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1、Hotel Practical English目录CONTENTSIntroduction to the Hotel IndustryFundamentals of Hotel Practical EnglishCommon English expressions used in hotelsHotel English communication skillsHotel English vocabulary and terminologyCase Analysis of Hotel English01Introduction to the Hotel IndustryCHAPTERThe or
2、igin of hotels:Hotels originated from the need for travelers to stay and rest With the development of the transportation industry and the expansion of economic and trade activities,hotels have gradually emerged and developedThe classification of hotels:Hotels can be classified according to their sca
3、le,service level,location,and other factors Generally,hotels are divided into five levels:luxury hotels,first class hotels,three star hotels,two star hotels,and economic hotelsThe development of the hotel industry:With the continuous development of the economy and the improvement of peoples living s
4、tandards,the hotel industry has also made great progress More and more modern hotels have appeared,providing better services and facilities for travelersThe Development History of the Hotel Industry03According to the location There are city hotels,resort hotels,conference hotels,and so on01According
5、 to the ownership form There are state owned hotels,collective hotels,and private hotels02According to the service level There are luxury hotels,first class hotels,three star hotels,two star hotels,and economic hotelsThe type and level of hotelsThe organizational structure of the hotel includes the
6、front office,housekeeping,catering,F&B department,entertainment,and other departments Each department has its own specific responsibilities and tasks to ensure that the hotel can operate normallyHotel positions:Hotel positions include front desk staff,room attendees,waiters,cookies,waiters,cleaners,
7、security guards,etc.These positions have different responsibilities and tasks to ensure that the hotel provides quality services to customersThe organizational structure and positions of the hotel02Fundamentals of Hotel Practical EnglishCHAPTER03Confirming the reservation details with the guest(arri
8、val and department dates,contact information)01Reservation process02Speaking with the guest to understand their needs(number of guests,length of stay,type of room preferred)Room reservationIssuing a confirmation letter or email to the guestRoom reservationCommon phrasesGood afternoon,Id like to make
9、 a reservation for two nights,arresting on Monday and separating on Wednesday.Do you have a room available?Room reservationA double bed please.What is the check out time on Wednesday?Check out time is noon.Do you require breakfast in the morning?Yes,we have a room available.Would you prefer a double
10、 or two bed?Room reservationRoom reservationYes,please.What time does breakfast serve?Breakfast is preserved from 7:30am to 10:30am.Do you have any other requests?VSNo,thats all.Thank you.Youre welcome.We look forward to welcoming you.Here is your confirmation letter.Room reservationRegistration pro
11、cessCollecting the guests identification and room keyGreeting the guest and confirming their reservation detailsCheck in registrationCheck in registrationGuiding the guest to their room or providing information about the hotel facilitiesCheck in registration010203Good evening,welcome to our hotel.Ar
12、e you here for business or pleasure?Please.I reserved a room for three nights.Here is my identification and the confirmation letter.Common phrasesThank you,Mr.Smith.Here is your room key.Your room is on the 5th floor,number 501.The elevators are to your right Do you need any help with your luggage?“
13、Check in registrationNo,thank you.I can manage.What time does the restaurant open?Our restaurant is open from 7am to 10pm.Youll find a variety of options to suit all taxes.If you need anything else,dont wait to ask.Check in registrationRoom service01Room service process02Accepting the order from the
14、 guest(food,drinks,laundry service)Preparing and delivering the order to the guests room03Collecting payment from the guest or adding it to their hotel accountRoom service010203Common phrasesGood morning,would you like to order breakfast in your room?Yes,please.I would like the full English breakfas
15、t.Room servicePerfect,we will bring it to your room shortly.Do you need anything else?Room serviceNo,thats all for now.How much do I own you?The breakfast costs are$15 and it has been charged to your room.If you need anything else during your stay,just call room service.Room service03Common English
16、expressions used in hotelsCHAPTERRespect meetings Use policy and respect language when addressing guests and collections,such as Good morning/afternoon/evening and Thank youApologies If something goes wrong,express your Apologies using phrases like Im sorry for the inconvenience or We Apologize for
17、the delayGreetings Use appropriate greetings for different occasions,such as Welcome to our hotel or Have a pleasure stayPole languageRequests Use policy and specific language when making requests of guests,such as Would you mind closing the corners?or Could you please turn down the volume?Informati
