酒店宾馆服务用语中英文版文章.doc

No: HK-SOP-02-05 Date : 2011-08-11 Policy and Procedure 政策与程序 GM Approval_________ 总经理批准 Dept Head Submitted By: ________ 部门经理提交 DFA Verified By: _________ 财务行政总监确认 DO Approval _________ 营运总监确认 Evening Turn-Down Service 夜床服务 Purpose: Standardization of the procedure of providing evening turndown service. 目的： 提供晚间开床服务的标准程序。 Procedure: Reserved Room (Vacant St): 预定房间（空房状况） Press the doorbell three times and call out “Good evening, housekeeping service” before unlocking the door with your key. 按门铃三次，在用钥匙开门之前报称“晚上好，客房服务” Use the key tag to switch power and turn on the light. 用钥匙卡开电源然后开灯。 Draw the blackout curtains completely. 完全地关厚好窗帘。 Fold ankle of duvet according to standard instructions. If only one person is present, turn down the bed by the bathroom wall near the phone. (Remove the bedspread from the bed if bed with it) 按指定的标准折叠被子的角。如果只要一个客人，开靠电话浴室墙边的床。（如果床是有床罩拿走） Take the breakfast menu from the doorknob or the compendium, and place it on the pillow. For VIP guests, place a fresh flower on the opened duvet(just for VIP). 从门把上拿早餐牌或文件夹里，放在枕头上，对于贵宾客人，放一只鲜花在打开的被子的角上（只针对贵宾）。 Replace the ice cubes if necessary. 如需要补充冰块。 Place the bath mat in front of the bathtub. 在浴缸前放好地巾。 Make one last check of the room before turning off the lights, keeping only one bedside lamp on. 在关灯前确保做一次最后检查，只保留床边的一盏灯。 Remove the key tag, close the door, and make sure that it is locked, then fill out then turn down service report. 拿走钥匙卡，关门，确保它是锁好的，然后填写开床服务报告。 Occupied Room: 住客房： Enter the guestroom 进客房 Press the doorbell three times and call out “Good evening, Housekeeping service,” then wait five seconds to give the guest time to respond. 按门铃三次同时报称“晚上好，客房服务”，然后等五秒给客人回应。 If there is no response, open the door with your key and knock on the door again, while calling out “Housekeeping room attendant”. 如果没有客人，用你的钥匙开门同时再敲门，报称“客房部服务员” If the guest answers your knock, ask if the guest would like his/her bed turned down now or later. 如果客人回应你敲门，问客人是否愿意现在开他/她床或迟一点开。 If the room is empty, you may e