实用酒店英语口语PDF电子书下载

MODULE Ⅰ 前厅部 3

UNIT 1 酒店入口 3

Part 1：Lead-in Activities 4

Part 2：Working Scenes 6

Scenario 1：迎客与陪同客人 6

Scenario 2：员工内部沟通 7

Part 3：Exercises 9

UNIT 2 礼宾台 11

Part 1：Lead-in Activities 12

Part 2：Working Scenes 14

Scenario 1：为客人推荐餐厅 14

Scenario 2：帮客人寻找私人购物助理 15

Part 3：Exercises 17

UNIT 3 前台 19

Part 1：Lead-in Activities 20

Part 2：Working Scenes 22

Scenario 1：为客人办理登记入住 22

Scenario 2：员工内部沟通 23

Part 3：Exercises 25

UNIT 4 GRO宾客关系专员 27

Part 1：Lead-in Activities 28

Part 2：Working Scenes 30

Scenario 1：客人投诉嗓音 30

Scenario 2：员工内部沟通 31

Part 3：Exercises 33

UNIT 5 商务中心 35

Part 1：Lead-in Activities 36

Part 2：Working Scenes 38

Scenario 1：为客人提供上网服务 38

Scenario 2：为客人包装礼物 39

Part 3：Exercises 41

UNIT 6 行政楼层 43

Part 1：Lead-in Activities 44

Part 2：Working Scenes 46

Scenario 1：为客人预订会议室 46

Scenario 2：客人抱怨房间枕头 47

Part 3：Exercises 49

MODULE Ⅱ 客房部 53

UNIT 7 客房服务 53

Part 1：Lead-in Activities 54

Part 2：Working Scenes 56

Scenario 1：客房清洁服务预订 56

Scenario 2：客房清洁和其他服务 57

Part 3：Exercises 59

UNIT 8 洗衣服务 61

Part 1：Lead-in Activities 62

Part 2：Working Scenes 64

Scenario 1：提供洗衣服务 64

Scenario 2：洗衣赔偿 65

Part 3：Exercises 67

UNIT 9 工程维修服务 69

Part 1：Lead-in Activities 70

Part 2：Working Scenes 72

Scenario 1：接收维修单 72

Scenario 2：与客人面对面沟通 73

Part 3：Exercises 75

UNIT 10 应急处理 77

Part 1：Lead-in Activities 78

Part 2：Working Scenes 80

Scenario 1：应急处理 80

Scenario 2：员工内部沟通 81

Part 3：Exercises 83

MODULE Ⅲ 餐饮部 87

UNIT 11 迎客 87

Part 1：Lead-in Activities 88

Part 2：Working Scenes 90

Scenario 1：迎客 90

Scenario 2：员工内部沟通 91

Part 3：Exercises 93

UNIT 12 中餐厅 95

Part 1：Lead-in Activities 96

Part 2：Working Scenes 98

Scenario 1：迎客与落座 98

Scenario 2：点餐 99

Part 3：Exercises 102

UNIT 13 西餐厅 105

Part 1：Lead-in Activities 106

Part 2：Working Scenes 108

Scenario 1：点餐 108

Scenario 2：上菜与买单 109

Part 3：Exercises 112

UNIT 14 客房送餐服务 115

Part 1：Lead-in Activities 116

Part 2：Working Scenes 118

Scenario 1：点餐 118

Scenario 2：送餐 119

Part 3：Exercises 122

UNIT 15 酒吧 125

Part 1：Lead-in Activities 126

Part 2：Working Scenes 128

Scenario 1：酒吧迎客 128

Scenario 2：接待一对夫妇 129

Part 3：Exercises 131

UNIT 16 宴会服务 133

Part 1：Lead-in Activities 134

Part 2：Working Scenes 136

Scenario 1：客人电话预订 136

Scenario 2：接受婚宴预订 137

Part 3：Exercises 139

练习参考答案 141