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1、标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-英语服务手册 （V1.0）Version.2009.01Page 1 of12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传。目目录录一、Check in （入住登记）.2二、Check-out(结账).3三、Lease（租借物品).4四、Safety box （保险箱）. 5五、Morning call/Wake up c
2、all （叫醒服务）.5六、Laundry （洗衣服务）.5七、Business service（商务服务）.5八、Ticketbooking （订票服务）. 6九、Luggage storage（行李寄存）.6十、Call taxi （叫出租车）.6十一、Open the door （开门服务）.6十二、Opening timeof the Restaurant （餐厅时间）.6十三、Long distance Call（长途电话问讯）.7十四、Others （其他）.7十五、Information（outside）问询服务（酒店外）.8a)Sightseeing/shopping 观光/购
3、物.8b)Finding a restaurant 店外找地方吃饭光/购物.8c)Bank 银行/金融服务.9十六、Housekeeping 客房服务.9十七、Basic Expressions基本用语/问话.10a)Where?在哪儿?.10b)When?什么时间？.10c)What?什么样的?.11d)Why?为什么?.11e)How much/many(花)多少?.11f)Who/Which?谁?哪个?.11g)How?如何?怎么.?.12h)Showing you Understand/Dont Understand 表示明白/表示不明白.12标准运作程序标准运作程序 STANDARD
4、STANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 2 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 h一、一、CheckCheck I In n （入住登记）（入住登记）Id like to check in . 我想办理入住。Do
5、you have reservation ? 您有预定吗？May I know you name ? 请告诉我您的姓名好吗？Sorry , we are full-house , I can recommend Vienna HotelAigou foryou .对不起，我们满房了，我为您推荐维也纳爱国店。Are you member of Vienna Hotel Rewards ?您是嘉宾俱乐部的会员吗？Would you please show me your Vienna Hotel Card ?您能出示嘉宾卡吗？What kind of room would you like ?您需
6、要哪种房？We have single room ,which would you like ?我们有单人间，您需要哪种？Standard twin room (2 beds)标准双人房Queen size room (180200)大床房（床 180200）King size room (200200)商务大床房（床 200200）Suits套房The room rate is . yuan per night . 房价是每晚元。Is there any discount of the room rate? 房价有折扣吗？We have special rate for Vienna Hot
7、el member only.我们只对嘉宾会员有特别优惠价。How long will you staying ? 您想住几天？About .nights . 约.天。Would you like non-smoking room ? 您是需要无烟房吗？标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 3 of 12本手册内容属
8、于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hCould you please show me your passport ? 请出示您的护照。Would you please sign your name ？ 您能签个名吗？May I imprint your credit card ?我可以刷您的信用卡吗？For cash deposit, we would require .RMB . 请您预交.元押金。Have there any minibar in the room
9、? 房间里有迷你吧吗？Yes有。Would you like breakfast in hotel ? 您希望在酒店用早餐吗？We have breakfast buffet, 28 yuan per person . 酒店提供中西自助餐， 每位 28 元。Heres your room key . 这是您的房间钥匙。Your room is on the 6thfloor . 您的房间在 6 楼二、二、Check-Check-O Outut( (结账结账) )May I have my bill, please? Ill check please. 能把帐单给我吗？我想核对一下。May I
10、have your deposit receipt and your room key? 您把押金收据和房卡钥匙给我好吗？Did you have any late charges this morning? 您今早又有新的消费吗？How would you like to pay? 你打算以何种方式付账？By Credit card please. (Cash)请刷卡结帐（用现金）Your bill comes to . yuan .您帐单共计.元。Could you please check the bill and sign? 您能核对下帐单并签个字吗？There has been a
11、mistake in the bill .帐单上有一处错误。标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 4 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hSorry, Which on
12、e ? Let me check detail again. 对不起，哪一项？让我再仔细核查一次。This is your receipt. 这是您的发票。How long from hotel to the airport? 酒店到机场需要多长时间？About . by taxi. 乘出租车大约.时间。三、三、LeaseLease（租借物品（租借物品) )Do you have hairdryer?请问你们有吹风机吗？烫衣板和熨斗Irin&Board多功能插座Extension Board/Adapter针线包Sewing Kit雨伞Umbrella小剪刀Scissors胶水Glue客房加床
