2022年2022年酒店服务指南 3.pdf

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1、1 服务指南THE SERVICE GUIDE 名师资料总结-精品资料欢迎下载-名师精心整理-第 1 页，共 23 页 -2 目录总经理致辞大堂服务LOBBY SERVICES 1大堂经理Assistant Manager 2问讯 留言Informatio n Message3预订 接待Reservation Reception 4收银 结账Cashier 5信用卡Credit Card 6退房时间Check-out Time 7客房门卡Room Card 8行李服务Luggage Service 9大堂保险箱Lobby Safe box 10商务中心Business Center 11残疾人

2、士设施Handicapped Facilities 12着装Dressing 13停车Parking 客房服务 GUEST ROOM SERVICES1 客房中心Housekeeping Center 2 房间清洁服务Room Cleaning 3 房间夜床服务Turn-down Service 4 洗衣服务Laundry Service 5 小酒吧Mini-Bar 6 房间加床服务Extra Bed 7 送餐服务Room Service 8 擦鞋服务Shoes-shine Service 9 叫醒服务Wake-up Call 名师资料总结-精品资料欢迎下载-名师精心整理-第 2 页，共 23

3、 页 -3 10电话Telephone 11电吹风Hair Dryer 12电熨斗/烫衣板Iron/Iron Board 13房间保密/电话免打扰Keep the Room Number Secret/Avoid Being Disturbed14失物招领Lost And Found 15电视节目TV Channel 16网上漫游Internet Service 17空气调节Air Conditioner 18电源总开关Energy Saver 19电源说明Power Supply 20紧急情况Emergency 餐饮服务 FOOD&BEVERAGE SERVICES1 宴会预订Banquet

4、 Reservation 2 中餐厅Chinese Restaurant 3 送餐服务Room Service 娱乐服务 ENTERTAINMENT SERVICE1.商务区 Business district(CBD)2量贩区ktv Volume area ktv 康乐服务RECREATION SERVICE 康乐中心The recreation center 安全指南 SAFETY DIRECTORY1 遵守措施comply with the measures 2 宾客注意事项Guest s Notices名师资料总结-精品资料欢迎下载-名师精心整理-第 3 页，共 23 页 -4 3 安

5、保Safeguard 4 火警Fire Prevention 5 火警须知Fire alarm notice 电话指南 TELEPHONE DIRECTORY1 拨打客房电话Room to Room Calls 2 拨打外线电话Outside Calls 3 国内直拨电话DDD Calls 4 国内、国际直拨须知IDD&DDD Service Guide 客房物品有偿价格表GEST ROOM ITEMS P AID A PRICE LIST名师资料总结-精品资料欢迎下载-名师精心整理-第 4 页，共 23 页 -5 尊敬的宾客：欢迎阁下光临湛江富丽华大酒店！我们本着“安全至上、客人第一”的服务

6、宗旨，谒尽全力，热诚为阁下提供最周到的服务，令您真正感到宾至如归。酒店全体员工祝阁下旅途愉快！湛江富丽华大酒店总经理Welcome you to zhanjiang Furama Hotel We in line with the service tenet of safety first,customers first,sincerely provide you with the most considerate service,make you really feel at home.Hotel all staff wish you a pleasant journey!Good luck

7、!Zhanjiang furama hotel The general manager 名师资料总结-精品资料欢迎下载-名师精心整理-第 5 页，共 23 页 -6 大堂服务LOBBY SERVICES 1大堂经理Assistant ManagerTEL 6789 位于酒店大堂内，24 小时为您提供服务。The Assistant Manager in the lobby will be at your service at any time.2问讯留言Information MessageTEL 6622如您离开酒店而需与来人或来电联系时，请把您的去处及留言告之总服务台。You can te

8、ll our Information Desk the place to go if you want to be in touch with telephone message or visitors when you are out.3预订接待Reservation Reception TEL 6622 酒店接待处24 小时为您提供预订客房、KTV 包厢、住宿登记等服务。The hotel reception desk 24 hours to provide you with booking room,ktv box,registration and other services 4收银结

9、账Cashier TEL 6622 位于大堂总服务台，24 小时为您提供住宿期间的房费、餐费及其他费用的结算服务。It s located at the Front Desk in the lobby.We will provide the 24-hour check-out service of your fees during your stay.5信用卡Credit Card TEL 6622 欢迎您在酒店用以下信用卡：银联系列卡、长城卡、牡丹卡、建行龙卡、金穗卡Welcome to use the following cards：Great Wall,the Peony,Long ca

