饭店英语（第二版）

Part One Front Desk Services

Unit 1 Reservation

1 Accepting a Reservation

2 The Hotel is Fully Booked

3 Changing the Reservation Date

4 Cancelling the Reservation

Unit 2 Check in

1 Checking in for the Guest with Reservation

2 Checking in for the Guest without Reservation

3 Checking in for a Group

4 No Reservation and the Hotel is Fully Booked

Unit 3 Currency Exchanging

1 Normal Procedure

2 The Night Change Limits

3 Cash a Check

4 There is No Full Exchange Service

Unit 4 Delivering Luggage

1 At the Door

2 After Checking in

3 Arriving at the Room

4 Delivering Bags to the Wrong Room

5 Before Checking Out

Unit 5 Information

1 Giving Directions to the Hotel

2 Giving Information

3 Introducing about Entertainment in the Hotel

4 About the Restaurants

5 Where to Buy some Cigarettes

6 Depositing Bags

〖1〗7 When the Guests Want the Keys

Unit 6Check?out

1 Paying in Cash

2 Paying with Credit Cards

3 Explaining the Bill

4 The Hotel Doesn?t Accept Personal Checks

Part Two Housekeeping Services

Unit 1 Floor Attendants

1 Showing the Guests to their Rooms

2 Introducing the Room Facilities

3 About the Hotel Services

Unit 2 Chamber Service

1 Cleaning the Room

2 Asking for an Early Cleaning

3 Turn down Service

Unit 3 Laundry Service

1 Explaining Laundry Service

2 Demanding Laundry Service

3 Suggesting Express Laundry Service

Unit 4 Miscellaneous Services

1 Providing Something Extra on Request

2 Shopping for Guests

3 About Room Service

Unit 5 Dealing with the Complaints

1 Toilet Problem

2 Television Problem

3 The Air Conditioner is Out of Work

4 People Next Door are Noisy

Unit 6 Lost and Found

1 My Necklace is Missing

2 When the Guest has Checked out

3 Mailing the Lost Property to its Owner

4 Your Bag has been Found

Part Three Food & Beverage Services

Unit 1 Reserving a Table

1 A Reservation for Mrs. Dunlop

2 Reserving a Banquet

3 Overbooking

Unit 2 Seating Guests

1 Seating the Guest with a Reservation

2 Seating the Guest without a Reservation

3 We Want a Larger Lazy Susan

Unit 3 Taking Orders

1 Taking a la Carte Order

2 Ordering Dinner for Two

3 Ordering Breakfast

Unit 4 Serving Dishes

1 A Chinese Banquet

2 In the Coffee Shop

3 At the Bar

Unit 5 Room Service

1 Replenishing the Mini?Bar

2 Ordering Room Service

3 Sending the Ordered Meal to the Guest s Room

Unit 6 Complaints

1 Complaining about Dish93〖1〗2 We are in a Hurry

3 Wrong Bill

Unit 7 Ways of Payment

1 Paying by Cash

2 Paying with the Credit Card

3 Signing the Bill

Part Four Auxiliary Services

Unit 1 Services for Business

1 Copying

2 Fax Sending

3 Sending Email

4 Typing

Unit 2 Services for Meeting and Exhibition

1 Booking a Meeting

2 Arranging the Meeting Room1

3 Booking an Exhibition1

4 Handling the Urgent Needs1

Unit 3 Services for Health & Recreation

1 Swimming

2 Sauna Bath

3 Bowling

4 Body Building

5 Night Club

Unit 4 Services for Shopping

1 Choosing Silk Fabrics

2 Chinese Culture and Tea

3 Choosing Souvenir Gift

4 Choosing Traditional Chinese Paintings

Unit 5 Services for Tourism

1 Asking Information about Traveling

2 Asking about the Sights

3 Reserving a Natural Scenery Tour

4 Arranging the Itinerary

Appendix

ⅠAppendix

ⅡAppendix

ⅢAppendix

ⅣAppendix

ⅤAppendix

Ⅵ参考文献