酒店英语教程物品寄存服务

酒店客人行李寄存服务的工作程序
客人行李寄存服务的工作程序
Guest’s Luggage Store Service Procedure
1、客人要求寄存行李物品时应问清房号、件数、提取时间。

2、填写寄存牌，让客人签名，把寄存牌下联交给客人，上联拴在寄存物品上。

如发现行李有破损，应当面向客人说明清楚，并在寄存行李牌上的下联上注明。

3、将寄存行李放入行李房，填写寄存行李登记表，注明行李存放的位置。

4、寄存两件以上的行李，应用绳子把他们拴在一起，并在每件行李上拴上酒
店行李牌，写上房号。

5、一小时以上发寄存牌，寄存时间超过本班次班的放入行李房内，有易碎贵
重物品的则在行李牌上注上小心轻放标志。

6、客人取行李时，应将寄存牌上下联核对清楚后发放行李，并让客人确认。

7、行李员应在寄存行李登记表上签名。

8、若客人取行李时寄存牌下联遗失，应即时向督导反映，不可随便发放。

a、让客人出示有效证件，并复印留底备查。

b、让客人在寄存牌上联上签字说明。

c、在寄存牌下联注明，同时保存好上联。

9、行李寄存牌上若需涂改应在涂改部位签名。

1、行李发放后将上、下联订在一起存档。

总经理致辞大堂服务GRAND LOBBY SERVICES 1．大堂经理Assistant Manager2．问讯∕留言Informatio n ∕ Message3．预订∕接待Reservation ∕ Reception4．收银∕结账Cashier5．外币兑换Foreign Currency Exchange 6．信用卡Credit Card7．退房时间Check-out Time8．客房门卡Room Card9．行李服务Luggage Service10．大堂保险箱Lobby Safe box11．商务中心Business Center12．商场Shopping Center13．残疾人士设施Handicapped Facilities 14．擦鞋服务Shoe-Shine Service15．花店Flower Shop16．租车Car Hire17．着装Dressing18．停车Parking19．行政楼层接待处Executive Floor Reception \GUEST ROOM SERVICES1．客房中心Housekeeping Center2．房间清洁服务Room Cleaning3．房间夜床服务Turn-down Service4．洗衣服务Laundry Service5．小酒吧Mini-Bar6．房间加床服务Extra Bed7．送餐服务Room Service8．擦鞋服务Shoes-shine Service9．叫醒服务Wake-up Call10．饮用水Drinking Water11．电话Telephone12．电吹风Hair Dryer13．冰块Ice Cube14．电熨斗/烫衣板Iron / Iron Board15．房间保密/电话免打扰16．失物招领Lost And Found17．电视节目TV Channel18．网上漫游Internet Service19．空气调节Air Conditioner20．电源总开关Energy Saver21．电源说明Power Supply22．无烟楼层Non-smoking floor23．医疗服务Clinic Service24．环境保护Environmental Protection25．紧急情况EmergencyFOOD & BEVERAGE SERVICES1．宴会预订Banquet Reservation2．大堂吧Lobby Bar3．西餐厅Western Restaurant4．行政酒廊Executive Lounge5．中餐厅Chinese Restaurant6．日韩餐厅Japanese & Korean Restaurant7．洗浴自助餐厅Bath buffet Restaurant8．会议室Conference Room9．送餐服务Room Service会馆服务HEALTH& ENTERTAIMENT SERVICE1．洗浴Bathe2．游泳馆Swimming Pool3．健身房Gymnasium Center4．电影厅Film Hall5．休息厅Lounge6．游乐区Game Area7．棋牌室Chess and Mahjong Room8．SPA理疗室安全指南SAFETY DIRECTORY1．遵守措施2．宾客注意事项Guest’s Notices3．安保Safeguard4．火警Fire Prevention5．火警须知Fire alarm notice电话指南TELEPHONE DIRECTORY1．拨打客房电话Room to Room Calls2．拨打外线电话Outside Calls3．国内直拨电话DDD Calls4．国际直拨电话IDD Calls5．国内、国际直拨须知IDD&DDD Service Guide6．国内、国际长途电话区号IDD&DDD DIRECTORY附表客房物品有偿价格表宝龙国际饭店热忱欢迎阁下光临尊敬的宾客：欢迎您下榻张家口宝龙国际饭店！您的到来，我们饭店全体员工都感到非常荣幸，此《服务指南》为您详细介绍了饭店的各项服务及设施。

