酒店接机服务标准操作(中英版)
最完整的中英文酒店服务指南（上）
最完整的中英文酒店服务指南（上）大堂服务GRAND LOBBY SERVICES1．大堂副理 Assistant Manager TEL 8000位于酒店大堂内，24小时为您提供服务。
The Assistant Manager in the lobby will beat your service at any time.2．问讯∕留言Information ∕ Message TEL 8000如您离开酒店而需与来人或来电联系时，请把您的去处及留言告之总服务台。
You can tell our Information Desk the place to go if you want to be intouch with telephone message or visitors when you are out.3．预订∕接待Reservation ∕ Reception TEL 8001酒店接待处24小时为您提供预订客房、住宿登记等服务。
The Front Desk will provide you with the service of reservation andregistration any time.4．收银∕结账 Cashier TEL 8002位于大堂总服务台，24小时为您提供住宿期间的房费、餐费及其他费用的结算服务。
It’s located at the Front Desk in the lobby. We will provide the 24-hourcheck-out service of your fees during your stay.5．外币兑换 Foreign Currency Exchange TEL 8002位于总服务台收银处，为您提供18小时外币兑换服务。
服务时间：06：00- 24：00It’s located at the Cashier desk. We will also provide the service ofexchanging foreign currency.Service Hours：06：00am-12：00pm6．信用卡 Credit Card TEL 8002欢迎您在酒店使用以下信用卡：银联系列卡、长城卡、牡丹卡、建行龙卡、金穗卡、维萨卡、万事达卡、运通卡、大莱卡、JCB卡。
前台电话接听(中英文)
前台电话如何接听1．接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。
例如：“Hello, this is Information Desk.” 您好，这里是问询处。
“Information Desk speaking. May I help you?” 问询处，请问您要服务吗?2．打错电话时如果是外线打错时，可以回答：I am afraid you have the wrong number. 不好意思，您打错电话了。
This is the LI JIA Hotel, 2234-1156. 这里是丽嘉酒店，电话是2234-1156。
如果是总线转错内线时，可以回答：This is Room Reservation s. I’ll transfer your call to Restaurant Reservations. 这里是客房预约处，我帮您转接到餐厅预约柜台。
I am afraid this is a direct line. We can not transfer your call to the Chinese Restaurant Could youdial 2234- 1156, please. 不好意思，这是直接电话。
我们无法为您转接中式餐厅。
请您改拨2234-1156 好吗？3．当负责的工作人员不在时I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m. 不好意思，林先生现在外出。
他应该会在下午5点左右回来。
I am afraid Mr.Hao is on another line. Could you hold the line, please? 不好意思，郝先生正在讲电话。
请您在线上稍侯好吗？I’ll tell him to call you back when he returns. 他回来时，我会请他回电。
(完整版)酒店接机服务标准操作(中英版)
酒店接机服务标准操作规程G UEST E XPECTATION 客人期望:I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner.我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。
Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要？Answers回答:1.Saves me time. 为我节约时间。
2.Since I am the first hotel employee met by our guest, I will leave thefirst very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。
3.I want to demonstrate our professionalism. 我要展现我们的职业道德。
I am able to offer service that starts at the very beginning with the guest’sarrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。
Summary questions问题小结:1. What should the Airport Representative be equipped with daily?机场代表应该每天带上什么东西？2. How should the Airport Representative meet the guest at theairport arrival exit? 在机场出口站，机场代表应该如何接待客人？3. Why is the impression, which the Airport Representative leavesso important? 为什么为什么机场代表要给客人留下的印象很重要？4. What do I need to do when the guest is in the car? 当客人进入轿车时，我要做些什么？5. Why should the Airport Representative inform the Concierge ofthe guest’s likely arrival time? 为什么机场代表应该告知礼宾部客人可能到达的时间？How should lost luggage be handled? 如何处理丢失的行李？。
酒店接待服务、行李服务流程英语
酒店接待服务、行李服务流程英语Hotel Reception Service and Luggage Handling ProcessIntroductionAs an essential part of the hospitality industry, hotel reception service and luggage handling play a crucial role in providing guests with a seamless and comfortable experience during their stay. This document will outline the standard procedures for hotel reception service and luggage handling, ensuring that guests feel welcomed and valued from the moment they arrive at the hotel.Hotel Reception Service Process1. Greeting and Check-InUpon arrival at the hotel, guests should be warmly greeted by the reception staff. A friendly smile and a welcoming attitude are essential to creating a positive first impression. The receptionist should inquire about the guest's reservation and request identification for check-in. Any special requests or preferences should be noted and accommodated to the best of the hotel's ability.2. Room AssignmentAfter completing the check-in process, the receptionist will assign a room to the guest based on their reservation and room availability. The room key should be provided along with directions to the room and any additional information about hotel amenities or services.3. Payment and RegistrationThe receptionist will request payment for the room and any additional charges that may apply, such as meals, parking, or other services. The guest will be asked to sign a registration form agreeing to the terms and conditions of their stay. Receipts should be provided promptly, and any questions or concerns addressed promptly.4. Information and AssistanceThroughout the guest's stay, the reception staff should be available to answer questions, provide information about hotel facilities, and assist with any requests or issues that may