《飯店情景英語》課件

HotelScenarioEnglishCoursewareHotelOverviewEnglishforFrontOfficeServicesRoomServiceEnglishCateringServiceEnglishOtherServiceEnglishcontents目錄HotelOverview01ArestaurantisabusinessestablishmentwhichpreparesandservesfoodanddrinkstothepublicItisaplacewherepeoplegotoeat,drink,andsocializeDefinitionTherearevarioustypesofrestaurants,includingfinediningrestaurants,casualrestaurants,fastfoodrestaurants,andsoon.EachtypeofrestauranthasitsownuniquecharacteristicsandatmosphereClassificationDefinitionandclassificationofaccommodationsFacilitiesAhoteltypicallyhasdiversefacilitiessuchasalobby,guestrooms,arestaurant,abar,meetingrooms,agym,aswimmingpool,andsoon.ThesefacilitiesaredesignedtoprovideguestswithacomfortableandconservativestayServicesAhoteloffersvariousservicestoitsguests,includingroomservice,laundryservice,concertservice,andsoon.TheseservicesaredesignedtoensurethatguestshaveapleasantstayandarewelltakencareofHotelfacilitiesandservicesTheorganizationalstructureandmanagementofhotelsAhoteltypicallyhasanorganizationalstructurethatincludesdifferentdepartmentssuchasthefrontoffice,housing,foodandcoverage,maintenance,andsoon.EachdepartmenthasitsownresponsibilitiesandworkstogethertoensurethesmoothoperationofthehotelOrganizationalstructureHotelmanagementisresponsibleforoverseeingtheoperationsofthehotelandensuringthatitisfeasibleTheysetthestrategicdirectionofthehotel,hillandtrainstaff,managefinances,andensurethatguestsatisfactionishighManagementEnglishforFrontOfficeServices02BookingServiceEnglishBookingServiceEnglishCustomerinquiriesabouthotelroomtypesandprices:inquireabouttheguest'scheck-intimeandnumberofpeople,providedifferentroomtypesandpriceoptions,andexplaintheroomfacilitiesandservices.Bookingconfirmationandrecording:Confirmcustomerbookinginformation,includingcheck-indate,check-outdate,roomtype,price,etc.,andrecordcustomername,contactinformation,andotherspecialrequirements.Bookingchangesandcancellations:Changeorcancelreservationsaccordingtocustomerrequirements,adjustrecordsinatimelymanner,andnotifyrelevantdepartments.ReceptionServiceEnglishWelcomegueststocheck-in:Greetguests,verifyreservationinformation,completecheck-inprocedures,provideroomkeysandhotelguides.Handlingcustomerissuesandcomplaints:patientlylistentocustomerissuesandcomplaints,promptlyresolveortransferthemtorelevantdepartmentstoensurecustomersatisfaction.Checkoutservice:Checktheguest'sroom,verifythebillwiththeguest,completethecheck-outprocedures,thanktheguestforcheckingin,andwelcometovisitagain.ReceptionServiceEnglishLugageServiceEnglishLuggageServiceEnglishGuestluggagestorageandcollection:Assistguestsinstorageandcollectionofluggage,ensureluggagesafety,andremindgueststocarryvaluableitemswiththem.LuggageHandlingServices:Provideluggagehandlingservicesforgueststoensuresafedeliveryofluggagetotheirroomsordesignatedlocations.Luggagepackingandcheck-in:Provideluggagepackingandcheck-inservicesaccordingtocustomerneeds,assistcustomersinhandlingrelevantprocedures,andensurethatluggageisdeliveredtothedestinationontime.TelephoneServiceEnglishAnswerthephone:politelyanswerthephone,inquireabouttheguest'sneeds,andprovideinformationonhotelservicesandfacilities.Transfercalls:Transfercallstorelevantdepartmentsorpersonnelbasedoncustomerneedstoensureaccurateandaccurateinformationtransmission.Messageservice:Provideguestmessageservice,recordmessagecontentandtimelyconveyittorelevantpersonnel.TelephoneServiceEnglishBusinessCenterServiceEnglishProvideprinting,copying,faxandotherservices:Basedoncustomerneeds,providedocumentprinting,copying,faxandotherservicestoensurequalityandspeed.Provideconferenceroomreservationservice:Assistguestsinbookingconferenceroomsoractivityvenues,andproviderelevantfacilitiesandserviceintroductions.Providetourismconsultingservices:Providerecommendationsandbookingservicesfortouristattractions,restaurants,etc.tomeetthelocaltourismneedsofguests.BusinessCenterServiceEnglishRoomServiceEnglish03

CleaningandOrganizingGuestRoomsinEnglishGreetingguests"Goodmorning/afternoon,I'mheretocleanyourroom.Doyourequireanythingelse?"Cleaningtheroom"I'llstartbymakingthebed,thensweepingandmoppingthefloor."Organizingtheroom"I'llputyourclothesinthewardrobeandtidyupanyotheritems."Orderingroomservice:"Hello,I'dliketoorderroomservice.CouldIhaveaclubsandwichandaglassoflemon,please?""I'msorry,butI'mnotinterestedinroomservicetoday."Completingaboutroomservice:"I'msorry,buttheclubsandwichwascoldandthelemonwastoosour.Couldyoupleasereplacethem?"RoomServiceEnglish03Completingaboutlaundryservice"I'msorry,buttherearestaysonmyshirt.Couldyoupleasecleanitagain?"01Collectinglaundry"Goodmorning,I'vecometocollectyourlaundry.Doyouhaveanydirtyclothes?"02Deliveringlaundry"Hereisyourlaundry,cleanandpressed.Doyouneedanythingelse?"LaundryServiceEnglish"I'dlikeawakeupcallat7amtomorrowmorning,please.""Toconfirm,yourwake-upcallissetfor7amtomorrowmorning.""I'vechangedmymind,pleasecancelthewake-upcallfortomorrowmorning."WakeupServiceEnglishCompletingabouttheroom"I'msorry,buttherearesomeissueswiththeairconditioninginmyroom.Couldyoupleasefixit?"Apologizingforincidence"I'msorryforanyincidencecaused.Wewilldoourbesttofixtheproblemassoonaspossible."Offeringcompensation"Toapologizefortheinconvenience,wewouldliketoofferyouafreeupgradetoahigherclassroom."ComplaintHandlingEnglishCateringServiceEnglish04BookingRestaurantEnglishMasterthebasicEnglishexpressionsforbookingarestaurant,includingpolitelyaskingabouttherestaurant'soperatinghours,seattypes,specialrequirements,etc.,aswellasconfirmingreservationinformationandexpressinggratitude.BookingRestaurantEnglishOrderserviceEnglishBeabletofluentlyplacemealsinEnglish,includingorderingmaindishes,beverages,desserts,etc.,aswellasinquiringaboutcookingmethods,ingredientchoices,etc.,whilealsobeingabletomeetspecialdietaryrequirements.OrderServiceEnglishDiningserviceEnglishDuringthediningprocess,beabletocommunicatewiththewaiterinEnglish,includingrequestingtea,changingutensils,consultingdishes,etc.,aswellasexpressingsatisfactionandsuggestionsforfoodandservice.DiningserviceEnglishCheckoutserviceEnglishAbletoconductthecheckoutprocessinEnglish,includingcheckingbills,selectingpaymentmethods,inquiringaboutinvoices,etc.,aswellasexpressingappreciationandappreciationforthehotelserviceandoverallexperience.CheckoutserviceEnglishOtherServiceEnglish05ConferenceServiceEnglishProvideprofessionalconferenceserviceEnglishtraining,includingEnglishcommunicationskillsinconferenceorganization,reception,venuelayout,equipmentrental,andotheraspects.要點一要點二BusinessCenterServiceEnglishBusinessCenterServiceEnglishTraining,includingEnglishcommunicationskillsforbusinessservicessuchasdocumentprinting,copying,scanning,andemailsendingandreceiving.Conferenc