饭店酒店管理专业英语实用教程PDF电子书下载

目录 1

Unit 1 1

Dialogue Samples A Long-Distance Call Reservation 1

A Group Reservation 2

Requests Unable to Be Satisfied 2

Useful Expressions 3

Situational Dialogues 5

Text A Room Reservation 6

New Words 7

Notes 11

Phrases 11

Exercises 12

Text B Internet-based Reservation 15

New Words 18

Phrases 20

Abbreviations 20

Exercises 20

Unit 2 22

Dialogue Samples Registering a Guest Who Has a Reservation 22

Tour Group Check-in 23

Receiving a Walk-in Guest 23

Useful Expressions 24

Text A Accommodation Ratings 27

Situational Dialogues 27

New Words 30

Phrases 32

Abbreviations 33

Notes 33

Exercises 34

Text B Room Categories,Views and Bedding Types 37

New Words 39

Phrases 41

Exercises 42

Dialogue Samples Making an International Call 43

Unit 3 43

Making a Morning Call 44

Making a House Phone Call 44

Useful Expressions 45

Situational Dialogues 48

Text A Telephone Calls 49

New Words 51

Phrases 54

Abbreviations 54

Notes 54

Exercises 56

Text B Mobile Phone 59

New Words 62

Phrases 63

Abbreviations 64

Exercises 64

Unit 4 66

Dialogue Samples Handling a Complaint About Chamber Service 66

Handling a Complaint About Lost Articles 67

Handling a Complaint About Noise 67

Useful Expressions 68

Situational Dialogues 71

Text A Reduce Your Customers'Complaints 71

New Words 73

Phrases 74

Notes 75

Exercises 76

Text B Complaints 79

New Words 81

Phrases 83

Abbreviations 83

Exercises 83

Unit 5 85

Dialogue Samples Checking out by Credit Card 85

Checking out in Cash 86

Checking out by Company 86

Useful Expressions 87

Text A Front Office Accounting(1) 91

Situational Dialogues 91

New Words 94

Phrases 95

Abbreviations 96

Notes 96

Exercises 97

Text B Front Office Accounting(2) 100

New Words 103

Phrases 105

Abbreviations 105

Exercises 105

Dialogue Samples Offering In-room Service 107

Unit 6 107

Making Up the Room 108

Turn-down Service 108

Useful Expressions 109

Situational Dialogues 111

Text A Hotels Housekeeping,Staff Scheduling 112

New Words 115

Phrases 116

Abbreviations 117

Notes 117

Exercises 118

Text B Housekeeping Department 121

New Words 126

Phrases 127

Abbreviations 127

Exercises 127

Unit 7 129

Dialogue Samples Standard Laundry Service 129

Express Laundry Service 129

Damage Problem 130

Useful Expressions 131

Situational Dialogues 133

Text A Develop the Hotel Laundry Service Further 134

New Words 136

Phrases 137

Notes 137

Exercises 138

Text B Hotel Laundry Service Can Deliver a Mixed Bag of Messages 142

New Words 144

Phrases 145

Exercises 145

Unit 8 147

Dialogue Samples Room Service 147

Baby-sitting Service 148

Useful Expressions 149

Maintenance 149

Situational Dialogues 152

Text A Room Service or Food Delivery 153

New Words 155

Phrases 157

Notes 157

Exercises 158

Text B Classification ofHotel Operation 161

New Words 163

Phrases 164

Exercises 165

A Table for Three 166

Unit 9 166

Dialogue Samples A Reservation for a Party of Eight 166

Requests Unable to Be Satisfied 167

Useful Expressions 168

Situational Dialogues 169

Text A Chinese Cuisine 169

New Words 171

Phrases 173

Notes 174

Exercises 175

Text B Etiquette Tips and Pitfalls 177

New Words 179

Phrases 181

Exercises 182

Unit 10 183

Dialogue Samples Taking Orders 183

Ordering Steak 184

Ordering Dessert 184

Useful Expressions 185

Situational Dialogues 187

Text A French Cuisine 187

New Words 190

Phrases 192

Notes 193

Exercises 194

Text B Japanese Cuisine 196

New Words 198

Phrases 199

Exercises 199

Unit 11 201

Dialogue Samples Paying in Cash 201

Paying with Credit Card 201

Handling a Complaint about a Wrong Bill 202

Useful Expressions 202

Situational Dialogues 205

Text A Credit Cards 205

New Words 208

Phrases 210

Abbreviations 211

Notes 211

Exercises 213

Text B Different Types of Credit and Debit Cards 215

New Words 218

Phrases 218

Exercises 219

Unit 12 220

Dialogue Samples Asking About the Recreation and Fitness Center 220

At the Bowling Room 221

At the Indoor Swimming Pool 221

Useful Expressions 222

Situational Dialogues 225

Text A Fitness Center 225

New Words 228

Phrases 231

Notes 231

Exercises 232

Text B Choosing Exercise for Better Health 235

New Words 238

Phrases 240

Exercises 240

附录 参考答案 241