酒店服務(wù)英語培訓(xùn)

演講人：日期：酒店服務(wù)英語培訓(xùn)目錄CONTENTSBasicknowledgeofhotelserviceEnglishFrontdeskreceptionserviceEnglishtrainingCateringServiceEnglishTrainingRoomserviceEnglishtrainingEntertainmentFacilitiesandBusinessServicesEnglishTrainingSummary,ReviewandImprovementSuggestions01BasicknowledgeofhotelserviceEnglishcheck-in,check-out,reservation,roomservice,concierge,etc.Receptionmenu,order,bill,tip,waiter/waitress,etc.RestaurantGoodmorning/afternoon/evening,Welcometoourhotel,HowcanIhelpyou?,etc.CommonphrasesCommonHotelEnglishVocabularyandPhrasesSubject+Verb,Subject+Verb+Object,Therebesentencepatterns,etcBasicpresencepatternsPresentsimpletense,Pastsimpletense,Futuresimpletense,Presentcontinuoustense,etcGrammaticalstructuresCouldyouplease...,Wouldyoulike...,MayIhelpyou,etc.UsefulexpressionsBasicsentencepatternsandgrammaticalstructuresRisingandfallingtones,useofpitchinquestionsandstatementsIntonationPracticethroughlisteningandimitation,attentiontodetailinpronunciationPronunciationskillsVowelsandconsonants,syllabledivision,wordstress,sentencestressPronunciationPronunciationintonationandpronunciationskillsUnderstandingculturaldifferencesGreetings,etiquette,taboos,etc.CrossculturalcommunicationskillsAdaptingcommunicationstyleDirectnessvs.indirectness,formalityvs.informalityHandlingculturalconflictsRemainingcalm,usingempathy,seekingcommonground02FrontdeskreceptionserviceEnglishtrainingGreetingguestsandconfirmingreservations"Welcometoourhotel!MayIhaveyournametoconfirmyourreservation?"Askingforidentificationandpaymentinformation"Couldyoupleaseprovidemewithyouridentificationandacreditcardforincidentals?"Offeringroomoptionsandupgrades"Wehaveavarietyofroomtypesavailable.Wouldyoubeinterestedinupgradingtoasuitewithabetterview?"Confirmingcheck-indetails"Yourroomisready.Hereisyourroomkey.Doyouneedanyassistancewithyourluggage?"Englishexpressionsinthebookingandcheck-inprocessRespondingtorequestsforadditionalservices:"Certainly,wecanarrangeforawake-upcallorataxitotheairport.Whattimewouldyoulikethewake-upcall?"Handlingcomplaintsaboutroomcleanlinessoramenities:"I'msorrytohearabouttheissueswithyourroom.Wewillimmediatelysendsomeonetocleanitorreplaceanymissingamenities."Providingalternativesforunavailableservices:"I'mafraidourrestaurantisclosedfortheevening.However,thereareseveralnearbyrestaurantsthatwecanrecommend."Customerdemandresponseandproblem-solvingstrategiesConfirmingcheckouttimeandbilldetails"Yourcheckouttimeisat11am.Wouldyouliketoreviewyourbillbeforeyouleave?"OfferinglatecheckoutorstorageoptionsHandlingpaymentandprovidingreceiptsCommunicationskillsduringcheckoutprocess"Ifyouneedmoretimetopack,wecanarrangeforalatecheckout.Alternatively,wecanstoreyourluggageaftercheckout.""Yourtotalbillcomesto$XXX.Howwouldyouliketopay?Icanprovideyouwithareceiptoncethepaymentisprocessed."Respondingtolostorstolenitems"I'msorrytohearthatyou'velostyourwallet.Wewillassistyouinreportingthistothepoliceandhelpwithanynecessaryarrangements."Accommodatingguestswithdisabilitiesorspecialneeds"Wehaveaccessibleroomsandfacilitiesforguestswithdisabilities.Pleaseletusknowifyouneedanyassistanceorspecialarrangements."Handlingemergencysituations"Incaseofanemergency,pleasedial911fromyourroomphone.Ourstaffisalsoavailable24/7toprovideassistance."Dealingwithunexpectedsituationsorspecialrequirements03CateringServiceEnglishTrainingTerminologyrelatedtorestaurantreservationsandseatingarrangementsReservationTheactofbookingatableatarestaurantaheadoftime.TablearrangementOrganizingtheseatinglayoutofarestauranttomaximizecomfortandefficiency.SeatingcapacityThemaximumnumberofpeoplethatcanbeseatedinarestaurantatonetime.WaitlistAlistofcustomerswaitingforatabletobecomeavailable.MenuintroductionandrecommendeddishtipsMenucategories01Anoverviewofthedifferentsectionsofthemenu,suchasappetizers,maincourses,anddesserts.Featureddishes02Highlightingtherestaurant'sspecialtyorsignaturedishes.Ingredientsandcookingmethods03Describingthekeyingredientsandcookingtechniquesusedincertaindishes.Recommendedpairings04Suggestingdrinks,sides,orotherdishesthatcomplementthemaincourse.ClarifyingrequestsTakingordersEnsuringthatcustomers'ordersareaccuratebyconfirmingdetailssuchasportionsize,cookinginstructions,anddietaryrestrictions.Askingcustomersfortheirfoodanddrinkpreferences.Suggestingadditionalitemsorupgradestoenhancethecustomer'sdiningexperience.Providinginformationaboutthemenu,ingredients,orpreparationmethodswhenaskedbycustomers.UpsellingAnsweringquestionsCommunicationandexchangemethodsduringtheorderingprocessInvitationforfeedbackEncouragingcustomerstoprovidefeedbackontheirexperienceandsuggestingwaystoimprovetherestaurant'sservices.BillingprocessExplainingthebilltothecustomer,includinganydiscounts,taxes,orservicecharges.PaymentmethodsAcceptingvariousformsofpaymentsuchascash,creditcards,ormobilepayments.Thank-youspeechExpressinggratitudetothecustomerfordiningattherestaurant.Postmealcheckoutandthank-youspeech04RoomserviceEnglishtraining123Familiarizetraineeswithvariousroomfacilitiessuchasthebed,wardrobe,TV,airconditioning,andWi-Fi.Providedetailedinstructionsonhowtooperateeachfacility,includinganyspecificsettingsormodes.Emphasizetheimportanceofexplainingthesefacilitiestoguestsinaclearandconcisemanner.IntroductiontoRoomFacilitiesandInstructionsforUseCustomerdemandresponseandproblem-solvingstrategiesTrainstafftolistenattentivelytocustomerrequestsandconcerns.Teacheffectivecommunicationtechniquestoclarifyandconfirmcustomerneeds.Provideguidelinesforhandlingcommonproblemssuchaslostitems,noisyneighbors,orissueswithroomfacilities.Emphasizetheimportanceofapromptandcourteousresponsetoensurecustomersatisfaction.PolitelanguagewhencleaningandorganizingroomsIntroduceappropriategreetingsandapologieswhenenteringaguest'sroomforcleaningororganizingpurposes.Trainstafftoexplainthecleaningprocessandanydisruptionsitmaycauseinapoliteandrespectfulmanner.Provideexamplesofprofessionalandcourteouslanguagetousewheninteractingwithguestsduringtheseactivities.Emphasizetheimportanceofhandlingsuchsituationswithtactanddiplomacytoavoidanyconflictordiscomfortfortheguest.Instructstafftoconductathoroughinspectionoftheroomduringthecheck-outprocess.Familiarizetraineeswiththeprocedureforreportinganydamagedormissingitems.Checkfordamageditemsduringcheck-out01020305EntertainmentFacilitiesandBusinessServicesEnglishTraining01EntertainmentFacilitiesOverviewIntroducevariousentertainmentfacilitiesavailableinthehotelsuchasswimmingpools,fitnesscenters,spas,andotherrecreationalareas.BookingandAppointmentProceduresExplainhowguestscanmakereservationsorappointmentsforthesefacilities,includingonlinebooking,phonereservations,orin-personrequests.CancellationandReschedulingPoliciesDetailthehotel'spoliciesregardingcancellationsorreschedulingofappointments,aswellasanyfeesorpenaltiesthatmayapply.IntroductiontoEntertainmentFacilitiesandAppointmentMethods0203RelatedservicecontentprovidedbythebusinesscenterBusinessServicesOverviewOutlinetherangeofbusinessservicesofferedbythehotel'sbusinesscenter,suchasprinting,faxing,photocopying,andcomputerrental.FeesandChargesProvideabreakdownofthecostsassociatedwitheachservice,includinganydiscountsorpromotionsthatmaybeavailable.OperatingHoursandLocationsInformguestsaboutthebusinesscenter'soperatinghours,locationwithinthehotel,andcontactinformationforfurtherassistance.RoomSetupandEquipmentDiscusstheavailableroomsetups,suchastheater,classroom,orbanquetstyle,andtheaudiovisualequipmentprovidedbythehotel.MeetingRoomOptionsandCapacitiesDescribethedifferentmeetingroomsavailable,theircapacities,andsuitablelayoutsforvariousevents.BookingProceduresandRequirementsDetailthestepsinvolvedinbookingameetingroom,includingadvancenoticerequired,depositorpaymentterms,andcancellationpolicies.ExplanationofMeetingRoomBookingandLayoutRequirementsEventplanningandarrangementrelatedmattersThemesandDecorationsProvideideasforeventthemes,decorations,andothercustomizedelementstoenhancetheoverallexperience.CateringandBeverageOptionsDiscusstherangeofcateringandbeverageoptionsavailable,includingmenus,dietaryrestrictions,andpricing.EventPlanningServicesHighlightthehotel'seventplanningservices,includingassistancewithchoosingavenue,arrangingcatering,andcoordinatinglogistics.03020106Summary,ReviewandImprovementSuggestionsGreetingandwelcomingguestsPhrasesusedtogreetandwelcomehotelguests,inquiringabouttheirneedsandexpectations.CheckinginandoutproceduresVocabularyandexpressionsrelatedtothecheck-inandcheck-outprocess,includingroomassignments,paymentmethods,andhandlingguestrequests.HotelfacilitiesandservicesDescribinghotelamenities,suchasrestaurants,fitnesscenters,andmeetingrooms,alongwithrelatedvocabularyforbookingsandreservations.SummaryandReviewofKeyKnowledgePointsHandlingguestcomplaintsPhrasesforaddressingandresolvingguestcomplaints,apologizing,andofferingsolutions.SummaryandReviewofKeyKnowledgePointsDifficultiesinunderstandingguestswithdifferentaccentsorlimitedEnglishproficien