一、準(zhǔn)備工作

根據(jù)客人的預(yù)訂信息，提前一天確認(rèn)客人的到達(dá)時(shí)間、航班號(hào)、人數(shù)、行李數(shù)量等信息。

根據(jù)客人的需求，安排合適的車輛和司機(jī)，以及禮賓部員工的著裝和儀容儀表。

準(zhǔn)備好接機(jī)牌，上面寫明酒店的名稱和logo，以及客人的姓名或代號(hào)。

準(zhǔn)備好酒店的介紹資料、地圖、活動(dòng)指南等，以便在車上向客人提供相關(guān)信息。

與前臺(tái)部門保持聯(lián)系，了解客人的房間情況，以便及時(shí)安排入住。

提前至少半小時(shí)到達(dá)機(jī)場，根據(jù)航班信息查詢客人的到達(dá)航站樓和出口，并在出口處等候。

見到客人后，微笑致意，舉起接機(jī)牌，并主動(dòng)上前與客人打招呼，介紹自己的姓名和職務(wù)，詢問客人的姓名和稱呼。

幫助客人搬運(yùn)行李，并引導(dǎo)客人前往停車場，途中向客人介紹酒店的位置、距離、交通情況等。

在車上，為客人提供瓶裝水、紙巾、雜志等，并根據(jù)客人的興趣和需求，向客人介紹酒店的設(shè)施、服務(wù)、特色等，以及周邊的景點(diǎn)、活動(dòng)、美食等。

在抵達(dá)酒店前，與前臺(tái)部門聯(lián)系，確認(rèn)客人的房間號(hào)碼，并告知客人。

在酒店門口，協(xié)助客人下車，并將行李交給門童，然后引導(dǎo)客人進(jìn)入大堂，并向大堂經(jīng)理或前臺(tái)員工介紹客人。

如果客人已經(jīng)辦理了快速入住或在線入住，則直接帶領(lǐng)客人前往電梯，并告知客人房間所在的樓層和方向。

如果客人還沒有辦理入住，則陪同客人到前臺(tái)柜臺(tái)，并協(xié)助客人完成入住手續(xù)，同時(shí)向前臺(tái)員工說明客人的特殊要求或偏好（如果有）。

在送客人到房間之前，與房務(wù)部門聯(lián)系，確認(rèn)房間是否已經(jīng)準(zhǔn)備好，并請(qǐng)求房務(wù)員在房間內(nèi)等候。

在電梯內(nèi)或走廊上，向客人介紹酒店的其他設(shè)施和服務(wù)，如餐廳、健身房、游泳池、商務(wù)中心、會(huì)議室等，并告知客人如何使用房卡和電梯。

在房間門口，敲門并報(bào)上自己和客人的姓名，并請(qǐng)房務(wù)員開門。

進(jìn)入房間后，將行李放置在合適的位置，并請(qǐng)房務(wù)員向客人介紹房間的各項(xiàng)設(shè)施和功能，如空調(diào)、電視、迷你吧、保險(xiǎn)箱、電話等，并告知客人如何使用它們。

在房務(wù)員離開后，再次向客人確認(rèn)他們對(duì)房間是否滿意，并詢問他們是否需要其他任何幫助或服務(wù)。

如果客人有任何問題或要求，則盡力解答或滿足，如果無法立即解決，則承諾盡快處理，并告知客人處理的時(shí)間和方式。

如果客人沒有其他問題或要求，則向客人表示感謝和歡迎，并告知客人如何聯(lián)系自己或禮賓部，以及酒店的緊急電話號(hào)碼。

在離開房間之前，再次向客人致意，并祝他們?cè)诰频甓冗^愉快的時(shí)光。

英文詞匯音標(biāo)中文意思airline/?e?la?n/航空公司airport/?e?p??t/機(jī)場arrival/??ra?v?l/到達(dá)baggage/?b?ɡ?d?/行李boarding pass/?b??d?? pɑ?s/登機(jī)牌business class/?b?zn?s klɑ?s/商務(wù)艙cabin/?k?b?n/機(jī)艙captain/?k?pt?n/機(jī)長check in/t?ek ?n/辦理登機(jī)手續(xù)concierge/k?n?sj???/禮賓部員工customs/?k?st?mz/海關(guān)delay/d??le?/延誤departure/d??pɑ?t??/出發(fā)e-ticket/i? ?t?k?t/電子票emergency exit/??m??d??nsi ?eks?t/緊急出口flight attendant/fla?t ??tend?nt/空乘人員gate/ge?t/登機(jī)口luggage claim/?l?g?d? kle?m/行李提取處passport/?pɑ?sp??t/護(hù)照visa/?vi?z?/簽證

