第一篇：2010年酒店英語培訓方案大全

2010年暑期《酒店英語》培訓方案

一、指導思想：

隨著我國酒店業在經濟和社會發展中的作用不斷加強，在世界酒店業中的地位不斷提高，人才建設日益提高到重要的戰略地位，人們充分認識到酒店人才培訓的重要性，增強了酒店人才建設的責任感和緊迫感，真正把人才培養作為事關酒店業發展的一件大事來抓。

二、培訓目標

知識培訓，是組織培訓中的第一層次。知識培訓有利于理解概念，增強對新環境的適應能力。同時，要系統掌握一門專業知識，則必須進行系統的知識培訓，如要使酒店員工熟練地掌握前臺接待知識，不經過系統的知識培訓是達不到要求的；要培養一個酒店的大堂副理，沒有系統的知識培訓是不可能實現的。雖然知識培訓簡單易行，但容易忘記，僅停留在知識培訓層次上，效果不好是可以預見的。

技能培訓，這是酒店培訓中的第二個層次，也是目前酒店內最重視的一個培訓項目，是指能使某些事情發生的操作能力。技能一旦學會，一般不容易忘記，如擺臺，鋪床等等。招進新員工，都不可避免要進行技能培訓，因為抽象的知識培訓不可能立即適應具體的操作。

素質培訓，是組織培訓的最高層次。此處“素質”是指個體能否正確地思維。素質高的員工應該有正確的價值觀，有積極的態度，有良好的思維習慣，有較高的目標。素質高的員工可能暫時缺乏知識和技能，但他會為實現目標有效地、主動地學習知識和技能；而素質低的員工，即使已經掌握了知識和技能，但可能不用。

三、培訓要求：

通過本次培訓，員工應基本達到如下要求：

1．聽力

能理解母語為英語的人士的以慢于正常的語速（每分鐘120詞左右）并帶有停頓、重復和解釋的談話。內容包括：

詢問酒店或旅游信息的電話交談；

說明酒店或旅游業常見物品的功能、特性；

酒店客人、游客或飯店員工講述他人的個人經歷或事情；

對某一地區某地點的方位描述。2．閱讀和詞匯

能閱讀并理解簡單的課文，閱讀生詞數在總詞數的3%左右，閱讀速度不低于每分鐘50詞。內容包括：

摘自旅游指南、旅游雜志、宣傳冊、國際旅游文獻的簡單文章；

描述和介紹歷史重大事件和名勝古跡的簡單文章；

旅游或酒店客人的有關事務的文章；

介紹酒店有關政策、規章和有關物品的使用的文章； 3．口語

講話有偶爾的停頓、重復并重復性的發音錯誤和母語的語調，但基本上不妨礙交流，能清楚地完成交際任務，并基本能運用轉述、求助、直譯等交際策略幫助語言交流。4．寫作

能用英語填寫關于酒店和旅游業的表格，套寫便函、簡歷等，詞句基本正確，無重大語法錯誤，格式基本恰當，表達清楚。5．文化知識

熟悉中國文化傳統和民俗，了解一些英語國家的歷史文化傳統、風俗習慣；具有一定的人文素養。

四、培訓對象： 南安大酒店一線員工

五、培訓時間

2010年8月12日——8月22日，8月11日報到，總共10天。

六、培訓方式

由外語系專業課任課教師授課。采取師生“合作”教學模式和“案例”教學法將真實的小學英語課堂融入到培訓課中，使學員的教育教學理念和從教水平在短期內取得一定的進步。

七、考核方式

考核采用筆試與口試相結合，注重提高學員的個人能力素質。要求學員必須參加培訓期間所進行的各種形式的單科測驗，合格者頒發結業證書。

八、上課安排

上課時間: 上午 8:30---11:00 下午 3:00---5:00

漳州城市職業學院外語系

2010年6月

附件一：酒店英語培訓習題與參考答案

附件一：

酒店英語培訓習題Test(1)

I.Select appropriate Chinese equivalents for the following English expressions.1.Making a Reservation

