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1、標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-英語服務(wù)手冊 （V1.0）Page 1 of12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳。目目錄錄一、Check in （入住登記）.2二、Check-out(結(jié)賬).3三、Lease（租借物品).4四、Safety box （保險箱）. 5五、Morning call/Wake up call （叫醒服務(wù)）.5六、L2、aundry （洗衣服務(wù)）.5七、Business service（商務(wù)服務(wù)）.5八、Ticketbooking （訂票服務(wù)）. 6九、Luggage storage（行李寄存）.6十、Call taxi （叫出租車）.6十一、Open the door （開門服務(wù)）.6十二、Opening timeof the Restaurant （餐廳時間）.6十三、Long distance Call（長途電話問訊）.7十四、Others （其他）.7十五、Information（outside）問詢服務(wù)（酒店外）.8a)Sightseeing/shopping 觀光/購物.8b)Finding a 3、restaurant 店外找地方吃飯光/購物.8c)Bank 銀行/金融服務(wù).9十六、Housekeeping 客房服務(wù).9十七、Basic Expressions基本用語/問話.10a)Where?在哪兒?.10b)When?什么時間？.10c)What?什么樣的?.11d)Why?為什么?.11e)How much/many(花)多少?.11f)Who/Which?誰?哪個?.11g)How?如何?怎么.?.12h)Showing you Understand/Dont Understand 表示明白/表示不明白.12標準運作程序標準運作程序 STANDARDSTANDARDSTANDAR4、DSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 2 of 12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生h一、一、CheckCheck I In n （入住登記）（入住登記）Id like to check in . 我想辦理入住。Do you have reservation ? 您有預定嗎？M5、ay I know you name ? 請告訴我您的姓名好嗎？Sorry , we are full-house , I can recommend Vienna HotelAigou foryou .對不起，我們滿房了，我為您推薦維也納愛國店。Are you member of Vienna Hotel Rewards ?您是嘉賓俱樂部的會員嗎？Would you please show me your Vienna Hotel Card ?您能出示嘉賓卡嗎？What kind of room would you like ?您需要哪種房？We have single room ,whic6、h would you like ?我們有單人間，您需要哪種？Standard twin room (2 beds)標準雙人房Queen size room (180200)大床房（床 180200）King size room (200200)商務(wù)大床房（床 200200）Suits套房The room rate is . yuan per night . 房價是每晚元。Is there any discount of the room rate? 房價有折扣嗎？We have special rate for Vienna Hotel member only.我們只對嘉賓會員有特別優(yōu)惠價。7、How long will you staying ? 您想住幾天？About .nights . 約.天。Would you like non-smoking room ? 您是需要無煙房嗎？標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 3 of 12Could you please show me your passport ? 請出示您的護照。W8、ould you please sign your name ？ 您能簽個名嗎？May I imprint your credit card ?我可以刷您的信用卡嗎？For cash deposit, we would require .RMB . 請您預交.元押金。Have there any minibar in the room? 房間里有迷你吧嗎？Yes有。Would you like breakfast in hotel ? 您希望在酒店用早餐嗎？We have breakfast buffet, 28 yuan per person . 酒店提供中西自助餐， 每位 28 元。Her9、es your room key . 這是您的房間鑰匙。Your room is on the 6thfloor . 您的房間在 6 樓二、二、Check-Check-O Outut( (結(jié)賬結(jié)賬) )May I have my bill, please? Ill check please. 能把帳單給我嗎？我想核對一下。May I have your deposit receipt and your room key? 您把押金收據(jù)和房卡鑰匙給我好嗎？Did you have any late charges this morning? 您今早又有新的消費嗎？How would you li10、ke to pay? 你打算以何種方式付賬？By Credit card please. (Cash)請刷卡結(jié)帳（用現(xiàn)金）Your bill comes to . yuan .您帳單共計.元。Could you please check the bill and sign? 您能核對下帳單并簽個字嗎？There has been a mistake in the bill .帳單上有一處錯誤。標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPRO11、CEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 4 of 12Sorry, Which one ? Let me check detail again. 對不起，哪一項？讓我再仔細核查一次。This is your receipt. 這是您的發(fā)票。How long from hotel to the airport? 酒店到機場需要多長時間？About . by taxi. 乘出租車大約.時間。三、三、LeaseLease（租借物品（租借物品) )Do you have hairdryer?請問你們有吹風機嗎？燙衣板和熨斗Irin&Board多功能插座E12、xtension Board/Adapter針線包Sewing Kit雨傘Umbrella小剪刀Scissors膠水Glue客房加床Extra Bed麻將桌和牌Mah-jong/CardsYes, we have. May I have your name and room number, please?是的，我們有。您能告訴我您的姓名和房號嗎？Do you have the Mah-jong for lend? 請問你們有麻將出租嗎？