五星级酒店前厅英语培训资料handout

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五星级酒店英语培训教材

五星级酒店英语培训教材学好英语让效劳更上一层楼五星级酒店外语培训1 / 53五星级酒店英语培训教材We believe that English will bring you to a totally new world 我们相信英语将带您到一个崭新的世界1 / 53课程安排Part 1 酒店根本礼貌用语Part 2 前台效劳Part 3 餐饮效劳Part 4 客房效劳Part 5 平常知识经典语句1 / 53Part 1酒店基础礼貌效劳用语1、礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢送:—清早好，小姐/先生。

Good morning, madam/sir.—下午好，小姐/先生。

Good afternoon, madam/sir.—夜晚好，小姐/先生。

Good evening, madam/sir.﹡客人喜欢听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太〞等。

—“很快乐再次见到您〔欢送再次光临〕，王先生。

1 / 53“Niceto see/ meet you again, Mr. Wang.〞或与客人互相应酬：—“您今天好吗？〞“Howare you ( today)? 〞返回2 / 53Part 1酒店基础礼貌效劳用语—很好，感谢您？I ’m very well, /I ’f m ine, too.Thank you.Useful Words and Expressions:※1) Sir ( 先生) 2) Madam 〔女士、夫人〕3) Miss( 小姐) 4) Ms.( 女士、小姐)5) the lady with you( 和您一起的女士)6) Good morning/ afternoon/ evening!7) Glad / Nice to ⋯8) How do you do? /How are you ?1 / 53Part 1酒店基础礼貌效劳用语2、What can I do for 主动向客人供应帮助:—我能够帮您吗？May I help you? you?﹡尽量为客人多做一点：—还有什么需要我帮您吗？Is there anything else I can do for you ？※Useful Words and Expressions:1) May /Can I ⋯?2) If you need my help , just call me please.1 / 53Part 1酒店基础礼貌效劳用语3 、记住一些能讨人喜欢的言词:—感谢。

