酒店前台接待英文培训
酒店英语培训
酒店英语培训备注：已含预订部常用英语在内部门名称：市场营销部：sales&marketing dept。
S&M房务部：room division dept。
RD餐饮部:food＆beverage dept F＆B人力资源部：human resources dept。
HR工程部：engineering dept.计划财务部:Financial dept. AR帐保安部:security dept.采购部：purchase dept。
department职位（市场营销部）：市场营销总监DOSM director of sales&marketing秘书security销售部sales dept.销售代表sales销售经理sales manager高级销售经理：senior sales manager公关部：public relation dept.公关经理PRM manager美工artist预订部：reservation dept。
RSVN Dept。
预订经理reservation manager RSVNM预订员reservationist房务部-—前厅部：房务总监DORD director of room division前厅部:front office前台：front desk FD前台接待：reception收银:cashier外币兑换：currency exchange大堂副理：AM assitant manager GSM guest service manager 礼宾部concierge dept.门童bell man商务中心BC business centre服务中心service centre总机operator行政酒廊executive lounge客房部：客房部：housekeeping dept HSKP客房部经理housekeeping manager楼层服务员room attendent领班captain主管supervisor公共区域PA public area洗衣房laundry洗衣服务laundry service康乐部health club室内游泳池indoor swimming pool健身房gym gymnasium桑拿sauna夜总会night club餐饮部：餐饮总监director of food&beverage行政总厨executive chef厨师长chief chef厨师chef餐饮部经理F&B service manager中餐厅经理chinese restaurant manager中餐厅chinese restaurant迎宾hostess西餐厅经理western restaurant manager西餐厅western restaurant酒吧服务员bartender服务员waiter/waitress自助餐厅cafeteria管事部stewarding外卖catering ’keitəriŋRegistration入住登记Check in入住C\ICheck out退房C\OGuest history 客史Profile档案Group 团队FIT（Free individual ［，ɪndi'vidjuəl］tourist ) 散客VIP（very important person)贵宾Early arrival提前抵店Walk —in入住（散客)No show未到Departure time离店时间Arrival time抵店时间Cancellation取消cancelOver booking超预订weightLate check out延迟退房Advanced [əd'vɑ:nst]deposit预订金Guaranteed booking保证类预订Confirm reservation确认预订Amendment更改Tariff [’tærif］价目表Rack ［ræk］rate [reit］门市价Net rate 净价Average room rate平均房价Day use日租房Free up-grade免费升级Up selling提升销售Full house 客满,满房Waiting list等候名单Rooming list团队名单Room status['steitəs］房态House use自用房Out of order （OOO）维修房Sleep out 外宿房Room type房间类别Connecting room联通房Adjoining room相邻房Room change换房DND(Do no disturb)请勿打扰IDD（international direct dial)国际长话DDD(domestic ［də'mestik] direct dial）国内长话Local ［'ləukəl] call 市话Leave a message留言Massage按摩Wake—up call service叫醒服务Morning call叫早服务Pick—up service接机服务See—off service送机服务Bathroom 浴室No smoking floor 无烟楼层Non—smoking room 无烟房Smiling service 微笑服务Wake—up service 叫醒服务Room service 送餐服务Extra ['ekstrə]bed加床Emergency ［i'mə:dʒənsi］exit紧急出口Entrance入口Executive floor行政楼层Lost and found 失物招领处Tip小费Service charge 服务费service directory服务指南Swimming pool 游泳池Gymnasium 健身房Elevator 电梯Western restaurant 西餐厅Massage 按摩Chinese restaurant 中餐厅Sauna Center 桑拿Logbook [’lɔɡ，bʊk工作日志Buffet[bəˈfe，bu—］自助餐Expense花费Guest 客人Confirm确认List 目录Flight航班January一月JanFebruary二月FebMarch［mɑ:tʃ］三月MarApril四月AprMay 五月MayJune［dʒu:n］六月JunJuly七月JulAugust八月AugSeptember九月SepOctober十月OctNovember十一月NovDecember 十二月DecMonday星期一MonTuesday 星期二TueWednesday星期三WedThursday星期四ThuFriday星期五FriSaturday 星期六SatSunday星期日Sun1.Sorry, my English is poor, I will ask somebody to help you 。
酒店前台日常英语口语培训
酒店前台日常英语口语培训时间:2个小时地点:酒店大堂人员:前厅部全体员工目的:全面掌握前台日常英语口语，提高服务水平，整体提升服务质量。
第一章预订Key Sentences例句1. Good morning/evening. Reservation. May I help you?早上好/晚上好，这里是...酒店客房预订部，请问需要什么帮忙吗,2. What can I do for you? 我能为您帮什么忙吗,3. Hold on line, please. Could you please hold on? 请稍等(电话中) 请稍等，好吗,4. Could you wait a minute, please? 请稍等，好吗,5. Are you with a company? 您是公司预订吗,6. May I know you departure date? 请问您的离店日期是哪天,7. How long will you stay with us? 请问您住几天,8. How many people are there in your party? 您们一共几个人,9. That will be four nights. 四个晚上。
