前台英语培训
酒店前台英文培训计划
酒店前台英文培训计划Introduction:The front desk of a hotel is often the first point of contact for guests, and it is essential for front desk staff to have strong English communication skills in order to provide excellent service and ensure guest satisfaction. This training plan is designed to improve the English language proficiency of front desk staff members through a series of interactive and practical activities, as well as theoretical knowledge sessions.Goals:- To improve the English communication skills of front desk staff- To enhance the ability of front desk staff to handle guest inquiries and requests in English - To build confidence in using English in a professional setting- To provide practical language skills for handling common front desk scenarios- To improve overall guest satisfaction and experienceTraining Content:1. English Language Fundamentals:- Basic English grammar and sentence structure- Common English vocabulary and phrases used in a hotel front desk setting- Intensive listening and speaking exercises- Role-playing activities for practical application of language skills2. Handling Guest Inquiries:- Effective communication strategies for understanding and responding to guest inquiries - Dealing with difficult or demanding guests in English- Active listening techniques to ensure clear understanding of guest requests- Effective problem-solving in English3. Telephone Skills:- Proper telephone etiquette in English- Taking and delivering messages accurately in English- Handling guest complaints and requests over the phone in English- Making reservations and handling cancellations in English4. Check-in and Check-out Procedures:- The English vocabulary and phrases for check-in and check-out procedures- Understanding and explaining hotel policies and services in English- Effective use of guest information systems in English- Handling payment and billing inquiries in English5. Concierge Services:- Providing recommendations and assistance to guests in English- Arranging transportation and making reservations for guests in English- Assisting with luggage and other guest services in English- Communicating with other hotel departments in English for guest requests6. Cross-cultural Communication:- Understanding and respecting cultural differences in communication- Adapting communication style to meet the needs of guests from different cultural backgrounds- Building rapport and establishing trust with guests from diverse cultural backgrounds - Overcoming language barriers and misunderstandings through effective communication Training Methods:- Interactive language workshops facilitated by experienced language trainers- Role-playing activities to simulate real-life front desk scenarios- Group discussions and presentations on specific language topics- Simulated phone conversations with feedback and coaching- Language lab sessions for intensive listening and speaking practice- Guest speaker sessions on cross-cultural communication and building rapport with guests Training Schedule:Week 1:- Introduction to English language fundamentals- Basic vocabulary and phrases for hotel front desk- Role-playing activities for check-in and check-out proceduresWeek 2:- Handling guest inquiries and requests in English- Telephone skills training- Intensive speaking and listening exercisesWeek 3:- Check-in and check-out role-playing scenarios- Concierge services vocabulary and phrases- Cross-cultural communication and understanding cultural differencesWeek 4:- Practical application of language skills in front desk scenarios- Simulated phone conversations and feedback sessions- Language lab sessions for intensive listening and speaking practiceWeek 5:- Guest speaker session on cultural communication- Group discussions on cross-cultural communication- Role-playing activities for concierge servicesWeek 6:- Final assessment and evaluation of language skills- Review and feedback session- Certificate presentation for successful completion of English training program Conclusion:Improving the English language proficiency of front desk staff is crucial for delivering exceptional guest service and ensuring guest satisfaction. This training plan provides a comprehensive and practical approach to enhancing language skills, as well as buildingconfidence and effectiveness in using English in a hotel front desk setting. Through a combination of theoretical knowledge, interactive activities, and practical application, front desk staff members will gain the necessary skills and confidence to communicate effectively with guests and handle a wide range of front desk scenarios in English.。
前厅英语培训计划方案
