酒店前台日常英语口语培训
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.。
酒店饭店英语口语大全 前台服务
酒店饭店英语口语大全前台服务Part 1 Counter Services 前台服务Unit 1 预订房间Room Reservation经典句型：What kind of room would you like?您要预订什么类型的房间？How long do you plan to stay? / How many nights?您打算住多久？/ 您住几个晚上？I’m sorry we are fully booked for 22nd.很抱歉，22号那一天的客房都已经订出去了。
A single room is $ 70 per night, with 15% service charge.单人间每晚70美金，另加15%的服务费。
模仿对话：A: Good morning. Can I help you?B: I’d like to book a room in your hotel.A: What kind of room would you like?B: I’d like to book a single room for August 18th.A: Please hold on. I’ll check our reservations. (After a while) I’m afraid we have no single room vacant on that day. What about a double room instead.B: That’s fine. Thanks you.---------------------------------------------------------精品文档---------------------------------------------------------------------实战应用：Clerk: Good morning. May I help you?Jack: Yes. I'd like to reserve a room for three days, please.Clerk: For which date?Jack: For September 15th to 18th.Clerk: Which kind of room would you like, a double or a single?Jack: A single, please.Clerk: May I have your name and phone number?Jack: Jack Brown, and the number is 3626833.Clerk: What time do you expect to arrive, Mr. Brown?Jack: Oh, about 6:30 p.m., I suppose.Clerk: Well, I’d like to confirm your reservation. A single room for Mr. Brown at 480 yuan per night for three nights from September 15th to September 18th.Jack: Right.Clerk: Thank you, Mr. Brown.---------------------------------------------------------精品文档---------------------------------------------------------------------。
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。
酒店前台英语培训课件
恐怕我不能这样做，这对我们酒店的规定的。 • . There is an extra service charge of 15% for room service.
有15％的额外服务，房间服务费 • I’ll ask our manager to come and take care of your request 。 • 我马上通知我们的经理来解决您的要求。
R: Certainly,sir. May I have your name, please? 总台：好的，先生，请问您的姓名 G: I’m Tom Cruise .
老外：汤姆克鲁斯。 R: Do you have a reservation with us, Mr. Cruise? 总台：您有预订么？克鲁斯先生。 G: Yes, from tonight. 老外： 是的，今天晚上的。 R:Just a moment, please. I’ll check our reservation record. (After a
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酒店前台英语培训
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常用语句
酒店前台英语培训
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Check-in Phrase [freiz]
登记语句
• May I see your identification?能出示一下您的身份证么？ • How would you like to make payment?您打算怎么预付呢？ • In cash./ By credit card.现金还是信用卡？ • Have an enjoyable stay.愿您居住愉快！ • Here are your room keys .这是您的房卡. • If I can be of any help, please just let me know.如果有什么
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。
酒店基础英语培训
酒店基础英语培训1. 引言在当今全球化的时代，酒店已成为人们出行的重要组成部分。
为了提供更优质的服务，酒店员工需要具备良好的英语沟通能力。
本文将为酒店员工提供一个基础英语培训，帮助他们更好地应对工作中的各种情境。
2. 培训内容2.1 酒店接待在酒店接待环节中，员工需要和客人进行简单的交流和沟通。
下面是一些常用的英语句子示例：•您好，欢迎光临本酒店。
- Hello, welcome to our hotel.•您需要办理入住手续吗？- Do you need to check-in?•我们将安排您一间标准客房。
- We will arrange a standard room for you.•请填写这张登记表。
