CHAPTER 01　前台服务The Front Desk Service
CHAPTER 02　客房服务Housekeeping Services
CHAPTER 03　电话服务Operator Service
- PART 1　内线电话服务Internal Line Service/52
- PART 2　外部通信External Communication/63
CHAPTER 04　餐饮服务Food and Beverage Services
CHAPTER 05　康乐中心Recreation Center
CHAPTER 06　商务服务Business Services
- PART 1　业务联系Business Contacts/150
- PART 2　个人中心Personal Center/159
CHAPTER 07　其他服务Other Services
- PART 1　特殊要求Special Requirements/176
- PART 2　紧急情况处理Handling Emergency/183
CHAPTER 08　处理投诉问题Handling Complaints
- PART 1　常见的酒店投诉Common Hotel Complaints/204
- PART 2　突发情况Sudden Cases/220

目录 CONTENTS

CHAPTER 01　前台服务The Front Desk Service

酒店服务最直观的一项工作就是前台服务，顾客首先接触的也是酒店的前台人员。所以无论是在电话中，还是当面和顾客交流，前台人员都要尽可能地帮助顾客处理各项问题，提供基本服务。

PART 1　信息咨询Requiring Information/2

Unit 1　酒店基本资料Hotel Information/2

Unit 2　酒店设施介绍Introducing Hotel Facilities/6

Unit 3　酒店住房种类Hotel Room Type/8

Unit 4　房间价格及折扣Room Rate and Discounts/12

Unit 5　介绍观光信息Introducing Tourist Information/16

PART 2　预订房间Reserving Rooms/18

Unit 1　个人预订Personal Reservation/18

Unit 2　更改和取消预订Changing and Cancelling Reservation/20

PART 3　入住登记和退房手续Checking In and Checking Out/24

Unit 1　登记入住手续Check-In Procedure/24

Unit 2　办理退房手续Handling Check-Out/26

CHAPTER 02　客房服务Housekeeping Services

酒店是以住宿为中心来展开各项服务的，客人入住以后，客房的清洁、送餐、维修等杂项都由客房部门来完成。除了基本的服务外，客人如有其他要求，客房服务员也要尽量满足，让客人觉得宾至如归。

PART 1　客房介绍Room Introduction/30

Unit 1　带客进房Ushering Guests into the Room/30

Unit 2　介绍客房设施Introducing the Room Equipment/31

Unit 3　行李提取Claiming Baggage/34

PART 2　送餐服务Room Services/36

Unit 1　客户订餐Taking Room Service Order/36

Unit 2　客房送餐费用Room Service Charge/38

PART 3　其他要求Other Requirements/40

Unit 1　电器维修Repairing the Appliances/40

Unit 2　客房打扫Tidy the Room/42

Unit 3　洗衣服务Laundry Service/44

Unit 4　叫醒服务Wake-up Call Service/47

Unit 5　更换房间Changing Rooms/49

CHAPTER 03　电话服务Operator Service

虽然现在的通信工具以手机为主，但是对于国外客人来说，入住酒店后，使用自己的手机不如使用客房电话来得方便。这时酒店会为客人提供内线和外线电话服务，来满足客人的通信需求。

PART 1　内线电话服务Internal Line Service/52

Unit 1　留言服务Message Service/52

Unit 2　客房电话的使用Using Room Phone/54

Unit 3　电话占线情况Line Busy/56

Unit 4　电话出现杂音Call is Unclear/58

Unit 5　电话转接服务Call Transit Service/61

PART 2　外部通信External Communication/63

Unit 1　处理打错的电话Processing Wrong Call/63

Unit 2　拨打国际电话Dialing International Calls/65

Unit 3　接通外线电话Connecting External Calls/67

Unit 4　付费电话Paid Call/69

CHAPTER 04　餐饮服务Food and Beverage Services

酒店的餐饮最能体现酒店特色，从餐厅的数量和类型也能一窥酒店的规模。与之相关的便是餐饮服务的专业性，从餐台预订到领座点单，从特色推荐到对菜肴的熟悉度，无一不考验着工作人员的专业素养。

