本教材以提高酒店服务英语口语为出发点,以任务模块为单位,内容涉及酒店及相关行业的基本服务流程,包括咨询、预订、接待、入住登记、客房服务、礼宾服务、商务及会务服务、结账离店等。在每个模块中,设计了相应的岗位,并做到责任明确、任务到人。以米勒一家出游作为主线,从刚开始的家庭会议讨论出游计划,到预订酒店,入住登记,酒店服务等等,内容充实,情节生动,贴近生活实际。

Mdule 1 Enquiries and Reservation 咨询与预订 / 001 Oral Movement-Consonants (Ⅰ) 语音练习--辅音(1) / 002 PartⅠ Categories of Hotels & Rooms 酒店及房间类别 / 004 1.1 Types of Hotels(酒店类别) / 004 1.2 Types of Rooms(房型) / 005 PartⅡ Which One to Choose 如何选择酒店? / 006 2.1 Which Hotel Can Fit the Bill (哪家酒店符合需求呢?) / 006 2.2 What Should Be the Pick (该如何挑选?) / 007 Part Ⅲ Making Enquiries and Reservation 咨询与预订 / 011 3.1 Enquiries about the Hotel and the Rooms(酒店咨询) / 011 3.2 Reserving the Hotel Room(预订酒店房间) / 014 Part Ⅳ Memo for the Module 要点备忘 / 017 4.1 Key Words(关键词) / 017 4.2 Key Points(相关情境表达) / 018 4.3 Procedure of Room Reservations (房间预订流程) / 018 Part Ⅴ Extended Practice 拓展练习 / 019 5.1 Why Hotel Apps (为什么要使用专业的酒店应用程序 ) / 019 5.2 Case Study: Overbooking (案例分析:超预订) / 022 Module 2 Reception 接 待 / 027 Oral Movement-Consonants (Ⅱ) 语音练习--辅音(2) / 028 PartⅠ Pick-up Service 接机服务 / 030 1.1 Meeting Guests at the Airport(机场迎接) / 030 1.2 On the Way to the Hotel(前往酒店) / 031 PartⅡ Helping with the Luggage 行李服务 / 033 2.1 I'm a Good Porter(我是个称职的行李员) / 033 2.2 May I Help with Your Luggage (我来帮您拿行李吧) / 034 Part Ⅲ Checking in at the Reception Desk 入住登记 / 035 3.1 Checking in Walk-in Guests(散客入住) / 035 3.2 Checking in Guests with Reservations / 038 (为有预订的客人办理入住登记) / 038 Part Ⅳ Memo for the Module 要点备忘 / 041 4.1 Key Words(关键词) / 041 4.2 Key Points(相关情境表达) / 042 4.3 Useful Forms(相关表格) / 043 4.4 Procedure of Check-in(入住登记服务流程) / 046 Part Ⅴ Extended Practice 拓展练习 / 047 5.1 Five Reasons Your Hotel Should Have Self Check-in / 047 (酒店应提供入住登记自助服务的五个理由) / 047 5.2 Case Study: A Night to Remember / 051 (案例分析:接待“郁闷的”客人) / 051 Module 3 Housekeeping Service 客房服务 / 055 Oral Movement-Vowels 语音练习--元音 / 056 PartⅠ Room Facilities 客房设施 / 058 1.1 Can You Describe the Room, Please (请描述下房间) / 058 1.2 What Is a “Classic Room” Like (“经典客房”是怎样的?) / 060 1.3 The Safe Doesn't Work!(保险箱怎么用?) / 061 PartⅡ Laundry Service 洗衣服务 / 063 2.1 Please Note Down the Special Requirements / 063 (请标注您的特别要求) / 063 2.2 Do You Have Express Laundry Service / 065 (你们提供快速洗衣服务吗?) / 065 Part Ⅲ Meeting the Guests' Needs 满足客人的需求 / 068 3.1 We Do Offer the Service(我们提供这项服务) / 068 3.2 Do It Right Now(现在就为您效劳) / 070 Part Ⅳ Memo for the Module 要点备忘 / 073 4.1 Key Words(关键词) / 073 4.2 Key Points(相关情境表达) / 074 4.3 Procedure of Laundry and Turn-down Service / 075 (洗衣及开夜床服务流程) / 075 Part Ⅴ Extended Practice 拓展练习 / 076 5.1 Ten Best Kid-friendly Resorts Around the World / 076 (全球十大孩子喜爱的度假村) / 076 5.2 Case Study: How the ABC Hotel Drop the Ball / 082 (案例分析:ABC酒店的问题出在哪里了?) / 082 Module 4 Food & Beverage Services 餐饮服务 / 089 