江门酒店英语培训课件

江门酒店英语培训课件欢迎参加江门酒店英语培训课程本培训专为服务行业标准英语实战需求设计，全面覆盖江门酒店主流岗位的英语应用场景通过系统化学习，您将掌握接待国际客人所需的专业英语技能，提升服务质量和沟通效率培训目标与课程结构提升英语口语应用能力培养自然流利的英语对话技巧，减少口音干扰，确保与国际客人沟通顺畅通过情景模拟和发音训练，帮助学员克服语言障碍，建立英语交流自信增强英语听力理解水平提高对不同口音英语的理解能力，准确把握客人需求和问题通过多样化的听力训练材料，适应各种英语表达方式和语速变化掌握全流程服务场景英语酒店英语的重要性提升酒店综合竞争力优质英语服务是高星级酒店的标志服务国际客户的基础消除语言障碍，提供无缝服务体验适应江门旅游增长需求满足不断增长的国际游客接待需求江门作为粤港澳大湾区重要城市，国际交流日益频繁随着一带一路倡议推进和粤港澳大湾区建设深入，江门接待外籍商务和旅游客人数量持续上升酒店作为城市对外形象的重要窗口，员工英语能力直接影响客人体验和城市国际化形象酒店主要岗位介绍前厅部客房部负责客人接待、登记入住、结账离店等首要负责客房清洁、物品补充及客人服务需求响接触点应餐饮部行政及后勤负责酒店餐厅运营、宴会服务及客房送餐服负责酒店内部管理、设施维护及支持服务务每个岗位都有其特定的英语应用场景和专业术语需求本课程将针对不同岗位的语言特点进行针对性培训，确保员工能够在各自工作领域熟练运用英语进行专业服务常见客户类型与需求商务旅客家庭游客•高效便捷的入住和退房服务•适合儿童的设施和服务•稳定的网络连接和工作空间•家庭房型及加床需求•会议设施及商务中心支持•餐厅儿童菜单和用餐安排•交通和接送服务需求•附近游玩景点和活动推荐团体会议客户外籍游客/•会议室和宴会厅安排•语言沟通无障碍服务•团队入住和退房流程简化•文化差异理解和尊重•特殊餐饮和茶歇服务•本地旅游信息和安全指南•设备和技术支持需求•特殊饮食和宗教需求基础英语能力诊断（入班测试）口语水平评估通过一对一面谈方式，评估学员英语口语流利度、发音准确性和语法正确性重点检测日常酒店服务场景下的表达能力和反应速度听力测试使用模拟客人对话录音，测试学员对不同口音英语的理解能力和信息提取能力包括常见服务请求、投诉和特殊需求场景基础词汇和语法测试通过笔试形式，评估学员对酒店行业专业词汇的掌握程度和基本语法结构的应用能力了解学员现有知识基础培训目标个性化设定根据测试结果，为每位学员制定个性化学习计划和目标，确定重点提升领域和适合的学习方法酒店英语常用表达

（一）自我介绍场景标准表达变体表达前台接待Good morning/afternoon.My nameis Welcome to our hotel.Im WangLiWang Li.Im thefront deskagent whofrom thereception team,at yourwill be assistingyou today.service.餐厅服务Hello,Im Zhang Wei,your serverfor Goodevening,my nameis ZhangWeitoday.May Iintroduce ourspecial and Ill betaking careof youduringmenu yourdining experience.客房服务Housekeeping.This is Liu Mei,room Hello,Im LiuMei fromtheattendant.May Iclean your room nowhousekeeping department.Is thisaconvenient time for room service电话应答Thank you for callingGrand HotelGrand Hotel Jiangmen,Chen JieJiangmen.This isChen Jie,how mayI speaking.How mayI assist you todayhelp you自我介绍是与客人建立初步关系的重要一步清晰报出自己的姓名和职位有助于建立专业形象，同时便于客人在需要时能够准确找到服务人员记住保持微笑，即使是在电话中，微笑也能通过声音传递友善的态度酒店英语常用表达

（二）礼貌用语欢迎语道别语致谢表达•Welcome toGrand Hotel•We hopeyou enjoyed•Thank youfor yourJiangmen.your stay.patience.•Its our pleasure to have•Have apleasant journey•We appreciateyouryou with us.ahead.understanding.•Were delighted to•We lookforward to•Thank youfor bringingwelcomeyou back.seeing you again.this to our attention.•Thank youfor choosing•Safe travelsand come•We value your feedbackour hotel.back soon.greatly.致歉表达•I sincerelyapologize forthe inconvenience.•Im terriblysorry aboutthis situation.•Please acceptourdeepest apologies.•We apologize for notmeetingyourexpectations.前厅接待客户登记流程英语——主动问候Good morning/afternoon/evening,welcome toGrand HotelJiangmen.How mayI assist you today核查预订Do youhave a reservation with us May I have the nameon thebooking,please Let me checkyour reservationdetails in our system.护照身份证核对/Could I see yourpassport orID card,please Illneed to make acopy forourrecords.This willonly take a moment.填写登记表Please fillout thisregistration form.We needyour contact informationand signatureat thebottom.Would you prefer aroom ona higherflooror closerto the elevator在整个登记过程中，保持微笑和眼神接触非常重要，这能让客人感到受到重视和欢迎说话速度应适中，确保外籍客人能够清晰理解如遇语言障碍，可使用手势或简单词汇辅助沟通入住办理专项口语房型选择与介绍押金、付款方式沟通房卡交付与指引We have a deluxeroom with a cityWe requirea depositof500yuan orHere areyour keycards toroom

1802.view availablefor you.It featuresa animprint of your creditcard forThe elevatorsare to your right.Yourking-size bed,work desk,and aincidental expenses.This amountwill room is on the18th floor.The cardspaciousbathroom withboth abe refundedupon check-out ifalso givesyou access to thefitnessshower andbathtub.unused.center andswimming pool.We acceptUnionPay,Visa,Would you prefer aroom withtwin Mastercard,Alipay andWeChat Pay.Breakfast isserved in the Gardenbedsor aking-size bedOur executiveWould you like tosettle thebill nowor Restauranton the2nd floorfrom6:30rooms offeradditional amenitiesupon check-out AM to10:00AM.WiFi isincludingaccessto our executivecomplimentary,and thepassword isinlounge.your keycard holder.帮客人拿行李场景主动提供帮助May I help you with your luggage,sir/madam行李称重与提醒Let mecheck theweight ofyour luggage.引导电梯口表达Please followme to theelevator.帮客人拿行李是体现酒店服务品质的重要环节当看到客人携带较多或较重行李时，应主动提供帮助Would you like meto helpwith或接到客人同意后，可以说your luggageAllow meto assist you with your bags,please.Ill takethese to your room rightaway.如果行李超重或体积过大，可礼貌提醒到达客房后，应This luggageis quiteheavy,I mayneed toget atrolley/colleague to help.