酒店前臺為外賓辦理入住流程-wenkub
2024-10-29 06 本頁面
【正文】 you take US dollar/HK dollar/MOP(你們收美金/港幣/葡幣嗎？)前臺：Yes Sir/Ms.（是的）叫收銀來正常收押金。前臺：I’m afraid I can’t find your reservation, Sir/Ms.（很抱歉，恐怕沒有查到您的預(yù)定。(18)收回筆和RC單，核對房卡后遞出房卡。房價(jià)是500元/晚）(11)客人：Ok.(12)前臺：We need 1000 Yuan as you like to pay it by cash or credit card?（我們需要1000元押金，您是付現(xiàn)還是刷卡呢？）(13)客人：Credit card is fine / Cash.(就信用卡吧/現(xiàn)金好了)并遞過信用卡或現(xiàn)金。希望大家都能從中學(xué)習(xí)到自己需要的知識，提高自己的技巧和水平，為自己和這個(gè)團(tuán)體貢獻(xiàn)力量?？腿俗叩角胺?米處時(shí)(1)前臺：Good morning Sir/Ms, What can I do for you?(早上好，先生/女士，我能為您做些什么)(2)客人：Yes, I want to check in, please.（我想辦理入住）(3)前臺：Well Sir/Ms, do you have any reservation?（好的，請問您有預(yù)定嗎？）(4)客人：Yes, I’ve booked one/two/… rooms.（是的，我訂了1/2/…個(gè)房）(5)前臺：Could you tell me what name did you use to book the room?（能告訴我是以什么名字訂的嗎？）(6)客人：Frank.(7)前臺：May I see your passport, please?（請您出示一下您的證件）(8)客人：Sure.（好的）并拿出護(hù)照。(14)前臺接過信用卡或現(xiàn)金，開始進(jìn)行正常拿房流程。(19)前臺：Sir/Ms, here is your room ’s on the seventeenth(17) wish you have a nice day.（先生，這里是您的房卡，房間在17樓，祝您入住愉快。）May I know which way did you book the room?（能告訴我您是通過什么途徑預(yù)定的嗎）客人：From internet/pany.（通過網(wǎng)絡(luò)/公司）可通過此信息縮小搜索范圍 前臺：May I know when did you book the room?（能告訴我您是什么時(shí)候預(yù)定的嗎）客人：A few minutes ago(幾分鐘前)此時(shí)可打電話進(jìn)預(yù)訂部查詢是否有新預(yù)定未做單如果經(jīng)過排查找到預(yù)定，則可以繼續(xù)進(jìn)行第（10）。（2）客人拿出借記卡/儲蓄卡前臺：Excuse me, Sir/Ms, do you have credit card?（不好意思，請問您有信用卡嗎？）客人：No, I only have this card.（不，我只有這個(gè)卡）前臺：Well, you can use this card to settle the room rate and pay an extra 500 Yuan cash as deposit.(那您可以用這張卡來結(jié)房費(fèi)，然后再另付500元現(xiàn)金作為雜費(fèi)押金)（3）客人拿出其他國家貨幣前臺：Sorry Sir/Ms, we don’t take you have Chinese money or US dollar/HK dollar/MOP（不好意思，我們不收這種貨幣，請問您有人民幣或是美金/港幣/葡幣嗎？）有時(shí)如果實(shí)在聽不懂客人說什么，可以請客人再說一次或者寫下來Pardon Sir/Ms?（請?jiān)僬f一遍）Could you write down it, please!（請寫下來）常見的客人不滿意理由：The room is cold（房間冷）May I send you a heater?（給您送個(gè)暖爐怎么樣）The room has bad smell（房間有異味）May I change a room for you?(換個(gè)房間怎么樣)The room is too far from each other.（房間隔太遠(yuǎn)，出現(xiàn)在訂多間房時(shí)）回答同上 My TV doesn’t work!（我的電視不能看）I’ll send a room service to help you.（我叫個(gè)客服去幫您）I can’t use the internet!（我不上網(wǎng)）回答同上常見客人電話咨詢及回答：How can I use the internet? Do you have wireless internet in room?（我該怎么上網(wǎng)，房間有無線網(wǎng)絡(luò)嗎？）We only have Wifi in Lobby, we have cable in
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