Welcome to English Class

-Basic Level
 Classroom Discipline
课堂纪律

1. MOBILE PHONES MUST BE SWITCHED OFF OR

TURNED TO SILENT

2. BE ACTIVE

3. AN OPEN MIND

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 PARTICIPANT INTRODUCTION
自我介绍

 Yourself
 关于自己
 Name
 名字
 Job designation
 岗位名称

What specific things do you wish to take back with you?

通过这次培训，你希望收获哪些具体知识并学以致用。

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 第一部分

酒店介绍

Hotel Introduction
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 Welcome to Beijing International Hotel
Located in the central area of Beijing, Beijing International Hotel is a 7-minute stroll from
Dongdan Station (Metro Line 1 and 5) and Beijing Railway Station. The 5-star property
boasts an indoor pool, a mini-golf course. Free Wi-Fi is provided in the public area.

International Hotel is an 11-minute walk from Ancient Observatory, 1.4 km from Oriental
Plaza and Wangfujing Street. Beijing Capital International Airport is a 30-minute drive
away.

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 Welcome to Beijing International Hotel
Tastefully decorated, the chic guestrooms feature modern interiors and clear windows
with ample natural lighting. Each well-appointed unit is fitted with a flat-screen satellite TV,
computer and minibar. En suite bathrooms have showers, bathtubs and free toiletries.

Guests can take a stroll in the garden, stay fit with a workout in the fitness centre, or enjoy
soothing massage treatment. Staff at tour desk can assist with ticketing, sightseeing and
car rental arrangements.

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On the top floor, guests can spend a relaxing afternoon enjoying refreshing beverages
and light meals at Starlight Revolving Restaurant & Bar with the splendid view of the city.
Tan Restaurant serves classical imperial dishes, while Zhiwei Restaurant offers Sichuan
cuisine. Alternatively, SKY Café provides daily buffet spreads for breakfast, lunch and
dinner.

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6 Reasons to Choose Beijing International Hotel

 Prices you can't beat!

 Manage your bookings online
 253 independent reviews
 The staff speaks English
 Booking is safe
 One of our top picks in Beijing

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REVIEWS FROM GUESTS

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REVIEWS FROM GUESTS

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REVIEWS FROM GUESTS

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REVIEWS FROM GUESTS
I felt the staff really let down the hotel. I do not speak for every member of
staff, however most of the staff we meet were unhelpful. I came to Beijing to run the
Great Wall Marathon. The day before we wanted to have a coffee and the staff kept
pointing us in different directions around the hotel. Their knowledge of which
cafe/restaurant sold what was not clear and we wasted a lot of time. On the
Marathon day all runners were provided with a breakfast before the race (included in
the hotel). As I had not booked my breakfast they told me I could not have any. For a
five star hotel I was shocked by the lack of help and support offered by staff. No signs
of going that extra mile. The next day I wanted to take the shuttle bus to the airport.
Beforehand we had spoken to staff who had said it leaves from the hotel. On that
morning I asked the lady at reception who told me to go out of the hotel. Her
instructions were not clear. I asked again 'is it not in the hotel?'. She laughed in my
face and replied 'no of course not' as if what I had said was not making any sense.
Without the poor customer service comments, particularly about the reception desk
staff, I would have rated this hotel a lot higher.
Clean, fresh, nice ambience. I loved the bed in my room. the room was very nice.
Clean, comfortable.

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 第二部分
各部门介绍
Introduction by Departments
 饭店组织机构图

业主代表 总经理 党委书记

行政 市场 人力
餐饮部 客务部 财务部 工程部 保安部 公关部
办公室 销售部 资源部
HR Dept.
前厅部 管家部 Engineering Dept.
Food & Beverage Dept.
Finance Dept. Security Dept.
Sales & Marketing Dept.
Public Relation Dept.
Front Office Housekeeping Dept.