______________

2.Checking in

______________ 3.Bell Service

______________ 4.Information Service

______________ 5.Exchanging Money

______________

6.Complaints

______________ 7.Checking out

______________ 8.Credit card

______________ 9.Passport

______________ 10.Room Card

______________ 11.Claim tag

______________ 12.Exchange rate

______________

13.Suite

______________ 14.Single room

______________ 15.Double room

______________

A.結賬 B.登記入住 C.客房預訂 D.提送行李服務 E.信息服務 F.兌換外幣 G.處理投訴

H.信用卡 I.行李票 J.房卡 K.套房 L.雙人房 M.單人房 N.護照 O.匯率

II.Complete the following dialogues.Dialogue 1

（R=reservationist G= guest）

R: Reservation,___________1_______________? G: Yes, I'd like to book a room for my friend, Mary.R: __________________2__________________? G: A double room with bath._____3_________?

R: It's 150 yuan RMB.How long would you like to stay? G: Ten days.R: _____________4__________________ G: On the 18 th.R: Well, a double room with bath from the 18 th to 28th.G: That's right.Thank you.A.When would you like the room?

B.What's the rate?

C.What kind of room would you like? D.can I help you?

Dialogue 2

（R=reservationist G= guest）

G: We would like to check out now.Please give me our bill.R: OK.____________1______________________?

G: We were in Room 208 and 209.I'm the team leader, Tom Smith.R: Wait a moment , please, Tom.___________2_____________.(She handles out the bill.)

R: Oh, sorry.Your bill for this morning's breakfast hasn't reached me yet._______3__________

G: But we're eager to go sightseeing.R:(The bill comes.)_________4__________Here is the bill.It amounts to 6800 yuan.Please check all the items on it.G: Sure.A.I need to call the restaurant to send bill here in a minute.B.May I know your name and your room number please? C.I'll have your bill ready in a minute.D.Sorry to have kept you waiting.酒店英語培訓習題Test(1)

III.Study the following dialogues between a reservationist and a guest, and find out the mistakes in them.Dialogue 1 R: Seaside Hotel.Good afternoon!G: I'd like to book a double room for Tuesday next week.R: Very good, sir, a double room for Tuesday next week.G: What’s the rate？ R: It's $ 35.G: OK.I'll have it.R: Good-bye.Dialogue 2 R: Good morning, sir.What can I do for you? G: Good morning.I’d like to pay my bill this moment.R: OK, I'll call the floor attendant to check the room to see if there is any damage

to our equipments.Wait a moment, please.G: Please be quick.I have to catch the plane.R: Sorry, this is our rule.R: Mr.Black, your bill totals 650 yuan.How would like to pay the bill? G: But at least you should let me know what the figures on the bill account for!

IV.Reading comprehension

Hotel managers have always been confronted with a peculiar irony where Front Desk operations are concerned.Unquestionably，desk personnel have more impact

on guests than any other single group of employees.They are the first to say hello and the last to say goodbye.In between, it is usually the desk clerk to whom guests turn for information, assistance, or resolution of a complaint.However, Front Desk work is often tedious and stressful.The pay is traditionally low, and rarely is there much opportunity for advancement.As a result, Front

Office managers have difficulty finding well-qualified people.Morale tends to run low, turnover is high，and performance is less than optional.And that in turn shows up as guest complaints, errors in the audit, and recurring problems of all kinds.A notable exception can be found at the Westin Hotel, Seattle, operated by Westin Hotels(formerly Western International).Casual observation quickly reveals a Front

Desk operation that is both efficient and accurate.Satisfaction among guests is usually high, and this year the hotel(formerly called the Washington Plaza)was again granted a Mobile 4-star award for its excellent service.1.The staff in the ______department is more influential to the guests in the hotel.A.front desk

B.house keeping

C.food and beverage 2.Which is not the reason why Front Office managers have difficulty finding capable staff?

A.low salary

B.little opportunity to get promotion

C.easy work place 3.What is prone to happen in the work of Front Desk?

A.guest complaint

B.errors in telephone

C.high turn over 4.What is a receptionist responsible for?

A.say hello to the guests

B.deal with guests' complaint

C.say good bye to the guest 5.What grants the Westin Hotel a Mobile 4-star award?

