前厅部英文培训.docVIP

Front Desk English Training 前厅部英文培训 Professional Words in Opera Opera常用术语解释 Register 入住登记，办理手续 登记内容包括客人姓名，生日，国籍，证件号码，签发机关，有效期，入境口岸，联络方式 和客人核对房价信息，房号，房型 所涉及到的英文单词有： Guest name, birthday, nationality, ID NO. (Identification Number), passport, issue, valid time, entrance port (harbor), communication, room rate/price/charge, room type, room number, floor, reservation Skipper 故意逃账者，无行李或少行李的人，使用假支票或者假信用卡的人 在账目中通常会造成押金不足 涉及到的英文单词有： High balance, the deposit is not sufficient Upgrade 升级，用于房间紧张时给有预定的客人，或者提高客人的接待规格 涉及到的英文有： Free upgrade, benefit Early arrived 在预定日期前到店的客人 Connecting Room 连通房 涉及到的英文有： G：I have someone to take care of, can you arrange a connecting room for me? Room Move 换房，通常是客人房间内设施有问题，客人有投诉 涉及到的英文有： G：There are some problem with the air condition, it won’t be hot/the temperature is too high, I can not fall to sleep. S: I will send our butler贴身管家/engineer staff工程人员 to your room to check. I will change a room for you . 7. House Use 酒店人员用房 8. Complimentary 免费房，持免费房券入住者 Profile 客史资料，客人的信息以及其入住的记录 涉及到的英文： History, stay information, last stay sleep out/discrepancy 外宿 办理入住登记了，实际却没有在酒店入住Walk-in 事先无预定前来入住的散客 Commercial Rate/Corporate Rate 公司协议价 涉及到的英文： Discount, cheap G: Can you give me a cheaper price? S: Sir, this is a commercial rate, is has already have some discount. If you book 6 days earlier, you can have 90 percent discount Pressing 给有预定的客人预先分房 涉及到的英文： G：sir, we have already press/arrange the room for you , they are on the same floor. As now is just twelve o’clock and all our rooms are occupied yesterday, your room is still cleaning now, can you wait in our club on the 19th floor, have a rest, the staff there will notice you if the room is clean. Net Rate 除去服务费的净收入 涉及到的英文： Service rate G: Does this price including the service rate? S: Yes, it includes, it also contain two breakfast. Day Use 半天房，早六点到晚六点的房间，超过此时间要收全天房费. S: Sir, right now we have to charge you the price of the whole day. Average Room Rate 平均房价 Guaranteed Booking 担保订房，客人即使不来入住也要收取房费 涉及