饭店服务英语2025|PDF|Epub|mobi|kindle电子书版本百度云盘下载

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Workshop One English For Front Office2

Unit One Reservation2

Part One Key Points for Teaching,Learning＆Assessment in the Unit2

Part Two Sample Communication3

Sample Ⅰ Receiving a Reservation(Basic Procedures)3

Sample Ⅱ We Are Fully Booked3

Part Three Related Background Knowledge5

Reading Material Advance Reservations5

Unit Two Reception7

Part One Key Points for Teaching,Learning＆Assessment in the Unit7

Part Two Sample Communication8

Sample Ⅰ A Guest with Advance Reservation Checks in8

Sample Ⅱ Registering a Tour Group8

Part Three Related Background Knowledge12

Reading Material What Should Hotel Receptionist Do?12

Unit Three Bell Service14

Part One Key Points for Teaching,Learning＆Assessment in the Unit14

Part Two Sample Communication15

Sample Ⅰ Receiving a Guest＆Bringing Him to His Room15

Sample Ⅱ Running Errands for Guests15

Sample Ⅲ Getting down the Luggage before the Guests Check out16

Sample Ⅳ Hiring a Taxi16

Part Three Related Background Knowledge18

Reading Material The Front Desk Employees18

Unit Four Money Exchange20

Part One Key Points for Teaching,Learning＆Assessment in the Unit20

Part Two Sample Communication21

Sample Ⅰ Normal Transaction21

Sample Ⅱ The Night Change Limits21

Sample Ⅲ A Guest Wants to Change Traveler's Check22

Part Three Related Background Knowledge23

Reading Material The Accounting Department23

Unit Five Telephone Operator25

Part One Key Points forTeaching,learning＆Assessment in the Unit25

Part Two Sample Communication26

Sample Ⅰ An Overseas Call26

Sample Ⅱ Morning Call26

Sample Ⅲ Taking a Message27

Part Three Related Background Knowledge28

Reading Material Guide to Telephone Behavior28

Unit Six Information30

Part One Key Points for Teaching,Learning＆Assessment in the Unit30

Part Two Sample Communication31

Sample Ⅰ Inquiring about Telephone Fee31

Sample Ⅱ Giving Information31

Sample Ⅲ Posting a Letter32

Part Three Related Background Knowledge33

Reading Material Ways of Categorizing Hotels33

Unit Seven Complaints35

Part One Key Points for Teaching,Learning＆Assessment in the Unit35

Part Two Sample Communication36

Sample Ⅰ Misunderstanding in Front Desk36

Sample Ⅱ All Is a Mess36

Sample Ⅲ Changing a Room37

Sample Ⅳ Missing37

Part Three Related Background Knowledge39

Reading Material Ⅰ Knowing the Hotel39

Reading Material Ⅱ Coping with Customer Problems39

Reading Material Ⅲ How to Deal with Complaints40

Unit Eight Paying the Bill and Checking Out42

Part One Key Points for Teaching,Learning＆Assessment in the Unit42

Part Two Sample Communication43

Sample Ⅰ Paying by Credit Card43

Sample Ⅱ Paying Cash in US Dollars43

Sample Ⅲ Checking out44

Part Three Related Background Knowledge46

Reading Material What Does a Cashier Pay Attention to?46

Workshop Two English For Housekeeping Department50

Unit Nine Room Cleaning50

Part One Key Points for Teaching,Learning＆Assessment in the Unit50

Part Two Sample Communication51

Sample Ⅰ Housekeeping(Basic Procedures)51

Sample Ⅱ Being Asked to Clean the Room Earlier51

Sample Ⅲ Turn down Service51

Part Three Related Background Knowledge52

Reading Material Ⅰ Housekeeping Department52

Reading Material Ⅱ Standards for Turn down Service53

Unit Ten Guests' Requests55

Part One Key Points for Teaching,Learning＆Assessment in the Unit55

Part Two Sample Communication56

Sample Ⅰ Morning Call56

Sample Ⅱ Asking for an Extra Bed56

Sample Ⅲ Borrowing Something56

Part Three Related Background Knowledge57

Reading Material Ⅰ Some Other Hotel Service57

Reading Material Ⅱ Room Types58

Unit Eleven Laundry and Valet Service59

Part One Key Points for Teaching,Learning＆Assessment in the Unit59

Part Two Sample Communication60

Sample Ⅰ Taking Laundry60

Sample Ⅱ Delivering Laundry by Mistake60

Part Three Related Background Knowledge62

Reading Material What Do Customers Really Want?62

Unit Twelve Lost and Found64

Part One Key Points for Teaching,Learning＆Assessment in the Unit64

Part Two Sample Communication65

Sample Ⅰ My Camera Is Missing65

Sample Ⅱ Mailing the Lost Property to its Owner65

Part Three Related Background Knowledge67

Reading Material Hotel Services67

Unit Thirteen Damage and Compensation70

Part One Key Points for Teaching,Learning＆Assessment in the Unit70

Part Two Sample Communication71

Sample Ⅰ Damage71

Sample Ⅱ Compensation71

Part Three Related Background Knowledge72

Reading Material Promotion72

Unit Fourteen Problems and Maintenance74

Part One Key Points for Teaching,Learning＆Assessment in the Unit74

Part Two Sample Communication75

