星级酒店服务指南(中英文版).doc

星级酒店服务指南(中英文版)

目 录
总经理致辞　　 　　　　　　　　　　　　　 　　
大堂服务GRAND LOBBY SERVICES
1．大堂经理 Assistant Manager 　
2．问讯∕留言 Information ∕ Message
3．预订∕接待 Reservation ∕ Reception
4．收银∕结账 Cashier 　　　　
5．外币兑换 Foreign Currency Exchange
6．信用卡 Credit Card
7．退房时间 Check-out Time
8．客房门卡 Room Card
9．行李服务 Luggage Service
10．大堂保险箱 Lobby Safe box
11．商务中心 Business Center
12．商场 Shopping Center
13．残疾人士设施 Handicapped Facilities
14．擦鞋服务 Shoe-Shine Service
15．花店 Flower Shop 　　　
16．租车 Car Hire
17．着装 Dressing
18．停车 Parking
19．行政楼层接待处 Executive Floor Reception

客房服务
GUEST ROOM SERVICES

1． 客房中心 Housekeeping Center
2． 房间清洁服务 Room Cleaning
3． 房间夜床服务 Turn-down Service
4． 洗衣服务 Laundry Service
5． 小酒吧 Mini-Bar
6． 房间加床服务 Extra Bed
7． 送餐服务 Room Service
8． 擦鞋服务 Shoes-shine Service
9． 叫醒服务 Wake-up Call
10．饮用水 Drinking Water
11．电话 Telephone
12．电吹风 Hair Dryer
13．冰块 Ice Cube
14．电熨斗/烫衣板 Iron / Iron Board
15．房间保密/电话免打扰
16．失物招领 Lost And Found
17．电视节目 TV Channel
18．网上漫游 Internet Service
19．空气调节 Air Conditioner
20．电源总开关 Energy Saver
21．电源说明 Power Supply
22．无烟楼层 Non-smoking floor
23．医疗服务 Clinic Service
24．环境保护 Environmental Protection
25．紧急情况 Emergency

餐饮服务
FOOD & BEVERAGE SERVICES

1． 宴会预订 Banquet Reservation
2． 大堂吧 Lobby Bar
3． 西餐厅 Western Restaurant
4． 行政酒廊 Executive Lounge
5． 中餐厅 Chinese Restaurant
6． 日韩餐厅Japanese & Korean Restaurant
7． 洗浴自助餐厅 Bath buffet Restaurant
8． 会议室 Conference Room
9． 送餐服务 Room Service

会馆服务
HEALTH& ENTERTAIMENT SERVICE

1． 洗浴 Bathe
2． 游泳馆 Swimming Pool
3． 健身房 Gymnasium Center
4． 电影厅 Film Hall
5． 休息厅 Lounge
6． 游乐区 Game Area
7． 棋牌室 Chess and Mahjong Room
8． SPA理疗室

安全指南
SAFETY DIRECTORY

1． 遵守措施
2． 宾客注意事项 Guest’s Notices
3． 安保 Safeguard
4． 火警 Fire Prevention
5． 火警须知 Fire alarm notice

电话指南
TELEPHONE DIRECTORY

1． 拨打客房电话 Room to Room Calls
2． 拨打外线电话 Outside Calls
3． 国内直拨电话 DDD Calls
4． 国际直拨电话 IDD Calls
5． 国内、国际直拨须知 IDD&DDD Service Guide
6． 国内、国际长途电话区号 IDD&DDD DIRECTORY

