饭店实用英语（第三版）

Unit One An Overview of the Hotel Business

Text A A Brief History of the Hotel Industry

Text B Hotels and Their Classifications

Dialog Ⅰ At the Human Resources Department

Dialog Ⅱ Orientation (1) --Ethics Integrity

Dialog Ⅲ Orientation (2) --Grooming

Exercises

Unit Two Front Office(Ⅰ)

Text A Front Office

Text B Reservation

Dialog Ⅰ A Long Distance Call Reservation

Dialog Ⅱ A Group Reservation

Dialog Ⅲ Revising the Reservation

Exercises

Unit Three Front Office(Ⅱ)

Text A Check-in

Text B Guest Services

Dialog Ⅰ Receiving Walk-in Guests

Dialog Ⅱ Extending the Stay

Dialog Ⅲ Orientation on Concierge's Work

Exercises '

Unit Four Front Office(Ⅲ)

Text A Check-out

Text B Cashier and Night Auditor

Dialog Ⅰ Foreign Currency Exchange

Dialog Ⅱ Check-out

Dialog Ⅲ Checking Guest Account

Exercises

Unit Five Communications

Text A Communications

Text B Telephone Room

Dialog Ⅰ Sending a Fax

Dialog Ⅱ Printing

Dialog Ⅲ Telephone Service

Exercises

Unit Six Housekeeping

Text A Housekeeping Department

Text B Guestroom Cleaning

Dialog Ⅰ Chamber Service

Dialog Ⅱ Laundry Service

Dialog Ⅲ Baby-sitting Service

Exercises

Unit Seven Food Service

Text A Organization of Food and Beverage Department

Text B Restaurant Service

Dialog Ⅰ Taking Orders

Dialog Ⅱ Room Service

Dialog Ⅲ Banqueting Service

Exercises

Unit Eight Beverage Service

Text A Beverage Service

Text B Wine Facts

Dialog Ⅰ At a Restaurant

Dialog Ⅱ Bar Service

Dialog Ⅲ Liqueur Service

Exercises

Unit Nine Kitchen

Text A Kitchen Planning

Text B Types of Kitchen

Dialog Ⅰ Bakery

Dialog Ⅱ Cold Items

Dialog Ⅲ Working as the CheFs Assistant

Exercises

Unit Ten Recrcation(Ⅰ)

Text A Recreational Center

Text B Recreational Offerings at Resorts

Dialog Ⅰ At the Indoor Swimming Pool

Dialog Ⅱ At the Bowling Room

Dialog HI At the Gymnasium

Exercises

Unit Eleven Recrcation(Ⅱ)

Text A Searching for a Healthier Lifestyle

Text B Common Recreational Activities

Dialog Ⅰ "Sauna Is One of the Great Pleasure of Life"

Dialog Ⅱ "Massage not only Relaxes the Muscles but also Eases the Pain"

Dialog Ⅲ "I Would Like to Try a New Hair Style This Time"

Exercises

Unit Twelve Shopping

Text A Hotel Shop

Text B Shopping on the Web

Dialog Ⅰ Showing the Guests around the Arcade

Dialog Ⅱ Buying Silk Fabrics

Dialog Ⅲ At the Chinese Folk Art Counter

Exercises

Unit Thirteen Security

Text A Hotel Security (Ⅰ)

Text B Hotel Security (Ⅱ)

Dialog Ⅰ Orientation on Fire Preventing and Fire Fighting

Dialog Ⅱ Preventing a False Claim

Dialog Ⅲ Offering First Aid

Exercises

Unit Fourteen Engineering and Maintenance

Text A Engineering and Maintenance

Text B Maintenance Activities

Dialog Ⅰ The Maintenance in the Guest Room

Dialog Ⅱ A Car Servicing Appointment

Dialog Ⅲ Dealing with an Elevator Accident

Exercises

Unit Fifteen Marketing

Text A Marketing and Selling

Text B Common Sales Tools

Dialog Ⅰ Convention Sales Call

Dialog Ⅱ Extending the Sale

Dialog ⅠtI Talking about Hotel Reservations

Exercises

Unit Sixteen Controllers

Text A Controllers Department

Text B Budgeting

Dialog Ⅰ Normal Credit Control

Dialog Ⅱ Daily Income Audit

Dialog Ⅲ Month-end Stock Take

Exercises

Unit Seventeen General Manager

Text A The General Manager

Text B The General Manager's Meetings

Dialog Ⅰ Solving the Guest's Complaint

Dialog Ⅱ Increasing the Average Rates

Dialog Ⅲ Making Travel Preparations

Exercises