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总经理

餐饮部总监

行政总厨

宴会厨师

餐饮总监

餐饮销售总监

宴会经理

组长
服务员

市场销售总监

销售总监

销售代表

会展总监

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TRANSITION
PAGE

前厅部 Front office

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 Front office

• West side: 大堂西边

• Concierge 礼宾部

• Bell Service 问讯处

• Call center 客服中心
• Tour Desk 旅游柜台
• West Entrance 西门

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 第四章

年度培
训实施
• Front office 流程

East side: 大堂东边

Front desk 前台接待

Assistant Manager 大堂经理

Business center 商务中心

Foreign Currency Exchange Machine 外币兑换机

ATM machine 提款机

East garden 东花园

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lobby

• Lobby 大堂
• House phone 内部电话
• Elevator only to access lower Floor 低层电梯
• Elevator only to access higher Floor 高层电梯
• Toilet/rest room 卫生间
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 General Information 信息

• Shuttle bus to (airport) 机场大巴

• Hotel pick up/Hotel drop off 酒店接机 / 送机
• WiFi （ Covered) 无线网络（覆盖）
• Multi-functional conferences 多功能会议厅

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 General Information 信息
 Fitness center
健身中心
 Basement Level one
地下一层
 convention center
会议中心
 Visit guest
访客
 Check in/check out
办理入住登记 / 离店
 Late check out
晚离店

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 General Information 信息

 Pharmacy/ drugstore 药店
 Password/pin number 密码
 Safe 保险箱
 Newspaper 报纸
 Room for one breakfast/two breakfast
房间含一份早餐 / 两份

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 General Information 信息
Badminton 羽毛球
Fitness Centre 健身中心（健身器材）
Wireless (free of charge) cover 无线网络覆盖
Transportation （ Car Rent) 租车服务
Hotel websites Booking 酒店预订网络
Network Interface 网络接口
No internet available 不能上网

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常用情景对话 Commonly Used Dialogue

欢迎问候

什么场合
主动服务

听到什么 指引方向

想说什么 解决问题

设施设备

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欢迎问候 Greeting
 Good morning/afternoon/evening
早上好 / 中午 / 晚上
 How are you
您好吗
 Nice to see you
见到您很高兴
 Can I help you
我能为您做什么
 Welcome to the international hotel
欢迎来到国际饭店

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提供服务 Providing Service
 Let me show you to the front office （ left 、 toilet ）
让我带您去前台
Title
 May I put your luggage here
我把行李放在这可以吗
 Your luggage will be here soon Title
您的行李马上就会送来
 Could I have your name, pleaseTitle
（ signature 、 passport)
我可以问一下您的名字吗
 We have room with a front view （ a breakfast)
我们有朝阳面的房间
 I’m afraid sir, our hotel is fully booked today(tomorrow)
抱歉先生，饭店今天房间全满

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指引方向 Giving Direction
 电梯在您的右手边
The elevator is on your right side
 霄云厅在直走的左手边
Straight ahead ,sky coffee is at your left side
 外币兑换机在前台接待的最后面
The foreign exchange ATM machine is at end of front desk
 会议中心在酒店旁边
The convention center is next to the hotel
 康乐中心在会议中心的地下一层
The fitness center is at the basement 1 of convention center
 地下通道在出饭店的右手边
Straight out of the hotel , pass the underground on your right side

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解决问题 Solving Problem
 请您稍等先生，让我找经理来处理此事
Please wait a moment ,sir , I’ll get the manager to take care of your case
 我会马上处理此事 Title
I will solved the problem right now
 我向您道歉
Title
I do apologize
 我很抱歉给您带来如此多的不便
Title
I ’m sorry to have caused you so much trouble
 我理解您的心情，我会帮您安排
I understand how you feel , I’ll arrange it for you
 用钥匙开启电梯（开启房间电源）
Please use the key to active the elevator (start the switch board 、 power)

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TRANSITION
PAGE

管家部
HOUSEKEEPING DEP.

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 客房 GUEST ROOM

1.

