云泽假日商务酒店服务指南(中英文版)

房务部服务标准Service Standard of Rooms Division接听电话的服务标准Telephone Service Standard铃响三声之内接听电话Answer the phone within three rings问候用语包括“您好，岗位+您的姓名（内部），有什么可以帮您？Greeting with “Good Morning/Afternoon/Evening/, Section name, your name（Internal），How may I assist you?问候必须清晰明了Ensure greeting words clearly请将你的微笑融入你的声音Bring your smile into your voice在接听电话的过程中至少两次使用来电者的姓氏称呼客人Use guest name at least two times during the conversation时刻注意您的语气、语速、语调和客人的反应Watch your voice tone、speed and the guest’s response在接听电话的过程中，你的周围不能有噪音干扰Make sure your surroundings be quite during on the phone一站式服务，尽量避免不必要的转接电话One stop service – Don’t transfer the phone to other internal service department如果不能立刻答复，请告知客人回复的时间，永远不要要求客人再打来Please inform the guest we will give them a feedback time, never ask guest calling again仔细的倾听，关注客人的问题，并做好详细的记录Listen carefully, concern with guest’s questions, and leave a detail record永远不要向客人说“不”或“没有”Ensure never say “No” and “Don’t have” to the guest注意不要泄露酒店和客人的重要信息Keep the secret for guest and our hotel’s confidential information永远记得要多问一句“还有什么可以帮您吗？”Always remember to ask the guest “Is there anything else I can do for you?” before close the conversation.“感谢您的来电，请稍候，为您转接”“Thank you for your calling, one moment please, transfer for you”“感谢您的来电，祝您有个愉快的一天/夜晚/”“Thanks for your calling, have a nice day/evening”时刻微笑，并用客人的姓氏和职称称呼客人Always smile, use guest name or title greet the guest if possible预订的服务标准Service Standard for Reservation铃响三声之内接听电话Answer the phone within three rings问候用语包括“您好，岗位+您的姓名（内部），有什么可以帮您？Greeting with “Good Morning/Afternoon/Evening/, Section name, your name（Internal），How may I assist you? 询问客人的姓名，如：“先生/女士，请问怎么称呼您”Required the guest name, i.e.: “Sir/Madam，may I know/have your name?主动介绍酒店产品信息给客人，房型、房价和服务项目等Offer hotel’s production information to the guest, room type, room rate and other outlets了解客人的需求信息，进行合适的推销Get the guest’s requirements, and take the promote sales重复确认客人的预订信息Double confirm the guest booking information与客人道别, “X先生，我们期待着您的光临”Farewell the guest, Mr. /Miss xx, we are looking forward to your coming时刻使用标准用语，永远不要向客人说“不”或“没有”Follow the standard anytime, never say “No” and “Don’t have” to the guest永远记得要多问一句“还有什么可以帮您吗”Always remember to ask the guest “Is there anything else I can do for you?” before close the conversation.Check In的服务标准（三分钟之内）对于向总台走来和经过的客人，微笑着目光注视客人, 并点头示意Eye contact with a smile to the guest who approaches to the front desk and nodding your head show our concern.在3米的距离，目光接触，微笑向客人问好Eye contact will a smile, greet the guest within 3 meters时刻注意使用敬语，如：“请，对不起，谢谢，打扰您了。

