礼宾部标准服务程序对话.doc

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1、FITCHECKOUT散客退房行李服务Uponreceivingluggageservicecall:Uponreceivingguestcallforcheckoutluggageservice,theConciergesupervisororShiftleadermustpickupthephonewithpropermanner,Inquireaboutthenumberofthepieces,gettheguest’sname,roomnumberandrequestingtimeintheconciergecontrolsheetafte

2、rhangupthephone.B:Goodmorning/afternoon…Concierge,__speaking,HowmayIhelpyou?G:I’dliketocheckoutnow.Canyoucollectmyluggage?B:Couldyoupleasetellmehowmanypiecesofluggagedoyouhave?G:5pieces.B:Whattimedoyouneedtheluggagecollection?G:10minuteslater.B:Thankyou.Mr.___,wewillsendoneBel

3、lmantoyourroomatonce.ThankyouForyourcalling,seeyou!Beforeenteringtheguest’sroom,Ringthedoorbellorknockatthedoorwith“Bellservice”,reconfirmifguestcheckout.If“DND”signhangup,neverringTheBell,callbacktoconcierge.Thesupervisorwillaskforassistance.(“BellService”)B:Goodmorning/after

4、noon/,Mr.___,MayIhelpyouwithyourluggage?G:Sure.Comeingoahead.B:Mr./Ms.___,Allofyourluggagesarehere?G:Yes,Thatisright.B:Mr./Ms.___,Couldyoupleasetellmewhenareyouleaving?

5、tyourluggageattheconciergeDesk(Whentheguestdoesn’twanttogoupstairswithyou).[Say,“seeyou”]GuestinthelobbycomestoConcierge.G:I’mcheckingoutnow,wouldyoupleasecollectmyluggageinmyroom?B:Certainly,MayIhaveyouroomnumberandhowmanypiecesofluggagedoyouhave?G:5pieces.B:Ok,I’llcollectyou

6、rluggagerightnowBellboysgouptotheguest’sroomwithtrolley“Bellservice”Iftheguesthasalreadyleftroomforcheckout,andhis/herluggageisintheroom,checktheluggageintheroom,checktheluggagecarefullyandalsochecktheroomifanyitemshavebeenleftbehind.Takeluggagedowntoconciergearea.Doublecheckw

7、iththeguest.散客退房行李服务Goodmorning,Concierge,Victorisspeaking,HowmayIassistyou?“MayIhaveyourroomNo.please?”“Couldyoupleasetellmehowmanypiecesofluggagedoyouhave?”“MayIknowhowmanypiecesofluggageyouhave?”“Wewillsendonebellboytoyourroomimmediately.”“IamsorryMr.XX,allthebellboysareocc

8、upiedatthemoment,Iwillsendoneupimmediatelywhentheyareback,ple