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X l tin nhn cho khch ang lu tr ti qua in thoi

R: Good morning. Villa Hue hotel. Thanh Hoa speaking. How may I help you? G: Vng!xin cho ch. Ch c th cho ti gp ng Jame Betty c khng? R: D vng ! Xin anh vui lng cho em bit tn ca anh v anh n t u ? G: Vng! Ti l Hong Quang Tin ti n t cng ty Viettin Bank. R: D, xin anh vui long ch em trong giy lt. Em s ni my cho ch gp ng Jame Betty. =>Bm nt hold, bm s phng v quay tr li bm nt hold ln na ni my li vi khch. R: D, cm n anh ch. Em ni my vi ng Jame Betty nhng khng c ai cm my, chc ng y i ra ngoi ri . Anh c mun li li nhn g cho ng y khng ? G: Vng! Nu ng y v ch lm n nhn vi ng y rng: Ngy kia, cng ty ABC c m 1 cuc hi tho vi cc chuyn gia v cng tu mun mi ng vo lc 8h ti phng hi ngh ca cng ty d cuc hi tho. Cuc hi tho c nhiu ni dung rt quan trng. Xin ng n d cuc hp ng gi. R: Ngoi ra anh cn mun nhn g them cho ng Jame Betty na khng ? G: Ht ri ch ! R: Da, em c th nhc li ton b thng tin ca anh c khng ? Anh Hong Quang Tin, anh n t cng ty Viettin Bank. Anh mun li cho ng Jame Betty l vo 8h ngy 12/09/2012 , cng ty ABC c m 1 cuc hi tho vi cc chuyn gia v cng tu mun mi ng vo lc 8h ti phng hi ngh ca cng ty d cuc hi tho. Cuc hi tho c nhiu ni dung rt quan trng. Xin ng n d cuc hp ng gi, c phi vy khng ? G: Vng, ng ri y. R: Anh c th cho em xin s in thoi ca anh c khng ? G: S ca ti l 0972112598 R: Rt cm n anh. Em s chuyn tin nhn ca anh n ng Jame Betty ngay khi ng y v cho anh . G: Rt cm n c. R: D cho anh. Chc anh c 1 ngy lm vic vui v./.

TAKING MESSAGE FOR IN HOUSE GUEST BY TELEPHONE


R: Good morning. Villa Hue hotel. Thanh Hoa speaking. How may I help you? G: Good moring. I want to spe to Mr John Smith. R: Certainly, sir. Do you know his room numer? G: Yes. Room 204. R: May I know who the calling, sir? / May I tell him who the calling, sir? G: Yes. This is Bon. R: Just a momend, sir. Ill connect you immediately. G: Ok. R: Thank you waiting, sir. Im sorru but no one picks up the phone. G: Oh. That the so bad. R: Would you like to leave a message for him, sir? G: Yes. Tell him to call me at 023478. When he returns. R: Yes. You want him to call you at 023478. Am I right? G: Yes. That right. R: May I know your company and phone number? G: Yes. Its ABC company and phone number is 0543.867.543 R: Mr Bon. Let me confirm your message. You want Mr Jame Betty to call you when he ruturns at 023478. Your company is ABC phone number is 0543.867.453. Am i right? G: Yes. Thats all right. R: Mr Bon. Ill send your message to him assoon as he returns the hotel. G: Yes. Thank you very much. R: Is there anything else I can do for you? G: No. Nothing. R: Thank you for calling, sir. Have a good day. Good bye./.

X L T BN N TI NH HNG CHO KHCH ANG LU TR


R: Good morning, front desk. How may I help you? G: Xin cho ch! Ti mun t bn n trong nh hng. R: D vng! Anh c th cho em bit tn anh l g c khng ? G: Ti l John Smith. R: D! Anh John Smith, anh phng 405 c phi vy khng ? G: Vng! R: D c phi anh mun t bn n trong nh hng ca khch sn phi khng ? G: Vng. R: Anh lm n cho em bit, anh mun t loi tic g c khng ? G: Tic gia nh c ! R: Anh c th cho em bit l tic dnh cho bao nhiu ngi khng ? G: 5 ngi. R: C bao nhiu ngi ln v bao nhiu tr con ? G: Gm 2 ngi ln v 3 tr con. R: D! Nh hng chng em phc v t 7h sng n 9h30 ti mi ngy, anh c th cho em bit anh mun t tic vo thi gian no khng ? G: 7h ti nay c . R: D vng! Tc l 7h ngy 17/09/2012, c phi vy khng ? G: Vng! R: Khch sn chng em c 2 loi nh hng l nh hng cnh b sng v nh hng nm trn tng 2. Anh c th cho em bit anh mun chn loi nh hng no ? G: Nh hng b sng i c. R: D, anh mun t loi bn no tha anh? G: Bn trn i c.

R: Nh hng c 2 loi thc n l thc n c nh v thc n t chn mn, anh mun chn loi thc n no ? G: Thc n t chn mn c . R: Nh hng t gi tt c cc loi mn n trn thc n, anh c th n chn mn v ln thc n c khng ? G: Vng! R: Ngoi ra, nh hng cn c mt s chnh sch khuyn mi cho khch hng khi t bn n nh: hoa, khn lnh v phn trang tr chng ti s lm nu nh khch hng c yu cu. G:Vng. R: Anh lm n cho em bit ai l ngi s thanh ton ha n ? G: L ti. R: Anh s thanh ton khi tr phng hay sau khi n ? G: Sau khi n. R: V bng phng thc no ? G: Bng tin mt. R: Anh c cn em gip g na khng ? G: Khng cn na u. R: By gi em s nhc li ton b thng tin ca anh ! Anh John Smith, anh phng 405. Anh t tic cho gia nh anh gm 5 ngi gm 2 ngi ln v 3 tr em lc 7h ti hm nay bn nh hng b sng vi thc n t chn mn v anh s l ngi thanh ton bng tin mt ngay sau khi dng ba. Anh chn kiu bn trn. Tt c thng tin y v chnh xch khng ? G: ng ri c. R: D cm n anh. Xin cho anh v hn gp li. G: Cho c. Note: Gi lien h n b phn nh hng./.

