酒店外语培训

酒店服务英语课程标准1. 课程概述酒店服务英语课程旨在帮助酒店从业人员提高英语沟通能力，在与国际客户交流时能够流利、准确地表达和理解需求，提供优质的服务。

本课程为期8周，共分为8个模块，每周授课2次，每次1小时。

2. 课程目标•通过学习，学员将提高英语听、说、读、写的能力，能够流利地与客户进行口语交流。

•学员将熟悉常用的酒店服务英语词汇和句型，能够准确表达和回答客户的问题。

•学员将掌握与客户进行电话沟通和电子邮件往来的技巧，提供高效的沟通服务。

•学员将了解跨文化沟通的重要性，能够有效处理国际客户的特殊需求和文化差异。

3. 课程内容模块一：酒店概述•酒店行业的发展和趋势•不同类型的酒店及其特点•常用的酒店服务英语表达和用语模块二：前台服务•客户接待礼仪和服务流程•客户登记和办理入住手续的常用英语表达•处理客户投诉和问题的英语应对技巧模块三：客房服务•客房预订和安排的英语表达•房间清洁和维护的英语词汇和句型•提供额外服务和满足客户需求的英语应对策略模块四：餐饮服务•餐厅预订和安排的英语表达•介绍菜单和推荐特色菜的英语用语•处理客户特殊饮食需求的英语技巧模块五：会议服务•会议宴会预订和安排的英语表达•会议设备和服务的英语词汇和句型•解决会议中的沟通问题的英语应对策略模块六：旅游咨询•提供当地景点和旅游信息的英语表达•推荐旅游线路和活动的英语用语•解答客户旅游相关问题的英语技巧模块七：电话沟通•接听和转接电话的英语口语表达•呼叫外线和内线的英语用语•处理客户投诉和问题的电话应对技巧模块八：电子邮件往来•写作电子邮件的基本结构和格式•回复客户询问和投诉的英语技巧•使用礼貌和流畅的语言书写邮件的要点4. 评估方式•每个模块结束后进行小测验，包括听力、口语和阅读等方面的考察。