前厅英语培训计划方案The lobby is the first impression visitors receive, making the fluency of English spoken there crucial. Our training program aims to equip front desk staff with practical communication skills.Our curriculum is tailored to the hospitality industry, focusing on common phrases and scenarios that are likely to be encountered daily. Interactive sessions will be a core component, allowing participants to practice in a supportive environment.We understand the importance of cultural nuances in communication, hence our training will also cover etiquette and expressions that resonate with international guests, ensuring a warm and welcoming atmosphere.To ensure effectiveness, the training will be conducted in small groups, allowing for personalized attention and immediate feedback. This approach fosters a deeper understanding and quicker mastery of the language.Our trainers are native English speakers with extensive experience in the hospitality sector, ensuring that the training is both authentic and relevant to the workplace.Continuous assessment will be an integral part of the program, with regular evaluations to track progress andprovide constructive feedback. This ensures that the learning is not only engaging but also measurable.Finally, the training program will culminate in a mock scenario where participants can demonstrate their newly acquired skills in a realistic setting, preparing them for real-world interactions in the lobby.By the end of the course, our goal is to have a front desk team that can confidently engage with guests in English, enhancing the overall guest experience and reflecting positively on the hotel's reputation.。
前厅英语培训(2)
.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 wayplease.我带你到你房间，请这边走。
7.Is this all your luggage? Is this all youhave?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 behere 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 WesternCoffee 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 listcome in please.请问你上哪层楼，先生？电梯来了，请进。
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。）
前厅部英语培训教程
前厅部英语培训教程1. 迎接客人 Good morning Good afternoon Good eveningI ’m glad to meet you. 很高兴见到您2. 提供帮助May I help you?(比较委婉)Can I help you?What can I do for you?Is there anything I can do for you?3. 询问姓名、房间号、电话等情况时May I have your name? How to spell?May I have your room number?May I have your telephone number?4. 表示祝愿Have a nice day with us. (祝您在我们酒店居住愉快)Enjoy your stay with us.Have a pleasant journey. /Have a good trip.(祝您旅途愉快)5. 客人离店时Thank you for coming. 谢谢您的光临。
We hope to see you again. 希望再次见到你。
Welcome to our hotel again.We are looking forward to your arrival.(我们期待着您的到来)We look forward to seeing you soon.6. 听不清对方的话时I ’m sorry, I don ’t understand. 对不起，我没有听懂。
I ’m sorry, would you speak slowly? 对不起，您可以讲慢一些吗？I ’m sorry, I didn ’t hear clearly, would you repeat it? 对不起，我没有挺清楚你能在重复一遍吗?I ’m sorry, I beg your pardon? 对不起，请您再说一遍好吗？7. 请稍等时Just a moment/minute , please . 请稍等。
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
• Free internet access免费上网
酒店前台英语培训
9
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！。
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!。
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》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。
前厅部英文培训 Front Desk English Training
Front Desk English Training前厅部英文培训一、Professional Words in Opera Opera常用术语解释1.Register入住登记，办理手续登记内容包括客人姓名，生日，国籍，证件号码，签发机关，有效期，入境口岸，联络方式和客人核对房价信息，房号，房型所涉及到的英文单词有：Guest name, birthday, nationality, ID NO. (Identification Number), passport, issue, valid time, entrance port (harbor), communication, room rate/price/charge, room type, room number, floor, reservation2.Skipper故意逃账者，无行李或少行李的人，使用假支票或者假信用卡的人在账目中通常会造成押金不足涉及到的英文单词有：High balance, the deposit is not sufficient3.Upgrade升级，用于房间紧张时给有预定的客人，或者提高客人的接待规格涉及到的英文有：Free upgrade, benefit4.Early arrived在预定日期前到店的客人5.Connecting Room连通房涉及到的英文有：G：I have someone to take care of, can you arrange a connecting room for me? 6.Room Move换房，通常是客人房间内设施有问题，客人有投诉涉及到的英文有：G：There are some problem with the air condition, it won’t be hot/the temperature is too high,I can not fall to sleep.S: I will send our butler贴身管家/engineer staff工程人员to your room to check.I will change a room for you .7. House Use酒店人员用房8. Complimentary免费房，持免费房券入住者9.Profile客史资料，客人的信息以及其入住的记录涉及到的英文：History, stay information, last stay10.sleep out/discrepancy外宿办理入住登记了，实际却没有在酒店入住11.Walk-in事先无预定前来入住的散客mercial Rate/Corporate Rate公司协议价涉及到的英文：Discount, cheapG: Can you give me a cheaper price?S: Sir, this is a commercial rate, is has already have some discount.If you book 6 days earlier, you can have 90 percent discount13.Pressing给有预定的客人预先分房涉及到的英文：G：sir, we have already press/arrange the room for you , they are on the same floor.As now is just twelve o’clock and all our rooms are occup ied yesterday, yourroom is still cleaning now, can you wait in our club on the 19th floor, have arest, the staff there