前台服务步骤规定用语(英文版)

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前厅全套话术标准（中英文）（1）

房务部服务标准Service Standard of Rooms Division接听电话的服务标准Telephone Service Standard铃响三声之内接听电话Answer the phone within three rings问候用语包括“您好，岗位+您的姓名（内部），有什么可以帮您？Greeting with “Good Morning/Afternoon/Evening/, Section name, your name（Internal），How may I assist you?问候必须清晰明了Ensure greeting words clearly请将你的微笑融入你的声音Bring your smile into your voice在接听电话的过程中至少两次使用来电者的姓氏称呼客人Use guest name at least two times during the conversation时刻注意您的语气、语速、语调和客人的反应Watch your voice tone、speed and the guest’s response在接听电话的过程中，你的周围不能有噪音干扰Make sure your surroundings be quite during on the phone一站式服务，尽量避免不必要的转接电话One stop service – Don’t transfer the phone to other internal service department如果不能立刻答复，请告知客人回复的时间，永远不要要求客人再打来Please inform the guest we will give them a feedback time, never ask guest calling again仔细的倾听，关注客人的问题，并做好详细的记录Listen carefully, concern with guest’s questions, and leave a detail record永远不要向客人说“不”或“没有”Ensure never say “No” and “Don’t have” to the guest注意不要泄露酒店和客人的重要信息Keep the secret for guest and our hotel’s confidential information永远记得要多问一句“还有什么可以帮您吗？”Always remember to ask the guest “Is there anything else I can do for you?” before close the conversation.“感谢您的来电，请稍候，为您转接”“Thank you for your calling, one moment please, transfer for you”“感谢您的来电，祝您有个愉快的一天/夜晚/”“Thanks for your calling, have a nice day/evening”时刻微笑，并用客人的姓氏和职称称呼客人Always smile, use guest name or title greet the guest if possible预订的服务标准Service Standard for Reservation铃响三声之内接听电话Answer the phone within three rings问候用语包括“您好，岗位+您的姓名（内部），有什么可以帮您？Greeting with “Good Morning/Afternoon/Evening/, Section name, your name（Internal），How may I assist you? 询问客人的姓名，如：“先生/女士，请问怎么称呼您”Required the guest name, i.e.: “Sir/Madam，may I know/have your name?主动介绍酒店产品信息给客人，房型、房价和服务项目等Offer hotel’s production information to the guest, room type, room rate and other outlets了解客人的需求信息，进行合适的推销Get the guest’s requirements, and take the promote sales重复确认客人的预订信息Double confirm the guest booking information与客人道别, “X先生，我们期待着您的光临”Farewell the guest, Mr. /Miss xx, we are looking forward to your coming时刻使用标准用语，永远不要向客人说“不”或“没有”Follow the standard anytime, never say “No” and “Don’t have” to the guest永远记得要多问一句“还有什么可以帮您吗”Always remember to ask the guest “Is there anything else I can do for you?” before close the conversation.Check In的服务标准（三分钟之内）对于向总台走来和经过的客人，微笑着目光注视客人, 并点头示意Eye contact with a smile to the guest who approaches to the front desk and nodding your head show our concern.在3米的距离，目光接触，微笑向客人问好Eye contact will a smile, greet the guest within 3 meters时刻注意使用敬语，如：“请，对不起，谢谢，打扰您了。

