酒店英语

目　录
Module one　Front Office
Unit 1　Room Reservation　2
Lesson 1　Room Reservation by Telephone　3
Lesson 2　Face to Face Reservation　7
Revision　One　11
Unit 2　Check in　15
Lesson 3　Welcoming a Guest　16
Lesson 4　Registering for a Guest　20
Revision　Two　24
Unit 3　Information Service　27
Lesson 5　Getting some Suggestions about Amusing　28
Lesson 6　Getting some Suggestions about Tour　32
Revision　Three　36
Unit 4　Telephone Service　39
Lesson 7　Connecting Phone Line　40
Lesson 8　Asking for Leaving a Message　44
Lesson 9　Wake-up Service　48
Revision　Four　51
Unit 5　Business Center　55
Lesson 10　Fax & Copy Files　56
Lesson 11　Typing a Document　60
Lesson 12　Express Mail Service　64
Lesson 13　Train Ticket Booking　68
Lesson 14　Air Ticket Booking　71
Revision　Five　75
Unit 6　Check out　78
Lesson 15　Paying in Cash　79
Lesson 16　Paying by Credit Card　83
Revision　Six　86
Module Two　Housekeeping
Unit 7　Room Service　90
Lesson 17　Taking Telephone Orders for Breakfast　91
Lesson 18　Serving Breakfast in the Room　94
Revision　Seven　98
Unit 8　Room-cleaning Service　101
Lesson 19　Tidying up and Cleaning the Room　102
Lesson 20　Turn-down Service　105
Revision　Eight　109
Unit 9　Laundry Service　111
Lesson 21　Explaining how to Get the Service　112
Lesson 22　Suggesting Express Service　116
Revision　Nine　119
Unit 10　Maintenance Service　122
Lesson 23　Repairing the Toilet and the Outlet　123
Lesson 24　Repairing the TV Set　127
Lesson 25　Repairing the Air-conditioner　130
Revision　Ten　133
Unit 11　Settling Guests’ Complaints 　137
Lesson 26　Changing the Room　139
Lesson 27　Lost and Found　142
Lesson 28　Extending the Stay without Paying　146
Lesson 29　Complaining about the Temperature of the Room　150
Revision　Eleven　153
Module Three　Service in the Restaurant
Unit 12　Booking a Table　158
Lesson 30　A Reservation Call for Dinner　159
Lesson 31　Having Dinner Without Reservation　163
Revision　Twelve　166
Unit 13　Ordering Dishes　169
Lesson 32　Having Chinese Food　170
Lesson 33　Having Western Food　174
Revision　Thirteen　177
Unit 14　Services During the Meal　181
Lesson 34　Dealing with Requests　182
Lesson 35　Dealing with Complaints and Paying Bills　186
Revision　Fourteen　191
Unit 15　Beverage Service　194
Lesson 36　Serving Drinks(1)　195
Lesson 37　Serving Drinks(2)　199
Lesson 38　Serving Cocktails　202
Revision　Fifteen　205
Module Four　Health & Recreation Center
Unit 16　Gymnasium Service　211
Lesson 39　Introducing the Facilities　212
Lesson 40　Knowing about Some Sports Events　216
Revision　Sixteen　219
Unit 17　Swimming Pool Service　222
Lesson 41　Introducing the Swimming Pool　223
Lesson 42　Swimming Service　227
Revision　Seventeen　231
Unit 18　Bowling Service　234
Lesson 43　Offering Bowling Room Service　235
Lesson 44　Playing Bowling　238
Lesson 45　Talking about Ball Games　242
Revision　Eighteen　245
Unit 19　Golf Service　248
Lesson 46　Talking about Golf　249
Lesson 47　Offer golf Service　252
Lesson 48　Playing Golf　255
Revision　Nineteen　259
Appendix
Appendix Ⅰ　Common EngLish Words of Hotel(附录一　酒店常用英语词汇)　262
Appendix Ⅱ　Elementary English Knowledge for Hotel(附录二　初级星级酒店英语基本知识)　267
Appendix Ⅲ　Fire Prevention Measures(附录三　防火措施)　277