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Hotel PracticalEnglish目录CONTENTS•Introduction to the HotelIndustry•Fundamentals of Hotel PracticalEnglish•Common Englishexpressions usedin hotels•Hotel Englishcommunication skills•Hotel Englishvocabulary and terminology•Case Analysisof Hotel English01Introduction to the HotelIndustryCHAPTERThe DevelopmentHistory ofthe HotelIndustryThe originof hotels:Hotels Theclassification ofhotels:Hotels Thedevelopment ofthe hoteloriginatedfrom theneed forcan beclassified accordingto industry:With thecontinuoustravelers tostay andrest Withthe theirscale,service level,location,development ofthe economyanddevelopment ofthe and other factorsGenerally,the improvementof peoplestransportationindustry andthe hotelsare dividedinto fivelevels:living standards,the hotelexpansionof economicand tradeluxury hotels,first classhotels,industry hasalso madegreatactivities,hotels havegradually three star hotels,two starhotels,progress Moreand moremodernemerged anddeveloped and economic hotelshotels have appeared,providingbetter services and facilitiesfortravelersThe typeand levelof hotelsAccording totheownership form01There arestate ownedhotels,collective hotels,andprivate hotelsAccordingtotheservice level02There areluxury hotels,first classhotels,threestarhotels,two starhotels,andeconomichotelsAccordingtothe location03There arecity hotels,resort hotels,conference hotels,and so onThe organizationalstructure andpositions ofthehotelThe organizationalstructure ofthe hotelincludes thefront office,housekeeping,catering,FB department,entertainment,andotherdepartments Eachdepartment hasits ownspecific responsibilities and tasks to ensurethatthe hotelcan operatenormallyHotel positions:Hotel positionsinclude front desk staff,room attendees,waiters,cookies,waiters,cleaners,security guards,etc.These positionshave differentresponsibilitiesandtaskstoensure thatthe hotelprovidesquality servicesto customers02Fundamentals ofHotel PracticalEnglishCHAPTERRoomreservationReservation process01Speaking with the guest to understandtheir needs02number of guests,length ofstay,type ofroom preferredConfirmingthe reservationdetails withthe guestarrival03and departmentdates,contact informationRoomreservation•Issuing aconfirmation letteror emailto theguestRoomreservationCommon phrasesGoodafternoon,Id like to makea reservationfor twonights,arresting onMonday andseparatingon Wednesday.Do youhavea room availableRoomreservationYes,we havea roomA doublebed please.What Checkout time is noon.Doavailable.Would youprefer ais the check outtime onyou requirebreakfast inthedouble ortwo bedWednesday morningRoomreservationYes,please.What timedoesbreakfast serveBreakfastis preservedfrom7:30am to10:30am.Do youhaveany otherrequestsRoom reservationNo,thats all.Thank you.Youre welcome.We lookforwardto welcomingyou.Hereis yourconfirmation letter.VSCheck inregistrationRegistration processGreetingthe guestand confirmingtheir reservationdetailsCollecting the guests identificationand roomkeyCheck inregistration•Guiding theguesttotheirroom orprovidinginformation about the hotelfacilitiesCheck in registrationPlease.I reservedaroomfor threenights.Here ismy identificationandthe confirmationletter.03Good evening,welcome toour hotel.Are youhere forbusiness orpleasure02Common phrases01Check inregistration•Thank you,Mr.Smith.Here isyour roomkey.Yourroom ison the5th floor,number
501.The elevatorsareto yourright Doyou needany helpwith yourluggage“CheckinregistrationNo,thank you.I canmanage.What timedoes Ourrestaurant isopen from7am to10pm.Youllthe restaurantopen finda varietyof optionsto suitall taxes.If youneedanything else,dont waitto ask.Room service01Room serviceprocess02Accepting theorder from theguestfood,drinks,laundry service03Preparing anddelivering theorder totheguests roomRoom service•Collecting paymentfromtheguest oradding itto theirhotelaccountRoom service01Common phrases02Good morning,would youliketoorderbreakfast inyour room03Yes,please.I wouldlike thefull Englishbreakfast.Roomservice•Perfect,we willbring itto yourroom shortly.Do youneedanything elseRoomserviceNo,thats allfor now.How muchdo IThe breakfastcosts are$15and ithasown youbeen chargedto yourroom.If youneedanything elseduring yourstay,just callroomservice.03Common Englishexpressions usedinhotelsCHAPTERPole languageRespectApologies GreetingsmeetingsUsepolicy andrespect Ifsomething goeswrong,Use appropriategreetings forlanguage when addressingexpress yourApologies usingdifferent occasions,such asguestsand collections,such asphrases like Im sorryfor theWelcome toour hotelor Good inconvenienceo rWe Havea pleasurestaymorning/afternoon/evening Apologizefor thedelayand ThankyouCommon sensepatterns andphrasesRequests InformationConfirmationsUse policyand specificlanguage Provideguests withclear andUse phraseslikeIwill confirmwhenmaking requestsof guests,consistent informationabout