餐厅前台礼仪接待流程

餐厅前台礼仪接待流程英文回答：Restaurant Front Desk Reception Procedure.1. Greet and Welcome Guests.As a guest enters the restaurant, greet them with a warm and friendly smile.Establish eye contact and say, "Welcome to [restaurant name]."If there is a wait, inform the guests of the estimated wait time politely.2. Check Reservations.If the guests have a reservation, check their name and party size.Confirm their reservation time and table number.If the guests do not have a reservation, ask if they would like to be seated in any available area.3. Seat Guests.If a table is available, escort the guests to their table while politely maintaining eye contact.Assist them in seating by pulling out chairs or providing cushions if needed.Place any menus, cutlery, and napkins on the table.4. Take Orders.Once the guests are seated, ask if they are ready to order or if they need more time.Take their food and drink orders accurately and repeatthem back to confirm.If the guests have any questions about the menu or specials, provide them with clear and concise answers.5. Process Payment.Once the guests have finished their meal, present them with the bill in a timely and polite manner.Process their payment method efficiently and ask if they would like a receipt.Thank the guests for their patronage and invite them to return soon.6. Farewell Guests.As the guests leave the restaurant, bid them farewell with a genuine smile.Say, "Thank you for coming to [restaurant name].Please come back and visit us again soon."Hold the door open for them as they exit.7. Maintain a Clean and Organized Front Desk.Keep the reception area tidy and well-maintained atall times.Restock menus, cutlery, and napkins as needed.Ensure that the payment system is fully functional and ready for use.中文回答：餐厅前台礼仪接待流程。

酒店服务流程(英文)

