酒店英语培训教材27

Part 4 Tour Group Service 团体服务团体服务与个人服务略有不同,团体服务的对象是多数人.在有团体入住的时候,酒店接待员应该根

Part 4 Tour Group Service 团体服务

团体服务与个人服务略有不同,团体服务的对象是多数人.在有团体入住的时候,酒店接待员应该根据订房资料安排房间,并且向领队索取一份详细正确的团体名单,迅速研究整理,并迅速分发至酒店的各相关部门。团体服务中最主要的工作技巧是对旅游团体的接待和服务。尽量做到细致，必要时，为旅游制作团体活动安排明细表，包括叫醒时间、用餐种类及时间、餐券、出入的时间等等，并且向旅游团详细说明注意事项。

C = Clerk 酒店员 T = Tour Leader 旅游团领队

(1)Tour group cheek-in 旅游团的入住手续

C: Good morning. Who is your Tour Leader?

早上好，请问贵团的领队是？

T: That’s me.

是我。

C: How do you do? My name is Mary of the front desk. Welcome to our hotel. I’d like to reconfirm the schedule for the period of your stay.

您好，我是前台职员玛丽，欢迎光临本店，我想确认一下你们停留的时间安排。

T: I see.

哦。

C: Is there any change in the number of your group?

贵团人数有无改变？

T: No.

没有。

C: Your check – out time is at 8:00 tomorrow morning. Has there been any change in your schedule?

你们明早8点结账，贵团时间表有任何变动吗？

T: Yes. We’d like to change our check – out time to 9:30 am.

有，我们把结账时间改成早上9点半。

C: 9:30 am. Certainly, sir. We will arrange a morning call at 7:00 am. Will that be fine?

早上9点半，好的。早上7点我们会安排叫醒电话，这样好吗？

T: That’s fine.

好的。

C: Could you place your bags in front of your room door by 8:30 am? The bellman will pick them up. Will there be anything else?

请在早上8点半以前把行李放在房门口好吗？服务员会收取，还有什么事情吗？

T: No, That’s all.

没有了。

C: If there is any change, could you notify the Front Desk, please? Please enjoy your stay.

若有任何变动，请通知前台好吗？祝您在本店住得开心愉快。