询问并根据客人指示放置最后可询问是否需要其他帮助Where would youlike metoplace yourluggage Is there anythingelseI can assistyouwith解答基础问询问题在酒店工作中，员工需要熟练回答客人关于设施和服务的各种问询对于健身房，可以说Our fitness center islocated on the5th floorandis open24hours.Its complimentaryfor allhotel guests.Youll needyour roomkey for access.关于游泳池The swimming pool is on the6th floor,open from7:00AM to10:00PM.Towels areprovided poolside,and theresalifeguard onduty duringoperating hours.对于商务中心服务Our businesscenter ison thelobby level,offering computers,printing andscanning services.Its openfrom7:00AMto9:00PM.Basic printingis complimentary,while moreextensive serviceshave anominal fee.客房服务电话应答标准用语开场需求确认与记录Room Service,this isZhangWeispeaking.How mayIhelp you Let me confirmyour order:one clubsandwich andone orangejuice toroom

2103.时间告知与承诺重复确认与道别Your orderwillbedelivered in approximately30minutes.Is there anything Thank youfor your order,Mr.Johnson.Well deliverit toroom2103shortly.else you need接听客房服务电话时，务必保持专业和友善的语调即使面对着急或不满的客人，也应保持冷静，清晰记录客人需求如遇听不清或不确定的情况，可以礼貌请客人重复Im sorry,或could you please repeatthat May I confirmthat yousaid...客房清洁相关英语洗漱用品更换表达房间清扫告知•Would youlike meto replacethe toiletries•Housekeeping.May Iclean your room now•Do you need extratowels orbathroom amenities•Is thisa convenienttimeforroomservice•Ive restockedyour shampoo,conditioner andbody•When wouldbe agood timeto comebackwash.•Ill returnlater if you prefer.•Would you prefer softor firmpillows请求暂缓清洁遗失物品沟通•I noticethe DoNot Disturbsign.Would youlike me•We foundthis itemin your room.Is it yoursto skipcleaning today•Ill takethis toLost and Found forsafekeeping.•Would youprefer turndownservice laterthis evening•Would youlike tocheck ourLost andFound for your•Please callhousekeeping whenyoure readyfor missingitemcleaning.•Well contactyou immediatelyif we find your•We can arrange cleaningaccording to your schedule.belongings.叫修报修场景英语空调维修Our airconditioner isnot cooling properly.The temperatureremains at26degrees despitebeing setto

20.Could someonecheck itas soon as possibleWerein room

1503.水管维修There seems to bea leakunder thebathroom sink,and thewater isdraining veryslowly.Could yousend aplumber to fix itWell beout until2PM ifyou needtoaccess theroom.电器维修The readinglight besidethe bedisnt working,and wevealso noticedthat oneof thepower outletsnear thedesk doesntseem to be functioning.Couldsomeone frommaintenance takea look在接到客人报修请求时，应首先表示理解并道歉带来的不便Im sorry to hear that youreexperiencing this issue.Well addressit right away.然后确认房间号码和具体问题May Iconfirm yourein room1503,and the airconditioning isnot coolingproperly最后告知预计处理时间Our maintenance team willbe therewithin15-20minutes.Thank youfor yourpatience.送物服务英语送货上门与签收清点物品准备送达Room service.I have your接收客人物品请求I haveprepared twoextra pillows,requested items.Here arethe twoCertainly,Ill arrangefor extraone blanket,and abottle ofwater asextra pillowsand blanketyou askedpillowsto besent to your roomrequested.Ill bringthese itemsto for.Would you mind signingthisimmediately.May Iconfirm yourein your room rightaway.Would youdelivery slipThank youfor yourroom2301How many extra pillowslike anything else cooperation.would youlike送物服务是酒店常见的客户需求，可能包括额外的洗漱用品、毛巾、枕头、水或其他设施物品无论送什么物品，都应保持专业形象，敲门前整理好仪表敲门时应清晰表明身份或Room serviceHousekeeping withyour requesteditems.如客人不在房间但已告知可直接送入，应通知送完物品后可询问Ill leavethe itemsin your room asrequested.Is thereanything最后礼貌道别else youneed atthis momentEnjoy your stay.Please donthesitate to call ifyouneed anything else.餐饮预定接待流程1234初次接触与问候预订详情确认特殊需求记录预订确认与总结Thank youfor callingId behappy tomake aWould youprefer atable Let me confirmyourGarden Restaurant.This reservation for you.For bythe windowor inareservation:Table for4isLiMing speaking.How whatdate andtime Howquieter areaDo you or peopleon Friday,Julymay Ihelpyou today manypeople willbe in any ofyour guestshave15th at7:30PM,windowyour partyDo youhave dietaryrestrictions orseat,with onevegetarianany specialrequests orallergies we should bemeal.May I have yourpreferencesaware ofname andcontactnumber处理餐饮预订时，关键是获取并准确记录所有必要信息除基本的日期、时间和人数外，还应询问特殊场合（如生日、周年纪念等）以便提供适当的安排如餐厅当天已满，应提供替代建议Im sorry,were fullybooked atthat time.Would6:30PM or8:30PM work for youinsteadOr perhapsI cancheck availabilityfor thefollowing day点餐服务常用英语菜单介绍特色推荐过敏信息询问Todays specialsinclude pan-seared May I recommend our chefsspecial Do you oranyone