国际酒店服务手册模板.doc

总经理欢迎信

尊敬贵宾：
我谨代表常德托斯卡纳大酒店向阁下光临致以真挚问候和热烈欢迎！
承蒙阁下光临常德托斯卡纳大酒店，我们深感荣幸。酒店全体职员将竭诚为您提供热情、周到、礼貌、高效且宜人服务，热切期望为您营造“家”气氛，让阁下在逗留期间尽享舒适和安逸，同时也感谢您对托斯卡纳大酒店关爱。欢迎您对我们工作提出宝贵意见，我们将以实际行动回报您鼓励和厚爱。
假如阁下有所需要，请和酒店总台联络（ ）。衷心祝福您在酒店能留下美好回想。

酒店名称

总经理：

WELCOME LETTER FROM GENERAL MANAGER

Dear guests,
Let me extend our sincere regards and a warm welcome to you on behalf of Changde Toscana
Hotel.
We are deeply honored by your presence. All staff here will provide heartily, well-considered,
Courtesy, highly active and pleasant service for you, earnestly expect us could provide a warm
Home-likeplace, comfortable and cozy environment during your tarry, at the same time, thank
You for your concerr .we will valne your suggestion to our work and repay your encouragement
and excessive care by practical action.
If you have and question and request, please do not hesitate to contact the Front Desk at
extension(电话).We hope will have a good time here which be kept in your memory.

酒店名称
General Manager

前台
酒店前台常常保持高水平及亲切之服务态度，在阁下入住期间，需要以下任何帮助，请和前台联络。
接待处： 收银处：大堂副理： 礼宾部：

客房服务中心
酒店客房服务中心为阁下提供住宿服务，需要以下任何帮助，请和服务中心联
系。内线：
客房部： 工程部：

空调
客房供有空调，客房墙壁上调温器设有高、中、低三档，客人可依据需要调整室内温度及风量。

商务中心
在一楼，营业时间：每日早晨8:00至晚上23:30特为各界商务旅游人士提供一切办公室设备及业务服务，包含秘书、传真、复印、快件专递、确定国际航班机票、预定国际航班机票、预订火车票、私人电脑及投影租用等。内线：

退房时间
退房时间为中午12点，如需帮助请和前台联络。内线：

礼宾部
在酒店大堂，提供行李搬运及寄存服务、同时也负责安排机场接送及车辆租
用。内线：

信用卡
酒店接收以下信用卡：
美国运通卡、万事达卡、Visa卡、大来卡、JCB卡、长城卡、牡丹卡等中国关键信用卡。

中国长途直拨（DDD）
客房内可直接拨中国长途（DDD） 。具体城市及地域代号请参阅“电话指南”一栏，每次拨号对方铃响6声后开始计费。

门闩
客房设有门闩，请阁下使用。

请勿打搅
当阁下不期望被访客打搅时，请按亮客房客厅门旁边“请勿打搅”开关。假如阁下不期望被电话打搅或只期望接听一些来电时。请和接线生联络。内线：

饮用水
小冰箱内供有饮用矿泉水，请勿饮用自来水。如需热水，情使用客房内电热壶。

值班经理
在阁下入住期间需要任何帮助，请和前台联络。内线：

电源
客房梳妆台侧面配有220伏50赫电源插座，如要借用万能插头及变压器，请和客房中心联络，为安全起见，法律严禁在客房内私自使用暖气或烹调设备。

紧急事件
如有紧急事件发生，请和接线生联络。内线：

传真
酒店传真号是：，需要发传真时，请和一楼商务中心联络，营业时间：天天早晨8:00至晚上23:30，营业时间外请和前台联络。

冲洗胶卷
请和商务中心联络。内线：

防火方法
酒店内备有全套消防设备，请参阅挂在房门背后“消防图” ，以了解紧急疏散路线。客房衣柜内亦备有防火自救面具，酒店和本市各相关部门通力合作，确保采取一切预防方法，以确保来宾之安全，发生火警时拨“0”和接线生联络，并告之所在位置。

吹风机
装置在客房洗手间内

国际直拨长途（IDD）
客房内可直拨国际长途，具体拨号程序及地域代号，请翻阅“电话指南”一栏，每次拨号对方响铃6声开始计费。

互联网
酒店全部房间配有高速宽带接口，部分高级客房配有品牌电脑，请您在利
用我们网络时，不要进行任何违反法律和危害国家利益行为。同
时，请您明白，网络上不安全原因总是存在，对所以造成损失，我
们概不负责。

