酒店英语各位小伙伴们，
大家好，
我是龚老师。
清明小假期就这样悄无声息地结束了，
明天又要开始上班了，
全国大多数地方都要连上六天，
但是海南部分市县，
只需要上4天就又要放假了喔！
你知道为什么吗？
知道答案的小伙伴，
快留言分享吧！
让别人也来羡慕一下你们。
言归正传，今天是周六，咱们来复习一下这周前3天的学习内容。
一、寄送快递服务流程
我们先从酒店礼宾部帮客人处理快递服务的流程开始。
首先，当我们得知客人要**寄快递**后，我们要向客人了解寄送的目的地、物品性质、大小和重量等信息。然后，给客人介绍我们提供的快递服务和价格，让他们明明白白消费。
接下来，为了安全起见，我们需要核对客人的身份信息，然后检查快递物品，确保不违反任何规定。如果客人需要，我们还要帮忙包装好，保证物品在运输过程中安全无误。
填写快递单也是我们的服务之一，得确保所有信息都准确无误，尤其是收件人的信息。算好费用后，我们会告诉客人总金额，并告诉客人如何从快递平台获取发票。
有时候，当我们明确快递费用时，客人可能已经离开了，我们就可以提前加客人微信，等快递费用确定了再通知他们，当然也可以问客人是否需要货到付款。
最后，快递寄出去后，我们会把快递单号告诉客人，他们就可以在线跟踪包裹了。如果有需要，我们还会主动提供快递跟踪服务，确保客人的包裹安全到达。通过上述一系列周到的服务，我们能让客人在快递这方面省心省力，也能提升我们酒店的服务质量和客户满意度。
为帮助大家检测学习的效果，龚老师仍然提供了5个单项选择题倒杯茶大家自测。
1. What is the first step when a guest come to the concierge with a package?
A. Verify the guest's identity.
B. Ask if the guest needs to send a package.
C. Inspect the items to be sent.
D. Fill out the shipping form.
Answer: B
Explanation: The initial step is to inquire whether the guest needs to send a package, as mentioned in the article.
2. What information should be provided by the guest when sending a package?
A. Only the destination.
B. The nature, size, and weight of the items.
C. The package's color and shape.
D. The recipient's phone number.
Answer: B
Explanation: The guest is asked to provide details about the shipment, including the destination, nature of the items, size, and weight.
3. What is the term used to describe a**快递服务 that emphasizes speed and efficiency?**
A. Delivery Service.
B. Parcel Delivery.
C. Express Service.
D. Shipping Service.
Answer: C
Explanation: The term "Express Service" is used to highlight the fast and efficient nature of the courier service.
4. How can the hotel assist a guest with their package before it is picked up by the courier?
A. By providing a discount on the courier service.
B. By inspecting the items for legal compliance and packaging them securely.
C. By offering different courier options and their prices.
D. By filling out the shipping form on behalf of the guest.
Answer: B
Explanation: The hotel checks the items to ensure they comply with regulations and assists with packing to ensure safety during transit.
5. What does "payment upon delivery" mean in the context of courier services?
A. The guest pays for the courier service at the time of delivery.
B. The courier pays the guest for the items being sent.
C. The hotel pays for the courier service on behalf of the guest.
D. The courier service is free of charge.
Answer: A
Explanation: "Payment upon delivery" refers to a service where the recipient of the package pays for the shipping costs at the time of delivery.
二、升级房间服务流程**
接下来，我们再来回顾酒店客房升级服务的流程和一些实用的英语表达。
首先，前台或GRO在客人入住时，要主动询问客人有没有特别的需求，比如对房间的楼层、朝向或者床型有没有偏好。
了解这些信息后，我们可以根据客人的历史记录推荐合适的房型。
为了增加酒店收益，我们可以适当地进行促销，询问客人是否有意愿付费升级房间，
我们要清楚地向客人解释房间升级的政策，包括可能产生的额外费用和升级的条件，确保客人完全理解。
然后，我们会检查系统中的房态，看看有没有符合客人需求的房间可供升级。
如果房间升级可行，我们会向客人介绍不同房型的特点，比如房间的大小、设施和景观等。根据客人的预算和需求，我们会提供几个升级选项供他们选择。
一旦客人决定了升级，我们会在系统中更新预订信息，并告知客人额外的费用。
客人确认后，我们会为他们提供升级后的房卡和酒店地图，确保他们能顺利找到新房间。
最后，我们会通知相关部门房间升级的情况，确保客人入住时一切就绪。在整个过程中，我们会收集客人的反馈，不断改进我们的服务，让每位客人都能感受到我们的专业和贴心。
基于龚老师分享的 升级房间的服务流程 及常用英语，你仍然可以通过以下5个选择题来进行自测：
1. What is the first step in the room upgrade process for hotel guests?
A. Confirming the guest's identity.
B. Actively asking the guest about their preferences.
C. Checking the room availability.
D. Explaining the hotel's upgrade policy.
Answer: B
Explanation: The first step involves actively asking the guest about their specific preferences, such as floor level, room orientation, or bed type.
