飯店英語

飯店英語

本書用英語系統地介紹了飯店各個部門的工作，並詳細地總結了服務中可能遇到的各種情形，通俗、易懂、全面、實用，同時也增加了飯店經營過程中可能遇到的新知識，使教材更貼近現代飯店服務的需要。全書共分四部分——前台服務、客房服務、餐飲服務和其他服務。

目錄

Unit1Reservation3

1AcceptingaReservation3

2TheHotelisfullyBooked3

3ChangingtheReservationDate4

4CancellingtheReservation4

Unit2Checkin9

1CheckinginfortheGuestwithReservation9

2CheckinginfortheGuestwithoutReservation9

3CheckinginforaGroup10

4NoReservationandtheHotelisfullyBooked11

Unit3CallingService15

1PagingaGuest15

2CallingfortheGuest15

3LeavingaMessage16

4PlacingMorningCalls16

Unit4ExchangingMoney21

1NormalProcedure21

2TheNightChangeLimits21

3CashaCheck22

4There’sNoFullExchangeService22

Unit5DeliveringLuggage25

1AttheDoor25

2AfterCheckingin25

3ArrivingattheRoom26

4DeliveringBagstotheWrongRoom26

5BeforeCheckingout27

Unit6Information31

1GivingDirectionstotheHotel31

2GivingInformation31

3IntroducingaboutEntertainmentintheHotel32

4AbouttheRestaurants32

5WheretoBuysomeCigarettes33

Unit7Checkout37

1PayinginCash37

2PayingwithCreditCards37

3ExplainingtheBill38

4TheHotelDoesn’tAcceptPersonalChecks38

Unit8OtherServices41

1GreetinganArrivingGuest41

2DepositingBags41

3DeliveringLettersfortheGuests42

4WhentheGuestsWanttheKeys42

5BookingaPlaneTicket43

PARTTWOHOUSEKEEPINGSERVICES

Unit1FloorAttendants47

1ShowingtheGueststotheirRooms47

2IntroducingtheRoomFacilities47

3AbouttheHotelServices48

Unit2ChamberService51

1CleaningtheRoom51

2AskingforanEarlyCleaning51

3TurndownService52

Unit3LaundryService57

1ExplainingLaundryService57

2DemandingLaundryService57

3SuggestingExpressLaundryService58

Unit4MiscellaneousServices61

1ProvidingSomethingExtraonRequest61

2ShoppingforGuests61

3AboutRoomService62

Unit5SpecialProblems65

1BabysittingService65

2Compensation65

3ASickGuest66

Unit6DealingwiththeComplaints69

1ToiletProblem69

2TelevisionProblem69

3TheAirConditionerisoutofWork70

4PeopleNextDoorareNoisy70

Unit7LostandFound75

1MyNecklaceisMissing75

2WhentheGuesthasCheckedout75

3MailingtheLostPropertytoitsOwner76

4YourBaghasbeenFound77

Unit8CreatingaHomeawayFromHome79

1ABirthdayParty79

2ABigSurprise79

3WishYouaPleasantHeart80

PARTTHREEFOOD&BEVERAGESERVICES

Unit1ReservingaTable85

1AReservationforMrsDunlop85

2ReservingaBanquet85

3Overbooking86

Unit2SeatingGuests89

1SeatingtheGuestwithaReservation89

2SeatingtheGuestwithoutaReservation89

3WeWantaLargerLazySusan90

Unit3TakingOrders93

1TakingalaCarteOrder93

2OrderingDinnerforTwo94

3OrderingBreakfast94

Unit4ServingDishes99

1AChineseBanquet99

2IntheCoffeeShop100

3AttheBar100

Unit5RoomService105

1ReplenishingtheMiniBar105

2OrderingRoomService105

3SendingtheOrderedMealtotheGuest’sRoom106

Unit6CateringforGuests109

1HavingBirthdayinChina109

2EnjoyingMoonCakes109

3ArrangingSpecialFood110

Unit7Complaints115

1ComplainingaboutDish115

2WeareinaHurry115

3WrongBill116

Unit8WaysofPayment121

1PayingbyCash121

2PayingwiththeCreditCard121

3SigningtheBill122

PARTFOURAUXILIARYSERVICES

Unit1ServicesforBusiness129

1Copying129

2FaxSending129

3SendingEmail130

4Typing130

Unit2ServicesforMeetingandExhibition133

1BookingaMeeting133

2ArrangingtheMeetingRoom133

3BookinganExhibition134

4HandlingtheUrgentNeeds135

Unit3ServicesforHealth139

1Swimming139

2SaunaBath139

3Bowling140

4BodyBuilding141

Unit4ServicesforRecreation145

1NightClub145

2Dancing146

3SeeingaMovie146

4CommentonSports147

Unit5ServicesforBeauty151

1HavingaHairCut151

2HavingaHairDone151

3HavingaHairDyed152

4HavingaFacialTreatment153

Unit6ServicesforShopping157

1ChoosingSilkFabrics157

2ChineseCultureandTea157

3ChoosingSouvenirGift158

4ChoosingTraditionalChinesePaintings159

Unit7ServicesforTourism163

1AskingInformationaboutTraveling163

2AskingabouttheSights163

3ReservingaNaturalSceneryTour164

4ArrangingtheItinerary165

Unit8OtherServices169

1SeeingtheDoctor169

2OrderingaTaxi170

3ChargingforChildren170

4AGuestwithAnimals171

AppendixⅠAWelcomeLetterfromtheHotelManger173

AppendixⅡOnlineBooking174

AppendixⅢChineseCuisine175

AppendixⅣWesternCuisine177

AppendixⅤTermsofRoomServices179

Reference181