing Access To Guest Rooms允许进入客房HSKP - 009 Gratuities / Tips赠物/小费HSKP - 010 Chain Of Command指挥系统HSKP - 011 Handling Guest Laundry处理客人洗衣HSKP - 012 Definition of A Guest一个客人的定义HSKP - 013 Handle Guest Complaints处理客人投诉HSKP - 014 Job Safety工作安全HSKP - 015 Equipment Usage设备使用HSKP - 016 Newspaper & Magazines报刊杂志HSKP - 017 Reception Service接待服务HSKP - 018 Quality Control质量控制HSKP - 019 Normal, Express and Pressing Service正常，快洗及烫衣服务HSKP - 020 Guest Laundry Pick Up & Distribution客人送洗衣物收集发放STANDARD OPERATING PROCEDURES Subject : LOST AND FOUND失物招领Effective Date : 4. 2010Policy No : HSKP-001 Issued by : EXE.Housekeeper Page : 1 of 4 Approved by :General Manager Distribution : Executive Committee Department Head A&B: All AssociatesObjective目标To ensure Lost And Found procedure are followed properly in order to response to all guest inquires in a timely manner.确保失物招领程序能被完全地执行，以便在客人询问时能及时地反应。

五星级酒店客房培训——如何加床,婴儿床

Why is this task important for you and our guests? 为什么这些对你和我们的客人很重要？Answers:1.I am able to increase the GSTS score.我能提高顾客满意度。

2.I can show my professionalism.我能展示我的专业技能。

3.If a guest needs an additional bed or baby cot, it is important for me that the additional person is not too squashedand has sufficient space to enjoy a comfortable sleep.如果客人需要足够的加床或婴儿床时，那么留有足够的空间，在不太挤的情况下加上上述床对客人来说是非常重要的。

Summary questions:总结问题1.What are the charges for a role away bed and a baby cot?加床和婴儿床的价格是多少？2.How many baby cots does the hotel have? What happens if we have run out of baby cots?酒店配备多少张婴儿床？如果用完了怎么办？3.Why do I need to add amenities for the 3rd person and where do I place them?为什么我要为第三个人增加用品，并且摆放在哪里？4.What do I need to do after completing the job?在做完工作后我还需要做些什么？5.Why do I need to make the bed, why is it not pre-prepared？为什么我要铺床，不能提前准备好？6.Must I leave towels for babies？我必须给儿童留下毛巾吗？Now ask the trainee to practice the task from start to end to test competency.培训回顾。

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。

夜床服务英语对话

夜床服务英语对话（最新版）目录1.夜床服务的概念2.夜床服务的英语表达3.英语中与夜床服务相关的对话示例正文夜床服务，顾名思义，是指在晚上为客人提供床铺整理、灯光调节等一系列服务的一种酒店服务。

这种服务旨在为客人提供更加舒适、便捷的入住体验，让客人在劳累的一天后能够更好地休息。

在英语中，夜床服务通常被称为“turndown service”。

接下来，我们将通过一个英语对话示例来学习如何用英语表达夜床服务。

对话双方：酒店客服（Hotel Customer Service）与外国客人（Foreign Guest）酒店客服：Good evening, sir/madam.Is there anything I can assist you with?外国客人：Yes, please.I would like to inquire about the turndown service you offer.酒店客服：Of course, sir/madam.Turndown service refers to the service we provide to ensure our guests have a comfortable and restful stay.This includes turning down the beds, adjusting the lighting, and providing a quiet and relaxed environment.外国客人：I see.When is the turndown service usually provided?酒店客服：Our turndown service is generally provided between 5 pm and 8 pm, but we can also arrange for a specific time if you have any special requests.外国客人：That sounds great.Can I request for the turndown service now?酒店客服：Absolutely, sir/madam.Please let us know if you have any other requests or needs during your stay, and we will be happy to assist you.通过这个对话，我们可以了解到，夜床服务在英语中是“turndown service”，一般晚上 5 点至 8 点之间提供，当然也可以根据客人的需求进行调整。

酒店服务指南(中英文版) (1)

