酒店前台英语培训
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
10
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。
酒店前厅英语培训计划
酒店前厅英语培训计划一、背景介绍随着国内旅游业的迅速发展，越来越多的国际游客前来入住国内酒店，因此酒店前厅员工对于英语的要求也日益提高。
为提高酒店前厅员工的英语水平，我们制定了以下英语培训计划。
二、培训目标本培训计划的目标是提高酒店前厅员工的英语水平，使其能够流利地应对与外国客人的日常沟通需求，包括接待、询问客户需求、解答客户问题等方面。
三、培训内容1.日常用语培训–问候语–自我介绍–客房预订常用语–结账常用语等2.接待技巧培训–如何礼貌接待客人–如何主动询问客户需求–如何有效解答客户问题–如何提供协助和帮助等3.情景对话练习–模拟外国客人入住、离店等场景对话练习–模拟应对紧急情况的英语应对练习四、培训方式1.课堂培训–每周安排2-3次课堂培训，每次培训时间为2小时–课堂培训内容包括听、说、读、写练习2.角色扮演–安排角色扮演训练，让员工在模拟场景中练习英语对话技巧3.在线学习–提供英语学习资料和视频，让员工可以在业余时间进行在线学习五、培训考核1.日常练习–员工需要每天完成一定量的英语练习，包括听、说、读、写练习2.模拟考核–每两周进行一次模拟考核，考核内容包括日常用语、接待技巧和情景对话练习六、培训效果评估1.成绩评定–根据员工的日常练习表现和考核成绩评定培训效果–对成绩优秀的员工给予奖励2.反馈调查–每月进行一次培训效果调查，收集员工对培训计划的反馈意见，不断改进培训内容和方式七、总结通过本英语培训计划，我们相信酒店前厅员工的英语水平将得到显著提高，能够更好地满足国际客人的需求，提升酒店服务质量，为酒店的发展打下坚实的基础。
希望每位员工在英语培训中取得好成绩！。
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。
酒店前厅英文培训计划表
酒店前厅英文培训计划表Introduction:The hotel lobby is often the first point of contact for guests, and it is important for the staff working in this area to be able to communicate effectively in English. This training program is designed to improve the English language skills of the front desk, concierge, and other staff in the hotel lobby, enabling them to provide better service to guests from all over the world.Training Objectives:The main objectives of this training program are to:- Improve the overall English language proficiency of the staff working in the hotel lobby - Enhance the staff's ability to communicate effectively with guests in various situations- Increase the staff's confidence in their English language skills- Provide the staff with tools and strategies for handling difficult or challenging situations with guestsTraining Program Outline:The training program will be divided into several modules, each focusing on different aspects of English language skills and communication. The modules will include the following topics:1. Basic English Language SkillsThis module will cover basic English grammar, vocabulary, and pronunciation. It will focus on providing the staff with a solid foundation in English language skills, which will enable them to communicate effectively with guests in simple and everyday situations.2. Customer Service CommunicationThis module will focus on developing the staff's ability to communicate clearly and politely with guests. It will cover common phrases and expressions used in customer service situations, as well as strategies for handling guest complaints and requests.3. Cultural Sensitivity and AwarenessThis module will focus on developing the staff's awareness of cultural differences and sensitivities, and how these can impact communication with guests. It will provide the staff with an understanding of different cultural norms and practices, and how to adapt their communication style accordingly.4. Handling Difficult SituationsThis module will provide the staff with strategies and tools for handling difficult or challenging situations with guests, such as handling complaints, dealing with language barriers, and managing conflicts.Training Methods:The training program will utilize a variety of methods to ensure that the staff can engage with the material and practice their English language skills. These methods will include:- Interactive group activities and role-plays- Pair exercises and discussions- Language games and activities- Scenario-based training exercises- Real-life practice with guest interactions in EnglishTraining Assessment:To assess the effectiveness of the training program, the staff's English language skills will be evaluated before and after the training. This assessment will include a combination of written tests, oral assessments, and real-life interactions with guests. The assessment results will be used to measure the staff's progress and identify areas for further improvement.Training Resources:The training program will utilize a variety of resources to support the staff's learning, including:- English language learning materials and textbooks- Online language learning resources and tools- Role-play and scenario-based training materials- Guest feedback and interactions for real-life practiceConclusion:The hotel lobby English training program is designed to improve the English language skills of the staff working in the hotel lobby, enabling them to communicate effectively with guests from all over the world. By providing the staff with the tools, strategies, and resources they need to develop their English language proficiency, the training program will help to enhance the overall guest experience and satisfaction at the hotel.。
酒店前厅英语培训计划
