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酒店英语听说强化教程（第4版）

1.1

第4版前言
1.2

目录
1.3

Part Ⅰ　Front Office Department 前厅篇
1.3.1

Unit One　Room Reservation 客房预订
1.3.1.1

Lesson1　Types of Hotel Accommodations 客房种类
1.3.1.2

Lesson2　An FIT Reservation 散客预订
1.3.1.3

Lesson3　A Group Reservation 团体预订
1.3.1.4

Lesson4　Room Overbooking 客房超额预订
1.3.1.5

Lesson5　Revising the Reservation 变更预订
1.3.1.6

Lesson6　Deposit Required 预付定金
1.3.2

Unit Two　Hotel Check-in 酒店入住登记
1.3.2.1

Lesson7　Working as a Receptionist 做一名前台接待员
1.3.2.2

Lesson8　Checking in Guests with Reservations 预订客人入...
1.3.2.3

Lesson9　Checking in a Group 团队入住登记
1.3.2.4

Lesson10　Checking in Walk-in Guests 无预订客人入住登记
1.3.2.5

Lesson11　Dealing with Check-in Disputes 处理入住登记纠纷
1.3.2.6

Lesson12　A Suite 套房
1.3.3

Unit Three　Concierge Service 礼宾服务
1.3.3.1

Lesson13　Hotel Facilities 酒店设施
1.3.3.2

Lesson14　Bellboy Service 行李生服务
1.3.3.3

Lesson15　Running Errands for Guests 为客人办事
1.3.3.4

Lesson16　Introducing Hotel Facilities 介绍酒店设施
1.3.3.5

Lesson17　Hiring a Taxi 租车服务
1.3.3.6

Lesson18　Tour Plans 旅行计划
1.3.4

Unit Four Guest Service Center 宾客服务中心
1.3.4.1

Lesson19　Working as a Telephone Operator 做一名电话接线员
1.3.4.2

Lesson20　Making DND 设置“请勿打扰”服务
1.3.4.3

Lesson21　Making a Long-distance Call 拨打长途电话
1.3.4.4

Lesson22　Making an In-house Phone Call 拨打内部电话
1.3.4.5

Lesson23　A Morning Wake-up Call 叫醒服务
1.3.4.6

Lesson24　A Package 快件
1.3.5

Unit Five　Handling Guest Complaints 处理宾客投诉
1.3.5.1

Lesson25　How to Deal with Complaints 如何处理投诉
1.3.5.2

Lesson26　Relocating Guests 换房间
1.3.5.3

Lesson27　Complaints about Food and Service 对食品及服务的...
1.3.5.4

Lesson28　Handling Complaints about Laundry 处理洗衣服务的...
1.3.5.5

Lesson29　Missing Valuables 贵重物品遗失
1.3.5.6

Lesson30　Restaurant Complaints 餐厅投诉
1.3.6

Unit Six　Checking Out 结账离店
1.3.6.1

Lesson31　Working as a Cashier 做一名收银员
1.3.6.2

Lesson32　Paying Hotel Bill in Cash 现金付账
1.3.6.3

Lesson33　Paying Hotel Bill by Credit Card 信用卡付账
1.3.6.4

Lesson34　Paying Hotel Bill with Traveler’s Checks ...
1.3.6.5

Lesson35　Mistakes on the Hotel Bill 账单错误
1.3.6.6

Lesson36　Checking Out 离店结账
1.4

Part Ⅱ　Housekeeping Department 客房篇
1.4.1

Unit Seven　Room Cleaning 客房清扫
1.4.1.1

Lesson37　The Hotel Guest Room 酒店客房
1.4.1.2

Lesson38　Postponing Room Cleaning 推迟客房打扫服务
1.4.1.3

Lesson39　Helping Guests with Special Requests 帮助有特...
1.4.1.4

Lesson40　Turn-down Service 开夜床服务
1.4.1.5

Lesson41　An Improperly Cleaned Room 未被打扫干净的房间
1.4.1.6

Lesson42　Room-Cleaning Service 客房清洁服务
1.4.2

Unit Eight　Laundry Service 洗衣服务
1.4.2.1

Lesson43　The Laundry List 洗衣单
1.4.2.2

Lesson44　Regular Laundry Service 常规洗衣服务
1.4.2.3

Lesson45　The Express Laundry Service 快洗服务
1.4.2.4

Lesson46　Misdirected Laundry 衣物分送错误
1.4.2.5

Lesson47　Laundry Damage 送洗衣物受损
1.4.2.6

Lesson48　Mending Service 织补服务
1.4.3

Unit Nine　Guests’Requests 客人的需求
1.4.3.1

Lesson49　Being Friendly and Helpful 友爱助人
1.4.3.2

Lesson50　Obtaining Items 借用物品
1.4.3.3

Lesson51　Internet 因特网
1.4.3.4

Lesson52　Meeting Requirements 满足客人需求
1.4.3.5

