SHERATON喜来登酒店英语培训 (1)
酒店培训教材— Business Trip Standard
SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Business Trip Standard任务：商务旅行标准Code 序号： OH-SM-RM-A202Objectives: At the end of this session, each trainee will be able to ensureMarket reach targets are achieved.目的: 课程结束后使每位学员能够确保在商务旅行中达到目标市场Standard: 1. Each sales trip has to be in accordance with the hotel Business Plan.标准: 每个商务旅行都必须遵照酒店工作计划2. The sales associate will make appointment with clients prior tobusiness trip.销售员工将在商务旅行前与客户约定见面时间。
3. Prepare sales kits and promotion flyer, etc.准备销售小册子和销售推广宣传单。
4. Book accommodation in Sheraton hotels or Starwood hotels ifpossible. Otherwise abide by hotels expense policy.尽可能预订仕达屋集团内喜来登酒店，否则遵照酒店出差费用的政策。
5. Follow daily sales calls standard during the business trip.商务旅行中每天的工作遵照每日销售拜访标准。
Resources: LCD / sales kits, promotion flyer, business trip expense form, sales call report培训器材: LCD / 销售小册子，推广宣传单，商务旅行费用申请表，销售报告附赠酒店管理的八大要点酒店管理无小事，酒店管理的任一个方面都可能至关重要，酒店管理的每一个细节都可能关乎成败。
喜来登酒店导师培训课件
♦ Consider limitations due to – facilities – length of training – delivery method – how quickly the training needs to happen
Options for Sequencing Materials
you do?
Training Process: ADDIE
♦ Analysis – formal/informal needs assessment – determine goals & objectives ♦ Design – determine the content – determine delivery method ♦ Development – create the materials ♦ Implement – deliver the content ♦ Evaluation – results based on objectives
♦ Choose a subgroup if unable to survey all ♦ Contact those most relevant to the training first
– be careful not to bias input
♦ Focus on participant outcomes after training ♦ Do mini needs assessment before each training
Personal Qualities to Look For in a Trainer
♦ Self-confidence ♦ Awareness of ♦ Ability to listen ♦ Sense of humor ♦ Communication &
SHERATON喜来登酒店英语培训精品文档39页
Chapter 1. Courtesy EnglishUnit 1：GREETING & FAREWELLS●VOCABULARY●PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you? Fine, thank you, and you? 你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you? Good-bye Good night Good-bye for now很好，谢谢，你呢？再见晚安再见It was nice to see you again. Have a good evening See you later. It was nice seeing you.很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest’s name is .The staff’s name is .The guest will today.He’ll live in next time he comes.●TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>?Guest: Good morning. Jane. I’m fine, thanks, and you?Staff :I’m fine too. Are you checking-out today?Guest: yes, I think soStaff :Did you enjoy your stay here?Guest: Yes, I did.Staff :I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff :Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It’s nice to meet you. It’s nice meeting you. 我叫约翰.史密斯。
酒店英语培训
酒店英语培训English Training Manual目录CONTENTSForeword 1 前言Part One 3 第一局部Courtesy English 基本礼貌用语Part Two 22第二局部Front Office Service 前厅效劳Part Three 35 第三局部Housekeeping Service 客房效劳Part Four 52 第四局部Food and Beverage Service 餐饮效劳Part Five 71 第五局部Recreation Service 康乐效劳前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋严密。
英语作为一种国际言语，是酒店员工与外宾交流的主要言语工具，已成为酒店员工需求掌握的一项基本技艺。
为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。
学致运用，是我们学习的最终目的。
愿您不时在任务中找到学习的动力，在交流中取得分享知识的乐趣。
人力资源部AS the world has already stepped into the era of knowledge economy, China’s hotel industry is closely related to the international market. English, a word language, functions asa main tool or a basic ability for hotel staff to communicatewith foreign guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening),sir (madam).早上〔下午，早晨〕好，先生〔夫人〕。
惠州喜来登酒店英文讲解
