1.

Early C/i
Excuse me sir/madam, hotel check in time is 12:00, we’ll try to arrange your room according to hotel availability, but
additional room charge will be charged, half day of room charge before 12:00 and whole day of room charge before 08:00.
Thank you for your understanding.
您好 先生/女士，酒店入住办理时间为中午 12:00，现在我们会根据酒店入住情况酌情给您安排，因此需要额外收取
房费，早 8:00 之前为全天，中午 12:00 之前为半日。感谢您的理解和支持。
2. Late C/O
Excuse me sir/madam, hotel check out time is 12:00, we’ll try to keep your room until 14:00 according to hotel availability,
but additional charge will apply after 14:00, half day of room charge before 18:00, after 18:00 the one more day will be
charged. Thank you for your understanding.
您好 先生/女士，酒店退房时间为中午 12:00，但我们会根据酒店入住情况酌情为您安排至 14:00 延迟退房。14:00
之后会收取延迟退房费用，18:00 之前为半日，18:00 之后为全天。感谢您的理解和支持。
3. M&C Enrolment
Excuse me sir/madam, I would like to invite you to join our membership of M&C. We just need one of your business card if
possible and the invitation letter will be send to your in-box by email. And the memberships will become effective after
activated online.
您好 先生/女士， 我诚恳的邀请您加入我们千禧国敦酒店集团。如果可以的话可否留下您的一张名片便可加入会员。
之后会发送电子邮件到您的邮箱里，查收后在线激活便可加入。
4. GSM Collection
Excuse me sir/madam, may I take some of your time to complete our guest survey form? Because all of your experiences
during the stay are very value to us for improve our service quality.
您好 先生/女士， 是否可以占用您的一点时间完成一下客人意见反馈调查函？您的入住体验对我们时非常可贵的，
以便在日后我们提高服务的质量。
5. Up-Selling
……. sir/madam, the breakfast was not included with the room you’ve booked. The breakfast price is RMB227 per person.
So I would like to recommend you our club room which will be include maximum 2 breakfast, afternoon tea and evening
cocktails. You only need to pay RMB300plus daily for extra to enjoy all of those and many more benefits. So….should I
arrange a club room with good view for you now….?
…… 先生/女士， 您所预定的房间费用并没有包含早餐费用。由于单人早餐费用为 227 ，因此建议您入住我们的行政
楼层房间最多可以包含两人免费早餐，下午茶和鸡尾酒。您只需多付 300 元人民币便可享受所有行政待遇。那么…
我是否可以为您安排一个舒适的房间呢？
6. Dispute Bill
Guest: What does this RMB300 for? I don’t really think it is correct~
GSA: Excuse me Sir/Madam, let me check it again…..Ok Sir/Madam, sorry to kept you waiting, This RMB300 was the
consumption from lobby bar last night, and here is the bill in detail with your signature. Should I put it on the bill?
Guest: Oh…..sorry I forgot it, ok I’ll pay it….

GSA: Ok Sir/Madam, sorry for the inconvenience, and could I have your signature on the bottom if everything correct?

客人：这 300 人民币费用是什么？我感觉好像有些问题。

员工：您好 先生/女士，请让我帮您再确认一下… 先生/女士， 不好意思让您久等了，这 300 元人民币是昨晚大
堂酒吧的消费，并且这里有您的签字。我是否可以把它放回账单里呢？

客人：噢…… 对不起我忘记了，我现在就付…..

员工：好的 先生/女士，不好意思给您添麻烦了，如果没有其他问题您是否可以再下面签字确认。

7. Check In

Good Morning/Afternoon/Evening, welcome to Grand Millennium Hotel, how may I assist you?

Would you please show me your passport?

We do have your reservation, Mr./Mrs./Miss XXX

Mr./Mrs./Miss XXX, you have reserved (Room Type) with (Bed Type), would you like to have smoking or non smoking room?

May I confirm your departure date and departure time? (If guest checks in after 21:00 pm, please inquire if needs the
wakeup call in the following day.) Mr./Mrs./Miss XXX, shall we arrange the wake up for you?

Yes: What time would you like to be waked up? Yes. Mr./Mrs./Miss XXX, your wake up time is XXX, is it correct? (then
inform one touch and make records)

Here is your registration card; would you review the detail please? Mr./Mrs./Miss XXX, here is your room rate (Point out the
rate on the RC don’t read it out), it will apply for 15% of service charge per night, one / two buffet breakfast will be included
daily. If everything is correct, would you sign at the bottom please?

How would you like to guarantee the charges Mr./Mrs./Miss XXX, by credit card or by cash?

Are you a membership of any frequent flyer program or our M&C member ship?

Yes: Would you mind to show me your membership card to ensure we will credit the points in the correct account?

No: I would like to invite you to join our membership of M&C. We just need one of your business card if possible and the
invitation letter will be send to your in-box by email. And the memberships will become effective after activated online.

Your luggage will be brought up to your room momentarily.

