服务程序.docx
- 文档编号:26286459
- 上传时间:2023-06-17
- 格式:DOCX
- 页数:10
- 大小:17.57KB
服务程序.docx
《服务程序.docx》由会员分享,可在线阅读,更多相关《服务程序.docx(10页珍藏版)》请在冰豆网上搜索。
服务程序
Content
1.Reservationforaroom
2.Check-in
3.Check-out
4.ServiceofFrontoffice
5.Housekeeping
6.Reservationforatable
7.Chinesedishes
8.Westerndishes
9.Buffet
10.Roomservice
11.SettlingComplaints
Reservation
(A:
Clerk,B:
guest)
A:
Goodmorning.Thisisroomreservations.May/CanIhelpyou?
B:
Yes,I’dliketobookaroom.
A:
Thankyou,sir/madam.Forwhichdate.
/Whenfor,please.
B:
FormOct.1toOct.3,twonights.
A:
Forhowmanypeople?
B:
Justmyself.
A:
Whichkindofroomwouldyouperfer,asingleroomoratiwn-bedroom?
B:
Asingleroom.
A:
Asingleroomis160yuanpernight.
B:
It’sOk.
A:
MayIhaveyourname.
DoyoumindifIhaveyourtelephonenumber?
Mr.Smithyoubookeda**roomfrom***to***,theroomrateis***pernight.
Thankyouforyourcalling./Weareexpectingyourcoming.
B:
Howdoyouchargeforthem?
A:
Asingleroomis160yuanpernight,andatwin-bedroomis200yuanpernight.
B:
Ok,I’dliketobookasingleroom.
A:
Pleasewaitamoment,letmechecktheroomlist.I’mafraidthereisnosingleroomavailable.
B:
It’sapity.
A:
Wehopeanotherchancetoserveyou.
Checkin
A:
Goodmorning,Sir.WelcometoBOYUEHOTEL.MayIhelpyou?
B:
Yes,I’dliketocheckinplease.
A:
Doyouhaveareservation(withus)sir?
B:
Yes.
A:
MayIhaveyournameandreservationdate?
B:
RoberStorre,OnSep.20.
A:
Justamoment,please.Thankyouforyourwaiting.Yourreservationisforasigleroomforthreenights.Theroomrateis120yuanpernight.Pleasefillouttheregistrationform.
B:
Ok.Hereyouare.
A:
Thankyou.Letmesee.It’sgood.Couldyoushowmeyourpassport.
B:
Sure.Hereitis.
A:
Thankyou.I’mafraidyouhavetopay720yuanasdeposite.
B:
Ok,Hereisthemoney.
A:
Thankyou.Thisisyourreceipt,pleasekeepitwell.Thisisthekeycardtoyourroom.Wehopeyou’llenjoyyourstaywithus/here.
Checkingout
A:
Goodmorning,sir.CanIhelpyou?
B:
I’dliketocheckout.
A:
Yourdeposite(receipt),please.
B:
Hereyouare.
A:
Thankyou.Yournameandroomnumber?
B:
×××.Inroom306.
A:
Haveyouusedanyhotelservicethismorning.
B:
No.
A:
Howwouldyouliketopay?
B:
Incash/Bycreditcard.
A:
Hereareyourchangeandinvoice.Pleasekeepthemwell.
B:
MayIprintyourcard?
A:
Ofcoure.Hereyouare.
B:
Pleasesignyournamehere.Thankyou.Wehopeyouenjoyedyourstaywithus.WelcometoBOYUEHOTELagain.
HousekeepingService(RoomCleaning)
情景1:
A:
Housekeeping,MayIcomein?
B:
Yes,whatisit?
/Yes,comein,please.
A:
Excuseme,MayIcleanyourroomnow?
B:
Yes,please./I’mafraidit’snotconvenientnow.Canyoucomebacklater?
A:
Whattimewouldbeconvenient,sir?
B:
Canyoucomebackaround4:
00pm.
A:
Certainlysir.Seeyoulater./I’mafraidnocleaningcanbedoneform4:
00pmto6:
00pm.MayIcomebetween6:
00pmand7:
30pm?
B:
It’sok.
B:
(Bytheway)Whenwillyoucleantheroomagain?