附表
客房物品有偿价格表

富阳香雪海宾馆热忱欢迎阁下光临

尊敬的宾客：
欢迎您下榻富阳香雪海宾馆
您的到来，我们饭店全体员工都感到非常荣幸，此《服务指南》为您详细介绍了饭店的各项服务及设施。若您有什么需要，请直接及饭店各部门联系，我们将竭诚为您效劳。
在宝龙国际饭店，您是我们的第一关注，我们将为您提供尽善尽美的服务，让您在宝龙国际饭店处处都看到温馨的微笑。如果您对我们的服务及设施有什么意见或建议，请及时联系我们，或者填写“宾客意见表”，我们会立即改进，因为您的满意就是我们的最终目标。
最后，希望您把在这里获得的愉快经历告诉更多的朋友，期待您的再次光临，谢谢！

xx国际饭店
总经理

Warmly Welcome to Baolong International Hotel

Dear Guest:
Welcome to Baolong International Hotel!
All of us are very grateful for your patronage and hope you enjoy your stay at our hotel. This 《Service Directory》will inform you various service and facilities of our hotel. If you need more help, please contact with our relevant departments, all of us already stand by and surely you will get the excellent service at any time.
You are our concern in Baolong International Hotel during your stay. We shall try our best to offer the perfect service for you. If there are any more comments or suggestions, please contact us promptly or fill in questionnaire form on the desk of your room.
We wish, during your stay with us, joviality experience wise up to your friends and we hope we will have the pleasure of serving you again.
INTERNATIONAL HOTEL
General Manager
大堂服务
GRAND LOBBY SERVICES

1．大堂经理 Assistant Manager TEL 8188
位于饭店大堂内，24小时为您提供服务。
The Assistant Manager in the lobby will be at your service at any time.

2．问讯∕留言 Information ∕ Message TEL 8100
如您离开饭店而需及来人或来电联系时，请把您的去处及留言告之总服务台。
You can tell our Information Desk the place to go if you want to be in touch with telephone
message or visitors when you are out.

3．预订∕接待 Reservation ∕ Reception TEL 8100
饭店接待处24小时为您提供预订客房、住宿登记等服务。
The Front Desk will provide you with the service of reservation and registration any time.

4．收银∕结账 Cashier TEL 8105
位于大堂总服务台，24小时为您提供住宿期间的房费、餐费及其他费用的结算服务。
It’s located at the Front Desk in the lobby. We will provide the 24-hour check-out service of your fees during your stay.

5．外币兑换 Foreign Currency Exchange TEL 8105
位于总服务台收银处，为您提供18小时外币兑换服务。
服务时间：06：00- 24：00
It’s located at the Cashier desk. We will also provide the service of exchanging foreign currency.
Service Hours：06：00am-12：00pm

6．信用卡 Credit Card TEL 8106
欢迎您在饭店用以下信用卡：银联系列卡、长城卡、牡丹卡、建行龙卡、金穗卡、维萨卡、万事达卡、运通卡、大莱卡、JCB卡。
Welcome to use the following cards：Great Wall, the Peony, Long card, the Gold Ear, Visa, Master, American Express, Diners club and JCB etc.
7．退房时间 Check-out Time TEL 8106
饭店退房时间为中午12：00。请留意：超过12：00后加收半天房租，18：00后退房按全天收费计算。若需延迟离店时间，请及总服务台联系。
Check-out time is 12：00 at noon. You will have to pay an extra half of daily fee if you check out after 12：00a.m and the whole fee if you do after 18：00 p.m. Please contact the Reception Desk if your check-out has to be delayed.

8．客房门卡 Room Card TEL 8100
饭店使用安全电子门锁。退房时请将门卡交及总台收银处。请留意：当超过规定时间，门卡将不能开锁。您要续住，请到总服务台办理有关手续。
We offer you the IC lock. Please return the card to the Cashier Desk when you check out. The IC card will not work when you delay the check-out time and you must contact the Reception Desk to continue your time.

9．行李服务 Luggage Service TEL 8109
我们为您提供店内免费运送或寄存行李服务。
We offer free-of-charge service of delivery in our hotel and left-luggage service.

10．大堂保险箱 Lobby Safe box TEL 8100
大堂接待处为阁下提供免费使用的保险箱，较大的贵重物品可存放在大堂保险箱内。饭店对留在客房内物品的任何损坏或遗失不负任何责任。
Each room is fitted with a safe box, your valuable belongings are recommended to be kept in the safe. By the way, the lobby provides free safes for bigger valuable belongings. The hotel management is not liable to any loss or damage valuables left in the gust rooms.

