酒店英語(yǔ)

前言

　　職業(yè)技能培訓(xùn)是提高勞動(dòng)者知識(shí)與技能水平、增強(qiáng)勞動(dòng)者就業(yè)能力的有效措施。職業(yè)技能短期培訓(xùn)能夠在短期內(nèi)使受培訓(xùn)者掌握一門技能，達(dá)到上崗要求，順利實(shí)現(xiàn)就業(yè).　　為了適應(yīng)開(kāi)展職業(yè)技能短期培訓(xùn)的需要，促進(jìn)短期培訓(xùn)向規(guī)范化發(fā)展，提高培訓(xùn)質(zhì)量，中國(guó)勞動(dòng)社會(huì)保障出版社組織編寫了職業(yè)技能短期培訓(xùn)系列教材，涉及第二產(chǎn)業(yè)和第三產(chǎn)業(yè)50多個(gè)職業(yè)（工種）。在組織編寫教材的過(guò)程中，以相應(yīng)職業(yè)（工種）的國(guó)家職業(yè)標(biāo)準(zhǔn)和崗位要求為依據(jù)，并力求使教材具有以下特點(diǎn)：　　短。教材適合工5-30天的短期培訓(xùn)，在較短的時(shí)間內(nèi)，讓受培訓(xùn)者掌握一種技能，從而實(shí)現(xiàn)就業(yè)?！　”?。教材厚度薄，字?jǐn)?shù)一般在10萬(wàn)左右。教材中只講述必要的知識(shí)和技能，不詳細(xì)介紹有關(guān)的理論，避免多而全，強(qiáng)調(diào)有用和實(shí)用，從而將最有效的技能傳授給受培訓(xùn)者?！　∫?。內(nèi)容通俗，圖文并茂，容易學(xué)習(xí)和掌握。教材以技能操作和技能培養(yǎng)為主線，用圖文相結(jié)合的方式，通過(guò)實(shí)例，一步步地介紹各項(xiàng)操作技能，便于學(xué)習(xí)、理解和對(duì)照操作。　　這套教材適合于各級(jí)各類職業(yè)學(xué)校、職業(yè)培訓(xùn)機(jī)構(gòu)在開(kāi)展職業(yè)技能短期培訓(xùn)時(shí)使用。歡迎職業(yè)學(xué)校、培訓(xùn)機(jī)構(gòu)和讀者對(duì)教材中存在的不足之處提出寶貴意見(jiàn)和建議。

內(nèi)容概要

??本書是根據(jù)《酒店英語(yǔ)專項(xiàng)職業(yè)能力考核標(biāo)準(zhǔn)》編寫的，供各地在酒店英語(yǔ)職業(yè)能力考核、鑒定和培訓(xùn)時(shí)使用。??本書分初級(jí)篇、中級(jí)篇和高級(jí)篇。初級(jí)篇主要介紹酒店員工的服務(wù)用語(yǔ)；中級(jí)篇主要介紹酒店的核心功能和附屬功能；高級(jí)篇主要介紹酒店的管理運(yùn)作。本書以實(shí)際情景對(duì)話為主線，穿插介紹酒店管理知識(shí)、英語(yǔ)國(guó)家的風(fēng)俗習(xí)慣等。目的是幫助廣大酒店從業(yè)人員提高英語(yǔ)的綜合應(yīng)用能力。??本書是專項(xiàng)職業(yè)能力考核培訓(xùn)教材，也可供各類職業(yè)學(xué)校、職業(yè)培訓(xùn)機(jī)構(gòu)在開(kāi)展職業(yè)技能短期培訓(xùn)時(shí)使用。??本書由福建師范大學(xué)教材建設(shè)基金提供資助。??本書由福建師范大學(xué)外國(guó)語(yǔ)學(xué)院林明金、毛浩然、劉茵、王朝暉、黃梅仙、邱愛(ài)萍編寫，林明金、毛浩然主編；由福建師范大學(xué)外國(guó)語(yǔ)學(xué)院院長(zhǎng)林大津教授審稿。

