酒店贵宾接待程序(中英文版)
酒店vlp接待流程
酒店vlp接待流程英文回答：Arrival Procedure for VIP Guests at Hotels.As a VIP guest, you are entitled to a seamless and exceptional arrival experience at our hotel. Our dedicated VIP接待 team will be on hand to guide you through the following steps to ensure a comfortable and memorable stay:1. Arrival.Upon arrival at the hotel, proceed to the VIP接待 desk.Our friendly team will greet you and promptly assistyou with your luggage.You will be escorted to a private check-in area for a personalized experience.2. Check-In.Our knowledgeable reception staff will complete your check-in process efficiently while you relax in our comfortable lounge.We will provide you with a welcome amenity and a detailed overview of the hotel's amenities and services.You will be issued your room key and any other necessary documents.3. Room Escort.A member of our staff will escort you to your elegantly appointed room or suite.They will provide you with an orientation of the room's amenities and features.We have prepared a special welcome gift to enhance your stay.4. Additional Services.Let our concierge team arrange any additional services you may require, such as airport transfers, restaurant reservations, or tickets to local attractions.We offer a wide range of in-room amenities upon request, including complimentary snacks, drinks, and newspapers.Our 24-hour room service is available for your convenience.中文回答：酒店贵宾接待流程。
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。
中英文接待日程表模版
中英文接待日程表模版2篇中英文接待日程表模板（1）尊敬的贵宾：感谢您选择我们为您安排接待活动。
以下是您的接待日程表，我们将尽力确保您在中国的行程顺利愉快。
如果您有任何特殊需求或要求，请随时告知我们。
日期：2022年7月1日上午活动安排：8:30 - 9:00 抵达机场，专车接机9:00 - 10:00 前往酒店10:00 - 11:00 入住酒店，休息11:00 - 12:30 欢迎午餐，品尝地道中国菜下午活动安排：13:30 - 14:30 参观中国文化博物馆，了解中国传统文化14:30 - 16:00 游览故宫，感受中国古代皇家建筑之美16:00 - 17:00 品茶，体验中国传统茶道17:00 - 19:00 自由活动时间，购物或休息晚间活动安排：19:00 - 20:30 欢迎晚宴，品尝各地美食20:30 - 22:00 观赏京剧表演，领略中国戏曲文化22:00 返回酒店，休息日期：2022年7月2日上午活动安排：8:00 - 9:00 早餐，享用丰盛的中西式早餐9:00 - 10:30 参观长城，体验世界文化遗产之一10:30 - 12:00 参观颐和园，欣赏中国古代皇家园林艺术下午活动安排：13:30 - 15:00 参观鸟巢和水立方，了解2008年北京奥运会15:00 - 17:00 自由活动时间，购物或休息17:00 - 19:00 欢迎晚餐，尝试地道的川菜或粤菜晚间活动安排：19:00 - 21:00 中国传统音乐演奏会21:00 - 23:00 自由活动时间，休息或步行欣赏城市夜景23:00 返回酒店，休息以上是您在中国的接待日程安排，如有任何变动或特殊需求，请及时与我们联系。
我们期待为您提供一个难忘的中国之行。
（2）尊敬的贵宾：非常感谢您选择我们为您安排接待活动。
以下是您在英国的接待日程表，我们将竭尽全力确保您的行程顺利、愉快。
如您有任何特殊需求或要求，请随时告知我们。
日期：2022年7月1日上午活动安排：8:30 - 9:00 抵达机场，专车接机9:00 - 10:00 前往酒店10:00 - 11:00 入住酒店，休息11:00 - 12:30 欢迎午餐，品尝当地美食下午活动安排：13:30 - 14:30 参观大英博物馆，了解英国历史与文化14:30 - 16:00 游览伦敦塔桥，欣赏伦敦标志性建筑16:00 - 17:00 品尝英式下午茶，体验英国传统17:00 - 19:00 自由活动时间，购物或休息晚间活动安排：19:00 - 20:30 欢迎晚宴，品尝英国特色美食20:30 - 22:00 观赏伦敦西区音乐剧表演22:00 返回酒店，休息日期：2022年7月2日上午活动安排：8:00 - 9:00 早餐，享用传统英式早餐9:00 - 10:30 参观温莎城堡，感受英国皇室历史10:30 - 12:00 参观哈利波特电影拍摄地，了解电影制作幕后故事下午活动安排：13:30 - 15:00 参观大英图书馆，欣赏珍贵文献15:00 - 17:00 自由活动时间，购物或休息17:00 - 19:00 欢迎晚餐，尝试正宗的英式酒吧菜肴晚间活动安排：19:00 - 21:00 英国交响乐团音乐会21:00 - 23:00 自由活动时间，休息或漫步欣赏城市夜景23:00 返回酒店，休息以上是您在英国的接待日程安排，如果有任何变动或特殊需求，请及时与我们联系。
酒店接待外宾流程英文流程
酒店接待外宾流程英文流程Hotel Reception Process for Foreign Guests.Upon the arrival of foreign guests at the hotel, it is crucial to ensure a smooth and welcoming reception process. Here is a detailed outline of the hotel reception process for foreign guests:1. Greeting and Welcome:As soon as the foreign guests arrive at the hotel, the receptionist should greet them warmly with a smile and a friendly welcome. It is important to make the guests feel welcome and comfortable from the moment they step into the hotel.2. Checking In:After greeting the guests, the receptionist should assist the guests with the check-in process. This involvescollecting the guests' personal information, such as their names, room preferences, and any special requests they may have. The receptionist should also provide the guests with their room keys and any other necessary information about the hotel, such as the location of facilities and services.3. Orientation:After checking in, the receptionist should provide the guests with a brief orientation of the hotel and its facilities. This includes information about the location of the restaurant, gym, swimming pool, and any other amenities the hotel offers. It is also important to inform the guests about the hotel's policies and regulations, such as check-out time and any prohibited items.4. Communication:Throughout the reception process, it is essential to communicate effectively with the guests. The receptionist should speak clearly and slowly to ensure that the guests understand the information being provided. If the guestshave any questions or concerns, the receptionist should address them promptly and provide solutions.5. Language Assistance:If the guests speak a different language, the receptionist should make every effort to communicate with them in their preferred language. If the receptionist is not fluent in the guest's language, they should seek assistance from a translator or a multilingual staff member to ensure smooth communication.6. Accommodating Special Requests:If the guests have any special requests, such as a specific room type, a higher floor, or a room with a particular view, the receptionist should do their best to accommodate them. If the requests cannot be fulfilled, the receptionist should explain the reasons and offer alternative solutions.7. Introducing Hotel Services:The receptionist should also introduce the hotel's services and amenities to the guests. This includes information about the hotel's restaurant, bar, spa, and any other services that may be of interest to the guests. The receptionist should also provide details about the hotel's events and activities, such as cultural programs or local tours.8. Providing Contact Information:Before the guests depart, the receptionist should provide them with the hotel's contact information,including the phone number, email address, and any social media platforms the hotel may have. This information can be provided in a printed form or via a digital device, depending on the guest's preference.9. Following Up:After the guests have checked in, the receptionist should follow up with them to ensure that they are settledin and have any questions or concerns addressed. This can be done via phone, email, or in person, depending on the guest's preference.10. Saying Goodbye:When the guests are ready to depart, the receptionist should bid them farewell and thank them for choosing to stay at the hotel. It is also important to provide the guests with any necessary information they may need for their departure, such as transportation options or directions to their next destination.Overall, the hotel reception process for foreign guests should be designed to provide a warm, friendly, andefficient experience. By following these guidelines, hotels can ensure that their foreign guests feel welcome and have a pleasant stay.。
