饭店英语PDF电子书下载

Chapter 1 Front Desk 1

Unit 1 Room Reservation 3

Unit 2 Check-in 9

Unit 3 Changing the Room and Extending Stay 14

Unit 4 Foreign Currency Exchange 18

Unit 5 Check-out 22

Unit 6 Inquiry Service 26

Chapter 2 Concierge Services 30

Unit 1 Bellman's Services 32

Unit 2 Showing the Way to the Front Desk and the Room 36

Unit 3 Delivery of Luggage 41

Unit 4 Introducing Facilities＆Services 46

Unit 5 Left-luggage 51

Unit 6 Other Services 55

Chapter 3 Housekeeping 60

Unit 1 Cleaning the Room 63

Unit 2 Laundry Service 67

Unit 3 Introduction to Room Facilities 71

Unit 4 Maintenance Service 75

Unit 5 Replenishment of Amenities 79

Unit 6 Room Service 82

Unit 7 Lost and Found 86

Unit 8 Dealing with Emergency 90

Chapter 4 Switchboard Service 95

Unit 1 Switch Lines 98

Unit 2 Services for the Rates of Calls 102

Unit 3 Morning Call Service 107

Chapter 5 Serving at Meals 110

Unit 1 Reservation 113

Unit 2 Receiving the Guest 118

Unit 3 Taking Orders for Food 122

Unit 4 Rushing Orders 127

Unit 5 Paying the Bill 132

Unit 6 Buffet Service 136

Unit 7 Banquet Service 140

Unit 8 Dealing with Complaints 144

Chapter 6 At the Bar 147

Unit 1 Recommendation at the Bar 150

Unit 2 Chatting with the Guest 154

Unit 3 Serving the Drunken Guest 158

Chapter 7 Recreation and Entertainment Department 161

Unit 1 Health Center 163

Unit 2 Body Care Service 166

Unit 3 Bath Service 170

Unit 4 Recreational Service 173

Chapter 8 Business Center 176

Unit 1 Secretarial Service 178

Unit 2 Ticket-booking Service 185

Unit 3 Offering Information 190

Unit 4 Entrusted Services 196

Chapter 9 Shopping Arcade 201

Unit 1 Shopping 203

Unit 2 Telling the Price 211

Unit 3 Returning Goods 216

Unit 4 Handling Complaints 220

Appendix Rubric＆Checklist 225

参考文献 236