Workshop One English for Front Office 3
Unit 1 Room Reservation 3
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 3
Learning Objectives 3
Key Points in the Unit 3
Part Two Simulation Training 4
Technical Terms 4
Sentence Patterns 4
Sample Dialogues 6
Dialogue 1 Receiving a Reservation（Basic Procedures） 6
Dialogue 2 AGroup Reservation 7
Dialogue 3 We Are Fully Booked 7
Classroom Activities 8
Part Three Extended Reading 10
Advance Reservations 10
Part Four Exercises 11
Unit 2 Reception 13
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 13
Learning Objectives 13
Key Points in the Unit 13
Part Two Simulation Training 14
Technical Terms 14
Sentence Patterns 14
Sample Dialogues 16
Dialogue 1 A Guest with Advance Reservation Checks in 16
Dialogue 2 Registering a Tour Group 17
Dialogue 3 Receiving a Walk-in Guest 18
Classroom Activities 19
Part Three Extended Reading 22
What Should Hotel Receptionist Do? 22
Part Four Exercises 22
Unit 3 Bell Service 25
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 25
Learning Objectives 25
Key Points in the Unit 25
Part Two Simulation Training 26
Technical Terms 26
Sentence Patterns 26
Sample Dialogues 28
Dialogue 1 Receiving a Guest ＆ Bringing Him to His Room 28
Dialogue 2 Running Errands for Guests 29
Dialogue 3 Getting down the Luggage before the Guests Check out 29
Dialogue 4 Hiring a Taxi 30
Classroom Activities 30
Part Three Extended Reading 32
The Front Desk Employees 32
Part Four Exercises 33
Unit 4 Money Exchange 36
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 36
Learning Objectives 36
Key Points in the Unit 36
Part Two Simulation Training 37
Technical Terms 37
Sentence Patterns 37
Sample Dialogues 38
Dialogue 1 Normal Transaction 38
Dialogue 2 The Night Change Limits 39
Dialogue 3 A Guest Wants to Change Traveler's Checks 39
Classroom Activities 39
Part Three Extended Reading 41
The Accounting Department 41
Part Four Exercises 42
Unit 5 Telephone Operator 44
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 44
Learning Objectives 44
Key Points in the Unit 44
Part Two Simulation Training 45
Technical Terms 45
Sentence Patterns 45
Sample Dialogues 47
Dialogue 1 An Overseas Call 47
Dialogue 2 Morning Call 48
Dialogue 3 Taking a Message 48
Classroom Activities 49
Part Three Extended Reading 50
Telephone Calls 50
Part Four Exercises 52
Unit 6 Information 55
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 55
Learning Objectives 55
Key Points in the Unit 55
Part Two Simulation Training 56
Technical Terms 56
Sentence Patterns 56
Sample Dialogues 57
Dialogue 1 Inquiring about Telephone Fee 57
Dialogue 2 Giving Information 57
Dialogue 3 Posting a Letter 58
Classroom Activities 59
Part Three Extended Reading 60
Ways of Categorizing Hotels 60
Part Four Exercises 61
Unit 7 Complaints 63
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 63
Learning Objectives 63
Key Points in the Unit 63
Part Two Simulation Training 64
Technical Terms 64
Sentence Patterns 64
Sample Dialogues 67
Dialogue 1 Misunderstandings at the Front Desk 67
Dialogue 2 All Is a Mess 67
Dialogue 3 Changing a Room 68
Dialogue 4 Missing 68
Classroom Activities 69
Part Three Extended Reading 70
How to Deal with Complaints? 70
Part Four Exercises 71
Unit 8 Paying the Bill and Checking out 74
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 74
Learning Objectives 74
Key Points in the Unit 74
Part Two Simulation Training 75
Technical Terms 75
Sentence Patterns 75
Sample Dialogues 77
Dialogue 1 Paying by Credit Card 77
Dialogue 2 Paying Cash in U.S.Dollars 77
Dialogue 3 Checking out 78
Classroom Activities 79
Part Three Extended Reading 80
What Does a Cashier Pay Attention to? 80
Part Four Exercises 81
Workshop Two English for Housekeeping Department 87
Unit 9 Room Cleaning 87