10、rd,the Gold Ear,6退房时间Check-out Time TEL 6622 饭店退房时间为下午12：00。请留意：超过12：00 后加收半天房租，18：00 后退房按全天收费计算。若需延迟离店时间，请与总服务台联系。Check-out time is 12：00 at noon.You will have to pay an extra half of daily fee if you check out after 12：00a.m and the whole fee if you do after 18：00 p.m.Please contact the Reception

11、Desk if your check-out has to be delayed.名师资料总结-精品资料欢迎下载-名师精心整理-第 6 页，共 23 页 -7 7客房门卡Room CardTEL 6622 酒店使用安全电子门锁。退房时请将门卡交与总台收银处。请留意：当超过规定时间，门卡将不能开锁。您要续住，请到总服务台办理有关手续。We offer you the IC lock.Please return the card to the Cashier Desk when you check out.The IC card will not work when you delay the c

12、heck-out time and you must contact the Reception Desk to continue your time.8行李服务Luggage Service TEL 6622 我们为您提供店内免费运送或寄存行李服务。We offer free-of-charge service of delivery in our hotel and left-luggage service.9大堂保险箱Lobby Safe box TEL 6622 大堂接待处为阁下提供免费使用的保险箱，较大的贵重物品可存放在大堂保险箱内。酒店对留在客房内物品的任何损坏或遗失不负任何责任。

13、Each room is fitted with a safe box,your valuable belongings are recommended to be kept in the safe.By the way,the lobby provides free safes for bigger valuable belongings.The hotel management is not liable to any loss or damage valuables left in the gust rooms.10商务中心Business Center TEL 6622 位于酒店大堂，

14、为您提供全面的秘书服务：中英文打字、传真复印、收发电子邮件、邮寄等服务。服务时间：08：00-22：00 Located in the lobby,we provide you with the comprehensive secretarial service.such as typewriting in Chinese or in English,Fax and copying service,E-mail service,purchasing ticket,mailing,etc.Service Hours：08：00am-10：00pm 11残疾人士设施Handicapped Faci

15、lities TEL 6622 酒店备有轮椅车，如需使用请与行李房联系。We also offer wheelchair and walking stick.Please contact the Luggage Room if you need.12着装Dressing我们建议您在酒店所有餐厅和公共场所穿着合适的衣装。We advise you to wear the proper formal dress in all restaurants and public places.名师资料总结-精品资料欢迎下载-名师精心整理-第 7 页，共 23 页 -8 13停车Parking 酒店拥有停车

16、场，请按指定车位停放车辆。有碍车道畅通、消防、安全及专用泊车的车辆，如有损坏酒店不予负责。如需专门监管的车辆，请告知在场保安员，我们将会记录，妥加看护。饭店敬告各位车主，请勿将贵重财物放在车内，住店宾客可将贵重物品交酒店寄存处寄存。We have the parking area.Please park your car as shown.We are not responsible for any damage if you hinder the path,fighting-fire and security etc.Please inform our guard if your car n

17、eed special care.We will make some notes and be care for the car.Please don t leave your valuables in the car.If you have ones,please place them in the safe deposit box of the Front Desk in the lobby.客房服务GUEST ROOM SERVICES 1客房中心Housekeeping CenterTEL 6666 客房中心 24 小时为您服务，如有需要请与客房中心联系。We will serve y

18、ou the whole day.Please contact housekeeping center for assistance.2房间清洁服务Room Cleaning TEL 6666 您若需要服务员尽快为您清理房间，请将“请即打扫”牌挂于门外或与客房中心联系。Hang“Make up Room”signboard at the door knob or call housekeeping,and then we ll clean your room at soon as possible.3房间夜床服务Turn-down Service TEL 6666酒店为您提供每日开夜床服务。H

19、otel provide daily open beds service for you.4洗衣服务Laundry Service TEL 6666酒店为您提供水洗和熨烫衣物服务，每天上午10：00 前将要洗熨衣物放入洗衣袋，交于服务员，可当晚取回衣物。饭店还提供特快洗熨服务，4 小时内送回。详情请参阅房内的洗衣单。名师资料总结-精品资料欢迎下载-名师精心整理-第 8 页，共 23 页 -9 We offer dry cleaning,washing and pressing service.The Room Attendant comes to collect the washing bag