酒店前厅英语培训计划1. IntroductionWelcome to our Hotel Front Office English Training Program! In this program, we aim to provide our front office staff with the necessary skills and knowledge to effectively communicate with English-speaking guests, handle various front office tasks, and provide excellent customer service. This training program will cover a wide range of topics including basic English communication, handling reservations, check-in and check-out procedures, dealing with guest inquiries and complaints, and more. We believe that by improving our staff's English communication skills, we will be able to enhance the overall guest experience and satisfaction.2. Program Objectives- To improve staff's English communication skills- To enhance staff's ability to handle front office tasks- To provide staff with the necessary knowledge and skills to handle guest inquiries and complaints effectively- To improve staff's ability to provide excellent customer service3. Training StructureThe training program will be divided into several modules, each covering different aspects of front office operations and English communication. The modules will include both theoretical and practical components, with plenty of opportunities for role-playing, interactive exercises, and real-life scenarios. The training will be conducted by experienced trainers and will be tailored to the specific needs of our front office staff.Module 1: Basic English CommunicationThis module will cover basic English vocabulary, grammar, and phrases that are commonly used in front office operations. Staff will learn how to greet guests, introduce themselves, ask and answer questions, and handle simple conversations in English.Module 2: Handling ReservationsIn this module, staff will learn how to take reservations over the phone, via email, and in person. They will also learn how to confirm reservations, check room availability, and handle special requests from guests. This module will also cover basic English phrases and vocabulary related to reservations and room types.Module 3: Check-in and Check-out ProceduresStaff will learn how to welcome guests, verify their identification and reservation details, and complete the check-in process. They will also learn how to handle payments, issue room keys, and provide guests with information about hotel amenities and services. For check-out procedures, staff will learn how to handle final payments, issue invoices, and bid farewell to guests.Module 4: Dealing with Guest Inquiries and ComplaintsThis module will focus on teaching staff how to effectively handle guest inquiries and complaints in English. Staff will learn how to listen actively, empathize with guests, and provide appropriate solutions to their issues. They will also learn how to use polite and professional language when dealing with guest complaints.Module 5: Providing Excellent Customer ServiceIn this module, staff will learn how to provide exceptional customer service to English-speaking guests. They will learn how to anticipate and exceed guest expectations, handle special requests, and create a positive and memorable experience for guests.4. Training MethodsThe training program will make use of a variety of training methods and techniques to ensure that staff is engaged and able to apply what they have learned in their daily tasks. The methods will include:- Interactive group discussions- Role-playing exercises- Real-life scenarios and case studies- Multimedia presentations- Practical demonstrations- On-the-job coaching and mentoringWe believe that the combination of these training methods will help our staff to learn effectively and apply their new skills and knowledge to their daily work.5. Training ScheduleThe training program will be conducted over a period of 4 weeks, with each module being covered in one week. The training will be conducted during staff's off-peak hours to minimize disruption to their daily tasks. The schedule will be communicated to staff in advance to ensure maximum participation and attendance.6. Evaluation and FeedbackThroughout the training program, staff will be evaluated on their understanding and application of the training content through quizzes, practical assessments, and feedback sessions. Staff will also be encouraged to provide feedback on the training program to help us improve and tailor future training programs to their needs.7. ConclusionWe are excited to roll out this Hotel Front Office English Training Program to our staff and believe that it will greatly enhance our staff's ability to communicate effectively with English-speaking guests and provide excellent customer service. We are committed to ongoing training and development for our staff and look forward to seeing the positive impact of this program on the overall guest experience. Thank you for your participation and dedication to improving your skills!。
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。
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。
酒店前台英语培训
好
Sure
Certainly
Of course No problem Excellent choice At your service
于同一波段思维 用同一语言交流 在同一平台做事
对不起· 歉意
Sorry. 做错事， 影响他人利益 My apology. 不好意思 Excuse me. 能不说就不说
中级班
刘通
于同一波段思维 用同一语言交流 在同一平台做事
Hospital Hospitality Hospitalization
于同一波段思维 用同一语言交流 在同一平台做事
规范电话用语
Good morning\ afternoon\ evening,
Thank you for calling Jingling New Town Hotel\ Front desk\
Room Service\ Chinese Rest.\ Banquet Service This is ( assist you.
