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初级篇1

Part Ⅰ ELEMENTARY COURTESY ENGLISH FOR HOTEL STAFF 酒店员工基础礼貌用语1

Unit 1 Welcome,Greeting,and Farewell 欢迎、问候和告别3

Section A Phonetics 语音3

Section B Listening and Speaking 听与说4

1-1 Expressing Welcome 欢迎4

1-2 Expressing Greeting 问候4

1-3 Expressing Farewell 告别6

Unit 2 Thanks,Apologies,and Best Wishes 感谢、道歉和祝福8

Section A Phonetics 语音8

Section B Listening and Speaking 听与说9

2-1 Expressing Thanks 感谢9

2-2 Expressing Apologies 道歉10

2-3 Expressing Best Wishes 祝福11

Unit 3 Permission,Acceptance or Refusal 允许、接受或拒绝15

Section A Phonetics 语音15

Section B Listening and Speaking 听与说16

3-1 Asking for Permission 请求允许16

3-2 Acceptance or Refusal 接受或拒绝16

Unit 4 Attitudes 态度20

Section A Phonetics 语音20

Section B Listening and Speaking 听与说21

4-1 Agreement or Disagreement 同意或不同意21

4-2 Expressing Suggestions 建议21

Unit 5 Emotions 情感25

Section A Phonetics 语音25

Section B Listening and Speaking 听与说26

5-1 Asking Satisfaction or Dissatisfaction 询问满意或不满意26

5-2 Reassurance and Sympathy 安慰和同情27

5-3 Worries and Regrets 忧虑和遗憾28

Part Ⅱ ELEMENTARY SERVICE ENGLISH FOR HOTEL STAFF 酒店员工基础服务英语31

Unit 1 At Front Office 前厅部日常服务用语33

Section A Phonetics 语音33

Section B Listening and Speaking 听与说34

1-1 Check-in Service 入住服务34

1-2 Check-out Service 结账服务35

Unit 2 At Housekeeping Department 客房部日常服务用语39

Section A Phonetics 语音39

Section B Listening and Speaking 听与说41

2-1 Showing a Guest to His/Her Room 引客进房41

2-2 Asking to Clean the Room 要求清理房间41

Unit 3 At Food＆Beverage Department 餐饮部日常服务用语44

Section A Phonetics 语音44

Section B Listening and Speaking 听与说45

3-1 Expressing Welcome 欢迎45

3-2 Food and Beverage Reservation 餐饮预订47

Unit 4 At Shopping Center 商场部日常服务用语51

Section A Phonetics 语音51

Section B Listening and Speaking 听与说52

4-1 When a Guest is Asking for Directions 宾客问路52

4-2 Shopping Service 购物服务53

Unit 5 At Recreational Center 娱乐部日常服务用语56

Section A Phonetics 语音56

Section B Listening and Speaking 听与说57

5-1 Receiving Telephone Enquiries 受理电话咨询57

5-2 Service at Recreational Center 娱乐部日常服务58

中级A篇63

Part Ⅲ THE FRONT OFFICE DEPARTMENT 前厅部63

INTRODUCTION 导言64

Unit 1 Room Reservation 客房预订65

Section A Listening and Speaking 听与说65

1-1 Independent Reservation 散客预订65

1-2 Group Reservation 团队预订67

Section B Supplementary Reading 补充阅读70

Unit 2 Receiving Guests 接待客人72

Section A Listening and Speaking 听与说72

2-1 Checking in for Independent Guests 散客入住72

2-2 Checking in for Groups 团队入住74

Section B Supplementary Reading 补充阅读76

Unit 3 The Bellman 行李员77

Section A Listening and Speaking 听与说77

3-1 Baggage Delivery 搬运行李77

3-2 Hotel Facilities and Services Introduction 酒店设施与服务介绍79

Section B Supplementary Reading 补充阅读81

Unit 4 Information Service 问讯服务83

Section A Listening and Speaking 听与说83

4-1 Showing the Way 指路83

4-2 Mail Service 邮寄服务85

Section B Supplementary Reading 补充阅读87

Unit 5 Operator Service 接线员服务89

Section A Listening and Speaking 听与说89

5-1 Taking a Message 电话留言89

5-2 Making an IDD Call 国际直拨长途电话91

Section B Supplementary Reading 补充阅读94

Unit 6 The Cashier 收银员96

Section A Listening and Speaking 听与说96

6-1 Foreign Currency Exchange 外币兑换96

6-2 Checking Out 结账98

Section B Supplementary Reading 补充阅读101