20、 before 10：00am every day and send it back in the same day.Express service is available also to you within 4 hours.Please refer to the Laundry List in your room.for details.5小酒吧Mini-Bar TEL 6666 客房内备有小酒吧，为您准备了多种酒水及小吃。我们会每日补充消耗，同时您的消费额将被计入到您的账单。如有其他需要，请随时与客房中心联系。There is a mini-bar with many kinds of

21、 drink and snacks in your room.We will replenish them and the sum of charge will be recorded.If you want anything else,please contact housekeeping center.6送餐服务Room Service TEL 6209 服务时间：09：00-21：30 Service Hours：09：00am-21：30pm 7擦鞋服务Shoes-shine ServiceTEL 6666 每间客房都配有擦鞋布。如有需要擦鞋服务，请将鞋放入房间衣柜鞋鞋篮或与客房中心联

22、系。Each room provide shoe-shine cloth,Please put your shoes into the basket in the cabinet or contact Housekeeping if you need.8叫醒服务Wake-up Call TEL 0请拨“0”与总机接线员联系，确定为您叫醒时间。Please dial“0”to contact with the Operator and confirm your wake-up time.9电话Telephone TEL 0每个房间都配备长途直拨国际/国内电话系统。如要拨打长途电话，拨“0”请总机

23、接线员协助。Every room is equipped with the direct international and domestic dialing system.If you want to make a long distance call,dial“0”for help.名师资料总结-精品资料欢迎下载-名师精心整理-第 9 页，共 23 页 -10 10电吹风Hair Dryer TEL 6666 客房内备用电吹风可供您使用。There is a hair dryer in the room for you.11电熨斗/烫衣板Iron/Iron BoardTEL 6666 客房

24、中心备有电熨斗和烫衣板。如有需要可打电话联系。使用时，请注意安全。There are iron and iron board in housekeeping center.Please contact us for assistance.Please take care of yourself.12房间保密/电话免打扰TEL 0Keep the Room Number Secret/Avoid Being Disturbed by Telephone 如果您不想被打扰，请按房间取电处“请勿打扰”键，并可拨“0”与总机接线员联系。If you d like to keep the room nu

25、mber secret and avoid being disturbed by telephone,please.press the key of“DND”on the wall and contact the Operator by“9”.13失物招领Lost And FoundTEL 6666 如有物品遗失，请与客房中心联系。遗留物品饭店将保留三个月，易变质物品保留三天。在上述期限内无人认领的物品，饭店将会自行处理。Please contact housekeeping,If you have things lost.we will keep the lost things for 3

26、months.Perishable goods will be kept 3 days.We are entitled to deal with them beyond the deadline.14电视节目TV Channel TEL 6666酒店所有客房均有遥控彩色电视，提供多种语言的国内外卫星、有线电视频道。Each room provides remote-control colorTV with satellite&cable channels.If you want to know the program arrangement,check playbill please.15网上

27、漫游Internet Service TEL 6666酒店客房为您提供无线及宽带免费上网服务The guest rooms had fixed with broadband access and wireless internet also.You can get on 名师资料总结-精品资料欢迎下载-名师精心整理-第 10 页，共 23 页 -11 the internet in your room for free.16空气调节Air ConditionerTEL 6666 酒店装有冷暖空调系统，每个房间都有独立调节室温的控制器。如需协助，请与客房中心联系。Hotel is equippe

28、d with air conditioning system,each room has independently adjust the room temperature controller.If you need help,please contact housekeeping.17电源总开关Energy Saver TEL 6666客房内配有电源总开关。进入客房，只需将门卡插入墙上的控制开关，客房内的电源就会接通。离开房间时，请别忘记把门卡取出。There is an Energy Saver in each room.You may get the electricity inser

29、ting the room card into the switch on the wall.Don t forget to take the card when you are out.18电源说明Power Supply TEL 6666 客房内电压系统为220 伏特和 110 伏特，如需使用多种插座及变压器，请与客房中心联系。为安全起见，请不要在房内私自使用电器设备和烹调设备，请不要使用大功率电器。The voltage of power supply in your room is 220V and 110V.Contact us if you need an adapter or t

