hotel service
酒店服务礼仪中英文对照
酒店服务礼仪Hotel Service Etiquette酒店服务礼仪基础知识模块一The Basic Information of Hotel Service Etiquette Module One一、什么是礼仪s the Etiquette? ’Section one What二、酒店服务礼仪Hotel Service Etiquette Section Two酒店服务礼仪的定义)一(1.Definition of Hotel Service Etiquette酒店服务礼仪的原则)二(2. Principle of Hotel Service Etiquette( 酒店服务礼仪的内容)三3. Content of Hotel Service Etiquette酒店服务礼仪的)四(4. Effect of Hotel Service Etiquette学习酒店服务礼仪的方法)五(5. The Ways of learning Hotel Service Etiquette学习酒店服务礼仪的意义)六(6. Significance of learning Hotel Service Etiquette三、角色定位与服务意识Role Orientation and Service Consciousness Section Three一( 服务意识)二( 角色定位)1. Role Orientation2. Service Consciousness酒店服务人员的仪容仪表模块二Appearance and Dress of Hotel Service Staff Module Two一、概述Introduction Section One二、仪容Appearance Section Two)一( 酒店服务人员仪容的基本要求1. Basic Requests to Appearance of Hotel Service Staff 酒店服务人员的化妆原则)二(2. Principles for make-up of Hotel Service Staff三、仪表Dress Section Three一( 着装的原则)1. Principle of Dress酒店服务人员服饰礼仪)二(2. Dress Manners of Hotel Service Staff酒店服务人员的仪态模块三Deportment of Hotel Service Staff Module Three 一、概述Introduction Section One二、表情语Section Two Facial Expression微笑)一(1. Smiling目光)二(2. Look in eyes三、动作语Body Language Section Three手势语)一(1. Gesture站姿)二(2. Standing Posture坐姿)三(3. Sitting Posture( 走姿)四4. Walking Posture蹲姿)五(5. Crouching Posture模块四酒店服务的语言艺术Linguistic Art of Hotel Service Module Four一、酒店服务语言概述Introduction of Linguistic Art of Hotel Service Section One酒店服务语言的基本要求)一(1. Basic Requests to Linguistic Art of Hotel Service 酒店服务语言的基本原则)二(2. Basic Principles of Linguistic Art of Hotel Service 酒店服务的语言艺术及其作用)三(3. Linguistic Art of Hotel Service and its significance二、酒店服务语言的应用Section Two Applications of Hotel Service Language 迎候语言)一(1. Language of Meeting the Guests交流语言)二(2. Language of Communication电话语言)三(3. Language in Telephone语言禁忌)四(4. Language Inhibitions三、服务语言艺术的培养途径Section Three Cultivating Approach of Linguistic Art of Hotel Service会议服务礼仪模块五Conference Service Etiquette Module Five一、会议的概念The Concept of Conference One Section二、会议的类型Section Two The Types of Conference三、会议服务礼仪的基本流程Basic Procedure of Conference Service Etiquette Three Section四、会前准备服务礼仪Service Etiquette of Preparations for Conference Section Four)一( 环境礼仪规范)室(会议厅1. Environmental Etiquette Rules of the Conference Hall 会议会场布置礼仪规范)二(2. Etiquette Rules of Decorating the Conference Hall会议摆台礼仪规范)三(3. Etiquette Rules of Setting the tables of Conference设备使用礼仪规范)室(会议厅)四(4. Etiquette Rules of using the Equipments in the Conference Hall五、会议期间的服务礼仪Section Five Service Etiquette during the Conference 礼仪原则)一(1. Principles of Etiquette操作标准)二(2. Standards of Operation一般会议服务礼仪)三(3. Service Etiquette of General Conference特殊会议服务礼仪)四(4. Service Etiquette of Special Conference会议附属设施服务礼仪)五(5. Service Etiquette of Attached Facilities to the Conference六、会后服务礼仪Service Etiquette after the Conference Section Six送客服务)一(1. Service of Seeing the Guests off会场清洁)二(2. Cleaning the Conference三( 处理会议文件)3. Dealing with the Documents of the Conference 其他服务)四(4. Other Service国际接待礼仪常识模块六Module Six一、国际接待礼仪原则Section One Etiquette Rules of International Reception 依法办事)一(1. Acting accordance with the Law)二( 遵时守约2. Being on Time and Keeping to the Promise尊重隐私)三(3. Valuing the Privacy女士优先)四(4. Ladies first( 尊重他人)五5. Respecting others保护环境)六(6. Protecting Environment二、迎送接待礼仪Section Two Etiquette of Meeting and Seeing Off接待准备)一(1. Preparations for Reception迎送)二(2. Meeting and Seeing Off会见、会谈)三(3. Meeting and Conversation签字)四(4. Signing宴请仪式)五(5. The Ceremony of Entertainment西餐宴请)六(6. Feasting the Guests on Western Food三、礼宾次序与国旗悬挂法of Ways the and Ceremony the of Order Three Section the HangingNational Flag礼宾次序)一(1. Order of the Ceremony国旗悬挂法)二(2. The Ways of Hanging the National Flag我国主要客源国和地区以及部分少数民族的习俗和礼节模块七Tourist Main s ’CountryOur of Etiquette and Custom Seven ModuleSource Countries, areas and some Minoritis一、我国主要客源国和地区的习俗与礼节。