Checking in Guest with ReservationService Required:The Receptionist Must Be A Sales Representative At All Times.He/She Must Have A Through Knowledge Of The Product They Sell, Details Of The Hotel, Rates, Services, And Facilities.Job Performance Required – Guidelines - :✓Great your guest warmly with smile.✓Ask If You May Help Him With A Courtesy Way.✓If The Guest Says That He Have A Reservation, Ask Politely for The Guest Name.✓Calls-Up The Information On The Computer Screen.✓Make Your Double Check By Repeating The Guest Full Name.✓Reconfirm Type Of Room Required.✓Ask For The Length Of Stay And Departure Date Expected.✓Reconfirm How Many People In The Party.✓You May Offer Options With Upselling Techniques, And According To Your Rooms Availability Chart.✓ A Scan For A Special Notes May Reveal Special Requests Such As V.I.P Treatment…….Etc.✓Reconfirm The Mode Of Payment And Follow Up With Payment Procedures Accordingly.✓Ask To Complete The Registration Card.✓Thank The Guest And Check If There Is Any Messages For Him/Her.✓Match The Right Room For The Guest And Make The Blocking.✓Offer Additional Services Such As Wake Up Calls Or Special Guest Needs To Be Covered.✓Call The Bell Man Who Is Assigned To Carry The Luggage For The Guest.✓Wish Your Guest A Pleasant Stay.Checking in Guest without Reservation∙Great The Guest Warmly With Smile & Ask If You May Help.✓If The Guest Has No Reservation, Ask You Guest To State His/Her General Needs.✓Obtain The Specific Details Such As✓What Type Of Room Is Desired?✓How Many People in the Party?✓What Is Their Anticipated Length Of Stay?✓What Rate Is Acceptable?✓Methods of Payment (Cash or Credit Cards)?∙Based On The Above The Room Clerk Should Matches Rooms Available To The Customers Wishes.∙Offer Options by Using Room Location, Such As: Sea View, Pool Side, Etc.∙After You Cover The Entire Guest Needs Present The Registration Card And Ask The Guest To Fill.∙If The Credit Card Will Be Used, Obtain Credit Data.∙Locate The Room And Complete Normal Check-In Procedures.Checking in GroupFirst: Before Check InBe Fully Aware Of the Arrival TimePrepare The Blocking.Check Ready Rooms with HousekeepingPrepare The Key Envelopes.Check with the Bell Caption Concerning the Readiness of the Luggage StickerSecond: Upon Check InWelcome The Group With The Welcome Drink.Check With The Tour Leader The Rooming List.Ask The Tour Leader For The Passport List & Voucher.Check with the Tour Leader the Meals Arrangements / Wake up Calls. Bell Man Should Have A Copy From Th e Rooming List To Write Number Of The Luggage.Third: After Check-InOpen The Group Master Folio.Mention The Way Of Payment.Check The Rate Twice.Check Number of Rooms and Persons.Check Complimentary RoomsCreate the Group Pay Master and Check Routing.Distribute The Group Rooming List To All Concerned With All Signatures.Handling Guest Complaint∙Listen with concern to guest complaints and stay calm.∙Isolate the guest, if possible, so that other guests would not be affected. Remain calm and do not argue with the guest.∙Recognize and acknowledge the guest’s feelings and try to make him feel that we care more about his concerns.∙Always show personal in terest in the guest’s problem. Do never under estimate his complaint. And no matter what happens, NEVER INSULTA GUEST.∙Do not say that the hotel is at fault simply to be understanding.∙Noting down the key facts will reassure the guest and will certainly calm him down.∙Tell the guest how and when the problem could be solved.∙Inform the concerned department to take the necessary action.Follow up∙Inform your supervisor and record all details and what has been done till the time being in the log book.∙If you feel that the problem is more than you can handle and that it needs higher level for a solution, take the handle the matter to your supervisor or to the Department Head.∙When the problem is solved, inform the guest accordingly. Handling Check OutService Required:Check Out Process Should Be Smooth, Efficient, Accurate, And Pleasant Experience For Our Guests. It Is The Last Opportunity The Hotel Staff Has To Personally Interact With The Guests.Job Performance Required – Guidelines - :A – Providing Bell Service:Upon Guest’s Request for Checking-Out Bell Service.Check out Card Will Be Given to the Bell PersonBell Person Will Go To The Room, Knock On The Door.Then, He Ask The Guest Politely For His Luggage.With A Glance, Without The Guest Notice, The Bell Person Will Check TheRoom Supplies Are There With No Damage.Luggage to Be Taken Away, Drawers to Be Checked For Any Forgotten Items As Well As Bathroom.The Bell Person Will Ask The Guest Politely For The Room Key.Close the Door And Make Sure It Is Locked.The Bell Person Will Politely Remind The Guest Not To Forget The Flight Ticket And The Passports.The Bell Person Will Obtain the Front Office Cashier’s Approval before He Carries the Luggage out Side the Hotel.B- At the Front Office Cashier:Greet The Guest With Magic Words And Smile.Ask If They Are Checking Out.Ask For Their Room Number, Pull The Folio, And Repeat Their Name To Make Sure There Is No Mistake.Check for Any Last-Minute Messages, Mail, or Any Additional Charges Not Yet Posted.Ask If The Guest Has Made Any Additional Charges Within The Last Thirty Minutes.Tell The Guest The Amount Owed.Follow Up With The Guest Mode Of Payment And Finalize The Account. Check by Asking About Guest Satisfaction.Pay Attention to Each Single Guest Comment and Write It Down Immediately.Ask If There Is Any Thing Else The Hotel Can Do.Thank The Guest For Staying With The Hotel, And Invite Them To Come Back Again.As They Leave The Desk Area, Wish The Guest A Safe And A Pleasant Trip.Handling Guest RequestPurpose of the policy:To set up a proper system on following up guest requests and assuring the proper delivery of services in order to meet Guest satisfaction.Policy:Both Front Office & Housekeeping departments will keep a guest request logbook to record all guest request by time of receiving the request.As soon as the GSA or H.K Order taker will receive a guest request, it must be recorded in the logbook immediately with the time of receiving the request and the guestroom number, as well as type of request.The GSA to Complete the Housekeeping/Maintenance request form, and to be delivered to the Department Concerned Immediately.All the logbook items should be filled in details a s soon as the request is received.The GSA / HK Order taker should inform and follow up on the completion of the request by contacting the department concerned to fulfill the request and log the time and the name of the person who received and complete the request.A follow up telephone call to the guest should be made after the completion of the request to be sure that the guest is satisfied.If the request will take time to be completed, guest should be informed and to be given the estimated time to complete it.If the guest request will take more than a reasonable time to be completed, it should be reported to the direct supervisor who should contact the guest personally and offer alternative solution.In both F.O & H.K, guest request logbo ok should be part of the shift hand-over procedures.N.B attached a sample of the log, which should be printed on A-4 size book.。

