商场服务总台人员岗位说明书3
商场服务总台人员岗位说明书(三)
岗位职责
服务台是商场对外提供售前、售后服务的窗口,主要负责向顾客提供咨询、商品包装服务、接待顾客投诉(表扬)、处理顾客退换货、售后送货安排、协助收缴条形码费等费用、代售IC电话卡、开具购物发票、促销车的收发、协助接待来宾以及顾客遗留物品的处理等工作;
1、具有良好的口头语言表达能力与沟通、协调能力;
2、熟悉商品退换货流转程序;
3、熟知《中华人民共和国消费者权益保护法》、《中华人民共和国产品质量法》、《部分商品修理更换退货责任规定》、《商品销售退换货管理规定》等有关法规、规定;
4、了解商场各类商品的基本性能;
5、熟知各类商品所在柜组位置;
6、掌握商品包装基本技巧;
7、具备基本的财务知识,能够识别假钞;
8、熟悉本市各区域分布,并能合理安排送货线路;
9、了解基本的交通和车辆运行常识;
工作要求
1、为顾客提供咨询服务;
2、接待顾客投诉,处理顾客退换货工作,并及时反馈;
3、安排售后送货工作,并负责跟踪、反馈;
4、负责顾客赔偿的存包牌制作成本费、非办公时间条形码、软标签等费用的收取,并按时上缴驻店财务;
5、负责IC电话卡的销售;
6、为顾客提供商品捆扎、包装服务;
7、负责顾客遗失物品的收取、登记与上缴;
8、负责促销车的收发;负责氧气箱、急救药箱的保管、使用;
9、协助接待参观、考察来宾,并按要求发放来宾卡;
篇2：总台客房服务常用英语
总台及客房服务常用英语
101)????Whatkindofroomwouldyoulike(orprefer)?您希望要什么样的房间
102)Doyouwantasingleroomoradoubleroom?
你想要单人房还是双人房
103)Wouldyoulikearoomwithbathorshower?
您想要浴缸的还是淋浴的房间
104)Howlongdoyouplantostayhere?你打算住多久
105)Forhowmanynights
你要住几个晚上
106)Howmanypeoplearethereinyourparty?你们一起有几个人
107)Icanbookyouasingleroomwithshowerforthe26th.
我可以为您在26日订一个带淋浴的单人间。
108)Whattimewillyoubearriving?
您将何时到达
109)Unfortunately,wearefullybookedforthe21st
遗憾的是21日的客房全部订满。
110)Wewon’tbeabletoguaranteeyouaroomforMay6th.
我们不能保证5月6日给您一个房间。
111)Forasingleroomthepricewouldbe35dollars
单人房的价格是35美元。
112)Thereisasmallchargeof25centsadayextra.
每天要收25美分附加费。
113)There’sareductionforchildren.
儿童可以减价。
114)Couldyoufillinthisform,please?
请填写这份表格。
115)Couldyousignyourname,please?
请签上您的姓名。
116)Givemeyourpassport,please,Weneeditforregistration.
请把护照给我,我们登记时需要。
117)Haveyougotanyidentification?
你有身份证吗
118)MayIseeyourpassport,please?
请把护照给我。
119)Wouldyoupleasecompletethisregistrationform?
请您填写这张登记表好吗
120)What’syouroccupation,please?
请问您的职业
121)What’syournationality,please?
请问您的国籍
122)What’syouraddressinyournativecountry,please?
请问您在本国的住址
123)Yourroomnumberis246onthesecondfloor.
您的房间号码是二楼的246室。
124)Number246isanair-conditionedroomwithaprivatebath.
246号是带空调和独用浴室的房间。
125)Here’syourkeycard.
这是您的匙牌。
126)Here’syourkeytoRoom246.
这是您246号房间的钥匙。
127)I’llgettheportertotakeyourluggageup.
我会叫行李员把您的行李搬上去。
128)Theporterherewilltakeyourluggageandshowyoutheway.
这里的行李员会为您提行李,并为您领路。
129)We’llextendthereservationforyou.我们可以为您延长预订。
130)We’llmakethechangeforyou.
