酒店英语

目　录

Module one　Front Office

Unit 1　Room Reservation　2

Lesson 1　Room Reservation by Telephone　3

Lesson 2　Face to Face Reservation　7

Revision　One　11

Unit 2　Check in　15

Lesson 3　Welcoming a Guest　16

Lesson 4　Registering for a Guest　20

Revision　Two　24

Unit 3　Information Service　27

Lesson 5　Getting some Suggestions about Amusing　28

Lesson 6　Getting some Suggestions about Tour　32

Revision　Three　36

Unit 4　Telephone Service　39

Lesson 7　Connecting Phone Line　40

Lesson 8　Asking for Leaving a Message　44

Lesson 9　Wake-up Service　48

Revision　Four　51

Unit 5　Business Center　55

Lesson 10　Fax & Copy Files　56

Lesson 11　Typing a Document　60

Lesson 12　Express Mail Service　64

Lesson 13　Train Ticket Booking　68

Lesson 14　Air Ticket Booking　71

Revision　Five　75

Unit 6　Check out　78

Lesson 15　Paying in Cash　79

Lesson 16　Paying by Credit Card　83

Revision　Six　86

Module Two　Housekeeping

Unit 7　Room Service　90

Lesson 17　Taking Telephone Orders for Breakfast　91

Lesson 18　Serving Breakfast in the Room　94

Revision　Seven　98

Unit 8　Room-cleaning Service　101

Lesson 19　Tidying up and Cleaning the Room　102

Lesson 20　Turn-down Service　105

Revision　Eight　109

Unit 9　Laundry Service　111

Lesson 21　Explaining how to Get the Service　112

Lesson 22　Suggesting Express Service　116

Revision　Nine　119

Unit 10　Maintenance Service　122

Lesson 23　Repairing the Toilet and the Outlet　123

Lesson 24　Repairing the TV Set　127

Lesson 25　Repairing the Air-conditioner　130

Revision　Ten　133

Unit 11　Settling Guests’ Complaints 　137

Lesson 26　Changing the Room　139

Lesson 27　Lost and Found　142

Lesson 28　Extending the Stay without Paying　146

Lesson 29　Complaining about the Temperature of the Room　150

Revision　Eleven　153

Module Three　Service in the Restaurant

Unit 12　Booking a Table　158

Lesson 30　A Reservation Call for Dinner　159

Lesson 31　Having Dinner Without Reservation　163

Revision　Twelve　166

Unit 13　Ordering Dishes　169

Lesson 32　Having Chinese Food　170

Lesson 33　Having Western Food　174

Revision　Thirteen　177

Unit 14　Services During the Meal　181

Lesson 34　Dealing with Requests　182

Lesson 35　Dealing with Complaints and Paying Bills　186

Revision　Fourteen　191

Unit 15　Beverage Service　194

Lesson 36　Serving Drinks(1)　195

Lesson 37　Serving Drinks(2)　199

Lesson 38　Serving Cocktails　202

Revision　Fifteen　205

Module Four　Health & Recreation Center

Unit 16　Gymnasium Service　211

Lesson 39　Introducing the Facilities　212

Lesson 40　Knowing about Some Sports Events　216

Revision　Sixteen　219

Unit 17　Swimming Pool Service　222

Lesson 41　Introducing the Swimming Pool　223

Lesson 42　Swimming Service　227

Revision　Seventeen　231

Unit 18　Bowling Service　234

Lesson 43　Offering Bowling Room Service　235

Lesson 44　Playing Bowling　238

Lesson 45　Talking about Ball Games　242

Revision　Eighteen　245

Unit 19　Golf Service　248

Lesson 46　Talking about Golf　249

Lesson 47　Offer golf Service　252

Lesson 48　Playing Golf　255

Revision　Nineteen　259

Appendix

Appendix Ⅰ　Common EngLish Words of Hotel(附录一　酒店常用英语词汇)　262

Appendix Ⅱ　Elementary English Knowledge for Hotel(附录二　初级星级酒店英语基本知识)　267

Appendix Ⅲ　Fire Prevention Measures(附录三　防火措施)　277

本书以酒店服务与管理岗位必备的专业知识和技能为学习内容，以酒店前厅、客房、餐厅和康乐情景为主线，围绕着真实的工作任务，突出典型工作岗位应具备的依言行事的能力。
　　本书分为4大学习情境，共19个单元。其中，前厅服务6个单元，客房服务5个单元，餐厅服务4个单元，康乐服务4个单元。每个单元包括单元知识总括、课时任务学习和单元复习。每课分为4个部分，分别包括知识目标、技能目标、教学过程和知识加油站。其中，教学过程包括6个任务，这6个任务分别为单词训练、词组训练、句型训练、听说训练、角色扮演以及任务布置。另外，本书还加了3个附录，分别为酒店常用英语词汇、初级星级酒店英语基本知识和防火措施。
　　本书编写目标清晰、具体，体例活泼、新颖，内容简洁、实用，非常适合中等职业学校酒店服务与管理专业学生的英语学习。