商务接待计划英文流程6篇商务接待计划英文流程 BusinessReception PartOne CheckoutPartTwo Askingaboutplanetickets/R下面是小编为大家整理的商务接待计划英文流程6篇,供大家参考。
篇一：商务接待计划英文流程
siness ReceptionPart One
Check out Part Two
Asking about plane tickets /Reserving a plane ticket Part Three
Changing plane ticket Part Five
Boarding the plane Part Six At the airport Part Seven
Saying goodbye
Situation One: A: Mr. Lee
B: Desk Clerk
Mr. Lee is going to check out.
Useful phrases/Sentences ：
Check out
Storage room Overcharge Consume Reimburse Can I have your key and room number, please? Here’s your bill, Could you please check it? Where can I leave my luggage？ How will you pay? The bill is itemized. Please charge it to my credit card. I’d like to use my ...card. I hope you enjoyed your stay. This is a bit more than I expected. The items you consumed are put on your bill.
Situation Two: A: Miss Lee
B: Receptionist
Miss Lee is checking out of the hotel.
Useful phrases/Sentences Receipt I intend to check out of my room tomorrow. ?/ I’m checking out of my room. Please pass on a message to Mr. Liu to express my thanks. This is the key card to the room. You checked in at 5 on the 20 th
and have stayed here for 3nights. Is it right? Will you please check and sign this form? RMB 850 for one night and it’s 1700 in all for 2nights. What about the other items? The….company’s left a message, saying that it would be a great pleasure fore them to pay all your expenses in the hotel. I’d like to pay on my own. Welcome to stay here again next time you’re come.
Situation Three: Jimmy is enquiring about the plane tickets and then reserving plane tickets. Useful Phrases/Sentences ：
Flight reservation I’d like to enquire about the times of flight to New York. / Could you do me a favor to check the flight from …to….?–There are several flights available. How do you want to fly?-I can’t go by the morning /evening flight. Do you offer any discount? We have 90% dicount for infants and 50% for children under twelve. I’d also like know the free baggage allowance for each person. Please collect the tickets at least one hour before departure.
I’d like to book 2 seats to Shanghai tonight.
I’m afraid all the tickets have been sold out. When will the next set off? Do you want first class or economy class?/ What class? That’s all right. I’ll take that. Your reservation has been confirmed.
Situation Four: Jack planed to return to Beijing next Monday but his boss wants him to return five days earlier. He wants to change his ticket. Useful Sentences ：
You can change your flight reservation./Can I change my reservation later? Is there a penalty? Do I have to pay extra? Is it possible to postpone my ticket? AS long as you stay within 15 days limit for the entire trip. We still have some unreserved seats. I have helped you change flight to …..
Situation Five: Linda is on the plane. Useful Sentences ：
Boarding gate What is the gate number? Where do I pick up the ticket and have my luggage weighed? Here’s your ticket, passport. Please keep it.
Let your luggage go through the security door, please. Can I see your ticket and your passport?
Situation Five: Happy landing
Take care, bye. I’d like to say goodbye to you all. I look forward to seeing you again soon. Good bye and thank you for all you have done for me. I really don’t know how to express my gratitude.
篇二：商务接待计划英文流程
接待全过程一、邀请客户
——明确到访目的、事项。
——确认到访人数、日期。
——确定路线，预订车/机票。
二、迎接客户
——车站/机场迎接客户。
——乘车礼仪。
——车上调节气氛。
三、接待礼仪
——制定参观路线。
——引领、乘电梯礼仪。
——专业讲解、疑问化解技巧。