Lesson53　Dealing with Emergencies 处理突发事件
1.4.3.6

Lesson54　Helping Guests 帮助客人
1.4.4

Unit Ten　Repair and Maintenance Service 维修服务
1.4.4.1

Lesson55　How May I Help You?我能帮您吗？
1.4.4.2

Lesson56　The Toilet Won’t Work 抽水马桶有问题
1.4.4.3

Lesson57　A Problem with the Air-conditioner 处理空调问题
1.4.4.4

Lesson58　The Bathroom Floor Is Flooded 卫生间地面严重积水
1.4.4.5

Lesson59　We Are Very Sorry 我们深表歉意
1.4.4.6

Lesson60　A Guest with a Laptop 携带笔记本电脑的客人
1.5

Part Ⅲ　Food &amp; Beverage Department 餐...
1.5.1

Unit Eleven　Restaurant Reservation &amp...
1.5.1.1

Lesson61　Greeting Guests 迎宾
1.5.1.2

Lesson62　Booking a Private Room 预订包房
1.5.1.3

Lesson63　Banquet Reservation 宴会预订
1.5.1.4

Lesson64　Seating Guests 迎宾入座
1.5.1.5

Lesson65　Our Restaurant Is Full 餐位已满
1.5.1.6

Lesson66　Booking a Family Dinner 预订家宴
1.5.2

Unit Twelve　At the Chinese Restaurant 在中餐厅
1.5.2.1

Lesson67　Chinese Cuisine 中国菜系
1.5.2.2

Lesson68　Taking Orders 点菜
1.5.2.3

Lesson69　Sichuan Cuisine 川菜
1.5.2.4

Lesson70　Misdirected Service 上错菜
1.5.2.5

Lesson71　Signing the Bill 签单
1.5.2.6

Lesson72　Hot Pot 火锅
1.5.3

Unit Thirteen　At the Western Restaurant 在西餐厅
1.5.3.1

Lesson73　Working in F&amp;B Department ...
1.5.3.2

Lesson74　Buffet Service 自助餐
1.5.3.3

Lesson75　American Breakfast 美式早餐
1.5.3.4

Lesson76　Dinner à la Carte 零点服务
1.5.3.5

Lesson77　One Bill or Separate Bills? 分单还是合单？
1.5.3.6

Lesson78　Eating at a Japanese Restaurant 在日式餐厅就餐
1.5.4

Unit Fourteen　At the Bar 在酒吧
1.5.4.1

Lesson79　What Would You Like to Drink?您想喝点什么？
1.5.4.2

Lesson80　A Glass of Fresh Orange Juice 一杯鲜橙汁
1.5.4.3

Lesson81　A Cup of Cappuccino 卡布奇诺咖啡
1.5.4.4

Lesson82　Recommending Drinks 推荐酒水
1.5.4.5

Lesson83　Trying Local Beer 品尝当地啤酒
1.5.4.6

Lesson84　Happy Hour 欢乐时光
1.5.5

Unit Fifteen　Room Service 客房送餐服务
1.5.5.1

Lesson85　Room Service 客房送餐服务
1.5.5.2

Lesson86　Ordering Breakfast by Phone 电话点餐
1.5.5.3

Lesson87　A Fruit Platter 水果盘
1.5.5.4

Lesson88　Room Service Delay 送餐服务延迟
1.5.5.5

Lesson89　A Birthday Party 生日聚会
1.5.5.6

Lesson90　No Room Service 无送餐服务
1.6

Part Ⅳ　Miscellaneous Departments 其他部门篇
1.6.1

Unit Sixteen　Business and Entertainment Services 商...
1.6.1.1

Lesson91　At the Fitness Center 在健身俱乐部
1.6.1.2

Lesson92　At the Swimming Pool 在游泳池
1.6.1.3

Lesson93　At the Hotel Shop 在酒店商场
1.6.1.4

Lesson94　At the Business Center 在商务中心
1.6.1.5

Lesson95　Convention Service 会议服务
1.6.1.6

Lesson96　At the Gym 在健身房
1.7

Appendix 附　录
1.7.1

Exercise Keys 练习答案
1.7.1.1

Front Office Department
1.7.1.2

Housekeeping Department
1.7.1.3

Food &amp; Beverage Department
1.7.1.4

Miscellaneous Departments
1.7.2

Tape Scripts 录音材料
1.7.2.1

Front Office Department
1.7.2.2

Housekeeping Department
1.7.2.3

Food &amp; Beverage Department
1.7.2.4

Miscellaneous Departments

1.3 Part Ⅰ　Front Office Department 前厅篇

Part Ⅰ　Front Office Department 前厅篇

Unit One Room Reservation 客房预订　／2

Unit Two Hotel Check-in 酒店入住登记　／14

Unit Three Concierge Service 礼宾服务　／26

Unit Four Guest Service Center 宾客服务中心　／38

Unit Five Handling Guest Complaints处理宾客投诉　／50

Unit Six Checking Out 结账离店　／62