于同一波段思维 用同一语言交流 在同一平台做事
电话服务内容
订房间
定餐位
房间打扫、要毯子、浴液、洗发液、
于同一波段思维 用同一语言交流 在同一平台做事
4. 请
Please Be careful, please. Please do not smoke here. **** You first, please(After you).**** , **** This Way, please. **
于同一波段思维 用同一语言交流 在同一平台做事
2. 您好
Good morning, sir/mam Doctor.. Good afternoon, sir/mam Good evening, sir/mam
酒店前台英语(培训内容)
前台英语English for Front Office1.Good morning, may I help you?早上好，我可以为您效劳吗？2.For which dates would you like to book the room?请问您订的房间在什么日期？3.May I have your name?请问您贵姓？4.How do you spell the name, please?请问名字怎样拼？5.May I have your phone number and fax number?请问您的电话号码和传真号码？6.How many guests are there in your party?请问有多少位客人？7.What kind of room/rooms would you like?您需要什么种类的房间？8.Would you like a room with twin beds or a double bed?您需要双人床还是两张单人床的房间？9.Please wait a moment, let me see if we have any double rooms available.请等一等，我看看还有没有双人房。
10.Yes, we have a vacancy.我找到有空房了。
11.I’m sorry, sir. We’re fully booked for those dates.对不起，先生。
我们这些日子的房间全订满了。
12.At what time will you arrive?您什么时候到达？13.May I know your flight number?请问您的航班号？14.We don’t have any double rooms available.我们现在没有双人床的房间了。
15.Would you mind a twin room instead?您介意要两张单人床的房间吗？16.(Does it include breakfast?) I’m afraid not, sir.不（包早餐），先生。
前台英语培训
Part. 2 FRONT OFFICE 客务英语一、常用句型（一）总台：（Front Desk）1、请稍等，我查一下是否有空房。
Just a moment, please. Let me check if there is a room available.2、我们明天有单人房。
we do have a single room for tomorrow.3、很抱歉，单人房全部预订出去了，双人房可以吗？I’m sorry , but we’re fully booked for single rooms. /Would you like to have a double room instead? 4、抱歉，但酒店那天客满。
I’m sorry, but the hotel is full on that date.5、一间房每晚是**元，包含早餐。
It’s**Yuan per room per night, including double breakfast.6、先生，我们对团体预订提供**优惠。
We offer**percent discount for a group reservation, sir.7、是否太贵了，这样好吗？您先住下来，我马上请示经理，争取给您更优惠的价格。
Is it too expensive for you? How about checking in now, then I’ll speak to my manager and try to give a better price.8、您打算住多久？How many nights do you plan to stay?9、女士，给哪位预订的？Whom is the reservation for, madam?10、怎么拼写？How do you spell it, sir?11、您可以写信，或通过电话、传真、电子邮件预订房间，我们会根据情况给予答复。
前台英语培训New
前台英语培训NewUNIT 1 电话预订及到达机场需接机1、情景对话---预定A 您好！这里是蓝天酒店，请问有什么可以帮忙的吗？A: Hello！Here’s BLUE SKY hotel. May I help you?B 是的，我想预订一个房间。
B: Yes.I’d like to book a room.A 请问预订哪一天。
A: When do you want?B （今天）（明天）（后天）（下周）（下月）B: Today/Tomorrow/The day after tomorrow/next week/next month.A 可以，您想要什么样的房间？我们有单人间、双人间、套间和五人间。
A: Sure, (yes), what kind of room do you want to have? We’ve single-room, double-room, inner-room and family room.B 我想预订一个单人间，价钱是多少？B: Yes，good. I want to have a single-room. What’s the price?A 单人间价格是388元一晚。