——泡茶、倒茶/水的技巧。
——谈话、聊天内容技巧。
（接待客户需在专门的接待室）
接待工作案例
• 某单位领导与刚来的客商正在会客厅里寒暄，秘书前来泡茶。他用手指从茶叶筒中拈了撮茶叶，放入茶杯内，然后冲上水……这一切，领导和客商都看到了。领导狠狠地瞪了秘书一眼，但碍于客商在场而不便发作。客商则面带不悦之色，把放在自己面前的茶杯推得远远的，同时说：“别污染了我的肠胃!”领导知道自己属下做事欠妥，所以只得忍气吞声。
• 谈判时，双方讨价还价。领导一时动怒，与客商发生争执。秘书觉得自己作为单位的一员，自然应该站在领导一方，于是与领导一起共同指责客商。客商拂袖而去。（如秘书过多发表建议呢？）
• 当来访客人走进某药业集团有限公司经理办公室时，鲍秘书正在办公桌前打印一份文件，他向客人点点头，并伸手示意请客人先坐下。10分钟后，他起身端茶水给客人，用电话联系好客人要找的部门，在办公桌前起身向客人道别，并目送其走出办公室。为此事，鲍秘书受到了办公室主任的批评。
• 为什么鲍秘书受到了办公室主任的批评？
四、用餐事项
——把握用餐时间。
——选定用餐地点，考虑环境、路程、口味。
——座位主次安排、点菜按人数和习惯原则。
——用餐前后倒茶/水的技巧和先后次序。
——谈话、聊天内容技巧。
——上菜先让主要客人吃。
——敬酒的时机，加饭而非要饭。
——挡酒的原则。
（1 ）华北地区：
天津人喜欢 咸中微甜 ，山西人喜欢 咸中微酸，并吃辣 。内蒙古人口味与山西人口味相近，喜 酸辣味 。
（2 ）东北地区：
喜欢吃面食。副食品以白菜、土豆、豆腐等为主，东北人 早饭需有菜有汤 。东北人口味 偏咸、酸、吃面食喜欢加醋 ，食用油多为豆油。
（3 ）华东地区 江苏、浙江、安徽人 爱吃大米 ，面食只作为点心和调剂早餐食用。口味清淡、略甜，炒菜一般多放糖 。山东人饮食习惯和华北地区相似。
（4 ）华中地区：
湖北、湖南、江西盛产稻米，以大米为主食。爱吃 辣椒和生姜 。河南省饮食习惯和华北地区相似。
（5 ）两广地区：
广东、广西两省及邻近地区居民，有许多生活习惯和华东地区相似。但广东人饮食 讲究清淡，喜欢煲汤 。口味喜欢微辣，喜欢食甜品，重视早茶和宵夜 。
（6 ）西南地区：
一般指四川、云南、贵州省及重庆。以大米为主食，面食和小吃丰富多彩。
喜欢麻辣味，爱用花椒 ，喜欢食用新鲜蔬菜和泡菜。贵州人也喜欢食辣， 爱吃腌菜 ，云南人喜欢 酸辣微带甜 ，爱吃米制品（如米线）和猪肉拌米饭。
（7 ）西北地区：
主要指陕西、宁夏等省区。这些地区的居民 一日两餐 ，以面食为主，口味喜欢 酸辣 ，每餐必有油泼辣子（红辣椒面用滚油烧成）。陕甘一带居民喜欢食：
锅魁（烙饼 ），陕西人喜欢食用 羊肉泡馍、宽面条 ，西安、兰州人多爱吃哨子肉面、拉面，饺子为节日待客佳品。
五、住宿安排
——按照客户的重要性确定酒店级别。
——事前观察酒店住宿房间的环境。
——了解酒店的相关规定，如早餐时间。
——事前了解客人间的关系，一般男女分开。
——做好事前住宿登记，避免客人忘带身份证。
——告知第二天的行程安排及时间。
——做好车辆接送准备。
——夜场活动安排。
六、送别客户
——送别前将此次目的和主要内容洽谈完毕。
——尽量达成你的目标值。
——准备适当的礼物，赠送地方特色特产。
——预订车/机票，派车送/亲自送客户。
谢谢大家！
提高执行力 主讲：甘凌俐
执行力的理解 01
执行力人才的特质 02 执行力的独特性 03 执行力与结果的关系 04 05 执行力差的原因
为什么执行难 06 执行人才的区分 07 提高执行力的对策 08 培训内容概括
执行力执行力就是把目标变成结果的能力。
执行力就是把想干的事干成功 ------------------ 个人 执行力就是将企业战略落实到实处 - --------------------------企业 所谓执行力就是用合适的人员到恰当的岗位上 --------------------------------------领导
答案是：
执行型人才与性格无关、与年龄无关、与种 族无关、与知识无关、与心胸无关 „ 执行型人才最重要的共同特质是什么？
对自己负责！
对结果负责！
知识（曾经学过）
经历（曾经做过）
技能（正在执行的能力）
自信（能做）
承诺（将会做）
动机（想做）
能力 心态 执行力
执行, , 就是把目标变结果的 行动! !
执行力, , 就是把目标变结果的 行动的能力! !
团队执行力, , 就是实现公司战略目标的 组织的能力！
什么是执行、执行力、团队执行力?
“ 大”是由 战略 决定的 “强”是由企业 执行力 决定的 执行力—— 企业“强”的关键！
作为一只军队必须明白一个道理 ：
无论是地形复杂、气候恶劣、对手强大、部队不精、装备不良等诸多不确定因素，都不是你失败的理由，因为失败就意味着死亡. .
作为一家企业员工必须明白一个道理 ：
客户之所以愿意付钱给你，与你付出了多少没有关系，与你多么辛苦没有关系，只与你付出之后的结果，创造的价值有关系。提供结果，创造价值是一家企业生存的底线。
任何一个对自己负责任的员工或者任何一个有志于创造成就的员工，都必须明白一个道理 ：
企业中存在的各种问题，无论是上级不懂管理，或是同事不配合你工作；无论是产品质量有问题，还是市场不景气，都不是你不提供结果，不创造价值的理由，你提供结果，创造价值，只与你做一个职业化员工或与你在未来做一个优秀的人有关。
美国一位司令员为空降兵定制降落伞，要求降落伞质量达到100%，但是制造商说在生产过程中有很多因素和变量，质量只能达到99.99%，僵持了很久，制造商一直都没有办法满足司令员的要求，最后司令员说，质量可以达到99.99%但是有一个附加要求是：每生产出一批降落伞，司令员随便挑选几件让制造商试跳。
在这一协议签订之后，通过建立起一对一责任，降落伞的质量达到了100%
美国空降部队定制降落伞的故事
• 你想怎么做，你就怎么做。你怎么做，你就有什么样的结果。有什么样的结果，你就有什么样的人生！
有什么样的结果， 你就有什么样的人生！
• 执行力就是要结果！
• 我们要 结果！！
让我们勇敢的喊出内心的承诺：
一个价值百万的定义 执行就是有 结果的 行动 !!!!!!
什么不是结果？
职责
结果
≠
结果观点三个不等式
≠
任务
结果
态度
结果
≠
完成任务≠结果
做一天和尚撞一天钟！
做一天和尚撞一天钟! 老和尚劝告小和尚,去修炼吧!当有一天心中有众生,撞钟很神圣的时候,再来吧! ★小和尚撞钟是任务！
★ 唤醒沉迷的众生是结果！
今年五一节，X公司要派10个人从北京去青岛参加一个展会。
每逢节日，铁路客运就非常紧张，旅游旺地更是如此。4月27号（预售的第一天）一大早，公司老板就派小刘去火车站买车票。过了很久，小刘满头大汗的回来了，说：“售票处人太多了，我挤了半天，排了3个小时才轮到我，但是窗口的所有火车票，包括软卧、硬卧、硬座都卖完了，没办法，我只好回来了。”
老板听了欲言又止，最后还是忍不住将小刘训了一顿。小刘感到很是委屈，心想，我辛苦了一早上，的确是没票了，为什么还要怨我？ 1、老板为什么会批评小刘？ 2、如果你是小刘，老板派你去火车站去买票，请问你会怎么做？
老板又派小张去火车站看看，小张过了好长一段时间才回来，他的回答是：火车票确实卖完了，我调查了其他一些方法，请老板决策: 1.买高价票，每张要多花100元，现有15张 2.如果找关系，我有一个朊友在火车站派出所，可将10人送上车，但晚上没地方休息 3.可以中途转火车，北京到济南有X趟，出发时间：XX；到达时间：
XX；济南去青岛有X趟，出发时间：XX；到达时间：
XX； 4.如果可以坐飞机，XX日有X班飞机，时间分别是... 5.如果可以坐汽车，包车费用是XXX元；豪华大巴每天有X次，时间分别是...，票价XX元
老板会重用谁？
买车票是 “ 任 务 ”
到青岛是 “ 结 果 ”
什么是任务？
完成差事：领导要办的都办了 例行公事：该走的程序都走了 应付了事：差不多就行了
我已经按照您说的做了
我已经尽最大努力了
我该做的都做了
但 —— 看似事情做了，就是没有 结果 ！
企业中大量存在的现象 „„
完成任务是对程序、过程负责
收获结果是对价值、目的负责
完成任务不等于拿到结果
任务不等于结果 !
