酒店前廳英語培訓(xùn)課件

$number{01}Englishtrainingcoursewareforhotellobby目錄IntroductionBasicknowledgeofEnglishinhotellobbyCommonEnglishconversationsinhotellobby目錄EnglishcommunicationskillsinthehotellobbyPracticaloperationdrillSummaryandfeedback01IntroductionWiththeglobalizationofthetourismindustry,hotelsaremanufacturingincreasingpressuretoprovidehighqualityserviceinEnglishThehotelindustryhasrecognizedtheimportanceofEnglishproficiencyforemployeesandguestsThereisagrowingdemandforEnglishspeakinghotelstaffwhocancommunicateeffectivelywithinternationalguestsTrainingbackgroundToimproveEnglishproficiencyamonghotelstaff,specificallythoseworkinginthelobbyToenhancetheabilityofhotelstafftocommunicateeffectivelywithinternationalguestsinEnglishToprovidehotelemployeeswiththeconfidenceandskillsnecessarytohandlerequestsandresolveissuesinEnglishTrainingobjectives02BasicknowledgeofEnglishinhotellobbyFrontdeskreceptionEnglish"MayIhaveyourreservationdetails,please?Hereisyourroomkeyandcheckouttimeat12noon.Doyourequireanyassistancewithyourluggage?""Goodmorning/afternoon/evening,welcometoourhotel.MayIassistyouinanyway?"Provideinformationabouthotelfacilities:"Wehaveafitnesscenter,swimmingpool,andavarietyofaccommodations.Wouldyouliketobookatableatoneofouraccommodations?"Welcomeguestsandconfirmtheirreservation:"Welcometoourhotel,Mr./Ms.[Guest'sName].Youhavebookedaroomfor[Numberofnights].Hereisyourroomkey.""Checkouttimeisat12noon.TheroomcomeswithaTV,WiFiaccess,andaprivatebathroom.Doyourequireanyadditionalamenities?""Doyourequireanyspecificbedtypeorhaveanydietaryrestrictions?"RoomreservationinEnglishAnswerthephoneinaprofessionalandfriendlyspeaker:"Hello,[Hotel'sName]Hotel,frontdeskspeaking."Directcallstotheappropriatedepartmentorperson:"I'msorry,Mr./Ms.[Person'sName]iscurrentlyunavailable.Wouldyouliketoleaveamessageorconnectyoutoanotherdepartment?""I'msorry,whatseemstobetheproblem?Wewillsendsomeonetoyourroomimmediately."TelephoneEtiquetteEnglish03CommonEnglishconversationsinhotellobbyRegistrationCouldyoupleasefillinthisformwithyourpersonalinformation?CheckinGoodday,I'dliketocheckinRoomselectionIwouldlikearoomonahigherfloor,fixingthepool,ifpossiblePaymentIwillpaybycashHowmuchisthedeposit?CheckinregistrationdialogueServicerequestOrderingfoodCompletingTippingRoomservicedialogueThesheetsonmybedwerenotchangedandtherewerehaironthefloorHereisatipfortheservicestaffCouldyoupleasesendsomeonetocleanmyroom?IwouldliketoorderaclubsandwichandaglassoflemonIwouldliketocheckoutat10amtomorrowmorningCheckoutCouldyoupleasepreparemybill?BillingIwouldliketodoanexpresscheckoutMyluggageisalreadyoutsidetheroomExpresscheckoutThereseetobeanerrorinmybillTheroomservicechargesarenotincludedCompletingaboutthebillCheckoutandcheck-outdialogue04EnglishcommunicationskillsinthehotellobbyListeningandexpressionImportantSkillsEffectiveListening:Goodlisteningskillsarekeyinthehotellobby,andemployeesneedtofocusonlisteningtoguests'needsandquestionstoensureaccurateunderstanding.Clearexpression:Employeesshouldbeabletoconveyinformationtoguestsinconciseandclearlanguage,avoidingtheuseofoverlycomplexvocabularyorsimplisticexpressions.Feedbackandconfirmation:Incommunication,employeesshouldprovidefeedbacktocustomersandconfirmthattheyunderstandtheirneedstoavoidmisunderstandings.ProfessionalcompetenceEnthusiasticservice:Employeesshoulddemonstrateapositiveandenthusiasticattitude,makingguestsfeelthefriendlinessandprofessionalismofthehotel.Attentiontodetails:Employeesshouldpayattentiontotheneedsandfeelingsofcustomers,payattentiontodetails,andprovidepersonalizedservices.Politehospitality:Employeesshouldalwaysmaintainpoliteness,respectthewishesandneedsofguests,anduseappropriateaddressingandhonorificlanguage.PolitenessandenthusiasmDealingwithunexpectedsituationsAdaptabilityHandlingcomplaints:Whenguestsmakecomplaints,employeesshouldremaincalm,listentotheiropinions,andtakeappropriatemeasurestosolvetheproblem.Handlingemergencysituations:Incaseofemergenciessuchasfires,medicalemergencies,etc.,employeesshouldquicklyrespondandactinaccordancewiththehotel'semergencyplan.Dealingwithlanguagebarriers:Whendealingwithguestsofdifferentnationalities,employeesshouldhavebasiccross-culturalcommunicationskillstocopewithpossiblelanguagebarriers.05PracticaloperationdrillGroupsimulationdrillisatrainingmethodthatsimulatesrealworldscenariosforlearnerstopracticeEnglishcommunicationskillsItcanhelplearnersgainadeepunderstandingofthelanguageandimprovetheirabilitytoapplyitinpracticalsituationsThismethodcanbeimplementedindifferentways,suchasdividinglearnersintogroups,assigningroles,andcreatingscenariosrelatedtohotellobbyoperationsLearnerscanthenworktogethertosolveproblemsandcommunicateinEnglish,simulatingrealworldsituationsasmanyaspossibleGroupsimulationdrillRoleplayingexercisesareacommonmethodusedinlanguagetrainingcoursesInthismethod,learnersareassigneddifferentrolesandarerequiredtoperformspecifictasksorsimulateconversations,usingEnglishasthemaincommunicationlanguageTheseexercisescanhelplearnersimprovetheirEnglishcommunicationskillsbyprovidingthemwithopportunitiestopracticeusingthelanguageindifferentcontextsTheycanalsohelplearnersunderstanddifferentrolesandperspectives,enhancingtheirabilitytocommunicateeffectivelyinrealworldsituationsRoleplayingexercisesThepracticalpracticeofEnglishcommunicationinthefrontofficeisanimportantpartofhotellobbyEnglishtrainingItaimstoprovidelearnerswithopportunitiestoapplytheirEnglishcommunicationskillsinrealworldsituations,helpingthemgainadeepunderstandingofthelanguageanditsapplicationintheindustryThispracticecanincludescenariossuchashandlingcustomercomplaints,dealingwithinquiriesaboutservicesandfacilities,andprovidinginformationaboutthehotelLearnerscangainvaluableexperienceinusingEnglishinthesesituations,improvingtheirabilitytocommunicateeffectivelywithcustomersandimprovingbetterservicequalityPracticalPracticeofEnglishCommunicationintheFrontOffice06SummaryandfeedbackSummarizetrainingpointsBasicgreetingsandintroductions:ThecoursewarebeginningswithbasicEnglishgreetingsandintroductions,includinghowtoproperlyaddressguestsandprovideinformationaboutthehotelHotelservicesandfacilities:Thecoursecoversthevariousservicesandfacilitiesavailableatthehotel,includingroomservices,laundry,spa,gym,andmoreHotelpoliciesandprocedures:ImportanthotelpoliciesandproceduresareexplainedinEnglish,suchascheckinandcheckoutprocedures,housekeepingservices,andmoreCommunicationskills:Thecourseemphasizeseffecti