in your partyhavesea basswith lemonbutter sauce and Jiangmen-style steamedfish Its any foodallergies ordietaryslow-cooked beefshort ribswith preparedwith localfish fromthe restrictionsI shouldinform thetrufflemashed potatoes.Xijiang River,steamed withginger,kitchen aboutThisdish containspeanuts,shellfish,scallions,and alight soysauce.Our signaturedish isthe Cantoneseand gluten.Would youpreferroast duck,prepared usinga Fordessert,our mangopomelo sagosomething withoutthese ingredientstraditionalrecipe passeddown isextremely popular.Itsarefreshing Wecan customizemost dishestothrough generations.Its servedwith sweetsoup withfresh mangochunks,accommodate yourdietary needs.homemade plumsauceandthin pomelosegments,and smalltapiocapancakes.pearls.提供专业的点餐服务需要对菜单有深入了解，能够准确描述食材、烹饪方法和口味特点在客人犹豫不决时，可主动提供建议If youenjoy同时注意记录客人的spicy food,our Sichuan-style prawnsare excellent.For somethingmilder,Id suggestthe steamedgrouper.特殊要求，如或cooked medium-rare sauceon theside宴会会议服务场景/300m²2001224h多功能会议厅面积最大容纳人数先进会议设备全天技术支持可灵活分隔成三个独立空间剧院式布置可容纳位来宾包括高清投影、音响及视频会议系统专业团队随时解决技术问题200预订会议室时，需详细了解客户需求Could youplease tell me aboutyour eventHow manyattendees areyou expectingWhat styleof seatingarrangementwouldyouprefer-boardroom,U-shape,classroom,or theaterstyle关于设备需求，可询问Will youneed audiovisualequipment suchas projectors,microphones,or videoconferencing Do you requirehigh-speed在会议当天，负责接待的员工应提前分钟到场准备，并向客户internet accessWould youlike usto arrangecoffee breaksor lunchfor yourparticipants30确认Ive set up theroom accordingto yourspecifications.Is everythingto your satisfaction,or wouldyoulikeany adjustments账单及结算沟通房费餐饮消费迷你吧洗衣服务其他服务投诉及投诉应对流程积极倾听全神贯注地听取客人投诉，不打断真诚道歉表达对客人不便的歉意和理解提供解决方案明确说明将如何解决问题后续跟进确保问题得到解决并再次致歉面对客人投诉，首先保持冷静，表达理解然后真诚道歉I completelyunderstand whyyoure upset.I wouldfeel the same wayin yoursituation.I sincerelyapologize for the inconveniencethis hascaused you.This fallsshort of our usual standards.提供具体解决方案Heres whatIll do for you:Ill immediatelysend ourmaintenanceteamtofixthe airconditioning inyourroom,and while最后做好跟进theyre working,wed like to offer you anupgrade toa suiteat noadditional cost.Ill personallycheck thateverything hasbeenresolved to your satisfaction.May Icall youinanhour to ensure thenew roommeets yourexpectations Again,please acceptourapologies.意外突发状况英语火警疏散引导客人身体不适遗失物品协查Attention please!This isan Are you feeling unwell WouldI understand youve lostyouremergency.Please remaincalm youlike usto calla doctorWe wallet.Could youdescribe itinand proceedto thenearest havea first-aid trainedstaff detailWhen andwhere didyouemergency exit.Do notuse themember who canassistwhile welast seeit Illnotify ourelevators.Follow theilluminated waitfor medicalhelp.Do youhousekeeping andsecurity teamsexitsigns andstaff instructions.have anymedical conditionswe immediately.Well conductaPlease leaveyour belongingsshould beaware ofor thoroughsearch andcontact youbehindand exitthe buildingmedications youneed as soon aswefind anything.immediately.在紧急情况下，清晰简洁的沟通至关重要使用简单直接的语言，避免复杂术语确保声音足够响亮，语速适中，让非英语母语的客人能够理解在疏散时，使用手势配合口头指示（同时指向出口方向）This wayto theexit对于突发医疗情况，除了寻求专业帮助外，还应安抚患者情绪对Help ison theway.Try tostay calmand takeslow,deep breaths.于贵重物品丢失，详细记录信息并提供案例编号Weve loggedyour lostitem reportwith referencenumber LF2023-

0615.You canusethis tofollow upon thestatus ofyour search.电邮及书面通知标准格式标准预订确认邮件应包含以下要素礼貌的称呼（）、感谢客人选择酒店的开场白、预订详情确认（日期、房型、Dear Mr./Ms.[Last Name]价格）、酒店设施和服务简介、抵达指南（如交通、停车信息）、取消政策说明，以及联系信息活动推广邮件应采用吸引人的主题行，开头直接介绍活动亮点，正文详细说明活动内容、时间、地点和价格，强调参与活动的价值和独特体验，最后提供明确的预订或了解更多信息的方式所有电子邮件都应以礼貌的结束语和签名档结尾，包含发件人姓名、职位和联系方式致歉信应表达真诚的歉意，明确承认问题，解释采取的补救措施，并可能提供补偿或优惠以示诚意语言应专业但温暖，展现酒店解决问题的决心和对客人感受的重视电话英语专项训练标准电话开场白Thank youfor callingGrand HotelJiangmen.This is[your name]speaking.Howmay Iassistyou today保持清晰的发音和适当的音量，确保对方能够听清你的名字和问候语转接电话表达Ill connectyou toour ReservationDepartment.May Iplace youon holdfor amomentThank youfor yourpatience.转接前应告知对方将被转至哪个部门，并礼貌请求稍等遇无人接听处理Im afraidtheres noanswer fromthat extension.Would youlike toleave amessageI canensure theyreceive it and getback toyou assoonaspossible.提供替代方案，如留言、回电或转接至其他能提供帮助的部门结束通话礼貌用语Is thereanythingelseI canhelpyouwith todayThank youfor callingGrandHotel Jiangmen.We lookforward towelcoming yousoon.Have awonderful day!