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Hotel EnglishTraining目录CONTENTS•Introduction•Basic knowledgeof hotel English•English expressionof variousdepartmentsin the hotel•Hotel ServiceEnglish Dialogue•Hotel EnglishPractical Exercise•Summary andOutlook01IntroductionTraining backgroundHotelindustrys growingChallenges facedby hotel staff:Importance of English in theglobalization:With theincreasing Manyhotel staffmembers mayhospitality industry:English istheglobalization of the hotelindustry,have limitedEnglish expertise,global languageof businessandprofitability inEnglish hasmaking itchallenging totourism,and it is essentialforbecome essentialfor hotel staff communicateeffectively withhotel staffto havea goodto communicate withinternational guestsThis canlead commandofEnglishto provideinternationalguests and ensure ato misunderstandings,guest exceptional service and ensurehigh qualityservice experiencedissatisfaction,and ultimatelyguest satisfactionaffectthe hotelsreputation andrevenueTrainingobjectives•Improve English communication skills:The mainobjective of hotelEnglish trainingis toimprove theEnglish communicationskills of hotelstaff,enabling themto communicatemore effectivelywithinternational guests•Enhance guestservice:By improvingEnglish proficiency,hotelstaffcan better understand guestneeds andprovideexceptionalservicethat meetsinternational standards•Increase revenue:A goodreputation forimproving qualityservice canlead toan increasein guestsatisfactionand ultimateresult inhigher revenuefor the hotel•Promote careerdevelopment:Improved Englishskills canalso helphotelstaffmembers in their careerdevelopment,enabling themto moveup withinthe hotelindustry orseek opportunitiesin otherrelatedindustries02Basic knowledgeofhotelEnglishCommon vocabularyused in hotelsCheck in:Check inCheck out:Check out0102Receptionist:Front desk receptionist RoomService0304Laundry ServiceDining Area:Restaurant Area0506Hotel CommonPhrasesThe elevatorsare locatedon theWouldyou likea singleor doubleleft side of the lobbyThe elevatorbedDo youneed asingle bedoris locatedon theleftsideof theadouble bedlobby.Do yourequire breakfastin themorningDo youneed breakfastserviceHotel EnglishcommunicationskillsSpeaking clearlyand politely:Use clearand politelanguage tocommunicatewith guests,ensuring theyunderstand andfeel respected.Active listening:Actively listento guestsneeds andquestions,and provideresponsesto ensuresmooth communication.Using appropriatebody language,such assmiling,eye contact,etc.,toenhance communicationeffectiveness.03English expressionof variousdepartmentsinthe hotelFront OfficeDepartmentReceiver ReservationistResponsible for checkingin andout guests,Handles hotelreservations,either byphone orhandlinginquiries,and providinginformation onlineThey communicatewith gueststo confirmabout the hoteland local area Key expressions or modify reservations,answer anyquestionsinclude greetingguests,checking availability,and about the hotel,and handlecancellations orhandlingrequests forearly checkin orlate checkchanges Keyexpressions includeconfirmingout reservation details,handling lastminutecancellations,and offeringspecial dealsorpackagesHouseeeping Department•Housekeeper:Responsible forcleaning guestrooms andmaintainingthe cleanlinessof the hotel Theyprepare roomsfor incomingguests,change linesand towels,andensure that theroom isin tiptopcondition Keyexpressions includecommunicating withguests aboutroomservice requestsor maintenanceissues andapologizing foranyinconvenience causedduring thecleaning process•Laundry Attendant:Responsible forhandling andcleaning alllines,towels,and uniformsused inthe hotelTheyensure thatall itemsare cleanand pressed,ready foruse Keyexpressions includecommunicating withhousekeepersabout thecollection oflaundry and handling anyspecial requests from guestsCateringDepartmentWaiter/WaitressServes food and drinks inthehotel restaurantor banquetfacilities Theytake orders,serve dishes,andhandle anyrequestsfromguests Keyexpressions include taking orders,offering menuoptions,andadapting forany delaysor missesin serviceBartenderResponsible for mixingand servingdrinksinthehotelbar Theyknow how to preparea varietyofcocktails,beverages,and spiritsKeyexpressionsincludetakingdrink orders,offering recommendations,andhandlingany queriesabout themenu ordrink specialtiesOtherdepartmentsEngineer:Responsibleformaintaining themechanical andelectrical systemsofthehotel,including plumping,airconditioning,and lightingsystems Theyrespond toany maintenanceissues reportedby guestsor staffKeyexpressions includeunderstanding reportsof malfunctioningequipment andimproving estimatedrepair timesSecurityOfficer:Responsibleforensuring thesafety andsecurity ofguests andstaff atthehotelThey Patroltheproperty,handle anysecurity breachesor incidents,and assistguests withany