现代酒店服务英语PDF电子书下载

前台服务 3

服务技能1　入住登记 3

Service Conversation 1 You Are Our Guests 4

Service Conversation 2 Registering a Group That Has a Reservation 5

服务技能2　处理投诉和回应客人要求 11

Service Conversation 3 Our Housemaid Will Bring Them to Your Room Soon 11

Service Conversation 4 We Do Apologize for the Inconvenience 12

客房预订部服务 19

服务技能3 客房预订 19

Service Conversation 5 Accepting a Reservation 20

Service Conversation 6 Recommending Other Hotels 20

服务技能4 预订变更 26

Service Conversation 7 Changing a Reservation 26

Service Conversation 8 Canceling a Reservation for the Guest 27

礼宾部服务 35

服务技能5 行李服务 35

Service Conversation 9 Welcome to the Great Wall Hotel 36

Service Conversation 10 Is it Charged or Free 37

服务技能6 车辆预订服务 42

Service Conversation 11 Calling a Taxi at the Hotel Gate 42

Service Conversation 12 Car Reservation at the Concierge Desk 43

收银台服务 52

服务技能7 外币兑换 52

Service Conversation 13 Changing US Dollars into Chinese yuan 52

Service Conversation 14 Changing at the Airport Exchange Office 53

服务技能8 结账退宿 59

Service Conversation 15 Checking out in Cash 59

Service Conversation 16 Checking out by Credit Card 60

服务技能9 解决账单问题 66

Service Conversation 17 Explaining the Bill 66

Service Conversation 18 Here Is the Money You've Overpaid 67

总机服务 73

服务技能10 转接电话 73

Service Conversation 19 Outgoing Calls 73

Service Conversation 20 Incoming Calls 74

服务技能11 其他服务 79

Service Conversation 21 The Wake-up Call 79

Service Conversation 22 Leaving the Message 80

客房服务 88

服务技能12 客房服务 88

Service Conversation 23 May I do the Room Now 88

Service Conversation 24 What Time Would You Like Me to Come Back 89

服务技能13 客房送餐服务 94

Service Conversation 25 Your Order will Arrive in 15 Minutes 94

Service Conversation 26 Here is Your Chinese Breakfast 95

服务技能14 维修服务 100

Service Conversation 27 The Repairman will Come to Your Room Soon 100

Service Conversation 28 Repairing the Facilities in the Bathroom 101

餐厅服务 109

服务技能15 餐厅预订 109

Service Conversation 29 Reserving a Table on Valentine's Day 109

Service Conversation 30 Book a Table by the Window 110

服务技能16 餐厅迎客服务 117

Service Conversation 31 Arranging One Table for the Non-reserved Guest 117

Service Conversation 32 Arranging One Table for the Reserved Guest 118

服务技能17 点菜服务 122

Service Conversation 33 Can You Recommend Some Chinese Food 122

Service Conversation 34 The Chinese Cuisine is Divided into Eight Styles 123

服务技能18 上菜服务与席间服务 129

Service Conversation 35 Serving the Guest during the Meal 129

服务技能19 结账 132

Service Conversation 36 I Forgot to Bring my Wallet with me 132

Service Conversation 37 Do You Accept Credit Card 133

酒吧服务 141

服务技能20 常规服务 141

Service Conversation 38 Serving Drinks 141

服务技能21 处理投诉和醉酒客人 149

Service Conversation 39 I am not Happy with the Steak 149

Service Conversation 40 A Drunken Guest 150

商务中心服务（一） 158

服务技能22 文秘服务 158

Service Conversation 41 Having the Meeting Material Copied 158

Service Conversation 42 Typing of the Material 159

服务技能23 收发传真服务 166

Service Conversation 43 Receiving a Fax 166

Service Conversation 44 Sending a Fax 167

商务中心服务（二） 174

服务技能24 票务服务 174

Service Conversation 45 Booking Train-tickets 174

Service Conversation 46 Booking Air tickets 175

服务技能25 委托代办服务 182

Service Conversation 47 Renting Equipment 182

Service Conversation 48 Postal Expressing 183

康体中心服务 192

服务技能26 康体服务 192

Service Conversation 49 Serving Basketball 192

Service Conversation 50 Serving Bowling 194

服务技能27 洗浴服务 201

Service Conversation 51 Serving Sauna 201

Service Conversation 52 Serving Swimming 203

服务技能28 娱乐服务 211

Service Conversation 53 Serving Ballroom 211

Service Conversation 54 Serving Net Bar 213

会展中心服务 222

服务技能29 会议服务 222

Service Conversation 55 Reserving the Conference on the Phone 223

Service Conversation 56 Discussing the Service Details 224

服务技能30 展览服务 231

Service Conversation 57 Reserving an Exhibition 232

Service Conversation 58 We're in an Urgent Need of Your Help 233

商场部服务 239

服务技能31 为客人推荐商品 239

Service Conversation 59 Shopping at the Jewelry and Crafts Shop 239

Service Conversation 60 Shopping at the Textile and Knitwear Shop 240

服务技能32 展示商品供客人挑选 247

Service Conversation 61 Shopping at the Chinese Arts and Stationery Shop 247

Service Conversation 62 Shopping at the Chinese Tea Counter 248

其他服务 258

服务技能33 失物招领服务 258

Service Conversation 63 Don't Worry,Sir 258

Service Conversation 64 Claiming My Ring 259

服务技能34 寄存服务 264

Service Conversation 65 Luggage Depositing 264

Service Conversation 66 Safety-Deposit Box 265

服务技能35 旅游信息服务 269

Service Conversation 67 Showing the Way 269

Service Conversation 68 Booking a Tour 270

服务技能36 托婴服务 275

Service Conversation 69 Baby-sitting Service 275

练习答案 279

参考文献 302