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Hotel English Code PPTCourseware•English codefor hoteldepartment目录•Common Englishterms used in hotelsCONTENTS•Hotel Englishpolitical language•Hotel Englishemergency response•Hotel EnglishDaily Management01CHAPTEREnglish codefor hoteldepartmentFrontOffice EnglishCodeReception serviceMaster how to use English forBooking servicecustomerreception,includingcheck-in andcheck-out services.Able tomake roomreservations,cancel reservations,and modifyreservationsin English.Consulting serviceAble to answercustomer inquiriesCashier servicesin English abouthotel facilities,Master commonEnglishsurrounding attractions,etc.expressions forcheckout,check-out,foreign currencyexchange,and othercashier services.English codefor housekeepingdepartmentRoom cleaningserviceMaster how to useEnglish forroom cleaning,changing sheets,towels,and other services.Room maintenanceserviceable tohandle customer complaints andrepair requestsregardingfacility malfunctionsin English.Room serviceAble to provideroom servicessuch aswater delivery,mealdelivery,laundry,etc.in English.Room inspectionserviceAfter thecustomer checksout,they canconduct aroominspection in English andrecord theroom condition.English codefor cateringdepartmentOrdering serviceBanquet ServicesAble to provideordering servicein English,Ableto provide one-stop services in Englishincludingintroducing dishes,inquiring aboutfor banquetbooking,decoration,and service.customer needs,etc.Beverage servicesMeal deliveryserviceMaster commonEnglish expressionsfor Ableto providemeal deliveryto theroom inalcoholpromotion,ordering,checkout,and English,ensuring foodquality andsafety.otherservices.Leisure DepartmentEnglish CodeFitnessservices EntertainmentSwimming poolBeauty andservicesservices hairdressingservicesAble toprovide gymusage Ableto introducevarious Master howtoprovide Abletoprovidebeauty andguides,appointment entertainmentactivities inswimming servicesin hairdressingappointments,coaches,and otherservices English,including SPA,English,including recommendations,andin English.massage,etc.precautions andsafety otherservicesin English.instructions.Marketing DepartmentEnglishCode•Market research:Masterhowto conductmarket researchin English,collect customer needs andfeedback.•Marketing strategy:Abletodevelop andimplement hotelmarketing strategiesinEnglishto increasehotel visibilityand occupancyrates.•Advertising:Abletowrite hoteladvertising copyinEnglishand promoteit throughvarious channels.•Customer RelationshipManagement:Masterhowto useEnglishforcustomer follow-up,satisfaction surveys,and othercustomer relationshipmanagement tasks.02CHAPTERCommon Englishtermsused inhotelsEnglish terminologyfor hotelfacilitiesFront DeskGuestRoomThe receptiondesk whereA roomin the hotel whereguestscheck inand outguests stayLobbyHotel GymThemain areaof the hotelA fitnesscenter locatedinwhere guestsgather,oftenthe hotelthat isavailable forincludinga seatingarea andguests to useabarEnglish terminologyfor hotelservicesHousekeeping LaundryServiceThe service provided by the A service provided by the hotelhotel toclean andmaintain guestto washand dryguest linesandrooms clothingRoomService ConciergeServiceA servicethat providesfood andAserviceprovidedbythe hoteldrinks to guests in theirrooms toassist guests with theirtravelneeds andrequestsEnglish jobtermination forhotel employeesManagerFront DeskAgentThe personresponsible foroverseeing Theperson whochecks guestsin andtheoperations of the hotelout atthe frontdeskHousekeeper Waiter/WaitressThe personresponsible forcleaning Theperson whoserves food andguest roomsdrinks to guestsinthe restaurantorroom serviceEnglishTerminology forHotel CateringCateringServiceA laCarte DiningDAserviceprovidedbythehotel toAdining experiencewhere guestsprovidefoodand drinks forevents orchooseindividual dishesfrom amenumeetingscompared toa setmenuCBBanquetBreakfast BufferAAlarge gatheringof people,often forAmeal whereguests canaspecial occasion,where foodandchoose froma varietyof fooddrinksare preservedoptionsfor breakfast03CHAPTERHotel EnglishpoliticallanguageCourtesy languageused inthe frontoffice•Greeting andFarewell:When receivingguests,use appropriategreetingand farewelllanguage,such asGoodmorning/afternoon/evening,welcome toour hoteland Goodbye,hope youenjoy yourstay.