目　录

第4版前言

Part Ⅰ　Front Office Department 前厅篇

Unit One　Room Reservation 客房预订

Lesson1　Types of Hotel Accommodations 客房种类

Lesson2　An FIT Reservation 散客预订

Lesson3　A Group Reservation 团体预订

Lesson4　Room Overbooking 客房超额预订

Lesson5　Revising the Reservation 变更预订

Lesson6　Deposit Required 预付定金

Unit Two　Hotel Check-in 酒店入住登记

Lesson7　Working as a Receptionist 做一名前台接待员

Lesson8　Checking in Guests with Reservations 预订客人入住登记

Lesson9　Checking in a Group 团队入住登记

Lesson10　Checking in Walk-in Guests 无预订客人入住登记

Lesson11　Dealing with Check-in Disputes 处理入住登记纠纷

Lesson12　A Suite 套房

Unit Three　Concierge Service 礼宾服务

Lesson13　Hotel Facilities 酒店设施

Lesson14　Bellboy Service 行李生服务

Lesson15　Running Errands for Guests 为客人办事

Lesson16　Introducing Hotel Facilities 介绍酒店设施

Lesson17　Hiring a Taxi 租车服务

Lesson18　Tour Plans 旅行计划

Unit Four Guest Service Center 宾客服务中心

Lesson19　Working as a Telephone Operator 做一名电话接线员

Lesson20　Making DND 设置“请勿打扰”服务

Lesson21　Making a Long-distance Call 拨打长途电话

Lesson22　Making an In-house Phone Call 拨打内部电话

Lesson23　A Morning Wake-up Call 叫醒服务

Lesson24　A Package 快件

Unit Five　Handling Guest Complaints 处理宾客投诉

Lesson25　How to Deal with Complaints 如何处理投诉

Lesson26　Relocating Guests 换房间

Lesson27　Complaints about Food and Service 对食品及服务的投诉

Lesson28　Handling Complaints about Laundry 处理洗衣服务的投诉

Lesson29　Missing Valuables 贵重物品遗失

Lesson30　Restaurant Complaints 餐厅投诉

Unit Six　Checking Out 结账离店

Lesson31　Working as a Cashier 做一名收银员

Lesson32　Paying Hotel Bill in Cash 现金付账

Lesson33　Paying Hotel Bill by Credit Card 信用卡付账

Lesson34　Paying Hotel Bill with Traveler’s Checks 旅行支票付账

Lesson35　Mistakes on the Hotel Bill 账单错误

Lesson36　Checking Out 离店结账

Part Ⅱ　Housekeeping Department 客房篇

Unit Seven　Room Cleaning 客房清扫

Lesson37　The Hotel Guest Room 酒店客房

Lesson38　Postponing Room Cleaning 推迟客房打扫服务

Lesson39　Helping Guests with Special Requests 帮助有特殊需求的客人

Lesson40　Turn-down Service 开夜床服务

Lesson41　An Improperly Cleaned Room 未被打扫干净的房间

Lesson42　Room-Cleaning Service 客房清洁服务

Unit Eight　Laundry Service 洗衣服务

Lesson43　The Laundry List 洗衣单

Lesson44　Regular Laundry Service 常规洗衣服务

Lesson45　The Express Laundry Service 快洗服务

Lesson46　Misdirected Laundry 衣物分送错误

Lesson47　Laundry Damage 送洗衣物受损

Lesson48　Mending Service 织补服务

Unit Nine　Guests’Requests 客人的需求

Lesson49　Being Friendly and Helpful 友爱助人

Lesson50　Obtaining Items 借用物品

Lesson51　Internet 因特网

Lesson52　Meeting Requirements 满足客人需求

Lesson53　Dealing with Emergencies 处理突发事件

Lesson54　Helping Guests 帮助客人

Unit Ten　Repair and Maintenance Service 维修服务

Lesson55　How May I Help You?我能帮您吗？

Lesson56　The Toilet Won’t Work 抽水马桶有问题

Lesson57　A Problem with the Air-conditioner 处理空调问题

Lesson58　The Bathroom Floor Is Flooded 卫生间地面严重积水

Lesson59　We Are Very Sorry 我们深表歉意

Lesson60　A Guest with a Laptop 携带笔记本电脑的客人

Part Ⅲ　Food & Beverage Department 餐饮篇

Unit Eleven　Restaurant Reservation & Welcoming Guests 餐饮预订及迎宾

Lesson61　Greeting Guests 迎宾

Lesson62　Booking a Private Room 预订包房

Lesson63　Banquet Reservation 宴会预订

Lesson64　Seating Guests 迎宾入座

Lesson65　Our Restaurant Is Full 餐位已满

Lesson66　Booking a Family Dinner 预订家宴

Unit Twelve　At the Chinese Restaurant 在中餐厅

Lesson67　Chinese Cuisine 中国菜系

Lesson68　Taking Orders 点菜

Lesson69　Sichuan Cuisine 川菜

Lesson70　Misdirected Service 上错菜

Lesson71　Signing the Bill 签单

Lesson72　Hot Pot 火锅

Unit Thirteen　At the Western Restaurant 在西餐厅

Lesson73　Working in F&B Department 在餐饮部工作

Lesson74　Buffet Service 自助餐

Lesson75　American Breakfast 美式早餐

Lesson76　Dinner à la Carte 零点服务

Lesson77　One Bill or Separate Bills? 分单还是合单？

Lesson78　Eating at a Japanese Restaurant 在日式餐厅就餐

Unit Fourteen　At the Bar 在酒吧

Lesson79　What Would You Like to Drink?您想喝点什么？

Lesson80　A Glass of Fresh Orange Juice 一杯鲜橙汁

Lesson81　A Cup of Cappuccino 卡布奇诺咖啡

Lesson82　Recommending Drinks 推荐酒水

Lesson83　Trying Local Beer 品尝当地啤酒

Lesson84　Happy Hour 欢乐时光

Unit Fifteen　Room Service 客房送餐服务

Lesson85　Room Service 客房送餐服务

Lesson86　Ordering Breakfast by Phone 电话点餐

Lesson87　A Fruit Platter 水果盘

Lesson88　Room Service Delay 送餐服务延迟

Lesson89　A Birthday Party 生日聚会

Lesson90　No Room Service 无送餐服务

Part Ⅳ　Miscellaneous Departments 其他部门篇

Unit Sixteen　Business and Entertainment Services 商务及康乐服务

Lesson91　At the Fitness Center 在健身俱乐部

Lesson92　At the Swimming Pool 在游泳池

Lesson93　At the Hotel Shop 在酒店商场

Lesson94　At the Business Center 在商务中心

Lesson95　Convention Service 会议服务

Lesson96　At the Gym 在健身房

Appendix 附　录

Exercise Keys 练习答案

Front Office Department

Housekeeping Department

Food & Beverage Department

Miscellaneous Departments

Tape Scripts 录音材料

Front Office Department

Housekeeping Department

Food & Beverage Department

Miscellaneous Departments