前厅部岗位英语

前厅部岗位英语

Messages 留言

1. Callers may be told to record messages on the telephone system, or may be given the option to speak to reception, where they can leave a message with the staff. These messages must be written down on a message pad, recording the name of the caller, the time of the call, a contact number to return the call and the text of the message. 来电者可能会被接入电话系统中的录音留言, 或者选择留言给前台员工。前台员工必须将这些留言写在留言簿上，记录下来电者的名字、来电时间、回电号码和留言内容。

2. The text should be read back to the caller to verify it has been written down correctly. The staff person taking the message should also record their name in case there are any questions later.

留言内容必须向来电者重复一遍以核对是否记录正确。记录留言的员工也必须留下名字以免以后有任何问题。

3. Discretion is very important and unless messages are very urgent, guests should not be disturbed very early in the morning or very late at night.

谨慎处理是非常重要的，除非留言异常紧急，不应该在清晨或半夜打扰客人。

4. It is also an area that has many pitfalls.

这同时也是极易出错的工作。

Answering and transferring接听和转接电话

5. The person at the other end of the line will form an impression about us according to the tone of voice that we use and the manner in which we speak.

我们的语气以及说话的态度将会给电话线另一端的人留下印象。

6. When answering outside calls, you must start by giving a greeting followed by the name of the hotel. Next you must give your name (e.g. Simon speaking), followed by a phrase like “How may I help you?” or “How may I be of assistance?”

在接听外线电话时，你必须在报出酒店名称后以问候开始对话。然后，你必须给对方讲你的名字（例如：我是西蒙），紧接一句短句，例如“我能帮您什么吗？”或者，“我能提供帮助吗”

7. If you need to put them on hold while you find out, or transfer them to another colleague, ask them first.

如果你要求他们在你寻找时不要挂断电话，或者你要转接给另一位同事，那么应先询问他们。

8. If you need to call them back then do so as soon as possible, or have another colleague do so on your behalf. Remember, prompt and efficient service never fails to impress.

如果你要给他们回电，那么应该尽快完成，或者让另外的同事代表你给他们回电。要记住，迅速而有效的服务永远都会给人以好印象。

Directing a Complaint 接受投诉

9. When faced with an angry or upset guest staff must find a way to get their manager to speak to them, they should not try to handle the complaint themselves.

在遇到愤怒或不高兴的客户，员工必须让他们的经理和客户直接沟通，而不要尝试擅自处理投诉。

10. However, some rules should be followed in order not to make the situation any worse.

不管怎样，为了不让情况变得更糟，必须要遵守一定的规章制度。

11. Saying the wrong thing or acting the wrong way could do more damage. So it is best for staff to wait and undergo training and mentoring before attempting to deal with these situations.

如果说错了话或做错了事情，则会引起更大的麻烦。所以员工在尝试处理这种情况之前最好是接受一定的培训指导。

12．The guest, however, does not know who they should speak to, they just know they are unhappy and want to get the problem fixed.

客人不知道应该向谁诉说，他们只知道自己很不高兴，想把问题尽快解决。

13. The first and most important thing is to let the guest have their say, that is let them tell you what the problem is and don’t speak until they are finished.

所以最重要的就是让客人说，让他们告诉你问题在哪里，不要打断他们。

14. Pay close attention to everything that is said to you and write down the essential points. Make sure that you do not make them feel uncomfortable by not make them feel uncomfortable by not showing your concern for their problem.

关注客人对你说的每一句话，并记下要点。确定你没有让他们感觉不舒服，没有让他们认为你不关心他们的问题。

15. The rarity of this error must be shown to the guest through vocal and body language.

必须通过口头和身体语言清楚地告诉客人以避免此类过失。

16.Then try to gauge whether the guest is in a hurry or not, because you will need a little time to relay the problem to your manager. Apologize for the problem, and seek permission from the guest to involve your manager, ask them if they have time for you to get the manager.

然后尽量揣测客人是否着急，因为你需要一点时间将问题转告给你的经理。你需要先为出现的问题向客人道歉，然后询问客人他们是否有时间见你的经理，获得客人同意后引见你的经理。

17. If they say that they do not, tell the guest that you will explain everything in detail to your manager so they can deal with this problem and get back to them when they do have time.