will notice you if the room is clean. Rate除去服务费的净收入涉及到的英文：Service rateG: Does this price including the service rate?S: Yes, it includes, it also contain two breakfast.15.Day Use半天房，早六点到晚六点的房间，超过此时间要收全天房费.S: Sir, right now we have to charge you the price of the whole day.16.Average Room Rate平均房价17.Guaranteed Booking担保订房，客人即使不来入住也要收取房费涉及到的英文：G: I will use the credit card as guarantee for the deposit, when check out I will pay for cash.18.DND=Do Not Disturb请勿打扰，在客房打DND灯涉及到的英文：G：Why my room is still dirty now, no one clean it、S：Sorry sir, because you turn on the DND Light, we will clean for you at once. 19.IDD/DDD国际、国内长途电话涉及到的英文：International direct dial, domestic direct dialG: How can I make a phone to America?S: You can dial the number 9 then the number of your country and district.20.No Show预定了，但是没有通知取消，最终当天又没有到店的预定。
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
前台英语培训一、常用英语单词General Manager 总经理Deputy General Manager 副总经理Department Manager 部门经理Assistant Manager大堂副理supervisor 主管waiter服务员cleaner 清扫员Front Office 前厅Front Desk 前台lobby bar 大堂吧international call 国际长途local call 本地电话long distance call长途电话Business Center 商务中心Chinese/Western Restaurant 中西餐厅Room/Housekeeping Center 客房中心toilet卫生间elevator 电梯single room 单人间double room 双人间standard room 标准间executive room 商务间suite 套房presidential suite 总统套房price/daily rate 房价check-in 登记入住check-out 结帐book/reservation预订copy 复印tape 打印fax 传真ticket booking 票务预订wake-up/morning call 唤醒服务make-up 清扫bill 帐单breakfast ticket早餐券room card 房卡key 钥匙credit card 信用卡passport 护照deposit 押金change 零钱I.D. Card 身份证二、常用英语会话1. Good morning (afternoon, evening), sir (madam).早上（下午、晚上）好，先生（夫人）。
2. How do you do? Glad to meet you.您好！（初次见面）很高兴见到您。
4. Welcome to our hotel (restaurant, shop).欢迎光临5. Wish you a most pleasant stay in our hotel.愿您在我们宾馆过得愉快。
6. I hope you will enjoy your stay with us.希望您在我们宾馆过得愉快。
7. Have a good time!祝您过得愉快！电话用语：8. WangTai international Hotel, Can I help you? 望泰国际大酒店，我能帮您什么吗？9. Sorry, I’ve dialed the wrong number.对不起，我拨错号了。
10. May I speak to your front office manager? 能和你们前台经理说话吗？11. Sorry, he is not in at the moment.对不起，他现在不在。
12. Would you like to leave a message?您要留口信吗？13. Pardon. I beg your pardon.对不起，请再说一遍，好吗？祝贺语：15. Happy birthday!生日快乐！16. Happy New Year!新年快乐！17. Merry Christmas!圣诞快乐！18. Have a nice holiday!假日快乐！答谢和答应语:20. Thank you (very much).谢谢您（非常感谢）。
21. Thank you for your help感谢您的帮助。
23. You are welcome. Not at all.不客气。
不用谢。
24. It’s my pleasure.非常高兴为您服务。
26. Thank you for staying in our hotel.感谢您在我们酒店下榻。
27. I’m sorry.很抱歉。
28. Sorry to have kept you waiting.对不起，让您久等了。
征询语：32. May I help you? What can I do for you?我能帮您什么吗？我能为您干点什么？33. Yes, please. Just a moment, please.好的。
请稍等一下。
1．自己要做什么事时，就使用May I ~May I have your name, please?请问尊姓大名May I have your check-out time, please?请问您什么时候结帐离开？May I see your passport, please?请让我看一下您的护照好吗？May I know your nationality, please?请问您的国籍是什么？2．麻烦客人时，可使用Could you ~Could you fill out the form, please?请您填写这张表格好吗？Could you write that down, please?请您写下来好吗？Could you draft the fax, please?请您写下传真的草稿好吗？Could you hold the line, please?请不要挂电话好吗？3．询问客人的喜好或是做什么时，可使用Would you ~Would you like tea or coffee?请问您要喝茶还是咖啡？Would you like to take a taxi?请问您要搭计程车吗？Would you mind sitting here?请问您介意坐在这里吗？** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。
When would you like to visit Foshan? 请问您想要何时参观佛山？When would you like to have lunch?请问您想在哪里用餐？What time would you like to eat?请问您想何时用餐？Who would you like to contact?请问您想和谁联络？Which kind of room would you prefer?请问您喜欢哪一种房间？How would you like to settle your bill?请问您的账单如何处理？How long would you like to stay?请问您要逗留多久？How many tickets would you like to buy?请问您要买几张票？4．在提供建议协助、征求意见时，可使用Shall I ~ 或Would you like me to do ~? Shall I draw the curtains?请问需要我把窗帘拉上吗？Shall I draw you a map?请问要我为您画一张地图吗？Shall I make the reservation for you?请问要我为您安排预约吗？（二）招呼语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 evening, Ms. May I help you?晚上好，小姐，请问我能为您服务吗？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。
I would like to apologize for the mistake.为这个错误我深致歉意。
5.客人对自己说“Thank you.”时回答You are welcome.不客气。
Thank you, sir.谢谢您，先生。
Thank you very much.非常感谢您。
6.交给客人某些东西时，可以说Here you are.您要的东西在这里。
Here is your room key.这是您的房间钥匙。
Here it is.这是您的东西。
7．当客人准备离开时，可以说：Have a nice day.祝您有美好的一天。
Please enjoy your stay祝您住宿愉快。
We hope to see you again soon.希望不久能再次见到您。
Thank you for staying with us.谢谢光临。
8．当客人的英语难以理解时面对客人的疑问，不要只是一味地傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment, please.”, 然后请求他人协助。
Pardon?对不起？Pardon me?对不起？I beg your pardon?对不起请再说一遍好吗？Could you repeat that, please?请您重复一遍好吗？若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：Excuse me, sir. Do you mean you lost your room key？不好意思，先生，您是说您丢了房间的钥匙？电话英语的应对1．接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。
例如：“Hello, this is Information Desk.”您好，这里是问询处。