饭店服务英语

Workshop One English For Front Office 2

Unit One Reservation 2

Part One Key Points for Teaching,Learning＆Assessment in the Unit 2

Part Two Sample Communication 3

Sample Ⅰ Receiving a Reservation(Basic Procedures) 3

Sample Ⅱ We Are Fully Booked 3

Part Three Related Background Knowledge 5

Reading Material Advance Reservations 5

Unit Two Reception 7

Part One Key Points for Teaching,Learning＆Assessment in the Unit 7

Part Two Sample Communication 8

Sample Ⅰ A Guest with Advance Reservation Checks in 8

Sample Ⅱ Registering a Tour Group 8

Part Three Related Background Knowledge 12

Reading Material What Should Hotel Receptionist Do? 12

Unit Three Bell Service 14

Part One Key Points for Teaching,Learning＆Assessment in the Unit 14

Part Two Sample Communication 15

Sample Ⅰ Receiving a Guest＆Bringing Him to His Room 15

Sample Ⅱ Running Errands for Guests 15

Sample Ⅲ Getting down the Luggage before the Guests Check out 16

Sample Ⅳ Hiring a Taxi 16

Part Three Related Background Knowledge 18

Reading Material The Front Desk Employees 18

Unit Four Money Exchange 20

Part One Key Points for Teaching,Learning＆Assessment in the Unit 20

Part Two Sample Communication 21

Sample Ⅰ Normal Transaction 21

Sample Ⅱ The Night Change Limits 21

Sample Ⅲ A Guest Wants to Change Traveler's Check 22

Part Three Related Background Knowledge 23

Reading Material The Accounting Department 23

Unit Five Telephone Operator 25

Part One Key Points forTeaching,learning＆Assessment in the Unit 25

Part Two Sample Communication 26

Sample Ⅰ An Overseas Call 26

Sample Ⅱ Morning Call 26

Sample Ⅲ Taking a Message 27

Part Three Related Background Knowledge 28

Reading Material Guide to Telephone Behavior 28

Unit Six Information 30

Part One Key Points for Teaching,Learning＆Assessment in the Unit 30

Part Two Sample Communication 31

Sample Ⅰ Inquiring about Telephone Fee 31

Sample Ⅱ Giving Information 31

Sample Ⅲ Posting a Letter 32

Part Three Related Background Knowledge 33

Reading Material Ways of Categorizing Hotels 33

Unit Seven Complaints 35

Part One Key Points for Teaching,Learning＆Assessment in the Unit 35

Part Two Sample Communication 36

Sample Ⅰ Misunderstanding in Front Desk 36

Sample Ⅱ All Is a Mess 36

Sample Ⅲ Changing a Room 37

Sample Ⅳ Missing 37

Part Three Related Background Knowledge 39

Reading Material Ⅰ Knowing the Hotel 39

Reading Material Ⅱ Coping with Customer Problems 39

Reading Material Ⅲ How to Deal with Complaints 40

Unit Eight Paying the Bill and Checking Out 42

Part One Key Points for Teaching,Learning＆Assessment in the Unit 42

Part Two Sample Communication 43

Sample Ⅰ Paying by Credit Card 43

Sample Ⅱ Paying Cash in US Dollars 43

Sample Ⅲ Checking out 44

Part Three Related Background Knowledge 46

Reading Material What Does a Cashier Pay Attention to? 46

Workshop Two English For Housekeeping Department 50

Unit Nine Room Cleaning 50

Part One Key Points for Teaching,Learning＆Assessment in the Unit 50

Part Two Sample Communication 51

Sample Ⅰ Housekeeping(Basic Procedures) 51

Sample Ⅱ Being Asked to Clean the Room Earlier 51

Sample Ⅲ Turn down Service 51

Part Three Related Background Knowledge 52

Reading Material Ⅰ Housekeeping Department 52

Reading Material Ⅱ Standards for Turn down Service 53

Unit Ten Guests' Requests 55

Part One Key Points for Teaching,Learning＆Assessment in the Unit 55

Part Two Sample Communication 56

Sample Ⅰ Morning Call 56

Sample Ⅱ Asking for an Extra Bed 56

Sample Ⅲ Borrowing Something 56

Part Three Related Background Knowledge 57

Reading Material Ⅰ Some Other Hotel Service 57

Reading Material Ⅱ Room Types 58

Unit Eleven Laundry and Valet Service 59

Part One Key Points for Teaching,Learning＆Assessment in the Unit 59

Part Two Sample Communication 60

Sample Ⅰ Taking Laundry 60

Sample Ⅱ Delivering Laundry by Mistake 60

Part Three Related Background Knowledge 62

Reading Material What Do Customers Really Want? 62

Unit Twelve Lost and Found 64

Part One Key Points for Teaching,Learning＆Assessment in the Unit 64

Part Two Sample Communication 65

Sample Ⅰ My Camera Is Missing 65

Sample Ⅱ Mailing the Lost Property to its Owner 65

Part Three Related Background Knowledge 67

Reading Material Hotel Services 67

Unit Thirteen Damage and Compensation 70

Part One Key Points for Teaching,Learning＆Assessment in the Unit 70

Part Two Sample Communication 71

Sample Ⅰ Damage 71

Sample Ⅱ Compensation 71

Part Three Related Background Knowledge 72

Reading Material Promotion 72

Unit Fourteen Problems and Maintenance 74

Part One Key Points for Teaching,Learning＆Assessment in the Unit 74

Part Two Sample Communication 75

Sample Ⅰ Television Problems 75

