饭店服务英语

Unit One Hotel Basics Situational Conversations 　Conversation 1 The Sense of Service　Conversation 2 Choosing Your Hotel　Summary of the Useful ExpressionsClassroom ActivitiesReading 　“Green” Hotels and “Green” Hotels AssociationExercises Unit Two Room Reservation Situational Conversations 　Conversation 1 Making a Reservation　Conversation 2 Desired Room Being Fully Booked　Summary of the Useful ExpressionsClassroom Activities

Unit One Hotel Basics Situational Conversations 　Conversation 1 The Sense of Service　Conversation 2 Choosing Your Hotel　Summary of the Useful ExpressionsClassroom ActivitiesReading 　“Green” Hotels and “Green” Hotels AssociationExercises Unit Two Room Reservation Situational Conversations 　Conversation 1 Making a Reservation　Conversation 2 Desired Room Being Fully Booked　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of ReservationistsExercises Unit Three Bell Service Situational Conversations 　Conversation 1 Showing the Guests to Their Rooms 　Conversation 2 Depositing Some Valuable Items 　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of Doormen and Bellboys Exercises Unit Four Reception Situational Conversations 　Conversation 1 Checking in Guest with a Reservation 　Conversation 2 Helping a Walkin Guest 　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of Receptionists and Reservation ClerksExercises Unit Five Switchboard Situational Conversations 　Conversation 1 Receiving a Phone Call　Conversation 2 Explaining the Way to Make Phone Calls　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of Switchboard OperatorsExercises Unit Six Information Service Situational Conversations 　Conversation 1 Asking the Way　Conversation 2 City Tour　Conversation 3 Leaving a Message 　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of Hotel Desk ClerksExercises Unit Seven Foreign Exchange and Cashiers Situational Conversations 　Conversation 1 Exchanging Money　Conversation 2 Changing Coins　Conversation 3 Checking Out　Summary of the Useful ExpressionsClassroom ActivitiesReading 　What Does a Cashier Pay Attention to?Exercises Unit Eight Housekeeping (Ⅰ) Situational Conversations 　Conversation 1 Cleaning the Room　Conversation 2 Turndown Service　Summary of the Useful ExpressionsClassroom ActivitiesReading 　Housekeeping DepartmentExercises Unit Nine Housekeeping (Ⅱ) Situational Conversations 　Conversation 1 Laundry 　Conversation 2 Room Service　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of Room AttendantsExercises Unit Ten Maintenance and Safety Situational Conversations 　Conversation 1 My Key Card Doesnt Work　Conversation 2 I Cant Stay Here Any Longer　Summary of the Useful ExpressionsClassroom ActivitiesReading 　Hotel Safety Regulations Abroad Exercises Unit Eleven Restaurant Service Situational Conversations 　Conversation 1 Receiving Guests　Conversation 2 Taking Orders and Giving Advice　Summary of the Useful ExpressionsClassroom ActivitiesReading 　The Duties of Waiters and WaitressExercises Unit Twelve Bar Service Situational Conversations 　Conversation 1 On Duty　Conversation 2 Serving the Guest　Summary of the Useful ExpressionsClassroom ActivitiesReading 　What Does It Take to Become a Good Bartender?Exercises Unit Thirteen Business Service Situational Conversations 　Conversation 1 Booking Air Tickets　Conversation 2 Copying and Typing　Summary of the Useful ExpressionsClassroom ActivitiesReading 　Welcome to Business ServicesExercises Unit Fourteen Shopping Arcade Situational Conversations 　Conversation 1 Choosing a Pearl Necklace　Conversation 2 At the Arts and Crafts Counter　Summary of the Useful ExpressionsClassroom ActivitiesReading 　Main Duties of Shop AssistantsExercises Unit Fifteen Recreation and Fitness Situational Conversations 　Conversation 1 In the Night Club　Conversation 2 In the Fitness Center　Summary of the Useful ExpressionsClassroom ActivitiesReading 　Job of the Fitness Worker Exercises Unit Sixteen Meeting Service Situational Conversations 　Conversation 1 Arranging a Conference　Conversation 2 Booking Facilities and Personnel1　Summary of the Useful ExpressionsClassroom ActivitiesReading 　How to Choose the Right Conference Call Service5Exercises Appendix Terminology of Hotel Service Reference

本书突出旅游饭店服务行业特点,注重应用型人才培养，结合国际旅游饭店行业发展的新形势和新特点，依照旅游饭店岗位服务场景、工作流程和职业技能要点，主要介绍旅游饭店各相关部门服务与管理等基本知识，并通过旅游饭店企业真实工作情境指导学生实训，以达到学以致用、强化技能培养的目的。　　本书融入了饭店英语最新的实践教学理念，突出“以任务为导向，以学生为核心”的教育模式；教师的作用不再体现为系统传授知识，而是“启发”和“指导”学生自主学习，创造性地学习，从而能够充分提高学生的综合素质和业务水平，尽快适应职业岗位，提高服务技能。本书附有听力训练和练习答案的配套光盘。　　本书既可作为职业院校旅游和饭店管理专业的教材，也可作为旅游饭店企业在职从业者及管理人员的岗位培训教材。