Yes, we have .yuan per hour. 是的，我們有.元每小時。Please sign your name in this form. 請在借13、物單上簽字。標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 5 of 12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生h四、四、SafetySafety B Boxox （保險箱）（保險箱）Can I leave this in14、 the safety-box? 我能把這個東西寄存在保險柜里嗎？We have safety box. 酒店能提供保險箱。五、五、MorningMorning C Call/Wakeall/Wake U Up p C Callall （叫醒服務(wù)）（叫醒服務(wù)）Could you wake me up at .tomorrow morning? 你能在明早點叫醒我嗎？What time? Please write down. 是幾點？請寫一下叫醒時間。六、六、LaundryLaundry （洗衣服務(wù)）（洗衣服務(wù)）Do you have laundry service? 你們可以提供洗衣服務(wù)嗎？Y15、es, we have, please fill in the laundry list. 我們可以提供， 請?zhí)顚懴匆聠?。I need it back soon. 我希望洗衣早點送回來。There is a special express service, but should extra charge. 有加急服務(wù)，需要加收服務(wù)費。七、七、BusinessBusiness S Serviceervice（商務(wù)服務(wù)）（商務(wù)服務(wù)）Can I send a fax?我想發(fā)份傳真。Copy復印Access the Internet上網(wǎng)Ill do it for you, the charge wil16、l be yuan. 我?guī)湍?，費用是元。We have a Business Center. 我們有商務(wù)中心。標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 6 of 12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生h八、八、17、TicketTicket B Bookingooking （訂票服務(wù)）（訂票服務(wù)）Can I book air ticket in hotel? 我能在酒店訂機票嗎？Please contact with our Business Center, the extention number is .請與我們商務(wù)中心聯(lián)系，分機.九、九、LuggageLuggage S Storagetorage（行李寄存）（行李寄存）Can you store luggage for guest? 可以寄存行李嗎？We can store luggage for hotel guests. 我們可以為客人寄存行李18、。十、十、CallCall T Taxiaxi （叫出租車）（叫出租車）How to call a taxi? 怎么叫出租車？We can call taxi for you. 我們可以幫您叫車。十一、十一、 OpenOpen T Thehe D Dooroor （開門服務(wù)）（開門服務(wù)）I forget the key in my room. 我把鑰匙忘房間了。May I have your name/room number? 請問您的姓名/房號。Please show this one to the room attendant. 請把這條子 （客房開門通知單）給客房服務(wù)員。十二、十二、 O19、peningOpening T Timeime ofof T Thehe RestaurantRestaurant （餐廳時間）（餐廳時間）What time is the Breakfast served ？ 幾點鐘供應(yīng)早餐？Lunch中餐Dinner晚餐標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 7 of 12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料20、，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生hBreakfast time is 7:00-10：00早餐時間在 7：00-10：00Lunch午餐.Dinner晚餐.十三、十三、 LongLong D Distanceistance CallCall（長途電話問訊）（長途電話問訊）How to dial IDD ? 請問如何撥打國際長途電話？Please dial 9 first , then dial the country code and area code .請先撥 9，然后國家代碼、地區(qū)代碼21、.How to Dial Local Call?請問如何撥打本地電話？Please dial 9 first, then dial the telephone number.請先撥 9，然后撥電話號碼十四、十四、 OthersOthers （其他）（其他）How about the weather? 天氣如何？The temperature .溫度是度。Its cloudly/Sunny/Rainy/Windy/Snowy天氣多云/晴好/下雨/刮風/下雪Can I get some small exchange , please？ 可以幫我換點零錢嗎？I have pain in my tee22、th.我牙痛。I am under the weather.我不舒服，生病了。Do you want to see a doctor?你要去看醫(yī)生嗎？I write down Chinese of the hospital, please show the taxi driver. 我寫下來醫(yī)院的中文名稱，請出示給出租司機看標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V23、1.0）Page 8 of 12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生h十五、十五、 InformationInformation（O Outsideutside）問詢服務(wù)（酒店外）問詢服務(wù)（酒店外）a)a) Sightseeing/ShoppingSightseeing/Shopping觀光觀光/ /購物購物What are the main points of interest?主要的觀光景點有哪些？I provide Sightseeing tour fo24、r you, includeyuan per person,向您推薦城市觀光游，包括.項目, 每位.元.What are the opening hours/close?什么時候開門/關(guān)門The business hour is.營業(yè)時間是.Wheres the main shopping center?主要的/大型的購物中心在哪兒?Ill write the name in Chinese, please show the taxi driver.我寫下來中文名稱,您可以出示給出租車司機看.How much time from hotel to the airport/railway sta25、tion? 