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PARTⅠ PHONETIC REVISION AND COURTESY ENGLISH 第一部分 语音复习与礼貌用语1

Lesson One1

A．Phonetic Revision（Ⅰ ） 语音复习（1）1

B．Gettings 问候2

Lesson Two4

A．Phonetic Revision（Ⅱ） 语音复习（2）4

B．Getting Acquainted 结识5

A．Phonetic Revision（Ⅲ） 语音复习（3）7

Lesson Three7

B．Bidding Farewell 告别10

PARTⅡ FRONT OFFICE 第二部分 前台12

Lesson One Room Reservation 客房预订12

A．A Group Reservation 团体预订12

B．Bookikng a Room in Person 上门预订13

Lesson Two Welcoming and Seeing Off Guests 迎送客人13

A．Welcoming a Guest 迎客19

B．Seeing a Guest Off 送客20

A．Checking in a Guest 登记住店25

Lesson Three Registration 登记25

B．Receiving a Tour Group 团本登记26

Lesson Four At the Information Dest（Ⅰ ） 在问讯处（1）32

A．Showing the Way 指路32

B．Introducing Scenic Spots 景点介绍33

Lesson Five At the Information Desk（Ⅱ） 在问讯处（2）39

A．Mailing a Letter 寄信39

B．Is Mr Brown in Your Hotel？ 布朗先生在你旅馆吗？40

Lesson Six Ticket—booking Service 订票服务45

A．Booking Air Tickets 预订机票45

B．Booking Theatre Tickets 预订戏票46

Lesson Seven At the Exchange Counter 在外币兑换处51

A．Changing Some US Dollars 兑换美元51

B．Cashing Traveller's Checks 兑现为我旅行支票52

Lesson Eight Operator 接线员58

A．Taking a Message 转达口讯58

B．Making a Long Distance Call 打长途电话59

A．A Complaint about Baggage Delivering 投诉行李分送64

Lesson Nine Complaints 投诉64

B．A Complaint about Room Reservations 反诉客房预订65

Lesson Ten At the Cashier's Desk 在收银处71

A．Checking Out 结账商店71

B．A Miscalculation 账目有误72

PART Ⅲ THE HOUSEKEEPING DEPARTMENT 第三部分 客房部78

Lesson One Receiving Guests 迎客78

A．A Smiling Welcome 微笑相迎78

B．Hospitality Service 热情服务79

A．Making up the Room 收拾房间85

Lesson Two Chamber Service 客房服务85

B．Turn—down Service 做夜床86

Lesson Three Laundry Service 洗衣服务92

A．Taking about the Laundry Service 谈论洗衣服务92

B．Express Laundery Service 快洗服务93

Lesson Four Special Services 特殊服务99

A．Shopping for the Guest on Request 代客购物99

B．Door Knob Menu 挂门餐牌100

A．Repairing the TV Set 修理电视机106

Lesson Five Miscellaneous Services（Ⅰ ） 多项服务（1）106

B．Tending the Patient 照顾病人107

Lesson Six Miscellaneous Services（Ⅱ） 多项服务（2）113

A．Baby—sitting Service 托婴服务113

B．Offering Extra Service 提供额外服务114

Lesson Seven Extended Services 扩大服务119

A．Replenishing the Mini—bar 补充饮料119

B．Shining Shoes 擦鞋120

A．Complaining about Facilities 设施投诉125

Lesson eight Dealing with Complaints 解决投诉125

B．Complaining about Service 服务投诉126

Lesson Nine Damage Problems 赔偿131

A．Paying for the Damaged Suit 赔偿西装131

B．Paying for the Damaged Reading Lamp 赔偿台灯132

Lesson Ten Leaving the Hotel 离店137

A．A Morning Call 叫早服务137

B．Bidding Farewell 告别138

A．Seating Guests 安排就座144

Lesson One Receiving Guests 迎客144

PART Ⅳ FOOD AND BEVERAGE DEPARTMENT 第四部分 餐饮部144

