现在，随着国际观光业日益发达以及中国旅游业的发展，都促使着中国的饭店服务在不断进步。而作为旅客的我们，也在不断接触国外环境的同时，和英语亲密接触。在饭店里，接触英语和使用英语已经成为必须。本书充实的内容由研习英语多年的专业人士校正、审定，“入行基本功”的对话由资深美籍录音员模拟实际情境录音而成，不夸张地说，本书绝对是你随身学习与出国旅游的好帮手！

总编审序

前言

Chapter 1 Introduction 饭店这一行

入行基本功

Hotel organization 饭店组织

Hotel staff 饭店人员

Useful vocabulary 其他词汇

换你做做看

Chapter 2 Making Reservations 订房

入行基本功

Reservation made oveF the phone电话订房

When the loom is not available房位不足

When the hotel is fully booked订房已满

Handling cancellations取消订房

进阶看家本领

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Chapter 3 Reception: Check in 接待：住宿登记

入行基本功

Checking in住房登记

Confirming payment确认结账

Handling reservation mistakes处理订房错误

Directing the guest to his／her room引领客人入房

进阶看家本领

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Chapter 4 Bell Service 门房服务

入行基本功

Delivery of luggage to room送行李到房间

Handling luggage problems(phone conversation)处理行李问题(电话应答)

Explaining hotel services to guests向客人解说饭店各项服务

Bringing down the luggage提送行李下楼

进阶看家本领

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Chapter 5 Reception: Giving Information 柜台：提供资讯

入行基本功

Giving directions inside the hotel为客人指示饭店内方向

Protecting guest privacy保护客人的隐私

Giving information to hotel visitors为来访者提供资讯

Taking a message for a guest代客人留言

进阶看家本领

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Chapter 6 Housekeeping 房务管理

入行基本功

Items in the hotel room客房内的各项用品

Offering laundry services提供洗衣服务

Offering to clean a guest's room提供客房整理服务

Inquiring about lost items询问遗失物品

Handling delivery mistakes处理误送物品

进阶看家本领

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Chapter 7 Dealing with Complaints 处理抱怨

入行基本功

Complaints about room temperature抱怨客房室温

Complaints about broken equipment抱怨设备故障

Complaints about the neighbors抱怨邻居

Complaints about damaged laundry抱怨送洗衣物的损坏

进阶看家本

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Chapter 8 Telephone Operators 总机人员

入行基本功

Transfering calls转接电话

When the reservation desk is not available订房柜台忙碌时

Taking messages for guests为客人留言

Paging a guest呼叫客人

进阶看家本领

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……

Chapter 9 Business Center 商务中心

Chapter 10 Hotel Safety 饭店安全

Chapter 11 Greeting and Seating 招呼与安排客人入座

Chapter 12 At the Table 餐桌上

Chapter 13 Breakfast,Lunch and Dinner 早餐、午餐和晚餐

Chapter 14 Taking Orders and Service during the Meal 请客人点菜和服侍用餐