《現代酒店服務英語》根據高職高專“工學結合”培養模式編寫。作者根據酒店行業的工作環境和崗位要求，營造了仿真的工作情境，使學生在逐項完成服務工作任務的同時，掌握相應的英語辭彙、英語表達方法和溝通技巧，具備頂崗工作的能力。書中設計了“ServicePosition”、“SkillsandAttalnments”、“PositionKnowledge”等欄目，實現了酒店英語語言運用能力培養和酒店服務能力培養的有機結合。《現代酒店服務英語》適合高職高專酒店管理專業教學使用，也可作為酒店行業培訓教材，或酒店從業人員自學之用。
基本介紹
- 書名：工作過程導向新理念規劃教材•高職高專旅遊
- 出版社：清華大學出版社
- 頁數：301頁
- 開本：16
- 定價：38.00
- 作者：胡揚政
- 出版日期：2009年8月1日
- 語種：簡體中文, 英語
- ISBN：9787302185727
- 品牌：清華大學出版社
內容簡介,圖書目錄,文摘,序言,
內容簡介
《現代酒店服務英語》始終貫徹高職專業英語“以職業英語能力發展為中心”的教學理念，以“5P”模式為知識載體，旨在全面提高“新酒店人”的英語職業素養和職業技能。
Professior，職業：以酒店職業英語服務內容為主線
Positior，崗位：以不同服務崗位的工作內容組成教學模組
Procedure，工作過程：以具體服務任務和流程構成教學內容
Point，要點：以工作中的語言要求和操作注意事項為技能要點
Performarlce，演練：通過模擬服務演練提高實際套用能力
Professior，職業：以酒店職業英語服務內容為主線
Positior，崗位：以不同服務崗位的工作內容組成教學模組
Procedure，工作過程：以具體服務任務和流程構成教學內容
Point，要點：以工作中的語言要求和操作注意事項為技能要點
Performarlce，演練：通過模擬服務演練提高實際套用能力
圖書目錄
Chapter One Front Desk Service
前台服務
Unit OneCheck-in
服務技能]入住登記
Service C0nvCrSation 1
YOU Are Our Guests
Service Conversation 2
Registering a GroupThat Has a Reservation
Unit Two Complaints and on the Guest's Request
服務技能2處理投訴和回應客人要求
Service C0nVersation 3
Our Housemaid willBring Them to Your Room Soon
Service ConVCrsation 4
We Do Apologize for the Inconvenience
Chapter Two Reservation Desk Service
客房預訂部服務
Unit Three Room Reservations
服務技能3客房預訂
Service Conversation 5
Accepting a Reservation
Service Conversation 6
Recommending Other Hotels
Unit Four Revising the Reservation
服務技能4預訂變更
Service Conversation 7
Changing a Reservation
Service Conversation 8
Canceling a Reservation for the Guest
Chapter Three Concierge Desk Service
禮賓部服務
Unit Five Luggage Service
服務技能5行李服務
Service C0nVerSation 9
Welcome to the Great Wall Hotel
Service C0nVersation 10
Is it Charged or Free
Unit Six Car Reservation Service
服務技能6車輛預訂服務
Service C0nVersatiOn 11
Calling a Taxi at the Hotel Gate
Service Conversation 12
Car Reservation at the Conciergc Desk
Chapter Four Cash Desk Service
收銀台服務
Unit Seven Foreign Currency Exchange
服務技能7外幣兌換
Service Conversation 13
Changing US Dollars into Chinesc yuan
Service Conversation 14
Changing at the Airport Exchange Office
Unit Eight Checkout
服務技能8結賬退宿
Service Conversation 15
Checking out in Cash
Service Conversation 16
Checking out by Credit Card
Unit Nine Solving Problems with the Bill
服務技能9解決賬單問題
Service Conversation 17
Explaining the Bill
Service Conversation 18
Here Is the Money You’ve Overpaid
Chapter Five Telephone Desk Service
總機服務
Unit Ten Telephone Operator
服務技能10轉接電話
Service Conversation 19
Outgoing Calls
Service Conversation 20
Incoming Calls
Unit Eleven Other Services
服務技能¨其他服務
Service Conversation 21
The wakc-up Call
Service Conversation 22
Leaving the Message
Chapter Six Housekeeping Service
客房服務
Unit Twelve Chamber Services
服務技能12客房服務
Service ConversatiOn 23
May I do the Room Now
Service Conversation 24
What Time Would YOU Like Me to Come Back
Unit Thirteen Room Service
服務技能13客房送餐服務
Service Conversation 25
Your order will Arrive in 15 Minutes
Service COnvCrSation 26
Here is Your Chinese Breakfast
Unit Fourteen Maintenance Service
服務技能14維修服務
Service C0nVersation 27
The Repairman will Come to Your Room Soon
Service C0nVersation 28
Repairing the Facilities in the Bathroom．
Chapter Seven Restaurant Service
餐廳服務
Unit Fifteen Table Reservation
服務技能15餐廳預訂
Service C0nverSation 29
Reserving aTable on Valentine’s Day
Service C0nvCrSation 30
Book a Table by the Window
Unit Sixteen Greeting the Guests
服務技能16餐廳迎客服務
Service Conversation 31
Arranging One Table for the Non-reserved Guest
Service C0nVerSation 32