- Please fill out this registration form.•早餐时间是从7点到10点。
- Breakfast is served from 7am to 10am.2.2 餐饮服务酒店的餐饮服务是吸引客人的一项重要服务。
以下是一些常用的英语句子示例：•您想在哪里用餐？- Where would you like to dine?•请跟我来，这是我们的餐厅。
- Please follow me, this is our restaurant.•您想尝试我们的特色菜吗？- Would you like to try our specialty dish?•我们还提供素食选项。
- We also have vegetarian options.•谢谢您的用餐，祝您度过愉快的一天。
- Thank you for dining with us, have a pleasant day.2.3 服务投诉处理在工作中，员工可能会遇到客人的投诉。
以下是一些处理投诉的英语句子示例：•对不起，我了解您的不满意。
- I’m sorry to hear that you are unhappy.•我会立即跟进这个问题。
酒店前台接待英语培训
酒店前台接待英语培训一、前言在酒店行业中，前台接待员是与客人沟通最为频繁的岗位之一。
为了提高其与国际客人的沟通能力，酒店往往会组织前台接待英语培训。
本文旨在介绍酒店前台接待英语培训的重要性，以及如何制定一个有效的培训计划。
二、培训内容1.词汇和短语学习在前台接待工作中，高效的词汇和短语运用是非常重要的。
培训课程应包含常用的酒店相关词汇和短语，如预订，入住，退房等。
同时，也要教授一些常见的客人需求，如订餐、叫出租车等。
2.语法和句型训练培训过程中，需要注重语法和句型的训练。
前台接待员应掌握正确的语法结构，以便清晰地表达自己，避免产生误解。
另外，培训课程还可以针对不同场景设计相关的句型练习，如迎接客人、解答问题等。
3.听力和口语训练为了提高前台接待员的听力和口语能力，培训应着重训练这两方面的能力。
可以通过听取酒店英语对话、模拟对客人提问和解答等练习来帮助员工更好地应对实际工作中的情况。
4.文化差异与国际礼仪进一步了解不同国家和地区的文化差异是非常重要的。
培训中应包含有关国际礼仪的知识，教授前台接待员如何与来自不同文化背景的客人进行交流，以避免产生不必要的误会或冲突。
三、培训方法1.理论结合实践培训过程中，理论内容和实践应该相辅相成。
在学习了相关知识后，培训方案可以安排员工参观其他酒店，与其他酒店员工进行交流，以便更好地实践所学知识。
2.角色扮演角色扮演是一种非常有效的培训方法，可以帮助员工模拟实际工作中的情景。
在培训中，可以模拟不同的客人需求和情况，要求员工进行应对和解答。
这样可以帮助员工更好地熟悉各种场景，并提供即时的反馈和指导。
3.小组讨论和合作学习小组讨论和合作学习是鼓励员工相互交流和分享经验的好方法。
可以组织小组讨论，让员工分享自己的困惑和经验，并共同寻找解决方案。
这样不仅可以提高员工的学习效果，还可以促进团队合作和沟通。
四、培训评估1.课后测试培训结束后，可进行课后测试以评估培训效果。
测试内容可以包括词汇、语法、听力和口语等方面的内容。
酒店前台部英语培训
前台部英语培训（一）自我介绍/ Self introduction姓名/Name 年龄/Age 性别/Gender 身高/Stature 名族/Nation语言/Language 婚姻/Marriage 兴趣爱好/Hobby 特长/One’s Strong Suit教育/Education 工作经验/Work Experience 工作成绩/Work Achievement职位/Position 工作年限/Work Duration 面试/Interview（二）酒店设施设备客房/Guest Room:普通房/Standard Room 豪华房/Deluxe Room 套房/Suite Room行政套房/Executive suite 总统套房/Presidential Suite 公寓/Apartment Room复式套房/Compound Room 单人房/Single Room 双人房/Twin Room 三人房/Triple Room餐饮/Food & Beverage:中餐厅/Chinese Restaurant (The Garden Restaurant) 会议室/Conference Room宴会室/Banquet Room 西餐厅/Western Restaurant (The Mien Café) 酒吧/Bar (The Long Bar)康体娱乐设施/Heath & Entertainment Facilities: 羽毛球/Badminton Court 篮球馆/Basketball Court 网球馆/Tennis Court沐足馆/Massage Room 麻将室/Mah-jiong Room 桌球/Snooker 泳池/Swimming pool (Out Door)（三）对话练习Dialogue AG: This is John speaking from room 6311, I want somebody to help me take my luggage.S: Certainly! Mr.John! Can I ask how many pieces of luggage do you have?G: Five.S: OK, The bellboy will come to take them right now!G: By the way! Can you prepare my bill now? I’m in hurry to catch the flight/ go to the airport.S: No problem!Dialogue BG: Can you wake up me tomorrow?S: Y es sir! May I know your room number?G: 6311.S: May I know what time would you like to wake up?G: A quarter to 7 o’clock/ six forty five.S: OK. We will call you on time. Good night!G: Thank you! By the way, where is the breakfast?S: It’s in the western restaurant. And it’s from 7-10 o’clock.G: Where is it?S: It’s on the first floor of 6th block.G: I see. Thank you! Good night!Dialogue CG: It’s something wrong with my air-condition