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。

酒店英语培训资料

northwestpresidential suite 总统套deluxe suite 豪华套single room 单间executive suite 商务套standard(double)room 标准间junior suite 普通套assistant manager 大堂副理handicapped room 残疾人用房cashier 收银员receptionist 接待员operator (总机)话务员telephone switchboard电话总机extension 分机bellman 行李员bowling 保龄球housekeeping department客务部gymnasium 健身房room/housekeeper/floor attendant 客房服务员restaurant 餐厅the front desk/office 前台lobby 大堂bell 门铃hall closet/wardro 衣橱，壁橱peep hole 窥视孔please make up room 请打扫房间make up 整理hanger 衣架spare pillow 备用枕头breakfast menu 早餐单bathrobe 浴袍closet rods 衣柜挂杆clothes brush 衣刷flash light 手电筒laundry bag 洗衣袋safety box 保险柜shoe horn 鞋把blanket 毛毯mini-bar 迷你吧ice-bucket 冰桶ice-clip 冰夹glass 玻璃杯refrigerator 电冰箱mineral water 矿泉水soft drink 软饮料free mineral water 免费矿泉水drink (beverage)饮料cup 茶杯mend 缝补mineral water with compliment免费矿泉水lobby bar 大堂吧business floor bar 商务酒吧trade mark/shop 商场business center 商务中心reservation center 预定中心morning call 叫醒服务meal voucher 就餐券laundry 水洗floor 楼层laundry 洗衣、洗衣房laundry service 洗衣服务dry-clean 干洗pressing 烫衣regular service 普通服务4-hour service 快洗服务cleaning list/form 洗衣单settee 背椅furniture 家具express service 快洗服务air-conditioning 空调PA(public area)公共区域sitting-room 客厅cushion 靠垫chaise 躺椅couch 双人沙发chain lock 防盗扣do not disturb 请勿打搅coaster杯垫plug 插头socket 插座kettle 水壶drawer 抽屉baggage (luggage) rack行李柜，行李架shopping bag 礼品袋good night card 晚安卡television cabinet 电视柜program card 节目单TV remote control 遥控器desk 桌子mirror 镜子table lamp 台灯telephone 电话机south east南东北西computer line 电脑线bed table 床头柜face towel 面巾tips 小费chair 椅子alarm clock 闹钟hair dryer 吹风机emery board 指甲锉service directory 服务指南yellow page 黄页bath tub 浴缸sanitary bag 女宾袋ashtray 烟灰缸night light 夜灯shower head 淋浴头shower cap 浴帽matches 火柴trash can 垃圾桶closet 马桶elevator lift 电梯envelope 信封bed pad 床垫tap 水龙头fruitplate 果盘writing paper 信纸bed sheet 床单wash basin 面盆fruit knife (fork)水果刀(叉) fax paper 传真纸bed skirting 床裙towel rack 毛巾架ice cubes 冰块post card 明信片pillow case 枕头套marble table 大理石台面room card 房卡sewing kit 针线包smokedetector 烟感器hanger 衣架、挂钩passport 护照map 地图carpet/rug vacuum cleaner wall telephone 面包机deposit 押金ballpoint pen 圆珠笔吸尘器bidet 净身器charge 收费pencil 铅笔wall lamp 壁灯flower vase 花瓶price 价格window 窗户ceiling lamp 吊灯tissue paper dispenser Poker 扑克curtain 窗帘ground lamp 落地灯面巾纸盒night-club 夜总会slipper 拖鞋bathroom 浴室shower curtain 浴帘massage 按摩、桑拿shoe shine clothe 擦鞋布fluorescent lamp 日光灯tissue/toilet paper 卫生纸boiling water 开水memo/note pad 便签serving tray 托盘bath gel 沐浴液newspaper 报纸bed 床scale 体称razor shaver 剃须刀corridor 走道shampoo 洗发液hand towel 小方巾comb 梳子trolley 手推车quilt 被子wash room 洗手间tooth brush 牙刷Monday 周一pillow 枕头shower 淋浴tooth past 牙膏Tuesday 周二shoe basket 鞋篮bath towel 澡巾soap 肥皂Wednesday 周三toilet 洗手间ground towel 地巾cotton swab 棉签Thursday 周四Friday 周五Maintain 维修drink 饮料icebox/refrigeratory 冰箱Saturday 周六Safety 保险柜food 食品electric torch 手电筒Sunday 周日Cigarette 香烟bedsheet 床单bed 床January 一月Nailhole 指甲剪quilt cover 被套dish 盘子February 二月Forfex 剪刀bath robe 浴衣scoop 勺子March 三月Socket 插座towel 毛巾boud 碗April 四月Blower 吹风机pillowcase 枕套knife 小刀May 五月Charger 充电器curtain 窗帘fixing 调料June 六月Keep secrecy 保密ashtray 烟灰缸sugar 糖July 七月Remote control 遥控器glass 杯子salt 盐August 八月Massage 按摩tea-cap 盖杯shoeshine 鞋油September 九月Entertainment 娱乐tea-box 茶叶盒toecap 鞋刷October 十月elevator 电梯clothes-rack 衣架insect 虫November 十一月tea 茶叶the senice clamps 服务夹glue water 胶水December 十二月water bottle 水壶noise 菜谱calculator 计算器Fine 晴for free 免费close stool 马桶rule 尺子Overcast 阴safe-conduct 安全通道broken electricity 断电stapler 订书机Snow 雪reticle 网线window 窗户inkpad 印泥Rain 雨iron 熨斗make water 漏水mouse 鼠标Cloudy 多云ironing board 熨衣板lock 锁do not disturb 勿扰FO 前台map 地图chair 椅子make up room 打扫房间Cashier 收银hot water 热水light 灯extra bed 加床Guest 客人fruit 水果bathtub 浴缸no need service 不需要服务Telephoto 电话shoeshine 擦皮鞋ice 冰lost and found 遗留物品plug 插销二、客房服务常用短语：morning call service 叫醒服务room service 客房用餐服务dial outside call / internal call 拨打外线电话DDD(domestic distant dial)国内长途certainly 固然可以IDD(international distant dial ) 国际长途public phone 公共电话Room/floor attendant楼层服务员good morning 早上好good afternoon 下午好good evening 晚上好toilet needs 卫生用品check-out room 退房turn-down service 夜床服务by the way 顺便问一下door knob menu客房内的门把菜单don’t worry 别耽心please wait a moment 稍等I’m afraid not很抱歉、恐怕不行OCC(occupied) 住客房C/O(check out ) 走客房V(vacant)空房VD(vacant dirty )脏房OOO(out of order )维修房DND(do not disturb)勿扰房VIP(very important person)贵宾LSG(long staying guess)长住房Make up the room 打扫房间go ahead 您请说after you 您先请put …through to 往….转电话sign the bill 签单sign your name 签名Have a nice trip 旅途愉快good luck 好运see you late/tomorrow再见、明天见It’s very kind of you!您真是太客气了！How do you do? 您好！ (初次见面，回答同样用该句)welcome to our hotel欢迎光临！good bye 再见You are welcome / not at all / It’ s mypleasure 不用谢！thank you very much 非常感谢I’m sorry 很抱歉Excuse me 打搅一下！go upstairs/downstairs上楼/下楼This way please 这面请turn right/left 向右/左转go straight on 直走extra bed 加床how are you？fine .thank you！andyou？您好吗?很好!谢谢!您呢??price list 房价表general manager 总经理deputy general manager副总经理general manager’s assistant总经理助理sales department 销售部executive office 总经理办公室front office 前台部food and beverage department餐饮部personal department人力资源部shopping arcade 商场financial department 财务部security department 安全部purchasing department 采购部engineering department 工程部G: guest 客人R: room attendant 楼层服务员1. showing the guests to the room 为客人带路R: Good morning, sir and madam. Welcome to International peace hotel!G: Good morning. Are you a room attendant?R: Yes, I can. What can I do for you?G: Yes. Where is room 2708,please.R: It’s along here. I can show you to your room.(after a while).Here it is.(The room attendant knocks at the floor first. opens it. and precedes the guests into the room and turns on the lights).This way ,please.G: Thank you very much.R: It’s my pleasure! And wish you have a nice trip in HeFei!2. Making up the room.Dialogue one:(The room attendant knock at the door. Then the door opened)R: Good morning! May I clean your room now?G: Well, Thank you! Please come back about 20 minutes.R: Sorry to disturb you. I will come back later. Have a nice day.Dialogue Two:R: Good morning, madam. May I come through, please?G: Good morning! It’s almost 11 o’clock. and my room hasn’t been made up it.R: I’m sorry, madam. I’ll be there as room as I finish this one.G: How along will it take? R: About 10 minutes.Dialogue Three:R: Good morning, sir and madam. May I do the turn-down service for you new?G: Oh, thank you! Would you tidy up a bit in the room? It’s quite a mess now.R: Yes, It’ll just be finished in a few minutes!(After a while)R: It’s growing, dark. Would you like me to draw the curtains and turn on the lights for you!G: Why not! That would be comfortable!R: And three are today’s newspaper, You can read it at anytime you want!G: Oh. Thank you so much!R: I’m always at your service! Good night!3. Laundry service.洗衣服务Dialogue one:G: Good afternoon! I want to have some laundry.R: Yes, sir. just leave it in the laundry bag and sign your name and room number on the laundry list. G: What can I get it back?R: Tonight at 6:00pm.by regular service./Since it is already 3:00pm.you can get them back before 12:00 at tomorrow noon. by regular service.G: Can it be more quickly?R: Express service is avail aide. You can get it back with 4 hours. but it ’s 50% more than the regular service.G: OK, I’ll choose the express service!Dialogue two:R: Excuse me, Sir and Madam. Your clothes are ready. Will you see if they are all right?G: Very good. G: Air conditioner is not cool/heat enough.R: Here you are. R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are G: Oh, How nice! Your hotel’s laundry service is excellent. up to cheek if for you.R: Thank you !That’s just what we should do. Dialogue three4. Repairing G: There is no water in the shower head. Can you call someone to fix it for me.Dialogue R: We’ll call the engineer immediately. I’m sorry for any inconvenience.G: Excuse me! 5. Room serviceR: Yes? G: What would like to take our lunch in our room. Could you bring it here?G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on. R: Yes .Of course. Our hotel provides very good room service, sir.R: Well, There is a switch on the beddable, Did you turn on it? G: Very nice. When should me order our lunch?G: Yes, I’ve done is.R: At any time you want. You may dial “2619”to call the room service section directly to order R :I’m sorry. May I have a look at it? breakfast, lunch or dinner.(Trying to fix it, but in rain) G: By the way. What should we do with the plates when we finish eating?R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. R: You can call me to clean it up, or just leave them outside you room.(She leaves the room. Five minutes later. There is a knock on the door). G: Oh, I see. Thank you.R: Housekeeping, May I come in? 6. Miscellaneous servicesG: Yes. Dialogue oneR: Good evening! We are going to check your TV set. R: Good morning. Dear Madam!(Electncian finishes the repairing) G: Good morning. Will you de me a favor?R :Dear sir, everything is OK now, Is there anything dse I can do for you? R: Sure.G: No, Thanks very much! G: I’d like to have some glasses?R: It’s my pleasure .And with you have a sweet evening! R: How many would you like?Dialogue two G: Three.R: Good evening! What’s the matter sir? R: Yes, we’ll send them up right away.Dialogue twoG: The air in the room is stale. Can you do something about it?R: Do you mind if we spray air freshener?/ Do you mind me open the windows for a little whule. G: No go ahead!R: Thank you very much for you understanding!Dialogue threeG: Will you do me a favor? Miss?R: Certainly sir.G: This is my first visit to HeFei. I wonder if your hotel has the morning call service.R: Yes, sir. At what time do you want me to call your up?G: At 6:00 sharp tomorrow morning. please.R: What kind of call would you like. By phone or by knocking at the door?G: By phone. I don’t want to elistrub my neighbors.R: That’s very kind of you sir. Well, I’ll tell the operator to call you up at 6:00 tomorrow morning. G: Thanks!R: My pleasure, sir! Sleep well and have pleasant dreams.Dialogue FourR: Good morning. What can I do for you?G: Yes. I’d like to check out my room. But I want to have the breakfast first!R: Well, Is that any luggage in your room?G: Yes, a lot of luggage.R: I see. I’ll contact the bell service center to get you luggage there. And after you finish your breakfast. You can come to the Front desk to check out your room and get back your luggage directly!G: Wonderful! Thank you!R: You are welcome!Dialogue fiveG: I left my key in the room. Would you open the door for me?R: Sorry, Due to the security reasons. I can not open the door for you. Please contact the front desk. Dialogue sixR: Housekeeping. May I come in?G: Yes, What’s the matter?R: Your smoke detector is flashing, sir. Is the anything burning in your room!G: No, I’ve been smoking a cigar. That’s all.R: May I check your room sir!G: Sure, go ahead.(Checks the room)R: Thanks, sir. I’m sorry to have disturbed you.G: Oh. That’s all right.R: The detector is very sensitive. So if you smoke nest time, Please open the window.G: Oh, That’s all right.R: The detector is very sensitive. So if you smoke nest time. Please open the window.G: Thank you for your suggestion.R:I hope you can stay here happily. And anytime you need half. Just call me! See you!G: Thanks. Bye-bye.新增加部份：1.开门G: I ’m the guest from 1817.And I left key in the room/My key isn ’t available. Would you open thedoor for me?R: I’m sorry. Let me past you call. Thonght to the front desk. Then after they check the identity with you. I’ll call the attendant open the door for you. OK?2.G: When can I take my breakfast?R: You can have your breakfast on the second floor from 6:30am to 9:30am.3.G: I want to have two pokers?R: The pokey is at the price of 10 yuan a box in cash. Including 54 sheets. The ototle price is 10 yuan. Is that OK?4.G: I have to check out my room. And my room number is 1314.R: Well. Please go the front office on the first floor with you luggage. I ’ll call the room attendant to cheek out your room.G: Hello. May I have two more cans of cola? My room number is 1211.R: Of course. I ’ll call the altendant send it to you. Please sign your name and room number on the winelist.6.G: I’m the guest lived in room 2705 two ays before. And I cheeked my room yesterday. I want to ask whether the attendant have found a neck lace in my room.R: Please wait a moment. Lat me check it. Novo your necklace is kept in service center. You can get it back in three months with you indontity card.或者：R: I’m sorry. We haven’t taken any nate about it. Please leave your phone number. After we seek the room again. We’ll contact with you.7.G: I want to get my clothes back.R: Well. What time did you have the laundry?G: At1 ．(先生)普通对熟悉的男士的尊称，后面加之姓氏，例如：Mr zhang 张先生。

