酒店英语培训方案_酒店部门英语培训方案
酒店英语培训方案由刀豆文库小编整理，希望给你工作、学习、生活带来方便，猜你可能喜欢“酒店部门英语培训方案”。
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 expreions.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.Paport
______________ 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, aistance, or resolution of a complaint.However, Front Desk work is often tedious and streful.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 le 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 poible.”
(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.