A: A single-room is 388RMB per-night.B 你们有折扣吗？B: Do you have any discount for me?A 不好意思，已经给您打完折扣了，请问您住几天。
A: Sorry, we have already made the discount for you. How long will you be staying?B 只住一晚。
B: Just one night.A 好的，可以告诉我您的名字和电话号码及护照号吗？A: OK, may I have your name, telephone number and Passport number?B 我是来自美国的大卫，电话号码是139********，护照号是11022256789。
《前台英语培训》课件
《前台英语培训》课件xx年xx月xx日CATALOGUE目录•课程概述•课程内容•课程安排•教师及教学方法•教学成果与展望01课程概述提升前台工作人员的英语沟通能力通过培训，使前台工作人员能够流利地使用英语进行日常接待和交流，从而提高客户满意度。
增强前台工作人员的职业素养培训内容包括职业礼仪、沟通技巧和客户服务意识等，提升前台工作人员的职业素养。
课程目标1 2 3培训内容包括日常接待英语口语、礼貌用语的用法和技巧等。
前台英语日常接待用语培训内容包括听力理解、口头表达、非语言沟通等方面的技巧。
前台英语沟通技巧培训内容包括客户服务意识、客户需求分析、投诉处理等方面的技巧。
前台英语客户服务第一阶段了解前台英语培训的目标和内容，学习前台英语日常接待用语。
学习前台英语沟通技巧，包括听力理解、口头表达、非语言沟通等方面的技巧。
学习前台英语客户服务技巧，包括客户服务意识、客户需求分析和投诉处理等方面的技巧。
模拟实操练习，进行角色扮演练习，纠正发音和语调等。
总结和考核，对培训内容进行总结和考核，评估学员掌握程度。
第二阶段第四阶段第五阶段第三阶段02课程内容日常接待用语包括基本的“Hello”，“Good morning/afternoon/evening”等。
欢迎和问候包括“I am xxx, it's nice to meet you”等。
自我介绍包括“Thank you”，“I'm sorry”等。
感谢和道歉包括“Goodbye”，“See you later”等。
告别和道别包括如何迎接客户，引导客户入座，倒茶等。
商务接待包括如何介绍公司，产品等。
商务介绍包括如何进行谈判，处理客户异议等。
商务谈判包括如何礼貌地送走客户，道别等。
商务送别商务交流用语沟通技巧包括如何理解客户的意思，如何回答客户的问题等。
听力技巧表达技巧谈判技巧反馈技巧包括如何清晰地表达自己的意思，如何让客户更容易地理解自己的意思等。
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情景二：现金支付 总台：您好，有什么需要么？ R: Good afternoon, may I help you? 老外：您好，我用顾小姐的名义订了5间湖景房，请你查一下。 G: Good afternoon, I book 5 lake-view rooms with the name of Miss Gu. 总台：好的…您预订了5间标准间住一个晚上，对吗？ R: OK…You reserved 5 double rooms from today to tomorrow for one night. Is that right? 老外：是的 G: Exactly R: Could you show me your passports，please? 总台：请您出示下您的护照，好吗？ 老外：好的 G: Here you are 总台：谢谢，我们要复印一下……请您确认一下信息，并且在这里签字……我们要收5000元押金， 请问您付现金还是刷卡？ Thank you, we will copy them…Please check the information, and sign here, please.. We need an advance deposit of 5000yuan, Would you pay for in cash or by credit card? 老外：现金。 G: In Cash. 总台：好的，没问题.这是你的押金单和房卡。 That’s OK. This is your peyment fill and your room keys.please keep them.Enjoy you stay,see you tomorrow.
G: Exactly. 老外：是的 R: My I see your passports,please? 总台：请出示下您的护照好吗？ R: Here you are 总台：好的 R: thank you!…Could you fill out the registration form, please? 总台：谢谢……请您在这里签个字。 G: Fine.(Fill in the form) 老外：没问题。 R: That’s OK, thanks. We need an advance deposit of RMB5000yuan How would you like to pay?In cash or by credit card ? 总台：好的，谢谢您。我们需要您预付5000元的押金，您是现金预付呢还 是刷卡？ G: By credit Card.Here you are. 老外：刷卡！ R:Thank you, Mr. Cruise.-- Please sign here….Thank you.(give back the card) This is your room key, your room number is 6301, that’s on the third floor.
