酒店前臺(tái)英語(yǔ)培訓(xùn)

演講人：日期：酒店前臺(tái)英語(yǔ)培訓(xùn)目錄CONTENTSOverviewofHotelFrontDeskBasicEnglishcommunicationskillsBookingServiceEnglishCheckinserviceEnglishCateringServiceEnglishBusinessServiceEnglish01OverviewofHotelFrontDeskGreetingandregisteringguestsThefrontdeskisresponsibleforwarmwelcomeguests,assistingwithcheck-inprocedures,andprovidingnecessaryinformationaboutthehotelanditsfacilitiesManagingguestrequestsandinquiriesFrontdeskstaffmustefficientlyhandleguestrequests,includingthoserelatedtoroomservices,laundry,transportation,andotherconceergeservicesEnsuringguestsatisfactionThefrontdeskplaysacriticalroleinenhancingtheoverallguestexperiencebypromptaddressinganyissuesorconcernsthatmayariseduringtheirstayFrontdeskresponsibilitiesandimportanceMaintaininghotelsecurityandsafetyFrontdeskstaffareofthefirstpointofcontactinemergencysituationsandmustbetrainedtohandlethemeffectively,whilealsoadvertisingtohotelsecurityprotocolsFrontdeskresponsibilitiesandimportanceProfessionalappearanceFrontdeskstaffshouldmaintainanearandtidyappearance,advertisingtothehotel'sdresscodeandpresentingaprofessionalimagetoguestsFriendlyandcourteousbehaviorStaffshouldmeetguestswithasmile,usingpoliticallanguage,anddemonstratingageniusinterestinimprovingexcelserviceClearandeffectivecommunicationFrontdeskstaffmustbeabletocommunicateclearlyandeffectivelywithguests,usingbothverbalandnonverbalcuestoreceiveinformationandbuildtrustFrontdeskstaffimageandetiquetteCulturalawarenessandsensitivityStaffshouldbeawareofculturaldifferencesandsensitivity,andadapttheircommunicationstyleaccordinglytoensureallguestsfeelwelcomeandrespectedFrontdeskstaffimageandetiquetteBasicEnglishproficiencyFrontdeskstaffshouldhaveabasicunderstandingofEnglishtocommunicateeffectivelywithinternationalguestsIndustryspecificvocabularyStaffshouldbefamilywithcommonhotelterminologyandphasesusedinfrontofficework,suchascheckin,checkout,reservation,androomserviceTheApplicationofEnglishinFrontOfficeWorkListeningandcomprehensionskillsFrontdeskstaffmustbeabletounderstandguestrequestsandinquiriesinEnglish,andrespondappropriatelywithclearandaccurateinformationSpeakingandpromotionskillsStaffshouldbeabletospeakEnglishfluentlywithgoodpromotionandintegration,toensuresmoothandeffectivecommunicationwithguestsTheApplicationofEnglishinFrontOfficeWork02BasicEnglishcommunicationskills

GreetingsandreceptionlanguageWelcomephrases"Welcometoourhotel!","It'salwaysapleasuretoseeyou!"Greetingvariations"Goodmorning/afternoon/evening,howmayIassistyou?""Receiptresponses"Thankyouforchoosingourhotel.","We'regladtohaveyouhere."03Dealingwithunknowninformation"I'msorry,Idon'thavethatinformationatthemoment.Letmefindsomeonewhocanhelpyou."01Askingforinformation"MayIknowyourname,please?","Couldyoupleasetellmeyourroomnumber?"02Providinginformation"Therestaurantislocatedonthegroundfloor.""Thecheckouttimeisat12noon."InquiryandAnsweringSkills123"I'msorryfortheconvention.""Weapologizeforthedelay."Apologizingforconvention"Thankyouforyourunderstanding.","Werecommendyourpatient."Showinggraduation"I'msorrytohearthat.LetmeseewhatIcandotomakeitright."RespondingtocomplaintsApologiesandexpressionsofgraduation03BookingServiceEnglishGreetingandaskingforguestdetails:"Goodmorning/afternoon/evening,howmayIassistyouwithyourbookingtoday?MayIhaveyourfullname,please?"Askingforroomtypeandrequirements:"Wouldyoupreferasingleordoublebed?Doyouhaveanyspecificrequirementsforyourroom?"Providingroomrateandpaymentdetails:"Theroomrateforasingle/doubleroomis$XXXpernight.Werequireacreditcardtosecureyourbooking.Wouldyouliketoproceed?""Thankyou.MayIconfirmyourarrivaldateandthenumberofnightsyouwillbestaying?"BookingprocessanddialogueexampleHandlingbookingchanges"Ifyouneedtochangeyourbooking,pleaseletusknowatleast24hourspriortoyourarrivaltoavoidanycharges."Cancellationpolicyexplanation"Ourcancellationpolicyrequiresgueststocanceltheirbookingsatleast