饭店英语

PART?ONEFRONT?DESK?SERVICES

Unit?1Reservation3

1?Accepting?a?Reservation3

2?The?Hotel?is?fully?Booked3

3?Changing?the?Reservation?Date4

4?Cancelling?the?Reservation4

Unit?2Checkin9

1?Checking?in?for?the?Guest?with?Reservation9

2?Checking?in?for?the?Guest?without?Reservation9

3?Checking?in?for?a?Group10

4?No?Reservation?and?the?Hotel?is?fully?Booked11

Unit?3Calling?Service15

1?Paging?a?Guest15

2?Calling?for?the?Guest15

3?Leaving?a?Message16

4?Placing?Morning?Calls16

Unit?4Exchanging?Money21

1?Normal?Procedure21

2?The?Night?Change?Limits21

3?Cash?a?Check22

4?There’s?No?Full?Exchange?Service22

Unit?5Delivering?Luggage25

1?At?the?Door25

2?After?Checking?in25

3?Arriving?at?the?Room26

4?Delivering?Bags?to?the?Wrong?Room26

5?Before?Checking?out27

Unit?6Information31

1?Giving?Directions?to?the?Hotel31

2?Giving?Information31

3?Introducing?about?Entertainment?in?the?Hotel32

4?About?the?Restaurants32

5?Where?to?Buy?some?Cigarettes33

Unit?7Checkout37

1?Paying?in?Cash37

2?Paying?with?Credit?Cards37

3?Explaining?the?Bill38

4?The?Hotel?Doesn’t?Accept?Personal?Checks38

Unit?8Other?Services41

1?Greeting?an?Arriving?Guest41

2?Depositing?Bags41

3?Delivering?Letters?for?the?Guests42

4?When?the?Guests?Want?the?Keys42

5?Booking?a?Plane?Ticket43

PART?TWOHOUSEKEEPING?SERVICES

Unit?1Floor?Attendants47

1?Showing?the?Guests?to?their?Rooms47

2?Introducing?the?Room?Facilities47

3?About?the?Hotel?Services48

Unit?2Chamber?Service51

1?Cleaning?the?Room51

2??Asking?for?an?Early?Cleaning51

3??Turndown?Service52

Unit?3Laundry?Service57

1??Explaining?Laundry?Service57

2?Demanding?Laundry?Service57

3??Suggesting?Express?Laundry?Service58

Unit?4Miscellaneous?Services61

1?Providing?Something?Extra?on?Request61

2?Shopping?for?Guests61

3?About?Room?Service62

Unit?5Special?Problems65

1?Babysitting?Service65

2?Compensation65

3?A?Sick?Guest66

Unit?6Dealing?with?the?Complaints69

1?Toilet?Problem69

2?Television?Problem69

3?The?Air?Conditioner?is?out?of?Work70

4?People?Next?Door?are?Noisy70

Unit?7Lost?and?Found75

1?My?Necklace?is?Missing75

2?When?the?Guest?has?Checked?out75

3?Mailing?the?Lost?Property?to?its?Owner76

4?Your?Bag?has?been?Found77

Unit?8Creating?a?Home?away?From?Home79

1??A?Birthday?Party79

2?A?Big?Surprise79

3?Wish?You?a?Pleasant?Heart80

PART?THREEFOOD?&?BEVERAGE?SERVICES

Unit?1Reserving?a?Table85

1?A?Reservation?for?MrsDunlop85

2?Reserving?a?Banquet85

3?Overbooking86

Unit?2Seating?Guests89

1?Seating?the?Guest?with?a?Reservation89

2?Seating?the?Guest?without?a?Reservation89

3?We?Want?a?Larger?Lazy?Susan90

Unit?3Taking?Orders93

1?Taking?a?la?Carte?Order93

2?Ordering?Dinner?for?Two94

3?Ordering?Breakfast94

Unit?4Serving?Dishes99

1?A?Chinese?Banquet99

2?In?the?Coffee?Shop100

3?At?the?Bar100

Unit?5Room?Service105

1?Replenishing?the?MiniBar105

2?Ordering?Room?Service105

3?Sending?the?Ordered?Meal?to?the?Guest’s?Room106

Unit?6Catering?for?Guests109

1?Having?Birthday?in?China109

2?Enjoying?Moon?Cakes109

3?Arranging?Special?Food110

Unit?7Complaints115

1?Complaining?about?Dish115

2?We?are?in?a?Hurry115

3?Wrong?Bill116

Unit?8Ways?of?Payment121

1?Paying?by?Cash121

2?Paying?with?the?Credit?Card121

3?Signing?the?Bill122

PART?FOURAUXILIARY?SERVICES

Unit?1Services?for?Business129

1?Copying129

2?Fax?Sending129

3?Sending?Email130

4?Typing130

Unit?2Services?for?Meeting?and?Exhibition133

1?Booking?a?Meeting133

2?Arranging?the?Meeting?Room133

3?Booking?an?Exhibition134

4?Handling?the?Urgent?Needs135

Unit?3Services?for?Health139

1?Swimming139

2?Sauna?Bath139

3?Bowling140

4?Body?Building141

Unit?4Services?for?Recreation145

1?Night?Club145

2?Dancing146

3?Seeing?a?Movie146

4?Comment?on?Sports147

Unit?5Services?for?Beauty151

1?Having?a?Hair?Cut151

2?Having?a?Hair?Done151

3?Having?a?Hair?Dyed152

4?Having?a?Facial?Treatment153

Unit?6Services?for?Shopping157

1?Choosing?Silk?Fabrics157

2?Chinese?Culture?and?Tea157

3?Choosing?Souvenir?Gift158

4?Choosing?Traditional?Chinese?Paintings159

Unit?7Services?for?Tourism163

1?Asking?Information?about?Traveling163

2?Asking?about?the?Sights163

3?Reserving?a?Natural?Scenery?Tour164

4?Arranging?the?Itinerary165

Unit?8Other?Services169

1?Seeing?the?Doctor169

2?Ordering?a?Taxi170

3?Charging?for?Children170

4?A?Guest?with?Animals171

Appendix?ⅠA?Welcome?Letter?from?the?Hotel?Manger173

Appendix?ⅡOnline?Booking174

Appendix?ⅢChinese?Cuisine175

Appendix?ⅣWestern?Cuisine177

Appendix?ⅤTerms?of?Room?Services179

Reference181

本书用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、全面、实用，同时也增加了饭店经营过程中可能遇到的新知识，使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。本教材适用于高职高专广大旅游专业学生，以及有志于从事和现已从事旅游服务工作的人员。