本書以酒店服務與管理崗位必備的專業知識和技能為學習內容，以酒店前廳、客房、餐廳和康樂情景為主線，圍繞著真實的工作任務，突出典型工作崗位應具備的依言行事的能力。
本書分為4大學習情境，共19個單元。其中，前廳服務6個單元，客房服務5個單元，餐廳服務4個單元，康樂服務4個單元。每個單元包括單元知識總括、課時任務學習和單元復習。每課分為4個部分，分別包括知識目標、技能目標、教學過程和知識加油站。其中，教學過程包括6個任務，這6個任務分別為單詞訓練、詞組訓練、句型訓練、聽說訓練、角色扮演以及任務布置。另外，本書還加了3個附錄，分別為酒店常用英語詞匯、初級星級酒店英語基本知識和防火措施。
本書編寫目標清晰、具體，體例活潑、新穎，內容簡潔、實用，非常適合中等職業學校酒店服務與管理專業學生的英語學習。
目 錄
Module one Front Office
Unit 1 Room Reservation 2
Lesson
1 Room Reservation by Telephone 3
Lesson 2 Face to Face
Reservation 7
Revision One 11
Unit 2 Check in 15
Lesson 3 Weling a
Guest 16
Lesson 4 Registering for a Guest 20
Revision Two 24
Unit
3 Information Service 27
Lesson 5 Getting some Suggestions about
Amusing 28
Lesson 6 Getting some Suggestions about
Tour 32
Revision Three 36
Unit 4 Telephone Service 39
Lesson
7 Connecting Phone Line 40
Lesson 8 Asking for Leaving a Message 44
Lesson
9 Wake-up Service 48
Revision Four 51
Unit 5 Business
Center 55
Lesson 10 Fax & Copy Files 56
Lesson 11 Typing a
Document 60
Lesson 12 Express Mail Service 64
Lesson 13 Train Ticket
Booking 68
Lesson 14 Air Ticket Booking 71
Revision Five 75
Unit
6 Check out 78
Lesson 15 Paying in Cash 79
Lesson 16 Paying by Credit
Card 83
Revision Six 86
Module Two Housekeeping
Unit 7 Room
Service 90
Lesson 17 Taking Telephone Orders for Breakfast 91
Lesson
18 Serving Breakfast in the Room 94
Revision Seven 98
Unit
8 Room-cleaning Service 101
Lesson 19 Tidying up and Cleaning the
Room 102
Lesson 20 Turn-down Service 105
Revision Eight 109
Unit
9 Laundry Service 111
Lesson 21 Explaining how to Get the
Service 112
Lesson 22 Suggesting Express
Service 116
Revision Nine 119
Unit 10 Maintenance
Service 122
Lesson 23 Repairing the Toilet and the Outlet 123
Lesson
24 Repairing the TV Set 127
Lesson 25 Repairing the
Air-conditioner 130
Revision Ten 133
Unit 11 Settling Guests’
Complaints 137
Lesson 26 Changing the Room 139
Lesson 27 Lost and
Found 142
Lesson 28 Extending the Stay without Paying 146
Lesson
29 Complaining about the Temperature of the
Room 150
Revision Eleven 153
Module Three Service in the
Restaurant
Unit 12 Booking a Table 158
Lesson 30 A Reservation Call
for Dinner 159
Lesson 31 Having Dinner Without
Reservation 163
Revision Twelve 166
Unit 13 Ordering
Dishes 169
Lesson 32 Having Chinese Food 170
Lesson 33 Having Western
Food 174
Revision Thirteen 177
Unit 14 Services During the
Meal 181
Lesson 34 Dealing with Requests 182
Lesson 35 Dealing with
Complaints and Paying Bills 186
Revision Fourteen 191
Unit 15 Beverage
Service 194
Lesson 36 Serving Drinks(1) 195
Lesson 37 Serving
Drinks(2) 199
Lesson 38 Serving
Cocktails 202
Revision Fifteen 205
Module Four Health & Recreation
Center
Unit 16 Gymnasium Service 211
Lesson 39 Introducing the
Facilities 212
Lesson 40 Knowing about Some Sports
Events 216
Revision Sixteen 219
Unit 17 Swimming Pool
Service 222
Lesson 41 Introducing the Swimming Pool 223
Lesson 42 Swimming
Service 227
Revision Seventeen 231
Unit 18 Bowling
Service 234
Lesson 43 Offering Bowling Room Service 235
Lesson 44 Playing
Bowling 238
Lesson 45 Talking about Ball
Games 242
Revision Eighteen 245
Unit 19 Golf Service 248
Lesson
46 Talking about Golf 249
Lesson 47 Offer golf Service 252
Lesson
48 Playing Golf 255
Revision Nieen 259
Appendix
Appendix Ⅰ Common
EngLish Words of Hotel(附錄一 酒店常用英語詞匯) 262
Appendix Ⅱ Elementary English
Knowledge forHotel(附錄二 初級星級酒店英語基本知識) 267
Appendix Ⅲ Fire Prevention
Measures(附錄三 防火措施) 277
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