五星酒店前台接待中英文标准操作流程SOP(可编辑)
五星酒店前台接待中英文标准操作流程SOPSTANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURE Task 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Check-in with TA voucher 持旅行社入住卷入住FD06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处理客人查询并介绍店内设施 facilitiesFD16 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Loss of safe deposit box key 保险箱的钥匙丢FD24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DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 01号码 TASK Awaiting room handling工作职责等候房间 1 of 2 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Register for the guest为客人登记Search for vacant dirty room在系统中找空房Ask room controller for room cleaning请房态控制员确认干净房间Make registration for the guest according to the registration procedure为客人登记If vacant clean room is not available immediately search for vacant dirty room at first and call the Housekeeping to rush rooms Enough time for cleaning room如果当时没有干净空房首先在系统中找空房脏房马上通知客房部打扫Invite guest for welcome drink by saying Mr Mrs XX the room we blocked to you is under cleaning and Housekeeping has been informed forrushing room and it may take about 30 minutes May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available邀请客人在大堂酒廊喝一杯免费饮料等候并告知打扫房间大约需要的时间房间打扫好后马上通知客人Let guest have time idea Show our sincerity to serve guestCourtesy compensation for guest waiting Let guest feel our humility 让客人感受到我们真诚的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOUPOSITION FOM 批准人职位 SIGNATUREDATEPOSITION FOM 签字日期职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 01 号码 TASK Awaiting room handling工作职责等候房间 2 of 2 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer在系统中随时检查房态As soon as the room status is changed to the vacant clean send the room key and welcome booklet to the guest personally By saying MrMrs XX I am sorry to have kept you waiting Now the room is ready the room number is XX Thank you for your understandingApologize for the waiting and introduce the GSA-Concierge to escort the guest to the roomCheck in the room in the system immediately房间一打扫好后马上把钥匙送给客人并对客人的等候表示歉意行李马上送到客人房间并在系统中登记入住房间Get updated room status at first time在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility提供快捷的服务Roomconnect with the telephone line Anticipate guest request系统登记房间使电话线马上接通PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02 号码 TASK Billing instruction handling 工作职责账目说明 1 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card收取押金Billing instruction can be clarified as following Guest A pays for guest B by cash or credit card Both guests are indifferent rooms付账说明可如下A客人给B客人付账两个客人在不同房间Modify AB guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房需随时更新其备注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption收取足够押金以确保足够两个房间住店期间所发生的费用Tick on the registration card under Bill instruction YES Note the guest hisher signature is approved to pay guest B s bill Help the guest A to fill up the following items at the back of the registrationGuest A tick on YES under bill authorizationGuest B s name and room numberPayment instruction帮助客人填全付款说明书Different handling ways to different billing instruction Make sure precise service根据不同付账说明采取不同的服务Deposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益Always do more for the guest为客人多做PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling账目说明 2 of 3 EQUIPMENT REQUIRED Opera 工作职责Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Collect deposit收取现金押金Take the imprint credit card刷卡付押金If paid by the credit card take EDC voucher of the credit card and attach with the guest A s registration card如果付信用卡做押金将信用卡授权卡单附在A客人登记卡后Non-registered guest A pays for in-house guest B by cash Collect enough cash deposit from guest A which should cover the estimated consumption of guest BPolitely invited guest A to sign payment authorization form on theGuest Business Card and leave contact telephone No店外的A客人为住店的B客人付现金押金收取足够的现金请A客人在B客人的登记卡上签付款授权书并留下Non-registered guest A pays for in-house guest B by credit cardTake the imprint of Guest A s credit card with one blank credit card voucherPolitely invite guest A to sign on the credit card voucher and paymentauthorization on guestB s registration cardDeposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling工作职责账目说明 3 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Make remarks备注店外的A客人为住店的B客人付信用卡作为押金印空白的信用卡单请A客人在空白信用卡单上签字在B客人的登记卡上签付款授权书并留下随后将客人签过字的空白信用卡签购单保存在值班经理保险箱并在系统中做备注提醒员工Write down the notice on the registration card and key in the notice in the system like PB outside Mr A VISA4500XXXX voucher in DM Safe 123在登记卡上填全付款说明并根据情况写明备注并在系统中做相应的注明To alert other GSAKeep consistent service is one point of Xxx Hotel Hospitality提醒员工注意PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期 DEPARTMENTFront Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 1 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DOWHY 操作明细工作目的Block rooms priori to the guests who have special requests ie connecting room cornor room etc预留VIP房间Block rooms for early arrivals为早到的客人预留房间Let room controller block rooms for VIP one day before Block rooms from the reservation screen using in Opera to search for the desired room type由Room controller为VIP提前一天预留房间在Opera内使用从预定屏中预留房间以寻求所需房间的类型Block only vacant clean room for early arrivals为早到的客人预留干净的空房间Inform relevant departments for the various amenities requested For example flowers and fruits basket通知有关部门提供所需的各种欢迎品例如鲜花果篮Input DNC in the instruction field in reservation screen for staff special attention在预定屏备注栏输入 DNC 以提请员工注意As far as possible block vacant clean rooms one day before尽可能提早一天预留干净空房To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them 确保VIP客人享有预留房间的优先权以便满足其具体需求并为其预留最好的房间We will ensure our procedures are customer friendly and easy for the customer and staff我们要保证我们的服务程序有益于客人并方便员工To allow each departments to take the necessary actions to prepare the room for the guest让每一个部门采取必要的举措为客人准备好房间To alert everyone that the room blocked should not be changed because items may have been placed in the