10. May I know the arrival date, please? 请问哪天入住,11. Is it just for tonight? 请问只住今天一晚吗,12. When do you check in? 请问您什么时候入住,13. Would you like a single room or a double room? 请问你想订单人间还是双人间,14. What kind of room would you like/prefer? 请问您喜欢什么样的房间,15. Would you please tell me your full name, please? 请问您的全名是,16. And your address, please? 请问您的地址,17. May I know you telephone number, Mr Smith? 史密斯先生，请问您的电话号码是,May I know your company name and how would you like to settle your payment?请问您的公司全称及付款方式,How would you like to guarantee your reservation?请问您的担保方式是, May I take your credit card number or Guarantee letter for the guarantee?请提供您的信用卡号码或担保信给我做为担保。
酒店前台英文培训计划
酒店前台英文培训计划Introduction:The front desk of a hotel is often the first point of contact for guests, and it is essential for front desk staff to have strong English communication skills in order to provide excellent service and ensure guest satisfaction. This training plan is designed to improve the English language proficiency of front desk staff members through a series of interactive and practical activities, as well as theoretical knowledge sessions.Goals:- To improve the English communication skills of front desk staff- To enhance the ability of front desk staff to handle guest inquiries and requests in English - To build confidence in using English in a professional setting- To provide practical language skills for handling common front desk scenarios- To improve overall guest satisfaction and experienceTraining Content:1. English Language Fundamentals:- Basic English grammar and sentence structure- Common English vocabulary and phrases used in a hotel front desk setting- Intensive listening and speaking exercises- Role-playing activities for practical application of language skills2. Handling Guest Inquiries:- Effective communication strategies for understanding and responding to guest inquiries - Dealing with difficult or demanding guests in English- Active listening techniques to ensure clear understanding of guest requests- Effective problem-solving in English3. Telephone Skills:- Proper telephone etiquette in English- Taking and delivering messages accurately in English- Handling guest complaints and requests over the phone in English- Making reservations and handling cancellations in English4. Check-in and Check-out Procedures:- The English vocabulary and phrases for check-in and check-out procedures- Understanding and explaining hotel policies and services in English- Effective use of guest information systems in English- Handling payment and billing inquiries in English5. Concierge Services:- Providing recommendations and assistance to guests in English- Arranging transportation and making reservations for guests in English- Assisting with luggage and other guest services in English- Communicating with other hotel departments in English for guest requests6. Cross-cultural Communication:- Understanding and respecting cultural differences in communication- Adapting communication style to meet the needs of guests from different cultural backgrounds- Building rapport and establishing trust with guests from diverse cultural backgrounds - Overcoming language barriers and misunderstandings through effective communication Training Methods:- Interactive language workshops facilitated by experienced language trainers- Role-playing activities to simulate real-life front desk scenarios- Group discussions and presentations on specific language topics- Simulated phone conversations with feedback and coaching- Language lab sessions for intensive listening and speaking practice- Guest speaker sessions on cross-cultural communication and building rapport with guests Training Schedule:Week 1:- Introduction