Unit 1 饭店概述 1
Part Ⅰ 听力练习 1
Hotel's Definition and Classification 1
Part Ⅱ 场景会话 2
Dialogue 1 An Intern Interview 2
Dialogue 2 ADiscussion on Hotel Internship 3
Part Ⅲ 实操训练 6
A．How to Write a Hotel Job Application Letter 6
B．Practice:Job Application Letter 7
Part Ⅳ 知识链接 7
Sharing Economy and New Accommodation Types:AirBnb and CouchSurfing 7
Unit 2 预订部 10
Part Ⅰ 听力练习 11
The Role of Reservation Department 11
Part Ⅱ 场景会话 12
Dialogue 1 Reservation Call 12
Dialogue 2 Face to Face Reservation 13
Dialogue 3 Group Reservation Call 14
Part Ⅲ 实操训练 17
A．What Is SOP? 17
B．Translation 18
Part Ⅳ 知识链接 19
Overbooking Management and Yield Management 19
Unit 3 前厅部Ⅰ 21
Part Ⅰ 听力练习 22
The Functions of Front Office Department 22
Part Ⅱ 场景会话 23
Dialogue 1 Walk-in Guest 23
Dialogue 2 AGuestwith Reservation 24
Part Ⅲ 实操训练 27
A．Memo Writing 27
B．Practice:Write a Memo 28
Part Ⅳ 知识链接 29
Hotels ExpandMobile Check-in Options 29
Unit 4 前厅部Ⅱ 31
Part Ⅰ 听力练习 32
Concierge Service 32
Part Ⅱ 场景会话 33
Dialogue 1 Concierge Service—Sightseeing Advice 33
Dialogue 2 Concierge Service—Getting Concert Tickets 34
Dialogue 3 Bell Service 35
Dialogue 4 Ordering a Taxi 36
Part Ⅲ 实操训练 37
A．Bell Service SOP 37
B．Practice:Bell Service Conversation 38
PartⅣ 知识链接 39
UsingYour Smartphone asYourHotel RoomKey 39
Unit 5 前厅部Ⅲ 41
Part Ⅰ 听力练习 42
Financial Control at the Hotel 42
Part Ⅱ 场景会话 43
Dialogue 1 Book a Taxi 43
Dialogue 2 Store the Luggage 43
Dialogue 3 Cancel the Reservation 44
Dialogue 4 Check Out and Get to the Airport 45
Part Ⅲ 实操训练 46
A．Internal Email Writing 46
B．Practice:A Work Email 49
Part Ⅳ 知识链接 50
How Electronic Payment Works 50
Unit 6 客房部Ⅰ 52
Part Ⅰ 听力练习 53
Housekeeping Department's Role 53
Part Ⅱ 场景会话 54
Dialogue 1 Room Cleaning Service 54
Dialogue 2 Turn-down Service 55
Dialogue 3 Laundry Service 1 56
Dialogue 4 Laundry Service 2 57
Part Ⅲ 实操训练 57
A．Turn-down Service 57
B．Translation 59
Part Ⅳ 知识链接 60
Boutique Hotel 60
Unit 7 客房部Ⅱ 63
Part Ⅰ 听力练习 64
Housekeeping Services 64
Part Ⅱ 场景会话 65
Dialogue 1 Mini-bar Refill 65
Dialogue 2 Wi-FiAccess 66
Dialogue 3 Lost and Found 67
Dialogue 4 Openthe RoomDoor 67
Part Ⅲ 实操训练 68
A．Customer Email Writing 68
B．Practice:Costumer Email 71
Part Ⅳ 知识链接 71
Green Hotel Practice 71
Unit 8 客房部Ⅲ 74
Part Ⅰ 听力练习 74
Housekeeping Department Staff Duties 74
Part Ⅱ 场景会话 76
Dialogue 1 Medical Emergency 76
Dialogue 2 ComplaintAbout Laundry Service 77
Dialogue 3 Wake-up Call 78
Dialogue 4 Send-off Guest 78
Part Ⅲ 实操训练 79
A．Hotel Performance Indexes 79
B．Translation 80
Par tⅣ 知识链接 80
Budget Hotel 80
Unit 9 餐饮部Ⅰ 83
Part Ⅰ 听力练习 84