一、問候客人

Welcome to (city/country). My name is (name) and I am from (hotel name) concierge service. 歡迎來到（城市/國家）。我叫（姓名），來自（酒店名稱）的禮賓部服務(wù)。

這是一個(gè)禮貌而專業(yè)的開場白，用于向客人介紹自己和所屬的酒店。注意使用客人到達(dá)的城市或國家來表示歡迎，而不是使用自己所在的城市或國家，因?yàn)榭腿丝赡苁菑钠渌胤睫D(zhuǎn)機(jī)而來。

注意使用禮賓部服務(wù)而不是接機(jī)服務(wù)，因?yàn)槎Y賓部服務(wù)包含了接機(jī)服務(wù)以及其他更多的服務(wù)項(xiàng)目，可以給客人留下更好的印象。

How was your flight? 您的飛行情況如何？

這是一個(gè)常見而友好的提問，用于與客人建立聯(lián)系和信任，也可以了解客人是否有任何不適或疲勞的情況，以便提供相應(yīng)的幫助或建議。

注意使用過去時(shí)態(tài)，因?yàn)轱w行已經(jīng)結(jié)束，而不是使用現(xiàn)在時(shí)態(tài)或進(jìn)行時(shí)態(tài)，因?yàn)槟菚?huì)讓客人感覺還在飛行中。

Do you need any assistance with your luggage? 您需要我?guī)湍徇\(yùn)行李嗎？

這是一個(gè)禮貌而周到的提問，用于向客人表示自己愿意為他們提供行李搬運(yùn)的服務(wù)，也可以避免客人感覺被強(qiáng)迫或冒犯。

注意使用any而不是some，因?yàn)閍ny表示對(duì)數(shù)量或種類沒有限制，而some表示有一定的限制或選擇。使用any可以讓客人感覺更自由和舒適。

Please follow me to the parking lot. The car is waiting for us. 請(qǐng)跟我來到停車場。車子已經(jīng)在等我們了。

這是一個(gè)簡單而清晰的指示，用于告訴客人下一步要做什么，并給他們一種安全和可靠的感覺。

注意使用please來表示禮貌和尊重，而不是使用let’s或come on等較隨意或強(qiáng)硬的表達(dá)方式，因?yàn)槟菚?huì)讓客人感覺被命令或催促。

The hotel is about (distance) from the airport. It will take us about (time) to get there, depending on the traffic. 酒店距離機(jī)場大約（距離）。根據(jù)交通情況，我們大約需要（時(shí)間）才能到達(dá)那里。

這是一個(gè)常見而有用的信息，用于向客人介紹酒店的位置和距離，并給他們一個(gè)大致的時(shí)間預(yù)期，以便他們安排自己的計(jì)劃或休息。

注意使用depending on the traffic來表示時(shí)間可能會(huì)有變化，而不是使用if或unless等表示條件或假設(shè)的詞語，因?yàn)槟菚?huì)讓客人感覺不確定或擔(dān)心。

On the way, I will introduce you to some of the hotel’s facilities and services, as well as some of the attractions and activities around the hotel. If you have any questions, please feel free to ask me. 在路上，我會(huì)向您介紹一些酒店的設(shè)施和服務(wù)，以及酒店周邊的一些景點(diǎn)和活動(dòng)。如果您有任何問題，請(qǐng)隨時(shí)問我。

這是一個(gè)友好而專業(yè)的建議，用于向客人表示自己愿意為他們提供更多的信息和幫助，并鼓勵(lì)他們與自己進(jìn)行交流和互動(dòng)。

注意使用will而不是can或may，因?yàn)閣ill表示一種承諾或保證，而can或may表示一種可能或許可。使用will可以讓客人感覺更信任和滿意。

We have arrived at the hotel. Please wait in the car and I will get the door for you. 我們已經(jīng)到達(dá)酒店了。請(qǐng)您在車上稍等，我會(huì)為您開門。

這是一個(gè)禮貌而周到的通知，用于告訴客人已經(jīng)到達(dá)目的地，并為他們提供開門的服務(wù)，以便他們下車時(shí)更方便和舒適。

注意使用please wait而不是just wait或don’t move等較粗魯或強(qiáng)硬的表達(dá)方式，因?yàn)槟菚?huì)讓客人感覺被命令或不耐煩。

Let me introduce you to the lobby manager/front desk staff. They will help you with the check-in process. 讓我向您介紹一下大堂經(jīng)理/前臺(tái)員工。他們會(huì)幫助您辦理入住手續(xù)。

這是一個(gè)禮貌而專業(yè)的介紹，用于向客人介紹酒店的其他工作人員，并為他們提供入住的服務(wù)，以便他們更快和更順利地完成入住。

注意使用let me而不是I will或I can等較自我或不確定的表達(dá)方式，因?yàn)閘et me表示一種請(qǐng)求或建議，而I will或I can表示一種意愿或能力。使用let me可以讓客人感覺更尊重和接受。

