前厅部宾客关系组标准用语
一、Meeting guest in the lounge 在大堂遇到客人
1.Good morning/afternoon/evening, welcome to Ramada Plaza Hotel Wuxi,how may I help you? Would you like to have dinner or check in? 早上好/下午好/晚上好,欢迎光临无锡华美达广场酒店,有什么可以帮您的吗?请问您是就餐还是办理入住呢？ 2.XX Restaurant, this way please! 去XX餐厅就餐请这边走！
3.Check-in ,this way please,I’ll show you to Front Desk ! 办理入住这边请，我带领您到我们的前台去办理手续！ 4.This receptionist will check in for you.这位前台接待员会为您办理入住
5.Thank you for your stay in Ramada Plaza Hotel Wuxi.If there’s anything I can do for you,please feel free to call me or Front Desk.I’m Guest Relation Officer,XX.This is my busine card ,thank you.Hope you enjoy your stay here.谢谢您入住无锡华美达广场酒店，您在住店期间有任何事情需要我们帮助的话可以随时与我或前台联系.我是宾客关系主任我叫XX.这是我的名片,谢谢您,希望您在本店能居住的愉快
二、Guest complaint 客人投诉
1.Mr XX,I’m very sorry for inconvenience caused to you,I can fell your despreion./If it happened to me,I’ll also feel upset.
XX先生,很抱歉给您造成了不便,我能理解您的沮丧感觉。/ 换成是我，我也一样会感到失望。
2.I’ll check it ,after 5 minutes reply to you ,is that Ok? 我去查一下,5分钟后给您回复,可以吗? 3.I’ll tell you details of disposal methods in a second.我会马上告诉您我们的处理方案
4.Thank you for bringing this problem to our attention,please accept our sincere apology for inconvenience caused to you.谢谢您让我们注意到这个问题，给您带来了不便，请接受我们真挚的歉意。
5.Mr XX, I am very sorry for our mistake,I hereby apologize to you.Hope you’ll forgive us for inconvenience caused to you.We aure that it won’t happen again.
XX先生, 由于我们的原因让您这样生气,真是太抱歉了,我郑重的向您道歉,希望您能原谅我们给你带来的不便，我们以后不会再出现这样的问题了
6.We’ll reflect on inconvenience caused to you.To apologize to you,I have upgrade your room for free.In a moment, I personally,together with Concierge ,will change room for you.对于给您带来的麻烦我们会深刻的反省，为了表达我们对您的歉意，我已经帮您的房间做了免费升级，等一下我会协同礼宾部亲自帮您换房
7.We sincerely hope that you enjoy your stay with us.我们真诚的希望您在我们酒店能居住的愉快.8.Is there anything I can do for you?It’s my honor to be always at your service.还有什么可以帮您的吗?我会尽力为您效劳,这是我的荣幸.
三、Safe Box 保险箱
1.Sir, if you need use safe box,it will be convenient for you to use the one in your room.While if you prefer to use the one at Front Desk,we are also pleasure to aist you.May I know your room number,please.
先生,如果您想使用保险箱，我建议您使用房间内保险柜,比较方便,不过若您希望使用前台保险箱的话,我们也很乐意为您服务 请问您的房间号是多少
2.Mr.XX,we have different sizes of safe box,which would you like? XX先生,我们有不同大小的保险箱，您需要哪一种？ 3.let me reconfirm with you your items in the safe box.和您确认一下您存在保险箱内的物品
4.Thank you,Mr.XX ,please wait a moment, I will hand the key back to you after locking the box.
谢谢您XX先生，请您稍等，我锁完保险箱后把钥匙给您。 5.Mr.XX, this is your key,the number of your safe box is XX.XX先生，这是您的钥匙，您的保险箱号码是XX.6.For safety,please show me your identification card.为了安全起见，请您出示你的证件 7.Please sign the Safe box use card.请您在保险箱使用卡上签字 8.Mr.XX,befor handing the key to you ,I have to inform you that there’s only one key for the box ,so please take care of it .If you lose your key ,we’ll charge fee of lock opening and changing, XX Yuan to you.
XX先生,在给您钥匙之前我要跟您讲解一下，保险箱的钥匙仅此一把，希望您能保管好，请您不要丢失，如果此钥匙丢失需要赔偿XX元的开锁费和换锁费用
9.Mr.XX,would you like to double check your key before breaking the safe box? If so,we will charge you XX Yuan as compensation .XX先生，在我们钻保险箱之前您还需要再找一下钥匙吗？因为钻开保险箱将收取赔偿费人民币XX元
四、Greeting through telephone 问候电话
1.Mr./Ms.XX,I’m Guest Relation Officer on duty.XX先生、小姐,您好,我是今天的宾客关系主任
2.Thanks very much for your stay in our hotel in the near future.非常感谢您能入住我们酒店
3.If there’s anything I can do for you during your stay,please fell free to contact us,I’ll try my best to do for you.