(FO goes out the counter and approach to guest out of counter) Mr./Mrs./Miss XXX, this is your room number (Point out the
room number on the key holder don’t read it out),room in the XXX floor, I would like to show you to the room.

(FO introduces the CBD and operation hour on the way to the elevator, then assist guest to activate the elevator with
explanation.)

Mr./Mrs./Miss XXX, the CBD café is over there, the breakfast will be served from 6:30 am till 10:30 am / 11:00 am in the
weekdays / weekend day.

Mr./Mrs./Miss XXX, please insert your room key to activate the elevator, allow me to show you how to use it.

My name is XXX, please let me know with anything that I might be assistance of, enjoy your stay with us.

早上好/下午好/晚上好， 欢迎光临千禧大酒店，可否出示你一下您的证件？
我有找到您的预订，先生/女士/小姐，您的预订是（房型）和（大床或双床），请问您是否吸烟？

我是否可以确认一下您的离店时间？如果客人在晚上九点后入住，要询问客人是否需要订叫早服务， 如果需要前
台要为客人预订并做好记录。

请问您需要订几点的叫早，好的，您的叫早时间是 XXX， 对吗？

先生/女士/小姐， 这是您的房价（用手指向登记单的房价所在处告知客人），另有 15%的服务费。房间是包含一位

/两位的免费自助早餐的。这是您的登记卡，请你仔细阅读一下细节，如果没有问题请在下面签字。

您希望如何支付房价费用呢，是信用卡还是现金？

请问您是我们的会员吗？

是：可以出示一下您的会员卡吗以便我们积分到正确的账号。

不是：我诚恳的邀请您加入我们千禧国敦酒店集团。如果可以的话可否留下您的一张名片便可加入会员。之后会发
送电子邮件到您的邮箱里，

您的行李会马上送到房间。

先生/女士/小姐，这是您的房间号（用手在房卡皮上指出房号，不要讲出房号）， 房间在 XXX 层, 现在我会带您到

电梯。

前面就是我们的 CBD 咖啡厅，早餐时间是从 6:30AM 到 10:30AM, 周末会到 11:00AM, 出入电梯需要您刷房卡。

我是…… ， 如您有任何需要帮助的请让我知晓，祝您入住愉快。

8. Check Out

Good Morning/Afternoon/Evening, Mr./Mrs./Miss XXX.

How was your stay with us, Mr./Mrs./Miss XXX?

Thanks Mr./Mrs./Miss XXX, we appreciated your comment.

Did you use anything from the mini bar last night?

Mr./Mrs./Miss XXX, did you empty in room safe box?

Mr./Mrs./Miss XXX, here is your expenses during your stay, if it is correct, can I have your signature on the bottom please?

Would you like to settle the balance with the same credit card that you present upon check in?

We have released the authorization that we took; can I have your signature for the credit card voucher please?

Mr./Mrs./Miss XXX, may I take some of your time to complete our guest survey form? Because all of your experiences
during the stay are very value to us for improve our service quality.

Mr./Mrs./Miss XXX, when would you come back recently? Shall I make the reservation for you?

Mr./Mrs./Miss XXX, here is your billing ( which should be put in the envelope with credit card voucher or invoice, FO should
go out the count and approach guest outside of the counter)
Mr./Mrs./Miss XXX, please allow us to place your luggage in the car?

Thanks for staying with us and have a nice trip.

早上好/下午好/晚上好，先生/女士/小姐.

先生/女士/小姐， 您在酒店住的是否愉快？

谢谢您，先生/女士/小姐. 非常感激您的宝贵意见。

请问您昨晚是否用过房间迷你酒吧的酒水？

先生/女士/小姐. 您房间的保险箱是否检查过？

先生/女士/小姐. 这是您入住期间的消费，如没有疑问，可否在下面签字？

您是否要用办理入住时的同一张信用卡结账?

我们会取消您之前的预授权，可否请您在卡单上签字？

是否可以占用您的一点时间完成一下客人意见反馈调查函？您的入住体验对我们时非常可贵的，以便在日后我们提
高服务的质量。

先生/女士/小姐, 这是您的账单（要与卡单和发票一同放在信封中，同时前台应走出台子来到客人面前，双手奉上）

先生/女士/小姐， 请问您最近什么时间会再次回来呢？需要我帮您做好预订吗？

先生/女士/小姐， 能否让我把您的行李放到车上？

感谢您入住千禧酒店祝您旅途愉快。

9. Room Not Ready

Excuse me Sir/Madam, since hotel running high occupancy last night. So the deluxe room you booked with king size bed is
not ready at the moment. I already informed HSKP to clean your room first, the room will be ready very soon, so could you
please wait at the lobby bar and I’ll bring the room key to you once the room ready. Sorry for the inconvenience.

Otherwise, I also would like to recommend you our Millennium Suite which is located with good view and much bigger than
deluxe room……..

