喜来登英语培训
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。
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。
酒店英语培训
Computer Department C&D
Part 3.数字
数字 1 2 3 4 5 6
英文 One Two Three Four Five Six
中文 一 二 三 四 五 六
英文 First /1st Second /2nd Third /3rd Fourth / 4th Fifth /5th Sixth /6th
September (Sep.) 九月
October (Oct.) 十月
November (Nov.) 十一月
December (Dec.) 十二月
三、Times 时间
hour 小时 minute 分钟
second 秒钟
quarter 刻钟 o’clock 点钟
It’s four past eight (eight four). 8:04
It’s fifteen to nine (a quarter to nine). 8:45
It’s half past sever (seven thirty). 7:30
It’s five to eight (sever fifty). 7:55
四、Seasons 季节 spring 春天 summer 夏天 autumn 秋天 winter 冬天
One thousand一千
One million一百萬
One billion 十亿
一、The days of the week 星期 Sunday (Sun.) 星期日 Monday (Mon.) 星期一 Tuesday (Tues.) 星期二 Wednesday (wed.) 星期三 Thursday (Thurs.) 星期四 Friday (Fri.) 星期五 Saturday (Sat.) 星期六
酒店英语培训资料
酒店英语培训资料一、培训目的酒店英语培训的目的是帮助酒店员工提高他们的英语沟通能力，以提供更好的服务。
随着旅游业的快速发展，英语已经成为酒店行业中不可或缺的语言。
酒店员工需要能够流利地与国际客人进行沟通，合理地使用酒店专业英语词汇，提供专业而周到的服务。
二、培训内容1. 基本表达在酒店英语培训中，我们将重点关注基本表达能力的提升。
包括但不限于以下内容：•问候客人并提供帮助•介绍酒店设施和服务•向客人说明酒店政策和流程•接听电话并处理客人的请求•处理客户投诉和问题2. 酒店专业英语词汇在酒店行业中，有很多专业术语和词汇需要掌握。
这些词汇包括但不限于以下内容：•房间类型和设施•餐厅和酒吧服务•酒店预订和入住流程•客人服务和行政服务3. 语法和语音除了词汇外，酒店员工还需要掌握一定的语法知识和正确的语音发音。
毕竟，良好的语法和清晰的发音能够更好地与客人进行沟通，避免产生误解。
•英语基本语法知识•声调和重音规则•流利的口语表达4. 情景演练和角色扮演为了更好地帮助员工应对各种实际工作中可能遇到的情况，我们将设置一些情景演练和角色扮演的活动。
通过这些活动，员工将有机会模拟真实情况并实践所学知识。
•客人入住和退房•接待客人和提供服务•处理客户投诉和问题三、培训方法为了提高培训效果，我们将采用多种培训方法和教学工具。
1. 课堂教学我们将组织定期的课堂教学，讲解基本表达、专业英语词汇、语法和语音等知识点。
课堂教学将通过投影仪展示演示，并提供相应的学习材料。
2. 小组讨论和练习除了课堂教学，我们还将组织小组讨论和练习的活动。
在这些活动中，员工可以共同讨论和解决问题，并进行角色扮演。
3. 游戏和竞赛为了增加培训的趣味性和活跃性，我们还将组织一些游戏和竞赛。
通过游戏和竞赛，员工可以巩固所学知识，并增强团队合作能力。
4. 在线学习资源为了方便员工的学习，我们还将提供在线学习资源。
员工可以根据自己的时间和进度学习，并参与在线讨论和测试。
酒店培训教材— Daily Sales Calls
SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Daily Sales Calls任务：每日销售拜访Code序号: OH-SM-RM-D001Objectives：At the end of this session, each trainee will be able to ensure market reach target are achieved.目的：课程结束后，每一个学员将能够确保到达每个目标市场。
Standard：All sales associates will conduct planned sales calls daily covering key accounts, key prospects, other active accounts and new prospects.标准：每个销售员工在制订销售计时必须包括重要客户，有潜在生意的客户，其他行为的客户和新的客户。
Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG or Star ChoiceForm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。
归纳起来，酒店管理离不开以下八件事：酒店质量管理酒店取得成功的关键是什么?是能持续提供符合客户要求，能得到客户满意和信赖的高质量产品和服务。
质量管理是酒店管理最基本的要素，最基本思路就是通过酒店店运行中的每一个过程进行调查、分析，从而确定质量管理的总体状况。
酒店能源管理加强能源管理是酒店规划建设以及运营阶段的一个永恒的话题。
作为酒店的管理人员应该注重酒店的建筑节能，设备节能，人员节能，合理处理好能源的分配和使用。
总之，能源管理的目标是使酒店在整个寿命周期的能源消耗及配套改造工程费用降到最低。
SHERATON喜来登星级酒店英语培训
【最新资料，WORD文档，可编辑修改】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: 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。
喜来登酒店-前厅培训手册