我们可以给您换个房间。
131)Youmaykeeptheroomtill3p.m,ifyouwish.如果您愿意,可以将房间保留到下午三点。
132)Howmuchlongerwouldliketostay您想再住多久
133)Ifyouwanttokeepyourroomthisafternoon,we’llhavetochargeyou50%oftheprice.
如果您需要再住一个下午,我们要向您收50%房费。
134)I’mafraidyou’llhavetovacateyourroomby11.恐怕要请您在十一点以前搬出房间了。
135)Areyoucheckingouttoday,Mr.Smith?史密斯先生,您今天可以结帐吗
136)Wouldyouliketovacateyourroomnow?您今天要退房吗
137)Yourbilltotals$665.
您的帐单合计655美元。
138)Thatmakesatotalof$665.
总计是655美元。
139)Thatcomesto$665altogether.
共计655美元。
140)Hereisyourbill.Wouldyoupleasecheckit?
这是您的帐单,请您过目。
141)Thatchargeisfordrinkstakenfromthemini-bar.那笔钱是您从房间冰箱里取用饮料的费用。
142)Youroverseastelephonecallisincludedinthebill.您的国际长途电话费用包括在这个帐单里。
143)Theservicechargeisincludedinthisbill.?这个帐单包括报务费。
144)?Howwouldyouliketosettleyourbill(oraccount)?您准备怎样付帐
145)Inwhatformwillpaymentbemade?您准备以何种方式付帐。
146)Areyougoingtopayincashorbycreditcard?
您准备用现金还是信用卡付款
147)?Weacceptthefollowingcreditcards,….我们接受下列信用卡……
148)?I’msorry,wedon’tacceptpersonalcheques.对不起,我们不收个人支票。
149)Alllftheroomshavephones.
所有房间都有电话。
150)Ifthere’sanythingyouneed,justringreception.
如果您需要什么,就打电话给服务台。
151)Ifthere’sanythingforthelaundry,justleaveitinthelaundrybaginyourroom.
如果您有衣物要送洗衣房,只要把它放在您的房里的洗衣袋里就行了。
152)Washinghandedinby9:30a.m.,willbereturnedtoyoubefore5:30p.m.onthesameday
早上9:30以前送去洗的衣服,当天下午5:30以前能送回来。
153)?Ifyouwishtohavebreakfastinyourroom,askforroomserviceonthephone.如果您希望在房间里用早餐请通过电话要客房服务。
154)?Roomserviceisavailablefrom6a.m..从早晨六点开始提供客房服务。
155)Hereisabrochuree*plaininghotelservices
这里有个小册子介绍饭店各项服务。
156)Ifyouneedanything,justpressthecallbutton.
如果您要什么,就按这个唤人按钮。
157)Youcanmakealongdistancecallfromyourroom.
您可以从您房间里打长途电话。
158)Ifyouwantata*i,youcanaskthereceptiontogetoneforyou.
如果您要出租汽车,您可以请服务台为您叫一辆。
159)Thepanelattheheadofyourbedhasanautomaticwakingdevice.
您床头的台子装有自动叫醒器。
160)Wehaveacomputerwake-upservice.
我们有电脑叫醒服务。
161)Ifyouwanttohaveyourroomcleanedextraquickly,pleasehangtheCleaningSignonthedoor.