Part Ⅳ THE HOUSEKEEPING DEPARTMENT 客房部103

INTRODUCTION 导言104

Unit 1 Floor Attendant 楼层服务员105

Section A Listening and Speaking 听与说105

1-1 Introducing the Room Facilities 介绍客房设施105

1-2 Equipment Rental 设备出租108

Section B Supplementary Reading 补充阅读110

Unit 2 Chamber Service 客房服务112

Section A Listening and Speaking 听与说112

2-1 Making up the Rooms 整理房间112

2-2 Maintenance Service 维修服务114

Section B Supplementary Reading 补充阅读116

Unit 3 Personal Service 个人服务118

Section A Listening and Speaking 听与说118

3-1 Laundry Service 洗衣服务118

3-2 Room Service 客房用餐120

Section B Supplementary Reading 补充阅读123

Unit 4 Dealing with Emergency 处理紧急事件126

Section A Listening and Speaking 听与说126

4-1 In-house Doctor 店内医生126

4-2 Lost and Found 失物招领128

Section B Supplementary Reading 补充阅读131

Part Ⅴ FOOD＆BEVERAGE DEPARTMENT 餐饮部133

INTRODUCTION 导言134

Unit 1 Taking a Telephone Reservation 接受电话预订135

Section A Listening and Speaking 听与说135

1-1 Booking Seats 预订座位135

1-2 Reserving Banquets 宴会预订137

Section B Supplementary Reading 补充阅读140

Unit 2 Seating the Diners 顾客就座142

Section A Listening and Speaking 听与说142

2-1 Seating the Guests with Reservation 预订顾客就餐142

2-2 No Seat is Available 没有空位144

Section B Supplementary Reading 补充阅读146

Unit 3 Taking Orders 点菜148

Section A Listening and Speaking 听与说148

3-1 Western Dinner 西餐148

3-2 Chinese Food 中餐150

Section B Supplementary Reading 补充阅读153

Unit 4 Serving Dishes＆Settling Accounts 上菜和结账155

Section A Listening and Speaking 听与说155

4-1 Serving Dishes 上菜155

4-2 Settling Accounts 结账157

Section B Supplementary Reading 补充阅读159

Unit 5 At the Bar 在酒吧161

Section A Listening and Speaking 听与说161

5-1 Foreign Liquors and Wines 洋酒161

5-2 Chinese Liquors and Wines 中国酒163

Section B Supplementary Reading 补充阅读166

中级B篇169

Part Ⅵ BUSINESS CENTER 商务中心169

INTRODUCTION 导言170

6-1 Fax 传真服务171

6-2 Hiring 租用服务173

Part Ⅶ HEALTH CENTER 康乐中心177

INTRODUCTION 导言178

7-1 Talking about Health Club Facilities 谈论俱乐部健身设施179

7-2 Introducing Hotel Sauna Service 介绍酒店桑拿服务181

Part Ⅷ CONFERENCE CENTER 会务中心183

INTRODUCTION 导言184

8-1 Conference Room Facilities 会议室设施185

8-2 Conference Room Maintenance 会议室维护187

Part Ⅸ CULTURAL AND RECREATIONAL CENTER 文化娱乐中心191

INTRODUCTION 导言192

9-1 At the Ball Room 舞厅193

9-2 At the Karaoke Bar 卡拉OK厅197

Part Ⅹ TRAVEL SERVICE 旅游服务205

INTRODUCTION 导言206

10-1 Travel Agency 旅行社207

10-2 Travel Tips 旅行指南210

高级篇215

Part Ⅺ HOTEL MANAGEMENT 酒店管理215

INTRODUCTION 导言216

Unit 1 Public Relations 公共关系217

Section A Listening and Speaking 听与说217

1-1 Arranging for a Conference 安排会议217

1-2 Collecting Comments and Suggestions 收集意见和建议218

Section B Supplementary Reading 补充阅读220

Unit 2 Settling Complaints 解决投诉223

Section A Listening and Speaking 听与说223

2-1 Dealing with a Difficult Guest 与难对付的客人打交道223

2-2 Handling a Complaint 处理投诉224

Section B Supplementary Reading 补充阅读226

Unit 3 Interview and Orientation 面试和迎新培训230

Section A Listening and Speaking 听与说230

3-1 Interview 面试230

3-2 Orientation 迎新培训231

Section B Supplementary Reading 补充阅读233

Unit 4 At the Manager's Office 经理办公室237

Section A Listening and Speaking 听与说237

4-1 Morning Briefing 早晨例会237

4-2 Negotiation 谈判238

Section B Supplementary Reading 补充阅读240

附录一 常见中西餐菜谱名称244

附录二 酒店机构表258

附录三 《酒店英语》培训指导与建议260