Unit 1 Room Reservations (预订客房)
1-1 A Long Distance Call Reservation (长途电话预订)
1-2 A Group Reservation (团体预订)
1 3 A Facetoface Reservation (门市预订)
Structure Study: will be+doing sth. (将来进行时)
Function Study: Connecting Telephone Calls (电话接线)
Exercises (练习)
Unit 2 At the Reception Desk (在接待处)
2-1 Registration (登记住宿)
2-2 Checking in a Group (团队登记住宿)
2-3 Extending the Stay (续住)
Structure Study: to be going to do sth. (一般将来时)
Function Study: Greetings and Getting Acquainted (招呼与结识)
Exercises (练习)
Unit 3 Concierge （I） (礼宾部Ⅰ)
3-1 See-in Service (接机)
3-2 Introducing Hotel Services (介绍饭店服务)
3-3 About Slow Delivery of Baggage (抱怨行李运送太慢)
Structure Study: Let me ...Please don't ... (祈使句)
How ...! What a ...! (感叹句)
Function Study: Offering Help (提供帮助)
Exercises (练习)
Unit 4 Concierge （II） (礼宾部Ⅱ)
4-1 Introducing Some Scenic Spots (介绍景点)
4-2 Showing the Way (指路)
4-3 Ticketbooking Service (订票服务)
Structure Study: Have you ... yet? (现在完成时)
Function Study: Showing Directions (指路)
Exercises (练习)
Unit 5 The Business Center and the General Switchboard (商务中心和电话总机)
5-1 Fax Service (发传真)
5-2 Express Mail Service (特快专递)
5-3 Telephone Service (电话服务)
Structure Study: to be doing sth. (现在进行时)
Function Study: Expressing “Declination” (表达“谢绝”)
Exercises (练习)
Unit 6 The Cashier (收银)
6-1 Foreign Currency Exchange (兑换外币)
6-2 Checking Guests Account (核查客人账目)
6-3 Checking out (结账离店)
Structure Study: We hope that ... (宾语从句)
Function Study: Bidding Farewell (道别)
Exercises (练习)
Unit 7 Settling Guests' Complaints (处理投诉)
7-1 Changing a Room (换房)
7-2 A Complaint About Something Lost (投诉物品丢失)
7-3 Handling a Complaint About Room Reservation (处理对客房预订的投诉)
Structure Study: He said (that) he...
He told me (that) he ... (间接引语)
Function Study: Answering Complaints (答复投诉)
Exercises (练习)
Consolidation (复习)
Part ⅡThe Housekeeping Department
房务部
(导言)
The Manager's Remarks (经理的话)
Unit 1 Guiding the Guests to Their Rooms (引客进房)
1-1Recognizing the Guests (迎接新客)
1-2About the Room Facilities (介绍房间设施)
1-3About the Hotel Services (介绍服务项目)
Structure Study: more ... than/the most ... (形容词和副词的比较级和最高级)
Function Study: Imparting and Reporting Factual Information (陈述和转述事实)
Exercises (练习)
Unit 2 Chamber Service (客房服务)
2-1 Making up the Room (收拾房间)
2-2 Cleaning the Room (打扫客房)
2-3 The Turndown Service (做晚床)
Structure Study: to have/get sth. done (使役动词)
Function Study: Promising (许诺)
Exercises (练习)
Unit 3 Personalized Services (个性化服务)
3-1 About Room Service (客房用餐服务)
3-2 Solving the Minibar Problem (解决小冰箱的问题)
3-3 About Babysitting Service (托婴服务)
Structure Study: ... or ...? (选择疑问句)
Function Study: Expressing and Responding to Gratitude (表示和回答感谢)
Exercises (练习)
Unit 4 Laundry Service (洗衣服务)
4-1Explaining How to Get the Service (介绍洗衣服务)
4-2Suggesting Express Service (建议快洗服务)
4-3“Honesty Is the Best Policy.” (诚实至上)
Structure Study: be+done (被动语态)
Function Study: Expressing Obligation (责任)
Exercises (练习)
Unit 5 Miscellaneous Services (多项服务)
5-1 Opening the Door with the Duplicate Key (用备用钥匙开门)
5-2 Providing Something Extra on Request (提供额外用品)
5-3 Dealing with Emergency (处理紧急情况)
Structure Study: Its ... for sb. to do sth. (先行词it)
It's ... that (who, whom) ... (强调句型中的it)
Function Study: Sympathizing (同情)
Exercises (练习)
Unit 6 Wakeup Call Service (唤醒服务)
6-1 Explaining Time Differences (解释时差)
6-2 A Morning Call (叫早电话)
6-3 Leaving the Hotel (离店)
Structure Study: You're ..., aren't you? (反意疑问句)
Function Study: Giving Explanation (解释)
