酒店前台接待日常用语(共5页).doc

精选优质文档-倾情为你奉上酒店前台接待日常用语Part 1 salutation     第一部分 问候1. Welcome to our Hotel . Im *, what should I call you, please?欢迎光临我们酒店。我是*，请问我该怎么称呼你呢？2. Good morning/afternoon/evening, Sir/Madame. What can I 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 .Our telephone is 0001/0002.如果你有任何需要，请随时联系我们。我们的内线电话是：0001、0002Part 2 Helping to Check-in第二部分 帮助入住1. Do you have a reservation? Can you tell me the name of the book?请问您有预定么？可以告诉我您预订的的名字么？2. .How many nights will you stay this time?这次入住您会住多少天？3.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。请问您是要分开付押金还是一起付呢？4.Would you please give me your passport/ID card and credit card ?, Ill return them to you right away after the check-in procedure.请把您的护照/身份证和信用卡交给我。办完入住手续后，我会马上归还给您。5.Please have a seat for a while Ill 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。6. Here is your room key and the breakfast coupon. Would you please sign here?这是您的房卡和早餐券。请您在这里签个名好吗？7. Please leave your contact way.请您留下联系方式。8.Please 7: 30-8: 30 to two floor of the restaurant for breakfast请您早上7:30-8:30到二楼餐厅用早餐。9.Here are your passport and the credit card . You can go up to the room now I hope you enjoy your stay with us.这是给回您的护照和信用卡。现在您可以上房间了。希望您在这里居住愉快。Part 3 Providing Service During Staying第三部分 居停期间提供服务Regular Service常规服务(1) Please wait a second. Your room number is *. 请稍等一下。你房间的电话是*。(2) Because   so please be careful.今天外面在下雨，地面很滑走路时请多加小心。(3) Its better for you to wear more clothes, because its pretty cold outside.外面天气很冷，你最好穿多些衣服。(4) You look tired,Youd better go to bed earlier tonight if you can.你看上去很累，今晚最好早点休息。(5)This is your 7 : 30 wake up service, wish you live happy!这是您7:30的叫醒服务，祝您居住愉快！Internet Service网络服务(1) There is a little trouble in the computer service center, so the Internet is disconnected temporarily. Please wait a while, Itll be recovered soon.对不起，酒店的电脑服务中心出现了一点小故障，房间暂时不上了网，请稍候一下就会恢复正常。(2) Ok, Ill arrange a computer engineer to help you.好的，我马上安排电脑员上去帮您。第四部分 道歉1. Im very sorry. There could have been a mistake, and I do apologize for that.很抱歉。出了错误，我应当道歉。2. I assure you it wont happen again.我保证此类事情不会在发生。3. I do apologize for inconvenience on behalf of our hotel.对您造成的不便，我谨代表酒店向您道歉。4. Im sorry to tell you that your medicine bottle (cosmetic bottle) was broken by accident . I sincerely apologize for that.非常抱歉，服务员在为您清理房间时，不小心打碎了你的药瓶（化妆品瓶子）。5. Im sorry to hear that. Thats unusual. Ill look into the matter at once.很抱歉，这很不寻常，我立刻去调查一下。6. Im very sorry .I hope youre not hurt Please forgive me.对不起，你没事吧，请原谅我。