酒店英语

Chapter 1 Reservation 预定一、酒店知识：Reservation with Computer Software 用电脑软件预订房间二、酒店员工：Reservation Manager 预订经理Reservationist 预订员Revenue Manager 收益经理三、酒店视频：Hidden Fees of a Hotel 酒店的隐蔽费用四、酒店对话：Scenario 1：Take Down Reservations 记录预订Scenario 2：Keep Updates 保持更新Scenario 3：Ask for a Discount 要求折扣Scenario 4：Make a Business Reservation 商务预订五、巩固练习Chapter 2 Registration 入住登记一、酒店知识：Self Check-in Kiosk 自助登记入住系统二、酒店员工：Reception Manager 接待经理Reception Supervisor 接待主管Shift Leader 值班主管Receptionist 接待员三、酒店视频：Welcome to Transnational Hotel 欢迎入住跨国酒店四、酒店对话：Scenario 1：Registration Requirement 登记须知Scenario 2：Group Check-in 团体入住登记Scenario 3：Registration Card 入住登记卡Scenario 4：Method of Payment 支付方式五、巩固练习Chapter 3 Concierge 礼宾服务一、酒店知识：What Is Concierge? 什么是礼宾员？二、酒店员工：Concierge 礼宾员Doorman/Doorkeeper 门童Bellman/Porter 行李员三、酒店视频：Concierge of InterContinental Times Square Hotel洲际时代酒店的礼宾服务四、酒店对话：Scenario 1：Bell Service 应接服务Scenario 2：Introduction to Room Facilities 介绍房间设施Scenario 3：Baggage Deposit 寄存行李Scenario 4：Tourism Information 旅游咨询五、巩固练习Chapter 4 Private Branch Exchange 总机一、酒店知识：IP Private Branch Exchange in Hotels酒店网络电话总机二、酒店员工：Private Branch Exchange Manager 总机经理Private Branch Exchange Supervisor 总机领班Private Branch Exchange Operator 总机接线员三、酒店视频：Caller Experience Training 总机接线员培训四、酒店对话：Scenario 1：External Calls 外线电话Scenario 2：Internal Calls 内线电话Scenario 3：Wake-up Call 叫醒电话Scenario 4：Collect Call 接听人付费电话五、巩固练习Chapter 5 Check-out 退房一、酒店知识：Cashier’s Jobs at Reception 前厅接待处收银员的工作二、酒店员工：Reception Manager 接待经理Duty Manager 值班经理Reception Supervisor 前台领班Receptionist 前台接待员三、酒店视频：Check-out of the Hotel Front Desk 酒店前台退房四、酒店对话：Scenario 1：Check Out Group Guests 为团队客人退房Scenario 2：Handle Disputed Charges 处理有争议的账单Scenario 3：Check Out FIT 为散客退房Scenario 4：Foreign Currency Exchange 货币兑换五、巩固练习Chapter 6 Housekeeping 客房部一、酒店知识：Housekeeping Department 客房部二、酒店员工：Room Attendant 客房清洁工Houseperson 勤杂工Public Area Attendant 公共区域清洁工Linen and Uniform Room Attendant 布草制服房员工三、酒店视频：Housekeeping Training for Professional Cleaners 客房部清洁工的专业培训四、酒店对话：Scenario 1：P.M. Room Attendant’s Routine 晚班客房服务员的日常工作Scenario 2：Public Area Cleaning 公共区域保洁Scenario 3：Housekeeping 客房服务Scenario 4：The Turn-down Service 夜床服务五、巩固练习Chapter 7 Food and Beverage 餐饮服务一、酒店知识：What We Eat 吃的学问二、酒店员工：Food and Beverage Manager 餐饮部经理Restaurant Manager 餐厅经理Restaurant Hostess 餐厅女招待三、酒店视频：Types of Glassware 酒杯的种类四、酒店对话：Scenario 1：Reservation for a Table 订座Scenario 2：Taking Orders 订餐Scenario 3：Buffet 自助餐Scenario 4：In the Bar 泡酒吧五、巩固练习Chapter 8 Western Foods 西式餐点一、酒店知识：European Cuisine 欧洲菜二、酒店员工：Restaurant Reception Manager 餐厅接待经理Headwaiter 餐厅领班Restaurant Cashier 餐厅收银员三、酒店视频：Table Taboos for Western Cuisine 西餐餐桌上的禁忌四、酒店对话：Scenario 1：Taking Orders 点菜Scenario 2：Serving Foods 上菜Scenario 3：American Breakfast 美式早餐Scenario 4：Change of the Food 换餐五、巩固练习Chapter 9 Western Beverage 西餐酒水一、酒店知识：Alcohols and Beverages Offered by a Hotel 酒店提供的酒水二、酒店员工：Beverage Manager 饮料部经理Sommelier 斟酒服务员（酒侍）Bar Cashier 酒吧收银员三、酒店视频：How to Make a Mojito Cocktail? 如何调制朗姆酒类鸡尾酒？