酒店英语服务实训（第3版）

Chapter OneFront Office(Ⅰ)

实训模块一前台服务(一)

Unit 1Making Room Reservations

技能实训1客房预订服务

Practice 1Making an FIT Reservation

实训项目1散客预订

Practice 2Making a Group Reservation

实训项目2团队预订

Practice 3Changing a Reservation

实训项目3改变预订

Practice 4Cancelling a Reservation

实训项目4取消预订

Unit 2Checking In

技能实训2入住登记服务

Practice 1Checking In a Guest with a Reservation

实训项目1为预订的客人办理入住登记

Practice 2Checking In a Walk?in Guest

实训项目2为无预订的客人办理入住登记

Practice 3Checking In a Group

实训项目3为团队客人办理入住登记

Practice 4Checking In the Handicapped

实训项目4为残疾客人办理入住登记

Unit 3Extending the Stay and Changing the Room

技能实训3延宿和换房服务

Practice 1Extending the Stay

实训项目1延宿

Practice 2Changing Rooms

实训项目2换房

Case and Improvement： Thirteenth or Thirtieth

案例与提高：13号还是30号

Hotel Manager?s Comments

酒店经理点评

Chapter TwoFront Office(Ⅱ)

实训模块二前台服务(二)

Unit 4Dealing with a Complaint and on the Guest?s Request

技能实训4处理投诉和回应客人要求的服务

Practice 1Meeting the Guest?s Request

实训项目1满足客人要求

Practice 2Dealing with a Complaint

实训项目2处理投诉

Unit 5Foreign Currency Exchange

技能实训5外币兑换服务

Practice 1Changing Euros to RMB

实训项目1欧元兑换人民币

Practice 2Going to the Bank of China for Changing

实训项目2到中国银行兑换

Unit 6Checking Out

技能实训6结账退宿服务

Practice 1Checking Out by Credit Card

实训项目1信用卡结账

Practice 2Checking Out in Cash

实训项目2现金结账

Practice 3Checking Out by Traveler?s Check

实训项目3旅行支票结账

Case and Improvement： Sorry for Overcharging You

案例与提高：抱歉向您多收了钱

Hotel Manager?s Comments

酒店经理点评

Chapter ThreeConcierge

实训模块三礼 宾 服 务

Unit 7Accompanying the Guest

技能实训7陪送客人

Practice 1Accompanying the Guest to the Front Office

实训项目1陪送客人到前台

Practice 2Accompanying the Guest to the Room

实训项目2陪送客人去房间

Unit 8Introducing the Facilities and Services

技能实训8介绍设施和服务

Practice 1Introducing the Facilities and Services

实训项目1介绍设施和服务

Practice 2Introducing the Services to the Group

实训项目2向团队客人介绍服务安排

Unit 9Other Concierge Services

技能实训9其他礼宾服务

Practice 1Receiving a Guest at the Airport

实训项目1机场接客人

Practice 2Calling a Taxi for the Guest

实训项目2为客人叫出租车

Practice 3Helping the Guest with the Luggage

实训项目3为客人搬运和保管行李

Case and Improvement： Birthday Cake and Marigold，Birthday Cards and Flowers

案例与提高：生日蛋糕和万寿菊，生日贺卡和鲜花

Hotel Manager?s Comments

酒店经理点评

Chapter FourHousekeeping(Ⅰ)

实训模块四客房服务(一)

Unit 10Cleaning the Room

技能实训10打扫房间

Practice 1Cleaning the Room Now

实训项目1现在打扫房间

Practice 2What Time Can I Clean the Room

实训项目2什么时间可以打扫房间

Unit 11Turn?down Service and Extending a Bed Service

技能实训11晚床服务和加床服务

PracticeTurning Down the Bed and Asking an Extra Bed

实训项目做晚床与要求加床

Unit 12Laundry Service

技能实训12洗衣服务

Practice 1Introducing Laundry Service

实训项目1介绍洗衣服务

Practice 2Quick Service

实训项目2快洗服务

Chapter FiveHousekeeping(Ⅱ)

