酒店基础英语培训Basic-Hotel-English-Trainingppt课件

.,BasicHotelEnglishTraining酒店基础英语培训,.,IntroduceMyself,.,OurAgreement我们的协议,YourImage=HotelImage您的形象=酒店形象Whenyouattendourtraining,pleasemakesurethat.当您参加我们的培训时,请注意以下事项：,.,OurAgreement我们的协议,*AlwaysBEPUNCTURAL准时ShowourWONDERFULGROOMING优秀的仪容仪表HavetheCellularPhoneOFF关闭手机,.,OurAgreement我们的协议,AlwaysmindourBEHAVIOR注意您的言行AlwaysBEPOSITIVEdrACTIVE积极参与AlwaysKEEPTHETRAININGVENUETIDY&CLEAN保持培训场所的整洁,.,TheWayWeWork我们的工作方式,Integrity诚信Ourcustomersknowweconsistentlydowhatwesay.我们的顾客知道我们始终是言行一致的。Trust信任Wehavefaithineachotherasastartingpointinourworkingrelationships.我们彼此的信任是我们建立工作关系的基础和起点。,.,TheWayWeWork我们的工作方式,Respect尊重Wetreateveryonewithdignity,whoevertheyare.我们尊重每一个人,无论他们是谁。OneTeam一体Weareonebusiness,andweallworkasateamtoleadandwin.我们从事同一个事业,我们象一个队伍一样前进并赢得胜利。,.,TheWayWeWork我们的工作方式,Service服务Wedowhatittakestodelivergreatservice.我们竭尽所能提供优质服务。,.,OrganizationchartofHousekeepingDept.管家部组织结构图,.,TherelationshipbetweenthesectionsofHSKP管家部各分部之间的关系,.,.,PublicArea公区,.,Floor楼层,.,UsefulWords,HotelCenturyDepartmentHousekeepingFrontOffice,.,UsefulWords,FloorPublicAreaServiceCenterLinenRoomCaptain,.,UsefulWords,FinanceManagerGuestCheckIn,.,UsefulWords,MorningNightEveningLeft/Right,.,Part1:,Greeting：问候语：,GoodMorning早上好（00:0012:00）GoodAfternoon中午好（12:0018:00）GoodEvening晚上好（18:00-00:00）,.,PART1,Howdoyoudo?你好！Nicetomeetyou.很高兴见到您！Haveaniceday!祝您有愉快的一天！,Greeting：问候语：,.,PART2,Thankyou！谢谢！Itsverykindofyou.您太客气了Thankyouforyourcoming!感谢您的到来！,ExpressThanks：表达谢意：,.,PART2,ExpressThanks：表达谢意：,Thankyouforyourcalling.感谢您的来电。Youarewelcome.不客气。Itsmypleasure.很乐意为您服务。,.,PART3,Sorry/Excuseme对不起/请原谅。Sorrytokeepyouwaiting.抱歉让您久等了。MayIbegyourpardon？请您重复一遍好吗？,Apologize：表达歉意：,.,PART3,Thatsallright没什么。Itdoesntmatter没关系。Takeiteasy.没关系的。,Apologize：表达歉意：,.,PART4,GivingDirection：指示方向：,Gostraightahead,Please.请您一直往前走。Pleaseturnleft/right.请左转/请右转。Thiswayplease.请这边走。,.,PART5,OfferingHelp：提供帮助：,HowmayIhelpyou?有什么可以帮您的吗？IsthereanythingIcandoforyou?有什么我可以为您做的吗?Letmegiveyouahand.让我帮您吧。,.,PART6,Remind：提醒客人,Mindyourstep!当心您的脚下！Pleasebecareful!请小心！Pleasedontleaveanythingbehind.请别忘记东西。,.,PART7,Haveanicetrip!祝您一路顺风！GoodBye!再见！Goodbyeandhopetoseeyouagain.再见，希望您下次再来。,Farewell：道别：,.,PART8,Internalcalls内线电话:Goodmorning,XXXdepartment,XXXspeaking,howmayIassist/helpyou?早上好，XXX部门，我是XXX，请问有什么可以帮您的吗？Example例如：Goodmorning,Housekeeping,Jasenspeaking,howmayIassistyou?早上好，管家部，我是Jasen,请问有什么可以帮你的吗？,.,PART8,Externalcalls外线电话:Goodmorning,XXXHotel,XXXspeaking,howmayIhelpyou?早上好,XXX酒店,我是XXX,请问有什么可以帮您