•Inquire aboutcustomer needs:When understandingcustomerneeds,use politeinquiry methodssuch asHowmay Iassist youtoday,sir/madam.•Provide informationand suggestions:Provide hotelfacilities,services,and eventinformation to guests,andprovide reasonablesuggestions,such asWe have a fitnesscenter andspa availablefor yourconvention.Wouldyou like to book a session.•Handling Complaintsand Issues:When facingcustomer complaintsor issues,remain calmand respondwithappropriate language,such asI apologizefor theinconvenience,I willdo mybest toresolve thismatter..Pole languageused bythe housemeetingdepartment•Cleaning and organizing aroom:When cleaningandorganizingaroom,maintain professionalismand politeness,such asI willmake upyourroom now,do you need anything else.•Change bed sheets and towels:When changingbed sheetsand towels,confirm with the guestif necessaryandapologize,such asI willchange yourbedsheetsandtowels,is thereanythingelseyouneedSorry fortheinconvenience..•Provide additionalservices:Provide additionalservices basedon customerneeds andpolitely askif youaresatisfied,such asI noticedyour shoesare cooked,would youlike meto shinethem foryou Ihope they meetyour satisfaction..•Responding tocustomer feedback:When facingcustomer feedbackor complaints,remain calmand useappropriatelanguage torespond,such asThank youfor yourfeedback,I willreport thisissue to themanagement..Pole languageused inthe cateringdepartment•Ordering service:When providingordering services toguests,usepolite language and ensuresmooth ordering,such asGood evening,may Itake yourorder Do you have any dietaryrestrictions orpreferences.•Introducing dishes anddrinks:When introducingdishesanddrinkstoguests,use professionalterminology andensureaccurate descriptions,such asThis isour signaturedish,it iscooked toperformance andcomes witharich sauce.We alsohaveafine selectionof winesfrom ourcell..•Serving and changing dishes:When servingandchangingdishes,make suretouse polite language and avoidtouchingthe guestshand,such asHere isyour maincourse,I willplace ithere.Would youlike totry ourfreshlybaked breadwith butter.•Responding tocomplaints andissues:When facingcustomer complaintsor issues,remain calmand useappropriatelanguage torespond,such asI amsorry if there wasany delayin service,I willensure thisdoes nothappenagain.Pole languageusedinthe LeisureDepartment•Provide activityinformation:When providingleisure activityinformation toguests,use politelanguage and ensure that guestsunderstand alldetails,such asWe havea varietyof activitiesavailableincluding yogaclasses,spa treatmentsand fitnesssessions.Would youlike to book a session.•Booking service:When bookingleisure servicesfor guests,use politelanguage and ensure thattheir bookingiscompleted smoothly,such asTo confirm,you wouldlike tobookaprivate yogasession fortwo people.Is thiscorrect.•Reminder toguests:When remindinggueststoparticipate inleisure activities,use politelanguage andensurethat theyunderstand relevantregulations andrequirements,such asPlease rememberto bringyour IDandwear appropriateattribute foryoga.We havelocks availablefor yourbelongings.•Responding tocomplaints andissues:When facingcustomer complaintsor issues,remain calmand useappropriatelanguage torespond,such asI apologizeiftherewere anyinconveniences,I willensure thismatteris addressedpromptly..Pole languageused bythe marketingdepartment•Promoting hotelproducts andservices:When promotinghotelproducts andservicestoguests,use politelanguageandensure thatthepromotion processis naturaland smooth,such asI wouldlike torecommendour signaturespa treatment,it isvery popularand hasreceivedexcellent reviews.Would youliketobookasession.