13、Extra Bed麻将桌和牌Mah-jong/CardsYes, we have. May I have your name and room number, please?是的，我们有。您能告诉我您的姓名和房号吗？Do you have the Mah-jong for lend? 请问你们有麻将出租吗？Yes, we have .yuan per hour. 是的，我们有.元每小时。Please sign your name in this form. 请在借物单上签字。标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERAT
14、INGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 5 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 h四、四、SafetySafety B Boxox （保险箱）（保险箱）Can I leave this in the safety-box? 我能把这个东西寄存在保险柜里吗？We have safety box
15、. 酒店能提供保险箱。五、五、MorningMorning C Call/Wakeall/Wake U Up p C Callall （叫醒服务）（叫醒服务）Could you wake me up at .tomorrow morning? 你能在明早点叫醒我吗？What time? Please write down. 是几点？请写一下叫醒时间。六、六、LaundryLaundry （洗衣服务）（洗衣服务）Do you have laundry service? 你们可以提供洗衣服务吗？Yes, we have, please fill in the laundry list. 我们可以提
16、供， 请填写洗衣单。I need it back soon. 我希望洗衣早点送回来。There is a special express service, but should extra charge. 有加急服务，需要加收服务费。七、七、BusinessBusiness S Serviceervice（商务服务）（商务服务）Can I send a fax?我想发份传真。Copy复印Access the Internet上网Ill do it for you, the charge will be yuan. 我帮您做，费用是元。We have a Business Center. 我们有
17、商务中心。标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 6 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 h八、八、TicketTicket B Bookingooking （订票服务）（
18、订票服务）Can I book air ticket in hotel? 我能在酒店订机票吗？Please contact with our Business Center, the extention number is .请与我们商务中心联系，分机.九、九、LuggageLuggage S Storagetorage（行李寄存）（行李寄存）Can you store luggage for guest? 可以寄存行李吗？We can store luggage for hotel guests. 我们可以为客人寄存行李。十、十、CallCall T Taxiaxi （叫出租车）（叫出租车）
19、How to call a taxi? 怎么叫出租车？We can call taxi for you. 我们可以帮您叫车。十一、十一、 OpenOpen T Thehe D Dooroor （开门服务）（开门服务）I forget the key in my room. 我把钥匙忘房间了。May I have your name/room number? 请问您的姓名/房号。Please show this one to the room attendant. 请把这条子 （客房开门通知单）给客房服务员。十二、十二、 OpeningOpening T Timeime ofof T Thehe
20、 RestaurantRestaurant （餐厅时间）（餐厅时间）What time is the Breakfast served ？ 几点钟供应早餐？Lunch中餐Dinner晚餐标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 7 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律
21、责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hBreakfast time is 7:00-10：00早餐时间在 7：00-10：00Lunch午餐.Dinner晚餐.十三、十三、 LongLong D Distanceistance CallCall（长途电话问讯）（长途电话问讯）How to dial IDD ? 请问如何拨打国际长途电话？Please dial 9 first , then dial the country code and area code .请先拨 9，然后国家代码、地区代码.How to Dial Local Ca
22、ll?请问如何拨打本地电话？Please dial 9 first, then dial the telephone number.请先拨 9，然后拨电话号码十四、十四、 OthersOthers （其他）（其他）How about the weather? 天气如何？The temperature .温度是度。Its cloudly/Sunny/Rainy/Windy/Snowy天气多云/晴好/下雨/刮风/下雪Can I get some small exchange , please？ 可以帮我换点零钱吗？I have pain in my teeth.我牙痛。I am under the
23、 weather.我不舒服，生病了。Do you want to see a doctor?你要去看医生吗？I write down Chinese of the hospital, please show the taxi driver. 我写下来医院的中文名称，请出示给出租司机看标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Pag
24、e 8 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 h十五、十五、 InformationInformation（O Outsideutside）问询服务（酒店外）问询服务（酒店外）a)a) Sightseeing/ShoppingSightseeing/Shopping观光观光/ /购物购物What are the main points of interest?主要的观光景点有哪些？I provide Sightseeing tour for you,
25、 includeyuan per person,向您推荐城市观光游，包括.项目, 每位.元.What are the opening hours/close?什么时候开门/关门The business hour is.营业时间是.Wheres the main shopping center?主要的/大型的购物中心在哪儿?Ill write the name in Chinese, please show the taxi driver.我写下来中文名称,您可以出示给出租车司机看.How much time from hotel to the airport/railway station?
