飯店實(shí)用英語(yǔ)

前言

　　如今，中國(guó)的旅游管理教育已經(jīng)走過(guò)了20多年的歷程。20多年，對(duì)于人生而言，可以說(shuō)已經(jīng)走近成熟了，然而，對(duì)于一個(gè)學(xué)科的發(fā)展來(lái)說(shuō)，這么短的時(shí)間恐怕只能夠孕育學(xué)科的胚芽。萬(wàn)幸的是，噠20多年不同于歷史進(jìn)程中的一般20多年。由于我們堅(jiān)持了改革開(kāi)放的政策，我們的視野由此而得到擴(kuò)展，我們的信心由此而得到強(qiáng)化，我們的步伐也由此而得以加快。所以，雖然僅僅只有20多年，但在中國(guó)的教育園地和學(xué)科家族中，旅游管理經(jīng)過(guò)有效地分化發(fā)展，已經(jīng)形成了學(xué)科體系的基本雛形。如今，旅游管理專(zhuān)業(yè)可以把中等職業(yè)教育作為起點(diǎn)，并有了高職高專(zhuān)、普通本科和研究生教育（包括碩士和博士研究生教育）。這樣完整的教育層次系統(tǒng)，展示了旅游管理教育發(fā)展的歷程和成果，同時(shí)也提出了學(xué)科建設(shè)中的一些迫切需要解決和面對(duì)的問(wèn)題。其中最重要的一點(diǎn)，就是如何在不同的教育層次和不同的教育類(lèi)型上對(duì)教育目標(biāo)和教學(xué)模式進(jìn)行準(zhǔn)確定位。當(dāng)旅游管理高等教育領(lǐng)域中開(kāi)始出現(xiàn)職業(yè)教育這種新的教育類(lèi)型時(shí)，這一點(diǎn)就尤其顯得突出了。　　我國(guó)改革開(kāi)放后得以重建的高等教育體系，向來(lái)注重的是學(xué)科教育，一直沒(méi)有給高等職業(yè)教育以足夠的重視。困擾教育家們的問(wèn)題似乎不是學(xué)科教育和職業(yè)教育的關(guān)系問(wèn)題，而是在學(xué)科教育體系中如何區(qū)別普通專(zhuān)科教育與本科、研究生教育的層次和定位問(wèn)題。20多年的教育實(shí)踐證明，人們?cè)谶@三個(gè)層次上所做出的定位努力沒(méi)有得到應(yīng)有的效果。相反，在幾乎所有的專(zhuān)業(yè)領(lǐng)域，都或多或少地存在著一種傾向，即專(zhuān)科教育僅僅是本科教育的簡(jiǎn)單壓縮，而研究生教育僅僅是本科教育的有限延伸。這種狀況導(dǎo)致了人才培養(yǎng)的低效率，也由于人才規(guī)格的錯(cuò)位而造成了人才使用上的浪費(fèi)，甚至引起社會(huì)用人單位與教育機(jī)構(gòu)之間在這個(gè)問(wèn)題上的矛盾?！　≌怯捎诖嬖谥@種帶有普遍性的問(wèn)題以及解決這種問(wèn)題的動(dòng)力，我國(guó)高等教育近年來(lái)的改革在這方面才有了比較大的突破：高等普通專(zhuān)科向高等職業(yè)教育轉(zhuǎn)軌。這種轉(zhuǎn)軌使高等職業(yè)教育在一定程度上提高了層次，引起了社會(huì)各方面的重視，從而使高等職業(yè)教育成為高等教育體系中的重要類(lèi)型。高等職業(yè)教育的登堂入室，創(chuàng)造了一種有效的社會(huì)氛圍，也反過(guò)來(lái)促使普通專(zhuān)科教育不得不重新審視自己所一貫堅(jiān)持的教育思想和教學(xué)模式，正視自己所面臨的問(wèn)題，并抓住歷史的機(jī)遇。換言之，普通專(zhuān)科改弦更張的內(nèi)力和外力都已經(jīng)具備了。