PrefaceDear Trainer,I appreciate that you are willing to put effort in training a new co-worker! Thank you!You will train the trainee the coming 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedures and basic information. You will have to provide the trainee with a lot of information and you have to show him/ her a lot of procedures.The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be patient and try to remember how your first weeks were. At the end it will all work out.The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manual that you need to explain to the trainee, and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.If you have any remarks or other feedback about the manual, please let us know. This is the first draft, so there may be errors in it or not that handy to work with. All feedback is welcome!With you were are going to make sure that all the co-workers at the Front Office Department know all the standards and all procedures. This way we can provide a 5 star service to the guest, which we can all benefit from!Good luck and thank you!Greetings,Derek van der PollDirector of RoomsDay 109.00 – 17.30 Introduction DayToday you will meet your trainee. General questions are going to be answered and the trainee is going to look in the hotel rooms (which have to be prepared when the trainee asks for this). The trainee is going to look at the 5th floor and at the 4th floor as well and has to answer the following questions regarding the rooms and other departments.今天您将见到您的学员。
SHERATON喜来登酒店英语培训45页word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 youi. 我叫约翰.史密斯。
喜来登客人服务标准[标准化]]培训说明手册-国际酒店服务标准化.
![喜来登客人服务标准[标准化]]培训说明手册-国际酒店服务标准化.](https://img.taocdn.com/s3/m/a71335cc7e21af45b307a8fd.png)
《国际酒店服务标准化的建立与实施》目录第一部分世界著名国际酒店管理集团标准化建立案例分析一、《SGSS 喜来登客人服务标准》二、《TSW －培训技巧实践课》培训成功案例展示［Training Skills Workshop］三、《MFT －培训管理》培训成功案例展示［Managing the Function of Training］四、《新员工入职培训》培训成功案例展示［New Staff Orientation Training］五、《P ＆P 运作手册》系统管理软件成功案例展示［Policy & Procedure］第二部分关于标准一、关于标准化建立过程中的思考二、为什么要强调“标准”？第三部分标准与程序的建立方式一、标准是什么？程序是什么？二、制定标准的目的三、书写完整的标准所要求的准则四、书写完整的程序所要求的准则五、服务标准建立的标准范本第四部分标准化的制定与实施一、如何制定标准？二、如何执行标准？三、如何保持标准？四、如何变动标准？五、标准与关爱《国际酒店服务标准化的建立与实施》前言［国际酒店服务标准化的建立与实施］是酒店管理者［知识更新］系列培训课程的第一部分。
此项课程的设立，是为了让酒店管理者充分了解世界著名酒店管理集团的管理运作精华，在分享其成功管理案例的同时，带给我们更多的是借鉴和启示。
学完本讲义之后，您应该能够：要性和方法；知道如何在您的员工中促进“客人满意服务标准”观念的实施；第一部分国际酒店服务标准化的建立与实施案例分析标准化成功案例展示－－第一部分国际酒店服务标准化的建立与实施案例分析2. 《TSW －培训技巧实践课》培训成功案例展示［Training Skills Workshop］［Managing the Function of Training］［New Staff Orientation Training］5. 《P ＆P 运作手册》系统管理软件成功案例展示［Policy & Procedure］第二部分关于标准关于标准化建立过程中的思考的建立要难，尤其是保持更难。
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。
《酒店英语培训版》教案
《酒店英语培训版》教案教案：《酒店英语培训版》教学目标：1.学会日常酒店业务中常用的基本英语表达；2.培养学生在酒店工作中的英语交流能力；3.增强学生对酒店英语的理解和运用能力。
教学重难点：1.标准的酒店英语表达；2.酒店相关的词汇和短语的灵活运用；3.学生的口语表达能力和应对能力。
教学准备：1.酒店场景设定；2.PPT和相关教学资料；3.四会单词卡片；4.角色扮演：教学步骤：第一步：导入（5分钟）1.热身：和学生进行简单的英语问候和自我介绍；2.学生自由讨论：请学生讨论并分享自己对酒店英语的了解和使用情况。
第二步：相关词汇和短语教学（20分钟）1.展示图片和单词：通过PPT展示图片和单词，教学酒店相关的词汇和短语；2.单词记忆：将相关单词和短语写在黑板上，学生听读并记忆；3.短语练习：请学生配对短语和图片，并运用短语进行对话练习。
第三步：口语表达练习（30分钟）1.角色扮演：将学生分成小组，每个小组扮演不同角色，如前台接待员、客人、服务员等，进行实际情景的角色扮演；2.实际情景对话：老师出示具体情景的图片，学生根据图片编写对话并表演出来；3.老师点评：老师对学生表演进行点评，指出优点和不足，并给予建议和改进意见。
第四步：问题讨论（15分钟）1.提问：老师提问学生关于酒店服务中可能遇到的问题，并鼓励学生积极参与讨论；2.学生讨论：学生分组讨论问题，并结合自己的经验提出解决方案；3.学生展示：每个小组选择一组代表进行讨论结果的展示。
