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Workshop One English for Front Office3

Unit 1 Room Reservation3

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit3

Learning Objectives3

Key Points in the Unit3

Part Two Simulation Training4

Technical Terms4

Sentence Patterns4

Sample Dialogues6

Dialogue 1 Receiving a Reservation（Basic Procedures）6

Dialogue 2 AGroup Reservation7

Dialogue 3 We Are Fully Booked7

Classroom Activities8

Part Three Extended Reading10

Advance Reservations10

Part Four Exercises11

Unit 2 Reception13

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit13

Learning Objectives13

Key Points in the Unit13

Part Two Simulation Training14

Technical Terms14

Sentence Patterns14

Sample Dialogues16

Dialogue 1 A Guest with Advance Reservation Checks in16

Dialogue 2 Registering a Tour Group17

Dialogue 3 Receiving a Walk-in Guest18

Classroom Activities19

Part Three Extended Reading22

What Should Hotel Receptionist Do?22

Part Four Exercises22

Unit 3 Bell Service25

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit25

Learning Objectives25

Key Points in the Unit25

Part Two Simulation Training26

Technical Terms26

Sentence Patterns26

Sample Dialogues28

Dialogue 1 Receiving a Guest ＆ Bringing Him to His Room28

Dialogue 2 Running Errands for Guests29

Dialogue 3 Getting down the Luggage before the Guests Check out29

Dialogue 4 Hiring a Taxi30

Classroom Activities30

Part Three Extended Reading32

The Front Desk Employees32

Part Four Exercises33

Unit 4 Money Exchange36

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit36

Learning Objectives36

Key Points in the Unit36

Part Two Simulation Training37

Technical Terms37

Sentence Patterns37

Sample Dialogues38

Dialogue 1 Normal Transaction38

Dialogue 2 The Night Change Limits39

Dialogue 3 A Guest Wants to Change Traveler's Checks39

Classroom Activities39

Part Three Extended Reading41

The Accounting Department41

Part Four Exercises42

Unit 5 Telephone Operator44

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit44

Learning Objectives44

Key Points in the Unit44

Part Two Simulation Training45

Technical Terms45

Sentence Patterns45

Sample Dialogues47

Dialogue 1 An Overseas Call47

Dialogue 2 Morning Call48

Dialogue 3 Taking a Message48

Classroom Activities49

Part Three Extended Reading50

Telephone Calls50

Part Four Exercises52

Unit 6 Information55

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit55

Learning Objectives55

Key Points in the Unit55

Part Two Simulation Training56

Technical Terms56

Sentence Patterns56

Sample Dialogues57

Dialogue 1 Inquiring about Telephone Fee57

Dialogue 2 Giving Information57

Dialogue 3 Posting a Letter58

Classroom Activities59

Part Three Extended Reading60

Ways of Categorizing Hotels60

Part Four Exercises61

Unit 7 Complaints63

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit63

Learning Objectives63

Key Points in the Unit63

Part Two Simulation Training64

Technical Terms64

Sentence Patterns64

Sample Dialogues67

Dialogue 1 Misunderstandings at the Front Desk67

Dialogue 2 All Is a Mess67

Dialogue 3 Changing a Room68

Dialogue 4 Missing68

Classroom Activities69

Part Three Extended Reading70

How to Deal with Complaints?70

Part Four Exercises71

Unit 8 Paying the Bill and Checking out74

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit74

Learning Objectives74

Key Points in the Unit74

Part Two Simulation Training75

Technical Terms75

Sentence Patterns75

Sample Dialogues77

Dialogue 1 Paying by Credit Card77

Dialogue 2 Paying Cash in U.S.Dollars77

Dialogue 3 Checking out78

Classroom Activities79

Part Three Extended Reading80

What Does a Cashier Pay Attention to?80

Part Four Exercises81

Workshop Two English for Housekeeping Department87

Unit 9 Room Cleaning87

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit87

Learning Objectives87

Key Points in the Unit87

Part Two Simulation Training88

Technical Terms88

Sentence Patterns88

Sample Dialogues89

Dialogue 1 Housekeeping（Basic Procedures）89

Dialogue 2 Being Asked to Clean the Room Earlier90

Dialogue 3 Turn-down Service90

Classroom Activities91

Part Three Extended Reading92

Housekeeping Department92

Part Four Exercises93

Unit 10 Guests'Requests96

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit96

Learning Objectives96

Key Points in the Unit96

Part Two Simulation Training97

Technical Terms97

Sentence Patterns97

Sample Dialogues98

Dialogue 1 Baby-sitting Service98

Dialogue 2 Asking for an Extra Bed99

Dialogue 3 Borrowing Something99

Classroom Activities99

Part Three Extended Reading100

Some Other Hotel Service100

Part Four Exercises101

Unit 11 Laundry and Valet Service104

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit104

Learning Objectives104

Key Points in the Unit104

Part Two Simulation Training105

Technical Terms105

Sentence Patterns105

Sample Dialogues108

Dialogue 1 Taking Laundry108

Dialogue 2 Express Laundry Service108

Dialogue 3 Damage Problems109

Dialogue 4 Delivering Laundry by Mistake109

Classroom Activities110

Part Three Extended Reading111

What Do Customers Really Want?111

Part Four Exercises113

Unit 12 Room Service116

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit116

Learning Objectives116

Key Points in the Unit116

Part Two Simulation Training117

Technical Terms117

Sentence Patterns117

Sample Dialogues118

Dialogue 1 The Procedure of Room Service118

Dialogue 2 Ordering Breakfast119

Classroom Activities119

Part Three Extended Reading120

How to Meet Guests'Needs?120

Part Four Exercises121

Unit 13 Lost and Found124

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit124