挖坑了，没有水，别怪我。
案例：
任务：
挖井
结果：
挖到水
现在，你明白了吗？ 任务是一个执行假象！
完成任务不是执行， 因为你没有 结果！
现场测试训练一：总经理要秘书安排会议 …… 我该如何准备呢？
要召开一次会议，上级让你去通知相关人员，你如何完成？
1段 2段 3段 4段 5段 6段 7段 8段 9段 发通知――用电子邮件或在黑板上发个会议通知，然后准备相关会议用品，并参加会议。
抓落实――发通知之后，再打一通电话与参会的人确认，确保每个人被及时通知到。
重检查－－发通知，落实到人后，第二天在会前３０分钟提醒与会者参会，确定有没有变动，对临时有急事不能参加会议的人，立即汇报给总经理，保证总经理在会前知悉缺席情况，也给总经理确定缺席的人是否必须参加会议留下时间。
勤准备――发通知，落实到人，会前通知后，去测试可能用到的投影、电脑等工具是否工作正常，并在会议室门上贴上小条：此会议室明天几点到几点有会议。
细准备――发通知，落实到人，会前通知，也测试了设备，还先了解这个会议的性质是什么？总裁的议题是什么？然后给与会者发去与议题相关的资料，供他们参考（领导通常都是很健忘的，否则就不会经常对过去一些决定了的事，或者记不清的事争吵）。
做记录――发通知，落实到人，会前通知，测试了设备，也提供了相关会议资料，还在会议过程中详细做好会议记录（在得到允许的情况下，做一个录音备份）
。
发纪录――会后整理好会议记录（录音）给总经理，然后请示总经理是否发给参加会议的人员，或者其他人员。
定责任――将会议上确定的各项任务，一对一地落实到相关责任人，然后经当事人确认后，形成书面备忘录，交给总经理与当事人一人一份，并定期跟踪各项任务的完成情况，并及时汇报总经理。
做流程――把上述过程做成标准化的“会议”流程，让任何一个秘书都可以根据这个流程，把会议服务的结果做到九段，形成不依赖于任何能人的会议服务体系！
看看九段秘书如何做结果？ 完成任务 获得结果
九段秘书测试: : 请问你是几段？你的结果
值多少钱？
发通知 一段
600 元
发通知 抓落实 二段
800 元
抓落实 发通知 重检查 抓落实 发通知 三段
1000 元
重检查 勤准备 四段
1500 元
勤准备 重检查 抓落实 发通知 细准备 五段
2000 元
细准备 勤准备 重检查 抓落实 发通知 做记录 六段
3000 元
做记录 细准备 勤准备 重检查 抓落实 发通知 发记录 七段
5000 元
发纪录 做记录 细准备 勤准备 重检查 抓落实 发通知 定责任 八段
10000 元
定责任 发纪录 做记录 细准备 勤准备 重检查 抓落实 发通知 做流程 九段
3 3 万元
结论：“ 执行”并不等同于“做”，而是要 “做对”、“做好”，在完成任务的基础上追求更高层次的结果，所以我们说只满足于完成任务的员工不是好员工， 执行就是一切以结果为导向！！！
底线思维 最基本的做不到，其他一切都没有意义! 先保证底线结果，再考虑完美!
局里开展植树活动。局长交待，这次活动他亲自带队，全体人员都要参加。吩咐小高立即着手准备，做好后勤保障工作。小高想，这次活动局长和几个副局长都亲自参加，当然不可掉以轻心。为此，他前前后后考虑了不少，并且列了一个准备物料清单：
– 铁锹、水桶 : 挖土、浇水
– 手套 : 植树是粗活，领导平时养尊处优，要侍候铁锹这些笨重的家伙，万一手上磨出个水泡什么的怎么办? ?
– 太阳帽 : 时下的阳光虽然不是很烈，但大家平时在空调间坐惯了，很少在户外风吹日晒，时间久了恐怕会吃不消，戴上可能会好一点. .
– 急救箱 : 万一哪个家伙中暑了，可以救急；
– 不同口味的饮料 : 几位局长口味不同，喜欢的茶都不同
– 电喇叭 : 植树前，局长肯定有几句“重要讲话”
植
树
的
故
事
到了目的地，果然先是局长讲话，嘿嘿，电喇叭派上用场了。
10 分钟后，随着局长一声令下：“植树活动现在开始。”小高把劳动工具、饮料、帽子、手套 „„ 一一发放完毕，然后满意的守在急救箱旁。
最可怕的事情发生了：有人突然问：“树苗呢？”小高一身冷汗，糟了！只顾准备这些东西，竟然把树苗给忘了。那 200 棵树苗还堆放在局仓库里呢 „„
缺乏底线结果思维! !
