酒店前台接待英语培训PPT推荐.ppt
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Fine,thanks.Andyou?
Welcometoourhotel.Wishyouamostpleasantstayinourhotel.Ihopeyouwillenjoyyourstaywithus.Ihopeyouareenjoyingyourstaywithus.Ihopeyouhaveenjoyedyourstaywithus.Haveagoodtime!
2http:
/中管网通用业频道中管网通用业频道电话用语电话用语FrontDesk.CanIhelpyou?
Sorry,Ivedialedthewrongnumber.MayIspeaktoyourGeneralManager?
-Speaking.Sorry.Heisnotinatthemoment.Wouldyouliketoleaveamessage?
Ibegyourpardon?
/Pardon?
3http:
/中管网通用业频道中管网通用业频道祝贺语:
祝贺语:
Congratulations!
MerryChristmas!
Haveaniceholiday!
Wishyoueverysuccess!
答谢和应答语答谢和应答语:
Thankyouforyourhelp(advice,information)Itsverykindofyou.Youarewelcome.Notatall.Dontmentionit.Itsmypleasure.Withpleasure.Mypleasure.Iamalwaysatyourservice.Thankyouforstayinginourhotel.4http:
/中管网通用业频道中管网通用业频道道歉语道歉语Iamsorry.Excuseme.Imsorry.Itsmyfault.Sorrytohavekeptyouwaiting.Sorrytointerruptyou.Imsorryaboutthis.Iapologizeforthis.Thatsallright.Letsforgetit.5http:
/中管网通用业频道中管网通用业频道征询语征询语:
CanIhelpyou?
WhatcanIdoforyou?
IsthereanythingIcandoforyou?
Justamoment,please.MayIuseyourphone?
指路用语指路用语:
Itsoppositeourhotel.Itsonthesecond(third)floor.Excuseme.Whereisthewashroom(restroom,elevator)?
Thisway,please!
Turnleft/right.Itsinthelobbynearthemainentrance.Itsattheendofthecorridor.6http:
/中管网通用业频道中管网通用业频道提醒用语提醒用语:
Mind/Watchyourstep.Pleasebecareful.Pleasedontleaveanythingbehind.Dontworry.Takeiteasy.Pleasedontsmokehere.告别语告别语:
Seeyoulater.Goodnight.Seeyoutomorrow.Goodbyeandthankyouforcoming.Goodbyeandhopetoseeyouagain.Haveanicetrip.Haveanicetriphome.7http:
/中管网通用业频道中管网通用业频道前台术语前台术语前台术语前台术语AEAmericanExpress美国运通卡JCBJapanCreditBureau日本JCB大来卡DCDinnersCard日本大来卡MCMasterCard万事达卡VS(VISA)VisaInternationalServiceAssociation维萨卡CCBChinaConstructionBank中国建设银行ICBCIndustrial&
CommercialBankOfChina中国工商银行BOCBankOfChina中国银行BOCBankOfCommunications交通银行CITICChinaCiticBank中信银行ABCAgricultureBankOfChina中国农业银行银行方面:
银行方面:
8http:
/中管网通用业频道中管网通用业频道酒店部门简写:
酒店部门简写:
FO(FrontOffice)前厅部HSKP(Housekeeping)客房部S&
M(saleandMarketing)销售部SEC(Security)保安部F&
B(Food&
Beverage)餐饮部HR(HumanResource)人力资源部FD(FinancialDepartment)财务部EDP(ElectricDataProcessing)电脑部ENG(Engineer)工程部PR(PublicRelations)公关部9http:
/中管网通用业频道中管网通用业频道前台常用简写:
前台常用简写:
ID(Identification)身份证LateC/O(CheckOut)延迟退房RC(RegistrationCard)入住登记表SDB(SafeDepositBox)前台保险箱F(Female)女性M(Male)男性CHRG(Charge)收费InstantC/I(CheckIn)(快速)登记入住InstantC/O(CheckOut)(快速)退房IDD(InternationalDirectDial)国际长途电话DDD(DomesticDirectDial)国内长途电话MOD(MangerOnDuty)值班经理N/A(NoAnswer)无应答TBA(ToBeAdvised)等待通知10http:
/中管网通用业频道中管网通用业频道VIP(VeryImportantPerson)重要客人CIP(CompanyImportantPerson)公司重要客人P/F(PayFor)为.付费P/B(PayBy)由.付费RSVN(Reservation)预定AR(AccountReceivable)应收帐CONF(Confidential)保密GSTS(GuestSatisfactionTrackingSystem)客人满意CXL(Cancellation)预订取消N/S(NoShow)预订未到CO(Company)公司T/A(TravelAgent)旅行社GRP(Group)团队PA(PublicArea)公共区域GTD(Guaranteed)担保W/I(WalkIn)无预定散客11http:
/中管网通用业频道中管网通用业频道FIT(FrequentlyIndividualTraveler)散客T/C(TravelersCheque/Check)旅行支票W/C(WakeUpCall)M/C(MorningCall)叫醒服务PKG(package)包价N/B(NoBaggage)无行李S/O(SleepOut)外睡L/B(LittleBaggage)少量行李HSE(HouseUsed)酒店自用房DU(DayUsed)小时房CNF(Confirmation)确认12http:
/中管网通用业频道中管网通用业频道COMP(Complementary)免费ARR(AverageRoomRate)平均房价PMS酒店电脑系统PSB(PublicSecurityBureau)公安局系统VC(VacantClear)干净空房VD(vacantDirty)脏房空房OC(OccupiedClear)占用干净房OD(Occupied)占用脏房VO(VacantOccupied)电脑显示空房,实际房间由人住OV(OccupiedVacant)电脑显示住人房,实际为空房OOS(OutOfService)维修房(房间改造,大修)OOO(OutOfOrder)维护房(小部分维修)13http:
/中管网通用业频道中管网通用业频道前台常用术语:
前台常用术语:
DueOut预退Refund退还PaidOut退客现金Occupied入住,被占用LateCheckOut延迟退房LateCharge延迟结帐HousePhone酒店内部电话In-HouseGuest在住客Overbooking超预定Block预留ExtraBed加床KingSize大床DND(DoNotDisturb)请勿打扰Over-Stay超过原定离店日期但未离店的客人FullHouse满房RateCode房价码MarketCode市场码PostingCode入帐码14http:
/中管网通用业频道中管网通用业频道前厅分部前厅分部:
FrontofficeManager前厅部经理AM(AssistantManager)大堂副理Doorman门厅应接员Receptionist接待员Reservationist订房员Bellman行李员FrontOfficeCashier结帐员FrontOfficeInformationClerk前厅问讯员BC(BusinessCenter)商务中心GSC(GuestServiceCenter)总机15http:
/中管网通用业频道中管网通用业频道FeaturesDoubleroom大床房Singleroom单人间Twinroom双人房Suite套间deluxesuite豪华套房presidentialsuiteSM(Smoking吸烟房)NS(Non-smoking无烟房)HC(HandicappedRoom残疾人房)CR(ConnectingRoom连通房)NC(Non-connectingRoom不连通房)IF(InwardFacing内景房)OF(OutwardFacing外景房)RV(RiverView河景房)CV(CityView可以看到城市)NV(NorthView房间朝北)SV(SouthView房间朝南)16http:
/中管网通用业频道中管网通用业频道NE(NearElevator离电梯较近)FE(FarawayfromElevator离电梯较远)NS(NearStair离楼道较近)BW(BigwashingRoom洗手间较大)FE(farawayfromElevator离电梯较远)BW(BigwashingRoom洗手间较大)SS(SmallsizeSuites小面积普通套房)BS(BigsizeSuites大面积普通套房)SB(SmallsizeBusinessSuites小面积商务套房)