Exercises (练习)
Unit 7 The Maintenance Service in the Guest Rooms (客房内各种维修服务)
7-1 Changing the Broken Lamp (调换摔坏的台灯)
7-2 Drought and Flood (旱灾和水灾)
7-3 Repairing the Airconditioner (修理空调)
Structure Study: Adverbial Clause (状语从句)
Function Study: Expressing Agreement and Disagreement (同意及不同意)
Exercises (练习)
Consolidation (复习)
Part Ⅲ Food and Beverage Department
餐饮部
(导言)
The Manager's Remarks (经理的话)
Unit 1 At the Bar (酒吧)
1-1 Shanghai Cocktail (上海鸡尾酒)
1-2 Chinese and Foreign Wines (中外酒类)
1-3 Foreign Wines (洋酒)
Structure Study: ... what to do (带疑问句的不定式结构)
Function Study: Stating Preference (抉择)
Exercises (练习)
Unit 2 Seating the Diners (顾客就座)
2-1 A Reservation Call (预订电话)
2-2 Receiving the Diners (接待顾客)
2-3 A Complaint About the Dining Room (投诉餐厅)
Structure Study: may, might, could, can't, must have done (情态动词)
Function Study: Asking for Repetition (请求重复)
Exercises (练习)
Unit 3 Chinese Cuisine (中餐)
3-1 Taking the Order (接受点菜)
3-2 Chinese Food (中国菜)
3-3 Introducing Chinese Breakfast (介绍中式早餐)
Structure Study: who, whom, whose, which, that,when, where (定语从句)
Function Study: Making Suggestions (建议)
Exercises (练习)
Unit 4 Western Cuisine (西餐)
4-1 Dinner a la Carte (零点服务)
4-2 Wine Orders (点酒)
4-3 Offering Room Service (提供客房用餐服务)
Structure Study: Mood and Subjunctive Mood (语气与虚拟语气)
Function Study: Asking for Opinions (征求意见)
Exercises (练习)
Unit 5 Serving Dishes (上菜)
5-1 Misserving (上错菜)
5-2 Normal Service for a Chinese Banquet (中式宴会的正规服务)
5-3 Serving Dishes at a Small Banquet (小型宴会上菜)
Structure Study: If ... (非真实条件句)
Function Study: Expressing and Responding to Apology (表示和回答道歉)
Exercises (练习)
Unit 6 Birthday Party (生日晚会)
6-1 Going to a Chinese Birthday Party (参加中式生日宴会)
6-2 The Longevity Noodles (长寿面)
6-3 Birthday Cake (生日蛋糕)
Structure Study: What ... is ... (What引导的名词性从句)
Function Study: Expressing Wishes and Congratulations (祝愿和祝贺)
Exercises (练习)
Unit 7 Ways of Paying (付款方式)
7-1 Signing the Bill (签账单)
7-2 Paying with Credit Card (用信用卡付账)
7-3 How to Pay for a Dinner Party of 200 People (200人宴会如何结算)
Structure Study: ving (动名词和现在分词)
Function Study: Expressing Compliments and Responding to Compliments (表示称赞和恭维及其回答)
Exercises (练习)
Consolidation (复习)
Part ⅣvShopping Arcade
商场部
(导言)
The Manager's Remarks (经理的话)
Unit 1 At the Tourist Souvenir Department (在旅游纪念品部)
1-1 Greeting Customers (招呼顾客)
1-2 Recommending a Toy (推荐玩具)
1-3 Testing the Quality (检测质量)
Structure Study: v-ed (过去分词)
Function Study: Recommending (推荐)
Exercises (练习)
Unit 2 At the Textile and Knitwear Department (在纺织织品部)
2-1 Talking About Fashion (谈论时装款式)
2-2 Choosing Colorful Silk Fabrics (挑选彩色丝绸面料)
2-3 “The Great Wall Is Very Close to Me.” (“长城近在咫尺”)
Structure Study: will have done (将来完成时)
Function Study: Making Business Appointments (业务约会)
Exercises (练习)
Unit 3 At the Art and Craft Department (在工艺品部)
3-1 Correcting Errors (纠正错误)
3-2 Holding Oneprice Policy (坚持货无二价方针)
3-3 Cooling off a Persistent Guest (摆脱客人纠缠)
Structure Study: Parenthesis (插入语)
Function Study: Refusal (拒绝)
Exercises (练习)
Unit 4 At the Pharmacy and Foodstuff Counter(在药品和食品柜台)
4-1 Persuading the Customer to Buy (说服客人购买)
4-2 Wrapping the Goods (包装货物)325
4-3 Handling Difficult Situations (应付困难局面)
Structure Study: Ellipsis (省略)
Function Study: Stating Cautions and Prohibitions (告诫和禁止)
Exercises (练习)
Unit 5 At the Chinese Seal Cutting, Paintings and Stationery Counters (在篆刻、绘画和文具柜台)
5-1Making a Symbol of Love (爱的象征)