度假酒店宾客服务指南的英语Guest Service Guide for Resort Hotels.Introduction.The hospitality industry is built on the foundation of providing exceptional guest experiences. Resort hotels, in particular, cater to guests seeking relaxation, rejuvenation, and memorable vacations. To ensure that every guest feels valued and satisfied, it is imperative forresort hotel staff to adhere to a comprehensive guestservice guide. This guide outlines the standards, protocols, and best practices for delivering unparalleled guestservice at resort hotels.Core Principles of Guest Service.Guest Centricity: Place the guest at the heart ofevery interaction and decision.Empathy: Understand and anticipate the needs and desires of guests.Personalization: Tailor services to meet individual guest preferences.Excellence: Strive for perfection in all aspects of guest service.Consistency: Deliver a high level of service throughout the guest's stay.Pre-Arrival.Warm Welcome: Greet guests with a genuine smile, eye contact, and a personalized welcome.Effective Communication: Provide clear and concise information about the hotel, amenities, and local attractions.Accommodation Preferences: Note and fulfill anyspecific room or amenity requests made by guests.Welcome Amenities: Offer thoughtful welcome gifts or amenities to create a memorable first impression.During Stay.Exceptional Housekeeping: Maintain impeccable cleanliness and comfort in guest rooms.Personalized Service: Use guests' names, remember their preferences, and anticipate their needs.Attentive Staff: Be present, approachable, and responsive to guest inquiries and requests.Dining Experiences: Provide exceptional food and beverage service, catering to dietary restrictions and preferences.Recreational Activities: Offer a variety of recreational activities and ensure facilities are well-maintained and accessible.Concierge Services: Assist guests with reservations, tours, and any other arrangements they may need.Post-Departure.Thank You Notes: Express gratitude for guests' patronage and solicit feedback.Loyalty Programs: Enroll guests in loyalty programs to foster repeat business.Guest Relations: Address any concerns or unresolved issues promptly and professionally.Follow-Up Communication: Keep in touch with guests post-departure through email or social media.Specific Considerations for Resort Hotels.Luxury Expectations: Resort hotels cater to guestsseeking a higher level of luxury and amenities.Personalized Itineraries: Assist guests in creating customized itineraries for their stay, taking into account their interests and preferences.Attention to Detail: Pay meticulous attention to every aspect of guest service, from the appearance of public areas to the quality of linens.Exceptional Amenities: Offer a wide range of upscale amenities, such as spas, fitness centers, swimming pools, and fine dining options.Environmental Consciousness: Promote sustainability and environmental responsibility throughout the resort.Staff Training and Development.Continuous Training: Provide ongoing training to all staff on guest service standards and best practices.Mystery Shopping: Conduct mystery shopping exercises to evaluate guest service levels and identify areas for improvement.Employee Recognition: Celebrate and reward staff who consistently exceed guest expectations.Conclusion.Delivering exceptional guest service at resort hotels requires a commitment to excellence, personalization, and attention to detail. By adhering to the principles outlined in this guide and embracing a guest-centric approach,resort hotel staff can create memorable and enriching experiences that will inspire guests to return for years to come.。

怡湖喜悦酒店服务指南封面需要设计目录总经理致辞 (3)大堂服务Grand Lobby Service (4)1．大堂经理 (4)2．问讯∕留言 (4)3．预订∕接待 (4)4．收银∕结账 (4)5. 退房时间 (4)6．客房门卡 (4)7．行李服务 (4)8．大堂保险箱 (4)9．商务中心 (5)10．擦鞋服务 (5)11．着装 (5)12．停车 (5)客房服务Guest Room Service (6)1.客房中心 (6)2.房间清洁服务 (6)3.洗衣服务 (6)4.熨烫服务 (6)5.小饮吧 (6)6.送餐服务 (6)7.叫醒服务 (6)8.饮用水 (7)9.电话 (7)10.电吹风 (7)11.电视节目 (7)12.网上漫游 (7)13.失物招领 (7)餐饮服务Food and beverage service (8)1.宴会预定 (8)2.大堂吧 (8)3.中餐厅 (8)4.自助早餐 (8)5.会议室 (8)6.送餐服务 (8)7.娱乐服务 (8)安全指南Safety Directory (10)宾客注意事项Guest’s Notice (10)安保Safeguard (11)火警须知Fire alarm notice (12)电话指南TELEPHONE DIRECTORY (14)附表 (15)总经理致辞怡湖喜悦酒店热忱欢迎阁下光临尊敬的宾客欢迎您下榻成都市怡湖喜悦酒店您的到来使我们酒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。

