酒店房务英语

PartA Front Office DepartmentModule One Making Reservations Dialogue 1 A Phone Call Reservation Dialogue 2 A Group Reservation Dialogue 3 Booking a Suite Dialogue 4 Confirmation Call Policies and Procedures of Making Reservations Reading Hotels and Rooms Division Department (I)Module Two Checking in Dialogue 1 Filling in the Registration Card/Form Dialogue 2 Group Registration Dialogue 3 Checking in for Walkin Guests Dialogue 4 Guests Who Arrive Late Policies and Procedures ofRegistering Guests with Confirmed Reservation Reading Hotels and Rooms Division Department (II)Module Three Uniformed Services Dialogue 1 The Bellman Shows the Guest Her Room Dialogue 2 Ticket Booking Service Dialogue 3 Ordering a Taxi Dialogue 4 Limousine Service Policies and Procedures of Handling Guest Enquiries and Introducing Facilities Reading Hotel ConciergeModule Four Services at the front Desk Dialogue 1 A Room Change Dialogue 2 A Safe Deposit Box Dialogue 3 Showing Directions Dialogue 4 Asking for an Overstay Policies and Procedures of Using the Safety Box Reading Top Hotelsin the WorldModule Five Services at the Front Desk (2) Dialogue 1 Maintenance Service Dialogue 2 Babysitting Service Dialo gue 3 10 st and Found Dialogue 4 A Package for Mr. Martin Policies and Procedures for Lost and Found Reading Top Hotelsin the WorldModule Six Business and Entertainment Services Dialogue 1 At the Business Center Dialogue 2 In the Health Club Dialogue 3 The Sauna Is One of the Great Pleasures of Life Dialogue 4 The Meeting Room. Policies and Procedures of Business Center Agent Reading Searching for a Healthier Lifestyle Module Seven Telephone Service Dialogue 1 A Morning Call Service Dialogue 2 An Overseas PersonToPerson Call Dialogue 3 A Call from Outside Dialogue 4 Answering Guests'Inquiries. Policies and Procedures ofTelephone Etiquette Reading TelecommunicationsModule Eight Handling Complaints. Dialogue 1 Complaint in the Hotel Dialogue 2 A Problem with the Mini Bar Dialogue 3 The Room Needs Cleaning Dialogue 4 A Problem with the B Policies and Procedures ofHandling Guest Complaints Reading Have You Ever Made Complaints at a Hotel?Module Nine Cbecking Out Dialogue 1 Foreign Exchange Service Dialogue 2 Accepting Credit Cards Dialogue 3 The Guest Pays His B Dialogue 4 Checking Out Policies and Procedures Methods ofPayment. Reading Top Hotelsin the World Part B Housekeeping Department Module Ten Housekeeping Supply PreparationsDialogue 1 Would You Like Your Room Cleaned? Dialogue 2 Kits for Guests without Luggage Dialogue 3 How can I have my shoes shined? Dialogue 4 Electric Razors Policies and Procedures of Preparing Guest Rooms Reading Housekeeping DepartmentModule Eleven Cleaning the Guest Room Dialogue 1 Cleaning the Room Dialogue 2 Our Room Hasn't Been Made Up Yet Policies and Procedures of Cleaning the Guest Room Reading The Role of HousekeepingModule Twelve Housekeeping Services Dialogue 1 A Guest Injured Dialogue 2 The Turn-down Service Dialogue 3 Room Service Dialogue 4 Asking for an Extra Bed Policies and Procedures of Facilities in the Guest Room Reading Top Hotels in the World (IV)Module Thirteen Cleaning Public Areas Dialogue 1 Cleaning Public Area Dialogue 2 Cleaning Conference Rooms Policies and Procedures of Hotel PAS Reading Top Hotels in the World (V)Module Fourteen Laundry and Valet Service Dialogue 1 Asking for Laundry Service Dialogue 2 Have You Got Any Laundry? Dialogue 3 Bring Back the Laundry Dialogue 4 A Laundry Damage Policies and Procedures of Laundry Reading Top Hotels in the World (VI)附录1 Key to the Exercises参考答案附录2 Top 10 Hotel Groups in the World全球酒店集团排行榜（前十名）附录3 HoteI Rooms Division Terminology酒店房务专用术语参考文献