餐饮酒店前台接待培训
餐饮前台是餐饮门店中最早接触顾客群体的职务之一，其一言一行，待客方式方法将直接影响客人在进入酒店后的接触酒店服务的第一反应，所以一个酒店好的餐饮前台接待是非常重要的。
餐饮前台接待培训主要是从以下几个方面培训：
1、 订餐培训：当顾客通过走访上门订餐和电话订餐时，前台接待应做好以下几个方面工作：
A、要用笔详细记录客人的联系电话，单位名称。
B、 详细记录客人的人数以及到客时间。
C、 要耐心仔细的询问客户有无特殊要求，是吃标准餐还是点菜。
2、 电话订餐操作程序：
A、在电话响3声之内必须接听电话，这样能使客人感受到贵餐厅的服务效率。
B、 接听电话时姿态要端正，不能倚物或玩弄文具用品，因为姿态不端正和玩弄物品会影响你讲话的语速和讲话的精神状态。
C、 不能拿起电话后忙手头活，若不想让对方听到谈话内容，应捂住话筒。
D、接听电话时，第一句话应说：您好！XXXX餐厅（酒店），不能说：喂！您好，这是不礼貌和不重视客人的表现。
E、 接听电话时要主动问候对方，介绍餐厅和回答客人咨询时声音要欢悦，吐字要清晰，语调要轻松自然。
3、 订餐程序（电话订餐）：
A、您好！XXXX餐厅（酒店），请问有什么能帮您的？当客人提出要求后；
B、 请问您几位客人；
C、 请问您的单位名称怎么写，如没听清楚客人所说单位名称，可在次讯问：“不好意思，能否在重新叙述一下请问您的单位名称”；
D、请您留下联系电话好吗？
E、 请问您是吃标准套餐还是点菜；
F、 请问您是否有特殊要求（有没有特殊的客人需要特别关照；
G、今天中午（晚上）几点到？
H、欢迎您的光临，再见。
在通完电话后，接电话者需要把所有内容都登记在（宴会预定表）上，在预订员栏目内签字，特殊要求应注明（如客人指定房间，准备酒水，菜品等）。 订餐注意事项：当面预定的房间无特别理由不可以更换（根据本企业制度来），在订餐本上要注明预定信息，对于预先点菜的客人要收取定金。
接待访客服务：
1、访客到来时，因做好详细记录（客人人数，包厢，主客人的名字），并准确为客人提供服务。
2、接待客人时，接待员因标准站立，面带微笑，45°鞠躬，使用礼貌用语：“欢迎光临XXX餐厅（酒店）”，而后接待员应站在客人的左边位置，呈45°角站立，右手五指并拢，接待人员应与客人保持1.5公尺左右的距离。微笑指引顾客到指定包厢或餐台。
送客服务：
1、当看到客人准备离店时，应提前用眼神换用客人，并主动为客人开门；
2、客人离开时，接待员因标准站立，面带微笑，45°鞠躬，并也使用礼貌用语：“谢谢光临，请慢走”。
第二篇：酒店前台接待英文培训
C/I
Dialogue A
A：Good morning, sir.Welcome to Dragonlake Princess Hotel.Can I help you?
早上好，先生，欢迎来到九龙湖公主酒店，请问有什么可以为您效劳？
B：Good morning ! I have a reservation for a single room with a balcony.
早上好，我订了一间有阳台的单人房。
A：May I have your name, sir, please?
请问先生用什么名字预订？
B：Bradley , John Bradley.
Bradley , John Bradley.
A：Just a moment , sir. Let me check the reservation for you. Yes, we have a reservation for a single room with a balcony, May I have you passport?
请稍等先生，让我为您查找。您好先生，已找到您的预订是一间有阳台的单人房，请问
可以借您的护照吗？
B：Yes.Here you are.
当然。
A：Thank you.Mr Bradley .Please sign here and write down your address.
谢谢，MR Bradley，请在这填一下您的住址及签上您的签名。
B：Yes.
好的。
A：Mr Bradlry, how long would you like stay here?
Mr Bradlry,请问您打算住多久？
B：Just one night.