关于酒店服务的英语文章
The Essence of Hotel Service: Creating Memorable Guest ExperiencesIn the highly competitive world of hospitality, providing exceptional service is not just a necessity, but a key differentiator that sets one hotel apart from the rest. Hotel service, at its core, is about creating memorable guest experiences, tailored to meet the unique needs and expectations of every individual visitor. It begins with a warm welcome and extends throughout theentire duration of the stay, ensuring that guests feel comfortable, satisfied, and well-cared for.To achieve this, hotels must have a well-trained and dedicated staff who understand the importance of providing impeccable service. Frontline employees, from receptionists to housekeeping staff, must be professional, polite, and proactive in anticipating and fulfilling guest needs. They must also be equipped with the necessary skills and knowledge to handle various situations, from handling complaints gracefully to providing timely assistance during emergencies.Beyond basic customer service skills, hotels must also invest in creating a culture of service excellence. This involves fostering a work environment that encourages innovation, teamwork, and continuous improvement. By fostering a culture where employees feel valued and motivated, hotels can ensure that their staff are not just meeting expectations, but exceeding them.In addition to staff training and culture, hotels must also pay attention to the physical aspects of their service. This includes maintaining clean and comfortable facilities, providing high-quality linens and amenities, and ensuring that all areas of the hotel, from the lobby to the guest rooms, reflect the desired brand image and atmosphere.Moreover, hotels must stay up-to-date with technologyto enhance the guest experience. From digital check-in and keyless room entry to interactive concierge services and online bookings, technology can significantly improve efficiency and convenience for guests. By leveraging technology, hotels can streamline processes, improve communication, and personalize services to meet the unique preferences of each guest.However, it's not just about the tangible aspects of service. The intangible elements, such as the emotional connection between guests and staff, are equally important.A smile, a kind word, or a genuine act of kindness canleave a lasting impression on guests and turn them into loyal, repeat customers.In summary, hotel service is about creating memorable experiences for guests by providing impeccable service, fostering a culture of excellence, maintaining high-quality facilities, leveraging technology, and fostering emotional connections. By doing so, hotels can ensure that their guests not only have a comfortable and satisfying stay, but also become brand ambassadors, sharing their positive experiences with others and driving business growth.**酒店服务的精髓：创造难忘的宾客体验**在竞争激烈的酒店业中，提供卓越的服务不仅是必要的，而且是让一家酒店脱颖而出的关键。
Unit4Hotel-Serviceppt课件
多少。)
Receptionist: $59 per night. You stayed here for 3 days, that is $177. 4 (询问客人如何 付款。)
You: In cash, please. Here you are, $200. Receptionist: Thank you. 5 (向客人交代所找的
Receptionist: 3 ___W__o_u_ld__yo_u__p_le_a_s_e_f_il_l o_u_t_t_h_e_r_e_g_is_t_ra_t_io_n__fo_r_m________? (请您填一下这张登记表好吗？)
You: Here it is. Is it all right?
Receptionist: May I have your name, please? Client: Yes, 2 __m__y_n_a_m_e__is_T_o_m__J_o_h_n_s_o_n__.
Receptionist: Oh, yes, Mr. Johnson. We have your reservation here. Would you please fill out this registration card?
to stay with them in the hotel?
Unit | Four
• 6. What is the room rate for 3 persons in Village Green Inn?
• 7. When should you check out of the hotel?