没达到底线，再完美都是白搭
• 最基本的做不到，其他一切都没有意义，先保证底线结果，再考虑完美。
• 范例：
•
出差，别忘带车票 •
面试，别忘记先看证件 •
吃饭，别忘带钱包 •
财务报表，数据准确 •
报数,
清晰 准确
执行的24 字流程 • 一、 执行前 • 决心第一
成败第二 （决心原理：如果不想做事的话，任何人都可以找一百个、一万个理由出来不做它，如果想去做，一个理由就可以让我们行动）
• 二、 执行中 • 速度第一
完美第二 • ...
篇三：商务接待计划英文流程
siness Reception A ：B ：
C ：
D ：
1 . Room reservation A：
Advance Reservations． Can I help you？
B：
Yes， Id like to book a single room with a bath for my guest from the afternoon of June 8 to the morning of June 1 0．
A：
Yes，
we do have a single room available for this rate．
B：
What is the rate，
please？
A：
It is 1 00 per night．
B：
What services come with that？
A：
For 1 00
you’ll have a radio，
a color television，
a telephone and a computer．
B：
That sounds not bad at all． I’ll take it．
A：
Very good．
Could you tell me your guest’s name，
Miss，
please？
B：
Yes，
it is Cherry．
A：
How do you spell it，
please？
B：
It’s C-H-E-R-R-Y．
A：
C-H-E-R-R-Y． And what is your address， please？
B：
It is the No.1
,Jinji Road．
A：
OK， so it’s the No.1
,Jinji Road．
B：
That’s right．
A：
What about your telephone number？
B：
3698778．
By the way，
Id like a quiet room away from the street if that is possible．
A：
A quiet room away from the street is preferred． We look forward to your guest’s visit．
B：
Thank you and good-bye．
A：
Good-bye．
2. Airport reception B：
Excuse me,
are you Cherry from Taiwan？
My name is Joanna， secretary of Apex Trading.
Nice to meet you. C：
Nice to meet you, how do you do? B：
I’m good. How is your journey? C：
Not bad, thank you for pick me up. B：
You’ re welcome.
C：
How is Vicky?(老板) B：
She"s ok. But she didn"t sleep well last night,
cause she told me that she Miss you too much. C：
I think she can get sound sleep today. B：
Yes, right. So do you think we should go to your hotel first or go to my company directly?
C：
Whatever you want. You are my boss now. B：
OK, let’s go to your hotel. I think you need some rest a bit. C：
Fine. B：
Please follow me, we go and take the car at the exit.
3. Hotel check-in A: Good afternoon. Welcome to The Baiyue Hotel. May I help you? B: Yes, I’d like check-in for my guest, please. A: Certainly, Miss. May I have your and your guest’s name, please? B: I’m Joanna, and my guest’s name is Cherry. A: Do you have reservation for your guest with us. Miss Joanna? B: Yes, from tonight. A: Just a moment please. I’ll check our reservation record. Miss Joanna,
Is that right? B: Exactly. A: Could you fill out the registration form, please? B: Fine .
A: How would you like to make payment? B: By the credit card.
A: May I take a print of the card, please? B: Sure, here you are. A：
Thank you, Miss Joanna. Your guest’s
room number is 503. A bell man will show you the room. Please enjoy your stay.
4. In the company B: Miss Vicky. I"d like you to meet Miss Cherry, sales manager for Southern Reflections of China.
D: It"s very nice to finally meet you, Miss Cherry. After so many phone calls and faxes.
I"d like you to have my business card.
C: Thanks very much, Miss Vicky. Please accept mine. and please, call me Cherry.
B: If you don"t mind, Cherry, while you and Miss Vicky get acquainted, I"d like to check the arrangements for the meeting.
C: You"re certainly on top of things, Joanna.
D: You"ll find Miss Joanna is a force to be reckoned with at Apex Tradig.
B: Thanks for the vote of confidence, Miss Vicky. I"ll be right back.
C: She appears to be a top-notch young lady, Miss Vicky. Talent and enthusiasm like that are hard to find.
D: Don"t I know it. She"s doing a great job for us. And please, call me Vicky.
C: Vicky, can you tell me in a nutshell what the retail market is like in Guilin?
D: Well, as per capita income goes up and up, the growth sector seems to be in the to-end.
C: Retail is going upscale here? Guilin is certainly growing more quickly than I had imagined.
D: Yes. Things certainly have changed since I was a girl. We"ve developed very quickly.
C: Do you think the trend will continue?
D: I don"t see why not. We do have some problems, but we are still willing to work hard and wages aren"t too high at this point.
C: Everything I"ve seen so far is very impressive. Very impressive indeed.
D: Yes, that’s right.
篇四：商务接待计划英文流程
siness Reception A ：B ：
C ：
D ：
1 . Room reservation A：
Advance Reservations． Can I help you？
B：
Yes， Id like to book a single room with a bath for my guest from the afternoon of June 8 to the morning of June 1 0．
A：
Yes，
we do have a single room available for this rate．
B：
What is the rate，
please？
A：
It is 1 00 per night．
B：
What services come with that？
A：
For 1 00
you’ll have a radio，
a color television，
a telephone and a computer．
B：
That sounds not bad at all． I’ll take it．
A：
Very good．
Could you tell me your guest’s name，
Miss，
please？
B：
Yes，
it is Cherry．
A：
How do you spell it，
please？
B：
It’s C-H-E-R-R-Y．
A：
C-H-E-R-R-Y． And what is your address， please？
B：
It is the No.1
,Jinji Road．
A：
OK， so it’s the No.1
,Jinji Road．
B：
That’s right．
A：
What about your telephone number？
B：
3698778．
By the way，
Id like a quiet room away from the street if that is possible．
A：
A quiet room away from the street is preferred． We look forward to your guest’s visit．
B：
Thank you and good-bye．
A：
Good-bye．
2. Airport reception B：
Excuse me,
are you Cherry from Taiwan？
My name is Joanna， secretary of Apex Trading.
