服务流程

一、准备工作

• 确保穿着整洁，佩戴工作证，戴上手套和帽子。
• 检查大堂的卫生和秩序，清理杂物，摆放花卉，调整灯光和音乐。
• 检查行李车的数量和状态，保持清洁和完好。
• 检查门口的交通情况，避免拥堵和混乱。
• 与前台和其他部门保持良好的沟通，了解客人的预订情况和特殊需求。
• 准备好当地特色的欢迎小礼品（部分酒店不提供）。

二、迎接客人

• 当看到客人驶入酒店时，立即走到车边，微笑致意，并用礼貌的语言问候客人，如“Good morning, welcome to our hotel.”（早上好，欢迎光临我们酒店。）
• 为客人开车门，并帮助他们下车。如果有老人或者小孩，要特别关照。
• 询问客人是否需要帮助搬运行李，并根据客人的回答采取相应的行动。如果客人需要帮助，要小心地将行李从车上取下，并放到行李车上。如果客人不需要帮助，要尊重客人的意愿，并告知客人可以随时找到自己或者同事。

三、引领客人

• 将行李车推到大堂，并将其停放在合适的位置。不要阻挡其他客人或者员工的通道。
• 引导客人到前台办理入住手续，并介绍前台的员工，如“This is Cindy, she will help you with the check-in process.”（这是辛迪，她会帮助您办理入住手续。）
• 如果前台有排队等候的情况，要向客人道歉，并请他们稍等片刻。同时，要提供一些饮料或者小吃给客人，并向他们介绍酒店的设施和服务。

Part 1. 基础词汇

Part 2. 关键句型

一、问候客人

• Good morning/afternoon/evening, welcome to our hotel. 早上/下午/晚上好，欢迎来到我们酒店。
  • Good morning, welcome to Hilton Hotel. 早上好，欢迎来到希尔顿酒店。
  • Good afternoon, welcome to Marriott Hotel. 下午好，欢迎来到万豪酒店。
  • Good evening, welcome to Sheraton Hotel. 晚上好，欢迎来到喜来登酒店。
  • 这是一个礼貌地向客人表示欢迎的句型，可以用来展示酒店的热情和专业。
  • 这个句型可以根据不同的时间段和酒店的名称进行变化，例如：

• I’m the concierge, how may I help you? 我是礼宾员，有什么可以帮您的吗？

  • I’m the concierge, do you need any information or advice? 我是礼宾员，您需要什么信息或者建议吗？
  • I’m the concierge, do you need any assistance with your luggage? 我是礼宾员，您需要我帮您拿行李吗？
  • I’m the concierge, do you need any arrangements for your transportation? 我是礼宾员，您需要我为您安排交通吗？
  • 这是一个向客人提供帮助的句型，可以用来了解客人的需求和问题。
  • 这个句型可以根据不同的情况进行变化，例如：

• We are delighted to have you as our guest, and we would like to offer you this welcome gift as a token of our appreciation. 我们很高兴您成为我们的客人，我们送您这份欢迎礼物，以表达我们的感激之情。

二、引导客人

• Please follow me, I’ll show you to the reception. 请跟我来，我带您到前台。

  • Please follow me, I’ll show you to your room. 请跟我来，我带您到您的房间。
  • 这是一个引导客人到前台的句型。这个句型可以根据不同的情况型进行变化，例如：

• The reception desk is over there, please go ahead and check in. 前台在那边，请您先过去办理入住手续。

  • The reception desk is on the right, please go ahead and check in. 前台在右边，请您先过去办理入住手续。
  • The reception desk is on the second floor, please take the elevator and check in. 前台在二楼，请您乘坐电梯上去办理入住手续。
  • The reception desk is very busy right now, please wait for a moment and check in. 前台现在很忙，请您稍等一会儿再办理入住手续。
  • 这是一个引导客人到前台的句型，可以用来说明酒店的流程和规则。
  • 这个句型可以根据不同的情况进行变化，例如：

Part 3. 情景对话

Concierge: Good morning, welcome to Hainan Paradise Hotel.

Guest: Thank you, it’s a beautiful place.

Concierge: We are delighted to have you as our guest, and we would like to offer you this welcome gift as a token of our appreciation.

Guest: Oh, what is it?

