饭店英语备课笔记.doc

TOPIC 1： Prepare for the Interview第一部分： 自我介绍(Introduce yourself )采用启发式提问，在自我介绍时，我们可以介绍哪些方面？（课堂提问）如果要求简单自我介绍：（PPT演示）My name is Wang-fang and you can call me Amy. (My English name is Amy.) I am a junior (third grade student) of Hfuu and I major in tourism (hotel) management, which I like it very much.如果针对个人信息单独提问，则可以分散回答。下面具体学习相关知识：（PPT演示）1关于家乡（Where are you from? Can you introduce your hometown?）2关于业余爱好（Do you have any hobbies? What would you like to do in your spare time?）3关于家庭（What about your family?）课堂模拟练习（5分钟准备+15分钟练习）第二部分：关于个人的相关描述（About yourself）表现个人优点及工作态度的环节（PPT演示）1 关于优点及缺点的介绍（Advantage and disadvantage）特别注意对于涉及到自身缺点的提问应答技巧。Merits: I think I was provided with a pretty good education, have great passion when facing challenges and enthusiastic about working.Shortcoming: In my opinion, efficiency and experience is necessary and I think my shortcoming is lack of experience.2 在校所学课程的介绍（The courses you have learned in school）市场营销：Marketing饭店（服务）管理：Hotel (service) Management餐饮管理：F&B Management旅游经济学：Economics of Tourism3 性格描述（About your character）注意酒店工作性质需要的个人性格，如：外向、热情、擅长与人沟通等。我们这里学习一些描述个人性格的短语，大家记录一下。4 关于职业生涯的规划（What about your career planning?）I havent worked in hotel before, so if I get this chance, I need to spend about 2 years on get familiar with the base section job such as food & beverage department、recreation Dept. and so on.After find my real interesting field, then get my career development in a higher level, and hope I can take charge of a department in 5-7years. (Hope I can be a supervisor in 3 years)第三部分：关于酒店或者酒店集团（about the hotel/group）1 关于酒店你知道什么？（Do you know our hotel/group?）主要介绍vision、 philosophy及mission。加入Shangri-La酒店集团和Kempinski酒店集团的案例。（演示图片）2 为什么想加入我们？（Why you want to join us?）3 我们选择你的理由？（Could you give me a reason to choose u?）第四部分：关于酒店各部门的工作职责及重要性（Duties & importance of every Dept.）1 前厅部Front office简单介绍前厅部构成、重要性以及该部门的主要职责：Make reservation、Dominate the room、Sale promotion、Check in/out for the guest、Correspond the hotels work、Deal with the guests matter or complain and so on.2 西餐厅Western restaurant介绍接待客人流程：Accept reservationseating the guestgive the menu to the guesttaking orderssigning bill for the meal介绍点餐流程：Ordering aperitifs and starts(开胃酒与餐前食品) main courses（主菜）wine（葡萄酒）dessert（甜点）。3 康乐部health and Entertainment Dept.工作职责：讲解（give the guest some explanation）、示范（Demonstrate）、推销（sale promotion）、提醒（remind sth. Needs to be noticed）4 客户关系部门Guest relations Dept.工作职责：与客人加强联系：Hold up close links to the guests、为客人提供帮助：Being a helping hand for all guests、与其他部门协调：Coordination with the other sections。第五部分：关于工作本身如何解决工作中可能会遇到的问题例如：如何应付酒店工作中遇到的比较麻烦的客人？(1) From every kind of job, you can get some knowledge and skills.