本书用英语系统地介绍了饭店各个部门的工作,并详细地总结了服务中可能遇到的各种情形,通俗、易懂、全面、实用,同时也增加了饭店经营过程中可能遇到的新知识,使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。
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书名 | 饭店英语(高职高专十一五规划教材)/旅游管理系列 |
分类 | 教育考试-大中专教材-成人教育 |
作者 | 李佳 |
出版社 | 化学工业出版社 |
下载 | ![]() |
简介 | 编辑推荐 本书用英语系统地介绍了饭店各个部门的工作,并详细地总结了服务中可能遇到的各种情形,通俗、易懂、全面、实用,同时也增加了饭店经营过程中可能遇到的新知识,使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。 内容推荐 本书用英语系统地介绍了饭店各个部门的工作,并详细地总结了服务中可能遇到的各种情形,通俗、易懂、全面、实用,同时也增加了饭店经营过程中可能遇到的新知识,使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。 目录 PART ONEFRONT DESK SERVICES Unit 1Reservation3 1 Accepting a Reservation3 2 The Hotel is fully Booked3 3 Changing the Reservation Date4 4 Cancelling the Reservation4 Unit 2Checkin9 1 Checking in for the Guest with Reservation9 2 Checking in for the Guest without Reservation9 3 Checking in for a Group10 4 No Reservation and the Hotel is fully Booked11 Unit 3Calling Service15 1 Paging a Guest15 2 Calling for the Guest15 3 Leaving a Message16 4 Placing Morning Calls16 Unit 4Exchanging Money21 1 Normal Procedure21 2 The Night Change Limits21 3 Cash a Check22 4 There’s No Full Exchange Service22 Unit 5Delivering Luggage25 1 At the Door25 2 After Checking in25 3 Arriving at the Room26 4 Delivering Bags to the Wrong Room26 5 Before Checking out27 Unit 6Information31 1 Giving Directions to the Hotel31 2 Giving Information31 3 Introducing about Entertainment in the Hotel32 4 About the Restaurants32 5 Where to Buy some Cigarettes33 Unit 7Checkout37 1 Paying in Cash37 2 Paying with Credit Cards37 3 Explaining the Bill38 4 The Hotel Doesn’t Accept Personal Checks38 Unit 8Other Services41 1 Greeting an Arriving Guest41 2 Depositing Bags41 3 Delivering Letters for the Guests42 4 When the Guests Want the Keys42 5 Booking a Plane Ticket43 PART TWOHOUSEKEEPING SERVICES Unit 1Floor Attendants47 1 Showing the Guests to their Rooms47 2 Introducing the Room Facilities47 3 About the Hotel Services48 Unit 2Chamber Service51 1 Cleaning the Room51 2 Asking for an Early Cleaning51 3 Turndown Service52 Unit 3Laundry Service57 1 Explaining Laundry Service57 2 Demanding Laundry Service57 3 Suggesting Express Laundry Service58 Unit 4Miscellaneous Services61 1 Providing Something Extra on Request61 2 Shopping for Guests61 3 About Room Service62 Unit 5Special Problems65 1 Babysitting Service65 2 Compensation65 3 A Sick Guest66 Unit 6Dealing with the Complaints69 1 Toilet Problem69 2 Television Problem69 3 The Air Conditioner is out of Work70 4 People Next Door are Noisy70 Unit 7Lost and Found75 1 My Necklace is Missing75 2 When the Guest has Checked out75 3 Mailing the Lost Property to its Owner76 4 Your Bag has been Found77 Unit 8Creating a Home away From Home79 1 A Birthday Party79 2 A Big Surprise79 3 Wish You a Pleasant Heart80 PART THREEFOOD & BEVERAGE SERVICES Unit 1Reserving a Table85 1 A Reservation for MrsDunlop85 2 Reserving a Banquet85 3 Overbooking86 Unit 2Seating Guests89 1 Seating the Guest with a Reservation89 2 Seating the Guest without a Reservation89 3 We Want a Larger Lazy Susan90 Unit 3Taking Orders93 1 Taking a la Carte Order93 2 Ordering Dinner for Two94 3 Ordering Breakfast94 Unit 4Serving Dishes99 1 A Chinese Banquet99 2 In the Coffee Shop100 3 At the Bar100 Unit 5Room Service105 1 Replenishing the MiniBar105 2 Ordering Room Service105 3 Sending the Ordered Meal to the Guest’s Room106 Unit 6Catering for Guests109 1 Having Birthday in China109 2 Enjoying Moon Cakes109 3 Arranging Special Food110 Unit 7Complaints115 1 Complaining about Dish115 2 We are in a Hurry115 3 Wrong Bill116 Unit 8Ways of Payment121 1 Paying by Cash121 2 Paying with the Credit Card121 3 Signing the Bill122 PART FOURAUXILIARY SERVICES Unit 1Services for Business129 1 Copying129 2 Fax Sending129 3 Sending Email130 4 Typing130 Unit 2Services for Meeting and Exhibition133 1 Booking a Meeting133 2 Arranging the Meeting Room133 3 Booking an Exhibition134 4 Handling the Urgent Needs135 Unit 3Services for Health139 1 Swimming139 2 Sauna Bath139 3 Bowling140 4 Body Building141 Unit 4Services for Recreation145 1 Night Club145 2 Dancing146 3 Seeing a Movie146 4 Comment on Sports147 Unit 5Services for Beauty151 1 Having a Hair Cut151 2 Having a Hair Done151 3 Having a Hair Dyed152 4 Having a Facial Treatment153 Unit 6Services for Shopping157 1 Choosing Silk Fabrics157 2 Chinese Culture and Tea157 3 Choosing Souvenir Gift158 4 Choosing Traditional Chinese Paintings159 Unit 7Services for Tourism163 1 Asking Information about Traveling163 2 Asking about the Sights163 3 Reserving a Natural Scenery Tour164 4 Arranging the Itinerary165 Unit 8Other Services169 1 Seeing the Doctor169 2 Ordering a Taxi170 3 Charging for Children170 4 A Guest with Animals171 Appendix ⅠA Welcome Letter from the Hotel Manger173 Appendix ⅡOnline Booking174 Appendix ⅢChinese Cuisine175 Appendix ⅣWestern Cuisine177 Appendix ⅤTerms of Room Services179 Reference181 |
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