服务指南THE SERVICE GUIDE目录总经理致辞大堂服务LOBBY SERVICES1．大堂经理Assistant Manager2．问讯∕留言Informatio n ∕ Message3．预订∕接待Reservation ∕ Reception4．收银∕结账Cashier5．信用卡Credit Card6．退房时间Check-out Time7．客房门卡Room Card8．行李服务Luggage Service9．大堂保险箱Lobby Safe box10．商务中心Business Center11．残疾人士设施Handicapped Facilities12．着装Dressing13．停车Parking客房服务GUEST ROOM SERVICES1．客房中心Housekeeping Center2．房间清洁服务Room Cleaning3．房间夜床服务Turn-down Service4．洗衣服务Laundry Service5．小酒吧Mini-Bar6．房间加床服务Extra Bed7．送餐服务Room Service8．擦鞋服务Shoes-shine Service9．叫醒服务Wake-up Call10．电话Telephone11．电吹风Hair Dryer12．电熨斗/烫衣板Iron / Iron Board13．房间保密/电话免打扰Keep the Room Number Secret/Avoid Being Disturbed 14．失物招领Lost And Found15．电视节目TV Channel16．网上漫游Internet Service17．空气调节Air Conditioner18．电源总开关Energy Saver19．电源说明Power Supply20．紧急情况Emergency餐饮服务FOOD & BEVERAGE SERVICES1．宴会预订Banquet Reservation2．中餐厅Chinese Restaurant3．送餐服务Room Service娱乐服务ENTERTAINMENT SERVICE1. 商务区Business district (CBD)2．量贩区ktv Volume area ktv康乐服务RECREATION SERVICE康乐中心The recreation center安全指南SAFETY DIRECTORY1．遵守措施comply with the measures2．宾客注意事项Guest’s Notices3．安保Safeguard4．火警Fire Prevention5．火警须知Fire alarm notice电话指南TELEPHONE DIRECTORY1．拨打客房电话Room to Room Calls2．拨打外线电话Outside Calls3．国内直拨电话DDD Calls4．国内、国际直拨须知IDD&DDD Service Guide客房物品有偿价格表GEST ROOM ITEMS PAID A PRICE LIST尊敬的宾客：欢迎阁下光临湛江富丽华大酒店！我们本着“安全至上、客人第一”的服务宗旨，谒尽全力，热诚为阁下提供最周到的服务，令您真正感到宾至如归。

酒店顾客加床服务要求标准处理(中英文)

酒店顾客“加床”服务要求标准处理Why is this task important for you and our guests?为什么此项任务对您和客人如此重要?Answers:回答：1.I am able to increase the GSTS score.能够提升客人的满意指数2.I can show my professionalism.能够展示我们的专业3.If a guest needs an additional bed or baby cot, it is important forme that the additional person is not too squashed and has sufficient space to enjoy a comfortable sleep.如果客人需要加床或是婴儿床,客人主要是不想太挤并希望有足够舒适的地方睡觉Summary questions:问题概述：1.What are the charges for a role away bed and a baby cot? 加床和婴儿床是怎样收费的?2.How many baby cots does the hotel have? What happens if we haverun out of baby cots? 酒店有多少张加床,如果加床借完了该怎样处理?3.Why do I need to add amenities for the 3rd person and where do I placethem? 为什么需要给第三个人增加用品,并放在什么地方?4.What do I need to do after completing the job? 在加完床后应还做什么事情?5.Why do I need to make the bed, why is it not pre-prepared? 为什么还需要做床,为什么不能提前做好?6.Must I leave towels for babies? 有必需给小孩毛巾吗?。

洲际酒店客房(中英文版)SOP

中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网Summary questions:问题概述：1.Where should the Butler wait for the Guest?管家应该在哪里等客人？2.Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？3.Why is it important that we take the guest to the room?为什么带客人到房间非常重要？4.Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？5.What do I have to introduce and why?我们必须介绍什么？为什么？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网中国管理资讯网3.W hy do I need to apologize?为什么我要道歉？4.W hat is important about taking action?采取行动时什么最重要？5.W hy is the follow up so important?为什么跟进如此重要？6.A re all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？7.A re all complaints reported to the Executive office?所有的投诉都需要报告行政办公室吗？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到位进行实践操作并做测试。

五星级酒店客房部标准工作程序sop[中英文]

