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二

Receiving Walk-in Guests

Greeting the guest.

5

Asking the guest whether he/she has a reservation and how long he/she would stay.

10

Asking the guest what types of room he/she would like.

10

Telling the guest the daily room rate.

10

Helping the guest to fill in the registration form.

10

Telling the guest the room number and showing the key.

10

Asking the guest the way of payment.

5

Checking in Guests with Reservation

Greeting the guest.

5

Confirming the reservation with the guest

20

Telling the guest the daily room rate includes breakfast.

10

Asking the guest to show his/her passport and helping him/her to fill in the registration form.

20

Wishing the guest to have good stay.

5

Showing the Guests to His/Her Room

Greeting the Guests.

5 

Offering to help the guest with the luggage

10

Asking the guest his/her room number and show him/her the way.

10

Asking the guest to go into the room.

10

Telling the guest about the room facilities.

25

Extending the Stay

Greeting the Guests.

5

Asking the guest his/her name and room number.

10

Asking the guest to wait a moment and you have  to check the record.

10

Asking the guest to rewrite the departure date in the registration form.

20

Asking the guest to pay some more deposit.

15

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三

Bellman Service

Greeting the guest.

5

Offering to help the guest with the baggage.

10

Asking the guest his/her room number.

10

Telling the guest which floor his/her room is on.

10

Asking the guest to take the lift and showing the way.

10

Telling the guest he/she can send E-mail in Business Center.

10

Wishing the guest to enjoy stay.

5

Helping the Guests with Their Luggage

Greeting the guests.

5

Asking the guests how many pieces of baggage they have.

10

Asking the guest about their room number.

10

Telling the guest which floor their room is on.

10

Asking the guest to take the lift and showing the way.

10

Explaining how to use certain room facilities.

5

Ticket Booking Service

Greeting the guest.

5 

Telling the guest some information about the train leaving for ….

10

Asking the guest his/her name and room number.

10

Asking how many tickets the guest would like to book.

10

Offering the price.

10

Asking the guest to pay some deposit.

10

Promising to send the ticket to his/her room.

5

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四

Paying the Hotel Bill in Cash/ by Credit Card

Greeting the guest.

5

Asking the guest his/her name and room number.

10

Asking the guest if he/she has breakfast

10

Asking the guest if he/she has used any other hotel service.

10

Telling the guest the total expense and confirming the deposit with the guest.

10

Showing the guest the invoice (and the change).

10

Saying goodbye to the guest.

5

Foreign Currency Exchange

Greeting the guest.

5

Telling the guest today’s exchange rate.

10

Asking the guest to fill in a form with his/her name, passport number and room number.

20

Asking the guest to sign his/her name on the exchange memo.

10

Giving the money and explaining to the guest the importance of keeping exchange memo.

15

Checking Guest Account

Greeting the guest.

5 

Asking the guest his/her name and room number.

10

Asking the guest to wait a moment and you print the bill.

10

Asking the guest to have a check.

10

Explaining to the guest about the charge of making international calls.

10

Apologizing for making a mistake and returning the guest his/her overpaid.

10

Promising you will be more careful.

5

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五

Sending a Fax

Greeting the guest.

5

Asking the guest where he/she would like to send the fax to.

10

Asking the guest how many pages.

10

Asking the guest how he/she would like to pay.

10

Telling the guest the total expense and explaining to offer 20% discount.

10

Asking the guest to sign the bill.

10

Responding to the guest’s thanks.

5

Printing

Greeting the guest.

5

Explaining that the guests’own floppy discos are not allowed to use.

10

Suggesting the guest to use his/her portable computer or you type the file for him/her.

20

Asking the guest how many copies he/she needs.

10

Telling the guest the expense of printing.

15

Telephone Service

Answering the phone.

5 

Asking the guest his/her name and room number.

10

Telling the guest he/she can use the phone in the room to make an international call.

10

Presenting how to make an international call with the phone in the room.

10

Explaining to the guest you provide wake-up service.

10

Asking the guest at what time he/she needs morning call.

10

Responding to the guest’s thanks.

5

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六

Chamber Service

Knocking at the door.

5

Offering to clean the room.

10

Agreeing to change the sheet for the guest.

