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 your confirmation 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 ….. room for ..… 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.., and your departure date will be on …, may I have your signature here ,thank you.

八、Collect Deposit

Mr. / Ms. xx, According to your reservation, the deposit is RMB XXX? 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 to guest

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 you enjoy your stay with us. This way to the lift, please.

C/O procedures

1、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？

2、Inform HSKP and Ask consumption

Mr. / Ms. xx, do you have any consumption for the Mini-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 your bill, by cash or credit card?

五、Bill and invoice

Mr. / Ms. Do you need a copy of your room bill / a receipt (fa piao)? 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