酒店溫泉英語培訓(xùn)課件

酒店溫泉英語培訓(xùn)課件REPORTING目錄OverviewofHotSpringHotelsFrontdeskreceptionistEnglishRoomServiceEnglishCateringServiceEnglishHotspringareaserviceEnglishOtherrelatedservicesinEnglishPART01OverviewofHotSpringHotelsREPORTINGDefinition:Ahotspringhotelisahotelthatprovideshotspringtherapyandrelatedservices,usuallypossessingnaturalorartificialhotspringresources.characteristicTakinghotspringsasthecoreservice.Integratingdiversefunctionssuchasleisure,healthpreservation,andvacation.Emphasizethecombinationofnatureandhealth.0102030405DefinitionandcharacteristicsofhotspringhotelsAccommodationservices:Providecomfortableguestroomsandsuites,equippedwithcorrespondingfacilitiesandservices.Hotspringbath:includingindoorandoutdoorhotspringpools,providinghotspringbathswithdifferenttemperaturesandeffects.CateringServices:Providesadiverserangeofdiningoptions,includinghealthyandhealthydishesandlocalspecialtycuisine.Leisureandentertainmentservicessuchasgyms,SPAs,massages,andbeautytreatments.EventandConferenceFacilities:Organizevariousevents,conferences,weddings,etc.0102030405Hotspringhotelservicecontent0102Greenenvir…Emphasizingsustainabledevelopment,emphasizingtheuseofenvironmentallyfriendlymaterialsandgreenenergy.IntelligenttechnologyIntroducingintelligenttechnologytoenhancecustomerexperience,suchasintelligentroomcontrolandonlinebooking.PersonalizedserviceProvidepersonalizedservicesbasedoncustomerneeds,suchascustomizedhotspringtherapyplans.CulturalintegrationCombiningregionalculturewithhotspringhotelservicestocreateauniquevacationexperience.HealthandwellnessLaunchmorehealthandwellnessproductsandservicestomeetthemodernpeople'spursuitofahealthylife.030405TrendsinthehotspringhotelindustryPART02FrontdeskreceptionistEnglishREPORTINGGreetingsandselfintroduction"Goodafternoon,welcometoourhotelandspa.MynameisJohn,howmayIassistyoutoday?"ReceptionprocessandstandardizedlanguageConfirmcustomerneeds"Areyoucheckinginforastay,orareyouinterestedinourspaservices?"ReceptionprocessandstandardizedlanguageProvideassistanceorguidance"Ifyou'recheckingin,I'llneedtoseeyourreservationdetails.Forspainquiries,ourbrokerisavailableherewithafulllistoftreatments."Receptionprocessandstandardizedlanguage010405060302IntroductiontoRoomTypes"Wehaveseveralroomtypesavailable:standard,deluxe,andsuites.Eachcomewithitsownuniqueamenitiesandviews.""Ourdeluxeroomsfeatureajacuzziandaprivatebalcony,perfectforarelaxingstay."Bookingprocessing"Forreservations,werequireacreditcardtoholdtheroom.Checkintimeisafter3PMandcheckoutisbefore12noon.""Ifyou'dliketoextendyourstay,pleaseletusknow24hoursbeforeyourscheduledcheckouttime."IntroductiontoroomtypesandbookingprocessingExpressionsrelatedtocheckoutandcheck-outCheckoutprocess"Atcheckout,we'llprepareyourbillwhichwillincludeanyadditionalchargesforservicesoramenitiesusedduringyourstay.""Weacceptmajorcreditcards,cash,andtravelers'checks."Expressionsrelatedtocheckoutandcheck-outCheckoutprecautions"Pleaseensureyouhavecollectedallyourextensions.Wearenotresponsibleforanyitemsleftintheroomaftercheckout.""Ifyouhaveanyfeedbackorsuggestionsaboutyourstay,we'dlovetohearfromyou.Yoursatisfactionisourtoppriority."Expressionsrelatedtocheckoutandcheck-outPART03RoomServiceEnglishREPORTINGApologizingforanyinconveniencecausedduringcleaningExplainingtheroomcleaningprocedureGreetingandintroducingyourselftotheguestAskingiftheguestrequiresanyadditionalservicesThankingtheguestfortheircooperationandunderstandingRoomcleaningandorganizationterminology010302040501030402CustomerdemandresponseandhandlingListeningactivelyandattentivelytoguestrequestsConfirmingunderstandingofguestneedsandrequirementsFollowinguponguestrequeststoensuresatisfactionOfferingsolutionsandalternativespromptandeffectivelyInformingtheguestabouttheavailabilityofnightservicesRespondingtoemergencysituationscalledandeffectivelyLiaisingwithotherhotelstafftoensureasmoothandcoordinatedresponseProvidingfirstaidandmedicalassistance,ifnecessaryIntroducingyourselfandexplainingyourroleduringthenightshiftNighttimeservicesandemergencyresponsePART04CateringServiceEnglishREPORTINGTakingReservations01Learninghowtoproperlytakeandconfirmreservations,includingaskingforandclarifyingdetailssuchasdate,time,partysize,andanyspecialrequestsSeatingArrangements02Understandinghowtoseatguestsaccordingtotheirpreferences,theavailabilityoftables,andtherestaurant'slayoutGreetingandHosting03Practicingwarmandwelcominggreetings,introducingoneself,andinterpretinggueststotheirtablesRestaurantreservationsandseatingarrangementsTakingOrdersLearninghowtotakefoodandcoverageorders,includinglisteningactivity,confirmingdetails,andsuggestingitemsbasedonguests'preferencesServingFoodandDrinksUnderstandinghowtoservefoodandbeveragesaccordingtorestaurantstandards,includingpropertytablesettings,poolingtechniques,andservingsizesDealingwithSpecialRequestsPracticingflexibilityandproblem-solvingskillswhendealingwithspecialdietaryrestrictions,allowances,orotherrequestsOrdering,serving,andbeverageservicesHandlingPaymentsLearninghowtoprocesspayments,includingacceptingcreditcards,handlingcash,andprovidingreceiptsDealingwithComplaintsUnderstandinghowtohandleguestcomplaintsinaprofessionalandemotionalManner,takingappropriateactiontoresolveissuesThankingandBiddingFarewellPracticinggrossfarewells,Thankingguestsfortheirpathology,andinvitingthemtoreturn010203SettlementandcomplainthandlingPART05HotspringareaserviceEnglishREPORTINGIntroductiontoHotSpringPoolThisisourindoorhotspringpool,heatedtoacomfortabletemperatureallyearroundWealsohaveanoutdoorpoolwithabeautifulgardenviewIt'sperfectforarelaxingsoapunderthestarsFacilityUsageInstructionsPleaseshowbeforeenteringthehotspringtowashoffanychemicalsordirtonyourskinToadjustthewaterjets,simplyturntheknobclockwiseforstrongerjetsorcounterclockwiseforweakeronesIntroductionandusageinstructionsofhotspringfacilitiesSafetyTipsForyoursafety,pleasedonotdiveorjumpintothepoolChildrenundertheageof12shouldbesupervisedbyanadultwhileinthehotspringHealthTipsIfyouhaveanyhealthconditionssuchasheartdiseaseorhighbloodpressure,pleaseconsultadoctorbeforeusingthehotspringItisrecommendedtotakebreaksanddrinkwaterregularlytoavoiddehydrationTipsforsoakinginhotspringsRespondingtocustomerneedsIfyouneedanyassistance,pleasedon'twaittoaskourstaffWe'reheretohelpmakeyourexperienceenjoyableWhydoyouneedtowels,drinks,orhaveanyquestions,we'rehappytoassistyouEmergencyassistanceIncaseofanemergency,pleaselocatethenearestlifeguardorpresstheemergencybuttonOurstaffaretrainedinfirstaidandCPR,andwehaveanonsitemedicalkitforminorinjuriesCustomerdemandresponseandemergencyassistancePART06OtherrelatedservicesinEnglishREPORTINGIntroducetheequipmentandfacilitiesavailableinthefitnesscenterExplainproperusageandsafetyguidelinesforeachpieceofequipmentFitnessCenterIntroductionandUsageGuideIntroductionandusageguidanceofsportsandentertainmentfacilitiesProvideguidanceondevelopinganeffectiveworkoutrouteSwimmingPoolandSpaAreaIntroductionDescribetheamenitiesandfeaturesoftheswimmingpoolandspaareaIntroductionandusageguidanceofsportsandentertainmentfacilities0102IntroductionandusageguidanceofsportsandentertainmentfacilitiesAssistgu