• 8. Where should a guest leave his/her key when leaving the hotel?
酒店服务英语培训
Interactive games and group discussions
Interactive games
By designing interesting interactive games, students can be stimulated to learn and improve their English listening and speaking abilities.
Spa and fitness
Hotel employees should be able to provide information about spa and fitness facilities, services, and appointment scheduling
Customer communication skills and complaint handling
Culture awareness
Body language
Hotel employees should be aware of different cultural backgrounds and preferences, and adapt their communication style accordingly
Active listening
Hotel employees should be able to listen attentively to guest requests and concerns, and demonstrate empathy and understanding
Complaint handling
Reservation and check-in
Unit 2 Hotel Service
Listening and Speaking
A. May I have your name and room number? B. How many tickets do you need? C. Which flight would you like? D. It takes off at 9:30.
Receptionist: Mr Pan: Receptionist: Mr Pan: Receptionist: Mr Pan: Receptionist: Mr Pan: Receptionist: Mr Pan: Receptionist:
Listening and Speaking
1 Learn the words and expression.
charge 收费 per 每 have a look at... 看一看…… deposit 押金
Listening and Speaking
2 Listen to the dialogue and repeat. Receptionist: Good morning. What can I do for you? Mr Pan: Morning. I'd like a double room with a double bed for three days. Receptionist: I'm very sorry, but we don't have such a room available. How about a double room with twin beds? Mr Pan: OK. What is the room rate?
(新)饭店服务英语教学大纲计划
《饭店服务英语》课程教学大纲课程名称：《饭店服务英语》英文名称：English For Hotel Service课程代码：学时：60适合专业：旅游英语专业一、课程性质、目的与任务课程性质：《饭店服务英语》是高职院校旅游英语专业的一门必修课，是旅游英语学科体系的重要组成部分。
目的：本课程的目的是，使学生具备掌握英语基础知识和技能以及运用饭店英语的能力，从而达到旅游英语专业学生应具备的整体知识文化水准和相应的业务素质。
任务：通过学习，培养学生在具有一定的公共英语听、说、读、写的基础上，掌握饭店行业服务与管理的专业英语，包括旅游饭店英语的专业词汇、句型和表达方法，使学生基本具备用英语进行旅游饭店行业管理与服务的能力，为从事旅游饭店业工作的需要打下良好的基础。
二、教学基本要求了解旅游饭店英语的常用范围及饭店服务的一般程序。
理解旅游饭店服务英语的专业词汇、句型和表达方法。
掌握旅游饭店行业服务与管理的专业英语，包括饭店服务英语的专业词汇、句型和表达方法，能用正确的英语语音和语调流利地进行对话。
三、教学内容体系旅游分为食（Food and beverage）、宿(Residence)、行(Transportation)、游(Sightseeing)、购(Shopping)、娱(Entertainment)六大部分。
其中食宿是为旅游者提供的最重要的服务。
本课程就是要求学生掌握饭店服务英语。
本课程教学内容从整体上分为以下章节：1.The Front Office Service (前台服务)这部分主要介绍前台的服务功能与作用，其中包括客房预订（RoomReservation）、接待服务（Reception）、礼宾服务(Bell Service)、总台问讯服务（Mail and Information Service）、电话总机服务（Telephone Operator）等。
2.Chamber Service (客房服务)这部分主要介绍一系列常用的客房服务，如打扫房间服务（Room Cleaning Service）、客房送餐服务(Room Service)、满足客人要求服务（Guests’ Requests）、失物认领服务（Lost and Found Service）、损坏与赔偿（Damage and Compensation）等。
酒店服务指南英文
Hotel Service GuideTraveling to a new city can be an exciting experience, but it can also be overwhelming, especially when it comes to navigating the services and amenities offered by hotels. This guide aims to provide you with a comprehensive overview of the common services that you can expect to find in most hotels, as well as some tips on how to make the most of your stay.Check-InUpon arrival at the hotel, the first point of contact will often be the check-in counter. Here, you will be required to present your identification and credit card for verification. Once the necessary paperwork is completed, you will be given a room key or access card, as well as information about the hotel’s facilities, breakfast timings, and check-out procedures. Keep in mind that most hotels have a designated check-in time, so be sure to arrive within the specified window to avoid any delays.Rooms and AccommodationHotel rooms come in various sizes and configurations, ranging from standard single rooms to luxurious suites. Each room is typically equipped with essential amenities such as a comfortable bed, a private bathroom with toiletries, a