This is your room. I hope you like it. If you need anything, please dial (number) to reach the concierge service. 這是您的房間。希望您喜歡。如果您需要任何東西，請(qǐng)撥打（號(hào)碼）聯(lián)系禮賓部服務(wù)。

這是一個(gè)友好而周到的告別，用于向客人展示他們的房間，并為他們提供聯(lián)系方式，以便他們?cè)谛枰獣r(shí)可以得到幫助或服務(wù)。

注意使用hope而不是wish或think等較主觀或不確定的表達(dá)方式，因?yàn)閔ope表示一種期望或祝福，而wish或think表示一種愿望或看法。使用hope可以讓客人感覺更溫馨和感激。

C: Concierge staff

G: Guest

C: Welcome to Hainan, Mr. Smith. My name is Lingling and I am from the Miros Sanya Resort and Spa concierge service. I am here to pick you up and take you to the hotel. (Holds up a sign with the guest’s name and the hotel logo)

G: Thank you, Lingling. It’s very nice to meet you.

C: How was your flight? I hope you had a smooth journey.

G: It was fine, thank you. A bit long, but not too bad.

C: I’m glad to hear that. Do you need any assistance with your luggage?

G: Yes, please. I have two suitcases and a backpack.

C: No problem. Let me help you with that. (Helps the guest carry his luggage to a trolley) Please follow me to the parking lot. The car is waiting for us.

G: OK, thank you.

C: The hotel is about 40 kilometers from the airport. It will take us about an hour to get there, depending on the traffic.

G: I see. Is it far from the beach?

C: No, not at all. The hotel is located on Yalong Bay, which is one of the most beautiful beaches in Hainan. You can enjoy the stunning views of the sea and the mountains from your room.

G: That sounds wonderful.

C: On the way, I will introduce you to some of the hotel’s facilities and services, as well as some of the attractions and activities around the hotel. If you have any questions, please feel free to ask me.

G: Sure, thank you.

C: So, Mr. Smith, where are you from?

G: I’m from London, England.

C: Oh, London. I’ve always wanted to visit London. What do you do there?

G: I’m a journalist. I work for a travel magazine.

C: Really? That’s very interesting. So you travel a lot for your work?

G: Yes, I do. I’ve been to many places around the world, but this is my first time in Hainan.

C: Well, I hope you enjoy your stay here. Hainan is a very beautiful and diverse island. There are many things to see and do here.

G: What do you recommend?

C: Well, besides relaxing on the beach or swimming in the pool, you can also try some water sports, such as surfing, sailing, or diving. There are also some cultural and historical sites, such as temples, museums, and villages. And of course, you can’t miss the local cuisine, which is very delicious and spicy.

G: That sounds great. How long are you staying in Hainan?

C: I’m staying for a week.

C: That’s a good amount of time. You can explore different parts of the island and experience different aspects of its culture and nature.

G: Yes, that’s what I plan to do.

C: We have arrived at the hotel. Please wait in the car and I will get the door for you. (Gets out of the car and opens the door for the guest)

G: Thank you.

C: Let me help you with your luggage again. (Takes the luggage from the trolley and puts it in another car) This car will take your luggage to your room directly. You don’t need to worry about it.

G: OK, thank you very much.

C: Please follow me to the lobby. They will help you with the check-in process.

C: 歡迎來到海南，史密斯先生。我叫李，來自三亞米羅度假酒店的禮賓部服務(wù)。我來接您去酒店。（舉著一個(gè)寫有客人姓名和酒店logo的牌子）

G: 謝謝你，李。很高興認(rèn)識(shí)你。

C: 您的飛行情況如何？希望您有一段順利的旅程。

G: 還不錯(cuò)，謝謝你。有點(diǎn)長，但還可以。

C: 很高興聽到這個(gè)。您需要我?guī)湍徇\(yùn)行李嗎？

G: 是的，請(qǐng)。我有兩個(gè)行李箱和一個(gè)背包。

C: 沒問題。讓我?guī)湍靡幌?。（幫客人把行李放到一個(gè)手推車上）請(qǐng)跟我來到停車場。車子已經(jīng)在等我們了。

G: 好的，謝謝你。

C: 酒店距離機(jī)場大約40公里。根據(jù)交通情況，我們大約需要一個(gè)小時(shí)才能到達(dá)那里。

G: 我明白了。離海灘遠(yuǎn)嗎？

C: 不，一點(diǎn)也不。酒店位于亞龍灣，這是海南最美麗的海灘之一。您可以從您的房間欣賞到海洋和山脈的壯麗景色。

G: 那聽起來很棒。

C: 在路上，我會(huì)向您介紹一些酒店的設(shè)施和服務(wù)，以及酒店周邊的一些景點(diǎn)和活動(dòng)。如果您有任何問題，請(qǐng)隨時(shí)問我。