四、酒店对话：Scenario 1：Recommending Drinks 推荐酒水Scenario 2：Ordering Wine 为客人点酒Scenario 3：Explaining Drinks Mixing 介绍调酒方法Scenario 4：Paying the Bill 付账五、巩固练习Chapter 10 Chinese Foods 中式餐点一、酒店知识：Chinese Cuisine 中国菜二、酒店员工：Restaurant Manager 餐厅经理Waiter/Waitress 服务员Busser 餐馆勤杂工Executive Chef (Chef de cuisine) 厨师长三、酒店视频：Chinese Dining and Serving Etiquette 中餐上菜礼仪四、酒店对话：Scenario 1：Reservation for a Table 订座Scenario 2：Recommendation of Chinese Dishes 推荐中国菜Scenario 3：Taking Orders 点菜Scenario 4：Chinese Breakfast 中式早餐五、巩固练习Chapter 11 Chinese Tea and Alcohol 中国茶和酒一、酒店知识：Drinking Alcohol in China 中国人的饮酒习惯二、酒店员工：Beverage Manager 饮料部经理Bar Manager/Supervisor 酒吧经理/主管Head Bartender 酒吧领班三、酒店视频：Chinese Drinking Etiquette：中国的饮酒礼仪四、酒店对话：Scenario 1：Recommending Chinese Alcohol 推荐中国酒Scenario 2：Taking Orders of Tea 为客人点茶Scenario 3：Recommending Chinese Tea 推荐中国茶Scenario 4：Chatting over Tea Ceremony 闲聊茶艺表演五、巩固练习Chapter 12 Room Service 客房服务一、酒店知识：How Does Room Service Work? 怎样做好客房用餐服务？二、酒店员工：Room Service Supervisor 客房送餐服务主管Room Service Attendant 客房送餐服务员三、酒店视频：Crowne Plaza Smartware In-room Dining Service 皇冠客房用餐服务套件四、酒店对话：Scenario 1：Calling for Breakfast in Room 早餐送餐电话预订Scenario 2：Room Service for Dinner 正餐送餐服务Scenario 3：Delivering Food Orders to Guest Rooms 客房送餐Scenario 4：Handling Complaints about Room Service 处理客房送餐服务投诉五、巩固练习Chapter 13 Banquet Service 宴会服务一、酒店知识：Types of Banquet Service 宴会服务的类型二、酒店员工：Conference and Banqueting Manager 会议宴会经理Conference and Banqueting Sales Manager 会议宴会销售经理Banqueting Headwaiter 宴会服务人员主管Banqueting Waiter and Wine Waiter 宴会服务员和斟酒服务员三、酒店视频：How to Decorate Tables for Weddings? 如何装饰婚宴餐桌？四、酒店对话：Scenario 1：Inquiries about the Banquet 宴会咨询Scenario 2：Meeting Service 会议服务Scenario 3：Banquet Menu 宴会菜单Scenario 4：A Banquet 举办晚宴五、巩固练习Chapter 14 Recreational Activities 娱乐活动一、酒店知识：What Is a Spa Hotel? 什么是温泉酒店？二、酒店员工：Recreation Center Supervisor 康乐部主管Recreation Center Captain 康乐部领班Recreation Center Attendant 康乐部服务员Nightclub Manager 夜总会经理三、酒店视频：How to Choose a Spa Resort? 怎么选择温泉度假胜地？四、酒店对话：Scenario 1：Facilities and Programs 设施和项目Scenario 2：In the Gym 在健身馆Scenario 3：Sauna and Massage 桑拿和按摩Scenario 4：Taijiquan and Qigong 太极拳和气功五、巩固练习Chapter 15 Shopping Arcade 购物中心一、酒店知识：The FUD Factor：How to Persuade Customers to Buy? FUD 因素：怎样才能说服顾客购买二、酒店员工：Store Manager 商场部经理Assistant Manager 商场部副经理Sales Assistant 商场营业员Store Cashier 商场收银员三、酒店视频：Safety Instructions about Online Shopping 网上购物安全须知四、酒店对话：Scenario 1：Inquiring about Customers’ Preferences 询问偏好Scenario 2：Recommending Specialties 推荐特产Scenario 3：Talking about Prices 商谈价格Scenario 4：Packaging 包装礼品五、巩固练习Chapter 16 Complaints Settlement 处理投诉一、酒店知识：Why Do Hotel Guests Complain? 为什么酒店客人要投诉？二、酒店员工：Reception Supervisor 接待主管Receptionist 接待员三、酒店视频：A Complaint in the Hotel Restaurant 酒店餐厅里的投诉四、酒店对话：Scenario 1：Complaint about the Food Quality 菜品质量投诉Scenario 2：Complaint about Poor Service 服务质量差投诉Scenario 3：Complaint about Luggage Delivery 行李交送投诉Scenario 4：Complaint about a Mistake in a Reservation 预订错误投诉五、巩固练习Appendices 附录Bibliography 参考文献Postscript 后记