酒店前臺英語培訓課件REPORTING目錄introductionCommonEnglishvocabularyandphrasesusedinthefrontdeskFrontendbusinessscenariodialoguesimulationEnglishexpressionforrespondingtounexpectedsituations目錄FrontdeskEnglishserviceskillsandstandardsSummaryandprospectoffront-endEnglishtrainingPART01introductionREPORTINGAdapttothetrendofinternationaldevelopmentandmeettheneedsofforeignguests.Enhancehotelcompetitivenessandenhancebrandimage.ImprovetheEnglishproficiencyofhotelfrontdeskstaffandenhanceservicequality.PurposeandbackgroundMastercommonlyusedEnglishvocabularyandexpressionsatthehotelfrontdesk.Understandtheculturalbackgroundsandetiquettehabitsofguestsfromdifferentcountries.LearnEnglishcommunicationskillsinthedailyworkflowofhotelfrontdesk.CultivateemployeeconfidenceandfluentEnglishoralexpressionability.TrainingcontentandobjectivesPART02CommonEnglishvocabularyandphrasesusedinthefrontdeskREPORTINGWelcometoourhotelWelcometoourhotel.Checkin,pleasePleasecompletethecheck-inprocedures.HereisyourroomkeyThisisyourroomkey.Wouldyoulikeamapofthehotel?Doyouneedahotelmap?01020304ReceptionlanguageMayIknowyourname,please?MayIaskyourname?Doyouhaveanyspecialrequests?Doyouhaveanyspecialneeds?InquiringlanguageCouldyoupleasetellmeyourarrivalanddepartmentdates?MayIaskyourcheck-inandcheck-outdates?Wouldyouliketobookawakeupcall?Doyouneedtobookawake-upcallservice?輸入標題02010403AnsweringlanguageYes,wedohaveavacancyYes,wehaveavailablerooms.Breakfastispreservedfrom7:00to10:00inourrestaurantBreakfasttimeisfrom7:00to10:00inthemorning,dineatourrestaurant.Therateforasingleroomis$100pernightAsingleroomcosts$100pernight.I'msorry,butwe'refullybookedSorry,wearefullybooked.010204FarewelllanguageThankyouforstayingwithus.WehopetoseeyouagainsoonIhopetoseeyouagainsoon.HaveasafetriphomeWishingyouasafejourneyhome.GoodbyeandtakecareGoodbye,takecare.03PART03FrontendbusinessscenariodialoguesimulationREPORTINGReceiveguestsandconfirmbookinginformationconfirmkeyinformationsuchasguestname,check-indate,roomtype,roomrate,etc.,andprovidenecessaryassistanceandguidance.IntroducehotelfacilitiesandservicesIntroducethehotel'svariousfacilitiesandservicestoguests,suchasrestaurants,meetingrooms,gyms,etc.,andproviderelevantusageinstructions.HandlingbookingchangesandcancellationsAssistguestsinhandlingbookingchangesandcancellations,ensuringaccurateandtimelyupdatesofinformation.BookingandReceptionCheckOutProvideinvoicesandreceiptsaccordingtocustomerneedsandensuretheaccuracyofrelevantinformation.ProvideinvoicesandreceiptsBeforetheguestchecksout,checkthebillandexplainthedetailedcostdetailstoensurethattheguesthasnoobjectionstotheexpenses.CheckthebillandexplainthecostdetailsAcceptvariouspaymentmethods,includingcash,creditcards,etc.,andensuresmoothandsecuretransactionprocesses.HandlingpaymentmethodsLuggagestorage01Provideluggagestorageservicesforgueststoensurethesafeandorderlystorageofluggage,aswellastheproperstorageofvaluableitems.Retrieveluggage02Assistguestsinretrievingstoredluggagewhenneededandensurethattheluggageisintactandundamaged.Handlinglostordamagedluggage03Assistguestsinfindingorcompensatingforlostordamagedluggagetoensureproperresolutionofissues.LuggagestorageandretrievalProvideexchangerateinformationProvidecustomerswiththelatestexchangerateinformationandassistthemincalculatingexchangerates.ExchangeoperationAcceptforeigncurrencyexchangerequestsfromguestsandconductexchangeoperationsinaccordancewithhotelregulationstoensuretheaccuracyofthetransactionprocess.AnsweringrelevantquestionsAnsweringanyissuesencounteredbycustomersduringtheexchangeprocess,andprovidingnecessaryassistanceandguidance.ExchangeservicePART04EnglishexpressionforrespondingtounexpectedsituationsREPORTINGListenandexpressunderstanding"I'msorrytohearthat.Pleasetellmemoreabouttheissue.""Iunderstandyourconcern.Thankyouforbringingthistoourattention."CustomercomplainthandlingApologizeandproposeasolution"Weapologizefortheconvention.Letmeseehowwecanresolvethis.""I'msorry,that'snotthelevelofserviceweaimfor.We'llmakeitright."CustomercomplainthandlingConfirmcustomersatisfaction"Isthereanythingelsewecandotomakeyourstaymorecomfortable?""Thankyouforyourpatient.IsthereanythingelseIcanassistyouwith?"CustomercomplainthandlingStaycalmandaskfordetails"Calmdown,sir/ma'am.Couldyoupleasetellmewhathappened?""It'simportantthatwestaycall.Canyouprovidemoredetails?"Emergencyresponse