•模块六和模块七之后进行大型项目实践，模拟实际工作场景，考察学员综合应用所学知识的能力。

•课程结束后进行综合考试，包括听力、口语、阅读和写作等方面的内容。

酒店英语培训方案-酒店培训方案
随着国家经济的迅猛发展，国内旅游业日渐兴旺，酒店行业更是百花竞艳。

为了与国际社会接轨，进一步提高酒店的服务质量和树立良好的社会形象，以更好的姿态迎接未来的挑战，我司决定开展提高员工基本英语口语水平的培训。

现拟定公司员工基本英语口语培训方案如下：
一、培训目的：
1、提高员工基本英语口语水平，以进一步提高酒店的服务质量和树立良好的社会形象，增加酒店的竞争优势。

2、改善酒店各级各类员工的知识结构、提升员工的综合素质，满足酒店的快速发展需要，更好的完成酒店的各项工作计划与工作目标。

3、加强酒店各级各类员工职业素养与敬业精神，增强员工服务意识与服务水平，打造高绩效团队，提高工作效率。

4、提升公司凝聚力、吸引力、向心力和战斗力，为公司进一步发展储备相关人才。

二、培训原则：
1、以酒店战略与员工需求为主线。

2、以素质提升与能力培养为核心。

3、以针对性、实用性、价值型为重点。

4、坚持理论与实践相结合、学习与总结相结合。

5、坚持酒店内部培训为重点。

三、培训职责：
由人力资源部负责酒店的各项培训工作，而各部门主管从旁协助。

各项培训工作包括培训制度的拟定、培训体系的建立、培训流程的完善、培训计划的制定、培训通知的发送、培训的组织实施、培训的跟踪与反馈、培训效果的评估与总结等工作。

四、培训准备：
(1)做好前期宣传，让员工明白培训动机，与培训的意义及带来的收益。

(2)针对员工工作岗位的特殊性，挑选有必要进行培训的员工，以及做好人员配置工作。

1。

一、方案背景随着全球化进程的加快，酒店行业作为服务行业的重要组成部分，对外语能力的要求日益提高。

为了提升酒店员工的综合素质，增强与国际宾客的沟通能力，提高酒店服务质量，特制定本外语培训计划方案。

二、培训目标1. 提升酒店员工的外语听说读写能力，尤其是英语、日语、韩语等常用外语。

2. 培养员工具备一定的跨文化沟通能力，更好地服务于国际宾客。

3. 通过培训，增强员工的自信心，提升酒店的整体形象。

三、培训对象1. 酒店全体员工，尤其是前台、客房、餐饮等直接面对宾客的岗位。

2. 部门管理人员，以提高其管理沟通能力。

四、培训内容1. 基础语言能力培训：- 语音、语调、发音练习。

- 常用词汇、短语学习。

- 基本语法知识讲解。

2. 行业专业术语学习：- 酒店行业常用术语。

- 针对不同部门（如前台、客房、餐饮）的专业术语。

3. 跨文化沟通技巧：- 文化差异认知。

- 沟通礼仪及禁忌。

- 应对突发状况的技巧。

4. 模拟情景演练：- 客房预订、入住、退房等场景模拟。

- 餐饮服务、投诉处理等场景模拟。

五、培训方法1. 课堂教学：- 邀请专业外语教师进行授课。

- 采用多媒体教学手段，提高学习兴趣。

2. 小组讨论：- 通过小组讨论，激发员工的学习热情，提高语言运用能力。

3. 情景模拟：- 通过模拟实际工作场景，提高员工在实际工作中运用外语的能力。

4. 在线学习：- 提供在线学习平台，方便员工利用碎片时间进行学习。

六、培训时间及频率1. 培训周期：每月进行一次集中培训，每次培训时间为2天。

2. 每次培训内容：根据实际情况进行调整。

七、培训评估1. 定期进行测试，检验员工的学习成果。

2. 对培训效果进行评估，及时调整培训方案。

八、经费预算1. 培训教师费用。

2. 教学资料费用。

3. 场地租赁费用。

4. 其他相关费用。

九、预期效果通过本外语培训计划方案的实施，预计达到以下效果：1. 员工的外语能力得到显著提升。

2. 酒店服务质量得到提高。

酒店前台接待英语培训一、前言在酒店行业中，前台接待员是与客人沟通最为频繁的岗位之一。

为了提高其与国际客人的沟通能力，酒店往往会组织前台接待英语培训。

本文旨在介绍酒店前台接待英语培训的重要性，以及如何制定一个有效的培训计划。

二、培训内容1.词汇和短语学习在前台接待工作中，高效的词汇和短语运用是非常重要的。

培训课程应包含常用的酒店相关词汇和短语，如预订，入住，退房等。

同时，也要教授一些常见的客人需求，如订餐、叫出租车等。

2.语法和句型训练培训过程中，需要注重语法和句型的训练。

前台接待员应掌握正确的语法结构，以便清晰地表达自己，避免产生误解。

另外，培训课程还可以针对不同场景设计相关的句型练习，如迎接客人、解答问题等。

3.听力和口语训练为了提高前台接待员的听力和口语能力，培训应着重训练这两方面的能力。

可以通过听取酒店英语对话、模拟对客人提问和解答等练习来帮助员工更好地应对实际工作中的情况。

4.文化差异与国际礼仪进一步了解不同国家和地区的文化差异是非常重要的。

培训中应包含有关国际礼仪的知识，教授前台接待员如何与来自不同文化背景的客人进行交流，以避免产生不必要的误会或冲突。

三、培训方法1.理论结合实践培训过程中，理论内容和实践应该相辅相成。

在学习了相关知识后，培训方案可以安排员工参观其他酒店，与其他酒店员工进行交流，以便更好地实践所学知识。

2.角色扮演角色扮演是一种非常有效的培训方法，可以帮助员工模拟实际工作中的情景。

在培训中，可以模拟不同的客人需求和情况，要求员工进行应对和解答。

这样可以帮助员工更好地熟悉各种场景，并提供即时的反馈和指导。

3.小组讨论和合作学习小组讨论和合作学习是鼓励员工相互交流和分享经验的好方法。

可以组织小组讨论，让员工分享自己的困惑和经验，并共同寻找解决方案。

这样不仅可以提高员工的学习效果，还可以促进团队合作和沟通。

