《酒店英語前臺》課件

HotelEnglishFrontDeskCATALOGUE目錄FrontdeskreceptionRoomserviceCateringservicesBusinessServicesEntertainmentfacilitiesOtherservices01FrontdeskreceptionGreenguestswarmandprofessionalQuicklyandefficientlyhandleguestcheck-inproceduresAssistguestswiththeirluggageandprovideinformationaboutthehotelfacilitiesReceivecompany010203EnsurethatallnecessaryinformationiscollectedfromguestsforcheckinVerifyguestidentificationandconfirmreservationdetailsProvideguestswitharoomkeyandwelcomeamenitiesCheckinProcessingreserves01Answerincomingphonecallsandtakereservationsorcancellations02Updatethereservationsystemtoreflectchangesinroomavailabilityandoccupancystatus03Coordinatewithotherhotelstafftoensureguestneedsaremetpromptlyandeffectively02RoomserviceEverymorning,thewaiterwillcleantheroom,includingchangingsheets,towels,andcleaningthebathroom.DailycleaningOnceaweekoreverytwoweeks,theserverwillperformadeepcleaningoftheroom,includingcleaningwindows,inspectingcarpets,andfurniture.DeepcleaningIfguestshavespecialcleaningrequirements,suchaspetcleaningorsmokeremoval,theycaninformthehotelinadvance.SpecialrequirementsRoomcleaningReplacingbedsheetsForthesakeofenvironmentalprotection,manyhotelsnowusereusablebedsheetsinsteadofdisposableones.EnvironmentalconsiderationsGenerallyspeaking,hotelswillchangebedsheetsafterguestscheckoutoraccordingtotheirrequirements.ChangefrequencyIfthebedsheetsgetdirtyordamagedduringcheck-in,thewaiterwillimmediatelyreplacethem.SpecialsituationhandlingFacilityintroduction01Whenguestscheckin,thefrontdeskstaffwillintroducethefacilitiesintheroom,suchasairconditioning,TV,WiFi,etc.Instructionsforuse02Employeeswillexplaintoguestshowtousethesefacilities.Ifthereareanyproblems,guestscancontactthefrontdesk.Additionalfacilities03Somehotelsalsoofferotherfacilitiessuchascribs,meetingrooms,gyms,etc.Ifguestsneedthesefacilities,theycaninquirewiththefrontdeskinadvance.IntroductiontoRoomFacilities03CateringservicesAcceptingandconfirmingrestaurantreservationsAssistingguestswithselectingtheirpreferredtableandcuisineRecommendingsignaturedishesandspecialoffersArrangingfortablereservationsonspecialoccasionsorVIPguests01020304RestaurantreservationOrderserviceUpdatingthekitchenwiththeguests'preferencesandappealsHandlinganychangesorcancellationstoorderspromptlyandprofessionallyTakingordersfromguestsforfoodanddrinksEnsuringthatordersareaccurateanddeliveredpromptlyCoverageservices01Servingavarietyofbeverages,includingcocktails,wines,softdrinks,andcoffee02Assistingguestswithselectingtheperfectcoveragetocompletetheirmeal03Recommendationcoversbasedonguests'preferencesanddietaryrestrictions04Handlingbartabpaymentsandprovidingreceiptsprompt04BusinessServicesServicecontentProvideguestswithconferenceroombookingservicestomeettheneedsofbusinessmeetings,teamdiscussions,andmore.ServiceprocessTheguestrequestsameetingroomreservationfromthehotelfrontdesk,andthehotelstaffselectsasuitablemeetingroombasedontheguest'sneedsandnegotiatesthebookingtimeandusageduration.AttentionEnsurethattheconferenceroomfacilitiesarecompleteandtheenvironmentisclean,andprovidenecessaryconferenceequipmentandsupplies,suchasprojectors,whiteboards,tablesandchairs,tea,etc.MeetingroomreservationProvidecustomerswithprinting,copying,scanningandotherservicestomeetthedocumentprocessingneedsofbusinesscustomers.Guestsrequestprintingfromthehotelfrontdesk,andhotelstaffassistguestsinsendingdocumentstothehotel'sinternalprintingroomorprovidingprintingequipmenttoensurethatthedocumentsareclearandtidy.Ensurethenormaloperationoftheprintingequipment,providenecessaryprintingpaperandinkcartridges,andensurethatthefilecontentdoesnotinvolveconfidentialorsensitiveinformation.ServicecontentServiceprocessAttentionProvideprintingservices要點三ServicecontentProvidebusinesscenterfacilities,includingcomputers,printers,copiers,faxmachines,andotherequipment,tofacilitateguestsinhandlingbusinessaffairs.要點一要點二ServiceprocessGuestscangotothehotel'sbusinesscentertouserelevantfacilities,andhotelstaffprovidenecessaryassistanceandguidance.AttentionRegularlymaintainandupdatethefacilitiesofthebusinesscentertoensuregoodequipmentperformanceandstableoperation,andprovideprofessionaltechnicalsupportandsolutions.要點三BusinessCenterFacilities05EntertainmentfacilitiesProvideamonthlymovienightforguests,showingpopularblockbustersandclassicfilmsMovienightHostgamenightswithboardgamesandcardsforgueststoenjoyGamenightsOrganizethemenightssuchaskaraoke,danceparties,orlivemusicperformancesThemenightsHotelentertainmentactivitiesRestaurantsGuidegueststonearbyrestaurantsservingvariouscuisinesandprovidingrecommendationsbasedontheirpreferencesEntertainmentventsInformguestsaboutnearbyentertainmentventssuchasthemes,concerthalls,andnightclubsLocalattractionsInformguestsaboutnearbytouristattractions,landmarks,andhistoricalsitesIntroductiontoSurroundingEntertainmentFacilitiesConferencesAssistinconferenceplanningandprovideinformationonavailableconferencefacilitiesandservicesPrivateeventsAssistinbookingprivateeventssuchasbirthdays,anniversaries,orothercancellationsWeddingsAssistinweddingplanningandprovideinformationonavailableweddingpackagesandrevenuesEventbookingservice06OtherservicesLuggagestorageservicesareavailableforguestswhocheckinandneedtostoretheirluggagebeforetheirroomisreadyoriftheycheckoutlateItisimportanttonotethatthehotelmayrequireadepositfortheluggage,whichwillbereturneduponcheckoutThefrontdeskwillprovidesecurestoragefacilitiesforluggage,andguestscanaccesstheirluggageatanytimeduringtheirstayLugagestorageGuestscaneitherdropofftheirlaundryatthefrontdeskorhaveitcollectedfromtheirrooman