《酒店实用英语》课件.pptx
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1、Hotel Practical English目录CONTENTSIntroduction to the Hotel IndustryFundamentals of Hotel Practical EnglishCommon English expressions used in hotelsHotel English communication skillsHotel English vocabulary and terminologyCase Analysis of Hotel English01Introduction to the Hotel IndustryCHAPTERThe or
2、igin of hotels:Hotels originated from the need for travelers to stay and rest With the development of the transportation industry and the expansion of economic and trade activities,hotels have gradually emerged and developedThe classification of hotels:Hotels can be classified according to their sca
3、le,service level,location,and other factors Generally,hotels are divided into five levels:luxury hotels,first class hotels,three star hotels,two star hotels,and economic hotelsThe development of the hotel industry:With the continuous development of the economy and the improvement of peoples living s
4、tandards,the hotel industry has also made great progress More and more modern hotels have appeared,providing better services and facilities for travelersThe Development History of the Hotel Industry03According to the location There are city hotels,resort hotels,conference hotels,and so on01According
5、 to the ownership form There are state owned hotels,collective hotels,and private hotels02According to the service level There are luxury hotels,first class hotels,three star hotels,two star hotels,and economic hotelsThe type and level of hotelsThe organizational structure of the hotel includes the
6、front office,housekeeping,catering,F&B department,entertainment,and other departments Each department has its own specific responsibilities and tasks to ensure that the hotel can operate normallyHotel positions:Hotel positions include front desk staff,room attendees,waiters,cookies,waiters,cleaners,
7、security guards,etc.These positions have different responsibilities and tasks to ensure that the hotel provides quality services to customersThe organizational structure and positions of the hotel02Fundamentals of Hotel Practical EnglishCHAPTER03Confirming the reservation details with the guest(arri
8、val and department dates,contact information)01Reservation process02Speaking with the guest to understand their needs(number of guests,length of stay,type of room preferred)Room reservationIssuing a confirmation letter or email to the guestRoom reservationCommon phrasesGood afternoon,Id like to make
9、 a reservation for two nights,arresting on Monday and separating on Wednesday.Do you have a room available?Room reservationA double bed please.What is the check out time on Wednesday?Check out time is noon.Do you require breakfast in the morning?Yes,we have a room available.Would you prefer a double
10、 or two bed?Room reservationRoom reservationYes,please.What time does breakfast serve?Breakfast is preserved from 7:30am to 10:30am.Do you have any other requests?VSNo,thats all.Thank you.Youre welcome.We look forward to welcoming you.Here is your confirmation letter.Room reservationRegistration pro
11、cessCollecting the guests identification and room keyGreeting the guest and confirming their reservation detailsCheck in registrationCheck in registrationGuiding the guest to their room or providing information about the hotel facilitiesCheck in registration010203Good evening,welcome to our hotel.Ar
12、e you here for business or pleasure?Please.I reserved a room for three nights.Here is my identification and the confirmation letter.Common phrasesThank you,Mr.Smith.Here is your room key.Your room is on the 5th floor,number 501.The elevators are to your right Do you need any help with your luggage?“
13、Check in registrationNo,thank you.I can manage.What time does the restaurant open?Our restaurant is open from 7am to 10pm.Youll find a variety of options to suit all taxes.If you need anything else,dont wait to ask.Check in registrationRoom service01Room service process02Accepting the order from the
14、 guest(food,drinks,laundry service)Preparing and delivering the order to the guests room03Collecting payment from the guest or adding it to their hotel accountRoom service010203Common phrasesGood morning,would you like to order breakfast in your room?Yes,please.I would like the full English breakfas
15、t.Room servicePerfect,we will bring it to your room shortly.Do you need anything else?Room serviceNo,thats all for now.How much do I own you?The breakfast costs are$15 and it has been charged to your room.If you need anything else during your stay,just call room service.Room service03Common English
16、expressions used in hotelsCHAPTERRespect meetings Use policy and respect language when addressing guests and collections,such as Good morning/afternoon/evening and Thank youApologies If something goes wrong,express your Apologies using phrases like Im sorry for the inconvenience or We Apologize for
17、the delayGreetings Use appropriate greetings for different occasions,such as Welcome to our hotel or Have a pleasure stayPole languageRequests Use policy and specific language when making requests of guests,such as Would you mind closing the corners?or Could you please turn down the volume?Informati
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