Arranging One Table for the Reserved Guest
Unit SeventeenTaking Orders
服務技能17點菜服務
Service ConverSation 33
Can You Recommend Some Chinese Food
Service Conversation 34
The Chinese Cuisine is Divided into Eight Styles
Unit Eighteen Service during the Meal
服務技能18上菜服務與席間服務
Service Conversation 35
Serving the Guest during the Meal
Unit Nineteen Setting Accounts
服務技能19結賬
Service Conversation 36
I Forgot to Bring my wauct with me
Service ConverSation 37
Do You Accept Credit Card
Chapter Eight Bar Service
酒吧服務
Unit Twenty General Services
服務技能20常規服務
Service ConversatiOn 38
Serving Drinks
……
Chapter Nine Business Center Service(Ⅰ)
Chapter Ten Business Center Service(Ⅱ)
Chapter Eleven Heslth Recreation Center Service
Chapter Twelve Convention Exhibition Center Service
Chapter Thirteen Shopping Service
Chapter Fourteen Other Service
前台服務
Unit OneCheck-in
服務技能]入住登記
Service C0nvCrSation 1
YOU Are Our Guests
Service Conversation 2
Registering a GroupThat Has a Reservation
Unit Two Complaints and on the Guest's Request
服務技能2處理投訴和回應客人要求
Service C0nVersation 3
Our Housemaid willBring Them to Your Room Soon
Service ConVCrsation 4
We Do Apologize for the Inconvenience
Chapter Two Reservation Desk Service
客房預訂部服務
Unit Three Room Reservations
服務技能3客房預訂
Service Conversation 5
Accepting a Reservation
Service Conversation 6
Recommending Other Hotels
Unit Four Revising the Reservation
服務技能4預訂變更
Service Conversation 7
Changing a Reservation
Service Conversation 8
Canceling a Reservation for the Guest
Chapter Three Concierge Desk Service
禮賓部服務
Unit Five Luggage Service
服務技能5行李服務
Service C0nVerSation 9
Welcome to the Great Wall Hotel
Service C0nVersation 10
Is it Charged or Free
Unit Six Car Reservation Service
服務技能6車輛預訂服務
Service C0nVersatiOn 11
Calling a Taxi at the Hotel Gate
Service Conversation 12
Car Reservation at the Conciergc Desk
Chapter Four Cash Desk Service
收銀台服務
Unit Seven Foreign Currency Exchange
服務技能7外幣兌換
Service Conversation 13
Changing US Dollars into Chinesc yuan
Service Conversation 14
Changing at the Airport Exchange Office
Unit Eight Checkout
服務技能8結賬退宿
Service Conversation 15
Checking out in Cash
Service Conversation 16
Checking out by Credit Card
Unit Nine Solving Problems with the Bill
服務技能9解決賬單問題
Service Conversation 17
Explaining the Bill
Service Conversation 18
Here Is the Money You’ve Overpaid
Chapter Five Telephone Desk Service
總機服務
Unit Ten Telephone Operator
服務技能10轉接電話
Service Conversation 19
Outgoing Calls
Service Conversation 20
Incoming Calls
Unit Eleven Other Services
服務技能¨其他服務
Service Conversation 21
The wakc-up Call
Service Conversation 22
Leaving the Message
Chapter Six Housekeeping Service
客房服務
Unit Twelve Chamber Services
服務技能12客房服務
Service ConversatiOn 23
May I do the Room Now
Service Conversation 24
What Time Would YOU Like Me to Come Back
Unit Thirteen Room Service
服務技能13客房送餐服務
Service Conversation 25
Your order will Arrive in 15 Minutes
Service COnvCrSation 26
Here is Your Chinese Breakfast
Unit Fourteen Maintenance Service
服務技能14維修服務
Service C0nVersation 27
The Repairman will Come to Your Room Soon
Service C0nVersation 28
Repairing the Facilities in the Bathroom．
Chapter Seven Restaurant Service
餐廳服務
Unit Fifteen Table Reservation
服務技能15餐廳預訂
Service C0nverSation 29
Reserving aTable on Valentine’s Day
Service C0nvCrSation 30
Book a Table by the Window
Unit Sixteen Greeting the Guests
服務技能16餐廳迎客服務
Service Conversation 31
Arranging One Table for the Non-reserved Guest
Service C0nVerSation 32
Arranging One Table for the Reserved Guest
