郑坤丹主编的《饭店服务英语(附光盘全国高等职业教育旅游管理专业精品系列教材)》旨在让我们的酒店从业人员都能用英语进行最基本的交流,从而在各自的岗位上,尽显自己的才能,为培养酒店业急需的新一代高级服务人才略尽绵薄之力,使流利的语言服务为娴熟的职业技能锦上添花,从而为宾客提供高品质的服务。
Part One An Introduction to Hotels
Part Two Hotel Services
Chapter 1 Front Office and Its Sections
Unit 1 Front Office Department
Unit 2 Room Reservation
Unit 3 Bell and Concierge Service
Unit 4 Check-in Service
Unit 5 Cashier's Service
Unit 6 Check-out
Chapter 2 Housekeeping
Unit 1 About Housekeeping
Unit 2 Regular Services
Unit 3 Showing the Room
Unit 4 Cleaning the Room
Unit 5 Laundry Service
Unit 6 Room Service
Unit 7 Personalized Service
Unit 8 Emergency
Chapter 3 Food & Beverage
Unit 1 About Food & Beverage Services
Unit 2 Taking Table Reservations
Unit 3 Greeting the Guests
Unit 4 Taking Orders
Unit 5 Serving Dishes
Unit 6 Bar Service
Unit 7 Paying the Bill
Chapter 4 Health and Recreation Club
Unit 1 About the Health & Recreation Club
Unit 2 Swimming, Golf, and Karaoke Service
Chapter 5 Business Center
Unit 1 Secretarial Services
Unit 2 Providing Information
Unit 3 Convention Services
Unit 4 Ticket Services
Chapter 6 Other Services
Unit 1 Shopping
Unit 2 Telephone
Unit 3 At the Cloakroom
Unit 4 Dealing with Complaints
Part Three Appendices
Appendix I Names of Hotel Departments
Appendix II Positions in Hotel Departments
Appendix III Room Tariff Sample
Appendix IV Commonly Used Words in Restaurant
Appendix V Name, Symbol or Abbreviation of Common Currencies
Appendix VI Commonly Used Expressions in Beauty Parlors
Appendix VII World Time ~ Beijing Time
Appendix VIII Public Notice in English
Appendix IX World Airlines
Appendix X Domestic Airlines
Appendix XI Traditional Festivals
Appendix X]I Expressions for Hotel Introduction
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