如果他们不同意，告诉客人你会将情况详细转告给你的经理，在客人有时间的时候，将问题解决的情况向客人汇报。

18. Another very important rule is not to allow guests to repeat themselves. If they tell you there is a problem and what that problem is, they do not want to say the same thing twice; this makes them angry.

另外，不要让客人重复他们所说的话也很重要。如果客人告诉你有问题，问题是什么，他们不想再说第二遍，让客人重复会激怒他们。

19. Therefore you must make sure to remember all that was said and tell every detail to your manager. This will help them to avoid the guest repeating themselves but also to help prepare the manager for handling the guest’s complaint.

所以你必须记得客户所说的话，并如实详细的转告给你的经理。这样做能避免客人重复，同时也可以帮助经理做好准备，处理客户的投诉。

20. The best way to learn to handle complaints is to watch a manager in action. Be aware of his facial expressions, body language and the content of his speech. Also watch the reaction to his behavior on the guest’s mood, to see what the effect it has on them.

学习处理设诉最好的方法就是观察经理处理方式。注意他的面部表情，肢体语言及说话内容。同时也要观察客户对经理的行为做出的反映，以及对客户产生的影响。

Check-in 入住

17. On arrival at the hotel, the first thing guests will do is look for the Front Desk, and ask to Check-In.

一抵达酒店，客人将要做的第一件事就是寻找前台，进行入住登记。

18. They will either have arrived without making a booking (Walk-In) or will previously have made a reservation.

他们可能在到达前并没有预约（未预约而来的），也可能在这之前已经预定了房间。

19. They will expect a formal, friendly but business-like welcome. Guests with a reservation will be asked for their confirmation reference details. This is usually a coded number to assist the reception staff retrieve the booking from the reservations database.

客人期望受到一种正式的、亲切友好的、同时又具有商业性的欢迎。酒店会和做过预订的客人核对（预订确认）信息，（通常是一串号码），以帮助前台员工在预约数据库中找到预约信息。

20. A registration card needs to be completed and if the guest is foreign, then details of the passport must be recorded and made available to authorities.

客人需要填写一张登记表，如果客人是外国人，那么必须要记录护照详细资料，方便权威机关调查。

21. Details of length of stay and methods of payment will be checked. If guests pay by cash, then it is standard practice to ask fro a deposit in advance to ensure they do not leave without paying their bills. Credit card payments require that reception staff take details of the card by swiping the card to verify it is valid and not cancelled, stolen, or expired.

住宿期限和支付方式等细节也将会被核对。如果客人使用现金支付，那么为了避免客人不付帐而离开酒店，按惯例应要求客人在入住时交纳一定数量的保证金。 如果是信用卡支付，前台员工应通过刷卡记录并核实信用卡是否有效，是否为偷窃卡或过期卡等详细信息。

22．Once the registration card has been completed, it will be used after the guest has checked in, to update the Front Office database.

一旦登记卡填写完毕，客人就可以登记入住，登记卡则用来更新前厅部的数据库。

23. It provides a record of past visits to the hotel and will give the staff a chance to impress their guests with their apparent good memories concerning special requests and details about guest likes and dislikes.

数据库中保留着客人过去入住酒店的记录。记录中的信息可以帮助前台工作人员充分地了解并且迎合客人的特殊要求以及喜好，客人也会因此对酒店产生好的印象。

24. This is an important tool in guest relations and should be used to good effect. It will help personalize the service and make guests feel that the hotel. Cares about and remembers them.

这是建立客户关系的重要工具，而且使用效果令人满意。它使得服务变得人性化，客人能感觉到酒店在意并能记住他们。

25. Special requests should always be verified at this time to ensure that the guests’ wants and needs are taken care of. These requests such as wake-up calls, newspapers, or the little things that people find so important, help the guest to feel comfortable, and show the hotels’ interest in developing strong guest relations.

了解客人的特殊要求是为了确保满足客人的不同需求。这些需求包括唤醒服务，送报，等等。正是这些看似微不足道的服务，大大提升了客人的入住舒适感，体现出酒店对发展和加强客户关系的重视。

26.Once the check-in formalities have been completed a room number will be assigned and a room key given to the guest together with a printed card giving details such as room number, check out times, and information about breakfast service.

