酒店英语PDF电子书下载

初级篇 1

Part Ⅰ ELEMENTARY COURTESY ENGLISH FOR HOTEL STAFF 酒店员工基础礼貌用语 1

Unit 1 Welcome,Greeting,and Farewell 欢迎、问候和告别 3

Section A Phonetics 语音 3

Section B Listening and Speaking 听与说 4

1-1 Expressing Welcome 欢迎 4

1-2 Expressing Greeting 问候 4

1-3 Expressing Farewell 告别 6

Unit 2 Thanks,Apologies,and Best Wishes 感谢、道歉和祝福 8

Section A Phonetics 语音 8

Section B Listening and Speaking 听与说 9

2-1 Expressing Thanks 感谢 9

2-2 Expressing Apologies 道歉 10

2-3 Expressing Best Wishes 祝福 11

Unit 3 Permission,Acceptance or Refusal 允许、接受或拒绝 15

Section A Phonetics 语音 15

Section B Listening and Speaking 听与说 16

3-1 Asking for Permission 请求允许 16

3-2 Acceptance or Refusal 接受或拒绝 16

Unit 4 Attitudes 态度 20

Section A Phonetics 语音 20

Section B Listening and Speaking 听与说 21

4-1 Agreement or Disagreement 同意或不同意 21

4-2 Expressing Suggestions 建议 21

Unit 5 Emotions 情感 25

Section A Phonetics 语音 25

Section B Listening and Speaking 听与说 26

5-1 Asking Satisfaction or Dissatisfaction 询问满意或不满意 26

5-2 Reassurance and Sympathy 安慰和同情 27

5-3 Worries and Regrets 忧虑和遗憾 28

Part Ⅱ ELEMENTARY SERVICE ENGLISH FOR HOTEL STAFF 酒店员工基础服务英语 31

Unit 1 At Front Office 前厅部日常服务用语 33

Section A Phonetics 语音 33

Section B Listening and Speaking 听与说 34

1-1 Check-in Service 入住服务 34

1-2 Check-out Service 结账服务 35

Unit 2 At Housekeeping Department 客房部日常服务用语 39

Section A Phonetics 语音 39

Section B Listening and Speaking 听与说 41

2-1 Showing a Guest to His/Her Room 引客进房 41

2-2 Asking to Clean the Room 要求清理房间 41

Unit 3 At Food＆Beverage Department 餐饮部日常服务用语 44

Section A Phonetics 语音 44

Section B Listening and Speaking 听与说 45

3-1 Expressing Welcome 欢迎 45

3-2 Food and Beverage Reservation 餐饮预订 47

Unit 4 At Shopping Center 商场部日常服务用语 51

Section A Phonetics 语音 51

Section B Listening and Speaking 听与说 52

4-1 When a Guest is Asking for Directions 宾客问路 52

4-2 Shopping Service 购物服务 53

Unit 5 At Recreational Center 娱乐部日常服务用语 56

Section A Phonetics 语音 56

Section B Listening and Speaking 听与说 57

5-1 Receiving Telephone Enquiries 受理电话咨询 57

5-2 Service at Recreational Center 娱乐部日常服务 58

中级A篇 63

Part Ⅲ THE FRONT OFFICE DEPARTMENT 前厅部 63

INTRODUCTION 导言 64

Unit 1 Room Reservation 客房预订 65

Section A Listening and Speaking 听与说 65

1-1 Independent Reservation 散客预订 65

1-2 Group Reservation 团队预订 67

Section B Supplementary Reading 补充阅读 70

Unit 2 Receiving Guests 接待客人 72

Section A Listening and Speaking 听与说 72

2-1 Checking in for Independent Guests 散客入住 72

2-2 Checking in for Groups 团队入住 74

Section B Supplementary Reading 补充阅读 76

Unit 3 The Bellman 行李员 77

Section A Listening and Speaking 听与说 77

3-1 Baggage Delivery 搬运行李 77

3-2 Hotel Facilities and Services Introduction 酒店设施与服务介绍 79

Section B Supplementary Reading 补充阅读 81

Unit 4 Information Service 问讯服务 83

Section A Listening and Speaking 听与说 83

4-1 Showing the Way 指路 83

4-2 Mail Service 邮寄服务 85

Section B Supplementary Reading 补充阅读 87

Unit 5 Operator Service 接线员服务 89

Section A Listening and Speaking 听与说 89

5-1 Taking a Message 电话留言 89

5-2 Making an IDD Call 国际直拨长途电话 91

Section B Supplementary Reading 补充阅读 94

Unit 6 The Cashier 收银员 96

Section A Listening and Speaking 听与说 96

6-1 Foreign Currency Exchange 外币兑换 96

6-2 Checking Out 结账 98

Section B Supplementary Reading 补充阅读 101

Part Ⅳ THE HOUSEKEEPING DEPARTMENT 客房部 103

