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1、Hotel English Training目录CONTENTSIntroductionBasic knowledge of hotel EnglishEnglish expression of various departments in the hotelHotel Service English DialogueHotel English Practical ExerciseSummary and Outlook01IntroductionHotel industrys growing globalization:With the increasing globalization of
2、the hotel industry,profitability in English has become essential for hotel staff to communicate with international guests and ensure a high quality service experienceChallenges faced by hotel staff:Many hotel staff members may have limited English expertise,making it challenging to communicate effec
3、tively with international guests This can lead to misunderstandings,guest dissatisfaction,and ultimately affect the hotels reputation and revenueImportance of English in the hospitality industry:English is the global language of business and tourism,and it is essential for hotel staff to have a good
4、 command of English to provide exceptional service and ensure guest satisfactionTraining backgroundTraining objectivesImprove English communication skills:The main objective of hotel English training is to improve the English communication skills of hotel staff,enabling them to communicate more effe
5、ctively with international guestsEnhance guest service:By improving English proficiency,hotel staff can better understand guest needs and provide exceptional service that meets international standardsIncrease revenue:A good reputation for improving quality service can lead to an increase in guest sa
6、tisfaction and ultimate result in higher revenue for the hotelPromote career development:Improved English skills can also help hotel staff members in their career development,enabling them to move up within the hotel industry or seek opportunities in other related industries02Basic knowledge of hote
7、l EnglishCheck out:Check outRoom ServiceDining Area:Restaurant AreaCheck in:Check inReceptionist:Front desk receptionistLaundry Service010203040506Common vocabulary used in hotels Hotel Common PhrasesWould you like a single or double bed?Do you need a single bed or a double bed?Do you require breakf
8、ast in the morning?Do you need breakfast service?The elevators are located on the left side of the lobby The elevator is located on the left side of the lobby.Speaking clearly and politely:Use clear and polite language to communicate with guests,ensuring they understand and feel respected.Active lis
9、tening:Actively listen to guests needs and questions,and provide responses to ensure smooth communication.Using appropriate body language,such as smiling,eye contact,etc.,to enhance communication effectiveness.Hotel English communication skills03English expression of various departments in the hotel
10、Receiver Responsible for checking in and out guests,handling inquiries,and providing information about the hotel and local area Key expressions include greeting guests,checking availability,and handling requests for early check in or late check outReservationist Handles hotel reservations,either by
11、phone or online They communicate with guests to confirm or modify reservations,answer any questions about the hotel,and handle cancellations or changes Key expressions include confirming reservation details,handling last minute cancellations,and offering special deals or packagesFront Office Departm
12、entHouseeeping DepartmentHousekeeper:Responsible for cleaning guest rooms and maintaining the cleanliness of the hotel They prepare rooms for incoming guests,change lines and towels,and ensure that the room is in tip top condition Key expressions include communicating with guests about room service
13、requests or maintenance issues and apologizing for any inconvenience caused during the cleaning processLaundry Attendant:Responsible for handling and cleaning all lines,towels,and uniforms used in the hotel They ensure that all items are clean and pressed,ready for use Key expressions include commun
14、icating with housekeepers about the collection of laundry and handling any special requests from guests Serves food and drinks in the hotel restaurant or banquet facilities They take orders,serve dishes,and handle any requests from guests Key expressions include taking orders,offering menu options,a
15、nd adapting for any delays or misses in serviceWaiter/Waitress Responsible for mixing and serving drinks in the hotel bar They know how to prepare a variety of cocktails,beverages,and spirits Key expressions include taking drink orders,offering recommendations,and handling any queries about the menu
16、 or drink specialtiesBartenderCatering DepartmentEngineer:Responsible for maintaining the mechanical and electrical systems of the hotel,including plumping,air conditioning,and lighting systems They respond to any maintenance issues reported by guests or staff Key expressions include understanding r
17、eports of malfunctioning equipment and improving estimated repair timesSecurity Officer:Responsible for ensuring the safety and security of guests and staff at the hotel They Patrol the property,handle any security breaches or incidents,and assist guests with any safety concerns Key expressions incl
