酒店宾馆服务用语中英文版

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1、No:HK-SOP-02-05Date:2011-08-11PolicyandProcedure政策与程序GMApproval_________总经理批准DeptHeadSubmittedBy:________部门经理提交DFAVerifiedBy:_________财务行政总监确认DOApproval_________营运总监确认EveningTurn-DownService夜床服务Purpose:Standardizationoftheprocedureofprovidingeveningturndo

2、wnservice.目的：提供晚间开床服务的标准程序。Procedure:ReservedRoom(VacantSt):预定房间（空房状况）Pressthedoorbellthreetimesandcallout“Goodevening,housekeepingservice”beforeunlockingthedoorwithyourkey.按门铃三次，在用钥匙开门之前报称“晚上好，客房服务”Usethekeytagtoswitchpowerandturnonthelight.用钥匙卡开电源然后开灯。D

3、rawtheblackoutcurtainscompletely.完全地关厚好窗帘。Foldankleofduvetaccordingtostandardinstructions.Ifonlyonepersonispresent,turndownthebedbythebathroomwallnearthephone.(Removethebedspreadfromthebedifbedwithit)按指定的标准折叠被子的角。如果只要一个客人，开靠电话浴室墙边的床。（如果床是有床罩拿走）Takethebrea

4、kfastmenufromthedoorknoborthecompendium,andplaceitonthepillow.ForVIPguests,placeafreshflowerontheopenedduvet(justforVIP).从门把上拿早餐牌或文件夹里，放在枕头上，对于贵宾客人，放一只鲜花在打开的被子的角上（只针对贵宾）。Replacetheicecubesifnecessary.如需要补充冰块。Placethebathmatinfrontofthebathtub.在浴缸前放好地巾。Mak

5、eonelastcheckoftheroombeforeturningoffthelights,keepingonlyonebedsidelampon.在关灯前确保做一次最后检查，只保留床边的一盏灯。Preparedby:A/Z27-31Removethekeytag,closethedoor,andmakesurethatitislocked,thenfilloutthenturndownservicereport.拿走钥匙卡，关门，确保它是锁好的，然后填写开床服务报告。OccupiedRoom:住客房

6、：Entertheguestroom进客房Pressthedoorbellthreetimesandcallout“Goodevening,Housekeepingservice,”thenwaitfivesecondstogivetheguesttimetorespond.按门铃三次同时报称“晚上好，客房服务”，然后等五秒给客人回应。Ifthereisnoresponse,openthedoorwithyourkeyandknockonthedooragain,whilecallingout“House

7、keepingroomattendant”.如果没有客人，用你的钥匙开门同时再敲门，报称“客房部服务员”Iftheguestanswersyourknock,askiftheguestwouldlikehis/herbedturneddownnoworlater.如果客人回应你敲门，问客人是否愿意现在开他/她床或迟一点开。Iftheroomisempty,youmayentertobegintheturningdownservice.如果房间无人，你可以进入房间开始做开夜床服务。Asktheguestfo

8、rpermissiontodrawtheblackoutcurtainsandturndownthebedifhe/sheisintheroom.如果客人在房间里，问客人是否同意关窗帘和开夜床。Removeguestitemsfromthebed.从床上移走客人的物品。Turndownthebedthattheguestusedit.开客人所有过的那张床。Ifthereisbedspreadonthebedfolditacco