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）。

Replace the ice cubes if necessary.如需要补充冰块。

Place the bath mat in front of the bathtub.在浴缸前放好地巾。

Make one last check of the room before turning off the lights, keeping only one bedside lamp on.在关灯前确保做一次最后检查，只保留床边的一盏灯。

Remove the key tag, close the door, and make sure that it is locked, then fill out then turn down service report.拿走钥匙卡，关门，确保它是锁好的，然后填写开床服务报告。

Occupied Room:住客房：Enter the guestroom进客房Press the doorbe ll three times and call out “Good evening, Housekeeping service,” then wait five seconds to give the guest time to respond.按门铃三次同时报称“晚上好，客房服务”，然后等五秒给客人回应。

If there is no response, open the door with your key and knock on the door again, while calling out “Housekeeping room attendant”.如果没有客人，用你的钥匙开门同时再敲门，报称“客房部服务员”If the guest answers your knock, ask if the guest would like his/her bed turned down now or later.如果客人回应你敲门，问客人是否愿意现在开他/她床或迟一点开。

If the room is empty, you may enter to begin the turning down service.如果房间无人，你可以进入房间开始做开夜床服务。

Ask the guest for permission to draw the blackout curtains and turn down the bed if he/she is in the room.如果客人在房间里，问客人是否同意关窗帘和开夜床。

Remove guest items from the bed.从床上移走客人的物品。

Turn down the bed that the guest used it.开客人所有过的那张床。

If there is bed spread on the bed fold it according to standard instructions place the bedspread into the wardrobe or as instructed space.如果床上有床罩，按指定的标准折好放入衣柜里或者放在规定的地点。

Turn down the bed according to standard instructions and style.按指定的标准和样式开床。

Return the guest items on the bed after finish.完成开床后把客人的物品放回在床上。

Tidy the sleeping room.整理卧室Collect the trash and empty the wastebaskets into the trash bag on the cart.收垃圾及倒垃圾桶到服务车上的垃圾袋里。

Place a turndown amenity in the appropriate location.把开夜床的客用品放在还是的地方。

Place the breakfast menu on the bed.在窗上放早餐牌Tidy the bathroom.整理浴室Wash and dry any used ashtrays and glass tumblers, then place them in the appropriate location.清洗和擦干任何使用过的烟缸和玻璃杯，然后放在合适的位置上。

Wash and dry any used tea or coffee cups.清洗和擦干任何使用过的茶杯和咖啡杯。

Clean and wash any used basin and tubs.清洗和擦干使用过的垃圾桶和浴缸。

Change used towels, and replace guest supplies, if necessary.更换使用过的毛巾，如必要同时补充客用品。

Create a pleasant atmosphere in the guestroom.在房间里创造一点愉快的气氛。

Refill the ice cubes.补充冰块。

Turn on one the bedside lamp.打开一盏床头灯Make one last check of the room to ensure that everything is OK, then ask if the guest needs anything else before leaving the room.做一次最后的房间检查确保每样东西是完好的，在你离开房间前问客人是否有其它事需要做。

Lightly close the door. DO NOT forget to say something courteous to the guest, such as “Good night”, “Have good night”, etc., when leaving the room.轻轻的关后门，当离开房间时不要忘记向客人说一些礼貌的话，如：“晚安”，“祝你有个美好的夜晚”，等Note the room status and the in and out time on the turn down service report.在开床报告表上记下房态和进出时间。

NOTES:注意：If there is an extra bed or cot in the room, place an extra set of guest supplies and towels in the room.如果在房间有一个加床或者婴儿床，补充多一套客用品和毛巾。

If the guest is in the room, ask if the guest wants to order breakfast from Room Service.如果客人在房间问客人是否想从送餐部定早餐。

Guest receives turndown service between 17:30 –21:30 hrs对客开夜床服务时间是17：30 到21：30。

Night garments if any are neatly folded and placed on bed.睡衣如有整齐地折叠和放在床上。

Purpose: To maintain Guest satisfaction and control of Revenue.目的：保持客人的满意和利润的控制Procedure:程序1. Main Mini Bar Store迷你吧仓库This will be located in Housekeeping and will be under the control of the HousekeeperReplenishment of this area will carried by HSKP Dept as the per the established beverage requisitioning procedure这个仓库设在客房部有经理来控制管理，按照酒水的审领程序有客房部进行补充。

2. Mini Bar Floor Pantries各个楼层酒水间These pantries serve to replenish all mini bars on each floor it will be under the control of HSKP mini bar attendant, she/he will mark on the mini bar replenishment order record which items need to be taken to refill the room mini bar.这个酒水间所有的酒水有迷你吧服务员进行控制管理，他/她会记录所有需要补充进房间的项目。