1、 Ramada 前台服务标准一、 C/I标准：1. Good morning/afternoon/evening,Welcome to Ramada plaza nan jing;“早上好，欢迎光临南京华美达怡华酒店”2.How may I help you？可以为您效劳吗?(如客人回答 Yes,I have a reservation,是的我有预定)3.May I have your name sir?(客人回答 XXX)4.Would you please spell your name for me?能拼写一下您的名字吗?5.Just a moment, let me check it
2、for you.请稍等6.Yes,Mr XXX,you booked a single room with breakfast for two nights.XXX先生,您预定了一间单人间,含一份早餐,住两个晚上.(同时把打印好的登记单双手递给客人,并用手指出房价)7.Would you please sign your name here? Thank you,Mr XXX请您签名(指一下登记单让客人签字,客人签好后,说谢谢并称呼客人姓)8.May I have your passport for a moment?可以看一下您的护照吗?(按要求在登记单上填写完整,核实无误后,双手递还给客人
3、.)9.Mr XXX, How would you like to pay? Pay by credit card or cash?XXX先生,您是刷卡还是付现金呢?(客人如选择刷卡)10.May I have your credit card for a moment. Thank you ,Mr XXX this is your room No. And this is your room rate ，please sign your name on it。要求:双手接过卡,并致谢之后双手递回,递上房卡并指出房号和房价,并要求客人签名.11.Have you Express Check-O
4、ut service?您需要快速结帐服务吗?(如客人需要,则要给客人看一下快速结帐服务明细,客人确认后签名,把签字联和登记单订在一起并在交班本上记录,夜班员工于次日早上5:00之前把打印好的帐单让行李员送至客人房间.)12.Mr XXX Are you a member of miles program?XXX 先生,您有没有参加航空里程积分活动?(同时用手指示一下航空里程积分牌,并记下卡号)13.Our breakfast time is 6:30 am-10:00 am in the peppers its over there.要求:单手向客人指明方向14.Mr XXX this is
5、our bellboy hell take your luggage to the room .The elevator is over there. Hope you enjoy your stay with us.这是行李员,他会将您的行李送入您的房间,电梯在您的右手边(用手指示一下),希望您住店愉快!二.C/O 程序:1. Good morning Mr XXX, How may I help you?早上好 XXX先生,可以为您效劳吗?2. May I have your room No,please?请问您的房号是?3. Do you use the Mini-bar in your
6、 room?XXX先生,请问您有使用过房间的迷你吧吗?4. Mr XXX,How about your stay?XXX先生,您住的还好吗?5. Mr XXX this is your bill,would you please check it,please sign your name. Thank you.XXX先生,这是您的帐单,请您检查一下,如正确的话请在这里签名,谢谢.6. Mr XXX, Do you still use your credit card for C/O?XXX先生,请问您还是用信用卡结帐吗?7. May I have your credit card again
7、?您的卡可以再出示一下吗?(使用后,双手递回)8. Mr XXX,Do you need Chinese invoice?XXX先生,请问您需要帐单和发票吗?(应双手递上客人帐单和发票)9. Do you need to make a reservation for your next stay?XXX先生,需要为您按排下次的预定吗?(如客人说:No,Thank you.)10.You are welcome!不用客气11.Mr XXX,Do you need book a taxi for you?XXX先生,需要帮您叫辆出租车吗?(如客人需要则通知行李员帮客人叫车)12.Thank you for choosing Ramada international!and hope you have a nice trip！XXX先生,谢谢您光临华美达怡华酒店!