A.high morale

B.rare guest complaint

C.first-rate service

酒店英語培訓習題Test(1)

V.Put the following sentences into Chinese.1.How long do you plan to stay? /How many nights？ 2.How many guests will there be in your party? 3.We do have a single room available for those days.4.I’m sorry we are fully booked for 22nd.5.We offer special rates today.6.Please leave your Room Card and key at the Reception Desk when you check out.7.Enjoy your stay here./ Have an enjoyable stay.8.How many pieces of luggage do you have? 9.Let me help you with your luggage.10.This is an exchange memo.Please fill in your name and the amount you intend to change.VI.Make a situational dialogue.Scene: A guest steps in, trying to find a room for the night.But the reservation record shows that there is no vacancy in the hotel until 6:00 pm.The receptionist has to think out a suitable solution to the situation.酒店英語培訓習題Test(1)

Key I.1-5 C B D E F

6-10 G A H N J

11-15 I O K M L II.Dialogue 1 D C B A

Dialogue 2 B C A D III.Dialogue 1(1)“R: Seaside Hotel.Good afternoon.” should be changed as: “R: Seaside Hotel.Good afternoon.Can I help you?”

(2)“R: Very good, sir, a double room for Tuesday next week.” should be changed as: “R: Just a moment, please.We do have a double room for those days.”(3)“R: It's $ 35.” should be changed as: “R: It's $ 35 per night.”

(4)“R: Good-bye.” should be changed as: “ R: Could you please tell me your name and

your telephone number?” When the guest answer the name and the number, the reservationist says “Good-bye, I hope you enjoy your stay.”

Dialogue 2

(1)“to see if there is any damage to our equipments.” should be deleted.(2)“Sorry, this is our rule.” should be changed as :“Sorry to keep your waiting, but we'll get it ready as soon as possible.”

(3)“your bill totals 650 yuan.” should be changed as: “you have been stayed in our hotel from ×××to ×××, the bill includes all the fees of ×××, so the total amounts to 650 yuan, please check it.” IV.A C A B C V.1.你打算住多久？或住幾個晚上？

2.你們一共有多少人？

3.那幾天我們的確有空的單人房間。

4.很抱歉，22 號那一天的客房都已經訂出去了。5.今天我們酒店特價。

6.當您退房時，請您把您的房間卡和鑰匙放在接待處。7.祝您住得愉快。8.您有多少件行李？ 9.讓我幫您提行李。

10.這是外匯兌換水單，請填上您的姓名以及需要兌換的金額。VI.R: Good afternoon, madam.May I help you? G: Yes.I have just arrived from Hong Kong.Could you let me have a room for tonight? R: Have you made a reservation, madam? G: I am afraid not.R: How many people do you have, please? G: Just one.R: Just a moment, please.I have to check if there is a room available.Oh, sorry, madam.All the rooms are booked up.But I think we will be able to arrange for you a room after 6 o’clock this evening.If you need a room right now, would you like me to get in touch with somewhere else for you? G: No, thanks.I should say I prefer to stay here.A friend of mine highly recommended your hotel to me.I will just wait here until six.R: You are welcome, madam.Perhaps you might feel more comfortable to rest in our lobby after a tiring journey.And if you need any help, do let us know.G: Thank you.

第二篇：酒店英語培訓方案

酒店英語培訓方案

應酒店員工要求，培訓部在近期將舉辦英語培訓班，開設“酒店英語口語課程”及“酒店職業（初、中、高級）英語課程”，酒店員工均可報名參加。具體課程安排如下

一、培訓目標

提高酒店員工的英語水平，掌握酒店常用英語，基本能和外籍客人溝 通。給有意向參加酒店職業英語等級考試的員工提供英語輔助。

二、培訓課程

1.酒店初級英語 2.酒店中級英語 3.酒店高級英語

參考教材：《酒店英語口語實例大全》、《酒店職業英語（初、中、高級）》。

三、培訓實施

培訓方式：講授、游戲、視頻

1.激發學員對英語的學習興趣，培養其每天練習英語的習慣；

2.從常見俗語、趣味英語中提煉并熟記大量英語單詞 ； 3.互動式教學，通過英語小游戲、角色扮演等形式寓教于樂 ； 4.針對性培訓，結合不同崗位服務需求，對前廳部、餐飲部、客房部員工針對性培訓； 5.觀看外語電影。

