酒店英语

Paer One  THE FRONT OFFICE
Chapter One  Business Reservation Service
  Dialogue 1  Receiving a Reservation
  Dialogue 2  Tour Group Reservation
  Dialogue 3  Face to Face theReservation
  Dialogue 4  Revising the Reservation
  Dialogue 5  Cancel the Reservation
  Dialogue 6  No Empty Rooms
Chapter Two  Reception Desk
  Dialogue 1  Registration
  Dialogue 2  Receiving the Individual
  Dialogue 3  Receiving the AdvanceReservation
  Dialogue 4  Receiving a Travel Group
  Dialogue 5  Extending the Stay
Chapter Three  The Bellman
  Dialogue 1  Check in Services
  Dialogue 2  Show the Way to Her Room
  Dialogue 3  Delivery of Luggage
  Dialogue 4  Ordering a Taxi
  Dialogue 5  Ticket-Booking Service
Chapter Four  At the Information Desk
  Dialogue 1  Showing the Way inside theHotel
  Dialogue 2  Showing the Way outside theHotel
  Dialogue 3  Introduction Some Scenic Spot andShopping Center
  Dialogue 4  About the Traffic
Chapter Five  Telephone Operator
  Dialogue 1  An Overseas Call
  Dialogue 2  In-house Call Service
  Dialogue 3  Leaving a Telephone Message
  Dialogue 4  Answering Guest's Inquires
Chapte Six  Settling Guests' Complaints
  Dialogue 1  Settling Complaints aboutAir-conditioner
  Dialogue 2  Settling Complaints about BadQuality of Food
  Dialogue 3  Settling Complaints aboutSlowness in Service
Chapter Seven  The Business Center
  Dialogue 1  Recommending ExpressService
  Dialogue 2  Typing, Photocopying
  Dialogue 3  Receiving and Sending Fax
Chapter Eight  The Cashier
  Dialogue 1  Foreign Currency Exchange
  Dialogue 2  Checking in Cash
  Dialogue 3  Checking with Traveler'sCheck
  Dialogue 4  Checking by Credit Card
  Dialogue 5  Mis-calculation
Chapter Nine  At the Conference
  Dialogue 1  Introduction of Hotel MeetingFacilities
  Dialogue 2  Changing the MeetingServices
  Dialogue 3  Offering Special Services
Part Two  THE HOUSEKEEPING DEPARTMENT
Chapter Ten  Receiving Guests
  Dialogue 1  Guiding the Guest to TheirRooms
  Dialogue 2  Introducing the RoomFacilities
  Dialogue 3  About Hotel Services
Chapter Eleven  Chamber Service
  Dialogue 1  Cleaning the Room
  Dialogue 2  Changing the Room
  Dialogue 3  Adding beds
  Dialogue 4  Turn-down Services
  Dialogue 5  Claim and Damage
Chapter Twelve  Special Service
  Dialogue 1  Buying Things on Request
  Dialogue 2  Borrowing Something
  Dialogue 3  Wanting to Add Something
Chapter Thirteen  Laundry Service.
  Dialogue 1  Explaining How to Get theService
  Dialogue 2  Filling the Laundry Lists
  Dialogue 3  Choose Express Service..
  Dialogue 4  Misdelivering the Laundry
Chapter Fourteen  Miscellaneous Service
  Dialogue 1  Asking for Baby-sittingService
  Dialogue 2  Dealing with Emergency
  Dialogue 3  Asking for a Doctor
  Dialogue 4  A Morning Call
Chapter Fifteen  Maintenance Serviee
  Dialogue l  Introduction on CertainFacilities in the Room
  Dialogue 2  Repairing the WashingMachine
  Dialogue 3  Something Wrong with theToilet
Part Three  FOOD AND BERVERAGE DEPARTMENT
Chapter Sixteen  Reservation Service
  Dialogue 1  A Call Reservation
  Dialogue 2  Refusing a Reservation
  Dialogue 3  Cancel a Reservation
  Dialogue 4  Receiving the Dinner
  Dialogue 5  Receiving Walk-in Guests
  Dialogue 6  No Empty Seats
Chapter Seventeen  Chinese Food
  Dialogue 1  Ordering Chinese Dishes
  Dialogue 2  Recommendation
  Dialogue 3  Special Chinese Food
  Dialogue 4  Wines and Drinks in ChineseRestaurant
Chapter Eighteen  Serving Dishes
  Dialogue 1  Misserving
  Dialogue 2  Special Need in Dishes
  Dialogue 3  Complaints about the Dishes
  Dialogue 4  Dessert Ordering
Chapter Nineteen  Offering Room Serving
  Dialogue 1  Ordering Chinese Breakfast
  Dialogue 2  Ordering Western Breakfast
  Dialogue 3  Special Ordering
  Dialogue 4  Dish Delivering
Chapter Twenty  At the Bar
  Dialogue 1  Ordering Chinese Wines
  Dialogue 2  Ordering Western Wines
  Dialogue 3  Crazy Bar
  Dialogue 4  Chatting with a Guest
Chapter Twenty-One  Western Food and Buffet
  Dialogue 1  Dinner in a WesternRestaurant
  Dialogue 2  Dinner a La Carte
  Dialogue 3  Buffet
Chapter Twenty-Two  Ways of Paying
  Dialogue 1  Signing the Bill
  Dialogue 2  Paying with Credit Card
  Dialogue 3  Paying in Cash
  Dialogue 4 Explain the Bill
Part Four  SHOPPING
Chapter Twenty-Three  At the Arts and Crafts
  Dialogue 1  Greeting Customers
  Dialogue 2  Recommending Jewelry
  Dialogue 3  Introducing China Silk.
  Dialogue 4  Testing the Quality.
Chapter Twenty-Four  At the Souvenir
  Dialogue 1  Introducing China Painting
  Dialogue 2  Chinaware
  Dialogue 3  Recommending Other Products
Chapter Twenty-Five  At the Food Shop
  Dialogue 1  Introducing Local Products
  Dialogue 2  Introducing Tea
  Dialogue 3  Wrapping the Goods
Part Five  RECREATION AND FITNESS CENTER
Chapter Twenty-Six  At Sing and Dance Hall
  Dialogue 1  At the Night Club
  Dialogue 2  At the Karaoke Bar
  Dialogue 3  At the KTV Parlor
  Dialogue 4  At Dancing Hall
Chapter Twenty-Seven  At the Health Club
  Dialogue 1  Introduce the Facilities
  Dialogue 2  At Bowling Room
  Dialogue 3  At The Swimming Pool
  Dialogue 4  At Sauna
Chapter Twenty-Eight  At the Chess
  Dialogue 1  At Billiards
  Dialogue 2  Playing Bridge
  Dialogue 3  Getting the Membership Card
Chapter Twenty-Nine  At the Beauty Center
  Dialogue 1  At the Beauty Salon
  Dialogue 2  At the Barber's
  Dialogue 3  Facial Treatment
APPENDIX I  Useful Words and Terms for HotelEnglish
APPENDIX II  Tapescripts for Listening Exercises
Reference