飯店英語

PART ONE FRONT DESK SERVICES
　Unit 1　Reservation
? 1 Accepting a Reservation
? 2 The Hotel is fully Booked
? 3 Changing the Reservation Date
? 4 Cancelling the Reservation
　Unit 2 Check?in
? 1 Checking in for the Guest with Reservation
? 2 Checking in for the Guest without Reservation
? 3 Checking in for a Group
? 4 No Reservation and the Hotel is fully Booked
　Unit 3 Calling Service
　 1 Paging a Guest
? 2 Calling for the Guest
? 3 Leaving a Message
? 4 Placing Morning Calls
　Unit 4 Exchanging Money
? 1 Normal Procedure
? 2 The Night Change Limits
? 3 Cash a Check
? 4 There’s No Full Exchange Service
　Unit 5 Delivering Luggage
? 1 At the Door
? 2 After Checking in
? 3 Arriving at the Room
? 4 Delivering Bags to the Wrong Room
? 5 Before Checking out
　Unit 6 Information
? 1 Giving Directions to the Hotel
? 2 Giving Information
? 3 Introducing about Entertainment in the Hotel
? 4 About the Restaurants
? 5 Where to Buy some Cigarettes
　Unit 7 Check?out
? 1 Paying in Cash
? 2 Paying with Credit Cards
? 3 Explaining the Bill
? 4 The Hotel Doesn’t Accept Personal Checks
　Unit 8 Other Services
? 1 Greeting an Arriving Guest
? 2 Depositing Bags
? 3 Delivering Letters for the Guests
? 4 When the Guests Want the Keys
? 5 Booking a Plane Ticket
PART TWO HOUSEKEEPING SERVICES
　Unit 1 Floor Attendants
? 1 Showing the Guests to their Rooms
? 2 Introducing the Room Facilities
? 3 About the Hotel Services
　Unit 2 Chamber Service
1 Cleaning the Room
? 2 Asking for an Early Cleaning
? 3 Turn?down Service
　Unit 3 Laundry Service
? 1 Explaining Laundry Service
? 2 Demanding Laundry Service
? 3 Suggesting Express Laundry Service
　Unit 4 Miscellaneous Services
? 1 Providing Something Extra on Request
? 2 Shopping for Guests
? 3 About Room Service
　Unit 5 Special Problems
? 1 Babysitting Service
? 2 Compensation
? 3 A Sick Guest
　Unit 6 Dealing with the Complaints
? 1 Toilet Problem
? 2 Television Problem
? 3 The Air Conditioner is out of Work
? 4 People Next Door are Noisy
　Unit 7 Lost and Found
? 1 My Necklace is Missing
? 2 When the Guest has Checked out
? 3 Mailing the Lost Property to its Owner
? 4 Your Bag has been Found
　Unit 8 Creating a Home away From Home
? 1 A Birthday Party
? 2 A Big Surprise
? 3 Wish You a Pleasant Heart
PART THREE FOOD ＆ BEVERAGE SERVICES
　Unit 1 Reserving a Table
? 1 A Reservation for Mrs?Dunlop
? 2 Reserving a Banquet
? 3 Overbooking
　Unit 2 Seating Guests
? 1 Seating the Guest with a Reservation
? 2 Seating the Guest without a Reservation
? 3 We Want a Larger Lazy Susan
　Unit 3 Taking Orders
? 1 Taking a la Carte Order
? 2 Ordering Dinner for Two
? 3 Ordering Breakfast
　Unit 4 Serving Dishes
? 1 A Chinese Banquet
? 2 In the Coffee Shop
? 3 At the Bar
　Unit 5 Room Service
? 1 Replenishing the Mini?Bar
? 2 Ordering Room Service
? 3 Sending the Ordered Meal to the Guest’s Room
Unit 6 Catering for Guests
? 1 Having Birthday in China
? 2 Enjoying Moon Cakes
? 3 Arranging Special Food
　Unit 7 Complaints
? 1 Complaining about Dish
? 2 We are in a Hurry
? 3 Wrong Bill
　Unit 8 Ways of Payment
? 1 Paying by Cash
? 2 Paying with the Credit Card
? 3 Signing the Bill
PART FOUR AUXILIARY SERVICES
　Unit 1　Services for Business
? 1 Copying
? 2 Fax Sending
? 3 Sending E?mail
? 4 Typing
　Unit 2 Services for Meeting and Exhibition
? 1 Booking a Meeting
? 2 Arranging the Meeting Room
? 3 Booking an Exhibition
? 4 Handling the Urgent Needs
　Unit 3 Services for Health
? 1 Swimming
? 2 Sauna Bath
? 3 Bowling
? 4 Body Building
　Unit 4 Services for Recreation
? 1 Night Club
? 2 Dancing
? 3 Seeing a Movie
? 4 Comment on Sports
　Unit 5 Services for Beauty
? 1 Having a Hair Cut
? 2 Having a Hair Done
? 3 Having a Hair Dyed
? 4 Having a Facial Treatment
　Unit 6 Services for Shopping
? 1 Choosing Silk Fabrics
? 2 Chinese Culture and Tea
? 3 Choosing Souvenir Gift
? 4 Choosing Traditional Chinese Paintings
　Unit 7 Services for Tourism
? 1 Asking Information about Traveling
? 2 Asking about the Sights
? 3 Reserving a Natural Scenery Tour
? 4 Arranging the Itinerary
　Unit 8 Other Services
? 1 Seeing the Doctor
　 2 Ordering a Taxi
? 3 Charging for Children
? 4 A Guest with Animals
AppendixⅠ A Welcome Letter from the Hotel Manger
AppendixⅡ Online Booking
AppendixⅢ Chinese Cuisine
AppendixⅣ Western Cuisine
AppendixⅤ Terms of Room Services
Reference