以與酒店相關的基礎單詞和句子為主，通過學習，掌握吃、穿、住、行的表達方式。以口語教學為主，穿插語法、單詞、閱讀和寫作，以全 面提高員工的英文運用能力和口語表達能力。培訓地點：酒店培訓教室

四、時間安排

每周一，下午15：00-17：00（初級）

每周三，下午15：00-17：00（中級）每周五，下午15：00-17：00（高級）（每課時1.5小時，每四個課時為一個課程）

五、任課老師

由培訓部在酒店范圍內篩選三至四名培訓老師（英語六級以上），并申請相關培訓津貼（100元/課時）。

六、考核方式

1.課堂參與度占20%；出勤占10%。

2.小組演練占20%，自行選擇場景對話，上臺表演。5分鐘/3人組。

3.閉卷考試占50%。

（考試合格員工頒發證書，并可參加下一階段英語培訓。取得高級證書員工，可享受50元/月語言津貼。）

七、其他

1.各部門負責人安排好部門員工班次，盡量使每個報名員工都能參加 培訓。

2.培訓部制定英語考核獎懲制度，并于員工考核后，將獲得證書員工 名單張貼在員工宣傳欄上。

第三篇：酒店英語培訓

酒店外語培訓

一 酒店基礎禮貌服務用語禮貌地與客人打招呼及稱呼客人，表示你對他們的熱情歡迎: — “早上好，小姐/先生?！薄癎ood morning, madam/sir.” — “下午好，小姐/先生?！薄癎ood afternoon, madam/sir.” — “晚上好，小姐/先生。”“Good evening, madam/sir.”

﹡ 客人喜歡聽你稱呼他的姓氏，因此盡可能常用，如：“王先生，陳小姐，李太太”等。

— “很高興再次見到您（歡迎再次光臨），王先生。”“Nice to see/ meet you again, Mr.Wang.”

或與客人互相寒暄：

— “您今天好嗎？”“How are you(today)?”

— “我很好，謝謝，你呢？”“I’m fine, thank you, and you?” — “很好，謝謝您？”“I’m very well, /I’m fine, too.Thank you.” ※ Useful Words and Expressions:

1)Sir

2)Madam

3)Miss

4)Ms

5)meet

6)Good morning/ afternoon/ evening!

7)Glad / Nice to ?

8)How do you do? /How are you ?主動向客人提供幫助:

— “我可以幫您嗎？”“May I help you?”/What can I do for you ? ﹡ 盡量為客人多做一點：

— “還有什么需要我幫您嗎？”“Is there anything else I can do for you?” ※ Useful Words and Expressions:

1)May /Can I ??

2)If you need my help, just call me please.記住一些能討人喜歡的言詞:

— “謝謝?！薄癟hank you.”

— “別客氣?！薄癥ou are welcome.”

— “對不起?！薄癐’m sorry.”

— “沒關系?！薄癟hat’s all right.”

— “請。”“Please.”

※ Useful Words and Expressions:

1)welcome

2)That’s all right.打擾客人之前，要提示客人：

— “打擾了??”“Excuse me?”

這個情形可能包括諸如：打斷客人談話，為客人上菜時，進客房之前，請客人讓路，你在服務時中途退場等。向客人呈遞某物時：

— “這是您的??” “Here is / are your(key, newspaper, boiled water, breakfast, lunch ,supper?”)/ “Here you are.”要客人等待時，要先有交代:

— “請稍等一會兒?！薄癑ust a moment, please./Wait a minute, please.” — “我一會兒就來。”“I will be with you in a moment.”

﹡再返回客人身邊時，對久等的客人說抱歉：

— “對不起，讓您久等了。”“Sorry to have kept you waiting.” ※ Useful Words and Expressions:

1)moment

2)wait

3)I will be?

