饭店情境英语口语

CONTENTS 目 录

Part One
English Skills Training for Front Office Services

Module 1 Reservation003
Task 1 Phone Call Reservation006
Task 2 Face-to-face Reservation 012
Task 3 Group Reservation017
Task 4 Changing Reservation 022
Module 2 Front Desk ( I )029
Task 1 Checking in with Reservation032
Task 2 Checking in without Reservation037
Task 3 Late Checking in044
Module 3 Front Desk (II)052
Task 1 Complaint of Slow Delivery054
Task 2 Complaint of Noisy Room058
Task 3 Suggestion and Showing Way 062
Module 4 Concierge 069
Task 1 Introduction of Hotel Services and Facilities071
Task 2 Baggage Service076
Module 5 Telephone Desk085
Task 1 Taking a Message087
Task 2 Wake-up Call Service092
Task 3 Ticket Booking Service096
Module 6 Checking out104
Task 1 Checking out106
Task 2 Complaint about the Bill111
Task 3 Money Exchange115

Part Two
English Skills Training for Food and Beverage Services

Module 1 Sales and Marketing 123
Task Receiving Table Bookings 125
Module 2 Restaurant (Ⅰ)131
Task 1 Seating Guests133
Task 2 Taking Chinese Food Orders137
Task 3 Taking Western Food Orders142
Module 3 Restaurant (Ⅱ)150
Task 1 Serving Dishes152
Task 2 Serving Wine156
Module 4 Settling Bill Problems162
Task 1 Payment Methods 164
Task 2 Settling Bill Problem168
Module 5 Bar175
Task 1 Taking Cocktail Orders 177
Task 2 Taking Soft Drink Orders182
Module 6 Room Service188
Task 1 Taking Room Service Orders 192
Task 2 Delivering Food197

Part Three
English Skills Training for Housekeeping Services

Module 1 The Service of Housekeeper206
Task Cleaning the Public Areas208
Module 2 Room Turn Down Services213
Task Turn Down Service215
Module 3 Housekeeping Services220
Task 1 Escorting the Guest to the Guestroom222
Task 2 Collecting and Returning the Laundry226
Task 3 Explaining the Laundry Service 231
Task 4 Baby-Sitting Service235
Task 5 Extra Bed Service239
Task 6 Emergency Preparedness243
Module 4 Room Cleaning249
Task 1 Facilities for the Handicapped251
Task 2 Occupied Guest Room Cleaning255
Module 5 Guest Room Maintenance260
Task Problems of Room Facilities262
Module 6 Handling Complaints269
Task 1 Noise from Refrigerator271
Task 2 Handling the Complaint of a Rude Room Attendant274
Task 3 Handling the Complaint of Dirty Tap Water278