确认已解决所有问题，表达感谢并留下积极的最终印象外籍客户特殊需求处理宗教饮食偏好无障碍设施需求语言沟通障碍不同文化背景的客人可能有特定的饮食需求，如需要提供无障碍房间、轮椅通道、扶手等设施的面对不同语言背景的客人，除了英语外，酒店可清真食品、犹太洁食或纯素食客人掌握酒店无障碍设施的具体情况，包括电能需要提供多语言服务或翻译辅助利用翻译应Halal Kosher了解各种宗教饮食限制，并确保厨房梯、坡道、浴室扶手等，以便准确介绍并安排用、手势语言或图片辅助沟通，必要时寻求会说Vegan能够提供符合要求的餐点该语言的同事帮助在接待外籍客人时，应对文化差异保持敏感和尊重例如，一些文化中握手可能不适用于异性之间；某些数字或颜色在特定文化中可能有负面含义；不同国家的客人对个人空间和隐私的期望也有所不同处理特殊需求时，保持开放的态度和解决问题的决心Well doour bestto accommodateyour needs.Letmecheck whatoptions we即使无法满足某些要求，也应提供替代方案have available.While wedont havea dedicatedprayer room,we canarrange aquiet,private spacefor youduring prayertimes.欢迎信及欢迎卡撰写标准欢迎信应以亲切的问候开始Dear Mr./Ms.[Last Name],Welcome toGrand HotelJiangmen!We aredelightedtohaveyou as our欢迎信的主体部分应简要介绍酒店特色服务和设施guest.During your stay,we inviteyou toenjoy ourswimmingpoolon the6th floor,fitnesscenter,and award-winning restaurants.Complimentary high-speed WiFiis available throughout theproperty.针对客人或回头客，应增加个性化元素VIP As a valuedreturning guest,we haveprepared yourfavorite jasminetea inyourroomand欢迎信应以服务承诺结束arranged theextra pillowsyouprefer.Our dedicatedteam isat yourservice24hours aday.Please dial0from yourroom phonefor anyassistance.We wishyou apleasant andmemorable stay with us.欢迎卡则应更加简洁，通常放置在房间的显眼位置，与水果篮、巧克力或其他欢迎礼遇一起呈现卡片上的文字应温暖而不繁琐A warmwelcometoyourhome awayfrom home.Enjoy your stay!问候、聊天英语Day-to-day天气话题当地旅游推荐小型闲聊破冰•Beautiful daytoday,isnt it•Have youvisited Kaiping Diaolou•Is this your firstvisit toJiangmenPerfect forexploring thecity.yet Itsa UNESCOWorld HeritageHow areyou findingit sofarsite.•Iseeits raining.Would youlike•Have youtried anylocalto borrowan umbrella•The JiangmenCultural CenterCantonese dishesyethas aninteresting exhibitionthis•Its quitehot today.Stay•Are youhere forbusiness orweek.hydrated if youre goingout.•Id recommendtaking aboat leisuretouralong theXijiang River.•The forecastshows cooler•How wasyour journeyto ourweathertomorrow,ideal for•The nightmarket onDuchuan hotelNot tootiring,I hope.outdoor activities.Street isperfect fortrying localsnacks.日常对话是建立与客人良好关系的重要方式这些简短的交流不仅表现出热情好客，还能让客人感到被重视和关心在进行闲聊时，应注意观察客人的反应，如果他们显得匆忙或不愿多谈，应适时结束对话，尊重他们的隐私和时间文化敏感度在闲聊中非常重要避免询问年龄、婚姻状况、收入等在某些文化中被视为隐私的话题同样，政治、宗教等可能引起争议的话题也应避免始终保持专业而友好的态度，即使是在最轻松的对话中江门本地特色介绍英语开平碉楼新会陈皮世界文化遗产，融合中西建筑风格的独UNESCO江门新会区特产，著名中药材和地理标志产品特古塔侨乡文化江门美食五邑华侨历史博物馆展示海外华人文化遗产鱼生、蚝烙、沙茶牛肉等地道粤菜向国际客人介绍江门特色时，应结合历史背景和文化意义KaipingDiaolouare multi-story defensivevillage housesbuilt byreturning Chineseemigrantsin theearly20th century.They uniquelyblend Westernarchitectural elementswith Chinesetraditions,reflecting theculturalexchange betweenChina and the outsideworld.介绍新会陈皮时可说Xinhui CitrusPeel isa famoustraditional Chinesemedicine andculinary ingredientfrom Jiangmen.The peelisaged foryears,even decades,increasing itsmedicinal value.Its believedto aiddigestion andrespiratory health.You canvisit acitrusorchard ora factoryto seehow itsprocessed andaged.酒店常用英语缩写及术语缩写全称中文释义使用场景示例房间Rm RoomGuest inRm1802requires extratowels.餐饮部FB Food and BeveragePlease contactFB departmentforbanquet arrangements.早餐午餐晚餐B/L/D Breakfast/Lunch/Dinner//Package includesB+D dailybreakfastand dinner.客房部HK HousekeepingHK willservice theroom between10-11AM.前厅部FO FrontOffice Pleasereport toFO forcheck-inassistance.请勿打扰DND DoNot DisturbRoom2105has DNDsign displayedsincemorning.退房C/O CheckOut Mr.Smith willC/O tomorrowat12PM.熟悉酒店行业术语有助于提高工作效率和专业性在与同事沟通时可以使用这些缩写，但与客人交流时应使用完整表达，避免引起混淆例如，对同事可以说VIP in2301requested，但对客人应说late C/O Wecanarrangea late check-out for you until2PM.在书面文件和电子邮件中，首次使用缩写时应提供全称解释，如这样可以确保信息传达清晰，特别是当收件The FBFoodandBeverage departmentwill contactyou shortly.人可能不熟悉酒店行业术语时酒店安全常识与告知防范电话诈骗房间安全夜间安全健康防护Please beaware thatFor yoursafety,When returningto As part of our healthour hotel staffwill pleasekeep yourthe hotellate atand safetyprotocols,never callyourroomroom doorlocked atnight,we recommendhand sanitizingaskingfor creditcard alltimes,use theusing themain stationsare availabledetailsor personalsecurity latchwhen entrance.Our throughout the hotel.information.If youinside,and verifysecurity staffisonMasks areoptionalreceive sucha call,visitors throughthe duty24/7,and canbut recommendedinplease reportit to the peepholebefore escortyou toyour crowdedareas.front deskopening thedoor.room uponrequest.immediately.安全信息应以积极而非恐吓的方式传达可以说而不是For yourpeace ofmind,let meshare somesecurity featuresofour hotel...