如果您希望您的房间早些整理好,请将这“请打扫”的牌子挂在门上,
篇3：酒店总台英语识点
总台
基本句型一、预订服务Goodmorning.ThisisRoomreservation.MayIhelpyou?早上好,客房预订处,我能为您做什么Whatkindofroomwouldyouliketoreserve?您想订哪种类型的房间?Asingleroomoradoubleroom?要单人间还是双人房间Forwhichdatesdoyouwanttobooktherooms?您想订哪几天的房间呢Whattimewillyoubearriving?您将在何时到达MayIknowyourname?您能告诉我您的名字吗Howlongwillyoubestaying?您将要住多久Idliketoconfirmyourreservation.我要确认一下您的预订。Illchecktheroomavailability.我查查客房预订情况。YoushouldpayadepositofUS$1000beforehand.您应预期付1000美元的定金。Thereisa10percentdiscount.10%的折扣。二、接待服务Whatkindofroomwouldyoubeprefer?您要什么样的房间Haveyougotabooking?您预订了吗Asingleroomoradoubleroom?要单人间还是双人房间Adoubleroomcosts368Yuanpernight.双人房的房价是每晚368元。Breakfastisalsoincluded.早餐也包括在内。MayIseeyourpassport?我能看一下您的护照吗Couldyoufillinthisform,please?请您填一下这张登记表好吗Thisisyourroomcardandroomkey?这是您的房卡和房间钥匙。Couldyousignyourname,please?请您签一下名,好吗Ifyouleaveafter6:00p.m,youllhavetopaythefullaccount.晚上六点以后退房,按全天收费计算.Youllhavetoregisterindividually,please.请你们分开登记。Howwouldyouliketopay,sir,incashorbycreditcard?先生,请问您是用现金付款还是用信用卡付账Ifeelterriblysorry.thisisthebusiestseasonandallkindsofroomsarefullybooked.非常抱歉,这个季节人多,各种房间都订满了。Doyouknowwhichunitisresponsibleforthereception?您知道您是由哪个单位负责接待的吗Couldyoukeepyourroomkeyuntilyoucheckout?请您在住宿期间自己保管钥匙,直到结帐离开。三、收银服务Hereisyourbill.Its2000Yuaninall.这是您的账单。总共2000元。Howwouldyouliketopay,sir,incashorbycreditcard?先生,请问您是用现金付款还是用信用卡付账Pleasecheckitandsignhere.请核对一下,在这里签个字。Iwillwriteoutareceiptforyou.我给您开一张收据。MayIcheckthedetailsforyou,please?我能为您核对账单上的详细内容吗Doyouhaveanychargesforthismorning?您今天是否挂帐用酒店的服务?Wellhavetochargeyou$10extra.我们要向您额外收10美元。Didyoumakeanyphonecallsfromroom,sir?先生,您从房间打过电话吗E*cuseme,sir,butIdontthinkthatwillbeenough.先生,对不起,我认为钱数不够。Iamsorry,sir,therehasbeenanerrorinyourbill.PleasewaitaminutewhileIcorrectit.对不起,先生,您的帐单算错了。请稍候,我马上把它改过来。Isyourbaggagedownyet,sir?Couldyoucheckoutafteryourbaggagehavebeenbroughtdown,please?先生,您的行李拿下来了吗能请您在行李拿下来后再结帐吗Sorry,yourcreditcardhasbeenstoppedpaying.Accordingtotheregulationsofbank,itmustbecancelled.对不起,您的信用卡已经止付。根据银行规定要取消。四、兑换外币Theratesofe*changeareontheboardthere.今天的兑换牌价在那里的牌子上。Howmuchwouldyouliketochange?您要换多少Its8.10YuanRMBforoneUSdollar?1美元兑换8.10元人民币。情景对话一、Checkin1.C:Goodafternoon,sir.Welcometoourhotel.MayIhelpyou?G:Yes.Ibookedaroomoneweekago.C:MayIhaveyournameplease,sir?G:JohnSmith.C:Justamoment,sir.WhileIlookthroughoutlist.Yes,Wedohaveareservationforyou,Mr.Smith.Acityviewsingleroomwithbath.Youvepaid2000YuanRMBasadeposit.Isthatcorrect?G:Thatsit.C:Wouldyoupleasefillinthisregistrationcard,sir?G:Sure.Hereyouare.IthinkIvefilledineverythingcorrectly.C:Letmesee…Name,address,nationality,forwardingaddress,passportnumber,signatureanddateofdeparture.Oh,here,sir.Youforgettofillinthedateofdeparture.MayIfillitinforyou?Youareleavingon…G:October24.C:MayIseeyourpassport,please?Thankyou,sir.Noweverythingisinorder.Andhereisyourkey.Mr.Smith.Yourroomnumberis1107.Itsonthe11thfloorandyourroomrateis500RMBpernight.Hereisyourkeycardwithalltheinformationonyourbooking,thehotelservicesandthehotelrulesandregulationsonit.