四、培训评估1.课后测试培训结束后，可进行课后测试以评估培训效果。

测试内容可以包括词汇、语法、听力和口语等方面的内容。

Chapter 1. Courtesy EnglishUnit 1： GREETING & FAREWELLS● VOCABULARY● PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome back Hi 早上好 下午好 晚上好 欢迎回来 嗨 Hello How do you do? How are you? Fine, thank you, and you? 你好 你好 你好吗？ 很好，谢谢，你呢？ Fine, thanks, and you? Good-bye Good night Good-bye for now 很好，谢谢，你呢？ 再见 晚安 再见 It was nice to see you again. Have a good evening See you later. It was nice seeing you. 很高兴又见到你。

晚上愉快。

回头见。

很高兴见到你。

Have a good weekend Have a safe trip Have a good day Hope to see you again 周末愉快。

一路平安。

祝您愉快。

希望再见到您。

Thank you for coming (Thanks for coming) Look forward to seeing you again 感谢光临。

盼望再见到您。

● LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence. The guest ’s name is . The staff ’s name is . The guest will today.He ’ll live in next time he comes.● TALKING TO THE GUESTStaff : Good morning. Mr. Smith. How are you today>? Guest: Good morning. Jane. I’m fine, thanks, and you? Staff : I’m fine too. Are you checking-out today? Guest: yes, I think soStaff : Did you enjoy your stay here? Guest: Yes, I did.Staff : I hope our service is to your satisfactionGuest: Sure. I’m very pleased with everything here.Staff : Thank you. I wish you a nice trip home and look forward to seeing you again. Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know. The more I know, the more I forget. The more I forget, the less I know. So why study?UNIT 2: INTRODUCTIONSVOCABULARYPHRASES ON THE JOBMy name is John Smith It ’s nice to meet you. It ’s nice meeting youi. 我叫约翰.史密斯。

酒店前厅英语培训计划一、背景介绍随着国内旅游业的迅速发展，越来越多的国际游客前来入住国内酒店，因此酒店前厅员工对于英语的要求也日益提高。

为提高酒店前厅员工的英语水平，我们制定了以下英语培训计划。

二、培训目标本培训计划的目标是提高酒店前厅员工的英语水平，使其能够流利地应对与外国客人的日常沟通需求，包括接待、询问客户需求、解答客户问题等方面。

三、培训内容1.日常用语培训–问候语–自我介绍–客房预订常用语–结账常用语等2.接待技巧培训–如何礼貌接待客人–如何主动询问客户需求–如何有效解答客户问题–如何提供协助和帮助等3.情景对话练习–模拟外国客人入住、离店等场景对话练习–模拟应对紧急情况的英语应对练习四、培训方式1.课堂培训–每周安排2-3次课堂培训，每次培训时间为2小时–课堂培训内容包括听、说、读、写练习2.角色扮演–安排角色扮演训练，让员工在模拟场景中练习英语对话技巧3.在线学习–提供英语学习资料和视频，让员工可以在业余时间进行在线学习五、培训考核1.日常练习–员工需要每天完成一定量的英语练习，包括听、说、读、写练习2.模拟考核–每两周进行一次模拟考核，考核内容包括日常用语、接待技巧和情景对话练习六、培训效果评估1.成绩评定–根据员工的日常练习表现和考核成绩评定培训效果–对成绩优秀的员工给予奖励2.反馈调查–每月进行一次培训效果调查，收集员工对培训计划的反馈意见，不断改进培训内容和方式七、总结通过本英语培训计划，我们相信酒店前厅员工的英语水平将得到显著提高，能够更好地满足国际客人的需求，提升酒店服务质量，为酒店的发展打下坚实的基础。

希望每位员工在英语培训中取得好成绩！。

酒店英语培训备注：已含预订部常用英语在内部门名称:市场营销部：sales&marketing dept. S&M房务部:room division dept. RD餐饮部:food＆beverage dept F&B人力资源部：human resources dept. HR工程部：engineering dept。