7. Im terribly sorry Please do accept our apology. Well do our best.请接受我们的道歉，我们会尽快想办法。8. Im sorry for that. I will ask the repairman to fix it now.真是抱歉，我马上安排人去修理。Part 5 The Damage第五部分 赔 偿1. Im afraid youll have to pay for the damage.恐怕您得赔偿损失。Im afraid you have to pay for the broken chair according to the hotel policy.根据酒店规定，恐怕你要对弄坏的椅子做出赔偿。2.The indemnity for the burned carpet is 100 Yuan.损坏地毯的赔偿是人民币100元。3.Im sorry to inform you that we have to charge you 100 Yuan for the bloodstainson your bed linen.我很遗憾地告诉你对于床单上的血迹我们要收取100元特别洗涤费。Part 6 Expressing Appreciation第六部分 道谢1. Thank you for your kind understanding.谢谢您的理解。2. I would like to thank you for your great support for our hotel.非常感谢您对我们酒店的大力支持。Part 7 Check out第七部分 退房1. Hello, do you want to check out?您好，请问您是要退房吗？2.My I have your room number?请问您是哪个房间？3.请Would you please show me your room card and receipt, thank you您出示您的房卡和押金单，谢谢4Just a minute , please.请稍等。（报值台查房并打印账单）5. Sorry to have kept you waiting, this is your spending bills, please check it, if there is no problem, please sign here, thank you对不起让您久等了，这是您的消费单，请您核对一下，如果没有问题请您在此处签字确认，谢谢6 Do you need the invoice? What is your invoice to individual or unit?请问你需要开发票吗？请问您的发票抬头是个人还是单位？7 Please list the margin of unit name, thank you麻烦您在清单的空白处写下单位名称，谢谢8.Sorry, to keep you waiting, this is your invoice and balance, please keep.对不起，让您久等了，这是您的发票和余额，请您保管好。Part8 Say Goodbye第八部分 道别1. Wish you a pleasant journey! 祝您旅途愉快！2. I assure you that everything will be right next time you come.我保证你下次光临时，一切都会妥妥当当。3. Im looking forward to seeing you again. Good luck！我期盼再次见到你，祝你好运！4.Good Bye, and hope to see you again.再见，希望再见到您基本礼貌用语称呼语：小姐、夫人、太太、先生等。欢迎语：欢迎您来我们酒店、欢迎您入住本楼、欢迎光临。问候语：早上好（上午11点以前使用）、您好（其他时段通用）、晚上好（晚上7点以后使用）祝贺语：祝您节日愉快、祝您圣诞快乐、祝您新年快乐、祝您生日快乐、祝您新婚快乐、祝您新春快乐、恭喜发财。道歉语：对不起、请原谅、打扰您了、失礼了。道谢语：谢谢、非常感谢。答应语：是的、好的、我明白了、谢谢您的好意、不要客气、没关系、这是我应该做的。征询语：请问您有什么事？我能为您做什么吗？需要我帮您做什么吗？您还有别的事吗？您喜欢/需要/能够/请您，好吗？基本礼貌用语11字：您好、请、您、谢谢、对不起、再见。常用礼貌用词5个：请原谅、没关系、不要紧、别客气、您早。在原则性、较敏感的问题上，态度要明确，但说话方式要婉转、灵活，既不违反酒店规定，也要维护顾客自尊心，切忌使用质问式、怀疑式、命令式、顶撞式的说话方式，杜绝蔑视语、还应用商量式，解释式的说话方式。 询问式：如：“请问-？” 请求式：如：“请您协助我们-”（讲明情况后请客人协助） 商量式：如：“-您看这样好不好？” 解释式：如：“这种情况，酒店的规定是这样的-” 问候式：如：“先生/小姐，早上好/您好”接、打电话接电话1） 电话铃响三声内接电话，左手拿起听筒，问候，外线打入报出酒店名称，内线打入报出部门名称。2） 嘴唇与话筒距离2厘米，自然发声，说话清晰，发音准确。1） 使用敬语（您好/谢谢/对不起/请原谅/请稍等）2） 通话完毕，让对方先挂断，然后轻轻放下听筒。3） 如需对方等较长时间，应明确告知对方需要等候的时限，并建议对方稍等一会儿，或是过后回电话给对方。4） 如两部电话同时铃响，先接其中一个，向对方致歉，请其稍等一下，迅速接另一个电话。5） 接打错电话时，要婉转、谦恭有礼貌地告知对方拨错了电话，不可流露不满的声调。6） 接到找住店客人电话，若客人不在房内时要做好留言记录。打电话1） 左手拿电话，右手拨号，电话接通后，简单问候对方，立即报出酒店名称或部门和自己的姓名。2） 打完电话后，说声：“再见”，让对方先挂断电话，然后轻轻放下。3） 在电话机旁，必须摆放便于记录的便笺纸和笔。专心-专注-专业