饭店服务英语口语训练_PDF下载[76MB-百度云]陈洁主编

内容简介

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本书以饭店对客服务的全过程为主线, 通过创设饭店各岗位服务情境, 将饭店服务英语按照工作流程的顺序编写成英语情境会话, 辅以填空、角色扮演等形式的练习, 从而增强学生使用服务英语的能力。

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Section 1 Front Office Department前厅部Unit 1 Room Reservation客房预订Lesson 1 An FIT Reservation散客预订Lesson 2 Sorry， We are FuUy Booked抱歉，我们预订已满Unit 2 Check-in Service人住登记服务Lesson 1 Registering a Guest with a Reservation登记有预订的客人Lesson 2 Registering a Tour Croup团队登记Unit 3 Concierge Service礼宾服务Lesson 1 Doorman Service门童服务Lesson 2 Bellman Service行李员服务Unit 4 Switchboard Service总机服务Lesson 1 Monung Call叫醒服务Lesson 2 An Overseas Call海外电话Unit 5 Information Desk问询处Lesson 1 Giving Information提供信息Lesson 2 Receiving a Visitor接待访客Unit 6 Foreign Exchange 外币兑换Lesson 1 Normal Transaction正常程序Lesson 2 Changing Traveler’s Checks兑换旅行支票Unit 7 Handling Complaints处理投诉Lesson 1 Misunderstanding in Front Desk前台误会Lesson 2 A Guest Complains to the Manager客人向经理投诉Unit 8 Checking Out结账离店Lesson 1 Paying in Cash现金支付Lesson 2 Paying by Credit Card信用卡支付Lesson 3 Paying by Traveler’s Checks旅行支票支付Section 2 Housekeeping Department客房部Unit 9 Room Cleaning客房清扫Lesson 1 Asking to Clean the Room请求清扫客房Lesson 2 Helping Guests with Special Requests帮助有特殊要求的客人Unit 10 Laundry Service 洗衣服务Lesson 1 Taking Laundry取衣Lesson 2 Delivering Laundry by Mistake送错衣物Unit 11 Guests’ Requests客人的请求Lesson 1．A Cuest Wants a Car客人需要用车Lesson 2 Buying Something for Guests帮客人买东西Unit 12 Maintenance Service维修服务Lesson 1 A Problem with the Air Conditioner空调故障Lesson 2 A Problem with the Remote Control遥控器问题Unit 13 Dealing with Complaints处理投诉Lesson 1 Complaints about Noise噪声投诉Lesson 2 Complaints about Service服务投诉Section 3 Food and Beverage Department餐饮部Unit 14 Restaurant Reservation用餐预订Lesson 1 Accepting a Reservation接受预订Lesson 2 Refusing a Reservation拒绝预订Unit 15 Receiving Guests接待客人Lesson 1 Seating Guests引领客人Lesson 2 Receiving Walk-in Guests接待无预订客人Unit 16 Taking Orders点餐Lesson 1 In a Chinese Restaurant在中餐厅Lesson 2 In a Westem Restaurant在西餐厅Unit 17 Room Service客房送餐服务Lesson 1 The Procedure of Room Service客房送餐服务程序Lesson 2 0rdering Breakfast订早餐Unit 18 Handling Complaints处理投诉Lesson 1 Complaints about Food食物投诉Lesson 2 Complaints about Service服务投诉Unit 19 Paying Bills结账Lesson 1 Signing the Bill签单Lesson 2 Paying by Credit Card信用卡支付Unit 20 Bar Service酒吧服务Lesson 1 Serving Drinks提供酒水Lesson 2 At the Bar在吧台Section 4 Business and Recreation Department商务及康乐部Unit 21 At the Fitness Center在健身房Unit 22 At the Beauty Parlor在美容院Unit 23 At the Hotel Shop在商店Unit 24 At the Business Center在商务中心Unit 25 Convention Service会议服务