in the room./ My toilet is not work.S: I’m sorry sir. May I know your room number?G: 6311.S: Don’t worry sir! The engineer will come to check & fix it as soon immediately!S: Good evening! Sir.The calling from reception. We are so sorry to inform you that the air-condition could not ready tonight! There was a terrible problem of if, we should contact to professional people to fix it tomorrow. Can we help you to change another room?G: OK! Which room?S: The new room is 6310. Please pack your luggage and waiting in your room. The bellboy will come & help you change the room.G: OK!Dialogue DG: Do you have laundry service?S: Y es! There are laundry list & laundry bags in the room. Please fill in it & pack you clothes. Then just leave its on the bed. The housekeeping will take its in the morning.G: When can I take its back?S: If deliver before 10 o’clock in the morning. Its can sent back at 7 o’clock in the evening.G: Do you have express service?S: Y es! We have. Express service can take it back after six hours from delivering. But it should be sent before 5 o’clock.G: I see. Thank you very much! Y our English is very good.S: Thank you! It’s my pleasure to help you! We hope you will enjoy you stay with us!Dialogue EG: Do you have room service?S: Y es! There is a menu in the drawer. And the room service phone number was marked on the telephone. It’s open until 2 o’clock in the early morning.G: Thanks. Can I ask massage service in room?S: Sorry! Sir.We don’t have massage service in the room. Y ou’d better to go to the massage centre. It’s on the 5th block. Business time is 10 o’clock in the morning to 12 o’clock at night.G: Thank you!Dialogue FG: I want to play golf tomorrow morning. Can I book your golf car at 7 o’clock.S: No problem! How many people are there in your party?G: Only one.S: Ok! The car will waiting for you on time tomorrow morning.G: By the way, can I ask a late check out?S: So when will you check out?G: About three o’clock.S: I’m sorry sir! We only can approve you free late check out until one o’clock. After it you should pay half charge.Dialogue GG: Can get more slippers/ bath robe/ tooth brush? Can you sent me a adapter/ hair dryer/ iron & iron board?S: No problem. May I know your room number?G: 6311.S: OK! The room attendant will bring to you immediately.Dialogue HS: Good afternoon! Reservation! Tracy speaking may I help you?G: I want to book a single room on this Friday.S: Please wait a moment. Let me check our rooms availabilities/ vacancy of that date…..Sorry to keep your waiting,madam. Y es, we have the vacancy/ don’t have any single rooms available of that date.May I know in whose name would you like to book/ would you mind a twin beds room to instead? G: MICHELLS: How many night would like to stay?G: Three.S: So the price is RMB922net on the weekend & RMB717net on the weekdays.G: OK! I get it.S: May I know you phone number?G: 12345111S: May know when will you upon?G: About nine o’clock in the evening.S: OK! Ms.Michell. your