只是一个晚上。
A：Thank you. How would you like to pay the deposit? In cash or credit card?
谢谢！请问押金是给现金或是刷卡呢?
B：Credit card.
信用卡。
A：May I have your credit card .And I will take RMB 1500 for the deposit.It’s that ok?
可以借用您的卡吗？您好先生，请问可以从您的卡上刷RMB1500元作为住房押金吗？ B：Yes.
A：Thank you your credit card. Sir.Please sign for the deposit.
谢谢先生的信用卡，请在卡纸上签名确认。
B：Yes.
好的。
A：Mr Bradley ,Your room number is 6302. It is on the 3rd floor at 6 BLOCK. The daily rate is RMB563 including one breakfast. The breakfast is in Mine cafe on 6th BLOCK. And the breakfast time is 07：00am to 10：00am, you just take the welcome card to have breakfast. This is your room key and I’ll call bell-boy take you to your room.
Mr Bradley，您的房间在6号楼的3楼6302房，每天的房租是RMB563元包含一位早餐，早餐的地点是在6号楼的美茵阁西餐厅，时间是早上七点到十点。明天你只需凭欢迎卡便可以用餐。只是您的房卡，现在行李生会带您到房间。
B：Thank you .
谢谢。
A：I hope you enjoy your stay with us./Enjoy your staying.
希望您住店愉快！
C/O
A：Good morning ,sir. Can I help you ?/ What can I do for you?
早上好，先生，请问有什么可以为您效劳？
B：I would like to check out.
我想退房。
A：May I have your room NO. sir?
先生请问房号是？
B：RM6301.
6301
A：Please wait for moment, I will call housekeeping to check your room . By the way, anything used for the min-bar?
服务员正在为您查房，请稍等！请问先生有用过房间的酒水吗？
B：One coke and one nuts.
一个可乐和腰果。
A：Thank you sir.This is your bill , total is RMB1000.Please check it and sign your signature.How would you like to settle your payment?
谢谢！您好先生这是您的账单，共消费RMB1000，请检查无误后签名确认。请问怎样付费呢？
B：By credit card.
信用卡。
A：May I have your credit card sie?
请问可以借您的信用卡吗？
B：Sure. Here you are .
当然。
A：Thank you sir. Please sign your signature on card from. Do you need inoice for the bill?
谢谢！请在卡纸上签名。请问先生需要#5@p吗？
B：No, thanks.
不用，谢谢！
A：Thank you for your credit card sir. This is your bill and card receipt.
谢谢您的信用卡，这是您的账单及卡纸。
B：Thank you.Bye!
谢谢，再见！
A：Good bye sir. And hope to see you again.
先生慢走，欢迎再次光临！
叫醒服务
G：Good evening！This is Mr Baldwin in room 6303.
晚上好！我是RM6303的Mr Baldwin.
R：Good evening, Mr Baldwin, What can I do for you ?
晚上好，Mr Baldwin,有什么可以为您效劳？
G：I’m going to tianhe early tomorrow morning. So I would like to request an early morning call.
明天早上我要去天河，所以我需要叫醒服务。
R：Yes, Mr Baldwin, at what time would you like us to call you tomorrow morning?
好的，请问您需要几点叫醒？
G：Well, I’m not really sure. But I have to be at the conference room of the Garden Hotel in Tianhe by 10 o’clock. You wouldn’t know how long it takes to drive to Tianhe from the hotel, would you ?
我还不太确定，明天我10点在天河的花园酒店有会议，请问您知道从您的酒店到天河
需要多久吗？ R: I would give it one hour.
大概一个小时。
G: That means that I’ll have to be on the road by 9 o’clock at the latest.
那意思是我九点就要在路上。
R: That’s right.
是的。
G: Well, in that case, l would like you to call me at 6:45 ?
那好，如果这样，请帮我下06：45的叫醒时间。
R: OK. So we will wake you up at 6:45 tomorrow morning ,Anything else in can do for you ?
好的，明天06：45的叫醒服务，请问还有什么可以帮您的吗？
G: No , thanks .