內(nèi)容概要

本書(shū)根據(jù)東北財(cái)經(jīng)大學(xué)出版社的修訂要求，堅(jiān)持任務(wù)中心原則、堅(jiān)持貼近行業(yè)之初衷，設(shè)定每單元的任務(wù)目標(biāo)、主題思想、服務(wù)理念、實(shí)用話題、工作流程，對(duì)全書(shū)進(jìn)行了必要的梳理和修正。作者對(duì)書(shū)中各部分所發(fā)現(xiàn)的錯(cuò)漏之處作了糾正和補(bǔ)充，較大幅度地調(diào)整了練習(xí)部分，使每課的練習(xí)形式與內(nèi)容保持一致，竭力做到課文、會(huì)話、練習(xí)相輔相成，構(gòu)成一個(gè)有機(jī)整體。還為學(xué)員提供多層任務(wù)平臺(tái)，提供提高交際能力和認(rèn)知能力的機(jī)會(huì)，提供飯店英語(yǔ)“結(jié)構(gòu)一功能”訓(xùn)練的多種手段，進(jìn)一步突現(xiàn)本教材的系統(tǒng)性、靈活性和應(yīng)用性。另外，為方便教學(xué)，本書(shū)還為任課教師提供了練習(xí)答案和PPT網(wǎng)上教學(xué)資源?？晒└鞔髮?zhuān)院校作為教材使用，也可供從事相關(guān)工作的人員作為參考用書(shū)使用。

書(shū)籍目錄

Unit One  An Overview of the Hotel Business  Text A  A Brief History of the Hotel Industry  Text B  Hotels and Their Classifications  Dialog Ⅰ  At the Human Resources Department  Dialog Ⅱ  Orientation (1) --Ethics Integrity  Dialog Ⅲ  Orientation (2) --Grooming  ExercisesUnit Two  Front Office(Ⅰ)  Text A  Front Office  Text B  Reservation  Dialog Ⅰ  A Long Distance Call Reservation  Dialog Ⅱ  A Group Reservation  Dialog Ⅲ  Revising the Reservation  ExercisesUnit Three  Front Office(Ⅱ)  Text A  Check-in  Text B  Guest Services  Dialog Ⅰ  Receiving Walk-in Guests  Dialog Ⅱ  Extending the Stay  Dialog Ⅲ  Orientation on Concierge's Work  Exercises  'Unit Four  Front Office(Ⅲ)  Text A  Check-out  Text B  Cashier and Night Auditor  Dialog Ⅰ  Foreign Currency Exchange  Dialog Ⅱ  Check-out  Dialog Ⅲ  Checking Guest Account  ExercisesUnit Five  Communications  Text A  Communications  Text B  Telephone Room  Dialog Ⅰ  Sending a Fax  Dialog Ⅱ  Printing  Dialog Ⅲ  Telephone Service  ExercisesUnit Six  Housekeeping  Text A  Housekeeping Department  Text B  Guestroom Cleaning  Dialog Ⅰ  Chamber Service  Dialog Ⅱ  Laundry Service  Dialog Ⅲ  Baby-sitting Service  ExercisesUnit Seven  Food Service  Text A  Organization of Food and Beverage Department  Text B  Restaurant Service  Dialog Ⅰ  Taking Orders  Dialog Ⅱ  Room Service  Dialog Ⅲ  Banqueting Service  ExercisesUnit Eight  Beverage Service  Text A  Beverage Service  Text B  Wine Facts  Dialog Ⅰ  At a Restaurant  Dialog Ⅱ  Bar Service  Dialog Ⅲ  Liqueur Service  ExercisesUnit Nine  Kitchen  Text A  Kitchen Planning  Text B  Types of Kitchen  Dialog Ⅰ  Bakery  Dialog Ⅱ  Cold Items  Dialog Ⅲ  Working as the CheFs Assistant  ExercisesUnit Ten  Recrcation(Ⅰ)  Text A  Recreational Center  Text B  Recreational Offerings at Resorts  Dialog Ⅰ  At the Indoor Swimming Pool  Dialog Ⅱ  At the Bowling Room  Dialog HI  At the Gymnasium  ExercisesUnit Eleven  Recrcation(Ⅱ)  Text A  Searching for a Healthier Lifestyle  Text B  Common Recreational Activities  Dialog Ⅰ  "Sauna Is One of the Great Pleasure of Life"  Dialog Ⅱ  "Massage not only Relaxes the Muscles but also Eases the Pain"  Dialog Ⅲ  "I Would Like to Try a New Hair Style This Time"  ExercisesUnit Twelve  Shopping  Text A  Hotel Shop  Text B  Shopping on the Web  Dialog Ⅰ  Showing the Guests around the Arcade  Dialog Ⅱ  Buying Silk Fabrics  Dialog Ⅲ  At the Chinese Folk Art Counter  ExercisesUnit Thirteen  Security  Text A  Hotel Security (Ⅰ)  Text B  Hotel Security (Ⅱ)  Dialog Ⅰ  Orientation on Fire Preventing and Fire Fighting  Dialog Ⅱ  Preventing a False Claim  Dialog Ⅲ  Offering First Aid  ExercisesUnit Fourteen  Engineering and Maintenance  Text A  Engineering and Maintenance  Text B  Maintenance Activities  Dialog Ⅰ  The Maintenance in the Guest Room  Dialog Ⅱ  A Car Servicing Appointment  Dialog Ⅲ  Dealing with an Elevator Accident  ExercisesUnit Fifteen  Marketing  Text A  Marketing and Selling  Text B  Common Sales Tools  Dialog Ⅰ  Convention Sales Call  Dialog Ⅱ  Extending the Sale  Dialog ⅠtI  Talking about Hotel Reservations  ExercisesUnit Sixteen  Controllers  Text A  Controllers Department  Text B  Budgeting  Dialog Ⅰ  Normal Credit Control  Dialog Ⅱ  Daily Income Audit  Dialog Ⅲ  Month-end Stock Take  ExercisesUnit Seventeen  General Manager  Text A  The General Manager  Text B  The General Manager's Meetings  Dialog Ⅰ  Solving the Guest's Complaint  Dialog Ⅱ  Increasing the Average Rates  Dialog Ⅲ  Making Travel Preparations  Exercises