書籍目錄

初級(jí)篇 　Part Ⅰ?ELEMENTARY COURTESY ENGLISH FOR HOTEL STAFF?酒店員工基礎(chǔ)禮貌用語(yǔ)　?Unit 1?Welcome,Greeting,and Farewell?歡迎、問(wèn)候和告別　　　Section A?Phonetics 語(yǔ)音 　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　1.1 Expressing Welcome?歡迎　　?　1.2 Expressing Greeting?問(wèn)候　　?　1.3 Expressing Farewell?告別　?Unit 2?Thanks,Apologies,and Best Wishes?感謝、道歉和祝?！　　ection A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　2.1 Expressing Thanks?感謝　　?　2.2 Expressing Apologies?道歉　　?　2.3 Expressing Best Wishes?祝福　?Unit 3?Permission,Acceptance or Refusal?允許、接受或拒絕　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　3.1 Asking for Permission?請(qǐng)求允許　　?　3.2 Acceptance or Refusal?接受或拒絕　?Unit 4?Attitudes?態(tài)度　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　4.1 Agreement or Disagreement?同意或不同意　　?　4.2 Expressing Suggestions?建議　?Unit 5?Emotions?情感　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　5.1 Asking Satisfaction or Dissatisfaction?詢問(wèn)滿意或不滿意　　?　5.2 Reassurance and Sympathy?安慰和同情　　?　5.3 Worries and Regrets?憂慮和遺憾　Part Ⅱ?ELEMENTARY SERVICE ENGLISH FOR HOTEL STAFF?酒店員工基礎(chǔ)服務(wù)英語(yǔ)　?Unit 1?At Front Office?前廳部日常服務(wù)用語(yǔ)　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　1.1 Check.in Service?入住服務(wù)　　?　1.2 Check.out Service?結(jié)賬服務(wù)　?Unit 2?At Housekeeping Department?客房部日常服務(wù)用語(yǔ)　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　2.1 Showing a Guest to His/Her Room?引客進(jìn)房　　?　2.2 Asking to Clean the Room?要求清理房間　?Unit 3?At Food & Beverage Department?餐飲部日常服務(wù)用語(yǔ)　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　3.1 Expressing Welcome?歡迎　　?　3.2 Food and Beverage Reservation?餐廳預(yù)訂　?Unit 4?At Shopping Center?商場(chǎng)部日常服務(wù)用語(yǔ)　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　4.1 When a Guest is Asking for Directions?賓客問(wèn)路　　?　4.2 Shopping Service?購(gòu)物服務(wù)　?Unit 5?At Recreational Center?娛樂(lè)部日常服務(wù)用語(yǔ)　　　Section A?Phonetics?語(yǔ)音　　　Section B?Listening and Speaking?聽(tīng)與說(shuō)　　?　5.1 Receiving Telephone Enquiries?受理電話咨詢　　?　5.2 Service at Recreational Center?娛樂(lè)部日常服務(wù)中級(jí)A篇 　Part Ⅲ?THE FRONT OFFICE DEPARTMENT?前廳部　?INTRODUCTION?導(dǎo)言　?Unit 1?Room Reservation?客房預(yù)訂　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　1.1 Independent Reservation?散客預(yù)訂　　?　1.2 Group Reservation?團(tuán)隊(duì)預(yù)訂　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 2?Receiving Guests?接待客人　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　2.1 Checking in for Independent Guests?散客入住　　?　2.2 Checking in for Groups?團(tuán)隊(duì)入住　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 3?The Bellman?行李員　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　3.1 Baggage Delivery?搬運(yùn)行李　　?　3.2 Hotel Facilities and Services Introduction?酒店設(shè)施與服務(wù)介紹　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 4?Information Service?問(wèn)訊服務(wù)　　　Section A Listening and Speaking?聽(tīng)與說(shuō)　　?　4.1 Showing the Way?指路　　?　4.2 Mail Service?郵寄服務(wù)　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 5?Operator Service?接線員服務(wù)　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　5.1 Taking a Message?電話留言　　?　5.2 Making an IDD Call?國(guó)際直撥長(zhǎng)途電話　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 6?The Cashier?收銀員　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　6.1 Foreign Currency Exchange?外幣兌換　　?　6.2 Checking Out?結(jié)賬　　　Section B?Supplementary Reading?補(bǔ)充閱讀　Part Ⅳ?THE HOUSEKEEPING DEPARTMENT?客房部　?INTRODUCTION?導(dǎo)言　?Unit 1?Floor Attendant?樓層服務(wù)員　　　Section A Listening and Speaking?