飯店服務(wù)英語

前言

　　旅游作為文化創(chuàng)意產(chǎn)業(yè)的核心支柱，在國際交往、豐富社會生活、促進(jìn)經(jīng)濟(jì)發(fā)展、構(gòu)建和諧社會、弘揚中華文化等方面發(fā)揮著越來越大的作用，旅游業(yè)已成為我國服務(wù)經(jīng)濟(jì)發(fā)展的重要產(chǎn)業(yè)，在我國經(jīng)濟(jì)發(fā)展中占有極其重要的位置。為了加快推動旅游業(yè)的發(fā)展，國務(wù)院常務(wù)會議于2009年討論并通過《關(guān)于加快發(fā)展旅游業(yè)的意見》，旅游業(yè)被正式確立為國民經(jīng)濟(jì)的戰(zhàn)略性支柱產(chǎn)業(yè)，這是黨中央和我國政府的偉大戰(zhàn)略決策?！　‰S著全球旅游業(yè)的快速發(fā)展，特別是北京奧運會、上海世博會、廣州亞運會陸續(xù)在我國舉辦，不僅使我國在國際的交往與交流更加頻繁，也為我國旅游業(yè)的大發(fā)展提供了一個難能可貴的良好機(jī)遇。外語是涉外服務(wù)的工具，也是對外交流的重要手段。英語是國際旅行的通用語言和主要的交際工具，旅游業(yè)從業(yè)人員的英語聽說讀寫能力將直接影響著我國旅游飯店業(yè)的服務(wù)水平與發(fā)展速度?！　∶鎸H飯店服務(wù)業(yè)激烈的市場競爭，加強(qiáng)旅游飯店經(jīng)營管理模式的創(chuàng)新，加速旅游飯店服務(wù)英語專業(yè)人才培養(yǎng)已成為當(dāng)前亟待解決的問題。為滿足日益增長的旅游市場需求，培養(yǎng)社會急需的飯店服務(wù)英語實用人才，我們組織多年在一線從事旅游飯店英語教學(xué)和實踐活動的專家教授，共同精心編撰了此教材，旨在迅速提高學(xué)生和旅游飯店服務(wù)從業(yè)者的專業(yè)素質(zhì)，更好地服務(wù)于我國旅游飯店事業(yè)。

內(nèi)容概要

本書突出旅游飯店服務(wù)行業(yè)特點,注重應(yīng)用型人才培養(yǎng)，結(jié)合國際旅游飯店行業(yè)發(fā)展的新形勢和新特點，依照旅游飯店崗位服務(wù)場景、工作流程和職業(yè)技能要點，主要介紹旅游飯店各相關(guān)部門服務(wù)與管理等基本知識，并通過旅游飯店企業(yè)真實工作情境指導(dǎo)學(xué)生實訓(xùn)，以達(dá)到學(xué)以致用、強(qiáng)化技能培養(yǎng)的目的?！　”緯谌肓孙埖暧⒄Z最新的實踐教學(xué)理念，突出“以任務(wù)為導(dǎo)向，以學(xué)生為核心”的教育模式；教師的作用不再體現(xiàn)為系統(tǒng)傳授知識，而是“啟發(fā)”和“指導(dǎo)”學(xué)生自主學(xué)習(xí)，創(chuàng)造性地學(xué)習(xí)，從而能夠充分提高學(xué)生的綜合素質(zhì)和業(yè)務(wù)水平，盡快適應(yīng)職業(yè)崗位，提高服務(wù)技能。本書附有聽力訓(xùn)練和練習(xí)答案的配套光盤?！　”緯瓤勺鳛槁殬I(yè)院校旅游和飯店管理專業(yè)的教材，也可作為旅游飯店企業(yè)在職從業(yè)者及管理人員的崗位培訓(xùn)教材。