G: 好的，謝謝你。

C: 那么，史密斯先生，您來自哪里？

G: 我來自英國倫敦。

C: 哦，倫敦。我一直想去倫敦看看。你在那里做什么？

G: 我是一名記者。我為一本旅游雜志工作。

C: 真的嗎？那很有趣。那你為了工作經(jīng)常旅行嗎？

G: 是的，我經(jīng)常旅行。我去過世界上很多地方，但這是我第一次來海南。

C: 好吧，希望您喜歡這里。海南是一個(gè)非常美麗和多樣化的島嶼。這里有很多值得看和做的事情。

G: 你有什么推薦嗎？

C: 嗯，除了在沙灘上放松或在游泳池里游泳外，您還可以嘗試一些水上運(yùn)動(dòng)，比如沖浪、帆船或潛水。還有一些文化和歷史景點(diǎn)，比如寺廟、博物館和村莊。當(dāng)然，您也不能錯(cuò)過當(dāng)?shù)氐拿朗?，非常美味和辣?/span>

G: 那聽起來很棒。你在海南玩多久？

C: 我玩一個(gè)星期。

G: 那是一個(gè)很好的時(shí)間。你可以探索島上的不同地方，體驗(yàn)它的不同文化和自然。

C: 是的，這就是我的計(jì)劃。

C: 我們已經(jīng)到達(dá)酒店了。請(qǐng)您在車上稍等，我會(huì)為您開門。（下車并為客人開門）

G: 謝謝你。

C: 讓我再幫您拿一下行李。（從手推車上取下行李，放到另一輛車上）這輛車會(huì)直接把您的行李送到您的房間。您不用擔(dān)心它。

G: 好的，非常感謝你。

C: 請(qǐng)跟我來到大堂。他們會(huì)幫助您辦理入住手續(xù)。

Which of the following is a polite and professional way to introduce yourself to the guest at the airport?

A) Hi, I’m from the hotel. Come with me.

B) Hello, this is (name) from (hotel name) concierge service. I am here to pick you up and take you to the hotel.

C) Hey, what’s up? I work for the hotel. Let’s go.

D) Greetings, my name is (name) and I work at (hotel name). You are lucky to have me as your driver.

Explanation: B is the correct answer because it uses a friendly and respectful tone, introduces your name and your hotel, and explains your purpose. A is too brief and informal, C is too casual and slangy, and D is too arrogant and rude.

Which of the following is a common and friendly question to ask the guest about their flight?

A) How was your flight?

B) How much did you pay for your flight?

C) How many times did you fly before?

D) How do you feel about flying?

Explanation: A is the correct answer because it is a simple and polite way to inquire about the guest’s flight experience and show your concern. B is too personal and inappropriate, C is too irrelevant and boring, and D is too vague and subjective.

Which of the following is a useful and clear instruction to tell the guest where to go after getting their luggage?

A) Please follow me to the parking lot. The car is waiting for us.

B) Just wait here. I’ll get the car for you.

C) Come on, let’s go. The car is over there.

D) Don’t move. I’ll be right back with the car.

Explanation: A is the correct answer because it uses please to show politeness and respect, follow me to show direction and guidance, and the car is waiting for us to show security and reliability. B is too informal and dismissive, C is too casual and impatient, and D is too rude and commanding.

Which of the following is a common and useful information to tell the guest about the hotel’s location and distance from the airport?

A) The hotel is about (distance) from the airport. It will take us about (time) to get there, depending on the traffic.

B) The hotel is very far from the airport. We have to drive for a long time, if there is no traffic jam.

C) The hotel is very close to the airport. We will be there in no time, unless there is an accident.

D) The hotel is somewhere between the airport and the city. I don’t know how long it will take us to get there, because I don’t know the traffic situation.

Explanation: A is the correct answer because it gives a specific and accurate information about the hotel’s location and distance, and gives a reasonable and flexible time estimate based on the traffic condition. B is too vague and negative, C is too optimistic and risky, and D is too uncertain and unprofessional.

Which of the following is a friendly and professional way to say goodbye to the guest after showing them their room?

A) This is your room. I hope you like it. If you need anything, please dial (number) to reach the concierge service.

B) This is your room. It’s not bad, right? If you want something, just call me at (number).

C) This is your room. It’s very nice, isn’t it? If you have any problems, you can call (number) for help.

D) This is your room. It’s OK, I guess. If you don’t like anything, you can complain at (number).

Answer: A