第五步：总结和拓展（10分钟）1.指导学生总结学到的重点知识和技能；2.老师提供学习酒店英语的拓展资源和参考书目。
第六步：作业布置（5分钟）1.布置课后作业：要求学生尝试用英语写一篇关于酒店服务的短文，并要求使用课堂学到的酒店英语。
教学策略：1.互动策略：通过角色扮演和实际情景的讨论，学生能更好地理解和运用酒店英语；2.写作策略：通过让学生用英语写一篇关于酒店服务的短文，鼓励学生运用所学到的酒店英语进行写作。
创造培训奇迹
创造培训奇迹——浅谈喜来登“SGSS”培训一位酒店管理专家曾说过这样一句话：“从一家酒店的培训实力上，可看出这家酒店的管理水平”。
此话道出一个道理，培训是酒店管理不可缺少的重要手段之一。
我国旅游饭店业的发展20年过去了，业内人事大多对著名国际饭店管理集团所管理酒店的培训啧啧称赞，并对其培训有一种神秘感。
甚至，那些曾在这些酒店工作过的酒店人事，还对过去所接受的培训怀有眷恋之情，并引以为自豪。
那么，是什么样的培训手段能有如此神奇之力，即能使酒店管理系统规范，又能使酒店员工保持服务标准，创造良好的美誉度，世界上著名的喜来登饭店管理集团以其著名的[“SGSS”喜来登客人满意标准]为我们树立了典范。
在喜来登饭店，上至总经理，下至普通员工，印在思想意识中最牢固、贯彻在工作中最彻底的那就是“SGSS”。
它是喜来登管理中保持优质服务标准的“灵魂”支柱。
喜来登客人满意标准（SGSS）SHERATON GUEST SATISFACTION STANDARD标准一遇见客人时，先微笑，然后礼貌地打个招呼。
标准二以友善热诚和礼貌的语气与客人说话。
标准三迅速回答客人的问题，并主动为客人找出答案。
标准四预计客人需要，并帮助解决问题。
细看“SGSS”中的内容，恰是我们日常服务工作中的一些细微的言行。
而正是这些细微之举，是人人能做，却又常常被人忽略，难以长期保持的服务标准。
那么，喜来登又是以怎样的培训方式，把“SGSS”深深注入每个人的服务意识之中。
首先，“SGSS”由一套极为系统的培训版本组成，共分为四个部分，培训历时3小时，每个培训课程各以一项“喜来登客人满意标准”为重点。
而课程的每一部分都是围绕提高客人与员工每次接触后的满意程度，确保员工在日常工作中了解并运用“喜来登客人满意标准”的目标而设计。
从其版本的科学性和实用性可以看出，“SGSS”是深入研究客人需要而得出的成果。
它提供了他们达到此目标的原则和作法。
“SGSS”培训版本为系统培训打下了坚实的基础，亦可称之为不可多得的“培训宝典”。
Sheraton Basics 国际品牌基本知识
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Key Sheraton Brand Programs 喜来登标志性品牌服务
Shine Spa for Sheraton 喜来登炫逸水疗 It doesn't matter if our guests are on the road for business or pleasure, Shine Spa for Sheraton® creates an environment for them to get the most out of their trip and be at their best. Our spa experience is designed to facilitate the fundamental need for recharging when travelling by pairing approachable luxury with a warm and comfortable atmosphere. 无论您是商务出行还是休闲旅游，喜来登炫逸水疗均为您的旅行 添光增彩，让您时刻神采飞扬。我们的水疗中心经过精心设计， 力求满足您放松身心的需求。在这里，奢华触手可及，环境温馨 宜人。
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Key Sheraton Brand Programs 喜来登标志性品牌服务
Sheraton Sweet Sleeper Bed 喜来登甜梦之床 Sheraton introduced a new level of comfort with the Sheraton Sweet Sleeper Bed, featuring luxurious sheets, a deluxe duvet, a selection of feather down and hypoallergenic pillows, and a custom mattress. 喜来登推出喜来登甜梦之床，打造全新舒适体验。所提供的床品包括奢华床 单、豪华被套、精选羽绒防过敏枕头，以及特制床垫。 Link@Sheraton 随心连动@喜来登
英语培训-客房部
Housekeeping Department带客进房（1）在引导客人时, 应走在客人的左前方2-3步, 将客人引至接待厅或客房。
客房服务员随后送上开水、毛巾等, 还应主动、适当地介绍服务设施, 热情表示愿为宾客服务。
客房服务员为新来的客人打开房门后自己应先进客房, 一是可避免新客万一走错房间及房内客人照面的尴尬场面, 二是春秋冬季的下午或黄昏、晚上较暗, 而无人的空房是不亮灯的, 服务人员先进去开灯, 可免去客人的不便。
酒店小贴士Tips带客进房绝句1. 如何开灯Please slide the key tag into the key tag box on the wall , and the lights are switched on.请将钥匙板插到墙上的钥匙盒上, 这样灯就会亮。
2.如何用水Pull up the faucet valve , then turn it to the left and the heated water will run out.将水笼头朝上提一下, 然后向左拧, 热水就会出来。
3.设施说明Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar.这是开关、温度调节器、衣柜和食品柜。
4.擦鞋服务Our hotel offers free shoes polishing service for guests.Put your shoes outside the door before you go to bed.我们宾馆为客人提供免费擦鞋服务, 您在睡觉前把鞋放在门外就行。
5.如何开电视To turn on the TV , just press the button on the upper-right corner .按右上角的按钮, 就可以打开电视机。
酒店英语培训方案计划