10

Asking the guest if he/she would like you to clean the bathroom.

10

Agreeing to refill the mini-bar.

10

Asking about further help.

10

Responding to the guest’s thanks.

5

Laundry Service

Knocking at the door.

5

Telling the guest you are the laundryman and come to collect his/her laundry.

15

Asking the guest to fill in the laundry form and put the requests in the laundry list.

20

Telling the guest he/she can get the clothes back tomorrow morning.

10

Promising to get everything ready on time.

10

Cleaning the Guest Room

Knocking at the door.

5 

Offering to clean the room.

10

Helping the guest to check the mini-bar that   is out of order and explaining to the guest the plug is not inserted tightly.

10

Telling the guest you provide laundry service in the hotel.

10

Showing the guest where the laundry bag and laundry form.

10

Telling the guest to dial 0 to call laundry service section.

10

Responding to the guest’s thanks.

5

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七

Taking Orders

Greeting the guests.

5

Asking the guest if he/she has a reservation.

10

Showing the guest a table by the window and asking him/her if you can take the order.

10

Asking the guest what he/she would like to begin with.

10

Asking the guests about the main course and if they would like some vegetables.

10

Asking the guests what wine they would like.

10

Telling the guest to wait a moment.

5

Room Service

Knocking at the door.

5

Telling the guest it is room service and you have brought up the breakfast that he/she ordered.

10

Presenting and confirming the food one by one.

20

Asking the guest to sign the bill.

10

Responding to thanks and wish the guest to have a nice day.

15

Banqueting Service

Greeting the guest.

5 

Offering the menus for the guest to choose.

10

Presenting that you have very nice cold dishes and hot dishes.

20

Asking the guest what drinks he/she prefers.

10

Asking the guest how he/she would like to pay.

10

Telling the guest to pay 2000 yuan as deposit.

15

Booking a Table at a Restaurant

Answering the phone.

5

Asking the number of the group and the time.

10

Telling the guest eight o’clock is OK as there are so many guests tonight.

10

Asking the guest his/her name and telephone number and confirming the information

20

Expressing your expectation of the guests.

15

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八

At the Bowling Room

Greeting the guests and offering help.

5

Presenting the service hour and the charge in the bowling room.

10

Telling the guest about the regulations about the bowling service.

10

Asking the guests if he/she has a reservation.

10

Asking the shoe size of the guest.

10

Explaining to the guest he/she can pay in cash or sign the bill if he/she stays in the hotel.

10

Expressing further help.

5

At the Gymnasium/ Fitness Center

Greeting the guest.

5

Introducing yourself and lead him the way.

10

Telling the guests about the sports facillities.

20

Telling the guest the business hours.

10

Responding to thanks and wish the guest to have a good time.

15

Taking a Sauna Bath

Greeting the guest.

5 

Presenting the types of sauna baths.

10

Telling the guest that sauna is not good for people who have high blood pressure or heart disease.

10

Asking the guest if he/she would like to start by taking a shower.

10

Telling the guest the towel and soap is free of charge.

10

Telling the guest the temperature in the room.

10

Advising the guest to cool and dry before clothing himself/herself.

5

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九

At the Silk Fabric Counter

Greeting the guests and offering help.

5

Presenting some kinds of silk fabrics to make a Chinese style dress.

10

Telling the guest about the price.

10

Explaining to the guests to wash silk fabrics in lukewarm water.

10

Suggesting that the guest buy some silk shirts to make good gifts for his/her families.

10

Presenting the shirt is worth the price because of its quality, though a bit expensive.

10

Giving the guest the change and the receipt.

5

Buying a Souvenir

Greeting the guests and offering help.

5

Presenting the different kinds of souvenir displayed in your store.

10

Telling the price of the item the guest would like to buy.

20

Reccomanding some other items to buy as souvenirs.

10

Assuring about the items sold in your shop.

15

At the Chinese Folk Art Counter

Greeting the guest and offering help.

5 

Presenting the items in the showcase.

10

Telling the price of the items the guest has choosen and explaining the meaning.

20

Advising on what should be bought as souvenir.

10

Reccomanding some other items to buy as souvenirs.

10

Responding to thanks.

5