room提醒各位因为房间内各项备品已放置所以不可更换To ensure that the rooms are ready check-in immediately when guests arrive earlyBY MICHAEL 确保当客人较早到达时可以立即登记入住 PREPAREDZHENGAPPROVED BY MR JAME XI 起草人批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate 职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 2 of3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的Block rooms with no arrival times为未知抵达时间的客人预留房间Block rooms with other know arrival times 为其他已知抵达时间的客人预留房间If vacant dirty rooms are blocked inform housekeeping immediately providing them with the expected time of arrivals 如预留的空房未清洁立即通知客房部以使他们在客人到达的预计时间内做好准备Block vacant clean rooms first for on day arrival 先在当日预留干净的空房If not available block vacant dirty rooms and inform housekeepingimmediately providing them with the expected time of arrivals如果没有干净的空房则预留未清洁的空房并立即通知客房部以使他们在客人到达的预定时间内做好准备Use discredtion and take note of expected arrival times when blocking dirty rooms谨慎处理当预留未清洁房间时记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times通知客房部关于每一间已预留的房间和客人抵达的预计时间So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in客房部首先将这些房间清洁以确保为登记的客人预先准备好房间Guest may check n at any time客人可以随时登记住房So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in以使客房部首先将这些房间清洁以确保为登记的客人预先准备好房间So that vacant clean rooms may be available for any walk-ins以便使任何走进来的客人均有可用的干净空房间In order for housekeeping to schedule the maids to clean the rooms according to the arrival times以便客房部根据抵达时间安排服务员打扫房间 PREPARED BYMICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page3 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation工作台 WHAT TO DO 所需设备工作程序 HOW TO DO操作明细 WHY工作目的Block back to back rooms预留尚未退房的房间Block rooms for elderly guests or disabled guest为年老的客人或残疾客人预留房间Block rooms for single female executives为单身的女商人预留房间Do so only s a last resort Use this method for very late arrival But allow sufficient time for housekeeping to clean the rooms takingintoconsideration the time for them to end their shift只有在别无选择时才如此用于特别推迟抵达的客人给与客房部充足的时间以打扫房间充分考虑到他们完成工作的时间Block rooms on lower floors as well as near to elevator and emergency exits预留房间在低楼层靠近电梯和紧急安全出口Block handicapped rooms为残疾客人优先预留残疾房Block rooms without connecting doors unless specifically requested 除非特殊要求否则预留无连通门的房间Current guest in the room may extend stay or have an unexpected delayed check out目前住在客房内的客人可能延长居留时间或推迟退房结账For easy exit in the event of emergencies as well as for guest抯convenience可以方便客人在紧急事件中容易进出安全出口A connecting door in the room of a single female executive may be perceived as an element of insecurity for them as well as to prevent the unlikely event of someone else opening the connecting door accidentally 单身女商人住在有连通门的房间被视为非安全因素也已防止有偶然打开连通门而发生不愉快事件We will do more for the customer in every customer contact要利用每次同客人接触的机会为客人提供超前的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD04 号码 TASK Bucket check 工作职责检查登记卡 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的To print in house report打印住店客人报表Checking bucket against in house report 按报表检查登记卡Verify and correct all guest details 证实所有客人细节Leave note to Team Leader留交班记录给次日领班Use the computer and generate the printing by the overnight shift GSA员工使用电脑打印出报表夜班Using the in house report check each registration card with the in house rooming report使用住店客人报告与所有登记卡一一对照检查Check each registration card against guest folioDetails such asnumber of paxRate and rate codeBilling instructions根据客人档案核查每一份登记卡如人数房价和房价代码账目说明等Sort out all room discrepancy correct all wrong key-in information before closing the system date在夜审前修改所有错误信息If there is something not solvedLeave the details note regarding those mistakes if has to the next day Team LeaderTeam Leader will do the follow up将错误的细节留给次日领班以便继续跟进For reference供参考To ensure that all in house registration cards available and are placed accordingly in the bucket by room number Take care of guest information确保所有登记卡根据房号次序放置在登记卡盒中无一遗漏并确认报表中和登记卡中客人信息相符To ensure accuracy of record so as to provide precise service 确保纪录的准确性Proper shift hand over良好的交班制PREPARED BY MICHAEL ZHENG 起草人 APPROVED BY MR RAY ZHOU 批准人POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk前厅部 JOB TITLE Guest Service 部门Associate职称前台职员 TASK NO FD 05号码 TASK Cash depositcollection工作职责收取现金押金 1 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Calculate amount of deposit 计算押金额Tell guest deposit amount告知客人总额Receive money from guest收取现金Calculate amount of deposit accurately amount of deposit shouldcover the room charge during guest staying and estimated miscellaneous consumptionFormula is Room rate per night x total room nights x 15 total amount of deposit根据公式计算客人在店期间预计消费的额度房费入住天15 注此为参考数据会根据房价面确定收取押金额If guest pay deposit for extension ask for estimated departure date before calculate deposit如果客人为延住付押金确定延住天数Politely tell guest deposit amount we should collect by saying MrMrs XX would you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out If there deposit rest we will refund them to you upon check out礼貌告知客人总额结账时押金多退少补Use two hands to receive money from guest and carefully andefficiency count it in front of guest any question on the money eg amount of money unacceptable money contact guest immediately As well as say MrMrs XX I have received your RMB XX deposit thank you After you finish counting and accept itProtect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit保护酒店利益Get detail information can assist us to provide precise service 得到确定信息Clearly describe the accurate deposit amount we will collect to let guest have clear understanding and also explain the reason why this amount collected by us Anticipate for guest request and caring about guest inquiry清楚告知客人押金总额和收取此金额的解释Any question regarding money solve it immediately with guest and in front of guest Clearly confirm with guest how much you receive from guest by speaking out to guest Avoid any dispute occurred in future PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 05号码 TASK Cash deposit collection工作职责收取现金押金 2 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Key into the system and write the cash deposit receipt押金输入系统开押金收据给客人Describe deposit terns to guest向客人解释押金条款Double check the posting to make sure you key in correctly再次检查系统中输入的准确性Extend for guest in computer在系统中延期用双手接过现金在客人面前清点清楚如果金额数不对或对不可接受的钱币必须立即当面同客人讲清Key into the system at once and write the cash deposit receipt for the guest right now then ask guest sign on the receipt Finally sign your own signature押金收据须客人和员工双方签字确认并立即将押金输入系统Clearly describe deposit refund terms