前臺公安系統(tǒng)入住操作流程-在線瀏覽
2024-10-13 12:16本頁面
【正文】 g 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）并拿出護照。(10)前臺：Well, you’ve booked one/two/… King size bed room/two bed room/suite room for one/two/… the room rate is 500 Yuan per nignt.（您訂了1/2/…間大床/雙床/套房，住1/2/…晚。(14)前臺接過信用卡或現(xiàn)金，開始進行正常拿房流程。(16)前臺：Your signature please./ Please sign here.（您的簽名/請在這里簽名）(17)客人：OK。(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。第（9）部：前臺接過護照，對照電腦沒有查到預(yù)定。）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候預(yù)定的嗎）客人：A few minutes ago(幾分鐘前)此時可打電話進預(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)進行第（10）。若客人不滿意：客人：I’ve booked a see view room!（我明明訂了一間海景房）根據(jù)情況給客人調(diào)整或者解釋。（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，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
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