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Chapter ⅠAn Overview of Hospitality Industry001

Lead inAn Introduction to Hospitality Industry001

Reading 1Classification of Hotels002

Reading 2Type of Hotel Rooms and Hotel Facilities005Chapter ⅡFront Office Department008

Lead inAn Introduction to Front Office Department008

Lesson 1Reception Desk 接待處009

Lesson 2Information Desk 問訊處017

Lesson 3Concierge Service 禮賓服務023

Lesson 4Business Centre 商務中心029Chapter ⅢHousekeeping Department036

Lead inAn Introduction to the Housekeeping Department036

Lesson 1Welcoming and Guiding the Guests 迎賓及帶賓客至房間036

Lesson 2Cleaning the Room 打掃房間043

Lesson 3Laundry Service洗衣服務049

Lesson 4Personalized Housekeeping Service 個性化家政服務056Chapter ⅣFood and Beverage Department064

Lead inAn Introduction to Food & Beverage Department 064

Lesson 1Table Reservations 餐桌預訂064

Lesson 2Hosting & Taking Orders 點單服務070

Lesson 3Serving Dishes 就餐服務076

Lesson 4Paying the Bill 結(jié)賬081ⅣⅤChapter ⅤOther Information about Hotel088

Lead inAn Introduction to the Hotel Jobs 088

Reading 1The Main Rules for Handling Complaints & Emergencies088

Reading 2Facilities in Hotel091Key to Listening Comprehension096

Chapter ⅡThe Front Office Department096

Chapter ⅢHousekeeping Department101

Chapter ⅣFood and Beverage Department106參考文獻 Reference111

　　Chapter ⅢHousekeeping DepartmentChapter ⅢHousekeeping Department

　　LeadinAn Introduction to the Housekeeping Department

　　As the saying goes, “the difference is in the details”. Those details are the charge of the Housekeeping Department. As one of the most integral(完整的) departments within the hotel, the Housekeeping Department is responsible for the immaculate(無瑕疵的) care and upkeep(整理維修) of all guest rooms and public spaces. Individuals who excel(擅長) in our Housekeeping Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. In a competitive hotel market, it is service and cleanliness that really make an impact(影響) on our guests and determine whether they will return.

　　Lesson 1Welcoming and Guiding the Guests

　　迎賓及帶賓客至房間Background Information

　　Floor service is one important part of working organization in Housekeeping Department, where guests come and hope to be respected and taken care as well. In the light of the principle of Customer First, procedures and requirements to guide and standardize daily routine of the staff should be laid down by the hotel. Courteous and welcoming staff will leave guests with a good impression and a cheerful temper, which speaks for the hotel at the same time.

　　樓層服務是客房部組織工作中的重要部分。客人到達樓層之后，希望得到服務人員的尊重，在生活上得到服務人員的關(guān)心。根據(jù)“顧客至上”的原則，飯店應制定相應的程序與要求，規(guī)范與約束員工的日常行為。員工迎客彬彬有禮，會給客人留下美好印象，使之有一個好心情，也會對飯店產(chǎn)生一個好印象。

　　Dialogues〖*2〗Dialogue 1Welcoming the Guests and Taking the Guests to the RoomA=Floor AttendantG=Guest

　　A: Good morning, sir. Welcome to our hotel.

　　00G: Hello, can you show me how to locate my room please?

　　A: Certainly sir. Can you take out your room pass? Now, swipe it onto the lift control and the doors will open.

　　G: OK, lets get in. Can you help me with that suitcase? Thanks.

　　A: Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.

　　G: I get it. So, noone who doesnt have a room pass cant use the lift?

　　A: Correct, sir. This is a security feature of the hotel and means the corridors outside your room will be secure.

　　G: Excellent.

　　A: Now, weve arrived, sir. Ill follow with your luggage. Please turn left.

　　G: OK, Ill try my room pass. Excellent, it opens. The room looks nice. Now, before you go can you show me how to operate the AC unit?

　　A: Certainly. Place your room pass inside this slot and the lights will come on. Here is the AC control—This button turns up the temperature, and this button turns it down.

　　G: Great, this looks like it will be comfortable. Heres something for you(gives tip).

　　A: Thank you, sir. If there is anything else you need, please call the reception. Dial “0” for service.

　　G: Thanks again.

　　Dialogue 2Showing the Room and Offering inroom Service

　　A=Floor AttendantG=Guest

　　A: Good afternoon, sir. Welcome to our hotel. My name is Tom. Im the floor attendant.

　　C: Thank you, Tom. Where is Room 802, please?

　　A: Ah, Mr. Steven. Would you care to step this way, please? Ill carry one of your briefcases. Lets go, shall we?

　　G: Sure, Ill come after you. Oh, how do you know my name?

　　A: Its on the arrival list for Room 802. Now here we are. This is your room. May I have you room card, please?

　　G: Here you are.

　　A: Thank you. Come in please. Ive turned on the light. Do you mind if I put your baggage by the wardrobe?

　　G: Not really.

　　G: How nice the room looks!

　　A: Im glad you like it.(Drawing the curtains aside)The room is facing south and commands a good view of the beach.

　　G: Thats lovely!

　　A: You must be tired after a long journey, sir, Please be seated and take a rest.