safetyconcerns Keyexpressionsinclude callingguests duringemergencies orsecurity alertsand providinginformation aboutsafety procedures04Hotel ServiceEnglish DialogueRoomreservation serviceReservationsbookingIt is important to understand theprocess ofbooking aroom,includingthe type of room,the numberof nights,and anyadditional requestssuch as aspecific bedtype ora smokingroomCancellation andmodificationHotel guestsmay need to cancelormodifytheir reservationIt isessential to knowhow to handle these requests politelyand effectivelyCheckin registrationserviceWelcoming the guestA warmwelcome isessentialtomake the guest feelat homeIt isimportantto greettheguestby name,if provided,and askif theyhaveany specificrequestsChecking inthe guestThisinvolves completingthe registrationprocess,including collectionidentificationdocuments,confirming thereservationdetails,andprocessing anypaymentsRoom service要点一要点二Order takingDelivering the orderGuests canorder roomservice ifit isavailable It is Oncetheorderhas beenplaced,it isimportant toimportanttounderstandhow totake orders,ensurethatit isdelivered promptlyand that theincluding thetypeoffoodanddrink requested,theguest is informedwhen itwill arriveItisalsotime theywould likeit delivered,and anyspecific essentialto ensurethat theorder iscorrect andthatinstructions forthe deliveryperson anyissues areresolved promptlyCateringservicesBreakfast serviceIfthehoteloffers abreakfast service,it isimportant toknow how to provide informationaboutthemenu,takeorders,andensurethattheguestissatisfied withtheirmealDining inthe restaurantIfthehotelhas arestaurant,itisessential tounderstandhowtoseat guests,provide themwithmenu,take orders,and managetable reservationsOtherservicesLaundry anddry cleaningservicesHotel guestsmay requirelaundry ordry cleaningservices Itisimportanttoknowhowtohandletheserequests,including collectionand deliveringtheitems ontimeConcierge servicesTheConcierge canprovide guestswith informationaboutthelocalarea,booktickets forevents orattachments,and arrangetransportation ortaxes Itisessential tobe abletoprovideuseful andaccurate informationto guestsin afriendlyand professionalmanager05HotelEnglishPractical ExerciseRoleplayingRole playing01By simulatingdifferent rolesinhotelwork,such asfrontdeskreceptionist,room attendant,restaurantattendant,etc.,students canbetterunderstandandmaster thepractical applicationofhotelEnglish.Language communication02In role-playing,learners needtocommunicateinEnglish,which helpsimprove theiroral expressionandlistening comprehensionabilities.Interactive learning03By playingdifferent roleswith otherstudents,theycan learnfrom eachother,correct mistakes,andjointly improvethe hotelsEnglish proficiency.Simulated scenarioSimulationscenarioSimulate hotelwork scenarios,such asguest check-in,guest complaints,handling emergencysituations,etc.,allowing studentsto learnand applyhotelEnglish inpractical operations.Response strategyStudentsneedtolearn howto dealwith differentsituations andproblems,andcultivate theirproblem-solving abilities.TeamworkIn simulationscenarios,students needto collaboratewith otherstudents tosolveproblems togetherand cultivatea senseof teamwork.Practical ExerciseEvaluationEvaluation criteriaFeedback guidancePerformanceevaluationBased on the performance oftheProvide feedbackand guidanceBased onthe evaluationresults,trainees inrole-playing andontheperformance oftrainees,evaluate theperformanceofthesimulation scenarios,specific pointingout theirshortcomings studentsto motivatethem toevaluationcriteria areformulated,and areasfor improvement,and workharder andimprove theirsuch as languageaccuracy,helping thembetter improvetheir hotelEnglish proficiency.expression ability,coping ability,hotelEnglishproficiency.etc.06Summary andOutlookTraining SummaryContentCoverageThe trainingprogram coversa widerange ofhotel relatedEnglish vocabulary,phrases,and scenarios,including frontdesk operations,guest services,housekeeping,and foodand coverageservicesMethodologyThe trainingcombinations interactiveclassroom sessionswith roleplaying exercisesto ensurepracticalapplication ofthe learnedlanguage skillsParticipantFeedbackParticipants expressedsatisfaction withthe programscontent andteaching methodsTheyspecifically recommendedthe opportunityto practicetheir Englishin ahotel settingFutureLearning PlanContinuingEducation01We planto offeradvanced coursesin areassuchashotelmanagement,sales andmarketing,and hospitalityleadershipTechnology Integration02We areexploring theintegration oftechnology inour courses,suchasvirtual realitysimulations andonline learningplatforms,to enhancethe learningexperienceInternational Exposure03We aimto collaboratewith hotelsand hospitalityorganizationsworldwide toprovide ourstudents withinternational expertiseandexchange opportunitiesTHANKSTHANKYOU FORYOUR WATCHING。