本书为“十三五”职业教育国家规划教材。本书根据饭店业相关职业岗位的实际工作需要，从切实提高饭店服务人员的英语交际能力出发进行构思、设计和编写。本书形式新颖、选材独到、内容丰富、语言规范、针对性强，对高校饭店管理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3个专题共22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。本书配有丰富的音频资源，可以作为预习、学习和复习材料，也可作为听说训练素材。
本书可作为应用型本科院校、高等职业学院、高等专科学校饭店管理专业及相关专业的教学用书，也可供五年制高等职业学校、中等职业学校学生使用，还可以作为饭店从业人员的业务培训教材和参考读物。
- 前辅文
- 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
- Dialogue 4 Money Exchange
- ◆ Classroom Activities
- Part Three Extended Reading
- What Should Hotel Receptionists 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 Executive Floor
- 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 VIP Registration
- Dialogue 2 Meeting Room and Business Center Service
- Dialogue 3 Executive Lounge
- ◆ Classroom Activities
- Part Three Extended Reading
- What Is the Executive Floor in Hotels?
- 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
- Dialogue 4 Meeting the Requirements of Guests
- ◆ 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
- Dialogue 4 Giving Directions
- ◆ 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
- Room Service or Food Delivery
- 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 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
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 15 Health Club
- 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 Asking about the Recreation and Fitness Center
- Dialogue 2 At the Indoor Swimming Pool
- Dialogue 3 At the Bowling Room
- ◆ Classroom Activities
- 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 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 19 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 Recommend Western Food
- ◆ Classroom Activities
- Part Three Extended Reading
- Part Four Exercises
- Unit 20 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 21 Complaints and Payment
- 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 22 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
- Appendix Commonly Used Words and Terms in Hotels
- References