Concierge: It’s a necklace made of coconut shells, carved with our hotel’s logo. It’s a traditional craft of Hainan, and it represents good luck and happiness.

Guest: That’s very nice of you, thank you very much.

Concierge: You’re very welcome. Please allow me to put it on for you.

Concierge: Do you need any assistance with your luggage?

Guest: Yes, please. That would be great.

Concierge: How many pieces do you have?

Guest: I have two suitcases and a backpack.

Concierge: OK, no problem. I’ll take them to the luggage trolley for you.

Guest: Thank you very much.

Concierge: You’re welcome. Please follow me to the reception desk. By the way, may I ask where are you from?

Guest: I’m from Norway.

Concierge: Oh, I see. How do you like Hainan so far?

Guest: I love it. It’s so warm and sunny here.

Concierge: I’m glad to hear that. How long are you staying here?

Guest: I’m staying for a week.

Concierge: That’s wonderful. There are many attractions and activities to enjoy here. You can visit the beach, the tropical forest, the volcano park, and so on.

Concierge: Here we are, this is the reception desk. Please check in with Leo Wang, he will help you with the process. I’ll send your lugagge to your room later.

Guest: OK, thank you very much.

Concierge: The reception desk is over there, please go ahead and check in.

Concierge: 早上好，欢迎来到海南乐园酒店。

Guest: 谢谢，这里很美。

Concierge: 我们很高兴您成为我们的客人，我们想送您这份欢迎礼物，以表达我们的感激之情。

Guest: 哦，这是什么？ Concierge: 这是一个用椰子壳做的项链，上面雕刻了我们酒店的标志。这是海南的传统工艺，它代表着好运和幸福。 Guest: 你们太好了，非常感谢。

Concierge: 不客气。我帮您戴上它。

Guest: 好的。

Concierge: 您需要我帮您拿行李吗？

Guest: 是的，请帮忙。那太好了。

Concierge: 您有几件行李？

Guest: 我有两个行李箱和一个背包。

Concierge: 好的，没问题。我会把它们放到行李车上给您。

Guest: 非常感谢。

Concierge: 不客气。请跟我来到前台。顺便问一下，您是从哪里来的？

Guest:我来自挪威。

Concierge: 哦，我明白了。您对海南的印象如何？

Guest:我很喜欢。这里很温暖和阳光。

Concierge: 我很高兴听到这个。您打算在这里住多久？

我打算住一周。

Concierge: 太棒了，这里有很多景点和活动可以享受。您可以去海滩，热带森林，火山公园等等。

Concierge: 我们到了，这是前台。请您先办理入住手续，我们一会帮您把行李送到房间。

Guest:好的，非常感谢。

Part 4. 课堂练习

• Which of the following sentences is used to greet the guest and offer a welcome gift?

  • A. We are delighted to have you as our guest, and we would like to offer you this welcome gift as a token of our appreciation.
  • B. We are sorry, but we don’t have any other rooms available at the moment.
  • C. We have a room available for you with a balcony.
  • D. This is your room key, please keep it with you at all times.
  • Answer: A
• Which of the following sentences is used to help the guest with their luggage?
  • A. Do you need any assistance with your luggage?
  • B. Do you need any information or advice?
  • C. Do you need any arrangements for your transportation?
  • D. Do you need any other services or facilities?
  • Answer: A
• Which of the following sentences is used to guide the guest to their room?
  • A. Please follow me, I’ll show you to your room.
  • B. Please follow me, I’ll show you to the elevator.
  • C. Please follow me, I’ll show you to the restaurant.
  • D. Please follow me, I’ll show you to the gym.
  • Answer: A
• Which of the following sentences is used to introduce the air conditioning in the room?
  • A. This is the air conditioning switch, you can adjust the temperature according to your preference.
  • B. This is the air conditioning filter, you can change it if it gets dirty or dusty.
  • C. This is the air conditioning vent, you can open or close it according to your preference.
  • D. This is the air conditioning manual, you can read it if you have any questions or problems.
  • Answer: A
• Which of the following sentences is used to ask the guest about their origin and travel plans?
  • A. By the way, may I ask where are you from?
  • B. By the way, may I ask what are you doing here?
  • C. By the way, may I ask how do you know our hotel?
  • D. By the way, may I ask who are you traveling with?
  • Answer: A