酒店英语阅读 下=Hotel English reading & knowledgePDF电子书下载

Unit 9 Front Office 1

Lead-in 1

Text A An Introduction to the Front Office Department 2

Text B Receptionists 3

Text C Concierge 5

Useful Words and Expressions 7

Practical Reading 7

Knowledge 8

Exercises 9

Case Study 10

Unit 10 Housekeeping 11

Lead-in 11

Text A The Housekeeping Department 12

Text B Housekeeping Rules 13

Text C On-premises Laundry 15

Useful Words and Expressions 17

Practical Reading 17

Knowledge 18

Exercises 19

Case Study 20

Unit 11 Food and Beverage 22

Lead-in 22

Text A General Introduction to the Food＆Beverage Department 23

Text B Chinese Cuisine 24

Text C Tipping 26

Useful Words and Expressions 27

Practical Reading 28

Knowledge 28

Exercises 29

Case Study 30

Unit 12 Health and Recreation 32

Lead-in 32

Text A Health and Recreation Department 33

Text B SPA 35

Text C Indoor Golf 37

Useful Words and Expressions 38

Practical Reading 39

Knowledge 39

Exercises 40

Case Study 41

Unit 13 Recruitment and Training 43

Lead-in 43

Text A The Human Resources Department 44

Text B Recruiting in the Hotel Industry 45

Text C Hotel Training Techniques 47

Useful Words and Expressions 48

Practical Reading 49

Knowledge 49

Exercises 50

Case Study 51

Unit 14 Marketing and Promotion 53

Lead-in 53

Text A The Sales and Marketing Department 54

Text B Pricing Strategies 55

Text C Promotional Strategies 57

Useful Words and Expressions 58

Practical Reading 59

Knowledge 59

Exercises 61

Case Study 62

Unit 15 Safety and Security 64

Lead-in 64

Text A Safety and Security in Hospitality Industry 65

Text B Security Measures 67

Text C The Future of Hotel Security Technologies 68

Useful Words and Expressions 70

Practical Reading 70

Knowledge 71

Exercises 72

Case Study 73

Unit 16 Handling Complaints 75

Lead-in 75

Text A Why Do Customers Complain？ 76

Text B Importance of Guest Complaints 77

Text C Tips to Handle Guest Complaints 79

Useful Words and Expressions 80

Practical Reading 80

Knowledge 81

Exercises 82

Case Study 83

练习参考答案 85

参考文献 94