2018-酒店前台接待礼仪必学英语-推荐word版 (4页)

本文部分内容来自网络整理，本司不为其真实性负责，如有异议或侵权请及时联系，本司将立即删除！== 本文为word格式，下载后可方便编辑和修改！ ==酒店前台接待礼仪必学英语前台作为酒店客人来去中转站，有着非常关键的作用，今天一起来学习下酒店前台礼仪!酒店前台电话礼仪物品准备在平时我们工作的时候就应该在电话旁边准备好纸和笔，方便记录客户电话内容。

左手拿话筒大多数人习惯用右手拿起电话听筒，但是，在与客户进行电话沟通过程中往往需要做必要的文字记录。

在写字的时候一般会将话筒夹在肩膀上面，这样，电话很容易夹不住而掉下来发出刺耳的声音，从而给客户带来不适。

为了消除这种不良现象，应提倡用左手拿听筒，右手写字或操纵电脑，这样就可以轻松自如的达到与客户沟通的目的。

接听时间在电话铃响三声之内接听，如果有事情耽误了接听电话的时间，在接到客户电话时应该首先向其道歉。

保持正确的姿态接听电话过程中应该始终保持正确的姿势。

一般情况下，当人的身体稍微下沉，丹田受到压迫时容易导致丹田的声音无法发出;大部分人讲话所使用的是胸腔，这样容易口干舌燥，如果运用丹田的声音，不但可以使声音具有磁性，而且不会伤害喉咙。

因此，保持端坐的姿势，尤其不要趴在桌面边缘，这样可以使声音自然、流畅和动听。

此外，保持笑脸也能够使来电者感受到你的愉悦。

重复电话内容电话接听完毕之前，不要忘记复诵一遍来电的要点，防止记录错误或者偏差而带来的误会，使整个工作的效率更高。

例如，应该对会面时间、地点、联系电话、区域号码等各方面的信息进行核查校对，尽可能地避免错误。

道谢最后向客户道谢是基本的礼貌，来者是客，以客为尊，千万不要因为不直接面对客户而认为可以不用搭理他们。

还有就是切记在电话结束之后要让客户先收线挂电话，我们再挂掉电话。

酒店前台接待服务礼仪规范仪态礼仪规范酒店前台接待人员是酒店的形象代言人，或称酒店的门面。

因此要求前台接待坐、立、行、走，端正自然，保持良好的精神风貌。

酒店前台接待英语培训资料

Thank you for staying in our hotel.
4
道歉语
I am sorry.
Excuse me.
I’m sorry. It’s my fault. Sorry to have kept you waiting. Sorry to interrupt you.
I’m sorry about this.
告别语:
See you later.
Good night.
See you tomorrow.
Goodbye and thank you for coming.
Goodbye and hope to see you again.
Have a nice trip. Have a nice trip home.
N/A (No Answer) 无应答
TBA (To Be Advised) 等待通知
10
VIP (Very Important Person) 重要客人 CIP（Company Important Person）公司重要客人 P/F (Pay For) 为….付费 P/B (Pay By) 由….付费 RSVN (Reservation) 预定 AR (Account Receivable) 应收帐 CONF (Confidential) 保密 GSTS (Guest Satisfaction Tracking System) 客人满意 CXL (Cancellation) 预订取消 N/S (No Show) 预订未到
17
Service code
RG (Regular guest回头客)
FV (First visitor第一次入住的客人)
AS (Airport send off送机) II (Instant check in快速登记)

