饭店服务英语PDF电子书下载

Part One An Introduction to Hotels 1

Part Two Hotel Services 9

Chapter 1 Front Office and Its Sections 9

Unit 1 Front Office Department 9

Unit 2 Room Reservation 16

Unit 3 Bell and Concierge Service 23

Unit 4 Check-in Service 30

Unit 5 Cashier'S Service 37

Unit 6 Check-out 43

Chapter 2 Housekeeping 49

Unit 1 About Housekeeping 49

Unit 2 Regular Services 56

Unit 3 Showing the Room 62

Unit 4 Cleaning the Room 68

Unit 5 Laundry Service 73

Unit 6 Room Service 79

Unit 7 Personalized Service 84

Unit 8 Emergency 90

Chapter 3 Food ＆ Beverage 96

Unit 1 About Food ＆ Beverage Services 96

Unit 2 Taking Table Reservations 103

Unit 3 Greeting the Guests 109

Unit 4 Taking Orders 116

Unit 5 Serving Dishes 120

Unit 6 Bar Service 125

Unit 7 Paying the Bill 131

Chapter 4 Health and Recreation Club 136

Unit 1 About the Health ＆ Recreation Club 136

Unit 2 Swimming,Golf,and Karaoke Service 142

Chapter 5 Business Center 148

Unit 1 Secretarial Services 148

Unit 2 Providing Information 154

Unit 3 Convention Services 160

Unit 4 Ticket Services 166

Chapter 6 Other Services 173

Unit 1 Shopping 173

Unit 2 Telephone 180

Unit 3 At the Cloakroom 185

Unit 4 Dealing with Complaints 190

Part Three Appendices 197

Appendix Ⅰ Names of Hotel Departments 197

Appendix Ⅱ Positions in Hotel Departments 198

Appendix Ⅲ Room Tariff Sample 204

Appendix Ⅳ Commonly Used Words in Restaurant 206

Appendix Ⅴ Name,Symbol or Abbreviation of Common Currencies 222

Appendix Ⅵ Commonly Used Expressions in Beauty Parlors 225

Appendix Ⅶ World Time ＆ Beijing Time 228

Appendix Ⅷ Public Notice in English 236

Appendix Ⅸ World Airlines 252

Appendix Ⅸ Domestic Airlines 253

Appendix Ⅺ Traditional Festivals 254

Appendix Ⅻ Expressions for Hotel Introduction 256

参考文献 258