过分强调潜在危险介绍消防安全时，应简明扼要In caseof firealarm,please usethe stairs,not theelevators.Emergency exitplansare postedon yourroom doorand inthe corridors.对于贵重物品保管，可主动提供建议We providein-room safesfor yourvaluables.For itemsrequiring extrasecurity,our front在当前全球健康形势下，还应适当提及酒店的清洁和消毒措施desk offerscomplimentary safetydeposit boxes.All high-touchsurfaces inpublic areas are disinfectedregularly,and yourroom has been thoroughlysanitized beforeyour arrival.酒店行业诚信与合规诚信服务理念以诚信为核心的酒店服务文化客户数据保护严格保护客人个人信息和隐私服务承诺兑现确保服务质量与宣传一致失物招领制度规范处理客人遗失物品在酒店行业中，诚信不仅是道德要求，也是法律合规的基础向客人解释数据隐私政策时可以说Aspartofour commitment toyour privacy,weonly collectessential informationfor yourstay.Your personaldata issecurely storedand nevershared withthird partieswithout yourconsent.对于失物招领，应建立清晰的流程If youfindanyitems leftby guests,please bringthem to the LostandFounddesk immediately.Allitems arelogged withdetails includingwhen andwhere theywere found.We makeevery effortto contactguests about their lost通过在日常工作中体现诚信和合规原则，员工不仅能遵守法律法规，还能赢得客人的信任和尊重，提升酒店整体声誉belongings.小组实操演练安排岗位交接与信息传递信息整理班前准备During my shift,I keepdetailed recordsof allsignificant events,Before startingmy shift,I reviewthe handovernotes fromthe guestinteractions,and unresolvedmatters thatwill needfollow-previous shiftto understandany pendingissues orspecial guestup fromthe nextshift.requests thatneed attention.交接确认面对面交接After explainingall importantinformation,I askif thereare anyAtshift change,I meetwith my colleague fora face-to-face questionsand ensuremycolleagueunderstands allcritical pointshandover,highlighting VIPguests,special arrangements,and beforeI concludemyshift.any situationsrequiring immediateattention.有效的岗位交接对于维持服务连续性至关重要标准的交接用语包括Im handingover myshift now.We currentlyhave85%occupancy with3VIP重要客人信息应详细说明guests inhouse.Mr.Johnson inRoom2015requested awake-up callat6:00AM andairport transferat7:30AM.Allarrangements have been confirmed.未完成的任务需明确传达Theres apending maintenanceissue inRoom1802-theairconditioning isnot coolingproperly.Engineering has交接结束前，应确认been notifiedand willattend toit within the nexthour.Doyouhave any questions aboutany of the informationIve良好的交接习惯不仅能减少服务失误，还能增强团队协作和信息共享shared Is thereanythingelse youneed toknow beforeI signoff离店结账及回访1234离店前询问账单确认服务评价欢迎再次光临How wasyourstaywith Hereisyourfinal bill.It Wevalue yourfeedback.Thank youfor choosingus,Mr.Chen Ihope includesyourroomWould youmind sharingour hotel.We hopetoeverything metyour charges,restaurant bills,how youfound ourhavethepleasure ofexpectations.Would you and minibarservice Wasthere welcoming you backlike to reviewyour billconsumption.Please takeanything specificthat soon.Safe travelsandbefore weproceed witha momentto reviewityouparticularly enjoyedhaveawonderful day!check-out andlet meknow ifyouorthat wecould improvehave anyquestions.on离店过程是客人酒店体验的最后一环，良好的离店服务可以为客人留下积极的最终印象在询问入住满意度时，应表现出真诚的兴趣，而不是流于形式We genuinelycare aboutyour experiencewith us.Your feedbackhelps us improve ourservice for your next visit.结账后可以主动提供协助如果客人表Would youlike usto helparrange transportationtotheairport oryour nextdestination达了不满，应认真倾听并记录Im sorryto hearthat.Thank youfor bringingthis toour attention.Well definitelyaddress this最后，热情邀请再次光临issue.Its beenourpleasureserving you.We lookforward towelcoming youback toGrand HotelJiangmenon your nextvisittothecity.客户忠诚度计划沟通会员注册流程积分制度表达会员权益介绍•Our loyaltyprogram is•You earn10points forevery100yuan•As aSilver member,you enjoycomplimentaryto join.Would youlike spenton roomcharges andhotel benefitsincluding earlycheck-in andtoenroll todayservices.latecheck-out whenavailable.•Registration only takes a fewminutes.Well needyour emailand•Points canbe accumulatedacross all•Gold membersreceive complimentarybasiccontactinformation.stays atourhoteland partnerroom upgradesand welcomeproperties.amenities.•You cansign upat thefront deskor•Platinum tieroffers exclusiveaccessthrough ourmobile app,whichever is•Your pointsbalance isalways toour executivelounge andmoreconvenient.availablethroughour appor bypersonalized conciergeservice.inquiring atreception.•After enrollment,youll immediately•All memberscan redeempoints forstartearning pointson yourcurrent•Points arevalid forthree yearsfrom free nights,dining,and spastay.the datethey areearned.treatments.