酒店前厅部接待常见问题中英文对照

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　 酒店前厅部接待常见问题中英文对照

　1 1 、 因为超额预定而使有预定的客人无法安排入住时，怎么办？

　A guest who has made reservation come to our hotel, would like to check in, but because of our excess reservation we have no room vacancy, how can we do?

　对于因超额预定（ over- - booking ）而无法接待的客人要有一个妥善的处理方案

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　联系本地区同星级酒店支付房间差价及往返交通费提供一次或两次长途电话费 ， 方便客人将新的住宿地址告诉有关方面 ， 次日首先考虑该客人的用房 ， 并享受贵宾待遇 。

　To the guest who cann’t be recepted for over-booking ,we need a perfect program to deal with it:first,contact with the region-star hotel, pay the price difference and the travel expenses,then we need provide once or twice long-distance telephone charges for the guest to conveniently tell the new dress to people. Second ,next day,we must consider this guest’s room top-priority, and enjoy VIP treatment。

　2 2 、当客人入住后要保密他的房号、姓名时，怎么办？

　 A staying guest would like to ask DND service, how can we do?

　答：1、问清楚客人的房间号码或登记人姓名，并察看电脑备注栏中的内容。

　 2、核对并确定后，问清楚客人保密程度（对谁保密，保密时间）。

　 3、将客人需要保密的具体内容输入电脑，即在电脑上设置 DND。

　 4、请客人放心，并及时通知总机有关保密事项。

　 First,ask the guest’s room number or the name of register clearly,and check the content in the remarks column of

　computer . Second, Check and identify, ask guests degree of secrecy ,in other word, ask the guest when and who need to be keeped secret. Third,input the content which the guest will be kept secret into computer ,in other word ,set the DND on the computer . 2

　 Fourth,make the guest set his heart at rest,and informed the switchboard in a timely manner about issues of confidentiality. 3 3 、如何推销房间？

　 How to make sa le promotion of our room? 答：1、揣摩客人心理，结合客人身份、来由等特点，灵活运用酒店的销售政策给与合理的推销。

　2、强调房间的价值所在，同时照顾客人的自身利益。

　3、介绍酒店房间的特点，推销酒店产品的特色。尽量展示其服务亮点，引起客人兴趣。

　First,guest what the guest think and contact the feature with identity or why he come to our hotel to sale our room. Flexibility in the use of the hotel"s sales policy to promote rational. Second, To emphasize the value of the room and at the same time take care of the guests of their own interests Third, Introduced the characteristics of hotel rooms, hotel marketing of the product characteristics. As far as possible to demonstrate its services bright spot, caused by interest in the guests. 4 4 、客人要求换房怎么办？

　 A staying guest would like to change another room, how can we do? 答：1、首先问清客人换房的具体原因，判断是属于客人自身的原因还是饭店本身的原因。

　2、查看当前房态表，以确定是否可以找出符合客人要求的客房，原则上尽量满足客人的要求。在此，我们通常会出现两种情况：一种是有房可换，一种是无房可换。

　3、对于有房可换的情况，我们首先是填写一式多份的换房通知单，并更正电脑中的相关资料，同时通知行李生带客人到新的客房。

　4、对于无房可换的情况，我们首先要向客人诚恳地道歉，并解释原因，其次做好交班，为客人留意其喜欢的房间类型，一有空出，立刻帮他转房。

　 First, First of all, ask guests to the specific reasons for moving rooms,judge it"s the reasons for the guest or the reasons for hotel itself. 3

　 Second, view the current state of the Housing Table to make sure whether or not in line with the requirements of the guests rooms. In principle to meet the requirements of the guests. We normally will create two types: one is there may be room forchanging,another is there no room for free. Third, There may be room for the situation, we have to fill in more than one type of notice to move rooms firstly, and correction of computer-related information.At the same time, inform the baggage take the guests to a new room. Fourthly,to the situation of no room for changing, We would first like to sincerely apologize to the guests, And explain the reasons. Second, do a good job shift, Pay attention to the guests for their favorite type of room. One out of time, immediately helped him to the Housing. 5 5 、总机如何做好代客留言服务？ How does Operate help guests leave a message? 答：1、总机处理代客留言包括口头转告和电话留言两种。