arise. This may include arranging transportation, making restaurant reservations, or helping with directions to local attractions.Luggage Handling Process1. Luggage CollectionUpon arrival at the hotel, guests may arrive with luggage that needs to be transported to their room. The hotel should provide a designated area for guests to drop off their luggage, where it will be tagged with the guest's name and room number for identification.2. Luggage DeliveryOnce the guest has checked in and their room assignment is confirmed, the luggage should be transported to the guest's room promptly. The bell staff should handle the luggage with care, ensuring that it is delivered safely and in good condition.3. Luggage StorageIf a guest arrives before their check-in time or needs to leave their luggage after check-out, the hotel should offer luggage storage services. Luggage should be securely stored in a designated area and retrieved by the guest when needed.4. Concierge ServicesThe hotel's concierge staff should be available to assist guests with luggage handling, including arranging for transportation, booking tours or activities, and providing recommendations for dining or entertainment options. Theconcierge can also provide information about local attractions and help with any special requests or arrangements.ConclusionEffective hotel reception service and luggage handling are essential for creating a positive guest experience and ensuring that guests feel welcomed and valued during their stay. By following the standard procedures outlined in this document, hotels can provide exceptional service that exceeds guests' expectations and encourages them to return in the future.。
接机（旅游服务礼仪情景剧本中英文）
接机（旅游服务礼仪情景剧本中英文）在机场大厅里，于红(Y)，中国旅行社北京分社的导游正在等待来自美国的游客斯图尔特先生(S)。
Y：打扰了，请问您是美国来的斯图尔特先生吗？S：是的。
Y：我是中国旅行社的导游于红。
见到你很高兴。
S：我也是。
谢谢您来接我。
Y：不用谢。
希望你旅途愉快。
这真是一段漫长的飞行。
S：总的来说，它也是一次愉快的旅行。
Y：我想经过这么长时间的飞行您一定很疲劳，我已经在阳光旅店为您预定了房间，让我带您到房间休息。
S：谢谢，但是我已经把行李托运了。
Y：请把您的行李标签给我，我将到行李认领处帮您将他们取回来。
S：太好了。
译文：Meeting the Tourist Group at the AirportIn the airport lobby, Y uhong, a guide from China Travel Service, Beijing Branch, is meeting a tourist Mr. Stewart from the USA Y: Excuse me, but are you Mr. Stewart from the States?S: Why, yes.Y: I’m Y uhong, your tour guide from CTS. How do you do?S: How do you do? Thank you for coming to meet us.Y: My pleasure. Hope you had a good trip. It was quite a long flight.S: On the whole, it was a nice flight.Y: I suppos e you must be rather tired after the long flight. I’ve made a reservation for you at the Sun Hotel. Let me get youto the hotel to have a rest.S: Thank you. But I’ve my baggage checked.Y: Please give me your baggage tag. I will get them for you at the Baggage Claim.S: Great.。
酒店前台接机接待流程英语
酒店前台接机接待流程英语Airport Pickup Guest Reception Procedure.Pre-Arrival:Confirm the guest's arrival information (flight number, arrival time, number of guests).Check for any special requests or VIP status.Prepare welcome amenities and guest information pack.Arrival at the Airport:Greet the guest warmly upon their arrival at the airport.Identify yourself and the hotel you represent.Assist with luggage retrieval and ensure it is loadedonto the hotel's transportation.Transfer to the Hotel:Provide the guest with information about the hotel's location, amenities, and services.Engage in pleasant conversation to make the journey comfortable.Ensure the guest is satisfied with the transportation arrangement.Arrival at the Hotel:Welcome the guest to the hotel and thank them for choosing your establishment.Assist the guest with their luggage to the front desk.Greet the guest by name and confirm their identity.Check-In Process:Obtain the guest's identification and credit card for registration.Verify the guest's reservation and room availability.Process the check-in efficiently and accurately.Provide the guest with the room key and any necessary information cards.Guest Orientation:Provide a brief overview of the hotel's facilities, including restaurants, fitness center, and other amenities.Explain the hotel's safety and emergency procedures.Offer assistance with any special requests or needs.Escorting to the Room:Accompany the guest to their room and ensure they are satisfied with its condition.Explain the room's features and amenities.Answer any questions or provide additional information.Departure Preparation:Inquire about the guest's departure plans and offer assistance.Confirm checkout time and make arrangements forluggage storage or transportation.Thank the guest for their stay and invite them toreturn in the future.Additional Considerations:Be professional, courteous, and attentive throughoutthe interaction.Maintain eye contact and use clear and concise language.Offer personalized service tailored to the guest's individual needs.Handle any unexpected