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Practical HotelEnglishCourseware目录•Hotel receptionEnglishCONTENTS•Hotel RoomService English•English forHotel CateringServices•Hotel BusinessService English•English forHotel Leisureand EntertainmentServices01Hotel receptionEnglishWelcome guestsGreenguests warmAssist guests withand professionallyc he ck-i nproceduresIntroducethe hotelfa ci li ti es an dservicesInquiry about customerneedsAsk aboutguests preferencesand Assist guestswithmaking ding,requirements spaor otherreservationsProvide informationon availableroomtypes andamenitiesFarewell guestsSaygoodbye to guests Thankguests forstaying atAssistguestswith checkoutpolitely andprofessionally the hotel proceduresand provideinformationon localattachmentsandtransportation02Hotel RoomService EnglishIntroductionto RoomFacilitiesLighting equipment01Familiar with the lightingequipment in the room,such asdesklamps,floor lamps,night lamps,etc.,able toaccurately describetheirpurpose andcharacteristics.Air conditioningand heating02Understand and be able to describe the operationof airconditioningand heatingin the room,including temperatureregulation,wind speedcontrol,etc.Windows andcurtains03Familiar with the openingand closingmethods ofwindows andthepulling methodsof curtains,so thatcustomers canadjustaccording to their needs.Room cleaningserviceCleaning frequencyUnderstandand be able todescribethecleaning frequencyof the room,such asdaily,weekly,monthly,etc.,as wellas theservice contentof differentfrequencies.Cleaning itemsFamiliarwith cleaningitems invarious areasof theroom,such asbedpreparation,bathroom cleaning,tabletop wiping,etc.,and ableto accuratelydescribethem.Special requirementsUnderstandthe specialcleaning requirementsof customers,such assmoke-freetreatment,pet cleaning,etc.,andbe abletomeet themin atimely manner.Room maintenanceservicesFacility maintenanceUnderstandthe maintenanceprocess offacilities intheroom,such aslight bulbreplacement,faucetmaintenance,etc.,in orderto promptlysolve customerproblems.Furniture maintenanceFamiliarwith themaintenance methodsof furnitureintheroom,such asthe careof woodenfurniture,leather sofas,etc.,to maintainthe lusterof furnitureand extendits servicelife.Emergency handlingUnderstandthe possibleemergency situationsand handlingmethods intheroom,such aswaterleakage,power failure,etc.,in orderto respondpromptly andensure thesafety ofguests.03English forHotel CateringServicesOrderserviceOrdering foodand drinksGreetingthe customerand takingtheir orderExplainingthe menuand specialtiesOrderservice01Recommendations arebasedon customerpreferences02Confirming theorder andaddressingany dietaryrestrictions orpreferencesOrder service01020304Inquiryaboutany specificOrderingadditional itemsOffering avariety ofUpdating theorder ifrequests,such asaor servicesbeverages,desserts,or necessary,such asaddingdifferent type of breadorside dishesor removingitemssauceRestaurant checkoutserviceProcessing paymentGivingthe customera receiptand explainingthe paymentoptionsRunning the customers creditcard orprocessing theircash paymentRestaurantcheckout serviceHandlingany issueswithpayment,such asa discardedcardor arequest fora refundThankingthe customerfor theircompassionand offering a receiptand any relatedloyalty ormembershipinformationRestaurant checkoutserviceHandling specialrequestsInquiry aboutany specificrequests,suchas ato gobox oran extranapkinOffering tobox upleftovers orprovidetakeout containersExplainingthe restaurantspolicies ontippingor discountsRestaurantComplaint HandlingRecognizingthe complaintThankingthecustomerfor bringingthe issuetotheirattentionExpressing emotionand willingnessto resolvethe problemRestaurantComplaint HandlingGatheringinformationAsking fordetails aboutthe complaint,such aswhat happened,when itoccurred,and whowas involvedRestaurantComplaint Handling•Taking notesor recordingthe informationtoensure accuracyRestaurantComplaint HandlingApologizingSayingsorry forany inconveniencecausedand promisingto makethings