酒店前台接待英语培训课件.ppt

酒店前台接待英语培训提升酒店服务水平，打造宾至如归体验

课程介绍1目标掌握酒店前台接待英语常用表达，提升服务质量2内容涵盖酒店前台接待流程、客人服务、电话接听、邮件沟通等3形式理论讲解、角色扮演、情景模拟、案例分析

前台工作职责欢迎客人热情接待客人，提供入住登记、行李处理等服务信息查询解答客人疑问，提供酒店设施、周边信息等处理投诉耐心倾听客人意见，积极解决问题结算账单为客人办理退房手续，核对账单，收取费用

客人服务流程1客人抵达问候、确认预订、登记入住2客人查询解答疑问、提供建议3客人退房办理结算、道别问候

客人抵达-问候语早上好Goodmorning,welcometoourhotel.下午好Goodafternoon,howcanIhelpyou?晚上好Goodevening,isthereanythingIcanassistwith?

客人抵达-确认预订信息询问姓名MayIhaveyourname,please?查询预订Letmecheckoursystemforyourreservation.确认信息Ihaveyourreservationunderyourname.

客人抵达-入住登记护照Pleasepresentyourpassportforregistration.信用卡Wewillneedyourcreditcardinformationforthedeposit.房卡Hereisyourroomkeyandwelcomepacket.

客人行李处理行李员服务Offerassistancewithluggagetotheguestroom.行李寄存Provideluggagestorageoptionsforearlyarrivalsorlatedepartures.

客人查询-回答问题1礼貌倾听Listenattentivelytotheguestsquestion.2提供信息Provideclearandaccurateinformation.3确认理解Ensuretheguestunderstandstheinformation.

客人查询-提供建议1了解需求Understandtheguestsinterestsandneeds.2推荐选择Suggestrelevantactivities,restaurants,orservices.3热情引导Guidegueststotheirdesireddestination.

客人退房-结账流程1核对账单Reviewtheguestsbillforanycharges.2支付方式Acceptpaymentbycreditcardorcash.3确认信息Verifyguestsdetailsandconfirmdeparturetime.

客人投诉-沟通技巧保持冷静Maintainacalmandprofessionaldemeanor.耐心倾听Listenattentivelytotheguestsconcerns.真诚道歉Apologizeforanyinconveniencecaused.

客人投诉-问题解决找到解决方案Identifyasolutiontoaddresstheguestscomplaint.积极行动Takeimmediateactiontoresolvetheissue.反馈结果Informtheguestofthestepstakenandtheoutcome.

客人退房-道别问候

电话接听礼仪快速接听Answerthephonepromptlywithin3rings.礼貌问候Greetthecallerwithafriendlyandprofessionalgreeting.清晰表达Speakclearlyandenunciatewordsproperly.

电话接听流程1接听电话Answerthephonepromptly.2自报家门Identifyyourselfandthehotel.3了解需求Askthecallerspurposeforcalling.4处理问题Addressthecallersrequestortransferthemtotheappropriatedepartment.5道别结束