　　G: Im very thirsty. Can I get something to drink?

　　A: Yes, there is some beverage in the minibar. Shall I get one can for you?

　　G: No. I dont like cold drink.

　　A: In this case, Ill make tea for you.

　　G: Its really very kind of you. Thank you very much.

　　A: Its my pleasure. If you need anything, just call the reception. The number is “0”. Is there anything else I can do for you?

　　G: No, everything is fine. If I need your help, Ill call you.

　　A: Ill put myself at your service at any time, See you later.

　　Dialogue 3Introducing the Room

　　A=Floor AttendantG=Guest

　　A: Mr. Johnathan, Ill show you to your room, would you please come this way? Your room is over there.

　　G: OK, Ill follow you.

　　A: Here is your room, Mr. Johnathan. After you.

　　G: Thank you.

　　B: Shall I draw the curtain for you?

　　G: OK, thank you.

　　A: Mr. Johnathan, this is the bathroom, and the switch is here. You can also have more hangers from housekeeping if you want.

　　G: Oh, I see. May I ask when room service is available?

　　A: Its available twentyfour hours a day. And in the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel. If you need anything else, please dont hesitate to tell us. The extension number of the floor desk is 16699.

　　G: By the way, the hot water is supplied round the clock, isnt it?

　　A: Exactly, Mr. Johnson. And the tap water is drinkable in our hotel. Hope you enjoy your stay here. Is there anything I can do before I leave the room?

　　C: No, thats all for now. Thank you very much!

　　A: Youre most welcome. Have a nice day! See you.

　　1. baggage \[bɡd\] n. 行李

　　2. beach \[bit\] n. 海灘；湖濱

　　3. beverage \[bevrd\] n. 飲料

　　4. briefcase\[brif kes\] n. 行李箱

　　5. brochure \[br(r)\] n. (某地、某旅館等的)情況介紹手冊，小冊子

　　6. can \[kn\] n. 罐頭,開罐器

　　7. corridor \[krd(r)\] n. 走廊

　　8. drawer \[dr(r)\] n. 抽屜

　　9. dresser \[dres\] n. 梳妝臺；碗柜；化妝師

　　10. drinkable \[drkbl\] adj. 可飲用的；可以喝的

　　11. facility \[fslti\] n. 設(shè)施；設(shè)備

　　12. locate \[lket\] vt. 位于；查找……的地點

　　13. luggage \[lɡd\] n. 行李；皮箱

　　14. minibar \[mini bɑ\] n. 小酒柜

　　15. operate \[pret\] vt. 操作；經(jīng)營

　　16. reception \[rspn\] n. 接待處, 服務臺

　　17. security \[sikjuriti\] n. 安全；保證

　　18. suitcase \[sutkes\] n. 手提箱；衣箱

　　19. swipe \[swap\] vt. 刷……卡

　　20. switch \[swt\] n. 開關(guān)，閘

　　21. wardrobe \[wrdrob\] n. 衣柜

　　22. at your service 為您效勞

　　23. command a good view of 看到……的美景

　　24. AC control 空調(diào)遙控

　　25. AC unit 空調(diào)房

　　26. draw...aside 把……拉開

　　27. extension number分機號碼

　　28. floor attendant 樓層服務員

　　29. lift control 電梯感應區(qū)；電梯控制面板

　　30. room card/pass房卡

　　31. round the clock 連續(xù)一整天的；不間斷的

　　32. step this way 這邊走

　　1. 帶顧客到住房 Guiding the Guests to Their Rooms

　　Can you take out your room pass?

　　請問您能拿出門禁卡嗎？

　　Now, swipe it onto the lift control and the doors will open.

　　現(xiàn)在，請把您的房卡在電梯感應器上刷一下，電梯門就會開了。

　　Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.

　　您的房間在六樓。請把您的房卡在感應器上刷一下，就在這，讓我按一下六樓。

　　Ill show you to your room, would you please come this way? Your room is over there.

　　我會帶您去房間，請跟我來。您的房間在那邊。

　　May I have you room card, please?

　　請問能把房卡給我一下嗎？

　　Would you care to step this way, please?

　　請問您能跟我來這邊嗎？

　　2. 介紹設(shè)施及服務Introducing the Facilities and the Services

　　The room is facing south and commands a good view of the beach.

　　這個房間朝南，并且可以看到海灘的美景。

　　There is some beverage in the minibar. Shall I get one can for you?

　　在那個小酒柜里有一些飲料。我給你拿一罐好嗎？

　　Mr. Johnathan, this is the bathroom, and the switch is here.

　　喬納森先生，這邊是浴室，開關(guān)在這。

　　You can have more hangers from housekeeping if you want.

　　如果需要，您可從客房部取得更多衣架。

　　Its available twentyfour hours a day.

　　客房服務二十四小時提供。

　　In the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel.

　　在梳妝柜的第一個抽屜，你會看到一本小冊子，上面有我們酒店所有設(shè)施及服務的全面信息。

　　The hot water is supplied round the clock。

　　熱水是全天供應的。

　　The tap water is drinkable in our hotel.

　　我們酒店的自來水是可以直接飲用的。

　　3. 更多服務應對 Offering More Services

　　If there is anything else you need please call the reception. Dial “0” for service.

　　……