实训模块五客房服务(二)

Unit 13Room Service

技能实训13客房送餐服务

Practice 1Booking the Room Service by Telephone

实训项目1客房电话送餐预订

Practice 2Sending the Ordered Breakfast to the Guest?s Room

实训项目2客房送早餐

Unit 14Maintenance Service

实训项目14维修服务

Practice 1Complaining About the Bathroom Problem

实训项目1卫生间设备问题投诉

Practice 2Repairing the Bathroom Facilities

实训项目2修理卫生间设备

Unit 15Other Housekeeping Services

技能实训15客房其他服务

Practice 1Showing How to Use Electric Appliances

实训项目1教客人如何使用电器设备(设施)

Practice 2Showing How to Use the Room Safe

实训项目2教客人怎样使用保险箱

Case and Improvement： How to Create a Home Away from Home

案例与提高：怎样营造“家外之家”

Hotel Manager?s Comments

酒店经理点评

Chapter SixFood & Beverage

实训模块六餐 饮 服 务

Unit 16Table Reservation

技能实训16用餐预订服务

Practice 1Booking a Table

实训项目1餐台预订

Practice 2Booking a Private Room

实训项目2包房预订

Practice 3Reserving the Banquets

实训项目3宴会预订

Unit 17Serving in the Restaurant

技能实训17餐厅用餐服务

Practice 1Serving Breakfast

实训项目1早餐服务

Practice 2Serving the Buffet

实训项目2自助餐服务

Practice 3Serving Chinese Food

实训项目3中餐服务

Practice 4Serving Western Food

实训项目4西餐服务

Chapter SevenBar Service

实训模块七酒 吧 服 务

Unit 18General Service

技能实训18常规服务

Practice 1Leading in the Guest

实训项目1领位

Practice 2Taking Orders and Serving Wines

实训项目2点餐和送酒服务

Practice 3Paying the Bill

实训项目3结账

Practice 4Communicating with the Guest

实训项目4与客人交流

Unit 19Dealing with Unexpected Events

技能实训19应对突发事件

Practice 1Handling a Complaint About Bar Service

实训项目1处理酒吧服务投诉

Practice 2Handling a Drunken Guest

实训项目2应对醉酒客人

Case and Improvement： The Ice?cold Beer

案例与提高：冰镇啤酒

Hotel Manager?s Comments

酒店经理点评

Chapter EightTelephone

实训模块八总 机 服 务

Unit 20Telephone Operator

技能实训20转接电话

Practice 1Making an International Call

实训项目1打国际长途

Practice 2Connecting an Incoming Call

实训项目2外线电话的处理(接进)

Practice 3Connecting an Outgoing Call

实训项目3外线电话的处理(打出)