计划财务部：Financial dept. AR帐保安部：security dept。

采购部：purchase dept。

department职位（市场营销部）：市场营销总监DOSM director of sales&marketing秘书security销售部sales dept。

销售代表sales销售经理sales manager高级销售经理：senior sales manager公关部:public relation dept.公关经理PRM manager美工artist预订部:reservation dept。

RSVN Dept.预订经理reservation manager RSVNM预订员reservationist房务部--前厅部：房务总监DORD director of room division前厅部:front office前台：front desk FD前台接待：reception收银：cashier外币兑换：currency exchange大堂副理：AM assitant manager GSM guest service manager礼宾部concierge dept.门童bell man商务中心BC business centre服务中心service centre总机operator行政酒廊executive lounge客房部:客房部：housekeeping dept HSKP客房部经理housekeeping manager楼层服务员room attendent领班captain主管supervisor公共区域PA public area洗衣房laundry洗衣服务laundry service康乐部health club室内游泳池indoor swimming pool健身房gym gymnasium桑拿sauna夜总会night club餐饮部：餐饮总监director of food&beverage行政总厨executive chef厨师长chief chef厨师chef餐饮部经理F&B service manager中餐厅经理chinese restaurant manager 中餐厅chinese restaurant迎宾hostess西餐厅经理western restaurant manager 西餐厅western restaurant酒吧服务员bartender服务员waiter/waitress自助餐厅cafeteria管事部stewarding外卖catering 'keitəriŋRegistration入住登记Check in入住C\ICheck out退房C\OGuest history 客史Profile档案Group 团队FIT（Free individual ［，ɪndi'vidjuəl] tourist ）散客VIP(very important person)贵宾Early arrival提前抵店Walk - in入住（散客)No show未到Departure time离店时间Arrival time抵店时间Cancellation取消cancelOver booking超预订weightLate check out延迟退房Advanced ［əd’vɑ:nst]deposit预订金Guaranteed booking保证类预订Confirm reservation确认预订Amendment更改Tariff ['tærif］价目表Rack [ræk] rate ［reit］门市价Net rate 净价Average room rate平均房价Day use日租房Free up—grade免费升级Up selling提升销售Full house 客满，满房Waiting list等候名单Rooming list团队名单Room status［’steitəs］房态House use自用房Out of order （OOO）维修房Sleep out 外宿房Room type房间类别Connecting room联通房Adjoining room相邻房Room change换房DND(Do no disturb）请勿打扰IDD（international direct dial)国际长话DDD（domestic [də'mestik］direct dial）国内长话Local ［'ləukəl] call 市话Leave a message留言Massage按摩Wake-up call service叫醒服务Morning call叫早服务Pick-up service接机服务See—off service送机服务Bathroom 浴室No smoking floor 无烟楼层Non-smoking room 无烟房Smiling service 微笑服务Wake-up service 叫醒服务Room service 送餐服务Extra ［’ekstrə］bed加床Emergency [i’mə:dʒənsi] exit紧急出口Entrance入口Executive floor行政楼层Lost and found 失物招领处Tip小费Service charge 服务费service directory服务指南Swimming pool 游泳池Gymnasium 健身房Elevator 电梯Western restaurant 西餐厅Massage 按摩Chinese restaurant 中餐厅Sauna Center 桑拿Logbook ［'lɔɡ,bʊk工作日志Buffet[bəˈfe, bu-］自助餐Expense花费Guest 客人Confirm确认List 目录Flight航班January一月JanFebruary二月FebMarch［mɑ：tʃ］三月MarApril四月AprMay 五月MayJune［dʒu：n] 六月JunJuly七月JulAugust八月AugSeptember九月SepOctober十月OctNovember十一月NovDecember 十二月DecMonday星期一MonTuesday 星期二TueWednesday星期三WedThursday星期四ThuFriday星期五FriSaturday 星期六SatSunday星期日Sun1.Sorry， my English is poor， I will ask somebody to help you 。

