饭店实用口语PDF电子书下载

PART Ⅰ FRONT OFFICE SERVICE 1

Unit 1 Room Reservations 1

Unit 2 At the Reception Desk 7

Unit 3 Bell Service 13

Unit 4 At the Information Desk 18

Unit 5 Settling Guests'Complaints 24

PART Ⅱ HOUSEKEEPING DEPARTMENT 31

Unit 6 Recognizing the Guests 31

Unit 7 Chamber Service 37

Unit 8 Laundry Service 43

Unit 9 Wake-up Call Service 49

Unit 10 The Maintenance Service 56

PART Ⅲ FOOD AND BEVERAGE DEPARTMENT 63

Unit 11 Table Reservation 63

Unit 12 Seating the Diners 67

Unit 13 Taking Orders 71

Unit 14 Serving Dishes 76

Unit 15 Buffet Service 80

Unit 16 At the Bar 85

PART Ⅳ THE BUSSINESS CENTER 90

Unit 17 Secretary Service 90

Unit 18 Providing Information 94

Unit 19 Communication Service 98

Unit 20 Mail Service 103

Unit 21 Ticket Service 107

PART Ⅴ SPECIAL SERVICE 112

Unit 22 At the Recreation Center 112

Unit 23 The Cashier 116

Unit 24 Baby-sitting Service 119

Unit 25 Deposit Service 123

Unit 26 Complaints 127

APPENDIX Ⅰ Elementary English for Hotel Staff and Management 132

APPENDIX Ⅱ Useful Words and Expressions for Hotel Services 138

APPENDIX Ⅲ Hotel Organization Chart 143

APPENDIX Ⅳ Hotel Organization Chart 145

参考文献 150