to guest by saying MrMrs XX would you please read these clause to see if it is correct thank you 向客人解释押金收取及退还的具体条款After guest leave front desk double check deposit into computer immediately客人离开柜台后立即再次确认系统中输入的准确性If guest pay deposit for extension extend for guest in computer and make the new key after collecting deposit如客人为延住客人确保在系统中为客人延住并作新钥匙任何有关现金的问题必须当面立即解决避免以后发生不必要的纠纷Let guest clearly understand terms content to avoid any dispute in future让客人清楚理解避免今后纠纷发生Avoid forgetting posting so as to affect any upset to guest caused by deposit谨防忘记输入电脑Update information in computer更新信息PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 05 号码 TASK Cash deposit collection工作职责收取现金押金 3 of 3 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Note 注意If guest pay foreign currency as deposit客人付外币作为押金Calculate amount of deposit accurately the same as aboveExchange rate should follow the foreign currency exchange list人民币押金总额计算同上所述外币总额依照每天外汇牌价计算得出Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon COPolite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit外币不可直接用于结算除非在退房时兑换成人民币或改用其他方式结算向客人礼貌的解释外币只是作为押金在入住期间存放前台Write a formal foreign currency receipt and pass one copy to guest State that the foreign currency will be returned to guest after settling bill with receipt开据外币押金收据给客人客人结清账目后凭收据退还外币押金The foreign currency deposit should be sealed in envelope withdetails on the cover including guest name room no duration which foreigncurrency and amount by FD SA then kept in Service Manager Safe Deposit Box during guest stay外币押金由收取押金的前台员工放在信封中密封将细节客人姓名房号入住期间外币种类金额在信封上注明交给服务经理在客人入住期间存放在保险箱内CO message should be left Pay USD20000 as deposit kept by SM在离店信息中输入收取美金200元作为押金存放宾客服务经理处Make sure to count and check the foreign currency in front of the guestbefore collecting Avoid any dispute occurred in future 确保在收取现金前在客人面前检查外币和数清金额避免今后发生争执PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOMSIGNATUREDATE 职位签字日期 POSITON GMSIGNATUREDATE 职位签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 1 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Greets guest问候Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact得到客人姓名Collect the room voucher by two hands and check reservation in computer收取入住单Greets guest upon guest approach front desk counter with smile by saying Nin Hao welcome to Traders Hotel Kun ShanMay I help you SirMadam使用标准用语问候客人If guest has reservation politely inquire guest name by saying May I have your last name sirMadam得到客人姓名后查询预定Find out reservation immediately in computer politely require guest room voucher and confirm the information including guest name arrival and departure date room type and payment etc If fail to find out try other way eg use guest company name or travel agency name to check in computer By saying Mr XX May I have your company name or may I know thecompany you made your booking with If still fail to find let the guest check in first and follow up after check in找到预定后收取入住单确认入住单上的信息是否与系统中一致如果用名字无法查到预定使用旅行社或公司名字查找如果仍无法找到预订先为客人登记随后再跟进Note Never say to guest Noreservation even if reservationcan not be found in computer Useguest company contract rate and guest preference to check in guest at firstPresent our courtesy and kindly service at first time 留下良好的第一印象Clarify guest is walk in guest or with reservation So that you can check the reservation in computer确认客人是否有预定Locate reservation immediatelly try to provide efficiency service to guest at first time and every single time为客人提供有效快捷的服务Be flexibility 灵活PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 2 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirm room type with politely manner and smile eye contact确认房态Advise guest from getting R card告知客人去取登记单注意不要同客人讲没有预订即使预定无法找到使用客人公司价根据客人喜好先为客人登记入住If VIP or Golden Circle guest refer to GRO immediately By saying Mr XX please wait for a moment our guest relation officer will show you the way to the room Or if GRO is busy follow Golden Circle s standard to service the guest如果是贵宾或金环会成员立即通知宾客关系主任接待如他她繁忙根据接待贵宾标准工作程序接待客人Confirm room type and period with guest according to reservation by clearly descriptionBy saying Mr XX you have booked our deluxe king size room is it correct同客人确认房态和入住天数By saying Just one moment Mr XX I m just going to get youregistration card Draw out pre-registered registration card and prepared rwelcome booklet from reservation form holding box去取登记单时告知客人If guest request non-smoking room please follow up in the system and key in the guest profile so we can meet guest s needs in the future Clearly confirm detail with guest to avoid making guest feel confusedmeanwhile let guest feel our genuine service 确认细节时刻人感受我们真诚的服务In order to avoid the guest confusion and show care 避免客人产生误会PREPARED BY MICHAEL ZHENGAPPROVED BY MR RAY ZHOU 起草人批准人 POSITIONFOMSIGNATUREDATE 职位签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 3 of 5 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Check in guest in computer在系统中办理入住手续Collect ID card Business card for registration收取证件和名片登记Fill registration card填写登记单Confirm and collect the payment付款方式If very frequent guest no need confirm type and rate all the time do according to the profileIf there is detail profile in the system do not collect business card again客人的要求应被记入系统使客人下次光临时我们提前满足其要求常客不需要每次都确认细节资料很全的客人不须再要名片Check in guest in computer在系统中办理入住手续Politely collect guest ID cardBusiness card for registration Use two hands to receive guest ID cardbusiness card By saying Mr XX may I have your passport and business card for reference Thank you礼貌的要求证件和名片登记Clearly neatly accurately and efficiency fill in the registration card for guest清楚整齐准确快速填写登记单Politely collect payment from guest by saying Mr XX how would you liketo settle your incidental paymentIf it is credit card quickly take in print If paid by cash collect 500 RMB per day for cash deposit 收取杂费押金五百元Avoid forgetting check in guest in computer 避免忘记在系统中登记Fill in registration for guest to show our Asian hospitality 帮助客人填写登记单Avoid to letting guest wait for too long time Do more for our customerin every customer contact避免使客人等候太久Advance deposit should be collected to protect hotel benefit 押金收取保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher工作职责持旅行社入住券入住 4 of 5 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirmation information with guest确认信息Present welcome booklet and necessary items to guest 分发钥匙Inform the GSA-concierge通知礼宾部Ask if guest need any thing help提供更多服务Offer