English you use to communicate with customers in the hotel

Introduction

Hotel English is widely used, involving everyone who works in the hotel. From the front desk, to the lobby, and even to the kitchen staff, as long as they are engaged in hotel work, they will touch hotel English. Because the hotel is a service industry, the service industry will definitely involve all aspects of interpersonal communication. In 2118, after investigation in Shanghai, 95% of well-known hotels will train their employees in hotel English.

content

① front desk English: telephone reservation, introduction of room and hotel facilities and services, reception at the front desk, telephone message, providing information and solving guests' needs, promotion and promotion skills, quality service concept, dealing with guests' complaints, checkout, etc. Protocol English: welcome, reception, answering questions and solving guests' needs, luggage storage, welcome drinks, quality service concept, how to apologize to guests and other common concierge English. ③ Room English: explain the service content of housekeeping department, explain the equipment in the room, answer the guests' needs, ask the guests whether to clean the room, deal with the guests' complaints, report the room service problems, and help the guests solve the daily details. ④ Catering English: reservation, reception, menu ordering, introduction of dishes' colors and practices, introduction of drinks and drinks, promotion and promotion skills, quality service concept, response to guests' complaints and checkout. ⑤ Comprehensive Hotel English: A comprehensive hotel English course, which requires students' English proficiency, is suitable for assistant managers in the lobby, clients' public relations directors and senior staff in the hospitality department. The whole process from check-in to checkout covers the front desk, guest room, business center, catering and other departments. Answering the problems faced by guests includes communicating with guests' letters, explaining the work flow, promotion and promotion skills, quality service concept, handling guests' complaints and giving them guidance.