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。

超五星级酒店培训大全上海瑞吉

超五星级酒店培训大全上海瑞吉THE ST. REGIS SHANGHAI上海瑞吉红塔大酒店培训活动纲要Task: Checking Availability任务: 查看可卖房Code序号: RM-RES-D020Objectives: At the end of this session,Reservations Sales Agent will beunderstanding how to accepting roomreservations according to inventoryavailability.目的: 在课程结束的时候，预订部销售文员应懂得如何按照酒店的可卖房情况来销售房间。

Standard ：1.Reservation Sales associates willaccept room bookings subject toverification of room inventory andavailability status.2.Reservation Sales associates willaccurately check the availability forthe room type and period of stayrequested by the inquirer. Whennumber of rooms or specific roomtypes requested are not available,the Reservation Sales associate willoffer alternatives and options basingon availability to promote thebooking.标准:1.预订部销售文员应在查看酒店可卖房之后与客人确认预订。

2.预订部销售文员应按照客人所要求的房间类型及入住日期查看是否有此类型房间，当客人所要求的房型我们已没有时，基于我们的可卖房向客人推荐其他选择，并想办法促销房间。

THE F&O DEPT酒店前厅部培训知识(中英文版)

前厅员工服务标准
• • • • • • • • • • • • • • • • • • • • 外表整洁与得体。 Look neat and well groomed. 给客人立即的注意。 Give the guest immediate attention. 工作自豪感。 Show pride. 热情的且微笑的迎接客人。 Greet the guest warmly and with a smile. 全神贯注听。 Listen actively. 保持眼睛接触。 Maintain eye contact. 使用客人的名字称呼客人。 Use guest name. 保护客人的隐私。 Protect guest′s name. 总是提供更多的援助。 Always offer additional assistance. 总是理解客人的要求并尽可能令客人满意。 Always take of a guest requests or as helpful as possible.
前厅员工应知应会项目
熟悉酒店所有的服务设施，服务项目。了解酒店的组织体系，各部门的职责及有关负责人的姓名。熟悉前厅部的有关政策与程序。熟悉民航的最新时刻和票价。熟悉列车的最新时刻和票价。了解主要景区与周围景区的距离，抵达方法和预计抵达时间。了解酒店附近的医院名称、电话号码、地址。了解主要景区内的各主要银行名称、地址、电话号码。熟悉本区的市内交通情况。熟悉本区各参观浏览点的名称、概况、特色以及与酒店间的距离，交通安排。 • 掌握时差的计算方法。 • 了解本区的大型百货商场及著名餐厅的地址和经营特色，营业时间。 • 了解市区休闲娱乐的地点、项目、交通方式及大致价格 • • • • • • • • • •
酒店前厅部

酒店前台英语培训教材

the card> This is your room key, your room number is 6301, that’s on the third floor.
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
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
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?

五星级酒店英语培训管理手册_修改版

五星级酒店英语培训手册English Training Manual目录CONTENTSForeword 1 前言Part One 3 第一部分Courtesy English 基本礼貌用语Part Two 22第二部分Front Office Service 前厅服务Part Three 35 第三部分Housekeeping Service 客房服务Part Four 52 第四部分Food and Beverage Service 餐饮服务Part Five 71 第五部分Recreation Service 康乐服务前言Foreword步入全球知识经济时代后，中国饭店业与国际接轨日趋紧密。

英语作为一种国际语言，是酒店员工与外宾交流的主要语言工具，已成为酒店员工需要掌握的一项基本技能。

为进一步提高员工的英语水平，酒店人力资源部特编写了这本英语培训手册，以方便员工随时学习。

学以致用，是我们学习的最终目标。

愿您不断在工作中找到学习的动力，在交流中获得分享知识的乐趣。

人力资源部AS the world tool or a basic ability for guests. This English Training Manual is compiled by the Human Resources Department for the staffs study and improvement.Put what we learn into practice. Wish you would obtain motivation of the study from your working, and benefit from the learning.Human Resources Department 基本礼貌英语Courtesy English一、欢迎问候语Welcome and Greeting1、Good morning (afternoon, evening),sir (madam).早上（下午，晚上）好，先生（夫人）。

五星级酒店前台专用英语

management 经营、管理rack rate 市价package rate包价group rate 团队价cashier's desk 兑换处check-out time 退房时间voucher 证件price list 价目表check, cheque 支票sign (动)签字form 表格reservation 预订reception desk 接待处house use 酒店使用executive floor 行政楼层tip 小费reservation desk 预订处luggage office 行李房spare (形)多余的postpone (动)延期cancel (动)取消traveler’s cheque 旅行支票pay (动)付款fill (动)填写administration 管理、经营note 纸币registration desk 入宿登记处lobby 大堂luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费bill 账单change money 换钱procedure 手续、程序up grade 升级information desk 问询处luggage label 行李标签overbooking 超额订房reasonable (形)合理的cash (动)兑换keep (动)保留、保存bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表■ 电话服务operator 电话员house phone 内部电话special line 专线dial a number 拨号码hold the line 别挂电话can't put somebodythrough 接不通ordinary telegram 普通电话Wake-up call service 叫醒服务Switchboard 总机Area code 区号Extention 分机receiver 听筒city phone 城市电话telephone number 电话号码replace the phone 挂上电话Line, please. 请接外线。

五星级酒店前台专用英语

五星级酒店前厅专用英语饭店英语基本词汇management 经营、管理rack rate 市价package rate包价group rate 团队价cashier's desk 兑换处check-out time 退房时间voucher 证件price list 价目表check, cheque 支票sign (动)签字form 表格reservation 预订reception desk 接待处house use 酒店使用executive floor 行政楼层tip 小费reservation desk 预订处luggage office 行李房spare (形)多余的postpone (动)延期cancel (动)取消traveler’s cheque 旅行支票pay (动)付款fill (动)填写administration 管理、经营note 纸币registration desk 入宿登记处lobby 大堂luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费bill 账单change money 换钱procedure 手续、程序up grade 升级information desk 问询处luggage label 行李标签overbooking 超额订房reasonable (形)合理的cash (动)兑换keep (动)保留、保存bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表■ 电话服务operator 电话员house phone 内部电话special line 专线dial a number 拨号码hold the line 别挂电话can't put somebody through 接不通ordinary telegram 普通电话Wake-up call service 叫醒服务Switchboard 总机Area code 区号Extention 分机receiver 听筒city phone 城市电话telephone number 电话号码replace the phone 挂上电话Line, please. 请接外线。