客人寄存行李的流程英文When guests arrive at a hotel or other accommodation, they often need a place to store their luggage before check-in or after check-out. This process of luggage storage is an important service provided by hospitality establishments to ensure a smooth and convenient experience for their guests. The luggage storage process typically involves several steps, from the initial drop-off to the final retrieval of the luggage.The first step in the luggage storage process is the guest's arrival at the hotel or accommodation. Upon arrival, the guest will typically approach the front desk or a designated luggage storage area to inquire about the storage service. The front desk staff or a designated luggage attendant will greet the guest and assess the guest's needs, such as the number of items to be stored and the duration of the storage.Once the guest's needs have been established, the staff will proceed to the luggage storage area, which is typically a secure and designated space within the hotel or accommodation. The staff willcarefully inspect the luggage, noting any identifying features or special instructions provided by the guest. This step is crucial to ensure the proper identification and retrieval of the luggage when the guest is ready to collect it.After the inspection, the staff will assign a unique identification tag or number to each piece of luggage. This tag or number will be used to track the luggage and ensure its safe return to the guest. The staff will then record the guest's information, such as their name, room number (if applicable), and the date and time of the luggage drop-off.Once the luggage has been properly identified and recorded, the staff will carefully transport the luggage to the designated storage area. This storage area is typically a secure and climate-controlled space, designed to protect the luggage from damage, theft, or environmental factors such as humidity or temperature fluctuations.The luggage storage area is usually organized in a systematic manner, with designated spaces or shelves for each guest's luggage. The staff will carefully place the luggage in the appropriate location, ensuring that it is easily accessible and identifiable when the guest is ready to retrieve it.Throughout the storage period, the staff will regularly monitor theluggage storage area to ensure the security and integrity of the guests' belongings. This may involve periodic checks, security camera surveillance, or other measures to prevent any unauthorized access or tampering.When the guest is ready to retrieve their luggage, they will typically approach the front desk or the designated luggage storage area and provide the identification tag or number associated with their luggage. The staff will then retrieve the luggage and verify the guest's identity before handing over the items.In some cases, the guest may need to retrieve their luggage after the hotel's or accommodation's standard check-out time. In these instances, the staff will make accommodations to ensure the guest can access their luggage at a time that is convenient for them, without disrupting the overall operations of the establishment.Throughout the entire luggage storage process, the staff is trained to handle the guests' belongings with the utmost care and attention. They understand the importance of maintaining the security and integrity of the luggage, as well as the need to provide a seamless and efficient service to the guests.The luggage storage process is a crucial aspect of the hospitality industry, as it helps to ensure that guests have a positive and stress-free experience during their stay. By providing a secure and convenient luggage storage service, hotels and other accommodation providers can enhance the overall guest experience and build a reputation for excellent customer service.In conclusion, the luggage storage process is a multi-step procedure that involves the initial drop-off, secure storage, and final retrieval of guests' belongings. This process is designed to provide a hassle-free and reliable service to guests, ensuring the safety and protection of their luggage throughout their stay. The staff's attention to detail, efficient organization, and commitment to customer satisfaction are key factors in the successful implementation of the luggage storage process in the hospitality industry.。

