酒店前厅部常见宾客100问

前厅部常见宾客100问FrontOfficeFrequentAskingQuestion前言Preface这本小册子是酒店前厅部培训的结晶。ThisbookletistheresultoftheFrontOfficeTraining.前厅部的主管、经理根据以往的经验汇总了客人常问话题的分析，汇总整理出100个问题，内容囊括了从酒店设施设备及至上海风土人情等各个方面。本册中英文对照，因此也是一本实用的英语手册，有助于提高员工的外语水平和待客交流能力。WiththepainstakingAnalysisofthefrequentguestaskingquestionaccordingtoFOexperiencedteamselects100questions,includingdifferentshadefromhotelfacilitiestotheTourismAttractionsinShanghai这里需要指出的是宾客的提问并没有一个固定的模式，其范围可以说是没有任何限制，随着时间的推移，100个常见客问中有些会逐渐淡去，另有更新取而代之。这是为什么本册最后10问留白的原因，酒店会将最新收集到的客问通过各种沟通渠道告诉大家，员工自己也可以将自己在平时工作中遇见的常见客问摘录于此。Itshouldbepointedoutthattheguest’squestionneverhasapattern.There’snolimitinthescale.Withthetimesgoon,someFAQmaydisappear,replacedbytheup-to-dateones.ThatiswhythebookletreservessomepageswherecanbestuffedbytheFAQofyourversion.Thestaffwillbeinformedaboutthenewlyselectedquestionsthrougheverycommunicationschannels.ThestaffthemselvescanalsorecordtheFAQencounteredintheworktime.希望大家能在工作中充分发扬殷勤好客的精神，关心重视我们的宾客，为其解决所面临的疑难。因为这是酒店业的内涵，也是各位员工寻求职业前途的要旨。MayeveryonecarryforwardthespiritofhospitalityandCANDOService,careforourguestsandsolvetheproblemtheyarefacing.It’snotonlytheconnotationofthehospitalityindustry,butalsothekeytofindingtheprofessionalfutureofallthestaff.如有建议或疑问，欢迎各位员工随时与酒店前厅部联络。Ifthereareanycommentsorquestions,welcometoconnecttheFrontOfficeDepartment.一、酒店到首都国际机场的距离？DistancefromthehoteltoBeijingInternationalAirport.酒店首都机场50公里。It’s50kmawaytoBeijingInternationalAirport.二、从酒店到首都国际机场坐TAXI需多少钱，多久才能到达？HowmuchdoesittakefromthehoteltoBeijingInternationalAirportbytaxi?AndHowlongtoarrive?交通正常的话，TAXI至首都国际机场需55分钟，110元左右。Ifthetrafficisnormal,Itwilltake55mintoBeijingInternationalAirportbytaxi,about110yuan.三、哪儿能租车？Wherecantheyrentcars?巴士联谊租赁有限公司，张杨路871号，电话58357978。TheAutobusUnionrentingLimitedCompany,Num871,ZhangyangRoad.四、酒店内有寄存行李的服务吗？Doeshotelofferserviceofleavingoffluggage?酒店礼宾部提供此项服务TheConciergeinthehoteloffersthisservice.五、酒店内哪个部门提供邮寄明信片服务？Whichdepartmentinthehotelofferstheserviceofpostingthepostcard?酒店礼宾部提供此项服务/TheConciergeinthehoteloffersthisservice.六、酒店内哪个部门提供住客北京一日游？Whichdepartmentinthehotelofferstheguestsone-daytourinBeijing?酒店礼宾部提供此项服务/TheConciergeinthehoteloffersthisservice.七、哪儿有卖小纪念品的商店？Whereistheshopforsouvenir?酒店小卖部（KIOSK）提供此项服务；豫园有上海最大的小商品批发市场；亚新生活广场、家乐福等大型购物中心也可满足宾客的需求，且交通方便。TheKIOSKinthehoteloffersthisservice;ThereisthelargestsouvenirmarketofShanghaiinYuyuanGarden;AndtheshoppingmallinPudongsuchasMM21,Carrfourcanalsomeettheneedsoftheguests,andthetrafficisveryconvenient.八、ATM机在酒店的哪个区域？WhereistheATMinthehotel?ATM机即银行自动取款机，位于酒店大堂。