国际酒店前厅礼仪培训英文

HOTEL ORIENTATION AND FRONT OFFICEALLALLHOTEL ORIENTATION (3)FRONT OFFICEALLDEPARTMENT ORIENTA TION (4)ALL FRONT OFFICE STAFFGUEST RELATIONS SKILLS (7)UNIFORM SERVICESSENIOR PORTERATTEND SHERA TON GUEST SATISFACTION SYSTEMTRAINING (11)ALLALLMAINTAINING A PROFESSIONAL APPEARANCE (12)GENERALFOR ALL JOB CATEGORIESTASKS WINNERHOTEL ORIENTA TION SHERA TON ALICE SPRINGS DEPARTMENT ORIENTA TION SHERA TON FIJI RESORT GUEST RELATIONS SKILLS SHERA TON FIJI RESORTA TTEND SHERATON GUESTSA TISFACTION SYSTEM TRAINING SHERATON ALICE SPRINGS MAINTAINING A PROFESSIONALAPPEARANCE SHERA TON ROY AL ORCHIDDEPARTMENT: ALL JOB CATEGORY: ALLHEAD: G. M. APPROV AL: DATE:TASK: HOTEL ORIENTA TIONSTANDARD:EVERY EMPLOYEE WILL ATTEND A GENERAL HOTEL ORIENTATION WITHIN SEVEN DAYS OF COMMENCEMENT, CONDUCTED BY THETRAINING MANAGER.PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPINGSUPERVISOR, THE DA TE, TIME, AND VENUE FOR THE GENERALORIENTATION.2.THE NEW EMPLOYEE WILL COMPULSORIL Y ATTEND THE ORIENTA TION3.THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINED A T THEORIENTATION IN THE ASSISTING OF GUESTS AND IMPROVEMENT OFA TTITUDE.DEPARTMENT: FRONT OFFICE JOB CATEGORY: ALL HEAD: FRONT OFFICE MANAGER G. M. APPROV AL: DATE:TASK: HOTEL ORIENTA TIONSTANDARD: ALL FRONT OFFICE STAFF WILL BE FAMILIAR WITH THE FUNCTION OF THE FRONT OFFICE, AND THEIR PARTICULAR ROLEWITHIN IT. THEY WILL KNOW AND WORK WITHIN THERULES AND REGULA TIONS OF THE FRONT OFFICE, ANDSTRICTL Y ABIDE BY THEM.PROCEDURE:1.I n t r o d u c t i o n o n t h e r o l e o f t h e F r o n t o f f i c e d e p a r t m e n t i nt h e S h e r a t o n F i j i R e s o r t,c o v e r i n g a l l a s p e c t s o f g u e s t r e l a t i o n s,s e r v i c e s,a n d i n p a r t i c u l a r t h e s t a n d a r d s o f t h e a b o v e r e q u i r e d,o n e b y o n e i n t e r v i e w s w i t h g r o u pf e e d b a c k w i l l a c c o m p a n y t h i s.2.R u n d o w n o n t h e t r a i n i n g s c h e d u l e f o r e a c h e m p l o y e e a n dw h a t t h e t r a i n i n g i n v o l v e s,p l u s t h e i m p o r t a n c e o f e a c he m p l o y e e g i v i n g100%w h e n a t t e n d i n g t r a i n i n g s e s s i o n.3.T h e F r o n t O f f i c e s t r u c t u r e a n d s t r i c t l i n e o f c o m m a n d w i l lb e b r i e f e d u p o n w i t h t h e a i d o f t h e o r g a n i z a t i o nc h a r t. T h ei m p o r t a n c e o f a d h e r i n g t o t h i s l i n e o f c o m m a n d w i l l b eh e a v i l y s t r e s s e d.4.T h e f i v e p r i n c i p l e i n t e r n a l F r o n t O f f i c e D e p a r t m e n t s i.e.R e c e p t i o n,R e s e r v a t i o n s,P.A.B.X.,C o n c i e r g e a n d B e l lD e s k w i l l e a c h b e d i s c u s s e d w i t h r e f e r e n c e t o“T h eI m p o r t a n c e o f I n t e r-D e p a r t m e n t R e l a t i o n s.”T h e m a n y t a s k s o f t h e F r o n t O f f i c e t h a t r e q u i r e i n p u t f r o m m o r e t h a n o n e F r o n t O f f i c e a r e a w i l l b e d i s c u s s e d.PROCEDURES: (c o n t i n u e d)5.R u l e s a n d r e g u l a t i o n s w i l l b e i s s u e d i n a h a n d o u tC o v e r i n g t h e F r o n t O f f i c e o p e r a t i o n.T h e i m p o r t a n c e o fa b i d i n g b y t h e r u l e s a n d r e g u l a t i o n s w i l l a l s o b e s t r e s s e d.6.A l l s t a f f w i l l b e g i v e n a t o u r o f t h e p r o p e r t y i n c l u d i n gF r o n t O f f i c e a n d w i l l r e c e i v e a b r i e f i n g o n o u t l e t s,s e r v i c e s o f f e r e d e t c.7.A l l S t a f f w i l l b e i n f o r m e d o f t h e p e r s o n n e l f u n c t i o n s o f t h eF r o n t O f f i c e D e p a r t m e n t i.e.:-a)W h o h i r e s e m p l o y e e s?b)W h o c o n d u c t s o r i e n t a t i o n o f n e w e m p l o y e e s?c)C o m p l a i n t p r o c e d u r e.d)W h o c o n d u c t s o n g o i n g t r a i n i n g?e)D e p a r t m e n t m e e t i n g p r o c e d u r e.f)D i s c i p l i n a r y a c t i o n p r o c e d u r e.FRONT OFFICE DEPARTMENT RULES AND REGULATIONS1.T h e F r o n t O f f i c e m a n a g e r a n d a l l o t h e r S e n i o r D e p a r t m e n tH e a d s w i l l b e a d d r e s s e d a s M r.…o r M r s.………2.A l l F r o n t O f f i c e S t a f f w i l l w e a r t h e i r c o r r e c t u n i f o r m a t a l lt i m e s a n d e n s u r e i t i s i n g o o d c o n d i t i o n.3.A l l F r o n t O f f i c e S t a f f w i l l b e p u n c t u a l f o r w o r k w i t h o u te x c e p t i o n.4.A l l S t a f f w i l l w o r k t h e h o u r s s p e c i f i e d a n d s h i f t s a l l o c a t e do n t h e r o s t e r w i t h o u t q u e s t i o n.5.A l l S t a f f w i l l r e s p e c t a n d o b e y t h e i r S u p e r v i s o r s a t a l lt i m e s a n d w i l l r e s p e c t a n d c o-o p e r a t e w i t h t h e i r p e e r s.6.A l l S t a f f w i l l c a r r y o u t t h e i r j o b s t o t h e D e p a r t m e n t a lS t a n d a r d s r e q u i r e d a n d e n s u r e t h i s i s d o n e w i t h a ne f f i c i e n t f r i e n d l y a t t i t u d e.7.F r o n t O f f i c e w i l l c o-o p e r a t e w i t h a l l o t h e r H o t e lD e p a r t m e n t s a t a l l t i m e s.PROCEDURES: (c o n t i n u e d)8.A l l S t a f f w i l l a b i d e b y t h e r u l e s g o v e r n i n g s i c k l e a v ep r o c e d u r e a n d a n n u a l l e a v e p r o c e d u r e.9.A l l S t a f f w i l l t h o r o u g h l y k n o w a l l r e l e v a n t h o t e le m e r g e n c y a n d s af e t y p r o c e d u r e s.10.A l l F r o n t O f f i c e S t a f f w i l l r e m e m b e r t h e“G u e s t i s o u rB u s i n e s s”a n d c a r r y o u t t h e i r w o r k a c c o r d i n g l y.11.A l l S t a f f o f t h e F r o n t O f f i c e w i l l s p e a k E n g l i s h a t a l l t i m e sw h e t h e r s p e a k i n g t o f e l l o w e m p l o y e e s o r n o t.STANDARDS AND PROCEDURESDEPARTMENT: JOB CATEGORY:FRONT OFFICE ALL FRONT OFFICE STAFFHEAD: FRONT OFFICE MANAGER G. M. APPROV AL: DATE:TASK:GUEST RELA TIONS SKILLSSTANDARD: ALL FRONT OFFICE STAFF OF THE SHERATON FIJI RESORT ARE FULL Y TRAINED IN THE REQUIRED RELATION SKILLSAND ABLE TO EFFECTIVEL