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1、$number01Hotel English Dictionary目目录录Introduction to Hotel DepartmentEnglish commonly used in hotel servicesExplanation of Hotel Professional TerminologyHotel English situational dialogue01Introduction to Hotel DepartmentReception deskCashierBooking OfficeFront Office Department responsible for rece
2、iving guests,handling check-in and check-out procedures.responsible for collecting customer fees,providing checkout and consulting services.Responsible for accepting guest reservations,coordinating room and bed arrangements.Room Attendant Responsible for cleaning the guest rooms,changing bedding,tow
3、els and other items,and maintaining cleanliness and tidiness in the guest rooms.Linen Clerk Responsible for cleaning and storing various linens used in the hotel,such as bed sheets,towels,etc.Maintenance worker responsible for the maintenance and repair of hotel facilities and equipment.Public area
4、cleaner responsible for cleaning the hotels public areas,including halls,corridors,restrooms,etc.Houseeeping Department Responsible for delivering guest orders to guest rooms or designated locations.Responsible for providing dining services and dining environment for guests in the restaurant.Respons
5、ible for cooking various delicacies to meet the taste needs of guests.Responsible for preparing various beverages and providing them for guests to enjoy.Catering DepartmentRestaurant WaiterChefBeverage staffDeliverymanFitness Coach Provides fitness guidance and training services to help guests maint
6、ain health and good posture.Massageist Provides massage services to help guests relieve fatigue and relax their body and mind.Game Entertainer Responsible for organizing various entertainment activities,such as chess and cards,board games,etc.,to provide leisure and entertainment services for guests
7、.Beauty and hairdresser providing beauty and hairdressing services to meet the image needs of customers.Leisure Department123Sales departmentMarketing Specialist Responsible for brand promotion and market promotion of the hotel,enhancing its visibility and reputation.Sales representative Responsible
8、 for promoting the hotels products and services,establishing connections with guests,and achieving sales targets.Booker Responsible for accepting guest reservations,coordinating room and bed arrangements.02English commonly used in hotel services Used to describe the process of hotel staff receiving
9、guests upon check-in,including checking in procedures,allocating rooms,etc.Reception of guests Confirm reservation information with the guest,such as check-in date,check-out date,room type,and number of rooms.Confirm reservation Introduce the hotels facilities and services to guests,such as restaura
10、nts,gyms,conference rooms,etc.Introduction of Facilities Provide maps and tourism information of the surrounding areas of the hotel to facilitate guests to better understand the local culture and attractions.Provide maps and informationReceive companyRoom serviceProvide food and beveragesProvide gue
11、sts with various types of food and beverages,such as breakfast,lunch,dinner,as well as coffee and tea.Delivery to roomAccurately and timely deliver guest orders to the room,ensuring fresh and delicious food and drinks.Meet special requirementsPrepare food and beverages according to the customers spe
12、cial requirements,such as sugar free,milk free,low-fat,etc.Provide cleaning suppliesProvide guests with cleaning supplies in the room,such as tableware,tissues,toiletries,etc.Booking restaurant seats Accept guests restaurant reservation requests and arrange suitable seats for them.Introduce the rest
13、aurants menu and specialty dishes to guests,and recommend them based on their taste and needs.Accurately record and transmit ordering information to guests,ensuring that the dishes they order are served promptly and meet the requirements.Provide customers with various alcoholic beverages,such as win
14、e,beer,soft drinks,etc.,and recommend pairing dishes for them.Provide menuOrdering serviceAlcoholic Beverage ServicesDining Serving01 Provide customers with various office equipment,such as computers,printers,copiers,etc.Provide office equipment02 Provide secretary services such as document processi
15、ng,email sending and receiving,etc.Secretary services03 Provides high-speed network connection to meet the office and communication needs of guests.Network service04 Provide professional consultation based on the needs of customers,such as tourism information,business information,etc.Professional co
16、nsultationBusiness CenterFarewell guestsHandling check-out proceduresRoom cleaningCheck out Thank the departing guests and inquire about their satisfaction,and welcome them to visit the hotel again.Handling check-out procedures for guests,including checking room facilities,settling room fees,etc.Cle
17、an the room promptly after the guest leaves,and prepare for the next guest.03Explanation of Hotel Professional TerminologyStandard Room A basic hotel room type,commonly with one double bed,a TV,and an en suite bathroomDeluxe Room A more luxurious room type,often with additional features such as a se
18、ating area,a larger bed,and upgraded amenitiesSuite A larger room type that includes a separate living area and often a kitchen or dining area Suites are of more luxury than standard roomsExecutive Suite A suite located in the hotels executive floors,offering additional amenities and services such a
