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Hotel ScenarioEnglishCourseware•Hotel Overview•English forFront OfficeServices•Room Service English•Catering Service English目•Other Service English录contents01Hotel OverviewDefinitionand classificationof accommodationsDefinitionArestaurant isa businessestablishment whichprepares andserves food and drinksto thepublic Itisa placewhere peoplego toeat,drink,and socializeClassificationThereare varioustypes of restaurants,including finedining restaurants,casual restaurants,fast foodrestaurants,and soon.Each typeofrestauranthas itsown uniquecharacteristics andatmosphereHotel facilities and servicesFacilitiesAhotel typically has diversefacilities such as alobby,guest rooms,a restaurant,a bar,meeting rooms,a gym,a swimmingpool,and soon.These facilitiesare designedto provideguestswith acomfortable andconservative stayServicesAhotel offersvarious servicesto itsguests,including room service,laundry service,concertservice,and soon.These servicesare designedto ensurethat guestshave apleasant stayandare welltaken careofThe organizationalstructure andmanagement ofhotelsOrganizationalstructureA hoteltypicallyhasan organizationalstructure thatincludes differentdepartmentssuch asthe frontoffice,housing,foodandcoverage,maintenance,and soon.Each departmenthas itsown responsibilitiesand workstogether toensurethe smoothoperation of the hotelManagementHotelmanagement isresponsible foroverseeing theoperations ofthe hotelandensuring thatit isfeasible Theyset thestrategic directionofthe hotel,hilland trainstaff,manage finances,and ensurethat guestsatisfaction ishigh02English forFront OfficeServicesBooking Service English•BookingServiceEnglish•Customer inquiriesabout hotelroom typesand prices:inquire aboutthe guestscheck-in timeand numberofpeople,provide differentroom typesand priceoptions,and explain the roomfacilitiesand services.•Booking confirmationand recording:Confirm customerbooking information,including check-in date,check-outdate,room type,price,etc.,and recordcustomer name,contact information,and otherspecial requirements.•Booking changesand cancellations:Change orcancel reservationsaccording to customer requirements,adjustrecords ina timelymanner,and notifyrelevant departments.Reception ServiceEnglish•Reception ServiceEnglish•Welcome guests to check-in:Greet guests,verify reservation information,complete check-in procedures,provide roomkeys andhotel guides.•Handling customerissues andcomplaints:patiently listentocustomerissues andcomplaints,promptlyresolve ortransfer themto relevantdepartments to ensure customersatisfaction.•Check outservice:Check the guests room,verify thebill with theguest,complete thecheck-out procedures,thank theguest forchecking in,and welcometo visitagain.Lugage ServiceEnglish•Luggage ServiceEnglish•Guest luggagestorage and collection:Assist guestsin storageandcollectionof luggage,ensure luggagesafety,and remindgueststocarry valuableitems withthem.•Luggage HandlingServices:Provide luggagehandling services for gueststo ensuresafe deliveryof luggagetotheir roomsor designatedlocations.•Luggage packing and check-in:Provide luggagepackingandcheck-in servicesaccording tocustomer needs,assist customersin handlingrelevant procedures,and ensurethat luggageis deliveredto thedestination ontime.Telephone ServiceEnglishTelephone ServiceEnglish Answerthe phone:Transfer calls:Transfer Messageservice:Providepolitely answerthe phone,calls torelevant guestmessage service,inquire aboutthe guestsdepartments orpersonnel recordmessage contentneeds,and providebased oncustomer needsand timelyconvey ittoinformation onhotel toensure accurateand relevantpersonnel.services andfacilities.accurate informationtransmission.Business CenterServiceEnglish•Business CenterServiceEnglish•Provide printing,copying,fax and other services:Based oncustomer needs,provide document printing,copying,fax and other servicestoensurequality andspeed.