当登记手续完成以后，前台员工会将房间钥匙或钥匙卡交给客人，并随之附上一张印有具体房号，结账时间和早餐服务信息的卡片。

27. Bellhops will assist the guest by taking charge of any luggage and if the receptionist is too busy they will help by escorting the way to the correct room.

服务生会帮助客人照看行李。在前台人手不够的情况下，服务生会代替前台员工将客人及其行李送至房间。

28. They will open and check the room for the guest, indicating the location of switches and demonstrating the use of any room facilities.

他们会帮助客人打开房门，检查房间，介绍开关位置和示范房间设施的使用方法。

29. They will then leave giving the guest privacy to settle in.

然后他们就离开房间为客人留下私人空间。

Room Contents—客房配置

30. Front Desk staff are in the rooms business, and although you will be asked about every aspect of the hotel, rooms are your first concern.

前台员工主要处理客房事物。尽管他们首要关心的是客房，但是客人可能会向他们提出有关酒店的任可问题。

31. So it is important to know all the different contents of the guest rooms, and to know the layouts of the different room types you have in the hotel.

前台员工应该熟悉不同的房内设施以及房型。

32. When guest call you or speak to you directly about their room you must picture it correctly in order to be able to communicate with them well.

通过电话或是直接和客人谈论客房时，你应该能够准确地描述出他们的房间。这一点是良好沟通的重要前提。

33. You should spend some time in the rooms getting to know all the contents of them, how everything work, and where everything is.

你需要花一定的时间来充分了解客房；有何设施、如何使用以及他们各自的位置。

34. If a guest has a question about his or her television; how to switch it on, how to access the movie channels and pay TV, or what channels are available, you must know all these things.

当客人问到该如何使用电视开关、如何收看电影频道和付费电视，或是可以收看哪些频道时，你应该向他们作出清楚的解释。

35. The same applies for all types of technology in the room from broadband access to the hairdryer.

同样，前台员工应该熟悉诸如宽带和电吹风之类的房内“科技设施”。

36. You will need to know how the beds are made, with sheets and blankets or with duvets. How many pillows are on the beds and where the spare ones are kept, if any? 你要应该知道床上铺的是什么床单、毯子和羽绒被、有多少枕头，除此之外还有备用的吗？如果有，是放在什么地方的。

37. Guests often call the front desk to ask for more pillows or blankets, and sometimes different types. Some guests will be allergic to feathers and demand a foam pillow.

客人经常会打电话给前台要求加一些枕头和毯子，有时甚至要求调换其他类型的床上用品。有些对羽绒产品过敏的客人可能会需要海棉枕头。

38. Smaller items in the room such as note pads and pens will be asked for and you need to know where in the rooms they are located.

有时他们需要一些小东西，比如便签簿和笔，你应该告诉他们这些东西在房里摆放位置。

39. Many hotels keep all manner lf stationery in the desk drawers, you must find out what is in there, so that you can tell your guests if they ask.

许多酒店都把文具放在抽屉里，你必须知道它们具体是些什么，这样才能对客人做到有问必答。

40. The in- room directory of services is often not read by guest but you must know it ’s location in case you are asked for it. It details all services and products offered by the hotel, and sometimes explain how things operate.

客人一般不会去仔细研读房间服务项目列表。但是，你必须清楚它们的摆放位置。服务项目列表详细地说明了酒店能够提供哪些服务和产品，以及房间设施的使用方法。

41. Bathroom contents are just as important to know about what does your hotel offer in the way of bathroom amenities? You need to know.

了解每一样浴室用品也很重要。你应该知道酒店能够提供哪些东西来为客人营造“愉快的沐浴环境”。

42. Shampoos, shower gels, disposable toothbrushes, soaps, razors, and ear buds are offered by many hotels as standard, guests may very well ask you what is offered in your hotel.

许多酒店都会提供洗发水、沐浴液、一次性牙刷、香皂、剃须刀和耳塞等浴室用品。很多客人都会问到与之相关的问题。

43. Guests often have electric razors and need to know the voltage of the electricity supply and where the electrical sockets are.

