最新喜来登大酒店内部英语培训资料
酒店客房部-客房部英语培训资料
客房部英语培训资料※Making up the room（清洁房间）RA: Housekeeping, may I come in? 我是服务员，可以进来吗？G: Sorry, I’m busy right now. Can you come later? 抱歉，我现在正忙。
你能等会儿来吗？RA: Certainly. What time would be convenient for you? 好的，那何时方便呢？G: About 10:30 in the morning. 上午10:30 左右。
RA: I will come over after 10:30。
好的，那我10:30 后再来。
RA: Housekeeping, may I come in and make up your room now?我是服务员，可以进来清洁房间吗？G: Could you wait a few minutes please? 请等会儿好吗？RA: Certainly. Madam. When would you like me to come over? 好的夫人。
何时您方便我过来呢？G: In 15 minutes. 再过15分钟吧。
RA: I’ll be back in 15 minutes. Can I take your laundry now or later? 15分钟后我再来。
现在能收洗衣吗，或是等会儿。
G: Oh thank you. You can take it now. 哦,谢谢，现在可以收。
H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?先生/女士，早上好。
房务中心。
请问现在可以打扫您的房间吗？G: No, not now. Thanks. 现在不要。
谢谢。
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。
五星级酒店常用英语-内部培训资料
英语培训一、基本礼貌接待英语1、称呼语：先生sir 夫人(女士)madam / ma’am 小姐miss女士们先生们Ladies and gentlemen2、欢迎光临我们酒店！Welcome to our hotel.3、祝您在我们酒店过得愉快。
Please enjoy your stay in our hotel.Have a nice stay。
/ Enjoy your stay with us.4、愿您如同在家一样舒适.Wish you feel at home.5、早上好/下午好/晚上好.Good morning。
/ Good afternoon。
/ Good evening。
6、很高兴（再次）见到您。
Glad to meet you (again）。
/ Nice to see you （again).It’s good to see you （again)7、您来这儿我们很高兴.Glad to have you here.8、祝您玩得愉快。
Please have a good time。
/ Please enjoy yourself。
9、祝您生日快乐.Happy birthday to you!10、圣诞节快乐！Merry Christmas！11、新年快乐！Happy New Year!12、新春快乐！Happy Spring Festival!13、祝贺！Congratulations!14、致以良好的祝愿！Best wishes / regards to you。
15、请这边走。
This way，please.16、您先请。
After you, please。
/ Please you first。
17、请便。
/用吧。
Go a head，please。
18、请跟我来。
Follow me，please. / Come with me，please.19、您慢走。
/请留心走。
Please watch your step.20、请在这儿休息。
酒店英文培训课件内容范文
酒店英文培训课件内容范文Slide 1:Welcome to our Hotel English Training Session!Slide 2:Introduction to Hotel English- The importance of Hotel English- Key skills and vocabulary for hotel staff- The objectives of this training sessionSlide 3:Greeting and Welcoming Guests- Standard greetings for different times of the day- Common phrases for welcoming guests- Examples of polite and friendly interactions with guests Slide 4:Check-In Process- Asking for identification and reservation details- Explaining hotel amenities and services- Providing assistance with luggage and room access Slide 5:Handling Guest Requests- Understanding guest needs and preferences- Active listening and effective communication- Offering appropriate solutions and alternativesSlide 6:Room Service and Housekeeping- Taking orders and delivering food to rooms- Housekeeping procedures and standards- Dealing with guest complaints related to cleanliness Slide 7:Problem-solving and Complaint Handling- Understanding guest complaints and concerns- Remaining calm and empathetic- Resolving issues promptly and professionallySlide 8:Check-Out Process- Arranging payment and issuing invoices- Collecting feedback from guests- Expressing gratitude and inviting guests to return Slide 9:Telephone Etiquette- Proper phone greetings and introductions- Transferring calls and taking messages- Engaging in effective telephonic conversations Slide 10:Front Desk Operations- Managing reservations and cancellations- Assisting with travel arrangements and transportation - Handling special requests and VIP guestsSlide 11:Language Tools and Vocabulary- Common phrases and expressions used in the hotel industry- Developing language skills for effective communication- Useful resources for ongoing learning and improvementSlide 12:Conclusion- Recap of key points covered in the training session- Importance of continuous development and practice- Thank you for participating in this training session!Note: The above are just suggestions for the content of a hotel English training presentation. You may modify and adjust the content to better suit your specific needs and requirements.Slide 13: Cross-cultural Communication- Understanding cultural differences and preferences- Adapting language and behavior to different cultures- Respecting and appreciating diversity in the hospitality industry Slide 14:Emergency Situations- Handling emergencies and crisis situations- Communicating calmly and clearly during emergencies- Knowing emergency procedures and protocolsSlide 15:Upselling and Promoting Hotel Services- Identifying opportunities for upselling- Recommending additional services and amenities- Providing persuasive and informative sales pitchesSlide 16:Guest Feedback and Online Reviews- Importance of guest feedback for improvement- Responding to guest reviews professionally- Monitoring online reputation and public perceptionSlide 