Learning Objectives124

Key Points in the Unit124

Part Two Simulation Training125

Technical Terms125

Sentence Patterns125

Sample Dialogues126

Dialogue 1 My Camera Is Missing126

Dialogue 2 Mailing the Lost Property to Its Owner127

Classroom Activities127

Part Three Extended Reading129

Hotel Services129

Part Four Exercises131

Unit 14 Damage and Compensation133

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit133

Learning Objectives133

Key Points in the Unit133

Part Two Simulation Training134

Technical Terms134

Sentence Patterns134

Sample Dialogues134

Dialogue 1 Damage134

Dialogue 2 Compensation135

Classroom Activities135

Part Three Extended Reading136

Promotion136

Part Four Exercises137

Unit 15 Problems and Maintenance140

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit140

Learning Objectives140

Key Points in the Unit140

Part Two Simulation Training141

Technical Terms141

Sentence Patterns141

Sample Dialogues142

Dialogue 1 Television Problems142

Dialogue 2 The Smoke DetectorIs Flashing142

Dialogue 3 There Is Something Wrong with the Toilet142

Dialogue 4 People Next Door Are Very Noisy143

Dialogue 5 The Light Is Too Dim143

Dialogue 6 The Air Conditioner Problems144

Classroom Activities144

Part Three Extended Reading145

Engineering145

Part Four Exercises146

Workshop Three English for Food and Beverage Department151

Unit 16 Table Reservation151

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit151

Learning Objectives151

Key Points in the Unit151

Part Two Simulation Training152

Technical Terms152

Sentence Patterns152

Sample Dialogues153

Dialogue 1 Accepting a Reservation153

Dialogue 2 Requests Unable to Be Satisfied154

Classroom Activities154

Part Three Extended Reading155

Food and Beverage Department155

Part Four Exercises156

Unit 17 Receiving Diners159

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit159

Learning Objectives159

Key Points in the Unit159

Part Two Simulation Training160

Technical Terms160

Sentence Patterns160

Sample Dialogues161

Dialogue 1 Seating Guests161

Dialogue 2 There Isn't a Table162

Dialogue 3 Seating Walk-in Guests162

Classroom Activities163

Part Three Extended Reading164

Restaurants Categorized by Services164

Part Four Exercises165

Unit 18 Taking Orders and Recommendations168

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit168

Learning Objectives168

Key Points in the Unit168

Part Two Simulation Training169

Technical Terms169

Sentence Patterns169

Sample Dialogues170

Dialogue 1 WhatWouldYouLike to Order?170

Dialogue 2 Recommendation171

Classroom Activities172

Part Three Extended Reading173

Special Cuisine173

Part Four Exercises174

Unit 19 Chinese Food Restaurant177

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit177

Learning Objectives177

Key Points in the Unit177

Part Two Simulation Training178

Technical Terms178

Sentence Patterns178

Sample Dialogues179

Dialogue 1 A Chinese Breakfast179

Dialogue 2 Introducing Chinese Food179

Dialogue 3 Ordering a Chinese Dinner180

Dialogue 4 A Special Meal181

Classroom Activities182

Part Three Extended Reading183

Local Cuisine183

Part Four Exercises185

Unit 20 Western Food Restaurant188

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit188

Learning Objectives188

Key Points in the Unit188

Part Two Simulation Training189

Technical Terms189

Sentence Patterns189

Sample Dialogues190

Dialogue 1 Having the Continental Breakfast190

Dialogue 2 At the Western Restaurant190

Dialogue 3 Western Food191

Classroom Activities192

Part Three Extended Reading193

Meals193

Part Four Exercises194

Unit 21 Buffet and Coffee Shop197

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit197

Learning Objectives197

Key Points in the Unit197

Part Two Simulation Training198

Technical Terms198

Sentence Patterns198

Sample Dialogues199

Dialogue 1 Buffet199

Dialogue 2 At Coffee Shop199

Dialogue 3 Coffee Break200

Classroom Activities200

Part Three Extended Reading201

Table Manners201

Part Four Exercises202

Unit 22 Complaints204

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit204

Learning Objectives204

Key Points in the Unit204

Part Two Simulation Training205

Technical Terms205

Sentence Patterns205

Sample Dialogues206

Dialogue 1 Complaints about Food（Ⅰ）206

Dialogue 2 Complaints about Food（Ⅱ）206

Dialogue 3 Complaints about Service（Ⅰ）207

Dialogue 4 Complaints about Service（Ⅱ）208

Classroom Activities208

Part Three Extended Reading209

Learn to Be Good at Conversation209

Part Four Exercises211

Unit 23 Payment213

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit213

Learning Objectives213

Key Points in the Unit213

Part Two Simulation Training214

Sentence Patterns214

Sample Dialogues214

Dialogue 1 By Credit Card214

Dialogue 2 By Traveler's Checks215

Classroom Activities215

Part Three Extended Reading216

Personnel Structure in the Food Service Industry216

Part Four Exercises217

Unit 24 Beverage Service219

Part One Key Points for Teaching,Learning ＆ Assessment in the Unit219

Learning Objectives219

Key Points in the Unit219

Part Two Simulation Training220

Technical Terms220

Sentence Patterns220

Sample Dialogues221

Dialogue 1 At a Restaurant221

Dialogue 2 Chatting in the Bar221

Dialogue 3 At the Bar222

Classroom Activities223

Part Three Extended Reading224

Beverage Service224

Part Four Exercises225

Workshop Four English for Other Departments231

Unit 25 Sample Dialogues for Other Departments231

Dialogue 1 Health Club231

Dialogue 2 Business Centre231

Dialogue 3 Post Office232

Dialogue 4 Shopping232

Dialogue 5 BeautyParlor233

Appendix Commonly Used Words and Terms in Hotels234

Reference259