HANDLING BOOKING A TABLE AT THE RESTAURANT FOR IN HOUSE GUEST X L DCH V K GI TI SN CHO KHCH ANG LU TR
R: Good morning, sir. How may I help you? G: Cho c! Ti mun gi 1 s ti sn. R: D, anh lm n c th cho em bit tn v s phng c khng ? G: Ti l John Smith phng 405. R: D vng ! Anh mun gi ti sn ca mnh phi khng ? G: Vng. R: Tha anh. Khch sn chng em c 2 phng thc gi ti sn l gi ti sn ti quy l tn v gi ti sn ti phng khch. Anh mun chn phng thc no ? G: Ti mun gi ti quy l tn. 4: D xin gii thiu vi anh y l hc ng ti sn ca kt an ton, anh c th ti sn ca anh vo y nhng trc khi anh c th cho em bit anh mun gi loi ti sn g ? G: Ti mun gi 1 t tin, v my bay v 1 s giy t quan trng. 5: Anh kim tra k cha ? V xin mi anh t ti sn ca anh vo hc kt an ton Khch vo. R: Xin mi anh qua bn ny. Xin gii thiu vi anh y l h thng kt an ton ca khch sn v anh c th t hc kt an ton vo ny. V y l cha kha ca kt an ton. Em xin gi anh 1 cha v xin mi anh cng em kha kt an ton li. Xin mi anh qua quy l tn cng em lm th tc. + D,anh tn l John Smith, anh phng 405, kt an ton ca anh l s 205. Anh t phng vo ngy 17/9/2012 v tr phng vo ngy 21/9/2012. Anh gi ti sn ti quy l tn vo 8h sng ngy 17/9/2012. Xin mi anh k vo y gip em. +D cm n anh. V by gi em s ghi 1 phiu bin nhn khc cho anh . + Xin anh hy gi cn thn t phiu v cha kha ca kt an ton. Khi anh mun ly li ti sn, anh hy cm t phiu v cha kha kt an ton xung quy l tn. Chng em s hon tr ti sn cho anh. R: Em c th gip g cho anh na khng ? G: D ht ri c. Cm n c.

R: D cm n anh. Chc anh c 1 k ngh vui v ti khch sn./.

NOTE: Phiu th 2 ch ghi tn v s phng cn khng ghi ngy nhn v tr phng. Khng yu cu khch
k khi no khch tr phng mnh yu cu khch k vo i chiu gia hai ch k. Nu c nghi ng th hi thm khch sinh ngy my hoc khch gi ti sn khi no?..

KHCH LY LI TI SN
R: Good morning, sir. How may I help you? G: Cho c. Ti mun ly li ti sn ca ti c c khng ? R: D nhin ri tha anh. Anh c th cho em mn giy bin nhn ca anh c khng ? + D vng, anh John Smith, anh phng 405. Anh c th cho em bit anh t phng v tr phng vo ngy no c khng ? G: Ti t phng vo ngy 17/9/2012 v tr phng vo ngy 21/9/2012. R: D cm n anh. Anh c th k vo y gip em c khng ? i chiu gia 2 ch k ca 2 t bin nhn. R: D rt cm n anh. Xin anh theo em i li ny. Nhn vin v khch hng cng ly cha kha m kt ly ti sn ra. R: Anh hy kim tra li s ti sn ca mnh c ng khng ? G: ri c. Cm n c. R: Cm n qu khch s dng dch v. Xin cho v hn gp li qu khch./.

GI QUA PHONG BAO


4: D xin gii thiu vi anh y l phong bao ct gi ti sn. Anh hy kim tra k ti sn ca mnh v b vo phong bao gip em. 5: Cm n anh. Xin mi k vo ng gip lai ny gip em v by gi em s lm bin nhn k gi ti sn cho anh.

HANDLING USE OF SAFE DEPOSITE BOX FOR IN HOUSE GUEST


R: Good morning, sir. How may I help you? G: Good morning. I want to keep my valuables. R: Certainly, sir. May I please have your name and your room number? G: Yes. My name is John Smith in rom 204. R: What kind of the property would you like to keep, sir? G: Money us dollars R: Can you show me your money sir? G: Yes. Here it is. R: Mr Smith. In case of the key lost the key. You have to pay 100USD to change another look. Am I clear? G: Yes. I know. R: Would you please fill in the use of safe deposit box form. G: Yes. Ill do that. R: May I ask you to pack and seal the property, sir? G: Ok. R: Mr Smith. This safe box has 2 keys. One will be give to you and the other is kept by the hotel staff. The box is only opened when the both keys are used. Am I clear? G: Yes. I see. R: Would you like please sign in this form? G: Ok. R: Thank you. Here is your key and the form. G: Ok. Thank. R: Is there anything else I can do for you? G: No. Nothing. R: Thank you for using our service. Enjoy your stay. Goog bye. G: Thank you. Good bye./.

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