30、ransformer.electric or cooking equipments without permission is forbidden in order to guarantee your safety.Please don t use other appliance of high power.19环境保护Environmental Protection TEL 6666为保护环境，避免过量使用洗涤剂，请将需要更换的毛巾置于浴室内的毛巾筐内，床上用品在您住店期间每两天更换一次。For the sake of environmental protection and avoid c

31、onsuming too much detergent,please place the used towels in the towel basket.We will change the bed sheet,bed cover,pillow case every two day during your stay in our hotel.20紧急情况Emergency TEL 6666如遇紧急情况请联系客房中心或总服务台。名师资料总结-精品资料欢迎下载-名师精心整理-第 11 页，共 23 页 -12 If any emergency happens,please contact hous

32、ekeeping center or front desk.餐饮服务FOOD&BEVERAGE SERVICES 1宴会预订Banquet ReservationTEL 6209 酒店二层设有不同风格的大小宴会厅、多功能厅及包间。如您需要安排宴会、酒会，请与餐饮预订中心联系。服务时间：09：00-21：30 The size of the restaurant on the second floor has a different style banquet hall,multi-function hall and private rooms.If you need to arrange ba

33、nquet Will,cocktail party,please contact the restaurant reservation center.Service Hours：09：00am-09：30pm 2中餐厅Chinese Restaurant TEL 6209位于酒店二层，经营高档燕、鲍、翅、海鲜等粤菜。服务时间：午餐11：30-13：30 晚餐 17：30-21：30 Located at the restaurant on the second floor,upscale yan,abalone,fin,seafood such as cantonese cuisine Ser

34、vice Hours：L 11：30am-01：30pm S 05：30pm-09：30pm3送餐服务Room Service TEL 6209酒店提供房内中餐、西餐用餐服务。服务时间：午餐11：30-13：30 晚餐 17：30-21：30 Our hotel provides in room Western and Chinese food Service Hours：L 11：30am-01：30pm S 05：30pm-09：30pm娱乐服务ENTERTAINMENT SERVICE娱乐部由名师设计，配置有意大利RCF 视听系统，顾客身临其中，将会感受到全新的视听名师资料总结-精品资料

35、欢迎下载-名师精心整理-第 12 页，共 23 页 -13 体验。娱乐部分二区：皇爵国际俱乐部位于B 座一、二楼，拥有豪华典雅的KTV 包厢 22间；聚点量贩式KTV 位于贵宾楼二至七楼，拥有量贩式KTV 包厢 68 间服务 时间：19：30-02：30 Of entertainment by the designer,equipped with Italy RCF audio-visual systems,customersare in among them,will feel a brand new audio-visual experience.Entertainment part tw

36、o area:one,the second floor,block B,with luxurious and elegant KTV 22;Accumulationpoint KTV two to seven floor,located in the grand hotel has 68 KTV 1.商务区 Business district(CBD)TEL 6100位于 B 座一、二楼，拥有豪华典雅的KTV 包厢 22 间服务 时间：19：30-02：30 In one,the second floor,block B,with luxurious and elegant ktv 22 Se

37、rvice time:7:30-02:30 2量贩区 KTV Volume area KTV TEL 6200聚点量贩式KTV 位于贵宾楼二至七楼，拥有不同主题风格的量贩式KTV 包厢 68 间服务 时间：19：30-02：30 Accumulation point ktv two to seven floor,located in the grand hotel has 68 different theme ktv Service time:7:30-02:30 康乐服务RECREATION SERVICE康乐中心 The recreation centerTEL 6696 位于 B 座 3

38、、4楼设有桑拿康乐中心，让您感受无微不至的关怀和殷勤周到的服务。服务 时间：10：30-24：00 In 3,4/f,B,equipped with sauna recreation center,let you feel the meticulous care and courteous service.Service time:at 10:30-24:00 名师资料总结-精品资料欢迎下载-名师精心整理-第 13 页，共 23 页 -14 安全指南SAFETY DIRECTORY 1为了使您在本饭店能愉快而安全地居住，请您与我们合作并遵守下列措施：To ensure you have a p

39、leasant stay with us,we need your cooperation.Please do as the following:请将现金和贵重物品存放在大堂保险箱内。Please place your cash and valuables in the safe deposit box in the lobby.如您不希望接听电话，请通知饭店接线员。Advise hotel operator if you want to miss your incoming calls.所有酒店员工会身穿制服，胸前佩戴员工牌，否则请勿让他/她进入您的房间。Please note that o

