酒店英语

Paer One THE FRONT OFFICE

Chapter One Business Reservation Service

Dialogue 1 Receiving a Reservation

Dialogue 2 Tour Group Reservation

Dialogue 3 Face to Face the

Reservation

Dialogue 4 Revising the Reservation

Dialogue 5 Cancel the Reservation

Dialogue 6 No Empty Rooms

Chapter Two Reception Desk

Dialogue 1 Registration

Dialogue 2 Receiving the Individual

Dialogue 3 Receiving the Advance

Reservation

Dialogue 4 Receiving a Travel Group

Dialogue 5 Extending the Stay

Chapter Three The Bellman

Paer One  THE FRONT OFFICE

Chapter One  Business Reservation Service

Dialogue 1  Receiving a Reservation

Dialogue 2  Tour Group Reservation

Dialogue 3  Face to Face the

Reservation

Dialogue 4  Revising the Reservation

Dialogue 5  Cancel the Reservation

Dialogue 6  No Empty Rooms

Chapter Two  Reception Desk

Dialogue 1  Registration

Dialogue 2  Receiving the Individual

Dialogue 3  Receiving the Advance

Reservation

Dialogue 4  Receiving a Travel Group

Dialogue 5  Extending the Stay

Chapter Three  The Bellman

Dialogue 1  Check in Services

Dialogue 2  Show the Way to Her Room

Dialogue 3  Delivery of Luggage

Dialogue 4  Ordering a Taxi

Dialogue 5  Ticket-Booking Service

Chapter Four  At the Information Desk

Dialogue 1  Showing the Way inside the

Hotel

Dialogue 2  Showing the Way outside the

Hotel

Dialogue 3  Introduction Some Scenic Spot and

Shopping Center

Dialogue 4  About the Traffic

Chapter Five  Telephone Operator

Dialogue 1  An Overseas Call

Dialogue 2  In-house Call Service

Dialogue 3  Leaving a Telephone Message

Dialogue 4  Answering Guest's Inquires

Chapte Six  Settling Guests' Complaints

Dialogue 1  Settling Complaints about

Air-conditioner

Dialogue 2  Settling Complaints about Bad

Quality of Food

Dialogue 3  Settling Complaints about

Slowness in Service

Chapter Seven  The Business Center

Dialogue 1  Recommending Express

Service

Dialogue 2  Typing, Photocopying

Dialogue 3  Receiving and Sending Fax

Chapter Eight  The Cashier

Dialogue 1  Foreign Currency Exchange

Dialogue 2  Checking in Cash

Dialogue 3  Checking with Traveler's

Check

Dialogue 4  Checking by Credit Card

Dialogue 5  Mis-calculation

Chapter Nine  At the Conference

Dialogue 1  Introduction of Hotel Meeting

Facilities

Dialogue 2  Changing the Meeting

Services

Dialogue 3  Offering Special Services

Part Two  THE HOUSEKEEPING DEPARTMENT

Chapter Ten  Receiving Guests

Dialogue 1  Guiding the Guest to Their

Rooms

Dialogue 2  Introducing the Room

Facilities

Dialogue 3  About Hotel Services

Chapter Eleven  Chamber Service

Dialogue 1  Cleaning the Room

Dialogue 2  Changing the Room

Dialogue 3  Adding beds

Dialogue 4  Turn-down Services

Dialogue 5  Claim and Damage

Chapter Twelve  Special Service

Dialogue 1  Buying Things on Request

Dialogue 2  Borrowing Something

Dialogue 3  Wanting to Add Something

Chapter Thirteen  Laundry Service.

Dialogue 1  Explaining How to Get the

Service

Dialogue 2  Filling the Laundry Lists

Dialogue 3  Choose Express Service..