聽(tīng)與說(shuō)　　?　1.1 Introducing the Room Facilities?介紹客房設(shè)施　　?　1.2 Equipment Rental?設(shè)備出租　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 2?Chamber Service?客房服務(wù)　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　2.1 Making up the Rooms?整理房間　　?　2.2 Maintenance Service?維修服務(wù)　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 3?Personal Service?個(gè)人服務(wù)　　　Section A Listening and Speaking?聽(tīng)與說(shuō)　　?　3.1 Laundry Service?洗衣服務(wù)　　?　3.2 Room Service?客房用餐　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 4?Dealing with Emergency?處理緊急事件　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　4.1 In.house Doctor?店內(nèi)醫(yī)生　　?　4.2 Lost and Found?失物招領(lǐng)　　　Section B?Supplementary Reading?補(bǔ)充閱　Part Ⅴ FOOD & BEVERAGE DEPARTMENT?餐飲部　?INTRODUCTION?導(dǎo)言　?Unit 1?Taking a Telephone Reservation?接受電話預(yù)訂　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　1.1 Booking Seats?預(yù)訂座位　　?　1.2 Reserving Banquets?宴會(huì)預(yù)訂　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 2?Seating the Diner?顧客就座　　　Section A Listening and Speaking?聽(tīng)與說(shuō)　　?　2.1 Seating the Guests with Reservation?預(yù)訂顧客就餐　　?　2.2 No Seat is Available?沒(méi)有空位　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 3?Taking Orders?點(diǎn)菜　　　Section A Listening and Speaking?聽(tīng)與說(shuō)　　?　3.1 Western Dinner?西餐　　?　3.2 Chinese Food?中餐　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 4?Serving Dishes & Settling Accounts?上菜和結(jié)賬　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　4.1 Serving Dishes?上菜　　?　4.2 Settling Accounts?結(jié)賬　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 5?At the Bar?在酒吧　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　5.1 Foreign Liquors and Wines?洋酒　　?　5.2 Chinese Liquors and Wines?中國(guó)酒　　　Section B?Supplementary Reading?補(bǔ)充閱讀中級(jí)B篇 　Part Ⅵ?BUSINESS CENTER 商務(wù)中心　?INTRODUCTION 導(dǎo)言　　?　6.1 Fax?傳真服務(wù)　　?　6.2 Hiring?租用服務(wù)　Part Ⅶ?HEALTH CENTER?康樂(lè)中心　?INTRODUCTION 導(dǎo)言　　?　7.1 Talking about Health Club Facilities?談?wù)摼銟?lè)部健身設(shè)施　　?　7.2 Introducing Hotel Sauna Service?介紹酒店桑拿服務(wù)　Part Ⅷ?CONFERENCE CENTER?會(huì)務(wù)中心　?INTRODUCTION 導(dǎo)言　　?　8.1 Conference Room Facilities?會(huì)議室設(shè)施　　?　8.2 Conference Room Maintenance?會(huì)議室維護(hù)　Part Ⅸ?CULTURAL AND RECREATIONAL CENTER?文化娛樂(lè)中心　?INTRODUCTION 導(dǎo)言　　?　9.1 At the Ball Room?舞廳　　?　9.2 At the Karaoke Bar?卡拉OK廳　Part Ⅹ?TRAVEL SERVICE?旅游服務(wù)　?INTRODUCTION 導(dǎo)言　　?　10.1 Travel Agency?旅行社　　?　10.2 Travel Tips?旅行指南高級(jí)篇 　Part XI?HOTEL MANAGEMENT?酒店管理　?INTRODUCTION?導(dǎo)言　?Unit 1?Public Relations?公共關(guān)系　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　1.1 Arranging for a Conference?安排會(huì)議　　?　1.2 Collecting Comments and Suggestions?收集意見(jiàn)和建議　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 2?Settling Complaints?解決投訴　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　2.1 Dealing with a Difficult Guest?與難對(duì)付的客人打交道　　?　2.2 Handling a Complaint?處理投訴　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 3?Interview and Orientation?面試和迎新培訓(xùn)　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　3.1 Interview?面試　　?　3.2 Orientation?迎新培訓(xùn)　　　Section B?Supplementary Reading?補(bǔ)充閱讀　?Unit 4?At the Manager?s Office?經(jīng)理辦公室　　　Section A?Listening and Speaking?聽(tīng)與說(shuō)　　?　4.1 Morning Briefing?早晨例會(huì)　　?　4.2 Negotiation?談判　　　Section B?Supplementary Reading?補(bǔ)充閱讀附錄一?常見(jiàn)中西餐菜譜名稱附錄二?酒店機(jī)構(gòu)表附錄三?《酒店英語(yǔ)》培訓(xùn)指導(dǎo)與建議

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