Subdivisions in Food＆Beverage Department 84
Part Ⅱ 场景会话 85
Dialogue 1 Restaurant Reservation Call 85
Dialogue 2 Room Service 86
Dialogue 3 Hotel Lounge 88
Part Ⅲ 实操训练 91
A．Meeting Minutes Writing 91
B．Practice:Meeting Minutes 94
Part Ⅳ 知识链接 95
Afternoon Tea at Peninsula Hotel Hong Kong 95
Unit 10 餐饮部Ⅱ 98
Part Ⅰ 听力练习 99
Wines 99
Part Ⅱ 场景会话 100
Dialogue 1 Taking an Order 100
Dialogue 2 In a Bar 101
Dialogue 3 Corkage Fees 102
Dialogue 4 Ordering Western Food 102
Part Ⅲ 实操训练 106
A．Translation 106
B．Practice:Ordering Beer Conversation 106
Part Ⅳ 知识链接 107
Michelin Guide 107
Unit 11 餐饮部Ⅲ 110
Part Ⅰ 听力练习 111
Chinese Cuisines 111
Part Ⅱ 场景会话 112
Dialogue 1 Ordering Chinese Food 112
Dialogue 2 Ordering Chinese Dessert 113
Dialogue 3 Paying the Bill 114
Part Ⅲ 实操训练 120
A．Report Writing 120
B．Practice:A Report 122
Part Ⅳ 知识链接 122
Differences between Chinese and Western Dining 122
Unit 12 康乐部 125
Part Ⅰ 听力练习 125
Facilities in the Recreation Department 125
Part Ⅱ 场景会话 127
Dialogue 1 Asking About the Gym Faculties 127
Dialogue 2 Thai Massage and Aromatherapy 128
Dialogue 3 Tips of Spa Service 129
Part Ⅲ 实操训练 131
A．Translation 131
B．Practice:Spa Service Conversation 131
Part Ⅳ 知识链接 132
Luxury Resorts and Hotels 132
Unit 13 会展部 136
Part Ⅰ 听力练习 137
Event Department Job Summary 137
Part Ⅱ 场景会话 138
Dialogue 1 Conference Venue Reservation 138
Dialogue 2 Site Inspection 140
Part Ⅲ 实操训练 142
A．How to Reply a Thank-you Note or Positive Reviews 142
B．Practice:Reply a Thank-you Note and Online Positive Reviews 145
Part Ⅳ 知识链接 145
MICE Economy 145
Unit 14 销售部 148
Part Ⅰ 听力练习 148
Hotel Sales and Marketing Department 148
Part Ⅱ 场景会话 150
Dialogue 1 Sales Visit 150
Dialogue 2 Benefits of Digital Marketing 151
Part Ⅲ 实操训练 153
A．Translation 153
B．Job Description 153
Part Ⅳ 知识链接 156
Digital Marketing 156
Unit 15 饭店招聘 160
Part Ⅰ 听力练习 161
Hotel Job Hunting Skills 161
Part Ⅱ 场景会话 162
Dialogue 1 AJob Interview 1 162
Dialogue 2 AJob Interview 2 163
Part Ⅲ 实操训练 164
A．Resume Writing 164
B．Practice:Resume 167
Part Ⅳ 知识链接 168
How Employee Engagement Leads to Customer Loyalty （excerpts） 168
Unit 16 饭店投诉解决与公共危机处理 171
Part Ⅰ 听力练习 171
Hotel Complaints 171
Part Ⅱ 场景会话 173
Dialogue 1 Complaining About the Air Conditioner 173
Dialogue 2 Settling Complaints—TV doesn't work 174
Dialogue 3 Problems with the Room 174
Dialogue 4 An Earthquake 175
Part Ⅲ 实操训练 177
A．How to Write a Letter of Apology and Handle a Negative Online Review 177
B．Practice:Complain Letter and Reply 179
Part Ⅳ 知识链接 180
How to Manage Your Hotel's Online Reputation 180
听力原文及参考答案 183
参考文献 216