R：Good afternoon. Madam.Welcome to Grand Park Kunming .May I help you?
下午好，歡迎光臨昆明君樂酒店，請問有什么可以幫到您？
G：Yes, I’d like to check-in, please.我要登記住宿。
R：Certainly, Madam. May I have you name, please?好的，小姐。能告訴我您的姓名嗎？
G：I’m Christine Nolan我叫克莉絲汀?諾蘭。
R：Do you have a reservation, Ms. Nolan?諾蘭小姐，請問您預(yù)定了房間嗎？
G：Yes, from today.是的，預(yù)定了。從今晚開始。
R：OK, Ms. Nolan, please show me your passport. 好的，諾蘭小姐，麻煩您出示一下您的護照。
R：（雙手接客人證件）
R：（掃描客人證件后雙手歸還客人）
R：Just a moment, please. I’ll check our reservation record. （After a while）Thank you for waiting. Ms. Nolan, your reservation is for a business single room for one night, the room rate is ￥800 that including two breakfasts. Is that all right?請稍等，我查一下預(yù)定記錄。（過了一會）讓你久等了，諾蘭小姐，您預(yù)定了一個晚上的商務(wù)單間，房價￥800（房價用手指給客人不要說出報價）,含兩份早餐是嗎？
R：You stay here one day, the deposit is ￥1500,you want pay for credit card or cash?您住一天，押金是￥1500，請問您是刷卡還是付現(xiàn)金呢？
G：By Credit Card.刷卡。
R：OK, Ms. Nolan, please show me your credit card, I’ll brush ￥1500 of per-authorization（預(yù)授權(quán)）as your deposit. Do you have a password of your card?好的，諾蘭小姐請您出示一下您的信用卡，給您刷￥500的預(yù)授權(quán)做您的押金，請問您的卡有密碼嗎？（刷卡前先核實是否為有效的信用卡，有無客人簽名）
G：Yes. 有密碼
R：OK, please input the password. 好的，請您輸一下密碼。
R：（刷卡后雙手將卡還給客人，禮貌的讓客人在POS單上簽名并再次告知刷卡的金額）
R：This is for you to brush a ￥1500 per-authorization, please sign in POS list to confirm.這是給你刷的￥1500的預(yù)授權(quán)，請您在POS單上簽字確認.
R：The breakfast time is from 7:00am to 10:00am at the IAP. Please show your room number before meal. The need for additional breakfast is 98yuan one person.早餐時間是早上7：00-10：00陶樂咖啡廳，請在用餐前報房間號碼，需要額外加早餐是98+15% service charge元一位。
G：OK.好的。
R：Your room number is 1018.Here is your key card. The bellman will take your luggage and show you the way. 您的房間號碼是1018，這是您的房卡。行李生將為您提行李并為您帶路。
G：OK. 好的。
2、Check out
R：Good morning, sir .can I help you? 早上好先生，有什么可以幫到您？
G：Morning .l would like to check out. 早上好，我想辦理退房。
R：Certainly. Can I have your name and room number? 好的！您可以告訴我您的名字和房間號碼嗎？
G：Thomas Dickson in Room 1218 托馬斯.迪克遜 房間號碼是1218.
R：A double room for two nights at 800RMB per/night, the meals that you had at the hotel are 250RMB….Here is your bill please check it. 一間雙人房住兩晚，每晚房費是800元，您在酒店餐廳的消費是250元。。。這是您的賬單請您核對一下。
G： Sorry, l am not clear about this item. 不好意思，我對這項消費表示不理解。
R： Oh. This is for the phone calls you made from your room. 這是您從房間內(nèi)撥打的電話賬單。
G： But I didn’t make any calls. 但是我并沒有撥打任何電話。
R: Oh, just a moment. l’ll check it . l’m terribly sorry sir .we made a mistake.we will deduct it from you bill right away. 請您稍等一下我查一下。非常抱歉，是我們的失誤，我立即從賬單中扣除此項收費。
G: It seems correct now .Can I pay by credit card?現(xiàn)在看起來賬單是正確的了。
R : Yes, Sir. We will cancel your pre-authorization and charge your bill by Credit Card.好的，先生。我們將會取消您之前刷的預(yù)授權(quán)再重新收取您的費用。
G: Yes.好的
R : Have a nice day! We hope to see you again!好的！先生。祝您有愉快的一天，我們期待能再次見到您！
