酒店實(shí)用英語(yǔ)

前言

　　《酒店實(shí)用英語(yǔ)》是《工學(xué)結(jié)合新思維》高職高專財(cái)經(jīng)類十二五規(guī)劃系列教材之一?！　”窘滩母鶕?jù)教高【2006】16號(hào)《關(guān)于全面提高高等職業(yè)教育教學(xué)質(zhì)量的若干意見(jiàn)》的文件精神，從高職高?！熬蜆I(yè)為導(dǎo)向”的辦學(xué)目標(biāo)出發(fā)，根據(jù)旅游酒店管理類專業(yè)人才的培養(yǎng)目標(biāo)和課程設(shè)置要求，基于星級(jí)酒店服務(wù)崗位所必需的英語(yǔ)實(shí)際應(yīng)用能力，在深入酒店實(shí)踐和廣泛調(diào)研的基礎(chǔ)上，從框架構(gòu)建、內(nèi)容篩選、深廣度定位和體例編排等方面都傾力以“工學(xué)結(jié)合”為紐帶創(chuàng)新建設(shè)?！　‰S著旅游酒店行業(yè)對(duì)從業(yè)人員英語(yǔ)實(shí)用能力要求的不斷提高，高等職業(yè)院校對(duì)本專業(yè)的英語(yǔ)教育必須緊密結(jié)合酒店行業(yè)的崗位能力標(biāo)準(zhǔn)實(shí)際，強(qiáng)化對(duì)語(yǔ)言在實(shí)際工作程序中的應(yīng)用能力訓(xùn)練，充分體現(xiàn)英語(yǔ)教學(xué)與酒店服務(wù)崗位深度融合的“教學(xué)做一體”，以利學(xué)生熟練地將所學(xué)英語(yǔ)知識(shí)、語(yǔ)言能力應(yīng)用到酒店崗位的管理工作之中，成為企業(yè)“下得去、用得上、干得好、留得住”的實(shí)用型人才。

內(nèi)容概要

　　本教材根據(jù)教高【2006】16號(hào)《關(guān)于全面提高高等職業(yè)教育教學(xué)質(zhì)量的若干意見(jiàn)》的文件精神，從高職高?！熬蜆I(yè)為導(dǎo)向”的辦學(xué)目標(biāo)出發(fā)，根據(jù)旅游酒店管理類專業(yè)人才的培養(yǎng)目標(biāo)和課程設(shè)置要求，基于星級(jí)酒店服務(wù)崗位所必需的英語(yǔ)實(shí)際應(yīng)用能力，在深入酒店實(shí)踐和廣泛調(diào)研的基礎(chǔ)上，從框架構(gòu)建、內(nèi)容篩選、深廣度定位和體例編排等方面都傾力以“工學(xué)結(jié)合”為紐帶創(chuàng)新建設(shè)。

書(shū)籍目錄

Module One The Front DeskSub-module 1 Accepting Room ReservationCase 1 A Confirmed reservation 4Case 2 A Guaranteed reservation 5Case 3 Over-booking 6Case 4 Handling the complaint about the room reservation 7Sub-module 2 Check-in 15Case 1 Bell service 16Case 2 Registering a walk-in guest 16Case 3 Registering a guest who has a reservation 17Sub-module 3 Change of Reservation and Cancellation 25Case 1 Bringing forward the reservation 26Case 2 Extending the reservation 27Case 3 Cancelling a guaranteed reservation 28Sub-module 4 Other Services 35Case 1 Taking a message 36Case 2 Exchanging foreign currency 37Case 3 Information service 37Sub-module 5 Check-out 43Case 1 Checking Out for guests 44Case 2 Something wrong with the bill 45Case 3 Late check-out and bell service 45Module Two HousekeepingSub-module 6 Floor Service 55Case 1 The Bellboy shows the guest to his room 56Case 2 Room-cleaning service 57Case 3 Food-delivering service 58Case 4 Handling the complaint about the noise 59Sub-module 7 Laundry Service 65Case 1 Dry cleaning 66Case 2 Quick service 67Case 3 Making a wrong delivery 68Sub-module 8 Lost and Found 73Case 1 A complaint about lost articles 74Case 2 Lost and Found Desk 75Case 3 At the security section 76Sub-module 9 Emergency Service 81Case 1 Illness emergency 82Case 2 Damage problem 83Case 3 Losing the passport 84Module Three Food and BeverageSub-module 1O Booking a Table 91Case 1 Booking a table for five 92Case 2 Booking a banquet 93Case 3 Booking a family reunion dinner 94Sub-module 11 Seating the Guest 101Case 1 Seating the guests with the reservation 102Case 2 Handling a coupon storm 103Case 3 Receiving the guests without the reservation 104Sub-module 12 Taking Orders 111Case 1 Recommending specialties 112Case 2 Recommending Sichuan Cuisine 113Case 3 Recommending a special offer 114Sub-module 13 Services during the Meal 119Case 1 Eating Beijing roast duck 120Case 2 Offering more dishes 121Case 3 Settling the bill 122Case 4 Handling the complaint about food 123Module Four Other ServicesSub-module 14 Business Center 131Case 1 Sending a fax and photocopying 132Case 2 The Internet service 133Case 3 Booking a ticket 134Sub-module 15 Recreation Center 139Case 1 Using the Gym 140Case 2 Drinking Chinese tea and demonstrating how to brew tea 141Case 3 Selling souvenirs 142Sub-module 16 Conference Center 149Case 1 Inquiries about the conference room 150Case 2 Booking a conference room 151Case 3 Booking a multi-functional hall 152Tapescripts 159Keys 169Appendix 1 181Appendix 2 185Bibliography 199

章節(jié)摘錄

　　Generally speaking, restaurant operation can be defined in such a pattem as "investment－transformation－product". The investment includes material resources, human resources,capital resources, etc. What is produced can be actual products and invisible products. So tospeak, the operation consists of three basic processes： circulation of commodities, namelypurchasing and cooking of foods; service process, namely the selling of foods; and informationprocess, namely the guarantee of circulation process and service process. Commodity circulation process mainly involves purchasing of foods. The procedure iscomposed of purchase application－purchasing－storage or issuing－cooking－purchaseapplication again. This is a clear description of the material food in its dynamic cycle. First,purchase applying should reflect what is going to be manufactured. And this purchasingdemand, in turn, depends on the demands of customers. Second, purchasing means that the costand expenses of material are happening. This kind of investment directly affects the income of abusiness. Last, food material is moved to the cooking department and is cut and heated. Itchanges its original form and quality and becomes food product. After a certain profit has beenrealized, another cycle begins.

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