本书突出旅游饭店服务行业特点,注重应用型人才培养,结合国际旅游饭店行业发展的新形势和新特点,依照旅游饭店岗位服务场景、工作流程和职业技能要点,主要介绍旅游饭店各相关部门服务与管理等基本知识,并通过旅游饭店企业真实工作情境指导学生实训,以达到学以致用、强化技能培养的目的。
本书融入了饭店英语*新的实践教学理念,突出“以任务为导向,以学生为核心”的教育模式;教师的作用不再体现为系统传授知识,而是“启发”和“指导”学生自主学习,创造性地学习,从而能够充分提高学生的综合素质和业务水平,尽快适应职业岗位,提高服务技能。本书附有听力训练和练习答案的配套光盘。
本书既可作为职业院校旅游和饭店管理专业的教材,也可作为旅游饭店企业在职从业者及管理人员的岗位培训教材。

Unit One Hotel Basics
Situational Conversations
Conversation 1 The Sense of Service
Conversation 2 Choosing Your Hotel
Summary of the Useful Expressions
Classroom Activities
Reading
“Green” Hotels and “Green” Hotels Association
Exercises
Unit Two Room Reservation
Situational Conversations
Conversation 1 Making a Reservation
Conversation 2 Desired Room Being Fully Booked
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Reservationists
Exercises
Unit Three Bell Service
Situational Conversations
Conversation 1 Showing the Guests to Their Rooms
Conversation 2 Depositing Some Valuable Items
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Doormen and Bellboys
Exercises
Unit Four Reception
Situational Conversations
Conversation 1 Checking in Guest with a Reservation
Conversation 2 Helping a Walk?in Guest
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Receptionists and Reservation Clerks
Exercises
Unit Five Switchboard
Situational Conversations
Conversation 1 Receiving a Phone Call
Conversation 2 Explaining the Way to Make Phone Calls
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Switchboard Operators
Exercises
Unit Six Information Service
Situational Conversations
Conversation 1 Asking the Way
Conversation 2 City Tour
Conversation 3 Leaving a Message
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Hotel Desk Clerks
Exercises
Unit Seven Foreign Exchange and Cashier?s
Situational Conversations
Conversation 1 Exchanging Money
Conversation 2 Changing Coins
Conversation 3 Checking Out
Summary of the Useful Expressions
Classroom Activities
Reading
What Does a Cashier Pay Attention to?
Exercises
Unit Eight Housekeeping (Ⅰ)
Situational Conversations
Conversation 1 Cleaning the Room
Conversation 2 Turn?down Service
Summary of the Useful Expressions
Classroom Activities
Reading
Housekeeping Department
Exercises
Unit Nine Housekeeping (Ⅱ)
Situational Conversations
Conversation 1 Laundry
Conversation 2 Room Service
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Room Attendants
Exercises
Unit Ten Maintenance and Safety
Situational Conversations
Conversation 1 My Key Card Doesn?t Work
Conversation 2 I Can?t Stay Here Any Longer
Summary of the Useful Expressions
Classroom Activities
Reading
Hotel Safety Regulations Abroad
Exercises
Unit Eleven Restaurant Service
Situational Conversations
Conversation 1 Receiving Guests
Conversation 2 Taking Orders and Giving Advice
Summary of the Useful Expressions
Classroom Activities
Reading
The Duties of Waiters and Waitress
Exercises
Unit Twelve Bar Service
Situational Conversations
Conversation 1 On Duty
Conversation 2 Serving the Guest
Summary of the Useful Expressions
Classroom Activities
Reading
What Does It Take to Become a Good Bartender?
Exercises
Unit Thirteen Business Service
Situational Conversations
Conversation 1 Booking Air Tickets
Conversation 2 Copying and Typing
Summary of the Useful Expressions
Classroom Activities
Reading
Welcome to Business Services
Exercises
Unit Fourteen Shopping Arcade
Situational Conversations
Conversation 1 Choosing a Pearl Necklace
Conversation 2 At the Arts and Crafts Counter
Summary of the Useful Expressions
Classroom Activities
Reading
Main Duties of Shop Assistants
Exercises
Unit Fifteen Recreation and Fitness
Situational Conversations
Conversation 1 In the Night Club
Conversation 2 In the Fitness Center
Summary of the Useful Expressions
Classroom Activities
Reading
Job of the Fitness Worker
Exercises
Unit Sixteen Meeting Service
Situational Conversations
Conversation 1 Arranging a Conference
Conversation 2 Booking Facilities and Personnel 1
Summary of the Useful Expressions
Classroom Activities
Reading
How to Choose the Right Conference Call Service 5
Exercises
Appendix Terminology of Hotel Service
Reference