11．商务中心 Business Center TEL 8107
位于饭店大堂，为您提供全面的秘书服务：中英文打字、传真复印、出租电脑、收发电子邮件、订票、邮寄等服务。
服务时间：08：00-22：00
Located in the lobby, we provide you with the comprehensive secretarial service. such as typewriting in Chinese or in English, Fax and copying service, E-mail service, purchasing ticket, mailing, etc.
Service Hours：08：00am-10：00pm

12．商场 Shopping Center TEL 8118
位于饭店大堂东侧，为您提供地方特色产品、旅游产品、艺术品、日常用品、饮料、食品等。
服务时间：08：00-22：00
Located in the lobby, it offers local specialties、tourism products、root carving artwork、 articles for daily use、soft drinks and food, etc.
Service Hours：08：00am-10：00pm

13．残疾人士设施 Handicapped Facilities TEL 8109
饭店备有轮椅车和拐杖，如需使用请及行李房联系。
We also offer wheelchair and walking stick. Please contact the Luggage Room if you need.

14．擦鞋服务 Shoe-Shine Service
擦鞋机位于大堂一楼，免费为您提供擦鞋服务。
Located in the lobby. You may polish your shoes there.

15．花店 Flower Shop TEL 8109
我们非常乐意为您安排鲜花服务。
We are very glad to provide fresh flower service for you.

16．租车 Car Hire TEL 8109
如需预订的士，请及礼宾部联系，饭店为阁下提供24小时服务。
Please contact the Concierge if you need a car, the service is available for 24 hours.

17．着装 Dressing
我们建议您在饭店所有餐厅和公共场所穿着合适的衣装。
We advise you to wear the proper formal dress in all restaurants and public places.

18．停车 Parking
饭店拥有停车场，请按指定车位停放车辆。有碍车道畅通、消防、安全及专用泊车的车辆，如有损坏饭店不予负责。如需专门监管的车辆，请告知在场保安员，我们将会记录，妥加看护。饭店敬告各位车主，请勿将贵重财物放在车内，住店宾客可将贵重物品交饭店寄存处寄存。
We have the parking area. Please park your car as shown. We are not responsible for any damage if you hinder the path, fighting-fire and security etc. Please inform our guard if your car need special care. We will make some notes and be care for the car. Please don’t leave your valuables in the car. If you have ones, please place them in the safe deposit box of the Front Desk in the lobby.

19．行政楼层接待处 Executive Floor Reception TEL 8100
位于饭店六层和七层，将为行政楼层的客人提供快速入住和退房服务。
Located on the 6th and 7th floor, We provide fast check in, check out service for the executive floor guest.

客房服务
GUEST ROOM SERVICES

1．客房中心 Housekeeping Center TEL 8588
客房中心24小时为您服务，如有需要请及客房中心联系。
We will serve you the whole day. Please contact housekeeping center for assistance.

2．房间清洁服务 Room Cleaning TEL 8588
您若需要服务员尽快为您清理房间，请将“请即打扫”牌挂于门外或及客房中心联系。
Hang “Make up Room” signboard at the door knob or call housekeeping, and then we’ll clean your room at soon as possible.

3．房间夜床服务 Turn-down Service TEL 8588
饭店为您提供每日开夜床服务。
We have do turn down service for you every day, please contact housekeeping center.

4．洗衣服务 Laundry Service TEL 8588
饭店为您提供干洗、水洗和熨烫衣物服务，每天上午10：00前将要洗熨衣物放入洗衣袋，交于服务员，可当晚取回衣物。饭店还提供特快洗熨服务，4小时内送回。详情请参阅房内的洗衣单。
We offer dry cleaning, washing and pressing service .The Room Attendant comes to collect the washing bag before 10：00am every day and send it back in the same day. Express service is available also to you within 4 hours. Please refer to the Laundry List in your room. for details.

5．小酒吧 Mini-Bar TEL 8588
客房内备有小酒吧，为您准备了多种酒水及小吃。我们会每日补充消耗，同时您的消费额将被计入到您的账单。如有其他需要，请随时及客房中心联系。
There is a mini-bar with many kinds of drink and snacks in your room. We will replenish them and the sum of charge will be recorded. If you want anything else, please contact housekeeping center.