您好 先生/女士，由于酒店昨晚入住率很高，因此您订的豪华大床房现在没有打扫干净，我已经通知客房尽快问您
打扫，请你在大堂稍等片刻，待房间干净后我会把房间钥匙给您送过去。很抱歉，给您带来了不便。

10. Room Type Not Available

Excuse me Sir/Madam, I’m sorry to tell you that the superior room you booked with king size bed is not available tonight.
Because we are fully booked and all of the superior king bed rooms were sold out tonight. Due to all the booking without
guaranteed will be automatically cancelled, so do you mind if I find another very good superior room with twin beds for
you? Sorry for the inconvenience and thank you for your understanding.

Otherwise, I would like to recommend you our Millennium Suite which is with king size bed and much bigger than superior
room……..
您好 先生/女士，十分抱歉您订的普通大床房间今晚已经没有了，因为普通大床房间已经今晚已卖完，并且由于此
预订是非担保预订已经被自动取消，你是否介意给您安排一个不错的两张床的标准间？由此给您带来的不便深表歉
意，请您理解。

另外，我建议您考虑一下我们的千禧套房，此房型是大床并且比普通房型大很多……

11. Compensation

We’re fully understood that dyed carpet with red wine also brought you so much trouble and nobody means to do it. But
we really need to repair this part of carpet after you check out. So as hotel policy, we need to charge you the cost and
handling fee as appropriate. Hope you can understand and sorry to brings you the inconvenience.

我们完全理解地毯被红酒污染是谁也不愿发生的，但是您退房后我们需要对它进行修补。因此，我们需要收取您相
应的费用，希望您能理解，抱歉给您带来的麻烦和不便。

12. Fake Money

We’re understood your anxious mood Sir/Madam. But first of all we need to explain that all the money we offered to the
guest were all from “Bank Of China” as hotel policy. As the matter of safe side and in order to protect guest profit, before
we give the money to the guest, all the currency will be double counted with the guest on the counter after checked with
money detector. And have you been to anywhere else such as market or restaurant? Maybe I can help you to find some
other clues through this……

我们完全了解您的焦急心情先生/女士。但是首先要向您声明酒店所以的现金都是从“中国银行”领取。并且为了保
护客人的权益，我们在给客人现金时会对此进行两次确认，并由验钞机清点后交付与客人。请问您是否有去过市场
或饭店等地方？或许我能帮您找一下其他线索。

13. Room Key Doesn’t Works

Guest: I couldn’t open my room with the key…

GSA: …..Sorry, Sir/Madam, may I have your room number?

Guest: It’s 501

GSA: (After verified the key with VingCard reader to confirmed room number) May I have your name Sir/Madam?

Guest: Pat Smith

GSA: (After confirmed the guest name and birthday or etc in PMS) Mr. Smith, I already made a new key for you, sorry for
the trouble and don’t put the key with the cell phone. Thank you. And do you need our bellboy to escort you to the
room?......

客人：我的房卡无法开门了…

员工：…… 很抱歉，先生/女士，您可否告诉我您的房间号码？

客人：501 房间

员工：（经过读取 VingCard 系统确认钥匙的房号）请问先生/女士，您怎么称呼？

客人：Pat Smith

员工：（在 PMS 系统中确认客人姓名及出生日期）史密斯先生，我已经做了一张新的房卡给您，不好意思给你带来

的不便，请您不要把它与手机放一起。谢谢您的合作。可否让行李员带您回房间？
14. Room change

Guest: Can you find a non-smoking room for me? Because my room smells really bad....

GSA: Sorry for inconvenience, Sir/Madam. Let me check if we have any non-smoking room available at the moment........Yes,
how about #1001 which is non-smoking room on the 10 th floor?

Guest: That will be great~

GSA: May I have your room number?

Guest: #501

GSA: Mr. Smith, How many pieces of luggage have you got?

Guest: 2 Big 1 handbag

GSA: Ok, Mr.Smith, Could you please go back to your room and our bellboy will go upstairs to help you after 15 mins. And
your preference already noted in your profile, the non-smoking room will be arranged for your next visit~

客人：你能否给我一间非吸烟房间？我现在的房间的烟味很重…

员工：对不起，给您添麻烦了，先生/女士。请允许我现在为您找一间非吸烟的房间… 太 好了，现在
有一间 10 层的 1001 房间不知您是否中意？

客人：太棒了！

员工：请问您现在的房号是多少？

客人：501 房间

员工：史密斯先生，请问您有多少行李？

客人：两个大的，1 个手提袋。

员工：好的，史密斯先生，请你先回房间一下，行李员会再 15 分钟后到您房间。另外，您的房间喜好已经输入到电
脑系统当中，以备您下次入住。

15. Internet Problem

Guest: I couldn't get connection with hotel wifi.

GSA: Ok Sir/Madam, in case the weak signal, we prepared some routers. I'll inform HSKP to send it to your room, and you
can just dial ext "0" for the operator if the problem still cannot solve

客人：我无法连接到酒店的无线网络。

员工：好的，先生/女士，若是信号弱的话我们会为您准备无线路由器。我已经通知客房送到您的房间，如果仍无法
解决请拨酒店总机“0”，将进一步为您解决。