從酒店到機場/火車站多長時間?About. minutes, 大約.分鐘.b)b) FindingFinding a a RestaurantRestaurant 店外找地方吃飯光店外找地方吃飯光/ /購物購物Can you recommend a good restaurant to me?能給我們推薦個好餐廳嗎?Would you like Chinese food or Western food?您要吃中餐還是西餐?Yes,I recommend. for you,its our traditional local restaurant.好的,我向您推薦. 它是我們地方風味餐26、館.Ill write the name in Chinese, please show the taxi driver.我用中文寫下來,您可以出示給出租車司機看.標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 9 of 12本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)27、決定成敗 總裁：黃德滿先生總裁：黃德滿先生hc)c) BankBank 銀行銀行/ /金融服務(wù)金融服務(wù)Can I exchange foreign currency here?這兒能兌換外幣嗎?We cant provide foreing currency exchange我們不提供外幣兌換服務(wù).Where Can I withdraw money on my credit card here?哪里可以用信用卡取錢?Please go to the bank for exchange. 請到銀行換錢.Wheres the ATM? 哪兒有自動提款機?Go straight first, tu28、rn left/right 向前直行,然后左轉(zhuǎn)/右轉(zhuǎn)十六、十六、 HousekeepingHousekeeping 客房服務(wù)客房服務(wù)I need one more quilt.請給我加一條被子I need another pillow.我需要多加一個枕頭I need some fresh towels.我需要新的毛巾I have run out of drinking water.我的飲水用完了The telephone is out of order.電話壞了The wash-basin is clogged.面池堵了The toilet is stopped up.廁所堵了The wate29、r tap dripping.水龍頭漏水The air conditioner dose not work. 空調(diào)壞了Yes, wait a moment please. 好的,請您稍等標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 10 of本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗30、態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生hWell send someone to repair it.我馬上叫人去修理My I clean your room?我能打掃您的房間嗎?十七、十七、 BasicBasic ExpressionsExpressions基本用語基本用語/ /問話問話a)a)Where?Where? 在哪兒在哪兒? ?Where is it? 它在哪?Where are you going? 您去哪兒?This way, please,sir/madam.先生/女士,這邊請GO straight ahead. 向前直行Go across/go pas31、t the.穿過.Turn right/left 向右/左轉(zhuǎn)Go up/down the (stairs) 上樓/下樓Take the lift/elevator to the. floor 乘電梯到樓On the . floor. 在.層.At the end of the. Top bottom 在.的盡頭/上邊/下邊Its beside the.在.的旁邊Take the bus/subway (underground, metro)/taxi to乘公共汽車/地鐵/出租車到It will take about. Minutes to get there到那兒大約需要.分鐘b)b) Wh32、en?When? 什么時間？什么時間？When does the. Open? . (場所)什么時間開門?標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 11 of本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生hWhen does33、 the . Arrive? . (出租車等)什么時間到達?At. 0clock在.點鐘c)c) W What?hat? 什么樣的什么樣的? ?What is it?這是什么?What kind of.?這是什么樣的?What would you like?您想要什么樣的?Id like我想要d)d) Why?Why? 為什么為什么? ?Why is that? 為什么會這樣?Because of the. /weather因為. /天氣的緣故e)e) HowHow Much/ManyMuch/Many ( (花花) )多少多少? ?How much is it?這個多少錢?How many?34、一共有多少?How long?多長時間?How often?多長時間一次?About. yuan大約.元About. minutes. 大約.分鐘f)f) Who/Which?Who/Which? 誰誰? ? 哪個哪個? ?Whos there?是誰呀?標準運作程序標準運作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE維也納商務(wù)連鎖酒店-前廳部操作手冊 （V1.0）Page 12 of本手冊內(nèi)容屬于維也納酒店集團內(nèi)部資料，任何人35、未經(jīng)許可不得翻印和外傳，違者追究法律責任。態(tài)度決定一切，細節(jié)決定成敗態(tài)度決定一切，細節(jié)決定成敗 總裁：黃德滿先生總裁：黃德滿先生hWhich one do you like?您想要哪一個?This one/that one這個/那個Not that one不是那個g)g)How?How? 如何如何? ? 怎么怎么? ?How would you like to pay? 您想怎么付賬?By credit card/cash 用信用卡/用現(xiàn)金How are you getting there? 您想怎么到那兒去?By taxi/subway(underground, metro)bus乘出租車/36、地鐵/公共汽車On foot 步行With a friend和朋友一起h)h)ShowingShowing YouYou Understand/Understand/DontDont UnderstandUnderstand 表示明白表示明白/ /表示不明白表示不明白Im sorry, Could you repeat that,please/I beg your pardon?對不起,請您再重復一下好嗎?Sorry, I dont understand ,I ll get you my supervisor/manager,對不起,我不明白,我請我的主管幫助您.One moment/just a moment, please,請稍等一下-