酒店前臺接待日常用語

1、酒店前臺接待日常用語Part 1 salutation第一部分問候1. Welcome to our Hotel . I n*, what should I call you, please?歡迎光臨我們酒店。我是*，請問我該怎么稱呼你呢？2. Good morning/afternoon/evening, Sir/Madame. What can I do for you?先生/女士，你好！請問我能為您做點(diǎn)什么？3. My name is *, is there anything else I can do for you, just let me know.我叫*，如果需要我為您做些什么，

2、請告訴我。4f you have any problems, please feel free to contact us .Our telephone is 0001/0002.如果你有任何需要，請隨時聯(lián)系我們。我們的內(nèi)線電話是：0001、0002Part 2 Helping to Check-in第二部分幫助入住1. Do you have a reservation? Can you tell me the name of the book?請問您有預(yù)定么？可以告訴我您預(yù)訂的的名字么？2. .How many nights will you stay this time?這次入住您會住多

3、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，打攪一下。請問您是要分開付押金還是一起付呢？4. Would you please give me your passport/ID card and credit card ?, I return them to you right away after the check-inprocedure.請把您的護(hù)照/身份證和信用卡交給我。辦完入住手續(xù)后，我會馬上歸還給您。5. Please ha

4、ve a seat for a while I help you with the check-in procedure.請?jiān)谀沁吷宰粫海覍槟k理入住手續(xù)。6. Here is your room key and the breakfast coupon. Would you please sign here?這是您的房卡和早餐券。請您在這里簽個名好嗎？7. Please leave your contact way.請您留下聯(lián)系方式。8. Please 7: 30-8: 30 to two floor of the restaurant for breakfast請您早上 7:30

5、-8:30 到二樓餐廳用早餐。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.這是給回您的護(hù)照和信用卡?，F(xiàn)在您可以上房間了。希望您在這里居住愉快。Part 3 Providing Service During Staying第三部分居停期間提供服務(wù)Regular Service 常規(guī)服務(wù)Please wait a second. Your room number is請稍等一下。你房間的電話是*。*(2) Becaus

6、e so please be careful.今天外面在下雨，地面很滑走路時請多加小心。(3) It better for you to wear more clothes, because it pretty cold outside.外面天氣很冷，你最好穿多些衣服。(4) You look tired,You better go to bed earlier tonight if you can.你看上去很累，今晚最好早點(diǎn)休息。(5) This is your 7 : 30 wake up service, wish you live happy!這是您 7:30 的叫醒服務(wù)，祝您居住愉快

7、！Internet Service 網(wǎng)絡(luò)服務(wù)(1) There is a little trouble in the computer service center, so the Internet is disconnectedPlease wait a while, It be recovered soon.對不起，酒店的電腦服務(wù)中心岀現(xiàn)了一點(diǎn)小故障，房間暫時不上了網(wǎng)，請稍候一下就會恢復(fù)正常。(2) Ok, I arrange a computer engineer to help you.好的，我馬上安排電腦員上去幫您。第四部分道歉1. I nvery sorry. There coul

8、d have been a mistake, and I do apologize for that.很抱歉。岀了錯誤，我應(yīng)當(dāng)?shù)狼浮?. I assure you it wontappen again.我保證此類事情不會在發(fā)生。3. I do apologize for inconvenience on behalf of our hotel.對您造成的不便，我謹(jǐn)代表酒店向您道歉。4. Imorry to tell you that your medicine bottle (cosmetic bottle) was broken by accident apologize for that.

9、非常抱歉，服務(wù)員在為您清理房間時，不小心打碎了你的藥瓶(化妝品瓶子)。5. Imorry to hear that. Thatunusual. Ilook into the matter at once.很抱歉，這很不尋常，我立刻去調(diào)查一下。6. I nvery sorryhope you reiot hurt Please forgive me.對不起，你沒事吧，請?jiān)徫摇?. I nterribly sorry Please do accept our apology. Wd lldo our best.請接受我們的道歉，我們會盡快想辦法。8. Imorry for that. I wil

10、l ask the repairman to fix it now.真是抱歉，我馬上安排人去修理。temporarily.I sincerelyPart 5 The Damage第五部分賠償1. Imfraid youlhave to pay for the damage.恐怕您得賠償損失。I nafraid you have to pay for the broken chair according to the hotel policy.根據(jù)酒店規(guī)定，恐怕你要對弄壞的椅子做岀賠償。2.The indemnity for the burned carpet is 100 Yuan. 損壞地毯

