Hotel-English-Lecture-One.pptx

Hotel English Sept.2010Hotel English:teaching plan Blueprint:Blueprint:letlet s build a virtual hotel s build a virtual hotel!TeacherTeacher s contribution:s contribution:present basic present basic knowledge structure knowledge structure design practical tasks design practical tasks for the application of for the application of hotel English hotel English guide the hotel-guide the hotel-building processbuilding processYour effort:Apply English in the operation of a hotel Make a survey about hotel(s)in Hefei and give a reportLearn to act as a hotel staff and finally chose your position in our hotelPerform your own duties and make your contribution to our hotel as much as possibleLecture One IntroductionI What is a hotel?I What is a hotel?酒店（酒店（HOTELHOTEL）一词来源于法语，当时的意）一词来源于法语，当时的意思是贵族在乡间招待贵宾的别墅，在港澳地区及思是贵族在乡间招待贵宾的别墅，在港澳地区及东南亚地区被称为东南亚地区被称为“酒店酒店”，在台湾被称为，在台湾被称为“酒酒店店”，在中国大陆被称为，在中国大陆被称为“酒店酒店”、“饭店饭店”、“宾馆宾馆”、“旅店旅店”、“旅馆旅馆”的。的。(1)hotels(1)hotels 酒店酒店,住的地方住的地方 (2)public house(2)public house 喝酒的地方喝酒的地方(3)hotel(3)hotel 方方 较大而设备好的旅馆较大而设备好的旅馆(4)guesthouse:(4)guesthouse:住宿的地方，与宾馆近义住宿的地方，与宾馆近义II Classificationsn nTask 1 Listening part in page 2,textbookTask 1 Listening part in page 2,textbookn nTask 2 C,in page 12,textbookTask 2 C,in page 12,textbookn nP.S P.S The more common classification systems The more common classification systems include star rating,letter grading,from include star rating,letter grading,from A to F,diamond or simply a A to F,diamond or simply a satisfactory or unsatisfactory footnote to satisfactory or unsatisfactory footnote to accommodation such as hostels and accommodation such as hostels and motels.motels.II Classifications In Germany,Austria and Switzerland the rating is defined by In Germany,Austria and Switzerland the rating is defined by the respective hotel industry association using a 5-star system-the respective hotel industry association using a 5-star system-the German classifications are the German classifications are Tourist(*),Standard(*),Tourist(*),Standard(*),Comfort(*),First Class(*)and Luxus(*)Comfort(*),First Class(*)and Luxus(*)with with the mark Superior to flag extras beyond the minimum defined the mark Superior to flag extras beyond the minimum defined in the standard.in the standard.Some members of the Some members of the hospitality industryhospitality industry have claimed have claimed a self-given six star rating for their operation.Two a self-given six star rating for their operation.Two examples are the examples are the Crown MacauCrown Macau,澳门皇酒店澳门皇酒店 and the and the St.St.Regis Shanghai HotelRegis Shanghai Hotel in in ChinaChina.Other examples include.Other examples include the Al Husn Hotel at Shangrilas the Al Husn Hotel at Shangrilas Shangri-La Barr Al Jissah Shangri-La Barr Al Jissah Resort and Spa HotelResort and Spa Hotel in Oman.in Oman.II Classifications七星级酒店阿联酋迪拜的阿拉伯塔（BurjAl-Arab）酒店 II Classifications 划分等级划分等级划分等级划分等级五个等级以五个等级以“星星”表示，一二三四五（四星豪华）表示，一二三四五（四星豪华）、一星酒店一星酒店 食宿食宿、二星酒店二星酒店 食宿、小卖部、邮电、理发等食宿、小卖部、邮电、理发等3 3、三星酒店、三星酒店 食宿、会议室、游艺厅、酒吧、咖啡厅、食宿、会议室、游艺厅、酒吧、咖啡厅、美容室、客房宽大有空调、彩电美容室、客房宽大有空调、彩电4 4、四星酒店、四星酒店 食宿、设备豪华、设施完善、服务项目食宿、设备豪华、设施完善、服务项目多、服务质量优良、物质享受，精神享受。多、服务质量优良、物质享受，精神享受。5 5、五星酒店、五星酒店 a.a.功能划分合理；功能划分合理；b.b.设施使用方便、安全。设施使用方便、安全。Dialogue 1 What is a hotel?Whats yr impression of hotel Staff?List two key words for hotel operation:III Major Divisions The Front Office The sectors include in this department:Reservation Front Desk Service Staff(doormen,luggage clerks and the concierge)Housekeeping Department n nWorking procedures in the Housekeeping Working procedures in the Housekeeping Department;Department;Guiding the guests to their rooms;Guiding the guests to their rooms;Chamber service Chamber service Laundry service Laundry service Room service Room service Wake-up call service Wake-up call serviceHousekeeping DepartmentStaff