19、s butler service and access to an executive lounge01020304Hotel room typeBreakfastDinnerAfternoon TeaRoom ServiceHotel Catering Vocabulary A traditional English meal served in the afternoon,commonly including sandwiches,cakes,and tea The delivery of food and drinks to a guests room,either on request
20、 or 24/7 The meal served in the morning in a hotel,commonly including a variety of hot and cold options The main meal served in a hotel,often a set menu or a buffer offering a range of options A swimming pool located on the hotel promises,available for guests to useSwimming Pool A Gymnasium equipped
21、 with exercise machines and free weights,commonly located on the hotel promisesGym A designed area within the hotel where guests can access computers,printers,and other business servicesBusiness Center Spaces within the hotel suitable for hosting conferences,meetings,and eventsConference FacilitiesH
22、otel Facilities and EquipmentWake up Call A service provided by the hotel to call guests at a specific time in the morning,usually through the rooms phone or an alarm clockConcierge Service Assistance provided by the concierge desk,such as booking tickets,making restaurant reservations,and arranging
23、 transportationLaundry Service A service offered by the hotel to clean and return guests laundry,either collected from the room or dropped off at a designated locationHousekeeping The regular cleaning and maintenance of guest rooms and public areas by the hotel staffHotel Service ProjectsRevenue Man
24、agement The process of maximizing revenue by optimizing room rates and occupancy based on market demand and other factorsCustomer Service The quality of service provided to guests,encompassing all aspects of their stay from check in to check outBrand Management The process of maintaining and enhanci
25、ng a hotels brand image through consistent delivery of quality service and guest experiencesPest Control The regular inspection and treatment of pests such as insects and products to ensure guest comfort and safetyHotel Management Terminology04Hotel English situational dialogueBook a roomSummary:Inq
26、uire about room types,quantities,and check-in times,confirm guest needs,and reserve rooms for them.Detailed descriptionHello,may I ask what type of room do you need to book?We have standard rooms,deluxe rooms,and suites to choose from.How many nights do you plan to stay?We need to know your check-in
27、 and check-out times in order to reserve a room for you.Book a roomBook a roomHow many rooms do you need to book?Please tell me your name and contact information so that we can reserve a room for you.Okay,your reservation has been successful.We will reserve your room and send you a confirmation emai
28、l.Summary:Handling check-in procedures,including verifying reservation information,registering guest identity,and collecting deposit.Check in registrationDetailed descriptionThank you,you have booked a deluxe room for 3 nights,right?Please pay the corresponding deposit to ensure that your accommodat
29、ion expenses are covered.Hello,may I ask if you are a guest who has booked our hotel?Please present your identification documents so that we can verify your identity information.Check in registrationOkay,your deposit has been received.This is your room card and key,please keep them safe.Your room is
30、 on the 8th floor,near the elevator for your convenience in and out.Wishing you a pleasant time at the hotel!If you have any questions or need assistance,please feel free to contact us at any time.Check in registrationSummary:Provide in room dining services to meet the dining needs of guests in the
31、room.Detailed descriptionHello,do you need to order?We offer a variety of Chinese and Western dishes for you to choose from,including breakfast,lunch,and dinner.Do you need any drinks?We have a variety of coffee,tea,juice,and alcoholic beverages to choose from.Do you need any tableware and napkins?W
32、e will provide you with clean tableware and napkins to ensure your dining experience.After you finish your meal,please return the plate to the door of your room,and we will have personnel to clean it up for you in a timely manner.Room serviceDining ServingSummary:Provide restaurant dining services t
33、o guests,including guiding guests to their seats,ordering,and delivering meals.Detailed descriptionHello,may I ask if you need to order?Please tell me the dishes or cuisine you would like to taste,and we will recommend dishes that suit your taste.Dining ServingAfter you finish your meal,please retur
34、n the plate to the cashier and we will have personnel to clean it up for you in a timely manner.Do you need any drinks?We have a variety of coffee,tea,juice,and alcoholic beverages to choose from.Do you need any special requirements?For example,if you have allergies to ingredients or special taste r
35、equirements,we will do our best to meet your needs.Dining Serving01Summary:Handling check-out procedures,including verifying guest identity,settling fees,and refunding deposit.0203Check outDetailed descriptionHello,may I ask if you need to check out?Please present your room card so that we can verif
36、y your identity information.Please tell me your room number and check-out date so that we can settle your expenses.We will calculate the cost based on the number of days you stayed and the type of room.Do you need to refund the deposit?If you have not damaged any hotel items or violated regulations,we will refund your deposit in full.Check outTHANKS