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全国高职高专专业英语规划教材酒店英语(第2版)/张丽君 版权信息
- ISBN:9787302460275
- 条形码:9787302460275 ; 978-7-302-46027-5
- 装帧:一般胶版纸
- 册数:暂无
- 重量:暂无
- 所属分类:>
全国高职高专专业英语规划教材酒店英语(第2版)/张丽君 本书特色
·教育部高等学校高职高专餐旅管理与服务类专业教学指导委员会优秀教材! ·英语专业学生、酒店服务人员必学的英语口语书! ·地道酒店英语脱口说,从容应对酒店行业不同场景中的英语对话! ·一线教师精心编写,知名专家审订! ·全面提升跨文化交际能力,做求职与职场上的抢手人才!
全国高职高专专业英语规划教材酒店英语(第2版)/张丽君 内容简介
《酒店英语(第2版)》基于酒店的各种工作情境进行构思、设计和编写,着重从提高酒店从业人员的英语交际能力出发,同时兼顾酒店理论知识的提升。《酒店英语(第2版)》在内容上涉猎广泛,专业性和实用性强。从酒店概述到酒店工作过程,主题包括客房预订、应接服务、入住登记、礼宾服务、客房服务、订餐、引位、点菜、上菜、送餐、解决投诉、餐饮结账、娱乐休闲服务、商务服务、退房等。以场景主题描述为主,使学生能够与客人进行情景模拟交流。在《酒店英语(第2版)》的编写过程中,作者广泛听取各类星级酒店员工的建议和意见,它可作为高等职业院校、高等专科院校、成.人高等院校、本科院校酒店管理专业、旅游管理专业教材,也可作为酒店、餐饮业员工的培训用书。
全国高职高专专业英语规划教材酒店英语(第2版)/张丽君 目录
CHAPTER I
AN OVERVIEW OF HOSPITALITY INDUSTRY
CHAPTER II
FRONT OFFICE AND ITS SECTIONS
Lesson 1 An Introduction to the Front Office
Lesson 2 Room Reservations
Lesson 3 Bell Service
Lesson 4 Concierge Service
Lesson 5 Check in
Lesson 6 Telephone Service
Lesson 7 Business Center
Lesson 8 Cashier’s Service
CHAPTER III
The Housekeeping Department and Its Sections
Lesson 1 An Introduction to the Housekeeping Department
Lesson 2 Regular Services
Lesson 3 Laundry Service
Lesson 4 Personalized Housekeeping Service
Lesson 5 Dealing with Emergencies
CHAPTER IV
FOOD AND BEVERAGE DEPARTMENT
Lesson 1 About the Food & Beverage
Lesson 2 Taking Restaurant Reservations
Lesson 3 Hosting
Lesson 4 Taking Orders
Lesson 5 Serving Dishes
Lesson 6 Bar Service
Lesson 7 Room Service
Lesson 8 Paying the Bill
CHAPTER V
HEALTH AND THE RECREATION CLUB
Lesson 1 About the Health & the Recreation Club
Lesson 2 Beauty Salon
Lesson 3 Gym
Lesson 4 Sauna Bath and Spa
Lesson 5 Swimming, Golf and Karaoke
CHAPTER VI
OTHER SERVICES IN THE HOTEL
Lesson 1 Dealing With Complaints
Lesson 2 Shopping
全国高职高专专业英语规划教材酒店英语(第2版)/张丽君 节选
CHAPTER Ⅱ FRONT OFFICE AND ITS SECTIONS Lesson 1 An Introduction to the Front Office Preamble The basic business of a hotel is to sell rooms. The front office is the department which is responsible for the thorough systematic methods of reservation, registration and assigning of rooms. The front office is the first and last point of contact with every guest and thus it plays a vital role in the hotel image building. Front office is the first department that we will be studying about a hotel in the lesson. At the end of this lesson, you should be able to: ? Memorize the specialized terms and expressions ? List the function areas of the front desk/front office ? State the importance of the front office ? Tell the function of the front office Lead-in Activity Pre-speaking:Look at the pictures below. Where is the hotel front office usually located? What services can you find at a hotel front office? What qualities does a receptionist need? Would you like to be a receptionist? Compare your answers with your partner’s. Professional Knowledge 1. Front office functions The front office is usually located close to the main entrance of the hotel. The front office of a hotel is not only its “ shop window ”, but also its “ nerve center ”. ? It is a liaison between the guest and the hotel. ? It is the focus of guest requests for information and service as well as the profit center of room sales. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the frontoffice staff. The front office functions can be divided into nine general areas: ? Reservation ? Reception ? Operators ? Bell service ? Mail and information ? Concierge ? Health and recreation center ? Business center ? Cashiers and night auditors 2. Receptionist duties Hotel receptionists are responsible for making guests feel welcome, dealing with room bookings and cancellations, and handling general requests made by guests during their stay. As a hotel receptionist, your main duties would include the following: ? Dealing with reservations and cancellations by phone, e-mail, letter, fax or face-toface ? Checking guests into the hotel, allocating rooms and handing out keys ? Checking guests out of the hotel, preparing bills and taking payments ? Handling foreign exchange ? Taking and passing on messages to guests ? Dealing with special requests from guests, such as booking theatre tickets, or storing valuables ? Answering questions about facilities in the hotel and the surrounding area ? Dealing with complaints or problems In large hotels, you would use a computerized system to make reservations and keep room bookings and availability details up-to-date. You would work as a part of a team and you may specialize in one specific aspect of this role such as telephone reservations or checkouts. In small hotels, your duties may include a wider range of tasks such as showing guests to their rooms and serving drinks in the bar.
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