洗衣服务
酒店提供专业水洗、干系及烫衣服务。衣柜内备有价目表及洗衣袋，服务时间早晨8:00至晚上21:00时，另设有加紧服务。

本市电话
请先拨“9” ，然后再拨打电话。

失物招领
请和客房服务中心联络。内线：

行李服务
请和大堂礼宾部联络。内线：

客房小酒吧
客房小酒吧每日添置饮品，如需其它物品或其它种类饮品，请和客房服务中心联络。为方便快速办理离店手续，请于退房当日将小酒吧账单填好后直接送交至前台收银处。客房电话联络请拨“ ”和接线生联络。

保险箱
如有珍贵物品保管，请联络前台处收银。
阁下如在房间或酒店公共场所遗失任何物品，本酒店概不负责。

客房窗户
为了您安全起见，酒店不提倡来宾打开客房窗户。

计程车服务
请和大堂礼宾部联络，内线：

市区旅游观光
相关详情及具体安排，请和大堂礼宾部联络。内线：

访客
依据常德市公安局相关要求，全部来访者需出示有效身份证件，并在前台进行来访登记。晚11时至早晨7时，访客不得在客房内逗留。

起床唤醒服务
如需起床唤醒服务，请和接线生联络。内线：

宠物
酒店内请勿携带宠物

Front Office
The Front Desk has been established to provide quick response to telephone
requests in the following areas.
Reception/Cashier:接待处 check:收银处
Duty Manager: 大堂副理 Concierge:礼宾部

Housekeeping Department
Housekeeping:客房部

Laundry
Engineering Department:工程部
Dial:客房部

Air-conditioned
Your room is full air-conditioned. You may adjust the ventilation and the temperature
level on the wall mounted thermostat .Please contact Housekeeping Department

Business Center
Located on the first floor, Open everyday from 8:00amo11:30pm.
Dial:商务中心

Check-Out Time
Check-out time is 12:00 noon, Please contact Front Desk should you require an
extension, If you need any requires, Please dial:前台接待

Concierge
Located in the Lobby. Provides baggage collection, delivery and storage, as well
as airport transportation and limousine arrangements .dial:礼宾部

Credit Card
We are pleased to accept: American Express, Master Card, Visa Card, diners, JCB,

Peony and Great wall Credit Card.

Domestic Direct Dial (DDD)
The telephone in your room is equipped with Domestic Direct Dialing (DDD)
facilities, Please refer to the TELEPHONE DIRECTORY section for details
and dialing codes, Please be advised that all calls will be charged after six
rings.

Door Bolt
Please use the door bolt of room

Do Not Disturb
A button at the living room the Do Not Disturb indicator outside your room to
ensure your privacy, This button also disengages your doorbell, If your wish to
have your call screened, Or do not wish to be disturbed by telephone calls, please
call Operator,
Dial:总台

Drinking Water
Mineral water is provided in the Mini Bar. Tap water is not potable, You can use
immersion heater if you need boiled water,

Duty Manager
For any assistance required during your stay, please contact Duty Manager at the
Lobby
Dial:接待处

Electricity
Rooms are equipped with 220 VOLT/50 WATT outlets located by the writing desk.
Adaptors and transformers are available from Housekeeping. In the interest of
safety, the use of private heating is not permitted in guest rooms in accordance
with local regulations

Emergency
In the event of an emergency, please contact Operator. Dial:接待处

Fax
Our fax number is (86-736)7155099. If you want to send a fax, please contact
Business Center on the lth floor. It is open from 8:00 am to 11:00 pm every day.
You can connect with the Front Desk during the buiness time outside. The
extension is 前台电话

Film Processing
Please contact Business Center on the floor. Dial:商务中心

Fire Procedure
The hotel is full equipped with sophisticated fire detection and prevention
systems. Please study the fire escape plan mounted on your room door as a
precautionary measure, Fire Escape masks are provided in the closet of your
room. In accordance with requirements of the local authorities, the Management
takes this opportunity to assure you that every precaution is constantly made to
ensure your safety. In case of fire, dial”0”toreport the location Zof affected
area

Hair-Dryer
Hair-Dryer is located in the Rest room,

International Direct Dial (IDD)
The telephone in your room is equipped with International Direct Dialing
(DDD) facilities. Please refer to the TELEPHONE DIRECTORY section for
details and dialing codes. Please note that calla will be charged after six
rings

Internet Access
The hotel is equipped with high-speed internet connection. Brand computer is
provided in the partial Deluxe room. When using the Ethernet and the Internet,
please don’t do anything unlawful. And please be aware that Hotel doesn’t hold
responsibility for any loss or damage resulting from the use of the Hotel Ethernet
and the Internet

Laundry/Dry Cleaning
Professional dry Cleaning, laundry and pressing services are available Items

collected before noon will be returned on the same day. Service hour:8:00am to
21:00Pm.

