Part 1 ： English for Hospitality 1
Workshop One English for Front Office 2
Lesson 1 Room Reservation 2
Lesson 2 Excuse Me， Did You Say a Single Room？ 3
Lesson 3 The Bellman （Ⅰ） 5
Lesson 4 Calling a Taxi for the Guest 6
Lesson 5 The Bellman （Ⅱ） 7
Lesson 6 The Bellman （Ⅲ） 8
Lesson 7 Checking in （1） 9
Lesson 8 How Will You Be Paying？ 10
Lesson 9 Checking in （Ⅱ） 11
Lesson 10 Checking in a Tour Group 12
Lesson 11 Checking out 13
Lesson 12 How Would You Like to Pay？ 15
Lesson 13 Foreign Currency Exchange 17
Lesson 14 I'd Like to Change& 18
Lesson 15 The General Switch Board 20
Lesson 16 Operator 21
Lesson 17 Business Center 22
Lesson 18 How to Serve the Guests in the Business Center？ 23
Lesson 19 Dealing with Complaints 25
Lesson 20 How to Handle Complaints 26
Workshop Two English for Housekeeping Department 28
Lesson 1 Housekeeping Supplies （Ⅰ） 28
Lesson 2 Things on the Desk 29
Lesson 3 Housekeeping Supplies （Ⅱ） 31
Lesson 4 Things in the Bathroom 32
Lesson 5 Housekeeping Supplies （Ⅲ） 33
Lesson 6 Things in the Wardrobe 34
Lesson 7 Different Rooms 35
Lesson 8 Room Category 36
Lesson 9 Things in the Guest Room 38
Lesson 10 A Guest Room 40
Workshop Three English for Food and Beverage Department 41
Lesson 1 A Reservation for a Table 41
Lesson 2 A Reservation at the Sheraton Hotel 42
Lesson 3 How About the Central Table？ 44
Lesson 4 A Table Too Close to the Toilet 45
Lesson 5 Ordering Steak 47
Lesson 6 Ordering Breakfast 48
Lesson 7 All the Dishes Are Delicious 50
Lesson 8 How Is Your Meal？ 51
Lesson 9 There Is Something Wrong with My Food 53
Lesson 10 The Fish Is Not Fresh 54
Lesson 11 Do I Pay You or the Cashier？ 56
Lesson 12 Please Bring Us the Bill 57
Part 2： English for Air Service 59
Lesson 1 What Does He ／She Do （Ⅰ）？ 60
Lesson 2 What Does He ／She Do （Ⅱ）？ 61
Lesson 3 What Can I Do for You？ （Ⅰ） 62
Lesson 4 What Can I Do for You （Ⅱ）？ 63
Lesson 5 What's Your Seat Number？ （Ⅰ） 64
Lesson 6 What's Your Seat Number？ （Ⅱ） 65
Lesson 7 Whose Bag Is It？ （Ⅰ） 66
Lesson 8 Whose Bag Is It？ （Ⅱ） 67
Lesson 9 When Does the Plane Take off？ （Ⅰ） 68
Lesson 10 When Does the Plane Take off？ （Ⅱ） 69
Lesson 11 Would You Please&（Ⅰ） 70
Lesson 12 Would You Please&（Ⅱ） 71
Lesson 13 What Would You Like？ （Ⅰ） 72
Lesson 14 What Would You Like？ （Ⅱ） 73
Lesson 15 Are You Ready to Order？ （Ⅰ） 74
Lesson 16 Are You Ready to Order？ （Ⅱ） 75
Lesson 17 What's the Matter？ （Ⅰ） 76
Lesson 18 What's the Matter？ （Ⅱ） 77
Lesson 19 I'm Sorry to Hear That （Ⅰ） 78
Lesson 20 I'm Sorry to Hear That （Ⅱ） 79
Part 3： English for Travel and Tourism Service 81
Lesson 1 Have You Ever Been to&（Ⅰ） 82
Lesson 2 Have You Ever Been to&（Ⅱ） 83
Lesson 3 Talking About Holidays （Ⅰ） 85
Lesson 4 Talking About Holidays （Ⅱ） 86
Lesson 5 At the Airport 88
Lesson 6 What the Time Is It？ 89
Lesson 7 Airport Facilities 91
Lesson 8 Excuse Me， Where Is the Check-in Counter？ 93
Lesson 9 What's the Purpose of Your Visit？ 95
Lesson 10 May I See Your Passport Please？ 96
Lesson 11 Booking Hotel （Ⅰ） 97
Lesson 12 Booking Hotel （Ⅱ） 99
Lesson 13 Tourist Information 100
Lesson 14 Where Is the& 101
Lesson 15 Shopping at Duty-free Shop （Ⅰ） 102
Lesson 16 Shopping at Duty-free Shop （Ⅱ） 103
Lesson 17 Meeting at the Airport （Ⅰ） 104
Lesson 18 Meeting at the Airport （Ⅱ） 105
Lesson 19 On the Way from the Airport to the Hotel （Ⅰ） 106
Lesson 20 On the Way from the Airport to the Hotel （Ⅱ） 107
Part 4： English for MICE Service 109
Lesson 1 The Classification of Meeting 110
Lesson 2 Preparing for a Meeting 114
Lesson 3 Planning for the Meeting 116
Lesson 4 A Great Meeting City 119
Lesson 5 Meeting Propaganda 122
Lesson 6 Meeting Equipment 125
Lesson 7 Meeting Etiquette 128
Lesson 8 Food and Beverage at Meeting 131
Lesson 9 Safety and Security Service 133
Lesson 10 Service After Meeting 135
参考答案 138