INTRODUCTION 导言 104

Unit 1 Floor Attendant 楼层服务员 105

Section A Listening and Speaking 听与说 105

1-1 Introducing the Room Facilities 介绍客房设施 105

1-2 Equipment Rental 设备出租 108

Section B Supplementary Reading 补充阅读 110

Unit 2 Chamber Service 客房服务 112

Section A Listening and Speaking 听与说 112

2-1 Making up the Rooms 整理房间 112

2-2 Maintenance Service 维修服务 114

Section B Supplementary Reading 补充阅读 116

Unit 3 Personal Service 个人服务 118

Section A Listening and Speaking 听与说 118

3-1 Laundry Service 洗衣服务 118

3-2 Room Service 客房用餐 120

Section B Supplementary Reading 补充阅读 123

Unit 4 Dealing with Emergency 处理紧急事件 126

Section A Listening and Speaking 听与说 126

4-1 In-house Doctor 店内医生 126

4-2 Lost and Found 失物招领 128

Section B Supplementary Reading 补充阅读 131

Part Ⅴ FOOD＆BEVERAGE DEPARTMENT 餐饮部 133

INTRODUCTION 导言 134

Unit 1 Taking a Telephone Reservation 接受电话预订 135

Section A Listening and Speaking 听与说 135

1-1 Booking Seats 预订座位 135

1-2 Reserving Banquets 宴会预订 137

Section B Supplementary Reading 补充阅读 140

Unit 2 Seating the Diners 顾客就座 142

Section A Listening and Speaking 听与说 142

2-1 Seating the Guests with Reservation 预订顾客就餐 142

2-2 No Seat is Available 没有空位 144

Section B Supplementary Reading 补充阅读 146

Unit 3 Taking Orders 点菜 148

Section A Listening and Speaking 听与说 148

3-1 Western Dinner 西餐 148

3-2 Chinese Food 中餐 150

Section B Supplementary Reading 补充阅读 153

Unit 4 Serving Dishes＆Settling Accounts 上菜和结账 155

Section A Listening and Speaking 听与说 155

4-1 Serving Dishes 上菜 155

4-2 Settling Accounts 结账 157

Section B Supplementary Reading 补充阅读 159

Unit 5 At the Bar 在酒吧 161

Section A Listening and Speaking 听与说 161

5-1 Foreign Liquors and Wines 洋酒 161

5-2 Chinese Liquors and Wines 中国酒 163

Section B Supplementary Reading 补充阅读 166

中级B篇 169

Part Ⅵ BUSINESS CENTER 商务中心 169

INTRODUCTION 导言 170

6-1 Fax 传真服务 171

6-2 Hiring 租用服务 173

Part Ⅶ HEALTH CENTER 康乐中心 177

INTRODUCTION 导言 178

7-1 Talking about Health Club Facilities 谈论俱乐部健身设施 179

7-2 Introducing Hotel Sauna Service 介绍酒店桑拿服务 181

Part Ⅷ CONFERENCE CENTER 会务中心 183

INTRODUCTION 导言 184

8-1 Conference Room Facilities 会议室设施 185

8-2 Conference Room Maintenance 会议室维护 187

Part Ⅸ CULTURAL AND RECREATIONAL CENTER 文化娱乐中心 191

INTRODUCTION 导言 192

9-1 At the Ball Room 舞厅 193

9-2 At the Karaoke Bar 卡拉OK厅 197

Part Ⅹ TRAVEL SERVICE 旅游服务 205

INTRODUCTION 导言 206

10-1 Travel Agency 旅行社 207

10-2 Travel Tips 旅行指南 210

高级篇 215

Part Ⅺ HOTEL MANAGEMENT 酒店管理 215

INTRODUCTION 导言 216

Unit 1 Public Relations 公共关系 217

Section A Listening and Speaking 听与说 217

1-1 Arranging for a Conference 安排会议 217

1-2 Collecting Comments and Suggestions 收集意见和建议 218

Section B Supplementary Reading 补充阅读 220

Unit 2 Settling Complaints 解决投诉 223

Section A Listening and Speaking 听与说 223

2-1 Dealing with a Difficult Guest 与难对付的客人打交道 223

2-2 Handling a Complaint 处理投诉 224

Section B Supplementary Reading 补充阅读 226

Unit 3 Interview and Orientation 面试和迎新培训 230

Section A Listening and Speaking 听与说 230

3-1 Interview 面试 230

3-2 Orientation 迎新培训 231

Section B Supplementary Reading 补充阅读 233

Unit 4 At the Manager's Office 经理办公室 237

Section A Listening and Speaking 听与说 237

4-1 Morning Briefing 早晨例会 237

4-2 Negotiation 谈判 238

Section B Supplementary Reading 补充阅读 240

附录一 常见中西餐菜谱名称 244

附录二 酒店机构表 258

附录三 《酒店英语》培训指导与建议 260