Express service is available
Laundry/dry cleaning lists and bags are available in a desk drawer.

Local calls
Please call 9 followed by the telephone number.

Lost and Found
Please call Housekeeping center of assistance.
Dial:前台接待

Luggage Service
Please contact concierge. Dial:礼宾部

Mini-Bar
Your Mini-bar will be replenished. Should you require more of any items or a
more comprehensive range of beverages, please contact Housekeeping. For fast
check-out on the day of your departure, please complete your mini-bar voucher
and hand it to the cashier.

Room to Room Call
Please dial’接待处’ for Operator assistance

Safe Deposit Boxes
Additional safe deposit boxes are available at the reception. The hotel will not be
liable for whatever you have lost in the guest room public areas inside the
hotel

Windows
For your safety and security. Hotel normally discourages, the guest to open the
window of room.

Taxi Service
Please contact concierge Dial:接待处

Tours ＆ Sightsee ting
For tour information and arrangements, please concierge. Dial:接待处

Visitors
In the interests of your safety, and security all visitors are required to leave
guest rooms by 11:00pm Local laws stipulate that anyone visiting you
beyond 7:00am or staying with you as a guest in your room must be
registered with the Hotel

Wake-up Call
Please call Operator for assistance. Dial:接待处

Pets
Pets are not allowed in the hotel.

位置
电话
营业时间
为商务旅行者提供：旅途中之办公室，包含专业服务、传真、复印、办公室出
租、会议设备及设施租用、名片印刷、邮政服务、个人电脑出租、为阁下提供
方便。

印刷和复印
可代为制作名片、个人信笺及其它文件印刷，同时提供复印、校队和装订服务

快递
国际及中国快递服务

传真
全球范围即时传真
请阁下在使用传真服务前仔细阅读下列申明：
酒店将不负担其在所提供服务传真中可能包含传真内容遗漏或失误之责任，酒
店亦不对由当事方或第三者提供出任何要求酒店负担由此所造成其相关之部分或
全部损失之赔偿负责。

商务参考资料
提供最近期商务杂志、贸易指南及其它指南

LOCATION
DIAL
OPEN DAILY FROM

We provide busy business travelers with an “office away from the office” our
business Center offers professional secretarial services, facsimile and
photocopying facilities, offices for rental conference equipment and facilities
name card printing, courier service and binding services rental

Printing and Photocopying
Printing of business cards, personalized for word processing requirements can be
arranged. Photocopying, collating and binging services are available.

Courier Service
Worldwide and local courier service is available.

Facsimile
Prompt facsimile to destinations all over the world can be sent from the Business
Center
The following disclaimer appears on our faxes:
The Hotel shall not be responsible for any loss or damage howsoever arising in the
provision of this facsimile service I/we shall indemnify the Hotel for any
claims by any third party against the Hotel or loss or damage suffered by the Hotel
howsoever caused by or in connection with the provision of this service.

Business Reference Library
Current business magazines, trade directories and other indexes are available.

阁下房间电话机设有国际和中国直拨电话服务

1、 卡付费电话请先拨“9”
2、 再拨相关号码

房间直拨
请直拨分机号码（房间电话机上标示），如需帮助请拨“ ”和接线生联络

怎样拨市内电话
1、 请点拨“9”外线
2、 再拨电话号码

怎样直拨中国电话
1、 拿起话筒，听到拨号音后再开始拨号
2、 先拨“9”
3、 接着拨地域编码
4、 再拨对方电话号码

为阁下拨完号码后，或需等候10秒电话方能接通
为了避免拨错号码，请预先将阁下想拨中国电话号码写下
通话完成，请确定将电话挂好

阁下需知区域编码，若不在本册内，请拨“ ”向客房中心问询，请注意
一些中国区域是没有中国直拨电话服务。

怎样直拨国际电话

1、 拿起话筒，听到拨号音后再开始拨号
2、 先拨“9”
3、 然后拨“00”
4、 接着拨国家编码及地域编码
5、 最终拨对方电话号码

当阁下拨完号码后，或需等候20秒电话方能接通

为了避免拨错号码，请预先将阁下想拨国际电话号码写下

通话完成，请确定将电话挂好

阁下需知区域或国家编码，若不在本册内，请拨“ ”向客房中心问询。
请注意，一些区域或国家是没有国际直拨电话服务。

Domestic Direct (DDD) and International Direct Dialing (DDD) are available on
your room telephone.

Dial “9” for operator assistance

Room to Room Calls
Please dial the extention(the room number). If you need any help, please
“83188” for operator assistance

How to make a Local Call
1、 Dial “9” to get an outside line.
2、 Dial the telephone number or called party.