(2) Try to find out the question and communicate with the guest. At the same time, you can get some experiences.(3) From this I can get some experience and learn lots of knowledge and work skills that will be useful to the job.71TOPIC 2：Courtesy English in hotel导入：假设各位作为酒店的一名工作人员，某天，要带一位客人乘电梯上楼去他的房间，上电梯时，我们先上，还是客人先上？出电梯时，我们先出，还是客人先出？为什么？（提问）告诉答案：是客人先进先出，那么“您先请”这句话怎么说？（提问）进入酒店工作，一般来说，酒店都会向员工提出两项要求，也就是注意事项：A. Keep a very small smile on your face, even if you are not talking to a guest.B. Keep your tone of voice low and never speak too loudly.解释这两项要求的重要性、补充SERVICE单词构成的知识。第一部分：欢迎和问候语(1) 早上好！Good morning! (6:00 Am. 12:00 am.)Afternoon (12:00am. -6:00pm.) evening (6:00pm. -12:00pm.)注意各时间段。(2) 您好！(初次见面时) How do you do? 很高兴见到你！Glad (Nice) to meet you!(3) 欢迎来到香格里拉！Welcome to Shangri-La hotel!(4) 希望您在我们酒店过的愉快！ 注意不同情况不同说法：客人刚入店时、客人逗留期间、客人离店时。(5) 祝您过的愉快！Have a pleasant stay! Have a good time!第二部分：电话用语(1) 接电话用语Good morning! Kaminski hotel, this is front office, Amy speaking.How may I help you? 您好！(2) 谢谢您的来电，我现在将您转到Thank you for your calling! I will put you through to 该处补充酒店各部门名称的小知识。(3) 您要留口信么？Would you like to leave a message?(4) 请稍等！Please wait for a moment! Please hold the line! Just a moment please!(5) 让您久等了！Sorry to keep you waiting!第三部分：答谢、安慰及道歉用语(1) 不用谢！您太客气了！You are welcome! / Not at all! / Thats all right!Its very kind of you!(2) 乐意为您效劳！/ 时刻为您效劳！ Its my pleasure! I am at your service (all the time)!(3) 非常抱歉！是我（们）的错！我应当道歉！ I am very sorry / I am terribly sorry / I am awfully sorry!Its my (our) fault! I do apologize!(4) 我保证此类事情以后不会再发生了！ I assure you it wont happen again!(5) 请接受我代表酒店向您道歉！Please accept my apologies on behalf of the hotel!第四部分：打扰客人用语(1) 对不起，打扰您了！Sorry to interrupt you!(2) 可以占用您一点时间吗？May I take up a few moment of your time?(3) 希望没打扰到您！I hope I havent disturbed you!第五部分：提醒用语(1)请走好！Mind your step!(2)先生您先请！After you, sir! 或者 You first, sir!(3)不用着急，先生，慢慢来！There is no hurry, sir! Please take your time!(4) 对不起，先生，恐怕您需要赔偿损失！ I am afraid you have to pay for the damage.第六部分：征询用语（1）我能为你做点什么？有什么需要帮忙的吗？May I help you? Is there anything I can do for you?（2）请问您的姓名？May I know your name, please? 请问是怎么拼写的？May I have the spelling, please?（3）现在为您点菜可以吗？May I take your order now?（4）请问您的房号？May I know (have) your room number?（5）您能慢点说吗? Could you speak slowly, please? 一个有用的句子：My English is not good enough for me to take down what you said. Heres a pen and paper for you!（6）对不起，我不是很明白我能叫经理/主管来吗？Im sorry, I dont quite understand. Should I get the managersupervisor here?（7）您对我们的服务有什么意见？