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1、Hotel Scenario English CoursewareHotel OverviewEnglish for Front Office ServicesRoom Service EnglishCatering Service EnglishOther Service Englishcontents目录Hotel Overview01 A restaurant is a business establishment which prepares and serves food and drinks to the public It is a place where people go t
2、o eat,drink,and socializeDefinition There are various types of restaurants,including fine dining restaurants,casual restaurants,fast food restaurants,and so on.Each type of restaurant has its own unique characteristics and atmosphereClassificationDefinition and classification of accommodationsFacili
3、ties A hotel typically has diverse facilities such as a lobby,guest rooms,a restaurant,a bar,meeting rooms,a gym,a swimming pool,and so on.These facilities are designed to provide guests with a comfortable and conservative stayServices A hotel offers various services to its guests,including room ser
4、vice,laundry service,concert service,and so on.These services are designed to ensure that guests have a pleasant stay and are well taken care ofHotel facilities and servicesThe organizational structure and management of hotelsA hotel typically has an organizational structure that includes different
5、departments such as the front office,housing,food and coverage,maintenance,and so on.Each department has its own responsibilities and works together to ensure the smooth operation of the hotelOrganizational structureHotel management is responsible for overseeing the operations of the hotel and ensur
6、ing that it is feasible They set the strategic direction of the hotel,hill and train staff,manage finances,and ensure that guest satisfaction is highManagementEnglish for Front Office Services02Booking Service EnglishBooking Service EnglishCustomer inquiries about hotel room types and prices:inquire
7、 about the guests check-in time and number of people,provide different room types and price options,and explain the room facilities and services.Booking confirmation and recording:Confirm customer booking information,including check-in date,check-out date,room type,price,etc.,and record customer nam
8、e,contact information,and other special requirements.Booking changes and cancellations:Change or cancel reservations according to customer requirements,adjust records in a timely manner,and notify relevant departments.Reception Service EnglishWelcome guests to check-in:Greet guests,verify reservatio
9、n information,complete check-in procedures,provide room keys and hotel guides.Handling customer issues and complaints:patiently listen to customer issues and complaints,promptly resolve or transfer them to relevant departments to ensure customer satisfaction.Check out service:Check the guests room,v
10、erify the bill with the guest,complete the check-out procedures,thank the guest for checking in,and welcome to visit again.Reception Service EnglishLugage Service EnglishLuggage Service EnglishGuest luggage storage and collection:Assist guests in storage and collection of luggage,ensure luggage safe
11、ty,and remind guests to carry valuable items with them.Luggage Handling Services:Provide luggage handling services for guests to ensure safe delivery of luggage to their rooms or designated locations.Luggage packing and check-in:Provide luggage packing and check-in services according to customer nee
12、ds,assist customers in handling relevant procedures,and ensure that luggage is delivered to the destination on time.Telephone Service EnglishAnswer the phone:politely answer the phone,inquire about the guests needs,and provide information on hotel services and facilities.Transfer calls:Transfer call
13、s to relevant departments or personnel based on customer needs to ensure accurate and accurate information transmission.Message service:Provide guest message service,record message content and timely convey it to relevant personnel.Telephone Service EnglishBusiness Center Service EnglishProvide prin
14、ting,copying,fax and other services:Based on customer needs,provide document printing,copying,fax and other services to ensure quality and speed.Provide conference room reservation service:Assist guests in booking conference rooms or activity venues,and provide relevant facilities and service introd
15、uctions.Provide tourism consulting services:Provide recommendations and booking services for tourist attractions,restaurants,etc.to meet the local tourism needs of guests.Business Center Service EnglishRoom Service English03 Cleaning and Organizing Guest Rooms in EnglishGreeting guestsGood morning/a
16、fternoon,Im here to clean your room.Do you require anything else?Cleaning the roomIll start by making the bed,then sweeping and mopping the floor.Organizing the roomIll put your clothes in the wardrobe and tidy up any other items.Ordering room service:Hello,Id like to order room service.Could I have
17、 a club sandwich and a glass of lemon,please?Im sorry,but Im not interested in room service today.Completing about room service:Im sorry,but the club sandwich was cold and the lemon was too sour.Could you please replace them?Room Service English03Completing about laundry service Im sorry,but there a
18、re stays on my shirt.Could you please clean it again?01Collecting laundry Good morning,Ive come to collect your laundry.Do you have any dirty clothes?02Delivering laundry Here is your laundry,clean and pressed.Do you need anything else?Laundry Service EnglishId like a wake up call at 7 am tomorrow m
19、orning,please.To confirm,your wake-up call is set for 7 am tomorrow morning.Ive changed my mind,please cancel the wake-up call for tomorrow morning.Wake up Service EnglishCompleting about the room Im sorry,but there are some issues with the air conditioning in my room.Could you please fix it?Apologi
20、zing for incidence Im sorry for any incidence caused.We will do our best to fix the problem as soon as possible.Offering compensation To apologize for the inconvenience,we would like to offer you a free upgrade to a higher class room.Complaint Handling EnglishCatering Service English04Booking Restau
21、rant EnglishMaster the basic English expressions for booking a restaurant,including politely asking about the restaurants operating hours,seat types,special requirements,etc.,as well as confirming reservation information and expressing gratitude.Booking Restaurant EnglishOrder service EnglishBe able
22、 to fluently place meals in English,including ordering main dishes,beverages,desserts,etc.,as well as inquiring about cooking methods,ingredient choices,etc.,while also being able to meet special dietary requirements.Order Service EnglishDining service EnglishDuring the dining process,be able to com
23、municate with the waiter in English,including requesting tea,changing utensils,consulting dishes,etc.,as well as expressing satisfaction and suggestions for food and service.Dining service EnglishCheckout service EnglishAble to conduct the checkout process in English,including checking bills,selecti
24、ng payment methods,inquiring about invoices,etc.,as well as expressing appreciation and appreciation for the hotel service and overall experience.Checkout service EnglishOther Service English05Conference Service English Provide professional conference service English training,including English commu
25、nication skills in conference organization,reception,venue layout,equipment rental,and other aspects.要点一要点二Business Center Service English Business Center Service English Training,including English communication skills for business services such as document printing,copying,scanning,and email sendin
26、g and receiving.Conference Services EnglishBanquet Service English Provide English training for banquet services,including English communication skills in banquet booking,venue layout,menu selection,and beverage services.Buffet Service English Provides English training for buffet services,including
27、English communication skills for buffet booking,pick-up,beverage services,and other aspects.Banquet Service EnglishEntertainment Service English Provide entertainment service English training,including English communication skills in KTV booking,performance ticketing,game entertainment,and other aspects.Fitness Center Service English Provides English training for fitness center services,including English communication skills in the use of fitness equipment,private teaching appointments,bathing services,and other aspects.Entertainment Service EnglishTHANKS感谢观看