theyour reservationor Yourroom issuchas Wouldyou mindclosing hotelfacilities,services,and bookedfor threenights tothecorners orCould youpolicies usingintentions likeOur communicateconfirmations topleaseturn downthe volumecheck outtimeisat noonor guestsBreakfastis preservedfrom7to10am.Situational dialogueCheckin Checkout ComplainthandlingBeable tohandle checkin Handlecheck outHandle complaintsin aproceduresprofessionally,procedures effectively,professional andemotionalincluding collectingincludingconfirming guestmanual,actively listeningtopayment,checking foranydetails,assigning aroom,the guestsconcerns anddamages,and providingaand providinginformation offeringsolutions orreceiptaboutthe hotelcompensation04Hotel Englishcommunication skillsCHAPTERListeningcomprehensionComparison of requests andinstructionsHotel guestswill beofrequestservices orgive instructionsto staffGoodlistening comprehensionguarantees thatthese requestsare understandingcorrectlyand actedupon promptlyUnderstandingaccounts and dialoguesHotel guests come fromdiverse backgrounds,and theymay havedifferentaccounts anddialogues Goodlistening comprehensionhelps todeterminedifferent accountsanddialogues,ensuring clearunderstandingOral expression要点一要点二Speaking clearly and Usingappropriate languageconfidentlyHotel staff needsto speakclearlyandconfidently Hotelstaff shoulduse policy,friendly,and relevantwhencommunicating with guests They should belanguagewhencommunicating withguests Theyableto articulatetheir thoughtsand ideaseffectively,should avoidusing jargonor technicallanguage thatensuringthat guestsunderstand themfully mightfuse oroffer guestsCrosscultural communicationUnderstandingcultural RespectingDiversity CulturedifferencesHotelguestscomefrom differentcultural Hotelstaff shouldrespect and accommodatebackgrounds,and theremay becultural diversecultural backgrounds,beliefs,anddifferences incommunication stylesand preferencesofguestsTheyshouldbe sensitivetoetiquette Crosscultural communicationskills culturaldifferences andtry toprovide servicesenablehotel staffto adapttheir communicationthat areculturally appropriateand sensitivestyleto differentcultural backgrounds,ensuringeffective communicationwithguests05HotelEnglishvocabulary andterminologyCHAPTERGuest room facilities and supplies•Bathroom facilitiesGuest room facilities and suppliesToilet1Sink2Shower3Guestroom facilitiesand suppliesBathtub01Towels02Robes03Guestroom facilitiesandsuppliesBed linesBedprepadSheetsGuestroom facilitiesandsupplies01Pillowcases02Blanketts/Duvets03Other amenitiesGuestroomfacilitiesand suppliesHairdryerMini barGuestroomfacilitiesand suppliesSafeTelephoneCateringvocabulary and terminology01Breakfast02Buffer03A lacarteCatering vocabulary and terminologyFullEnglish breakfastContinentalbreakfastLunch andDinnerCatering vocabulary andterminology010203Appetizers Maincourse DessertCateringvocabulary andterminology•Side dishesCateringvocabularyandterminologyDrinksSoft drinksCateringvocabularyandterminology010203Wine BeerCocktailsOther commonlyused vocabularyandterminology010203HotelstaffFront deskHousekeepingOther commonlyused vocabularyand terminologyCatering/Restaurant staff01Maintenance staff02Security staff03Other commonlyused vocabularyand terminologyHotelservicesCheck in/Check outLaundryserviceOther commonlyused vocabularyand terminologyValetparking Businesscenter Fitnesscenter/Gym06Case AnalysisofHotelEnglishCHAPTERSuccess CaseSharingSuccess Case1Success Case2Success Case3A guestwho couldonly speakA hotelemployee successfullyA guestwas ableto askfor anChinesewas ableto effectivelyused simpleEnglish toextra pitchin Englishand thecommunicate withthefrontdeskcommunicatewith a foreigntour frontdesk employeeunderstorystaff throughthe useof basicabouttheservicesandamenities andpromptly providedone,English phrasesand styles,available atthe hotel,leading toa enhancingthe overallstayensuring asmooth checkin positiveguest experienceexperienceprocessFailure CaseAnalysisFailure Case1Failure Case2Failure Case3A hotelemployee struggledA guesthad troubleA foreigntour couldnotto communicatewithaforeign understandingthe menudue understandthecheckouttravel bookingbreakfast hours,to languagebarriers andprocess andhad towait forleading to fusionandaless endedup orderingsomething assistance,causing delayandthan satisfactorystay theywere notcomfortable incidenceeatingCasediscussion andsummary•In thecases analyzed,it isevident thateffective communicationiscritical forpromoting aseamless hotelexperience Successfulcommunicationguarantees thatguests feelcomfortable,understanding,and attendedto,leadingtohigher satisfactionandloyalty Onthe otherhand,failure tocommunicate properlycan createmisunderstandings,inconveniences,and evendisappointed guestsTherefore,it isessential forhotel employeesto beprofessional inpracticalEnglish toensure exceptionalservice andpositive guestfeedback谢谢THANKS。