18、on Provide guests with clear and consistent information about the hotel facilities,services,and policies using intentions like Our check out time is at noon or Breakfast is preserved from 7 to 10 am.Confirmations Use phrases like I will confirm your reservation or Your room is booked for three night
19、s to communicate confirmations to guestsCommon sense patterns and phrasesCheck in Be able to handle check in procedures effectively,including confirming guest details,assigning a room,and providing information about the hotel Handle check out procedures professionally,including collecting payment,ch
20、ecking for any damages,and providing a receipt Handle complaints in a professional and emotional manual,actively listening to the guests concerns and offering solutions or compensationCheck outComplaint handlingSituational dialogue04Hotel English communication skillsCHAPTERListening comprehensionHot
21、el guests will be of request services or give instructions to staff Good listening comprehension guarantees that these requests are understanding correctly and acted upon promptlyComparison of requests and instructionsHotel guests come from diverse backgrounds,and they may have different accounts an
22、d dialogues Good listening comprehension helps to determine different accounts and dialogues,ensuring clear understandingUnderstanding accounts and dialoguesSpeaking clearly and confidently Hotel staff needs to speak clearly and confidently when communicating with guests They should be able to artic
23、ulate their thoughts and ideas effectively,ensuring that guests understand them fully要点一要点二Using appropriate language Hotel staff should use policy,friendly,and relevant language when communicating with guests They should avoid using jargon or technical language that might fuse or offer guestsOral e
24、xpression Hotel guests come from different cultural backgrounds,and there may be cultural differences in communication styles and etiquette Cross cultural communication skills enable hotel staff to adapt their communication style to different cultural backgrounds,ensuring effective communication wit
25、h guestsUnderstanding cultural differences Hotel staff should respect and accommodate diverse cultural backgrounds,beliefs,and preferences of guests They should be sensitive to cultural differences and try to provide services that are culturally appropriate and sensitiveRespecting Diversity CultureC
26、ross cultural communication05Hotel English vocabulary and terminologyCHAPTERBathroom facilitiesGuest room facilities and supplies123ToiletSinkShowerGuest room facilities and supplies01Bathtub02Towels03RobesGuest room facilities and suppliesGuest room facilities and suppliesBed linesBedprepadSheetsGu
27、est room facilities and supplies01Pillowcases02Blanketts/Duvets03Other amenitiesHairdryerMini barGuest room facilities and suppliesSafeTelephoneGuest room facilities and suppliesCatering vocabulary and terminologyBreakfast02Buffer03A la carte01Full English breakfastLunch and DinnerContinental breakf
28、astCatering vocabulary and terminologyAppetizersMain courseDessert010203Catering vocabulary and terminologySide dishesCatering vocabulary and terminologyDrinksSoft drinksCatering vocabulary and terminologyCatering vocabulary and terminology030201WineBeerCocktailsHotel staffFront deskHousekeeping0102
29、03Other commonly used vocabulary and terminologyOther commonly used vocabulary and terminology010203Catering/Restaurant staffMaintenance staffSecurity staffOther commonly used vocabulary and terminologyHotel servicesCheck in/Check outLaundry serviceOther commonly used vocabulary and terminologyValet
30、 parkingBusiness centerFitness center/Gym06Case Analysis of Hotel EnglishCHAPTER A guest who could only speak Chinese was able to effectively communicate with the front desk staff through the use of basic English phrases and styles,ensuring a smooth check in process A hotel employee successfully use
31、d simple English to communicate with a foreign tour about the services and amenities available at the hotel,leading to a positive guest experience A guest was able to ask for an extra pitch in English and the front desk employee understory and promptly provided one,enhancing the overall stay experie
32、nceSuccess Case 1Success Case 2Success Case 3Success Case SharingFailure Case 1 A hotel employee struggled to communicate with a foreign travel booking breakfast hours,leading to fusion and a less than satisfactory stayFailure Case 2 A guest had trouble understanding the menu due to language barrier
33、s and ended up ordering something they were not comfortable eatingFailure Case 3 A foreign tour could not understand the check out process and had to wait for assistance,causing delay and incidenceFailure Case AnalysisCase discussion and summaryIn the cases analyzed,it is evident that effective comm
34、unication is critical for promoting a seamless hotel experience Successful communication guarantees that guests feel comfortable,understanding,and attended to,leading to higher satisfaction and loyalty On the other hand,failure to communicate properly can create misunderstandings,inconveniences,and even disappointed guests Therefore,it is essential for hotel employees to be professional in practical English to ensure exceptional service and positive guest feedback谢谢THANKS