酒店接待服务、行李服务流程英语Hotel Reception Service and Luggage Handling ProcessIntroductionAs an essential part of the hospitality industry, hotel reception service and luggage handling play a crucial role in providing guests with a seamless and comfortable experience during their stay. This document will outline the standard procedures for hotel reception service and luggage handling, ensuring that guests feel welcomed and valued from the moment they arrive at the hotel.Hotel Reception Service Process1. Greeting and Check-InUpon arrival at the hotel, guests should be warmly greeted by the reception staff. A friendly smile and a welcoming attitude are essential to creating a positive first impression. The receptionist should inquire about the guest's reservation and request identification for check-in. Any special requests or preferences should be noted and accommodated to the best of the hotel's ability.2. Room AssignmentAfter completing the check-in process, the receptionist will assign a room to the guest based on their reservation and room availability. The room key should be provided along with directions to the room and any additional information about hotel amenities or services.3. Payment and RegistrationThe receptionist will request payment for the room and any additional charges that may apply, such as meals, parking, or other services. The guest will be asked to sign a registration form agreeing to the terms and conditions of their stay. Receipts should be provided promptly, and any questions or concerns addressed promptly.4. Information and AssistanceThroughout the guest's stay, the reception staff should be available to answer questions, provide information about hotel facilities, and assist with any requests or issues that may arise. This may include arranging transportation, making restaurant reservations, or helping with directions to local attractions.Luggage Handling Process1. Luggage CollectionUpon arrival at the hotel, guests may arrive with luggage that needs to be transported to their room. The hotel should provide a designated area for guests to drop off their luggage, where it will be tagged with the guest's name and room number for identification.2. Luggage DeliveryOnce the guest has checked in and their room assignment is confirmed, the luggage should be transported to the guest's room promptly. The bell staff should handle the luggage with care, ensuring that it is delivered safely and in good condition.3. Luggage StorageIf a guest arrives before their check-in time or needs to leave their luggage after check-out, the hotel should offer luggage storage services. Luggage should be securely stored in a designated area and retrieved by the guest when needed.4. Concierge ServicesThe hotel's concierge staff should be available to assist guests with luggage handling, including arranging for transportation, booking tours or activities, and providing recommendations for dining or entertainment options. Theconcierge can also provide information about local attractions and help with any special requests or arrangements.ConclusionEffective hotel reception service and luggage handling are essential for creating a positive guest experience and ensuring that guests feel welcomed and valued during their stay. By following the standard procedures outlined in this document, hotels can provide exceptional service that exceeds guests' expectations and encourages them to return in the future.。

Storing and Transporting Equipment运输和存放设备Standard:All banquet equipment must be stored in the proper designated area.Equipment must be transported safely. 标准：所有宴会设备都必须放在正确的位置，并且运输的方法要正确、安全。

Procedures:1.When moving banquet furniture, goodcare should be taken during transportingto avoid damage and prevent accidents. 2.If furniture is too heavy to move, seekassistance and help.3.When transporting equipment, do not run,walk at normal speed, keeping control ofthe items at all time.4.When storing the furniture, ensure that itis stacked correctly, preventing damage to the furniture and building. Incorrectlystored furniture has a tendency to fallover, increasing the possibility of damageand injury.5. A store record must be in place wheneverequipment is moved in and out.-End –程序：1.当运输宴会的家私时，要用正确的运输方法，避免出危险或意外事故。