B．At a Crowded Restaurant 餐厅客满145

Lesson Two Chinese Food 中餐152

A．Talking about Chinese Food 中餐介绍152

B．Recommending Sichuan Dishes 推荐川菜153

Lesson Three Western Food 西餐160

A．Western Food— — —Dishes 西餐—菜肴160

B．Western Food— — —Desserts 西餐—甜食161

A．Chinese Wine 中国酒168

Lesson Four Wine Order 点酒168

B．Foreign Wine 洋酒169

Lesson Five Breakfast 早餐175

A．Chinese Breadfast 中式早餐175

B．Western Breakfast 西式早餐175

Lesson Six Reservation 订座183

A．Telephone Reservation 电话订座183

B．Dealing with a Complaint about Reservation 处理有关订座投诉184

A．Serving Longevity Noodles 长寿面190

Lesson Seven Birthday Party 生日宴会190

B．Serving Birthday Cake 生日蛋糕191

Lesson Eight Banquet 宴会198

A．Banquet Reservation 酒席预定198

B．Talking about Banquet Menu 讨论酒席菜单199

Lesson Nine Special Service 特殊服务206

A．Looking for Something Missing 寻找失物206

B．Serving Moslems 为穆斯林服务207

Lesson Ten Room Service 客房用餐服务213

A．Taking Orders 接受预定213

B．Delivering Breakfast 送餐到客房214

Lesson Eleven Complaints 投诉220

A．Complaining about Stale Food 投诉食物不新鲜220

Lesson Twelve Paying the Bill（Ⅰ）付帐（1）220

B．Complaining about Slow Service 投诉服务迟缓221

A．Paying in Cash 现金支付227

B．Paying with a Credit Card 信用卡支付228

A．Singing a Bill 签单234

Lesson Thirteen Paying the Bill（Ⅱ） 付帐（2）234

B．A Miscalculation on the Bill 帐单有误235

Lesson Fourteen At the Bar 在酒吧241

A．Happy Hours 快乐时光241

B．Talking about Mixing a Cocktail 谈论如何调制鸡蛋尾酒242

PART Ⅴ RECREATION CENTRE 第五部分 康乐部247

Lesson One Entertainment 文娱247

A．At the Karaoke Bar 在卡拉OK吧247

B．At the Ball Room 在舞厅249

Lesson Two Sports 体育259

A．At the Indoor Swimming Pool 在 室内游泳池259

B．At the Gymnasium 在健身房260

Lesson Three Hair Dressing 理发270

A．At the Barber's 在男宾部270

B．At the Beauty Parlor 在女宾部271

PART Ⅵ SHOPPING ARCADE 第六部分 商场部279

Lesson One At the Jewelry and Crafts Department 在珠宝和工艺品部279

A．Jewelry 珠宝279

B．Arts and Crafts 工艺品280

A．Silk and Satin 绸缎288

Lesson Two At the Textile and Knitwear Department 在纺织品部288

B．Fashion 时装289

Lesson Three At the Medicine and Foodstuff Department 在药品与食品部298

A．Tonics 补药298

B．Chinese Tea 中国茶叶299

Lesson Four At the Enamel,Pottery and Porcelain Ware Department 在搪瓷、陶瓷部308

A．Cloisonne Ware 景泰蓝308

B．Pottery and Porcelain Ware 陶瓷哭皿309

A．Papercuts and Picture Postcards 剪纸与风景明信片319

Lesson Five At the Tourist Souvenirs Department 在旅游纪念品部319

B．Theatrical Masks and Clay Figurines 戏剧面具和泥塑小像320

Lesson Six At Chinese Painting,Calligraphy,Seal Carving and Stationery Department 在中国书画、篆刻及文具部330

A．Traditional Chinese Paintings 中国画330

B．The Four Treasures of the Study 文房四宝332

APPENDIX Ⅰ HOTEL BROCHURES 附录一 宾馆简介343

APPENDIX Ⅱ HOTEL FORMS 附录二 宾馆各种表格349

APPENDIX Ⅲ RESTURANT TERMS 附录三 餐厅专用词汇353

APPENDIX Ⅳ FESTIVALS 附录四 节日358