介绍忠诚度计划时，应强调其对客人的具体价值Our loyaltyprogram isdesigned toreward yourcontinued preferencefor ourhotel withmeaningful可以分享会员专享的特殊优惠benefits thatenhance yourstay experience.As amember,youll receiveexclusive ratesnot availabletothegeneralpublic,and accessto members-only promotionsthroughouttheyear.鼓励客人立即加入Why notjoin todayand startearning pointson yourcurrent stayThe enrollmentis completely free,and youllimmediately对于对积分兑换感兴趣的客人，应提供明确的兑换比例和示例enjoy memberbenefits.With20,000points,you canenjoy afreenightin ourDeluxeRoom,or choosefrom variousdining andspa vouchersstarting fromjust5,000points.酒店官网及推广App便捷预订功能Our mobile app allowsyoutobook roomsdirectly withjust afew taps.You canview roomavailability inreal-time,compare differentroom typeswith photos,and securethe bestavailablerates exclusiveto appusers.数字化服务体验With ourapp,you cancheck inonline beforearrival anduse yoursmartphone asa digitalkey toaccess yourroom.This contactlessexperience savesyou timeat thefront deskandoffers enhancedconvenience throughoutyourstay.专属优惠获取By scanningthis QRcode to download ourapp,youll receiveimmediate accessto member-only ratesand seasonalpromotions.The appalso featuresa personalizedoffer sectionbasedon yourpreferences andpast stays.向客人介绍酒店数字化服务时，应强调其便利性和独特优势Our officialwebsite andmobileappoffer themost comprehensiveinformation aboutour facilitiesand services,with theguarantee ofbest availablerates thatyou wontfind onthird-party bookingplatforms.对于技术不太熟悉的客人，可提供简单的指导The appis veryuser-friendly.Would youlike meto helpyou downloaditandsetupyour accountIt onlytakes acouple ofminutes,and youllbe ableto manageall aspectsofyourstay fromyourphone.同时强调数据安全Rest assuredthat allyour personalinformation andpayment detailsare protectedwith advancedencryption technologywhen usingour officialdigital platforms.标准服务流程复盘入住登记预订与到达身份验证、房型选择与入住手续办理从线上预订到抵达迎接的英语交流客房服务客房清洁、物品补充与维修请求退房与告别账单结算、满意度询问与送别餐饮体验餐厅预订、点餐服务与特殊需求全流程服务复盘有助于员工理解各环节的连贯性，以及每个服务节点的重要性从客人预订开始，应使用礼貌专业的语言确认细节Thank youfor choosingourhotel.Id liketo confirmyour reservationforaDeluxe KingRoom for3nights startingon August15th.We lookforward towelcomingyou.入住阶段应表现出热情和效率在客人入住期间，主动提供信息和帮Welcome toourhotel!Lets proceedwithyourcheck-in.This willonlytakeafewminutes.助餐饮服务应展现专业知识Is everythinginyourroom satisfactoryPlease donthesitate tocontact usifyouneedanything.Would youlike meto离店时应表达感谢和期待recommendour chefs specialtiesOur Cantoneseseafood dishes are particularlypopular.Thank youfor stayingwithus.Wehope youenjoyed yourtime hereand lookforward toserving youagain soon.邮件与书面文书综合训练书面沟通是酒店服务的重要组成部分，尤其在处理预订确认、特殊请求和客户反馈方面标准邮件应包含明确的主题行（如Confirmation ofYour Reservationat Grand），专业的称呼（），以及清晰的正文结构，包括感谢客户、确认详情、附加信息和礼貌结束语HotelJiangmen-July15-18,2023Dear Mr.Wang,所有书面沟通都应注意语法和拼写的准确性，使用正式但友好的语调避免使用缩写、俚语或过于复杂的句式，确保信息清晰易懂特别是对非英语母语的客人，应使用简洁直接的表达邮件最后应包含完整的签名档，包括发件人姓名、职位、联系方式和酒店标志，体现专业形象针对投诉的回复信件尤为重要，应表达真诚的歉意，具体说明将采取的补救措施，并提供适当的补偿We sincerelyapologize for the inconvenienceyouexperienced.Asagesture ofourcommitment toyoursatisfaction,we wouldliketo offeryoua complimentary upgrade onyournextstaywithus.文化差异与沟通雷区文化背景礼仪习惯沟通雷区建议应对欧美客人重视个人空间，直接过度拘谨或过分热情保持适当距离，直接沟通方式回答问题，提供具体选择日本客人注重礼节，倾向于含过于直接的问题或拒多用敬语，提供书面蓄表达绝信息，给予充分选择空间中东客人重视尊严和尊重，重关于饮酒或异性家庭提供清真餐饮选择，视家庭隐私成员的询问尊重性别分离需求印度客人重视个人关系，喜欢忽视宗教饮食需求了解素食等特殊饮食讨价还价需求，提供灵活的服务选项了解不同文化背景客人的习惯和禁忌，有助于避免无意冒犯和提供更贴心的服务例如，与亚洲客人交流时，应避免过度直接的眼神接触，这在某些文化中可能被视为不尊重或挑衅同样，递送物品时，一些文化习惯用双手，表示尊重在称呼客人时，应注意不同文化的习惯差异例如，许多西方客人习惯使用名字，而亚洲客人可能更习惯使用姓氏加头衔询问客人的偏好是最安全的做法How wouldyouprefertobeaddressed,Mr.Lee对于语言障碍，可以使用简单清晰的英语，辅以手势和视觉辅助，但避免提高音量或使用幼稚的表达方式，这可能被视为不尊重实用应急口语小词典物品丢失客人身体不适设施故障服务暂停•When andwhere didyou•Areyoufeelingunwell•I apologize for the•I regretto informyoulast see your itemCan youdescribe yourinconvenience withthe that[service]issymptoms[facility].temporarily unavailable.•Could youdescribe itindetail•Would youlike usto call•Our maintenanceteam•We expectto resumeadoctor willfix itwithin normalservice by•Well checkour lostand[timeframe].[time/date].found immediately.•Doyouhaveanymedical•Would youprefer toconditionsweshouldchange roomswhile we•MayIsuggest an•Would youlike metoknow aboutresolve thisalternative optionhelpyou contactthepolice•Istheresomeone we•Thank youforyour•We apologize for anyshouldcontact foryou patienceand inconveniencethis mayunderstanding.cause.