酒店前臺為外賓辦理入住流程(存儲版)
【正文】 r by credit card? l 您是否有貴重物品寄存？Do you have any valuable deposit to keep here? l 這是您的早餐券，早餐時間是早6：3010：00，在一樓西餐廳。一代證、駕駛證或者護(hù)照登記更需謹(jǐn)慎！在公安系統(tǒng)登記中還需注意外籍客人及港澳臺客人的證件錄入，如帶15歲以下小孩的中國客戶可只登記父母的證件，如是帶小孩的外籍客人，其在中國任何港口入境都需要使用護(hù)照，故不管是幾個月大的嬰兒還是十幾歲的小朋友都需使用其護(hù)照、港澳通行證或者簽證進(jìn)行相關(guān)的登記。⑵預(yù)收水電費；⑶代政府或相關(guān)部門收取的其它有關(guān)費用。（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，然后再另付500元現(xiàn)金作為雜費押金)（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？）有時如果實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?（請再說一遍）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?（給您送個暖爐怎么樣）The room has bad smell（房間有異味）May I change a room for you?(換個房間怎么樣)The room is too far from each other.（房間隔太遠(yuǎn)，出現(xiàn)在訂多間房時）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 your the explorer and enter your room number as user name and password.（只有大堂有無線網(wǎng)。(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?？腿俗叩角胺?米處時(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?。?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。房價是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。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。如客人想要送餐，加毛巾等服務(wù)，可以回答: Please dial 4/5 in yo
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