上海酒店英语培训 Hotel & Restaurant English Training
上海餐厅英语培训
一、培训形式 Training Form
企业内训:派送培训师到企业培训
Corporate training: Send trainers to the hotel.
二、课程设置Course Outline
Reception work
Restaurant and bar work
Answering the phone and taking messages
Writing short e-mails and letters
Dealing with guests' problems
Explaining how things work
Giving directions inside and outside the hotel
Suggesting places to visit in the region
……
前台英语
- 电话订房、介绍房间酒店设施与服务、前台接待、电话留言、为宾客提供信息与解决宾客的需求、推广与促销技巧、优质服务理念、应付宾客投诉、结账等.
礼宾英语
- 迎宾、 接待、 解答问题和解决宾客需求、 行李寄存、 迎宾饮料、 优质服务理念、如何向宾客道歉及其他礼宾常用英语.
客房英语
- 解释客房部服务内容、 解释房内设备、 应答宾客的需求、 询问宾客是否打扫房间、应付宾客投诉、汇报客房服务问题、优质服务理念、帮助宾客解决日常细节问题.
餐饮英语
- 订位、 接待、 菜单点菜、介绍菜色、菜的做法、介绍酒水饮料、推广与促销技巧、优质服务理念、应付宾客投诉、结账.
综合酒店英语
- 综合酒店英语课程, 对学员的英语程度要求较高, 适合大堂副理、客户公关主任、礼
宾部高级职员.
- 从宾客入住到结账的整个流程, 范围遍及前台、 客房、 商务中心、 餐饮等部门, 解答宾客面对的问题包括与宾客的信件沟通, 为宾客解释工作流程、 推广与促销技巧、优质服务理念、处理宾客的投诉,给宾客指点迷津.
三、我们的教材 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 内容大纲
第一篇 接待服务英语会话须知 Basic Service English
1、接待旅客英语会话注意事项
2、接待旅客基本英语会话句型
3、基本的电话应对
第二篇 提送行李的服务 Bellman Services
1、带领至前台 To the Front Desk
2、带领至客房 Check-in to Room
3、搭乘电梯 Taking the Elevator
4、到达客房时 Arriving at the Room
5、分送行李 Standard Delivery
6、送错行李时 Delivery to the Wrong Room
7、回应客人的召唤 Answering Calls
8、退房时拿行李下楼 Bringing Baggage Down
9、客人要求提取行李时 Picking Up the Guest's Bags
10、领取行李时 Collecting One's Bags
11、寄存物品时 Depositing Some Items
12、领取寄存物品时 Collecting One's Items
13、遗失取物牌时 Tag Being Lost
14、门房的应付 Doorman's Service
第三篇 订房专线 Room Reservations
1、来自国内的预约 Reservation from a Domestic Source
2、由第三者预约时 Reservation Made by a Third Party
3、来自国外的预约 Reservation from Overseas
4、没有想要的客房 Desired Room Being Unavailable
5、饭店客满时 When the Hotel is Full
6、无法连续预约至期满 Can't Be Booked for All the Nights Requested
7、提供差一等的客房 A Lower Quality is Offered
8、询问对房间视野的喜好 Room View
9、询问对房间类型的喜好 Room Type
10、床位大小及数目 Bed-size & Number in Room
11、确认预约的电话 Confirmation Call
12、变更预订的日期 Change of Reservation Date
13、由第三者取消预约时 Cancellation by a Third Party
第四篇 前台(入住登记) The Front Desk(Check-in)
1、入住登记手续
2、高峰时间的入住登记
3、确认难懂的姓名 Confirmation of Difficult Surnames
4、由公司付账的入住登记
5、顾客持有预付收据时
6、确认付款方式
7、无预约记录且饭店客满时
第五篇 提供各项资料 Information
第六篇 会计部门 The Front Cashier
第七篇 客房管理部 Housekeeping
第八篇 转接电话 Telephone Operators
第九篇 餐饮部门 Food & Beverage Department
……
四. 我们的师资团队 Our Teacher Group
依托美国总部强大资源优势,我们的英语培训师均来自北美、英澳等母语为英语的国家,且具有特定酒店背景教学经验经验的优秀培训师,并配备助教、项目经理、企划师等专业人员协助全程教学.
Solid support from the US headquarter 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. 课程附加值 Value-added of the Courses
√ 每一个参训员工,免费获得专业英语学习软件一套;
Each employee participating in the training can get a set of professional English language learning software for free.
√ 每一个参训员工,免费享受专业的笔试测试系统服务;
Each employee participating in the training can have free access to professional services of written test system.
√ 每一个参训员工,免费享受专业的口语测试系统服务;
Each employee participating in the training can have free access to
professional services of spoken test system.
√ 享受内容丰富的企业活动策划服务;
You can enjoy a variety of business activities planning services.
√ 长期合作公司单位可免费享受企业员工心理辅导、管理培训等专业培训服务;
Long-term cooperation Companies can enjoy free psychological counseling to their employees, management training and other professional training services.