前台SOP中英文规范用语.docVIP

前台SOP中英文规范用语 一、入住操作规范用语 接待员：先生/小姐，早上/中午/晚上好，请问有什么可以帮您？ Receptionist: Sir/madam, good morning/afternoon/evening, can you tell me what can I do for you? 宾客：我预定过一个房间，现在入住。 G: Ive booked a room, check in now. 接待员：请您提供预定的姓名或者预定号，可以吗？ Receptionist: the reservation name or confirm number, 宾客：XXX。 G:XXX. 接待员：请稍等，马上为您查询…XXX先生/小姐，您预定的是一个商务大床房，入住一个晚上，房价是5元，包含两份自助早餐，对吗？ Receptionist: please wait a moment, immediately for your query... XXX Sir/madam, have you booked a business bed room,in one night, the charge is 580 yuan, and contains two breakfast, right? 宾客：是的。 G:yes. 接待员XXX先生/小姐， Receptionist:：XXX Sir/madam, a smoke-free room now? 宾客：不需要。 G: no, it isnt necessary. 接待员：您是一位入住吗？ Receptionist: 宾客：是的 G:yes. 接待员：出示您的证 Receptionist: XXX Sir/madam, would you please show me your identity card？ 宾客：给你。 G:give you接待员：谢谢您… XXX先生/小姐，吗？酒店正在推行商祺会员卡，现在可以免费为您办理，成为我们的会员后在下一次入住任何一家开元酒店都可以获得相应的积分和折扣，请问您需要办理吗？Receptionist: thank you... Mr/Mrs/Miss XXX, do you have a membership card of our hotel? Our hotel group is pushing ShangQi membership card, and now you can free for you to deal with, to be our member at the next check in any Newcentury hotel can get the points and discount, do you need to deal with? 宾客：好的，请给我办理一张你们的会员卡。 G: ok, please give me a piece of your membership card. 接待员：请您稍等…请您在留下您的联系电话和邮箱其他的信息我们会帮您补充。这张是您的会员卡，请收好，下次当您入住开元酒店时请出示您的会员卡便可，另外还可体验会员的专享服务Receptionist: please wait a moment... please sign your name on this form and leave your phone number and email, if you have some special request about room and beverage ,please sign it .we will help you add other information. This is your membership card, please keep it, next time when you check in newcentury hotel, please show your membership card can be discounted and integral, the integral can exchange our air miles and gift ，also can experience the exclusive member services. 宾客：（填写好后交给接待员） G: (fill in and hand it to the receptionist) 接待员：谢谢请问您的怎么支付?是使用现金还是信用卡呢？ Receptionist: thank you... XXX Sir/madam, how to pay the depo