饭店服务英语PDF电子书下载

Workshop One English for Front Office 3

Unit 1 Room Reservation 3

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 3

Learning Objectives 3

Key Points in the Unit 3

Part Two Simulation Training 4

Technical Terms 4

Sentence Patterns 4

Sample Dialogues 6

Dialogue 1 Receiving a Reservation（Basic Procedures） 6

Dialogue 2 AGroup Reservation 7

Dialogue 3 We Are Fully Booked 7

Classroom Activities 8

Part Three Extended Reading 10

Advance Reservations 10

Part Four Exercises 11

Unit 2 Reception 13

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 13

Learning Objectives 13

Key Points in the Unit 13

Part Two Simulation Training 14

Technical Terms 14

Sentence Patterns 14

Sample Dialogues 16

Dialogue 1 A Guest with Advance Reservation Checks in 16

Dialogue 2 Registering a Tour Group 17

Dialogue 3 Receiving a Walk-in Guest 18

Classroom Activities 19

Part Three Extended Reading 22

What Should Hotel Receptionist Do? 22

Part Four Exercises 22

Unit 3 Bell Service 25

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 25

Learning Objectives 25

Key Points in the Unit 25

Part Two Simulation Training 26

Technical Terms 26

Sentence Patterns 26

Sample Dialogues 28

Dialogue 1 Receiving a Guest ＆ Bringing Him to His Room 28

Dialogue 2 Running Errands for Guests 29

Dialogue 3 Getting down the Luggage before the Guests Check out 29

Dialogue 4 Hiring a Taxi 30

Classroom Activities 30

Part Three Extended Reading 32

The Front Desk Employees 32

Part Four Exercises 33

Unit 4 Money Exchange 36

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 36

Learning Objectives 36

Key Points in the Unit 36

Part Two Simulation Training 37

Technical Terms 37

Sentence Patterns 37

Sample Dialogues 38

Dialogue 1 Normal Transaction 38

Dialogue 2 The Night Change Limits 39

Dialogue 3 A Guest Wants to Change Traveler's Checks 39

Classroom Activities 39

Part Three Extended Reading 41

The Accounting Department 41

Part Four Exercises 42

Unit 5 Telephone Operator 44

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 44

Learning Objectives 44

Key Points in the Unit 44

Part Two Simulation Training 45

Technical Terms 45

Sentence Patterns 45

Sample Dialogues 47

Dialogue 1 An Overseas Call 47

Dialogue 2 Morning Call 48

Dialogue 3 Taking a Message 48

Classroom Activities 49

Part Three Extended Reading 50

Telephone Calls 50

Part Four Exercises 52

Unit 6 Information 55

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 55

Learning Objectives 55

Key Points in the Unit 55

Part Two Simulation Training 56

Technical Terms 56

Sentence Patterns 56

Sample Dialogues 57

Dialogue 1 Inquiring about Telephone Fee 57

Dialogue 2 Giving Information 57

Dialogue 3 Posting a Letter 58

Classroom Activities 59

Part Three Extended Reading 60

Ways of Categorizing Hotels 60

Part Four Exercises 61

Unit 7 Complaints 63

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 63

Learning Objectives 63

Key Points in the Unit 63

Part Two Simulation Training 64

Technical Terms 64

Sentence Patterns 64

Sample Dialogues 67

Dialogue 1 Misunderstandings at the Front Desk 67

Dialogue 2 All Is a Mess 67

Dialogue 3 Changing a Room 68

Dialogue 4 Missing 68

Classroom Activities 69

Part Three Extended Reading 70

How to Deal with Complaints? 70

Part Four Exercises 71

Unit 8 Paying the Bill and Checking out 74

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 74

Learning Objectives 74

Key Points in the Unit 74

Part Two Simulation Training 75

Technical Terms 75

Sentence Patterns 75

Sample Dialogues 77

Dialogue 1 Paying by Credit Card 77

Dialogue 2 Paying Cash in U.S.Dollars 77

Dialogue 3 Checking out 78

Classroom Activities 79

Part Three Extended Reading 80

What Does a Cashier Pay Attention to? 80

Part Four Exercises 81

Workshop Two English for Housekeeping Department 87

Unit 9 Room Cleaning 87

