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 MANAGERDear guests,Let me extend our sincere regards and a warm welcome to you on behalf of Changde ToscanaHotel.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 warmHome-likeplace, comfortable and cozy environment during your tarry, at the same time, thankYou for your concerr .we will valne your suggestion to our work and repay your encouragementand excessive care by practical action.If you have and question and request, please do not hesitate to contact the Front Desk atextension(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 OfficeThe 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 DepartmentHousekeeping:客房部LaundryEngineering Department:工程部Dial:客房部Air-conditionedYour room is full air-conditioned. You may adjust the ventilation and the temperaturelevel on the wall mounted thermostat .Please contact Housekeeping Department Business CenterLocated on the first floor, Open everyday from 8:00amo11:30pm.Dial:商务中心Check-Out TimeCheck-out time is 12:00 noon, Please contact Front Desk should you require anextension, If you need any requires, Please dial:前台接待ConciergeLocated in the Lobby. Provides baggage collection, delivery and storage, as well as airport transportation and limousine arrangements .dial:礼宾部Credit CardWe 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 detailsand dialing codes, Please be advised that all calls will be charged after sixrings.Door BoltPlease use the door bolt of roomDo Not DisturbA button at the living room the Do Not Disturb indicator outside your room toensure your privacy, This button also disengages your doorbell, If your wish tohave your call screened, Or do not wish to be disturbed by telephone calls, pleasecall Operator,Dial:总台Drinking WaterMineral water is provided in the Mini Bar. Tap water is not potable, You can useimmersion heater if you need boiled water,Duty ManagerFor any assistance required during your stay, please contact Duty Manager at theLobbyDial:接待处ElectricityRooms are equipped with 220 VOLT/50 WATT outlets located by the writing desk.Adaptors and transformers are available from Housekeeping. In the interest ofsafety, the use of private heating is not permitted in guest rooms in accordancewith local regulationsEmergencyIn the event of an emergency, please contact Operator. Dial:接待处FaxOur fax number is (86-736)7155099. If you want to send a fax, please contactBusiness 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. Theextension is 前台电话Film ProcessingPlease contact Business Center on the floor. Dial:商务中心Fire ProcedureThe hotel is full equipped with sophisticated fire detection and preventionsystems. Please study the fire escape plan mounted on your room door as aprecautionary measure, Fire Escape masks are provided in the closet of yourroom. In accordance with requirements of the local authorities, the Managementtakes this opportunity to assure you that every precaution is constantly made toensure your safety. In case of fire, dial”0”toreport the location Zof affectedareaHair-DryerHair-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 fordetails and dialing codes. Please note that calla will be charged after sixringsInternet AccessThe hotel is equipped with high-speed internet connection. Brand computer isprovided in the partial Deluxe room. When using the Ethernet and the Internet,please dont do anything unlawful. And please be aware that Hotel doesnt holdresponsibility for any loss or damage resulting from the use of the Hotel Ethernetand the InternetLaundry/Dry CleaningProfessional dry Cleaning, laundry and pressing services are available Itemscollected before noon will be returned on the same day. Service hour:8:00am to21:00Pm.Express service is availableLaundry/dry cleaning lists and bags are available in a desk drawer.Local callsPlease call 9 followed by the telephone number.Lost and FoundPlease call Housekeeping center of assistance.Dial:前台接待Luggage ServicePlease contact concierge. Dial:礼宾部Mini-BarYour Mini-bar will be replenished. Should you require more of any items or amore comprehensive range of beverages, please contact Housekeeping. For fastcheck-out on the day of your departure, please complete your mini-bar voucherand hand it to the cashier.Room to Room