The service procedure of bellman行李服务程序1-1 Welcome the guest 迎接宾客Scene: A car pulls up in front of YongJiang Hotel and a bellman (B)goes forward to meet the guest(G) ,opening the door of the car for him.B: Good evening ,sir.Welcome to our hotel.G: Thanks, Good evening .B: (Opening the trunk ,taking out the baggage and looking at the name on the baggage tags.)I’m the bellman ,Mr. Bellow. So you have got altogether four pieces of baggage?G: Yes.B: The Reception Desk is straight ahead.After you, please.1-2 Show the guest to the room引客上房(When the guest finished the check in , the bellman took the key tag from his hand .)B: May I have your key , please? Let me open the door for you.G: Here it is.B: This way please, Mr.Bellow. I show your way .G: Thank you very much.B: Here is the lift. After you,please. Let me introduce our hotel to you. If you want to have Chinese food, you can go to Sunshine restaurant and Garden restaurant. If you want to have western food, please go to Lobby restaurant. Also available are a beauty salon, a barber shop, gym ,game room and Snooker room. Youonly need to show your room card to the waiter,you can get free of charge for Gym.B: Here is your room 1620, sir. (Knock the door three times, and open the door for the guest.)You first, please. Please insert your key here to turn on power switch. May I put your luggage here ? Please check your luggage again. By the way , May I open the curtain for you? You room faces south and commands a good view of the Yong River.G: Yes, how lovely it is.1-3 Introduce the room to the guest 向客人介绍房间B：Here is a bedside control panel. It controls light, air-conditioner, TV and so on,here is the mini bar, you can get some beverage from it, and the price list is here. Here are some coffee and tea. It is free of charge for the guest. You can enjoy it.B: If you want to watch TV. Please press the TV’button, the TV remote control is here, you can choose the TV program. Our hotel Offer paid-movie service. If you would like to enjoy it, please press the movie’button and choose your favorite movies.B: Let me tell you how to use the telephone, Sir/Madam. For room to room calls, please just dial the room number. If make local call, please press “9”first, and then the telephone number, if make DDD(Domestic direct dial)call, press “9”first, district code and the telephone number; if make IDD(International direct dial) call, press “9” first, state code, district code and the telephone number. B: Our hotel offers internet service for the guest. Here is a service directory of our hotel. I believe it is useful for you during yourstay. We appreciate your precious suggestions about our service and facilities.B: There is a safe box in the closet, you can use it. There is a piece of fire escape plan behind the door. The red point shows you where you are now.B:Let me tell you how to use the bath shower. Before you bathe, please put the bath mat into the bathtub, and it can prevent you from slipping. There is a string above the bathtub, you can hang your clothes up.B:Good-bye, if you need any assistance, please contact us at your convenience. Our extension is “78”, we look forward to your calling. Hope you enjoy your stay with us.1-4 Check out 客人离店B:Good morning/afternoon/evening. What can I do for you?You will check out? Please wait a minute，I will go to your room with a luggage cart at once.Is all your luggage here, Sir/Madam?Let’s go to Cashier. Cashier is over there.May I book a taxi for you , sir?Here is the taxi I arranged for you, I have put your luggage into the taxi, and please check it again.Have a nice trip and hope to see you again. Good-bye.2-1Store luggage 行李寄存G: I’d like to store my luggage?B: Of course, how many pieces of your luggage do you have? G: Just four.B: How many days would you like to store it?G: In three days.B: Ok, no problem.By the way, is there anything valuable orbreakable in your bag?G: There are some potteries in this bag.B: I’m afraid you have to take it out.,It’s against our hotel policy. G: OK.B: Please sign here. Please keep the claim tag well, You shoule show it to the bellman, when you fetch you bag.2-2 Lost the tag and receipt 遗失行李牌和收据G：I’m sorry.I’ve lost my tags and receipt. How can I do about it? B: I see.What is your baggage? And do you remenber the tag’number or color?G: It’s a suitcase. But I’ve forgot the exact colour. Maybe it is red or something.B: Could you give me a description of your case?G: It’s like this. It’s square with a leather cover. Yes,I remenber, there is a green string around the handle.That’s right.B: I’ll check it for you… Sorry to keep you waiting.I’ve found it.Is this yours?G: Yes, it is the righe one.B: Will you show me your key card, please?G: Here it is.B: All right. Now you can take your case away.3-1 Borrow the umbrella 租伞服务B: You want to borrow a umbrella?G: Yes.B: Could you tell me you room number.G: 1620.B: Please sign here, I have to tell you that, It’s free of charge for you to borrow umbrella. But if you lose it, you have to pay it for 50 yuan RMB.B: Thank you for your cooperation.。

酒店行李寄存流程全解析**Checking In: The luggage storage process at a hotel** As a frequent traveler, I am always on the lookout for hotels that offer convenient and efficient luggage storage services. From my experiences, I have compiled a step-by-step guide to the luggage storage process at hotels, hoping to assist fellow travelers in making their stays more enjoyable.**1. Arrival and Reception** Upon arriving at the hotel, the first point of contact is usually the reception desk. Here, a friendly receptionist greets you and offers assistance. It is at this point that you can inquire about the luggage storage options available.**2. Checking Availability** Before depositing your luggage, it's important to check if the hotel has any specific rules or regulations regarding luggage storage. Some hotels may have restrictions on the size, weight, or type of luggage that can be stored. It's also a good ideato inquire about the storage duration and any associated fees.**3. Completing the Necessary Paperwork** Once you've confirmed that your luggage meets the hotel's requirements, you'll need to complete a luggage storage form. This form typically includes your name, room number, contact information, and a description of your luggage. Be sure to provide accurate and detailed information to ensure the safe return of your belongings.**4. Receiving Your Luggage Tag** After completing the form, you will be issued a luggage tag. This tag is crucial as it identifies your luggage and links it to your room number. Make sure to securely attach the tag to your luggage using the provided straps or clips.**5. Storing Your Luggage** With your luggage tagged and ready, you can now proceed to the designated luggage storage area. This is usually a secure room or locker system where your luggage will be safely kept until you are ready to retrieve it. Be sure to double-check that your luggage is properly stored and secure.**6. Retrieving Your Luggage** When you are ready to retrieve your luggage, simply proceed to the luggage storage area and present your luggage tag. The staff willthen retrieve your luggage and hand it over to you,ensuring a smooth and convenient pick-up process.**7. Leaving the Hotel** Once you have retrieved your luggage and are ready to leave the hotel, remember to thank the staff for their assistance and bid them farewell. With that, your luggage storage experience at the hotel comes to an end.**中文翻译****酒店行李寄存流程全解析**作为一名经常旅行的旅客，我总是寻找提供便捷高效行李寄存服务的酒店。