What do you think of our service?TOPIC 3：The Front OfficeThe aim of a hotel is to create a home away from home for all the traveling guests who need rest, food and drink. The front office of a hotel is not only its “shop window” but also its “nerve center” .The front office staffs efficiency and personality are of great importance to guests vacation or business, and indeed, the hotels operation itself are made or ruined. The front office staff seem to “do it all” - receive reservations, register guests, assign rooms, distribute baggage, store guests valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on. In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, knowledge of languages and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them. Besides, front desk staff should encourage and settle the guests complaints. That will soothe an unhappy guest and reveal the hotels problems so that the operation can be bettered. In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive from the “home away from home”.一、Several different sections of the front office：课本上仅仅列出了四个Sections，这里补充一个。1 Operator desk总机 2Reservation desk预定处 主要职责有以下3个：（1） Making reservation for the individual guests（2） Accept the travel agents.（3） Adjusting a reservation. 3The front desk接待处 主要职责是Dominate the room、Sale promotion、Check in/out for the guests、Correspond the hotels work、Deal with the guests matter or complain。4Concierge / Information desk礼宾部 主要为客人提供信息（Offer the information the guest need）、订票（buy the ticket for the guest）、接送客人（Take engagement and send off for the guest）、搬运行李（portage the baggage）等等。5Cashiers desk收银台主要办理客人的Settle accounts、exchange the currency和check out of the hotel。二、the front office employees and their responsibilities.1 Reservationist2 Receptionist3 Assistant manager4 Bellboy 5 Cashier6 Operator三、课后术语讲解四、课后练习五、总机英语讲解补充（饭店英语资料里的酒店前厅礼貌用语补充）1、早上好/下午好/晚上好,香格里拉大酒店，我可以帮您吗？Good morning/afternoon/evening, Shangri_la Hotel, May I help you?2、请稍候，我帮您将电话转给陈先生。One moment please, Ill connect you to Mr. Chen.3、对不起让您久等了。Sorry to have kept you waiting so long.4、电话正在使用，您是否等一会儿或者留下一个口信呢?The line is busy. Would you like to hold the line or leave a message?5、请不要挂电话。Hold the line, please.6、请问贵姓？May I know who is calling?7、对不起，我听不清楚，请大声点。Sorry, I cant hear you. Could you speak a little louder，please?8、对不起，我听不懂，请您讲慢一点。Sorry, I cant follow you. Could you speak slowly?9、您要留言给他吗？Would you like to leave him a message?10、是对方付费还是自付？Do you want a collect call or a paid call?11、对不起，电话没人接。Im sorry, but nobody is answering the phone.12、对不起，酒店规定我们不能公开客人房号。Im sorry, but according to hotel policy we are not permitted to give out guests room number.TOPIC 4：Making ReservationThe type of the room：Single room：A room occupied by one person.Twin room: two single beds for 2 people.Double room: a room with one large bed for 2 people.Triple room: a room with 3 single beds for 3 people.Suite: two or more rooms including a bedroom, a sitting room and a bathroom.Duplex：A two-story suite connected by a stairway.Deluxe room: Expensive and beautiful.Double-queen: A room with a large bed and a huge bed.