PART Ⅰ THE FRONT OFFICE 前厅 1
INTRODUOTION (导言)：The Manager s Remarks(经理的话) 1
UNIT 1 Room Reservations(预订客户) 6
1-1 A Long Distance Call Reservation(长途电话预订) 6
1-2 A Group Reservation(团体预订) 7
1-3 A Local Call Reservation(市内电话预订) 8
Stucture Study:will be+doing sth.(将来进行时) 11
Function Study:Connecting Telephone Calls(电话接线) 12
Exercises(练习) 14
UNIT2 At the Reception Desk(接待处) 20
2-1 At the Entrance (门口) 20
2-2 The Registration (登记) 21
2-3 Receiving a Walk-in Guest (接待过路客人) 21
Structure Study: to be going to do sth.(一般将来时) 24
Function Study: Greetings and Getting Acquainted (招呼与结识) 25
Exercises(练习) 27
UNIT3 The Bellman (应接服务员) 31
3-1 Carrying Baggage (搬运行李) 31
3-2 Introducing Hotel Services (介绍宾馆服务) 32
3-3 Ticket-booking Service (订票) 33
Structure Study: Let me…Please don t…(祈使句)How…!What a …!(感叹句) 37
Function Study: Offering Help (提供帮助) 38
Exercises (练习) 39
UNIT4 At the Information Desk (问讯处) 43
4-1 Mail Service (邮寄服务) 43
4-2 Introducing Some Scenic Spots (介绍景点) 44
4-3 Showing the Way (指路) 45
Structure Study: Have you … yet？(现在完成时) 49
Function Study: Showing the Directions (指路) 50
Exercises (练习) 51
UNIT5 The Cashier(出纳员) 56
5-1 Foreign Currency Exchange (兑换外币) 56
5-2 Checking Out (结帐) 57
5-3 Mis-Calculation (计帐出错) 58
Structure Study: We hope that…(宾语从句) 61
Function Study: Bidding Farewell (送别) 62
Exercises (练习) 63
UNIT6 Settling Gnests Oomplaints (处理投诉) 67
6-1 Changing a Room (换房) 67
6-2 At the Lost and Found Desk (失物招领处) 68
6-3 Charging More (加收房费) 68
Structure Study: He said (that)he … He told me(that)he…(间接引语) 72
Function Study: Answering Complaints (回答投诉) 73
Exercises (练习) 74
CONSOLIDATION(复习) 78
RAET Ⅱ THE HOUSEKEEPING DEPARTMENT 房务部 85
INTRODUCTION (导言)：The Manager s Remarks (经理的话) 85
UNIT 1 Guiding the Guests to Their Rooms(引客进房) 90
1-1 Recognizing the Guests (迎接新客) 90
1-2 About the Room Facilities (介绍房间设施) 91
1-3 About the Hotel Services (介绍服务项目) 92
Structure Study: more … than / the most…(形容词和副词的比较级和最高级) 96
Function Study: Imparting and Reporting Factual Information (陈述和转述事实) 98
Exercises (练习) 99
UNIT2 Chamber Service (客房服务) 103
2-1 Making Up the Room (收拾房间) 103
2-2 The Turn-down Service (做晚床) 104
2-3 Repairing the TV Set (修理电视机) 106
Structure Study: to have it done (使役动词) 108
Function Study: Promising (许诺) 109
Exercises (练习) 110
UNIT3 Special Services (特别服务) 113
3-1 Buying Things on Request (代客人购物) 113
3-2 About Room Service (客房用餐服务) 114
3-3 At Tea Time (茶点时间) 115
Structure Study:…or…？(选择问句) 117
Function Study: Expressing ？Responding to Gratitude(表示和回答感谢) 118
Exercises (练习) 119
UNIT4 Laundry Service (洗衣服务) 122
4-1 Explaining How to Get the Service (介绍洗衣服务) 122
4-2 Suggesting the Express Service (建议快洗服务) 123
4-3 “Honesty Is the Best Policy”(诚实至上) 124
Structure Study: be+done (被动语态) 127
Function Study: Expressing Obligation (责任) 128
Exercises 练习 129
UNIT5 Miscellaneous Services (多项服务) 132
5-1 Providing Something Extra on Request (提供额外用品) 132
5-2 About Baby-Sitting Service (托婴服务) 133
5-3 Dealing with Emergency (处理紧急情况) 134
Structure Study: It s…for sb.to do sth.(先行词it)It s…that (who,whom)…(强调型句型中的it) 137
Function Study: Sympathizing (同情) 138
Exercises (练习) 139
UNIT6 Wake-up Call Service (唤醒服务) 141
