饭店服务英语PDF电子书下载

Contents 2

Part 1 Courtesies 2

Unit 1．Greetings 2

Unit 2．Introduction 6

Unit 3．Parting 9

Unit 4．Requests and Responses 12

Unit 5．Thanks and Responses 15

Unit 6．Apologies 18

Unit 7．Asking the Way 21

Unit 8．Asking Time and Dates 25

Unit 9．Making Telephone Calls 28

Part 2 Front Desk Service 34

Unit 1．Reservation（Ⅰ） 34

Unit 2．Reservation（Ⅱ） 43

Unit 3．Guest Arrival 47

Unit 4．Check-in（Ⅰ） 50

Unit 5．Check-in（Ⅱ） 56

Unit 6．Bringing the Guest to Room 60

Unit 7．Delivering Bags 66

Unit 8．Cloakroom 69

Unit 9．Information Desk 73

Unit 10．Messages 77

Unit 11．Paging 82

Unit 12．Money Change 86

Unit 13．Miscellaneous Services 89

Unit 14．Bringing Baggage Down 94

Unit 15．Checking Out 98

Part 3 Housekeeping Service 106

Unit 1．Room Cleaning 106

Unit 2．Lending Equipment to Guests 111

Unit 3．Other Services 114

Unit 4．Damage Problems 119

Unit 5．Dealing with Complaints 122

Unit 6．Lost and Found（Ⅰ） 125

Unit 7．Lost and Found（Ⅱ） 130

Unit 8．Laundry（Ⅰ） 134

Unit 9．Laundry（Ⅱ） 138

Part 4 Food Beverage Service 144

Unit 1．Taking a Reservation 144

Unit 2．Receiving the Diner 148

Unit 3．Taking Orders 153

Unit 4．Breakfast 161

Unit 5．Lunch 166

Unit 6．Dinner 171

Unit 7．Buffet and Snack Bar 175

Unit 8．In a Chinese Restaurant 178

Unit 9．Room Service 184

Unit 10．In the Bar 189

Unit 11．Dealing with Requests 193

Unit 12．Dealing with Complaints 195

Unit 13．Giving the Bill 203

Part 5 Other Services 210

Unit 1．Shopping（Ⅰ） 210

Unit 2．Shopping（Ⅱ） 214

Unit 3．Operator（Ⅰ）Calls from Outside 219

Unit 4．Operator（Ⅱ）Calls from Guest Rooms 222

Unit 5．Operator（Ⅲ）International Calls 226

Unit 6．Convention Facilities 232

Unit 7．Sport and Keep-fit 239

Unit 8．At the Post Office 241

Unit 9．Hair-dressing 244