4)Sorry to?聽不明白客人說話時，不要臆想，你可以：

— “請再說一遍好嗎？”

“I am sorry, I don’t understand.Could you show me?”/“ I beg your pardon.”當客人因行動笨拙而顯露尷尬時，安慰客人說：

— “請慢慢來，別著急?！薄癙lease take your time, there’s no hurry.”向客人作自我介紹:

— “我叫。如果有什么需要我幫忙，請告訴我?！?/p>

“My name is.Please let me know if there’s anything I can do for you.”/Can I help you?與客人友好地告別，讓客人對你和酒店留下深刻印象:

— “再見。”“Goodbye.”

— “祝您今天過得愉快。”“Have a nice day.”

— “祝您在這居住愉快?！薄癢ish you happy here.”

﹡ 對要離店客人報以祝愿：

— “希望很快又見到您。” “Hope to see you again soon.”

— “祝一路順風?！薄癏ave a nice trip.”在三響之內迅速接聽電話:

◆ 拿起電話時：

— “早上好/ 下午好/ 晚上好，（這是）___________（部門/ 部份名稱）。我是??，我可以幫您嗎？

“Good morning/ Good afternoon/ Good evening,(This is)(Name of your department/ outlet).?speaking.May I help you?”

◆ 掛電話前：

— “多謝您的來電?！薄癟hank you for calling.”禮貌地回應客人的請求或詢問:

◆ 當你能滿足客人要求時，要馬上采取行動：

— “好的，小姐/先生，我馬上拿給您。”

“Certainly, madam/sir.I will get it right away.”

— “是的，小姐/先生，我馬上幫您處理。”

“Yes, madam/sir.I will take care of it at once.”

◆ 當你對客人的詢問不肯定時：

— “對不起，我不太確定。如果您能等一會，我馬上去查找?！?/p>

“Sorry, I am not sure.If you wait a minute, I’ll try to find out.” ◆ 當你不能滿足客人要求時：

— “我恐怕這違反酒店的規定。”

“I’m afraid it is against hotel regulation.”

— “對不起，我們不允許這樣做。”

“I’m sorry, we are not allowed to do this.”

— “對不起，恐怕我們沒有（客人要的東西）?！?/p>

“I’ m sorry, I ’m afraid we don’t have(things guests want).” ﹡這時向客人作其它介紹或建議是非常重要的。

— “我可以建議（你聯系地下層的銀行）嗎？”

“May I suggest(you contact the bank in the basement)?”當你請求客人做某事時：

— “您可以（在這里簽名）嗎？” “Could you(sign here)?”

— “您介意（稍后再來電話）嗎？”“Would you mind(calling back later)?” — “我可以知道（您的姓名）嗎？”“May I(have your name)?”為客人指示方向:

— “請跟我來?！?“Follow me please.”

— “請一直往前走?！薄癙lease go straight ahead.”

— “請向右轉/左轉?！薄癙lease turn right / left.”

— “它在 樓?！薄癐t is on the floor.”處理投訴，錯誤:

— “謝謝您告訴我們，小姐/先生。我會向經理報告這件事，請接受我們的道歉。” “Thank you for telling us, madam / sir, I’ll inform my manager about it.Please accept our apology.”

— “我非常抱歉，小姐/先生，是我們出差錯了，我馬上改正過來。/ 我馬上去查這件事?！?/p>

“I’m terribly sorry, madam / sir.There could have been some mistakes.I’ll have it corrected at once./ I’ll look into the matter at once.”

第四篇：酒店英語培訓[定稿]

1.2.3.4.5.6.7.8.Key words(關鍵詞匯)wake-up call(moring call)叫醒（叫早）服務 message 留言message form留言條 Business Centre商務中心 International Call國際長途 Domestic Call國內長途 Local Call市話 house phone內部電話 room attendant（house keeper/housemaid）客房服務員

Key sentences(重點語句)

1.Please wait at the door , we will call an attendant right away.請您在門口等候，我馬上叫服務員過去。

2.There’s no answer , would you like to leave a message ?

電話無人接聽，您是否需要留言？

3.I’m very sorry.I can’t hear clearly , Could you call it again ?

