酒店实用英语

Module One The Front Desk

Sub-module 1 Accepting Room Reservation

Case 1 A Confirmed reservation 4

Case 2 A Guaranteed reservation 5

Case 3 Over-booking 6

Case 4 Handling the complaint about the room reservation 7

Sub-module 2 Check-in 15

Case 1 Bell service 16

Case 2 Registering a walk-in guest 16

Case 3 Registering a guest who has a reservation 17

Sub-module 3 Change of Reservation and Cancellation 25

Case 1 Bringing forward the reservation 26

Case 2 Extending the reservation 27

Case 3 Cancelling a guaranteed reservation 28

Sub-module 4 Other Services 35

Case 1 Taking a message 36

Case 2 Exchanging foreign currency 37

Case 3 Information service 37

Sub-module 5 Check-out 43

Case 1 Checking Out for guests 44

Case 2 Something wrong with the bill 45

Case 3 Late check-out and bell service 45

Module Two Housekeeping

Sub-module 6 Floor Service 55

Case 1 The Bellboy shows the guest to his room 56

Case 2 Room-cleaning service 57

Case 3 Food-delivering service 58

Case 4 Handling the complaint about the noise 59

Sub-module 7 Laundry Service 65

Case 1 Dry cleaning 66

Case 2 Quick service 67

Case 3 Making a wrong delivery 68

Sub-module 8 Lost and Found 73

Case 1 A complaint about lost articles 74

Case 2 Lost and Found Desk 75

Case 3 At the security section 76

Sub-module 9 Emergency Service 81

Case 1 Illness emergency 82

Case 2 Damage problem 83

Case 3 Losing the passport 84

Module Three Food and Beverage

Sub-module 1O Booking a Table 91

Case 1 Booking a table for five 92

Case 2 Booking a banquet 93

Case 3 Booking a family reunion dinner 94

Sub-module 11 Seating the Guest 101

Case 1 Seating the guests with the reservation 102

Case 2 Handling a coupon storm 103

Case 3 Receiving the guests without the reservation 104

Sub-module 12 Taking Orders 111

Case 1 Recommending specialties 112

Case 2 Recommending Sichuan Cuisine 113

Case 3 Recommending a special offer 114

Sub-module 13 Services during the Meal 119

Case 1 Eating Beijing roast duck 120

Case 2 Offering more dishes 121

Case 3 Settling the bill 122

Case 4 Handling the complaint about food 123

Module Four Other Services

Sub-module 14 Business Center 131

Case 1 Sending a fax and photocopying 132

Case 2 The Internet service 133

Case 3 Booking a ticket 134

Sub-module 15 Recreation Center 139

Case 1 Using the Gym 140

Case 2 Drinking Chinese tea and demonstrating how to brew tea 141

Case 3 Selling souvenirs 142

Sub-module 16 Conference Center 149

Case 1 Inquiries about the conference room 150

Case 2 Booking a conference room 151

Case 3 Booking a multi-functional hall 152

Tapescripts 159

Keys 169

Appendix 1 181

Appendix 2 185

Bibliography 199

本教材根据教高【2006】16号《关于全面提高高等职业教育教学质量的若干意见》的文件精神，从高职高专“就业为导向”的办学目标出发，根据旅游酒店管理类专业人才的培养目标和课程设置要求，基于星级酒店服务岗位所必需的英语实际应用能力，在深入酒店实践和广泛调研的基础上，从框架构建、内容筛选、深广度定位和体例编排等方面都倾力以“工学结合”为纽带创新建设。