补充：A closet room: a room has a single or double bed that is folded away in a closet.A studio room has a couch that can be converted into a bed.Adjoining rooms:相邻的两套房间。Adjacentconnecting rooms: two bedrooms with a connecting dooralso called a family room.中间相通的两套房间。一、个人预订（PPT演示）介绍酒店为个人做预订的流程，并在讲解过程中，介绍如何应对紧急情况，例如：酒店没有客人需要的房间，有哪些措施可以解决问题。如果是Operator,则将电话转接到预订处。如果是Reservationist，首先问好。在得知客人要求预订房间之后：（流程讲解）第一步：确定时间 When for, sir?第二步：确定当天有无可预订房 (1)请客人稍等：Please wait for a moment.（补充P8有用句型）(2)检查预订情况： Ill check if there is a room available. 或 Ill check the room availability.可能会有不同情况：情况一：有可供预订的客房。（注意：一般不告诉对方房号。）Yes! We do have a single room for you on that day.此处可简单介绍房间信息，如：价格、设施等。The rate of the room is $ 80 per night. Is that OK?情况二：无可供预订的客房。Im sorry! We are full booked that day.介绍解决方案：(1)推荐其他房型：May I suggest a double room?May I suggest an executive single room?(2)建议客人加入酒店的等候名单：We might have cancellations.Would you like us to put you on our waiting list? (3)推荐其他酒店：Could I recommend you another hotel that is not full?(补充讲解课后有用句型部分要点)第三步：确定对方姓名及预订天数：May I know your name, sir?How many nights should I book it for you?第四步：总结并询问对方意见：确定日期、房型、价格等是否有误。第五步：询问对方联系方式（如电话、传真、地址等）What about your telephone number?May I know your fax number / address?第六步：要求对方确认预订Ill fax the confirm letter to you.Could you please confirm your booking in writing as soon as possible?第七步：告别二、课堂模拟预订练习P9 Exercise 1 (role-playing 1)三、团体预订讲解大致的流程与个人预订基本相同。注意事项：1 询问对方团队到店时间（做好准备）2 若对方要求价格优惠时如何处理3 对团体客人预订房时，要求其先预付30-50%的定金。4 提醒对方保留房间的最后时间。（we will hold your room until 6:00 p.m. Will that all right?对于VIP客人，时间可以适当延长到11：00，例如交接班时。）四、课堂模拟团体预订练习P9 Exercise 1 (role-playing 3)P10 Exercise 3、4五、预订调整（Adjusting a reservation）及fully booked补充超额预订的知识。课后练习P11 Exercise 5TOPIC 5：Check In 一、registration form的主要内容：（PPT演示）room number房号是确定房间类型和房价的主要依据。注明房号同时有利于查找、识别住店客人及建立客账。name(surname姓=family name=last name first name名) 姓名与性别是识别客人的首要标志，服务人员要记住客人的姓名，并要以姓氏去称呼客人以示尊重。美国人先说名再说姓，如：Bill Clintonaddress(留地址的原因：遗留物品邮寄、邮件服务、促销品、礼物、账单)nationality、sex、passport number、date of arrivaldeparture掌握客人准确的抵店日期、时间，有助于计算房租查询、邮寄等系列服务的顺利进行；而了解客人的预计离店日期，则有助于订房部的客房预测及接待处的排房（Room Assignment），并有助于客房部清扫工作的安排。rate of the room房租是客人与接待员在饭店门市价的基础上协商而定的，它是建立客账、预测客房收入的重要依据。如标准价（Rack Rate）为US$100，给客人8折优惠，在登记表上最好以US$100-20%的方式标记。这种方式虽不符合逻辑，但易于操作，既反映了标准价，又表明了优惠率。the way of payment(cash、credit card、cheque) 确定付款方式有利于保障客房销售收入及决定客人住宿期间的信用标准，并有助于提高退房结账的速度。最主要还是方便住客，由饭店为其提供一次性结账服务。received by(接待员签字) 、guest signature(客人签字)note：登记表上的管理声明，即住客须知，它告诉客人住宿消费的注意事项，如：退房时间（Check out Time）为中午1200前，建议客人使用前厅收款处的免费保险箱，否则如有贵重物品遗失，饭店恕不负责，还有会客时间的规定等内容。