客户经常会用到电动剃须刀，所以他们需要知道电压是多少，插座在哪里。

44. Make sure you know what is available in the mini-bar especially if you are going to be checking-out guests.

确定你知道迷你吧里有哪些东西，特别是你准备离店的时候。

45. In these modern times of telephone communications you need to know how the telephone functions work. Speed dialing, voice mail messaging, conference calls and telephone charges are all essential functions you need to know. Standard in most hotels will be a copy of the bible and other religious texts in the night stand next to the bed, are they in your hotel?

在这个经常使用电话进行沟通的摩登时代，前台员工应该十分清楚电话的功能。例如，拨号速度、语音信箱留言、电话会议及电话收费情况等电话的主要功能。许多酒店的标准做法是在床头柜上放一本圣经或是其它宗教的经文，你们的酒店这样做了吗？

Room Escort – 客房陪同

46．You may be asked to escort your guests to their rooms and you will need to know what your hotel procedure is. Hotel standards differ from hotel to hotel but there are some basics that everybody should know.

有时可能需要你陪同客人到客房去（例如运送行李），所以你应该熟悉酒店运营流程。不同酒店的运营方式会有差异，不过总体说来，万变不离其中。

47．You should make polite and friendly conversation with the guest on the way to the room.

在陪同客人去房间的路上，你应该和他们进行愉快而友好的交谈。

48．If you do not speak to the guest on the way to the room then they may be made to feel uncomfortable. This will make the job of presenting the room more difficult. When nearing the guest room you should point out the nearest emergency exit.

如果这时你保持沉默，会让客人觉得很不舒服，也会使接下来的房间介绍显得更加尴尬。快走到客人房间时，你应该告诉他/她最近的安全出口在哪里。

49．On entering the room the guest must be informed of the “Do Not Disturb” and “Make Up Room” system. Light Switches and air conditioning controls should also be made aware to the guest.

进门时，应该向客人介绍“请勿打扰”和“清理房间”等标牌、电灯开关和空调遥控器的使用。

51．The same can be said for the mini-bar, which is another in room revenue generator. You should explain the billing and re-stocking procedure.

同样，向客人推荐迷你吧也是增加客房收入的方法之一。你需要向客人解释付费和重新添加东西的程序。

52．Most hotel rooms are equipped with an in-room safe (sometimes called a safety box), you must show the location of this and the operating instructions to the guest. 大多数酒店客房都配有保险箱，你需要向客人说明保险箱的摆放位置和使用方法。

53．If there are any safety functions or equipment in the room they must be shown and explained to the guest, this is very important and could be life saving.

如果房间里有安全设施，应该告诉客人它们的安放位置以及使用方法。这样做很

有必要，因为救生工作是攸关生死的大事。

54．Explain the telephone operating procedure and any functions such as IDD calling, outside line, operator, and voice mail messaging. At this point it is worth mentioning the business center, any rentable Internet connection such as broadband that is offered in the hotel.

向客人解释电话的操作程序和功能，例如国际直拨长途电话、外线、接线员以及语音信箱。从这一点来讲，酒店内的商务中心，可租用传真及宽带都是很值得一提的。

55．It is always worth remembering that you have an opportunity to sell the hotel products in this way. Do not over sell, however, just explain what is available Show the bathroom amenities, where the razor socket and the hairdryer are located in the bathroom. Show where extra towels are located if required.

记住这种方法永远可以帮你增加酒店收入：你所需要做的并不是硬性的推销，而是向客人解释清楚酒店所提供的一切服务内容。告诉客人浴室内的个人清洁用品、剃须刀架和吹风机以及备用毛巾的摆放位置。

56．Ask the guest if there are any questions or if he or she requires any room service. When leaving the room thank the guest and wish them a pleasant and happy stay. If you are offered a tip by the guest follow your hotel procedure and if you are allowed to accept tips then thank them, but never wait to be tipped this is extremely rude.

询问客人是否还有其他问题，或者他/她是否需要送餐服务。离开时应对客人入住表示感谢，并预祝客人入住愉快。如果客人支付小费并且酒店允许接受的话，你可以收下并表示感谢。有一点务必注意：不要明摆着等客人付小费，这样做是极其不礼貌的。

Business Center – 商务中心

57．Business travellers form a very large part of a hotel’s regular customers. In the past, these guests had become unhappy having to conduct business affairs in their rooms or the public areas of the hotel.

