內容簡介
《實用飯店情景英語》根據新世紀飯店業發展的新成果、新趨勢和新要求，綜合介紹了飯店各主要服務和管理部門的涉外工作流程和英語用語規範，著重培養飯店業員工和外賓進行有效溝通的評議能力和工作能力。全書分為五個部分，分別介紹賓館的前廳、客房、餐飲、商場和管理部門的常用口語。課文採取對話形式，並有語法結構和功能簡介，每篇課文後都有大量練習，各部分後還有總複習練習。附錄中收進了餐旅業員工常用的簡易英語和有關術語。
《實用飯店情景英語》既可作為涉外賓館員工英語培訓教材，也可作為各級各類旅遊院校相關專業的專業英語教材，也可供其他涉外工作人員和廣大英語學習者閱讀和參考。本書分為五個部分，分別介紹賓館的前廳、客房、餐飲、商場和管理部門的常用口語。本書含光碟。
目錄
Part ⅠThe Front Office
The Manager's Remarks (經理的話)
Unit 1 Room Reservations (預訂客房)
1-1 A Long Distance Call Reservation (長途電話預訂)
1-2 A Group Reservation (團體預訂)
1 3 A Face to face Reservation (門市預訂)
Structure Study: will be+doing sth. (將來進行時)
Function Study: Connecting Telephone Calls (電話接線)
Exercises (練習)
Unit 2 At the Reception Desk (在接待處)
2-1 Registration (登記住宿)
2-2 Checking in a Group (團隊登記住宿)
2-3 Extending the Stay (續住)
Structure Study: to be going to do sth. (一般將來時)
Function Study: Greetings and Getting Acquainted (招呼與結識)
Exercises (練習)
Unit 3 Concierge （I） (禮賓部Ⅰ)
3-1 See-in Service (接機)
3-2 Introducing Hotel Services (介紹飯店服務)
3-3 About Slow Delivery of Baggage (抱怨行李運送太慢)
Structure Study: Let me ...Please don't ... (祈使句)
How ...! What a ...! (感嘆句)
Function Study: Offering Help (提供幫助)
Exercises (練習)
Unit 4 Concierge （II） (禮賓部Ⅱ)
4-1 Introducing Some Scenic Spots (介紹景點)
4-2 Showing the Way (指路)
4-3 Ticket booking Service (訂票服務)
Structure Study: Have you ... yet? (現在完成時)
Function Study: Showing Directions (指路)
Exercises (練習)
Unit 5 The Business Center and the General Switchboard (商務中心和電話總機)
5-1 Fax Service (發傳真)
5-2 Express Mail Service (特快專遞)
5-3 Telephone Service (電話服務)
Structure Study: to be doing sth. (現在進行時)
Function Study: Expressing “Declination” (表達“謝絕”)
Exercises (練習)
Unit 6 The Cashier (收銀)
6-1 Foreign Currency Exchange (兌換外幣)
6-2 Checking Guests Account (核查客人賬目)
6-3 Checking out (結賬離店)
Structure Study: We hope that ... (賓語從句)
Function Study: Bidding Farewell (道別)
Exercises (練習)
Unit 7 Settling Guests' Complaints (處理投訴)
7-1 Changing a Room (換房)
7-2 A Complaint About Something Lost (投訴物品丟失)
7-3 Handling a Complaint About Room Reservation (處理對客房預訂的投訴)
Structure Study: He said (that) he...
He told me (that) he ... (間接引語)
Function Study: Answering Complaints (答覆投訴)
Exercises (練習)
Consolidation (複習)
Part ⅡThe Housekeeping Department
The Manager's Remarks (經理的話)
Unit 1 Guiding the Guests to Their Rooms (引客進房)
1-1Recognizing the Guests (迎接新客)
1-2About the Room Facilities (介紹房間設施)
1-3About the Hotel Services (介紹服務項目)
Structure Study: more ... than/the most ... (形容詞和副詞的比較級和最高級)
Function Study: Imparting and Reporting Factual Information (陳述和轉述事實)
Exercises (練習)
Unit 2 Chamber Service (客房服務)
2-1 Making up the Room (收拾房間)
2-2 Cleaning the Room (打掃客房)
2-3 The Turn down Service (做晚床)
……
Unit 3 Personalized Services (個性化服務)
Unit 4 Laundry Service (洗衣服務)
Unit 5 Miscellaneous Services (多項服務)
Unit 6 Wake up Call Service (喚醒服務)
Unit 7 The Maintenance Service in the Guest Rooms (客房內各種維修服務)
Part Ⅲ Food and Beverage Department
Unit 1 At the Bar (酒吧)
Unit 2 Seating the Diners (顧客就座)
Unit 3 Chinese Cuisine (中餐)
Unit 4 Western Cuisine (西餐)
Unit 5 Serving Dishes (上菜)
Unit 6 Birthday Party (生日晚會)
Unit 7 Ways of Paying (付款方式)
Part Ⅳv Shopping Arcade
Unit 1 At the Tourist Souvenir Department (在旅遊紀念品部)
Unit 2 At the Textile and Knitwear Department (在紡織織品部)
Unit 3 At the Art and Craft Department (在工藝品部)
Unit 4 At the Pharmacy and Foodstuff Counter(在藥品和食品櫃檯)
Unit 5 At the Chinese Seal Cutting, Paintings and Stationery Counters (在篆刻、繪畫和文具櫃Unit 6 At the Cultural and Recreational Articles Department (在文化娛樂部)
Unit 7 At the Cashier's Counter, etc. (在賬台,等)
Part Ⅴ Hotel Management
Unit 1 At the Manager's Office (經理辦公室)
Unit 2 Hosting Guests (招待賓客)
Unit 3 Sales Promotion (推銷)
Unit 4 Public Relations (公共關係)
Unit 5 Settling Complaints (解決投訴)
Unit 6 Dealing with Special Problems (應付特殊問題)
Unit 7 Staff Recruitment and Orientation (人員招聘與迎新培訓)
Appendix I Elementary English for Hotel Staff and Management (飯店員工、幹部基礎英語100句)
Appendix II Useful Words and Expressions for Hotel Services (飯店服務常用詞語)
Appendix III Menus of Chinese and Western Cuisines(中西菜譜舉例)
Appendix IV Hotel Organization Chart (飯店機構表)