星级酒店客房部标准工作程序GENERAL 总述Task No: Description1.Grooming and Appearance仪表仪容2.Check Uniform and How to Grooming Standards制服检查及仪表仪容标准3.Body language and attitude肢体语言及态度4.How to Conduct Briefing怎样主持例会municate with Housekeeping Department与客房部沟通6.How to Greet the Guest怎样问候客人7.Dect phone Control小灵通电话管理8.Occupational Health and Safety职业健康卫生及安全HOUSEKEEPING OFFICE&GUEST FLOOR 客房办公室及客房服务9 Lost and Found Procedure失物招领程序10. Monthly Linen Inventory月度布草盘点11. Master Key Sign Out Procedure万能钥匙签领程序12. Sign in Procedure签到程序13. Sign out Procedure签退程序14. Guest Room Amenities & Supplies Set-up客用品配放15. “Do Not Distribute” Procedure for Rooms房间“请勿打扰”程序16. Clean Room Procedure清洁房间程序17. How to Clean Electric Kettle怎样清洁电水壶.18. How to Clean the Glasses怎样清洁玻璃杯19. How to Clean Ice Bucket怎样清洁冰桶20. How to Change Pillow Case怎样更换枕套21. How to remove laundry wooden boxes / hangers撤出送衣篮及衣架22. Reporting to the Guest Floor到楼层报到23. How to make up bed怎样做床24. How to Clean the Bath Room Floor怎样清洁浴室地板25. How to Clean the Mini Bar怎样清洁小酒吧26. How to Dust the Furniture怎样给家具擦尘27. How to clean the mirror怎样清洁镜子28. How to Clean the Bath Tub怎样清洁浴缸29. How to Clean Shower Room怎样清洁淋浴间30. How to Clean the Bath Room Wall怎样清洁浴室墙面31. How to clean the vanity top and hand basin怎样清洁面台和面盆32. How to Clean / Polish the Bathroom Fittings怎样清洁和抛光浴室电镀配件33. How to Clean the Toilet Bowl怎样清洁马桶34. How to Vacuum the Carpet怎样给地毯吸尘35. How to Clean the Telephone Set怎样清洁电话机36. How to Handle Wake up Call怎样处理叫醒服务37. Guest Shoe Shine Service擦鞋服务38. Safe Deposit Box needs to be opened in Checked out guest room当客人离店后要检查保险箱必须打开39. How to Handle the Left Guest Room vine card怎样处理无用的客房钥匙卡40. Extra Bed and Baby Cot Procedure加床和婴儿床处理程序41. Guest Laundry Pick up During Room Check查房同时收取客衣42. Guest Laundry Pick up Requirement via Receiving Call客人电话要求收取洗衣43. Fold Towel毛巾的折叠44. How to Remove Room Service Basket怎样撤出送餐的餐具45. How to Clean Guest Floor Corridor怎样清洁走廊46. How to Assist Guest with Luggage/Parcel怎样协助运送客人行李47. Mini-bar consumption check小酒吧消耗检查48. Mini-bar daily replenishment每日补充小酒吧49. How to Handle “Open Door” Request怎样处理开房门的请求50. Breakage, Loss and Damage Procedure遗失损坏处理程序51. How to Check Guest Floor Corridor如何检查走廊52. How to Inspect Bathroom如何检查卫生间53. Care and Handling of Guest’s Belongings小心照看客人财产54. Returning Keys and Worksheet交还钥匙和工作表55. Check into Housekeeping Office在客房部办公室报到56. Vacuum carpet after washed洗过地毯后的吸尘57. How to Escort Guest to Elevator怎样护送客人至电梯58. Cleaning chemical using in Housekeeping客房部常用的清洁剂59. How to polish wooden surface如何给木制表面抛光60. How to use and clean a vacuum cleaner如何使用和清理吸尘器61. Guest Laundry Emergency紧急洗衣62. Super clean program超级清洁程序63. One Entry Room System一次进入房间64. Zero Room Defects零缺陷的房间65. Turn down Service开床服务PUBLIC AREA 公共区域66． Push brush sweeping扫地67． Dust mopping推尘68Wet mopping湿拖69Wall washing by hand手工洗墙壁70How to Clean the A/C Grill怎样清洁空调口71How to shampoo carpet --- extraction抽洗地毯72How to Clean Upholstery Fabric怎样清洁沙发及软包墙面73How to Clean Wall-paper怎样清洁墙纸74Cleaning of Office清洁办公室75Cloak Room Procedure衣帽间的程序76Staircase cleaning清洁楼梯77How to clean windows怎样清洁窗户78Stone floor scrubbing擦洗石制地面79Locker room cleaning更衣室的清洁80How to polish wooden surface如何给木制表面抛光81How to use and clean a vacuum cleaner如何使用和清理吸尘器82Dry foam shampoo on carpet干洗地毯83Cleaning of outlets各餐饮场所的清洁84Inspection of back of house后区的检查85Cleaning of lobby大堂的清洁86PA. Store roomPA的仓库87Cleaning supplies and equipment return返还清洁用品及设备88How to clean urinal bowel怎样清洁小便池89How to polish brass怎样给铜器抛光90How to clean skid proof and dustproof pad如何清洁防滑垫及防尘垫91How to crystallization for marble floor怎样给大理石地面做晶面处理92How to maintain and clean leather surface如何保养和清洁皮革表面93How to clean telephone怎样清洁电话94Cleaning of pantry/store room清洁工作间和储藏室95Washroom Care公共卫生间的清洁96Check into public area service associates PA员工报道的检查97Prepare daily work allocation准备日常工作分配98Lobby inspection大堂的检查99Inspection of lifts检查电梯100Inspection of restroom检查洗手间101Inspection of outlets检查各餐饮场所102Inspection of back stairs检查后楼梯103Inspection of pantry/store room检查工作间及储藏室UNIFORM DEPARTMENT 制服室104Guest Laundry Check检查客衣106. How to handle discrepancy如何处理差异107. Damage Laundry Confirmation确认破损108. Guest Laundry Deposit Service客衣存放服务109. How to handle guest laundry express and pressing service.如何处理加快服务及熨烫服务110. Guest laundry delivering返还客衣111. D.N.D Room Guest Laundry ServiceD.N.D房间客人洗衣服务112. Guest complaining handling处理客人投诉Housekeeping – Policies & Procedures Manual客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping –Policies & Procedures Manual客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures ManualHousekeeping – Policies & Procedures ManualHousekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual客房部 - 制度和流程指南Housekeeping – Policies & Procedures Manual 客房部 - 制度和流程指南。