Y USE THESE GUEST RELA TIONSKILLS IN ALL ASPECTS OF THEIR DAY TO DAY JOBTASKS.PROCEDURE:1.F r o n t o f f i c e s t a f f a r e t r a i n e d i n t h e v a r i o u s g u e s t r e l a t i o n ss k i l l s r e q u i r e d f o r t h e e x e c u t i o n o f t h e i r d a i l y d u t i e s.S k i l l s c o v e r e d a r e r e l a t e d t o t h e f o l l o w i n g d a y t o d a y s i t u a t i o n s:-a)A n s w e r i n g o f t e l e p h o n e s.b)G r e e t i n g o f g u e s t.c)C o m p l a i n t h a n d l i n g.d)G e n e r a l g u e s t c o n t a c t.e)G u e s t r e q u e s t a n d i n q u i r y h a n d l i n g.f)C h e c k i n g-i n a n d c h e c k i n g-o u t g u e s t s.g)G u e s t f a r e w e l l h a n d l i n g.h)E l d e r l y a n d h a n d i c a p p e d g u e s t c o n t a c t.2.U t i l i s a t i o n o f g u e s t r e l a t i o n s k i l l s i n t h e a b o v e s i t u a t i o n sa r e o u t l i n e db e l o w:-a)A n s w e r i n g o f t e l e p h o n e sb) A t a s k t h a t a l l s t a f f i n t h e h o t e l h a v e t o p e r f o r m a n d at a s k t h a t r e q u i r e s g u e s t r e l a t i o n s k i l l s t o b e c a r r i e d o u tp r o p e r l y.A l w a y s a n s w e r t h e t e l e p h o n e c o r r e c t l y s u c ha s,“G o o d m o r n i n g,S h e r a t o n F i j i R e s o r t.H o w m a y Ih e l p y o u?”i f t h e c a l l i s f r o m o u t s i d e t h e h o t e l.I f t h ec a l l i s i n t e r n a l,y o u s h o u ld s a y,“G o o dm o r n i n g/a f t e r n o o n/e v e n i n g,R e s e r v a t i o n s D e p a r t m e n t,F i o n a s p e a k i n g,”d e p e n d i n g o n w h i c h a r e a r e c e i v e s t h e c a l l.W h e n t a l k i n g o n t h e t e l e p h o n e b e e x t r e m e l y p o l i t e a t a l l t i m e s a n d k e e p a s m i l e i n y o u r v o i c e. A c a l l e r w i l l s u m y o u u p b y y o u r t o n e o f v o i c e!N e v e r s h o u t t h r o u g h t h e t e l e p h o n e o r r a i s e y o u r v o i c e. K e e p y o u r m o u t h 2 i n c h e sf r o m t h e m o u t h p i e c e,s p e a k c l e a r l y a n d l a s t b u t n o tl e a s t,t h a n k c a l l e r f o r c a l l i n g a n d w i s h t h e m a p l e a s a n td a y.G r e e t i n g o f g u e s t sG u e s t r e l a t i o n s k i l l s a r e e x t r e m e l y i m p o r t a n t f o r t h ee x e c u t i o n of t h e s e d u t i e s.R e m e m b e r a l w a y s t og r e e ta n y g u e s t y o u c o m e i n t o c o n t a c t w i t h.I f t h e g u e s t h a sj u s t a r r i v e d a t t h e h o t e l,w e l c o m e t h e m w a r m l y t o t h e S h e r a t o n F i j i R e s o r t. I f t h e g u e s t i s m o r n i n g/ a f t e r n o o n/e v e n i n g.U s e g u e s t s’ n a m e w h e n e v e r p o s s i b l e.c)C o m p l a i n t h a n d l i n gM a n y F r o n t O f f i c e S t a f f w i l l f a c e a g u e s t c o m p l a i n t a t s o m e s t a g e.S k i l l s t o r e m e m b e r a r e;a l w a y s f i r s t l i a i s o n t o t h e c o m p l a i n t,a n d b e c o n c e r n e d n o m a t t e r l i g h t t h ec o m p l a i n t i s.I f t h e c o m p l a i n t i s t h e h o t e l’s f a u l t,a p o l o g i z e s i n c e r e l y t o t h e g u e s t a n d r e c t i f y t h e p r ob l e mi m m e d i a t e l y i f p o s s i b l e. E v e n i f t h e c o m p l a i n t i s n o t t h eh o t e l’s f a u l t,a p o l o g i s e t o t h e g u e s t a n d e x p l a i n t h a t i ti s n o t t h e f a u l t o f t h e h o t e l a n d t h e n t r y t o r e c t i f y t h ec o m p l a i n t i m m ed i a te l y. F o r s e r i o u s c o m p l a i n t s, n o t if y aS e n i o r M a n a g e r.d)G e n e r a l G u e s t c o n t a c tT h e m a j o r i t y o f F r o n t O f f i c e S t a f f w i l l b e i n c o n t a c t w i t h h o t e l g u e s t s r e g u l a r l y. A l w a y s g r e e t t h e g u e s t f i r s t u s i n g t h e i r n a m e w h e n e v e r p o s s i b l e.N e v e r i g n o r e ag u e s t a n d n e v e r p a s s a g u e s t w i t h o u t a c k n o w l e d g i n gt h e m.e)G u e s t r e q u e s t a n d i n q u i r y h a n d l i n gM a n y g u e s t s w i l l s t o p t h e f i r s t h o t e l s t a f f m e m b e r t h e y s e e i f t h e y h a v e a r e q u e s t s o r i n q u i r y.O t h e r g u e s t s w i l ld i re c t t h e i r r e q u e s t s, e t c. t o t h e a p p r o p r i a t e d e p a r t m e n t.N o m a t t e r w h i c h s i t u a t i o n s e v e n t u a t e,a l w a y s b ei n t e r e s t e d,l i s t e n t o t h e g u e s t’s r e q u e s t o r i n q u i r y a n do f p o s s i b l e,a c c o m m o d a t e t h a t r e q u e s t.S h o u l d y o u b e u n a b l e t o h e l p,e x p l a i n t h e s i t u a t i o n t o t h e g u e s t a n d t h e n p o l i t e l y e s c o r t t h e m t o a m e m b e r o f t h e s t a f f w h oc a n h e l p. A l w a y s b e c o u r t e o u s a nd he l pf u l.f)C h e c k i n g-i n a n d c h e c k i n g-o u t g u e s t sF o r a l l g u e s t s c h e c k i n g-i n a s s t a t e d i n b),D o o r m a n a n dp o r t e r s m u s t w e l c o m e t h e m s i n c e r e l y t o t h e S h e r a t o nF i j i,a n d e s c o r t t h e m t o t h e F r o n t D e s k,a l l o w i n g t h e mt o w a l k i n f r o n t.O n a r r i v a l a t t h e R e c e p t i o n,i n t r o d u c e t h e R e c e p t i o n i s t t o t h e g u e s t.R e c e p t i o n i s t w i l l g r e e t t h e g u e s t w i t h a b i g s m i l e a n d w i l l s a y“i t i s a p l e a s u r e t o h a v e y o u s t a y w i t h u s M r.a n d M r s.J o n e s.”D u r i n gc h e c k-i n,m a i n t a i n e y e c o n t a c t a t a l l t i m e s.D o n o t l o o kd o w n a t t he c o m p u t e r w h i l e s p e a k i n g t o t h e g u e s t. T h e r ei s n o n e e d!F o r g u e s t c h e c k-o u t,m a i n t a i n e y e c o n t a c t,a n d d o n o ta p p e a r u n i n t e r e s t e d.S a y f a r e w e l l t o t h e g u e s t w a r m l ya n d w i s h t h e m a s a f e t r i p.R e q u e s t t h e m t o r e t u r n t o t h eS h e r a t o n F i j i.g)G u e s t f a r e w e l l h a n d l i n gI t i s e x t r e m e l y i m p o r t a n t t h a t a l l s t a f f,w h e n i n c o n t a c tw i t h g u e s t