Guest Room

TV
Telephone
TV remote
control
Wireless
Window
Curtain
Carpet

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 客房 GUEST ROOM
TV- 电视

1.

Guest Room

TV

Telephone

Telephone- 电话

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 TV remote control- 电视遥控器

1.

Guest Room

TV
remote control

Wireless Wireless – 无线网络

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 Window- 玻璃窗 Curtain- 窗帘
1.

Guest Room

Window

Curtain

Carpet

Quilt
Carpet- 地毯 Pillow – 枕头 Quilt – 被子
Pillow
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 卫生间 BATH ROOM
2.

Bath Room

Toilet
Mirror
Basin
Hair- dryer
Shaver
Tap
leaking
Plugging
Hot
Cold

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 2. 卫生间 BATH ROOM

Toilet— 洗手间

Basin — 面盆
Mirror— 镜子

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 3. 常用情景对话 Commonly Used Dialogue

Good morning, Sir

A: 空调坏了 A: the Air conditioning is broken

B: 房间太冷 B: the room is too cold

C: 房间太热 C: the room is too hot

D: 房间有噪音 D: the room has noise

F: 屋顶漏水 F:The roof was leaking

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3. 常用情景对话 Commonly Used Dialogue

A: 水龙头没有水 A: faucet no water(tap no water)

B: 水龙头水太凉或太热冷 B: tap water is cold or hot

C: 浴缸下水堵塞 C: bath water plugging

D: 面盆下水堵塞 D: basin water plugging

F: 马桶堵塞 F: toilet is plugged up(doesn’t

work)

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 第四章

年度培
训实施
3. 常用情景对话 Commonly Used Dialogue
流程

A: 房间灯坏了 A: there was no light in the room(the bulb doesn’t work)

B: 房间没有 B: there is no electric in the room

电
C: 插座没有电 C: the socket was no power

D: 房间门打不开 D: I can’t open the door

F: 电话坏 F: the telephone doesn’t work in the room

了

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 3. 常用情景对话 Commonly Used Dialogue

A: 电视没有信号 A: there is no signal with my TV

B: 房间不能上网 B: the room can’t surf the internet

C: 网络服务 C: network service

D: 您上网有什么问题吗 D: Is there any problem with your internet

F: 网络接口 F: network interface

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 3. 常用情景对话 Commonly Used Dialogue

A: 您电脑是设置的固定 IP A: your computer is set fixed IP

B: 需要更换房间吗 B: would you like to change your room

C: 无线网络 C: wireless

D: 网络连接 D: Internet connected

E: 登录信息 E: Login information

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 3. 常用情景对话 Commonly Used Dialogue

A: 电池没电 A: a dead battery

B: 需要更换电池 B: need to change the battery

C: 需要重新启动您的电脑 C: please, restart your computer

D: 免费 / 付费 D: free of charge/pay

F: 不用谢 F: not at all

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TRANSITION
PAGE

餐饮部
FOOD &BEVERAGE DEP.

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餐厅 Restaurants
霄云厅 Sky Café
星光汇 Starlight Revolving Restaurant & Bar
谭府餐厅 Tan restaurant
四季酒吧 Four Seasons Bar

厨房 Kitchens

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 霄云厅 Sky Café

Location:North side of the Lobby

Seats ： 290
Business Hour ： 6:30-22:00

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 星光汇餐厅
Starlight Revolving Restaurant & Bar

Location ： 28 Floor
Seats ： 80
Business Hour ： 11:30 -24:00

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 谭府餐厅 Tan
restaurant

Location ： North side of third Floor

Seats ： 127
Business Hour ： 11:30-22:00

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四季酒吧 Four Seasons Bar

Location ： North Side of Second

Floor
Seats ： 72
Business Hour ： 9:00-24:00
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3. 常用情景对话 Commonly Used Dialogue
• Good morning/afternoon/evening
早上好 / 中午 / 晚上
迎候 Greeting
• How are you
您好吗
• Nice to see you
见到您很高兴
• Can I help you
我能为您做什么
• Table for……
几位
• Sorry sir, we are fully booked at moment
抱歉 先生，我们暂时没有座位
• This way ， please
这边请
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 3. 常用情景对话 Commonly Used Dialogue