to English language fundamentals- Basic vocabulary and phrases for hotel front desk- Role-playing activities for check-in and check-out proceduresWeek 2:- Handling guest inquiries and requests in English- Telephone skills training- Intensive speaking and listening exercisesWeek 3:- Check-in and check-out role-playing scenarios- Concierge services vocabulary and phrases- Cross-cultural communication and understanding cultural differencesWeek 4:- Practical application of language skills in front desk scenarios- Simulated phone conversations and feedback sessions- Language lab sessions for intensive listening and speaking practiceWeek 5:- Guest speaker session on cultural communication- Group discussions on cross-cultural communication- Role-playing activities for concierge servicesWeek 6:- Final assessment and evaluation of language skills- Review and feedback session- Certificate presentation for successful completion of English training program Conclusion:Improving the English language proficiency of front desk staff is crucial for delivering exceptional guest service and ensuring guest satisfaction. This training plan provides a comprehensive and practical approach to enhancing language skills, as well as buildingconfidence and effectiveness in using English in a hotel front desk setting. Through a combination of theoretical knowledge, interactive activities, and practical application, front desk staff members will gain the necessary skills and confidence to communicate effectively with guests and handle a wide range of front desk scenarios in English.。
欢迎加入酒店英文培训班
初级 部分
欢迎光临我们酒店！
Welcome to our hotel! 祝您旅途愉快！
I hope you have a nice trip! 电梯 lift, elevator 楼层 floor 请稍等！ Wait a minute, please! 经理 manager 主管 supervisor 总经理 GM (general manager)
初级 部分
司机： driver 采购员：purchaser 厨师： chef/cook 清洁工：cleaner 酒吧调酒员：bartender 救生员：lifeguard 美容师：beautician 美发师：hairdresser 绿化员：gardener 营销代表：sales representative
Байду номын сангаасfax
初级 部分
第二章酒店及各营业点名称
用餐各场所
西餐厅：兰餐厅 Orchid Western Restaurant
中餐厅:蝶餐厅 Butterfly Chinese Restaurant
盘王小厨： Lord Pan's Kitchen
初级 部分
住宿 酒店客房 hotel guest room 康体场所 康体中心 fitness center 棋牌室 chess and card room 兵乓球 table tennis 英式桌球 snooker 健身房 gym 瑜伽室 yoga room
G: Sure. 好的。
R: We require a deposit of US＄200. Shall I take a print of your credit card? 我们需要200美元作为定金。我能划 印您的信用卡吗？
酒店前台英语培训课件
订房入住当天的保留时间
对宾客预定变更、取消变更的协议
Reservations, Aggreements and Cancellations
LOGO
Reservation 预定
• 2、客房基本种类
单人间 Single Room 标准间 Standard Room 双人间 Twin Room 大床房 King-size room Queen Room Double Room 三人间 Triple Room 无烟房 No Smoking Room
LOGO
情景对话
M：Mary 玛丽 G：Guest 旅客
M: Good morning. Dongming International Hotel. May I help you? (您好，东明国际大酒店，有什么 可以为您效劳？) G: Yes, I'd like to reserve a room from the evening of March 3rd to the morning of 6th.（我想预定 房间，从3月3号晚上到6号早上。） M: So that's 3nights. And which kind of room would you prefer? （那就是3天，请问您想订哪种房 间？） G: A twin,please.（请给我一个双床间。） M: Could you hold the line,please?……Thank you for waiting, Sir. We have a twin at 239RMB per night. Is that alright?（请别挂断好吗？……让您久等了先生。我们有空余的双床间，价格是每晚239 元，这个可以吗?） G: That's OK.（可以） M: May I have your name and phone number?（可以告诉我您的姓名和电话吗？） G: Sure.My name is King W. Smith, at 3427-6798.（没问题。我叫金.W.史密斯，电话是3427-6798） M: 3427-6798, thank you. I'd like to confirm your reservation: a twin for Mr.King W.Smith, from March 3rd evening to 6th morning,3 nights. Is that right?（3427-6798，谢谢。我想确认一下您的 预定：金.W.史密斯，一个双床间，从3月3号晚上到6号早上，一共3天，对吗？） G: Yes.（对） M: We look forward to serving you then. Goodbye, Mr. Smith.（那么我们恭候您的光临，再见，史 密斯先生。）
宾馆前台英语培训计划
