飯店基礎(chǔ)英語.2

HotelBasicEnglishPPTOutline目錄TheImportanceofBasicEnglishinHospitalityBasicEnglishvocabularyandexpressioninaccommodationsBasicEnglishcommunicationskillsinaccommodationsPracticalApplicationCasesofBasicEnglishinHospitalityBasicEnglishtrainingandimprovementinhotels01TheImportanceofBasicEnglishinHospitalityTourismhasbecomeanimportantpillarindustryoftheglobaleconomy,andthenumberofinternationaltourismhasdoubledinthepasttwodecadesBasicEnglishproficiencyisessentialforhotelstafftocommunicatewithforeignguestsandprovidesatisfactoryservicesAsthetourismindustryglobalizes,hotelsneedtoattractawiderrangeofcustomers,includingforeigntouristsBasicEnglishskillsenablehotelstoprovideservicesthataremoreaccessibleandresponsivetotheneedsofinternationalguestsGlobalizationofthetourismindustryThehotelindustryisbecomingmorecompetitive,andservicequalityisakeyfactorindistinguishingonehotelfromanotherBasicEnglishskillsareessentialforhotelstafftoprovidehighqualityserviceandcreateapositiveguestexperienceWiththedevelopmentoftechnology,hotelsareincreasinglyusingdigitalplatformsandmobileapplicationstointeractwithguestsBasicEnglishproficiencyisnecessaryforhotelstafftoeffectivelycommunicatewithguestsontheseplatformsThedevelopmenttrendofthehotelindustryFrontdeskservices:Hotelstaffatthefrontdeskneedtobeabletomeetguests,checktheminandout,answerquestionsaboutfacilitiesandservices,andprovideinformationaboutlocalattractionsBasicEnglishproficiencyiscriticalforeffectivecommunicationinthesesituationsHousekeepingservices:Housekeepersneedtocommunicatewithguestsaboutroomservice,maintenancerequests,andotherrequeststoensureacomfortablestayBasicEnglishskillsenablehousekeeperstounderstandandrespondtoguestneedspromptlyandprofessionallyDiningservices:Restaurantstaffneedstobeabletotakeorders,answerquestionsaboutmenuitems,andprovideinformationaboutwineandbeveragesBasicEnglishproficiencyguaranteesthatguestscanenjoyasmoothdiningexperienceTheApplicationofBasicEnglishinHotelServices02BasicEnglishvocabularyandexpressioninaccommodations"Goodmorning/afternoon,Ihaveareservationfortonight."Checkingin"Iwouldliketocheckout,please."Checkingout"Ineedtochangemyreservation,please."Updatingstatus"Whataretheavailablefacilitiesinthehotel?"InquiryaboutfacilitiesCommonphrasesusedbyfrontdeskreceptionists010204CommonroomservicetermsRoomservice:"Iwouldliketoorderroomservice.""Whatarethemealtimes?"Requestforspecificitems:"Couldyoupleasebringanextrapipeline?"Completingaboutservice:"Theroomservicewasslowthismorning."03"Iwouldliketomakeareservationfortonight."Seating:"Wearereadytobeseatednow."Ordering:"Iwouldlikethegrilledsalmon,please."Completingaboutfood:"Thesteakwasnotcookedwell."01020304CommonrestaurantservicetermsCompletingaboutservice:"Iamnotsatisfiedwiththeservicehere."Inquiryaboutratesandpackages:"Whataretheavailableratesandpackages?"Requestinginformation:"CouldyoupleasetellmetheWiFipassword?""Thankyouforyourhelp,Ireallyagreewithit."Othercommonlyusedserviceterms03BasicEnglishcommunicationskillsinaccommodationsAbletounderstandtheneedsandquestionsraisedbyguests,includingorderingmeals,inquiringaboutdrinks,dishflavors,etc.Listeningcomprehensionabletointroducedishesanddrinkstoguestsinsimpleandclearlanguage,aswellasanswertheirquestions,avoidingtheuseofcomplexorobscurevocabulary.ClearexpressionListeningcomprehensionandexpressionFacialexpression01Maintainasmile,showfriendlinessandattention,andmakeguestsfeelwelcomedandattentive.Bodylanguage02Payattentiontopostureandmovements,maintainprofessionalismandpoliteness,andavoidoverlycasualorintrusivebodylanguage.Eyecontact03Maintainappropriateeyecontactwithguests,showattentionandrespect,whileavoidingoverlydirectorinappropriateeyecontact.NonverbalcommunicationmethodsHandlingComplaintsWhenaguestmakesacomplaint,beabletocalmlyandpatientlylistentotheirconcernsandtakeappropriatemeasurestoresolveoralleviatetheirdissatisfaction.EmergencyresponseIntheeventofanemergency,suchasafire,earthquake,etc.,beabletoquicklyandaccuratelyconveyinformation,organizeguestevacuation,andensureguestsafety.Communicationskillsforhandlingunexpectedsituations04PracticalApplicationCasesofBasicEnglishinHospitalitySummary:Frontdeskreceptionisthefirstpointofcontactforguests,requiringemployeestohaveexcellentcommunicationskillsinEnglishCaseAnalysisofFrontDeskReceptionDetailsGreetingguestswarmandprofessionalAnsweringguestinquiriesaboutthehotel,facilities,andservicesCaseAnalysisofFrontDeskReception0102CaseAnalysisofFrontDeskReceptionHandlingguestrequestsforinformationorassistanceAssistingwithcheckinandcheckoutprocedures010405060302Summary:Roomserviceisanimportantamenityforguests,providingthemwiththeconventionofinroomdiningDetailsTakingordersfromguestsforroomserviceCommunicatingmenuoptionsandspecialrequeststothekitchenArrangingforthedeliveryoffoodandbeveragestoguestroomsHandlinganyfeedbackorcomplaintsfromguestsregisteringroomserviceCaseAnalysisofRoomServiceCaseAnalysisofRestaurantServicesSummary:RestaurantswithinhotelsprovideguestswithacommonandenjoyablediningexperienceDetailsWelcomeguestsandseatingthemattablesCommunicatingorderstothekitchenandensuringfoodispreparedtotheguests'satisfactionServingfoodandbeveragestoguests,ensuringtheircomfortthroughthemealTakingordersfromguests,explainingmenuoptions,andmakingrecommendations05BasicEnglishtrainingandimprovementinhotelsTrainingmethods:Oralpractice:Thismethodemphasizesspeakingpracticeandaimstoimproveemployees'motivationandfluencyGroupdiscussion:EncouragesemployeestoactivelyparticipateindiscussionsandsharetheirideasandexperiencesinEnglishTrainingmethodsandcontentSimulation:Practicingscenariossuchasgreetingguests,handlingcomplaints,orexplainingservicesinEnglishTrainingmethodsandcontentTrainingcontent:Hotelspecificvocabulary:Ensuringemployeesunderstandingkeytermsrelatedtothehotelbusiness,suchasroomtypes,services,andfacilitiesConversationalEnglish:Improvingemployees'abilitytoholdconversationswithguestsonvarioustopics,includingrequests,inquiries,andprovidinginformationBasicmeetingsandfarewells:Teachingemployeesstandardmeetings,responses,andpolitelanguageTrainingmethodsandcontentEnglishtrainingprogramforinserviceemployeesRegularEnglishproficiencytests:Conductingteststoassessemployees'EnglishproficiencylevelsandidentifyingareasforimprovementTailoredtrainingplans:Developingindividualizedtrainingplansbasedonemployees'proficiencylevelsandareasofweaknessContinuouslearningopportunities:ProvingresourcesandtoolsforemployeestoselfstudyandimprovetheirEnglishskills,suchasonlinecoursesorlanguageexcha