2024年5月13日发(作者：无线路由器设置界面)

Everyday Service Expression for Receptionist,FO

前台接待标准服务用语与忌语

Front Desk/Receptionist Service Standard English/Chinese and Taboos

情景/问题

Situation/Q's

一、入住登记 CHECK IN

问候、迎接客人 Greeeting

1. 早上／下午／晚上好。欢迎您来索菲特银座大饭店! 我能帮您什么吗?

Good morning/afternoon/evening. Welcome to Sofitel Silver Plaza Jinan!

May I help you?

我想办理入住手续？

"I want to check in."

我没有预定。

"I don't have reservation."

现在还有标准间吗？

"Is there any standard room available?"

回头客入住

Regular Guest Check in

未查到有预定For reservation not found

我的秘书为我预定了房间，你查一下。

"My secretary reserved one room for me,

please check it for me."

2. 先生/女士，您在我们酒店有预定吗？

Sir/Ma'am, do you have a reservation with us?

3. 先生/女士，您想定个单床还是双床的房间?

Would you like a room with a single or twin bed?”

4. 请稍等，我查一下房间情况，好吗？

Just a moment, please. Let me check the room status.

5. 王先生，欢迎您回到索菲特银座大饭店。见到您回来这里真太好了！

Welcome back to Sofitel Silver Plaza Jinan, Mr. Wang. It is nice to have you back

with us again.

6. 抱歉让您久等了，王先生。不过，我查询了预定记录，很遗憾。您能谁给您预定的？给我看一

告诉我预定人的姓名吗？或者您有预定确认单让我看一下，好吗？下您的预定确认单。

I’m sorry to kept your waiting, Mr. Wang. However, I’m having difficulty in

Who did the resrevation for

locating your reservation. Could you please tell me the name the booking was

you? Give me your confirm-

made under or do you have a confirmation slip?

ation slip.

预定了吗？

Do you have a reservation?

标准服务用语

Standard Chinese and English

对客服务中的忌语

Taboo

Prepared by NJ-Tr./YuDa Palace Hotel 20041

Everyday Service Expression for Receptionist,FO

情景/问题

Situation/Q's

房型及价格介绍 Obtain room type

你们酒店都有什么类型的房间？

"What kind of room do you have?"

套房内是什么床型，有沙发吗？

标准服务用语

Standard Chinese and English

7. 我们可以提供标准间的客房，价格是每晚人民币738元；豪华间是

838元或者行政楼层房间是938元，另外收取15%的附加费。

We can offer you a Superior room for RMB738, a Deluxe room for RMB838

or an Executive room for RMB938 plus 15% surcharge per night.

8. 当然了先生/女士,所有的套房都是中型床并带沙发.

我们可以提供经济型套房，每晚人民币XXX元；如果是？？套房，

对客服务中的忌语

Taboo

"What kind of bed in the suite? Is there sofa

就是XXXX元。

in it?"

Certainly,Sir / madam, the suites all have a queen size bed and sofa bed.

We can offer a Junior Suite for RMB…, or an Executive Suite for RMB…

per night.”

用我们公司的名义登记吧。

"Please register in my company's name."

9. 请告诉我您公司名字好吗？

May I know your company name?

10.让您久等了，先生/女士。您公司可以享受30%的优惠。

请问我们公司的协议价有何优惠政策？

"What's benefit in our company's contract?" Thank you for waiting, sir / madam. Your company is entitled to a 30%

corporate discount.

你们酒店的客房有什么不同？11.我们的客房比其它酒店的客房更宽大、舒适。如果您预定我们的客房，

"What's the difference of your guest room?"

您将会得到免费早餐、免费果篮、欢迎茶和免费接机这样的实惠待遇。

Our guestrooms are larger than the other hotels. And if you book an

Executive rooms many benefits are included like complimentary breakfast,

fruit basket, welcome tea and free pick up, etc..

12.您是想住可以吸烟的房间还是无烟房间?

Would you like a smoking or non-smoking room?”

Prepared by NJ-Tr./YuDa Palace Hotel 20042