Task任务：行李寄存提取服务流程Time 课时(h)：1 Code 序号：YY-CON-TM-005Objectives目的：本次培训需要礼宾部全体员工掌握，并且会实际操作和应用。

Standard标准（See Attached SOP or P&P. 参见标准与程序）：礼宾部新制定了《行李寄存、提取服务流程》。

本次针对这个标准的内容进行培训，力求使我们的员工掌握并能熟练应用。

Resources培训器材：电脑与投影仪Training Outline 培训大纲Training Course Contents培训课程内容Related Explanation相关释义或阐释Time时间（一）行李寄存、提取服务流程（本流程为理论+实际操作）1.行李寄存：1.1宾客寄存行李时，礼宾员应热情、礼貌接待。

1.2问清行李件数、房号，问清行李中是否有贵重物品、危险品或易碎物品。

贵重物品应请客人寄存在总台保险箱内，危险品不予寄存。

1.3认真填写“寄存卡”，上联请客人签名并留下电话号码，挂于行李上，下联交于客人并告知客人凭此领取行李，并在“行李寄存记录表”上登记。

1.4将短期物品放置在行李房方便提取的地方，易碎品在“行李卡”上注明“小心轻放”。

1.5一位客人有多件行李时，用绳子将行李串联在一起以免拿错。

若寄存超过3个月，先通过客人寄存时留下的联系方法联系客人，如联系不到客人，则由前厅经理和礼宾主管一同打开客人寄存物品，如有客人联系方法继续联系。

如仍联系不到客人的，对不可利用物品如：私人衣物、药品、食品等统一销毁。

可在利用物品，经前厅经理同意后礼宾部自行处理，并在“行李寄存登记本”上登记最后处理结果、处理人。

20分钟Training Outline 培训大纲Training Course Contents培训课程内容Related Explanation相关释义或阐释Time时间（二）行李物品转交/暂时存放2.提取行李：2.1认真核对“行李卡”，至行李房迅速找到行李交给客人2.2“行李卡”应该保留一个月，由领班在月末进行检查，存档。

酒店礼宾部行李存放操作标准STANDARD:标准：The guest must complete a luggage claim for items left for storage. This service is only available to guest of the hotel. 在饭店存放行李的客人要填写存放单。

只有住店客人才可享受这一服务PROCEDURE:程序：1.The facility is offered by the hotelfree charge for room guests only.2.To greet the guest: ‘Good morning,sir/madam. May I help you?’3.Ask guest for approximately length ofstorage & mark this on the luggage claim.e luggage claim to mark downnumber of pieces stored. Detach the guest portion and give to guest.5.If the guest requires luggage to bestored, tag the item with a storage tag.6.Write the guest name on the top of theluggage claim as well as the date, number of items and room number.Then hand the bottom half of the guest. Explain to the guest to present this to the concierge when wishes to collect the luggage. All details to be clearly complete in the storage of luggage room report, especially the columns of stored by and taken by. Obtain signature on the tag.7.The Chief Concierge will check thebaggage room report daily.8.Stored luggage must be completed bysame shift and not to be handled over to the following shift.9.Store the luggage in the storage roomwith the bags being placed on the shelf with the number corresponding to the last number on the storage ticket. Remember to tie all items together with the string. (This helps 1.饭店为住店客人免费保存行李2.首先问候客人：“早上好，先生或女士，请问有事要帮忙吗”3.问清客人行李要存放多久，记录在行李单上4.在行李单上记下行李的件数，然后把客人的一联撕下来给客人5.在行李上贴上标签6.在行李单上记下客人的名字，寄存日期，行李件数和房号，然后把下半联给客人。

