《酒店服務與管理專業模組:酒店英語》始終貫穿“以職場為中心，以就業為先導”的思想，體現了知識的套用性和可操作性。其中，情景對話的內容按照酒店接待客人入住的工作程式展開：前廳部、客房部、餐飲部、購物及康樂部；對話情景貼近酒店工作的實際，語言簡潔、規範，並配有外籍專業人士錄製的英文對話光碟，語音純正，情景性強，便於學生模仿和掌握。多項練習模組精心設計，靈活多樣，既增強了趣味性，又體現了實用性，最終有效地實現了英語口語流暢交流的目的。
基本介紹
- 書名：酒店服務與管理專業模組:酒店英語
- 作者：吳雲 吳文婷
- 出版社：中國旅遊出版社
- 頁數：203頁
- 開本：16
- 品牌：中國旅遊
- 外文名：English for Hotels
- 類型：英語與其他外語
- 出版日期：2014年1月1日
- 語種：簡體中文, 英語
- ISBN：9787503248856
內容簡介,圖書目錄,
內容簡介
隨著社會的發展，酒店客人的需求呈現多樣性，出現了各種新業態酒店。《酒店英語》內容反映了旅遊酒店新業態服務知識、技能和新方法，在梳理了新舊業態酒店的服務程式特點和英語語言特徵的基礎之上，從內容上很好地反映了各層次需求酒店的服務語言術語和語言服務程式模式，使得新知識、技能和方法與語言能力發展同時得到提高，開拓了學生的專業視野。本書由吳雲等主編。
圖書目錄
前言
Chapter 1 Hotellnquiries
Ⅰ Hotelfacilities
Ⅱ Civing hotelinformation
Ⅲ What would you say
Ⅳ Handicapped facilities and amenities
Ⅴ Do you have any facilities for disabled guests
Ⅵ Describing the functions of hotel facilities
Ⅶ Practice
Ⅷ Getting around the city
Ⅸ Introducing hotelfacilities
Ⅹ Still to come： The Hobbit Motel， New Zealand
Ⅺ Glossary
Chapter 2 Taking Reservations
Ⅰ Discussion
Ⅱ What type of room would you like
Ⅲ Reserving a room for a couple
Ⅳ How many nights will you stay
Ⅴ Understanding guests' special requests
Ⅵ Getting guests' contact information
Ⅶ Summarizing information
Ⅷ How to upsell rooms on the phone
Ⅸ Upselling skills
Ⅹ Changing the booking
Ⅺ Role play
Ⅻ Still to come： A letter of room confirmation
ⅩⅢ Glossary
Chapter 3 Checking in Guests
Ⅰ Checking in guests
Ⅱ Checking in guests
Ⅲ Word learning
Ⅳ The four stages of front desk upselling
Ⅴ Role play
Ⅵ Handling special requests
Ⅶ Pair work
Ⅷ Methods of payment
Ⅸ Terms of payment
Ⅹ Still to come： Dealing with difficult situations
Ⅺ Glossary
Chapter 4 Attending to Guest Needs （1）
Ⅰ Getting to knowlobby items
Ⅱ Holtel services
Ⅲ Welcoming the guest
Ⅳ Asking for or offering help
Ⅴ Valet parking
Ⅵ A room tour
Ⅶ Remembering to sell
Ⅷ Storing luggage
Ⅸ What you would say
Ⅹ Still to come： Golden service standards of the Ritz—Carlton Hotel
Ⅺ Glossary
Chapter 5 Attending to Guest Needs （2）
Ⅰ Questions about facilities and activities
Ⅱ oueries regarding hotel or local amenities and events
Ⅲ Answering the guests' queries
Ⅳ Word practice
Ⅴ Practice
Ⅵ Answering questions on the telephone
Ⅶ Wake—up call service
Ⅷ Handling wake—up calls more effectively
Ⅸ Taking a message
Ⅹ Still to come： Providing excellent customer service
Ⅺ Glossary
Chapter 6 Guest Care in Rooms
Ⅰ Guest room supplies
Ⅱ Three steps to good guest service
Ⅲ Responding to guest requests
Ⅳ Knowing the bedroom
Ⅴ Cleaning the bathroom
Ⅵ Responding to guest instructions
Ⅶ Cleaning tasks
Ⅷ Turn—down service
Ⅸ Still to come： A housekeeping word search game
Ⅹ Glossary
Chapter 7 On the Menu
Ⅰ Food knowledge review
Ⅱ The first day of the restaurant job
Ⅲ Seating the customers
Ⅳ Taking meal orders
Ⅴ Coffee culture
Ⅵ Booking a table
Ⅶ Pair work
Ⅷ Room service
Ⅸ Upselling food items
Ⅹ Still to come： World famous cuisines
Ⅺ Glossary
Chapter 8 Bar Services
Ⅰ A glassware tour
Ⅱ Setting up the bar station
Ⅲ A drink at the bar
Ⅳ Working with words
Ⅴ Being a good seller
Ⅵ At the happy hours
Ⅶ Good public relation
Ⅷ More of polite language
Ⅸ Arrangements about bills
Ⅹ Still to come： How to be a successful bartender
Ⅺ Glossary
Chapter 9 Checking out Guests
Ⅰ Discussion