Nice to meet you. C：
Nice to meet you, how do you do? B：
I’m good. How is your journey? C：
Not bad, thank you for pick me up. B：
You’ re welcome.
C：
How is Vicky?(老板) B：
She"s ok. But she didn"t sleep well last night,
cause she told me that she Miss you too much. C：
I think she can get sound sleep today. B：
Yes, right. So do you think we should go to your hotel first or go to my company directly?
C：
Whatever you want. You are my boss now. B：
OK, let’s go to your hotel. I think you need some rest a bit. C：
Fine. B：
Please follow me, we go and take the car at the exit.
3. Hotel check-in A: Good afternoon. Welcome to The Baiyue Hotel. May I help you? B: Yes, I’d like check-in for my guest, please. A: Certainly, Miss. May I have your and your guest’s name, please? B: I’m Joanna, and my guest’s name is Cherry. A: Do you have reservation for your guest with us. Miss Joanna? B: Yes, from tonight. A: Just a moment please. I’ll check our reservation record. Miss Joanna,
Is that right? B: Exactly. A: Could you fill out the registration form, please? B: Fine .
A: How would you like to make payment? B: By the credit card.
A: May I take a print of the card, please? B: Sure, here you are. A：
Thank you, Miss Joanna. Your guest’s
room number is 503. A bell man will show you the room. Please enjoy your stay.
4. In the company B: Miss Vicky. I"d like you to meet Miss Cherry, sales manager for Southern Reflections of China.
D: It"s very nice to finally meet you, Miss Cherry. After so many phone calls and faxes.
I"d like you to have my business card.
C: Thanks very much, Miss Vicky. Please accept mine. and please, call me Cherry.
B: If you don"t mind, Cherry, while you and Miss Vicky get acquainted, I"d like to check the arrangements for the meeting.
C: You"re certainly on top of things, Joanna.
D: You"ll find Miss Joanna is a force to be reckoned with at Apex Tradig.
B: Thanks for the vote of confidence, Miss Vicky. I"ll be right back.
C: She appears to be a top-notch young lady, Miss Vicky. Talent and enthusiasm like that are hard to find.
D: Don"t I know it. She"s doing a great job for us. And please, call me Vicky.
C: Vicky, can you tell me in a nutshell what the retail market is like in Guilin?
D: Well, as per capita income goes up and up, the growth sector seems to be in the to-end.
C: Retail is going upscale here? Guilin is certainly growing more quickly than I had imagined.
D: Yes. Things certainly have changed since I was a girl. We"ve developed very quickly.
C: Do you think the trend will continue?
D: I don"t see why not. We do have some problems, but we are still willing to work hard and wages aren"t too high at this point.
C: Everything I"ve seen so far is very impressive. Very impressive indeed.
D: Yes, that’s right.
篇五：商务接待计划英文流程
/p>.
STANDARD OPERATION PROCEDURES 标准工作程序
RECEPTIONIST 前台接待
FRONT DESK STANDARD OPERATION PROCEDURE
Task No.
Description
FD01
Awaiting room handling
等候房间 FD02
Billing instruction handling
账目说明 FD03
Blocking rooms for arrivals
房间预留 FD04
Bucket check
检查登记卡 FD05
Cash deposit collection
收取现金押金 FD06
Check-in with TA voucher
持旅行社入住卷入住程序 FD07
Extension stay
处理延住 FD08
Flight reconfirmation
重复确认机票 FD09
Generating report
总报告 FD10
Greeting and welcoming guests
问候并欢迎客人 FD11
Group check in
团队登记 FD12
Guest location
客人方位 FD13
Handling confidential / screen call request
处理客人保密和筛选电话要求 FD14
Handling expected check out
处理预计离店客人 FD15
Handling guest enquiries and introducing facilities
处理客人查询并介绍店内设施 FD16
Handling
in-house amenities
处理客人欢迎品 FD17
Handling late check-out request
处理延迟退房的要求 FD18
Handling message
处理留言 FD19
Handling of complaints
处理投诉 FD20
Handling of guest compliments
处理客人致意 FD21
Handling wake-up calls requests
处理叫醒电话的要求 FD22
Key authorization
钥匙的授权 FD23
Lost & Found procedure
失物招领程序 FD24
Loss of safe deposit box key
保险箱的钥匙丢失的处理 FD25
Maintaining Communication Log Book
使用交班本 FD26
Preparation for guest arrivals
为客人到达做好准备 FD27
Printing arrival reports and registration cards
打印来客报告和登记卡 FD28
Registering a walk-in guest
散客登记 FD29
Registering guest with confirmed reservation
为确定的预订房间的客人登记 FD30
Room change procedure
调房程序 FD31
Safety deposit box
保险箱服务 FD32
Taking reservation
办理预定 FD33
Travel agency voucher
旅行社入住卷
DEPARTMENT
: Front Desk 部门
：
前厅部 TASK NO
:
FD 01 号码
: EQUIPMENT REQUIRED
:
Opera Workstation 所需设备
：
工作台 WHAT TO DO 工作程序
Register for the guest. 为客人登记
Search for vacant dirty room. 在系统中找空房
Ask room controller for room cleaning
请房态控制员确认干净房间
JOB TITLE
: Guest Service Associate 职称
：
前台职员 TASK
: Awaiting room handling 工作职责
: 等候房间 (1 of 2)
HOW TO DO 操作明细 WHY 工作目的
Make registration for the guest according to the registration procedure. 为客人登记
If vacant clean room is not available immediately, search for vacant dirty room at first and call the Housekeeping to rush rooms. Enough time for cleaning room. 如果当时没有干净空房， 首先在系统中找空房脏房， 马上通知客房部打扫。
Invite guest for welcome drink by saying: Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing room and it may take about 30 minutes.
May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available.” 邀请客人在大堂酒廊喝一杯免费饮料等候， 并告知打扫房间大约需要的时间， 房间打扫好后马上通知客人。
APPROVED BY : MR RAY ZHOU 批准人
SIGNATURE/DATE 签字/日期:
Let guest have time idea.