礼宾部常用词汇礼宾部Concierge门童Doorman行李生Bellman司机Driver导游Tour guide行李Luggage行李牌Luggage tag行李车Trolley行李房Store Room行李架Luggage rack行李寄存Keep luggage雨伞Umbrella贵重物品Valuables自助早餐Buffet breakfast洗手间Toilet / WC火车站Railway station超市Super market贵宾车服务Limousine Service 五星级酒店Five-star hotel电梯Elevator / Lift机场Airport商场Shopping center 小费Tip接机服务Pick-up service叫早服务Morning call叫醒服务Wake up service易碎物品Fragile objects往前直走Straight on前厅部Front office department 前台Front desk总机Service center商务中心Business center票务服务Ticket service西餐厅Western restaurant中餐厅Chinese restaurant大堂吧Lobby bar医务室Clinic Room桑拿Sauna按摩Massage会议室Meeting room停车场Parking lot总经理General manager[GM] 总监Director经理Manager大堂副理Assistant manager[AM] 主管Supervisor领班Captain宾客服务Guest service[GS]前台接待Receptionist楼层服务Housekeeping 维修人员Repairman换钱Change money明信片Postcard洗衣Laundry service小心轻放Handle with Care 请勿倒立Keep Top Side Up常用句子May I help you sir? 我可以帮你吗，先生？How many pieces of your luggage sir? 你有多少件行李，先生？Are these your luggage? 这些是您的行李吗？Is this everything, sir？这是全部东西吗，先生？Let me help you with your luggage. 让我来帮您拿吧。

酒店寄存行李流程英语Introduction:The process of storing guests' luggage in hotels plays a crucial role in providing convenience and security to travelers. This process involves multiple steps and protocols that ensure the smooth flow of luggage handling. In this document, we will outline the detailed procedure followed by hotels for luggage storage.1. Guest Arrives with Luggage:When a guest arrives at the hotel with their luggage, they will usually approach the hotel lobby or reception desk. The guest may have already made a prior reservation or is a walk-in guest.2. Greeting and Verification:The hotel staff at the reception desk will warmly greet the guest and ask if they require assistance with luggage storage. If the guest requires storage, the staff will ask for specific details such as the number of bags, estimated duration of storage, and any fragile items.3. Baggage Tagging and Documentation:The hotel staff will then issue a unique baggage tag for each piece of luggage. The tag will typically have a unique identification number or barcode, which will allow easy tracking throughout the storage process. The staff will also document necessary details like the guest's name, contact number, check-in/check-out dates, and room number.4. Examination and Security Measures:Before accepting the luggage, the hotel staff will visually inspect the bags for any visible damages or irregularities. This inspection helps identify any existing damages and prevents any future claims. Additionally, hotelsmay also employ security measures like X-ray or metaldetectors to ensure the safety of stored luggage.5. Storage Area Allocation:Once checked and labeled, the luggage is securely storedin a designated area within the hotel premises. Larger hotels usually have separate storage rooms, while smaller hotels may use a locked storage cabinet or closet. The storage area should have controlled access and only authorized staff members should have entry.6. Handing Over the Baggage Claim Receipt:The staff will hand over a receipt to the guest, which typically contains information such as the baggage tag number, storage fee (if applicable), and instructions for retrieval.It is essential to explain the process and inform the guest that this receipt is needed for reclaiming their luggage.7. Luggage Retrieval Process:When the guest wants to retrieve their luggage, they will present the baggage claim receipt at the reception desk. The staff will verify the details on the receipt and cross-check against their documentation. Once verified, the staff will prepare the luggage for handover.8. Security Check During Retrieval:Before returning the luggage to the guest, another security check may be conducted to ensure that the bags are in the same condition as when they were stored. This check is essential to prevent any disputes or claims of damages.9. Handing Over the Luggage to the Guest:After the luggage passes the security check, it is handed over to the guest. The staff may offer assistance with carrying the luggage to the guest's mode of transportation, such as a taxi or shuttle service. This extra service helps create a positive impression on the guest.10. Closure of Documentation:Once the guest receives their luggage, the staff will update the documentation, indicating that the luggage has been successfully claimed. This step ensures accuratetracking and prevents any future confusion.Conclusion:The process of luggage storage in hotels involves various steps, from checking in the bags to the handover process. Following these steps diligently ensures the safekeeping of the guest's belongings and enhances the overall guest experience. Hotel staff should be adequately trained on this process to provide efficient and secure luggage storage services.。