前台接待流程英文版

前台接待流程英文版Front Desk Reception Process.The front desk is the first point of contact for guests visiting any establishment, whether it's a hotel, a corporate office, or any other type of organization. It's crucial that the reception process is efficient, friendly, and professional to ensure a positive first impression and a smooth experience for the guests. Here's a detailed look at the front desk reception process:1. Greeting the Guest.As soon as a guest walks into the reception area, it's essential to greet them warmly. A smile, a nod, and a friendly "Good morning/afternoon/evening, how may I assist you?" sets the tone for a positive interaction. Make sure to maintain eye contact and maintain a welcoming posture.2. Understanding the Guest's Needs.Once the guest has been greeted, it's time to understand their needs. This could range from checking into a hotel, inquiring about services, or requesting information about the establishment. Listen attentively to the guest's requests and clarify any uncertainties to ensure accuracy.3. Providing Information and Services.Based on the guest's needs, provide the necessary information or services. For instance, if they're checking into a hotel, provide them with details about their room, breakfast hours, and any other relevant information. If they're inquiring about services, explain the options available and any associated costs.4. Handling Requests and Complaints.If the guest has any special requests or complaints,it's important to handle them promptly and professionally. For requests, try to accommodate them as best as possiblewhile maintaining the establishment's policies and procedures. For complaints, take them seriously, apologize for any inconvenience, and work quickly to resolve the issue.5. Checking Out.For guests checking out of a hotel or other establishment, the front desk process involves finalizing any outstanding payments, providing a receipt, and collecting the room keys. It's also a good practice to ask the guest if they had a pleasant stay and if there's anything the establishment could improve upon.6. Saying Goodbye.As the guest leaves, it's important to bid them farewell in a friendly manner. Saying "Thank you for staying with us, we hope to see you again soon!" or something similar leaves a lasting impression and encourages repeat visits.7. Maintaining Records.After the guest leaves, it's essential to update any relevant records regarding their stay or interaction. This includes updating reservation systems, noting any special requests or complaints, and ensuring all financial transactions are accurately recorded.8. Continuous Improvement.The front desk reception process is not static; it requires continuous improvement to meet the changing needs and expectations of guests. Regularly review feedback from guests, train staff on new procedures or technologies, and stay up-to-date with industry trends to ensure the best possible experience for guests.In conclusion, the front desk reception process is a crucial part of any establishment's operations. It involves greeting guests, understanding their needs, providing information and services, handling requests and complaints, checking out, saying goodbye, maintaining records, andcontinuously improving to ensure a positive and memorable experience for every guest. By following these steps, front desk staff can create a welcoming and efficient environment that reflects the establishment's values and standards.。

叙述前台接待时的流程

叙述前台接待时的流程英文回答：Front Desk Reception Procedure.1. Greet the guest warmly and with a smile."Good morning/afternoon/evening, welcome to [hotel name].""May I help you with your reservation?"2. Verify the guest's reservation.Ask for the guest's name and reservation number.Check the reservation in the system.Confirm the guest's room type, arrival date, and departure date.3. Explain any hotel policies or procedures.Inform the guest of check-in and check-out times.Provide information about amenities, such as the pool, gym, or restaurant.Explain any safety or security procedures.4. Issue the room key.Provide the guest with the room key and explain how to use it.Offer assistance with luggage if needed.5. Direct the guest to their room.Provide the guest with directions to their room.Offer to escort the guest to their room if theyrequest it.6. Thank the guest for their stay."Thank you for choosing [hotel name]. We hope you have a pleasant stay.""Please let us know if you need anything."7. Offer assistance.Be available to answer any questions or provide assistance throughout the guest's stay.Additional Tips:Maintain a professional and courteous demeanor at all times.Be empathetic and understanding of guest needs.Go the extra mile to exceed guest expectations.Follow all hotel policies and procedures consistently.中文回答：前台接待流程。