書籍目錄

Unit One  Hotel Basics 	Situational Conversations 	　Conversation 1  The Sense of Service	　Conversation 2  Choosing Your Hotel	　Summary of the Useful Expressions	Classroom Activities	Reading 	　“Green” Hotels and “Green” Hotels AssociationExercises	  Unit Two  Room Reservation 	Situational Conversations  	　Conversation 1  Making a Reservation	　Conversation 2  Desired Room Being Fully Booked	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Reservationists	Exercises	  Unit Three  Bell Service 	Situational Conversations 	　Conversation 1  Showing the Guests to Their Rooms 	　Conversation 2  Depositing Some Valuable Items 	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Doormen and Bellboys 	Exercises	  Unit Four  Reception 	Situational Conversations 	　Conversation 1  Checking in Guest with a Reservation 	　Conversation 2  Helping a Walk?in Guest 	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Receptionists and Reservation Clerks	Exercises	  Unit Five  Switchboard 	Situational Conversations 	　Conversation 1  Receiving a Phone Call	　Conversation 2  Explaining the Way to Make Phone Calls	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Switchboard Operators	Exercises	  Unit Six  Information Service 	Situational Conversations 	　Conversation 1  Asking the Way	　Conversation 2  City Tour	　Conversation 3  Leaving a Message 	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Hotel Desk Clerks	Exercises	  Unit Seven  Foreign Exchange and Cashier?s 	Situational Conversations 	　Conversation 1  Exchanging Money	　Conversation 2  Changing Coins	　Conversation 3  Checking Out	　Summary of the Useful Expressions	Classroom Activities	Reading 	　What Does a Cashier Pay Attention to?	Exercises	  Unit Eight  Housekeeping (Ⅰ) 	Situational Conversations  	　Conversation 1  Cleaning the Room	　Conversation 2  Turn?down Service	　Summary of the Useful Expressions	Classroom Activities	Reading 	　Housekeeping Department	Exercises	  Unit Nine  Housekeeping (Ⅱ) 	Situational Conversations 	　Conversation 1  Laundry 	　Conversation 2  Room Service	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Room Attendants	Exercises	  Unit Ten  Maintenance and Safety 	Situational Conversations 	　Conversation 1  My Key Card Doesn?t Work	　Conversation 2  I Can?t Stay Here Any Longer	　Summary of the Useful Expressions	Classroom Activities	Reading 	　Hotel Safety Regulations Abroad 	Exercises	  Unit Eleven  Restaurant Service 	Situational Conversations 	　Conversation 1  Receiving Guests	　Conversation 2  Taking Orders and Giving Advice	　Summary of the Useful Expressions	Classroom Activities	Reading 	　The Duties of Waiters and Waitress	Exercises	  Unit Twelve  Bar Service 	Situational Conversations 	　Conversation 1  On Duty	　Conversation 2  Serving the Guest	　Summary of the Useful Expressions	Classroom Activities	Reading 	　What Does It Take to Become a Good Bartender?	Exercises	  Unit Thirteen  Business Service 	Situational Conversations 	　Conversation 1  Booking Air Tickets	　Conversation 2  Copying and Typing	　Summary of the Useful Expressions	Classroom Activities	Reading 	　Welcome to Business Services	Exercises	  Unit Fourteen  Shopping Arcade 	Situational Conversations 	　Conversation 1  Choosing a Pearl Necklace	　Conversation 2  At the Arts and Crafts Counter	　Summary of the Useful Expressions	Classroom Activities	Reading 	　Main Duties of Shop Assistants	Exercises	  Unit Fifteen  Recreation and Fitness Situational Conversations 	　Conversation 1  In the Night Club	　Conversation 2  In the Fitness Center	　Summary of the Useful Expressions	Classroom Activities	Reading 	　Job of the Fitness Worker 	Exercises	  Unit Sixteen  Meeting Service 	Situational Conversations 	　Conversation 1  Arranging a Conference	　Conversation 2  Booking Facilities and Personnel	1　Summary of the Useful Expressions	Classroom Activities	Reading 　How to Choose the Right Conference Call Service	5Exercises	  Appendix   Terminology of Hotel Service	  Reference

章節(jié)摘錄

　　Cashiers who work for hotels generally keep track of charges toguests for room services, telephone calls, dealing with foreigncurrency exchange, and valet service. Some sophisticated cashregisters are linked to computer systems that can do all these thingsautomatically. Sometimes cashiers assign and take care of safe-deposit boxes in which guests store jewelry and other valuables. They may also have frontdesk duties such as notifying hotel desk clerks when guests check out.　　When preparing a guests bill, the cashier should pay special attention to the followingthings:　　1. Check if the guest has paid a reservation deposit. If he has, take the amount of hisdeposit out of the bill.　　2. Check with the guest if he is entitled to any kind of discount or complimentary rate. Ifhe is, make the necessary deduction.　　3. Remind the guest to return his room key to the reception before he leaves the hotel.　　4. If the guest settles his account in travelers check, make sure that he countersigns thecheck in front of you. Do not accept checks that have already been countersigned. Thencompare the two signatures carefully. When a travelers check is suspected to be a counterfeit,one first look at the check closely and see if the portrait-s and patterns are clearly printed. Thenfeel the check with your hand. With some travelers checks, the cashier can look forwatermarks by holding the check against the light or look for the special ink color by puttingthe check under an ultraviolet light.

圖書封面

評論、評分、閱讀與下載

---

    飯店服務(wù)英語 PDF格式下載

---