前厅部岗位英语.docx

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1、前厅部岗位英语 Messages 留言1. Callers may be told to record messages on the telephone system, or may be given the option to speak to reception, where they can leave a message with the staff. These messages must be written down on a message pad, recording the name of the caller, the time of the call, a conta

2、ct number to return the call and the text of the message.来电者可能会被接入电话系统中的录音留言,或者选择留言给前台员工。前台员工必须将这些留言写在留言簿上，记录下来电者的名字、来电时间、回电号码和留言内容。2. The text should be read back to the caller to verify it has been written down correctly. The staff person taking the message should also record their name in case th

3、ere are any questions later.留言内容必须向来电者重复一遍以核对是否记录正确。记录留言的员工也必须留下名字以免以后有任何问题。3. Discretion is very important and unless messages are very urgent, guests should not be disturbed very early in the morning or very late at night.谨慎处理是非常重要的，除非留言异常紧急，不应该在清晨或半夜打扰客人。4. It is also an area that has many pitfal

4、ls.这同时也是极易出错的工作。Answering and transferring接听和转接电话5. The person at the other end of the line will form an impression about us according to the tone of voice that we use and the manner in which we speak.我们的语气以及说话的态度将会给电话线另一端的人留下印象。6. When answering outside calls, you must start by giving a greeting fo

5、llowed by the name of the hotel. Next you must give your name (e.g. Simon speaking), followed by a phrase like “How may I help you?” or “How may I be of assistance?”在接听外线电话时，你必须在报出酒店名称后以问候开始对话。然后，你必须给对方讲你的名字（例如：我是西蒙），紧接一句短句，例如“我能帮您什么吗？”或者，“我能提供帮助吗”7. If you need to put them on hold while you find ou

6、t, or transfer them to another colleague, ask them first.如果你要求他们在你寻找时不要挂断电话，或者你要转接给另一位同事，那么应先询问他们。8. If you need to call them back then do so as soon as possible, or have another colleague do so on your behalf. Remember, prompt and efficient service never fails to impress.如果你要给他们回电，那么应该尽快完成，或者让另外的同事

7、代表你给他们回电。要记住，迅速而有效的服务永远都会给人以好印象。Directing a Complaint 接受投诉9. When faced with an angry or upset guest staff must find a way to get their manager to speak to them, they should not try to handle the complaint themselves.在遇到愤怒或不高兴的客户，员工必须让他们的经理和客户直接沟通，而不要尝试擅自处理投诉。10. However, some rules should be follow

8、ed in order not to make the situation any worse. 不管怎样，为了不让情况变得更糟，必须要遵守一定的规章制度。11. Saying the wrong thing or acting the wrong way could do more damage. So it is best for staff to wait and undergo training and mentoring before attempting to deal with these situations. 如果说错了话或做错了事情，则会引起更大的麻烦。所以员工在尝试处理这

9、种情况之前最好是接受一定的培训指导。12The guest, however, does not know who they should speak to, they just know they are unhappy and want to get the problem fixed.客人不知道应该向谁诉说，他们只知道自己很不高兴，想把问题尽快解决。13. The first and most important thing is to let the guest have their say, that is let them tell you what the problem is

10、and dont speak until they are finished.所以最重要的就是让客人说，让他们告诉你问题在哪里，不要打断他们。14. Pay close attention to everything that is said to you and write down the essential points. Make sure that you do not make them feel uncomfortable by not make them feel uncomfortable by not showing your concern for their probl

11、em.关注客人对你说的每一句话，并记下要点。确定你没有让他们感觉不舒服，没有让他们认为你不关心他们的问题。15. The rarity of this error must be shown to the guest through vocal and body language. 必须通过口头和身体语言清楚地告诉客人以避免此类过失。16.Then try to gauge whether the guest is in a hurry or not, because you will need a little time to relay the problem to your manage

12、r. Apologize for the problem, and seek permission from the guest to involve your manager, ask them if they have time for you to get the manager.然后尽量揣测客人是否着急，因为你需要一点时间将问题转告给你的经理。你需要先为出现的问题向客人道歉，然后询问客人他们是否有时间见你的经理，获得客人同意后引见你的经理。17. If they say that they do not, tell the guest that you will explain eve

