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1、Restaurant & Hotel English TrainingMarketMarket LeaderLeader www.market-www.market-Hotline:Hotline: 400-670-9199400-670-9199上海餐饮英语培训上海餐饮英语培训 Restaurant & Hotel English Training上海酒店英语培训上海酒店英语培训 上海马科里得餐饮英语培训（www.market-）是一家全球著名的餐饮专业语言 培训教育机构,专门为亚洲的国际餐饮行业提供语言培训解决方案。公司总部位于中国的经 济与金融中心-上海（Shanghai）,分中心扩展到
2、了南通、常州、宁波、南京、长沙等全国 18 个城市。我们提供的“诊断式教学系统”服务于不同行业中的各个优秀的涉外企业。帮 助员工提高在工作中的职业外语水平，提高中高层管理者在日常和商务场景中的问题解决 和危机处理能力，为企业提高专业形象并创造价值。Market Leader Restaurant English Training（www.market-） is a global education management company with 18 offices across china: shanghai, Ningbo, Nantong, Changzhou, Suzhou, Nanj
3、ing, Dalian, Beijing, Taiwan, Hong Kong, Qingdao, Macau, Guangzhou, Tianjin, Shenzhen, Changsha, Zhuhai, Shenyang. we also employ over 350 full time trainer/consultants with china specific experience. Founded in 1997, we offer a scalable, on-demand language solution that helps employees of Fortune50
4、0 improve their ability to communicate effectively in English and enables companies to succeed in the global marketplace. 一、培训形式一、培训形式 Training Form 企业内训：派送培训师到企业培训 Corporate training: Send trainers to the hotel. 二、课程设置课程设置 Course OutlineReception workRestaurant and bar workAnswering the phone and t
5、aking messagesWriting short e-mails and lettersDealing with guests problemsExplaining how things workGiving directions inside and outside the hotelSuggesting places to visit in the region前台英语 - 电话订房、介绍房间酒店设施与服务、前台接待、电话留言、为宾客提供信息与解决宾客的需求、推广与促销技巧、优质服务理念、应付宾客投诉、结账等。 礼宾英语 - 迎宾、 接待、 解答问题和解决宾客需求、 行李寄存、 迎宾
6、饮料、 优质服务理念、如 何向宾客道歉及其他礼宾常用英语。 客房英语 - 解释客房部服务内容、 解释房内设备、 应答宾客的需求、 询问宾客是否打扫房间、应 付宾客投诉、汇报客房服务问题、优质服务理念、帮助宾客解决日常细节问题。 餐饮英语 - 订位、 接待、 菜单点菜、介绍菜色、菜的做法、介绍酒水饮料、推广与促销技巧、优 质服务理念、应付宾客投诉、结账。 综合酒店英语 - 综合酒店英语课程， 对学员的英语程度要求较高， 适合大堂副理、客户公关主任、礼 宾部高级职员。 - 从宾客入住到结账的整个流程， 范围遍及前台、 客房、 商务中心、 餐饮等部门， 解 答宾客面对的问题包括与宾客的信件沟通， 为
7、宾客解释工作流程、 推广与促销技巧、优 质服务理念、处理宾客的投诉，给宾客指点迷津。三、我们的教材三、我们的教材 Our Textbooks Be My GuestThis fifteen-unit course is ideal for both in-service and pre-service students. It deals with the many situations in which hotel employees meet guests, including reception, restaurant and bar work, answering the phone,
8、 giving directions, dealing with guests? problems, writing short e-mails and letters, suggesting places to visit and explaining how things work. Outline 内容大纲 第一篇接待服务英语会话须知 Basic Service English 1、接待旅客英语会话注意事项 2、接待旅客基本英语会话句型 3、基本的电话应对 第二篇提送行李的服务 Bellman Services 1、带领至前台 To the Front Desk 2、带领至客房 Chec
9、k-in to Room 3、搭乘电梯 Taking the Elevator 4、到达客房时 Arriving at the Room 5、分送行李 Standard Delivery 6、送错行李时 Delivery to the Wrong Room 7、回应客人的召唤 Answering Calls 8、退房时拿行李下楼 Bringing Baggage Down 9、客人要求提取行李时 Picking Up the Guests Bags 10、领取行李时 Collecting Ones Bags 11、寄存物品时 Depositing Some Items 12、领取寄存物品时 C
10、ollecting Ones Items 13、遗失取物牌时 Tag Being Lost 14、门房的应付 Doormans Service第三篇订房专线 Room Reservations 1、来自国内的预约 Reservation from a Domestic Source 2、由第三者预约时 Reservation Made by a Third Party 3、来自国外的预约 Reservation from Overseas 4、没有想要的客房 Desired Room Being Unavailable 5、饭店客满时 When the Hotel is Full 6、无法连续
11、预约至期满 Cant Be Booked for All the Nights Requested 7、提供差一等的客房 A Lower Quality is Offered 8、询问对房间视野的喜好 Room View 9、询问对房间类型的喜好 Room Type 10、床位大小及数目 Bed-size & Number in Room 11、确认预约的电话 Confirmation Call 12、变更预订的日期 Change of Reservation Date 13、由第三者取消预约时 Cancellation by a Third Party 第四篇前台（入住登记） The Fro
12、nt Desk(Check-in) 1、入住登记手续 2、高峰时间的入住登记 3、确认难懂的姓名 Confirmation of Difficult Surnames 4、由公司付账的入住登记 5、顾客持有预付收据时 6、确认付款方式 7、无预约记录且饭店客满时 第五篇提供各项资料 Information 第六篇会计部门 The Front Cashier 第七篇客房管理部 Housekeeping 第八篇转接电话 Telephone Operators 第九篇餐饮部门 Food & Beverage Department 四四 我们的师资团队我们的师资团队 Our Teacher Group
13、依托美国总部强大资源优势，我们的英语培训师均来自北美、英澳等母语为英语的国家， 且具有特定酒店背景教学经验经验的优秀培训师，并配备助教、项目经理、企划师等专业 人员协助全程教学。Solid support from the US headquarter strengthens our competitive advantages in faculties. Our foreign tutors are all native speakers from North America, Britain, Australia, etc. with rich experience in Hotel En
14、glish Training. Moreover, teaching assistants and project managers will be at your disposal to assist in the whole training program. 五五. 课程附加值课程附加值 Value-added of the Courses 每一个参训员工，免费获得专业英语学习软件一套；Each employee participating in the training can get a set of professional English language learning so
15、ftware for free. 每一个参训员工，免费享受专业的笔试测试系统服务；Each employee participating in the training can have free access to professional services of written test system. 每一个参训员工，免费享受专业的口语测试系统服务；Each employee participating in the training can have free access to professional services of spoken test system. 享受内容丰富的企
16、业活动策划服务；You can enjoy a variety of business activities planning services. 长期合作公司单位可免费享受企业员工心理辅导、管理培训等专业培训服务；Long-term cooperation Companies can enjoy free psychological counseling to their employees, management training and other professional training services. 六、联系我们六、联系我们 Contact Us Hotline: 400-670-9199 E-mail: companymarket- Official Website: www.market- Address：Room