您在本店入住期间有需要我们帮助的事情请您随时与我联系 我会尽力帮您解决问题
4.Mr./Ms.XX,are you satisfied with the room,facilities and sevices of our hotel?Could you please offer some opinions and advices to us,so that we can provide better service for you.请问 XX先生、小姐对我们酒店的房间、设施以及服务还满意吗？有什么意见或建议能提供给我们吗？以便我们能更好的为您提供优质的服务。
5.I will follow up it right now.Let me call the department right now and see what we can do for you.我会马上跟进.请允许我现在和部门联系,看一下我们有什么可以帮您的.
6.Mr.XX, I do apologize for inconvenience caused to you.Please wait a second,we’ll handle it at once .X minutes later I’ll call you back.XX先生,很抱歉给您造成了不便,请您稍等,我们马上去解决问题，X分钟后我会给您回电话。
7.Mr.XX,thanks for your valuable advice.Please accept our sincere apology for inconvenience caused to you.XX先生,谢谢您的宝贵意见,对给您造成的不便,请接受我们诚挚的道歉
8.If there’s anything I can do for you,please feel free to contact me.When you’re in room ,please call me at extension XXX.如果您入住期间有任何事情我能效劳的请随时与我联系 我的电话号您在房间拨XXX号
9.Thanks again for your choice of Ramada Plaza Hotel Wuxi,Hope you enjoy your stay with us.再次谢谢您入住无锡华美达广场酒店 希望您能居住的愉快
前厅部商务中心标准用语
1.Mr./Ms.XX,Welcome to Busine Center,Is there anything I can do for you? XX先生、小姐 您好 欢迎来到商务中心 有什么可以帮您的吗？
2.What can I do for you? 请问先生您需要什么服务呢
3.You can copy things here,How many pages would you like ? 我们这里可以复印资料 价格是XX元 请问您要复印多少
4.Mr./Ms.XX, your fax number is XXXXXX,is that right?You’ll send 5 pages,XX Yuan one page,total amount is XX Yuan.Please reconfirm it and sign the bill,thank you.XX先生、小姐 和您确认一下 这是您的传真号码XXXXXXX对吗？您需要发的传真一共有5页，每页XX元钱 ，一共XX元，如果没有问题请您在帐单上帮我签个字，谢谢您
5.Please wait a moment,I’m connecting you to the number of your will.
请您稍等，我正在帮您接通您想要拨的号码
6.Mr./Ms.,I received XX Yuan,thank you.Please wait a moment.XX先生/女士：收您人民币XX元整，谢谢。请您稍等
7.Mr./Ms.XX,I have confirmed your air tickets,the confirmation number is XX,thank you ,have a nice day! XX先生/女士，您的机票已经确认好了，确认号是XX，谢谢您，祝您愉快！
8.Mr./Ms.XX,I’m sorry to have kept you waiting so long.These are what you need to print,20 pages in all,XX Yuan one page ,total amount is XX Yuan,please confirm it .XX先生/女士，让您久等了，这是您要打印的东西 一共20页，每页XX元，一共XX元 请您确认一下。
9.Mr./Ms.XX,this is the postcard of our hotel,please fill in addre after your selecting ,then hand it to me.I’ll inform Post Office to mail it for you as soon as poible,thank you.
XX先生/女士 这是我们酒店推出的明信片，请您挑选后填上您要寄出的地址后交给我，我会通知邮局尽快帮您寄出去的，谢谢您
10.Mr./Ms.XX,What kind of mailing of your package,EMS or common mail? XX，先生/女士请问您的包裹邮寄方式是选择EMS特快专递呢 还是普通邮寄？
11.Mr./Ms.XX ,you have been on the net for 3 hours,this your bill,please confirm it.XX先生/女士 您的上网时间一共是3个小时 这是您的帐单 请您确认一下
12.Mr./Ms.XX please cofirm it.This is your air tickets you ordered,Flight number is C528 , Departure from Shanghai at 10:00 on 19th Sep.,Arrive at Singapore at 14:00.Your name is XXX,Paport number is XXXX.If there’s nothing wrong ,you can pick it up.Thank you.Have a nice trip.XX先生/女士 请您确认一下 这是您定的机票 出发城市上海C528次航班9月19日10点起飞下午14点抵达新加坡 您的名字是XXX 护照号码为XXXX 没有问题您可以拿走了 谢谢您 祝你旅途愉快
