干货|酒店前台规范用语话术
酒店的前台小姐姐，小哥哥们，天天和顾客打交道，办理无数的C/I&C/O，怎么能没有一个固定话术呢，今天「Hotel先生」和大家分享一篇详尽的前台规范话术。同时，你是不是发现自己的外语开始有退步的迹象了，没关系，这是一篇中英完全版。
接待员Receptionist（R） 客人guest（G）
办理入住（Check In）
R：女士，您好！请问有什么可以帮您！
Good afternoon, madam. May I help you?
G：我想办入住。
Yes, I want to check in.
（一）有预定
R：请问有预定吗？
Do you have a reservation?
G：有的。
Yes
R：女士，麻烦借用一下您的身份证。
Madam, may I have your passport?
（。。。。查询电脑）
R：李女士，您通过携程网预定了一个豪华单间，入住2晚，房价888元包含两份早餐，是吗？
Miss Lee, you have booked a deluxe doubleroom by the TRIP for two nights.The room charge is 888RMB per night, including breakfast for two. Is that correct?
G：是的。
Yes.
R:请问您需要无烟房吗？
Do you want a non-smokingroom？
G：好的，谢谢
Yes，please.
R：李女士，请问有什么特殊要求吗？
Miss Lee, are thereany other requirements?
G：没有。
NO.
（二）无预定
R：请问有预定吗？
Do you have a reservation?
G：没有。
No
R：女士，请问您需要什么房型，入住几晚呢？
Madam, what kind of room would you prefer?And for how many nights?
G：我要个单间住两个晚上。
I want a double room for two nights.
R：女士，我们有五福楼川西民俗风格的豪华单间，价格是888元。还有宏达楼泰式单间，价格688元，请问您需要哪种？
Madam, we have Chuanxi style deluxe doubleroom in the Wufu building. The room rate isRMB888, and we also have the Thailand style double room in the Hongda building available. The room rate for that one is 688.
G：五福楼单间吧。
A double room in the Wufu building, please
R:请问您需要无烟房吗？
Do you want anon-smoking room？
G：好的，谢谢
Yes，please.
R：李女士，请问有什么特殊要求吗？
Miss Lee, are there any other requirements?
G：没有
No
R：好的。女士。麻烦借用一下您的身份证。
Madam, may I have your passport?
R：我们为您安排了三楼面向中庭花园的332无烟房间，您看可以吗？
I have put you in anon-smoking room, room 332 on the third floor, facing the courtyard. Is thatOK?
G：可以。
OK.
（R打印登记单，制作房卡）
R：李女士，确认一下您的入住信息：您入住的是五福楼豪华单间，房号332，退房时间为5号下午两点以前。房价888元包含2份早餐，早餐是每天早上7点到10点在对面望江会所一楼普吉岛餐厅，报房号用餐。
Miss Lee, to confirm your Check-in information. You havea double room in the Wufu building, room number 332. The Check out time is before 2pm on November 5th. Theroom rate is 888RMB per night includingbreakfast for two people. Breakfast is from 7am to10am in the Phuket restaurantin the Wang Jiang Club opposite your building, on the 1st floor. Justtell the waiter your room number.
G：好的。
Yes
R：请问有贵重物品需要寄存吗？
Do you have anythingvaluable want to store in the hotel safe?
G：没有。
No
R：李女士，请您在这里签名并留下联系电话。(客人签名并留电话...)
Miss Lee. Please sign your name here andwrite down your contact phone number.
请问您有开车过来吗？
Did you drive here?
（是/否）
李女士，建议您将车停在地下停车场，在取车前将停车卡拿到总台刷一下可以享受免费停车。
Miss Lee, I suggest you park the car in the under-ground parking lot. The parking card shouldbe swiped at front desk for free before driving off .
G：好的，谢谢
Ok Thank you!
R：李女士，需要收取您2500元押金，请问您是付现金还是刷信用卡呢？
Miss Lee, we need 2500RMB as a deposit. How would you like to pay, in cash or bycredit card?
（刷卡....）
请您在这里签名。（客人签名...）（将身份证、信用卡、PGS单、房卡交给客人）
Please sign your name here
李女士，这是您的房卡，房间在前面小厅坐电梯上三楼332房间。祝您入住愉快！
Miss Lee. This is your room key, your roomnumber is 332. To get there, go through to the inside lobby, turnright and take the elevator to the third floor. We hope you enjoy your stay!
（示意礼宾为客人拿行李，带客入房）
办理结账（Check Out）
R：先生/女士，您好！请问有什么可以帮您！
Goodmorning. How may I help you?
G：332退房。
I want to check out. Room332.
R:：好的。请问需要帮您叫出租车吗？
Do you need a taxi?
G：需要。
YES
（联系礼宾为客人叫车）
R：请问在房间有消费吗？
Did you use the mini-bar?
G：没有。
No
R：（查询电脑账务，并打印账单）李女士，这是您的账单。房间消费总额是1776元。请核对一下。
Miss Lee, this is your bill. The totalcharge is 1776 yuan, please check it.
G：（审核账单无误）
R：李女士，借用一下您的信用卡。
Miss Lee, may I use your credit card?
G：好的
OK
R：（刷预授权确认）这是您的预授权确认单，请签下字。剩下的金额将在3个工作日以内返回到您的卡上。请问需要开发票吗？
(做预授权取消，再刷消费)This is the cancellation of credit card pre-authorized and the recite. Please sign it .Do you need an invoice?
G：需要发票
Yes
R：请写一下单位名称....请问费用名称是开成住宿费吗？
Shall I write your name for the title of invoice and write the item for room charge?
G：是的。这是单位名称。
YES, thanks
（开发票...若单位名称看不清楚，需与客人再次核对再开票）
R：李女士，这是您的发票，请核对一下...我用信封帮您装起来吧？
Miss Lee. This is your invoice, pleasecheck it. I put the bill and invoice in the envelope
G：好的谢谢！
Yes thank you
R：李女士，感谢您的入住，请问您对酒店有什么意见或者建议吗？
Miss Lee. Thank you for staying with us. Do you have any recommendations or suggestions for our hotel?
G：没有，挺好的。
（有意见和建议：视大小联系大堂副理处理或“感谢您的意见/十分抱歉给您带来不便了，我将把您的意见反馈给相关负责人”）
Thank you for your suggestion,/I am sorryfor the inconvenience. I will pass it onto the relevantdepartment manager .
R：李女士，您的车已经到了，期待您的下次光临。
Miss Lee. Your taxi is ready. I hope you have a pleasant day and look forward to your next visit.
（目送客人离开，礼宾带客人上车）
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