Oral Movement-Stress in Syllables & Sentences 语音练习--重读 / 090 PartⅠ What & How in Cooking 烹饪的基本要素 / 092 1.1 Ingredients & Ways of Cooking / 092 (烹饪原料和基本方法) / 092 1.2 Typical Dishes in Our Country(我们**的特色菜肴) / 095 PartⅡ Booking a Table 预订餐桌 / 097 2.1 Is There Any Private Room for Tomorrow / 097 (明天还有包房吗?) / 097 2.2 Sorry, But No Table Available for 5:00 P.M. / 099 (抱歉,晚上五点的桌位都订完了) / 099 Part Ⅲ What Can I Get You 您要点什么? / 100 3.1 Taking Dish Orders(点菜) / 100 3.2 Taking Drink Orders(酒水点单) / 105 Part Ⅳ Memo for the Module 要点备忘 / 110 4.1 Key Words(关键词) / 110 4.2 Key Points(相关情境表达) / 111 4.3 Procedure of Serving at a Restaurant(餐厅服务流程) / 112 Part Ⅴ Extended Practice 拓展练习 / 114 5.1 Do Not's and Do's of F&B in Hotels / 114 (酒店餐饮的若干要素) / 114 5.2 Case Study: One of My Days As a Room Service Waiter / 117 (案例分析:客房送餐服务员的**) / 117 Module 5 Concierge Service 礼宾服务 / 121 Oral Movement-Word Groups and Phrasing 语音练习--意群和断句 / 122 PartⅠ We Are the Best Concierge 我们是*棒的礼宾 / 124 1.1 Qualities and Responsibilities(资质和责任) / 124 1.2 Les Clefs d'Or(金钥匙服务) / 126 PartⅡ I'll Do It for You 我来帮您 / 128 2.1 Renting a Car(租车) / 128 2.2 Ala Moana Shopping Center Might Be a Good Choice! / 131 (阿拉莫阿那购物**或许是个不错的选择!) / 131 Part Ⅲ All for the Guests 一切为了客人 / 132 3.1 I Know Everything Around Here(我对周围了如指掌) / 132 3.2 To Make Romances and Surprises(制造浪漫和惊喜) / 135 Part Ⅳ Memo for the Module 要点备忘 / 138 4.1 Key Words(关键词) / 138 4.2 Key Points(相关情境表达) / 139 4.3 Procedure of Concierge Service(礼宾服务流程) / 140 Part Ⅴ Extended Practice 拓展练习 / 141 5.1 Tipping Matters(如何给小费) / 141 5.2 Case Study: How Technology Is Changing the Hotel Concierge / 142 (案例分析:科技正如何改变酒店的礼宾服务?) / 142 Module 6 Business and Meeting Service 商务和会务服务 / 147 Oral Movement-Word Connections 语音练习--连读 / 148 PartⅠ Conducting Business Away from the Office 不在办公室办公 / 150 1.1 Business Facilities & Services(商务设施和服务) / 150 1.2 An Annual Conference Program(年会项目) / 152 PartⅡ Meeting Facilities 会议设施 / 155 2.1 Meeting Rooms of All Types(会议室类型) / 155 2.2 What a Perfect Meeting May Need (**的会议需要什么?) / 156 Part Ⅲ Meeting Services 会议服务 / 157 3.1 We'll Arrange It for You(让我们来为您安排) / 157 3.2 Booking a Meeting Room(会议室预订) / 162 Part Ⅳ Memo for the Module 要点备忘 / 166 4.1 Key Words(关键词) / 166 4.2 Key Points(相关情境表达) / 167 4.3 Procedure of Meeting Reservation (会议预订服务流程) / 167 Part Ⅴ Extended Practice 拓展练习 / 168 5.1 Grand Opening(盛大的开幕式) / 168 5.2 Case Study: Free Video Conferencing Apps / 170 (案例分析:免费的视频会议应用程序) / 170 Module 7 Miscellaneous Services 其他服务 / 175 Oral Movement-Weak and Strong Pronunciations 语音练习--弱读和重读 / 176 PartⅠ In the Fitness Center 在健身** / 178 1.1 What Facilities Do You Have in the Fitness Center / 178 (你们的健身**有哪些设施?) / 178 1.2 Welcome to Our Fitness Center!