本书是“十二五”职业教育国家规划教材，是根据饭店业相关职业岗位群的实际工作需要，从切实提高饭店服务人员的英语语言交际能力出发进行构思、设计和编写的，形式新颖、选材独到、内容丰富、语言规范、针对性强，对高职高专院校饭店管理与服务专业学生英语语言交际能力的强化训练具有较高的实用价值。
全书设4个专题共25个单元，每个单元包括单元要点、模拟训练、拓展阅读、综合练习4个部分。书后附有饭店服务英语常用专业词汇。本书配有音频二维码，扫描后可直接播放，作为听、说训练素材。本书还有酒店管理专业微信教学平台、Abook数字课程及智能备课系统作为资源支撑，助力本专业信息化教学，具体获取方式请见“郑重声明”页的资源服务提示。
- 前言
- Workshop One English for Front Office
- Unit 1 Room Reservation
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 FIT Reservation (Basic Procedures )
- Dialogue 2 A Group Reservation
- Dialogue 3 We Are Fully Booked
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 2 Reception
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 A Guest with Advance Reservation Checks in
- Dialogue 2 Registering a Tour Group
- Dialogue 3 Receiving a Walk-in Guest
- ◆ Classroom Activities
- Part Three Extended Reading
- What Should Hotel Receptionist Do?
- Part Four Exercises
- Unit 3 Bell Service
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Receiving a Guest & Bringing Him to His Room
- Dialogue 2 Running Errands for Guests
- Dialogue 3 Getting Down the Luggage before the Guests Check Out
- Dialogue 4 Hiring a Taxi
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 4 Money Exchange
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Normal Transaction
- Dialogue 2 The Night Change Limits
- Dialogue 3 A Guest Wants to Change Traveler’s Checks
- ◆ Classroom Activities
- Part Three Extended Reading
- The Accounting Department
- Part Four Exercises
- Unit 5 Telephone Operator
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 An Overseas Call
- Dialogue 2 Morning Call
- Dialogue 3 Taking a Message
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 6 Information
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Inquiring about Telephone Fee
- Dialogue 2 Giving Information
- Dialogue 3 Posting a Letter
- ◆ Classroom Activities
- Part Three Extended Reading
- Ways of Categorizing Hotels
- Part Four Exercises
- Unit 7 Complaints
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Misunderstandings at the Front Desk
- Dialogue 2 All Is a Mess
- Dialogue 3 Changing a Room
- Dialogue 4 Missing
- ◆ Classroom Activities
- Part Three Extended Reading
- How to Deal with Complaints?
- Part Four Exercises
- Unit 8 Paying the Bill and Checking out
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Paying by Credit Card
- Dialogue 2 Paying Cash in U.S. Dollars
- Dialogue 3 Checking out
- ◆ Classroom Activities
- Part Three Extended Reading
- What Does a Cashier Pay Attention to?
- Part Four Exercises
- Workshop Two English for Housekeeping Department
- Unit 9 Room Cleaning
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Housekeeping (Basic Procedures)
- Dialogue 2 Being Asked to Clean the Room Earlier
- Dialogue 3 Turn-down Service
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 10 Guests’ Requests
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Baby sitting Service
- Dialogue 2 Asking for an Extra Bed
- Dialogue 3 Borrowing Something
- ◆ Classroom Activities
- Part Three Extended Reading
- Some Other Hotel Services
- Part Four Exercises
- Unit 11 Laundry and Valet Service
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Taking Laundry
- Dialogue 2 Express Laundry Service
- Dialogue 3 Damage Problems
- Dialogue 4 Delivering Laundry by Mistake
- ◆ Classroom Activities
- Part Three Extended Reading
- What Do Customers Really Want?
- Part Four Exercises
- Unit 12 Room Service
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 The Procedure of Room Service
- Dialogue 2 Ordering Breakfast
- ◆ Classroom Activities
- Part Three Extended Reading
- How to Meet Guests’ Needs?