6．房间加床服务 Extra Bed TEL 8100
饭店为您提供加床服务。如果需要请及总台联系。
Contact with reception desk for extra bed in the room if you need.

7．送餐服务 Room Service TEL 8208
请参阅《客房送餐服务菜单》，并及餐饮部联系。
服务时间：09：30-02：00
Please check《Room Service Menu》and contact F&B Division.
Service Hours：09：30am-02：00am

8．擦鞋服务 Shoes-shine Service TEL 8588
每间客房都配有擦鞋布。如有需要擦鞋服务，请将鞋放入房间衣柜鞋蓝内或及客房中心联系。
Each room provide shoe-shine cloth, Please put your shoes into the basket in the cabinet or contact Housekeeping if you need.

9．叫醒服务 Wake-up Call TEL 9
请拨“9”及总机接线员联系，确定为您叫醒时间。
Please dial “9” to contact with the Operator and confirm your wake-up time.

10．饮用水 Drinking Water TEL 8588
客房卫生间的直饮水是可以直接饮用的。我们建议使用电水壶煮沸后再饮用。如有需要请及客房中心联系。
The water from the tap in the bathroom can be drunk directly. You may use the electronic kettle to boil the water. Please contact housekeeping for assistance.

11．电话 Telephone TEL 9
每个房间都配备长途直拨国际/国内电话系统。如要拨打长途电话，可先参阅《电话服务指南》，或拨“9”请总机接线员协助。
Every room is equipped with the direct international and domestic dialing system. If you want to make a long distance call, please check the 《Telephone Directory》or dial“9”for help.

12．电吹风 Hair Dryer TEL 8588
客房内备用电吹风可供您使用。
There is a hair dryer in the room for you.

13．冰块 Ice Cube TEL 8588
客房中心可以为您提供冰块，如有需要请及客房中心联系。
We prepare the ice cube for you in the housekeeping. Please contact us if you need.

14．电熨斗/烫衣板 Iron / Iron Board TEL 8588
客房中心备有电熨斗和烫衣板。如有需要可打电话联系。使用时，请注意安全。
There are iron and iron board in housekeeping center. Please contact us for assistance. Please take care of yourself.

15．房间保密/电话免打扰 TEL 9
Keep the Room Number Secret/Avoid Being Disturbed by Telephone
如果您不想被打扰，请按房间取电处“请勿打扰”键，并可拨“9”及总机接线员联系。 If you’d like to keep the room number secret and avoid being disturbed by telephone, please.
press the key of “DND” on the wall and contact the Operator by “9”.

16．失物招领 Lost And Found TEL 8588
如有物品遗失，请及客房中心联系。遗留物品饭店将保留三个月，易变质物品保留三天。在上述期限内无人认领的物品，饭店将会自行处理。
Please contact housekeeping, If you have things lost. we will keep the lost things for 3 months. Perishable goods will be kept 3 days. We are entitled to deal with them beyond the deadline.

17．电视节目 TV Channel TEL 8588
饭店所有客房均有遥控彩色电视，提供多种语言的国内外卫星、有线电视频道。
Each room provides remote-control color TV with satellite & cable channels. If you want to know the program arrangement, check playbill please.

18．网上漫游 Internet Service TEL 8588
饭店客房为您提供无线及宽带免费上网服务
The guest rooms had fixed with broadband access and wireless internet also. You can get on the internet in your room for free.

19．空气调节 Air Conditioner TEL 8588
饭店装有中央冷暖空调系统，每个房间都有独立调节室温的控制器。如需协助，请及客房中心联系。
The hotel has the central air-conditioning system. There is individual air-conditioning control in every guest room. For assistance, please call housekeeping.

20．电源总开关 Energy Saver TEL 8588
客房内配有电源总开关。进入客房，只需将门卡插入墙上的控制开关，客房内的电源就会接通。离开房间时，请别忘记把门卡取出。
There is an Energy Saver