2. How can the hotel staff suggest a room upgrade to a guest?
A. Based on the guest's room number.
B. According to the guest's membership status.
C. By referring to the guest's past preferences.
D. Randomly among all guests.
Answer: C
Explanation: Staff can suggest a room upgrade by drawing from the guest's past preferences in the customer history archive.
3. What is the term used in the hotel industry to describe a room's direction or view?
A. Room orientation.
B. Room location.
C. Room position.
D. Room facing.
Answer: A and D
Explanation: Both "room orientation" and "room facing" are terms used to describe the direction a room is facing or the view it offers.
4. What does the hotel staff do after a guest agrees to a room upgrade?
A. They change the bed linen.
B. They update the reservation in the system.
C. They offer a discount on dining services.
D. They provide a map of the hotel.
Answer: B
Explanation: After the guest confirms the upgrade, the staff updates the reservation in the system to ensure the accuracy of subsequent services.
5. How does the hotel collect feedback on the room upgrade service?
A. Through in-person interviews with guests.
B. By sending a letter to the guest's address.
C. Using an online survey or mobile app.
D. By asking guests to fill out a paper form.
Answer: C
Explanation: The hotel collects feedback on the room upgrade service through online surveys or mobile applications during or before the guest's stay.
三、办理续住服务流程
最后，我们再来一起看看酒店前台员工在为客人办理续住时的服务流程。
首先，员工要用热情的问候迎接客人，感谢他们继续选择我们酒店，这是给客人留下良好第一印象的关键。
接着，要询问客人打算续住几天，以便我们提供最合适的服务。
在确认客人想要续住的天数后，我们要查看实时房态，确保有足够的房间满足客人的需求。然后，征求客人的意见，确认房型和房号是否需要变动，并及时与客人沟通调整。
接下来，我们要在系统中更新客人的续住信息，包括新的离店日期等，确保我们的记录是最新的。
费用方面，我们要核算续住的费用，并向客人说明费用明细，接受现金、信用卡等支付方式。此外，还可以向客人推荐酒店的其他服务或设施，如SPA、餐厅等，让客人更好地享受我们的服务。
最后，在办理完续住手续后，我们要礼貌地送别客人，并再次感谢他们的信任和支持。同样的，为了帮助大家检测学习效果，看看下面5个单项选择题，你是否都能自信地找到答案？
1. What is the first step in the hotel's service process for guests wishing to extend their stay?
A. Verifying the room type and number.
B. Greeting the guest warmly and confirming their intention to stay longer.
C. Updating the guest's information in the system.
D. Calculating the additional charges for the extended stay.
Answer: B
Explanation: The initial step involves warmly greeting the guest and confirming their intention to extend their stay, as this helps establish a good first impression and determines the guest's needs.
2. Which phrase can be used to express a guest's desire to stay in the hotel for additional days?
A. "Extend one's stay"
B. "Check-in again"
C. "Change rooms"
D. "Book a new reservation"
Answer: A
Explanation: The phrase "Extend one's stay" is a direct and commonly used expression to indicate that a guest wishes to continue their stay in the hotel for more days.
3. What does the term "rollover stay" imply in the context of hotel services?
A. A stay that is automatically extended without any action from the guest.
B. A stay that requires the guest to check out and then check back in.
C. A stay that involves changing to a different room.
D. A stay that is interrupted by other guests.
Answer: A
Explanation: "Rollover stay" is used to describe a situation where a guest's stay is automatically extended, especially when the guest has not informed the hotel about their departure.
4. What should the front desk staff do after confirming the guest's desire to extend their stay?
A. Immediately issue a new room key.
B. Check the room availability to ensure there are rooms available for the extended stay.
C. Offer additional services such as spa or dining options.
D. Calculate the total cost for the extended stay.
Answer: B
Explanation: After confirming the guest's intention to extend their stay, the front desk staff should check the room availability to ensure that there are sufficient rooms available to accommodate the guest's request.
5. How should the front desk staff handle the situation if the guest's preferred room type is not available for the extended stay?
A. Offer the guest a different room type without informing them of the change.
B. Apologize to the guest and offer alternative room options.
C. Suggest the guest shorten their extended stay.
D. Charge the guest a higher rate for the extended stay.
Answer: B
Explanation: If the guest's preferred room type is not available, the front desk staff should apologize and offer alternative room options, ensuring that the guest is informed and their needs are met as closely as possible.
好了，今天的内容就到这里了，
希望这些测试题目能帮助你更好地理解各项服务流程，
帮助你向客人提供更优质的服务，提高客人的满意度。
如果大家有任何问题或建议，
欢迎留言交流。
我是龚老师，
我们下次再见！
