《酒店英语培训》课件

HotelEnglishTraining目录CONTENTSIntroductionBasicknowledgeofhotelEnglishEnglishexpressionofvariousdepartmentsinthehotelHotelServiceEnglishDialogueHotelEnglishPracticalExerciseSummaryandOutlook01IntroductionHotelindustry'sgrowingglobalization:Withtheincreasingglobalizationofthehotelindustry,profitabilityinEnglishhasbecomeessentialforhotelstafftocommunicatewithinternationalguestsandensureahighqualityserviceexperienceChallengesfacedbyhotelstaff:ManyhotelstaffmembersmayhavelimitedEnglishexpertise,makingitchallengingtocommunicateeffectivelywithinternationalguestsThiscanleadtomisunderstandings,guestdissatisfaction,andultimatelyaffectthehotel'sreputationandrevenueImportanceofEnglishinthehospitalityindustry:Englishisthegloballanguageofbusinessandtourism,anditisessentialforhotelstafftohaveagoodcommandofEnglishtoprovideexceptionalserviceandensureguestsatisfactionTrainingbackgroundTrainingobjectivesImproveEnglishcommunicationskills:ThemainobjectiveofhotelEnglishtrainingistoimprovetheEnglishcommunicationskillsofhotelstaff,enablingthemtocommunicatemoreeffectivelywithinternationalguestsEnhanceguestservice:ByimprovingEnglishproficiency,hotelstaffcanbetterunderstandguestneedsandprovideexceptionalservicethatmeetsinternationalstandardsIncreaserevenue:AgoodreputationforimprovingqualityservicecanleadtoanincreaseinguestsatisfactionandultimateresultinhigherrevenueforthehotelPromotecareerdevelopment:ImprovedEnglishskillscanalsohelphotelstaffmembersintheircareerdevelopment,enablingthemtomoveupwithinthehotelindustryorseekopportunitiesinotherrelatedindustries02BasicknowledgeofhotelEnglishCheckout:CheckoutRoomServiceDiningArea:RestaurantAreaCheckin:CheckinReceptionist:FrontdeskreceptionistLaundryService010203040506Commonvocabularyusedinhotels

HotelCommonPhrasesWouldyoulikeasingleordoublebed?Doyouneedasinglebedoradoublebed?Doyourequirebreakfastinthemorning?Doyouneedbreakfastservice?TheelevatorsarelocatedontheleftsideofthelobbyTheelevatorislocatedontheleftsideofthelobby.Speakingclearlyandpolitely:Useclearandpolitelanguagetocommunicatewithguests,ensuringtheyunderstandandfeelrespected.Activelistening:Activelylistentoguests'needsandquestions,andprovideresponsestoensuresmoothcommunication.Usingappropriatebodylanguage,suchassmiling,eyecontact,etc.,toenhancecommunicationeffectiveness.HotelEnglishcommunicationskills03EnglishexpressionofvariousdepartmentsinthehotelReceiverResponsibleforcheckinginandoutguests,handlinginquiries,andprovidinginformationaboutthehotelandlocalareaKeyexpressionsincludegreetingguests,checkingavailability,andhandlingrequestsforearlycheckinorlatecheckoutReservationistHandleshotelreservations,eitherbyphoneoronlineTheycommunicatewithgueststoconfirmormodifyreservations,answeranyquestionsaboutthehotel,andhandlecancellationsorchangesKeyexpressionsincludeconfirmingreservationdetails,handlinglastminutecancellations,andofferingspecialdealsorpackagesFrontOfficeDepartmentHouseeepingDepartmentHousekeeper:ResponsibleforcleaningguestroomsandmaintainingthecleanlinessofthehotelTheyprepareroomsforincomingguests,changelinesandtowels,andensurethattheroomisintiptopconditionKeyexpressionsincludecommunicatingwithguestsaboutroomservicerequestsormaintenanceissuesandapologizingforanyinconveniencecausedduringthecleaningprocessLaundryAttendant:Responsibleforhandlingandcleaningalllines,towels,anduniformsusedinthehotelTheyensurethatallitemsarecleanandpressed,readyforuseKeyexpressionsincludecommunicatingwithhousekeepersaboutthecollectionoflaundryandhandlinganyspecialrequestsfromguestsServesfoodanddrinksinthehotelrestaurantorbanquetfacilitiesTheytakeorders,servedishes,andhandleanyrequestsfromguestsKeyexpressionsincludetakingorders,offeringmenuoptions,andadaptingforanydelaysormissesinserviceWaiter/WaitressResponsibleformixingandservingdrinksinthehotelbarTheyknowhowtoprepareavarietyofcocktails,beverages,andspiritsKeyexpressionsincludetakingdrinkorders,offeringrecommendations,andhandlinganyqueriesaboutthemenuordrinkspecialtiesBartenderCateringDepartmentEngineer:Responsibleformaintainingthemechanicalandelectricalsystemsofthehotel,includingplumping,airconditioning,andlightingsystemsTheyrespondtoanymaintenanceissuesreportedbyguestsorstaffKeyexpressionsincludeunderstandingreportsofmalfunctioningequipmentandimprovingestimatedrepairtimesSecurityOfficer:ResponsibleforensuringthesafetyandsecurityofguestsandstaffatthehotelTheyPatroltheproperty,handleanysecuritybreachesorincidents,andassistguestswithanysafetyconcernsKeyexpressionsincludecallingguestsduringemergenciesorsecurityalertsandprovidinginformationaboutsafetyproceduresOtherdepartments04HotelServiceEnglishDialogueReservationsbookingItisimportanttounderstandtheprocessofbookingaroom,includingthetypeofroom,thenumberofnights,andanyadditionalrequestssuchasaspecificbedtypeorasmokingroomCancellationandmodificationHotelguestsmayneedtocancelormodifytheirreservationItisessentialtoknowhowtohandletheserequestspolitelyandeffectivelyRoomreservationserviceWelcomingtheguestAwarmwelcomeisessentialtomaketheguestfeelathomeItisimportanttogreettheguestbyname,ifprovided,andaskiftheyhaveanyspecificrequestsCheckingintheguestThisinvolvescompletingtheregistrationprocess,includingcollectionidentificationdocuments,confirmingthereservationdetails,andprocessinganypaymentsCheckinregistrationserviceOrdertakingGuestscanorderroomserviceifitisavailableItisimportanttounderstandhowtotakeorders,includingthetypeoffoodanddrinkrequested,thetimetheywouldlikeitdelivered,andanyspecificinstructionsforthedeliveryperson要点一要点二DeliveringtheorderOncetheorderhasbeenplaced,itisimportanttoensurethatitisdeliveredpromptlyandthattheguestisinformedwhenitwillarriveItisalsoessentialtoensurethattheorderiscorrectandthatanyissuesareresolvedpromptlyRoomserviceIfthehoteloffersabreakfastservice,itisimportanttoknowhowtoprovideinformationaboutthemenu,takeorders,andensurethattheguestissatisfiedwiththeirmealBreakfastserviceIfthehotelhasarestaurant,itisessentialtounderstandhowtoseatguests,providethemwithmenu,takeorders,andmanagetablereservationsDiningintherestaurantCateringservicesOtherservicesHotelguestsmayrequirelaundryordrycleaningservicesItisimportanttoknowhowtohandletheserequests,includingcollectionanddeliveringtheitemsontimeLaundryanddrycleaningservicesTheConciergecanprovideguestswithinformationaboutthelocalarea,bookticketsforeventsorattachments,andarrangetransportationortaxesItisessentialtobeabletoprovideusefulandaccurateinformationtoguestsinafriendlyandprofessionalmanagerConciergeservices05HotelEnglishPracticalExercise010203RoleplayingBysimulatingdifferentrolesinhotelwork,suchasfrontdeskreceptionist,roomattendant,restaurantattendant,etc.,studentscanbetterunderstandandmasterthepracticalapplicationofhotelEnglish.LanguagecommunicationInrole-playing,learnersneedtocommunicateinEnglish,whichhelpsimprovetheiroralexpressionandlisteningcomprehensionabilities.InteractivelearningByplayingdifferentroleswithotherstudents,theycanlearnfromeachother,correctmistakes,andjointlyimprovethehotel'sEnglishproficiency.RoleplayingSimulationscenarioSimulatehotelworkscenarios,suchasguestcheck-in,guestcomplaints,handlingemergencysituations,etc.,allowingstudentstolearnandapplyhotelEnglishinpracticaloperations.ResponsestrategyStudentsneedtolearnhowtodealwithdifferentsituationsandproblems,andcultivatetheirproblem-solvingabilities.TeamworkInsimulationscenarios,studentsneedtocollaboratewithotherstudentstosolveproblemstogetherandcultivateasenseofteamwork.SimulatedscenarioEvaluationcriteriaBasedontheperformanceofthetraineesinrole-playingandsimulationscenarios,specificevaluationcriteriaareformulated,suchaslanguageaccuracy,expressionability,copingability,etc.FeedbackguidanceProvidefeedbackandguidanceontheperformanceoftrainees,pointingouttheirshortcomingsandareasforimprovement,andhelpingthembetterimprovetheirhotelEnglishproficiency.PerformanceevaluationBasedontheevaluationresults,evaluatetheperformanceofthestudentstomotivatethemtoworkharderandimprovetheirhotelEnglishproficiency.PracticalExerciseEvaluation06SummaryandOutlookContentCoverageThetrainingprogramcoversawiderangeofhotelrelatedEnglishvocabulary,phrases,a