酒店前厅部英语培训课件

a brief introduction of Front office department in HotelsThe Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests.It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests.Duties and TasksA front office attendant may perform the following tasks: * receive reservations for accommodation from clients, either in person or by telephone, fax or email * take guests' details and allocate their rooms * talk to transport carriers (e.g. airlines, bus companies, rental car agencies) to make travel arrangements for guests and to find lost luggage * inform guests about the hotel/motel's facilities, policies and procedures * provide tourist information to guests * make reservations for sightseeing tours, restaurants, the cinema and live entertainment * deal with enquiries and requests from guests * take messages for guests * calculate guests' bills and issue receipts upon payment * arrange accommodation for guests travelling to other destinations * perform cashier duties, cash travellers cheques and exchange foreign currency * place guests' possessions in a safe if requested * coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries * follow in-house procedures to help ensure the security of guests and employees * perform general secretarial duties, such as preparing correspondence and attending to a switchboard.SpecialisationsIn a small or medium-sized hotel, all of the above duties may be carried out by one person. However, in an international standard hotel, several attendants may be employed. Each attendant is allocated a set of specific duties to perform (e.g. one may attend to guest reception, another may be responsible for the switchboard, while another works as an information officer).With experience and sometimes further training, hotel and motel front office attendants can progress to supervisory or management positions.

The lobby of the Department of the window as a hotel, every employee must directly face the guests, staff attitude and service quality of the hotel reflects a standard of service and management level, therefore the training of its staff is the focus of our work this year to Division for the development of five training programs in detail: for switchboard, call our language skills training; Department for baggage luggage storage service delivery and training; receptionist courtesy and skills training; in particular, this year July all employees of the lobby of the Department carried out a month-long foreign language training, assessment for this year's stars to lay a foundation for review, only through training so as to enable the staff knowledge and service skills to further improve in order to better for the provision of quality services to the guests.

酒店前厅英语 ：前厅服务常用口语 酒店前厅英语 （一） Welcome to our hotel. 欢迎光临。 Can I help you? 我能帮您忙吗？ What kind of room would you like, sir? 先生，您要什么样的房间？ Please wait a moment. I have to check if there is a room available. 请稍等，我查一下有没有空房。 酒店前厅英语 （二） Enjoy your stay with us. 希望您在我们这里住的愉快。 May I know your name and your room number, please? 我可以知道您的名字和房间号码吗？ Excuse me ,sir, could you spell your name? 请问您的名字如何拼写？ Here’s your room key. 这是您的房间钥匙。 酒店前厅英语 （三） I’m sorry to keep you waiting, sir. What can I do for you? 先生，对不起，让您久等了。我能为您做点什么吗？ Please wait your turn. 请排队等候。 May I known your name, please? 请问尊姓大名？（不认识客人时用） I’m sorry, sir. Our hotel rooms are all booked at this moment. We have no vacancy. 对不起，先生。我们已经客满，没有空房间。 酒店前厅英语 （四） Don’t mention it. My pleasure. 请不要客气，我乐意效劳。 Have a good rest, sir. 先生，请好好休息。 Good morning, sir. Can I be of service to you? 早安，先生。我可否为您效劳？ A moment, please. I will be with you as soon as possible. 请稍等片刻。我将尽快帮您办。 酒店前厅英语 （五） Here is your bill, sir. 先生，这是您的帐单。 Please wait a moment while I calculate your bill. 请稍等片刻，我立刻就把您的帐单结算出来。 We accept the following credit cards,madam. 小姐，我们接受以下几种信用卡。 Please sign here, sir. 先生，请在这签上您的名字。 酒店前厅英语 （六） We hope you will come stay with us again. 希望您再光临我们酒店。 Would you please exchange us dollars for RMB. please? 麻烦您替我将美元兑成人民币好吗？ The rates of exchange are on the board, sir. 先生，请参考告示牌的外币兑换价。 I’m sorry but We do not exchange Hong Kong dollars into Japanese yen. 对不起，我们不能将港币换成日元。 酒店前厅英语 （七） Please could I see your passport or other identification, madam? 小姐，请出示您的护照或其它身份证明文件。 Be sure to keep it. 请好好保存。 Please check it. 请点一下。

自学如果不行的话呢，那就报班吧你主要是要学习酒店口语，你可以试试这个呀，蛮好的说