room was booked, let me repeat your reservation. It’s a single room for Ms.Michell from this Friday to Monday. The price is RMB922net & RMB717met.G: Correct!S: Thanks for your booking. We are looking forward to serving you.Dialogue IG: I have a reservation.S: May I have your name or your passport?G: Here you are.S: Y es,your booking is a single room stay here for three nights.G: Correct!S: Please fill in/ writ down your home address and sign your name here.S: May I ask how would you like to pay/ settle your deposit/ bill? By credit card or in cash?G: By credit card.S: May I have it?S: This is your credit card authorization voucher. Please sign your name here.S: This is your room card.The room number is 6311,on the third floor of 6th block.Please sign your name here to confirm all the details. The breakfast it in the western restaurant. It’s from 7-10 o’clock. It’s included. Just show your welcome card to take it.Out bellboy will show you to your room. We hope you will enjoy your staying with us.Dialogue JG: I want to store/ keep my luggage.S: Is there anything valuable or breakable inside?G: No!S: May ask what time will you take it back?G: About 5 o’clock in the afternoon.S: OK! Its totally three pieces. Please sign you name on this luggage tap.G: Here is your tap. Please show it when you take back your luggage.（四）常用句子Useful Sentences1. Could you speak slowly and loudly?2. Pardon? I’m sorry sir. I don’t know what do you mean. Please wait a moment/ hold the line. I willbring my manager to you.3. Thank you for your understanding.4. I’m afraid it’s against our policy.5. We have shuttle bus from hotel to golf club/ swimming pool. It’s leaving for every one hour.6. Anything else I can do for you? Just let me know.7. Let me help you with your luggage.8. I’m always at your service.9. I’m afraid the room is not ready yet. The will be delay about half an hour.10. We apologize for the inconvenience. What about having some drink in the western restaurant. Andwe will take care of you luggage11. We really apologize for the delay.12. I’m sorry, there could be some mistakes.13. Never mind.14. It’s all right./ It’s doesn’t matter.15. Right away, sir.16. Wish you have a good trip.17. The same to you.18. We don’t have shuttle bus to GZ city centre. Y ou’d better to rent our hotel car. It’s cost RMB300.19. It’s about twenty five minutes/ forty five minutes from hotel to the airport/ GZ.Show DirectionsEast/ 东South/ 南West/ 西North/ 北In front of/ 在….前面beside/ 旁边behind/ 后面above/ 上面Below/ 下面on/ 上面under/ 下面river/ 河crossroad/ 十字路口bridge/ 桥traffic light/ 交通灯block/ 街区Corner/ 拐角on the left/ 在左边on the right/ 在右边at the end of/ 在最后cross the street/ 过马路turn left/ 转左turn right/ 转右in the next/ 在下一个Near by/ 附近，旁边go straight/ 直走road sign/ 路标by bus/ taxi/ 乘车on foot/ 步行drive along/ 一直往前开keep straight on/ 继续走下去。
前厅英语培训.doc
.一Bellboy 礼宾部1.Welcome to Leisure Hotel (again).欢迎光临丽逸酒店，欢迎下次光临。
2.Have a nice holiday Sir.(gentlemen)节日快乐，先生（女士）。
3.Good morning (afternoon, evening).Sir先生，早上好（下午好，晚上好）。