酒店英语培训方案计划1. IntroductionIn the hospitality industry, a good command of English is essential for hotel staff to effectively communicate with guests and provide a high level of customer service. Therefore, it is crucial for hotels to invest in English training programs for their employees. This training program plan aims to improve the English proficiency of hotel staff members, including front desk receptionists, housekeeping staff, waiters/waitresses, and managers.2. Training ObjectivesThe primary objectives of the training program are:- To improve the overall English language proficiency of hotel staff- To enhance staff members' ability to communicate with guests effectively- To provide staff with specialized vocabulary and language skills related to their specific job functions- To ensure that staff members can confidently handle various customer service situations in English- To create a positive and professional image for the hotel through excellent English communication3. Training ContentThe training program will consist of the following components:a. General English Language SkillsThis component will cover basic language skills such as grammar, vocabulary, pronunciation, and listening comprehension. Focus will be placed on improving everyday English communication for staff members.b. Hotel-specific English VocabularyStaff members will be taught specialized hotel industry vocabulary related to their job functions. For instance, front desk receptionists will learn about hotel room types, amenities, and check-in/check-out procedures, while housekeeping staff will learn about cleaning supplies, room service, and guest requests.c. Customer Service ScenariosThis component will involve role-playing exercises and simulations to help staff members practice handling various customer service scenarios in English. This will include dealing with complaints, taking orders, providing information, and resolving issues.d. Business English CommunicationManagers and other senior staff members will be given additional training in business English communication, including writing professional emails, giving presentations, and participating in meetings.e. Cultural Awareness and EtiquetteStaff members will also be provided with cultural awareness training to help them understand the customs and etiquette of international guests. This may include topics such as greetings, gestures, and dining customs.4. Training MethodsThe training program will utilize a variety of methods to cater to different learning styles and preferences. These may include:- Classroom-based instruction with a qualified English instructor- Interactive group activities and discussions- Role-playing exercises and simulations- Multimedia materials such as videos, audio recordings, and online resources- On-the-job training and practical applications- Individual self-study assignments and exercises5. Training ScheduleThe training program will be conducted over a period of 12 weeks, with sessions held twice a week for 2-3 