(欢迎来到我们健身**!) / 179 PartⅡ At the Gift Shop 在礼品店 / 180 2.1 Can You Recommend Some Special Local Products / 180 (你能为我**当地的特色商品吗?) / 180 2.2 I Want to Buy Some Souvenirs for My Friends / 180 (我想给朋友们带点纪念品) / 180 Part Ⅲ At the Exchange Office 在外汇兑换处 / 182 3.1 Can You Tell Me the Exchange Rate for Dollars / 182 (请告诉我美元的汇率) / 182 3.2 Does That Include Commission (包括佣金吗?) / 183 Part Ⅳ Memo for the Module 要点备忘 / 186 4.1 Key Words(关键词) / 186 4.2 Key Points(相关情境表达) / 186 4.3 Procedure of Currency Exchange (外币兑换服务流程) / 187 Part Ⅴ Extended Practice 拓展练习 / 188 5.1 Los Angeles Hotel Chain to Accept Chinese Mobile Payment Options to Serve Tourism Boom(为促进旅游发展,洛杉矶酒店连锁将中国 的移动支付作为支付方式之一) / 188 5.2 Case Study: 5 Ways Hotels Can Improve Guest Experience / 190 (案例分析:帮助酒店提升顾客体验度的五种方法) / 190 Module 8 Handling Complaints & Problems 处理投诉和问题 / 193 Oral Movement-Intonation (Ⅰ) 语音练习--语调(1) / 194 PartⅠ What If... 如果……该怎么办? / 197 1.1 Cases and Types of Complaints and Problems / 197 (投诉与问题的例子和类型) / 197 1.2 The Proper Solution to Complaints(处理投诉的正确方法) / 199 PartⅡ Complaints in Restaurants 餐厅投诉 / 201 2.1 Was Everything All Right, Sir (有什么事吗,先生?) / 201 2.2 What Happened to My Steak (我的牛排有问题!) / 202 Part Ⅲ Complaints and Problems in Hotels 酒店投诉和问题 / 203 3.1 Complaints about Hotel Facilities & Services / 203 (关于酒店设施和服务的投诉) / 203 3.2 Problems and Emergencies in Hotels / 204 (酒店出现的问题和紧急状况) / 204 Part Ⅳ Memo for the Module 要点备忘 / 207 4.1 Key Words(关键词) / 207 4.2 Key Points(相关情境表达) / 208 4.3 Procedure of Handling Complaints & Problems / 209 (处理投诉和问题的工作流程) / 209 Part Ⅴ Extended Practice 拓展练习 / 210 5.1 Customers' Complaints Are Hidden Opportunities / 210 (客人的投诉其实隐藏着机会) / 210 5.2 Case Study: Respond to Negative Reviews Properly / 211 (案例分析:恰当应对负面评价) / 211 Module 9 Check-out 结账离店 / 215 Oral Movement-Intonation (Ⅱ) 语音练习--语调(2) / 216 PartⅠ Check-out Time & Options 结账离店的时间和方式 / 219 1.1 Sir, You Have Stayed in Our Hotel for 3 Nights / 219 (先生,您一共住了三个晚上) / 219 1.2 Options for Check-out(选择结账离店的方式) / 219 PartⅡ Your Bill Comes to $500 您一共要付500美元 / 221 2.1 What Items Would You Expect to Find on a Hotel Bill / 221 (酒店账单上有什么?) / 221 2.2 How Would You Like to Pay Your Bill (您想怎么结账?) / 221 Part Ⅲ That's the 10% Service Charge in Lieu of Gratuities 包括10%的服务费 / 224 3.1 What's This Charge for (这是什么费用?) / 224 3.2 You're Always Welcome in Our Hotel(期待您的再次下榻) / 226 Part Ⅳ Memo for the Module 要点备忘 / 229 4.1 Key Words(关键词) / 229 4.2 Key Points(相关情境表达) / 229 4.3 Procedure of Check-out(结账离店服务流程) / 230 Part Ⅴ Extended Practice 拓展练习 / 231 5.1 How to Get Late Check-Out at a Hotel / 231 (如何要求酒店允许延迟退房) / 231 5.2 Case Study: Checking Out an Angry Guest / 234 (案例分析:为生气的客人办理结账离店) / 234 Appendix I Glossary 词汇表 / 237 Appendix II Tapescripts 录音材料 / 243 Appendix III Key to the Exercises 练习答案 / 268