in the Housekeeping Department:Staff in the Housekeeping Department:Chamber maids Chamber maids to do the actual cleaning of to do the actual cleaning of the guest rooms.the guest rooms.Housemen Housemen to deal with the heavy work,such to deal with the heavy work,such as the moving of the furniture or heavy linen as the moving of the furniture or heavy linen baskets and trolleys.baskets and trolleys.Linen-room attendants Linen-room attendants to to store/sort/check/issue/repair all the linensstore/sort/check/issue/repair all the linensSupervisors Supervisors to check rooms to see if they are to check rooms to see if they are let or vacant;to check that all furniture and let or vacant;to check that all furniture and furnishings are in good order and repair.furnishings are in good order and repair.Housekeepers Housekeepers to allocate and supervise all the to allocate and supervise all the work of the staff.work of the staff.Food and Beverage Department 餐饮部(Food and Beverage Department)酒店餐饮主要的功能是为客人提供各种菜品和舒适的就餐环境及服务，。康乐部(Recreation Department)康乐部是满足客人娱乐、康体、健身需要的综合性营业部门，康乐部下辖泳池、夜总会、游戏厅、桑拿、美容美发和健身房等娱乐、健身项目。保安部保安部(Security Department)(Security Department)保安部是酒店和客人人身、财产安全的主管部门，保安部是酒店和客人人身、财产安全的主管部门，负责全酒店的安全保卫和消防安全工作。制定酒店负责全酒店的安全保卫和消防安全工作。制定酒店有关安全的各项规章制度和安全保卫工作计划，做有关安全的各项规章制度和安全保卫工作计划，做好安全防范工作，预防各种刑事案件、治安事件、好安全防范工作，预防各种刑事案件、治安事件、消防事件的工作。酒店的消防设施主要有：烟感报消防事件的工作。酒店的消防设施主要有：烟感报警器、自动喷淋、消防栓、防火卷窗门及多种消防警器、自动喷淋、消防栓、防火卷窗门及多种消防器材。酒店内的火警报警电话为器材。酒店内的火警报警电话为81198119，消防部下设，消防部下设保安员保安员2424小时巡逻，以保障酒店客人、员工的生命小时巡逻，以保障酒店客人、员工的生命财产安全。财产安全。采购部采购部(Purchasing Department)(Purchasing Department)采购部是酒店物资供应部门，负责全酒店物资的采购部是酒店物资供应部门，负责全酒店物资的发放工作，为全酒店的营运提供全方位的物资保发放工作，为全酒店的营运提供全方位的物资保障障 。工程部工程部(Eegineering Department)(Eegineering Department)工程部是酒店的设施设备的主管部门。以为酒店工程部是酒店的设施设备的主管部门。以为酒店提供良好的设施设备为目的，进行有效的能源控提供良好的设施设备为目的，进行有效的能源控制、动力供应及设备设施的运行及维修工作。制、动力供应及设备设施的运行及维修工作。营销部是协助酒店制定营销计划，并保障计划的正营销部是协助酒店制定营销计划，并保障计划的正确贯彻和实施。包括确定企业的目标市场，指定销确贯彻和实施。包括确定企业的目标市场，指定销售方针与策略，实施并执行既定方针。售方针与策略，实施并执行既定方针。公关部公关部(Public Relations Department)(Public Relations Department)公关部负责酒店公关部负责酒店VIPVIP客人的接待，餐前客人的接待工客人的接待，餐前客人的接待工作，各种会议客人的接待工作，协助对账款的催收作，各种会议客人的接待工作，协助对账款的催收工作，与外界媒体建立良好关系，负责酒店的对外工作，与外界媒体建立良好关系，负责酒店的对外宣传策划工作。宣传策划工作。财务部财务部(Accounting Department)(Accounting Department)财务部是执行酒店的成本核算、物资管理、费用财务部是执行酒店的成本核算、物资管理、费用控制、财务管理及会计核算的部门，下辖收银班控制、财务管理及会计核算的部门，下辖收银班组，负责对客人在酒店的各项消费进行结算收费。组，负责对客人在酒店的各项消费进行结算收费。计算机管理系统是酒店现代化管理的一个重要的计算机管理系统是酒店现代化管理的一个重要的标志，计算机系统担负着酒店各种财务数据和信标志，计算机系统担负着酒店各种财务数据和信息的处理和分析任务。酒店的计算机系统在财务息的处理和分析任务。酒店的计算机系统在财务会计、物资管理、经营统计、分析、自动结算费会计、物资管理、经营统计、分析、自动结算费用等方面得到大量的应用。财务部下设、收银组、用等方面得到大量的应用。财务部下设、收银组、仓库组、成本控制组、应收组仓库组、成本控制组、应收组 。人力资源部人力资源部(Human Resource Department)(Human Resource Department)人事部的主要工作是围绕着酒店的经营和管理这人事部的主要工作是围绕着酒店的经营和管理这个中心展开的，通过招聘、录用、选拔、调配、个中心展开的，通过招聘、录用、选拔、调配、流动、考核、奖惩、工资福利、劳动保险、劳动流动、考核、奖惩、工资福利、劳动保险、劳动争议处理等各项管理活动，谋求人与事的科学结争议处理等各项管理活动，谋求人与事的科学结合和人与人之间的紧密结合。达到提高员工的整合和人与人之间的紧密结合。达到提高员工的整体素质，优化队伍结构，充分调动员工的积极性、体素质，优化队伍结构，充分调动员工的积极性、创造性，最大可能的提高员工的工作效率的目的。创造性，最大可能的提高员工的工作效率的目的。为员工提供饮食、住宿服务。人力资源部下设员为员工提供饮食、住宿服务。人力资源部下设员工食堂、员工宿舍楼。工食堂、员工宿舍楼。Homework and PreparationHomework:Homework:1 1 learn learn“the Hotel Industrythe Hotel Industry”(P7)and give your (P7)and give your own definition of hotel.Translate the last para.own definition of hotel.Translate the last para.2 Introduction of a hotel to which you are 2 Introduction of a hotel to which you are familiar.Your introduction should include:familiar.Your introduction should include:Location,area,star rate of the hotel;Location,area,star rate of the hotel;Facilities and equipment provided;Facilities and equipment provided;Services provided;Services provided;Other distinctive features Other distinctive features3 make your first contribution on the hotel building project:name the hotel,and advertise it(design)4 start to plan your own hotel:choose your major position and hand me yr final decision next week.