hours each. The schedule will be flexible to accommodate different shift timings for staff members.6. Evaluation and MonitoringTo ensure the effectiveness of the training program, regular evaluations will be conducted to assess staff members' progress in English proficiency. This may include quizzes, tests, and performance evaluations in real-time customer service situations. Feedback from both staff members and guests will also be taken into account to assess the impact of the training program.7. Training Materials and ResourcesThe hotel will provide staff members with the necessary training materials and resources, including textbooks, workbooks, audiovisual materials, and access to online learning platforms. Staff members will also be encouraged to use these resources for self-study and practice outside of the training sessions.8. Incentives and RecognitionTo encourage staff members' participation and commitment to the training program, the hotel may offer incentives such as bonuses, promotions, or recognition awards for those who show significant improvement in their English language skills. This will help create a positive and supportive learning environment for the staff.9. ConclusionA well-designed English training program is essential for ensuring that hotel staff can effectively communicate with guests and provide excellent customer service. By investing in the English proficiency of its employees, a hotel can enhance its reputation and attract more international guests. This training program plan aims to provide a comprehensive and effective approach to improving the English language skills of hotel staff members, ultimately benefiting both the staff and the hotel as a whole.。
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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.● T ALKING 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: Y es, 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.Find 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。
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? Y ou ’re new here, aren ’t you? 我们以前见过面吗？ 你是新来的，对吗？LISTEN TO THE CONVERSATION TALKING 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 hotel Guest: How do you do? V ery nice to meet you. Staff : Hope you ’ll enjoy you stay here. Guest: I think I will Staff : See you later. Guest:See you.Introduce yourself to a partner.EXERCISEPut in articles where needed.A: Would you like cold milk? B: Y es, please. I’d like glass of beer if you ’ve got it. A: I’ll go and have a look in kitchen.Y es, 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 wolf Beat 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 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。
T ALKING 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 HELPVOCABULARYPHRASES 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。
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 help you.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。