酒店房务英语

PartA Front Office Department
Module 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 ConfirmedReservation
  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 andIntroducing Facilities
  Reading Hotel Concierge
Module 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 World
Module 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 World
Module 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 ofLife
  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 Telecommunications
Module 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 Preparations
Dialogue 1 Would You Like Your Room Cleaned?
  ……
Module Eleven Cleaning the Guest Room
Module Twelve Housekeeping Services
Module Tlurteen Cleaning Public Areas
Module Fourteen Laundry and Valet Service
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