本書旨在酒店國際化發(fā)展迅速的今天，為具有較高的酒店英語服務(wù)技能和管理技能的酒店人才提供實(shí)用學(xué)習(xí)教材。本書按照酒店服務(wù)與管理的實(shí)際需要，包含五個部分的內(nèi)容：酒店業(yè)概觀、前廳部、客服部、餐飲部及其他服務(wù)與管理信息。每章開篇為引入部分，**和第五章另外各編寫兩篇閱讀子內(nèi)容，第二、第三和第四章另外各編寫四課子內(nèi)容。每個子內(nèi)容包括七個模塊：背景知識、情景對話、詞匯、實(shí)用技巧、聽力理解、角色扮演及小建議。七個模塊在教學(xué)中可靈活使用，教師或?qū)W習(xí)者可根據(jù)以下目標(biāo)進(jìn)行針對性練習(xí)。
Chapter ⅠAn Overview of Hospitality Industry001
Lead inAn Introduction to Hospitality Industry001
Reading 1Classification of Hotels002
Reading 2Type of Hotel Rooms and Hotel Facilities005Chapter ⅡFront Office Department008
Lead inAn Introduction to Front Office Department008
Lesson 1Reception Desk 接待處009
Lesson 2Information Desk 問訊處017
Lesson 3Concierge Service 禮賓服務(wù)023
Lesson 4Business Centre 商務(wù)中心029Chapter ⅢHousekeeping Department036
Lead inAn Introduction to the Housekeeping Department036
Lesson 1Welcoming and Guiding the Guests 迎賓及帶賓客至房間036
Lesson 2Cleaning the Room 打掃房間043
Lesson 3Laundry Service洗衣服務(wù)049
Lesson 4Personalized Housekeeping Service 個性化家政服務(wù)056Chapter ⅣFood and Beverage Department064
Lead inAn Introduction to Food & Beverage Department 064
Lesson 1Table Reservations 餐桌預(yù)訂064
Lesson 2Hosting & Taking Orders 點(diǎn)單服務(wù)070
Lesson 3Serving Dishes 就餐服務(wù)076
Lesson 4Paying the Bill 結(jié)賬081ⅣⅤChapter ⅤOther Information about Hotel088
Lead inAn Introduction to the Hotel Jobs 088
Reading 1The Main Rules for Handling Complaints & Emergencies088
Reading 2Facilities in Hotel091Key to Listening Comprehension096
Chapter ⅡThe Front Office Department096
Chapter ⅢHousekeeping Department101
Chapter ⅣFood and Beverage Department106參考文獻(xiàn) Reference111
Chapter ⅢHousekeeping DepartmentChapter ⅢHousekeeping Department
LeadinAn Introduction to the Housekeeping Department
As the saying goes, “the difference is in the details”. Those details are the charge of the Housekeeping Department. As one of the most integral(完整的) departments within the hotel, the Housekeeping Department is responsible for the immaculate(無瑕疵的) care and upkeep(整理維修) of all guest rooms and public spaces. Individuals who excel(擅長) in our Housekeeping Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. In a competitive hotel market, it is service and cleanliness that really make an impact(影響) on our guests and determine whether they will return.
Lesson 1Welcoming and Guiding the Guests
迎賓及帶賓客至房間Background Information
Floor service is one important part of working organization in Housekeeping Department, where guests come and hope to be respected and taken care as well. In the light of the principle of Customer First, procedures and requirements to guide and standardize daily routine of the staff should be laid down by the hotel. Courteous and welcoming staff will leave guests with a good impression and a cheerful temper, which speaks for the hotel at the same time.
樓層服務(wù)是客房部組織工作中的重要部分。客人到達(dá)樓層之后，希望得到服務(wù)人員的尊重，在生活上得到服務(wù)人員的關(guān)心。根據(jù)“顧客至上”的原則，飯店應(yīng)制定相應(yīng)的程序與要求，規(guī)范與約束員工的日常行為。員工迎客彬彬有禮，會給客人留下美好印象，使之有一個好心情，也會對飯店產(chǎn)生一個好印象。
Dialogues〖*2〗Dialogue 1Welcoming the Guests and Taking the Guests to the RoomA=Floor AttendantG=Guest
A: Good morning, sir. Welcome to our hotel.
00G: Hello, can you show me how to locate my room please?
A: Certainly sir. Can you take out your room pass? Now, swipe it onto the lift control and the doors will open.
G: OK, lets get in. Can you help me with that suitcase? Thanks.
A: Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.
G: I get it. So, noone who doesnt have a room pass cant use the lift?
A: Correct, sir. This is a security feature of the hotel and means the corridors outside your room will be secure.
G: Excellent.
A: Now, weve arrived, sir. Ill follow with your luggage. Please turn left.
G: OK, Ill try my room pass. Excellent, it opens. The room looks nice. Now, before you go can you show me how to operate the AC unit?
A: Certainly. Place your room pass inside this slot and the lights will come on. Here is the AC control—This button turns up the temperature, and this button turns it down.
G: Great, this looks like it will be comfortable. Heres something for you(gives tip).
A: Thank you, sir. If there is anything else you need, please call the reception. Dial “0” for service.
G: Thanks again.
Dialogue 2Showing the Room and Offering inroom Service
A=Floor AttendantG=Guest
A: Good afternoon, sir. Welcome to our hotel. My name is Tom. Im the floor attendant.
C: Thank you, Tom. Where is Room 802, please?
A: Ah, Mr. Steven. Would you care to step this way, please? Ill carry one of your briefcases. Lets go, shall we?