酒店客房前台工作流程

酒店客房前台工作流程英文回答：Working at the front desk of a hotel involves a variety of tasks and responsibilities. As a front desk agent, my main role is to provide excellent customer service to guests and ensure their satisfaction throughout their stay. Here is a breakdown of the typical workflow at a hotelfront desk:1. Greeting and Check-In:When guests arrive at the hotel, I warmly welcome them and ask for their reservation details. I verify their identification and confirm the reservation in the system. I may also ask for a credit card for any incidental charges. Once everything is confirmed, I provide the guests with their room keys and give them some information about the hotel's amenities and services.For example, a guest arrives at the front desk and I greet them with a smile and say, "Good afternoon! Welcome to our hotel. May I have your name and reservation details, please?"2. Handling Requests and Inquiries:Throughout the day, guests may approach the front desk with various requests or questions. It could be anything from extra towels or pillows to recommendations for local restaurants or tourist attractions. It is my responsibility to assist them promptly and efficiently. I may need to make arrangements for transportation, book restaurant reservations, or provide directions.For instance, a guest may come to the front desk and ask, "Do you have any recommendations for a good seafood restaurant nearby?" I would then provide them with a few options and offer to make a reservation if needed.3. Check-Out and Billing:When guests are ready to check out, they return their room keys to the front desk. I inquire about their stay, ensuring they had a pleasant experience. I then generate the final bill, which includes the room charges, any additional services used, and taxes. I explain the charges to the guest and process the payment.For example, a guest comes to check out and I ask, "How was your stay with us? Did you enjoy your time here?" After receiving positive feedback, I provide them with the final bill and say, "Your total comes to $XXX. Will you be paying with cash or credit card today?"4. Handling Complaints and Resolving Issues:Sometimes, guests may have complaints or encounter issues during their stay. It is important to listen attentively, empathize with their concerns, and take appropriate action to resolve the problem. This could involve offering a room change, providing a refund, or compensating them with complimentary services.For instance, a guest approaches the front desk and expresses dissatisfaction with the noise level in their room. I apologize for the inconvenience and offer to move them to a quieter room. I also offer a complimentary breakfast as a gesture of goodwill.中文回答：酒店前台工作涉及各种任务和责任。

酒店前厅打字服务标准操作(中英版)

酒店前厅打字服务标准操作规程G UEST E XPECTATION 客人期望:If I request typing services, I expect the task to be professionally executed in accordance with international business standards, the same as it is done in my own office.如果需要打字服务，我希望得到国际商务标准，专业化的服务，如同在我自己的办公室一般。

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 a professionally typed business communication servicein accordance with international business standards. 客人得到国际商务标准的，专业化的商务打印服务。

2.The guest wants to receive a good quality copy of the communication.客人希望得到高质量打印服务。

3.I want to feel confident in delivering the service our guests expect.我有信心提供客人期待的服务。

4.We are able to increase the GSTS score by delivering serviceprofessional. 我们能够通过提供专业化服务来提高客人满意度。

Summary questions问题小结:1.Other than a warm welcome what else demonstrates professionalism in the Business Center? (a clean work station)除了热情问候外，商务中心还能够从哪些方面可以展示出专业化？（洁净的工作环境）2.Do I always have to check before accepting work? 在打印任务之前，须要确认打印内容么？3.Why do I have to tell the guest about the charges in advance? 为什么我要提前告知客人收费情况？4.Why is proofing the quality of the original and the copy so critical? 为什么核对原件与打字件很重要？5.Why can I not handover the typed pages without an envelope? 如果没有信封，为什么我不能交接打字文件？6.How is the work delivered to the guest? 如何把打字件交给客人？7.What must be logged? 登记簿中须记录什么？8.What is the procedure for charging the guest? 向客人收费的程序是什么？9.How does Accounting know about the charge? 财务部如何知道收费情况？10.Why do I have to Bid Farewell and thank the guest to use our Services? 为什么我要向客人告别并感谢客人使用我们的服务？。