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 87
Learning Objectives 87
Key Points in the Unit 87
Part Two Simulation Training 88
Technical Terms 88
Sentence Patterns 88
Sample Dialogues 89
Dialogue 1 Housekeeping（Basic Procedures） 89
Dialogue 2 Being Asked to Clean the Room Earlier 90
Dialogue 3 Turn-down Service 90
Classroom Activities 91
Part Three Extended Reading 92
Housekeeping Department 92
Part Four Exercises 93
Unit 10 Guests'Requests 96
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 96
Learning Objectives 96
Key Points in the Unit 96
Part Two Simulation Training 97
Technical Terms 97
Sentence Patterns 97
Sample Dialogues 98
Dialogue 1 Baby-sitting Service 98
Dialogue 2 Asking for an Extra Bed 99
Dialogue 3 Borrowing Something 99
Classroom Activities 99
Part Three Extended Reading 100
Some Other Hotel Service 100
Part Four Exercises 101
Unit 11 Laundry and Valet Service 104
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 104
Learning Objectives 104
Key Points in the Unit 104
Part Two Simulation Training 105
Technical Terms 105
Sentence Patterns 105
Sample Dialogues 108
Dialogue 1 Taking Laundry 108
Dialogue 2 Express Laundry Service 108
Dialogue 3 Damage Problems 109
Dialogue 4 Delivering Laundry by Mistake 109
Classroom Activities 110
Part Three Extended Reading 111
What Do Customers Really Want? 111
Part Four Exercises 113
Unit 12 Room Service 116
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 116
Learning Objectives 116
Key Points in the Unit 116
Part Two Simulation Training 117
Technical Terms 117
Sentence Patterns 117
Sample Dialogues 118
Dialogue 1 The Procedure of Room Service 118
Dialogue 2 Ordering Breakfast 119
Classroom Activities 119
Part Three Extended Reading 120
How to Meet Guests'Needs? 120
Part Four Exercises 121
Unit 13 Lost and Found 124
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 124
Learning Objectives 124
Key Points in the Unit 124
Part Two Simulation Training 125
Technical Terms 125
Sentence Patterns 125
Sample Dialogues 126
Dialogue 1 My Camera Is Missing 126
Dialogue 2 Mailing the Lost Property to Its Owner 127
Classroom Activities 127
Part Three Extended Reading 129
Hotel Services 129
Part Four Exercises 131
Unit 14 Damage and Compensation 133
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 133
Learning Objectives 133
Key Points in the Unit 133
Part Two Simulation Training 134
Technical Terms 134
Sentence Patterns 134
Sample Dialogues 134
Dialogue 1 Damage 134
Dialogue 2 Compensation 135
Classroom Activities 135
Part Three Extended Reading 136
Promotion 136
Part Four Exercises 137
Unit 15 Problems and Maintenance 140
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 140
Learning Objectives 140
Key Points in the Unit 140
Part Two Simulation Training 141
Technical Terms 141
Sentence Patterns 141
Sample Dialogues 142
Dialogue 1 Television Problems 142
Dialogue 2 The Smoke DetectorIs Flashing 142
Dialogue 3 There Is Something Wrong with the Toilet 142
Dialogue 4 People Next Door Are Very Noisy 143
Dialogue 5 The Light Is Too Dim 143
Dialogue 6 The Air Conditioner Problems 144
Classroom Activities 144
Part Three Extended Reading 145
Engineering 145
Part Four Exercises 146
Workshop Three English for Food and Beverage Department 151
Unit 16 Table Reservation 151
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 151
Learning Objectives 151
Key Points in the Unit 151
Part Two Simulation Training 152
Technical Terms 152
Sentence Patterns 152
Sample Dialogues 153
Dialogue 1 Accepting a Reservation 153
Dialogue 2 Requests Unable to Be Satisfied 154
Classroom Activities 154
Part Three Extended Reading 155
Food and Beverage Department 155
Part Four Exercises 156
Unit 17 Receiving Diners 159
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 159
Learning Objectives 159