4. After you sir. This way please. Sir.你先走，先生。
请这边走，先生。
5. I'll show you to the reception desk, this way please. 请这边走，我带你到接待处，先生。
6.I'll show you to your room, this way please.我带你到你房间，请这边走。
7.Is this all your luggage? Is this all you have?这都是你的行李吗？这都是你的东西吗？8.May I help you with your luggage sir?先生，我可以帮你拿行李吗？9.Just a moment please, the elevator will be here soon. 请稍等一下，电梯很快就到这里。
10.Just a moment, I'll bring a luggage cart.请稍等，我拿个行李车来。
11.Please take this elevator for the Western Coffee Hall. 请乘电梯上西餐厅。
12.Please take this elevator for your room.请乘坐电梯上房间。
13.This elevator goes up to the guest rooms.这电梯通去客房。
14.Which floor please sir? Here comes the list come in please.请问你上哪层楼，先生？电梯来了，请进。
酒店前台英语口语
酒店前台英语口语Hotel Receptionist English Conversations:At Check-in:1. Guest: Hi, I have a reservation under the name Smith. Receptionist: Good evening, Mr. Smith. May I see your ID, please? Guest: Sure, here you go.Receptionist: Thank you, Mr. Smith. We have a deluxe room reserved for you. Could you please fill out this registration form? 2. Guest: Hello, I would like to check-in.Receptionist: Good afternoon. Do you have a reservation? Guest: No, I don't.Receptionist: That's not a problem. Let me check our availability for you.3. Guest: Hi, I made a reservation online for a room. Receptionist: Good morning! May I have your name and ID, please?Guest: My name is Johnson, and here's my ID.Receptionist: Thank you, Mr. Johnson. We have your reservation here. Please sign in and provide your credit card for any incidental charges you may have.At Check-out:1. Guest: Hi, I'd like to check out, please.Receptionist: Good morning! May I have your room number? Guest: Room 306.Receptionist: Alright. Just a moment, let me check your bill and make sure everything is settled.2. Guest: Hello, I'm checking out today.Receptionist: Good afternoon. Could you please provide your last name and room number?Guest: My last name is Brown, and I stayed in room 512. Receptionist: Thank you, Mr. Brown. Let me check your bill and make sure there are no pending payments.3. Guest: Hi, I'm checking out. Can you please finalize my bill? Receptionist: Good evening. May I have your name and room number, please?Guest: I'm Mrs. Anderson, and I'm staying in room 210. Receptionist: Thank you, Mrs. Anderson. Let me print out your bill and verify any additional charges.。
酒店前台英语培训
酒店前台英语培训前台接待英诧口诧C/I 入住Dialogue A / 对话A:Good morning, sir.Welcome to Golden Ocean Holiday Inn .May I help you?早上好,先生,欢迎光临金海洋假日酒庖,请问有什举可以帮到您癿？A: would you like single room or double room? 请问您需要单人房还是双人房?B: I like a single room./I have a reservation for a single room 我要一间单人房. /我订了一间癿单人房。
A:May I have your name, sir, please?请问先生用什举名字预订？B:My friend help me the book,She used the name of zhang peng我那个叨张朊癿朊友帮我预定癿房间A:Just a moment , sir. Let me check the reservation for you.请稍等先生,让我为您查找。
A: May I have your passport.请把您癿护照给我一下B:Yes.Here you are.当然, 给您.A:Thank you.Mr Zhao.Please sign here 谢谢,赵先生,请在这里签个名。
