酒店服务英文入门_图文.ppt23页PPT

1st/2nd/3rd/4th…
3
电梯 Elevator/lift
6
（从）…下来 Get off
Thank you.
—谢谢！
My pleasure./You are welcome.
—不客气
Useful Words 常用词回顾
1
…在哪里？ Where is
/Where’s…?
4
左/右转 Turn left/right
2
卫生间/洗手间 toilet/restroom
/washroom
5
一／二／三…楼 First/second/
Greeting 问候与欢迎
Greeting ｜ Direction ｜ Thanks ｜ Apologies ｜ Check in ｜ Farewell ｜ Hotel place
您好！
用于中午以前
用于中午至下午六点以前
Hello/Hi!
Good
How
afternoon are you?
Good morning
往左/右转。
在那边。（用手指明方向） 一直往前走。
Direction 指路与带领
Greeting ｜ Direction ｜ Thanks ｜ Apologies ｜ Check in ｜ Farewell ｜ Hotel place
情景 2：当国外客人需要前台带领或指明到某处时……
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在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接 称呼Mr.或Ms. 至于称呼小孩，可以直接使用Exห้องสมุดไป่ตู้use me，
但是不可以直接称呼boy或girl.
.
4
基本待客英语
• 基本句型
➢ May I ...? ➢ Could you ...? ➢ Would you ... ? ➢ Shall I ... ?
.
11
回答
• 要麻烦客人或是拒绝客人的要求
I am afraid I can’t do that. Excuse me, sir. Please let me pass.
• 道歉
I am very sorry for the delay. I am very sorry for the inconvenience. I would like to apologize for the mistake.
Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?
.
9
招呼语
• Good morning. 中午之前 • Good afternoon. 中午至下午六点以前 • Good evening. 下午六点过后
hotelbusinessenglishhotelbusiness在酒店里所使用的英语会话基本上是属于商业英语与日常生活会话中所使用的英语略有不同较注重礼节
酒店英语
English for Hotel Business
.
1
概述
在酒店里所使用的英语会话，基 本上是属于商业英语，与日常 生活会话中所使用的英语略有 不同，较注重礼节。

hotel service quality managenment
酒店服务
学习目的 Targets
◆ 掌握饭店服务质量及全面质量管理的内涵； ◆ 熟悉现代饭店服务质量管理的基本体系； ◆ 了解掌握现代饭店质量管理的有效方法; ◆ 掌握顾客满意度及对其进行科学的评价。
学习内容 Contents
◆ 饭店服务与服务质量(1课时) ★ ◆ 饭店全面质量管理（2课时）★
Ready at all time，including service awareness and supplies preparation
酒店服务
• 看待（viewing）：将每一位客人都视为特殊的和重要 的、需要给予特殊照顾的贵宾。
Viewing every customer as special
•2、定制化服务模式 Customization service mode
•是以高档饭店为主，在标准化基础以高度个性化为特点的服务 模式。
•1、大规模定制，即提供特殊功能、接待特殊顾客的主题饭店； •2、局部定制，即局部区域和范围的个性化，如无烟楼层、个性 化的餐厅、女性楼层； •3、高度定制，如私人管家；专业男仆服务；精品酒店 （boutique璞缇客精品酒店，准管家服务）。
酒店服务
• 创造（creating）：饭店员工要为客人创造一个温馨的、 使客人享受热情服务的气氛。
Creating a warm atmosphere
• 带给客人家的感觉 • Let every customer feeling at home
• 眼光（eyes）：时刻关注客人。 Eye contact that show we care
• 全方位服务是饭店在自身服务项目的基础上，再根据客人的 口头或书面要求提供额外服务的一种模式，这种模式不具有 服务的主动性。

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Leading-in
The Front Desk is the window and nerve center of a hotel where guests will be registered and assigned rooms, luggage handled, information provided and checkouts processed.
• Vacant • [a.空的;未被占用的] • book you into • [为你预订……] • walking distance • [n.步行距离]
• [按照；根据]
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Words for This unit • tour leader • [n.领队] • Clerk • [n.书记员；办事员] • Schedule • [n.时间表,时刻表] • check-out time • [n.结帐时间] • morning call • [n.叫醒电话] • Notify • [vt.通知,告知;报告] • Deposit • [n.定金]
• Li: 138 US Dollars. Will that be all right? • Brown: Yes, that will be fine. Thank you.
第2页/共48页
Revision: Make a dialogue
• Li: With pleasure! May I have your name and your telephone number?
registration form? B: I'll take care of it. (Filling out the from) Here you re. Is it all right? R: Yes, thanks. How are you going to pay, in cash or by credit card? B: Could I pay with travellers checks? R: Certainly. Here's the key to Room 908 and your room cards. Please keep them.

yuan deposit, here’ your balance 160 yuan. • G：Thank you . • C：It is my pleasure. Have a nice trip.
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（四）operator
（ O=operator G=Guest）
• G：Is this the KunMing Airport hotel ? • O：Speaking, May I help you? • G：Yes, Could you put me through to room 8312.
• G：Y es,I’d like to stay here tonight. • B： I’m sure you will. This way to the
The reception Desk, please, madam./sir • G：Thank you. • B: You’re welcome.
8405 and your room card, and this is your receipt. the bellboy will show you up with you baggage. • G：Thank you very much. • R：You are welcome. Hope you’ll enjoy your stay with us.
rooms and standard rooms, which one do you prefer ? • G：A standard room, what’s the rate? • R：368 yuan per night including breakfast. • G：OK, I’ll take it. • R：Could I have your passport?