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 87

Learning Objectives 87

Key Points in the Unit 87

Part Two Simulation Training 88

Technical Terms 88

Sentence Patterns 88

Sample Dialogues 89

Dialogue 1 Housekeeping（Basic Procedures） 89

Dialogue 2 Being Asked to Clean the Room Earlier 90

Dialogue 3 Turn-down Service 90

Classroom Activities 91

Part Three Extended Reading 92

Housekeeping Department 92

Part Four Exercises 93

Unit 10 Guests'Requests 96

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 96

Learning Objectives 96

Key Points in the Unit 96

Part Two Simulation Training 97

Technical Terms 97

Sentence Patterns 97

Sample Dialogues 98

Dialogue 1 Baby-sitting Service 98

Dialogue 2 Asking for an Extra Bed 99

Dialogue 3 Borrowing Something 99

Classroom Activities 99

Part Three Extended Reading 100

Some Other Hotel Service 100

Part Four Exercises 101

Unit 11 Laundry and Valet Service 104

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 104

Learning Objectives 104

Key Points in the Unit 104

Part Two Simulation Training 105

Technical Terms 105

Sentence Patterns 105

Sample Dialogues 108

Dialogue 1 Taking Laundry 108

Dialogue 2 Express Laundry Service 108

Dialogue 3 Damage Problems 109

Dialogue 4 Delivering Laundry by Mistake 109

Classroom Activities 110

Part Three Extended Reading 111

What Do Customers Really Want? 111

Part Four Exercises 113

Unit 12 Room Service 116

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 116

Learning Objectives 116

Key Points in the Unit 116

Part Two Simulation Training 117

Technical Terms 117

Sentence Patterns 117

Sample Dialogues 118

Dialogue 1 The Procedure of Room Service 118

Dialogue 2 Ordering Breakfast 119

Classroom Activities 119

Part Three Extended Reading 120

How to Meet Guests'Needs? 120

Part Four Exercises 121

Unit 13 Lost and Found 124

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 124

Learning Objectives 124

Key Points in the Unit 124

Part Two Simulation Training 125

Technical Terms 125

Sentence Patterns 125

Sample Dialogues 126

Dialogue 1 My Camera Is Missing 126

Dialogue 2 Mailing the Lost Property to Its Owner 127

Classroom Activities 127

Part Three Extended Reading 129

Hotel Services 129

Part Four Exercises 131

Unit 14 Damage and Compensation 133

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 133

Learning Objectives 133

Key Points in the Unit 133

Part Two Simulation Training 134

Technical Terms 134

Sentence Patterns 134

Sample Dialogues 134

Dialogue 1 Damage 134

Dialogue 2 Compensation 135

Classroom Activities 135

Part Three Extended Reading 136

Promotion 136

Part Four Exercises 137

Unit 15 Problems and Maintenance 140

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 140

Learning Objectives 140

Key Points in the Unit 140

Part Two Simulation Training 141

Technical Terms 141

Sentence Patterns 141

Sample Dialogues 142

Dialogue 1 Television Problems 142

Dialogue 2 The Smoke DetectorIs Flashing 142

Dialogue 3 There Is Something Wrong with the Toilet 142

Dialogue 4 People Next Door Are Very Noisy 143

Dialogue 5 The Light Is Too Dim 143

Dialogue 6 The Air Conditioner Problems 144

Classroom Activities 144

Part Three Extended Reading 145

Engineering 145

Part Four Exercises 146

Workshop Three English for Food and Beverage Department 151

Unit 16 Table Reservation 151

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 151

Learning Objectives 151

Key Points in the Unit 151

Part Two Simulation Training 152

Technical Terms 152

Sentence Patterns 152

Sample Dialogues 153

Dialogue 1 Accepting a Reservation 153

Dialogue 2 Requests Unable to Be Satisfied 154

Classroom Activities 154

Part Three Extended Reading 155

Food and Beverage Department 155

Part Four Exercises 156

Unit 17 Receiving Diners 159

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 159