酒店基本服务用语中英文（全文5篇）

酒店基本服务用语中英文（全文5篇）第一篇：酒店基本服务用语中英文酒店基本服务用语一、欢迎和问候语：1)Good morning(afternoon, evening),sir(madam).早上(下午、晚上)好，先生(夫人)。

2)How do you do ?您好！(初次见面)How do you do ?您好！Glad to meet you.很高兴见到您。

3)How are you ?您好吗？Fine , thanks.And you ?好的，谢谢。

您呢？4)Welcome to our hotel(restaurant, shop).欢迎您到我们宾馆(餐厅、商店)来。

5)Wish you a most pleasant stay in our hotel.愿您在我们宾馆过得愉快。

6)I hope you will enjoy your stay with us.希望您在我们宾馆过得愉快。

(客人刚入店时)I hope you are enjoying your stay with us.希望您在我们宾馆过得愉快。

(客人在饭店逗留期间)I hope you have enjoyed your stay with us.希望您在我们宾馆过得愉快。

(客人离店时)7)Have a good time!祝您过得愉快！二、电话用语8)I’m Shangshui Hotel, Front Desk..Can I help you ?山水大酒店，前厅。

需要帮助吗？9)Sorry , I’ve dialed the wrong number.对不起，我拨错号了。

10)May I speak to your General Manager?能和你们总经理说话吗？Speaking.我就是。

11)Sorry.He is not in at the moment.对不起，他现在不在。

Would you like to leave a message ?您要留口信吗？12)Pardon ?对不起，请再说一遍好吗？I beg your pardon ?对不起，请再说一遍好吗？三、祝贺语13)Congratulations!祝贺您！14)Happy birthday!生日快乐！15)Happy New Year!新年快乐！16)Merry Christmas!圣诞快乐！17)Have a nice holiday!节日快乐！18)Wish you every success!祝您成功！四、答谢和答应语19)Thank you(very much).谢谢您(非常感谢)。

英文版商务接待礼仪

How to say "hello"
We must follow the 3S principles
*Stand up（站起来） *See（注视对方） *Smile （微笑）
On the basis of 3S, you can say
Good morning .Good afternoon May I help you? Excuse me! May I have your name,please? Just a moment ,please!
How to receive the unexepected guest
First of all, you should give the guest some drink enthusiastically
How to receive the unexepected guest Second, you need to ask the guest's identity
The reception of the basic procedure
Step 1
The basic procedure
Step 2
Step 3
greetings
Confirm his identity and
ask him whether he has maked a reservation
Contact respondents
(1)gather up documents (2)guide guests
How to guide guests to the reception room
1,Pay attention to the direction : You should walk in front of the guests left

前台服务步骤规定用语(英文版)

Receptionist Service Procedures and TermsCheck-In procedures一、Smile and GreetingGood morning /afternoon/evening, Sir/Madam! Welcome to St. Merry Hotel. How may I help you?二、Ask whether have a reservationDo you have a reservation? / May I have yourconfirmation letter?三、Find the reservationSir/Madam, may I know your reservation is booked by whose / which company?四、Check the reservation informationLet 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/Passport1、May I have your ID card /passport (for registration),please?六、PSB、C/I system processingUse guest’s last name,Mr./Ms.xx,please wait a moment.七、Double Check informationMr./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、CollectDepositMr./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 toguestMr./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、WishMr. /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、GreetingGood 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 consumptionMr./Ms. xx,do you have any consumptionfor theMini-bar?三、Confirm the billMr./Ms. xx,here is your bill, please check …, and may i have your signature here, please.四、PaymentMr./Ms.xx,How would you like to settle yourbill,by cash orcredit card?五、Bill and invoiceMr./Ms. Do you need a copy of your room bill / a receipt (fapiao)?May I have the title of your receipt?六、Offer helpMr./Ms. xx,Have you check the safety box of your room is empty ? Is there anything else can I help you?七、FarewellMr./Ms.xx, thank you for staying with us,we look forward to welcomingyou next time. Wish you have a pleasant journey.。

