酒店前厅部基本文服务知识.docVIP

Front Office 前厅部 Reception前台 Lesson 1 At the Reception Desk接待台 Attendant: Good morning, sir. Welcome to our hotel. 早上好，先生。欢迎来到我们酒店。 Guest: Good morning. 早上好。 Attendant: I help you, sir? 我能有什么为您服务的呢？ Guest: I reserved a KSUG three weeks ago. I am K. 我是K，我在三周之前预定了一间高级大床间客房。 Attendant: Just a moment, please, Mr.K. Ill check the arrival list. Ken先生，请您稍等。我查询一下预抵单。 ne minute later… Attendant: I am sorry to have kept you waiting. May I have your passport, please? 对不起,让您久等了.我能看下您的护照吗？ After check… Attendant: Thank you, sir. 谢谢您，先生。 Guest: . Here you are. Is it all right? 谢谢,给你.这样就好了吗? Attendant: Certainly, sir. Thanks. Pay in cash or by credit card? 对的，谢谢。您用现金还是信用卡呢？ Guest: Credit card. 信用卡。 Attendant: Certainly sir. Heres the key to Room 1234 and your room cards. Please keep them. 当然可以先生。这是您1234号客房的房卡，请妥善保管。 And the bellman will show you the way. Have a nice day, sir. Wish you a pleasant stay in our hotel. 行李员会为您指引的。愿您今天过的愉快。愿您在我们酒店过得愉快。 Guest: Thank you. 谢谢。 Attendant: You are welcome. Its my pleasure. 不用谢，这是我的荣幸。 Receiving a Walk-in Guest接待散客 Attendant: Good afternoon madam. How may I help you? 下午好，女士。有什么能为您效劳的呢？ Guest: Yes. Ive just arrived from the U.S.A. Could I have a room for tonight? 是的，我刚从美国来到这里，我今晚能住在在这里吗？ Attendant: Certainly, madam. Excuse me, have you made a reservation? 是的,女士，打扰一下。请问您有预定吗？ Guest: I am afraid not. 对不起，我没有。 Attendant: Excuse me, sir. How many people do you have, please? 打扰您一下,请问您多少位呢？ Guest: Just one. 我一个人。 Attendant: Just a minute, please. I have to check if there is a room available. 请稍等。我去查一下是否有空房。 one minute later…　 Attendant: Here is a room for you. 对不起,让您久等了,女士,还有一个房间. Guest: Thank you very much. 十分感谢你。 Attendant You are welcome. It is my honor. 不用谢，这是我的荣幸。 Lesson 3 Checking out退房 Attendant: Good morning, sir. How may I help you? 早上好，先生。有什么可以帮到您的呢？ Guest: May I have my bill? 我可以付账了吗？