What is hotel English?

The English you use when communicating with customers in the hotel.

introduce

Hotel English is widely used, involving every employee engaged in hotel work. From the front desk, to the lobby and even to the kitchen staff, as long as they are engaged in hotel work, they will be exposed to hotel English. Because the hotel is a service industry, the service industry will definitely involve all aspects of interpersonal communication. In 2008, after investigation, 95% of the famous hotels in Shanghai will provide hotel English training for their employees.

content

① Front desk English: telephone reservation, introduction of guest rooms and hotel facilities and services, reception at the front desk, telephone messages, providing information and solving guests' needs, publicity and promotion skills, quality service concept, handling 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 protocol English. (3) Room English: explain the service content of the housekeeping department, explain the room equipment, answer the guest's needs, ask the guest whether to clean the room, handle the guest's complaints, report the room service problems, and help the guest solve the daily details. ④ Catering English: reservation, reception, ordering, introduction of dishes' colors and practices, introduction of drinks, promotion skills, quality service concept, response to guests' complaints and checkout. ⑤ Comprehensive Hotel English: A comprehensive hotel English course, which requires students' English level, is suitable for assistant lobby managers, customer public relations directors and senior hotel staff. The whole process from check-in to checkout covers the front desk, guest room, business center, catering and other departments. Answer the questions faced by the guests, including communicating with the guests by letter, explaining the work flow, publicizing the promotion skills, the concept of quality service, handling the guests' complaints and giving guidance.