Unit 21Other Services

技能实训21其他服务

Practice 1Connecting Room?to?Room Calls

实训项目1客房间的通话

Practice 2Wake?up Call

实训项目2预订叫醒电话

Practice 3Taking the Message

实训项目3电话留言

Case and Improvement：The Hotel Operator Refused to Serve Her Guest

案例与提高：酒店总机拒绝为客人服务

Hotel Manager?s Comments

酒店经理点评

Chapter NineBusiness Center （Ⅰ）

实训模块九商务中心服务（一）

Unit 22Secretarial Services

技能实训22文秘服务

Practice 1Printing and Copying

实训项目1 打印和复印

Practice 2Scanning and Photo Processing

实训项目2扫描和图像处理

Practice 3Arranging Translation and Interpretation

实训项目3 安排笔译和口译

Unit 23Fax and Express Services

技能实训23传真和快递服务

Practice 1Sending and Receiving Fax

实训项目1 发送和接收传真

Practice 2Sending and Receiving Packages

实训项目2 发送和接收包裹

Chapter TenBusiness Center （Ⅱ）

实训模块十商务中心服务 （二）

Unit 24Tickets Booking Services

技能实训24票务服务

Practice 1Booking Air Tickets Online

实训项目1网上订机票

Practice 2Ordering Group Tickets

实训项目2订购团体票

Unit 25Office Facilities Services

技能实训25办公设施服务

Practice 1Renting Meeting Room and Equipment

实训项目1 出租会议室及设备

Practice 2Accessing the Internet

实训项目2 接入互联网

Case and Improvement： Fail to Deliver the Fax in Time

案例与提高：传真未及时送达

Hotel Manager?s Comments

酒店经理点评

Chapter ElevenHealth and Recreation

实训模块十一康 乐 服 务

Unit 26Health Care Services

技能实训26保健服务

Practice 1Enjoying Spa Treatment

实训项目1享受温泉水疗

Practice 2Experiencing Chinese Physiotherapy

实训项目2体验中医理疗

Unit 27Fitness Services

技能实训27健身服务

Practice 1Having a Swim

实训项目1 游泳

Practice 2Playing Bowling

实训项目2打保龄球

Unit 28Entertainment Services

技能实训28娱乐服务

Practice 1Chess & Card Services

实训项目1棋牌服务

Practice 2Singing in KTV

实训项目2 KTV服务

Case and Improvement：Who Will Pay the Bill

案例与提高： 谁来买单

Hotel Manager?s Comments

酒店经理点评

Chapter TwelveConvention and Exhibition Services

实训模块十二会 展 服 务

Unit 29Convention Service

技能实训29会议服务

Practice 1Reserving a Conference

实训项目1预订会议

Practice 2Discussing with the Conference Planner

实训项目2与会议策划者商议

Practice 3Registering for Conference

实训项目3会议报到服务

Unit 30Exhibition Service

技能实训30展览服务

Practice 1Reserving an Exhibition

实训项目1预订展览

Practice 2Setting Up an Exhibition

实训项目2 布展

Case and Improvement：Meeting the Guest?s Urgent Needs

案例与提高：满足客人急需

Hotel Manager?s Comments

酒店经理点评

Chapter ThirteenShopping Service

实训模块十三购 物 服 务

Unit 31Shopping(Ⅰ)

技能实训31购物(一)

Practice 1At the Jewelry and Crafts Shop

实训项目1在珠宝工艺品部

Practice 2At the Textiles and Knitwear Shop

实训项目2在丝绸纺织品部

Unit 32Shopping(Ⅱ)

技能实训32购物(二)

Practice 1At the Chinese Arts and Stationery Shop

实训项目1在中国书画部

Practice 2At the Chinese Tea Counter

实训项目2在中国茶品部

Chapter FourteenOther Services

实训模块十四其 他 服 务

Unit 33Lost and Found Service

技能实训33失物招领服务

Practice 1Reporting the Lost Property

实训项目1报失

Practice 2Claiming the Property

实训项目2失物认领

Practice 3Mailing the Property

实训项目3失物邮递

Unit 34Ｓafekeeping Service

技能实训34寄存服务

Practice 1Depositing the Luggage

实训项目1寄存行李

Practice 2Depositing the Valuables

实训项目2寄存贵重物品

Unit 35Introducing Tourism Information

技能实训35介绍旅游信息

Practice 1Recommending Tourism Spots

实训项目1推荐景点

Practice 2Showing the Way

实训项目2指路

Unit 36The Baby?sitting Service

技能实训36托婴服务

PracticeBaby?sitting Service

实训项目托婴服务

Case and Improvement：A Lost Purse

案例与提高：丢失的皮夹

Hotel Manager?s Comments

酒店经理点评

Appendix 1World Famous Hotel Groups

附录1国际著名的酒店集团

Appendix 2The Chinese and English of the Indicating Fascias in the Hotel

附录2酒店指示标识的中英文

参考文献