•Provide conferenceroom reservationservice:Assist guestsin bookingconference roomsor activityvenues,and providerelevant facilitiesandserviceintroductions.•Provide tourismconsulting services:Provide recommendationsand bookingservicesfortourist attractions,restaurants,etc.to meetthe localtourism needsof guests.03Room ServiceEnglishCleaning andOrganizing GuestRooms in EnglishGreeting guestsOrganizing theroomGood morning/afternoon,Im Illput yourclothes inthehere toclean yourroom.Do youwardrobe andtidy upany otherrequireanything elseitems.Cleaning theroomIll startby makingthe bed,thensweeping andmopping thefloor.Room ServiceEnglishOrdering room service:Hello,Id like to orderroomservice.Could Ihave aclub sandwich anda glassof lemon,pleaseIm sorry,but Imnot interestedin roomservice today.Completing aboutroomservice:Im sorry,but theclubsandwichwas coldandthe lemonwas toosour.Could youplease replacethemLaundry ServiceEnglishCollecting laundry01Good morning,Ive cometo collectyour laundry.Doyou haveany dirtyclothesDelivering laundry02Here isyour laundry,clean andpressed.Do youneedanything elseCompletingabout laundryservice03Im sorry,but thereare stayson myshirt.Could youpleaseclean itagainWake upService EnglishIdlike awake upcall at7To confirm,your wake-up Ivechanged mymind,am tomorrow morning,call isset for7am pleasecancel thewake-upplease.tomorrow morning.call fortomorrowmorning.Complaint HandlingEnglishCompleting aboutthe roomImsorry,but thereare someissues withthe airconditioning inmy room.Couldyou pleasefix itApologizingfor incidenceImsorry forany incidencecaused.We willdo ourbest tofix theproblem assoonas possible.Offering compensationToapologize forthe inconvenience,we wouldliketooffer youa freeupgrade toahigher classroom.04Catering ServiceEnglishBooking RestaurantEnglishBooking RestaurantEnglishMaster thebasic Englishexpressions forbooking arestaurant,including politelyasking aboutthe restaurantsoperatinghours,seat types,special requirements,etc.,as wellas confirmingreservationinformationandexpressing gratitude.Order ServiceEnglishOrder service EnglishBe able to fluentlyplace mealsin English,including orderingmain dishes,beverages,desserts,etc.,as wellas inquiringabout cookingmethods,ingredient choices,etc.,while alsobeingabletomeet specialdietary requirements.Dining serviceEnglishDining serviceEnglishDuring thedining process,be ableto communicatewiththewaiter inEnglish,including requestingtea,changing utensils,consulting dishes,etc.,as wellas expressingsatisfaction andsuggestions forfood andservice.Checkout serviceEnglishCheckout serviceEnglish Ableto conductthe checkoutprocessin English,including checkingbills,selecting paymentmethods,inquiringabout invoices,etc.,as wellasexpressing appreciationandappreciation forthehotelservice andoverallexperience.05Other ServiceEnglishConference ServicesEnglish要点一要点二Conference ServiceEnglish Business Center ServiceEnglishProvideprofessional conferenceserviceEnglishBusinessCenterServiceEnglishTraining,includingtraining,including Englishcommunication skills inEnglishcommunication skills for businessservicesconference organization,reception,venue layout,suchasdocumentprinting,copying,scanning,andequipment rental,and otheraspects.email sendingand receiving.Banquet ServiceEnglishBanquet ServiceEnglishProvide English training forbanquet services,including Englishcommunication skillsinbanquet booking,venue layout,menu selection,and beverage services.Buffet ServiceEnglishProvides Englishtraining forbuffet services,including Englishcommunication skillsforbuffet booking,pick-up,beverageservices,andother aspects.Entertainment ServiceEnglishEntertainment ServiceFitness CenterServiceEnglish EnglishProvideentertainment serviceEnglishtraining,Provides Englishtraining forfitness centerservices,including Englishcommunicationskillsin KTVincluding Englishcommunicationskillsintheuse ofbooking,performance ticketing,game fitnessequipment,private teachingappointments,entertainment,andotheraspects.bathing services,andotheraspects.THANKS感谢观看。