商务旅行者是酒店常规客户中的很大组成部分。过去，这些客人对于只能在他们的房间或酒店里的某个公共场所处理他们的商业事务而感到不满。

58．This did not create a proper professional business setting so top-end hotels developed the Business Center, which provides all the normal facilities you would expect to find in a busy modern office.

因为这不能给他们提供适当的，专业的商务环境。为此，一流的酒店专门建立了商务中心为客户提供所有在现代化的商务办公室中应有的设施和设备。

59．Fax and photocopying facilities as well as computer and printers capable of heavy workloads are available together with secretarial support. 其中包括传真、影印设备、对较大工作量都还提供计算机和打印设备，以及秘书服务。

60．Conference and meeting rooms are provided and can be booked in advance. These rooms offer a bright, professional businesslike setting, and are as a rule, generally equipped with whiteboards, flipcharts, and projectors, flipcharts, and projectors to cater for those clients who wish to organize presentations.

商务中心有可以提前预订的会议室。这些会议室具有很能很强的商务功能，通常还有专门为方便客人做演示而配备的白板、挂图、投影仪等。

61. Laptops have made computers and access to the internet very easy. Guests have up to now, been using laptops from either their rooms or the business center.

手提电脑使计算机以及其与互联网的连接变得更加的容易。现在，客人已经可以在房间里或商务中心使用他们的手提电脑了。

62. The development of wireless technology has meant that networks are being installed in all top-end hotels and “Hotspots ” nor areas where guests can now access the internet without the need to connect cables, are becoming commonplace.

无线上网技术的发展意味着网络安装已经在顶级酒店中的安装点或专门的区域，在这些区域，客人可以直接连接互联网，而不需要网线。

63. They may be asked to type faxes and e-mails, as well as business letters, and be prepared to send and receive them from anywhere in the world.

客人可能要求商务中心的工作人员代打一些传真、邮件以及商务信函，并将它午发送到指定的地址；或接收可能来自世界地的文件。

64. They need to be prepared to effectively represent the client while they are using the Business Center, and be knowledgeable about and able to use the standard office software packages like MS Word, Excel, Access and PowerPoint.

商务中心的工作人员需要掌握熟练使用普通办公软件的技巧，如MS Word, Excel, Access and power point 当客人来到时，这里的工作人员应该做好准备向客人说明如何使用商务中心

65. With guests spending a lot of time in the Business Center there is an opportunity to offer food and beverages, which will be both appreciated by the guests as well as increase hotel revenue.

工作人员应该向长时间使用商务中心的客人推荐一些食物和饮料，这对服务客人和提升酒店收入都有好处。

66. These skills together with multilingual abilities allow Business Center staff to offer an important and essential professional service to their guests.

同时掌握这些工作技巧以及良好的多种语言表达能才是为客人提供专业服务的先决条件。

Cashier – 收银员

67. Front Desk cashiers have very responsible and exacting jobs, which differ from normal hotel cashiers.

前台收银员不同于普通的酒店收银员，需要极强的责任感和准确性。

68. They prepare and settle bills that they create, except those bills that guests charge to their room account. These bills are posted to the guest Ledger Account and will be handled by the Front Desk Cashier at the time of checkout.

他们准备和清算由他们开出的帐单，不包括那些记入客人房费的帐单。这些帐被登入客人的总帐目中，在客人退房时由前台收银员处理。

69. Unlike outlet cashiers who will clear their transaction database at the end of a session, Front Desk Cashiers prepare and present bills that show transactions for the entire guest ’s stay. These would include bills posted from outlets like bars, shops restaurants, as well as telephone, mini bar and room charges for each night stayed. 和餐厅收银员在每一次营业结束时将交易数据清空不同的是，前台收银员准备和出示客人整个住宿阶段的所有交易的帐单。这些帐单包括酒吧、商店、餐厅的消费，以及电话、私人酒吧和每晚房费的帐单。

70. Room charges are posted to the Guest Ledger by the computer system every time the Night Audit function is run. This happens in the early hours of the morning when all of the outlets are closed and the hotel is quiet.