酒店服务指南(中英文版) (1)

服务指南THE SERVICE GUIDE目录总经理致辞大堂服务 LOBBY SERVICES1．大堂经理 Assistant Manager2．问讯∕留言Information ∕ Message3．预订∕接待Reservation ∕ Reception4．收银∕结账 Cashier5．信用卡 Credit Card6．退房时间 Check-out Time7．客房门卡 Room Card8．行服务 Luggage Service9．大堂保险箱 Lobby Safe box10．商务中心 Business Center11．残疾人士设施 Handicapped Facilities 12．着装 Dressing13．停车 Parking客房服务GUEST ROOM SERVICES1．客房中心 Housekeeping Center2．房间清洁服务 Room Cleaning3．房间夜床服务 Turn-down Service4．洗衣服务 Laundry Service5．小酒吧 Mini-Bar6．房间加床服务 Extra Bed7．送餐服务 Room Service8．擦鞋服务 Shoes-shine Service9．叫醒服务 Wake-up Call 10． Telephone11．电吹风 Hair Dryer12．电熨斗/烫衣板 Iron / Iron Board13．房间/免打扰Keep the Room Number Secret/Avoid Being Disturbed14．失物招领 Lost And Found15．电视节目 TV Channel16．网上漫游 Internet Service17．空气调节 Air Conditioner18．电源总开关 Energy Saver19．电源说明 Power Supply20．紧急情况 Emergency餐饮服务FOOD & BEVERAGE SERVICES1．宴会预订 Banquet Reservation 2．中餐厅 Chinese Restaurant 3．送餐服务 Room Service娱乐服务ENTERTAINMENT SERVICE1. 商务区Business district (CBD)2．量贩区ktv Volume area ktv康乐服务 RECREATION SERVICE康乐中心The recreation center安全指南SAFETY DIRECTORY1．遵守措施 comply with the measures2．宾客注意事项Guest’s Notices3．安保 Safeguard4．火警 Fire Prevention5．火警须知 Fire alarm notice指南TELEPHONE DIRECTORY1．拨打客房 Room to Room Calls2．拨打外线 Outside Calls3．国直拨 DDD Calls4．国、国际直拨须知 IDD&DDD Service Guide客房物品有偿价格表GEST ROOM ITEMS PAID A PRICE LIST尊敬的宾客：欢迎阁下光临富丽华大酒店！我们本着“安全至上、客人第一”的服务宗旨，谒尽全力，热诚为阁下提供最周到的服务，令您真正感到宾至如归。

