酒店收银英语培训课件

HotelCashierEnglishTrainingCoursewareCATALOGUE目录IntroductionBasicEnglishlanguageforhotelcashiersCommonEnglishvocabularyandexpressionsforhotelcashiersEnglishcommunicationskillsforhotelcashiersHotelCashierEnglishPracticalExerciseSummaryandReviewIntroduction01EnablecasestocommunicateeffectivelywithinternationalguestsImproveservicequalityandenhancecustomersatisfactionIncreasetheprofessionalismandefficiencyofthecashierteamTrainingobjectivesWiththeglobalizationofthetourismindustry,hotelsneedtoprovidehighqualityservicetointernationalguestsCashiersplayacriticalroleinsafeguardingguestsatisfactionandareofthefirstpointofcontactforguestsHowever,manyhotelcashierslacksufficientEnglishcommunicationskills,whichcanleadtocommunicationdifficultiesandaffectservicequalityTrainingbackgroundBasicEnglishlanguageforhotelcashiers02GreencustomerswithafriendlysmileandwarmtoneUsethecustomer'snameortitleifavailableIntroduceyourselfandaskifthecustomerneedsanyassistanceExpressyourwillingnesstohelpandmakethecustomerfeelwelcome01020304Welcomemessage

InquiryaboutcustomerneedsAskthecustomerwhattypeofservicetheyrequire,suchascheckin,checkout,oranyotherrequestsProbeforspecificdetails,suchasthetypeofroom,durationofstay,oranyspecialrequestsUsepolicyandrelevantlanguagetoensurethecustomerfeelingsarevaluedandobservedRepeatthecustomer'srequestsbacktothemtoensureaccuracyandunderstandingConfirmthedetailsofthereservationorrequest,includingthedate,time,andspecificrequirementsAskifthecustomerhasanyquestionsorconcernsabouttheirupcomingstageConfirmcustomerrequirementsThankthecustomerforstayingatthehotelandexpressyourhopefortheirsatisfactionInformthecustomerofanyrelevantinformationaboutcheckoutproceduresorfuturestagesRequestthecustomer'sfeedbackontheirstayandaskifthereisanythingelsetheyneedassistancewithWishthecustomerapleasantjournalandbidthemfarewellwithafriendlyfarewellmessageCheckoutandFarewellSpeechCommonEnglishvocabularyandexpressionsforhotelcashiers03ThemainreceptionareawhereguestscheckinandoutFrontdeskIncludesamenitiessuchasaccommodations,bars,fitnesscenters,swimmingpools,andmeetingroomsHotelfacilitiesProvidearangeofservicestoguests,includinginformationaboutthehotel,assistancewithrequests,andsolvingproblemsGuestservicesHotelfacilitiesandservicesAbasicroomwithtwobeds,abasicroom,andbasicamenitiesStandardroomAmoreluxuriousroomwithadditionalfeaturesandamenitiesthanastandardroomDeluxeroomAroomwithseparatelivingandsleepingareas,oftenwithakitchenorbutlerserviceSuiteThecostoftheroom,whichcanvarydependingontheseason,roomtype,andlengthofstayPriceRoomtypeandpricePaymentmethods01Acceptedmethodsofpaymentincludecash,creditcards(Visa,Mastercard,AmericanExpress),debitcards,andtravelers'checksCancellationpolicy02DetailsoftheconditionsunderwhichareservationcanbecancelledandthepossiblepenaltiesforcancelingareservationCheckouttime03ThelatesttimethatguestscancheckoutwithoutadditionalchargesPaymentmethodsandpoliciesAcomplaintisadissatisfactionorgrievanceexpressedbyaguestaboutthehotel'sservicesorfacilitiesAsuggestionisanimprovementorideaofferedbyaguesttoenhancetheirstayorthehotel'soperationsComplaintandsuggestionhandlingSuggestionComplaintEnglishcommunicationskillsforhotelcashiers04单击此处添加正文，文字是您思想的提炼，为了最终呈现发布的良好效果，请尽量言简意赅的阐述观点；单击此处添加正文，文字是您思想的提炼，为了最终呈现发布的良好效果，请尽量言简意赅的阐述观点；单击此处添加正文，文字是您思想的提炼，为了最终呈现发布的良好效果，请尽量言简意赅的阐述观点；单击此处添加正文10*16Identifyandresolvecustomerissues:Hotelcashersneedtolistencarefullytocustomers'concernsorcomplaintsandtakeappropriateactiontoresolvethemTheyshouldbeabletoidentifythenatureoftheissueandcommunicatewiththecustomertofindasatisfactorysolutionUnderstandandrespondtotelephoneinquiries:HotelcashiersshouldbeabletounderstandandrespondtotelephoneinquirieseffectivelyTheyshouldbeabletohandleincomingcalls,takemessages,andprovideinformationabouthotelservicesandfacilitiesListeningcomprehensionskillsSpeakclearlyandconfidentlyHotelcashersshouldbeabletospeakclearlyandconfidentlywhencommunicatingwithcustomersTheyshouldengagetheirwordsanduseappropriatepromotiontoensurethatcustomerscanunderstandthemUseappropriatelanguageHotelcashiersshoulduseappropriatelanguagewhencommunicatingwithcustomersTheyshouldusepolicyandfriendlylanguage,avoidusingtechnicaljargon,andadapttheirlanguagestyletothecustomer'spreferencesSpeakwithapleasanttoneHotelcashersshouldstrivetomaintainapleasanttonewhenspeakingwithcustomersTheyshouldbefriendly,approachable,andwillingtohelp,whilealsobeingmindfulofthecustomer'sneedsandpreferencesOralexpressionskills010203HandlerequestsforinformationHotelcashiersshouldbeabletoprovidecustomerswithinformationabouthotelservicesandfacilitiesTheyshouldbeknownaboutthehotel'soffersandbeabletoprovideaccurateandusefulinformationtocustomersAddresscustomerconcernsHotelcashiersshouldbeabletoaddresscustomers'concernsorcomplaintseffectivelyTheyshouldbeemotional,listencarefully,andtakeappropriateactiontoresolvetheissueHandlerequestsforassistanceHotelcashiersshouldbereadytoassistcustomerswiththeirrequestsTheyshouldbeabletoprovidedirections,helpwithtransportationorhospitalityreserves,andotherrequeststhatmayariseMethodstoaddressdifferentcustomerneedsHotelCashierEnglishPracticalExercise05Acustomerinquiriesaboutthehotel'sfacilitiesandservicesScenario1Scenario2Scenario3Acustomerrequestsinformationaboutthehotel'snearbyattractionsAcustomerrequiresaboutthecheckouttimeandprocedures030201SimulatecustomerconsultationscenariosAcustomerrequestsareceiptfortheirstayScenario1Acustomerrequiresaboutthehotel'spaymentmethodsScenario2AcustomerrequestsalatecheckoutduetoadelayedflightScenario3SimulatecheckoutscenarioScenario2AcustomerisdissatisfiedwiththequalityofthebreakfastpreservedinthehotelScenario1AcustomercomplainsaboutthenoiselevelintheirroomScenario3AcustomerreportsabrokenitemintheirroomHandlingcustomercomplaintsscenariosSummaryandReview06CourseobjectivesThiscourseaimstoimprovehotelcashers'Englishcommunicationskills,includinglistening,speaking,reading,andwritingtobetterserveinternationalguestsCoursecontentThecoursecoversarangeoftopicsrelatedtohotelcashierwork,includingmeetings,checkinginand