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酒店職業(yè)英語培訓(xùn)

一 、課程性質(zhì)和任務(wù)
通過該課程的教學(xué)，使學(xué)員掌握飯店一線經(jīng)營(yíng)部門 (前廳部、房務(wù)部、餐飲部、 商場(chǎng)部 、飯店管理部門) 常用的英語情景會(huì)話， 并能較準(zhǔn)確地勝任涉外旅游飯店服 務(wù)工作。

二 、教學(xué)基本要求
1 、知識(shí)教學(xué)目標(biāo)
掌握前廳部 、房務(wù)部 、餐飲部 、商場(chǎng)部 、飯店管理各個(gè)工作崗位常用會(huì)話的詞 匯 、短語和語句表達(dá)。
2 、能力培養(yǎng)目標(biāo)
通過該課程的教學(xué)， 學(xué)生能夠進(jìn)行前廳部 、房務(wù)部 、餐飲部 、商場(chǎng)部 、飯店經(jīng) 營(yíng)部門的常用專業(yè)英語會(huì)話， 以及處理一些旅游涉外接待中出現(xiàn)的問題。
3 、素質(zhì)教學(xué)目標(biāo)
通過該課程的教學(xué)， 增強(qiáng)學(xué)生的綜合素質(zhì)， 特別是涉外旅游接待方面的素質(zhì)， 不僅在外語應(yīng)用上得到提高， 同時(shí)也在專業(yè)水平 、業(yè)務(wù)素質(zhì)方面取得進(jìn)步。

三 、教學(xué)內(nèi)容
( 一) 理論教學(xué)
PART I THE FRONT OFFICE 第一部分 前廳部
1 、 基本內(nèi)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(diǎn)或難點(diǎn)內(nèi)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(wù)部
1 、 基本內(nèi)容：
Guiding the guests to their rooms, Chamber service, Special services, Laundry service, Wake up call service.
2 、 重點(diǎn)或難點(diǎn)內(nèi)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(nèi)容：
At the bar, Seating the diners, Taking orders, Serving dishes, Ways of paying, Birthday party, Western food and buffet.
2 、重點(diǎn)或難點(diǎn)內(nèi)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(chǎng)部
1 、 基本內(nèi)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(diǎn)或難點(diǎn)內(nèi)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(nèi)容：
Hosting guests, Sales promotion, Pubic relations, Settling complaints, Dealing with special problems, At the manager’s office.
2 、 重點(diǎn)或難點(diǎn)內(nèi)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(shí)踐教學(xué)
1 、 基本內(nèi)容
本課程實(shí)踐教學(xué)的基本內(nèi)容是對(duì)理論教學(xué)基本內(nèi)容的應(yīng)用，包括了酒店前廳部、 房務(wù)部 、餐飲部 、商場(chǎng)部 、飯店管理的模擬會(huì)話場(chǎng)景。
2 、重點(diǎn)或難點(diǎn)內(nèi)容
本課程的重點(diǎn)和難點(diǎn)內(nèi)容是根據(jù)理論教學(xué)的內(nèi)容和學(xué)生的基本素質(zhì)結(jié)合在一起， 主要是酒店各部門的常用語的使用和客人的溝通是會(huì)話中的重點(diǎn)和難點(diǎn) 。在導(dǎo)游英 語中的重點(diǎn)和難點(diǎn)主要是對(duì)景點(diǎn)主要特色的講解。

酒店職業(yè)英語培訓(xùn)