饭店英语

Part OneFront Desk Services

Unit 1Reservation

1.Accepting a Reservation

2.The Hotel is Fully Booked

3.Changing the Reservation Date

4.Cancelling the Reservation

Unit 2Check.in

1.Checking in for the Guest with Reservation

2.Checking in for the Guest without Reservation

3.Checking in for a Group

4.No Reservation and the Hotel is Fully Booked

Unit 3Currency Exchanging

1.Normal Procedure

2.The Night Change Limits

3.Cash a Check

4.There.s No Full Exchange Service

Unit 4Delivering Luggage

1.At the Door

2.After Checking in

3.Arriving at the Room

4.Delivering Bags to the Wrong Room

5.Before Checking Out

Unit 5Information

1.Giving Directions to the Hotel

2.Giving Information

3.Introducing about Entertainment in the Hotel

4.About the Restaurants

5.Where to Buy some Cigarettes

6.Depositing Bags

7.When the Guests Want the Keys

Unit 6Check.out

1.Paying in Cash

2.Paying with Credit Cards

3.Explaining the Bill

4.The Hotel Doesn.t Accept Personal Checks

Part TwoHousekeeping Services

Unit 1Floor Attendants

1.Showing the Guests to their Rooms

2.Introducing the Room Facilities

3.About the Hotel Services

Unit 2Chamber Service

1.Cleaning the Room

2.Asking for an Early Cleaning

3.Turn.down Service

Unit 3Laundry Service

1.Explaining Laundry Service

2.Demanding Laundry Service

3.Suggesting Express Laundry Service

Unit 4Miscellaneous Services

1.Providing Something Extra on Request

2.Shopping for Guests

3.About Room Service

Unit 5Dealing with the Complaints

1.Toilet Problem

2.Television Problem

3.The Air Conditioner is Out of Work

4.People Next Door are Noisy

Unit 6Lost and Found

1.My Necklace is Missing

2.When the Guest has Checked out

3.Mailing the Lost Property to its Owner

4.Your Bag has been Found65Part ThreeFood & Beverage Services

Unit 1Reserving a Table

1.A Reservation for Mrs.Dunlop

2.Reserving a Banquet

3.Overbooking

Unit 2Seating Guests

1.Seating the Guest with a Reservation

2.Seating the Guest without a Reservation

3.We Want a Larger Lazy Susan

Unit 3Taking Orders

1.Taking a la Carte Order

2.Ordering Dinner for Two

3.Ordering Breakfast

Unit 4Serving Dishes

1.A Chinese Banquet

2.In the Coffee Shop

3.At the Bar

Unit 5Room Service

1.Replenishing the Mini.Bar

2.Ordering Room Service

3.Sending the Ordered Meal to the Guest.s Room

Unit 6Complaints

1.Complaining about Dish

2.We are in a Hurry

3.Wrong Bill

Unit 7Ways of Payment

1.Paying by Cash

2.Paying with the Credit Card

3.Signing the Bill

Part FourAuxiliary Services

Unit 1Services for Business

1.Copying

2.Fax Sending

3.Sending E.mail

4.Typing

Unit 2Services for Meeting and Exhibition

1.Booking a Meeting

2.Arranging the Meeting Room

3.Booking an Exhibition

4.Handling the Urgent Needs

Unit 3Services for Health & Recreation

1.Swimming

2.Sauna Bath

3.Bowling

4.Body Building

5.Night Club

Unit 4Services for Shopping

1.Choosing Silk Fabrics

2.Chinese Culture and Tea

3.Choosing Souvenir Gift

4.Choosing Traditional Chinese Paintings

Unit 5Services for Tourism

1.Asking Information about Traveling

2.Asking about the Sights

3.Reserving a Natural Scenery Tour

4.Arranging the Itinerary

Appendix

ⅠAppendix

ⅡAppendix

ⅢAppendix

ⅣAppendix

ⅤAppendix

Ⅵ参考文献

《高职高专"十二五"规划教材·旅游管理系列饭店英语(第2版)》以饭店服务职业培训为宗旨，将实用性、灵活性的理念融入到具体职业技能训练，特点是注重饭店环境下工作语言情景的导入，让学生在了解岗位主要流程、工作内容、工作职责、相关知识、文化背景和职业操守的同时，达到能运用英语自如应对饭店服务工作的目的。　　《饭店英语》以饭店服务职业培训为宗旨，将实用性、灵活性的理念融入到具体职业技能训练，特点是注重饭店环境下工作语言情景的导入，让学生在了解岗位主要流程、工作内容、工作职责、相关知识、文化背景和职业操守的同时，达到能运用英语自如应对饭店服务工作的目的。 《饭店英语》遵循了当代德国职业教育的理念，采用“教、学、做”一体化的教学模式，形成一套循序渐进、基于具体工作过程的训练程序，着重培养学生饭店职业能力和综合素质，它以酒店服务程序为线索，围绕酒店服务的核心内容进行英语教学，通过教师示范服务、学生模拟服务、真实现场体验等几个教学环节，使即将成为饭店工作人员的学生熟悉饭店服务程序和规范，掌握运用英语进行饭店服务的技巧，培养学生灵活处理饭店突发事件的能力和跨语言文化的交际能力。本教材不仅可以作为高职高专酒店管理专业、涉外旅游专业、旅游管理专业的实训教材，也可作为酒店服务人员岗前及上岗培训用书。