6-1 Explaining Time Differences (解释时差) 141
6-2 A Morning Call (叫早电话) 142
6-3 Leaving the Hotel (离店) 143
Structure Study: You re…，aren t you？(反意问句) 147
Function Study: Giving Explanation (解释) 148
Exercises (练习) 148
CONSOLIDATION (复习) 152
INTRODUOTION (导言)：The Manager s Remarks (经理的话) 157
PARTⅢ FOOD AND BEVERAGE DEPARTMENT 餐饮部 157
UNIT1 At the Bar (酒吧) 163
1-1 Shanghai Cocktail (上海鸡尾酒) 163
1-2 Chinese and Foreign Wines (中外酒类) 165
1-3 Passing on a Message (传递口信) 165
Structure Study: …What to do (不定式) 168
Function Study: Stating Preference (抉择) 169
Exercises (练习) 170
UNIT2 Seating the Diners (顾客就座) 173
2-1 Receiving the Diners (接待顾客) 173
2-2 A Reservation Call (订餐电话) 174
2-3 When the Restaurant Is Full (餐厅客满时) 175
Structure Study: may,might,could,can t,must have done (情态动词) 178
Exercises (练习) 179
Function Study: Asking for Repetition (请求复述) 179
UNIT3 Taking Orders (点菜) 183
3-1 Helping to Order Dishes (帮助点菜) 183
3-2 Chinese Food (中国菜) 184
3-3 Wine Orders (点酒) 185
Structure Study: who,whom,whose,which,that,when,where (定语从句) 188
Function Study: Making Suggestions (建议) 189
Exercises (练习) 190
UNIT4 Serving Dishes (上菜) 196
4-1 Misserving (上错菜) 196
4-2 Normal Service for a Chinese Banquet (中式宴会的正规服务) 197
4-3 Offering Room Service (提供客房内用餐服务) 198
Structure Study: if…(真实条件从句和非真实条件从句) 201
Function Study: Apologizing (道歉) 202
Exercises (练习) 203
UNIT5 Birthday Party (生日晚会) 206
5-1 Going to a Chinese Birthday Party (参加中式生日宴会) 206
5-2 The Longevity Noodles (长寿面) 207
5-3 Birthday Cake (生日蛋糕) 208
Structure Study: what … is …(what从句) 211
Function Study:Expressing Wishes and Congratu-lations (祝愿和庆贺) 212
Exercises (练习) 213
UNIT 6 Way of Paying (付款方式) 217
6-1 Signing the Bill (签帐单) 217
6-2 Paying with the Credit Card (用信用卡来付帐) 218
6-3 How to Pay for a Dinner Party of 200 People (200人宴会如何结算) 219
Structure Study: V-ing (动名词和现在分词) 222
Function Study: Asking for Opinions (征求意见) 223
Exercises (练习) 224
CONSOLIDATION (复习) 225
PART Ⅳ SHOPPING ARCADE 商场部 235
INTRODUCTION (导言)：The Manager s Remarks(经理的话) 235
UNIT1 At the Tourist Souvenirs Department (在旅游纪念品部) 240
1-1 Greeting Customers (招呼顾客) 240
1-2 Recommending a Toy (推荐玩具) 241
1-3 Testing the Quality (检测质量) 242
Structure Study: V-ed (过去分词) 245
Function Study: Recommending (推荐) 246
Exercises (练习) 248
UNIT2 At the Textile and Knitwear Department (在纺织品部) 255
2-1 Talking about Fashion (谈论时装款式) 255
2-2 Choosing Colorful Silk Fabrics (挑选彩色丝绸面料) 256
2-3 “The Great Wall Is Very Close to me.”(长城与我很贴近) 257
Structure Study: will have done (将来完成时) 261
Function Study: Making Business Appointment (业务约会) 262
Exercises (练习) 263
UNIT3 At the Arts and Orafts Department (在工艺品部) 269
3-1 Correcting Errors (纠正错误) 269
3-2 Holding One-Price Policy (坚持货无二价方针) 270
3-3 Cooling Off a Persistent Guest (摆脱客人纠缠) 271
Structure Study: Parenthesis (插入语) 275
Function Study: Declining (谢绝) 277
Exercises (练习) 278
UNIT4 Pharmacy Foodstuff (药品和食品) 284
4-1 Persuading the Customer to Buy (说服客人买东西) 284
4-2 Handling Dificult Situations (应付困难局面) 285
4-3 Wrapping the Goods (包装货物) 286
Strueture Study: Ellipsis (省略) 289
Function Study: Stating Cautions and Prohibitions (告诫和禁止) 291
Exercises (练习) 292
UNIT5 Chinese Seal Outting,Paintings and Stationery (刻印、绘画和文具) 297