rightOfferingcompensation ormaking amends,such asofferingadiscount,free meal,orrefundRestaurant ComplaintHandlingResolving the issue01Immediately correctingany missesor problemsthat02occurredExplaining howtheissuewill beprevented inthe future0304Hotel BusinessService EnglishMeetingroom reservationserviceMeeting room reservation proceduresHotelstaff should beableto explainthe meetingroomreservationprocessclearly,including thetypeofrooms available,capacity,andanyadditionalservices thatcan beprovidedConfirmation andCancellation PoliciesGuestsshouldbeinformed ofthe hotelscancellation policyfor meetingroomreservations,including anypenalties forcanceling orchanging areservationSpecial RequestsHotelstaff shouldbeableto handleany specialrequests fromguests,such asrequestsfor specificequipment orlayouts formeeting roomsBusinessCenter ServicesOfficeand ConfidentialServicesBusiness Centershould offerbasic officeservices,such astyping,photocopying,and faxingConferenceEquipment RentalHotel guests canrent conferenceequipment likeprojectors,screens,and audiosystemsfor theirevents ormeetingsEvent PlanningAssistanceHotel staffcan provideassistance withevent planning,including findingsuitablevenues,arranging cateringservices,and bookingentertainmentBusiness negotiationtranslation servicesLanguageInterpretation ConfidenceTranslationServices AssuranceHotelcan providetranslation Interpreterscan assistin real-Hotel guaranteestheservices forbusiness timetranslation ofbusiness confidenceof allinformationnegotiations,ensuring thatall negotiations,allowing relatedto businesspartiesinvolved canparticipants tounderstand negotiations,protecting theunderstandand communicateeach othersmessages withoutinterests ofguests andclientseffectively delay05English forHotel LeisureandEntertainment ServicesFitnessroom services1Equipment Introduction2Instructing GuestsHotelguests may not be family withthe fitness Hotelguests may not be family withthe fitnessroom equipment,so itis importantto provideroom equipment,so itis importantto provideclearand simpleexplanations aboutthe clearand simpleexplanations abouttheequipment andits usageequipment andits usage3Offering PersonalizedAdvice4Cleanliness andSafetyHotel guestsmaynotbefamilywiththefitnessHotelguestsmaynotbefamilywiththefitnessroom equipment,so itis importantto provideroomequipment,so itis importantto provideclearand simpleexplanations aboutthe clearand simpleexplanations abouttheequipment andits usageequipment andits usageSwimingPool Services1Pool Rulesand Etiquette2Lifeguard ServicesIt is importantto communicatepool rulesand It is importantto communicatepool rulesandetiquette to guests,including theappropriate etiquettetoguests,including theappropriateattribute for swimming,the useof pooltools,and attributefor swimming,the useof pooltools,andthe importanceof notsplashing othersthe importanceof notsplashing others3Pool Maintenance4Guest ServiceItis importantto communicatepool rulesand Itis importantto communicatepool rulesandetiquette toguests,including theappropriate etiquettetoguests,including theappropriateattribute forswimming,the useof pooltools,and attributeforswimming,the useof pooltools,andthe importanceof notsplashing othersthe importanceof notsplashing othersBeautyand hairdressingservices1Service Introduction2Personalized ServiceItis essential to clearly introduce the beauty andItis essential to clearly introduce the beauty andhairdressing services available at the hotelto hairdressingservices available at thehotel toguests,including servicessuch astactics,tactics,guests,including servicessuch astactics,tactics,haircuts,and stylinghaircuts,and styling3Hygiene andSafety4Guest ServiceItisessentialtoclearlyintroducethebeautyandItisessentialtoclearlyintroducethebeautyandhairdressing servicesavailableatthehotelto hairdressingservicesavailableatthehotel toguests,including servicessuch astactics,tactics,guests,including servicessuch astactics,tactics,haircuts,and stylinghaircuts,and 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