客人寄存行李的流程英文English:The process of guests storing their luggage typically involves them approaching the front desk or designated luggage storage area and requesting to store their belongings. The front desk staff will then provide the guest with a claim ticket or tag to attach to their luggage, which will have a unique identifier. The staff member will record the details of the luggage and the guest's information in a log or computer system. The luggage will then be securely stored in a designated area, either behind the front desk or in a separate storage room. When the guest returns to retrieve their luggage, they will present their claim ticket or provide their information to the front desk staff. The staff member will then locate the luggage using the unique identifier and return it to the guest.中文翻译:客人存放行李的流程通常包括他们前往前台或指定的行李存放区，并请求存放自己的行李。

标准操作程序Standard OperatingProcedure公司名称： CC酒店管理公司Company : CCHotel Management Limited编号：Reference No.FO-CON-17部门：前厅部—礼宾部Department: Front Office Department—Concierge 日期Date2010年11月8日标题：散客行李寄存处理程序Title: FIT LuggageStorage页Page第 1 页共 1 页Page 1 Of 1Why is this task important for you and our guests?为什么这个任务对你和你的客人非常重要？Answers回答:1. We must provide a prompt and accurate luggage storage service to our guests.我们必须向客人提供快速, 准确的行李寄存服务.2. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely.对客人来说安全至关重要，我们必须保证客人行李的安全。

3. Increase guest satisfaction.提升客人的满意度。

4. Demonstrate my professionalism.展示我们的专业水准。

5. Protects ourselves from claims of theft or losing guests luggage if we have a system that is followed by everyone.如果我们有一个有效的系统,而且每个人都去遵守它, 我们就能避免客人行李的被盗与丢失.WHAT / STEPS 工作步骤HOW/ STANDARDS怎么做/工作标准Training Question&How we talk提问和话述1 Receiving request for luggage storage接受客人寄存行李的要求Greet the guest andinquire if any help isneeded.问候客人并询问所需.Why do I must greet theguest?为什么我们要问候客人?“早上好，王先生，请问有什么能帮您？2 Handling the luggage storage办理客人的行李寄存Receive luggage fromguest and confirm thepieces of luggage withguest.接过客人的行李, 并与客人Why do I have toconfirm the pieces ofluggage with guest?为什么我要与客人核对件核对行李件数.？““Check the luggage andverify whether there isany damage.检查行李看是否有明显损坏.。

酒店行李储存及取回标准操作规程G UEST E XPECTATION客人期望:I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety.我希望酒店能提供行李储存，同时希望酒店能谨慎地处理我的行李并储存好我的行李以确保行李安全。

Why is this task important for you and our guests?为什么该职责对你和我们的客人都很重要？Answers回答:1.We must provide a prompt and accurate luggage storage serviceto our guests.我们向我们客人提供快捷、无误的行李储存服务。

2.Safety is one of the most important issues to our guests; wemust make sure their luggage is stored safely. 对我们客人而言，安全是最重要的问题之一；我们必须保证客人行李的安全。

3.Increase guest satisfaction. 提高客人满意度。

4.Demonstrate my professionalism. 展示职业水准。

5.Protects ourselves from claims of theft or losing guestsluggage if we have a system which is followed by everyone. 如果我们有一个人人都遵循的体制，那么我们就可以免于偷盗或客人行李遗失。

ummary questions:问题小结:1.Whose primary job is to receive requests to store luggage fromguests? 收回客人的行李储存申请单是谁的主要工作？2.How do you check for damage? 你怎样检查是否有损坏？3.What are the 4 things you must write on the luggage tag for eachguest? 哪4项你必须为客人写在行李标签上？4.How does the guest retrieve their luggage? 客人怎么取回他们的行李？5.There are 6 pieces of information to be written on the LuggageStorage Control Log. What are they? 在行李储存控制日志里要写明6则信息。