television, and a mini-bar. It is essential to familiarize yourself with the room’s features, including the air conditioning, heating, and lighting controls, to ensure a comfortable stay.Dining OptionsHotels typically offer guests a range of dining options, from a formal restaurant serving a la carte or buffet meals to casual cafes and room service. Breakfast is often included in the room rate and is served in the designated dining area. Some hotels also offer lunch and dinner services, as well as specialty cuisines such as local or international dishes. Be sure to check the hotel’s dining hours and menus to plan your meals accordingly.Housekeeping and MaintenanceHousekeeping services play a crucial role in maintaining the cleanliness and comfort of your room. Most hotels offer daily housekeeping, where staff will tidy up the room, change the bed linens, and replenish toiletries. Additionally, hotels have maintenance personnel on call to address any issues with the room’s appliances or fixtures promptly. If you have any specific requirements or preferences, do not hesitate to inform the front desk or housekeeping staff.Facilities and EntertainmentHotels often provide guests with access to various facilities and entertainment options to enhance their stay. Common amenities include a fitness center, swimming pool, spa, business center, and conference rooms. Some hotels also offer recreational activities such as guided tours, cooking classes, or live performances. Take advantage of these facilities to relax, socialize, or stay productive during your stay.Check-OutWhen it is time to depart, be sure to settle any outstanding bills, return the room key or access card, and inform the front desk of your departure. Hotels typically have a check-out time that you must adhere to, so plan your departure accordingly to avoid any unnecessary charges. If you require assistance with luggage or transportation, the hotel staff will be happy to assist you with arranging for a taxi or shuttle service.ConclusionIn conclusion, understanding the services and amenities offered by hotels can help you make the most of your accommodation experience. By familiarizing yourself with the check-in process, room features, dining options, housekeeping services, facilities, and check-out procedures, you can ensure a comfortable and enjoyable stay. Remember to communicate any special requests or preferences to the hotel staff to enhance your overall experience. Enjoy your stay!This guide provides valuable information on the common services and amenities offered by hotels to help you navigate your stay effectively. Ensure you make the best of your hotel experience by following these guidelines.。
酒店服务礼仪中英文对照
酒店服务礼仪Hotel Service Etiquette模块一酒店服务礼仪基础知识Module One The Basic Information of Hotel Service Etiquette一、什么是礼仪Section one What’s the Etiquette?二、酒店服务礼仪Section Two Hotel Service Etiquette(一)酒店服务礼仪的定义1.Definition of Hotel Service Etiquette(二)酒店服务礼仪的原则2. Princip le of Hotel Service Etiquette(三)酒店服务礼仪的内容3. Content of Hotel Service Etiquette(四)酒店服务礼仪的4. Effect of Hotel Service Etiquette(五)学习酒店服务礼仪的方法5. The Ways of learning Hotel Service Etiquette(六)学习酒店服务礼仪的意义6. Significance of learning Hotel Service Etiquette三、角色定位与服务意识Section Three Role Orientation and Service Consciousness(一)角色定位(二)服务意识1. Role Orientation2. Service Consciousness模块二酒店服务人员的仪容仪表Module Two Appearance and Dress of Hotel Service Staff一、概述Section One Introduction二、仪容Section Two Appearance(一)酒店服务人员仪容的基本要求1. Basic Requests to Appearance of Hotel Service Staff(二)酒店服务人员的化妆原则2. Princip les for make-up of Hotel Service Staff三、仪表Section Three Dress(一)着装的原则1. Princip le of Dress(二)酒店服务人员服饰礼仪2. Dress Manners of Hotel