饭店服务英语PDF电子书下载

Part 1 Courtesies 1

Unit 1 Greetings 2

Unit 2 Introduction 6

Unit 3 Parting 10

Unit 4 Requests and Responses 14

Unit 5 Thanks and Responses 18

Unit 6 Apologies 22

Unit 7 Asking the Way 26

Unit 8 Asking Time and Dates 30

Part 2　Front Desk Service 34

Unit 9　Reservation(Ⅰ) 35

Unit 10 Reservation(Ⅱ) 43

Unit 11 Guest Arrival 47

Unit 12 Check-in(Ⅰ) 51

Unit 13 Check-in(Ⅱ) 57

Unit 14 Bringing the Guest to Room 62

Unit 15 Delivering Bags 68

Unit 16 Cloakroom 72

Unit 17 Information Desk 77

Unit 18 Messages 82

Unit 19 Foreign Exchange 87

Unit 20 Bringing Baggage Down 91

Unit 21 Checking Out 96

Part 3 Housekeeping Service 102

Unit 22 Room Cleaning 103

Unit 23 Lending Articles to Guests 108

Unit 24 Damage Problems 111

Unit 25 Dealing with Complaints 115

Unit 26 Lost and Found(Ⅰ) 119

Unit 27 Lost and Found(Ⅱ) 124

Unit 28 Laundry(Ⅰ) 128

Unit 29 Laundry(Ⅱ) 133

Part 4 Food＆Beverage Service 138

Unit 30 Taking a Reservation 139

Unit 31 Receiving the Diner 143

Unit 32 Taking Orders 148

Unit 33 Breakfast 156

Unit 34 Lunch 162

Unit 35 Dinner 168

Unit 36 Buffet and Snack Bar 173

Unit 37 In a Chinese Restaurant 177

Unit 38 Room Service 184

Unit 39 In the Bar 190

Unit 40 Dealing with Requests 195

Unit 41 Dealing with Complaints 198

Unit 42 Giving the Bill 206

Part 5 Other Services 211

Unit 43 Shopping(Ⅰ) 212

Unit 44 Shopping(Ⅱ) 217

Unit 45 Telephone Calls(Ⅰ) 223

Calls from Outside 227

Unit 46 Telephone Calls (Ⅱ) 227

Calls from Guest Rooms 232

Unit 47 Telephone Calls(Ⅲ) 232

International Calls 238

Unit 48 Sport and Keep-fit 238

Unit 49 At the Post Office 242

Unit 50 Hair-dressing 246

Unit 51 Convention Facilities 251

Unit 52 Booking Tickets 257