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。

酒店前厅部基本英文服务知识

Front Office前厅部Reception前台Lesson 1 At the Reception Desk接待台Attendant: Good morning, sir. Welcome to our hotel. 早上好，先生。

欢迎来到我们酒店。

Guest: Good morning.早上好。

Attendant: How may I help you, sir? 我能有什么为您服务的呢？Guest: I reserved a KSUG three weeks ago. I am Ken.我是Ken，我在三周之前预定了一间高级大床间客房。

Attendant: Just a moment, please, Mr.Ken. I'll check the arrival list. Ken先生，请您稍等。

我查询一下预抵单。

One minute later…Attendant: I am sorry to have kept you waiting. May I have your passport, please? 对不起,让您久等了.我能看下您的护照吗？After check…Attendant: Thank you, sir. I am checking in for you. Please sign it. 谢谢您，先生.我现在为您登记,请您签字。

Guest: Thanks. Here you are. Is it all right?谢谢,给你.这样就好了吗?Attendant: Certainly, sir. Thanks. Pay in cash or by credit card? 对的，谢谢。

您用现金还是信用卡付费呢？Guest: Credit card.信用卡。

Attendant: Certainly sir. Here's the key to Room 1234 and your room cards. Please keep them.当然可以先生。

星级酒店前厅英语服务流程

星级酒店前厅英语服务流程Providing exceptional English language service in the lobby of a star-rated hotel is a crucial aspect of ensuring a seamless and memorable experience for international guests. As the first point of contact, the front desk staff play a pivotal role in setting the tone for the entire hotel stay. From the moment a guest approaches the lobby, the staff must be equipped with the necessary linguistic skills and cultural awareness to cater to their needs efficiently and with the utmost professionalism.The service flow in the hotel lobby begins with a warm and welcoming greeting. Front desk agents should be trained to deliver a standard greeting in clear, articulate English, making eye contact and offering a friendly smile. This initial interaction sets the stage for the guest's impression of the hotel's service quality. Agents must be prepared to address the guest by name, if available, and inquire about the purpose of their visit in a polite and interested manner.Once the guest has approached the front desk, the agent should promptly acknowledge them and ask how they may be of assistance.Agents must be well-versed in handling various guest inquiries, such as checking in or out, requesting room upgrades, or addressing any concerns or special requests. They should be able to provide clear and concise explanations, using simple language and avoiding jargon or technical terms that may confuse the guest.In the event of a guest requiring assistance with their luggage, the front desk agent should immediately call for a bellhop or porter to attend to the guest's needs. The agent should provide the guest with clear directions to their room, offering to escort them or have the bellhop guide them if necessary. This attention to detail and willingness to go the extra mile will leave a lasting positive impression on the guest.During the check-in process, the front desk agent must be adept at navigating the hotel's reservation system and efficiently processing the guest's information. They should be able to explain the check-in and check-out procedures, as well as any hotel policies or amenities, in a clear and concise manner. Agents should also be prepared to address any questions or concerns the guest may have regarding their stay, such as the availability of dining options, spa services, or local attractions.In addition to handling the check-in and check-out procedures, front desk agents must be equipped to assist guests with a variety of otherrequests. This may include providing directions to various hotel facilities, recommending nearby restaurants or activities, or arranging for transportation or other services. Agents should be knowledgeable about the local area and have a comprehensive understanding of the hotel's offerings to provide the guest with the most relevant and helpful information.Effective communication is essential in the hotel lobby, and front desk agents must be skilled in active listening and empathy. They should be attentive to the guest's needs and concerns, and respond with patience and understanding. In the event of a guest complaint or dissatisfaction, the agent should remain calm and professional, and work to resolve the issue in a timely and satisfactory manner.Moreover, front desk agents must be adept at navigating cultural differences and adapting their communication style to cater to the diverse needs of international guests. This may involve understanding and respecting cultural norms, being mindful of language barriers, and adjusting their tone and body language accordingly.Maintaining a high level of English language proficiency is crucial for front desk agents in a star-rated hotel. They should be able to communicate fluently, using proper grammar, vocabulary, and pronunciation. Continuous training and professional developmentopportunities should be provided to ensure that agents stay up-to-date with the latest industry trends and best practices in customer service.Beyond the technical aspects of their role, front desk agents must also possess strong interpersonal skills and a genuine commitment to providing exceptional service. They should be able to build rapport with guests, anticipate their needs, and go above and beyond to ensure a memorable and enjoyable stay.In conclusion, the English language service procedures in the lobby of a star-rated hotel are crucial in shaping the overall guest experience. From the initial greeting to the check-out process, front desk agents must be equipped with the necessary linguistic skills, cultural awareness, and customer service expertise to cater to the diverse needs of international guests. By maintaining a high level of professionalism and attention to detail, hotels can ensure that their guests leave with a lasting positive impression and a desire to return.。

