酒店房务英语

PartA Front Office Department

Module One Making Reservations

Dialogue 1 A Phone Call Reservation

Dialogue 2 A Group Reservation

Dialogue 3 Booking a Suite

Dialogue 4 Confirmation Call

Policies and Procedures of Making Reservations

Reading Hotels and Rooms Division Department （I）

Module Two Checking in

Dialogue 1 Filling in the Registration Card/Form

Dialogue 2 Group Registration

Dialogue 3 Checking in for Walkin Guests

Dialogue 4 Guests Who Arrive Late

Policies and Procedures ofRegistering Guests with Confirmed Reservation

Reading Hotels and Rooms Division Department （II）

Module Three Uniformed Services

Dialogue 1 The Bellman Shows the Guest Her Room

Dialogue 2 Ticket Booking Service

Dialogue 3 Ordering a Taxi

Dialogue 4 Limousine Service

Policies and Procedures of Handling Guest Enquiries and Introducing Facilities

Reading Hotel Concierge

Module Four Services at the front Desk

Dialogue 1 A Room Change

Dialogue 2 A Safe Deposit Box

Dialogue 3 Showing Directions

Dialogue 4 Asking for an Overstay

Policies and Procedures of Using the Safety Box

Reading Top Hotelsin the World

Module Five Services at the Front Desk （2）

Dialogue 1 Maintenance Service

Dialogue 2 Babysitting Service

Dialo gue 3 10 st and Found

Dialogue 4 A Package for Mr. Martin

Policies and Procedures for Lost and Found

Reading Top Hotelsin the World

Module Six Business and Entertainment Services

Dialogue 1 At the Business Center

Dialogue 2 In the Health Club

Dialogue 3 The Sauna Is One of the Great Pleasures of Life

Dialogue 4 The Meeting Room.

Policies and Procedures of Business Center Agent

Reading Searching for a Healthier Lifestyle

Module Seven Telephone Service

Dialogue 1 A Morning Call Service

Dialogue 2 An Overseas PersonToPerson Call

Dialogue 3 A Call from Outside

Dialogue 4 Answering Guests'Inquiries.

Policies and Procedures ofTelephone Etiquette

Reading Telecommunications

Module Eight Handling Complaints.

Dialogue 1 Complaint in the Hotel

Dialogue 2 A Problem with the Mini Bar

Dialogue 3 The Room Needs Cleaning

Dialogue 4 A Problem with the B

Policies and Procedures ofHandling Guest Complaints

Reading Have You Ever Made Complaints at a Hotel?

Module Nine Cbecking Out

Dialogue 1 Foreign Exchange Service

Dialogue 2 Accepting Credit Cards

Dialogue 3 The Guest Pays His B

Dialogue 4 Checking Out

Policies and Procedures Methods ofPayment.

Reading Top Hotelsin the World

Part B Housekeeping Department

Module Ten Housekeeping Supply Preparations

Dialogue 1 Would You Like Your Room Cleaned?

……

Module Eleven Cleaning the Guest Room

Module Twelve Housekeeping Services

Module Tlurteen Cleaning Public Areas

Module Fourteen Laundry and Valet Service

附录1 Key to the Exercises参考答案

附录2 Top 10 Hotel Groups in the World全球酒店集团排行榜（前十名）

附录3 HoteI Rooms Division Terminology酒店房务专用术语

参考文献

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