Service Center information if need 如需要提供服务中心信息Complete check in完成登记Confirm guest name room number arrival date depature date with guest 确认所有入住信息Use two hands to present welcome booklet and necessary items toguest用双手给客人分发钥匙Inform SA-Concierge the room number通知礼宾部客人房号Ask if guest need any else help by saying MrMrs XX Is there anything else I can do for you询问客人是否需要更多帮助Identify GSA-reception self and offer guest service center extension number by saying MrMrs XX our guest service center extension is 3 please call us anytime if you need our help前台员工介绍自己并提供服务中心电话分机Introduce GSA-concierge to guest and wish guest a pleasant stay By saying MrMrs XX this is Jack from concierge he will show you to the room wish you have a pleasant stay介绍礼宾部员工给客人并祝客人入住愉快Care for guest understanding on every detail information让客人了结所有相关信息Do more for the guest为客人多做Anticipate new guest request to help new guest familiar with the hotel service center预见客人需求Use team work to consistently serve guest运用团队精神为客人提供持续的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TAvoucher工作职责持旅行社入住券入住 5 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Sign on registration card签字Get approval code for credit card 信用卡授权Do routing in the system在系统中做routingAttach TA voucher with RC附入住卷在登记卡单后Attach items附卡单GSA-reception sign on registration card前台员工在登记卡上签字确认If the guest pays by credit card input credit card number into EDC machine to get approval code upon guest check inIf the credit card is declined ask guest to change payment by saying MrMrs XX I am very sorry to inform you that after checking with the bank we can t get approval code for your credit card would you please change to another payment thank you使用EDC要取信用卡相应授权如果EDC不接受客人信用卡要求客人换卡或更改付款方式Do routing according to the bill instruction in the system after check-in system根据付款说明在系统中做做账目说明Attach TA voucher with RC and pass to Credit Mananger on daily basis to get authorization附入住卷在登记卡单后交给信贷部经理授权挂账Attach registration card with EDC voucher together将信用卡授权卡单附在登记卡后For future using公安局登记制度Check the credit card limit检查信用卡额度We dont tell guest hisher credit card is declined because we should give guest faceUnder this situation we should be very careful to talk to guest在信用卡不被接受的情况下不要直接同客人讲信用卡被拒收应小心措辞要求客人更换付款方式If the billing has been paid by theTA to avoid divulge room rate to the gust以防在结账时将旅行社应付费用让客人得知Credit Manager will double check it again to make sure everything is correct信贷部经理复查所有相关资料确保无差错For filing存档PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM。
酒店接待服务、行李服务流程英语
酒店接待服务、行李服务流程英语下载温馨提示:该文档是我店铺精心编制而成，希望大家下载以后，能够帮助大家解决实际的问题。
文档下载后可定制随意修改，请根据实际需要进行相应的调整和使用，谢谢!并且，本店铺为大家提供各种各样类型的实用资料，如教育随笔、日记赏析、句子摘抄、古诗大全、经典美文、话题作文、工作总结、词语解析、文案摘录、其他资料等等，如想了解不同资料格式和写法，敬请关注!Download tips: This document is carefully compiled by theeditor.I hope that after you download them,they can help yousolve practical problems. The document can be customized andmodified after downloading,please adjust and use it according toactual needs, thank you!In addition, our shop provides you with various types ofpractical materials,such as educational essays, diaryappreciation,sentence excerpts,ancient poems,classic articles,topic composition,work summary,word parsing,copy excerpts,other materials and so on,want to know different data formats andwriting methods,please pay attention!Title: The Essence of Hotel Reception and Luggage Service: A Seamless Process in EnglishIn the hospitality industry, the first impression is crucial, and it often begins at the hotel reception. The reception service is the face of the hotel, setting the tone for the guest's entire stay. It epasses more than just checking guests in and out; it's about providing a warm wee, efficient service, and ensuring a smooth and memorable experience.Upon arrival, guests are greeted by the reception team with a friendly smile and a prompt "Wee to [Hotel Name]". The receptionist then proceeds with the check-in process, verifying the guest's identification, reservation details, and payment method. This is also the time when the receptionist offers information on hotel amenities, services, and local attractions.Simultaneously, if the guest has luggage, the hotel's bellman or porter steps in. They offer assistance with luggage, escorting guests to their rooms, and ensuring that their belongings are safely transported. This is an integral part of the luggage service, aimed at making the guest feelfortable and cared for from the moment they step through the door.The luggage handling process follows a systematic procedure. The porter collects the luggage, tags it with the guest's room number for easy identification, and stores it securely until the room is ready. Once the room is prepared, they deliver the luggage directly to the guest's doorstep, ensuring privacy and security.If a guest needs to store their luggage after check-out, the hotel provides a baggage holding area. The porter retrieves the luggage when the guest is ready to depart, and it's loaded into a taxi or shuttle,pleting the luggage service.The reception service extends beyond check-in and check-out. Throughout the stay, the reception desk acts as a one-stop solution for any guest queries or requests, be it room service, housekeeping, or information on local attractions. Their goal is to anticipate and fulfill guest needs promptly and professionally.In conclusion, the hotel reception and luggage service form the backbone of a hotel's operational efficiency and guest satisfaction. It's a delicate balance of professionalism, warmth, and attention to detail that makes all the difference in creating a memorable stay. By understanding and executing these services effectively, hotels can ensure a seamless experience for their guests, fostering loyalty and positive reviews.。