　2、作口头转告时需要记录下客人的姓名、房号、留言内容、和电话号码。并填写留言单，迅速送入客人房间。

　 First, Switchboard handle the valet message including twosituation,one is verbal message,another is telephone messages. Second, Oral need to record the names,room number, message content,and telephone number of the guests. And fill out a single message quickly then sent into the guest’s room. 6 6 、客人有贵重物品不愿存怕麻烦怎么办？ Be afraid of bother, guests don’t like to take any valuable in to safe, how can we do? 答：1、首先向客人耐心的解释在酒店前台和客房均有保险箱供客人使用，寄存方便、快捷。

　2、如果客人还是不愿意寄存，我们需要提醒客人贵重物品需妥善保管，如果丢失，酒店概不负责。

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　 First of all, the patience to explain to the guests that at the hotel front and guest rooms have offered the safe for guest ,conveniently and fastly.

　Second, If guests also do not want to storage, We need to remind guests take good care of valuables, the hotel is not responsible for the lost. 7 7 、客人不愿意付押金怎么办？ The guest wouldn’t like to pay the deposit, how can we do? 答：1、首先应了解客人不愿意的具体原因。

　2、若因为客人表示所带现金不够，则可以建议客人选择预收订金的其他方法。（如刷信用卡）

　3、若客人不愿意接受有关预售押金的比例额度，我们应耐心向客人解释饭店的有关规定，同时向客人说明饭店收取一定押金的目的是为了确保客人在本饭店消费的方便性，告诉客人凭房卡在本饭店任何营业点消费，并向客人申明饭店对客人押金会“多退少补”。

　4、若此时客人还是不能接受，则应该及时通知当班大堂副理协助解决。

　5、若大堂副理同意客人少付或者免付押金，则应请大堂副理在客人入住登记单上签名，之后我们于电脑备注重注明，以提示其他员工注意并作好押金的跟催工作。

　First of all, know why the guests do not want to . If because of guests bring cash not enough, we may suggest that guests can choose the proposed deposit in advance of other methods.for example, Brush credit card. If guests do not want to accept the pre-sale credit deposit ratio, We should be patient to the guests to explain the relevant provisions of the hotel. At the same time expain to the guests that to deposit a certain amount is in order to ensure that the guests in the hotel"s consumption conveniently. To affirm the guests of the hotel guests will deposit "Duotuishaobu". if guests still can not accept .we should notice assistant of hall to help resolve .

　if the assitant of hall agree with pay less or free, the assistant of hall should sign his name in the check list of this guest.then we need note 5 in the computer re-marked in order to prompt attention to the other employees and make a deposit with a reminder of the work. 8 8. . 住店客人生病时

　你该怎么办？ 答：1、首先对客人表示关怀，同时记录好客人的姓名和房号，并询问病情，根据病情具体问题具体分析。

　2、如果是常规病，建议由酒店驻店医生进行治疗，但切忌不能为客人代购药品。同时做好交接班，关注此客人并及时配送开水，便于客人服药。

　3、对于突发病，建议客人及时入院，并帮助其拨打急救电话，也可由酒店提供专人、专车护送客人入院，尽快通知客人亲友、同事。

　1.First of all show care to the guest,do a record for his name and room number,and ask the patient situation . According to the condition analyze specific issues. 2. If it’s conventional disease, Recommended by the hotel shop in a doctor for treatment, but we can not get drugs for the guest.do a good job in shift,pay attention to this patient,and distribute water in time in order to facility taking medicine. 3.To the sudden illness, Recommend guest go to hospital, And help to call the emergency phone . Or hotels offering special services may be, car escort guests admitted to hospital, And as soon as possible to inform guests relatives and friends, colleagues.

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