【正文】 e for the cancellation of the credit cards. 明星服務中心的傳真機用途是什么？明星服務中心的傳真機是內部使用的。What is a message?Show the trainee what a message is and how we use it. Show the trainee what kind of messages are possible, to remove one and how to make one. Put a few test messages into a reservation, so that the trainee can see how it looks etc. See appendix 40.“Message” 是什么？告訴學員什么是“留言” 和怎么使用留言?？腿嗽谏虅罩行纳暇W是要收費的。明星服務中心將每4小時保存一次。如果你不知道客人姓名則稱呼 “先生”，“小姐”。 祝您愉快！What do you say if you connect a telephone call with a guestroom or a department?Always tell the guest what you are going to do!! If the guest asked for reservations, you will say: I will connect you with reservations, or if it is a person: I will connect you to Mister Smith.Always use the word “connect”, never the word “transfer”! If something is not clear to you or you need more information, name the caller always Sir/ Madam if you do not know the name. If you do know the name, use it!! Like, “ thank you mister Smith”. Do not forget to inform the person or department to tell that there is a phone call and who it is and subject of calling.當你轉接電話去客人房間或其它部門時你應怎么做？在轉接電話時一定要先知會客人！比如客人需要做預定，你將說。如果是VIP客人則要在第二天早晨人工叫醒并告訴客人當天的天氣情況。How do I answer a wakeup call?If a guest calls for a wakeup call, confirm the time, room number and name and write it down. If it concerns a VIP, the wakeup call had to be done personally the next morning, including the weather forecast.如果客人需要叫醒服務時應怎么回答？如果客人需要做叫醒服務，確認時間，房號和姓名并做好記錄。Within how many rings do you have to answer the phone?You have to answer every call within 3 rings.電話響幾聲應接起？電話響起三聲之內都應接起。Day 2 – StarserviceToday the trainee is going to be at Starservice the whole day. The trainee will learn the telephone etiquette and standards. You have to tell the trainee about the telephone system, about some parts of the Opera system and explain the emergency procedures. You will start the day with the FO briefing. 今天學員將在總機呆一天，學員將學習電話禮儀和服務標準。What kind of machines are there in the gym?Walk machines, bicycle machines, weightlifting machines, dumbbells etc.健身房有哪些機器/跑步機，自行車，舉重、啞鈴。What are the differences between superior/ SPG and Executive rooms?The executive rooms have more amenities, like a rain shower, a digital alarm clock and are located on higher floors. Guests staying in an executive room/ suite can use the EF lounge.普通房、SPG會員樓層、行政商務房之間有什么區(qū)別？樓層更高，景色更好，噪音更小。How many extra beds does the hotel have?The hotel has more than 10 extra twinbeds.酒店可有多少加床可以提供？酒店大概有10個以上的加床。其它客人可以去商務中心接發(fā)傳真。Where is the Yellow Pages?In 1 of the nightstands.黃頁在哪？黃頁在床頭柜上。Where is the laundry valet?In the closet the laundry valets can be found.哪里可以找到洗衣單？洗衣單在衣柜里。關上后客人要再次按上“Lock”鍵以確保保險箱鎖上。What are the costs of the tea and coffee?The tea and coffee in the room are plimentary.茶和咖啡怎么收費？客房里的茶和咖啡是免費的，客人可以免費使用。What can you see on TV and when does it turn on?SPG TV pops on if the guest activates the electricity.SPG TV客人進門時播放的是哪個頻道？SPG 頻道。Where are the toilets nearest to the Front Desk?The toilets behind the Front Desk.哪些廁所離前臺最近？前臺后面就是客用廁所。Which newspapers are brought in the morning and to whom?The China Daily and Dongguan City are brought to the rooms in the morning. VIP’s will receive 1 of these 2 newspapers, as well guests who requested a newspaper. The Financial Times and the South China Post can be bought as well.我們在早晨會遞送哪些報紙，遞給誰？中國日報和東莞日報會在每天早晨遞送。Which rooms have a balcony?There are some rooms with a balcony. Hotel policy states that we are not allowed to open the window for guests, for safety reasons.哪些房間有陽臺？我們有一些房間有陽臺?？偨y(tǒng)套房：吸煙，3018房。豪華圓景房：吸煙和非吸煙依據樓層而定，有兩間圓景雙人房。Which floors are smoking and nonsmoking?Smoking: 8,9,10,13, 15, 16, 18, 19, 20, 21, 26, 27, 28.Non Smoking: 11,12, 17, 22, 23, 25, 29, 30.哪些吸煙樓層？ 哪些是非吸煙樓層？吸煙：8, 9, 10, 13, 15, 16, 18, 19, 20, 21, 26, 27, 28非吸煙：11，12, 17, 22, 23, 25, 29, 30Which floors are SPG?The SPG floors are 23, 25 and 26.哪些樓層是SPG會員樓層？SPG會員樓層是：23，25，26。 他們在參觀4樓和5樓時，將被問到以下問題：What is our hotel address, phone number, address and fax number?Sheraton Dongguan Hotel, S256 Provincial Highway, Houjie Town, Dongguan City, Guangdong Province, . China 523962, Tel: (86769) 598 8888, Fax: (86769) 590 8888EMail: 我們酒店的地址，電話、傳真和郵箱地址是什么？中國廣東省東莞市厚街鎮(zhèn)S256省道莞太路段 郵編：523962電話： 傳真：郵箱： How many hotel