么Р说什么Р要求标准Р1.问候接应Р问候宾客Р主动从应接员处接应宾客行李Р您好,先生/小姐,欢迎光临,请问有什么可以帮您得吗?我来帮您拿行李!РGoodmorning/afternoon/evening Sir/Madame, How may I help you? let me take the luggage for you Р表情与动作自然,声音适中Р如果是熟客或VIP,要直接称呼客人的姓氏Р2.指引跟随Р2-1大堂引导Р2-2 等待Р2-3 协助Р指引宾客向前台区域办理入住手续并紧跟宾客Р手拿行李(有行李车时放置于左边)等待宾客办理手续Р协助总台帮助宾客办理入住手续Р先生/小姐,请走这边办理入住手续Sir/madame this way please for the Check-inРX先生/小姐,这边请到收银继续办理РMr/Ms X, please continue to finish the check in at cashier, thanksР以手势指引宾客,跟在宾客身后,保持两步距离Р仪容仪表端庄整洁,腰杆挺直双手交错自然垂放在腹部前Р无论宾客有无行李Р主动,礼貌,双手接物送物Р3.完成Р3-1有行李时Р3-2 无行李时Р3-3 介绍Р带领宾客到客房Р把行李放置在行李架上Р指引宾客Р简单介绍客房设施和服务Р先生/小姐,请走这边上房间!РSir/Madame, this way for going up to the roomРX先生/小姐,您的房间在XX层,这是您的房号,电梯这边请РMr/Ms X your room is on the XX floor and this is your room number,here is the lift,thanksР从前台接待员处接过房卡Р注意电梯礼仪Р行李小心轻放Р不得大声说出房间号码,只可手指房号Р简洁,明了