13、rything in detail to your manager so they can deal with this problem and get back to them when they do have time.如果他们不同意，告诉客人你会将情况详细转告给你的经理，在客人有时间的时候，将问题解决的情况向客人汇报。18. Another very important rule is not to allow guests to repeat themselves. If they tell you there is a problem and what that problem i

14、s, they do not want to say the same thing twice; this makes them angry.另外，不要让客人重复他们所说的话也很重要。如果客人告诉你有问题，问题是什么，他们不想再说第二遍，让客人重复会激怒他们。19. Therefore you must make sure to remember all that was said and tell every detail to your manager. This will help them to avoid the guest repeating themselves but also

15、 to help prepare the manager for handling the guests complaint.所以你必须记得客户所说的话，并如实详细的转告给你的经理。这样做能避免客人重复，同时也可以帮助经理做好准备，处理客户的投诉。20. The best way to learn to handle complaints is to watch a manager in action. Be aware of his facial expressions, body language and the content of his speech. Also watch the

16、reaction to his behavior on the guests mood, to see what the effect it has on them.学习处理设诉最好的方法就是观察经理处理方式。注意他的面部表情，肢体语言及说话内容。同时也要观察客户对经理的行为做出的反映，以及对客户产生的影响。Check-in 入住17. On arrival at the hotel, the first thing guests will do is look for the Front Desk, and ask to Check-In.一抵达酒店，客人将要做的第一件事就是寻找前台，进行入

17、住登记。18. They will either have arrived without making a booking (Walk-In) or will previously have made a reservation.他们可能在到达前并没有预约（未预约而来的），也可能在这之前已经预定了房间。19. They will expect a formal, friendly but business-like welcome. Guests with a reservation will be asked for their confirmation reference details

18、. This is usually a coded number to assist the reception staff retrieve the booking from the reservations database.客人期望受到一种正式的、亲切友好的、同时又具有商业性的欢迎。酒店会和做过预订的客人核对（预订确认）信息，（通常是一串号码），以帮助前台员工在预约数据库中找到预约信息。20. A registration card needs to be completed and if the guest is foreign, then details of the passpor

19、t must be recorded and made available to authorities.客人需要填写一张登记表，如果客人是外国人，那么必须要记录护照详细资料，方便权威机关调查。21. Details of length of stay and methods of payment will be checked. If guests pay by cash, then it is standard practice to ask fro a deposit in advance to ensure they do not leave without paying their

20、bills. Credit card payments require that reception staff take details of the card by swiping the card to verify it is valid and not cancelled, stolen, or expired.住宿期限和支付方式等细节也将会被核对。如果客人使用现金支付，那么为了避免客人不付帐而离开酒店，按惯例应要求客人在入住时交纳一定数量的保证金。如果是信用卡支付，前台员工应通过刷卡记录并核实信用卡是否有效，是否为偷窃卡或过期卡等详细信息。22Once the registrati

21、on card has been completed, it will be used after the guest has checked in, to update the Front Office database.一旦登记卡填写完毕，客人就可以登记入住，登记卡则用来更新前厅部的数据库。23. It provides a record of past visits to the hotel and will give the staff a chance to impress their guests with their apparent good memories concerni

22、ng special requests and details about guest likes and dislikes.数据库中保留着客人过去入住酒店的记录。记录中的信息可以帮助前台工作人员充分地了解并且迎合客人的特殊要求以及喜好，客人也会因此对酒店产生好的印象。24. This is an important tool in guest relations and should be used to good effect. It will help personalize the service and make guests feel that the hotel. Cares a

23、bout and remembers them.这是建立客户关系的重要工具，而且使用效果令人满意。它使得服务变得人性化，客人能感觉到酒店在意并能记住他们。25. Special requests should always be verified at this time to ensure that the guests wants and needs are taken care of. These requests such as wake-up calls, newspapers, or the little things that people find so important,

24、help the guest to feel comfortable, and show the hotels interest in developing strong guest relations.了解客人的特殊要求是为了确保满足客人的不同需求。这些需求包括唤醒服务，送报，等等。正是这些看似微不足道的服务，大大提升了客人的入住舒适感，体现出酒店对发展和加强客户关系的重视。26.Once the check-in formalities have been completed a room number will be assigned and a room key given to th

25、e guest together with a printed card giving details such as room number, check out times, and information about breakfast service.当登记手续完成以后，前台员工会将房间钥匙或钥匙卡交给客人，并随之附上一张印有具体房号，结账时间和早餐服务信息的卡片。27. Bellhops will assist the guest by taking charge of any luggage and if the receptionist is too busy they will

