助力酒店管理 | 提升英语能力

礼宾英语 | 迎接客人并赠送欢迎品

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

英文词汇 音标 中文意思
Doorman /ˈdɔːrmæn/ 门童
Bellman /ˈbelmæn/ 行李生
Concierge /ˌkɒn.siˈeəʒ/ 礼宾
Luggage /ˈlʌɡ.ɪdʒ/ 行李
Luggage rack /ˈlʌɡ.ɪdʒ ræk/ 行李架
Luggage depository /ˈlʌɡ.ɪdʒ dɪˈpɒz.ɪ.tər.i/ 行李存放处
Luggage trolley /ˈlʌɡ.ɪdʒ ˈtrɒl.i/ 行李车
Driver /ˈdraɪ.vər/ 司机
Elevator /ˈel.ɪ.veɪ.tər/ 电梯
Toilet /ˈtɔɪ.lət/ 洗手间
Airport /ˈeə.pɔːt/ 机场
Taxi /ˈtæk.si/ 出租车
Metro station /ˈmet.rəʊ ˌsteɪ.ʃən / 地铁站
Museum /mjuːˈziː.əm / 博物馆
Rental car /ˈren.təl kɑːr / 租车
Rental bike /ˈren.təl baɪk / 租自行车
Rental scooter /ˈren.təl ˈskuː.tər / 租电动车
umbrella ʌmˈbrel.ə / 雨伞

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

 

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