PART 1　餐台预订Restaurant Reservation/74

Unit 1　推荐饭店Recommending Restaurant/74

Unit 2　餐位预订Booking a Table/76

Unit 3　对桌位的特殊要求Special Demands For the Table/79

Unit 4　引客入座Seating Guests/81

Unit 5　点菜服务Taking Orders/83

Unit 6　说明菜品Introducing Variety of Dishes/85

Unit 7　菜品推荐Recommending Dishes/88

Unit 8　早餐供应Serving Breakfast/90

Unit 9　餐后结账Having the Bill/93

PART 2　酒水要求Beverage Requirements/95

Unit 1　酒水点单Taking Drink Orders/95

Unit 2　推荐酒水Recommending Beverage/97

Unit 3　尝试中国白酒Trying Chinese Liquors/99

Unit 4　享用咖啡Enjoying Coffee/101

Unit 5　品味中国茶Tasting Chinese Tea/104

PART 3　各色菜肴Varieties of Dishes/106

Unit 1　地方菜Local Cuisine/106

Unit 2　日本料理Japanese Food/109

Unit 3　诱人火锅Hot Pot/111

CHAPTER 05　康乐中心Recreation Center

酒店的康乐中心一般包括医务室、SPA、游泳池、健身房、茶室等，游泳池和健身房通常对住店客人都是免费的。通过这些功能性的场所，客人可在闲暇时间找到调节身心、缓解疲劳的途径。

PART 1　健身中心Fitness Center/116

Unit 1　健身设施Fitness Facilities/116

Unit 2　健身项目Fitness Activities/118

Unit 3　体验中国功夫Experiencing Kung Fu/120

Unit 4　室内游泳馆Indoor Swimming Pool/123

PART 2　就医服务Medical Services/125

Unit 1　询问病情Asking the Illness/125

Unit 2　提供医疗服务Providing Medical Care/127

PART 3　休闲娱乐Leisure and Recreation/129

Unit 1　酒吧歌舞Bar Services/129

Unit 2　电影欣赏Film Appreciation/131

Unit 3　电视娱乐Television Entertainment/134

Unit 4　棋牌室，乐趣多Chess and Card Room，Much Fun/137

Unit 5　购物消费Shopping Consumption/139

PART 4　美容保健Beauty and Health Care/142

Unit 1　中医按摩Chinese Massage/142

Unit 2　桑拿服务Sauna Service/144

Unit 3　美发服务Hairdressing Service/146

CHAPTER 06　商务服务Business Services

比起一般的客人，商务人士更加挑剔，所需要的服务也更专业，同时也愿意为服务支付价格。酒店在住宿、餐饮等基础服务之上，还会根据不同的商务人群层次提供有针对性的服务，比如会议服务、宴请服务等。

PART 1　业务联系Business Contacts/150

Unit 1　提供专业会议服务Providing Professional Meeting Services/150

Unit 2　传真服务Fax Services/152

Unit 3　商务宴请服务Business Banquet Service/155

Unit 4　邮寄服务Mail Service/157

PART 2　个人中心Personal Center/159

Unit 1　临时翻译服务Temporary Translation Service/159

Unit 2　网络服务Internet Services/162

Unit 3　文档的打印、复印Printing and Copying Service/164

Unit 4　代客订票Bokking Tickets/166

Unit 5　兑换外币Exchanging Foreign Currencies/169

Unit 6　叫车服务Car Services/171

CHAPTER 07　其他服务Other Services

根据功能的职责不同，酒店划分了不同的部门，处理各自的工作并提供相应的服务。但有的杂项是酒店不好分门别类的，或是功能单一的，如失物招领处只负责失物招领。而酒店对于客人的特殊要求或是突发情况也不能疏忽，各部门要互相配合，努力解决。

PART 1　特殊要求Special Requirements/176

Unit 1　添加物品Adding Items/176

Unit 2　贵重物品保管Depositing the Valuables/178

Unit 3　托儿服务Childcare Service/181

PART 2　紧急情况处理Handling Emergency/183

Unit 1　遗失物品Losting Item/183

Unit 2　火灾疏散Fire Evacuation/186

Unit 3　寻找小孩Looking for Children/188

Unit 4　忘记带钥匙卡Forgetting the Key Card/191

Unit 5　失物认领Lost and Found/193

Unit 6　收到包裹Package Notice/195

Unit 7　寻求帮助Asking for help/198

Unit 8　送错行李Misplaced Luggage/200

CHAPTER 08　处理投诉问题Handling Complaints

要想酒店的口碑好，当然是提高自己的服务质量，进而提高酒店的档次和规模。其中对于客人的投诉，首要原则是真诚地表示道歉，然后听取客人的意见，安慰客人，调节客人的情绪，尽量处理好投诉事件。