26、 help by escorting the way to the correct room.服务生会帮助客人照看行李。在前台人手不够的情况下，服务生会代替前台员工将客人及其行李送至房间。28. They will open and check the room for the guest, indicating the location of switches and demonstrating the use of any room facilities.他们会帮助客人打开房门，检查房间，介绍开关位置和示范房间设施的使用方法。29. They will then leave giving

27、the guest privacy to settle in.然后他们就离开房间为客人留下私人空间。Room Contents客房配置30. Front Desk staff are in the rooms business, and although you will be asked about every aspect of the hotel, rooms are your first concern.前台员工主要处理客房事物。尽管他们首要关心的是客房，但是客人可能会向他们提出有关酒店的任可问题。31. So it is important to know all the diffe

28、rent contents of the guest rooms, and to know the layouts of the different room types you have in the hotel.前台员工应该熟悉不同的房内设施以及房型。32. When guest call you or speak to you directly about their room you must picture it correctly in order to be able to communicate with them well.通过电话或是直接和客人谈论客房时，你应该能够准确地描

29、述出他们的房间。这一点是良好沟通的重要前提。33. You should spend some time in the rooms getting to know all the contents of them, how everything work, and where everything is.你需要花一定的时间来充分了解客房；有何设施、如何使用以及他们各自的位置。34. If a guest has a question about his or her television; how to switch it on, how to access the movie channel

30、s and pay TV, or what channels are available, you must know all these things. 当客人问到该如何使用电视开关、如何收看电影频道和付费电视，或是可以收看哪些频道时，你应该向他们作出清楚的解释。35. The same applies for all types of technology in the room from broadband access to the hairdryer.同样，前台员工应该熟悉诸如宽带和电吹风之类的房内“科技设施”。36. You will need to know how the be

31、ds are made, with sheets and blankets or with duvets. How many pillows are on the beds and where the spare ones are kept, if any?你要应该知道床上铺的是什么床单、毯子和羽绒被、有多少枕头，除此之外还有备用的吗？如果有，是放在什么地方的。37. Guests often call the front desk to ask for more pillows or blankets, and sometimes different types. Some guests w

32、ill be allergic to feathers and demand a foam pillow.客人经常会打电话给前台要求加一些枕头和毯子，有时甚至要求调换其他类型的床上用品。有些对羽绒产品过敏的客人可能会需要海棉枕头。38. Smaller items in the room such as note pads and pens will be asked for and you need to know where in the rooms they are located. 有时他们需要一些小东西，比如便签簿和笔，你应该告诉他们这些东西在房里摆放位置。39. Many hote

33、ls keep all manner lf stationery in the desk drawers, you must find out what is in there, so that you can tell your guests if they ask.许多酒店都把文具放在抽屉里，你必须知道它们具体是些什么，这样才能对客人做到有问必答。40. The in- room directory of services is often not read by guest but you must know its location in case you are asked for

34、it. It details all services and products offered by the hotel, and sometimes explain how things operate.客人一般不会去仔细研读房间服务项目列表。但是，你必须清楚它们的摆放位置。服务项目列表详细地说明了酒店能够提供哪些服务和产品，以及房间设施的使用方法。41. Bathroom contents are just as important to know about what does your hotel offer in the way of bathroom amenities? You

35、 need to know.了解每一样浴室用品也很重要。你应该知道酒店能够提供哪些东西来为客人营造“愉快的沐浴环境”。42. Shampoos, shower gels, disposable toothbrushes, soaps, razors, and ear buds are offered by many hotels as standard, guests may very well ask you what is offered in your hotel.许多酒店都会提供洗发水、沐浴液、一次性牙刷、香皂、剃须刀和耳塞等浴室用品。很多客人都会问到及之相关的问题。43. Guest

36、s often have electric razors and need to know the voltage of the electricity supply and where the electrical sockets are.客户经常会用到电动剃须刀，所以他们需要知道电压是多少，插座在哪里。44. Make sure you know what is available in the mini-bar especially if you are going to be checking-out guests.确定你知道迷你吧里有哪些东西，特别是你准备离店的时候。45. In t

