礼宾英语 | 迎接客人并赠送欢迎品

服务流程

一、准备工作

确保穿着整洁，佩戴工作证，戴上手套和帽子。

检查大堂的卫生和秩序，清理杂物，摆放花卉，调整灯光和音乐。

检查行李车的数量和状态，保持清洁和完好。

检查门口的交通情况，避免拥堵和混乱。

与前台和其他部门保持良好的沟通，了解客人的预订情况和特殊需求。

准备好当地特色的欢迎小礼品（部分酒店不提供）。

二、迎接客人

当看到客人驶入酒店时，立即走到车边，微笑致意，并用礼貌的语言问候客人，如“Good morning, welcome to our hotel.”（早上好，欢迎光临我们酒店。）

为客人开车门，并帮助他们下车。如果有老人或者小孩，要特别关照。

询问客人是否需要帮助搬运行李，并根据客人的回答采取相应的行动。如果客人需要帮助，要小心地将行李从车上取下，并放到行李车上。如果客人不需要帮助，要尊重客人的意愿，并告知客人可以随时找到自己或者同事。

三、引领客人

将行李车推到大堂，并将其停放在合适的位置。不要阻挡其他客人或者员工的通道。

引导客人到前台办理入住手续，并介绍前台的员工，如“This is Cindy, she will help you with the check-in process.”（这是辛迪，她会帮助您办理入住手续。）

如果前台有排队等候的情况，要向客人道歉，并请他们稍等片刻。同时，要提供一些饮料或者小吃给客人，并向他们介绍酒店的设施和服务。

Part 1. 基础词汇

英文词汇音标中文意思

Doorman/ˈdɔːrmæn/门童

Bellman/ˈbelmæn/行李生

Concierge/ˌkɒn.siˈeəʒ/礼宾

Luggage/ˈlʌɡ.ɪdʒ/行李

Luggage rack/ˈlʌɡ.ɪdʒ ræk/行李架

Luggage depository/ˈlʌɡ.ɪdʒ dɪˈpɒz.ɪ.tər.i/行李存放处

Luggage trolley/ˈlʌɡ.ɪdʒ ˈtrɒl.i/行李车

Driver/ˈdraɪ.vər/司机

Elevator/ˈel.ɪ.veɪ.tər/电梯

Toilet/ˈtɔɪ.lət/洗手间

Airport/ˈeə.pɔːt/机场

Taxi/ˈtæk.si/出租车

Metro station/ˈmet.rəʊ ˌsteɪ.ʃən /地铁站

Museum/mjuːˈziː.əm /博物馆

Rental car/ˈren.təl kɑːr /租车

Rental bike/ˈren.təl baɪk /租自行车

Rental scooter/ˈren.təl ˈskuː.tər /租电动车

umbrellaʌmˈbrel.ə /雨伞

Part 2. 关键句型

一、问候客人

Good morning/afternoon/evening, welcome to our hotel.早上/下午/晚上好，欢迎来到我们酒店。

Good morning, welcome to Hilton Hotel. 早上好，欢迎来到希尔顿酒店。

Good afternoon, welcome to Marriott Hotel. 下午好，欢迎来到万豪酒店。

Good evening, welcome to Sheraton Hotel. 晚上好，欢迎来到喜来登酒店。

这是一个礼貌地向客人表示欢迎的句型，可以用来展示酒店的热情和专业。

这个句型可以根据不同的时间段和酒店的名称进行变化，例如：

I’m the concierge, how may I help you?我是礼宾员，有什么可以帮您的吗？

I’m the concierge, do you need any information or advice? 我是礼宾员，您需要什么信息或者建议吗？

I’m the concierge, do you need any assistance with your luggage? 我是礼宾员，您需要我帮您拿行李吗？

I’m the concierge, do you need any arrangements for your transportation? 我是礼宾员，您需要我为您安排交通吗？

这是一个向客人提供帮助的句型，可以用来了解客人的需求和问题。

这个句型可以根据不同的情况进行变化，例如：

We are delighted to have you as our guest, and we would like to offer you this welcome gift as a token of our appreciation.我们很高兴您成为我们的客人，我们送您这份欢迎礼物，以表达我们的感激之情。

二、引导客人

Please follow me, I’ll show you to the reception.请跟我来，我带您到前台。

Please follow me, I’ll show you to your room. 请跟我来，我带您到您的房间。

这是一个引导客人到前台的句型。这个句型可以根据不同的情况型进行变化，例如：

The reception desk is over there, please go ahead and check in.前台在那边，请您先过去办理入住手续。

The reception desk is on the right, please go ahead and check in. 前台在右边，请您先过去办理入住手续。

The reception desk is on the second floor, please take the elevator and check in. 前台在二楼，请您乘坐电梯上去办理入住手续。

The reception desk is very busy right now, please wait for a moment and check in. 前台现在很忙，请您稍等一会儿再办理入住手续。

这是一个引导客人到前台的句型，可以用来说明酒店的流程和规则。

这个句型可以根据不同的情况进行变化，例如：

Part 3. 情景对话

Concierge:Good morning, welcome to Hainan Paradise Hotel.