Key Points in the Unit 159
Part Two Simulation Training 160
Technical Terms 160
Sentence Patterns 160
Sample Dialogues 161
Dialogue 1 Seating Guests 161
Dialogue 2 There Isn't a Table 162
Dialogue 3 Seating Walk-in Guests 162
Classroom Activities 163
Part Three Extended Reading 164
Restaurants Categorized by Services 164
Part Four Exercises 165
Unit 18 Taking Orders and Recommendations 168
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 168
Learning Objectives 168
Key Points in the Unit 168
Part Two Simulation Training 169
Technical Terms 169
Sentence Patterns 169
Sample Dialogues 170
Dialogue 1 WhatWouldYouLike to Order? 170
Dialogue 2 Recommendation 171
Classroom Activities 172
Part Three Extended Reading 173
Special Cuisine 173
Part Four Exercises 174
Unit 19 Chinese Food Restaurant 177
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 177
Learning Objectives 177
Key Points in the Unit 177
Part Two Simulation Training 178
Technical Terms 178
Sentence Patterns 178
Sample Dialogues 179
Dialogue 1 A Chinese Breakfast 179
Dialogue 2 Introducing Chinese Food 179
Dialogue 3 Ordering a Chinese Dinner 180
Dialogue 4 A Special Meal 181
Classroom Activities 182
Part Three Extended Reading 183
Local Cuisine 183
Part Four Exercises 185
Unit 20 Western Food Restaurant 188
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 188
Learning Objectives 188
Key Points in the Unit 188
Part Two Simulation Training 189
Technical Terms 189
Sentence Patterns 189
Sample Dialogues 190
Dialogue 1 Having the Continental Breakfast 190
Dialogue 2 At the Western Restaurant 190
Dialogue 3 Western Food 191
Classroom Activities 192
Part Three Extended Reading 193
Meals 193
Part Four Exercises 194
Unit 21 Buffet and Coffee Shop 197
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 197
Learning Objectives 197
Key Points in the Unit 197
Part Two Simulation Training 198
Technical Terms 198
Sentence Patterns 198
Sample Dialogues 199
Dialogue 1 Buffet 199
Dialogue 2 At Coffee Shop 199
Dialogue 3 Coffee Break 200
Classroom Activities 200
Part Three Extended Reading 201
Table Manners 201
Part Four Exercises 202
Unit 22 Complaints 204
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 204
Learning Objectives 204
Key Points in the Unit 204
Part Two Simulation Training 205
Technical Terms 205
Sentence Patterns 205
Sample Dialogues 206
Dialogue 1 Complaints about Food（Ⅰ） 206
Dialogue 2 Complaints about Food（Ⅱ） 206
Dialogue 3 Complaints about Service（Ⅰ） 207
Dialogue 4 Complaints about Service（Ⅱ） 208
Classroom Activities 208
Part Three Extended Reading 209
Learn to Be Good at Conversation 209
Part Four Exercises 211
Unit 23 Payment 213
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 213
Learning Objectives 213
Key Points in the Unit 213
Part Two Simulation Training 214
Sentence Patterns 214
Sample Dialogues 214
Dialogue 1 By Credit Card 214
Dialogue 2 By Traveler's Checks 215
Classroom Activities 215
Part Three Extended Reading 216
Personnel Structure in the Food Service Industry 216
Part Four Exercises 217
Unit 24 Beverage Service 219
Part One Key Points for Teaching,Learning ＆ Assessment in the Unit 219
Learning Objectives 219
Key Points in the Unit 219
Part Two Simulation Training 220
Technical Terms 220
Sentence Patterns 220
Sample Dialogues 221
Dialogue 1 At a Restaurant 221
Dialogue 2 Chatting in the Bar 221
Dialogue 3 At the Bar 222
Classroom Activities 223
Part Three Extended Reading 224
Beverage Service 224
Part Four Exercises 225
Workshop Four English for Other Departments 231
Unit 25 Sample Dialogues for Other Departments 231
Dialogue 1 Health Club 231
Dialogue 2 Business Centre 231
Dialogue 3 Post Office 232
Dialogue 4 Shopping 232
Dialogue 5 BeautyParlor 233
Appendix Commonly Used Words and Terms in Hotels 234
Reference 259