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 Service ProcessIntroduction:Hotel reception service and luggage service are two vital components of the hospitality industry. Reception service is often the first point of contact for guests when they arrive at a hotel, while luggage service ensures that guests' belongings are safely transported to their rooms. In this document, we will discuss the processes involved in providing excellent reception and luggage services in a hotel.Reception Service Process:1. Greeting Guests:The receptionist should welcome guests with a warm smile and greet them politely. They should inquire about the guests' reservation details and check them in efficiently.2. Check-In Process:The receptionist should ask guests to fill out any necessary forms and provide them with key cards for their rooms. They should also inform guests about hotel facilities, amenities, and any special events taking place during their stay.3. Room Allocation:The receptionist should assign rooms to guests based on their preferences and any special requests they may have made. They should then give clear directions to the room and offer assistance with luggage if needed.4. Payment Processing:The receptionist should collect payment for the room and any additional services the guest may have used during their stay. They should issue a receipt and explain any charges on the bill.5. Check-Out Process:When guests are ready to check out, the receptionist should process their payment, check the room for any damages, and return any deposits that were collected at the time of check-in.Luggage Service Process:1. Greeting Guests:The bellhop should greet guests at the door, introduce themselves, and offer to assist with their luggage. They should ask the guest's surname and room number to ensure the luggage is delivered to the correct room.2. Handling Luggage:The bellhop should handle the guest's luggage carefully, ensuring that fragile items are properly wrapped and secured. They should also use a luggage cart if necessary to transport multiple bags at once.3. Escorting the Guest:The bellhop should escort the guest to their room, carrying the luggage and ensuring it is placed in the designated area. They should also inform the guest about the hotel's facilities and services along the way.4. Departure Assistance:When guests are ready to check out, the bellhop should assist with loading the luggage onto a cart and transporting it to the lobby. They should bid farewell to the guest and offer assistance with hailing a taxi or arranging transportation to their next destination.Conclusion:Providing excellent reception and luggage services is essential for creating a positive guest experience in a hotel. By following the processes outlined above, hotel staff can ensure that guests feel welcomed, comfortable, and well taken care of during their stay. Effective communication, attention to detail,and a friendly attitude are key components of successful reception and luggage services.。
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."。
酒店接待外宾流程及注意事项
酒店接待外宾流程及注意事项(中英文版)Title: Procedure and Precautions for Receiving Foreign Visitors at a HotelTitle: 酒店接待外宾流程及注意事项In the hospitality industry, receiving foreign visitors requires a well-structured protocol to ensure their comfort and safety.The following procedure and precautions outline best practices for hotel staff to follow.在酒店业，接待外宾需要有一套完善的程序来确保客人的舒适和安全。
以下的外宾接待流程及注意事项概述了酒店员工应遵循的最佳实践。
Upon arrival, the receptionist should greet the foreign guests with a warm welcome and assist with check-in.It is crucial to smile, be polite, and make an effort to understand their needs.外宾抵达时，接待员应以热情的欢迎语迎接，并协助办理入住手续。
保持微笑，礼貌周到，努力理解他们的需求至关重要。
Upon check-in, the receptionist should explain the hotel"s facilities and services, including breakfast times, room service, and gym access.This helps the guests feel at home and aware of their options.办理入住时，接待员应向客人介绍酒店的设施和服务，包括早餐时间、客房服务以及健身房的使用。
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vlp接待流程
酒店vlp接待流程英文回答：VLPS VVIP/VIP GUEST RECEPTION PROCESS.1. Arrival.Greet the guest at the hotel entrance.Address the guest by their name, title, and VIP/VVIP status.Offer assistance with luggage.Escort the guest to the reception desk.2. Check-In.Check the guest's identification and reservation.Provide the guest with a welcome amenity, such as a gift basket or fruit platter.Briefly explain the hotel's amenities and services.Assign the guest to their room or suite.3. Room Presentation.Escort the guest to their room or suite.Present the room key and provide a brief overview of the room's features.Ensure that the room is clean, well-stocked, and meets the guest's expectations.4. VLP Concierge Service.Provide the guest with a dedicated VLP concierge to assist with any requests or needs.The VLP concierge should be available 24/7 to address any guest inquiries.The VLP concierge can arrange for various services, such as restaurant reservations, transportation, or booking tours.5. Communication.Communicate regularly with the guest to ensure their satisfaction.Check in with the guest every day to inquire about their needs or if they have any concerns.Provide the guest with a direct line to the VLP concierge or other hotel staff for immediate assistance.6. Departure.Assist the guest with checkout.Offer assistance with luggage and transportation arrangements.Thank the guest for their stay and express appreciation for their loyalty.中文回答：贵宾接待流程。
接待外宾酒店食宿流程
接待外宾酒店食宿流程(中英文实用版)Task Title: Reception and Accommodation Procedure for Foreign Visitors at a HotelTask Title: 接待外宾酒店食宿流程The reception and accommodation procedure for foreign visitors at a hotel involves several steps to ensure their comfort and satisfaction throughout their stay.接待外宾酒店食宿流程包括多个步骤，以确保外宾在整个住宿期间感到舒适和满意。
Upon arrival, the hotel staff should greet the visitors warmly and assist them with their luggage.They should then escort them to their designated rooms, ensuring that the accommodations meet their expectations.外宾到达时，酒店员工应热情地迎接他们，并帮助他们搬运行李。
然后，他们应带领外宾前往指定的房间，确保住宿符合他们的期望。
The hotel should provide a comfortable and clean environment, with properly functioning amenities such as air conditioning, heating, and internet access.Additionally, the staff should be attentive to the visitors" needs and respond promptly to any requests or inquiries.酒店应提供一个舒适、干净的环境，配备适当的设施，如空调、暖气和互联网接入。
接待服务流程英文
接待服务流程英文English:The reception service process involves several key steps to ensure that guests are welcomed and attended to properly. Firstly, it is important for reception staff to greet guests warmly and professionally as they arrive. This sets the tone for their entire stay at the establishment. Next, reception staff should efficiently check-in guests, providing them with necessary information about their accommodation and any additional services or amenities available. Throughout the guest's stay, reception staff should be readily available to answer any questions or address any concerns that may arise. It is also important for reception staff to check-out guests in a prompt and courteous manner, ensuring that they have had a pleasant experience and are satisfied with their stay.中文翻译:接待服务流程涉及若干关键步骤，以确保客人受到适当的欢迎和关照。