没有了，谢谢。
R: Good night, Mr Baldwin have a good sleep.
晚安MR BALDWIN .
G: Good night.
Sentence part2
1、Welcome to Dragon lake Princess Hotel.
欢迎来到九龙湖公主酒店。
2、I beg you pardon?/ pardon me ?
请重复
3、I am sorry I can’t catch you , could you please speak slowly?
抱歉，我不明白你的意思，请问可以说慢点吗？
4、Wish you have a nice day with us.
希望你能有愉快的一天
5、Thank you for your calling.
感谢您的来电。
6、I am sorry to have kept you waiting.
抱歉让您就等了。
7、How can I get to the 9th block?
请问9号楼怎么走？
*Please go this road straight and you can find the 9th block on your right hand.
沿着这条路一直走，就会发现9号楼在您大的右手边
8、Would you please tell me which room does Mr.Smith stay in?
请问可以告诉MR SMITH 的房号吗？
9、Could you please leave your mobile NO.to us?
请问可以留下您的手机号码吗？
10、May I have your name please?
请问可以告诉我您的名字吗？
11、Turn left first , and then go ahead.
左转然后直走。
12、How can I make a room to room call?
请问怎样在房间拨打其他房间号？
*please dial 3first and the room number.
请在房号前加3
13、What is the opening time Western Restaurant?
西餐厅的营业时间？
*The service time of western restaurant is from 06:00am to 02:00am. 从早上六点到凌晨两点
14、Please hold on and I will transfer or call back later?
请稍后，我为您转接中。
15、Would you like to leave a message or call back later?
请问您要留言或稍后再来电？
16、Where is the western restaurant ?
西餐厅在哪里？
*The western restaurant is on the 1 st floor on 6th block.
西餐厅在六号楼一楼
17、I need a wake up call at 06:00am tomorrow morning.
去需要明天早上六点的叫醒服务。
18、How far from the GZ city to our hotel ?
请问从酒店到广州有多远？
*Is is about 70 kilometers from GZ city to our hotel.
大约70公里
转房
*Can you change the room for me? It’s noisy.
能给我换个房间吗?这儿太吵了。
*My wife was woken up several times by the noisy the baggage elevator made. 我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。
*She said it was too much for her.
她说这使她难以忍受。
*I’m awfully sorry , sir.
非常抱歉，先生。
*I do apologize.
我向您道歉。
*The light in this room is too dim.
这房间里的灯光太暗了。
*please get me a brighter one .
请给我换个亮的。
*The room is too cold for me . I feel rather cold when I sleep.
这房间太冷了，我睡觉时感到很冷。
Dialogue A
A：Good morning, sir. What can I do for you ?
B：I’m in Room 6305.Can you change the room for me ? It’s too noisy . My wife was woken up several times by the noise the baggage elevator made.She said it was too much for her. A：I’m awfully sorry ,sir. I do apologize .Room 6306 is near the elevator . It’s possible that the noise is heard early in the morning when all is quiet.
B：Anyhow, I’d like to change our room.
A：No problem, sir . We will change the room for you right away. Please waiting in the room ,and the bellboy will help you.
B：All right.
Dialogue B
A：Good evening, ma’am. What can I do for you？
B：Yes. The light in this room is too dim. Please get me a brighter one.
A：Certainly, sir. I’ll be call housekeeping go to your room right away.
B：OK. An, yes , the room is too cold for me . I feel rather cold when I sleep. Would you like an extra blanket?
A：Ok, housekeeping will send a blanket for you later . Is there anything else I can do for
you ,sir ?
B：No,thanks.
A：Good night ,ma’am.
Words and Expression
elevator n. 电梯
extra a. 额外的，外加的
blanket n. 羊毛毯，毯子，毛毡
LEAVE A MESSAGE
R：Good evening, sir . What can I do for you ?
G：Would you please tell me Mr.Smith’s room number?
R：How to spell,sir?
G：S-M-I-T-H
R：One moment, please. Could I put you through to Mr.Smith’s room?
G：Yes,would you please tell me his room number?
R：I am sorry, I can not tell you the room number.
G：That is all right.