每当夜审启动时，房费由计算机系统记入客人的总帐目中。这通常发生每天凌晨两三点钟，此时所有的餐厅都已结束营业而酒店非常安静。

71．It is important to check that the last night stay has been shown on the bill, since a guest could check out before the night audit has been run.

检查前一晚的房费是否显示在帐单上非常重要，因为客人有可能在夜审开始前退房。

72．If needed the cashier can post this charge to the guest ledger, and allow the bill to be completed. Once the guest has reviewed the bill and is satisfied, the cashier can request payment.

如果有必要，收银员可能通过手工操作，将房费记入客人总帐，以使帐目完整。一旦客人检查完帐单并表示满意，收银员就能要求客人付帐。

73．Sometimes guests will request that they settle the bill in a mixture of local and foreign currency. Usually this is easily done though there is normally a charge for this service, through exchange rate differences or through commissions.

有时候客人会要求同时用当地的货币和外币付款。虽然常这是比较容易操作的，但通常也需收取服务费，因为外币兑换汇率存在差异，酒店也需要从中收取佣金。

74．Currency exchange is a normal function of the Front Desk Cashier, although what they are allowed to do is very strictly controlled. They will be able to accept foreign currency and travelers cheques as well as credit cards, but will not be able to exchange local currency for other currencies. All change will be given in local currency .These transactions are recorded by the hotel to comply with Foreign Exchange regulations.

货币兑换是前台收银员的基本职责，但是它们是被严格控制的。收银员可以接受外币、旅行支票和信用卡，但是不允许将本国货币换成其他货币。所有的兑换必须交付本国货币。外币兑换条例规定酒店需要将这些交易登记在案。

75．After receiving payment (adjusted for any deposit made),a receipt will be issued, a receipt will be issued, attached to the bill and presented to the guest.

收到付款后（付款根据押金的多少来核算），收银员会将收据，连同帐单一同交给客人。

76．Earlier credit card slips used as security will be returned or destroyed in front of the guest . 原先用于押金信用卡收条也将还给客人或当着客人的面销毁。

77．Once everything has been settled the cashier will clear the Guest Ledger by entering a “nil ” balance.

一旦所有的帐都已结清，收银员将在客人帐目差额中入“零”。

78．This will then release the room in the database to the Housekeeping department who will service the room and “return ” it to the system allowing reception to allocate the room to the next guest .

随后系统将房间放出也给客房部，客房部清扫完后再将它“还给”系统，这样接待处就能将房间卖给下一位客人。

Check-out – 退房

79．When guests leave a hotel they must leave with a good impression of the place. 当住宿结束，客人退房时，会要求前台准备帐单以便付款。

80．A friendly, accurate and efficient check-out is essential to leaving a good impression with the guest.

一个友好、准确而又高效的退房服务是为离店客人留下良好印象的关键。

81．All the hard work that has gone into making sure the guest who had a great stay with the hotel can be undone very easily if the bill is incorrect, the staff are unfriendly and the whole check-out process takes too long.

一张错误的帐单、员工态度不够友好以及退房手续办理时间过长都能够轻而易举地使之前为客户入住愉快而作出的所有努力毁于一旦。

82．All room bills should be gone through the night before the guest is due out, checking the room rate and all aspects of the reservation are correct, as well as looking for unusual and double postings, in order to decrease any errors.

为了降低出错的几率，所有的房费帐单、房价以及预订信息都应该在客户预期离店的前一晚仔细确认，这样做也可以避免不适当的或是重复的预订。

83．When the guest comes to check out they will likely be in a hurry because they may be leaving the country or city soon, or they may have only short time in which to get things done before they leave.

当客户办理退房手续时，往往显得比较匆忙因为他们可能正急着赶往另一个国家或城市，也可能由于时间仓促（希望快点办理退房）。

84．First thing to do after smiling to the guest is to retrieve the room key. If you do not get the key back it is very hard to sell the room again, for security reasons.

在向客人微笑之后首先要做的就是收回房间钥匙。从安全角度来说，如果不将钥匙收回，你难将客房再次售出。

85．You must ask if the guest had anything from the mini-bar, although housekeeping will be checking on departing guests who have left their rooms, and will call if they find anything missing.