•Provide hotel promotional information:When providinghotelpromotionalinformationtoguests,use politelanguageandensurethatguestsunderstand thepromotional detailsand restrictions,such asWe haveaspecial offeron ourwebsite forstays ofthree nightsor more.Would youliketotake advantageof thisoffer.•Collect market feedback:When collectingmarketfeedbackfrom customers,usepolitelanguageandensure thatcustomersare willingto sharetheir opinionsand suggestions,such asI wouldrecommend yourfeedback onourservices andproducts,it helpsus improveour offering.Doyouhaveanysuggestions orcomments.•Responding tocomplaints andissues:When facingcustomercomplaintsor issues,remain calmand useappropriatelanguage04CHAPTERHotel EnglishemergencyresponseHandling ofhidden illnessfor guestsRecognizingsymbolsIdentify thesigns ofIllness andassess theseverity ofthesituationAssisting guestsProvidebasic first aid andcomfort to the guestuntil medicalassistancearraysContacting medicalprofessionalsCall animbalance orcontact anearby hospitalto ensurepromptmedical attentionKeepingrecordsDocument theincident,including thesymptoms,actions taken,and the guests medicalinformation forfuture referenceHandlingof accidentalinjuries toguestsAssessing thesituationDetermine thenature andextent ofthe injury,and thenecessaryfirst aidmeasuresProviding firstaidAdminister basicfirstaid,such ashemostasis,bandaging,andproviding comfortto theguestContacting emergencyservicesCall formedical assistanceif necessaryAssistingguestswithfollow up careProvide informationon followupcareandensurethat theyreceiveappropriate medicalattentionHandling ofcustomer feltReportingthe incidentNotifythehotelmanagement and security personnelimmediatelySecurityevidencePreserve anypotential evidence,such assurvey footprintoreyewitness accountsAssistingguestsProvide supportand assistanceto theaffected guest,includingreporting theincident tothe policyif necessaryCoordinatingwith authoritiesCoordinatewiththepolicy orother lawenforcement agenciestoinvest inthe incidentCustomercomplaint handling•Recognizing thecomplaint:Thank theguest forbringing theissue toyourattention andexpress willingnessto addresstheir concerns•Listening activity:Listen attentivelytotheguests complaintand tryto understandtheir perspective•Offering apologiesand explanations:Apologize recentlyfor anyinconvenience caused,and provideexplanationsfor anyissues thatmay haveoccurred•Resolving thecomplaint:Take promptaction toresolve theissue,and followup withtheguestto ensurethattheir satisfactionhas beenrestored05CHAPTERHotel EnglishDailyManagementDaily management of hotelemployeesEmployee recruitmentEnsure that employeeshave thenecessary skillsand qualificationsfor theirpositions,including fluencyinEnglishand professionalethicsEmployee trainingProvideregular trainingto improveemployees Englishlanguage proficiencyandfamily withhotel operationsEmployeeevaluationRegularly evaluateemployees performance,including theirlanguage skillsandprofessionalism,to ensuretheymeetthe required standardsDaily managementof hotelhygieneSanitation standardsEstablishand enforcestrict hygienestandards forall areasofthehotel,including guestrooms,public areas,and foodpreparationareasInspection and cleaningRegular inspectionandcleanall areasofthehotel toensurethey arefree fromdirt,dust,and otherpollutantsTraining for staffProvide trainingforstaffon hydrogenepractices toensuretheir understandingand adapttotherequiredstandardsDailymanagementofhotel safetyFiresafety01Implement firesafety measures,including fireextensions,evaluation plans,and regularfire drillsSecuritymeasures02Ensurethatthehotelhas appropriatesecurity measuresin place,including CCTVcameras,security personnel,andsecurityentrysystemsEmergency preparedness03Develop emergencyresponse plansfor variousscenarios,including medicalemergencies,natural disasters,and otherpotentialcrisesTHANKS谢谢。