situations promptly and efficiently.Ensure that the guest leaves with a positive impression of the hotel and its staff.Sample Dialogue:Airport:"Good evening, Mr. Smith. Welcome to our city. I am Emily from the Grand Hotel. I will be assisting you with your arrival today."Transfer:"We have a comfortable limousine waiting for you outside. During our ride to the hotel, let me tell you a little bit about our amenities and services."Check-In:"Welcome back to the Grand Hotel, Mr. Smith. We have you booked in a spacious king room on the 10th floor with a stunning city view."Room Orientation:"Your room is equipped with a minibar, coffee maker, and a flat-screen TV. The bathroom features a marble bathtub and a separate shower."Departure:"Mr. Smith, your checkout is scheduled for tomorrow at 12 PM. We can arrange a taxi to the airport or store yourluggage until your departure."Final Farewell:"Thank you for staying with us, Mr. Smith. We hope you enjoyed your time and look forward to welcoming you again soon."。
酒店电话接听标准
标准电话用语Telephone Standard Phrases接听来电 Answering⇨三声之内迅速接听电话，声音清晰、礼貌。
All calls must be answered as soon as possible, within three rings, in a clear and courteous voice.⇨有固定分机的员工应自己接听电话。
Anyone with a designated extension should answer his/her own calls.⇨当无人守候的分机响起时，须使用“抢线”功能接听。
When an unattended telephone rings, the call pick up function must be used.接听自己的分机 Answering your line:⇨使用标准问候 (早上好/下午好/晚上好)Standard greeting (Good morning/Afternoon/Evening)⇨报上部门Give the name of your Department/Division⇨报上自己姓名Give your name⇨提供帮助：能为您效劳吗？Offer assistance: May I help you?例句：早上好！客房部。
我是王芳，能为您效劳吗？Good morning! Hskp. Andy speaking, May I help you?接听别人的分机 Answering someone else's line:⇨使用标准问候 (早上好/下午好/晚上好)Standard greeting (Good morning/Afternoon/Evening)⇨报上部门Identify the office or department⇨报上自己姓名Give your name⇨提供帮助Offer assistance例句：早上好！客房部。
接机服务英文版
Pick Up ServiceProcess:.The concierge collates some related information about pick up service, such as the flight number, the arrival time, the way to contact with guests, etc. Then, to make pick-up cards with detailed information. Meanwhile, to confirm the flight arrival time before two hours that the flight arrives..The driver gets the key from t he Assistant Manager and makes a registration..The concierge contacts with the airport representative or airport information office to know the exact arrival time of the flight. Then to drive to the airport in time..After arriving at the airport, the concierge observes the specific flight arrival time in the screen of the waiting hall; stands in the corresponding place to wait for guests with holding pick-up card..After connecting to guests, to greet to guests and help them to confirm the baggage , tickets and passports; to help them to carry luggage; to guide guests to parking lot with the driver; to ask the guests to get on the bus; to place luggage; and to go back to the hotel..During going back to the hotel, immediately to call back to the Front Office. Besides, actively to communicate with guests; to tell them about the recent weather and remind guests to pay attention to the weather changes, food and drinking water; to introduce the scenery along the way to guests.Remark:. For VIP customers, receptionists should take some relative measures before guests arrive. For example, to set up special channel.. To get in touch with the airport information office or guest and confirm pick-up affairs again if they don't connect to the guests. If cannot contact the guests, they should report to t he Assistant Manager in the first time..Pay attention to your pace when guiding guests.。
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酒店接机服务标准操作规程
G UEST E XPECTATION 客人期望:
I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner.
我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。
Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？
Answers回答:
1.Saves me time. 为我节约时间。
2.Since I am the first hotel employee met by our guest, I will leave the
first very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。
3.I want to demonstrate our professionalism. 我要展现我们的职业道德。
I am able to offer service that starts at the very beginning with the guest’s
arrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。
Summary questions问题小结:
1. What should the Airport Representative be equipped with daily?
机场代表应该每天带上什么东西？
2. How should the Airport Representative meet the guest at the
airport arrival exit? 在机场出口站，机场代表应该如何接待客人？
3. Why is the impression, which the Airport Representative leaves
so important? 为什么为什么机场代表要给客人留下的印象很重要？
4. What do I need to do when the guest is in the car? 当客人进入轿车时，我要做些什么？
5. Why should the Airport Representative inform the Concierge of
the guest’s likely arrival time? 为什么机场代表应该告知礼宾部客人可能到达的时间？
How should lost luggage be handled? 如何处理丢失的行李？。