宾馆前台英语培训计划1. IntroductionThe front desk team plays a crucial role in the hospitality industry as they are the first point of contact for guests. Efficient and effective communication skills are essential for front desk staff to provide excellent customer service and create a positive experience for guests. This training plan aims to enhance the English language skills of front desk staff to improve communication and customer interaction.2. Training Objectives- Improve staff's English language proficiency- Enhance communication skills, including speaking, listening, and writing- Understand and use hotel-specific terminology and phrases- Develop cultural awareness and sensitivity when interacting with international guests- Provide effective solutions to common guest inquiries and complaints- Create a positive and professional image of the hotel through exemplary customer service 3. Training Content3.1 English Language Proficiency- Basic grammar and sentence structure- Vocabulary building and word usage- Common phrases and expressions used in hospitality3.2 Communication Skills- Verbal communication techniques- Active listening and empathy- Telephone etiquette and handling guest inquiries- Email writing and response3.3 Hotel-Specific Terminology- Terms related to room types, facilities, and services- Check-in and check-out procedures- Handling reservations and room allocations3.4 Cultural Awareness- Recognizing cultural differences and customs- Adapting communication styles for international guests- Understanding and respecting diverse cultural norms3.5 Customer Service- Dealing with guest complaints and resolving issues- Providing personalized service and anticipating guest needs- Creating a welcoming and positive atmosphere at the front desk4. Training Methods4.1 Classroom training- Interactive lessons focusing on grammar, vocabulary, and hotel-specific terminology- Role-playing exercises to simulate guest interactions and common scenarios- Group discussions and presentations to practice communication skills- Vocabulary games and quizzes to reinforce learning4.2 On-the-job training- Shadowing experienced front desk staff to observe real-life interactions- Handling guest inquiries and check-in/out procedures under supervision- Receiving feedback and guidance from trainers and supervisors- Practicing language skills in daily guest interactions4.3 E-learning- Online language proficiency courses and tutorials- Interactive modules on customer service and cultural awareness- Virtual simulations of guest interactions and case studies5. Training ScheduleThe training program will be conducted over a period of 3 months to ensure comprehensive learning and skill development. The schedule will include a combination of classroom training, on-the-job coaching, and e-learning modules.Month 1:- Basic English language and grammar- Vocabulary building and hotel-specific terminology- Introduction to customer service and communication skillsMonth 2:- Advanced communication skills and active listening techniques- Cultural awareness and sensitivity training- Handling guest inquiries and complaintsMonth 3:- Role-playing exercises and simulations- Final assessments and evaluations- Continuous on-the-job coaching and language practice6. Evaluation and FeedbackRegular assessments and evaluations will be conducted to monitor the progress of front desk staff throughout the training program. Feedback from trainers, supervisors, and guest interactions will be used to identify strengths and areas for improvement. This will enable personalized coaching and support to ensure that each staff member