Unit SeventeenTaking Orders
服務技能17點菜服務
Service ConverSation 33
Can You Recommend Some Chinese Food
Service Conversation 34
The Chinese Cuisine is Divided into Eight Styles
Unit Eighteen Service during the Meal
服務技能18上菜服務與席間服務
Service Conversation 35
Serving the Guest during the Meal
Unit Nineteen Setting Accounts
服務技能19結賬
Service Conversation 36
I Forgot to Bring my wauct with me
Service ConverSation 37
Do You Accept Credit Card
Chapter Eight Bar Service
酒吧服務
Unit Twenty General Services
服務技能20常規服務
Service ConversatiOn 38
Serving Drinks
……
Chapter Nine Business Center Service(Ⅰ)
Chapter Ten Business Center Service(Ⅱ)
Chapter Eleven Heslth Recreation Center Service
Chapter Twelve Convention Exhibition Center Service
Chapter Thirteen Shopping Service
Chapter Fourteen Other Service
文摘
插圖：
As a ticket-booking staff, you should know well about the departure and arrival timeand the number of all means of transportation, and be familiar with the ticket-booking of-flees and its references. You should keep contact with the guest all the time when the reser-vation is undertaking. For those guests who are going to the airport, you should remindthem the suitable time of departure in order to avoid delaying due to the heavy traffic. For the guest who wants to book an air-ticket, you must make copies of all materialsneeded, fill in the air-ticket booking confirmation form and ensure the way of leaving a mes-sage. You should contact with the relevant Airline Company in a hurry and then tell themthe information related, such as the name of the guest, the number of flight, date of departure, and so on. Whatever happens during the period of reservation, you should let the guestknow as soon as possible. For the guest who wants to book a train-ticket, you must make sure the place of depar-ture and destination,time of departure and the train number the guest demands. On a spe-cial occasion,such as spring transportation or holidays,the tickets are in great demand dueto heavy traffic,espedially the tickets of soft and hard berth,you should explain the reasonand make a suggestion for the guest in order to readjust his itinerary.
As a ticket-booking staff, you should know well about the departure and arrival timeand the number of all means of transportation, and be familiar with the ticket-booking of-flees and its references. You should keep contact with the guest all the time when the reser-vation is undertaking. For those guests who are going to the airport, you should remindthem the suitable time of departure in order to avoid delaying due to the heavy traffic. For the guest who wants to book an air-ticket, you must make copies of all materialsneeded, fill in the air-ticket booking confirmation form and ensure the way of leaving a mes-sage. You should contact with the relevant Airline Company in a hurry and then tell themthe information related, such as the name of the guest, the number of flight, date of departure, and so on. Whatever happens during the period of reservation, you should let the guestknow as soon as possible. For the guest who wants to book a train-ticket, you must make sure the place of depar-ture and destination,time of departure and the train number the guest demands. On a spe-cial occasion,such as spring transportation or holidays,the tickets are in great demand dueto heavy traffic,espedially the tickets of soft and hard berth,you should explain the reasonand make a suggestion for the guest in order to readjust his itinerary.