A:
Between6:
00pmand7:
30pm.
B:
I’mafraidI’llbemeetinganimportantguest,thattime.
A:
Don’tworry.Justputouta“PLEASEDON’TDISTURB”sign.
情景2:
A:
Housekeeping,MayIhelpyou?
B:
Canyousendsomeoneticleanmyroomnow?
Myfriendwillcometoseemelater.(Myroomissomess)
A:
Certainly.MayIhaveyourroomnumber?
B:
606.
A:
Pleasewaitamoment.
Laundry
情景1:
A:
Doyouhaveanylaundry?
B:
Yes.
A:
Pleasefillinthelaundrylist.
情景2:
A:
Doyouhaveanylaundry?
B:
No.
A:
Ifyouhaveanylaundry,pleaseputtheminthelaundrybagbehindthebathroomdoor.Thelaundrymancomesovertocollectiteverymorning.Andpleasenotifyinthelaundrylistwhetheryouneedyourclothesironed,Washed,dry—cleanedormendedandalsowhattimeyouwanttogetthemback.(Youcandial9tocallhousekeeping.)
给客房打电话:
A:
Hello,isthishousekeeping?
B:
Yes,canIhelpyou?
A:
Ihavesomelaundry.Canyousendsomeonetopickthemup.(pickupmylaundry)
B:
Certainly.(MayIhave)yourroomnumber,madam?
A:
1027.
B:
Theroommaidwillbethereinafewminutes.
A:
Thankyou.
B:
You’rewelcome,madam.
取衣服:
A:
Roommaid,mayIcomein?
B:
Yes,comein,please.
A:
Youarecallingme,aren’tyou?
WhatcanIdoforyou?
B:
Yes,Ihavesomelaundry.
A:
Pleasefillinthelaundrylist.
B:
(Bytheway)I’dliketoknowaboutyourlaundryservicehours.
A:
Ifyourlaundryisreceivedbefore10:
00pm.We’lldeliverittoyourroomby10:
00pm,thesameday.Ifwereceiveditbefore3:
00pm,we’llgetitbacktoyoubynoonthenextday.
B:
CanIgetmylaundrybefore7:
00pm?
A:
Yes,wehaveexpressservice.Itonglytakefourhours.Wecharge50%moreforexpress.
B:
Then.I’llhaveexpress.
送还衣服:
A:
Excuseme,madam.Yourcoatsuitisready.Wouldyouliketocheckit?
Pleasecheckit?
B:
Verygood,thankyou.
A:
Wehopeyouenjoyyourstaywithus.
中餐程序:
餐位预定
A:
HongQiaoRestaurant,canIhelpyou?
B:
I’dliketoreserveatablebythewindowfortwo,please.
A:
Forwhattime?
B:
Around8:
00.Bytheway,whattimedoyouclosethismorning?
A:
Wecloseat11:
30.
B:
DoyouserveSiChuandishes?
A:
Yes,wedo.
B:
Thankyou.
A:
MayIhaveyournameandphonenumber?
B:
×××.15825307074.
A:
Youbookatablebythewindowfortwothiseveningat8:
00for×××.
B:
That’sright.
A:
Thankyou,madam.Welookforwardroservingyou.
B:
Thankyou.Goodbye.
A:
Goodevening.Doyouhaveareservation?
B:
Yes.Thename×××.
A:
Thisway,please.Wouldyouliketosithere?
B:
It’sOk.
A:
Thisisthemenu,pleasetakeyourtime.
B:
Thankyou.
A:
MayItakeyourordernow?
B:
Whatareyourspecialties?
A:
OurrestaurantisfamousforitsslicedbeefwithoystersauceandChickeninCurry.Manypeoplecometoourrestauranttohaveatasteofthem.(manypeopleliketoorderthem.)/Isuggesttomatofriedbeef.It’sdeliciousandworthatry.
B:
I’llhaveslicedbeefandtomatofriedbeef.
Andabowlofrice.
A:
Pleasewaitamoment.Thisisaslicedbeef,tomatofriedbeef,abowlofrice.That’sallforyourdishes.Pleaseenjoyyourmeal.
B:
Water!
A:
WhatcanIdoforyou?
B:
I’dliketopaymybill.