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhenyousignforyourmealsanddrinksintherestaurantsandthebars.G:Yes,Illkeepitwithcare,thankyou.C:Ihopeyouenjoyyoursstaywithus.2.C:Goodafternoon,madam.CanIhelpyou?G:Goodafternoon,Iwantasingleroom,please.C:Haveyoumadeareservation?G:No,Ihavent.C:Howlongdoyouwanttostay?G:Threedays.C:Illseewhatwehave,madam.Oh,yes.Icanofferyouaroomontheeightfloor.G:Fine.C:MayIseeyourpassport?G:Ofcourse.Hereyouare.C:Thankyou.Madam.Couldyoufillinthisform,please?G:Yes.Hereitis.C:Thankyou,Hereisyourkey.ItsRoom808ontheeightfloor.G:Thankyouverymuch.Goodnight.二、Checkout1.C:Goodmorning.CanIhelpyou?G:Yes.Iwouldliketocheckout.CouldIhavemybill.Please?C:Certainly,sir,MayIknowyournameandyourroomnumber,please?G:Dennisblack,Room1108.C:Allright.Hereisyourbill,Mr.Black.Thetotalis1800Yuan.G:Thefigureseemsright.C:Howwouldyouliketopay,Mr.Black,incashorbycreditcard?G:Incash.Hereisthemoney.C:Thankyou,Mr.Black.Justamoment,please,Illwriteoutareceiptforyou.2.C:Goodmorning.CanIhelpyou?G:Yes,Idliketocheckoutnow.C:CanIhaveyournameandroomnumber,please?G:Johnsmith,room1208.C:MayIhaveyourroomkey,please?G:Sure.Hereyouare.C:Justamoment,please…..Mr.Smith.Hereisyourbill.Wouldyouliketocheckit?G:Imsorry.Whatsthe20Yuanfor?C:Thatsforthedrinksyouorderedfromyourroom.G:Isee.C:Howwouldyouliketomakepayment,Mr.Smith?G:Idliketopayincash.C:Thatllbe2180Yuan.G:Hereyouare.C:Heresyourchangeandreceipt,Mr.Smith,Illsendabellmanuptogetyourluggage.G:Thankyou.C:Youarewelcome,Good-bye.三、Reservation1.C:Goodmorning.Thisisroomreservation.MayIhelpyou?G:Yes,Idliketobookaroom,please.C:Fine,Forwhichdate?G:ForOct.1st.C:Forhowmanynights?G:Twonights.C:Asingleroomoradoubleroom?G:Adoubleroom.C:Couldyougivemeyourname,please?G:Mr.JohnCook.C:MayIhaveyourtelephonenumber,please?G:021-C:Whattimedoyoue*pecttoarrive,sir?G:Atabout6.p.m.C:Fine,Mr.JoneCook,adoubleroomforOct.1stand2nd.G:Thatisright.Good-bye.C:Good-byeandwearelookingforwardtoseeingyou.2.C:Goodmorning.Roomreservation.CanIhelpyou?G:Idliketomakeareservation.C:Whenfor?G:ForSept.9th.C:Forhowlong?G:Aboutaweek.C:Couldyouholdtheline,please?Illcheck….Thankyouforwaiting,sir.Imafraidourhotelisfullybookedonthosedays.G:Thatsallright.C:Wereverysorry,sir.Wehopeyouunderstand.
篇4：酒店总台结账常用英语口语培训
UsefulE*pressions
1、Wouldyouliketocheckout?
2、Sorrytohavekeptyouwaiting,Thisisyourbillplease.
3、CanIhaveyournameandroomnumberplease?
4、Whatkindofcreditcardshaveyougod?
5、Asahotelpolicy,Weacceptthefollowingcriedcards.
6、Doyouneedreceiptorbill?
7、Justamomentplease.Illwriteoutreceiptforyou.