尽管客房部工作人员在客人离开后检查房间，一旦发现在东西失缺，他们会马上打电话通知前台，但你（前厅工作人员）必须询问客人是否使用了迷你吧里的物品。

86．While you are printing the bill, ask if the guest enjoyed their stay, if everything was OK, Also take this chance to ask if they require any help with their luggage.

在打印帐单时，询问客人入住是否愉快。顺便询问客人是否需要酒店帮忙搬运行李。

87．If they are leaving immediately then they may require transportation, make sure it is charged if it is a hotel car, or they may need their luggage to be held for them at the concierge if they are leaving sometime later in the day. Guests may require a “Late Checkout ”, which means they wish to keep their room after normal checkout time has elapsed. Hotel policies on this vary but generally guests are charged for this and if must be clearly communicated.

如果客人是要马上离开，他们可能需要酒店帮助安排车辆，如果客人稍晚离开，他们可能需要将行李寄放在礼宾处。这时务必向客人解释清楚这些都是需要付费的。有时客人也会有延迟房的需求。（也就是说他们想在正常退房时间过后再退房。）每个酒店操作制度都会所有不同，但总体上说客户都需要为以上情况付费，酒店工作人员也应对此作出清楚地解释

88．When the guest has checked the bill they should be asked to sign the hotel copy and payment should be taken.

当客人查年帐单时，应该要求他们付款同时也在酒店存根联上签字。

89．If they have left a deposit then this must be accounted for and the balance taken or returned. If they pay by credit card then the authorization must be cancelled or used so as not to block the guest’s card unnecessarily.

如果客人支付过押金，房费可以从押金中扣除，然后，将剩余钱款多退少补。如果客人使用信用卡付费，为了防止因其不必要的帐户冻结，酒店应该先取消或是使用客户的信用卡授权押金。

90．Return a copy of the bill, a receipt, and their change or credit card to them, and thank the guest.

将一联发票和收据连同找零或信用卡一起归还客人，同时对客人入住表示感谢。

91．Make sure that you staple a signed copy of the bill, the receipt and the booking correspondence receipt and the booking correspondence together for the hotel records. 确保将同一位客人签过字的发票、收据的存根联以及预订信息定入该客人的客户档案内。

92．Remember to be friendly at all times and ask the guest or inform them of any future or onward bookings, and say that you are looking forward to seeing them again. 记得始终面带微笑，询问/提示客人关于今后的预订情况，告诉他们你希望他们再次入住你的酒店。

Handling Complaints – 处理投诉

93．The most important thing to remember when faced with an unhappy guest is to let them have their say. The act of complaining actually halves the sense of injustice or anxiety. Once you vent your frustration or anger you feel much better, and so let guests have their say and do mot interrupt them.

最重要的一点是要记得在面对不开心客户时要让他们说话。投诉这个行为的本质就是客户感到了不公平或都焦虑。一旦你发泄了你的不满或者气愤，你会感觉好多了，所以要让客户去说话而不要打断他们。

94．Try to empathize with your guest and show you care about them and what they are saying. 试着从客户的角度出发去想，对他们及他们所说的话表示关注。

95．If you have something to say you want people to listen and to agree with you; it is good for your ego. So agree with your guests when they complain, nod your head and agree that things are not right.

如果你有想说的话，你会希望别人的倾听和赞同，这样比较有利于你的自尊心。所以在客户投诉的时候你要点头表示赞同，表明你认为客户所投诉的事情确实有不妥之处。

96．Take notes – this will show them that you are taking them seriously and they will believe that some action will be taken because of it. 做记录 – 表明你对待客户态度非常认真，他们会相信在你做了记录以后，会采取措施解决问题。

97．Once they have finished telling you their complaint apologize and tell them that you are as unhappy about what has happened to them as they are and that you will fix it. Be positive. 在客户阐述完了他们的投诉之后，你要先道歉，然后告诉他们，你对客户的不愉快经历感同身受，你会为他们解决问题的，态度要积极。

98．To reinforce the bond with them and to place your hotel in a good light, explain that this never happened before, that you are embarrassed that this has occurred ,and that you totally understand why they feel the way they do.