点菜
Order
• Would you like to see the menu
您需要菜单吗
• We serve the buffet for lunch and dinner
我们提供自助餐（午、晚餐）
• Would you like to see the wine list
您需要酒单吗
• Would you like something to drink/May I order some drinks for you
您需要点什么饮料
• Would you like to order an aperitif
您需要开胃酒吗

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3. 常用情景对话 Commonly Used Dialogue

点菜
Order
• May I suggest……/I can recommend
我可以为您推荐……
• Have you tried (house wine)……
您尝（试）过……
• What about you……
您需要什么呢
• May I repeat your order
让我为您重复您的点单内容
• Thank you, enjoy your meal
感谢您，祝您胃口好
• Is there anything wrong/What’s the problem
有什么问题吗

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 3. 常用情景对话 Commonly Used Dialogue

• This is your soup(main course 、 dessert……)

这是您的汤……
• Would you like more mineral water(butter 、 bread)
您还需要加点……吗
• May I take this(plate) away
我可以撤盘子吗
• It’s made from(beef steak)……..
它是由……做的
• I’m sorry, I’ll change it for you
抱歉，我马上给您换
服务 SERVING • I’m sorry , I’ll take it back to the kitchen
抱歉，我马上拿到厨房（重新做……）
Service • Would like to order something else
您还需要别的吗
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3. 常用情景对话 Commonly Used Dialogue

结账 Billing
• Did you enjoy your meal
您对食品还满意吗
• How is your meal
您感觉怎么样（食品）
• Hope you enjoy your meal
希望您满意我们的食品（服务）
• Here is your bill
这里是您的账单（先生、女士）
• May I put it up to your room
我可以为您挂房账

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3. 常用情景对话 Commonly Used Dialogue

结账 Billing
May I have your signature
麻烦您在这里签字，好吗
May I see your room card
麻烦您出示您的房卡
I’m afraid sir ,there is no enough deposit on your room
抱歉 先生，您的押金目前不足了
Would you mind to pay cash
您不介意用现金支付吧
Here is your change
这是找给您的零钱

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3. 常用情景对话 Commonly Used Dialogue

送客 Say good bye

• Thank you very much
非常感谢
• Thank you for coming
非常感谢您的光临
• See you nest time
希望再次见到您
• Good bye
再见

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Impact of the first impression WORDS that will kill you ….
初次印象中，不恰当用词的影响…… .

NO YES

Morning !!! 早！ Good Morning Madam, 早上好，女士！

Hi !!!! 好！ Good Morning Miss Sophie 早上好，索菲小姐！
Good Morning Sir, 早上好，先生！
Nice to meet You !! 很高兴认识你！ I am pleased to meet you, I am delighted to meet you…
很高兴见到你！
Pardon ? 重复一下？ I did not understand 我不是很明白
What ? 什么？ I can not hear ... 我没有听清楚
Excuse me ! 打扰一下！ Let me offer you my apologies for… 我很抱歉… ..
Sorry ! 抱歉 I like to apologize for… 我为…表示歉意
I would like to…. 我想…… I will be delighted to…. 我非常高兴地… ..
Good bye!! 再见！ Good bye Madam. 再见，女士！
Bye bye… 再见！ Good bye Sir. 再见，先生！
See You 再见！
Tchao….

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We are Ladies and Gentlemen,
serving Ladies and Gentlemen
我们是淑女和绅士，我们为淑女和绅士服务

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课堂赠言

If better is possible, good is not enough

如果更好是可能的，那么现在的好就不是那么好

58 人力资源部
感谢大家参加此次培训！

THANKS
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培训部