Ⅱ Cashier tools
Ⅲ A normal check—out
Ⅳ Verifying methods of payment
Ⅴ A late check—out
Ⅵ Working with words
Ⅶ Pair work
Ⅷ Dealing with problems
Ⅸ Exchanging foreign currencies
Ⅹ Express check—out
Ⅺ Still to come： The guest folio
Ⅻ Glossary
……
Chapter 10 Handling Problems and Complaints
Chapter 1 Hotellnquiries
Ⅰ Hotelfacilities
Ⅱ Civing hotelinformation
Ⅲ What would you say
Ⅳ Handicapped facilities and amenities
Ⅴ Do you have any facilities for disabled guests
Ⅵ Describing the functions of hotel facilities
Ⅶ Practice
Ⅷ Getting around the city
Ⅸ Introducing hotelfacilities
Ⅹ Still to come： The Hobbit Motel， New Zealand
Ⅺ Glossary
Chapter 2 Taking Reservations
Ⅰ Discussion
Ⅱ What type of room would you like
Ⅲ Reserving a room for a couple
Ⅳ How many nights will you stay
Ⅴ Understanding guests' special requests
Ⅵ Getting guests' contact information
Ⅶ Summarizing information
Ⅷ How to upsell rooms on the phone
Ⅸ Upselling skills
Ⅹ Changing the booking
Ⅺ Role play
Ⅻ Still to come： A letter of room confirmation
ⅩⅢ Glossary
Chapter 3 Checking in Guests
Ⅰ Checking in guests
Ⅱ Checking in guests
Ⅲ Word learning
Ⅳ The four stages of front desk upselling
Ⅴ Role play
Ⅵ Handling special requests
Ⅶ Pair work
Ⅷ Methods of payment
Ⅸ Terms of payment
Ⅹ Still to come： Dealing with difficult situations
Ⅺ Glossary
Chapter 4 Attending to Guest Needs （1）
Ⅰ Getting to knowlobby items
Ⅱ Holtel services
Ⅲ Welcoming the guest
Ⅳ Asking for or offering help
Ⅴ Valet parking
Ⅵ A room tour
Ⅶ Remembering to sell
Ⅷ Storing luggage
Ⅸ What you would say
Ⅹ Still to come： Golden service standards of the Ritz—Carlton Hotel
Ⅺ Glossary
Chapter 5 Attending to Guest Needs （2）
Ⅰ Questions about facilities and activities
Ⅱ oueries regarding hotel or local amenities and events
Ⅲ Answering the guests' queries
Ⅳ Word practice
Ⅴ Practice
Ⅵ Answering questions on the telephone
Ⅶ Wake—up call service
Ⅷ Handling wake—up calls more effectively
Ⅸ Taking a message
Ⅹ Still to come： Providing excellent customer service
Ⅺ Glossary
Chapter 6 Guest Care in Rooms
Ⅰ Guest room supplies
Ⅱ Three steps to good guest service
Ⅲ Responding to guest requests
Ⅳ Knowing the bedroom
Ⅴ Cleaning the bathroom
Ⅵ Responding to guest instructions
Ⅶ Cleaning tasks
Ⅷ Turn—down service
Ⅸ Still to come： A housekeeping word search game
Ⅹ Glossary
Chapter 7 On the Menu
Ⅰ Food knowledge review
Ⅱ The first day of the restaurant job
Ⅲ Seating the customers
Ⅳ Taking meal orders
Ⅴ Coffee culture
Ⅵ Booking a table
Ⅶ Pair work
Ⅷ Room service
Ⅸ Upselling food items
Ⅹ Still to come： World famous cuisines
Ⅺ Glossary
Chapter 8 Bar Services
Ⅰ A glassware tour
Ⅱ Setting up the bar station
Ⅲ A drink at the bar
Ⅳ Working with words
Ⅴ Being a good seller
Ⅵ At the happy hours
Ⅶ Good public relation
Ⅷ More of polite language
Ⅸ Arrangements about bills
Ⅹ Still to come： How to be a successful bartender
Ⅺ Glossary
Chapter 9 Checking out Guests
Ⅰ Discussion
Ⅱ Cashier tools
Ⅲ A normal check—out
Ⅳ Verifying methods of payment
Ⅴ A late check—out
Ⅵ Working with words
Ⅶ Pair work
Ⅷ Dealing with problems
Ⅸ Exchanging foreign currencies
Ⅹ Express check—out
Ⅺ Still to come： The guest folio
Ⅻ Glossary
……
Chapter 10 Handling Problems and Complaints