实战案例前台场景预订客人抵达时发现无房解决方案与应对技巧客人前台:I havea confirmedreservationfortonight,but your:Heres whatI candoforyou:Ive arrangedacolleague saystheres noroom available.This isunacceptable!complimentaryupgradetoour Executive Suiteat noadditionalcost.Additionally,Id liketo offeryouafree breakfastduring前台:I sincerelyapologizeforthissituation,Mr.Johnson.Iyour stayasagesture ofgoodwill fortheinconvenience.understand yourfrustration,and youreright tobe upset.Let mecheckour systemagain andsee whathappened withyour客人:Well,that soundsbetter,but Imstill nothappy aboutthereservation.initial confusion.前台前台:Thank youforyourpatience.I canseeyourconfirmed:I completelyunderstand,and Iassure youthis isntourreservation inour system.Were experiencinga temporaryusualstandardof service.Ive madea noteinoursystem tooverbookingissue,but Imgoing toresolve thisforyouensure aseamless experiencefortheremainder ofyourstay.immediately.MayIalso provideyouwitha complimentarydrink voucherforour lobbybar whilewe prepare your suiteimmediately在处理前台突发无房情况时，首要原则是迅速承认问题并真诚道歉，不要推卸责任或找借口接着立即提供解决方案，最好是升级或增值服务，让客人感到得到了额外补偿确保表达理解客人的沮丧，并感谢他们的耐心等待如果确实无法在本酒店安排房间，应协助客人在附近同等或更高级别的酒店预订房间，并承担转酒店的交通费用全程保持专业冷静的态度，即使面对情绪激动的客人也不要表现出防御或不耐烦最后，确保跟进并验证客人对解决方案的满意度，必要时提供额外补偿以挽回客户关系实战案例客房场景客人抱怨房间物品短缺夜间服务请求应对客人电话客人电话深夜:Hello,this isroom

1802.There areno bathtowels:This isroom

2105.Im sorrytocallso late,in myroom,andthehair dryerseemstobe missingas well.but Ive just realizedI forgotmy toothbrushand toothpaste.Ivejustarrived aftera longflight andreally needa shower.Is itpossible toget theseitems atthis hour客房服务客房服务:Im verysorrytohearthat,Mr.Garcia.This is:Of course,its noproblem atall.We providecertainlynot ourstandard,and Iapologizeforthe complimentarytoiletry items24hours aday.Ill haveainconvenience afteryour longjourney.Ill arrangetohavetoothbrush,toothpaste,and someadditional amenitiesfreshtowels anda hairdryer broughttoyourroom deliveredtoyourroomrightaway.Isthereanything elseimmediately.you mightneed fora comfortablenights rest客房服务人员应对物品短缺投诉时，应立即向客人道歉并承诺迅速解决问题告知客人具体的行动计划和预计送达时间Ill personallybringthe towelsand hairdryer toyourroomwithinthenext10minutes.Would youlike meto includeanyextratowels oradditionalamenities处理深夜服务请求时，保持友好和乐于助人的态度，不要让客人感到打扰了你即使是深夜，也应保持专业的服务标准，快速响应并提供帮助送物品到客人房间时，应保持得体的着装和安静的举止，尊重其他可能已经休息的客人成功解决问题后，可以做简单记录并通知下一班次的员工，确保类似情况不再发生实战案例餐饮场景客人饮食忌口沟通用餐突发情况处理客人场景客人发现菜品中有异物:Excuse me,Ihavea severeshellfish allergy.Could youplease:tellmewhich dishesonthemenu arecompletelyfreefrom shellfish客人:Waiter!Theres apiece ofplastic inmy soup.This isIneed tobe verycareful.unacceptable!服务员:I understandthe seriousnessof foodallergies,sir.Letme服务员:Im terriblysorry aboutthis,madam.Youre absolutelyclarifythis with ourchef toensureaccurate information.right-this iscompletely unacceptable.Please let me removethisMeanwhile,I canrecommend thesevegetarian optionsand meatdishimmediately.Ill personallyspeak withthe chefand managerdishesthat aredefinitely shellfish-free.Would youlikemeto markaboutthis serious issue.Would youallow usto preparea newdishsuitable itemsonthemenu foryoufor you,or wouldyoupreferto ordersomething elseEither way,your mealtoday willbe complimentary.在处理食物过敏问题时，服务员应该非常谨慎和专业，不能仅凭个人知识提供信息最好的做法是直接咨询厨师或查阅详细的菜品成分表，并明确告知客人Ive spokenwith ourchef,who confirmsthese fivedishesarecompletely shellfish-free.However,they areprepared inthesamekitchen,sothere isa smallrisk ofcross-contamination.Would youlike thecheftoprepareyourmeal withspecial precautions遇到食品质量问题时，应立即道歉并移除问题食物，不要争辩或找借口向经理报告情况，并提供适当的补偿，如免费的替代菜品、整桌免单或餐饮代金券跟进调查原因并向客人反馈Weve identifiedthe sourceoftheproblem andhave takensteps toensure itwont happenagain.Thankyouforbringing thistoourattention asit helpsusimproveour qualitycontrol.实战案例投诉倾听与识别I understandyoure upsetaboutthenoise fromthe neighboringroom thatkept youawake lastnight.That musthavebeenvery frustrating,especially whenyou neededrest foryour business meeting.真诚道歉I sincerelyapologizeforthis unpleasantexperience.Youre rightto expecta peacefulenvironment inourhotel,and wefailed toprovide thatforyou lastnight.提供解决方案Heres whatId liketodo:Ive arrangedto moveyoutoourExecutiveFloor,which isour quietestarea.Additionally,well sendup acomplimentaryrelaxation packagetohelpyou restbetter tonight.提供合理补偿To makeup foryour disruptednight,wed liketo offeryoua50%discount onlast nightsstay.We trulyvalueyourbusiness andwant toensureyour remainingtime withusisexceptional.处理强烈不满的客人时，保持冷静和专业至关重要避免在公共场合与客人争论或讨论敏感细节，可以礼貌地说I understandyour concerns.Would youmind ifwe这样既尊重了客人的隐私，也避免了其他客人受到影响discuss thisinamore privatesetting whereI cangive youmy fullattention提供补偿时，应根据问题的严重程度和对客人造成的实际影响来决定可以提供的补偿选项包括房费折扣、免费升级、餐饮代金券、会员积分奖励、未来入住优惠券等无论提供什么补偿，都应清晰表达Were offeringthis notjust toresolve thecurrent situation,but todemonstrate ourcommitmenttoyoursatisfactionand ourhopethat youllgive usanother opportunityto serveyou betterinthefuture.跨部门协作沟通前厅与工程部前厅与客房部Engineering,this isFront Desk.Room1802has Housekeeping,we havean earlycheck-inreported anissue withtheir airconditioning arrivingin30minutes forroom

