2010年酒店英语培训方案大全

第一篇：2010年酒店英语培训方案大全

2010年暑期《酒店英语》培训方案

一、指导思想：

随着我国酒店业在经济和社会发展中的作用不断加强，在世界酒店业中的地位不断提高，人才建设日益提高到重要的战略地位，人们充分认识到酒店人才培训的重要性，增强了酒店人才建设的责任感和紧迫感，真正把人才培养作为事关酒店业发展的一件大事来抓。

二、培训目标

知识培训，是组织培训中的第一层次。知识培训有利于理解概念，增强对新环境的适应能力。同时，要系统掌握一门专业知识，则必须进行系统的知识培训，如要使酒店员工熟练地掌握前台接待知识，不经过系统的知识培训是达不到要求的；要培养一个酒店的大堂副理，没有系统的知识培训是不可能实现的。虽然知识培训简单易行，但容易忘记，仅停留在知识培训层次上，效果不好是可以预见的。

技能培训，这是酒店培训中的第二个层次，也是目前酒店内最重视的一个培训项目，是指能使某些事情发生的操作能力。技能一旦学会，一般不容易忘记，如摆台，铺床等等。招进新员工，都不可避免要进行技能培训，因为抽象的知识培训不可能立即适应具体的操作。

素质培训，是组织培训的最高层次。此处“素质”是指个体能否正确地思维。素质高的员工应该有正确的价值观，有积极的态度，有良好的思维习惯，有较高的目标。素质高的员工可能暂时缺乏知识和技能，但他会为实现目标有效地、主动地学习知识和技能；而素质低的员工，即使已经掌握了知识和技能，但可能不用。

三、培训要求：

通过本次培训，员工应基本达到如下要求：

1．听力

能理解母语为英语的人士的以慢于正常的语速（每分钟120词左右）并带有停顿、重复和解释的谈话。内容包括：

询问酒店或旅游信息的电话交谈；

说明酒店或旅游业常见物品的功能、特性；

酒店客人、游客或饭店员工讲述他人的个人经历或事情；

对某一地区某地点的方位描述。2．阅读和词汇

能阅读并理解简单的课文，阅读生词数在总词数的3%左右，阅读速度不低于每分钟50词。内容包括：

摘自旅游指南、旅游杂志、宣传册、国际旅游文献的简单文章；

描述和介绍历史重大事件和名胜古迹的简单文章；

旅游或酒店客人的有关事务的文章；

介绍酒店有关政策、规章和有关物品的使用的文章； 3．口语

讲话有偶尔的停顿、重复并重复性的发音错误和母语的语调，但基本上不妨碍交流，能清楚地完成交际任务，并基本能运用转述、求助、直译等交际策略帮助语言交流。4．写作

能用英语填写关于酒店和旅游业的表格，套写便函、简历等，词句基本正确，无重大语法错误，格式基本恰当，表达清楚。5．文化知识

熟悉中国文化传统和民俗，了解一些英语国家的历史文化传统、风俗习惯；具有一定的人文素养。

四、培训对象： 南安大酒店一线员工

五、培训时间

2010年8月12日——8月22日，8月11日报到，总共10天。

六、培训方式

由外语系专业课任课教师授课。采取师生“合作”教学模式和“案例”教学法将真实的小学英语课堂融入到培训课中，使学员的教育教学理念和从教水平在短期内取得一定的进步。

七、考核方式

考核采用笔试与口试相结合，注重提高学员的个人能力素质。要求学员必须参加培训期间所进行的各种形式的单科测验，合格者颁发结业证书。

八、上课安排

上课时间: 上午 8:30---11:00 下午 3:00---5:00

漳州城市职业学院外语系

2010年6月

附件一：酒店英语培训习题与参考答案

附件一：

酒店英语培训习题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.结账 B.登记入住 C.客房预订 D.提送行李服务 E.信息服务 F.兑换外币 G.处理投诉

H.信用卡 I.行李票 J.房卡 K.套房 L.双人房 M.单人房 N.护照 O.汇率

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.酒店英语培训习题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

酒店英语培训习题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.酒店英语培训习题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？或住几个晚上？

2.你们一共有多少人？

3.那几天我们的确有空的单人房间。

4.很抱歉，22 号那一天的客房都已经订出去了。5.今天我们酒店特价。

6.当您退房时，请您把您的房间卡和钥匙放在接待处。7.祝您住得愉快。8.您有多少件行李？ 9.让我帮您提行李。

10.这是外汇兑换水单，请填上您的姓名以及需要兑换的金额。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：酒店英语培训方案