Show our sincerity to serve guest. Courtesy compensation for guest waiting.
Let guest feel our humility. 让客人感受到我们真诚的服务.
PREPARED BY : MICHAEL ZHENG 起草人
POSITION: FOM 职位：
POSITION: FOM 职位：
SIGNATURE/DATE 签字/日期:
DEPARTMENT
: Front Desk 部门
：
前厅部 TASK NO
:
FD 01 号码
: EQUIPMENT REQUIRED
:
Opera Workstation 所需设备
：
工作台 WHAT TO DO 工作程序
Check and call room controller 随时与房态员确认房间状况
Check in system 系统登记
PREPARED BY : MICHAEL ZHENG 起草人
POSITION: FOM 职位：
JOB TITLE
: Guest Service Associate 职称
：
前台职员 TASK
: Awaiting room handling 工作职责
: 等候房间 (2 of 2) HOW TO DO 操作明细 WHY 工作目的
Keep monitoring the room status in the computer. 在系统中随时检查房态
As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: Mr./Mrs. XX, I am sorry to have kept you waiting.
Now the room is ready, the room number is XX.
Thank you for your understanding.”
Apologize for the waiting and introduce the GSA-Concierge to escort the guest to the room.
Check in the room in the system immediately. 房间一打扫好后， 马上把钥匙送给客人， 并对客人的等候表示歉意。
行李马上送到客人房间， 并在系统中登记入住房间。
Get updated room status at first time. 在第一时间得到更新的房态
Efficiency service action will let guest feel our sincerity and humility. 提供快捷的服务。
Roomconnect with the telephone line. Anticipate guest request. 系统登记房间使电话线马上接通
APPROVED BY : MR RAY ZHOU 批准人
SIGNATURE/DATE 签字/日期: POSITION: FOM 职位：
SIGNATURE/DATE 签字/日期:
DEPARTMENT
: Front Desk JOB TITLE
: Guest Service Associate
部门
：
前厅部 TASK NO
:
FD 02 号码
: EQUIPMENT REQUIRED
:
Opera Workstation 所需设备
：
工作台 WHAT TO DO 工作程序
Clarify the billing instruction 确认付账说明
Collect deposit or imprint credit card. 收取押金
职称
：
前台职员 TASK
: Billing instruction handling 工作职责
: 账目说明 ( 1 of 3 ) HOW TO DO 操作明细 WHY 工作目的
Billing instruction can be clarified as following: Guest A pays for guest B by cash or credit card.
Both guests are in different rooms. 付账说明可如下：
A客人给B客人付账。
两个客人在不同房间。
Modify A&B guest remarks accordingly if they get room change or early departure A或B客人如有提前离房或换房， 需随时更新其备注
Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption. 收取足够押金以确保足够两个房间住店期间所发生的费用。
Tick on the registration card under: Bill instruction” YES.
Note the guest his/her signature is approved to pay guest B ‘ s bill.
Help the guest A to fill up the following items at the back of the registration. Guest A tick on “YES” under bill authorization. Guest B ‘ s name and room number Payment instruction 帮助客人填全付款说明书
∗ ∗ ∗
Different handling ways to different billing instruction. Make sure precise service. 根据不同付账说明采取不同的服务。
Deposit policy should be applied. Care about hotel benefit. 应用押金收取的政策。
保障酒店利益。
Always do more for the guest. 为客人多做
PREPARED BY : MICHAEL ZHENG 起草人
POSITION: FOM APPROVED BY : MR RAY ZHOU 批准人
SIGNATURE/DATPOSITION: FOM SIGNATURE/DATE
职位：
E 签字/日期: 职位：
签字/日期:
DEPARTMENT
: Front Desk 部门
：
前厅部 TASK NO
: FD 02 号码
: EQUIPMENT REQUIRED
:
Opera Workstation 所需设备
：
工作台 WHAT TO DO 工作程序
Collect deposit 收取现金押金
Take the imprint credit card 刷卡付押金
JOB TITLE : Guest Service Associate 职称
：
前台职员 TASK
: Billing instruction handling 工作职责
: 账目说明 ( 2 of 3 ) HOW TO DO 操作明细 WHY 工作目的
If paid by the credit card, take EDC voucher of the credit card and attach with the guest A ‘ s
registration card. 如果付信用卡做押金， 将信用卡授权卡单附在A客人登记卡后。
Non-registered guest A pays for in-house guest B by cash.
Collect enough cash deposit from guest A which should cover the estimated consumption of guest B.
Politely invited guest A to sign payment authorization form on the Guest Business Card and leave contact telephone No. 店外的A客人为住店的B客人付现金押金。
收取足够的现金， 请A客人在B客人的登记卡上签付款授权书， 并留下联系电话。
Non-registered guest A pays for in-house guest B by credit card.
Take the imprint of Guest A ‘ s
credit card with one blank credit card voucher.
Politely invite guest A to sign on the credit card voucher and payment authorization on guest
B ‘ s registration card.