37、hese modern times of telephone communications you need to know how the telephone functions work. Speed dialing, voice mail messaging, conference calls and telephone charges are all essential functions you need to know. Standard in most hotels will be a copy of the bible and other religious texts in

38、the night stand next to the bed, are they in your hotel? 在这个经常使用电话进行沟通的摩登时代，前台员工应该十分清楚电话的功能。例如，拨号速度、语音信箱留言、电话会议及电话收费情况等电话的主要功能。许多酒店的标准做法是在床头柜上放一本圣经或是其它宗教的经文，你们的酒店这样做了吗？Room Escort 客房陪同46You may be asked to escort your guests to their rooms and you will need to know what your hotel procedure is. Hote

39、l standards differ from hotel to hotel but there are some basics that everybody should know.有时可能需要你陪同客人到客房去（例如运送行李），所以你应该熟悉酒店运营流程。不同酒店的运营方式会有差异，不过总体说来，万变不离其中。47You should make polite and friendly conversation with the guest on the way to the room. 在陪同客人去房间的路上，你应该和他们进行愉快而友好的交谈。48If you do not speak t

40、o the guest on the way to the room then they may be made to feel uncomfortable. This will make the job of presenting the room more difficult. When nearing the guest room you should point out the nearest emergency exit.如果这时你保持沉默，会让客人觉得很不舒服，也会使接下来的房间介绍显得更加尴尬。快走到客人房间时，你应该告诉他/她最近的安全出口在哪里。49On entering t

41、he room the guest must be informed of the “Do Not Disturb” and “Make Up Room” system. Light Switches and air conditioning controls should also be made aware to the guest.进门时，应该向客人介绍“请勿打扰”和“清理房间”等标牌、电灯开关和空调遥控器的使用。51The same can be said for the mini-bar, which is another in room revenue generator. You

42、 should explain the billing and re-stocking procedure.同样，向客人推荐迷你吧也是增加客房收入的方法之一。你需要向客人解释付费和重新添加东西的程序。52Most hotel rooms are equipped with an in-room safe (sometimes called a safety box), you must show the location of this and the operating instructions to the guest.大多数酒店客房都配有保险箱，你需要向客人说明保险箱的摆放位置和使用方法

43、。53If there are any safety functions or equipment in the room they must be shown and explained to the guest, this is very important and could be life saving.如果房间里有安全设施，应该告诉客人它们的安放位置以及使用方法。这样做很有必要，因为救生工作是攸关生死的大事。54Explain the telephone operating procedure and any functions such as IDD calling, outsid

44、e line, operator, and voice mail messaging. At this point it is worth mentioning the business center, any rentable Internet connection such as broadband that is offered in the hotel.向客人解释电话的操作程序和功能，例如国际直拨长途电话、外线、接线员以及语音信箱。从这一点来讲，酒店内的商务中心，可租用传真及宽带都是很值得一提的。 55It is always worth remembering that you ha

45、ve an opportunity to sell the hotel products in this way. Do not over sell, however, just explain what is available Show the bathroom amenities, where the razor socket and the hairdryer are located in the bathroom. Show where extra towels are located if required.记住这种方法永远可以帮你增加酒店收入：你所需要做的并不是硬性的推销，而是向

46、客人解释清楚酒店所提供的一切服务内容。告诉客人浴室内的个人清洁用品、剃须刀架和吹风机以及备用毛巾的摆放位置。56Ask the guest if there are any questions or if he or she requires any room service. When leaving the room thank the guest and wish them a pleasant and happy stay. If you are offered a tip by the guest follow your hotel procedure and if you are

47、allowed to accept tips then thank them, but never wait to be tipped this is extremely rude.询问客人是否还有其他问题，或者他/她是否需要送餐服务。离开时应对客人入住表示感谢，并预祝客人入住愉快。如果客人支付小费并且酒店允许接受的话，你可以收下并表示感谢。有一点务必注意：不要明摆着等客人付小费，这样做是极其不礼貌的。Business Center 商务中心57Business travellers form a very large part of a hotels regular customers. I

48、n the past, these guests had become unhappy having to conduct business affairs in their rooms or the public areas of the hotel.商务旅行者是酒店常规客户中的很大组成部分。过去，这些客人对于只能在他们的房间或酒店里的某个公共场所处理他们的商业事务而感到不满。58This did not create a proper professional business setting so top-end hotels developed the Business Center, which