CHAPTER 01 The Front Desk Service 前台服务

CHAPTER 01 前台服务The Front Desk Service

PART 1 信息咨询Requiring Information/2

Unit 1 酒店基本资料Hotel Information/2

Unit 2 酒店设施介绍Introducing Hotel Facilities/6

Unit 3 酒店住房种类Hotel Room Type/8

Unit 4 房间价格及折扣Room Rate and Discounts/12

Unit 5 介绍观光信息Introducing Tourist Information/16

PART 2 预订房间Reserving Rooms/18

Unit 1 个人预订Personal Reservation/18

Unit 2 更改和取消预订Changing and Cancelling Reservation/20

PART 3 入住登记和退房手续Checking In and Checking Out/24

Unit 1 登记入住手续Check-In Procedure/24

Unit 2 办理退房手续Handling Check-Out/26

CHAPTER 02 客房服务Housekeeping Services

PART 1 客房介绍Room Introduction/30

Unit 1 带客进房Ushering Guests into the Room/30

Unit 2 介绍客房设施Introducing the Room Equipment/31

Unit 3 行李提取Claiming Baggage/34

PART 2 送餐服务Room Services/36

Unit 1 客户订餐Taking Room Service Order/36

Unit 2 客房送餐费用Room Service Charge/38

PART 3 其他要求Other Requirements/40

Unit 1 电器维修Repairing the Appliances/40

Unit 2 客房打扫Tidy the Room/42

Unit 3 洗衣服务Laundry Service/44

Unit 4 叫醒服务Wake-up Call Service/47

Unit 5 更换房间Changing Rooms/49

CHAPTER 03 电话服务Operator Service

PART 1 内线电话服务Internal Line Service/52

Unit 1 留言服务Message Service/52

Unit 2 客房电话的使用Using Room Phone/54

Unit 3 电话占线情况Line Busy/56

Unit 4 电话出现杂音Call is Unclear/58

Unit 5 电话转接服务Call Transit Service/61

PART 2 外部通信External Communication/63

Unit 1 处理打错的电话Processing Wrong Call/63

Unit 2 拨打国际电话Dialing International Calls/65

Unit 3 接通外线电话Connecting External Calls/67

Unit 4 付费电话Paid Call/69

CHAPTER 04 餐饮服务Food and Beverage Services

PART 1 餐台预订Restaurant Reservation/74

Unit 1 推荐饭店Recommending Restaurant/74

Unit 2 餐位预订Booking a Table/76

Unit 3 对桌位的特殊要求Special Demands For the Table/79

Unit 4 引客入座Seating Guests/81

Unit 5 点菜服务Taking Orders/83

Unit 6 说明菜品Introducing Variety of Dishes/85

Unit 7 菜品推荐Recommending Dishes/88

Unit 8 早餐供应Serving Breakfast/90

Unit 9 餐后结账Having the Bill/93

PART 2 酒水要求Beverage Requirements/95

Unit 1 酒水点单Taking Drink Orders/95

Unit 2 推荐酒水Recommending Beverage/97

Unit 3 尝试中国白酒Trying Chinese Liquors/99

Unit 4 享用咖啡Enjoying Coffee/101

Unit 5 品味中国茶Tasting Chinese Tea/104

PART 3 各色菜肴Varieties of Dishes/106

Unit 1 地方菜Local Cuisine/106

Unit 2 日本料理Japanese Food/109

Unit 3 诱人火锅Hot Pot/111

CHAPTER 05 康乐中心Recreation Center

PART 1 健身中心Fitness Center/116

Unit 1 健身设施Fitness Facilities/116

Unit 2 健身项目Fitness Activities/118

Unit 3 体验中国功夫Experiencing Kung Fu/120

Unit 4 室内游泳馆Indoor Swimming Pool/123

PART 2 就医服务Medical Services/125

Unit 1 询问病情Asking the Illness/125

Unit 2 提供医疗服务Providing Medical Care/127

PART 3 休闲娱乐Leisure and Recreation/129

Unit 1 酒吧歌舞Bar Services/129

Unit 2 电影欣赏Film Appreciation/131

Unit 3 电视娱乐Television Entertainment/134

Unit 4 棋牌室，乐趣多Chess and Card Room，Much Fun/137

Unit 5 购物消费Shopping Consumption/139

PART 4 美容保健Beauty and Health Care/142

Unit 1 中医按摩Chinese Massage/142

Unit 2 桑拿服务Sauna Service/144

Unit 3 美发服务Hairdressing Service/146

CHAPTER 01　The Front Desk Service 前台服务