酒店基本英语培训课件

HotelBasicEnglishTrainingCourseware目录CONTENCTOverviewoftheHotelIndustryCommonEnglishvocabularyusedinhotelsBasicEnglishsentencestructuresforhotelsHotelEnglishcommunicationskillsHotelEnglishPracticalExercise01OverviewoftheHotelIndustryTheoriginofhotelsWiththedevelopmentoftheworldeconomyandtheimprovementofpeople'slivingstandards,hotelsemergedasanecessaryserviceindustry.ThefirstmodernhotelsTheopeningofthefirstmodernhotelsinEuropeinthe19thcenturymarkedthebeginningofthehotelindustry'smodernization.ThedevelopmentofhotelsinChinaWiththeopeningupandreformofChina,hotelshavealsomadegreatprogress.TheDevelopmentHistoryoftheHotelIndustry01020304StarratingBusinesshotelResorthotelHostelHoteltypeandlevelDesignedfortourists,usuallylocatedinscenicareaswithvariousentertainmentfacilities.Designedforbusinesstravelers,providingconferencerooms,businesscenters,andotherbusinessservices.Hotelsareratedfromonetofivestarsaccordingtotheirfacilities,services,andoverallquality.Alow-costaccommodationoptionforbudgettravelers,usuallyofferingsharedroomsandsharedfacilities.FrontdeskHousekeepingRestaurantSpaandfitnesscenterHoteldepartmentsandpositionsResponsibleforcheck-in,check-out,andhandlingguestrequests.Responsibleforcleaningguestroomsandmaintaininghotelcleanliness.Responsibleforprovidingfoodandbeverageservicestoguests.Responsibleforprovidingspaandfitnessservicestoguests.02CommonEnglishvocabularyusedinhotels010203Checkin/Checkout:办理入住/退房手续Reservation:预订Cancellation:取消预订CommonVocabularyforFrontDeskReceptionExtension:续住Upgrading:升级房间Earlycheckin:提前入住Latecheckout:延迟退房01020304CommonVocabularyforFrontDeskReception010203040545%50%75%85%95%Housekeeping:客房清洁服务Laundryservice:洗衣服务Turndownservice:晚间整理服务Roomservice:客房送餐服务Minibar:迷你吧CommonvocabularyforroomserviceCatering:餐饮服务Tablereservation:餐桌预订Buffet:自助餐Banquet:宴会Menu:菜单CommonVocabularyforCateringServices0103020405CommonVocabularyforLeisureServicesGym:健身房Spa:水疗中心Massage:按摩服务Swimmingpool:游泳池01030402OthercommonlyusedvocabularyBellboy/Bellhop:行李员Concierge:礼宾员Receptionist:接待员Frontdeskmanager:前台经理03BasicEnglishsentencestructuresforhotels"Goodmorning/afternoon/evening,welcometoourhotel!"Greetings"Wehopeyouwillenjoyyourstaywithus."WelcomeGreetingsandWelcome"Iwouldliketobookaroomforthenightsof(date),please."Reservation"Ihaveareservationfor(name)andIwouldliketocheckinnow."Check-inRoomreservationandcheck-in"Wouldyouliketobookatableforbreakfastthismorning?""Doyourequireatablefordinnerthisevening?"CateringservicesDinnerBreakfastComplaint"Iamsorry,butthereisaproblemwithmyroom."Handling"Iwillsendsomeonetofixtheissueimmediately."ComplaintsandHandlingCheckout"Iwouldliketocheckoutnow,please."Checkout"Whenwouldyoulikeyourluggagetobepickedup?"Checkoutandcheck-out04HotelEnglishcommunicationskills提高听力理解能力总结词酒店员工需要具备良好的听力理解能力，以便准确理解客人提出的需求和问题。通过培训，员工可以掌握听力技巧，如抓住关键词、理解句子结构和语调，从而提高听力理解能力。详细描述Listeningcomprehensionskills总结词强化口头表达能力详细描述口头表达能力对于酒店员工来说至关重要，因为员工需要与客人进行有效的沟通。通过培训，员工可以学习如何清晰地表达自己的意思，使用适当的语调和词汇，以及避免常见的语言错误。Oralexpressionskills总结词详细描述Crossculturalcommunicationskills培养跨文化沟通能力酒店员工需要具备跨文化沟通能力，以便与来自不同国家和文化的客人进行有效的交流。通过培训，员工可以了解不同文化背景下的沟通方式和习惯，尊重并适应不同文化，从而提高跨文化沟通能力。05HotelEnglishPracticalExercise练习接待入住练习处理预订练习处理离店结账练习处理客人咨询Frontdeskreceptionpracticalexercise01020304学习如何使用英语接待客人，办理入住手续，包括登记、分配房间等。学习如何用英语接听预订电话，记录客人信息，确认预订细节。学习如何用英语为客人办理退房手续，结算账单，提供发票等。学习如何用英语回答客人的常见问题，提供酒店设施和服务信息。学习如何用英语与客人沟通，提供日常清洁和整理房间的服务。练习客房清洁学习如何用英语告知客人更换床单和毛巾的频率和特殊需求。练习更换床单和毛巾学习如何用英语接听客房送餐电话，记录客人点餐需求，并及时送达。练习客房送餐服务学习如何用英语倾听客人投诉，记录问题并采取相应措施解决。练习处理客人投诉RoomServicePracticalExercise学习如何用英语接听客人预订电话，确认预订细节和特殊要求。练习餐厅预订学习如何用英语为客人介绍菜单，记录点餐需求，并准确传达给厨房。练习点餐服务学习如何用英语为客人介绍酒水单，推荐酒品，并确保客人满意。练习酒水服务学习如何用英语倾听客人投诉，记录问题并采取相应措施解决。练习处理客人投诉PracticalExerciseofCat