外宾接待中英文版
外宾接待中英文版第一篇：外宾接待中英文版(Re-刘娇 Dr.Lee-李梅)At the gate of the hotel,the receptionist calls the Dr.Re:Hello,I’d like to speak to Dr.Lee,please.Dr:Speaking.Re:This is lavinia speaking, the receptionist of scholar group for the Third NanjingEnglish academic exchange meeting.I will waiting for you at the hotel gate.Dr:okay,thank you.The car arrived the receptionist opens the door and takes Dr’s briefcase.Re: It’s nice to meet you, doctor, I'm lavinia, I have called you before.This is my business card, thank you for attending our meeting.You must be tired in the way.Ihave heard that your visit to nanjing will stay 2 days.In this period, if you needany help ,please call me.Dr: Thank you very much , this is mine.Introducing the Dr to the hotel lobbyRe: This is what we should do.Doctor, could you please give your passport to me? I'llhelp you check in.Dr: Yes, please.Re: Dr.Lee, please take a break here.Dr: okay.Thanks.The receptionist check in and get the room card Re: Dr.Lee,I'm sorry to have kept you waiting, this is your room card, in the 11 floor，room1106.Dr: okay, thank you.Re: This hotel located in the center of the city, you can overlook the night scenery ofwhole Nanjing.There is a gym in the 6 floor, you can get exercise in the evening.Dr: Sounds great.By the way,where is the restaurant? Re: In the fourth flour,you can call the front desk at any time if you have any questions.Dr:okay.Walking to the elevator Re: There is 2 hours left before the meeting start, I willnot bother you.You can get arest first,I will wait for you in the lobby after 1 hour 40 minutes.Dr: Okay,that's very kind of you, see you later.Re: You are welcome,see you.（Re-李梅 Dr.Lee-刘娇）One and half an hour later,in the hotel lobby.Re: Hello, Dr.Lee.Are you satisfied with the room? Is there any problem? Dr: Oh,it's great, could you please find a steam iron for me? Because I have to ironmy suit.Re: No problem, I'll arrange and send to your room at 9 pm.Is that okay? Dr: Yes，thank you.Receptionist and Dr.Lee walk to the elevator, the receptionist press the elevator buttons and advanced Dr.Lee entered the elevator.After arrived the floor of meeting room,Dr.Lee comes out first and the receptionist catches up.Re:Dr.Lee, this is our meeting hall, please follow me to sign up.Dr: okay.The receptionist phone rang at this moment, receptionist first turn the phone to silent.Re: Doctor, I'm sorry, I have to answer a phone.Dr: It doesn't matter, please.Receptionist walk to the corner, answer a brief phone in a low voice and come back.Re:Sorry to have kept you waiting, let's go to check-in, please.The receptionist go to the sign-desk , and help the Dr.get the attendance card.Then lead the Dr.into the conference hall and find the seat for Dr.LeeRe: doctor, this is your seat, and there is material for the conference.Dr: okay, thank you very much.Re: Not at all,by the way,do you have the prohibited food?Our assocition caters a banquet at 6:00pm,we try to be accessible and listen when people have dietary restrictions.Dr: Everything will be okay except the sea food because I 'm allergic to it.Re: Fine.There is five minutes before the meeting,you can look this material first, I'llbe leaving now, you can call me at any time if you have any questions.Dr: Okay,it's very king of you,thank you.第二篇：如何接待外宾关于邀请的方式。
高级vip餐饮接待流程
高级vip餐饮接待流程English.Pre-Arrival.Confirm guest arrival time, dietary restrictions, and special requests.Prepare a personalized welcome message and gift.Assign a dedicated team of staff to cater to the guest's needs throughout their stay.Arrival.Greet the guest warmly and escort them to their designated VIP suite or dining area.Present the welcome message and gift.Conduct a brief tour of the restaurant or suite, highlighting amenities and services.Dining Experience.Offer a curated menu featuring the restaurant's finest dishes.Pair dishes with exquisite wines and beverages.Provide detailed descriptions of each dish and its ingredients.Ensure that all courses are served timely and in the desired order.Table Etiquette.Demonstrate impeccable table manners.Use appropriate cutlery and glassware.Maintain a respectful and professional demeanor.Assist guests with any dietary or beverage requests.Attention to Detail.Pay close attention to the guest's preferences.Anticipate their needs and provide solutions proactively.Engage in polite conversation, but avoid being overly intrusive.Ensure the dining experience is tailored to theguest's individual tastes and expectations.Post-Dining.Thank the guest for their patronage.Offer assistance with any further requests, such astransportation or reservations.Follow up with the guest via email or phone to express appreciation and inquire about their satisfaction.中文回答：高级 VIP 餐饮接待流程。
(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。
度假酒店vip接待流程
度假酒店vip接待流程英文回答：VIP Guest Reception Process for Resort Hotels.1. Pre-Arrival Communication.Send a personalized welcome letter to the guest, acknowledging their VIP status and providing essential information about the hotel and its amenities.Contact the guest to arrange airport transfers or other transportation services.Inquire about any special requests or preferences the guest may have, such as preferred room type or dining options.2. Arrival.Upon arrival at the hotel, greet the guest warmly and escort them to the VIP check-in area.Offer a welcome drink or refreshment.Present the guest with a welcome gift, such as a fruit basket or champagne.Assign the guest to a dedicated VIP guest relations representative who will assist them throughout their stay.3. Room Accommodation.Upgrade the guest to a complimentary suite or preferred room category.Prepare the guest room with personalized amenities, such as flowers, candles, or a handwritten welcome note.Provide the guest with a complimentary minibar and amenities kit.4. Personalized Services.Offer the guest a complimentary breakfast in their room or at the hotel restaurant.Arrange for exclusive dining experiences, such as private dinners or wine tastings.Provide access to the VIP lounge or other exclusive areas of the hotel.Offer complimentary spa treatments or fitness classes.5. Departure.Assist the guest with checkout and ensure a smooth departure process.Thank the guest for their patronage and extend an invitation to return.中文回答：度假酒店VIP接待流程。