APPROVED BY : MR RAY ZHOU 批准人
SIGNATURE/DATE 职位：
Deposit policy should be applied. Care about hotel benefit. 应用押金收取的政策。
保障酒店利益。
PREPARED BY : MICHAEL ZHENG 起草人
POSITION: FOM 职位：
POSITION: FOM SIGNATURE/DATE 签字/日期:
签字/日期:
DEPARTMENT
: Front Desk 部门
：
前厅部 TASK NO
:
FD 02 号码
: EQUIPMENT REQUIRED
:
Opera Workstation 所需设备
：
工作台 WHAT TO DO 工作程序
Make remarks 备注
JOB TITLE
: Guest Service Associate 职称
：
前台职员 TASK
: Billing instruction handling 工作职责
: 账目说明 ( 3 of 3 ) HOW TO DO 操作明细 WHY 工作目的
店外的A客人为住店的B客人付信用卡作为押金。
印空白的信用卡单， 请A客人在空白信用卡单上签字， 在B客人的登记卡上签付款授权书， 并留下联系电话。
随后将客人签过字的空白信用卡签购单保存在值班经理保险箱，并在系统中做备注提醒员工。
Write down the notice on the registration card and key in the notice in the system like, P/B outside Mr. A VISA#4500XXXX, voucher in DM Safe #123” 在登记卡上填全付款说明并根据情况写明备注， 并在系统中做相应的注明。
To alert other GSA. Keep consistent service is one point of Xxx Hotel Hospitality. 提醒员工注意。
PREPARED BY : MICHAEL ZHENG 起草人
POSITION: FOM APPROVED BY : MR RAY ZHOU 批准人
SIGNATURE/DATE POSITION: FOM SIGNATURE/DATE 签字/日期:
职位：
DEPARTMENT:Front Desk 部门
: 前厅部 TASK NO
:FD 03 号码
: EQUIPMENT REQUIRED
:
Opera Workstation 所需设备
：
工作台 WHAT TO DO 工作程序
Block rooms priori to the guests who have special requests ie: connecting room, cornor room etc. 预留VIP房间。
Block rooms for ea...
篇六：商务接待计划英文流程
务英语之接待客户 1. Excuse me.Are you Susan Davis from Western Electronics? 对不起， 你是来自西方电子公司的苏姗· 戴卫斯吗?
2. Yes,
I am.
And you must be Mr.
Takeshita.
是的， 我就是， 你一定是竹下先生吧。
3. Pardon me.
Are you Ralph Meyers from National Fixtures? 对不起， 请问你是从国家装置公司来的雷夫· 梅耶史先生吗?
4. I"m Dennis.
I am here to meet you today.
我是丹尼斯， 今天我到这里来接你。
5. I"m Donald.
We met the last time you visited Taiwan.
我是唐纳德， 上次你来台湾时我们见过面。
6. I"m Edwin.
I"ll show you to your hotel.
我是爱德温， 我带你去旅馆。
7. How was your flight? Was it comfortable? 你坐的班机怎么样?还舒服吗?
8. It was quite good.
But it was awfully long.
班机很好， 就是时间太长了。
9. Did you have a good flight? 你旅途愉快吗?
10. Not really,
I"m afraid.
We were delayed taking off,
and we encountered a lot of bad weather.
不太好， 我们起飞延误了， 还遭遇了恶劣的气候。
11. How was your flight? 你的航班怎样?
12. Did you get any sleep on the plane? 你在飞机上睡觉了吗?
13. Mr.
Wagner,
do you have a hotel reservation? 华格纳先生， 你预订过旅馆吗?
14. No,
I don" t.
Will it be a problem? 不，我没有， 会有困难吗?
15. I don" t think so.
I know several convenient hotels.
Let me make some calls.
我认为没有， 我知道有几家便利旅馆， 让我打几个电话。
16. I" ve made a reservation at the hotel you used last time.
我已预订了你上次住过的旅馆。
17. We" ve booked a Western-style room for you.
我们已为你订了一间西式的房间。
18. Let" s go to the station to get a train into town.
我们到火车站去
乘车进城。
19. Does it take long to get into Taibei from here? 从此地去台北要很久吗?
20. It" s about an hour.
大概要一个小时。
21. We" ll get a taxi from the station.
我们到火车站乘出租车。
22. There" s a shuttle bus we can use.
我们可搭乘机场班车。
23. I" ve brought my car,
so I can drive you to your hotel.
我开车来的， 所以我开车送你到旅馆。
24.You must be hungry. Shall we get something to eat？
你一定饿了， 我们吃点东西好吗？
25.That sounds good. Let"s get something at the hotel restaurant. I feel a little tired. 那太棒了， 我们就到旅馆餐厅吃点东西， 我有点累了。
26.Would you like to have some dinner？ 你想吃饭吗？
27.What would you like to eat？
你想吃什么呢？
28.Can I take you out to dinner？ It"ll be my treat. 我带你出去吃饭好吗？ 这次我请客。
29.If you"re hungry，
we can eat dinner now. 如果你饿了， 我们现在就去吃饭。
30.Have you had breakfast yet？
你吃过早餐了 吗？
31.Yes. It was delicious. 是的， 味道很好。
32.Good. Let"s go to the office. 好的， 我们去办公室吧。
33.How is your room？
你的房间怎样？
34.Did you sleep well last night？
你昨晚睡得好吗？
35.Why don"t we go to the office now？ 为何我们现在不去办公室呢？
36.We"ll start with an orientation video. It runs about 15 minutes. 我们将从一个电视简报开始， 大概放 15 分钟。
37.The tour will take about an hour and a half. We ought to be back here by 3：
00. 参观大概要一个半小时， 3点钟以前回到这里。
38.Our new product line has been very successful. We"ve expanded the factory twice this year already. 我们新的生产线非常成功， 我们今年已把工厂扩展了两倍。
39.I"d like to introduce you to our company. Is there anything in particular you"d like to know？
我将向你介绍我们的公司， 你有什么特别想知道的吗？
40.We have some reports to show you for background
information. 我们还有一些报告向你介绍背景资料。
41.Is your factory any different from other plastics factories？
你们工厂和其他塑胶工厂有何差别呢？
43.I"d like to explain what makes this factory special. 我要向你说明本工厂的特性。
44.This is the most fully-automated factory we have. 这是我们的全自动化工厂。
45.It"s the most up-to-date in the industry. 这是同业中最新型的。
48.I"m afraid I don"t know. Let me ask the supervisor in this section. 恐怕我不知道， 让我来询问一下该组的负责人。