Service Staff模块三酒店服务人员的仪态Module Three Deportment of Hotel Service Staff一、概述Section One Introduction二、表情语Section Two Facial Expression(一)微笑1. Smiling(二)目光2. Look in eyes三、动作语Section Three Body Language(一)手势语1. Gesture(二)站姿2. Standing Posture(三)坐姿3. Sitting Posture(四)走姿4. Walking Posture(五)蹲姿5. Crouching Posture模块四酒店服务的语言艺术Module Four Linguistic Art of Hotel Service一、酒店服务语言概述Section One Introduction of Linguistic Art of Hotel Service(一)酒店服务语言的基本要求1. Basic Requests to Linguistic Art of Hotel Service(二)酒店服务语言的基本原则2. Basic Principles of Linguistic Art of Hotel Service(三)酒店服务的语言艺术及其作用3. Linguistic Art of Hotel Service and its significance二、酒店服务语言的应用Section Two Applications of Hotel Service Language(一)迎候语言1. Language of Meeting the Guests(二)交流语言2. Language of Communicatio n(三)电话语言3. Language in Telephone(四)语言禁忌4. Language Inhib itions三、服务语言艺术的培养途径Section Three Cultivating Approach of Linguistic Art of Hotel Service 模块五会议服务礼仪Module Five Conference Service Etiquette一、会议的概念Section One The Concept of Conference二、会议的类型Section Two The Types of Conference三、会议服务礼仪的基本流程Section Three Basic Procedure of Conference Service Etiquette四、会前准备服务礼仪Section Four Service Etiquette of Preparations for Conference(一)会议厅(室)环境礼仪规范1. Environmental Etiq uette Rules of the Conference Hall(二)会议会场布置礼仪规范2. Etiquette Rules of Decorating the Conference Hall(三)会议摆台礼仪规范3. Etiquette Rules of Setting the tables of Conference(四)会议厅(室)设备使用礼仪规范4. Etiquette Rules of using the Equip ments in the Conference Hall五、会议期间的服务礼仪Section Five Service Etiquette during the Conference(一)礼仪原则1. Princip les of Etiquette(二)操作标准2. Standards of Operation(三)一般会议服务礼仪3. Service Etiquette of General Conference(四)特殊会议服务礼仪4. Service Etiquette of Special Conference(五)会议附属设施服务礼仪5. Service Etiquette of Attached Facilities to the Conference六、会后服务礼仪Section Six Service Etiquette after the Conference(一)送客服务1. Service of Seeing the Guests off(二)会场清洁2. Cleaning the Conference(三)处理会议文件3. Dealing with the Documents of the Conference(四)其他服务4. Other Service模块六国际接待礼仪常识Module Six一、国际接待礼仪原则Section One Etiquette Rules of International Reception(一)依法办事1. Acting accordance with the Law(二)遵时守约2. Being on Time and Keeping to the Promise(三)尊重隐私3. Valuing the Privacy(四)女士优先4. Ladies first(五)尊重他人5. Respecting others(六)保护环境6. Protecting Environment二、迎送接待礼仪Section Two Etiquette of Meeting and Seeing Off(一)接待准备1. Preparations for Reception(二)迎送2. Meeting and Seeing Off(三)会见、会谈3. Meeting and Conversation(四)签字4. Signing(五)宴请仪式5. The Ceremony of Entertainment(六)西餐宴请6. Feasting the Guests on Western Food三、礼宾次序与国旗悬挂法Section Three Order of the Ceremony and the Ways of Hanging the National Flag(一)礼宾次序1. Order of the Ceremony(二)国旗悬挂法2. The Ways of Hanging the National Flag模块七我国主要客源国和地区以及部分少数民族的习俗和礼节Module Seven Custom and Etiquette of Our Country’s Main Tourist Source Countries, areas and some Minoritis一、我国主要客源国和地区的习俗与礼节Section One Custom and Etiquette of Our Country’s Main Tourist Source Countries(一)亚洲(二)欧洲2. Europe(三)美洲、大洋洲3. America and Oceanic(四)非洲Africa二、我国部分少数民族的习俗与礼节Section Two Custom and Etiquette of Our Country’s Partial Minority(一)壮族1. The Zhuang Nationality(二)蒙古族2. Mongolian Nationality(三)回族3. The Hui Nationality(四)藏族4. The Zang Nationality(五)维吾尔族5. Urgur Nationality(六)彝族6. the Yi Nationality模块八酒店服务礼仪综合训练Module Eight Composing Training of Hotel Service Etiquette一、概述Section One Introduction二、酒店各岗位服务礼仪规范Section Two Hotel Service Etiquette and Rules of Every Position(一)前厅服务礼仪规范1. Service Etiquette and Rules of Lobby(二)客房服务礼仪规范2. Service Etiquette and Rules of Guest Rooms(三)餐饮服务礼仪规范3. Service Etiquette and Rules of Food & Beverage(四)康乐服务礼仪规范4. Service Etiquette and Rules of Recreation &Health(五)其他服务礼仪规范5. Other Service Etiquette and Rules。