A:
Thisisyourbill.Ittotals120yuan.Pleasechackit.
B:
Noproble.Hereismoney.
A:
Hereareyourchangesandinvoice.Pleasekeepthemwell.Wehopeyouenjoyedyourmeal.WelcometoHongQiaoagain.
西餐程序:
A:
Goodevening,welcometoHongQiaorestaurant.Doyouhaveareservation.?
B:
Yes.
A:
Underwhosename?
B:
×××.
A:
Thisway,please.Takeyouseat.Thisisthemenu,pleasetakeyourtime.Ifyouwanttotakeorder,pleaseletmeknow.
B:
Ok.
B:
Watress!
A:
Yes,whatcanIdoforyou?
Areyoureadytoordernow?
B:
Yes.
A:
Whatwouldyouliketohave?
B:
Asteak,asalad,aboiledegg,afiredegg,acoffee.That’sall.
A:
Howwouldyoulikeyoursteak?
B:
Rare/medium/weell—done.
A:
Whatkindofsaladdressingdoyoulike?
WehaveItalian,Frech,ThousandIslandandBluecheese.
B:
Italian,please.
A:
Howwouldyoulikeyourboiledeggandfriedegg?
B:
Boiledegg3minutes,Friedegg—easyover.(mediumboiledandeasyover)
A:
Wouldyoulikebiackoffeeorwhitecoffee?
B:
Backoffee/Whitecoffee.
A:
Yourcoffeebeservednoworlater?
B:
Nowplease.
A:
Thedishesyouorderareverydelicateintaste.Wouldyouliketoordersomewinetogowithyourmeal?
B:
Yes.
A:
Thisisthewinelist.
B:
Ihavearedwine.
A:
Thewinegoesverywellwithyourdishes.Miss,youordertheasteak,asalad,aboiledegg,afiredegg,acoffeeandaredwine.
B:
That’sright!
A:
Pleasewaitamoment.
B:
Excuseme,thisiscoffee.
A:
Excuseme,thisisyoursteak,salad,boiledeggandfiredegg.Miss,thisisyourredwine,wouldyoulikemetoopenitforyou?
B:
Yes.
A:
That’sallforyourdishes,pleaseenjoyyoumeal.
B:
Watress!
A:
Yes,whatcanIdoforyou?
B:
Mybill.
A:
Justamoment.Thisisyourbill.It’stotals730yuan.Pleasechackit.
B:
Noproblem.Hereismoney.
A:
Waitamomet.Hereareyouchangsandinvoice.Pleasekeepthemwell.Wehopeyouenjoyedyourmeal.WelcometoHongQiaoreataurant.
附加内容:
A:
Couldyoubringsome…../Doyouhaveany…..
B:
I’llgetone./I’llbringsomerightaway.
A:
Wouldyoulikeitcookedalittlemore?
B:
I’llchangeitforyou./I’llgetyouanotherone.
B:
It’snotwhatIordered.
A:
I’msorry.Whatdidyouorder?
A:
Howmuchlongerarewegoingtowaitforourdinner?
Iordermydinner30minutesago.Butithasn’tbeenserneduptonow./I’llseeaboutyourorder.We’reterriblybusy.
房内用餐:
A:
Yes,certainly.Thisisyourdoorknobmenu.Justtickofftheitemsyouwouldlikeforbreakfast,writedownthetimeandhangitoutsideyourdoorbeforeyougettobedtonight.
用餐之后:
B:
Whatshallwedowiththeplateswhenwefinisheating?
A:
Justleavethemoutsideyourdoor.We’lltakecareofit.
情景1:
B:
ThisisMrGreenin324.I’rejusecheckedin.ButIfindmyroomhasn’tbeencleanedsincethelastguest.
情景2:
B:
Thisisroom632.Therearenotowels,soapandtoiletpaperinthebathroom.
A:
I’msosorry,madam.I’llhavethemsenttoyourroom.
情景3:
B:
Canyoudosometheingabouttheshowerinmyroom?
It’sonlyrunningcoldwater.
A:
I’msorry,sir.I’llsendsomeoneuptolookatit.What’syourroomnumber?
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 服务 程序
![提示](https://static.bdocx.com/images/bang_tan.gif)