1、,Basic Hotel English Training酒店基础英语培训,Introduce Myself,Our Agreement我们的协议,Your Image = Hotel Image 您的形象= 酒店形象When you attend our training, please make sure that . 当您参加我们的培训时,请注意以下事项：,Our Agreement我们的协议,* Always BE PUNCTURAL 准时 Show our WONDERFUL GROOMING 优秀的仪容仪表 Have the Cellular Phone OFF 关闭手机,Our
2、Agreement我们的协议,Always mind our BEHAVIOR 注意您的言行Always BE POSITIVE dr ACTIVE 积极参与 Always KEEP THE TRAINING VENUE TIDY & CLEAN 保持培训场所的整洁,The Way We Work 我们的工作方式,Integrity 诚信 Our customers know we consistently do what we say. 我们的顾客知道我们始终是言行一致的。Trust 信任 We have faith in each other as a starting point in
3、our working relationships. 我们彼此的信任是我们建立工作关系的基础和起点。,The Way We Work 我们的工作方式,Respect 尊重 We treat everyone with dignity, whoever they are. 我们尊重每一个人,无论他们是谁。One Team 一体 We are one business, and we all work as a team to lead and win. 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。,The Way We Work 我们的工作方式,Service 服务 We do wha
4、t it takes to deliver great service. 我们竭尽所能提供优质服务。,Organization chart of Housekeeping Dept. 管家部组织结构图,The relationship between the sections of HSKP管家部各分部之间的关系,Public Area公区,Floor楼层,Useful Words,HotelCenturyDepartmentHousekeepingFront Office,Useful Words,FloorPublic AreaService CenterLinen RoomCaptain
5、,Useful Words,FinanceManagerGuestCheck In,Useful Words,MorningNightEveningLeft/Right,Part 1:,Greeting： 问候语：,Good Morning 早上好 （00:00 12:00）Good Afternoon 中午好 （12:00 18:00）Good Evening 晚上好 （18:00 - 00:00）,PART 1,How do you do? 你好！ Nice to meet you. 很高兴见到您！ Have a nice day! 祝您有愉快的一天！,Greeting： 问候语：,PAR
6、T 2,Thank you！谢谢！Its very kind of you. 您太客气了Thank you for your coming! 感谢您的到来！,Express Thanks：表达谢意：,PART 2,Express Thanks：表达谢意：,Thank you for your calling. 感谢您的来电。You are welcome.不客气。Its my pleasure. 很乐意为您服务。,PART 3,Sorry/Excuse me 对不起/请原谅。 Sorry to keep you waiting. 抱歉让您久等了。 May I beg your pardon ？
7、 请您重复一遍好吗？,Apologize：表达歉意：,PART 3,Thats all right 没什么。 It doesnt matter 没关系。 Take it easy. 没关系的。,Apologize：表达歉意：,PART 4,Giving Direction：指示方向：,Go straight ahead, Please. 请您一直往前走。 Please turn left / right. 请左转/请右转。 This way please. 请这边走。,PART 5,Offering Help：提供帮助：,How may I help you? 有什么可以帮您的吗？ Is th
8、ere anything I can do for you ? 有什么我可以为您做的吗? Let me give you a hand. 让我帮您吧。,PART 6,Remind：提醒客人,Mind your step! 当心您的脚下！ Please be careful ! 请小心！Please dont leave anything behind. 请别忘记东西。,PART 7,Have a nice trip! 祝您一路顺风！ Good Bye! 再见！ Good bye and hope to see you again. 再见，希望您下次再来。,Farewell：道别：,PART 8
9、,Internal calls 内线电话: Good morning ,XXX department, XXX speaking ,how may I assist/help you? 早上好，XXX 部门，我是XXX，请问有什么可以帮您的吗？Example例如： Good morning, Housekeeping, Jasen speaking, how may I assist you? 早上好，管家部，我是Jasen,请问有什么可以帮你的吗？,PART 8,External calls 外线电话: Good morning, XXX Hotel, XXX speaking, how may I help you ? 早上好, XXX酒店,我是XXX,请问有什么可以帮您的吗?Example例如： Good Morning ,Yuanhe Century Hotel,Jasen Speaking,How may I assist you？ 你好，元和世纪酒店，请问有什么可以帮您的吗？,Stay Smile 保持微笑,Thank you!,