Sample Ⅰ Television Problems75

Sample Ⅱ The Smoke Detector is Flashing75

Sample Ⅲ There is Something Wrong with the Toilet75

Sample Ⅳ People Next Door are Very Noisy76

Sample Ⅴ The Light is Too Dim76

Sample Ⅵ The Air Conditioner Problems76

Part Three Related Background Knowledge77

Reading Material Engineering77

Workshop Three English For Food And Beverage Department80

Unit Fifteen Restaurant Reservation80

Part One Key Points for Teaching,Learning＆Assessment in the Unit80

Part Two Sample Communication81

Sample Ⅰ Accepting a Reservation81

Sample Ⅱ Refusing a Reservation81

Part Three Related Background Knowledge82

Reading Material Food and Beverage Department82

Unit Sixteen Receiving Diners84

Part One Key Points for Teaching,Learning＆Assessment in the Unit84

Part Two Sample Communication85

Sample Ⅰ Seating Guests85

Sample Ⅱ There isn't a Table85

Sample Ⅲ Seating Walk-in Guests85

Part Three Related Background Knowledge87

Reading Material Restaurants Categorized by Services87

Unit Seventeen Taking Orders and Recommendations90

Part One Key Points for Teaching,Learning＆Assessment in the Unit90

Part Two Sample Communication91

Sample Ⅰ What Would You Like to Order?91

Sample Ⅱ Recommendation91

Part Three Related Background Knowledge93

Reading Material Special Cuisine93

Unit Eighteen Breakfast96

Part One Key Points for Teaching,Learning＆Assessment in the Unit96

Part Two Sample Communication97

Sample Ⅰ Having the Continental Breakfast97

Sample Ⅱ A Chinese Breakfast97

Part Three Related Background Knowledge98

Reading Material Meals98

Unit Nineteen Dinner101

Part One Key Points for Teaching,Learning＆Assessment in the Unit101

Part Two Sample Communication102

Sample Ⅰ A La Carte102

Sample Ⅱ The Chef's Specialties102

Sample Ⅲ With a Performance102

Part Three Related Background Knowledge104

Reading Material Table Manners104

Unit Twenty Chinese Food Restaurant106

Part One Key Points for Teaching,Learning＆Assessment in the Unit106

Part Two Sample Communication107

Sample Ⅰ Introducing Chinese Food107

Sample Ⅱ Ordering a Chinese Dinner108

Sample Ⅲ A Special Meal108

Part Three Related Background Knowledge110

Reading Material Ⅰ The Culinary Arts of China110

Reading Material Ⅱ Local Cuisine111

Reading Material Ⅲ Chinese Banquet113

Unit Twenty-One Western Food Restaurant114

Part One Key Points for Teaching,Learning＆Assessment in the Unit114

Part Two Sample Communication115

Sample Ⅰ At the Restaurant115

Sample Ⅱ Western Food115

Part Three Related Background Knowledges117

Reading Material Ⅰ Don'ts at the Table117

Reading Material Ⅱ Western Banquet118

Unit Twenty-Two Room Service119

Part One Key Points for Teaching,Learning＆Assessment in the Unit119

Part Two Sample Communication120

Sample Ⅰ The Procedure of Room Service120

Sample Ⅱ Ordering Breakfast120

Part Three Related Background Knowledge121

Reading Material How to Meet Guests' Needs121

Unit Twenty-Three Buffet and Coffee Shop123

Part One Key Points for Teaching,Learning＆Assessment in the Unit123

Part Two Sample Communication124

Sample Ⅰ Buffet124

Sample Ⅱ Coffee Break124

Part Three Related Background Knowledge125

Reading Material Ⅰ Personnel Structure in the Foodservice Industry125

Reading Material Ⅱ Coffee Break126

Unit Twenty-Four Complaints127

Part One Key Points for Teaching,Learning＆Assessment in the Unit127

Part Two Sample Communication128

Sample Ⅰ Complaints about Food（Ⅰ）128

Sample Ⅱ Complaints about Food（Ⅱ）128

Sample Ⅲ Complaints about Service（Ⅰ）129

Sample Ⅳ Complaints about Service（Ⅱ）129

Part Three Related Background Knowledge131

Reading Material Learn to Be Good at Conversation131

Unit Twenty-Five Payment133

Part One Key Points for Teaching,Learning＆Assessment in the Unit133

Part Two Sample Communication134

Sample Ⅰ By Credit Card134

Sample Ⅱ By Traveler's Checks134

Part Three Related Background Knowledge135

Reading Material Ⅰ Giving the Bill135

ReadingMaterial Ⅱ A New Way to Handle Accounts135

Unit Twenty-Six At the Bar137

Part One Key Points for Teaching,Learning＆Assessment in the Unit137

Part Two Sample Communication138

Sample Ⅰ Chatting in the Bar138

Sample Ⅱ At the Bar138

Part Three Related Background Knowledge140

Reading Material Beverage Service140

Workshop Four English for Other Departments144

Unit Twenty-Seven English for Other Departments144

Part One Health Club144

Part Two Business Centre144

Part Three Post Office145

Part Four Shopping145

Part Five Beauty Parlor146

Appendix Ⅰ Useful Sentence Patterns for Hotel Service147

Appendix Ⅱ Commonly Used Words and Terms in Hotels159

References201