酒店英语

前言

Chapter 1 Hotellnquiries

Ⅰ Hotelfacilities

Ⅱ Civing hotelinformation

Ⅲ What would you say

Ⅳ Handicapped facilities and amenities

Ⅴ Do you have any facilities for disabled guests

Ⅵ Describing the functions of hotel facilities

Ⅶ Practice

Ⅷ Getting around the city

Ⅸ Introducing hotelfacilities

Ⅹ Still to come： The Hobbit Motel， New Zealand

Ⅺ Glossary

Chapter 2 Taking Reservations

Ⅰ Discussion

Ⅱ What type of room would you like

Ⅲ Reserving a room for a couple

Ⅳ How many nights will you stay

Ⅴ Understanding guests' special requests

Ⅵ Getting guests' contact information

Ⅶ Summarizing information

Ⅷ How to upsell rooms on the phone

Ⅸ Upselling skills

Ⅹ Changing the booking

Ⅺ Role play

Ⅻ Still to come： A letter of room confirmation

ⅩⅢ Glossary

Chapter 3 Checking in Guests

Ⅰ Checking in guests

Ⅱ Checking in guests

Ⅲ Word learning

Ⅳ The four stages of front desk upselling

Ⅴ Role play

Ⅵ Handling special requests

Ⅶ Pair work

Ⅷ Methods of payment

Ⅸ Terms of payment

Ⅹ Still to come： Dealing with difficult situations

Ⅺ Glossary

Chapter 4 Attending to Guest Needs （1）

Ⅰ Getting to knowlobby items

Ⅱ Holtel services

Ⅲ Welcoming the guest

Ⅳ Asking for or offering help

Ⅴ Valet parking

Ⅵ A room tour

Ⅶ Remembering to sell

Ⅷ Storing luggage

Ⅸ What you would say

Ⅹ Still to come： Golden service standards of the Ritz—Carlton Hotel

Ⅺ Glossary

Chapter 5 Attending to Guest Needs （2）

Ⅰ Questions about facilities and activities

Ⅱ oueries regarding hotel or local amenities and events

Ⅲ Answering the guests' queries

Ⅳ Word practice

Ⅴ Practice

Ⅵ Answering questions on the telephone

Ⅶ Wake—up call service

Ⅷ Handling wake—up calls more effectively

Ⅸ Taking a message

Ⅹ Still to come： Providing excellent customer service

Ⅺ Glossary

Chapter 6 Guest Care in Rooms

Ⅰ Guest room supplies

Ⅱ Three steps to good guest service

Ⅲ Responding to guest requests

Ⅳ Knowing the bedroom

Ⅴ Cleaning the bathroom

Ⅵ Responding to guest instructions

Ⅶ Cleaning tasks

Ⅷ Turn—down service

Ⅸ Still to come： A housekeeping word search game

Ⅹ Glossary

Chapter 7 On the Menu

Ⅰ Food knowledge review

Ⅱ The first day of the restaurant job

Ⅲ Seating the customers

Ⅳ Taking meal orders

Ⅴ Coffee culture

Ⅵ Booking a table

Ⅶ Pair work

Ⅷ Room service

Ⅸ Upselling food items

Ⅹ Still to come： World famous cuisines

Ⅺ Glossary

Chapter 8 Bar Services

Ⅰ A glassware tour

Ⅱ Setting up the bar station

Ⅲ A drink at the bar

Ⅳ Working with words

Ⅴ Being a good seller

Ⅵ At the happy hours

Ⅶ Good public relation

Ⅷ More of polite language

Ⅸ Arrangements about bills

Ⅹ Still to come： How to be a successful bartender

Ⅺ Glossary

Chapter 9 Checking out Guests

Ⅰ Discussion

Ⅱ Cashier tools

Ⅲ A normal check—out

Ⅳ Verifying methods of payment

Ⅴ A late check—out

Ⅵ Working with words

Ⅶ Pair work

Ⅷ Dealing with problems

Ⅸ Exchanging foreign currencies

Ⅹ Express check—out

Ⅺ Still to come： The guest folio

Ⅻ Glossary

……

Chapter 10 Handling Problems and Complaints

随着社会的发展，酒店客人的需求呈现多样性，出现了各种新业态酒店。《酒店英语》内容反映了旅游酒店新业态服务知识、技能和新方法，在梳理了新旧业态酒店的服务程序特点和英语语言特征的基础之上，从内容上很好地反映了各层次需求酒店的服务语言术语和语言服务程序模式，使得新知识、技能和方法与语言能力发展同时得到提高，开拓了学生的专业视野。本书由吴云等主编。《酒店服务与管理专业模块酒店英语》始终贯穿“以职场为中心，以就业为先导”的思想，体现了知识的应用性和可操作性。其中，情景对话的内容按照酒店接待客人入住的工作程序展开：前厅部、客房部、餐饮部、购物及康乐部；对话情景贴近酒店工作的实际，语言简洁、规范，并配有外籍专业人士录制的英文对话光盘，语音纯正，情景性强，便于学生模仿和掌握。多项练习模块精心设计，灵活多样，既增强了趣味性，又体现了实用性，最终有效地实现了英语口语流畅交流的目的。