酒店前台接待用语中英文

酒店前台接待用语中英文第一篇：酒店前台接待用语中英文酒店前台接待日常用语第一部分问候1.Welcome to haiyatt garden Hotel.I’m ***, what should I call you, please?欢迎光临海悦酒店。

我是***，请问我该怎么称呼你呢？2.Good morning/afternoon/evening, Sir/Madame.What canI do for you? 先生/女士，你好！请问我能为您做点什么？3.My name is ***, is there anything else I can do for you, just let me know.我叫***，如果需要我为您做些什么，请告诉我。

4.If you have any problems, please feel free to contact us.如果你有任何需要，请随时联系我们。

Part 2 Helping to Check-in第二部分帮助入住1.Please have a seat for a while I’ll help you with the check-in procedure.请在那边稍坐一会儿，我将会为您办理入住手续。

2.Would you please give me your passport and credit card ?, I’ll return them to you right away after the check-in procedure.请把您的护照和信用卡交给我。

办完入住手续后，我会马上归还给您。

3.How many nights will you stay this time?这次入住您会住多少天？4.Which room would you like, smoking room or non-smoking room? 您是要吸烟房间还是不吸烟房间？5.Excuse me, Sir/Madame.How would you like to pay the deposit, together or separately?先生/女士，不好意思，打搅一下。

前台接待用语_酒店前厅服务细节与作业流程手册（图解版）_[共3页]

第八章reservation by credit card?非担保的预订只能保留到当天下午6点。

若您作了担保预订，我们就可以整夜为您保留房间，您愿意提供信用卡作担保吗？5. Mr. Smith, you've made a guaranteed reservation at the Hotel. If you can't arrive as scheduled, please inform us before 6：00 pm. on the expected day. Thank you for calling and we look forward to seeing you.史密斯先生，您已在酒店办理了担保预订，倘若您不能如期到达，请务必在入住当天的18点前通知我们，感谢您的来电，我们期待届时与您见面。

6. Which travel agent did you go through to make this reservation.请问您是通过哪间旅行社来作这个预订的？7. Is this a new reservation or a confirmation call?请问这个电话是新的预订，还是确认预订？8. Have you made a reservation?请问您已经作了预订吗？9. Do you remember the name of the clerk who accepted your reservation?请问您记得哪一位职员为您作的预订吗？10. Would you like to guarantee your reservation for late arrival?因您较晚入住，您可以为您的预订作个担保吗？11. We'll amend your reservation at you request.我们将会按您的要求作相应的更改。

二、前台接待用语（一）问候1. Welcome to ×× Hotel . I'm ××, may I have your name, please?欢迎光临××酒店。