18、ude calling guests during emergencies or security alerts and providing information about safety proceduresOther departments04Hotel Service English DialogueReservations booking It is important to understand the process of booking a room,including the type of room,the number of nights,and any addition
19、al requests such as a specific bed type or a smoking roomCancellation and modification Hotel guests may need to cancel or modify their reservation It is essential to know how to handle these requests politely and effectivelyRoom reservation serviceWelcoming the guest A warm welcome is essential to m
20、ake the guest feel at home It is important to greet the guest by name,if provided,and ask if they have any specific requestsChecking in the guest This involves completing the registration process,including collection identification documents,confirming the reservation details,and processing any paym
21、entsCheck in registration serviceOrder taking Guests can order room service if it is available It is important to understand how to take orders,including the type of food and drink requested,the time they would like it delivered,and any specific instructions for the delivery person要点一要点二Delivering t
22、he order Once the order has been placed,it is important to ensure that it is delivered promptly and that the guest is informed when it will arrive It is also essential to ensure that the order is correct and that any issues are resolved promptlyRoom service If the hotel offers a breakfast service,it
23、 is important to know how to provide information about the menu,take orders,and ensure that the guest is satisfied with their mealBreakfast service If the hotel has a restaurant,it is essential to understand how to seat guests,provide them with menu,take orders,and manage table reservationsDining in
24、 the restaurantCatering servicesOther servicesHotel guests may require laundry or dry cleaning services It is important to know how to handle these requests,including collection and delivering the items on timeLaundry and dry cleaning servicesThe Concierge can provide guests with information about t
25、he local area,book tickets for events or attachments,and arrange transportation or taxes It is essential to be able to provide useful and accurate information to guests in a friendly and professional managerConcierge services05Hotel English Practical Exercise010203Role playing By simulating differen
26、t roles in hotel work,such as front desk receptionist,room attendant,restaurant attendant,etc.,students can better understand and master the practical application of hotel English.Language communication In role-playing,learners need to communicate in English,which helps improve their oral expression
27、 and listening comprehension abilities.Interactive learning By playing different roles with other students,they can learn from each other,correct mistakes,and jointly improve the hotels English proficiency.Role playingSimulation scenario Simulate hotel work scenarios,such as guest check-in,guest com
28、plaints,handling emergency situations,etc.,allowing students to learn and apply hotel English in practical operations.Response strategy Students need to learn how to deal with different situations and problems,and cultivate their problem-solving abilities.Teamwork In simulation scenarios,students ne
29、ed to collaborate with other students to solve problems together and cultivate a sense of teamwork.Simulated scenarioEvaluation criteria Based on the performance of the trainees in role-playing and simulation scenarios,specific evaluation criteria are formulated,such as language accuracy,expression
30、ability,coping ability,etc.Feedback guidance Provide feedback and guidance on the performance of trainees,pointing out their shortcomings and areas for improvement,and helping them better improve their hotel English proficiency.Performance evaluation Based on the evaluation results,evaluate the perf
31、ormance of the students to motivate them to work harder and improve their hotel English proficiency.Practical Exercise Evaluation06Summary and OutlookContent Coverage The training program covers a wide range of hotel related English vocabulary,phrases,and scenarios,including front desk operations,gu
32、est services,housekeeping,and food and coverage servicesMethodology The training combinations interactive classroom sessions with role playing exercises to ensure practical application of the learned language skillsParticipant Feedback Participants expressed satisfaction with the programs content an
33、d teaching methods They specifically recommended the opportunity to practice their English in a hotel settingTraining SummaryContinuing Education01 We plan to offer advanced courses in areas such as hotel management,sales and marketing,and hospitality leadershipTechnology Integration02 We are explor
34、ing the integration of technology in our courses,such as virtual reality simulations and online learning platforms,to enhance the learning experienceInternational Exposure03 We aim to collaborate with hotels and hospitality organizations worldwide to provide our students with international expertise and exchange opportunitiesFuture Learning PlanTHANKSTHANK YOU FOR YOUR WATCHING