Five diamond Criteria and Language 翻译.doc

Criteria and Language using for five diamond standards 酒店五星五钻服务标准 Check in Attendant provides a warm and sincere greeting; recognizes guest appropriately 客人抵达后要热情诚挚地问候：/ Good morning / Good afternoon / good evening / how may I assist you? 早上好/中午好/晚上好//我可以帮您吗？ Make eye contact, and smile 眼神接触、微笑 Focus on consistence eye contact with the party instead of the computer and other distractions. Ask for the name in which the party’s reservations were made. 尽量保持眼神接触避免注意力集中在电脑上，询问客人姓名并问是否有预定。 Ask if the party has stayed at the hotel previously, then welcome them or welcome them back. Remain conversant through out the check-in process 询问客人之前是不是有住过本酒店，之后对客人表示欢迎或者欢迎其再一次的到来，熟练地为客人办理整个入住程序 Attendant addresses guest by name during initial greeting, as appropriate thereafter 在最初的时候要尽可能以其姓氏加先生或女士热情称呼，之后同样 Use guests surname at least 3 times during the check-in process. 在整个办理入住的过程中至少以客人的姓氏称呼3次 Attendant acknowledges guests waiting in line with a warm and welcoming greeting 要向排对等候的客人热情的问候， Make eye contact and smile to the next guest in line 在一位客人快要到达面前时要眼神接触并微笑 Registered guests are not asked for duplicate information 不要重复询问客人重复的信息 If guest information already on file (such as address or email), instead of asking the guest for the information again, ask to reconfirm the information: “do you still live on 123 street” 如果客人的信息已经在档案中（例如地址、电子邮箱）只需确认。例如：“您是否还住在123街吗？“ Attendant confirms rate and type of room 确认房间的价格和类型 Confirm terms of the reservation: arrival, departure, number of guests, type of room, smoking preference Attendant delivers messages discreetly 谨慎传递客人信息 All messages that contain room numbers, telephone numbers, times of events should be written down for the guest 所有包含房间号，电话号码，的信息都应该写下给客人 Attendant provides room number discreetly 谨慎提供房间号 Room number are never read aloud “your room is right here” point the room number that are written down for the guest 决不能大声读出“你的房间就在这儿”，只需要给客人指一下他的房间号 Attendant places all registration materials into the guest’s hands 办理完之后将所有登记的资料递到客人