二、课本对话学习21、22、23在对话的学习过程中插入课后NOTE及有用的句子。三、Process of chick in for the guests接待客人流程1Greeting the guests 问候客人Good morning, sir! Welcome to holiday inn. (Im Amy Chen.) May I help you? 或者 Is there anything I can do for you? 2Found out whether he has made the reservation.确认有无预订有些客人到达前台之后会主动告诉员工：I have made a reservation three days ago; I booked a double room in your hotel.也有些客人不主动告诉员工其有预订，所以我们要主动问客人有无预订：Do you have a reservation with us?3Ask the name of the guest询问姓名核实是否预定May I know the your name, sir?May I know the spelling?Please wait for a moment, I will check the reservation record(若时间长，请客人原谅等待时间过久-sorry to keep you waiting!)Yes, we have your reservation.4Repeat the information of the room重复房间信息以防止出错课本上没有的知识点，补充！You have reserved a single room in our hotel from today to the 8th. Am I right?5Help the guest fill in the registration form帮助客人填入住登记表该表一般一式两份，一份由酒店前台收银处保存，另一份交公安部门备案。6Prepare the key card for the guest and give it to the guest7Call the bellboy to take the guest to his room with his luggage请行李员带客进房四、课后练习2、3五、课本对话学习24六、Deal with the emergency 紧急特殊情况的处理1客人以为预订，但实际上却没有。先查预订记录，如果没有的话，此时可要求对方出示酒店发给他的确认信。Im sorry, but we dont have your reservation record.May I see your confirmed letter?如果对方没有，那么此刻可以推销酒店的客房。What kind of room would you like?2客人预订，但酒店出错没有及时记录。（对方有确认信）如果酒店有他需要的房型，可马上安排。如果需要的房型已经卖完了，此时要及时补救：Im terribly sorry. Its our fault. I do apologize!Our single rooms are sold out.Can I recommend you a double room? We will charge you the original price! Do you agree?Sorry for the incontinence / unpleasure we bring to you.若高档房卖完，可推荐低档房，降低价格或者加送服务。七、NOTE注意要点：1一般在check in的时候，要提醒客人check out time是多少。2贵重、易碎物品请保存 Safety deposit boxes available at cashier counter at no charge. Hotel will not be responsible for any loss of your property.加入案例（客人丢手表）+班级讨论3Check out时钥匙要交回Please return your key card to cashier counter after you check out.4排房艺术八、Brief summary 总结流程的知识点补充：报公帐对话有用的句子注意事项TOPIC 6：Courtesy English For Concierge在宾客心目中，前厅大堂服务是能提供全方位“一条龙服务”的岗位，其英文名称为“Bell Service”（大厅服务）和“Concierge”（礼宾服务）。为了能统一指挥、协调前厅礼宾员工的对客服务，饭店常在大堂某一区域设置礼宾值班台，由礼宾司或具有较丰富经验的礼宾员工担任值班工作。前厅礼宾服务提供迎宾、行李安置等各项服务。位于大堂内的礼宾部工作很多，我们看一下，具体的工作有哪些。1回答客人的咨询，提供准确的信息查询服务。（旅游景点、饭店、购物中心、医院等等）2留言服务。（访客留言和住客留言）3处理客人的邮件。（分检和派送收进邮包、代售邮票及为住客寄发邮件）4行李服务（散客、团体、换房行李服务、行李寄存）5宾客迎送服务（一般客人、VIP客人） 贵宾（VIP）（Very Important Person）。主要包括政府方面、文化界、饭店方面的知名人士等。 公司客户（CIP）（Commercially Important Person）。主要指大公司、大企业的高级行政人员、旅行社和旅游公司职员、新闻媒体工作者等。 需特别关照的客人（SPATT）（Special Attention Guests）。主要指长住客（Long-stay Guests）以及需要特别照顾的老、弱、病、残客人等。6完成客人委托代办的事情。这一部分工作很烦琐，有接车（机）服务、传呼找人服务、转交物品、预订出租车服务、订票服务、快递服务、旅游服务、代订客房、订餐服务、外修服务、雨具提供及保管服务等等。第一部分：Bell service(大厅服务)一、Bell service的基本用语1、您有几件行李？How many pieces of baggage do you have?2、我带您去前台，请跟我来。