11、的賠償是人民幣 100 元。3sorry to inform you that we have to charge you 100 Yuan for the bloodstainson your bed linen.我很遺憾地告訴你對于床單上的血跡我們要收取100 元特別洗滌費(fèi)。Part 6 Expressing Appreciation第六部分道謝1. Thank you for your kind understanding.謝謝您的理解。2. I would like to thank you for your great support for our hotel.非常感謝您對我們酒店

12、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，請問您是要退房嗎？2. My I have your room number?請問您是哪個房間？3. 請 Would you please show me your room card and receipt, thank you您岀示您的房卡和押金單，謝謝4Just a minute , please.請稍等。（報(bào)值臺查房并打印賬單）5. Sorry to have kept you waiting, this is your spending bills, p

13、lease check it, if there is no problem, please sign here,thank you對不起讓您久等了，這是您的消費(fèi)單，請您核對一下，如果沒有問題請您在此處簽字確認(rèn)，謝謝6 Do you need the invoice? What is your invoice to individual or unit?請問你需要開發(fā)票嗎？請問您的發(fā)票抬頭是個人還是單位？7 Please list the margin of unit name, thank you麻煩您在清單的空白處寫下單位名稱，謝謝8.Sorry, to keep you waiting,

14、 this is your invoice and balance, please keep.對不起，讓您久等了，這是您的發(fā)票和余額，請您保管好。Part8 Say Goodbye第八部分道別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.我保證你下次光臨時，一切都會妥妥當(dāng)當(dāng)。3. I booking forward to seeing you again. Good luck !我期盼再次見到你，祝你好運(yùn)！4. Good Bye, an

15、d hope to see you again.再見，希望再見到您基本禮貌用語 稱呼語：小姐、夫人、太太、先生等。歡迎語：歡迎您來我們酒店、歡迎您入住本樓、歡迎光臨。 問候語：早上好(上午 1111 點(diǎn)以前使用)、您好(其他時段通用)、晚上好(晚上 7 7 點(diǎn)以后使用) 祝賀語：祝您節(jié)日愉快、祝您圣誕快樂、祝您新年快樂、祝您生日快樂、祝您新婚快樂、祝您新春 快樂、恭喜發(fā)財(cái)。道歉語：對不起、請?jiān)?、打擾您了、失禮了。 道謝語：謝謝、非常感謝。答應(yīng)語：是的、好的、我明白了、謝謝您的好意、不要客氣、沒關(guān)系、這是我應(yīng)該做的。 征詢語：請問您有什么事？我能為您做什么嗎？需要我?guī)湍鍪裁磫幔磕€有別的事嗎

16、？您喜歡 / / 需要/ /能夠/ /請您，好嗎？基本禮貌用語 1111 字：您好、請、您、謝謝、對不起、再見。常用禮貌用詞 5 5 個：請?jiān)彙]關(guān)系、不要緊、別客氣、您早。在原則性、較敏感的問題上，態(tài)度要明確，但說話方式要婉轉(zhuǎn)、靈活，既不違反酒店規(guī)定，也要維 護(hù)顧客自尊心，切忌使用質(zhì)問式、懷疑式、命令式、頂撞式的說話方式，杜絕蔑視語、還應(yīng)用商量 式，解釋式的說話方式。詢問式：如：“請問 - ？”請求式：如：“請您協(xié)助我們 -”(講明情況后請客人協(xié)助)商量式：如：“ -您看這樣好不好？”解釋式：如：“這種情況，酒店的規(guī)定是這樣的 - ”問候式：如：“先生 / /小姐，早上好 / /您好” 接、打電話接電話1)1)電話鈴響三聲內(nèi)接電話，左手拿起聽筒，問候，外線打入報(bào)出酒店名稱，內(nèi)線打入報(bào) 出部門名稱。2)2)嘴唇與話筒距離 2 2 厘米，自然發(fā)聲，說話清晰，發(fā)音準(zhǔn)確。1)1)使用敬語(您好/ /謝謝/ /對不起/ /請?jiān)? /請稍等)2)2)通話完畢，讓對方先掛斷，然后輕輕放下聽筒。3)3)如需對方等較長時間，應(yīng)明確