8、Illsendabellmenuptogetyourluggage.
9、Howwouldyouliketopayincashorbycreditcard?
10、Thisisyourbill,pleasecheckitandsignhere.
11、Hereisyourchangeandreceipt.
12、MayIhaveaprintofyourcard,please?
13、Didyoutakeanythingfromthemini-barthismorning?
14、Haveyouusedanyhotelservicessincebreakfast?
15、Todayse*changerateis8.19yuanRMBforoneusdoller.
16、Whatkindofcurrencydoyouwanttochange.
17、Howmuchwouldyouliketochange.
18、Theratesofe*changeareontheboardthere.
19、Therateofyourroom,willbepaidbyyourhost.
20、Verysorry,Ashotelpolicy,Ifyouwanttoextendyourstayinourhotel,youllhavepayhalfoftheratemoreifyoucheckoutafter12:00,Andifyouleaveafter6:00pm,youllhavetopaythefulldayrate.
Conversation
A
Cashier:Goodmorning.sir.MayIhelpyou?
Guest:MynameisMrBellandIwasinroom1111.Idliketocheckout.CanIhavemybillnow?
C:Certainly.MrBell,pleasewaitamoment……Thankyou.Didyouhavebreakfastthismorningatthehotelorhaveyouusedanyhotelservicessincebreakfast?
G:Yes,butIpaidcashforisalsoIhaventusedanyservices.
C:Fine.Thetotalincludingsevicechargefortwodaysis844yuan.Pleasecheckit.
G:OK.
C:Thankyou,sir.Wouldyouliketopayincashorbycreditcard?
G:Creditcard.Hereyouare!
C:Thankyou.Couldyousignhere,please?
G:Fine.
C:Thankyouforyourcoming.Pleasedropinagain.Good-bye.
B
Cashier:Goodmorning.MayIhelpyou?
Guest:ImMrpetersinroom806.Imcheckingouttoday.Butmyflightdoesntleaveatuntil4:30p.mandIdontwanttowaitaroundattheairportallday.CouldIkeeptheroomthisafternoon?
C:Certainly,butasthehotelpolicy.Thecheckouttimeis12:00atnoon.Youllhavetopayhalfoftheratemore.Ifyouleaveafter12:00.
G:Nevermind,then.CanIjustleavemyluggagesomewhereuntil4:00p.m?
C:Certainly,sir.Ifyouspeaktothebellman,helltakecareofit.
G:Thankyou.
C:Itsmypleasure.
篇5：某公司总台值班管理规定
公司总台值班管理规定
第一条总台及各楼层值班小姐,统称总办文员。
第二条总办文员上班须着工作装、化淡装。
第三条总办文员要按以下程序工作:8:15到公司,穿工作服,检查打卡机,挂领导值班牌,开空调机(夏天);8:20,站立迎侯员工上班,主动递送卡片;8:30收卡。由公司派车接送上班的员工,因堵车或其他非主观原因不能准时上班的,不以迟到论,但要注明原因。
第四条总办文员对待员工或其他客人,要礼貌大方,热情周到,对来找高层领导的客人,要问清事先有无预约,并主动通知被找领导;客人到领导办公室后,应主动递送茶水;客人离开后,应及时收拾茶杯。
第五条各楼层的文员,应视本楼层的具体情况,参照总台的工作程序做好工作。文员要保持会议室的整洁,早晚各检查一次。会议室开会时,应事先做好清洁工作,并主动给参加会议的人员倒茶水。会议结束后,立即清理会议室。
第六条值班文员应推迟30分钟下班,各楼层文员下班前应先关好空调整机并检查各办公室,发现里面没有人时,应锁门关灯,做到人离灯灭。如有员工确因工作需要须加班时,要告知其离开时通知总台。当天值班的总台文员,亦应在员工下班后巡逻楼层,确保安全后,方可离开。
第七条总办文员违反本制度或其他与其本职工作相关的工作制度的,视情节给予其批评,或50元以上,100元以下罚款处理,屡教不改的,扣除当月奖金直至给予辞退处理。
制度专栏