s d e p a r t i n g t h e h o t e l,w i s h t h e m a w a r mf a r e w e l l a n d a s a f e t r i p h o m e.F r o n t O f f i c e c a s h i e r,P o r t e r s a n d D o o r m a n m u s t e f f i c i e n t l y a n d c o u r t e o u s l ya s s i s t t h e g u e s t w i t h t h e i r c h e c k-o u t,a n d a s k t h e m t or e t u r n t o t h e h o t e l o n t h e i r n e x t h o l i d a y.S h o w g u e s t s t h a t y o u c a r e……PROCEDURE: (c o n t i n u e d)h)E l d e r l y a n d h a n d i c a p p e d g u e s t c o n t a c tW h e n d e a l i n g w i t h e l d e r l y a n d h a n d i c a p p e d g u e s t s,t a k e e x t r ac a r e.A s s i s t t h e m w h e n e v e r r e q u i r ed a n d c he c k o n t h e m o n ar e g u l a r b a s i s.STANDARDS AND PROCEDURESDEPARTMENT: JOB CATEGORY:UNIFORM SERVICES SENIOR PORTERHEAD: G. M. APPROV AL: DATE:TASK:ATTEND SHERATON GUEST SA TISFACTION SYSTEM TRAININGSTANDARD: EVERY NEW EMPLOYEE WILL A TTEND THE FOUR SHERATON GUEST SA TISFACTION SYSTEM WITHIN TWO MONTHS OFCOMMENCEMENT OF EMPLOYENT.PROCEDURE:1. THE NEW EMPLOYEE WILL ASCERTAIN, FROM THE HOUSEKEEPINGSUPERVISOR, THE DATE, TIME AND VENUE FOR EACH S.G.S.S.STANDARD.2. THE NEW EMPLOYEE WILL COMPULSORIL Y ATTEND, COMPLETE THEFOUR STANDARDS.3.THE NEW EMPLOYEE WILL USE THE KNOWLEDGE GAINEDTHROUGH A TTENDANCE TO IMPROVE ATTITUDES, AND IN CO-OPERATION WITH WENIOR PORTER THE OTHER HOTEL EMPLOYEES, CREATE A BETTER GUEST EXPERIENCE.STANDARDS AND PROCEDURESDEPARTMENT: ALL JOB CATEGORY: ALLHEAD: G. M. APPROV AL: DATE:TASK: MAINTAINING A PROFESSIONAL APPEARANCESTANDARD:ALL GUEST SEE WELL-GROOMED STAFF WITH A VERY SMART APPEARANCE, SMILING FACES, AND RECEPTIVEMANNER A T ALL TIMES.PROCEDURE:A. C l e a n l i n e s s o f t h e B o d y1.Ta k e a b a t h f r e q u e n t l y.2.A p p l y d e o d o r a n t.3.Av o i d u s i n g t o o m u c h p e r f u m e o r t a l c u m.B.P o s t u r e4.A l w a y s h o l d t h e b o d y e r e c t,w i t h s t r a i g h t h e a d a n ds h o u l d e r s.D o n o t r u n o r l e a n o n p i l l a r s,c h a i r s,t a b l e s,w a l l s o r s e r v i c e s t a t i o n s.S t a n d a t a s s i g n e ds t a t i o n i n a n a t t e n t i v e a n d r e c e p t i v e m a n n e r.C.S k i n5.K e e p i t c l e a n a n d c l e a r,w a s h o f t e n,d r i n k p l e n t y o fw a t e r a n d o b t a i n e n o u g h s l e e p a n d e x e r c i s e.I f i t i st o o d r y,a p p l y s k i n c r e a m.D.H a n d s a n d N a i l s6.Wa s h h a n d s a f t e r l e a v i n g t h e t o i l e t a n d w a s h r o o m.K e e p f i n g e r n a i l s s h o r t a n d c l e a n.D o n o t w a t e rb r i g h t o r d a z z l i n g n a i l p o l i s h.E.H a i r7.K e e p h a i r n e a t,g l o s s y,h e a l t h y-l o o k i n g,a n d f r e e f r o md a n d r u f f,c h o o se a h a i r s t y l e t h a t s u i t s t h ef a c e,a n ds h a m p o o h a i r e v e r y o t h e r d a y.F e m a l e s t a f f s a r e n o te n c o u r a g e d t o k e e p m o r e t h a n s h o u l d e r-l e n g t h h a i r,a sl o n g h a i r t e n d s t o a p p e a r m e s s y a n d u n h y g i e n i c.T h o s eh a v i n g l o n g h a i r m u s t h a v e i t t i e d u p n e a t l y.D o n o t a p p l yr i b b o n s o f v a r i o u s b r i g h t c o l o u r s.F.T e e t h8.B r u s h t e e t h a s o f t e n a s p o s s i b l e,a n d r i n s e t h e m o u t hc o n s t a n t l y. I f w e a r i n gde n t u r e s, r e m e m b e r t o h a v e t h e m o nw h e n o n d u t y.G.E a r s9.A v o i d w e a r i n g c o l o r f u l a n d f a n c i f u l p l a s t i c e a r r i n g s s i n c et h e y w i l l n o t s u i t t h e h o t e l u n i f o r m s.H.F e e t10.K e e p y o u r f e e t c l e a n a n d t o e n a i l s t r i m m e d.F o o t p o w d e ri s r e c o m m e n d e d i f t h e f e e t s m e l l.I.S h o e s11.We a r o n l y c o r r e c t-s i z e d s h o e s a n d t h e r e s h o u l d b e e n o u g hr o o m f o r t h e f e e t t o m o v e.F e m a l e s h o u l d a v o i d w e a r i n gv e r y h i g h-h e e l e d s h o e s.B l a c k-c o l o r e d a n d w e l l-p o l i s h e ds h o e s a r e r e q u i r e d f o r a l l s e r v i c e p e r s o n n e l.J.S t o c k i n g s/S o c k s12.We a r o n l y b l a c k s o c k s(M a l e)a n d s k i n-c o l o r e d s t o c k i n g si f n e c e s s a r y(F e m a l e)w i t h o u t a n y c o l o r f u l o r d e c o r a t i v es t r i p s.K.U n i f o r m s13.We a r o n l y c l e a n a n d w e l l-p r e s s e d u n i f o r m s t h a t a r e f r e e o fs t a i n s.T h e u n i f o r m s h o u l d f i t c o m f o r t a b l y w i t h m a t c h i n gb u t t o n s. C o l l a r s h a v e t o b e p r e s s e d a n d i n g o o dc o nd i t i o n.I f t h e j a c k e t i s w o r n o u t,i t s h o u l d a l w a y s b e b u t t o n e d a n dw e l l p r e s s e d,a n d t h e t i e o r b o w w o r n w i t h i t m u s t b es t r a i g h t.T H I N G S T H AT S E RV I C E P E R S O N N E L S H O U L D B E AWA R E O F W H I L E O N D U T Y-D o n o t s c r a t c h y o u r h a i r-D o n o t f u s s o v e r f a c e,h a i r,o r n e c k-D o n o t p i c k n o s e,e a r s,a n d t e e t h-D o n o t s q u e e z e p i m p l e s i n t h e s e r v i c e a r e a-D o n o t c h e w g u m o r s w e e t s-D o n o t s i n g,e a t/d r i n k,o r t e a s e e a c h o t h e r i n p u b l i c a r e a-D o n o t c o m b h a i r o r d o t h e m a k e-u p i n t h e d i n i n g o r k i t c h e n a r e a-D o n o t s m o k e-D o n o t d r i n k a l c o h o l b e f o r e r e p o r t i n g t o w o r k-D o n o t c o u n t y o u r t i p s i n f r o n t o f t h e c u s t o m e r s o r i n t h e s e r v i c ea r e a-D o n o t p u t h a n d(s)i n p o c k e t(S)-D o n o t a r g u e w i t h c u s t o m e r s/c o-w o r k e r s o r i m m e d i a t e b o s s-D o n o t r e a d a n y n e w s p a p e r s/m a g a z i n e s-D o n o t l i s t e n t o c u s t o m e r s’p e r s o n a l c o n v e r s a t i o n s-D o c o v e r y o u r m o u t h w h e n y a w n i n g,s n e e z i n g o r c o u g h i n g-D o n o t w e a r e x c e s s i v e j e w e l r y.M a l e s s h o u l d n o t w e a r b r a c e l e t s P r e p a r e d b y:F＆B M a n a g e r。