Ill show you to the Front Desk. This way, please.3、我带您到房间去。Ill show you to your room.4、您的袋子里有什么贵重物或易碎的东西吗？Is there anything valuable or breakable in your bag?5、先生/女士，您先上。After you, sir/madam.6、您要回酒店时，请给司机看这张名片。Please show this card to the driver when you return to the hotel.7、地很滑，请小心走。Its slippery, please mind your feet.。Watch your step, please.8、请检查东西是不是都在呢？Could you check that everything is here?9、这是您的取物条，先生。This is your claim tag, sir.10、请稍等，我去拿一辆行李车。Just a moment, please. Ill bring a trolley.11、这是您的行李吗？Is this your baggage?12、这是您所有的行李吗？Is this all your baggage?13、小心您的头。Please mind your head.14、先生，我帮您提行李好吗？May I help you with your bags, sir?15、您可以到服务台领取行李。Your bags may be picked up from the Bell Captains Desk.16、先生，请带着取物条到楼下服务台领取行李好吗？Could you come down to the Bell Captains Desk with your claim tag to pick up your bags, sir?（演示取物条前厅与客房管理46页）补充知识：为了能做好行李服务工作，要求行李组领班及行李员必须具备下列条件：（1）掌握饭店服务与管理的基础知识。（2）了解店内、店外诸多服务信息。（3）具备良好的职业道德，诚实，责任心极强。（4）性格活泼开朗，思维敏捷。（5）熟知礼宾部、行李员的工作程序及操作规则、标准。（6）熟悉饭店内各条路径及有关部门的位置。（7）能吃苦耐劳，做到眼勤、嘴勤、手勤、腿勤。（8）善于与人交往，和蔼可亲。（9）掌握饭店内餐饮、客房、娱乐等服务内容、服务时间、服务场所及其他相关信息。（10）掌握饭店所在地名胜古迹、旅游景点及购物场所的信息。行李员需要填写的行李登记表（补充前厅与客房管理42页）二、课本对话学习3-1、3-2、3-3三、对话总结带客进房的流程1Taking a guest to the room问好：Good morning, sir. I will show you to you room.核对行李：You have two suitcases and one bag. Is that right? Is there anything valuable or breakable in your bag?Valuable: You can keep it in the safety deposit box.Breakable: lets be careful. Could you take this bag with you, sir?拿房卡带客：May I have your room key?Your room is on the 8th floor.Please follow me.2Arriving at the room（进门之前先敲门，防止出现失误）放行李：This is your room. May I put the bag here, sir?核对行李：Is this the correct number of your luggage?(Shall I open/close the curtains for you?)转交房卡：Here is your room key.(Is there anything else I can do for you?)祝愿：Hope you enjoy your stay with us.四、课后Useful sentence讲解五、English for tips.首先，在遇到这样的情况时不要惊慌，不要觉得不好意思。特别是第一次遇到时，有些员工好象没准备好，结果摆手连声说“no，no”然后跑掉了。接下来我们学习一下如何有礼貌地拒绝小费和接受小费。客人：Here is something for you.员工：Its very kind of you.1. But a 10%service charge will be added to your bill.2. But we dont accept tips.3. But we have no tipping system in our hotel.4. But we are not allowed to accept tips.客人坚持：No, Id like you to have it.员工：Well, if you insist, sir. Thank you very much.在酒店里，小费一般不会太高。现在的外国人不象以前那样一掷千金了，一般也就几十块钱。比如提行李上楼，他会给20左右。5星级是这样。不同地方给的也会有所不同。注意主管经理在不能收。（讲一下上海发生的小费案例。4万美金。） 六、课后练习1-role-playing 1、2、3、4第二部分：Concierge service一、leave word service前厅问讯处受理的留言有两类：访客留言和住客留言。1访客留言访客留言是指来访宾客对住店宾客的留言。问讯员在接受该留言时，应请访客填写一式三联的“访客留言”（PPT演示VISITORS MESSAGE）。第一联放入钥匙邮件架内，第二联送电话总机组，第三联交行李员送往客房。留言灯、有些饭店规定问讯员要每隔一小时就通过电话通知宾客，这样做的目的是让宾客最迟也可在回饭店一小时之内得知留言内容，以确保万无一失。2住客留言住客留言是住店宾客给来访宾客的留言。宾客离开客房或饭店时，希望给来访者留言，问讯员应请宾客填写“住客留言” 。（PPT演示MES