Hotel & Restaurant English Training
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Hotline:
上海酒店英語(yǔ)培訓 Hotel & Restaurant English Training
上海餐廳英語(yǔ)培訓
一、培訓形式 Training Form
企業(yè)內訓:派送培訓師到企業(yè)培訓
Corporate training: Send trainers to the hotel.
二、課程設置Course Outline
l Reception work
l Restaurant and bar work
l Answering the phone and taking messages
l Writing short e-mails and letters
l Dealing with guests’ problems
l Explaining how things work
l Giving directions inside and outside the hotel
l Suggesting places to visit in the region
……
前臺英語(yǔ)
- 電話(huà)訂房、介紹房間酒店設施與服務(wù)、前臺接待、電話(huà)留言、為賓客提供信息與解決賓客的需求、推廣與促銷(xiāo)技巧、優(yōu)質(zhì)服務(wù)理念、應付賓客投訴、結賬等。
禮賓英語(yǔ)
- 迎賓、 接待、 解答問(wèn)題和解決賓客需求、 行李寄存、 迎賓飲料、 優(yōu)質(zhì)服務(wù)理念、如何向賓客道歉及其他禮賓常用英語(yǔ)。
客房英語(yǔ)
- 解釋客房部服務(wù)內容、 解釋房?jì)仍O備、 應答賓客的需求、 詢(xún)問(wèn)賓客是否打掃房間、應付賓客投訴、匯報客房服務(wù)問(wèn)題、優(yōu)質(zhì)服務(wù)理念、幫助賓客解決日常細節問(wèn)題。
餐飲英語(yǔ)
- 訂位、 接待、 菜單點(diǎn)菜、介紹菜色、菜的做法、介紹酒水飲料、推廣與促銷(xiāo)技巧、優(yōu)質(zhì)服務(wù)理念、應付賓客投訴、結賬。
綜合酒店英語(yǔ)
- 綜合酒店英語(yǔ)課程, 對學(xué)員的英語(yǔ)程度要求較高, 適合大堂副理、客戶(hù)公關(guān)主任、禮
賓部高級職員。
- 從賓客入住到結賬的整個(gè)流程, 范圍遍及前臺、 客房、 商務(wù)中心、 餐飲等*, 解答賓客面對的問(wèn)題包括與賓客的信件溝通, 為賓客解釋工作流程、 推廣與促銷(xiāo)技巧、優(yōu)質(zhì)服務(wù)理念、處理賓客的投訴,給賓客指點(diǎn)迷津。
三、我們的教材 Our Textbooks
《Be My Guest》
This fifteen-unit course is ideal for both in-service and pre-service students. It deals with the many situations in which hotel employees meet guests, including reception, restaurant and bar work, answering the phone, giving directions, dealing with guests? problems, writing short e-mails and letters, suggesting places to visit and explaining how things work.
Outline 內容大綱
*篇 接待服務(wù)英語(yǔ)會(huì )話(huà)須知 Basic Service English
1、接待旅客英語(yǔ)會(huì )話(huà)注意事項
2、接待旅客基本英語(yǔ)會(huì )話(huà)句型
3、基本的電話(huà)應對
第二篇 提送行李的服務(wù) Bellman Services
1、帶領(lǐng)至前臺 To the Front Desk
2、帶領(lǐng)至客房 Check-in to Room
3、搭乘電梯 Taking the Elevator
4、到達客房時(shí) Arriving at the Room
5、分送行李 Standard Delivery
6、送錯行李時(shí) Delivery to the Wrong Room
7、回應客人的召喚 Answering Calls
8、退房時(shí)拿行李下樓 Bringing Baggage Down
9、客人要求提取行李時(shí) Picking Up the Guest’s Bags
10、領(lǐng)取行李時(shí) Collecting One’s Bags
11、寄存物品時(shí) Depositing Some Items
12、領(lǐng)取寄存物品時(shí) Collecting One’s Items
13、遺失取物牌時(shí) Tag Being Lost
14、門(mén)房的應付 Doorman’s Service
第三篇 訂房專(zhuān)線(xiàn) Room Reservations
1、來(lái)自國內的預約 Reservation from a Domestic Source
2、由第三者預約時(shí) Reservation Made by a Third Party
3、來(lái)自國外的預約 Reservation from Overseas
4、沒(méi)有想要的客房 Desired Room Being Unavailable
5、飯店客滿(mǎn)時(shí) When the Hotel is Full
6、無(wú)法連續預約至期滿(mǎn) Can’t Be Booked for All the Nights Reuested
7、提供差一等的客房 A Lower uality is Offered
8、詢(xún)問(wèn)對房間視野的喜好 Room View
9、詢(xún)問(wèn)對房間類(lèi)型的喜好 Room Type
10、床位大小及數目 Bed-size & Number in Room
11、確認預約的電話(huà) Confirmation Call
12、變更預訂的日期 Change of Reservation Date
13、由第三者取消預約時(shí) Cancellation by a Third Party
第四篇 前臺(入住登記) The Front Desk(Check-in)
1、入住登記手續
2、高峰時(shí)間的入住登記
3、確認難懂的姓名 Confirmation of Difficult Surnames
4、由公司付賬的入住登記
5、顧客持有預付收據時(shí)
6、確認付款方式
7、無(wú)預約記錄且飯店客滿(mǎn)時(shí)
第五篇 提供各項資料 Information
第六篇 會(huì )計* The Front Cashier
第七篇 客房管理部 Housekeeping
第八篇 轉接電話(huà) Telephone Operators
第九篇 餐飲* Food & Beverage Department
……
四. 我們的師資團隊 Our Teacher Group
依托美國總部強大資源優(yōu)勢,我們的英語(yǔ)培訓師均來(lái)自北美、英澳等母語(yǔ)為英語(yǔ)的*,且具有特定酒店背景教學(xué)經(jīng)驗經(jīng)驗的優(yōu)秀培訓師,并配備助教、項目經(jīng)理、企劃師等專(zhuān)業(yè)人員協(xié)助全程教學(xué)。
Solid support from the US headuarter strengthens our competitive advantages in faculties. Our foreign tutors are all native speakers from North America, Britain, Australia, etc. with rich experience in Hotel English Training. Moreover, teaching assistants and project managers will be at your disposal to assist in the whole training program.
五. 課程附加值 Value-added of the Courses
√ 每一個(gè)參訓員工,免費獲得專(zhuān)業(yè)英語(yǔ)學(xué)習軟件一套;
Each employee participating in the training can get a set of professional English language learning software for free.
√ 每一個(gè)參訓員工,免費享受專(zhuān)業(yè)的筆試測試系統服務(wù);
Each employee participating in the training can have free access to professional services of written test system.
√ 每一個(gè)參訓員工,免費享受專(zhuān)業(yè)的口語(yǔ)測試系統服務(wù);
Each employee participating in the training can have free access to
professional services of spoken test system.
√ 享受內容豐富的企業(yè)活動(dòng)策劃服務(wù);
You can enjoy a variety of business activities planning services.
√ 長(cháng)期合作公司單位可免費享受企業(yè)員工心理輔導、管理培訓等專(zhuān)業(yè)培訓服務(wù);
Long-term cooperation Companies can enjoy free psychological counseling to their employees, management training and other professional training services.
六、聯(lián)系我們 Contact Us
Hotline:
Official Website: -
,Zhang Yang RD.,Pudong Shanghai