酒店简单英语培训计划IntroductionWelcome to the hotel training plan! This plan has been designed to provide our staff with the necessary skills and knowledge to excel in their roles and provide excellent service to our guests. The plan consists of a variety of training modules that cover the important aspects of working in a hotel, including customer service, communication, and problem-solving.Training ObjectivesThe main objectives of the hotel training plan are:- To ensure that all staff have a thorough understanding of their roles and responsibilities within the hotel- To provide staff with the necessary skills to deliver excellent customer service- To improve communication and teamwork within the hotel- To equip staff with problem-solving techniques to handle a variety of situations that may arise in the hotel- To enhance the overall guest experience and satisfactionTraining ModulesThe training plan is divided into several modules, each focused on a different aspect of working in a hotel. The modules are as follows:1. Customer Service2. Communication3. Problem-Solving4. Hotel Operations5. Safety and Security6. Work EthicsEach module will consist of both theoretical and practical training to ensure that staff not only understand the concepts but also know how to implement them in their daily work. Module 1: Customer ServiceCustomer service is a crucial aspect of working in a hotel, as it directly impacts the guest experience and satisfaction. In this module, staff will learn about the key principles of customer service, including:- Understanding and meeting customer needs- Managing customer expectations- Dealing with customer complaints- Creating a positive and welcoming atmosphereThe practical aspect of this module will involve role-playing exercises where staff will have the opportunity to practice their customer service skills in various scenarios.Module 2: CommunicationEffective communication is essential for smooth operations and teamwork within the hotel. In this module, staff will learn about the different forms of communication, including verbal, non-verbal, and written communication. The module will also cover:- Active listening- Conflict resolution- Team communication- Communication with guestsRole-playing exercises and group discussions will be used to reinforce the concepts learned in this module.Module 3: Problem-SolvingWorking in a hotel often involves dealing with unexpected challenges and situations. In this module, staff will learn problem-solving techniques that will help them effectively handle a variety of issues. The module will cover:- Identifying and analyzing problems- Generating and evaluating solutions- Making decisions- Implementing and evaluating solutionsCase studies and group activities will be used to provide staff with practical experience in problem-solving.Module 4: Hotel OperationsThis module will provide staff with a comprehensive understanding of the hotel's operations, including:- Front desk operations- Housekeeping- Food and beverage- Room service- Reservations and bookingsStaff will receive both theoretical and practical training in each of these areas to ensure that they are familiar with the hotel's operations.Module 5: Safety and SecuritySafety and security are top priorities in a hotel, and staff need to be well-trained in these areas. In this module, staff will learn about:- Fire safety- Emergency procedures- Security protocols- First aidPractical training exercises, such as fire drills and first aid demonstrations, will be used to ensure that staff are fully prepared to handle any safety or security situation.Module 6: Work EthicsThis module will focus on the importance of professionalism, integrity, and responsibility in the workplace. Staff will learn about:- Work ethics and values- Professional conduct- Time management- Workplace etiquetteRole-playing exercises and group discussions will be used to reinforce the importance of work ethics in the hotel.Training MethodsThe training plan will utilize a variety of methods to ensure that staff receive effective and engaging training. These methods will include:- Classroom training- Role-playing exercises- Group discussions- Case studies- Hands-on practical training- Presentations and demonstrationsEach training module will be delivered by experienced trainers who will provide staff with the necessary knowledge and skills to excel in their roles.Training ScheduleThe training plan will be divided into several sessions to ensure that staff receive thorough and comprehensive training. The sessions will be scheduled to accommodate staff members' work schedules and will be held in dedicated training rooms within the hotel.Evaluation and FeedbackAt the end of each training session, staff will have the opportunity to provide feedback on the training they have received. This feedback will be used to make any necessary improvements to the training plan and to ensure that staff are receiving the most effective training possible.ConclusionThe hotel training plan is designed to provide staff with the necessary skills and knowledge to excel in their roles and provide excellent service to our guests. By completing this training plan, staff will be well-prepared to handle the various aspects of working in a hotel and contribute to a positive and welcoming guest experience. We are confident that the training plan will help to enhance the skills and professionalism of our staff and improve the overall operation of the hotel. Thank you for your participation, and we look forward to seeing the positive impact of this training on our staff and our guests.。