《酒店英文代码》课件

HotelEnglishCodePPTCourseware目录CONTENTSEnglishcodeforhoteldepartmentCommonEnglishtermsusedinhotelsHotelEnglishpoliticallanguageHotelEnglishemergencyresponseHotelEnglishDailyManagement01EnglishcodeforhoteldepartmentCHAPTERFrontOfficeEnglishCodeReceptionserviceMasterhowtouseEnglishforcustomerreception,includingcheck-inandcheck-outservices.ConsultingserviceAbletoanswercustomerinquiriesinEnglishabouthotelfacilities,surroundingattractions,etc.BookingserviceAbletomakeroomreservations,cancelreservations,andmodifyreservationsinEnglish.CashierservicesMastercommonEnglishexpressionsforcheckout,check-out,foreigncurrencyexchange,andothercashierservices.EnglishcodeforhousekeepingdepartmentRoomcleaningserviceMasterhowtouseEnglishforroomcleaning,changingsheets,towels,andotherservices.RoommaintenanceserviceabletohandlecustomercomplaintsandrepairrequestsregardingfacilitymalfunctionsinEnglish.RoomserviceAbletoprovideroomservicessuchaswaterdelivery,mealdelivery,laundry,etc.inEnglish.RoominspectionserviceAfterthecustomerchecksout,theycanconductaroominspectioninEnglishandrecordtheroomcondition.OrderingserviceAbletoprovideorderingserviceinEnglish,includingintroducingdishes,inquiringaboutcustomerneeds,etc.BeverageservicesMastercommonEnglishexpressionsforalcoholpromotion,ordering,checkout,andotherservices.MealdeliveryserviceAbletoprovidemealdeliverytotheroominEnglish,ensuringfoodqualityandsafety.BanquetServicesAbletoprovideone-stopservicesinEnglishforbanquetbooking,decoration,andservice.EnglishcodeforcateringdepartmentFitnessservicesAbletoprovidegymusageguides,appointmentcoaches,andotherservicesinEnglish.AbletointroducevariousentertainmentactivitiesinEnglish,includingSPA,massage,etc.MasterhowtoprovideswimmingservicesinEnglish,includingprecautionsandsafetyinstructions.Abletoprovidebeautyandhairdressingappointments,recommendations,andotherservicesinEnglish.EntertainmentservicesSwimmingpoolservicesBeautyandhairdressingservicesLeisureDepartmentEnglishCodeMarketresearch:MasterhowtoconductmarketresearchinEnglish,collectcustomerneedsandfeedback.Marketingstrategy:AbletodevelopandimplementhotelmarketingstrategiesinEnglishtoincreasehotelvisibilityandoccupancyrates.Advertising:AbletowritehoteladvertisingcopyinEnglishandpromoteitthroughvariouschannels.CustomerRelationshipManagement:MasterhowtouseEnglishforcustomerfollow-up,satisfactionsurveys,andothercustomerrelationshipmanagementtasks.MarketingDepartmentEnglishCode02CommonEnglishtermsusedinhotelsCHAPTERThereceptiondeskwhereguestscheckinandoutFrontDeskThemainareaofthehotelwhereguestsgather,oftenincludingaseatingareaandabarLobbyAroominthehotelwhereguestsstayGuestRoomAfitnesscenterlocatedinthehotelthatisavailableforgueststouseHotelGymEnglishterminologyforhotelfacilitiesTheserviceprovidedbythehoteltocleanandmaintainguestroomsHousekeepingLaundryServiceRoomServiceConciergeServiceAserviceprovidedbythehoteltowashanddryguestlinesandclothingAservicethatprovidesfoodanddrinkstoguestsintheirroomsAserviceprovidedbythehoteltoassistguestswiththeirtravelneedsandrequestsEnglishterminologyforhotelservicesThepersonresponsibleforoverseeingtheoperationsofthehotelManagerThepersonwhochecksguestsinandoutatthefrontdeskFrontDeskAgentThepersonresponsibleforcleaningguestroomsHousekeeperThepersonwhoservesfoodanddrinkstoguestsintherestaurantorroomserviceWaiter/WaitressEnglishjobterminationforhotelemployeesABCDBreakfastBufferAmealwhereguestscanchoosefromavarietyoffoodoptionsforbreakfastBanquetAlargegatheringofpeople,oftenforaspecialoccasion,wherefoodanddrinksarepreservedCateringServiceAserviceprovidedbythehoteltoprovidefoodanddrinksforeventsormeetingsAlaCarteDiningAdiningexperiencewhereguestschooseindividualdishesfromamenucomparedtoasetmenuEnglishTerminologyforHotelCatering03HotelEnglishpoliticallanguageCHAPTERCourtesylanguageusedinthefrontofficeGreetingandFarewell:Whenreceivingguests,useappropriategreetingandfarewelllanguage,suchas"Goodmorning/afternoon/evening,welcometoourhotel"and"Goodbye,hopeyouenjoyyourstay".Inquireaboutcustomerneeds:Whenunderstandingcustomerneeds,usepoliteinquirymethodssuchas"HowmayIassistyoutoday,sir/madam?".Provideinformationandsuggestions:Providehotelfacilities,services,andeventinformationtoguests,andprovidereasonablesuggestions,suchas"Wehaveafitnesscenterandspaavailableforyourconvention.Wouldyouliketobookasession?".HandlingComplaintsandIssues:Whenfacingcustomercomplaintsorissues,remaincalmandrespondwithappropriatelanguage,suchas"Iapologizefortheinconvenience,Iwilldomybesttoresolvethismatter.".PolelanguageusedbythehousemeetingdepartmentCleaningandorganizingaroom:Whencleaningandorganizingaroom,maintainprofessionalismandpoliteness,suchas"Iwillmakeupyourroomnow,doyouneedanythingelse?".Changebedsheetsandtowels:Whenchangingbedsheetsandtowels,confirmwiththeguestifnecessaryandapologize,suchas"Iwillchangeyourbedsheetsandtowels,isthereanythingelseyouneed?Sorryfortheinconvenience.".Provideadditionalservices:Provideadditionalservicesbasedoncustomerneedsandpolitelyaskifyouaresatisfied,suchas"Inoticedyourshoesarecooked,wouldyoulikemetoshinethemforyou?Ihopetheymeetyoursatisfaction.".Respondingtocustomerfeedback:Whenfacingcustomerfeedbackorcomplaints,remaincalmanduseappropriatelanguagetorespond,suchas"Thankyouforyourfeedback,Iwillreportthisissuetothemanagement.".PolelanguageusedinthecateringdepartmentOrderingservice:Whenprovidingorderingservicestoguests,usepolitelanguageandensuresmoothordering,suchas"Goodevening,mayItakeyourorder?Doyouhaveanydietaryrestrictionsorpreferences?".Introducingdishesanddrinks:Whenintroducingdishesanddrinkstoguests,useprofessionalterminologyandensureaccuratedescriptions,suchas"Thisisoursignaturedish,itiscookedtoperformanceandcomeswitharichsauce.Wealsohaveafineselectionofwinesfromourcell.".Servingandchangingdishes:Whenservingandchangingdishes,makesuretousepolitelanguageandavoidtouchingtheguest'shand,suchas"Hereisyourmaincourse,Iwillplaceithere.Wouldyouliketotryourfreshlybakedbreadwithbutter?".Respondingtocomplaintsandissues:Whenfacingcustomercomplaintsorissues,remaincalmanduseappropriatelanguagetorespond,suchas"Iamsorryiftherewasanydelayinservice,Iwillensurethisdoesnothappenagain".PolelanguageusedintheLeisureDepartmentProvideactivityinformation:Whenprovidingleisureactivityinformationtoguests,usepolitelanguageandensurethatguestsunderstandalldetails,suchas"Wehaveavarietyofactivitiesavailableincludingyogaclasses,spatreatmentsandfitnesssessions.Wouldyouliketobookasession?".Bookingservice:Whenbookingleisureservicesforguests,usepolitelanguageandensurethattheirbookingiscompletedsmoothly,suchas"Toconfirm,youwouldliketobookaprivateyogasessionfortwopeople.Isthiscorrect?".Remindertoguests:Whenremindinggueststoparticipateinleisureactivities,usepolitelanguageandensurethattheyunderstandrelevantregulationsandrequirements,suchas"PleaseremembertobringyourIDandwearappropriateattributeforyoga.Wehavelocksavailableforyourbelongings".Respondingtocomplaintsandissues:Whenfacingcustomercomplaintsorissues,remaincalmanduseappropriatelanguagetorespond,suchas"Iapologizeiftherewereanyinconveniences,Iwillensurethismatterisaddressedpromptly.".PolelanguageusedbythemarketingdepartmentPromotinghotelproductsandservices:Whenpromotinghotelproductsandservicestoguests,usepolitelanguageandensurethatthepromotionprocessisnaturalandsmooth,suchas"Iwouldliketorecommendoursignaturespatreatment,itisverypopularandhasreceivedexcellentreviews.Wouldyouliketobookasession?".Providehotelpromotionalinformation:Whenprovidinghotelpromotionalinformationtoguests,usepolitelanguageandensurethatguestsunderstandthepromotionaldetailsandrestrictions,suchas"Wehaveaspecialofferonourwebsiteforstaysofthreenightsormore.Wouldyouliketotakeadvantageofthisoffer?".Collectmarketfeedback:Whencollectingmarketfeedbackfromcustomers,usepolitelanguageandensurethatcustomersarewillingtosharetheiropinionsandsuggestions,suchas"Iwouldrecommendyourfeedbackonourservicesandproducts,ithelpsusimproveouroffering.Doyouhaveanysuggestionsorcomments?".Respondingtocomplaintsandissues:Whenfacingcustomercomplaintsorissues,remaincalmanduseappropriatelanguage04HotelEnglishemergencyresponseCHAPTERHandlingofhiddenillnessforguestsRecognizingsymbolsIdentifythesignsofIllnessandassesstheseverityofthesituationAssistingguestsProvidebasicfirstaidandcomforttotheguestuntilmedicalassistancearraysContactingmedicalprofessionalsCallanimbalanceorcontactanearbyhospitaltoensurepromptmedicalattentionKeepingrecordsDocumenttheincident,includingthesymptoms,actionstaken,andtheguest'smedicalinformationforfuturereferenceHandlingofaccidentalinjuriestoguestsAssessingthesituationDeterminethenatureandextentoftheinjury,andthenecessaryfirstaidmeasuresProvidingfirstaidAdministerbasicfirstaid,suchashemostasis,bandaging,andprovidingcomforttotheguestContactingemergencyservicesCallformedicalassistanceifnecessaryAssistingguestswithfollowupcareProvideinformationonfollowupcareandensurethattheyreceiveappropriatemedicalattentionHandlingofcustomerfeltReportingtheincidentNotifythehotelmanagementandsecuritypersonnelimmediatelySecurityevidencePreserveanypotentialevidence,suchassurveyfootprintoreyewitnessaccountsAssistingguestsProvidesupportandassistancetotheaffectedguest,includingreportingtheincidenttothepolicyifnecessaryCoordinatingwithauthoritiesCoordinatewiththepolicyorotherlawenforcementagenciestoinvestintheincidentCustomercomplainthandlingRecognizingthecomplaint:ThanktheguestforbringingtheissuetoyourattentionandexpresswillingnesstoaddresstheirconcernsListeningactivity:Listenattentivelytotheguest'scomplaintandtrytounderstandtheirperspectiveOfferingapologiesandexplanations:Apologizerecentlyforanyinconveniencecaused,andprovideexplanationsforanyissuesthatmayhaveoccurredResolvingthecomplaint:Takepromptactiontoresolvetheissue,andfollowupwiththeguesttoensurethattheirsatisfactionhasbeenrestored05HotelEnglishDailyManagementCHAPTEREmployeerecruitmentEnsurethatemployeeshavethenecessaryskillsandqualificationsfortheirpositions,includingfluencyinEngl