Learning Objectives 159

Key Points in the Unit 159

Part Two Simulation Training 160

Technical Terms 160

Sentence Patterns 160

Sample Dialogues 161

Dialogue 1 Seating Guests 161

Dialogue 2 There Isn't a Table 162

Dialogue 3 Seating Walk-in Guests 162

Classroom Activities 163

Part Three Extended Reading 164

Restaurants Categorized by Services 164

Part Four Exercises 165

Unit 18 Taking Orders and Recommendations 168

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 168

Learning Objectives 168

Key Points in the Unit 168

Part Two Simulation Training 169

Technical Terms 169

Sentence Patterns 169

Sample Dialogues 170

Dialogue 1 WhatWouldYouLike to Order? 170

Dialogue 2 Recommendation 171

Classroom Activities 172

Part Three Extended Reading 173

Special Cuisine 173

Part Four Exercises 174

Unit 19 Chinese Food Restaurant 177

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 177

Learning Objectives 177

Key Points in the Unit 177

Part Two Simulation Training 178

Technical Terms 178

Sentence Patterns 178

Sample Dialogues 179

Dialogue 1 A Chinese Breakfast 179

Dialogue 2 Introducing Chinese Food 179

Dialogue 3 Ordering a Chinese Dinner 180

Dialogue 4 A Special Meal 181

Classroom Activities 182

Part Three Extended Reading 183

Local Cuisine 183

Part Four Exercises 185

Unit 20 Western Food Restaurant 188

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 188

Learning Objectives 188

Key Points in the Unit 188

Part Two Simulation Training 189

Technical Terms 189

Sentence Patterns 189

Sample Dialogues 190

Dialogue 1 Having the Continental Breakfast 190

Dialogue 2 At the Western Restaurant 190

Dialogue 3 Western Food 191

Classroom Activities 192

Part Three Extended Reading 193

Meals 193

Part Four Exercises 194

Unit 21 Buffet and Coffee Shop 197

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 197

Learning Objectives 197

Key Points in the Unit 197

Part Two Simulation Training 198

Technical Terms 198

Sentence Patterns 198

Sample Dialogues 199

Dialogue 1 Buffet 199

Dialogue 2 At Coffee Shop 199

Dialogue 3 Coffee Break 200

Classroom Activities 200

Part Three Extended Reading 201

Table Manners 201

Part Four Exercises 202

Unit 22 Complaints 204

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 204

Learning Objectives 204

Key Points in the Unit 204

Part Two Simulation Training 205

Technical Terms 205

Sentence Patterns 205

Sample Dialogues 206

Dialogue 1 Complaints about Food（Ⅰ） 206

Dialogue 2 Complaints about Food（Ⅱ） 206

Dialogue 3 Complaints about Service（Ⅰ） 207

Dialogue 4 Complaints about Service（Ⅱ） 208

Classroom Activities 208

Part Three Extended Reading 209

Learn to Be Good at Conversation 209

Part Four Exercises 211

Unit 23 Payment 213

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 213

Learning Objectives 213

Key Points in the Unit 213

Part Two Simulation Training 214

Sentence Patterns 214

Sample Dialogues 214

Dialogue 1 By Credit Card 214

Dialogue 2 By Traveler's Checks 215

Classroom Activities 215

Part Three Extended Reading 216

Personnel Structure in the Food Service Industry 216

Part Four Exercises 217

Unit 24 Beverage Service 219

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 219

Learning Objectives 219

Key Points in the Unit 219

Part Two Simulation Training 220

Technical Terms 220

Sentence Patterns 220

Sample Dialogues 221

Dialogue 1 At a Restaurant 221

Dialogue 2 Chatting in the Bar 221

Dialogue 3 At the Bar 222

Classroom Activities 223

Part Three Extended Reading 224

Beverage Service 224

Part Four Exercises 225

Workshop Four English for Other Departments 231

Unit 25 Sample Dialogues for Other Departments 231

Dialogue 1 Health Club 231

Dialogue 2 Business Centre 231

Dialogue 3 Post Office 232

Dialogue 4 Shopping 232

Dialogue 5 BeautyParlor 233

Appendix Commonly Used Words and Terms in Hotels 234

Reference 259