星级酒店培训纲要中英文对照

星级酒店培训纲要中英文对照星级酒店培训纲要中英文对照Star Hotel Training Outline1.员工礼仪1. Employee etiquette员工礼仪是星级酒店服务的重要组成部分，良好的礼仪能为顾客提供良好的服务。

员工礼仪包括形象、言语、动作等方面。

Employee etiquette is an important part of star hotel service. Good etiquette can provide good service for customers. Employee etiquette includes image, language, movement and other aspects.2.服务技能2. Service skills服务技能是星级酒店服务中必不可少的一部分，包括技巧、知识、细节等方面。

服务技能是提高顾客体验和提升酒店服务质量的重要手段。

Service skills are an indispensable part of star hotel service, including skills, knowledge, details and other aspects. Service skills are important means to improve customer experience and enhance hotel service quality.3.预定管理3. Reservation management预定管理是星级酒店运营中重要的一环，包括预订、预付款、预付订金、修改和取消预定等方面。

良好的预定管理可以提高酒店的营收和满意度。

Reservation management is an important part of star hotel operation, including booking,prepayment, pre-deposit, modification and cancellation of reservation and other aspects. Good reservation management can improve the hotel's revenue and satisfaction.4.前台接待4. Reception of front desk前台接待是星级酒店服务的第一道防线，包括前台接待和处理客人问题等方面。

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