- Part Four Exercises
- Unit 13 Lost and Found
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 My Camera Is Missing
- Dialogue 2 Mailing the Lost Property to Its Owner
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 14 Damage and Compensation
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Damage
- Dialogue 2 Compensation
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 15 Problems and Maintenance
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Television Problems
- Dialogue 2 The Smoke Detector Is Flashing
- Dialogue 3 There Is Something Wrong with the Toilet
- Dialogue 4 People Next Door Are Very Noisy
- Dialogue 5 The Light Is Too Dim
- Dialogue 6 The Air Conditioner Problems
- Part Three Extended Reading
- Part Four Exercises
- Workshop Three English for Food and Beverage Department
- Unit 16 Table Reservation
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Accepting a Reservation
- Dialogue 2 Requests Unable to Be Satisfied
- ◆ Classroom Activities
- Part Three Extended Reading
- Food and Beverage Department
- Part Four Exercises
- Unit 17 Receiving Diners
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Seating Guests
- Dialogue 2 There Isn’t a Table
- Dialogue 3 Seating Walk-in Guests
- ◆ Classroom Activities
- Part Three Extended Reading
- Restaurants Categorized by Services
- Part Four Exercises
- Unit 18 Taking Orders and Recommendations
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 What Would You Like to Order?
- Dialogue 2 Recommendation
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 19 Chinese Food Restaurant
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 A Chinese Breakfast
- Dialogue 2 Introducing Chinese Food
- Dialogue 3 Ordering a Chinese Dinner
- Dialogue 4 A Special Meal
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 20 Western Food Restaurant
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Having the Continental Breakfast
- Dialogue 2 At the Western Restaurant
- Dialogue 3 Western Food
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 21 Buffet and Coffee Shop
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Buffet
- Dialogue 2 At Coffee Shop
- Dialogue 3 Coffee Break
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 22 Complaints
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 Complaints about Food (Ⅰ)
- Dialogue 2 Complaints about Food (Ⅱ)
- Dialogue 3 Complaints about Service (Ⅰ)
- Dialogue 4 Complaints about Service (Ⅱ)
- ◆ Classroom Activities
- Part Three Extended Reading
- Learn to Be Good at Conversation
- Part Four Exercises
- Unit 23 Payment
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 By Credit Card
- Dialogue 2 By Traveler’s Checks
- ◆ Classroom Activities
- Part Three Extended Reading
- Personnel Structure in the Food Service Industry
- Part Four Exercises
- Unit 24 Beverage Service
- Part One Key Points for Teaching, Learning & Assessment in the Unit
- ◆ Learning Objectives
- ◆ Key Points in the Unit
- Part Two Simulation Training
- ◆ New Words and Technical Terms
- ◆ Sentence Patterns
- ◆ Sample Dialogues
- Dialogue 1 At a Restaurant
- Dialogue 2 Chatting in the Bar
- Dialogue 3 At the Bar
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Workshop Four English for Other Departments
- Unit 25 Sample Dialogues for Other Departments
- Dialogue 1 Health Club
- Dialogue 2 Business Centre
- Dialogue 3 Post Office
- Dialogue 4 Shopping
- Dialogue 5 Beauty Parlor
- Appendix Commonly Used Words and Terms in Hotels
- References
- 版权
Dialogue：FIT Reservation(Basic Procedures)
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Dialogue： A Group Reservation
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Dialogue：We Are Fully Booked
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Dialogue：A Guest with Advance Reservation Checks in
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Dialogue：Registering a Tour Group
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Dialogue：Receiving a Walk-in Guest
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Dialogue：Money Exchange
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Dialogue： Running Errands for Guests
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Dialogue： Getting down the Luggage before the Guests Checks out
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Dialogue： Hiring a Taxi
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Dialogue：VIP Registration
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Dialogue：Meeting Room and Business Center Service
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Dialogue： Executive Lounge
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Dialogue：An Overseas Call
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Dialogue： Morning Call
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Dialogue： Taking a Message
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Dialogue：Inquiring about Telephone Fee
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Dialogue：Giving Information
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Dialogue ：Posting a Letter
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Dialogue：Misunderstanding at the Front Desk
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