房务中心常用标准电话用语（中英文）

发布时间：2012-11-16 15:25:48 来源：文档文库

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房务中心（总机）常用标准电话用语

序号	使用场景	标准用语（中文）	标准用语（英文）	说明
1	总机接听外线	您好，*****酒店。	Good morning/afternoon/evening, ************ Hotel.
2	总机接听内线	您好，总机。	Good morning/afternoon/evening, Operator.	如果3秒之内对方无反应，则应接着说：“请问有什么可以帮到你？May I help you?”
3	房务中心接听电话（内线）	您好，房务中心。	Good morning/afternoon/evening, Housekeeping.	如果3秒之内对方无反应，则应接着说：“请问有什么可以帮到你？May I help you?”
4	总机接到内线客人要转接电话	好的，请稍等，马上为你转接。	OK, hold on please, I put through for you right now.	或者是外线客人也可以直接转接的电话。
5	客人要求找某部门时	请问您找哪位？	Who are you want to speak?	总机和房务中心都可能接到类似电话。
6	客人有服务需求时	请问您的房号是多少？麻烦告诉我您的房号好吗？	May I know your room number? Would you like to tell me your room number?
7	与客人确认叫醒服务时间	好的，****房间明天早上7：30叫醒，对吗？请问还有其它需要帮忙的吗？	OK, the room **** have a morning call at tomorrow morning 7:30, isn’t it? Is there anything else?	注意时间读法为：点分。最后结束时说“祝您晚安！Good night!”
8	客人电话反应房间设施有故障时	很抱歉**先/小姐，你稍等，我马上通知服务员来给你您查看一下好吗？	I’m sorry sir, wait a minute please, I ask the room attendant to your room soon.
9	客人提出租借物品或增加物品	好的，请稍等，马上给您送过来，谢谢您的来电。	OK, just a moment please, we take it to you right now, thank you for your calling.
10	房务中心电话询问客人是否需要打扫卫生	**先生下午好，请问现在方便为你打扫房间吗？	Good morning/afternoon/evening, how it is convenient to clean your room now?	如果客人说暂时不需要，则应说：“您需要的时候，随时通知我们好吗？If you need to clean, just let us know all the time.”；“对不起，打扰您了。I am sorry to disturb you!”
11	房务中心询问客人是否需要洗衣	**先生上午好，请问您今天有衣物需要洗吗？	Good morning Mr. /Ms. , have you anything to the laundry today?	如果客人说没有，则应说“对不起，打扰您了。I am sorry to disturb you!”。如果客人有的话，则说：“麻烦您把要洗的衣物装在洗衣袋里，并填写洗衣单，我们马上来收取。You’d better fill the laundry list, and we take it right away.”。
12	叫醒	先生/小姐早上好，现在是点**分，这是您的叫醒服务，祝您愉快！	Good morning Mr. /Ms. , it’s 7:00 o’clock now, this is your wake-up service, have a good day! （Today is hot, be care of sunburn! Today is raining, take umbrella please! Today is cool, it is comfortable for a walk.）	视情况还可以增加以下温馨提醒：“今天天气较热，外出注意防晒。”“今天是个雨天，外出注意带上雨伞。”“今天是个凉爽的天气，适合外出活动。”
13	客人要求临时叫醒时	请问在您休息期间，如果有外线找您，需要接进来吗？	If have an outside call for you when you are rest, which is put through for you?
14	客人电话信号不好时	对不起，可能是电话信号不好，麻烦您换部电话或位置重新打过来好吗？	What a pity! Maybe the telephone signal is wrong, you’d better dial again change a call or place.
15	电话转接占线时	对不起，电话无人接听/占线，请问您是需要留言还是稍后再拨打？	I am sorry, the number is busy/ no answer, would you have a message or dial later?
16	客人需要开门或核对资料	您稍等，我帮您把电话转到前台核对一下好吗？	Hold on please, I put you through to the front desk to confirm.
17	客人需要开门时	对不起，您的房间已经超过了您登记的时间，麻烦您先到前台办下续住手续好吗？	I am sorry, your room is pass beyond the check out time, you have to extend your stay with us to the front desk. Thank you for you cooperation.
18	房务中心与客人核对身份	请问您贵姓？麻烦您报一下您登记时的证件号码好吗？	May I know your name and the number of your identity document?
19	客人的身份与登记不符时	对不起先生，您报的号码与我们登记的房主身份不符，麻烦您让房主给我们前台打个电话好吗？我们需要与他确认能否给您开门，请您谅解！	I am sorry sir, the number your provide is different with that of the room owner, so you have to ask the room owner call our front desk and allow us to open the door for you. Thank you for your cooperation.
20	客人反映房间未清洁	很抱歉**先生，我们马上安排服务员来给您打扫，您看方便吗？	I am sorry sir, is it convenient to clean right now?
21	客人投诉	您说的情况我已经记录下来了，我马上反应给我们大堂经理，让他来答复您，好吗？	I recorded the words you had said, I will report all this to the assistant manager, then she will reply you. Do you think such is nice?
22	请DND房间的客人开门	**先生您好，您要的水果刀已经送到房门口了，麻烦您开下门好吗？	Excuse me Mr. **, the fruit knife you asked was send to the outside of your room, for your “Do not disturb” light on, the room attendant do not knock the door, would you open the door?	如果客人询问怎么没听见敲门的声音时，可以解释说：“服务员在您门口发现您亮有‘请勿打扰’灯，怕打扰到您，所以没敲门”。