achieves the desired level of language proficiency and customer service skills.7. Resources and Support- Language learning materials and resources- Online courses and e-learning platforms- Coaching and mentoring from experienced staff and trainers- Regular feedback and performance evaluations8. ConclusionThe front desk English training plan aims to equip the front desk staff with the essential language skills and communication techniques required to provide exceptional customer service. By improving their English proficiency and cultural awareness, staff will be better equipped to handle guest interactions, resolve issues, and create a positive experience for all guests. This training program will contribute to the overall success and image of the hotel, leading to higher guest satisfaction and loyalty.。
酒店前台接待英语培训资料
酒店前台接待英语培训资料1. 前言酒店前台接待是酒店服务中至关重要的一环。
为了提高前台接待人员的英语水平，本资料将着重介绍酒店前台接待所需的英语表达和沟通技巧，以便为客人提供更好的服务体验。
2. 基本词汇与句型在酒店前台接待工作中，以下基本词汇和句型是必不可少的。
基本词汇•Check-in: 办理入住手续•Check-out: 办理退房手续•Reservation: 预订•Room key/card: 房卡•Guest: 客人•Receptionist: 前台接待员•Welcome: 欢迎•How may I assist you?: 我能帮您什么？•Do you have a reservation?: 您有预订吗？•May I have your name, please?: 请问您的姓名？•Would you like a smoking or non-smoking room?: 您需要吸烟房还是非吸烟房？•How many nights will you be staying?: 您会住几个晚上？•Is there anything else I can help you with?: 还有什么我可以帮您的吗？常用句型•Good morning/afternoon/evening. How may I assist you?: 早上/下午/晚上好。
我能帮您什么？•Welcome to our hotel. Do you have a reservation?: 欢迎来到我们酒店。
您预订了房间吗？•May I have your name, please?: 请问您的姓名？•Here is your room key/card. Your room number is XXX.: 这是您的房卡。
您的房间号码是XXX。
•How many nights will you be staying?: 您会住几个晚上？•If you need any assistance, please feel free to ask.: 如果您需要任何帮助，请随时告诉我们。
酒店前台接待英文培训
Dialogue AA：Good morning, sir.Welcome toGuizhou Hotel.Can I help you?早上好，先生，欢迎来到贵州大酒店，请问有什么可以为您效劳？B：Good morning ! I have a reservation for a single room with a balcony.早上好，我订了一间有阳台的单人房。
A：May I have your name, sir, please?请问先生用什么名字预订？B：My friend help me the book，She used the name of zhang pengA：Just a moment , sir. Let me check the reservation for you. Yes, we have a reservation for a single room with a balcony of book by mr zhang , May I have you identity card?请稍等先生，让我为您查找。
您好先生，已找到您的预订是一间有阳台的单人房，请问可以借您的身份证吗？B：Yes.Here you are.当然。
A：Thank you.Mr Zhao.Please sign here and write down your address.谢谢，MR Zhao，请在这填一下您的住址及签上您的签名。
B：Yes.好的。
A：Mr Zhao , how long would you like stay here?Mr Zhao,请问您打算住多久？B：Just one night.只是一个晚上。
A：Thank you. How would you like to pay the deposit? In cash or credit card?谢谢！请问押金是给现金或是刷卡呢?B：Credit card.信用卡。
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
C/IDialogue AA：Good morning, sir.Welcome to Dragonlake Princess Hotel.Can I help you?早上好，先生，欢迎来到九龙湖公主酒店，请问有什么可以为您效劳？B：Good morning ! I have a reservation for a single room with a balcony.早上好，我订了一间有阳台的单人房。
A：May I have your name, sir, please?请问先生用什么名字预订？B：Bradley , John Bradley.Bradley , John Bradley.A：Just a moment , sir. Let me check the reservation for you. Yes, we have a reservation for a single room with a balcony, May I have you passport?请稍等先生，让我为您查找。
您好先生，已找到您的预订是一间有阳台的单人房，请问可以借您的护照吗？B：Yes.Here you are.当然。
A：Thank you.Mr Bradley .Please sign here and write down your address.谢谢，MR Bradley，请在这填一下您的住址及签上您的签名。
B：Yes.好的。
A：Mr Bradlry,how long would you like stay here?Mr Bradlry,请问您打算住多久？B：Just one night.只是一个晚上。
A：Thank you. How would you like to pay the deposit? In cash or credit card?谢谢！请问押金是给现金或是刷卡呢?B：Credit card.信用卡。
A：May I have your credit card .And I will take RMB 1500 for the deposit.It’s that ok?可以借用您的卡吗？您好先生，请问可以从您的卡上刷RMB1500元作为住房押金吗？B：Yes.A：Thank you your credit card. Sir.Please sign for the deposit.谢谢先生的信用卡，请在卡纸上签名确认。
