课程大纲：

酒店职业英语培训

一 、课程性质和任务
通过该课程的教学，使学员掌握饭店一线经营部门 (前厅部、房务部、餐饮部、 商场部 、饭店管理部门) 常用的英语情景会话， 并能较准确地胜任涉外旅游饭店服 务工作。

二 、教学基本要求
1 、知识教学目标
掌握前厅部 、房务部 、餐饮部 、商场部 、饭店管理各个工作岗位常用会话的词 汇 、短语和语句表达。
2 、能力培养目标
通过该课程的教学， 学生能够进行前厅部 、房务部 、餐饮部 、商场部 、饭店经 营部门的常用专业英语会话， 以及处理一些旅游涉外接待中出现的问题。
3 、素质教学目标
通过该课程的教学， 增强学生的综合素质， 特别是涉外旅游接待方面的素质， 不仅在外语应用上得到提高， 同时也在专业水平 、业务素质方面取得进步。

三 、教学内容
( 一) 理论教学
PART I THE FRONT OFFICE 第一部分 前厅部
1 、 基本内容：
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 、 重点或难点内容：
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 房务部
1 、 基本内容：
Guiding the guests to their rooms, Chamber service, Special services, Laundry service, Wake up call service.
2 、 重点或难点内容：
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 餐饮部
1 、 基本内容：
At the bar, Seating the diners, Taking orders, Serving dishes, Ways of paying, Birthday party, Western food and buffet.
2 、重点或难点内容：
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 商场部
1 、 基本内容：
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 、 重点或难点内容：
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 饭店管理
1 、 基本内容：
Hosting guests, Sales promotion, Pubic relations, Settling complaints, Dealing with special problems, At the manager’s office.
2 、 重点或难点内容：
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) 实践教学
1 、 基本内容
本课程实践教学的基本内容是对理论教学基本内容的应用，包括了酒店前厅部、 房务部 、餐饮部 、商场部 、饭店管理的模拟会话场景。
2 、重点或难点内容
本课程的重点和难点内容是根据理论教学的内容和学生的基本素质结合在一起， 主要是酒店各部门的常用语的使用和客人的沟通是会话中的重点和难点 。在导游英 语中的重点和难点主要是对景点主要特色的讲解。

酒店职业英语培训