饭店英语
2007-1
化学工业
李佳
181
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。本教材适用于高职高专广大旅游专业学生，以及有志于从事和现已从事旅游服务工作的人员。
PART ONE FRONT DESK SERVICES Unit 1 Reservation ? 1 Accepting a Reservation ? 2 The Hotel is fully Booked ? 3 Changing the Reservation Date ? 4 Cancelling the Reservation Unit 2 Check?in ? 1 Checking in for the Guest with Reservation ? 2 Checking in for the Guest without Reservation ? 3 Checking in for a Group ? 4 No Reservation and the Hotel is fully Booked Unit 3 Calling Service 1 Paging a Guest ? 2 Calling for the Guest ? 3 Leaving a Message ? 4 Placing Morning Calls Unit 4 Exchanging Money ? 1 Normal Procedure ? 2 The Night Change Limits ? 3 Cash a Check ? 4 There’s No Full Exchange Service Unit 5 Delivering Luggage ? 1 At the Door ? 2 After Checking in ? 3 Arriving at the Room ? 4 Delivering Bags to the Wrong Room ? 5 Before Checking out Unit 6 Information ? 1 Giving Directions to the Hotel ? 2 Giving Information ? 3 Introducing about Entertainment in the Hotel ? 4 About the Restaurants ? 5 Where to Buy some Cigarettes Unit 7 Check?out ? 1 Paying in Cash ? 2 Paying with Credit Cards ? 3 Explaining the Bill ? 4 The Hotel Doesn’t Accept Personal Checks Unit 8 Other Services ? 1 Greeting an Arriving Guest ? 2 Depositing Bags ? 3 Delivering Letters for the Guests ? 4 When the Guests Want the Keys ? 5 Booking a Plane Ticket PART TWO HOUSEKEEPING SERVICES Unit 1 Floor Attendants ? 1 Showing the Guests to their Rooms ? 2 Introducing the Room Facilities ? 3 About the Hotel Services Unit 2 Chamber Service 1 Cleaning the Room ? 2 Asking for an Early Cleaning ? 3 Turn?down Service Unit 3 Laundry Service ? 1 Explaining Laundry Service ? 2 Demanding Laundry Service ? 3 Suggesting Express Laundry Service Unit 4 Miscellaneous Services ? 1 Providing Something Extra on Request ? 2 Shopping for Guests ? 3 About Room Service Unit 5 Special Problems ? 1 Babysitting Service ? 2 Compensation ? 3 A Sick Guest Unit 6 Dealing with the Complaints ? 1 Toilet Problem ? 2 Television Problem ? 3 The Air Conditioner is out of Work ? 4 People Next Door are Noisy Unit 7 Lost and Found ? 1 My Necklace is Missing ? 2 When the Guest has Checked out ? 3 Mailing the Lost Property to its Owner ? 4 Your Bag has been Found Unit 8 Creating a Home away From Home ? 1 A Birthday Party ? 2 A Big Surprise ? 3 Wish You a Pleasant Heart PART THREE FOOD ＆ BEVERAGE SERVICES Unit 1 Reserving a Table ? 1 A Reservation for Mrs?Dunlop ? 2 Reserving a Banquet ? 3 Overbooking Unit 2 Seating Guests ? 1 Seating the Guest with a Reservation ? 2 Seating the Guest without a Reservation ? 3 We Want a Larger Lazy Susan Unit 3 Taking Orders ? 1 Taking a la Carte Order ? 2 Ordering Dinner for Two ? 3 Ordering Breakfast Unit 4 Serving Dishes ? 1 A Chinese Banquet ? 2 In the Coffee Shop ? 3 At the Bar Unit 5 Room Service ? 1 Replenishing the Mini?Bar ? 2 Ordering Room Service ? 3 Sending the Ordered Meal to the Guest’s Room Unit 6 Catering for Guests ? 1 Having Birthday in China ? 2 Enjoying Moon Cakes ? 3 Arranging Special Food Unit 7 Complaints ? 1 Complaining about Dish ? 2 We are in a Hurry ? 3 Wrong Bill Unit 8 Ways of Payment ? 1 Paying by Cash ? 2 Paying with the Credit Card ? 3 Signing the Bill PART FOUR AUXILIARY SERVICES Unit 1 Services for Business ? 1 Copying ? 2 Fax Sending ? 3 Sending E?mail ? 4 Typing Unit 2 Services for Meeting and Exhibition ? 1 Booking a Meeting ? 2 Arranging the Meeting Room ? 3 Booking an Exhibition ? 4 Handling the Urgent Needs Unit 3 Services for Health ? 1 Swimming ? 2 Sauna Bath ? 3 Bowling ? 4 Body Building Unit 4 Services for Recreation ? 1 Night Club ? 2 Dancing ? 3 Seeing a Movie ? 4 Comment on Sports Unit 5 Services for Beauty ? 1 Having a Hair Cut ? 2 Having a Hair Done ? 3 Having a Hair Dyed ? 4 Having a Facial Treatment Unit 6 Services for Shopping ? 1 Choosing Silk Fabrics ? 2 Chinese Culture and Tea ? 3 Choosing Souvenir Gift ? 4 Choosing Traditional Chinese Paintings Unit 7 Services for Tourism ? 1 Asking Information about Traveling ? 2 Asking about the Sights ? 3 Reserving a Natural Scenery Tour ? 4 Arranging the Itinerary Unit 8 Other Services ? 1 Seeing the Doctor 2 Ordering a Taxi ? 3 Charging for Children ? 4 A Guest with Animals AppendixⅠ A Welcome Letter from the Hotel Manger AppendixⅡ Online Booking AppendixⅢ Chinese Cuisine AppendixⅣ Western Cuisine AppendixⅤ Terms of Room Services Reference
前言 随着我国旅游事业的飞速发展，越来越多的外国游客来到我们这个拥有五千年历史的文明古国。作为窗口行业，饭店业发展迅速，各家饭店对工作人员的外语水平要求也越来越高，而英语是世界上最活跃的交际语言，所以学好《饭店英语》显得尤为重要。本书注重用简洁的英语进行编写，共分四个部分——前台服务（李佳编）、客房服务（王薇编）、餐饮服务（王丽华编）和其他服务（刘雅婧编），系统地介绍了饭店各个部门的工作，并详细地总结了饭店服务中可能遇到的各种情形。本教材注重口语训练，通过本教材的讲解宜于学生应用能力的培养，本教材中列举了大量需要背诵、模仿的句型，通过进行角色表演可训练学生的听力和口语能力。此外，通过反复大量的练习，可熟练掌握饭店管理中的常用英语语句。避免用教精读的办法教口语，更不要纠缠语法和词法。在编写过程中，我们参阅了有关书籍，力求达到通俗、易懂、全面、实用，使教材更贴近现在饭店服务的需要，但由于时间所限，难免存在不妥之处，诚恳希望使用者提出宝贵意见，以便再版时补充提高。本书编者衷心希望这本《饭店英语》能够帮助广大旅游专业学生以及有志于从事和现已从事旅游服务工作的人员学习和使用英语，争取早日提高技能，做好饭店及旅游服务管理工作。本书在编写过程中得到了河北旅游职业学院各级领导的大力支持，同时本书的主审王学艺先生以及参编教师王丽萍、王秀芳也给予了我们很多的帮助，谨在此一并表示感谢。 编者 2007年1月
