饭店服务英语PDF电子书下载

Unit One Hotel Basics 1

Situational Conversations 2

Conversation 1 The Sense of Service 3

Conversation 2 Choosing Your Hotel 4

Summary of the Useful Expressions 5

Classroom Activities 7

Reading 9

"Green"Hotels and"Green"Hotels Association 9

Exercises 11

Unit Two Room Reservation 14

Situational Conversations 15

Conversation 1 Making a Reservation 16

Conversation 2 Desired Room Being Fully Booked 16

Summary of the Useful Expressions 18

Classroom Activities 19

Reading 20

The Duties of Reservationists 21

Exercises 22

Unit Three　Bell Service 26

Situational Conversations 27

Conversation 1 Showing the Guests to Their Rooms 28

Conversation 2 Depositing Some Valuable Items 29

Summary of the Useful Expressions 29

Classroom Activities 31

Reading 34

The Duties of Doormen and Bellboys 34

Exercises 36

Unit Four Reception 40

Situational Conversations 41

Conversation 1 Checking in Guest with a Reservation 42

Conversation 2 Helping a Walk-in Guest 42

Summary of the Useful Expressions 43

Classroom Activities 45

Reading 47

The Duties of Receptionists and Reservation Clerks 48

Exercises 49

Unit Five Switchboard 53

Situational Conversations 54

Conversation 1 Receiving a Phone Call 54

Conversation 2 Explaining the Way to Make Phone Calls 55

Summary of the Useful Expressions 56

Classroom Activities 58

Reading 59

The Duties of Switchboard Operators 59

Exercises 61

Unit Six Information Service 65

Situational Conversations 66

Conversation 1 Asking the Way 67

Conversation 2 City Tour 67

Conversation 3 Leaving a Message 68

Summary of the Useful Expressions 69

Classroom Activities 70

Reading 72

The Duties of Hotel Desk Clerks 72

Exercises 74

Unit Seven Foreign Exchange and Cashier's 78

Situational Conversations 79

Conversation 1 Exchanging Money 80

Conversation 2 Changing Coins 80

Conversation 3 Checking Out 81

Summary of the Useful Expressions 81

Classroom Activities 83

Reading 85

What Does a Cashier Pay Attention to? 85

Exercises 87

Unit Eight Housekeeping(Ⅰ) 90

Situational Conversations 91

Conversation 1 Cleaning the Room 91

Conversation 2 Turn-down Service 92

Summary of the Useful Expressions 93

Classroom Activities 94

Reading 96

Housekeeping Department 97

Exercises 99

Unit Nine Housekeeping(Ⅱ) 102

Situational Conversationsv 103

Conversation 1 Laundry 103

Conversation 2 Room Service 104

Summary of the Useful Expressions 105

Classroom Activities 106

Reading 108

The Duties of Room Attendants 108

Exercises 111

Unit Ten Maintenance and Safety 114

Situational Conversations 115

Conversation 1 My Key Card Doesn't Work 115

Conversation 2 I Can't Stay Here Any Longer 116

Summary of the Useful Expressions 117

Classroom Activities 118

Reading 120

Hotel Safety Regulations Abroad 120

Exercises 122

Unit Eleven Restaurant Service 126

Situational Conversations 127

Conversation 1 Receiving Guests 128

Conversation 2 Taking Orders and Giving Advice 129

Summary of the Useful Expressions 130

Classroom Activities 131

Reading 133

The Duties of Waiters and Waitress 133

Exercises 135

Unit Twelve Bar Service 139

Situational Conversations 140

Conversation 1　On Duty 141

Conversation 2 Serving the Guest 141

Summary of the Useful Expressions 142

Classroom Activities 144

Reading 147

What Does It Take to Become a Good Bartender? 147

Exercises 149

Unit Thirteen Business Service 153

Situational Conversations 154

Conversation 1 Booking Air Tickets 155

Conversation 2 Copying and Typing 155

Summary of the Useful Expressions 156

Classroom Activities 157

Reading 160

Welcome to Business Services 160

Exercises 162

Unit Fourteen Shopping Arcade 165

Situational Conversations 166

Conversation 1 Choosing a Pearl Necklace 167

Conversation 2 At the Arts and Crafts Counter 168

Summary of the Useful Expressions 169

Classroom Activities 169

Reading 171

Main Duties of Shop Assistants 171

Exercises 173

Unit Fifteen Recreation and Fitness 177

Situational Conversations 178

Conversation 1 In the Night Club 179

Conversation 2 In the Fitness Centerv 179

Summary of the Useful Expressions 181

Classroom Activities 181

Reading 183

Job of the Fitness Worker 183

Exercises 185

Unit Sixteen Meeting Service 189

Situational Conversations 190

Conversation 1 Arranging a Conference 190

Conversation 2 Booking Facilities and Personnel 191

Summary of the Useful Expressions 192

Classroom Activities 193

Reading 195

How to Choose the Right Conference Call Service 195

Exercises 197

Appendix Terminology of Hotel Service 201

Reference 209