Dialogue 4  Misdelivering the Laundry

Chapter Fourteen  Miscellaneous Service

Dialogue 1  Asking for Baby-sitting

Service

Dialogue 2  Dealing with Emergency

Dialogue 3  Asking for a Doctor

Dialogue 4  A Morning Call

Chapter Fifteen  Maintenance Serviee

Dialogue l  Introduction on Certain

Facilities in the Room

Dialogue 2  Repairing the Washing

Machine

Dialogue 3  Something Wrong with the

Toilet

Part Three  FOOD AND BERVERAGE DEPARTMENT

Chapter Sixteen  Reservation Service

Dialogue 1  A Call Reservation

Dialogue 2  Refusing a Reservation

Dialogue 3  Cancel a Reservation

Dialogue 4  Receiving the Dinner

Dialogue 5  Receiving Walk-in Guests

Dialogue 6  No Empty Seats

Chapter Seventeen  Chinese Food

Dialogue 1  Ordering Chinese Dishes

Dialogue 2  Recommendation

Dialogue 3  Special Chinese Food

Dialogue 4  Wines and Drinks in Chinese

Restaurant

Chapter Eighteen  Serving Dishes

Dialogue 1  Misserving

Dialogue 2  Special Need in Dishes

Dialogue 3  Complaints about the Dishes

Dialogue 4  Dessert Ordering

Chapter Nineteen  Offering Room Serving

Dialogue 1  Ordering Chinese Breakfast

Dialogue 2  Ordering Western Breakfast

Dialogue 3  Special Ordering

Dialogue 4  Dish Delivering

Chapter Twenty  At the Bar

Dialogue 1  Ordering Chinese Wines

Dialogue 2  Ordering Western Wines

Dialogue 3  Crazy Bar

Dialogue 4  Chatting with a Guest

Chapter Twenty-One  Western Food and Buffet

Dialogue 1  Dinner in a Western

Restaurant

Dialogue 2  Dinner a La Carte

Dialogue 3  Buffet

Chapter Twenty-Two  Ways of Paying

Dialogue 1  Signing the Bill

Dialogue 2  Paying with Credit Card

Dialogue 3  Paying in Cash

Dialogue 4 Explain the Bill

Part Four  SHOPPING

Chapter Twenty-Three  At the Arts and Crafts

Dialogue 1  Greeting Customers

Dialogue 2  Recommending Jewelry

Dialogue 3  Introducing China Silk.

Dialogue 4  Testing the Quality.

Chapter Twenty-Four  At the Souvenir

Dialogue 1  Introducing China Painting

Dialogue 2  Chinaware

Dialogue 3  Recommending Other Products

Chapter Twenty-Five  At the Food Shop

Dialogue 1  Introducing Local Products

Dialogue 2  Introducing Tea

Dialogue 3  Wrapping the Goods

Part Five  RECREATION AND FITNESS CENTER

Chapter Twenty-Six  At Sing and Dance Hall

Dialogue 1  At the Night Club

Dialogue 2  At the Karaoke Bar

Dialogue 3  At the KTV Parlor

Dialogue 4  At Dancing Hall

Chapter Twenty-Seven  At the Health Club

Dialogue 1  Introduce the Facilities

Dialogue 2  At Bowling Room

Dialogue 3  At The Swimming Pool

Dialogue 4  At Sauna

Chapter Twenty-Eight  At the Chess

Dialogue 1  At Billiards

Dialogue 2  Playing Bridge

Dialogue 3  Getting the Membership Card

Chapter Twenty-Nine  At the Beauty Center

Dialogue 1  At the Beauty Salon

Dialogue 2  At the Barber's

Dialogue 3  Facial Treatment

APPENDIX I  Useful Words and Terms for Hotel

English

APPENDIX II  Tapescripts for Listening Exercises

Reference

    胡朝慧主编的《酒店英语》是根据高职高专酒店英语服务与管理专业教学计划的要求，突出职业教育的特点，注重对学生职业能力的培养而编写的。教材始终贯穿“以职场为中心，以就业为先导”，体现了知识的应用和可操作性。其中，情景对话的内容按照客人入住的顺序展开：前厅部、客房部、餐饮部、购物及康乐部；对话情景的选择贴近酒店工作的实际，语言简洁、规范，并配有美籍专业人士录制的光盘，语音纯正，情景性强，便于学生模仿和掌握。章节的课后练习精心设计，灵活多样，既增强了趣味性，又实现了用英语交流的目的。

    《酒店英语》适合高职院校旅游专业学生作为教材使用，也可供旅游从业人员参考学习。

胡朝慧主编的《酒店英语》共分五个部分，三十个单元，每单元在都有教学重点与基本操作流程。课文以对话形式按照客人入住的时间空间和顺序以次编排，分别为客房预订、住店登记、引领房间、住店服务、餐饮、娱乐健身等内容。对话情景选择贴近实际工作场景，突出针对性和使用性。每单元后安排了听、说，读、写的练习，便于学生对相关知识点和语言点的巩固和理解。