CallPlease dial接待处 for Operator assistanceSafe Deposit BoxesAdditional safe deposit boxes are available at the reception. The hotel will not beliable for whatever you have lost in the guest room public areas inside the hotelWindowsFor your safety and security. Hotel normally discourages, the guest to open thewindow of room.Taxi ServicePlease contact concierge Dial:接待处Tours Sightsee tingFor tour information and arrangements, please concierge. Dial:接待处VisitorsIn the interests of your safety, and security all visitors are required to leaveguest rooms by 11:00pm Local laws stipulate that anyone visiting youbeyond 7:00am or staying with you as a guest in your room must beregistered with the HotelWake-up CallPlease call Operator for assistance. Dial:接待处PetsPets 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LOCATIONDIALOPEN DAILY FROMWe provide busy business travelers with an “office away from the office” ourbusiness Center offers professional secretarial services, facsimile andphotocopying facilities, offices for rental conference equipment and facilitiesname card printing, courier service and binding services rentalPrinting and PhotocopyingPrinting of business cards, personalized for word processing requirements can bearranged. Photocopying, collating and binging services are available.Courier ServiceWorldwide and local courier service is available.FacsimilePrompt facsimile to destinations all over the world can be sent from the BusinessCenterThe following disclaimer appears on our faxes:The Hotel shall not be responsible for any loss or damage howsoever arising in theprovision of this facsimile service I/we shall indemnify the Hotel for anyclaims by any third party against the Hotel or loss or damage suffered by the Hotelhowsoever caused by or in connection with the provision of this service.Business Reference LibraryCurrent 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 onyour room telephone.Dial “9” for operator assistanceRoom to Room CallsPlease dial the extention(the room number). If you need any help, please“83188” for operator assistanceHow to make a Local Call1、 Dial “9” to get an outside line.2、 Dial the telephone number or called party.How to make a Domestic Direct Dial (DDD) call1、 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 partyThere 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 thetelephone 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 insome cities.How to make an International Direct Dial (DDD) call1、 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 partyThere may be a waiting period of up to 20 seconds before your line is connectedIt 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 thetelephone set.If you are unable to locate the area code for the city or country you require, pleasetouch “89198” for Guest Service Center assistance. Please note that some countriesmay not have IDD access.国家时差（HRS)直拨号国家编码城市编号COUNTRYTIMEIDDCOUNTRYAREA阿根延-1900541ARGENTINACORDOBA51ROSARIO41SANTIAGO85澳大利亚+290061ADELAIDE8BRISBANE73CAIRNS70CANBERRA62DARWIN89MELBOURNE39NEWCASTLE49PERTH9SYDNEY29奥地利-790043SALZBURG662AustriaVIENNA1比利时-790032BRUSSELA2Belgium巴西-1190055BRZILIA61BrazilRIN DEJANEIRO21SAN PULO11加拿大9001CALGARY403CanadaEDMONTON403HAMILTON416MONTREAL514OTTAWA613TORONTO416VANCOUVER604WINNIPEG204丹麦90045COPENHAGENDenmark(INNER AREA)1(OUTER AREA)2HOVER7埃及90020ALEXANDRIA3EgyptCAIRO2国家时差（HRS)直拨号国家编码城市编号COUNTRYTIMEIDDCOUNTRYAREA南非-690027CAPETOWN21South AfricaJOHANNESBURG11PRETORLA12西班牙-890034BARCELONA3SpainBILBAO4MADRID1瑞典-790046COTEMBORG31SwedenSTOCKHOLM8瑞士-741BERN31Switzerland900GENEVA22LAUSANNE21ZURICH1泰国-190066BANGKOK2ThailandCHIANGMAI53PATTAYA38PHUKET76美国-13to-189001CHICAGO312AmericaHAWAII808LOSANGELES213MIAMI305NEWYORKCITY212SANFRANCISO415WASHINGTON.DC202英国-890044BIRMINGHAM121BritainEDINBURGH131LONDON(INNER)171(OUTER)181MANCHESTER161城市CITY直拨号区域DDD CODEAREA CODE北京BEIJING9010长春CHANGCHUN90431长沙CHANGSHA90731成全部CHENGDU9028重庆CHONGQING9023福州FUZHOU90591广州GUANGZHOU9020桂林GUILIN90773贵阳GUIYANG90851哈尔滨HAERBIN90451海口HAIKOU90898杭州HANGZHOU90571合肥HEFEI90551香港HONGKONG(IDD)9052澳门MACAU(IDD)90853呼和浩特HUHEHAOTE90471吉林JILIN90432济南JINAN90531昆明KUNMING90871兰州LANZHOU90931城市CITY直拨号区域DDD CODEAREA CODE拉萨LASA90891南昌NANCHANG90791南京NANJING9025南宁NANNING90771秦皇岛QINHUANGDAO90335青岛QINGDAO90532三亚SANYA