2103.Could younotcoolingproperly.The guestsare VIPsand pleaseexpedite thecleaning andpreparationhave abusinessmeetingtomorrow.Could youof thisroom Theguest hastraveled overnightprioritizethis repairand wouldappreciate accessingtheir roomearly.前厅与行政部前厅与餐饮部Administration,thisisReception.We needFB Department,we havea guestwith severeassistancewithagroup invoiceforthenut allergieschecking intoday.They willbeInternational TradeConference.Theyre diningat thehotel restaurantthis evening.checking outtomorrow morningand requirea Could youpleasealert thekitchen stafftodetailed breakdownof allcharges fortax prepareaccordinglypurposes.酒店服务质量很大程度上依赖于各部门之间的无缝协作在跨部门沟通中，应清晰传达重要信息，包括房间号、客人姓名（尊重隐私的前提下）、具体需求和时间要求避免使用部门内部术语或缩写，确保信息能被其他部门清楚理解在紧急情况下，应明确表达紧急程度并在可能的情况下提供背景信息以帮助其他部门理This isan urgentrequest thatrequires immediateattention,解优先处理的原因跟进确认也很重要或Could youplease confirmwhen thishasbeencompleted Pleaseletmeknow ifyouneedany良好的跨部门沟通不仅提高服务效率，还能增强团队凝聚力和整体服务质量additional informationto fulfillthis request.结课综合口语测试安排常见问题与解答锦囊如何应对不会回答的问题？如何礼貌地请客人等待？如何礼貌地拒绝不合理要求？Thats anexcellent question.I Wouldyoumindwaiting fora I understand whatyoure askingdonthave thatspecific momentwhile Icheck thatfor for,andIwish Icouldinformation rightnow,but Illyou Thisshould takeabout accommodateyour request.find outforyourightaway.MayI[specific timeestimate].Would Unfortunately,due to[specifictake yourcontact detailsso I can youliketotakeaseat inour reason:hotel policy/safetyget backtoyouassoonas Ihave lobbylounge whereI canoffer regulations/technicalthe answerAlternatively,Icanyouacomplimentary beveragelimitations],Im unabletoconnect youwithour[relevant whileyou waitI appreciateyour provideexactly whatyouvedepartment]whocanassistyoupatience.asked for.However,Id behappyimmediately.tooffer[alternative solution]instead.Would thatworkfor在服务行业工作时，遇到难以回答的问题或无法满足的要求是常见的关键是保持专业态度，既不回避责任，也不做无法兑现的承诺如遇语言you障碍，可以说或尝试用更简单的词汇重I wanttomakesure Iunderstandyoucorrectly.Couldyouplease speaka littleslower新表述Letmesee ifIunderstand-you wouldlike...当需要拒绝客人要求时，应避免直接说或，而是采用积极的表达方式，先肯定客人的需求，然后解释限制因素，最后提供替代No Wecant方案例如，不要说，而是说We dontallow earlycheck-in Whilestandard check-in timeis2PM,Ill checkifyourroomisreadyearlier.In themeantime,youre welcometo useour facilitiesand storeyourluggagewithus.江门本地行业竞赛借鉴江门酒店技能大赛评分标准与考核要点获奖者经验分享江门市每年举办的酒店服务技能大赛，包括前厅接竞赛评分标准通常包括语言准确性、专业历届比赛优胜者普遍重视日常积累和实践，通过与30%待、客房整理、餐饮服务等多个项目，其中英语交术语应用、流利度、礼貌用语使用外籍客人的真实互动提升语感，并坚持每天学习和20%20%流能力是评分的重要组成部分比赛设置模拟真实和解决问题能力评委由行业资深管理记忆专业术语部分获奖者还利用手机应用程序、15%15%工作场景，参赛者需要用英语完成客人接待、问询人员和英语教育专家组成，从专业和语言两方面进英语角等资源创造更多练习机会解答等任务行全面评估参考江门地区酒店行业竞赛的评分标准和优秀选手的备赛经验，我们可以提炼出几点提升建议首先，专业术语的准确应用是基础，需要系统学习并反复练习；其次，语言的流利度和自然度需要通过大量实践积累，建议利用工作机会主动与外籍客人交流；第三，解决问题的能力体现服务本质，应学会灵活运用英语处理各种突发情况此外，竞赛中表现突出的选手普遍具备良好的肢体语言和微表情控制能力，能在英语交流中辅以适当的手势和面部表情增强沟通效果他们还善于使用积极的语言框架，即使在拒绝客人要求时也能保持友好的态度和建设性的对话方式这些软技能同样值得我们在日常培训中加以关注和培养课程总结与提升建议音频学习资源推荐手机应用视频微课资源语言交换应用，频道English forHotel StaffHelloTalk YouTubeEnglish for播客系列，每周更新实用对可与外国人进行实时对话练提供真Hotel andTourism话；习；提供情境化实场景教学；站酒店英语Hospitality EnglishDuolingo B音频课程，针对不同岗位设英语学习；允许达人系列微课，结合中国酒Tandem计专业场景练习；与母语人士进行语音或视频店实际情况；慕课平台上的BBC的服务行聊天，提升口语能力；Learning EnglishEnglish forTourism and业专题节目，提供地道英式应用包含专业课程，提Hotel EnglishHospitality英语表达酒店专业术语和情境对供系统化学习路径500+话自学书籍推荐《酒店英语口语句》包900含日常工作中最常用表达；《剑桥酒店英语》系列教材，由浅入深分级学习；《星级酒店英语》配有情境对话音频，适合自学；《Englishfor International》提供全面的旅游Tourism酒店行业英语训练致谢与未来展望感谢团队协作合作共赢成就培训成功国际视野拓展提升江门酒店国际服务水准持续学习精进培养终身学习的专业态度感谢各位学员在本次培训中的积极参与和认真学习通过这个课时的学习，相信大家已经掌握了酒店英语的基本技能和专业表达，能够更加自50信地与国际客人沟通交流这不仅是个人能力的提升，也是江门酒店业走向国际化的重要一步未来，我们期待江门的酒店服务能够更好地融入国际标准，为来自世界各地的客人提供无障碍的优质服务体验英语作为国际通用语言，将继续发挥桥梁作用，连接江门与世界希望各位能够将所学知识应用到实际工作中，并持续学习，不断提升酒店业是展示城市形象的窗口，通过我们的专业服务，让更多国际友人了解江门、喜爱江门，共同促进江门旅游业和酒店业的蓬勃发展。