5-2Bringing up a Better Understanding of Chinese Culture (深入了解中国文化)
5-3Ancient Culture and New Skills (古文化与新技艺)
Structure Study: Inversion (倒装)
Function Study: Expressing Possibility (表达可能性)
Exercises (练习)
Unit 6 At the Cultural and Recreational Articles Department (在文化娱乐部)
6-1 At the Audiovisual Product Counter (在音像制品柜)
6-2 At the Book Counter (在图书柜)
6-3 At the Penjing (Potted Landscape) Counter (在盆景柜)
Structure Study: Absolute Construction (独立结构)
Function Study: Expressing Like and Dislike (喜欢和不喜欢)
Exercises (练习)
Unit 7 At the Cashier's Counter, etc. (在账台,等)
7-1 Buying Expo Mascot (购买世博会吉祥物)
7-2 Talking About Sizes (谈论尺码)
7-3 At the Cashier's Counter (在账台)
Structure Study: Preposition (介词)
Function Study: Hesitating (犹豫)
Exercises (练习)
Consolidation (复习)
Part Ⅴ Hotel Management
饭店管理
(导言)
The General Manager's Remarks (总经理的话)
Unit 1 At the Manager's Office (经理办公室)
1-1 Morning Briefing (早晨例会)
1-2 Arranging for an Exhibition (安排展览会)
1-3 Employee Motivation (调动员工积极性)
Structure Study: Nonfinite Verbs (非谓语动词)
Function Study: Presiding a Meeting (主持会议)
Exercises (练习)
Unit 2 Hosting Guests (招待宾客)
2-1 General Manager's Welcoming Speech (总经理的欢迎辞)
2-2 Congratulating a Guest on Her Birthday (祝贺客人生日)
2-3 PR Manager's Farewell Speech (公关部经理的告别词)
Structure Study: “could” and “would” (情态动词could和would之比较)
Function Study: Representing Someone or a Group (代表个人或团体)
Exercises (练习)
Unit 3 Sales Promotion (推销)
3-1 Making an Appointment (约会)
3-2 Talking About Hotel Reservations (洽谈饭店预订事宜)
3-3 Negotiating on Terms (谈判条款)
Structure Study: “have to” and “must” (情态动词have to和must之比较)
Function Study: Negotiating (谈判)
Exercises (练习)
Unit 4 Public Relations (公共关系)
4-1 Arranging for a Convention (安排会议)
4-2 Offering Special Services (提供特别服务)
4-3 Soliciting Comments and Suggestions (收集意见和建议)
Structure Study: Compound and Complex Sentences (并列句和复合句)
Function Study: Introducing People (社交介绍)
Exercises (练习)
Unit 5 Settling Complaints (解决投诉)
5-1 Dealing with a Difficult Guest (与执拗的客人打交道)
5-2 Handling a Complaint About Restaurant Service (处理对餐厅服务的投诉)
5-3 Settling Catering Dispute on Bills (解决账单争端)
Structure Study: Have sb. do sth. (让某人做某事)
Function Study: Giving Explanations in Settling Complaints (解决投诉时应作解释)
Exercises (练习)
Unit 6 Dealing with Special Problems (应付特殊问题)
6-1 Claiming for Damage and Loss (索赔)
6-2 Discovering a Forged Bank Note (发现伪钞)
6-3 Dealing Assertively with Angry Guests (积极应付生气的客人)
Structure Study: Subordinate Clauses (从句小结)
Function Study: Politely Negating (委婉的否定)
Exercises (练习)
Unit 7 Staff Recruitment and Orientation (人员招聘与迎新培训)
7-1 Interview (面试)
7-2 Security (安全保卫)
7-3 Orientation (迎新培训)
Structure Study: Definite Article “the” (定冠词the)
Function Study: Politely Asking for Information or Consent (有礼貌地询问情况或征得同意)
Exercises (练习)
Consolidation (复习)
Appendix I Elementary English for Hotel Staff and Management (饭店员工、干部基础
英语100句)
1. Courtesy English (通用礼貌英语)
2. For Hotel Staff (饭店员工用)
3. For Hotel Management (饭店干部用)
4. For Hotel Shops (商场员工用)
Appendix II Useful Words and Expressions for Hotel Services (饭店服务常用词语)
1. At the Beauty Center (在美容中心)
2. At the Fitness Center (在健身中心)
3. Common Abbreviations for Hotel Business Terminology (饭店业通用缩略语)
Appendix III Menus of Chinese and Western Cuisines(中西菜谱举例)
1. Guangdong Cuisine (粤菜)
2. Sichuan Cuisine (川菜)
3. French Cuisine (法国菜式)
4. Japanese Cuisine (日本菜式)
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