初级篇 1
Part Ⅰ ELEMENTARY COURTESY ENGLISH FOR HOTEL STAFF 酒店员工基础礼貌用语 1
Unit 1 Welcome,Greeting,and Farewell 欢迎、问候和告别 3
Section A Phonetics 语音 3
Section B Listening and Speaking 听与说 4
1-1 Expressing Welcome 欢迎 4
1-2 Expressing Greeting 问候 4
1-3 Expressing Farewell 告别 6
Unit 2 Thanks,Apologies,and Best Wishes 感谢、道歉和祝福 8
Section A Phonetics 语音 8
Section B Listening and Speaking 听与说 9
2-1 Expressing Thanks 感谢 9
2-2 Expressing Apologies 道歉 10
2-3 Expressing Best Wishes 祝福 11
Unit 3 Permission,Acceptance or Refusal 允许、接受或拒绝 15
Section A Phonetics 语音 15
Section B Listening and Speaking 听与说 16
3-1 Asking for Permission 请求允许 16
3-2 Acceptance or Refusal 接受或拒绝 16
Unit 4 Attitudes 态度 20
Section A Phonetics 语音 20
Section B Listening and Speaking 听与说 21
4-1 Agreement or Disagreement 同意或不同意 21
4-2 Expressing Suggestions 建议 21
Unit 5 Emotions 情感 25
Section A Phonetics 语音 25
Section B Listening and Speaking 听与说 26
5-1 Asking Satisfaction or Dissatisfaction 询问满意或不满意 26
5-2 Reassurance and Sympathy 安慰和同情 27
5-3 Worries and Regrets 忧虑和遗憾 28
Part Ⅱ ELEMENTARY SERVICE ENGLISH FOR HOTEL STAFF 酒店员工基础服务英语 31
Unit 1 At Front Office 前厅部日常服务用语 33
Section A Phonetics 语音 33
Section B Listening and Speaking 听与说 34
1-1 Check-in Service 入住服务 34
1-2 Check-out Service 结账服务 35
Unit 2 At Housekeeping Department 客房部日常服务用语 39
Section A Phonetics 语音 39
Section B Listening and Speaking 听与说 41
2-1 Showing a Guest to His/Her Room 引客进房 41
2-2 Asking to Clean the Room 要求清理房间 41
Unit 3 At Food＆Beverage Department 餐饮部日常服务用语 44
Section A Phonetics 语音 44
Section B Listening and Speaking 听与说 45
3-1 Expressing Welcome 欢迎 45
3-2 Food and Beverage Reservation 餐饮预订 47
Unit 4 At Shopping Center 商场部日常服务用语 51
Section A Phonetics 语音 51
Section B Listening and Speaking 听与说 52
4-1 When a Guest is Asking for Directions 宾客问路 52
4-2 Shopping Service 购物服务 53
Unit 5 At Recreational Center 娱乐部日常服务用语 56
Section A Phonetics 语音 56
Section B Listening and Speaking 听与说 57
5-1 Receiving Telephone Enquiries 受理电话咨询 57
5-2 Service at Recreational Center 娱乐部日常服务 58
中级A篇 63
Part Ⅲ THE FRONT OFFICE DEPARTMENT 前厅部 63
INTRODUCTION 导言 64
Unit 1 Room Reservation 客房预订 65
Section A Listening and Speaking 听与说 65
1-1 Independent Reservation 散客预订 65
1-2 Group Reservation 团队预订 67
Section B Supplementary Reading 补充阅读 70
Unit 2 Receiving Guests 接待客人 72
Section A Listening and Speaking 听与说 72
2-1 Checking in for Independent Guests 散客入住 72
2-2 Checking in for Groups 团队入住 74
Section B Supplementary Reading 补充阅读 76
Unit 3 The Bellman 行李员 77
Section A Listening and Speaking 听与说 77
3-1 Baggage Delivery 搬运行李 77
3-2 Hotel Facilities and Services Introduction 酒店设施与服务介绍 79
Section B Supplementary Reading 补充阅读 81
Unit 4 Information Service 问讯服务 83
Section A Listening and Speaking 听与说 83
4-1 Showing the Way 指路 83
4-2 Mail Service 邮寄服务 85
Section B Supplementary Reading 补充阅读 87
Unit 5 Operator Service 接线员服务 89
Section A Listening and Speaking 听与说 89
5-1 Taking a Message 电话留言 89
5-2 Making an IDD Call 国际直拨长途电话 91
Section B Supplementary Reading 补充阅读 94
Unit 6 The Cashier 收银员 96
Section A Listening and Speaking 听与说 96
6-1 Foreign Currency Exchange 外币兑换 96
6-2 Checking Out 结账 98
Section B Supplementary Reading 补充阅读 101
Part Ⅳ THE HOUSEKEEPING DEPARTMENT 客房部 103