5-1 Making a Symbol of Love (爱的象征) 297
5-2 Bringing Up a Better Understanding of Chinese Culture (深入了解中国文化) 299
5-3 Ancient Culture and New Skills (古文化与新手艺) 300
Structure Study: Inversion (倒装) 303
Function Study: Expressing Possibility (表达可能性) 305
Exercises (练习) 306
UNIT6 At the Cashier s Desk,otc.(在帐台等) 311
6-1 Talking about Sizes (谈论尺码) 311
6-2 Showng by Comparison (货比货) 312
6-3 At the Cashier s Desk (在帐台) 314
Structure Study: Prepositions (介词) 318
Function Study: Hesitating (犹豫) 322
Exercises (练习) 323
CONSOLIDATION (复习) 330
PART Ⅴ ENGLISH FOR HOTERL MANAGEMENT 饭店管理英语 339
INTRODUOTION (导言)：The General Manager s Remarks (总经理的话) 339
UNIT1 Hosting Guests (招待宾客) 343
1-1 General Manager s Welcoming Speech(总经理的欢迎辞) 343
1-2 Congratulating a Guest on Her Birthday (祝贺客人生日) 344
1-3 PR Manager s Farewell Speech (公关部经理的告别辞) 345
Structure Study: “could” and“would” 348
Function Study: Representing Someone or a Group(代表个人或团体) 349
Exercises (练习) 350
UNIT2 Sales Promotion (推销) 355
2-1 Malking an Appointment (约会) 355
2-2 Talking about Hotel Reservations (洽谈饭店预订事宜) 356
2-3 Negotiating on Terms (谈判价格) 358
Structure Study: “have to”and “must” 362
Function Study: Negotiating (谈判) 363
Exercises (练习) 364
UNIT3 Public Relations (公共关系) 371
3-1 Arranging for a Convention (安排会议) 371
3-2 Offering Special Services (提供特别服务) 373
3-3 Seliciting Comments and Suggestions (收集意见和建议) 375
Structure Study: Non-Finite Verbs(非谓语动词) 379
Function Study: Introducing People (社交介绍) 381
Exercises (练习) 382
UNIT4 Settling Complaints (解决投诉) 387
4-1 Dealing with a Difficult Guest (与执拗的客人打交道) 387
4-2 Handling a Complaint about Restaurant Ser-vice (处理对餐厅服务的投诉) 388
4-3 Handling a Complaint about Room Reserva-tion(处理对客房预定的投诉) 389
Structure Study；Have Someone Do Something (让某人做某事) 393
Function Study: Giving Explanations in Settling Complaints (解决投诉时应作解释) 393
Exercises (练习) 394
UNIT5 Do？ling with Special Problems (应付特殊问题) 400
5-1 Claiming for Damage and Loss (索赔) 400
5-2 Discovering a Forged Bank Note (发现伪钞) 401
5-3 Dealing with Violation of Hotel Regulations (处理违反饭店规章的条件) 402
Structure Study: Subordinate Clauses (从句小结) 405
Function Study:Politely Negating (委婉的否定和反对) 407
Exercises (练习) 408
UNIT6 Interview and Orientation (面试和迎新培训) 413
6-1 Interview (面试) 413
6-2 Security (安全保卫) 414
6-3 Orientation (迎新培训) 415
Structure Study: The Use of Definite Article “the”(定冠词“the”的用法) 419
Function Study: Politely Asking for Information or Consent (有礼貌地询问情况或征得同意) 421
Exercises (练习) 422
CONSOLIDATION (复习) 427
2. For Hotel Staff (饭店员工用) 433
APPENDIXⅠ ELEMENTARY ENGLISH FOR HOTEL STAFF AND MANAGEMENT (饭店员工、干部用基础英语) 435
1. Courtesy English (通用礼貌英语) 435
3. For Hotel Management (饭店干部用) 440
4. For Hotel Shops (商场员工用) 441
APPENDIX Ⅱ USEFUL WORDS AND EXPRESSIONS FOR HOTERL SERVIOES (饭店服务常用词语) 443
1. At the Beauty Center (在美容中心) 443
2. At the Fitress Center (在健身中心) 444
3. Common Abbroviations for Hotel Business Terminology (饭店业通用缩略语) 445
APPENDIX Ⅲ MENUS OF OHINESE AND WESTERN CUISINES (中西菜谱举例) 447
1. Guangdong Cuisine (粤菜) 447
2. Sichuan Cuisine (川菜) 447
3. French Cuisine (法国菜) 448
4. Japanese Cuisine (日本菜) 448
APPENDIX Ⅳ HOTEL ORGANIZATION OHART (饭店机构表) 449