G: Sure, Ill come after you. Oh, how do you know my name?
A: Its on the arrival list for Room 802. Now here we are. This is your room. May I have you room card, please?
G: Here you are.
A: Thank you. Come in please. Ive turned on the light. Do you mind if I put your baggage by the wardrobe?
G: Not really.
G: How nice the room looks!
A: Im glad you like it.(Drawing the curtains aside)The room is facing south and commands a good view of the beach.
G: Thats lovely!
A: You must be tired after a long journey, sir, Please be seated and take a rest.
G: Im very thirsty. Can I get something to drink?
A: Yes, there is some beverage in the minibar. Shall I get one can for you?
G: No. I dont like cold drink.
A: In this case, Ill make tea for you.
G: Its really very kind of you. Thank you very much.
A: Its my pleasure. If you need anything, just call the reception. The number is “0”. Is there anything else I can do for you?
G: No, everything is fine. If I need your help, Ill call you.
A: Ill put myself at your service at any time, See you later.
Dialogue 3Introducing the Room
A=Floor AttendantG=Guest
A: Mr. Johnathan, Ill show you to your room, would you please come this way? Your room is over there.
G: OK, Ill follow you.
A: Here is your room, Mr. Johnathan. After you.
G: Thank you.
B: Shall I draw the curtain for you?
G: OK, thank you.
A: Mr. Johnathan, this is the bathroom, and the switch is here. You can also have more hangers from housekeeping if you want.
G: Oh, I see. May I ask when room service is available?
A: Its available twentyfour hours a day. And in the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel. If you need anything else, please dont hesitate to tell us. The extension number of the floor desk is 16699.
G: By the way, the hot water is supplied round the clock, isnt it?
A: Exactly, Mr. Johnson. And the tap water is drinkable in our hotel. Hope you enjoy your stay here. Is there anything I can do before I leave the room?
C: No, thats all for now. Thank you very much!
A: Youre most welcome. Have a nice day! See you.
1. baggage \[bɡd\] n. 行李
2. beach \[bit\] n. 海灘；湖濱
3. beverage \[bevrd\] n. 飲料
4. briefcase\[brif kes\] n. 行李箱
5. brochure \[br(r)\] n. (某地、某旅館等的)情況介紹手冊，小冊子
6. can \[kn\] n. 罐頭,開罐器
7. corridor \[krd(r)\] n. 走廊
8. drawer \[dr(r)\] n. 抽屜
9. dresser \[dres\] n. 梳妝臺；碗柜；化妝師
10. drinkable \[drkbl\] adj. 可飲用的；可以喝的
11. facility \[fslti\] n. 設(shè)施；設(shè)備
12. locate \[lket\] vt. 位于；查找……的地點(diǎn)
13. luggage \[lɡd\] n. 行李；皮箱
14. minibar \[mini bɑ\] n. 小酒柜
15. operate \[pret\] vt. 操作；經(jīng)營
16. reception \[rspn\] n. 接待處, 服務(wù)臺
17. security \[sikjuriti\] n. 安全；保證
18. suitcase \[sutkes\] n. 手提箱；衣箱
19. swipe \[swap\] vt. 刷……卡
20. switch \[swt\] n. 開關(guān)，閘
21. wardrobe \[wrdrob\] n. 衣柜
22. at your service 為您效勞
23. command a good view of 看到……的美景
24. AC control 空調(diào)遙控
25. AC unit 空調(diào)房
26. draw...aside 把……拉開
27. extension number分機(jī)號碼
28. floor attendant 樓層服務(wù)員
29. lift control 電梯感應(yīng)區(qū)；電梯控制面板
30. room card/pass房卡
31. round the clock 連續(xù)一整天的；不間斷的
32. step this way 這邊走
1. 帶顧客到住房 Guiding the Guests to Their Rooms
Can you take out your room pass?
請問您能拿出門禁卡嗎？
Now, swipe it onto the lift control and the doors will open.
現(xiàn)在，請把您的房卡在電梯感應(yīng)器上刷一下，電梯門就會開了。
Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.
您的房間在六樓。請把您的房卡在感應(yīng)器上刷一下，就在這，讓我按一下六樓。
Ill show you to your room, would you please come this way? Your room is over there.
我會帶您去房間，請跟我來。您的房間在那邊。
May I have you room card, please?
請問能把房卡給我一下嗎？
Would you care to step this way, please?
請問您能跟我來這邊嗎？
2. 介紹設(shè)施及服務(wù)Introducing the Facilities and the Services
The room is facing south and commands a good view of the beach.
這個房間朝南，并且可以看到海灘的美景。
There is some beverage in the minibar. Shall I get one can for you?
在那個小酒柜里有一些飲料。我給你拿一罐好嗎？
Mr. Johnathan, this is the bathroom, and the switch is here.
喬納森先生，這邊是浴室，開關(guān)在這。
You can have more hangers from housekeeping if you want.
如果需要，您可從客房部取得更多衣架。
Its available twentyfour hours a day.
客房服務(wù)二十四小時(shí)提供。
In the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel.
在梳妝柜的第一個抽屜，你會看到一本小冊子，上面有我們酒店所有設(shè)施及服務(wù)的全面信息。
The hot water is supplied round the clock。
熱水是全天供應(yīng)的。
The tap water is drinkable in our hotel.
我們酒店的自來水是可以直接飲用的。
3. 更多服務(wù)應(yīng)對 Offering More Services
If there is anything else you need please call the reception. Dial “0” for service.
……
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