Unit 1 An Introduction to Hotel Industry 1
Passages 1
Text A 1
Text B 2
Conversations 4
Conversation 1:Taking a Reservation by Phone 4
Conversation 2:Revising a Reservation 5
Conversation 3:Suggesting Alternative Accommodation 7
Conversation 4:The Guest's Experience:Meeting a Hotel Representative at the Airport 8
Unit 2 Front Office Operation 11
Passages 11
Text A 11
Text B 12
Conversations 14
Conversation 1:Introducing Hotel Services 14
Conversation 2:Welcoming a Guest(1):with a Reservation 15
Conversation 3:Welcoming a Guest(2):without a Reservation 16
Conversation 4:Giving Directions to the Destination 18
Conversation 5:Filling out a Registration Form 19
Conversation 6:Escorting a Guest to a Room 20
Conversation 7:Orienting a Guest to a Room 21
Conversation 8:Extending a Stay 22
Conversation 9:On a Company Account 24
Conversation 10:Checking in a Large Tour Group 25
Unit 3 Hotel Services 27
Passages 27
Text A 27
Text B 28
Conversations 30
Conversation 1:Helping a Guest Ship a Parcel 30
Conversation 2:Parking a Guest's Car 32
Conversation 3:The Hotel Laundry Service 33
Conversation 4:Help a Guest with Tour Package 35
Conversation 5:Housekeeping(1):Dealing with Damage in a Room 37
Conversation 6:Housekeeping(2):Bringing Extra Amenities to the Room 39
Conversation 7:Housekeeping(3):Cleaning a Room 40
Conversation 8:Room Services(1):Taking an Order 42
Conversation 9:Room Services(2):Delivering an Order 44
Conversation 10:Taking Messages for a Guest 45
Conversation 1l:Serving Guests in a Restaurant 47
Conversation 12:The Guest's Experience:Signing for Drinks and Snacks 49
Conversation 13:Using the Business Center 51
Conversation 14:In-room Entertainment 52
Conversation 15:Using a Family Pool 54
Conversation 16:Using the Fitness Center 56
Conversation 17:At the Executive Lounge 58
Unit 4 The Restaurant 60
Passages 60
Text A 60
Text B 61
Conversations 62
Conversation 1:Taking a Restaurant Reservation by Phone 62
Conversation 2:Accommodating Guests Who Have No Reservation 64
Conversation 3:Explaining that No Table is Available 65
Conversation 4:Seating Guests 67
Conversation 5:Taking a Beverage Order and Serving Beverage 68
Conversation 6:Taking a Meal Order 69
Conversation 7:Serving Food 71
Conversation 8:Serving Wine 72
Conversation 9:Taking Dissert and Coffee Orders 74
Conversation 10:Taking Payment at the Table 75
Conversation 11:Taking Payment at a Register(1):a Satisfied Customer 77
Conversation 12:Taking Payment at a Register(2):a Dissatisfied Customer 78
Conversation 13:Taking Payment at a Register(3):a Credit Card Problem 80
Unit 5 Concierge Services 82
Passages 82
Text A 82
Text B 83
Conversations 84
Conversation 1:Explaining the Details of a Hotel Tour 84
Conversation 2:Advising Guests about Nearby Restaurants 86
Conversation 3:Booking the Hotel for Future Conferences 87
Conversation 4:Arranging for a Taxi and Courtesy Car 89
Conversation 5:Directing Guests to Facilities near the Hotel 90
Conversation 6:Handling a Request for Child Care 91
Conversation 7:Lost and Found 93
Unit 6 Dealing with Problems 95
Passages 95
Text A 95
Text B 96
Conversations 98
Conversation 1:Helping a Guest Who is Injured 98
Conversation 2:Reporting a Problem 99
Conversation 3:Dealing with a Noisy Guest 101
Conversation 4:Showing the Way for a Guest 103
Conversation 5:Advising a Guest about Safe Storage 105
Unit 7 Checking Out 107
Passages 107
Text A 107
Text B 108
Conversations 111
Conversation 1:Getting Ready to Leave the Hotel 111
Conversation 2:Checking a Guest Out:a Dispute about the Bill 112
Conversation 3:Exchanging Currency 114
Conversation 4:Storing Luggage after Check-out 116
Conversation 5:Leaving the Hotel 118
附录一 译文 120
附录二 参考答案 157
附录三 饭店礼貌用语 164
附录四 前台员工英语 170
附录五 行李员常用英语 173
附录六 饭店英语100句 175