酒店餐飲英文培訓(xùn)

演講人：日期：酒店餐飲英文培訓(xùn)目錄CONTENTSOverviewofHotelandCateringIndustryBasicEnglishknowledgeFrontdeskreceptionandreservationserviceEnglishapplicationEnglishapplicationforhospitalityservices目錄CONTENTSBarserviceEnglishapplicationComplaintHandlingandCustomerRelationshipManagementEnglishApplication01OverviewofHotelandCateringIndustryGlobalizationoftheHotelandCateringIndustry:Withtheincreasingglobalization,thehotelandCateringIndustryhasexpandedrapidly,attractingalargenumberofinternationaltouristsandbusinesstravelersTechnicalAdvancements:Theindustryhaswitnessedsignificanttechnologicaladvancements,suchastheuseofartificialintelligence,robotics,andonlinebookingsystems,whichhaveimprovedefficiencyandcustomersatisfactionSustainabilityandEcofriendliness:Thereisagrowingemphasisonsustainabilityandecofriendlinessinthehotelandcateringindustry,withmanyhotelsandrestaurantsadaptinggreenpracticesandsustainablesourcingofingredients010203IndustryStatusandDevelopmentTrendsEconomicContributionThehotelandcateringindustryplaysacriticalroleintheeconomy,generatingemploymentopportunitiesandcontributingtoGDPgrowthCulturalExchangeHotelsandrestaurantsareoftenvenuesforculturalexchange,bringingtogetherpeoplefromdifferentbackgroundsandpromotingculturalunderstandingCustomerServiceandHospitalityTheindustryisknownforitsfocusoncustomerserviceandhospitality,whichisessentialforcreatingpositivecustomerexperiencesandbuildingbrandloyaltyTheImportanceofHotelandCateringIndustryImprovingCommunicationSkillsThistrainingaimstoimprovethecommunicationskillsofhotelsandcateringstaff,enablingthemtointeracteffectivelywithcustomersfromdifferentculturesandbackgroundsEnhancingServiceQualityByprovidingstaffwiththenecessarylanguageskillsandculturalawareness,thistraininghelpstoenhancetheoverallqualityofserviceprovidedbyhotelsandrestaurantsPromotingInternationalCompetitivenessEquippingstaffwiththeabilitytocommunicateinEnglish,theinternationallanguageofbusinessandtourism,canhelphotelsandrestaurantstocompetemoreeffectivelyintheglobalmarketTheobjectivesandsignificanceofthistraining02BasicEnglishknowledgeCommonwordsandphrasescheckin,checkout,reservation,roomservice,frontdeskmenu,tablereservation,order,bill,waiter/waitressbartender,drinklist,cocktail,beer,wineBanquethall,cateringservice,buffer,seatingarrangementReceiptRestaurantBarBanquet0102SimplepresenttenseusedtodescriberoutineactionsorstatesofbeingPresentcontinuoustenseusedtodescribeactionshappeningnowSimplepasttenseusedtodescribeactionsthathappenedinthepastFuturetenseusedtodescribeactionsthatwillhappeninthefutureSentencestructuresubject+verb+object,useofpositions,objectionsandadvisors030405BasicgrammarandpresencestructureOralexpressionskillsGreetingandfarewellwelcomingguests,sayinggoodbyeAskingandansweringquestionsprovidinginformation,clarifyingdetailsGivinginstructionsanddirectionsguidingguests,explainingproceduresHandlingcomplaintsandproblemsapologizing,offeringsolutions010204ImprovementoflisteningcomprehensionabilityUnderstandingdifferentaccountsandspeedsofspeechDistinguishingbetweensimilarsoundsandwordsGrassingkeyinformationinaconversationRespondingappropriatelytoquestionsandstatements0303FrontdeskreceptionandreservationserviceEnglishapplicationAddressingguestsbytheirpreferredtitle(Mr./Ms./Dr.)andlastname,lesstheyindicateotherwiseWelcomeguestswithasmileandappropriatemeetingsuchas"Goodmorning/afternoon/evening,welcometoourhotel."Usingpoliticallanguageandetiquettethroughtheconversation,suchas"Please,""Thankyou,"and"I'msorry."GreetinglanguageandpoliticaletiquetteVerifyingguest'sreservationdetails,includingname,checkin/checkoutdates,roomtype,andanyspecialrequestsConfirmingthereservationstatus(confirmed,waitinglist,orcancelled)andinformingtheguestaccordinglyProvidinginformationabouthotelfacilities,services,andpolicies,suchascheckin/checkouttimes,mealtimes,andcancellationpolicyConfirmationofbookingprocessandrelatedinformationExplainingthecheck-inprocesstotheguestandgatheringnecessaryinformation,suchasidentificationandpaymentdetailsIssuingroomkeysandexplainingroomfacilitiesandamenitiestotheguestInformingtheguestabouthotelservicesandfacilities,suchasroomservice,laundryservice,andfitnesscenterGuidelinesforcheck-inproceduresHandlingguestinquiriesandcomplaintspromptandprofessionally,listeningcarefullyandapologizingforanyinconveniencecausedOfferingsolutionsandalternativestoresolvetheissue,suchasupgradingtheroom,offeringadiscount,orarrangingforcompensationEscalatingtheissuetoasupervisorormanagerifnecessary,andfollowingupwiththeguesttoensuresafetyDealingwithunexpectedsituations04EnglishapplicationforhospitalityservicesMenuIntroductionandOrderingTips01Introducingvariousdishesonthemenu,includingtheiringredients,cookingmethods,andtaxes02Providingorderingsuggestionsbasedoncustomers'preferences,dietaryrestrictions,andbudget03Explainingthedifferencesbetweensimilardishestohelpcustomersmakeinformedchoices04Guidingcustomersthroughtheorderingprocess,includingansweringquestionsandconfirmingordersDescribingthepropertyuseofdifferenttableware,suchasplates,bowls,cutlery,andglassesAdvisingcustomersonhowtohandlediffusetoeatfood,suchasseafoodorstickyriceExplainingtheetiquetteofusingtableware,includingholdingcutoffcorrectlyandavoidingnoiseeatingOfferingassistancewhencustomersneedhelpwithusingtablewareoreatingInstructionsforusingtablewareActivelylisteningtocustomers'needsandpreferencestounderstandtheirexpectationsPromptlyrespondingtocustomers'requestsandaddressinganyissuesorconcernstheymayhaveCommunicatingwithcustomersinafriendlyandattentivetone,usingclearandsimplelanguageFollowingupwithcustomersaftertheirmealtoensuresafetyandgasfeedbackforimprovementCustomerneedscommunicationandsatisfactionExplainingthecheckoutprocesstocustomers,includingpaymentmethodsandanyadditionalchargesAdvisingcustomersonhowtohandleleftoversandofferingpackagingoptionsifneededRemindingcustomerstochecktheirbelongingsbeforeleavingtherestauranttoavoidanylossitemsProvidingcustomerswithadetailedbillthatitemizestheirorderandincludesallapplicabletaxesandfeesCheckoutprocessandpreparations05BarserviceEnglishapplicationPopularizationofalcoholknowledgeOfferadviceonwhichalcoholicbeveragespairwellwithreceivedfoodorOccasionsProvidepairingsuggestionsExplainthecharacteristics,productionmethods,andflatterprofilesofvariousalcoholicbeveragessuchasbeer,wine,andspiritsIntroducedifferenttypesofalcoholInformcustomersaboutthealcoholcontentofdifferentdrinksandhowitaffectsthetasteandintroductionlevelDiscussionalcoholcontentandstrength03HandlespecialrequestsAccommodatecustomerswithdietaryrestrictions,allowances,orpreferencesfornon-alcoholicoptions01TakeordersaccuratelyTrainstafftolistencarefullytocustomerrequestsandrepeatorderstoconfirmaccuracy02UpsellandcrosssellRecommendhighertargetitemsorsuggestcompleteproductstoincreasesalesOrderorderingtechniquesandrecommendationstrategiesExplaincocktailingredients01Familiarizestaffwithcommoncocktailingredients,theirflavors,andhowtheyinteractwitheachotherDemonstratingmixingtechniques02TeachstaffhowtousebartoolsandequipmenttomixcocktailsproperlyProviderecipecards03CreaterecipecardsforpopularcocktailsthatstaffcanrefertoduringserviceSharingmethodsformakingcocktailsRecognizesignsofintroductionTrainstafftoidentifysignsofalcoholintroductionandresponseappropriatelyHandledisruptivebehaviorTeachstaffhowtodiffusesituationsinvolvingdrunksanddisorderlycustomerswithoutescalatingtheissueOfferassistanceandsupportProvidecustomerswithinformationonlocaltransportationoptions,taxiservices,ordesigneddriversifneededDealingwithDrunkCustomers06ComplaintHandlingandCustomerRelationshipManagementEnglishApplicationMiscellaneousorlakeofinformationComplaintsmayariseduetomisunderstandingsoralakeofinformationabouthotelservices,facilities,orpoliciesServicequalityissuesComplaintscanbetriggeredbyproblemswiththequalityofserviceprovided,suchasslowroomservice,cleanrooms,orrulestaffFoodandcoverageissuesComplaintsrelatedtofoodandcoverageservicesmayincludepoorqualitymeals,incorrectorders,orfoodallowancesnotbeingaccommodatedAnalysisofcomplaintreasonsFacilityproblemsComplaintscanalso