为了加强和客户之间的感情联系，维护酒店形象，你需要解释说此类事件以前从未发生过，并为发生这样的事情表示抱歉，告诉客户你完全可以理解他们的心情

99．What you are trying to achieve in this situation is to turn yourself from being the cause of the problem, in the eyes of the guest, to being their ally. Once they feel that you understand the problem, that you agree with them, and that you are on their side you must look to remedy the problem.

在这种情况下你要努力做到的就是把自己从客户眼中的问题导致都转变为他们的同盟。一旦到了客户确信你了解他们的问题、赞同他们的想法并且确实和他们站在同一立场时，你必须赶快想办法帮客户解决问题。

100．If you do mot have the authority to fix the problem or offer compensation of some kind without permission, do not promise anything, this is very important.

如果你没有权力解决问题，或者提供任何形式的补尝，就不要向客户作出任何承诺，这一点很重要。

101．Do not apologize too much as you will create a position of weakness and some guests will enjoy the power, and the complaint can get bigger than it initially was. 不要总是道歉，因为这样会让你自己处于一种非常软弱的位置，很多客户喜欢这种高高在上的感觉，最终会把投诉的问题越搞越大。

102．Generally, guests just want the problem fixed and to be taken seriously. There will always be some guests who are looking to profit from the situation unfortunately this is human nature. Remember, that a complaint is an opportunity to impress. Give a little – get a loyal guest in return.

总而言之，客人希望他们的问题受到重视，得到解决。也有些客人总是希望从这种情况中得到一点好处，这也是人之常情。要记住，处理一个投诉也是一次感动客人的机会。多付出一点点，就可以赢得一个忠实的回头客！

Reservations – 预订

103．The reservation staff must be multilingual, experienced, and have excellent telephone manners. You should be formal, yet friendly and bright, while getting the required booking information without asking the customer to unnecessarily repeat themselves. Too many questions could displease the guest, so only information essential to the booking should be requested.

预订员工必须掌握多种语言，有经验，同时具备出色的电话礼仪。当向客人询问预订信息时，他应该表现专业，又不失亲切友善。他要避免让客人作无谓的重复。太多的问题会使客人不高兴，因此只向客人询问预订所必需的信息。

104．This could include name, address, and number if guests staying type of room required, and length of stay verified by the departure date.

这些信息包括姓名、地址、入住人数、房型，并根据客人的离店日期确认逗留天数。

105．Reservations are recorded in a database that will inform the staff about tariffs (room fates ) and discounts available for the room types available during the requested dates. 预订信息录入数据库，以便员工了解客人预订日期内的房价、折扣以及可提供的房型。

106．There is also a place to record special requests such as late arrivals, special diets, airport transfers, disability requirements etc. 客人的特殊要求，如较晚抵达、特殊食物、接机、残疾人特殊要求等也需要被记录下来。

107. The number of Room Nights is important and the departure date needs to be checked carefully with the guest.

客房的入住天数非常重要，同时离店日期也需要和客人仔细确认

108．Much of the information required may already be available if the guest has stayed at the hotel before. The database can be queried by using the Guest History using either names or dates.

如果客人以前曾入住过，那么大部分的信息都已经有了，只要通过客人的名字或入住日期就能在数据库中查询客人的相关记录。

109．Confirmations are crucial both for the guest and reception.

对客人和前台来说，信息确认非常重要。

110．All confirmations should be made in writing quoting all the essential information recorded at the time of initial booking.

所有的确认需要包括客人在首次预订时留下的重要信息，所有内容必须以书面形式记录。

111．Also, recorded booking reference number is issued that helps staff find the reservation on the system at check-in time

同时预订时必须提供客房预订号，以便于员工在客人登记入住时在系统中找到他的预订信息。

112．There are two situations that affect reservations, cancellations and extensions of stay. Both of these can cause serious problems if not dealt with promptly

有两种情况会影响预订：取消和延住。这两种情况如果没有及时处理，会导致很严重的后果。

113．Cancellations can cause unnecessary loss of revenues if not managed effectively. 取消预订如果没有及时处理的话，可能会导致无谓的收入损失。