酒店房務(wù)英語(yǔ)

內(nèi)容概要

近十年來(lái)，中國(guó)的高等職業(yè)教育發(fā)展已取得豐碩成果，大批綜合素質(zhì)高、動(dòng)手能力強(qiáng)的高職學(xué)院畢業(yè)生深受用人單位的好評(píng)。但仍然有一些基本問(wèn)題亟待重視并從源頭上加以解決，諸如高職院校畢業(yè)生的職業(yè)技能與用人單位崗位需求較大差距；為數(shù)不少的學(xué)生抱怨課程呆板落后、教材內(nèi)容陳舊，而不能實(shí)現(xiàn)就業(yè)能力的有效培養(yǎng)，還形成某種程度上的低社會(huì)認(rèn)同度。筆者認(rèn)為上述問(wèn)題長(zhǎng)期存在的一個(gè)重要原因是高職課程體系安排、教材建設(shè)的重點(diǎn)與特色不能符合人才培養(yǎng)的內(nèi)在規(guī)律，專業(yè)英語(yǔ)教育的問(wèn)題也在于此。
2010年7月29日，備受關(guān)注的《國(guó)家中長(zhǎng)期教育改革和發(fā)展規(guī)劃綱要（2010-2020年）》正式全文發(fā)布，這是我國(guó)進(jìn)入21世紀(jì)之后的第一個(gè)教育規(guī)劃，是今后一個(gè)時(shí)期指導(dǎo)全國(guó)教育改革和發(fā)展的綱領(lǐng)性文件?！兑?guī)劃綱要》進(jìn)一步明確提出要實(shí)施職業(yè)教育辦學(xué)模式改革試點(diǎn)，以服務(wù)為宗旨，以就業(yè)為導(dǎo)向，推進(jìn)教育教學(xué)改革，實(shí)行工學(xué)結(jié)合、校企合作、頂崗實(shí)習(xí)的人才培養(yǎng)模式，以切實(shí)提高職業(yè)教育教學(xué)質(zhì)量為重點(diǎn)，滿足經(jīng)濟(jì)社會(huì)對(duì)高素質(zhì)勞動(dòng)者和技能型人才的需要。

書(shū)籍目錄

PartA Front Office Department
Module One Making Reservations
 Dialogue 1 A Phone Call Reservation
 Dialogue 2 A Group Reservation
 Dialogue 3 Booking a Suite
 Dialogue 4 Confirmation Call
 Policies and Procedures of Making Reservations
 Reading Hotels and Rooms Division Department (I)
Module Two Checking in
 Dialogue 1 Filling in the Registration Card/Form
 Dialogue 2 Group Registration
 Dialogue 3 Checking in for Walkin Guests
 Dialogue 4 Guests Who Arrive Late
 Policies and Procedures ofRegistering Guests with Confirmed
Reservation
 Reading Hotels and Rooms Division Department (II)
Module Three Uniformed Services
 Dialogue 1 The Bellman Shows the Guest Her Room
 Dialogue 2 Ticket Booking Service
 Dialogue 3 Ordering a Taxi
 Dialogue 4 Limousine Service
 Policies and Procedures of Handling Guest Enquiries and
Introducing Facilities
 Reading Hotel Concierge
Module Four Services at the front Desk
 Dialogue 1 A Room Change
 Dialogue 2 A Safe Deposit Box
 Dialogue 3 Showing Directions
 Dialogue 4 Asking for an Overstay
 Policies and Procedures of Using the Safety Box
 Reading Top Hotelsin the World
Module Five Services at the Front Desk (2)
 Dialogue 1 Maintenance Service
 Dialogue 2 Babysitting Service
 Dialo gue 3 10 st and Found
 Dialogue 4 A Package for Mr. Martin
 Policies and Procedures for Lost and Found
 Reading Top Hotelsin the World
Module Six Business and Entertainment Services
 Dialogue 1 At the Business Center
 Dialogue 2 In the Health Club
 Dialogue 3 The Sauna Is One of the Great Pleasures of
Life
 Dialogue 4 The Meeting Room.
 Policies and Procedures of Business Center Agent
 Reading Searching for a Healthier Lifestyle
 Module Seven Telephone Service
 Dialogue 1 A Morning Call Service
 Dialogue 2 An Overseas PersonToPerson Call
 Dialogue 3 A Call from Outside
 Dialogue 4 Answering Guests'Inquiries.
 Policies and Procedures ofTelephone Etiquette
 Reading Telecommunications
Module Eight Handling Complaints.
 Dialogue 1 Complaint in the Hotel
 Dialogue 2 A Problem with the Mini Bar
 Dialogue 3 The Room Needs Cleaning
 Dialogue 4 A Problem with the B
 Policies and Procedures ofHandling Guest Complaints
 Reading Have You Ever Made Complaints at a Hotel?
Module Nine Cbecking Out
 Dialogue 1 Foreign Exchange Service
 Dialogue 2 Accepting Credit Cards
 Dialogue 3 The Guest Pays His B
 Dialogue 4 Checking Out
 Policies and Procedures Methods ofPayment.
 Reading Top Hotelsin the World
 Part B Housekeeping Department
 Module Ten Housekeeping Supply Preparations
Dialogue 1 Would You Like Your Room Cleaned?
 ……
Module Eleven Cleaning the Guest Room
Module Twelve Housekeeping Services
Module Tlurteen Cleaning Public Areas
Module Fourteen Laundry and Valet Service
附錄1 Key to the Exercises參考答案
附錄2 Top 10 Hotel Groups in the World全球酒店集團(tuán)排行榜（前十名）
附錄3 HoteI Rooms Division Terminology酒店房務(wù)專用術(shù)語(yǔ)
參考文獻(xiàn)

章節(jié)摘錄

　　The general manager typically designates which areas housekeeping will be responsible forcleaning. However， if areas of responsibility cross department lines， the managers of thosedepartments must get together and settle among themselves any disputes about cleaningresponsibilities. The agreement among the managers is then reported to the general manager for hisor her approval. A housekeeper manager therefore requires a background of training and experiencein all types of housekeeper work. This should provide him/her with confidence and ability to command respect and loyalty from the staff. A good housekeeping manager can effectively solveproblems with other managers， thereby relieving the general manager of day-to-day， operationalproblems.　　Once housekeeping's areas of responsibility have been identified， the focus wiU be onanalyzing the work required for cleaning and maintaining each area. The housekeeping departmentcan have the following staff depending on the size of hotel： housekeeper and assistant housekeeper，chambermaids， cleaners， staff maids， cloakroom attendants， house porters， valets， laundry and linenkeeper. The housekeeping manager has the responsibility for all aspects of the housekeepingdepartment， from the hiring of employees to the maintenance of operational expenses at or belowbudget. Interviewing， training， motivating， ordering， receiving and monitoring product quality allplay a large role in the typical day of a housekeeping manager.　　……

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