Guest:Thank you, it’s a beautiful place.

Concierge:We are delighted to have you as our guest, and we would like to offer you this welcome gift as a token of our appreciation.

Guest:Oh, what is it?

Concierge:It’s a necklace made of coconut shells, carved with our hotel’s logo. It’s a traditional craft of Hainan, and it represents good luck and happiness.

Guest:That’s very nice of you, thank you very much.

Concierge:You’re very welcome. Please allow me to put it on for you.

Concierge:Do you need any assistance with your luggage?

Guest:Yes, please. That would be great.

Concierge:How many pieces do you have?

Guest:I have two suitcases and a backpack.

Concierge:OK, no problem. I’ll take them to the luggage trolley for you.

Guest:Thank you very much.

Concierge:You’re welcome. Please follow me to the reception desk. By the way, may I ask where are you from?

Guest:I’m from Norway.

Concierge:Oh, I see. How do you like Hainan so far?

Guest:I love it. It’s so warm and sunny here.

Concierge:I’m glad to hear that. How long are you staying here?

Guest:I’m staying for a week.

Concierge:That’s wonderful. There are many attractions and activities to enjoy here. You can visit the beach, the tropical forest, the volcano park, and so on.

Concierge:Here we are, this is the reception desk. Please check in with Leo Wang, he will help you with the process. I’ll send your lugagge to your room later.

Guest:OK, thank you very much.

Concierge:The reception desk is over there, please go ahead and check in.

Concierge:早上好，欢迎来到海南乐园酒店。

Guest:谢谢，这里很美。

Concierge:我们很高兴您成为我们的客人，我们想送您这份欢迎礼物，以表达我们的感激之情。

Guest:哦，这是什么？

Concierge:这是一个用椰子壳做的项链，上面雕刻了我们酒店的标志。这是海南的传统工艺，它代表着好运和幸福。

Guest:你们太好了，非常感谢。

Concierge:不客气。我帮您戴上它。

Guest:好的。

Concierge:您需要我帮您拿行李吗？

Guest:是的，请帮忙。那太好了。

Concierge:您有几件行李？

Guest:我有两个行李箱和一个背包。

Concierge:好的，没问题。我会把它们放到行李车上给您。

Guest:非常感谢。

Concierge:不客气。请跟我来到前台。顺便问一下，您是从哪里来的？

Guest:我来自挪威。

Concierge:哦，我明白了。您对海南的印象如何？

Guest:我很喜欢。这里很温暖和阳光。

Concierge:我很高兴听到这个。您打算在这里住多久？

Guest:我打算住一周。

Concierge:太棒了，这里有很多景点和活动可以享受。您可以去海滩，热带森林，火山公园等等。

Concierge:我们到了，这是前台。请您先办理入住手续，我们一会帮您把行李送到房间。

Guest:好的，非常感谢。

Part 4. 课堂练习

Which of the following sentences is used to greet the guest and offer a welcome gift?

A. We are delighted to have you as our guest, and we would like to offer you this welcome gift as a token of our appreciation.

B. We are sorry, but we don’t have any other rooms available at the moment.

C. We have a room available for you with a balcony.

D. This is your room key, please keep it with you at all times.

Which of the following sentences is used to help the guest with their luggage?

A. Do you need any assistance with your luggage?

B. Do you need any information or advice?

C. Do you need any arrangements for your transportation?

D. Do you need any other services or facilities?

Which of the following sentences is used to guide the guest to their room?

A. Please follow me, I’ll show you to your room.

B. Please follow me, I’ll show you to the elevator.

C. Please follow me, I’ll show you to the restaurant.

D. Please follow me, I’ll show you to the gym.

Which of the following sentences is used to introduce the air conditioning in the room?

A. This is the air conditioning switch, you can adjust the temperature according to your preference.

B. This is the air conditioning filter, you can change it if it gets dirty or dusty.

C. This is the air conditioning vent, you can open or close it according to your preference.

D. This is the air conditioning manual, you can read it if you have any questions or problems.

Which of the following sentences is used to ask the guest about their origin and travel plans?

A. By the way, may I ask where are you from?

B. By the way, may I ask what are you doing here?

C. By the way, may I ask how do you know our hotel?

D. By the way, may I ask who are you traveling with?