Course Name：Hotel Practical Service English
This course will be interactively delivered based on real hotel service examples, and the target participants will be the hotel trainers who work in operational departments which include:
- F&B
- Front Office
- Housekeeping
- Concierge
- Kiosk
- Business Centers
- Service Centers (Switchboard)
Each chapter will include three units:
- Useful phrases
- Terminology
- Situation Dialogue
Course Outline：
Front Office Service English
- Courtesy/Greetings
- Greetings and Farewells
- Introductions
- Apology
- Offering Help
- Appreciation
- Guest Requirements
- Pre-arrival Stage
- Reservation Process
- Check-in Stage
- Luggage service
- Registration process
- Checking reservation
- Registration
- Confirming Payment Methods
- Issuing Room Key
- Show room
- In-stay Stage
- Room Move
- Extension of Guest Stay
- Fax Service
- Foreign Exchange
- Message and Wake-up Service
- Safe Box Service
- Room Maintenance
- Transportation Service
- Dealing with Guest Complaints
- Check-out Stage
- Communicating with Customers
- Bill preparation & Receiving Payment
- Luggage & Transportation Service
- Front Office Practical English
- Front Office Terminology
- English of Front Office Procedure
- Practice on Dialogue
F&B Service English
- Courtesy/Greetings
- Greetings and Farewells
- Introductions
- Apology
- Offering Help
- Appreciation
- Guest Requirements
- Western Food Menu Knowledge
-
- Based on Western Food and Beverage Menu
-
- Chinese Food Menu Knowledge
-
- Based on Cantonese Food and Beverage (Include Chinese Tea and Wines) menu
- Wine List
- Menu Product & Knowledge
- Raw Materials and Ingredients
- Cooking Methods
-
- F& B Service English (Touch-Points)
- Reservation
- Greeting & Seating
- Presenting the Menu
- Taking Orders
- Serving Food and Drinks
- Table Service
- Special Requirements
- Changing Ashtray
- Second Order
- Cleaning Table
- Dessert
- Coffee & Tea
- Presenting the Bill & Receiving Payment
- Farewell
Housekeeping Service English
- Courtesy/Greetings
- Greetings and Farewells
- Introductions
- Apology
- Offering Help
- Appreciation
- Guest Requirements
- HSKP Terminology
- Room Amenities
- Linen
- Cleaning Products and Tools
- HSKP Service English (Touch-Points)
- Guest Requests
- Providing Extra Amenities
- Preparing Extra Bed
- Lending Service
- Turn-down Service
- Laundry Service
- Room Cleaning (Guest in Room)
- Dealing with Guest Complaints
- Courtesy English
- Guest Requests
Participants: Hotel First Line Staffs, Training Managers/Supervisors
Program Duration / Duration of Training：
Front Office Service English: 6 Days
Housekeeping Service English: 3 Days
Food & Beverage Service English: 6 Days