酒店英语培训方案

应酒店员工要求，培训部在近期将举办英语培训班，开设“酒店英语口语课程”及“酒店职业（初、中、高级）英语课程”，酒店员工均可报名参加。具体课程安排如下

一、培训目标

提高酒店员工的英语水平，掌握酒店常用英语，基本能和外籍客人沟 通。给有意向参加酒店职业英语等级考试的员工提供英语辅助。

二、培训课程

1.酒店初级英语 2.酒店中级英语 3.酒店高级英语

参考教材：《酒店英语口语实例大全》、《酒店职业英语（初、中、高级）》。

三、培训实施

培训方式：讲授、游戏、视频

1.激发学员对英语的学习兴趣，培养其每天练习英语的习惯；

2.从常见俗语、趣味英语中提炼并熟记大量英语单词 ； 3.互动式教学，通过英语小游戏、角色扮演等形式寓教于乐 ； 4.针对性培训，结合不同岗位服务需求，对前厅部、餐饮部、客房部员工针对性培训； 5.观看外语电影。

以与酒店相关的基础单词和句子为主，通过学习，掌握吃、穿、住、行的表达方式。以口语教学为主，穿插语法、单词、阅读和写作，以全 面提高员工的英文运用能力和口语表达能力。培训地点：酒店培训教室

四、时间安排

每周一，下午15：00-17：00（初级）

每周三，下午15：00-17：00（中级）每周五，下午15：00-17：00（高级）（每课时1.5小时，每四个课时为一个课程）

五、任课老师

由培训部在酒店范围内筛选三至四名培训老师（英语六级以上），并申请相关培训津贴（100元/课时）。

六、考核方式

1.课堂参与度占20%；出勤占10%。

2.小组演练占20%，自行选择场景对话，上台表演。5分钟/3人组。

3.闭卷考试占50%。

（考试合格员工颁发证书，并可参加下一阶段英语培训。取得高级证书员工，可享受50元/月语言津贴。）

七、其他

1.各部门负责人安排好部门员工班次，尽量使每个报名员工都能参加 培训。

2.培训部制定英语考核奖惩制度，并于员工考核后，将获得证书员工 名单张贴在员工宣传栏上。

第三篇：酒店英语培训

酒店外语培训

一 酒店基础礼貌服务用语礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎: — “早上好，小姐/先生。”“Good morning, madam/sir.” — “下午好，小姐/先生。”“Good afternoon, madam/sir.” — “晚上好，小姐/先生。”“Good evening, madam/sir.”

﹡ 客人喜欢听你称呼他的姓氏，因此尽可能常用，如：“王先生，陈小姐，李太太”等。

— “很高兴再次见到您（欢迎再次光临），王先生。”“Nice to see/ meet you again, Mr.Wang.”

或与客人互相寒暄：

— “您今天好吗？”“How are you(today)?”

— “我很好，谢谢，你呢？”“I’m fine, thank you, and you?” — “很好，谢谢您？”“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 ?主动向客人提供帮助:

— “我可以帮您吗？”“May I help you?”/What can I do for you ? ﹡ 尽量为客人多做一点：

— “还有什么需要我帮您吗？”“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.记住一些能讨人喜欢的言词:

— “谢谢。”“Thank you.”

— “别客气。”“You are welcome.”

— “对不起。”“I’m sorry.”

— “没关系。”“That’s all right.”

— “请。”“Please.”

※ Useful Words and Expressions:

1)welcome

2)That’s all right.打扰客人之前，要提示客人：

— “打扰了„„”“Excuse me„”

这个情形可能包括诸如：打断客人谈话，为客人上菜时，进客房之前，请客人让路，你在服务时中途退场等。向客人呈递某物时：

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

— “请稍等一会儿。”“Just a moment, please./Wait a minute, please.” — “我一会儿就来。”“I will be with you in a moment.”

﹡再返回客人身边时，对久等的客人说抱歉：

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

1)moment

2)wait

3)I will be„

4)Sorry to„听不明白客人说话时，不要臆想，你可以：

— “请再说一遍好吗？”

“I am sorry, I don’t understand.Could you show me?”/“ I beg your pardon.”当客人因行动笨拙而显露尴尬时，安慰客人说：

— “请慢慢来，别着急。”“Please take your time, there’s no hurry.”向客人作自我介绍:

— “我叫。如果有什么需要我帮忙，请告诉我。”

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

— “再见。”“Goodbye.”

— “祝您今天过得愉快。”“Have a nice day.”

— “祝您在这居住愉快。”“Wish you happy here.”

﹡ 对要离店客人报以祝愿：

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

— “祝一路顺风。”“Have a nice trip.”在三响之内迅速接听电话:

◆ 拿起电话时：

— “早上好/ 下午好/ 晚上好，（这是）___________（部门/ 部份名称）。我是„„，我可以帮您吗？

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

◆ 挂电话前：

— “多谢您的来电。”“Thank you for calling.”礼貌地回应客人的请求或询问:

◆ 当你能满足客人要求时，要马上采取行动：

— “好的，小姐/先生，我马上拿给您。”

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

— “是的，小姐/先生，我马上帮您处理。”

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

◆ 当你对客人的询问不肯定时：

— “对不起，我不太确定。如果您能等一会，我马上去查找。”

“Sorry, I am not sure.If you wait a minute, I’ll try to find out.” ◆ 当你不能满足客人要求时：

— “我恐怕这违反酒店的规定。”

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

— “对不起，我们不允许这样做。”

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

— “对不起，恐怕我们没有（客人要的东西）。”

“I’ m sorry, I ’m afraid we don’t have(things guests want).” ﹡这时向客人作其它介绍或建议是非常重要的。

— “我可以建议（你联系地下层的银行）吗？”

“May I suggest(you contact the bank in the basement)?”当你请求客人做某事时：

— “您可以（在这里签名）吗？” “Could you(sign here)?”

