酒店員工英語培訓(xùn)課件

酒店員工英語培訓(xùn)課件目錄OverviewofEnglishintheHotelIndustryFrontdeskreceptionistEnglishCateringServiceEnglishRoomServiceEnglishCONTENTS目錄BusinessCenterandConferenceServicesEnglishProfessionalLiteracyandCommunicationSkillsofHotelEmployeesCONTENTS01OverviewofEnglishintheHotelIndustryCHAPTERImprovingservicequality:HotelEnglishisanimportanttoolforhotelemployeestocommunicatewithforeignguests.MasteringhotelEnglishproficientlycanimproveservicequalityandmeettheneedsofguests.Enhancinghotelcompetitiveness:Inthecontextofglobalization,thepopularityofhotelEnglishhasbecomeoneoftheimportantstandardsformeasuringtheinternationalizationlevelofhotels,andhotelswithgoodEnglishcommunicationskillsaremorecompetitive.Expandingemployeecareerdevelopment:Forhotelemployees,masteringhotelEnglishnotonlyhelpstoimprovetheirpersonalprofessionalcompetence,butalsohelpstoexpandtheircareerdevelopmentpathandimprovetheirprofessionalcompetitiveness.TheImportanceofHotelEnglishStrongprofessionalismHotelEnglishinvolvesvariousaspectsofthehotelindustry,includingfrontdeskreception,roomservice,cateringservices,conferenceservices,etc.Employeesarerequiredtomasterprofessionalterminologyandindustryknowledge.OralcommunicationisthemainfocusHotelEnglishemphasizesoralcommunicationskills,requiringemployeestobeabletofluentlyengageindailyconversationswithforeignguests,solvetheirproblemsandneeds.PolitelanguageandetiquettenormsHotelEnglishemphasizestheuseofpolitelanguageandetiquettenormstoshowcasetheprofessionalimageandservicequalityofthehotel.TheCharacteristicsandRequirementsofHotelEnglishFrontdeskreception:FrontdeskreceptionisoneoftheimportantscenariosforhotelEnglishapplication,andemployeesneedtomasterhowtohandlecheck-inandcheck-outproceduresforguests,providetravelconsultationandotherservices.Roomservice:Inroomservice,employeesneedtocommunicatewithguestsinEnglish,understandtheirneeds,andprovidecleaning,maintenance,andmealdeliveryservices.Cateringservices:Incateringservices,employeesneedtomastercommonEnglishvocabularyandsentencestructuresinrestaurants,andprovidecustomerswithservicessuchasordering,delivery,andcheckout.ConferenceServices:Thehotelalsofrequentlyundertakesvariousconferenceactivities,andemployeesneedtomasterconferenceEnglishtoprovidevenuelayout,equipmentdebugging,teabreakarrangements,andotherservicesforattendees.ApplicationscenariosofhotelEnglish02FrontdeskreceptionistEnglishCHAPTERStandardgreetingphrases:"Goodmorning/afternoon/evening,Sir/Madam.Welcometoourhotel.HowmayIassistyou?"Inquireaboutcustomerneeds,suchas"Areyouhereforareservation?Doyouneedasingleordoubleroom?Forhowmanynights?"Understandspecialrequirements,suchas"Doyouhaveanyspecialrequirements?Wouldyoulikearoomonahigher/lowerfloor?"GreetingandInquiringNeedsIntroducetheroomtype,suchas"Wehavestandard,superior,anddeluxeroomsavailable.Thedeluxeroomcomeswithaseparatelivingareaandapanoramicviewofthecity."Emphasizehotelfeatures,suchas"Ourhotelboardsanoutdoorpool,afitnesscenter,andthreehotelsservingavarietyofcuisines."Introducefacilitiessuchas"AllourroomsareequippedwithflatscreenTVs,freeWiFi,andminibars.Thebathroomsfeaturerainshowersandcompliancetoys."IntroductiontoRoomTypesandFacilitiesConfirmbookinginformation,suchas"Letmeconfirmyourreservationdetails.You'vebookedadoubleroomforthreenights,isthatcorrect?"Explainthecheck-inprocess,suchas"Tocompleteyourcheck-in,I'llneedtoseeyouridentificationandtakeacreditcardforincidents.Ourcheck-intimeisnoon."Provideadditionalservicessuchas"Wouldyouliketobookatableatoneofourrestaurants?Wealsoofferlaundryandroomservices."Handlingcheck-inproceduresListenandapologize,suchas"I'msorrytohearaboutyourexperience.Couldyoupleasetellmemoreaboutwhathappened?"Provideasolution,suchas"I'llhavesomeonefrommaintenancelookintotheproblemimmediate.Intheimmediate,wouldyouliketobemovedtoanotherroom?"Thankyouforyourfeedback,suchas"Thankyouforyourfeedback.Wevalueyouropinionandwilluseittoimproveourservices."Handlingcomplaintsandsuggestions03CateringServiceEnglishCHAPTER123Answerthephone,confirmtheguest'sname,numberofpeople,time,andspecialrequirements.BookingserviceWelcomeguests,inquireifthereisareservation,andguidethemtotheirseats.ReceptionlanguageIntroducetherestaurant'sfeatures,varietyofdishes,anddrinkstoguests.IntroducetherestaurantRestaurantreservationandreceptionRecommendeddishesBasedonthecustomer'stasteandneeds,recommendsuitabledishesanddrinks.OrderingskillsRecordthecontentofthecustomer'sorder,confirmtherecipeandspecialrequirementsofthedish.MenuinterpretationHelpcustomersunderstandthemenucontent,introducetheingredientsandcookingmethodsofthedishes.Orderingandrecommendingdishes03HandlingcomplaintsListencarefullytocustomercomplaints,apologizepromptly,andprovidesolutions.01ServingserviceServedishesintheorderordered,providethedishname,andintroducethecharacteristicsofthedish.02IntermealcommunicationInquireaboutcustomersatisfactionwiththedishes,providenecessaryassistanceandservices.MealserviceandcommunicationCheckoutservice01Providebills,explaincostdetails,acceptpaymentmethods,andmakechanges.Farewelllanguage02Thankyoufortheguest'svisit,welcometovisitagainandsaygoodbye.Organizethediningtable03Cleanthetableandpreparetoreceivethenextbatchofguests.CheckoutandFarewell04RoomServiceEnglishCHAPTERDailycleaninglanguage"Goodmorning,I'mheretocleanyourroom.CanIcomein?""I'lljustfreshenupthetowelsandchangethesheets."RoomcleaningandmaintenanceRoomcleaningandmaintenance"Ifyouneedanythingelse,justletmeknow."Maintenancerequestresponse"Ifyouexperienceanyproblemswiththeairconditioning,pleasedon'twaittocallus.""I'msorryabouttheplumpingissue.We'llhaveitfixedassoonaspossible.""ThankyouforreportingthebrokenTVremote.We'llreplaceitimmediately."RoomcleaningandmaintenanceIntroductiontoLaundryServices"Ourhotelofferslaundryservice.Justleaveyourclothesintheprovidedlaundrybagandwe'lltakecareofthem.""Wehaveasamedaylaundryserviceavailableforasmalladditionalfee."Ironingserviceterminology"Ifyouneedyourclothespressed,pleasehangthemupandletusknow.""Weprovidecomprehensivereportingserviceforuptotwoitemsperday."LaundryandironingservicesNightbedserviceterminology"Wouldyoulikeustoturndownyourbedforthenight?""Wecanalsoprovideyouwithasleepmaskandearplugsforabetternight'ssleep."Wakingupservicelanguage"Goodevening,wouldyoulikeawakeupcallfortomorrowmorning?""Atwhattimewouldyoulikeustowakeyouup?"010402050306WakeupandNightbedServices01Basicdemandresponse02"Ofcourse,I'llbringyouanextrablankrightaway."03"Pleaseletusknowifthere'sanythingelseyouneed."04Specialneedshandling05"Ifyourequireababycriborarollawaybed,wecanarrangethatforyou."06"Foranyspecialrequests,don'twaittocontactthefrontdesk."Customerdemandresponse05BusinessCenterandConferenceServicesEnglishCHAPTERArrangeexpressdelivery,mail,andparceldeliveryservicesRentofficeequipmentsuchascomputersandprintersAssistguestsinbookingairtickets,hotels,carrentals,andotherservicesProvideconferenceroomrentalandrelatedequipmentsupportProvidedocumentprocessingservicessuchasprinting,copying,scanning,andfaxingBusinessCenterServiceContentDescriptionofMeetingRoomTypeandCapacityIntroductiontoaudio-visualequipmentsuchasprojectors,screens,andspeakersProvidestationeryitemssuchaswhiteboards,markers,andpaperTea,coffee,DimsumandotherteabreakservicesWirelessnetworkcoverageandnetworkconferencesupportinstructionsIntroductiontoConferenceFacilitiesandEquipmentMeetingarrangementandcoordinationAssistguestsindevelopingmeetingschedulesandprocessesArrangemeetingroomsandrelatedequipmentaccordingtoneedsProvideconferencevenuelayoutanddecorationservicesAssistguestsinhandlingunexpectedeventsandissuesduringthemeetingProvidepostmeetingcleaninganditemreturnservicesAssistguestsinsummarizingandevaluatingmeetingsCollectguestfeedbackandsuggestionsonconferenceservicesImproveandoptimizetheproblemsandshortcomingsIncorporatecustomerfeedbackandsuggestionsintoemployeetrainingandserviceimprovementplansRegularlyreviewandsummarizeconferenceserviceexperience,continuouslyimproveservicequality0102030405Po