How to make a Domestic Direct Dial (DDD) call
1、 Commence dialing only after you hear the dial tone.
2、 Dial “9”
3、 Followed by area code of city required.
4、 Dial the telephone number of called party

There may be a waiting period of up to 10 seconds before your line is connected.
It is advisable to write down the complete number before dialing to avoid errors.
After completing your call, please ensure the handset is replaced securely on the
telephone set.

If you are unable to locate the code for the city you require, please touch “ 83198”
for Guest Service Center assistance . Please note that DDD may not be available in
some cities.

How to make an International Direct Dial (DDD) call

1、 Commence dialing only after you hear the dial tone.
2、 Dial “ 9 “
3、 Dial “00”
4、 Follow by the Country Code and Area Code.
5、 Dial the telephone number of called party

There may be a waiting period of up to 20 seconds before your line is connected

It is advisable to write down the complete number before dialing to avoid errors.

After completing your call , please ensure the handset is replaced securely on the
telephone set.

If you are unable to locate the area code for the city or country you require, please
touch “89198” for Guest Service Center assistance. Please note that some countries
may not have IDD access.

国家
时差（HRS)
直拨号
国家编码

城市编号
COUNTRY
TIME
IDD
COUNTRY

AREA
阿根延
-1
900
54

1
ARGENTINA

CORDOBA
51

ROSARIO
41

SANTIAGO
85
澳大利亚
+2
900
61
ADELAIDE
8

BRISBANE
73

CAIRNS
70

CANBERRA
62

DARWIN
89

MELBOURNE
39

NEWCASTLE
49

PERTH
9

SYDNEY
29　
奥地利
-7
900
43
SALZBURG
662
Austria

VIENNA
1
比利时
-7
900
32
BRUSSELA
2
Belgium

巴西
-11
900
55
BRZILIA
61
Brazil

RIN DEJANEIRO
21

SAN PULO
11
加拿大

900
1
CALGARY
403
Canada

EDMONTON
403

HAMILTON
416

MONTREAL
514

OTTAWA
613

TORONTO
416

VANCOUVER
604

WINNIPEG
204
丹麦

900
45
COPENHAGEN

Denmark

(INNER AREA)
1

(OUTER AREA)
2

HOVER
7
埃及

900
20
ALEXANDRIA
3
Egypt

CAIRO
2

国家
时差（HRS)
直拨号
国家编码

城市编号
COUNTRY
TIME
IDD
COUNTRY

AREA
南非
-6
900
27
CAPETOWN
21
South Africa

JOHANNESBURG
11

PRETORLA
12
西班牙
-8
900
34
BARCELONA
3
Spain

BILBAO
4

MADRID
1
瑞典
-7
900
46
COTEMBORG
31
Sweden

STOCKHOLM
8
瑞士
-7

41
BERN
31
Switzerland

900

GENEVA
22

LAUSANNE
21

ZURICH
1
泰国
-1
900
66
BANGKOK
2
Thailand

CHIANGMAI
53

PATTAYA
38

PHUKET
76
美国
-13to-18
900
1
CHICAGO
312
America

HAWAII
808

LOSANGELES
213

MIAMI
305

NEWYORKCITY
212

SANFRANCISO
415

WASHINGTON.DC
202
英国
-8
900
44
BIRMINGHAM
121
Britain

EDINBURGH
131

LONDON(INNER)
171

(OUTER)
181

MANCHESTER
161

城市
CITY
直拨号
区域

DDD CODE
AREA CODE

北京
BEIJING
90
10

长春
CHANGCHUN
90
431

长沙
CHANGSHA
90
731

成全部
CHENGDU
90
28

重庆
CHONGQING
90
23

福州
FUZHOU
90
591

广州
GUANGZHOU
90
20

桂林
GUILIN
90
773

贵阳
GUIYANG
90
851

哈尔滨
HAERBIN
90
451

海口
HAIKOU
90
898

杭州
HANGZHOU
90
571

合肥
HEFEI
90
551

香港
HONGKONG(IDD)
90
52

澳门
MACAU(IDD)
90
853

呼和浩特
HUHEHAOTE
90
471

吉林
JILIN
90
432

济南
JINAN
90
531

昆明
KUNMING
90
871

兰州
LANZHOU
90
931

城市
CITY
直拨号
区域

DDD CODE
AREA CODE

拉萨
LASA
90
891

南昌
NANCHANG
90
791

南京
NANJING
90
25

南宁
NANNING
90
771

秦皇岛
QINHUANGDAO
90
335

青岛
QINGDAO
90
532

三亚
SANYA