酒店客房英語培訓(xùn)課件

HotelRoomEnglishTrainingCoursewarecontents目錄FundamentalsofEnglishforHotelRoomServiceHotelRoomServiceProcessEnglishHotelRoomFacilitiesandServicesEnglishcontents目錄EnglishforhandlingunexpectedincidentsinhotelroomsImprovingtheEnglishproficiencyofhotelroomservicepersonnel01FundamentalsofEnglishforHotelRoomServiceUsedtorequestroomcleaningservices."Housekeeping"usedtorequestroomserviceorganization."TurndownService"Usedtorequestlaundryservices.LaundryServiceUsedtorequestdeliveryservices."RoomService"CommonEnglishwordsandphrasesusedinroomservice010204CommonEnglishexpressionsforroomservice"Iwouldliketoorderroomservice.""Couldyoupleasecleanmyroom?""Ineedawakeupcallat7am.""Pleaseleavethenewspaperoutoftheroom."03SpeakingclearlyandpolitelyUsepoliticallanguageandengageclearlywhencommunicatingwithguestsPayattentiontoguests'requestsandensurethatyouunderstandtheirneedsIfyoudonotunderstandarequestorifthereisanyfusion,asktheguesttoclarifyLettheguestknowifthereisadelayorifthereisaproblemwiththeirrequestListeningactivityAskingforclarificationGivingfeedbackEnglishcommunicationskillsforroomservice02HotelRoomServiceProcessEnglishMasterthecommonexpressionsandprocessesforbookingroomsinEnglishLearnhowtomakeroomreservationsinEnglish,includinginquiringaboutguestneeds,roomtypes,check-inandcheck-outtimes,aswellasconfirmingreservationinformationandinformingguestsofprecautions.RoomreservationinEnglishFamiliarwiththeEnglishexpressionofcheck-inregistrationprocessLearnhowtocompletecheck-ininEnglish,includingverifyingguestinformation,collectingdeposits,introducingroomfacilities,andhotelpolicies.Englishforcheck-inregistrationMasteringEnglishcommunicationskillsforroomservicerequestsLearnhowtomakerequeststoroomservicepersonnelinEnglish,includingdeliveryservices,cleaningservices,changingsheets,etc.,aswellasunderstandingservicetimeandcosts.RoomservicerequestinEnglishFamiliarwiththeEnglishexpressionofcheck-outprocessLearnhowtocompletecheck-outproceduresinEnglish,includingcheckingbills,refundingdeposits,askingforguestfeedback,andthankingandsayinggoodbyetoguests.CheckoutEnglish03HotelRoomFacilitiesandServicesEnglishHowtousetheswitchesanddimmerstocontrolthelightsintheroomLightingControlHowtoadjustthethermostattosetthedesiredroomtemperatureTemperatureControlHowtousetheoutletsandplugstochargeelectronicdevicesElectricalOutletsHowtousethesafetostorevaluesandimportantdocumentsSafeIntroductiontoRoomFacilitiesinEnglishHowtoaskforroomcleaningservicesusingappropriateEnglishphrasesRequestingCleaningExpressingPreferencesSchedulingServiceTippingEtiquetteHowtocommunicatespecificcleaningneedsorrequeststothehousekeepingstaffHowtoarrangeforregularoron-demandroomcleaningservicesHowtotipthehousekeepingstaffappropriatelyfortheirservicesRoomcleaningserviceEnglishOrderingMealsHowtousethemenuandplaceordersforroomservicemealsSpecialDietsHowtocommunicateanydietaryrestrictionsorpreferencestothewaitstaffPaymentMethodsHowtopayforroomservicemealsusingvariouspaymentoptionsServiceTipsHowtotipthewaitstafffortheirserviceswhenorderingroomserviceEnglishforRoomCateringServicesOtherroomserviceitemsinEnglishLaundryServiceHowtorequestandtrackthestatusoflaundryservicesintheroomRoomServiceDeliveryHowtocommunicatewithroomservicepersonnelfordeliveriesofitemssuchasnewspapers,flowers,orotherrequestsComplianceServicesHowtorecognizeandutilizeanycomplianceservicesprovidedbythehotel,suchasfreeWiFiorbreakfastbuffersMaintenanceRequestsHowtoreportanyissuesormaintenanceneedswithroomfacilitiesusingthehotel'sofficialchannels04EnglishforhandlingunexpectedincidentsinhotelroomsEnglishforhandlinghiddenillnessesofguestsUnderstandhowtoinquireaboutaguest'sconditioninEnglish,provideemergencyassistancemeasures,suchasmakingemergencyphonecalls,notifyingdoctors,etc.DealingwithsuddenillnessesAbletocommunicatewithmedicalstaffinEnglish,provideinformationonthepatient'sconditionandallergyhistory,andensurethatthepatientreceivestimelyandeffectivetreatment.CommunicationofmedicalinformationHandlinglostandfoundLearnhowtoaskcustomersforlostandfounddetailsinEnglish,recordlostandfoundinformation,andhelpcustomerscontactthelostandfounddepartment.ProvidedirectionalguidanceAbletoprovideguestswithguidanceonthehotelandsurroundingenvironmentinEnglish,helpingthemfindtheirdestination.EnglishforlossandfoundguestsAbletoexpressconcernandapologytocustomersinEnglish,andcarefullylistentocustomercomplaints.ListeningandapologizingAbletoproposesolutionsinEnglish,negotiatewithcustomerstoreachconsensus,andensurecustomersatisfaction.ProblemsolvingEnglishforhandlingcustomercomplaintsResponsetoemergenciessuchasfiresUnderstandhowtoguideguestsinemergencyevacuationinEnglish,informguestsofthelocationofsafetyexitsandfireextinguishers.HandlingunexpectedsituationsAbletorespondtootherunexpectedsituationsinEnglish,suchaspoweroutages,wateroutages,elevatormalfunctions,etc.,toensurethesafetyandcomfortofguests.Englishforhandlingotheremergencies05ImprovingtheEnglishproficiencyofhotelroomservicepersonnelListeningcomprehensionEnhancetheabilitytounderstandandinterpretdifferentaccounts,speeds,anddialoguesofEnglish要點一要點二SpeakingPracticeIncreasefluencyandpromotionthroughroleplays,dialogues,andimpromptuspeakingtasksImproveEnglishlisteningandspeakingskillsVSDeveloptheabilityto