Sheraton Huizhou Beach ResortSheraton Changsha Hotel is conveniently located in the downtown central business district. We are part of the Changsha Yunda International Plaza, which is comprised of hotel and office space linked by a six-level podium shopping mall.Our 384 guest rooms and suites feature the Sheraton Sweet Sleeper(SM) Bed, large windows with unobstructed city views, a 32" wall mounted LCD TV, and a separate shower in the bathroom. Business guests will appreciate the High Speed Internet Access and universal power outlets with uninterrupted power source in all guest rooms.For even greater comfort, our Executive Level accommodations offers spectacular city views and access to the Club Lounge where you receive complimentary breakfast, all day refreshments, and Happy Hour beverages.Find a variety of dining choices in our four themed restaurants, including an all-day dining venue, 24 -hour Hunan Food Street, an Italian restaurant, and a Cantonese restaurant with 25 private dining rooms. Enjoy live evening entertainment in our jazz bar or meet up with friends and colleagues in the lobby bar.With nine multi-function meeting rooms, a pillarless ballroom, and a business centre - all equipped with the latest technology and audiovisual equipment - our hotel is ready to accommodate your next meeting orevent.Discover total well-being in our health and wellness centre, which includes a gym with the latest Technogym Excite cardio and resistance equipment, reflexology, steam, sauna, indoor pool, beauty parlor, roof garden, and full-service spa.Stay in the hotel that has it all - Sheraton Changsha Hotel!。
Welcome to Banquet喜来登培训资料
W ELCOME TO B ANQUET 宴会厅欢迎您T RAINING M ANUAL培训手册T HE B UDDY S YSTEM伙伴制度The Buddy system has been set in place to work in with the Banquet Training Manual (BQTTM). The Buddy will be roistered the same shifts as the new employee and liaise with the shift leader as to how they progress.这个伙伴体系是与宴会厅的员工手册相配套的，伙伴会和新员工一起工作，并把新员工的学习进程汇报给上级领导。
Responsibility of a buddy is to make sure the new employee understands procedures of Banquet and how to follow standards set in place as outlined in the BQTTM.对于一个伙伴的责任来说，是要确保新员工明白宴会厅的操作程序并能按照宴会厅的培训手册中的大纲规定的标准实际操作。
The outcome of this training manual will ensure that the new employee is competent in all areas of the department. A clear understanding will be established firstly, of Back of House procedures before they venture into service. This will create a professional and positive outlook by all.这个培训手册的目的是确保新员工能胜任部门的所有工作。
SHERATON喜来登酒店英语培训
Chapter 1. Courtesy EnglishUnit 1：GREETING ＆FAREWELLS●VOCABULARY●PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you？Fine, thank you, and you? 你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you？Good—bye Good night Good—bye for now 很好,谢谢，你呢? 再见晚安再见It was nice to see you again。
Have a good evening See you later. It was nice seeing you. 很高兴又见到你. 晚上愉快. 回头见. 很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快. 一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest’s name is 。
The staff’s name is 。
The guest will today.He’ll live in next time he comes.●TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today〉？Guest: Good morning。
关于SHERATON喜来登酒店英语培训(45页)
Chapter 1. Courtesy EnglishUnit 1： GREETING & FAREWELLS● VOCABULARY● PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好 下午好 晚上好 欢迎回来 嗨 Hello How do you do? How are you? Fine, thank you, and you? 你好 你好 你好吗？ 很好，谢谢，你呢？ Fine, thanks, and you? Good-bye Good night Good-bye for now 很好，谢谢，你呢？ 再见 晚安 再见 It was nice to see you again. Have a good evening See you later. It was nice seeing you. 很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again 周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again 感谢光临。
盼望再见到您。
● LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence. The guest ’s name is . The staff ’s name is . The guest will today.He ’ll live in next time he comes.● TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>? Guest: Good morning. Jane. I’m fine, thanks, and you? Staff : I’m fine too. Are you checking-out today? Guest: yes, I think soStaff : Did you enjoy your stay here? Guest: Yes, I did.Staff : I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff : Thank you. I wish you a nice trip home and look forward to seeing you again. Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know. The more I know, the more I forget. The more I forget, the less I know. So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It ’s nice to meet you. It ’s nice meeting youi. 我叫约翰.史密斯。
