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Hotel EnglishCourseware Unit•Hotel receptionEnglish•Hotel RoomService English•English forHotel CateringServices•Hotel Business Center English•Hotel LeisureandEntertainment English•Hotel emergency responseEnglish01Hotel receptionEnglishWelcome to the hotelAssistcustomers withtheirGreen customersin afriendly andluggageand provideinformationprofessional managerabout the check-in processIntroduce the hotelfacilities andservicesavailableInquiry aboutcustomer needsAskcustomers abouttheir preferences,such asroom type,bedding,andamenitiesProvide informationabout availableroom optionsand amenities,andanswer anyquestions customersmay haveRecommendadditional servicesor facilitiesthat mayinterest thecustomer,such asaccommodations,spa treatments,or fitnesscentersHandling check-in proceduresCollectnecessary informationfor Processthe check-in paperworkInform guestsaboutthelocation ofcheck-in,including identification,and provideguests withtheir roomtheir room,the checkout time,andmethod ofpayment,and anykeys and any relevantinformation anyrelevant hotelpoliciesspecial requests02Hotel RoomService EnglishIntroductionto Room Facilities•Bathroom FacilitiesIntroductionto RoomFacilitiesToiletBathtubShowerIntroduction to Room FacilitiesHandbasinWashbasinMirrorIntroduction to RoomFacilities•Towel rail/towel ringIntroductiontoRoomFacilities•Bottom waterIntroductiontoRoomFacilitiesSoapTootpaste andTootbrushIntroduction toRoom FacilitiesDentalflowRazor andsharing creamProvide cleaning servicesDailyCleaningMake thebedSweep thefloorProvide cleaningservicesClean thebathroom01Replace theused towelswith newones02Refull thetoys asneeded03Provide cleaningservicesCheck andreplace thelines andpillowcases1Check andreplace thematress covers2Wipe downthe furnitureand fixtures3ProvidecleaningservicesDusting andpolishing ofsurfacesEmpty andclean thetrash binsRoomserviceRoom ServiceDelivery Orderingfood and drinks fromthe menuFunctionaldelivery of the ordereditems to the Ensuring that the guest issatisfied withtheguests roomquality,temperature,and presentationof thefoodand drinksdeliveredHandling anyspecial requestsor dietaryCollecting paymentfor theroom serviceorderrestrictions thatthe guestmay haveand handlingany refunds or changestotheorderif necessary03English forHotel CateringServicesRestaurant reservation serviceReservation Procedure01Greeting thecustomer andinquiring aboutthe reservation02Confirming thereservation detailssuch asdate,time,party size,and03special requestsRestaurantreservationservice•Providing thecustomer withconfirmation of thereservation andpossible cancellationpolicyRestaurant reservationservice01020304Id like to confirmyourKey PhrasesGood event,may Ihelp Iwill needa creditcard toreservationfor[date]atyou witha restaurantsecure yourreservation.[time]with[party size]reservationguests.Order service01Ordering Process02Taking theorder bylisteningto thecustomers preferencesanddietary restrictionsOrderserviceRe co rdi ngth eEnsuring thattheorder accuratelyorder isfulfilledand promptlyaccurately andin atimelymannerConfirming theorderwith thecustomerbeforesubmissionOrder serviceKeyPhrasesWould youlike tostart withan appellantor asoupOrder serviceWhatwould youliketodrinkYour orderis:[list the items ordered].Do youwantanything elseCheckoutserviceCheckout ProcedureGreettheguestand presentthe billCollectpayment andprocess anynecessaryrefundsor adjustmentsCheckout service•Provide areceipt andthank theguest for stayingCheckout serviceKeyPhrases Hereis yourbill foryour stay.Do youneed anyassistance withyour luggageThank youforstaying at ourhotel.We hopetosee youagain soon.04Hotel BusinessCenter EnglishProvideconfidential servicesAnswerand transferincoming callsUseappropriate greetingsand politelanguage,transfer callstotheappropriateperson ordepartmentTyping andfaxing servicesProvidetyping andfaxing servicesfor guests,and ensureconfidentialityFiling andphotocopyingAssist guestswith documentFiling andphotocopying asneededMeeting roomreservation serviceAssistguests inbooking meeting roomsAnswer questionsabout availablemeetingroomoptions,facilities,and pricesArrangefor cateringservicesCoordinate withthe cateringdepartment to provide foodanddrinksfor meetingsProvideaudio equipmentAssistin arrangingfor projectscreens,audio systems,and othermeeting equipmentInstructionsfor UsingBusinessCenterEquipmentOperating instructionsfor computersProvideguidance onusing thecomputer system,including loggingin,email,and internetaccessInstructions forusing faxmachinesExplain howto sendand receivefax,including paperinsertion,dialing,andmachine operationUsermanuals forother equipmentProvideprinted orelectronic copiesof usermanuals forprinters,scanners,andother equipment05Hotel Leisureand EntertainmentEnglishFitnessroom servicesSummaryUnderstandthe usageof fitnessfacilities and equipment,and mastercommonEnglish expressions for fitnessservices.Detailed descriptionIntroducethe facilitiesandequipmentofthegym,such astreadmills,dumbbells,yoga mats,etc.,and howto usethese devices.How toinquireabout customerneeds andprovide correspondingservices,such aspersonalcoach appointments,fitness courseconsultations,etc.Swiming PoolServicesSummary DetaileddescriptionFamiliar withthe rulesand serviceprocesses ofIntroducetheopening hours,water temperature,swimming pools,and proficientin commonlylifeguards,and otherinformation oftheused Englishexpressions forswimming services.swimming pool.Teach howtoprovideswimmingservices to guests,including rentingswimmingequipment,providing towels,beverages,andother services.Teach howto handleemergencysituations,such asdrowning,first aid,etc.SPA andmass servicesSummaryDetailed descriptionUnderstandthe serviceprocess andprecautions Introducethe serviceprocess of SPA andofSPA and massage,and mastercommon Englishmassage,including stepssuch asappointment,expressionsforSPA and massage services.bathing,andmassage.How tointroduce thebenefitsofSPAandmassagetoguests,and howtorecommend differentservice itemsbased ontheirneeds.Teach howto handlespecial requestsandprecautions fromguests,such asmassageintensity,allergies,etc.06Hotel emergencyresponse EnglishHandlingcustomer complaintsAcceptingthe complaintExplaining theaction tokenRecognizingthe guestscomplaint andDescribing thesteps tokento addressshowingempathy theissue andensuring theguest issatisfiedApologizingOffering compensationExpressingsecrets forany Ifappropriate,offering someform ofinconsistencycaused andpromising compensationorastyle ofgoodwillimprovementDealing withemergency situationsAlertingthe relevantstaffImmediately informingthe hotelsemergencyresponseteamand ensuringthey areprepared tohandle thesituationAssessing thesituationGathering informationto determinethe natureof theemergencyandanypotential risksImplementingsafety measuresEnsuringguests areevaluated toa safetyarea,if necessary,andproviding firstaid orother emergencyassistanceCoordinating withexternal agenciesLiaisingwith localemergency services,policy,or firedepartmentsto ensurea coordinatedresponseHandling lossitems forguestsAssisting inreporting Searchingfor thelost Offeringalternatives Securityfuture itemsthe loss itemHelpingguests tofile aConducting athrough Ifthe itemcannot beAdvising guestson howtoreport onany lossitems searchofthehotels found,offering alternativesprevent futureloss andandobserving relevantpromises andinquiring withsuch asreplacing orensuring theirfeel safeanddetails staffto locatetheitemcompensating forthelosssecure whilestayingatthehotelTHANK YOU。