正版新书]酒店服务与管理实训英语王艳萍,郭丽辉,刘艳9787301316

Section One

Front Office 前厅服务

Topic One Room Reservation客房预订 /2

Introduction/ 2

Working Procedures/ 3

Useful Sentences/ 7

Knowledge Extension/ 8

Section Summary/ 10

Topic Two At the Airport接机服务 /15

Working Procedures/ 16

Dialogues/ 16

Useful Sentences/ 20

Knowledge Extension/ 20

Section Summary/ 22

Topic Three Check-in登记入住 /26

Introduction/ 26

Working Procedures/ 27

Useful Sentences/ 30

Knowledge Extension/ 31

Section Summary/ 34

Topic Four Bell Service行李服务 /38

Introduction/ 38

Working Procedures/ 39

Useful Sentences/ 43

Section Summary/ 45

Practice/ 46

Topic Five Currency Exchange外币兑换 /49

Introduction/ 49

Working Procedures/ 50

Useful Sentences/ 53

Knowledge Extension / 54

Section Summary/ 55

Topic Six Check-out结账离开 /59

Introduction/ 59

Working Procedures/ 60

Useful Sentences/ 64

Section Summary/ 65

Section Two

Housekeeping Service 客房服务

Topic One Room Cleaning Service客房清扫 /69

Introduction/ 69

Working Procedures/ 70

Useful Sentences/ 73

Knowledge Extension/ 74

Section Summary/ 75

Topic Two Laundry Service洗衣服务 /79

Introduction/ 79

Working Procedures/ 79

Dialogues/ 80

Useful Sentences/ 83

Knowledge Extension/ 84

Section Summary/ 86

Topic Three Turn-down Service夜床服务 /89

Introduction/ 89

Working Procedures/ 90

Useful Sentences/ 93

Knowledge Extension/ 94

Section Summary/ 95

Topic Four Wake-up Call Service叫醒服务 /99

Introduction/ 99

Working Procedures/ 100

Useful Sentences/ 104

Knowledge Extension/ 105

Section Summary/ 106

Section Three

F&B Department 餐饮部

Topic One Food and BeverageReservation 餐饮预订 /111

Introduction/ 111

Working Procedures/ 112

Useful Sentences/ 115

Knowledge Extension/ 116

Section Summary/ 118

Topic Two F&B Service in Western Style 西餐席间服务 /122

Introduction/ 122

Working Procedures/ 123

Useful Sentences/ 127

Knowledge Extension/ 128

Section Summary/ 129

Topic Three F&B Service in Chinese Style 中餐席间服务 /134

Introduction/ 134

Working Procedures/ 135

Useful Sentences/ 138

Knowledge Extension/ 139

Section Summary/ 141

Topic Four Bar Service酒吧服务 /144

Introduction/ 144

Working Procedures/ 145

Useful Sentences/ 148

Knowledge Extension/ 149

Section Summary/ 150

Topic Five Settling the Bill Service结账服务 /154

Introduction/ 154

Working Procedures/ 155

Useful Sentences/ 158

Knowledge Extension/ 158

Section Summary/ 159

Section Four

Business Center 商务中心

Topic One Photocopy and Fax Services 复印、传真服务 /164

Introduction/ 164

Working Procedures/ 165

Dialogues/ 165

Useful Sentences/ 168

Knowledge Extension/ 169

Section Summary/ 170

Topic Two Typing and Printing Services 打字、打印服务 /173

Working Procedures/ 173

Dialogues/ 174

Useful Sentences/ 177

Knowledge Extension/ 178

Section Summary/ 179

Practice/ 179

Topic Three Convention Service会议服务 /182

Introduction/ 182

Working Procedures/ 183

Useful Sentences/ 186

Knowledge Extension/ 187

Section Summary/ 189

Section Five

Health and Recreation Center 康乐中心

Topic One Fitness Club Service健身俱乐部服务 /194

Working Procedures/ 195

Useful Sentences/ 197

Knowledge Extension/ 198

Section Summary/ 199

Topic Two Swimming Pool Service游泳馆服务 /203

Introduction/ 203

Working Procedures/ 204

Useful Sentences/ 206

Knowledge Extension/ 207

Section Summary/ 208

Topic Three Night Club Service夜总会服务 /212

Introduction/ 212

Working Procedures/ 212

Dialogues/ 213

Useful Sentences/ 216

Knowledge Extension/ 217

Section Summary/ 218

Topic Four Bath Service洗浴服务 /221

Working Procedures/ 222

Useful Sentences/ 224

Knowledge Extension/ 225

Section Summary/ 226

Practice/ 227

Section Six

Other Hotel Services 其他酒店服务

Topic One Operator Service话务服务 /231

Introduction/ 231

Working Procedures/ 232

Useful Sentences/ 234

Knowledge Extension/ 235

Section Summary/ 236

Topic Two Hotel Shopping Service酒店购物服务 /240

Working Procedures/ 241

Useful Sentences/ 244

Section Summary/ 245

Appendices

Appendix I Additional Material, Resources and References/ 248

Appendix II Contest Problems for Technical Competence/ 249

本书主要针对酒店服务业中的主要服务岗位展开论述，全书共包括 6 个模块，即前厅服务、客
房服务、餐饮部、商务中心、康乐中心、其他酒店服务，每个模块涵盖工作流程介绍、岗位对话、
岗位用语、延展阅读和实操训练 5 个部分。
本书与时俱进，采用“互联网 +”的形式提供了大量教学资源，读者可以通过扫描二维码进行
学习。书后附录为 2017 年全国职业院校技能大赛高职组中餐主题宴会设计赛项（英语口语测试题
库及参考答案），可供学生日常练习参考。
本书既可作为高职高专旅游管理类和酒店管理类专业的教材，也可作为广大酒店管理人员、服
务人员培训和学习参考用书。