對不起，因線路問題聽不清楚您講話，請重新撥打好么？

4.Wait a moment , please.I will connect/transfer it for you.請稍等，我將為您轉接。

Conversation practice(對話練習)

Wake up call service(叫醒服務)

Staff(職員)－SGuest(客人)－G

S: Good evening!Operator, may I help you ?

G: I’d like to make a morning call at 07:00 tomorrow morning.S: Certainly, sir.Your room number is 705, wake up time is at 07:00.All right? G: Right, thanks.S: You are welcome.Good night.Good morning, sir!This is your 7 o’clock wake up call service.Today is Cloudy, the temperature will be between 20 degrees and 11 degrees.Have a nice day!

Stretching exercises（延伸練習）

酒店各部門名稱

1.Executive Office行政辦公室2.Human Resource Dept.人力資源部

3.Front Office前廳部4.Food & Beverage Dept.餐飲部

5.House Keeping客房部6.Sales Dept.市場營銷部

7.Financial Dept.財務部8.Security Dept.保安部9.Engineering Dept.工程部

至理名言

I leave uncultivated today, was precisely yesterday perishes tomorrow which person of the body implored！

我無所事事的今天正是昨日死去人們所期待的明天！

第五篇：酒店英語培訓計劃

酒店英語培訓計劃

應員工要求，培訓部在近期舉行英語培訓，開設“英語入門課程”及“酒店初級英語課程”，酒店員工均可報名。具體課程安排如下：

英語入門課程

培訓時間：每周三，7月8日開課；具體時間將根據參加人員而確定，并在開課前通知。

課程安排：10課時，每課時1小時

內容說明：從最基礎的單詞開始學習，介紹與日常生活相關的簡單單詞、句子及對話。

課程設置：

課時一：介紹英文學習方法，學習字母，打招呼及告別

課時二：數字、序數詞、價錢等的表達方式

課時三：星期、月份、天氣等的表達方法

課時四：顏色、喜好等的表達方式

課時五：學習酒店各部門及分部門，各崗位的英文表達

課時六：日常用語句型I

課時七：日常用語句型II

課時八：打電話的方式，尋求幫助的句型

課時九：日常用語對話練習I

課時十：日常用語對話練習II

酒店初級英語

培訓時間：每周一、周四，7月6日開課；具體時間將根據參加人員而確定，并在開課前通知。

參考教材：《飯店英語》

《新英語交談》上、下冊

《新概念英語》第2冊

課程安排：20課時，每課時1小時，每周兩課時。

內容說明：以與酒店相關的基礎單詞和句子為主，通過學習，掌握吃、穿、住、行的表達方式。以口語教學為主，穿插語法、單詞、閱讀和寫作，以全面提高員工的英文運用能力和口語表達能力。

課程設置：

課時一：GREETING AND SENDING OFF 打招呼及送行

課時二：ASKING ABOUT PUBLIC AND BUSINESS AREAS 詢問公共場所

課時三：ASKING GUEST TO WAIT AND OFFERING HELP 請客人等候以及提供幫助 課時四：MAKING PHONE CALLS 打電話

課時五：CONGRATULATIONS AND APPRECIATIONS 祝賀及感謝

課時六：REQUESTS AND COMPLAINS 要求及投訴

課時七：SYMPATHY AND CARE 同情與關心

課時八：FONDNESS AND SATISFACTIONS 愛好與滿意

課時九：THE FRONT OFFICE I 前廳部1

課時十：THE FRONT OFFICE II 前廳部2

課時十一：HOUSEKEEPING I 客房部1

課時十二：HOUSEKEEPING II 客房部2

課時十三：FOOD & BEVERAGE I 餐飲部1

課時十四：FOOD & BEVERAGE II 餐飲部2

課時十五：TRAVEL 旅行

課時十六：SHOPPING 購物

課時十七：DAILY EXPRESSIONS I 日常用語1

課時十八：DAILY EXPRESSIONS II 日常用語2

課時十九：CAREER CHOICES 職業選擇

課時二十：INTRODUCE SOME FAMOUS HOTELS 介紹一些著名的酒店