vip客户用餐接待流程
vip客户用餐接待流程English Answer：VIP Dining Reception Procedure.1. Pre-Arrival.Confirm reservation details with VIP guest, including time, date, number of guests, and any special requests.Assign a dedicated staff member to serve as the VIP host.Prepare the VIP area with appropriate amenities (e.g., comfortable seating, fine linens, exclusive table setting).2. Arrival.Greet the VIP guest warmly and escort them to the VIP area.Introduce the VIP host and other staff members.Offer a welcome beverage and refreshments.3. Dining Experience.Ensure the VIP guest has a memorable dining experience.Provide attentive service, including:Prompt and courteous order taking.Expert recommendations on menu items.Regular check-ins on satisfaction.Monitor the progress of the meal and address any needs promptly.4. Special Requests.Accommodate any special requests from the VIP guest, such as:Dietary restrictions.Custom menu items.Special entertainment or amenities.5. Departure.Express gratitude for the VIP guest's patronage.Request feedback on the dining experience.Offer assistance with any transportation or other needs.Additional Considerations.Maintain confidentiality and discretion throughout the VIP dining experience.Respect the VIP guest's time and privacy.Provide a luxurious and unforgettable dining experience that exceeds expectations.中文回答：贵宾客户用餐接待流程。
接待办理入住的简易流程英语
接待办理入住的简易流程英语English:Upon arrival, guests will be greeted by our reception staff who will assist them with the check-in process. Guests will be asked to provide identification and may need to fill out a registration form with their personal details. Our staff will then verify the reservation details and allocate the appropriate room based on availability and guest preferences. After the necessary paperwork is completed, guests will receive their room key and be directed to their accommodation. During the check-in process, guests will also be informed about the hotel's facilities, services, and any relevant policies or regulations. If guests have any special requests or requirements, our reception staff will do their best to accommodate them. Once guests are settled in their rooms, they can enjoy their stay and make use of the amenities provided. Throughout their stay, our reception staff will be available to assist with any queries or assistance guests may require.中文翻译:抵达时，客人将会受到我们接待人员的问候，他们将协助办理入住手续。
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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。
5. Rooms for VIP guests must be ready upon the guest’s arrival; GSM has the responsibility to monitor the room status.贵宾房间在客人抵店前必须准备好，客务服务经理有责任掌控。
Policy:程序:1. Any member of Management or any other associate may recommend a person as VIP status. In certain cases, external sources will request their guests for special attention.无论饭店管理人员或普通员工都可以推荐某位客人为贵宾。
某些特殊情况下，店外订房者也可向饭店申请把他们的客人做为贵宾接待。
2. Any member of Management or any other associate may recommend a person as VIP status. In certain cases, external sources will request their guests for special attention. Apart from the General Manager, the following members of Management can approve VIP status:- Excom Member- Department Heads- Guest Service Manager, in the absence of the Management above and when required for guest relations申请要以书面的形式提交饭店管理层。
除总经理外，以下管理人员也可批准：- 行政委员- 部门经理- 客务服务经理在以上人员不在或宾客服务需要时，也可批准3. Special VIP guest should be advised to the General Manager如有特别重要客人抵达，要向总经理汇报。
4. All specials amenity for VIP guests including welcome gift, treatments, GM meeting and greeting and transport arrangements etc will be entered into the Opera special codes field所有贵宾到达时的特殊要求包括欢迎的礼物，特别待遇，总经理的接待和问候和接送机的安排等要输入运行特殊代码内。
5. During “ Arrival Meeting”. GSM checks all details are correct, including guest name, company details and billing instructions etc one day before guest arrival. Then prepare welcome letter for arrival VIP.在贵宾到达的前一天，中班的“预到客人会议”必须检查所有细节的正确，包括客人的姓名、公司的详情和客人的特殊要求等详情。
之后打印相关的欢迎贵宾的客信。
6. GSM prepares the vacant clean rooms well for the next day if it is possible. As sign rooms according to the guest’s preference and special requests.在住房率允许的情况下贵宾房间在客人到达的前一天分房。
分房时根据客人的喜好及要求，尽量不要分配角落及吵闹的房间.7. Night Shift GSM prepares RC and two keys for arrival VIPs. Ensure the keys for VIP are usable.在贵宾到达的前一天夜班，打印临时入住登记单，配置两张钥匙卡，同时有效期必须比客人预离店日期多一天。
8. The VIP list for arrivals must be reviewed first in the morning briefing and reviewed for any special attention at the daily operations meeting.每天早班客务服务经理必须阅读预抵贵宾报表，并将需要特殊注意的事项在班前会上提出。
9. When room attendant get the VIP room number, they should first prepare it. The Assistant Housekeeper should check the VIP room after shiftleader checks to make sure the VIP room is in good condition.管家部每天都会打印预抵贵宾的房号，当服务员得到贵宾的房号后，应该首先准备贵宾房间。
在楼层主管查过之后助理管家应该再去检查一遍，以确保贵宾房间保持良好的状态10. If there is a problem with the assigned room that will not be able to be repaired in time, then Reception must be advised as soon as possible so that another room can be allocated and the relevant departments can be given enough time to move the various items requested.如果房间设施损坏又不能及时修理，马上通知前台换房，以便给其它相关部门充足时间更换礼品。
11. With Assistant Housekeeper cooperation, the florist attendant will set up the flower (different size) according to the different VIPgrade on the different place depending on the room type .助理管家将会根据不同级别的贵宾赠送相应的花蓝，并根据房间类型的不同，放在房间内相应的位置。
12. Usually the VIP room should be prepare well before one hour according to the expected arrival time If there is no expected arrival time for VIP, the room should be prepared well at least before 12 o’clock in the afterno on.通常贵宾房间应该在客人预抵饭店的一个小时之前准备好。
如贵宾房间没有预抵时间,房间应该最迟在12:00点之前准备好。
13. When the VIP room is checked by the last person in the Housekeeping, the room status should be changed into Vacant Clean.当贵宾房间被管家部的最后一个人检查后，房间的状态应该变成干净的可用房14. When the room allocated is “Vacant inspected” by housekeeping, Assistant Housekeeper will take the responsibility to check the room amenity and condition. Guest Service Manager must ensure assigned the room remains unchanged.当管家部将房态置为“干净空房”时，楼层必须检查房间状况和物品摆设，客务服务经理需在电脑输入“警示”保证房间不被任意改动。
15. Bellboy delivers newspaper to the room and In-room Dining send the related amenities by 12:00pm.行李生必须在12:00以前把报纸送入房间。