— “您介意（稍后再来电话）吗？”“Would you mind(calling back later)?” — “我可以知道（您的姓名）吗？”“May I(have your name)?”为客人指示方向:

— “请跟我来。” “Follow me please.”

— “请一直往前走。”“Please go straight ahead.”

— “请向右转/左转。”“Please turn right / left.”

— “它在 楼。”“It is on the floor.”处理投诉，错误:

— “谢谢您告诉我们，小姐/先生。我会向经理报告这件事，请接受我们的道歉。” “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，是我们出差错了，我马上改正过来。/ 我马上去查这件事。”

“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：酒店英语培训[定稿]

1.2.3.4.5.6.7.8.Key words(关键词汇)wake-up call(moring call)叫醒（叫早）服务 message 留言message form留言条 Business Centre商务中心 International Call国际长途 Domestic Call国内长途 Local Call市话 house phone内部电话 room attendant（house keeper/housemaid）客房服务员

Key sentences(重点语句)

1.Please wait at the door , we will call an attendant right away.请您在门口等候，我马上叫服务员过去。

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

电话无人接听，您是否需要留言？

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

对不起，因线路问题听不清楚您讲话，请重新拨打好么？

4.Wait a moment , please.I will connect/transfer it for you.请稍等，我将为您转接。

Conversation practice(对话练习)

Wake up call service(叫醒服务)

Staff(职员)－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（延伸练习）

酒店各部门名称

1.Executive Office行政办公室2.Human Resource Dept.人力资源部

3.Front Office前厅部4.Food & Beverage Dept.餐饮部

5.House Keeping客房部6.Sales Dept.市场营销部

7.Financial Dept.财务部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！

我无所事事的今天正是昨日死去人们所期待的明天！

第五篇：酒店英语培训计划

酒店英语培训计划

应员工要求，培训部在近期举行英语培训，开设“英语入门课程”及“酒店初级英语课程”，酒店员工均可报名。具体课程安排如下：

英语入门课程

培训时间：每周三，7月8日开课；具体时间将根据参加人员而确定，并在开课前通知。

课程安排：10课时，每课时1小时

内容说明：从最基础的单词开始学习，介绍与日常生活相关的简单单词、句子及对话。

课程设置：

课时一：介绍英文学习方法，学习字母，打招呼及告别

课时二：数字、序数词、价钱等的表达方式

课时三：星期、月份、天气等的表达方法

课时四：颜色、喜好等的表达方式

课时五：学习酒店各部门及分部门，各岗位的英文表达

课时六：日常用语句型I

课时七：日常用语句型II

课时八：打电话的方式，寻求帮助的句型

课时九：日常用语对话练习I

课时十：日常用语对话练习II

酒店初级英语

培训时间：每周一、周四，7月6日开课；具体时间将根据参加人员而确定，并在开课前通知。

参考教材：《饭店英语》

《新英语交谈》上、下册

《新概念英语》第2册

课程安排：20课时，每课时1小时，每周两课时。

内容说明：以与酒店相关的基础单词和句子为主，通过学习，掌握吃、穿、住、行的表达方式。以口语教学为主，穿插语法、单词、阅读和写作，以全面提高员工的英文运用能力和口语表达能力。

课程设置：

课时一：GREETING AND SENDING OFF 打招呼及送行

课时二：ASKING ABOUT PUBLIC AND BUSINESS AREAS 询问公共场所

课时三：ASKING GUEST TO WAIT AND OFFERING HELP 请客人等候以及提供帮助 课时四：MAKING PHONE CALLS 打电话

课时五：CONGRATULATIONS AND APPRECIATIONS 祝贺及感谢

课时六：REQUESTS AND COMPLAINS 要求及投诉

课时七：SYMPATHY AND CARE 同情与关心

课时八：FONDNESS AND SATISFACTIONS 爱好与满意

课时九：THE FRONT OFFICE I 前厅部1

课时十：THE FRONT OFFICE II 前厅部2

课时十一：HOUSEKEEPING I 客房部1

课时十二：HOUSEKEEPING II 客房部2

课时十三：FOOD & BEVERAGE I 餐饮部1

课时十四：FOOD & BEVERAGE II 餐饮部2

课时十五：TRAVEL 旅行

课时十六：SHOPPING 购物

课时十七：DAILY EXPRESSIONS I 日常用语1

课时十八：DAILY EXPRESSIONS II 日常用语2

课时十九：CAREER CHOICES 职业选择

课时二十：INTRODUCE SOME FAMOUS HOTELS 介绍一些著名的酒店