酒店实用英语PDF电子书下载

Chapter One Front Office 1

Unit 1 Room Reservation 1

Unit 2 Reception 8

Unit 3 Bell Service 14

Unit 4 Switchboard 20

Unit 5 Business Center 25

Unit 6 Dealing with Complaints 31

Unit 7 Check-out 36

Chapter Two Housekeeping 42

Unit 1 Showing Room 42

Unit 2 Room Cleaning 48

Unit 3 Room Service 53

Unit 4 Laundry Service 58

Unit 5 Emergencies 64

Unit 6 Other Housekeeping Service 70

Chapter Three Food and Beverage 75

Unit 1 Reservation 75

Unit 2 Receiving Guests 82

Unit 3 Taking Orders for Western Food 87

Unit 4 Taking Orders for Chinese Food 95

Unit 5 At the Bar 102

Chapter Four Banqueting＆Conferences 110

Chapter Five Health＆Recreation Service 120

Unit 1 At the Recreation Center 120

Unit 2 At the Barbers＆Beauty Salon 127

Chapter Six Other Service 132

Unit 1 Shopping 132

Unit 2 At the Bank 138

Unit 3 Individualized Service 143

Appendix 1 Organization Chart of Hotel Management 148

Appendix 2 Collection of World Famous Hotels in China 149

Appendix 3 Codes and Symbols of Domestic and International Airline Companies 153

Appendix 4 Applicant Letter for a Hotel Position 156

References 157