26、从酒店到机场/火车站多长时间?About. minutes, 大约.分钟.b)b) FindingFinding a a RestaurantRestaurant 店外找地方吃饭光店外找地方吃饭光/ /购物购物Can you recommend a good restaurant to me?能给我们推荐个好餐厅吗?Would you like Chinese food or Western food?您要吃中餐还是西餐?Yes,I recommend. for you,its our traditional local restaurant.好的,我向您推荐. 它是我们地方风味餐馆.Ill
27、write the name in Chinese, please show the taxi driver.我用中文写下来,您可以出示给出租车司机看.标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 9 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态
28、度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hc)c) BankBank 银行银行/ /金融服务金融服务Can I exchange foreign currency here?这儿能兑换外币吗?We cant provide foreing currency exchange我们不提供外币兑换服务.Where Can I withdraw money on my credit card here?哪里可以用信用卡取钱?Please go to the bank for exchange. 请到银行换钱.Wheres the ATM? 哪儿有自动提款机?Go straight
29、first, turn left/right 向前直行,然后左转/右转十六、十六、 HousekeepingHousekeeping 客房服务客房服务I need one more quilt.请给我加一条被子I need another pillow.我需要多加一个枕头I need some fresh towels.我需要新的毛巾I have run out of drinking water.我的饮水用完了The telephone is out of order.电话坏了The wash-basin is clogged.面池堵了The toilet is stopped up.厕所堵
30、了The water tap dripping.水龙头漏水The air conditioner dose not work. 空调坏了Yes, wait a moment please. 好的,请您稍等标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 10 of12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和
31、外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hWell send someone to repair it.我马上叫人去修理My I clean your room?我能打扫您的房间吗?十七、十七、 BasicBasic ExpressionsExpressions基本用语基本用语/ /问话问话a)a)Where?Where? 在哪儿在哪儿? ?Where is it? 它在哪?Where are you going? 您去哪儿?This way, please,sir/madam.先生/女士,这边请GO straight a
32、head. 向前直行Go across/go past the.穿过.Turn right/left 向右/左转Go up/down the (stairs) 上楼/下楼Take the lift/elevator to the. floor 乘电梯到楼On the . floor. 在.层.At the end of the. Top bottom 在.的尽头/上边/下边Its beside the.在.的旁边Take the bus/subway (underground, metro)/taxi to乘公共汽车/地铁/出租车到It will take about. Minutes to
33、get there到那儿大约需要.分钟b)b) When?When? 什么时间？什么时间？When does the. Open? . (场所)什么时间开门?标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部操作手册 （V1.0）Version.2009.1Page 11 of12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定
34、成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hWhen does the . Arrive? . (出租车等)什么时间到达?At. 0clock在.点钟c)c) W What?hat? 什么样的什么样的? ?What is it?这是什么?What kind of.?这是什么样的?What would you like?您想要什么样的?Id like我想要d)d) Why?Why? 为什么为什么? ?Why is that? 为什么会这样?Because of the. /weather因为. /天气的缘故e)e) HowHow Much/ManyMuch/Many (
35、(花花) )多少多少? ?How much is it?这个多少钱?How many?一共有多少?How long?多长时间?How often?多长时间一次?About. yuan大约.元About. minutes. 大约.分钟f)f) Who/Which?Who/Which? 谁谁? ? 哪个哪个? ?Whos there?是谁呀?标准运作程序标准运作程序 STANDARDSTANDARDSTANDARDSTANDARDOPERATINGOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDUREPROCEDURE维也纳商务连锁酒店-前厅部
36、操作手册 （V1.0）Version.2009.1Page 12 of12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传，违者追究法律责任。态度决定一切，细节决定成败态度决定一切，细节决定成败 总裁：黄德满先生总裁：黄德满先生 hWhich one do you like?您想要哪一个?This one/that one这个/那个Not that one不是那个g)g)How?How? 如何如何? ? 怎么怎么? ?How would you like to pay? 您想怎么付账?By credit card/cash 用信用卡/用现金How are you gettin
37、g there? 您想怎么到那儿去?By taxi/subway(underground, metro)bus乘出租车/地铁/公共汽车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?对不起,请您再重复一下好吗?Sorry, I dont understand ,I ll get you my supervisor/manager,对不起,我不明白,我请我的主管帮助您.One moment/just a moment, please,请稍等一下-