简介
本书根据高职高专“工学结合”培养模式编写。作者根据酒店行业的工作环境和岗位要求，营造了仿真的工作情境，使学生在逐项完成服务工作任务的同时，掌握相应的英语词汇、英语表达方法和沟通技巧，具备顶岗工作的能力。书中设计了Service Position、Skills and Attainments、Position Knowledge等教学栏目，实现了酒店英语语言运用能力培养和酒店服务能力培养的有机结合。本书适合高职高专酒店管理专业和旅游相关专业教学使用，也可作为酒店行业的培训教材，或酒店从业人员自学之用。
目录
Chapter OneFront Desk Service
前台 服 务
Unit OneCheck?in
单元1入住登记
Service Conversation 1You Are Our Guests
Service Conversation 2Registering a GroupThat Has a Reservation
Unit TwoComplaints and on the Guest?s Request
单元2处理投诉和回应客人要求
Service Conversation 3Our Housemaid WillBring Them to Your
Room Soon
Service Conversation 4We Do Apologize forthe Inconvenience
Chapter TwoReservation Desk Service
客房预订部服务
Unit ThreeRoom Reservation
单元3客房预订
Service Conversation 5Accepting aReservation
Service Conversation 6Recommending OtherHotels
Unit FourRevising the Reservation
单元4预订变更
Service Conversation 7Changing aReservation
Service Conversation 8Canceling aReservation for the Guest
Chapter ThreeConcierge Desk Service
礼宾部服务
Unit FiveLuggage Service
单元5行李服务
Service Conversation 9Welcome to the GreatWall Hotel
Service Conversation 10Is It Charged orFree
Unit SixCar Reservation Service
单元6车辆预订服务
Service Conversation 11Calling a Taxi atthe Hotel Gate
Service Conversation 12Car Reservation atthe Concierge Desk
Chapter FourCash Desk Service
收银台服务
Unit SevenForeign Currency Exchange
单元7外币兑换
Service Conversation 13Exchange US dollarsinto Chinese yuan
Service Conversation 14Changing at theAirport Exchange Office
Unit EightCheck Out
单元8结账退宿
Service Conversation 15Checking Out in Cash
Service Conversation 16Checking Out byCredit Card
Unit NineSolving Problems with the Bill
单元9解决账单问题
Service Conversation 17Explaining the Bill
Service Conversation 18Here Is the MoneyYou?ve Overpaid
Chapter FiveTelephone Desk Service
总机 服 务
Unit TenTelephone Operator
单元10转接电话
Service Conversation 19Outgoing Calls
Service Conversation 20Incoming Calls
Unit ElevenOther Service
单元11其他服务
Service Conversation 21The Wake?up Call
Service Conversation 22Leaving the Message
Chapter SixHousekeeping Service
客房 服 务
Unit TwelveChamber Service
单元12客房服务
Service Conversation 23May I Do the Room Now
Service Conversation 24What Time Would YouLike Me to Come Back
Unit ThirteenRoom Service
单元13客房送餐服务
Service Conversation 25Your Order WillArrive in 15 Minutes
Service Conversation 26Here Is Your ChineseBreakfast
Unit FourteenMaintenance Service
单元14维修服务
Service Conversation 27The Repairman WillCome to Your Room Soon
Service Conversation 28Repairing theFacilities in the Bathroom
Chapter SevenRestaurant Service
餐厅 服 务
Unit FifteenTable Reservation
单元15餐厅预订
Service Conversation 29Reserving a Table onValentine?s Day
Service Conversation 30Book a Table by theWindow
Unit SixteenGreeting the Guests
单元16餐厅迎客服务
Service Conversation 31Arranging One Tablefor the Non?reserved Guest
Service Conversation 32Arranging One Tablefor the Reserved Guest
Unit SeventeenTaking Orders
单元17点菜服务
Service Conversation 33Can You RecommendSome Chinese Food
Service Conversation 34The Chinese CuisineIs Divided into Eight Styles
Unit EighteenService During the Meal
单元18上菜服务与席间服务
Service Conversation 35Serving the GuestDuring the Meal
Unit NineteenSetting Accounts
单元19结账
Service Conversation 36I Forgot to Bring MyWallet with Me
Service Conversation 37Do You Accept CreditCards
Chapter EightBar Service
酒吧 服 务
Unit TwentyGeneral Service
单元20常规服务
Service Conversation 38Serving Drinks
Unit Twenty?oneDealing withComplaints and a Drunken Guest
单元21处理投诉和醉酒客人
Service Conversation 39I Am Not Happy withthe Steak
Service Conversation 40A Drunken Guest
Chapter NineBusiness Center Service（Ⅰ）
商务中心服务（一）
Unit Twenty?twoSecretarialService
单元22文秘服务
Service Conversation 41Having the MeetingMaterial Copied
Service Conversation 42Typing of theMaterial
Unit Twenty?threeFax Sending andReceiving
单元23收发传真服务
Service Conversation 43Receiving a Fax
Service Conversation 44Sending a Fax
Chapter TenBusiness Center Service（Ⅱ）
商务中心服务（二）
Unit Twenty?fourTicket Booking
单元24票务服务
Service Conversation 45Booking a TrainTicket
Service Conversation 46Booking an AirTicket
Unit Twenty?fiveConciergeService
单元25委托代办服务
Service Conversation 47Renting Equipment
Service Conversation 48Postal Expressing
Chapter ElevenHealth & RecreationCenter Service
康体中心服务
Unit Twenty?sixBody Care Service
单元26康体服务
Service Conversation 49Serving Basketball
Service Conversation 50Serving Bowling
Unit Twenty?sevenBathing Service
单元27洗浴服务
Service Conversation 51Serving Sauna
Service Conversation 52Serving Swimming
Unit Twenty?eightEntertainingService
单元28娱乐服务
Service Conversation 53Serving Ballroom
Service Conversation 54Serving Net Bar
Chapter TwelveConvention & ExhibitionCenter Service
会展中心服务
Unit Twenty?nineConventionService
单元29会议服务
Service Conversation 55Reserving theConference on the Phone
Service Conversation 56Discussing theService Details
Unit ThirtyExhibition Service