INTRODUCTION 导言 104
Unit 1 Floor Attendant 楼层服务员 105
Section A Listening and Speaking 听与说 105
1-1 Introducing the Room Facilities 介绍客房设施 105
1-2 Equipment Rental 设备出租 108
Section B Supplementary Reading 补充阅读 110
Unit 2 Chamber Service 客房服务 112
Section A Listening and Speaking 听与说 112
2-1 Making up the Rooms 整理房间 112
2-2 Maintenance Service 维修服务 114
Section B Supplementary Reading 补充阅读 116
Unit 3 Personal Service 个人服务 118
Section A Listening and Speaking 听与说 118
3-1 Laundry Service 洗衣服务 118
3-2 Room Service 客房用餐 120
Section B Supplementary Reading 补充阅读 123
Unit 4 Dealing with Emergency 处理紧急事件 126
Section A Listening and Speaking 听与说 126
4-1 In-house Doctor 店内医生 126
4-2 Lost and Found 失物招领 128
Section B Supplementary Reading 补充阅读 131
Part Ⅴ FOOD＆BEVERAGE DEPARTMENT 餐饮部 133
INTRODUCTION 导言 134
Unit 1 Taking a Telephone Reservation 接受电话预订 135
Section A Listening and Speaking 听与说 135
1-1 Booking Seats 预订座位 135
1-2 Reserving Banquets 宴会预订 137
Section B Supplementary Reading 补充阅读 140
Unit 2 Seating the Diners 顾客就座 142
Section A Listening and Speaking 听与说 142
2-1 Seating the Guests with Reservation 预订顾客就餐 142
2-2 No Seat is Available 没有空位 144
Section B Supplementary Reading 补充阅读 146
Unit 3 Taking Orders 点菜 148
Section A Listening and Speaking 听与说 148
3-1 Western Dinner 西餐 148
3-2 Chinese Food 中餐 150
Section B Supplementary Reading 补充阅读 153
Unit 4 Serving Dishes＆Settling Accounts 上菜和结账 155
Section A Listening and Speaking 听与说 155
4-1 Serving Dishes 上菜 155
4-2 Settling Accounts 结账 157
Section B Supplementary Reading 补充阅读 159
Unit 5 At the Bar 在酒吧 161
Section A Listening and Speaking 听与说 161
5-1 Foreign Liquors and Wines 洋酒 161
5-2 Chinese Liquors and Wines 中国酒 163
Section B Supplementary Reading 补充阅读 166
中级B篇 169
Part Ⅵ BUSINESS CENTER 商务中心 169
INTRODUCTION 导言 170
6-1 Fax 传真服务 171
6-2 Hiring 租用服务 173
Part Ⅶ HEALTH CENTER 康乐中心 177
INTRODUCTION 导言 178
7-1 Talking about Health Club Facilities 谈论俱乐部健身设施 179
7-2 Introducing Hotel Sauna Service 介绍酒店桑拿服务 181
Part Ⅷ CONFERENCE CENTER 会务中心 183
INTRODUCTION 导言 184
8-1 Conference Room Facilities 会议室设施 185
8-2 Conference Room Maintenance 会议室维护 187
Part Ⅸ CULTURAL AND RECREATIONAL CENTER 文化娱乐中心 191
INTRODUCTION 导言 192
9-1 At the Ball Room 舞厅 193
9-2 At the Karaoke Bar 卡拉OK厅 197
Part Ⅹ TRAVEL SERVICE 旅游服务 205
INTRODUCTION 导言 206
10-1 Travel Agency 旅行社 207
10-2 Travel Tips 旅行指南 210
高级篇 215
Part Ⅺ HOTEL MANAGEMENT 酒店管理 215
INTRODUCTION 导言 216
Unit 1 Public Relations 公共关系 217
Section A Listening and Speaking 听与说 217
1-1 Arranging for a Conference 安排会议 217
1-2 Collecting Comments and Suggestions 收集意见和建议 218
Section B Supplementary Reading 补充阅读 220
Unit 2 Settling Complaints 解决投诉 223
Section A Listening and Speaking 听与说 223
2-1 Dealing with a Difficult Guest 与难对付的客人打交道 223
2-2 Handling a Complaint 处理投诉 224
Section B Supplementary Reading 补充阅读 226
Unit 3 Interview and Orientation 面试和迎新培训 230
Section A Listening and Speaking 听与说 230
3-1 Interview 面试 230
3-2 Orientation 迎新培训 231
Section B Supplementary Reading 补充阅读 233
Unit 4 At the Manager's Office 经理办公室 237
Section A Listening and Speaking 听与说 237
4-1 Morning Briefing 早晨例会 237
4-2 Negotiation 谈判 238
Section B Supplementary Reading 补充阅读 240
附录一 常见中西餐菜谱名称 244
附录二 酒店机构表 258
附录三 《酒店英语》培训指导与建议 260