饭店实用英语

　　Unit One An Overview of the Hotel Business
　　 Text A A Brief History of the Hotel Industry
　　 Text B Hotels and Their Classifications
　　 Dialog Ⅰ At the Human Resources Department
　　 Dialog Ⅱ Orientation (1) --Ethics Integrity
　　 Dialog Ⅲ Orientation (2) --Grooming
　　 Exercises
　　Unit Two Front Office(Ⅰ)
　　 Text A Front Office
　　 Text B Reservation
　　 Dialog Ⅰ A Long Distance Call Reservation
　　 Dialog Ⅱ A Group Reservation
　　 Dialog Ⅲ Revising the Reservation
　　 Exercises
　　Unit Three Front Office(Ⅱ)
　　 Text A Check-in
　　 Text B Guest Services
　　 Dialog Ⅰ Receiving Walk-in Guests
　　 Dialog Ⅱ Extending the Stay
　　 Dialog Ⅲ Orientation on Concierge's Work
　　 Exercises '
　　Unit Four Front Office(Ⅲ)
　　 Text A Check-out
　　 Text B Cashier and Night Auditor
　　 Dialog Ⅰ Foreign Currency Exchange
　　 Dialog Ⅱ Check-out
　　 Dialog Ⅲ Checking Guest Account
　　 Exercises
　　Unit Five Communications
　　 Text A Communications
　　 Text B Telephone Room
　　 Dialog Ⅰ Sending a Fax
　　 Dialog Ⅱ Printing
　　 Dialog Ⅲ Telephone Service
　　 Exercises
　　Unit Six Housekeeping
　　 Text A Housekeeping Department
　　 Text B Guestroom Cleaning
　　 Dialog Ⅰ Chamber Service
　　 Dialog Ⅱ Laundry Service
　　 Dialog Ⅲ Baby-sitting Service
　　 Exercises
　　Unit Seven Food Service
　　 Text A Organization of Food and Beverage Department
　　 Text B Restaurant Service
　　 Dialog Ⅰ Taking Orders
　　 Dialog Ⅱ Room Service
　　 Dialog Ⅲ Banqueting Service
　　 Exercises
　　Unit Eight Beverage Service
　　 Text A Beverage Service
　　 Text B Wine Facts
　　 Dialog Ⅰ At a Restaurant
　　 Dialog Ⅱ Bar Service
　　 Dialog Ⅲ Liqueur Service
　　 Exercises
　　Unit Nine Kitchen
　　 Text A Kitchen Planning
　　 Text B Types of Kitchen
　　 Dialog Ⅰ Bakery
　　 Dialog Ⅱ Cold Items
　　 Dialog Ⅲ Working as the CheFs Assistant
　　 Exercises
　　Unit Ten Recrcation(Ⅰ)
　　 Text A Recreational Center
　　 Text B Recreational Offerings at Resorts
　　 Dialog Ⅰ At the Indoor Swimming Pool
　　 Dialog Ⅱ At the Bowling Room
　　 Dialog HI At the Gymnasium
　　 Exercises
　　Unit Eleven Recrcation(Ⅱ)
　　 Text A Searching for a Healthier Lifestyle
　　 Text B Common Recreational Activities
　　 Dialog Ⅰ "Sauna Is One of the Great Pleasure of Life"
　　 Dialog Ⅱ "Massage not only Relaxes the Muscles but also Eases the Pain"
　　 Dialog Ⅲ "I Would Like to Try a New Hair Style This Time"
　　 Exercises
　　Unit Twelve Shopping
　　 Text A Hotel Shop
　　 Text B Shopping on the Web
　　 Dialog Ⅰ Showing the Guests around the Arcade
　　 Dialog Ⅱ Buying Silk Fabrics
　　 Dialog Ⅲ At the Chinese Folk Art Counter
　　 Exercises
　　Unit Thirteen Security
　　 Text A Hotel Security (Ⅰ)
　　 Text B Hotel Security (Ⅱ)
　　 Dialog Ⅰ Orientation on Fire Preventing and Fire Fighting
　　 Dialog Ⅱ Preventing a False Claim
　　 Dialog Ⅲ Offering First Aid
　　 Exercises
　　Unit Fourteen Engineering and Maintenance
　　 Text A Engineering and Maintenance
　　 Text B Maintenance Activities
　　 Dialog Ⅰ The Maintenance in the Guest Room
　　 Dialog Ⅱ A Car Servicing Appointment
　　 Dialog Ⅲ Dealing with an Elevator Accident
　　 Exercises
　　Unit Fifteen Marketing
　　 Text A Marketing and Selling
　　 Text B Common Sales Tools
　　 Dialog Ⅰ Convention Sales Call
　　 Dialog Ⅱ Extending the Sale
　　 Dialog ⅠtI Talking about Hotel Reservations
　　 Exercises
　　Unit Sixteen Controllers
　　 Text A Controllers Department
　　 Text B Budgeting
　　 Dialog Ⅰ Normal Credit Control
　　 Dialog Ⅱ Daily Income Audit
　　 Dialog Ⅲ Month-end Stock Take
　　 Exercises
　　Unit Seventeen General Manager
　　 Text A The General Manager
　　 Text B The General Manager's Meetings
　　 Dialog Ⅰ Solving the Guest's Complaint
　　 Dialog Ⅱ Increasing the Average Rates
　　 Dialog Ⅲ Making Travel Preparations
　　 Exercises