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酒店職業英語培訓

一 、課程性質和任務
通過該課程的教學，使學員(yuan)掌握飯(fan)店一線經營(ying)部門(men) (前(qian)廳部、房(fang)務(wu)部、餐飲部、 商場部 、飯(fan)店管(guan)理部門(men)) 常用的英語情景會話， 并能(neng)較準(zhun)確地(di)勝(sheng)任涉外旅游飯(fan)店服 務(wu)工作(zuo)。

二 、教學基本要求
1 、知識教學目標
掌握前廳部 、房務部 、餐飲部 、商場部 、飯店管理各個工作崗位常用會話的詞 匯 、短語和語句表達。
2 、能力培養目標
通過該課程的教學， 學生能夠進行前廳部 、房務部 、餐飲部 、商場部 、飯店經 營部門的常用專業英語會話， 以及處理一些旅游涉外接待中出現的問題。
3 、素質教學目標
通過該(gai)課程的(de)教學， 增(zeng)強學生的(de)綜合素(su)質(zhi)， 特別是涉(she)外旅游接待(dai)方面的(de)素(su)質(zhi)， 不(bu)僅在(zai)外語應(ying)用上得到(dao)提(ti)高， 同時也在(zai)專業水平(ping) 、業務素(su)質(zhi)方面取得進步(bu)。

三 、教學內容
( 一) 理論教學
PART I THE FRONT OFFICE 第一部分 前廳部
1 、 基本內容：
Room Reservations, At the reception desk, The bellman, At the information desk, The cashier, Setting guests’ complaints, The business center and the general switchboard.
2 、 重點或難點內容：
A long distance call reservation, A face to face reservation, Registration, Extending the stay, Introducing hotel services, Ticket-booking service, Introducing some scenic spots, Showing the way, Foreign currency exchange, Checking out, Changing a room, Charging more, Introducing the services of the business center, Dealing with the telephone problem.
PART II THE HOUSEKEEPING DEPARTMENT 第二部分 房務部
1 、 基本內容：
Guiding the guests to their rooms, Chamber service, Special services, Laundry service, Wake up call service.
2 、 重點或難點內容：
Recognizing the guests, About the room facilities, About the hotel services, Making up the room, Cleaning the room, Buying things on request, About the room services,
Explaining how to get the service, Suggesting express service, Explaining time differences, A morning call, Leaving the hotel.
PART III FOOD AND BEVERAGE DEPARTMENT 第三部分 餐飲部
1 、 基本內容：
At the bar, Seating the diners, Taking orders, Serving dishes, Ways of paying, Birthday party, Western food and buffet.
2 、重點或難點內容：
Chinese and foreign wines, Passing on a message, A reservation call, Receiving the diners, A complaint about the dining room, Helping to order dishes, Chinese food, Wine orders, Misserving, Normal service for a Chinese banquet, Going to a Chinese birthday party, Birthday cake, Signing the bill, Paying with credit card, Western breakfast, Buffet.
PART IV SHOOOING ARCADE 第四部分 商場部
1 、 基本內容：
At the tourist souvenir department, At the arts and crafts department, At the pharmacy and foodstuff counter, At the cashier’s counter, At the cultural and recreational articles department.
2 、 重點或難點內容：
Greeting customers, Recommending a Toy, Testing the quality, Holding one price policy, Cooling off a persistent guest, Persuading the customer to buy, Handing difficult situations, Wrapping the goods, Talking about sizes, Showing by comparison, At the cashier’s counter, At the book counter.
PART V HOTEL MANAGEMENT 第五部分 飯店管理
1 、 基本內容：
Hosting guests, Sales promotion, Pubic relations, Settling complaints, Dealing with special problems, At the manager’s office.
2 、 重點或難點內容：
Congratulating a guest on her birthday, Making an appointment, Taking about hotel reservations, Arranging for a convention, Offering special services, Dealing with a difficult guest, Handing a complaint about restaurant service, Handing a complaint about room reservation, Claiming for damage an loss, Security, Orientation, Morning briefing, Arranging for an exhibition.

( 二) 實踐教學
1 、 基本內容
本課程實踐教學的基本內容是對理論教學基本內容的應用，包括了酒店前廳部、 房務部 、餐飲部 、商場部 、飯店管理的模擬會話場景。
2 、重點或難點內容
本(ben)課程的(de)重點(dian)(dian)(dian)(dian)和(he)(he)難點(dian)(dian)(dian)(dian)內(nei)容(rong)(rong)是根據(ju)理論教學的(de)內(nei)容(rong)(rong)和(he)(he)學生(sheng)的(de)基本(ben)素質(zhi)結合在(zai)一起， 主要是酒店各(ge)部門的(de)常(chang)用語(yu)的(de)使用和(he)(he)客人的(de)溝通(tong)是會話中的(de)重點(dian)(dian)(dian)(dian)和(he)(he)難點(dian)(dian)(dian)(dian) 。在(zai)導游英(ying) 語(yu)中的(de)重點(dian)(dian)(dian)(dian)和(he)(he)難點(dian)(dian)(dian)(dian)主要是對(dui)景點(dian)(dian)(dian)(dian)主要特色(se)的(de)講解。

酒店職業英語培訓