序言
中國酒店業的快速發展有目共睹。世界旅遊組織預測，到2020年中國將成為世界第一旅遊大國，這意味著一直到2020年中國酒店業將持續快速發展。現在在校的酒店管理專業的學生畢業後將處於職業環境的黃金時段——酒店業的快速發展，將為具有較高的酒店英語服務技能和管理技能的酒店人才提供更為廣闊的發展空間。
高等職業院校酒店管理專業教育培養的是具有一定職業競爭力的酒店實用型專業人才，要讓他們在未來的職業生涯中有能力去施展，有才華去發揮。提高這些學生的酒店英語服務技能，增強他們的職業競爭力，培養受星級酒店歡迎的實用型高技能特色人才，不僅是酒店業快速發展對高水準服務人才和管理人才的迫切要求，更是酒店管理專業課程建設和教學改革的方向和重要任務。而教材，則是實現以學生英語服務能力培養為目標的酒店英語課程改革的重要載體和根本保證。
《現代酒店服務英語》是一本工學結合人才培養模式的適用教材。作者根據酒店行業的工作環境和崗位要求，營造了仿真的工作情境，使學生在逐項完成服務工作任務的同時，掌握相應的英語辭彙、表達方法和溝通技巧，訓練頂崗工作的能力。
本書按照高職專業英語DCPEA（Development－Ccntcrcd in Professional English Ability，以職業英語能力發展為中心）課程模式宗旨組織內容，將英語語言能力的培養與英語服務技能養成相結合，以酒店特別是五星級酒店職業（：Profession）英語服務內容為教材編寫主線，以不同服務崗位（Position）的工作內容構成教學模組，以相同崗位的不同服務任務為服務技能組成教學單元，以具體服務任務和流程（Procedurc）構成教學內容，以服務工作中的英語語言要求和實際操作注意事項為技能要點（Point）為教學重難點。通過這些模組的服務英語教學和模擬服務演練（Performance），提高“新酒店人”的酒店英語職業素養和職業技能。
《現代酒店服務英語》在編寫體例上進行了精心的設計，具有一定的創新性。
1.設立“Service Position服務崗位”、“Skills and Attainments服務技能與素養”和“Position Knowledge崗位知識”教學欄目，培養學生的崗位職業素養。
2.以5P為知識載體，注重對學生酒店英語實用服務技能的提高，包括：用英語進行有效溝通的能力，用英語進行得體服務的套用能力，用英語完成實際操作的能力，用英語處理投訴和解決突發事件的應變能力，用英語進行酒店產品銷售的能力，用英語進行個性化服務的能力，用英語解決問題的能力，用英語進行創新服務和創新工作的能力。
高等職業院校酒店管理專業教育培養的是具有一定職業競爭力的酒店實用型專業人才，要讓他們在未來的職業生涯中有能力去施展，有才華去發揮。提高這些學生的酒店英語服務技能，增強他們的職業競爭力，培養受星級酒店歡迎的實用型高技能特色人才，不僅是酒店業快速發展對高水準服務人才和管理人才的迫切要求，更是酒店管理專業課程建設和教學改革的方向和重要任務。而教材，則是實現以學生英語服務能力培養為目標的酒店英語課程改革的重要載體和根本保證。
《現代酒店服務英語》是一本工學結合人才培養模式的適用教材。作者根據酒店行業的工作環境和崗位要求，營造了仿真的工作情境，使學生在逐項完成服務工作任務的同時，掌握相應的英語辭彙、表達方法和溝通技巧，訓練頂崗工作的能力。
本書按照高職專業英語DCPEA（Development－Ccntcrcd in Professional English Ability，以職業英語能力發展為中心）課程模式宗旨組織內容，將英語語言能力的培養與英語服務技能養成相結合，以酒店特別是五星級酒店職業（：Profession）英語服務內容為教材編寫主線，以不同服務崗位（Position）的工作內容構成教學模組，以相同崗位的不同服務任務為服務技能組成教學單元，以具體服務任務和流程（Procedurc）構成教學內容，以服務工作中的英語語言要求和實際操作注意事項為技能要點（Point）為教學重難點。通過這些模組的服務英語教學和模擬服務演練（Performance），提高“新酒店人”的酒店英語職業素養和職業技能。
《現代酒店服務英語》在編寫體例上進行了精心的設計，具有一定的創新性。
1.設立“Service Position服務崗位”、“Skills and Attainments服務技能與素養”和“Position Knowledge崗位知識”教學欄目，培養學生的崗位職業素養。
2.以5P為知識載體，注重對學生酒店英語實用服務技能的提高，包括：用英語進行有效溝通的能力，用英語進行得體服務的套用能力，用英語完成實際操作的能力，用英語處理投訴和解決突發事件的應變能力，用英語進行酒店產品銷售的能力，用英語進行個性化服務的能力，用英語解決問題的能力，用英語進行創新服務和創新工作的能力。
