作者：孙小珂 主编，（美）Marilyn Harmon 审定
页数：207
出版社：武汉大学出版社
出版日期：2007
ISBN：9787307054264
电子书格式：pdf/epub/txt
内容简介
本书凝聚了作者长期教学实践积累的成果，分为两部分：第一部分以情景对话的形式指出各个部门的工作职责和服务规范，包括语言规范；第二部分为短文，重点介绍饭店的特点、类型以及重要部门的人员配置和职责，并提供了饭店专门术语。
本书特色
本书为旅游管理学专业的本科、专科的教材。全书以饭店各部门工作人员的工作程序与职责为主线，第一部分以英语对话形式再现各岗位工作人员服务情景；第二部分为饭店英语阅读，集中了近几年有关饭店管理的最新资料，对饭店总体及各主要部分进行了介绍。本书每节课后都配有适当练习，形式多样，以利于巩固学生所学的知识。
目录
Part one Situational DiaIogues
Unit 1 Making Reservations
Unit 2 Check in
Unit 3 Bell Service
Unit 4 Concierge Service
Unit 5 Chamber Service
Unit 6 LaundIy and Valet Services
Unit 7 Guest Service
Unit 8 At a Chinese Restaurant
Unit 9 At a Westem Restaurant
Unit 10 Business and Entertainment Services
Unit 11 Sales Pmmotion
Unit 12 Public Relations
Unit 13 Complaints
Unit 14 Check Out
Part Two Readings
Unit 1 Hotels in the World
Unit 2 Ways of Categorizing Hotels
Unit 3 Serviced Accommodation
Unit 4 Self-service Accommodation
Unit 5 The Front 0ffice
Unit 6 The Housekeeping
Unit 7 The Food and Beverage
Unit 8 Marketing
Exercises Key
Reference
Unit 1 Making Reservations
Unit 2 Check in
Unit 3 Bell Service
Unit 4 Concierge Service
Unit 5 Chamber Service
Unit 6 LaundIy and Valet Services
Unit 7 Guest Service
Unit 8 At a Chinese Restaurant
Unit 9 At a Westem Restaurant
Unit 10 Business and Entertainment Services
Unit 11 Sales Pmmotion
Unit 12 Public Relations
Unit 13 Complaints
Unit 14 Check Out
Part Two Readings
Unit 1 Hotels in the World
Unit 2 Ways of Categorizing Hotels
Unit 3 Serviced Accommodation
Unit 4 Self-service Accommodation
Unit 5 The Front 0ffice
Unit 6 The Housekeeping
Unit 7 The Food and Beverage
Unit 8 Marketing
Exercises Key
Reference