Sample Ⅱ The Smoke Detector is Flashing 75

Sample Ⅲ There is Something Wrong with the Toilet 75

Sample Ⅳ People Next Door are Very Noisy 76

Sample Ⅴ The Light is Too Dim 76

Sample Ⅵ The Air Conditioner Problems 76

Part Three Related Background Knowledge 77

Reading Material Engineering 77

Workshop Three English For Food And Beverage Department 80

Unit Fifteen Restaurant Reservation 80

Part One Key Points for Teaching,Learning＆Assessment in the Unit 80

Part Two Sample Communication 81

Sample Ⅰ Accepting a Reservation 81

Sample Ⅱ Refusing a Reservation 81

Part Three Related Background Knowledge 82

Reading Material Food and Beverage Department 82

Unit Sixteen Receiving Diners 84

Part One Key Points for Teaching,Learning＆Assessment in the Unit 84

Part Two Sample Communication 85

Sample Ⅰ Seating Guests 85

Sample Ⅱ There isn't a Table 85

Sample Ⅲ Seating Walk-in Guests 85

Part Three Related Background Knowledge 87

Reading Material Restaurants Categorized by Services 87

Unit Seventeen Taking Orders and Recommendations 90

Part One Key Points for Teaching,Learning＆Assessment in the Unit 90

Part Two Sample Communication 91

Sample Ⅰ What Would You Like to Order? 91

Sample Ⅱ Recommendation 91

Part Three Related Background Knowledge 93

Reading Material Special Cuisine 93

Unit Eighteen Breakfast 96

Part One Key Points for Teaching,Learning＆Assessment in the Unit 96

Part Two Sample Communication 97

Sample Ⅰ Having the Continental Breakfast 97

Sample Ⅱ A Chinese Breakfast 97

Part Three Related Background Knowledge 98

Reading Material Meals 98

Unit Nineteen Dinner 101

Part One Key Points for Teaching,Learning＆Assessment in the Unit 101

Part Two Sample Communication 102

Sample Ⅰ A La Carte 102

Sample Ⅱ The Chef's Specialties 102

Sample Ⅲ With a Performance 102

Part Three Related Background Knowledge 104

Reading Material Table Manners 104

Unit Twenty Chinese Food Restaurant 106

Part One Key Points for Teaching,Learning＆Assessment in the Unit 106

Part Two Sample Communication 107

Sample Ⅰ Introducing Chinese Food 107

Sample Ⅱ Ordering a Chinese Dinner 108

Sample Ⅲ A Special Meal 108

Part Three Related Background Knowledge 110

Reading Material Ⅰ The Culinary Arts of China 110

Reading Material Ⅱ Local Cuisine 111

Reading Material Ⅲ Chinese Banquet 113

Unit Twenty-One Western Food Restaurant 114

Part One Key Points for Teaching,Learning＆Assessment in the Unit 114

Part Two Sample Communication 115

Sample Ⅰ At the Restaurant 115

Sample Ⅱ Western Food 115

Part Three Related Background Knowledges 117

Reading Material Ⅰ Don'ts at the Table 117

Reading Material Ⅱ Western Banquet 118

Unit Twenty-Two Room Service 119

Part One Key Points for Teaching,Learning＆Assessment in the Unit 119

Part Two Sample Communication 120

Sample Ⅰ The Procedure of Room Service 120

Sample Ⅱ Ordering Breakfast 120

Part Three Related Background Knowledge 121

Reading Material How to Meet Guests' Needs 121

Unit Twenty-Three Buffet and Coffee Shop 123

Part One Key Points for Teaching,Learning＆Assessment in the Unit 123

Part Two Sample Communication 124

Sample Ⅰ Buffet 124

Sample Ⅱ Coffee Break 124

Part Three Related Background Knowledge 125

Reading Material Ⅰ Personnel Structure in the Foodservice Industry 125

Reading Material Ⅱ Coffee Break 126

Unit Twenty-Four Complaints 127

Part One Key Points for Teaching,Learning＆Assessment in the Unit 127

Part Two Sample Communication 128

Sample Ⅰ Complaints about Food（Ⅰ） 128

Sample Ⅱ Complaints about Food（Ⅱ） 128

Sample Ⅲ Complaints about Service（Ⅰ） 129

Sample Ⅳ Complaints about Service（Ⅱ） 129

Part Three Related Background Knowledge 131

Reading Material Learn to Be Good at Conversation 131

Unit Twenty-Five Payment 133

Part One Key Points for Teaching,Learning＆Assessment in the Unit 133

Part Two Sample Communication 134

Sample Ⅰ By Credit Card 134

Sample Ⅱ By Traveler's Checks 134

Part Three Related Background Knowledge 135

Reading Material Ⅰ Giving the Bill 135

ReadingMaterial Ⅱ A New Way to Handle Accounts 135

Unit Twenty-Six At the Bar 137

Part One Key Points for Teaching,Learning＆Assessment in the Unit 137

Part Two Sample Communication 138

Sample Ⅰ Chatting in the Bar 138

Sample Ⅱ At the Bar 138

Part Three Related Background Knowledge 140

Reading Material Beverage Service 140

Workshop Four English for Other Departments 144

Unit Twenty-Seven English for Other Departments 144

Part One Health Club 144

Part Two Business Centre 144

Part Three Post Office 145

Part Four Shopping 145

Part Five Beauty Parlor 146

Appendix Ⅰ Useful Sentence Patterns for Hotel Service 147

Appendix Ⅱ Commonly Used Words and Terms in Hotels 159

References 201