17:Teamwork and Collaboration- Working cooperatively with fellow staff members- Effective communication within a team- Resolving conflicts and promoting a positive work environment Slide 18:Cultural Etiquette and Sensitivity- Understanding cultural norms and etiquette- Respecting and valuing diversity- Avoiding cultural misunderstandings and stereotypesSlide 19:Continuing Professional Development- Importance of ongoing training and development- Resources for further education and learning- Encouraging a culture of continuous improvementSlide 20:Conclusion- Recap of key points covered in the training session- Acknowledging the importance of Hotel English skills- Thank you for your participation and dedication to improving your language skills in the hospitality industry.。
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。
酒店客房英语培训课件
M：Mary 玛丽
G：Guest 旅客
M: （Knocking the door）Housekeeping.May I come in? 我是客房服务员，可以进来吗？ G:Come in, please. 请进！ M:Good evening, ma'am. May I do your room now? 晚上好，女士，我现在可以清理您的房间吗？ G:Sure.(Finish cleaning the room) 当然啦。 M:I' m done. Anything else,ma'am? 我做完了，还有什么事吗，女士？ G:No, thanks. 没有了，谢谢！
LOGO
句型精选
1、招呼和带领客人
A.Welcome to Dongming International Hotel! 欢迎您来东明国际大酒店！ A.May I see your room card? 我能看看您的住房卡吗？ A.Your room number, please? 请问您的房间号码是多少？ A.Follow me, please. 请跟我来！ A.Please watch your step. 请您小心走好！ A.Please take the lift on your left. 请您搭乘左边的电梯。
背景常识须知
I'm sorry to hear that.很抱歉听到这样的事。
I'll ask the engineer to check it. 我叫工程人员来检查。 It takes time to repair.修理需要时间。 Can you change a room for me?可以给我换个房间吗？ Would Room 3102 be alright?3102房间好吗？ Could you change a room,sir?先生，您换个房间好吗？ We are really sorry for this.我们实在是非常抱歉。
Sheraton(喜来登)酒店一对一培训技巧
Slide# 2
Definition of Structured Training 系统培训的定义
A planned and systematic effort to modify or develop
knowledge or skill as a result of the teaching of practical skills and knowledge that relate to specific useful competencies for a given job.
Examples 范例
• Taking a reservation • Taking a food order • Setting a table for four • Checking in a guest • Making a bed • Presenting a bill to guest • Performing first aid
ETS Module I: Conducting One-on-One Training
Slide# 11
有效的培训技巧课程概览
Module 1: Conducting one-on-one training 第一单元: 开展一对一的培训
Module 2: Conducting group training 第二单元: 开展一对多人培训
ETS Module I: Conducting One-on-One Training
Effective Training Skills Module 1
有效的培训技巧 第一单元
Conducting One-on-One Training 开展一对一的培训
ETS Module I: Conducting One-on-One Training
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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喜来登大酒店内部英语培训资料Chapter 1. Courtesy EnglishUnit 1: GREETING & FAREWELLSVOCABULARYPHRASES ON THE JOBGood morning Good afternoon Good eveningWelcome back Hi早上好下午好晚上好欢迎回来嗨How do you do? How are you? HelloFine, thank you, and you?你好你好你好吗, 很好，谢谢，你呢,Fine, thanks, and you? Good-bye Good nightGood-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 dayHope 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 i s .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 satisfaction Guest: 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 timeI’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest whowillbe 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。
很高兴见到您。
很高兴见到您。
I’m Mary Copper I’m pleased to meet youI’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 Smith Staff : 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 hotelHow do you do? Very nice to meet you. Guest:Staff : Hope you’ll enjoy you stay here.I think I will Guest:Staff : 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 loo k 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: APOLOGIESVOCABULARYPHRASES 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 rightPlease accept our apology.我很抱歉。
没关系。
请接受我们的歉意。
Would you please wait a moment? Wouldyou mind waiting a second?请稍等好吗, 请稍等好吗,I didn’t mean for that to happen. I assureyou it won’t happen aga in.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 laterStaff : 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 knowhow to to them because he dosen’t German. Mr. Miller to himself. “ I wish I could some Chinese.”UNIT 4: OFFERING HELPVOCABULARYPHRASES ON THE JOBAnything I can do for you? If there’s anything Ican 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。
Can I help you? If I can be of assistance. Please do not hesitate.我能帮忙吗, 如果要我帮忙，别犹豫，尽管讲。
Do you need any help? I’d be very glad to helpyou.要帮忙吗, 很高兴认识你。
Can I give you a hand? If you wouldn’t mind. 要帮忙吗, 如果你不介意。
If you don’t mind. If it’s no trouble如果你不介意。
如果不麻烦的话。
please take your time There’s no h urry不着急。
不着急。
Going down. Going up?上楼吗, 下楼。