饭店服务英语

Workshop One English For Front Office

Unit One Reservation

Part One Key Points for Teaching，learning&Assessment in the Unit

Part Two Sample Communication

Sample I Receiving a Reservation(Basic Procedures)

Sample II We Are Fully Booked

Part Three Related Background Knowledge

Reading Material Advance Reservations

Unit Two Reception

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I A Guest with Advance Reservation Checks in

Sample II Registering a Tour Group

Part Three Related Background Knowledge

Reading Material What Should Hotel Receptionist Do?

Unit Three Bell Service

Part One Key Points for Teaching，Leaning&Assessment in the Unit

Part Two sample Communication

Sample I Receiving a Guest&Bringing Him to His Room

SamPle II Running Errands for Guests

Sample III Getting down the Luggage before the Guests Check out

Sanple IV Hiring a Taxi

Part Three Related Backgound Knowledge

Reading Material The Front Desk Employees

Unit Four Money Exchange

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Normal Transaction

Sample II The Night Change Limits

Sample III A Guest Wants to Change Traveler's Check

Part Three Related Background Khowledge

Reading Material The Accounting Department

Unit Five Telephone Operator

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I An Overseas Call

Sample II Morning Call

Sample III Taking a Message

Part Three Related Background Knowledge

Reading Material Guide to Telephone Behavior

Unit Six Information

Part One Key Points for Teaching，Learing&Assessment in the Unit

Part Two Sample Communication

Sample I Inquiring about Telephone Fee

Sample II Giving Information

Sample III Posting a Letter

Part Three Related Background Knowledge

Reading Material Ways of Categorizing Hotels

Unit Seven Complaints

Part One Key Points for Teaching，Learing&Assessment in theUnit

Part Two Sample Communication

Sample I Misunderstanding in FrontDesk

Sample II All Is a Mess

Sample III Changing a Room

Sample IV Missing

Part Three Related Background Knowledge

Reading Material I Khowing the Hotel

Reading Material II Coping with Customer Problems

Reading Material III How to Deal with Complaints

Unit Eight Paying the Bill and Checking Out

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Paying by Credit Card

Sample II Paying Cash in US Dollars

Sample III Checking out

Part Three Related Background Knowledge

Reading Material What Does a Cashier Pay Attention to?

Workshop Two English For Housekeeping Department

Unit Nine Room Cleaning

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Housekeeping(Basic Procedures)

Sample II Being Asked to Clean the Room Earlier

Sample III Turn down Service

Part Three Related Background Knowledge

Reading Material I Housekeeping Department

Reading Material II Standards for Turn down Service

Unit Ten Guests’Requests

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Morning Call

Sample II Asking for an Extra Bed

Sample III Borrowing Something

Part Three Related Backgrount Khowledge

Reading Material I Some Other Hotel Service

Reading Material II Room Types

Unit Eleven Laundry and Valet Service

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Thking Laundry

Sample II Delivering Laundry by Mistake

Part Three Related Background Khowledge

Reading Material What Do Customers Really Want?

Unit Twelve Lost and Found

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I My Camera Is Missing

Sample II Mailing the Lost Property to its Owner

Part Three Related Background Knowledge

Reading Material Hotel Services

Unit Thirteen Damage and Compensation

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Damage

Sample II Compensation

Part Three Related Background Knowledge

Reading Material Promotion

Unit Fourteen Problems and Maintenance

Part One Key Points for Teaching，Leaning&Assessment in the Unit

Part Two Sample Communication

Sample I TelevisionProblems

Sample II The Smoke Detector is Flashing

Sample III Thereis Somethingw士ong with出eToilet………………

Sample IV People Next Door are Very Noisy

Sample V The Light is Too Dim

Sample VI The Air Conditioner Problems

Part Three Related Background Knowledge

Reading Material Engineering

Workshop Three English For Food And Beverage Department

Unit Fifteen Restaurant Reservation

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Accepting a Reservation

Sample II Refusing a Reservation

Part Three Related Background Knowledge

Reading Material Food and Beverage Department

Unit Sixteen Receiving Diners

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Seating Guests

Sample II There isn't a Table

Sample III Seating Walk-in Guests

Part Three Related Background Knowledge

Reading Material Restaurants Categorized by Services

Unit Seventeen Taking Orders and Recommendations

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I What Would You Like to Order?

Sample II Recommendation

Part Three Related Background Knowledge

Reading Material Special Cuisine

Unit Eighteen Breakfast

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Having the Continental Breakfast

Sample II A Chinese Breakfast

Part Three Related Backpound Knowledge

Reading Material Meals

Unit Nineteen Dinner

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I A La Carte

Sample II The Chef's Specialties

Sample III With a Performance

Part Three Related Background Khowledge

Reading Material Table Manners

Unit Twenty Chinese Food Restaurant

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Introducing Chinese Food

Sample II Ordering a Chinese Dinner

Sample III A Special Meal

Part Three Related Background Khowledge

Reading Material I The Culinay Arts of China

Reading Material II Local Cuisine

Reading Material III Chinese Banquet

Unit Twenty-One Western Food Restaurant

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I At the Restaurant

Sample II Western Food

Part Three Related Background Knowledges

Reading Material I Don'ts at the Table

Reading Material II Western Banquet

Unit Twenty-Two Room Service

Part One Key Points for Teaching，Leaning&Assessment in the Unit

Part Two sample Communication

SamPle I The Procedure of Room Service

Sample II Ordering Breakfast

Part Three Related Background Khowledge

Reading Material How to Meet Guests'Needs

Unit Twenty-Three Buffet and Coffee Shop

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Buffet

Sample II Coffee Break

Part Three Related Background Khowledge

Reading Material I Personnel Structure in the Foodservice Industry

Reading Material II Coffee Break

Unit Twenty-Four Complaints

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two Sample Communication

Sample I Complaints about Food(I)

Sample II Complaints about Food(II)

Sample III Complaints about Service(I)

Sample IV Complaints about Service(II)

Part Three Related Background Knowledge

Reading Material Learn to Be Good at Conversation

Unit Twenty-Five Payment

Part One Key Points for Teaching，Learning&Assessment in the Unit

Part Two sample Communication

Sample I By Credit Card

Sample II By Traveler's Checks

Part Three Related Background Khowledge

Reading Material I Giving the Bill

Reading Material II A New Way to Handle Accounts

Unit Twenty-Six At the Bar

Part One Key Points for Teaching，Leaning&Assessment in the Unit

Part Two Sample Communication

Sample I Chatting in the Bar

Sample II At the Bar

Part Three Related Background Khowledge

Reading Material Beverage Service

Workshop Four English for Other Departments

Unit Twenty-Seven English for Other Departments

Part One Health Club

Part Two Business Centre

Part Three Post Office

Part Four Shopping

Part Five Beauty Parlor

Appendix I

Appendix II

Useful Sentence Patterns for Hotel Service

Commonly Used Words and Terms in Hotels

References