B：Yes.好的。
A：Mr Bradley ,Your room number is 6302. It is on the 3rd floor at 6 BLOCK. The daily rate is RMB563 including one breakfast. The breakfast is in Mine cafe on 6th BLOCK. And the breakfast time is 07：00am to 10：00am, you just take the welcome card to have breakfast. This is your room key and I’ll call bell-boy take you to your room.Mr Bradley，您的房间在6号楼的3楼6302房，每天的房租是RMB563元包含一位早餐，早餐的地点是在6号楼的美茵阁西餐厅，时间是早上七点到十点。
明天你只需凭欢迎卡便可以用餐。
只是您的房卡，现在行李生会带您到房间。
B：Thank you .谢谢。
A：I hope you enjoy your stay with us./Enjoy your staying.希望您住店愉快！C/OA：Good morning ,sir. Can I help you ?/ What can I do for you?早上好，先生，请问有什么可以为您效劳？B：I would like to check out.我想退房。
A：May I have your room NO. sir?先生请问房号是？B：RM6301.6301A：Please wait for moment, I will call housekeeping to check your room . By the way, anything used for the min-bar?服务员正在为您查房，请稍等！请问先生有用过房间的酒水吗？B：One coke and one nuts.一个可乐和腰果。
A：Thank you sir.This is your bill , total is RMB1000.Please check it and sign your signature.How would you like to settle your payment?谢谢！您好先生这是您的账单，共消费RMB1000，请检查无误后签名确认。
请问怎样付费呢？B：By credit card.信用卡。
A：May I have your credit card sie?请问可以借您的信用卡吗？B：Sure. Here you are .当然。
A：Thank you sir. Please sign your signature on card from. Do you need inoice for the bill?谢谢！请在卡纸上签名。
请问先生需要发票吗？B：No, thanks.不用，谢谢！A：Thank you for your credit card sir. This is your bill and card receipt.谢谢您的信用卡，这是您的账单及卡纸。
B：Thank you.Bye!谢谢，再见！A：Good bye sir. And hope to see you again.先生慢走，欢迎再次光临！叫醒服务G：Good evening！This is Mr Baldwin in room 6303.晚上好！我是RM6303的Mr Baldwin.R：Good evening, Mr Baldwin, What can I do for you ?晚上好，Mr Baldwin,有什么可以为您效劳？G：I’m going to tianhe early tomorrow morning. So I would like to request an early morning call.明天早上我要去天河，所以我需要叫醒服务。
R：Yes, Mr Baldwin, at what time would you like us to call you tomorrow morning?好的，请问您需要几点叫醒？G：Well, I’m not really sure. But I have to be at the conference room of the Garden Hotel in Tianhe by 10 o’clock. You wouldn’t know how long it takes to drive to Tianhe from the hotel, would you ?我还不太确定，明天我10点在天河的花园酒店有会议，请问您知道从您的酒店到天河需要多久吗？R: I would give it one hour.大概一个小时。
G: That means that I’ll have to be on the road by 9 o’clock at the latest.那意思是我九点就要在路上。
R: That’s right.是的。
G: Well, in that case, l would like you to call me at 6:45 ?那好，如果这样，请帮我下06：45的叫醒时间。
R: OK. So we will wake you up at 6:45 tomorrow morning ,Anything else in can do for you ?好的，明天06：45的叫醒服务，请问还有什么可以帮您的吗？G: No , thanks .没有了，谢谢。
R: Good night, Mr Baldwin have a good sleep.晚安MR BALDWIN .G: Good night.Sentence part21、Welcome to Dragon lake Princess Hotel.欢迎来到九龙湖公主酒店。
2、I beg you pardon?/ pardon me ?请重复3、I am sorry I can’t catch you , could you please speak slowly?抱歉，我不明白你的意思，请问可以说慢点吗？4、Wish you have a nice day with us.希望你能有愉快的一天5、Thank you for your calling.感谢您的来电。
6、I am sorry to have kept you waiting.抱歉让您就等了。
7、How can I get to the 9th block?请问9号楼怎么走？*Please go this road straight and you can find the 9th block on your right hand.沿着这条路一直走，就会发现9号楼在您大的右手边8、Would you please tell me which room does Mr.Smith stay in?请问可以告诉MR SMITH 的房号吗？9、Could you please leave your mobile NO.to us?请问可以留下您的手机号码吗？10、May I have your name please?请问可以告诉我您的名字吗？11、Turn left first , and then go ahead.左转然后直走。
12、How can I make a room to room call?请问怎样在房间拨打其他房间号？*please dial 3first and the room number.请在房号前加313、What is the opening time Western Restaurant?西餐厅的营业时间？*The service time of western restaurant is from 06:00am to 02:00am.从早上六点到凌晨两点14、Please hold on and I will transfer or call back later?请稍后，我为您转接中。