洲际酒店客房中英文版资料SOP

Why is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要？An swers:回答：1. I am able to ensure a smooth check in process, especially for return guests.按照程序进行检查，特另U是回头客的房间。

2. This is a good chanee to exceed the guest expectations. 这是超前满足客人需求的好机会。

3. The guest room should be prepared according to our guest wishes.按照客人要求准备客房。

4. This is a chanee to make our guest feel welcome andexpected. 是一次机会让客人感至U受至U欢迎和期待。

Summary questi ons:问题概述：1. Which rooms need to be prepared and checked by the Butler?管家应准备和检查哪些房间。

2. Which steps need to be followed?应对哪些步骤进行跟踪？3. What is important about the communication with HK?与客房部联系时，最重要的是什么？4. When should the room be prepared and ready for the guest arrival?客人到达前，什么时候为客人准备好房间？5. What should be checked in the room? 应对房间的哪些物品进行检查？6. Who should you con tact if the room is not set up? 如果房间还没布置好，应该与谁联系。

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。

超五星级酒店客房SOP——如何加床

部门: 职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.13 How To Set Up Extra Bed如何加床10.0Standard Operation Procedures标准操作程序Module 10.13: How To Set Up Extra Bed部门: 职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.13 How To Set Up Extra Bed如何加床Module 10.13: How To Set Up Extra Bed如何加床KEY 索引STANDARD标准PROCEDURE程序PHRASES/VERBIAGE相关用语We will pre-set all of the guests’amenities or previously knownrequests and preferences beforethey arrive我们要在客人入住前根据客人的要求和喜好把房间布置好Preparation准备工作1.Before move the extra bed into the guest room check forthe following items:在进行加床服务前先检查以下几种物品：2.Inspect Mattress – Clean and free of stains MattressProtector – Clean and free of stains检查床垫—干净，无污渍斑点床保护垫--干净，无污渍斑点3.Inspect Duvet/ Duvet cover – free of stains, and creases检查被子/被套--干净，无污渍斑点，平整4.Inspect Pillows – free of stains, and soft – no lumps检查枕芯--干净，无污渍斑点，柔软舒适，无硬块5.Pillow Protector – free of stains枕芯套--干净，无污渍斑点部门: 职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.13 How To Set Up Extra Bed如何加床部门: 职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.13 How To Set Up Extra Bed如何加床部门: 职位：标准操作程序Housekeeping 客房部Room Attendant客房服务员Module 10.13 How To Set Up Extra Bed如何加床。

Chamber Services

Clean the bathroom and bring in the fresh towels. 清洁浴室，放上干净的毛巾； Check around to be sure everything is down. 核查一遍，以确保该做的都做好了； Express the wishes to the guest. 向客人表达祝愿。
EXTENDING THE BED
Extra steps加床步骤
一、Have notice接到通知二、Preparation准备三、 Making bed做床四、Finish完成
EXTENDING THE BED
一、Have notice接到通知
（一）、 Guest calls Guest Service Center 客人通知宾客服务中心（二）、 Guest calls HK directly or asks Room Attendant. 客人直接通知员工
Turn-down services
EXTENDING THE BED
Why is this task important for you and our guests? 为什么此项任务对您和客人如此重要?
1、I am able to increase the GSTS score. 能够提升客人的满意指数 2、I can show my professionalism. 能够展示我们的专业 3、If a guest needs an additional bed or baby cot, it is important for me that the additional person is not too squashed and has sufficient space to enjoy a comfortable sleep. 如果客人需要加床或是婴儿床,客人主要是不想太挤并希望有足够舒适的地方睡觉

酒店客房翻床程序标准操作(中英文)

酒店客房翻床程序标准操作
Why is this task important for you and our guests?
为什么此项任务对您和客人如此重要?
Answers:
回答:
1.We can increase our GSTS score.能够提升客人满意指数
2.I can show my professionalism.能够展示我们的专业
3.I want to make our guests feel comfortable.希望让我们的客人感觉
更舒适
4.The mattress live is longer and I can save cost.能增加使用寿命,
降低成本
Summary questions:
问题概述:
1.What is important about the turning procedure of mattresses? 翻
床程序中什么最重要?
2.What are the turning months? 哪几月需要翻床?
3.How do I know when to turn the mattress? 我怎么知道什么时候翻床?
4.Do I need to report defects to HK or can I report this defect immediately to POMEC? 我需要将床垫损坏情况报告客房部还是将情况直接报告工程部?
5.What if I see stains on the mattress when turning? 当翻床时发现有污迹该怎么办?。