B:Yes.好癿。
A:Mr Zhao , How long would you like stay here? 赵先生,请问您打算住多丽？B:Just one night.叧是一个晚上。
A:Thank you. How would you like to pay the deposit? In cashor credit card?谢谢!请问押金是给现金戒是刷卡呢?B:Credit card.信用卡。
A:May I have your credit card ?可以借用您癿卡吗？B:Yes.A:Thank you for your credit card. Sir.Please sign here, 谢谢先生癿信用卡,请在这里签个名。
酒店英语口语培训内容
酒店英语口语培训内容1. 简介酒店英语口语培训是为酒店行业从业人员提供的专门培训课程，旨在提高酒店员工的英语口语水平，以便更好地与国际客人进行沟通和服务。
本文将就酒店英语口语培训的内容进行介绍。
2. 基础词汇和表达为了能够基本应对酒店工作中的日常对话，酒店英语口语培训通常从基础词汇和表达开始。
包括但不限于以下内容： - 问候和介绍：学习如何礼貌地问候客人，介绍自己和酒店。
- 订房和登记入住：掌握预订房间和登记入住的流程以及相关词汇。
- 房间设施和服务：学习各种房间设施和服务的英文表达，如空调、电视、热水等。
- 酒店设施和服务：了解酒店其他设施和服务的英文表达，如健身房、餐厅、行李存放等。
- 日常交流：掌握日常交流中常用的英文表达，如提供帮助、解决问题等。
3. 客房服务客房服务是酒店工作中的重要一环，故在酒店英语口语培训中通常会特别强调客房服务相关的英文口语表达，主要包括以下内容： - 提供清洁服务：学习如何向客人提供清洁服务，包括更换床单、清洁浴室、整理客房等。
- 提供客房用品：熟悉客房用品的名称和英文表达，如毛巾、牙刷、拖鞋等。
- 解答客人问题：掌握如何解答客人在客房服务方面常见的问题，如如何调节空调、如何使用电视遥控器等。
4. 餐厅服务餐厅服务是酒店的重要一部分，因此酒店英语口语培训还会着重培训餐厅服务相关的口语表达，具体内容包括： - 座位安排：学习如何礼貌地引导客人入座，并向客人介绍餐厅的各个区域。
- 点菜和服务：掌握点菜和服务过程中的英文表达，如推荐菜品、询问口味偏好等。
- 结账和离场：学习如何向客人提供账单，接收付款并告别客人。
5. 应对客户投诉和解决问题在酒店工作中，客户投诉和问题处理是不可避免的，酒店英语口语培训会为员工提供相关的口语技巧和表达，以解决客户投诉和问题，保证客户满意度。
6. 角色扮演和实践活动酒店英语口语培训一般以角色扮演和实践活动为主要教学方法。
通过模拟真实的酒店工作场景，让学员实际运用所学的口语表达进行对话练习，加强口语交流能力。
前台英语培训资料
前台英语培训资料Good morning. (用于中午以前) Good afternoon. (用于中午至下午六点以前) Good evening. (用于下午六点过后) 在这些招呼语的后面接句子，例如：Good morning, sir. Are you checking-out?早上好，先生，请问您要退房吗？Good afternoon, sir. Welcome to LI JIA Hotel. 中午好，先生，欢迎光临丽嘉酒店Good evening, Ms. May I help you? 晚上好，小姐，请问我能为您服务吗？后面也可以接上自己酒店名称、部门名称，如：Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。
这里是服务台，请问您需要服务吗？（三）回答 1.一般性的回答I see, sir.我明白了，先生。
Certainly, sir. 好的，先生。
2.请对方再等一会儿Just a moment, please. 请稍等。
Thank you for waiting. 您久等了，先生。
I am very sorry to have kept you waiting. 很抱歉让您久等了。
Could you wait a little longer, please? 请您稍候好吗？ 3.要麻烦客人或是拒绝客人的要求时拒绝客人时，不要一口回绝说“No.”，要委婉一些。
I am afraid I can’t do that. 不好意思，我恐怕没办法那样做。
Excuse me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。
4.道歉如果是自己的错就说“I am sorry.”; 如果是公司的错，就说：“We are sorry.”。
I am very sorry for the delay. 很抱歉延误了时间I am very sorry for the inconvenience. 很抱歉造成您的不便。
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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。
18. We have a single available for those dates. 我们还有一些单人间可以接受预订在那个时间段。
19. It?s all right for the next week. 下个星期没有问题。
20. We do have a vacancy for those dates. 那段时间我们可以接受预订21. Yes, you can have a room on Saturday. 是的，星期六您可以订到房间。
22. I?m afraid we won?t be able to guarantee you a room after the16th. We usually have highoccupancies in the peak seasons.恐怕十六号后我们不能保证有房间提供给您，那段时间是我们的入住高峰期。
23. I?m sorry, but we?re fully booked for single rooms. Would youlike to have a double one?很抱歉我们的单人间已经订满了，给您订双人间怎么样,24. I?m sorry, but the hotel is full on that date. 很抱歉，那天我们酒店的客房已经住满了。
25. I?m sorry, we don?t have any room available for that week. 很抱歉，我们那周的预订已经全满了。
26. Service isn?t included in the room rate. 服务费不包含在房费里27. Above rate is subject 15% service expense. 以上报价需另付15%服务费28. We offer 10% discount for group reservation, sir. 先生，团队预订可以打九折。
