Part One Hotel Courtesy English
Unit 1 Hotel Courtesy English
Part Two Food and Beverage Department
Unit 2 Reserving the Table
Dialogue One: Reserving the Table
Dialogue Two: Changing the Dinner Time
Text : Banquet Service
Dialogue Three: Banquet Reservation
Unit 3 Receiving the Guest
Dialogue Four: Receiving the Guest
Dialogue Five: Receiving the Guest who has no Reservation
Dialogue Six: Recommending the Guest to Wait
Unit 4 Taking Order
Text: Knowledge about Western Food
Dialogue Seven: Taking Order about Western Food
Dialogue Eight: American-Style Breakfast
Text: Knowledge about Chinese Food
Dialogue Nine: Taking Order about Chinese Food
Unit 5 Bar Service
Text: Knowledge about Beverage
Dialogue Ten: At the Bar
Dialogue Eleven: Ordering the Foreign Wine
Dialogue Twelve: Ordering the Chinese Wine
Unit 6 Service during the Meal
Dialogue Thirteen: Service during the Meal (1)
Dialogue Fourteen : Service during the Meal (2)
Dialogue Fifteen : Service during the Meal (3)
Unit 7 Settling the Bill
Dialogue Sixteen: Setding the Bill for the Staying Guest
Dialogue Seventeen: Setding the Bill in Cash
Dialogue Eighteen: Settling the Bill by Credit Card
Part Three The Front Office and Housekeeping Service
Unit 8 Reservation Desk
Dialogue Nineteen: Reserving the Room
Dialogue Twenty: Group Reservation
Unit 9 Reception Desk
Dialogue Twenty-One: Receiving the Guest
Dialogue Twenty-Two: Receiving the Group Guests
Dialogue Twenty-Three: Recommending the Local Restaurant
Dialogue Twenty-Four: Morning Call
Dialogue Twenty-Five: Handling the Complaints
Unit 10 Bellman's Service
Dialogue Twenty-Six: Leading the Guest to the Room
Dialogue Twenty-Seven: Introducing the Hotel and the Service Facilities
Unit 11 Floor Attendant's Service
Dialogue Twenty-Eight: Cleaning the Room (1)
Dialogue Twenty- Nine : Cleaning the Room (2)
Dialogue Thirty: Dealing with the Emergency (Taking Care of the Sick Guest )
Dialogue Thirty-One: Introducing the Laundry Time and the Price
Dialogue Thirty-Two: Returning the Laundry
Unit 12 Check-out
Dialogue Thirty -Three: Exchanging the Money for the Guest
Dialogue Thirty -Four: Settling the Bill in Cash
Dialogue Thirty-Five: Settling the Bill by Credit Card
参考书目