全新正版饭店英语9787568684北京理工大学出版社

Unit 1 General Information About Hotel饭店概述
Part Ⅰ Listening Practice听力练习
Hotel's Definition and Classification
Part Ⅱ Situational Dialogue场景会话
DialoRue 1 An IntelTl Interview
Dialogue 2 A Discussion on Hotel Internship
Part Ⅲ Practice Training实操训练
A．How to Write a Hotel Job Application Letter
B．Practice： Job Application Letter
Part Ⅳ Knowledge Link知识链接
Sharing Economy and New Accommodation Types： AirBnb and CouchSurfing

Unit 2 Reservation Department预订部
Part Ⅰ Listening Practice听力练习
The Role of Reservation Department
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Reservation Call
Dialogue 2 Face to Face Reservation
Dialogue 3 Group Reservation Call
Part Ⅲ Practice Training实操训练
A．What Is SOP?
B．Translation
Part Ⅳ Knowledge Link知识链接
Overbooking Management andYield Management

Unit 3 Front Office Department Ⅰ前厅部Ⅰ
Part Ⅰ Listening Practice听力练习
The Functions of Front Office Department
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Walk-in Guest
Dialogue 2 A Guest with Reservation
Part Ⅲ Practice Training实操训练
A．Memo Writing
B．Practice： Write a Memo
Part Ⅳ Knowledge Link知识链接
Hotels Expand Mobile Check-in Options

Unit 4 Front Office Department Ⅱ前厅部Ⅱ
Part Ⅰ Listening Practice听力练习
Concierge Service
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Concierge Service——Sightseeing Advice
Dialogue 2 Concierge Service——Getting Concert Tickets
Dialogue 3 Bell Service
Dialogue 4 Ordering aTaxi
Part Ⅲ Practice Training实操训练
A．Bell Service SOP
B．Practice： Bell Service Conversation
Part Ⅳ Knowledge Link知识链接
Using Your Smartphone as Your Hotel Room Key

Unit 5 Front Office DepartmentⅢ前厅部Ⅲ
Part Ⅰ Listening Practice听力练习
Financial Control at the Hotel
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Book a Taxi
Dialogue 2 Store the Luggage
Dialogue 3 Cancel the Reservation
Dialogue 4 Check Out and Get to the Airport
Part Ⅲ Practice Training实操训练
A．Internal Email Writing
B．Practice： A Work Email
Part Ⅳ Knowledge Link知识链接
How Electronic Payment Works

Unit 6 Housekeeping Department Ⅰ客房部Ⅰ
Part Ⅰ Listening Practice听力练习
Housekeeping DepartmentS Role
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Room Cleaning Service
Dialogue 2 Turn-down Service
Dialogue 3 Laundry Service 1
Dialogue 4 Laundry Service 2
Part Ⅲ Practice Training实操训练
A．Turn-down Service
B．Translation
Part Ⅳ Knowledge Link知识链接
Boutique Hotel

Unit 7 Housekeeping Department II客房部II
Part Ⅰ Listening Practice听力练习
Housekeeping Services
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Mini-bar Refill
Dialogue 2 Wi-Fi Access
Dialogue 3 LosndFund
Dialogue 4 Open the Room Door
Part Ⅲ Practice Training实操训练
A．Customer Email Writing
B．Practice： Costumer Email
Part Ⅳ Knowledge Link知识链接
Green Hotel Practice

Unit 8 Housekeeping Department Ⅲ客房部Ⅲ
Part Ⅰ Listening Practice听力练习
Housekeeping Department StaffDuties
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Medica Eerency
Dialogue 2 Complaint About Laundry Service
Dialogue 3 Wake-up Call
Dialogue 4 Send-off Guest
Part Ⅲ Practice Training实操训练
A．Hotel Performance Indexes
B．Translation
Part Ⅳ Knowledge Link知识链接
Budget Hotel

Unit 9 Food & Beverage Department Ⅰ餐饮部Ⅰ
Part Ⅰ Listening Practice听力练习
Subdivisions in Food & Beverage Department
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Restaurant Reservation Call
Dialogue 2 Room Service
Dialogue 3 Hotel Lounge
Part Ⅲ Practice Training实操训练
A．Meeting Minutes Writing
B．Practice： Meeting Minutes
Part Ⅳ Knowledge Link知识链接
Afternoon Tea at Peninsula Hotel Hong Kong