48hoursbeforethescheduledarrival.Failuretodosomayresultinaonenightcharge."Assistingwithchangesorcancellations"Icanhelpyouwiththat.MayIhaveyourbookingreferencenumber,please?OnceIlocateyourbooking,Iwillbeabletomakethenecessarychangesorcancellationsforyou."BookingchangeandcancellationoperationsInquiryaboutspecialneeds:"Doyouhaveanyspecialrequirementsorneedsthatweshouldbeawareoftoensureyourcomfortduringyourstay?""Wecanmoderatelyadaptdietaryrestrictions.Pleaseletusknowifyouhaveanyspecificdietaryneedsorallowances."Arrangingaccessiblerooms:"Ifyourequireanaccessibleroom,pleaseletusknowinadvancesowecanreserveasuitableroomforyou."Assistingwithtravelarrangements:"Ifyouneedassistancewitharrangingtransportationtoandfromtheairportorlocalattachments,ourcouncilteamwouldbehappytohelp."Specialneedshandling04CheckinserviceEnglish輸入標(biāo)題02010403Registrationandcheck-inprocessanddialogueGreetingandwelcomingguests:"Goodafternoon,welcometoourhotel.HowmayIassistyoutoday?""Hereisyourroomkey.Yourroomislocatedonthefifthfloor.Youcantaketheelevatortoyourright."Askingforidentificationandcompletingregistration:"Couldyoupleaseprovidemewithyouridentificationforregistrationpurposes?"Confirmingguestreservation:"MayIhaveyourname,please?I'lljustcheckourreservationlist."Describingroomtypesandfacilities:"Ourroomsareequippedwithcomfortablebeds,flatscreenTVs,andfreeWiFi.Wouldyoulikearoomwithacityvieworacourtyardview?""Inadditiontotheinroomfacilities,wealsoofferafitnesscenter,swimmingpool,andthreerestaurantsonsite."Highlightinguniquefeatures:"Ourhotelisknownforitsecofriendlypracticesandsustainabledesign.You'llfindplentyofnaturallightandenergyeffectiveappliancesinyourroom."RoomIntroductionandFacilityDescriptionExplainingroomratesandtaxes:"Theroomrateincludesbreakfastandallapplicabletaxes.Pleasenotethatwerequireacreditcardpreauthorizationorcashdepositoncheckin."Clarifyingpaymentmethods:"Weacceptmajorcreditcards,debitcards,andcashpayments.Pleaseletusknowhowyouwouldliketosettleyourbill."Discussingincidentcharges:"Duringyourstay,anyincidentchargessuchasroomserviceortelephonecallswillbechargedtoyourroom.Youcansetthesechargesatcheckout.""Thedeposityoupaidisrefundableuponcheckout,providedtherearenoincidentalchargesordamagestotheroom.However,pleasenotethatsomedepositsmaybenonrefundabledependingonourcancellationpolicy."Feesanddepositrelatedmatters05CateringServiceEnglishTakingrestaurantreservations01Confirmingthenumberofguests,time,andanyspecialrequirementsSeatingarrangements02Guidinggueststotheirtables,consideringtheirpreferencesandtherestaurant'slayoutDealingwithwaittimes03Apologizingforanydelays,offeringgueststheoptiontowaitorbeseatedatanothertableRestaurantreservationsandseatingarrangementsAssistingwiththemenuExplainingthemenuoptions,highlightingspecialtiesandpopulardishesTakingfoodordersConfirmingguests'choices,notinganydietaryrestrictionsorallowancesSuggestingdrinksSuggestingwinepairs,cocktails,ornonalcoholicbeveragesbasedonthemealandguestpreferencesDealingwithorderchangesorcancellationsHandlingrequestsformodificationsorcancellationsgraphicallyandeffectivelyTipsfororderingdishesandrecommendingdrinksCheckoutandFarewellTermsPresentingthebillExplainingthecharges,includinganyadditionalfeesordiscountsAcceptingpaymentsProcessingcash,creditcards,orotherformsofpaymentIssuingreceiptsandconfirmationsProvidingguestswitharecordoftheirtransactionandanyrelevantinformationforfuturereferenceBiddingfarewellThankingguestsfortheirpatriotismandwishingthemapleasantdayorsafetravels06BusinessServiceEnglishMeetingroomreservationandequipmentprovisionEnsuringthatallnecessaryequipment,suchasprojectors,screens,microphones,andflipcharts,areavailableandsetupbeforethemeetingArrangingforequipmentUnderstandingthesize,layout,andtechnicalneedsofthemeetingroomtoensureitmeetstheclient'sexpectationsDiscussingmeetingroomrequirementswithclientsConfirmingtheavailabilityofthemeetingro