《酒店商务英语》在线开放课程的主要内容根据国际行业需求分为了以下几个部分：
*全球酒店行业概览及酒店不同部门的简要介绍
*酒店前厅部实用英语及国际文化背景知识
*酒店餐饮部实用英语及国际餐饮文化概览
*国际商务待客礼仪及全球文化背景下的沟通技巧
*我国特色旅游餐饮文化背景知识及如何向酒店客人提供推荐信息
*国际服务业商务面试技巧
*国际商务英语信函写作要点
Overview
Syllabus
- Hotel Strategy (1)
- 1.1 Why bother with strategy?
- 1.2 Strategic approaches in the hotel industry
- 1.3 Hotel business models
- 1.4 Envisioning the future
- 1.5 Working towards the future
- 1.6 Tracking changes in demand
- Hotel Strategy (2)
- 2.1 Understanding the industry
- 2.2 Key success factors
- 2.3 Understanding your hotel's strategic strengths
- 2.4 Identifying your hotel's strategic weaknesses
- 2.5 Strategic positioning of the hotel
- Hotel Marketing
- 3.1 Delivering an experience
- 3.2 How to present your service
- 3.3 Attracting and keeping guests
- 3.4 Marketing your hotel
- 3.5 Innovating your service offering
- 3.6 The service blueprint tool
- Industry Competition
- 4.1 Keeping the competition away
- 4.2 The growth of self-service
- 4.3 Creating a customer service orientation
- 4.4 Understanding Service Quality
- 4.5 Service Profit Chain
- Hotel Human Resources
- 5.1 Human Resources
- 5.2 Recruiting
- 5.3 Interview
- Business Communications
- 6.1 How to write an Email
- 6.2 Telephone skills
- Food and Beverages
- 7.1 Catering service language
- 7.2 Restaurant reservation
- 7.3 Asking guests about booking requirements
- 7.4 Asking guests about the detailed booking information
- 7.5 Making Confirmation
- 7.6 Declining Reservation & Changing Reservation
- 7.7 Greeting Guests: Confirming the reservation
- 7.8 Minimum Charge
- 7.9 Receiving and Seating Guests
- 7.10 Serving guests when no seats are available
- 7.11 Taking orders
- Service Management
- 8.1 How to introduce dishes
- 8.2 How to make recommendations
- 8.3 Serving dishes
- 8.4 Mis-serving dishes
- 8.5 Wine service
- 8.6 Introducing Chinese and Western wines
- 8.7 Serving wines
- 8.8 Serving soft drinks
- 8.9 Other services
- 8.10 Settling complaints
- 8.11 Wrapping-up Service & Delivery Service
- Final Exam
Taught by
Ran Li, Thomas Karlsson, and Renee Han