40、nly uniformed hotel employees with name tags are permitted to serve you in guest room by you.外币兑换应在大堂接待处，请勿与不相识的人员兑换外币。Foreign currency only can be exchanged at the Reception Desk.Do not exchange your foreign currency with strangers by you.请勿轻信兜售免费旅游或其他服务的电话。若经常受到这种干扰，请通知大堂经理。Do not accept calls fro

41、m strangers offering free tours and other services.Please tell the Assistant Manager if you are being bothered by them.如果您发现任何疑点或可疑人物，请立即通知大堂经理。If you see any suspicious persons or any queries,please contact the Assistance Manager immediately.随身携带门卡时，请妥善保管。请勿将门卡交给他人。当离店时，请务必将门卡归还总台收银处。Make sure your

42、self with your room card.Do not hands your room card to any other person who is not registered in your room.Please return your room card to the Cashier Desk when you check out.离开房间或晚上休息前，请关好门窗。请注意本地气候，保重身体。外出游览，请注意食品卫生和安全。To ensure your safety,please shut the windows and door of your room before dep

43、arting or 名师资料总结-精品资料欢迎下载-名师精心整理-第 14 页，共 23 页 -15 sleeping at night.To ensure your health,please notice the local climate,take care of yourself and pay attention to the food sanitation and security.2宾客注意事项Guest s Notices 酒店设有消防水喉、灭火器材等消防设施，请勿随意动用。Each floor equipped with modern fire-fighting equipm

44、ent,Please do not move casually except emergency.入住时请出示身份证、护照或其他有效证件。Upon registration,you are requested to show your own identification card,passport or other valid credentials.请不要让未登记入住的客人在您的房间过夜或转租给其他人。You are not allowed to keep unregistered guests in your room overnight or sublet the room/bed t

45、o another person.易燃、易爆、有毒和放射性物品请勿带入酒店内。未经许可，禁止在饭店客房内使用大功率电器烧煮食物或作其他用途。Inflammable,explosive,poisonous and radioactive articles are not allowed to take into the hotel.Cooking or unauthorized electricity connection is not allowed in your rooms.携带枪支、弹药等必须登记，并按公安部门的规定由公安部门代为保管。All firearms and weapons m

46、ust be registered and kept by the Public Security Bureau.严禁赌博、嫖娼、卖淫、偷窃、吸毒、走私贩私等违法犯罪活动。Illegal activities or criminal offences are strictly forbidden,such as gambling,prostitution,drug taking and smuggling etc.如违反中华人民共和国治安管理处罚法，将会受到相应的处罚。The Public Security Bureau has the authority to take necessary

47、action in accordance with the Security Maintenance Penalty Regulations of the PRC or other relevant laws in cases of violation.请勿将宠物带入饭店。Pets are not allowed in the hotel.请勿让您的小孩独自在饭店公共区域或房间内玩耍，以免发生意外。To avoid any accident,please take good care of your children and do not leave them unattended in pu

48、blic areas or room of the hotel.名师资料总结-精品资料欢迎下载-名师精心整理-第 15 页，共 23 页 -16 根据公安机关的规定，所有访客请在晚上11 时以前离开酒店客房。According to Public Security Authority,visitors are to leave the guest rooms before 11：00pm.3安保The security guard酒店安保人员及覆盖公共区域的闭路监控为您提供全天候的安全保障。为了您自身安全，请谨记在客房内锁上双重门锁并在确认访客身份后方可开门。如需任何的安保服务请与大堂经理联系

49、。The safeguard and CCTV equipment will ensure your safety the whole day.For your safety,please remember to lock the door with double locks and open the door after confirming the guest s ID.If you need any safeguard service,please contact the assistant manager.4火警Fire Prevention 如遇火警，请千万不要使用电梯。酒店每个楼层

50、都设有安全出口和紧急疏散通道。详细请参阅您房门后的紧急疏散通道图，务必使用离您最近的疏散通道。In case of fire,do not use the elevators.Emergency exits and staircases are located on each floor.The fire escape plan stick on the back of your door indicates your nearest emergency exit.Please read carefully.为了防止火灾的发生，客房内禁止使用明火、烧煮食物和使用大功率电器，请勿存放易燃易爆物品