29. Mr.smith,let me repeat your reservation to ensure it is correct. you will arrive before……。
史密斯先生，我跟你确认一下你的预订内容:你的抵达日期是。
第二章前台接待1.Have you a reservation, 您预定过了吗,2.The bellman will show you the way to the banquet hall. 行李员将领您去宴会厅3.Would you please complete this registration form? 请填写这张登记表4.Could you sign your name.please? 请签上您的姓名5.May I see your passport please? 请出示您的护照6.May I know your name and room mumber, 请告诉我您的名字与房间号码。
7.May I have your passport or ID Card please, 请出示您的护照或身份证。
8.How would you like to make payment,By credit Card or By Cash? 请问您想用现金付款还是用信用卡付款,9.Can I have your credit card imprint?请出示您的信用卡，我们需要用它来压卡,10.Would you please pay 1000as deposit? We will return the balanceto you when you checkout.请您付1000元押金，我们将在您退房时将余额退还您11.Here is your room key。
这是您的房间钥匙12.Your room number is 246 on the second floor. 您的房间在二楼的246房。
13.Here is your key card 这是您的房卡14.I?ll get the bellman to take your luggage up. 我会叫行李生帮您把行李送到房间15.The bellman here will take your luggage and show you the way. 这里的行李生会为您提行李，并为您带路16.We?ll extend the reservation for you . 我们可以为您延长预订17.Are you checking out today? 您今天可以结帐吗,18.Would you like to check out now? 您今天要退房吗,19.Please pay at the cashier?s desk over there 请到那边帐台付款20.If there?s anything you need, just ring reception. 如果您需要什么，就打电话给服务台。
21.Because of the bad weather, the swimming pool won?t be open today. 因为天气不好，今天游泳池不开放。
22.The phone number of our hotel is xxxxxxx. 我们酒店的电话号码是xxxxxxx.23.Please dial 9 before you dial the number. 拔号码前请先拔9.第三章总机1Good morning (afternoon, evening), operator, speaking, may I help you? 您好～这里是总机，能帮您忙吗, FROM OUTSIDE 外线打来Good morning (afternoon, evening),.May I help you? 您好～有什么可以帮您,2. Hold the line please, sir/madam, we?ll put you through toDept./guest name. 先生/小姐，请您稍等，我帮您接去 (部门)/接洽 (人名)。
3. I?m sorry, sir/madam, the line is busy, would you mind callingback later? 很抱歉，先生/小姐，电话占线，请您稍候再打。
4. I?m sorry to hear that, sir/madam, may I ask him/her to call you back when the line is free?很抱歉，先生/小姐，线路畅通后我即刻通知他/她回电给您。
I?m sorry to hear that, sir/madam, would you mind hinging up, and we will call you backwhen we get through to .对不起，先生/小姐，请您先挂下电话，接通之后，我们立即转给您。
5. Would you please hang up, sir/madam, we?ll call you back shortly.先生/小姐，请您先挂下电话，我们会很快回电给您。
6. Could you speak more slowly, please? 对不起，请您讲慢一点儿，好吗,7. Could you repeat that, please? 对不起，请您再说一遍好吗,8. Could you speak a little louder, please? 对不起，请您说大声点儿，好吗,9.Your name please? / Who is speaking, please? The guest?s name, please? 您贵姓,请问客人姓名,10. What number are you calling, please? 请问，您拔的号码是什么,11. Where are you calling from, please? 请问您从哪儿打来,12. Could you try again for me, please? 请您帮我试一次，好吗,13. Could you check it for me, please? 请您帮我查一下，好吗,14. Could you give me a wake up please? 能给我一个叫醒服务吗, Sure, at what time, please? 好的，请问几点钟叫早,15. We?ll call you tomorrow morning at And good night, Mr/Ms我们会在明晨点叫醒您;晚安，先生/小姐16.Good morning, Mr/Ms , this is your wake up call, have a nice day. 早上好～先生/小姐，叫醒服务，祝您一天愉快。