酒店英语酒店英语
HOTEL ENGLISH
助力酒店管理 | 提升英语能力
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01 相关词汇
01入住相关
02 付款方式
挂房账 room charge
城市挂账(公司往来账) City ledger
微信支付 Wechat pay
支付宝支付 Ali pay
贝宝支付 PayPal
内部挂账/OC Office Check
宴请挂账 Ent/Entertainment
支票 cheque
- 语音 -
[player id='4535']
02 关键句型
01 询问客人
2)Do you have a reservation?
3) Have you made a reservation, Madam?
02 进行登记
2) Would you mind filling in the registration form sir?
3)Have you got any identification?
4) May I have a look at your passport, sir?
5) May I have your membership card or phone number?
6)Will this be (room) charge or cash?
7) Please charge to Room 2216
8)Please hold on while I run your credit card through the machine.
03 登记完毕
2) Your room number is 2010, and this is your key.
3) Please don't leave anything behind.
03 Dialogues
01 让客人等候
G: What's wrong?
怎么了?
C: Sorry that there's something wrong with our computer.
G: How long will it last?
C: Wehave been repairing it. It will be all right with 10 minutes. Sorry to keep you waiting.
G: That's Ok. I haven'treserved before. Is it the busy time?
C: Notat all. we have rooms available.
G: I see. thanks!
C: Mypleasure, thank you for your understanding these magazines are prepared foryour needs.
G: OK!
02 有预订客人
G: Yes, I have a reservation for tonight.
C: May I have your name or phone number?
G: John Smith.
C: OK. Let me check... a standard room for three nights starts from today, right?
G: Yes, that's right.
C: Please give me your ID card.
C: Here it is.
C: Waita minute please.
OK, this is your key card, your room is2068. The lift is in the right way.
G: Thank you!
03 网上团购客人
Yes, I was a member of the group buying online. And I have made a reservation.
C: Oh,I see. May I have your name first?
Yes, Mary King.
C: Yes, a double room.
G: Right!
C: Please give me the number and code of your order and your ID card.
G: Here it is!
Wait a moment please.
G: Fine.
C: The number and code are right. And I'm afraid that we need a deposit of 300 Yuan
G: I see. Here is 300 Yuan.
C: OK,here is your ID card, key card and WIFI code. Hope you have a nice day.
G: Thank you!
04 知识加油站
01散客接待服务
（一）无预订散客
(15)检査信息的正确性并输入客人的档案中。
(16)登记卡要存放进客人入住档案栏中,以便随时查询
（二）有预订散客
(1)客人抵达时,首先表示欢迎,有礼貌地问明客人的姓名并作称呼。
(2)确认客人已预订后,査询抵店名单。
(3)査到客人预订的资料后,立即与客人确认房间的类型、数量、住宿费、停留天数等。
(4)核对一切有关文件、护照、身份证、签证有效期等
(5)确认无误后向客人说明酒店的押金制度,并报出确切的押金数目。
(6)客人交付押金后,将房卡交给客人。
(7)入住手续完毕后,询问客人是否需要行李员帮忙。
(8)如不需要，则告之客人电梯的方位和房间大致位置。
(9)如需要则通知行李员将客人行李送入客房。
(10)祝客人住店愉快。
(119)检查信息的正确性并输人客人的档案中。
(12)登记卡要存放进客人入住档案栏中,以便随时查询。
02 团队接待服务
2.接待团队入住
(1)前台接待人员与销售联络量一同札貌地把固队客人引领至团队入店登记处,请客人准备有效身份证办理登记。
(2)团队联络员告知领队有美事宜,包括早、中、晚把点,酒店其他设施等
(3)接待人员与领队确认房间数,人数及叫早时间。
(4)经确认后,请团队联络员在团队明组单上签学且前台接待处人员亦需在上面签字确认。
(5)团队联络员和领队接治完毕后,前台接待员协助领队发放钥匙,并告知客人电梯的位置。
3.信息储存
(1)手完毕后,前台接符员将准确的房号名单转交礼安部,以便行李发送。
(2)修正完毕所有更改事项后,及时将所有有关信息输入电脑。
(三) 接待VIP客人
1.准备工作
(1)填VIP申请单,上总理审批签字认可。
(2)VIP房分配力求选择同类房中方位、视野、景致、环境、房间保养方面处于最佳状态的客房。
(3)VIP到达酒店前要将装有房卡、钥匙等的欢迎信封及登记卡放至大堂经理处。
(4)大堂经理在客人到达前检查房间,确保房间状态正常。
(5)客房内的欢迎礼品配送恰当无误。
2.办理入住
(1)准确掌握当天预抵VIP客人姓名。
(2)以客人姓名称呼客人,及时通知大堂经理,由大堂经理或酒店更级别领导亲自迎接。
(3)大堂经理向客人介绍酒店设施,并亲自将客人送至房间。
3.信息储存
(1)复核更新有关VIP客人资料,并准确输入电脑。
(2)在电脑系统中注明该房间客人的VIP信息，以提示其他各部门或人员注意。
(3)为VIP客人建立客史档案,并注明身份,以备查询。
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