总台服务规范用语I、日常工作常用服务规范用语一、电话服务规范用语1、接起电话第一句Good morning, Reception, ***speaking, Can I help you, 您好！总台！请问有什么可以帮您！2、请您稍等，我将电话转到您朋友的房间Please hold on, I’m transferring your call to your friend’s room.3、***先生，您好！您朋友***的来电Good morning Mr.***, you have a call from ***4、对不起，先生，您朋友的电话占线I’m sorry Sir, her line is busy now.5、您需要留言给她吗？Would you like to leave a message?6、谢谢您的来电，再见！Thank you for your calling, bye!二、接待服务规范用语1、先生下午好！请问有什么能为您效劳的吗？Good afternoon, Sir, May I help you?2、您有预定房间吗？Have you got a reservation?3、您订了主楼的一个单人间，住两个晚上，房价是***/天，是吗？Y ou have booked a single room on main building for two nights, the room rate is ***per night, is that all right?4、请你出示您的护照，我为您办理入住登记手续。
May I have your passport, please, I will get through with the registration procedure for you.5、请问您用何种方式支付押金？How would you like to pay for the deposit?6、***先生，这是您的房卡和早餐券，您的房号是2009Mr. ***, here is your room key and breakfast coupon, your room number is 20097、您可以在大堂吧享受免费早餐，早餐时间6：30到9：30。
Y ou can enjoy free breakfast in the lobby bar, the offer time is 6:30 to 9:30.8、祝您住店愉快！Wish you will enjoy your stay with us.三、退房服务规范用语1、***先生，早上好！请问您是要退房吗？Good morning, Mr. ***, are you going to check-out?2、您昨晚休息的好吗？Have you got a good sleep last night?3、请问您消费过房间的小酒吧吗？Excuse me! Sir, Have you used mini-bar last night?4、***女士,请问您是用现金还是信用卡来支付呢？Excuse me! Mrs.*** , how would you like to pay the bill? Credit card or cash?5、***先生，请问您是否已经检查过您的行李，以免遗留贵重物品在房间Excuse me! Mr. ***, have you checked all your luggage, and make sure you don’t leave any important things in the room.6、请收好您的帐单，我们期待您的再次光临！Please keep your receipt and we hope to see you again soon!7、王小姐，再见！祝您旅途愉快！Good bye! Miss. Wang! Have a nice trip!四、换房服务规范用语1、***先生！请问您是要换房吗？Mr.***, Do you want to change the room?2、请问是房间的哪些方面让您不满意吗？Excuse me! Are there anything wrong with that room, and makes you feel unsatisfied?3、***先生，您将换到一个面朝花园的大床房！Mr.***, Y our new room will view the garden!4、我们礼宾会将您的新房卡和早餐券送到您的房间，并协助您换房！Our bellman will bring the new key and breakfast coupon to your room, and help you to change the room!5、希望您住店愉快！Hope you are enjoying your staying!五、叫醒服务规范用语1、晚上好！***先生！您是需要叫醒吗？Good evening! Mr.***, do you want morning call?2、麻烦您跟我核对一下您的房号和姓名吗？Excuse me! Sir! May I know your name and room number?3、您需要几点叫醒呢？What time do you want us to wake you up?4、跟您核对一下您的叫醒时间：您的叫醒时间是明天早晨6：30I’d like to confirm the wake-up time: you order a morning-call at 6:30 tomorrow morning.5、好的！祝您晚安！Ok! That’s fine! And good night!六、外币兑换服务规范用语1、先生！早上好！请问您是要兑换外币吗？Good morning! Sir! Do you want to change some money?2、今天的汇率是***，您需要兑换多少呢？According to today’s exchange rate, one hundred us dollar in cash is equivalent to *** Y uan. How much would you like to change? Sir!3、先生麻烦您在兑换单上签下名Will you sign your name here? Sir!4、先生，这是您的钱，请点一下并保存好您的兑换证明！Sir, here is the money. Please have a check and keep the exchange memo.II、情景演练Check-In：无预定客人入住Checking in for the guest without reservationR-Receptionist/接待G-Guest/宾客R：下午好，女士、先生，有什么能帮到您的吗？Good afternoon, Sir and Madam. May I help you?G：下午好，我是杰克。
威尔森，我和我妻子刚到这里，我们想要一个房间住两个晚上。
Good afternoon, I’m Jack Wilson. My wife and I have just arrived. We’d like to have a room at your hotel for two nights.R：欢迎光临我们饭店，请问您有预定过房间吗？Welcome to our hotel. Have you made any reservation?G：没有。
请问能帮我们安排一个双人床的房间吗？I’m afraid not. Could you arrange a double room for us?R：请您稍等一个，我帮您查看一下。
Wait a moment, please. Let me check.……R：一个朝屋顶花园的双床房，您看可以吗？Oh, what about a double with garden view?G：多少钱一天呢？How much is it per day?R：人民币618元一天It’s 618 Y uan.G：好的！我就要这个房间了。
Ok, I’ll take it.R：麻烦您出示一下您的护照好吗？Could you show me your passports, Please.G：谢谢您！Thank you.……R：不好意思，请问您的押金怎么支付呢？How will you be paying?G：我可以用信用卡吗？Can I pay by credit card?R：当然可以，维萨卡、万事达卡和运通卡可以在我们酒店使用。
Certainly. We take Visa, Master Card, and American Express.G：太好了！我有维萨卡。
Great I have Visa CardR：好的！请问我可以压印一下您的维萨卡吗？That’ll be fine. May I imprint your V isa Card, Please?G：好的！给您！Here you are.……R：谢谢！麻烦您在登记单上签名。
Thank you. Please have a signature in this registration form.……R：非常感谢！您的房号是2009，这是您二位的钥匙。
我们房间是免费赠送早餐的，您可以在一楼大堂吧享用，时间是6：30-9：30。
我们行李员会帮您拿好行李，送您到房间。
祝您入住愉快！Thanks. Y our room number is 2009, here is your key, And you can enjoy free breakfast in the lobby bar, the offer time is 6：30 to 9：30. Our bellman will show you up with your luggage. I hope you’ll enjoy your stay with us.G：谢谢！That’s very kind of you.Check –out退房C：cashier/收银员G：guest/宾客C：早上好，先生，能为您做些什么吗？Good morning, sir. May I help you?G：我要退房I want to check-out.C：好的！请问我可以收回您的房卡吗？May I have your room key, please?G：可以，给你！Y es, Here you are.C：您是住在2118的索非亚小姐吗？Is this Miss. Sophie Dupon? Room number, 2118G：是的。