高职高专“十一五”规划教材·旅游管理系列：饭店英语

　　PART?ONEFRONT?DESK?SERVICES
　　Unit?1Reservation3
　　1?Accepting?a?Reservation3
　　2?The?Hotel?is?fully?Booked3
　　3?Changing?the?Reservation?Date4
　　4?Cancelling?the?Reservation4
　　Unit?2Checkin9
　　1?Checking?in?for?the?Guest?with?Reservation9
　　2?Checking?in?for?the?Guest?without?Reservation9
　　3?Checking?in?for?a?Group10
　　4?No?Reservation?and?the?Hotel?is?fully?Booked11
　　Unit?3Calling?Service15
　　1?Paging?a?Guest15
　　2?Calling?for?the?Guest15
　　3?Leaving?a?Message16
　　4?Placing?Morning?Calls16
　　Unit?4Exchanging?Money21
　　1?Normal?Procedure21
　　2?The?Night?Change?Limits21
　　3?Cash?a?Check22
　　4?There’s?No?Full?Exchange?Service22
　　Unit?5Delivering?Luggage25
　　1?At?the?Door25
　　2?After?Checking?in25
　　3?Arriving?at?the?Room26
　　4?Delivering?Bags?to?the?Wrong?Room26
　　5?Before?Checking?out27
　　Unit?6Information31
　　1?Giving?Directions?to?the?Hotel31
　　2?Giving?Information31
　　3?Introducing?about?Entertainment?in?the?Hotel32
　　4?About?the?Restaurants32
　　5?Where?to?Buy?some?Cigarettes33
　　Unit?7Checkout37
　　1?Paying?in?Cash37
　　2?Paying?with?Credit?Cards37
　　3?Explaining?the?Bill38
　　4?The?Hotel?Doesn’t?Accept?Personal?Checks38
　　Unit?8Other?Services41
　　1?Greeting?an?Arriving?Guest41
　　2?Depositing?Bags41
　　3?Delivering?Letters?for?the?Guests42
　　4?When?the?Guests?Want?the?Keys42
　　5?Booking?a?Plane?Ticket43
　　PART?TWOHOUSEKEEPING?SERVICES
　　Unit?1Floor?Attendants47
　　1?Showing?the?Guests?to?their?Rooms47
　　2?Introducing?the?Room?Facilities47
　　3?About?the?Hotel?Services48
　　Unit?2Chamber?Service51
　　1?Cleaning?the?Room51
　　2??Asking?for?an?Early?Cleaning51
　　3??Turndown?Service52
　　Unit?3Laundry?Service57
　　1??Explaining?Laundry?Service57
　　2?Demanding?Laundry?Service57
　　3??Suggesting?Express?Laundry?Service58
　　Unit?4Miscellaneous?Services61
　　1?Providing?Something?Extra?on?Request61
　　2?Shopping?for?Guests61
　　3?About?Room?Service62
　　Unit?5Special?Problems65
　　1?Babysitting?Service65
　　2?Compensation65
　　3?A?Sick?Guest66
　　Unit?6Dealing?with?the?Complaints69
　　1?Toilet?Problem69
　　2?Television?Problem69
　　3?The?Air?Conditioner?is?out?of?Work70
　　4?People?Next?Door?are?Noisy70
　　Unit?7Lost?and?Found75
　　1?My?Necklace?is?Missing75
　　2?When?the?Guest?has?Checked?out75
　　3?Mailing?the?Lost?Property?to?its?Owner76
　　4?Your?Bag?has?been?Found77
　　Unit?8Creating?a?Home?away?From?Home79
　　1??A?Birthday?Party79
　　2?A?Big?Surprise79
　　3?Wish?You?a?Pleasant?Heart80
　　PART?THREEFOOD?&?BEVERAGE?SERVICES
　　Unit?1Reserving?a?Table85
　　1?A?Reservation?for?MrsDunlop85
　　2?Reserving?a?Banquet85
　　3?Overbooking86
　　Unit?2Seating?Guests89
　　1?Seating?the?Guest?with?a?Reservation89
　　2?Seating?the?Guest?without?a?Reservation89
　　3?We?Want?a?Larger?Lazy?Susan90
　　Unit?3Taking?Orders93
　　1?Taking?a?la?Carte?Order93
　　2?Ordering?Dinner?for?Two94
　　3?Ordering?Breakfast94
　　Unit?4Serving?Dishes99
　　1?A?Chinese?Banquet99
　　2?In?the?Coffee?Shop100
　　3?At?the?Bar100
　　Unit?5Room?Service105
　　1?Replenishing?the?MiniBar105
　　2?Ordering?Room?Service105
　　3?Sending?the?Ordered?Meal?to?the?Guest’s?Room106
　　Unit?6Catering?for?Guests109
　　1?Having?Birthday?in?China109
　　2?Enjoying?Moon?Cakes109
　　3?Arranging?Special?Food110
　　Unit?7Complaints115
　　1?Complaining?about?Dish115
　　2?We?are?in?a?Hurry115
　　3?Wrong?Bill116
　　Unit?8Ways?of?Payment121
　　1?Paying?by?Cash121
　　2?Paying?with?the?Credit?Card121
　　3?Signing?the?Bill122
　　PART?FOURAUXILIARY?SERVICES
　　Unit?1Services?for?Business129
　　1?Copying129
　　2?Fax?Sending129
　　3?Sending?Email130
　　4?Typing130
　　Unit?2Services?for?Meeting?and?Exhibition133
　　1?Booking?a?Meeting133
　　2?Arranging?the?Meeting?Room133
　　3?Booking?an?Exhibition134
　　4?Handling?the?Urgent?Needs135
　　Unit?3Services?for?Health139
　　1?Swimming139
　　2?Sauna?Bath139
　　3?Bowling140
　　4?Body?Building141
　　Unit?4Services?for?Recreation145
　　1?Night?Club145
　　2?Dancing146
　　3?Seeing?a?Movie146
　　4?Comment?on?Sports147
　　Unit?5Services?for?Beauty151
　　1?Having?a?Hair?Cut151
　　2?Having?a?Hair?Done151
　　3?Having?a?Hair?Dyed152
　　4?Having?a?Facial?Treatment153
　　Unit?6Services?for?Shopping157
　　1?Choosing?Silk?Fabrics157
　　2?Chinese?Culture?and?Tea157
　　3?Choosing?Souvenir?Gift158
　　4?Choosing?Traditional?Chinese?Paintings159
　　Unit?7Services?for?Tourism163
　　1?Asking?Information?about?Traveling163
　　2?Asking?about?the?Sights163
　　3?Reserving?a?Natural?Scenery?Tour164
　　4?Arranging?the?Itinerary165
　　Unit?8Other?Services169
　　1?Seeing?the?Doctor169
　　2?Ordering?a?Taxi170
　　3?Charging?for?Children170
　　4?A?Guest?with?Animals171
　　Appendix?ⅠA?Welcome?Letter?from?the?Hotel?Manger173
　　Appendix?ⅡOnline?Booking174
　　Appendix?ⅢChinese?Cuisine175
　　Appendix?ⅣWestern?Cuisine177
　　Appendix?ⅤTerms?of?Room?Services179
　　Reference181

　　本书用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、全面、实用，同时也增加了饭店经营过程中可能遇到的新知识，使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。本教材适用于高职高专广大旅游专业学生，以及有志于从事和现已从事旅游服务工作的人员。