单元30展览服务
Service Conversation 57Reserving anExhibition
Service Conversation 58We?re in anUrgent Need for Your Help
Chapter ThirteenShopping Service
商场部服务
Unit Thirty?oneRecommending theArticle for the Guest
单元31为客人推荐商品
Service Conversation 59Shopping at theJewelry and Crafts Shop
Service Conversation 60Shopping at theTextile and Knitwear Shop
Unit Thirty?twoDisplaying theArticles for the Customer to Choose
单元32展示商品供客人挑选
Service Conversation 61Shopping at theChinese Arts and
Stationery Shop
Service Conversation 62Shopping at theChinese Tea Counter
Chapter FourteenOther Service
其他 服 务
Unit Thirty?threeLost and FoundService
单元33失物招领服务
Service Conversation 63Don?t Worry, Sir
Service Conversation 64Claiming My Ring
Unit Thirty?fourDepositingService
单元34寄存服务
Service Conversation 65Luggage Depositing
Service Conversation 66Safe?Deposit Box
Unit Thirty?fiveTourism Service
单元35旅游信息服务
Service Conversation 67Showing the Way
Service Conversation 68Booking a Tour
Unit Thirty?sixBaby?sittingService
单元36托婴服务
Service Conversation 69Baby?sitting Service
Key to the Exercises
练习答案
参考文献
【免费在线读】
Chapter ThreeConcierge Desk Service
礼宾部服务
Unit FiveLuggage Service
单元5行李服务
Unit SixCar Reservation Service
单元6车辆预订服务
Service Position 服务岗位
In hotels, the Concierge Desk is a position of the Front Office Department? It is mainly in charge of the luggage and car rental services of the guest who stays at the hotel?The guest always turns to the Concierge Desk for help when he meets some trouble or wants to enjoy himself during his stay at the hotel? Therefore the service of the Concierge Desk can give the guest the most important impression on hotel?s fame and image?
Skills and Attainments 服务技能与素养The Concierge Desk is responsible for meeting the guest at the door, helping him with his luggage when he firstly goes into the hotel, and then assisting him with every detail during his stay: introducing the hotel facilities and room services, arranging cars to meet the guest at the airport, railway station or dock; introducing distinctive restaurants and shopping areas in the city; making contact with travel agency to find a tour guide for the guest; and so on? Finally, when he leaves, the Concierge Desk should book tickets of vehicle for him, and help him consign the luggage? The clerks in the Concierge Desk should be familiar with many kinds of knowledge, such as the hotel facilities and procedures of hotel service; also scenic spots, entertainment and shopping areas in the city; then provide information for the guest to make decision? The clerks should also have a good ability of communication and be able to serve the guest politely and appropriately?
Concierge Desk礼宾部luggage (n?)行李fax （n?）传真package （n?）包裹，邮包reserve （v?）预订travel agency 旅行社dock （n?）码头tour guide导游vehicle（n?）交通工具consign（v?）运送fame（n?）声誉scenic spots景点
UnitFiveLuggage Service单元●5行李服务
Procedure of Service 服务流程Luggage service when the guest firstly comes to the hotelDoorman（门童）should do the following:●Greet the guest?●Open the car door for the guest?●Remind the guest with “Mind your head, please”?●Move the luggage off with the help of the bellboy?●Check whether there is something left in the car?●Close the car door and thank the driver?Bellboy（行李员）should do the following:●Move the luggage off from the car?●Count the number of luggage and confirm it with the guest?●Ask the guest whether there is reservation and lead him to the Front Desk?●Wait for the guest till he finishes check?in?●Deliver the luggage to the guest?s room?●Greet the guest again?Luggage service when the guest is going to check outBellboy should do the following:●Receive the call from the leaving guest?●Confirm the number of luggage with the guest?●Help the guest with his luggage downstairs?●Wait for the guest till he finishes check?out?●Put the luggage into the car trunk?●Greet the guest and thank him for coming to the hotel?Doorman should do the following:●Arrange cars for the guest in advance?●Pack the luggage with the help of the bellboy?●Make the guest look over and check the luggage?●Greet the guest a good trip when he gets on the car and thank the guest?s coming?
Points of Service Language 服务语言要点1? Polite expressions礼貌用语Don?t worry, your luggage will be sent up at once?别担心，您的行李很快就会送上去的。Do you mind if I put your luggage here?我把您的行李放在这里好吗？We hope you have a pleasant/an enjoyable stay, sir/madam?希望您在这儿住得愉快，先生/夫人。We look forward to serving you again?我们期待再次为您服务。2? Delivering luggage运送行李Let me help you with the luggage?请让我来帮您拿行李。How many pieces of luggage do you have? 您一共有几件行李？Is there anything valuable or breakable in your bag? 您的袋子里有什么贵重或易碎的物品吗？Just a moment, please? I?ll bring a trolley/baggage cart?请稍候。我去推一辆行李车来。Shall I put your suitcase here? 我把您的旅行箱放在这儿好吗？I?ll send the luggage up by another lift?我乘另一部电梯把行李送上去。
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