若您有什么需要，请直接与酒店各部门联系，我们将竭诚为您效劳。

在喜悦酒店，您是我们的第一关注，我们将为您提供尽善尽美的服务，让您在喜悦酒店处处都看到温馨的微笑。

如果您对我们的服务及设施有什么意见或建议，请及时联系我们，或者填写“宾客意见表”，我们会立即改进，因为您的满意就是我们的最终目标。

最后，希望您把在这里获得的愉快经历告诉更多的朋友，期待您的再次光临谢谢!怡湖喜悦酒店总经理张跃Warmly Welcome to Yihu Joy HotelDear Guest:Welcome to Yihu Joy Hotel!All of us are very grateful for your patronage and hope you enjoy your stay at our hotel. This Service Directory will inform you various service and facilities of our hotel. If you need more help, please contact with our relevant departments, all of us already stand by and surely you will get the excellent service at any time.You are our concern in Yihu Joy Hotel during your stay. We shall try our best to offer the perfect service for you. If there are any more comments or suggestions, please contact us promptly or fill in questionnaire form on the desk of your roomWise up to your friends if you have a good time with us. We hope we will have the pleasure of serving you again.YIHU JOY HOTELGeneral Manager张跃（手签体）大堂服务Grand Lobby Service1．大堂经理Assistant Manager位于饭店大堂内，24小时为您提供服务。

Unit 5 Housekeeping Service教学目标教学过程建议Mind Map教学步骤●介绍客房部在酒店中的重要性；●了解客房部提供各项服务的中英文表达；●引导学生头脑风暴并完成练习。

参考答案(1) room cleaning (2) lost and found (3) maintenance serviceBackground Information教学步骤●引导学生列举客房内的各种设施及客用品的中英文名称；●引导学生列举浴室内的各种设施及客用品的中英文名称；●引导学生看图完成练习题。

参考答案Task 1A 灯开关B 穿衣镜C 体重秤D 被子E 枕头F 床头柜G 床头灯H 窗帘I 扶手椅J 茶几K 落地灯L 梳妆台M 电视机N 行李架O 小冰箱P 电视柜Task 2A 淋浴喷头B 浴巾C 晾衣架D 洗发水E 水龙头F 洗脸池G 镜灯H 地漏I 马桶J 卫生纸K 浴缸L 毛巾架Doing in the Scene教学步骤●引导学生思考打扫客房时客人若不方便该如何处理；●引导学生思考如何告知客人会尽快满足其需求；●引导学生思考如何介绍洗衣服务流程及洗衣单的正确填写方法；●引导学生听音频完成练习。

听力脚本&课文译文练习答案Scene 1 Room cleaning serviceTask 11-7-5-3-4-2-8-6Task 2□ tidy up the bathroom dust the deskspray some air freshener □ put away the things on the desk empty the waste bin □ change the bed sheet□ vacuum the carpet bring some more cups and teaScene 2 Dealing with a guest’s specific requestsTask 11. an adaptor2. a baby stool3. a kid’s robe4. an iron and ironing boardTask 21. Yes, we do, Mrs. Fisherman. I’ll get one for you immediately.2. I see, Mrs. Fisherman. I’ll send a stool to your room right away.3.No problem, Mrs. Fisherman. I’ll bring it to your room at once.4.Actually we have them in each guest room. You can find them in your wardrobe.Scene 3 Laundry ServiceTask 11. I’m here to collect your laundry.2. Please fill out the laundry list and put your clothes in the laundry bag.3. It usually takes about two days to have the laundry done.4. If you’re in a hurry, we have a three-hour express service.5. But there is an extra charge of 50% for it.6. We’ll charge it to your hotel bill.Task 2教学步骤●介绍客房内常见的温馨提示卡内容；●熟悉洗衣单上的衣物词汇、洗涤方法及相关赔偿条款；●引导学生完成练习。