EmergencyresponseImmediatelynotifysuperiorsandrelevantdepartments"I'llinformthemanagerandoursecurityteamimmediately.""Weneedtocontacttheemergencyservices.Pleasestaywhereyouare."Followhotelemergencyprocedures"Ourhotelhasanemergencyevaluationplan.Pleasefollowtheinstructions.""Incaseoffire,usethenearestexitandassembleatthedesignedsafearea."Emergencyresponse03"Ifyoucan'tfindit,we'llkeepaneyeoutforitatthefrontdesk."01Lostitemsbyguests02"Didyoucheckallyourluggageandtheroom?Wecanhelpyoulookforit."SpecialsituationhandlingTheguestrequestsadelayedcheck-out"I'llcheckwiththehousemeetingdepartmenttoseeifwecanextendyourcheckouttime.""Dependenceonavailability,wemightbeabletoofferalatecheckoutforanadditionalfee."SpecialsituationhandlingGuestrequestsspecialarrangements"Forspecialrequests,we'lldoourbesttoadaptthem.Pleaseletusknowwhatyouneed.""Wecanarrangeforawheelchairoranaccessibleroom.Justletusknowyourspecificrequirements."SpecialsituationhandlingPART05FrontdeskEnglishserviceskillsandstandardsREPORTINGProficientinusingbasicpolitelanguage,suchas"Goodmorning/afternoon/evening,sir/madam.","Welcometoourhotel.","Thankyouforchoosingourhotel.".Whenguestsaskquestionsorrequests,theyshoulduseexpressionssuchas"I'msorry,but..."or"Unfortunate,wedon'thave..."topolitelyrefuseorexplaintheunmetrequest.Whencommunicatingwithguests,payattentiontousinghonorificlanguageandtitlessuchas"Mr./Ms./Dr./Prof."toexpressrespectfortheguests.Politelanguageusage01Whencommunicatingwithguests,itisimportanttomaintainfocusandpatience,andlistencarefullytotheirneedsandquestions.02Timelyresponseandsolutionsshouldbeprovidedtoguestissuesandrequeststoensurethatguestsreceivesatisfactoryservice.03Whenrespondingtoguests,itisimportanttouseclearandconciselanguageandavoidusingoverlyprofessionalorcomplexvocabularyandsentencestructures.ListeningandresponseskillsWhenfacingcustomercomplaintsandgrievances,itisimportanttoremaincalmandpatient,listencarefullytotheiropinions,anddoyourbesttosolvetheproblem.Whencommunicatingwithguests,itisimportanttomaintainasmileandfriendlyattitude,creatingarelaxedandpleasantatmosphere.Whenhandlingguestrequests,itisimportanttoshowenthusiasmandcare,allowinggueststofeelthewarmthandcareofthehotel.MaintainpatienceandenthusiasmPART06Summaryandprospectoffront-endEnglishtrainingREPORTINGImprovedEnglishspeakingskillsThroughpracticalactivitiessuchassimulatedconversationsandrole-playing,employeesaremoreconfidentinusingEnglishtocommunicatewithguests.Enhancedcross-culturalcommunicationskillsBylearningaboutculturaldifferencesandetiquettenormsindifferentcountries,employeescanbetterunderstandandmeettheneedsofcustomers.MasteringhotelbusinessEnglishFamiliarwithcommonlyusedEnglishvocabularyandexpressionsatthehotelfrontdesk,employeescanprovidemoreaccurateservicesandanswerquestionsforguests.ReviewofTrainingAchievementsTheapplicationofartificialintelligencetechnology:Withtheadvancementoftechnology,artificialintelligencewillplayanincreasinglyimportantroleinhotelfrontdesk,suchasintelligentvoiceresponse,self-servicecheck-insystems,etc.Expansionofdiversifiedcustomermarket:Hotelswilltargetawiderinternationalcustomermarket,thereforerequiringemployeestohavemultilingualcommunicationskillsandcross-culturalserviceawaren