《酒店英语》课件——加床服务

Learn the task step by step
5. Tell the charge of the extra bed service It’s 200 yuan a day. We will charge you 150 yuan for the extra bed. —————————————————————————————— 6. Make sure that you’ll send the bed to guest’s room as soon as possible I assure you I’ll send an extra bed to your room as soon as I get the permission. I’ll send the extra bed to your room at 6:00 p.m. ————————————————————————————
TWO
Learn the task step by step
Learn the task step by step
1. Always knock on the guest’s door softly with hand, never use your key. Housekeeping, may I come in? Room attendant, may I come in? —————————————————————————————— 2. While entering the guestroom, the door should always be open. Good morning, sir and madam, may I help you? What can I do for you, Mr. and Mrs. Bellow? ———————————————————————————————

Turn down service开床服务

Why is this task important for you and our guests?为什么此项任务对您和客人如此重要?Answers:回答：1.We can increase our GSTS score.能提高客人的满意指数2.I can show my professionalism.能够展示我们的专业3.I want to make our guests feel comfortable.会让我们的客人感觉舒适4.I want to show our guests, that we take care when coming to their guest room after a hard day’s work!我们展示给我们对客人的关心,在他一天辛苦的工作一天后回到房间,Summary questions:问题概述：1.What is important about the turn down service?开床的重要性是什么?2.How long should a turndown service take in a standard room? A suite?开床需要多长的时间,套房?3.Why are the steps in turning down a bed?开床的步骤是什么?4.What must I attend to in the bathroom?卫生间应注意什么?5.After I perform my turndown service, what do I check for? How long should the check take?开完床后我应该检查什么事情,需要多长时间去检查?6.How do I handle a DND room?如何处理DND房间?7.What must I do if the guest refuses turndown service?什么事情必需做,如果客人拒绝服务?8.Do I need to report defects to HK or can I report this defect immediately to POMEC? Should I advise the guest that the defect has been reported?是向客房部汇报工作中发现的工程问题还是直接想工程部?需要告诉客人此工程问题已经汇报了吗?Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试。

酒店装订服务标准操作(中英版)

酒店装订服务标准操作规程G UEST E XPECTATION客人期望:I have presentations to make and copies to be produced and bound. I expect this to be done in a professional and speedy manner. I expect staff to know how to use the binding machine.我将做一次展示，文件需要复印并装订。

希望可以得到专业且快捷的服务，员工熟悉如何操作装订机.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.The guest wants to have a good quality service. 客人希望得到高质量的服务。

2.I feel confident in delivering the service to our guests, because I knowhow to use the binding machine. 我有信心为客人提供服务，因为知道如何使用装订机。

3.We are able to increase the GSTS score by delivering serviceprofessional. 凭借专业化的服务我们能提高客人满意度。

Summary questions问题小结:1.How should all guests be welcomed? 如何欢迎客人？2.Do I always have to check before accepting work? What specifically doI have to check? 在接受任务之前，须要检查文件吗？具体检查什么？3.Why do I have to tell the guest about the charges in advance? 为什么我要预先告知客人收费标准？4.What do I do if the Binding Job doesn’t look very professional? Do you know how the Binding Machine works? Who can teach you? 如果装订的文件看起来不够专业，该如何处理？你知道如何使用装订机吗？5.How should the binding be presented? 如何展示装订好的文件？6.Where should the binding be delivered? 装订好的文件应该送至哪里？7.Does this duty need to be logged? What is written on the log? 此项服务须要登记吗？记录哪些内容？8.What do I do if the binding is required for an external company? How do I get the books delivered there? How do I get payment? 如果为外面的公司提供装订服务，我该怎样做？如何送装订的文件？如何获取付款？9.Where is a guest signature required? 需要客人在哪里签字呢？10.How do I farewell the guest who uses our services? 如何向使用我们服务的客人告别？出师表两汉：诸葛亮先帝创业未半而中道崩殂，今天下三分，益州疲弊，此诚危急存亡之秋也。