Chapter 0 A BRIEF INTRODUCTION TO HOTEL INDUSTRY酒店业简介 1
Chapter 1 FRONT DESK前台服务 8
Unit 1 Making a Reservation客房预订 9
Unit 2 Reception登记入住 20
Unit 3 Bell Service提送行李服务 30
Unit 4 Information Service信息服务 38
Unit 5 Exchanging Money兑换外币 44
Unit 6 Complaints处理投诉 53
Unit 7 Checking out结账 63
Chapter 2 HOUSEKEEPING客房服务 72
Unit 1 Guiding the Guests to Their Rooms迎客人进房 73
Unit 2 Cleaning the Room客房清理服务 82
Unit 3 Maintenance维修服务 91
Unit 4 Laundry Service洗衣服务 99
Unit 5 Room Service客房送餐服务 108
Unit 6 Emergency处理客房突发事件 117
Chapter 3 FOOD AND BEVERAGE餐饮服务 126
Unit 1 Booking a Table预订餐位 127
Unit 2 Greeting and Farewell迎送宾客 136
Unit 3 Taking Orders点菜 144
Unit 4 Bar Service酒水服务 153
Unit 5 Serving at the Dinner席间服务 161
Chapter 4 OTHER SERVICE其他服务 169
Unit 1 Business Center商务中心 170
Unit 2 Health and Recreation Center康乐中心 179
Unit 3 Shopping Center购物中心 192
Unit 4 Telephone电话服务 200
Unit 5 At the Cloakroom寄存服务 208
APPENDIX 1 Reference Answer参考答案 216
APPENDIX 2 Expressions for Hotel Introduction酒店性质的英文表达 251
APPENDIX 3 Public Notice in Hotels酒店告示常用语 254
APPENDIX 4 Traditional Festivals中外重要传统节日 260
APPENDIX 5 Diets Forbids, Preferences and Etiquettes of Main Guest Countries我国主要客源国的饮食禁忌、偏好与礼节 262
参考文献 264