酒店英语口语练习：寄存物品
G：
I'd like to leave this with you.
我想把这个先存您这。

B：
Certainly,ma'am.Is there anything valuable or breakable in your bag?
好的。

太太。

你袋子里有什么宝贵的或易碎的东西吗？
G：
No.
没有
B：
Thank you.Here is your tag 33.
谢谢，这是你的33号标签
G：
When does the cloakroom close?
行李寄存处什么时候关?
B：
This cloakroom is open until 9：00 p.m.
这种行李寄存处是开放到下午9点
G：
Oh,dear!I won't be back until about 10：30 tonight.Where can i pick up my bag?
天啦，我还没回来，直到晚上10点半左右。

我在哪里能够拿走我的包？
B：
We will transfer your bag to the Lobby Floor Cloakroom.You may collect it there,ma'am.
我们将把你的包放到大厅的行李寄存处。

你能够到那儿去取，太太
G：
I see.Thanks a lot.
我明白了，非常感谢
B：
You're welcome
不用谢。

酒店英语教程(物品寄存服务)现代酒店英语实务教程22（物品寄存服务）Unit 3 At the Cloakroom一、经典对话B=Bellman of Cloakroom 寄存处服务员G=Guest 顾客B:Good afternoon.Can I help you?下午好，有什么能为您效劳吗？G:I`d like to leave this bag with you.我想把这个袋子存在你这儿B:Certainly sir.Is there anything valuable or breakable in it? 好的，先生。

请问袋子里头有贵重或易碎物品吗？G:Ur...There is a necklace in it.嗯...有条项链B:Would you mind taking the necklace with you, or leaving it at the safety depositbox?您是否介意自己带着这条项链或者把它放在保险箱里呢？G:Well, don't bother.I'll take it with me.Will that be all right?唉，别麻烦了，我自己拿着它吧。

这样可以了吗？B:Thank you, sir.Here is your tag.This cloakroom is open till 11:00pm,could you pickit up by then?谢谢您，先生。

这是您的取物牌。

本寄存处开放到晚上11点，您在那以前来领取好吗？G:Sure.Thank you.好吧，谢谢。

B:With pleasure,sir.非常乐意为您服务，先生。

二、常用句型百宝箱(1)I'd like to leave this bag with you.我想把这个袋子寄存在你这儿。

(2)Is there anything valuable or breakable in it?请问这里面有贵重或易碎物品吗？(3)Would you mind taking the valuables with you,or leaving them at the safety请问我能拿回我的袋子吗？(2)May I have your tag,please?请把取物牌给我好吗？(3)Could you check if everything is here?劳驾您检查一下东西是否齐全好吗？(1)I left my bag with you,but I can't find the tag anywhere. 我把袋子放在你这儿了可我找不着取物牌。

行李寄存Luggage Storage(“10-5 Rule” by smiling and making eye contact at 10 feet and greeting the guest at 5 feet.)(运用“10步5步法则”—10步内目光接触关注客人，5步内问候客人，微笑并问候)礼宾员：早上好/下午好/晚上好，女士/先生。

请问有什么可以帮您？Good morning / Afternoon / Evening, madam / sir. How can I assist you?客人：我想寄存行李。

I want to storage my luggage.礼宾员：好的，请问您行李里有贵重物品或易碎物品吗？Sure, is there anything valuable or breakable in the luggage?客人：（如果有的）有的，是XXX。

Yes, I have XXX.礼宾员：好的，我们一般建议客人随身携带贵重物品，如果您不方便携带，我会帮您联系我们的值班经理帮您寄存贵重物品。

Sure, however we suggest guests to bring valuables or breakables by themselves, if you are not easy to carry, I will contact with our duty manager to assist you to storage.客人：那我自己拿走贵重物品吧，剩下的帮我存好。

So I will bring the valuables / breakables with me, please assist me to storage the rest of others.礼宾员：好的，您能告诉我您的房间号码、手机号码是多少吗？Sure, may I have your room number and telephone number?客人：房间号码是XXXX，手机号码是XXXXXXXXXXXX。