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Chapter 1. Courtesy EnglishUnit 1：GREETING & FAREWELLS●VOCABULARYwelcome 欢迎friend 朋友farewell 告别identify 识别definitely 肯定safe 安全的enjoy 喜欢pleased 高兴sure 当然trip 旅游weekend 周末again 再look forward to 盼望satisfaction 满意●PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you? Fine, thank you, and you? 你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you? Good-bye Good night Good-bye for now很好，谢谢，你呢？再见晚安再见It was nice to see you again. Have a good evening See you later. It was nice seeing you.很高兴又见到你。
晚上愉快。
回头见。
很高兴见到你。
Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快。
一路平安。
祝您愉快。
希望再见到您。
Thank you for coming (Thanks for coming) Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest’s name is .The staff’s name is .The guest will today.He’ll live in next time he comes.●TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>?Guest: Good morning. Jane. I’m fine, thanks, and you?Staff :I’m fine too. Are you checking-out today?Guest: yes, I think soStaff :Did you enjoy your stay here?Guest: Yes, I did.Staff :I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff :Thank you. I wish you a nice trip home and look forward to seeing you again.Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2: INTRODUCTIONSVOCABULARY.introduce 介绍happy 高兴spell out 拼写出来meet 会见glad 高兴first name 名pleased 高兴nice 很好last name 姓certainly 当然了pleasure 高兴enjoy 喜欢PHRASES ON THE JOBMy name is John Smith It’s nice to meet you. It’s nice meeting you. 我叫约翰.史密斯。
很高兴见到您。
很高兴见到您。
I’m Mary Copper I’m pleased to meet you I’m glad to meet you. 我叫玛丽.库伯。
很高兴见到您。
很高兴见到您。
Let me introduce you to John Smith I’d like to introduce you to Mary Copper.我把你介绍给约翰.史密斯。
我想把你介绍给玛丽。
I’d like you to meet Mr. Thomson. I don’t think we’ve met before希望你认识一下托玛斯先生。
我想我们以前没见过。
Have we met before? You’re new here, aren’t you?我们以前见过面吗？你是新来的，对吗？LISTEN TO THE CONVERSATIONTALKING TO THE GUEST：Staff :Good morning, sir, May I know your name?Guest: Certainly. My name is John SmithStaff :Would you please spell your last name?Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson.Staff :How do you do Mr. Parkinson? Welcome to our hotelGuest: How do you do? Very nice to meet you.Staff :Hope you’ll enjoy you stay here.Guest: I think I willStaff :See you later.Guest: See you.PAIR WORKIntroduce yourself to a partner.EXERCISEPut in articles where needed.A: Would you like cold milk?B: Yes, please. I’d like glass of beer if you’ve got it.A: I’ll go and have a look in kitchen.Yes, there’s bottle here, but it isn’t coldB: Never mind. Can I have piece of ice in it?A: Sure. There is quite a lot in refrigerator.IDIOMS：No pain no gain.As busy as a bee.Hand and foot.As proud as a peacock.As hungry as a wolfBeat about the bush.UNIT 3: APOLOGIESVOCABULARYExcuse 原谅apologize 请求原谅mistake 错误forgive 原谅mind 介意assure 保证sorry 对不起Right away 马上happen 发生bill 帐单check 检查PHRASES ON THE JOBExcuse me I’m sorry please forgive me. That’s Ok 打扰一下。
对不起。
请原谅。
没什么。
I do apologize That’s all right Please accept our apology.我很抱歉。
没关系。
请接受我们的歉意。
Would you please wait a moment? Would you mind waiting a second?请稍等好吗？请稍等好吗？I didn’t mean for that to happen. I assure you it won’t happen again.我是不想出这种事的。
我向您保证以后不再发生这种事。
TALKING TO THE GUESTGuest: Excuse me. I think there is a mistake in my bill..Staff :I’m sorry to hear that. I’ll check for you right away. Would you please wait a moment?Guest: OK. ( a moment later)Staff :I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won’t happenagain.Guest: Well, that’s all rightEXERCISEPut in the missing word.Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they can’t to the taxi driver as they can a word of Chinese.They don’t know how to him where they want to go. And the driver doesn’t know how to to them because he dosen’t German. Mr. Miller to himself. “ I wish I could some Chinese.”UNIT 4: OFFERING HELPVOCABULARYAppreciate 喜欢grateful 感谢offer 提供assist 帮助favor 喜欢desire 希望request 要求Besitate 犹豫mind 介意trouble 麻烦welcome 欢迎follow me 跟corridor 走廊Show 展示serve 服务end 尽头PHRASES ON THE JOBAnything I can do for you? If there’s anything I can do to help, please let me know.我能为您做些什么？如果有我能帮忙的话，请告诉我。