酒店实务英语辅导用书

Module 1 Front 0ffice 1

Part 1 Room Reservation 3

Part 2 Concierge Service 9

Part 3 Check in 13

Part 4 Dealing with Complaints 17

Part 5 Cashier Service 23

Module 2 Housekeeping 27

Part 1 Showing the Room 29

Part 2 Cleaning the Room 35

Part 3 Laundry Service 43

Part 4 Room Service 47

Part 5 Personalized Housekeeping Service 53

Part 6 Dealing with Emergencies 57

Module 3 Food and Beverage 67

Part 1 Taking Restaurant Reservations 69

Part 2 Seating the Guests 73

Part 3 Taking Orders 77

Part 4 Services during the Meal 83

Part 5 Bar Services 89

Module 4 Health and Recreation Club 95

Part 1 Beauty Salon 97

Part 2 Gym 103

Part 3 Sauna Bath and Spa 109

Part 4 Swimming,Golf and Karaoke 115

Module 5 Business Center 121

Part 1 Secretarial Services 123

Part 2 Convention Services 131

Module 6 Other Services in the Hotel 137

Part 1 Depositing Luggage 139

Part 2 Shopping 143

Key to the Exercises in the Textbook 149

Key to the Activities 209