Unit 10 Food & Beverage Department Ⅱ餐饮部Ⅱ
Part Ⅰ Listening Practice听力练习
Wines
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Taking an Order
Dialogue 2 In a Bar
Dialogue 3 Corkage Fees
Dialogue 4 Ordering Westem Food
Part Ⅲ Practice Training实操训练
A．Translation
B．Practice： Ordering Beer Conversation
Part Ⅳ Knowledge Link知识链接
Michelin Guide

Unit 11 Food & Beverage DepartmentⅢ餐饮部Ⅲ
Part Ⅰ Listening Practice听力练习
Chinese Cuisines
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Ordering Chinese Food
Dialogue 2 Ordering Chinese Dessert
Dialogue 3 Paying the Bill
Part Ⅲ Practice Training实操训练
A．Report Writing
B．Practice： A Report
Part Ⅳ Knowledge Link知识链接
Differences between Chinese and Western Dining

Unit 12 Recreation Department康乐部
Part Ⅰ Listening Practice听力练习
Facilities in the Recreation Department
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Asking About the Gym Faculties
Dialogue 2 Thai Massage an Aoatherapy
Dialogue 3 Tips of Spa Service
Part Ⅲ Practice Training实操训练
A．Translation
B．Practice： Spa Service Conversation
Part Ⅳ Knowledge Link知识链接
Luxury ResorsndHtels

Unit 13 Event Department会展部
Part Ⅰ Listening Practice听力练习
Event Department Job Summary
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Conference Venue Reservation
Dialogue 2 Site Inscio
Part Ⅲ Practice Training实练A．How to Reply a Thank-you Note or Positive Reviews
B．Practice： Reply a Thank-you Note and Online Positive Reviews
Part Ⅳ Knowledge Link知识链接
MICE Economy

Unit 14 Sales and Marketing Department销售部
Part Ⅰ Listening Practice听力练习
Hotel Sales and Marketing Department
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Sales Visit
Dialogue 2 Benefits of Digital Marketing
Part Ⅲ Practice Training实操训练
A．Transiation
B．Job Description
Part Ⅳ Knowledge Link知识链接
Digital Marketing

Unit 15 Hotel Recruitment饭店招聘
Part Ⅰ Listening Practice听力练习
Hotel Job Hunting Skills
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 A Job Interview 1
Dialogue 2 A Job Interview 2
Part Ⅲ Practice Training实操训练
A．Resume Writing
B．Practice： Resume
Part Ⅳ Knowledge Link知识链接
How Employee EngagemenLedst Customer Loyalty（excerpts）

Unit 16 Hotel Complaints Settling an Pbc Crisis Handling
饭店投诉解决与公共危机处理
Part Ⅰ Listening Practice听力练习
Hotel Complaints
Part Ⅱ Situational Dialogue场景会话
Dialogue 1 Complaining About the Air Conditioner
Dialogue 2 Settling Complaints-TV doesnt work
Dialogue 3 Problems withthe Room
Dialogue 4 An Earthquake
Part Ⅲ Practice Training实操训练
A．How to Write a Letter ofApology and Handle a Negative Online Review
B．Practice： Complain Letter and Reply
Part Ⅳ Knowledge Link知识链接
How to Manage Your Hotel's Online Reputation
听力原文及参考
参考文献

《饭店英语》共有16个单元，每个单元分为4个部分，分别是听力练习、场景对话、实操训练和知识链接。听力练习根据该单元的主题编写，是该主题的具体展开或者部门的介绍，通过介绍饭店相关知识，以听力材料形式展现，并辅以填空练习，既为学生提供饭店英语听说读写的材料，又能锻炼听力，学习饭店英语术语，拓展词汇量和表达方式。场景对话根据饭店部门实际可能发生的场景设计，对话力求符合英语语言表达习惯，得体、恰当地模拟对话，力图做到场景的真实和实，便于学生理解饭店各部门操作流程，学习实际对话中的关键语句，了解饭店服务的语境模式。实操训练以训练学生实际运用为，为已经了解饭店基础知识的学生拓展提升空间，主要采用实际写作运用的方式，介绍饭店各部门运营和管理过程中可能运用到的应用文及其写作方法，或者有关饭店商务英语的中英翻译。实操训练部分主要针对应用型生。专科学生在选用本教材时，可以根据学生实际水平选用部分内容展开教学。知识链接主要针对旅游业和饭店接待业发展的前景，通过较新的、报纸杂志新闻链接，介绍饭店业发展的典型案例和新趋势，比如饭店的数字化营销、在线声誉维护等，同时为学生提供寻求行业参考资料的渠道。