All the rooms are booked up 所有房间已经被预定了。 sign the bill 签单
Check-in Phrase [freiz] 登记语句
Check-out Phrases 退房语句
• • • • • • • • • • •
•
Thank you for your waiting, here is your bill. Would you like to check it? 让您久等了，这里是您的帐单，您确认下，好吗？ Here is your change and receipt/invoice. 这里是您的零钱和收据/发票。 Could you sign your name here,please? 请在这里签字确认下好吗？ If you check out after 12:00 at noon, you’ll have to pay half of the rate. 如果您十二点之后退房，您将要付半天的房费。 Late Check-out Till 2:00pm 延长退房至下午两点 According to our regulations .if you want keep your room this afternoon ,we’ll have to charge you 50% of the price . 根据我们酒店的规定，您要是将房间保留到下午退房的话，我们将多收您50% 的房费的。
Other Phrases 其他语句
• • • • • • • Can I have an extra pillow?我能有一个额外的枕头吗？ I’ll send it to your room at once.我把它送到您房间。 I’ll ask the Floor Attendantto look into it at once. 我马上让服务员给您查看一下。 I’ll have someone fix them for you right away. 我马上找人替您解决 I’m afraid I can’t do that; it’s against our hotel’s regulations 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。
• The more mistake you make, the more progress you make!!!”
2.平时增加英语的使用频率
• 比如含早、不含早，可使用 one breakfast(1 BF含单早)，two breakfast(2 BF含双早)，without breakfast()
• Free internet access免费上网
常用语句
• • • • • •
•
• •
•
• •
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 需要的，请随时告诉我们！ I’m afraid that your room is not quite ready yet. Would you mind waiting, please? 不好意思您的房间还没有打扫好，稍等片刻好吗？ We are very sorry for the inconvenience.非常不好意思给你带 来不便 Let me help you with the luggage.让我帮您提行李吧.
二、针对问题提出建议
• 1.英语提高重在多读多说 • 2.平时增加英语的使用频率 • 3.适当开展外宾入住情景模拟
1.多读多说
• 英语重在多说，只要敢于开口，就没有解决不了 的了。不开口，水平永远也提高不了，遇到老外， 我们脸皮要厚些, 厚些, 再厚些!!!不要怕自己说错----如果你总在担心出错, 恐怕你永远也说不出”正 确”的英语
3.适当开展外宾情景模拟
• 内宾的情景模拟我们都有做过，但外宾 的在这方面做的很少，以后建议在关闭 客房的时候可以，具体对话先按分发下 去的资料上来，以后有好的再更新。
三、总台常用词汇语句
Hale Waihona Puke 常用词汇• • • • • • • • • • reception desk 接待处 registration [.redʒi'streiʃən] desk 入宿登记处 identification [ai.dentifi'keiʃən] card 身份证 luggage office 行李房 check_out time 退房时间 elevator ['eliveitə]电梯 receptionist [ri'sepʃənist]接待员 buffet [‘bʌfit] 自助餐 Set-meals 套餐 advance [əd‘vɑ:ns] deposit [di’pɔzit]预付金
情景三：上门散客 R:Good afternoon ,sir.may I help you ?先生，下午好！有什么可以帮您的么？ C:Yes,please!could you let me have a room for tonight今晚能给我一个房间么？ R:Have you made a reservation,sir先生您有预订么？ C:I’m afraid not 没有。 R:How many people dou you have ,please?您几位入住？ C:Just one.i’m alone.就我一个人 R:Just a moment ,please.I have to check if there’s a room available.……what kind of room would you like ,sir?we have single room for 1280,double rooms for 1280 and suites for 2000.请稍等一下，我查看下有没有房间可以用…先生 您要什么类型的房间呢？我们这有单间1280每晚，标间1280每晚，套房2000元 每晚。 C:A double room一个标间 R:That’s ok !Could I see your passports,please? 好的，请出示下您的护照。 C:Fine!好的！ R: That’s OK, thanks. We need an advance deposit of 4000yuan. How would you like to pay?In cash or by credit card ? 总台：好的，谢谢您。我们需要您预付5000元的押金，您是现金预付呢还是刷卡？ G: By credit Card.Here you are.刷卡！ R:Thank you,.-- Please sign here…. This is your room key, your room number is 7305, that’s on the third floor.