ATM,theAutomaticTellerMachineislocatedinthelobby.九、酒店何部门提供兑换零钱服务？Whichdepartmentofferstheserviceofsmallchange?酒店前台提供此项服务TheFrontDeskoffersthisservice.十、酒店何部门提供留言服务？WhichdepartmentoffersMessageservice?总机、前台都可提供此项服务TheOperatorandtheFrontDeskofferthisservice.十一、加入优先俱乐部有何好处？What’sthebenefitofattendingPC?优先俱乐部/PriorityClub会员可以凭积分（1美元等同10分，仅算房费）换取免费酒店免费房间、航空公司免费里程及其他精选礼品。ThemembersofthePriorityClubenjoytheroominthehotelfreeofchargeaccordingtotheirpoints(1$equals10scoresjustforhousecharge),themileageoftheairlinecompanyfreeofchargeandotherselectedgifts.l享受客房门市价9折/10%DiscountonRackRate;l免费报纸：上海日报或新闻晨报/FreeNewspaper:ShanghaiDailyorMorningPostl快速入住登记或结帐离店/ExpressCheck-In&ExpressCheck-Outl优先客房升级/Roomupgrade(Subjecttoavailability,exceptsuiteandexecutivefloor)l最迟至下午2时30分结帐时间/LateCheck-Outtill14:30(Subjecttoavailability)l免费欢迎饮料/FreeWelcomedrinkl商务中心部分服务项目8折优惠/20%Discountonselectedbusinesscenterservice(onguestrequest)十二、Check-out时是否可使用与Check-in时不同的信用卡？WhetherornotcantheguestsusedifferentcreditcardsfromtheoneuponCheck-in?可以/Yes,theycan.十三、上海地区共有几家洲际酒店集团管理的酒店？HowmanyhotelsarethereinShanghaiadministratedbyInterContinentalHotelGroup上海地区共有5家洲际酒店集团管理的酒店，他们分别是：Thereare4hotelsinShanghaiadministratedbyInterContinental.HOTEL/酒店地址/ADDRESS电话/TEL上海浦东假日酒店/HolidayInnPudong,Shanghai东方路899号Num.899,DongFangRoad58306666上海银星皇冠假日酒店/CrownePlazaShanghai番禺路400号Num.400,FanYuRoad62808888上海新亚洲际大酒店/Inter-ContinentalShanghai张杨路777号Num.777,ZhangYangRoad58318888上海广场长城假日酒店/HolidayInnDowntown恒丰路585号Num.585,HengFengRoad63538008十四、Check-in和Check-out的时间？What’sthetimeforCheck-inandCheck-out?Check-in的意思是入住登记，Check-out指结帐离店。一般来说，中午12:00以后办理Check-in，下午2:00之前办理Check-out，具体情况会根据营业情况作调整，详情请洽酒店总台，分机号码1。Check-in:reportingone’sarrival,asatahoteldesk;Check-out:leavingahotelafterpayingthebill.Generally,Check-inisnottransacteduntil12a.m.Check-outistransactedin2p.m.Itwillbeadjustedaccordingtothebusinesssituation,PleaseconnecttheFrontDeskonext.1.fordetails.十五、酒店何部门可提供兑换外币服务？Whichdepartmentofferstheserviceofexchangingtheforeigncurrency?酒店前台可提供此项服务/TheFrontDeskinthehoteloffersthisservice.十六、可否使用信用卡做CASHPAIDOUT？WhetherornotcantheguestsuscreditcardstoCASHPAIDOUT?CASHPAIDOUT是指信用卡提现付帐。宾客可通过酒店大堂的ATM机提取现金或是使用国际信用卡在前台做（有限额规定），使用者在提款时需按提示输入密码。TheguestscandrawthecashfromATMinthelobbyorpaidoutattheFrontDeskbyInternationalCreditcard(withlimitedamount).TheusershouldenterPinNumberupontheinstructiongivenbythemachine.十七、酒店何部门提供礼品包装服务？Whichdepartmentofferstheserviceofpackingthepresents?KIOSK可提供此项服务。KIOSKoffersthisservice.十八、酒店大堂厕所在