49.I"m not really sure about that. Mr. Jiang should know the answer to that. 关于那事我不敢确定， 蒋先生应该知道答案。
50.Let me direct that question to the manager. 让我直接问经理好了。
51.I"m not familiar with that part. Let me call someone who is more knowledgeable. 那部分我不熟悉， 让我找专业人士来说明。
53.Is there anything you"d like to know？ 你想知道什么？
54.Is there anything I can explain fully？ 有什么事情要我详细说明的吗？
55.What did you think of our factories？ 你认为我们的工厂怎样？
56.I was impressed very much. 我有深刻的印象。
57.thank you very much for giving us your valuable time. 我们占用了你宝贵的时间， 非常感谢。
机场接待常用口语 You must be our long-expected guest, Mr.X from the U.S. 您一定是我们盼望已久的客人， 从美国来的 X 先生吧！
Very nice/glad/pleased to meet you. 幸会 I"m delighted to meet you at last. 很高兴终于见到您了。
It was nice meeting you./I"m so pleased to have(finally) met you./ 很高兴见到您。
（道别用语）
How was your journey? 您旅途如何？
I hope you"ve had a pleasant flight/trip. 旅途愉快吧！
I hope you"ll enjoy your stay here. 希望您在此过得愉快。
Hope you"ll have a pleasant/enjoyable stay here. 祝你们在此逗留愉快。
We"ve been expecting you ever since you sent us the fax informing us of your date of arrival. 自从您把来访日期传真给我们后， 我们一直在期待着您的到来。
And I"ll be very happy if I can help you with anything. 如能为您效， 我将十分高兴。
May I help you with your baggage/luggage? 我替您拿行李好吗？
Is there anything I can do for you? 有什么事需要我帮忙吗？
How nice to see you again! 再次见到您真高兴。
I"ve heard so much about you. Glad to meet you. 久闻大名， 今日相见荣幸之至。
You must be very tired after such a long trip. 长途旅行之后， 您一定累了。
We were held up for a few hours at Hong Kong Airport because of a small accident. But on the whole we had a smooth flight. 因为一个小小的事故， 我们在香港机场滞留了几个小时。
但总的来说， 旅途还是很顺利的。
Now shall we go and collect your luggage. 现在我们去取行李吧
A: Good m orning. The United Airlines. What can I
do for you? 早上好。
美国联合航空公司。
我能为您做些什嘛？
B: Yes, I "d like to m ake a reservation to Boston next week. 是的， 我想订一张下周飞往波斯顿的机票。
A: When do you want to fly? 您想何时去？
B: Monday, septem ber 1 2. 周一， 9 月 1 2 日。
A: We have Flight 802 on m onday. Just a m om ent please. Let m e check whether there"re seats available. I "m
sorry we are all booked up for Flight 802 on that day. 我们有周一 802 次航班。请稍等。让我查一下那天是否有座。非常抱歉 802 次航班机票已订完。
B: Then, any alternatives? 那还有别的吗？
A: The next available flight leaves at 9: 30 Tuesday m orning septem ber 1 3. Shall I
book you a seat? 有一次航班在九月 1 3 日周二上午 9: 30 起飞。
我要为您订个座位吗？
B: Er... it is a direct flight, isn"t it? 哦......是直航对吗？
A: Yes it is. You want to go first class or coach? 是的。
您愿意订头等舱还是经济舱的机票？
B: I
prefer first class, what about the fare? 我想订头等舱的机票。
多少钱？
A: One way is $1 76. 单程是 1 76 美元。
B: Ok I
will take the 9: 30 flight on Tuesday. 好的我要订周二 9: 30 的机票。
A: A seat on Flight 807 to Boston 9: 30 Tuesday m orning. I s it all right, sir? 一张 807 次航班周二早晨 9: 30 飞往波斯顿的机票， 对吗先生？
B: Right. Can you also put m e on the waiting list for the 1 2th? 对。
你能把我放到 1 2 号等候名单中吗？
A: Certainly. May I
have your nam e and telephone num ber? 当然可以。
请您告诉您的名字和联系方式。
B: My nam e is Lorus Anderson. You can reach m e at 52378651 . 我叫 Lorus Anderson。
我的电话是电话是 52378651 ， 您可以和我取得联系。
A: I
will notify you if there is cancellation. 若是取消我会通知您的。
B:
Thank you very m uch. 非常感谢。
A: My pleasure. 不客气。
【常用句型】
1 . I
want a package deal including airfare and hotel. 我需要一个成套服务， 包括机票和住宿。
2. I "d like to change this ticket to the first class. 我想把这张票换成头等车。
3. I "d like to reserve a sleeper to Chicago. 我要预订去芝加哥的卧铺。
4. I "d like to sit in the front of the plane. 我要坐在飞机前部。
5. I "d like two seats on today"s Northwest Flight 7 to Detroit, please.
我想订两张今天西北航空公司 7 班次到底特律的机票。
6. I "d like to buy an excursion pass instead. 我要买一张优待票代替。
7. I "d like a refund on this ticket. 我要退这张票。
8. I "d like to have a seat by the window. 我要一个靠窗的座位。
9. We have only one a day for New York. 到纽约的一天只有一班。
1 0. The flight num ber is AK708 on Septem ber 5th. 班机号码是 9 月 5 日的 AK708。
1 1 . There"s a ten thirty flight in the m orning. 早上 1 0 点半有班机。
1 2. I "d like to reconfirm
m y flight from
London to Tokyo. 我要再确认一下我从伦敦到东京的班机。
1 3. My reservation num ber is 2991 . 我的预订号码是 2991 。
1 4. Do you have any tickets available for that date? 你们有那天的票吗？
1 5. Would you please m ake m y reservation to Chicago for tom orrow? 请帮我预订明天去芝加哥的座位好吗？
1 6. What""s the fare to New York, Econom y Class? 去纽约的经济舱机票多少钱？
1 7. Where do I
pick up the ticket? 我什么地方拿机票？
1 8. Can I
have a second－class one way ticket to Chicago, please? 请给我一张去芝加哥的单程二等票好吗？
1 9. Can I
stop over on the way? 我在中途可以停吗？
20. What tim e does the plane take off? 飞机何时起飞？
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