章節(jié)摘錄

　?。℅ests may make 8pecial requests that may require moretime and effort to fulfill thanequipment and supply requests.Front Desk agents should be allowed to use their judgrnentwhen attempting to satiafy such requests.Typical procedural requests include：split acountfolios.master　account　folios，transportation　arrangements，entertainment reservations，ticketing，luggage handling，baby-sitting，newspaper delivery，mail and message handling，and secretarial services.　　A concierge may handle other procedural requests，including proViding directions andinformation on local attractions and facilities as well as arranging for airplanetheater or other reservations.and tickets.They may also be asked to arrange for car rentals and to provide special secretarial services for business travelers.Hotels not employing a conciergemav have Front Desk agents use the Front Office information directory as a resource tor referrals and outside services.　　A knowledgeable Front Desk agent usually can fulfill a special request involving guestfolios.Split folios are most ofien requested by business travelers.These folios separate.guest cherges int0 two or more separate folio accounts.One folio account records the charge.billed to the guests company or to a group master account.Another folio account may track incidental charges tllat the guest will pay for，such as telephone calls，food，and beverage；this pan 0ftlle folio will most likely be paid by the guest.　　A convention group meeting in the hotel may request a master folio·Typically，only aut}Iorized charges incurred by the group are posted to the master folio and subsequentlybmed to the convention，s sponsor.Each group member may be held responsible for other charges posted to his or her individual folio account·　　Some hotels operate a guest service center.When guests have a question pecial request，tlley may not know whom to call.,Often the call goes to Front Desk agentswh0 Inust tllen act upon the requests or refer them elsewhere：A guest servme cente。makes lt easier for guests.

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