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Unit 1 饭店概述 1

Part Ⅰ 听力练习 1

Hotel's Definition and Classification 1

Part Ⅱ 场景会话 2

Dialogue 1 An Intern Interview 2

Dialogue 2 ADiscussion on Hotel Internship 3

Part Ⅲ 实操训练 6

A．How to Write a Hotel Job Application Letter 6

B．Practice:Job Application Letter 7

Part Ⅳ 知识链接 7

Sharing Economy and New Accommodation Types:AirBnb and CouchSurfing 7

Unit 2 预订部 10

Part Ⅰ 听力练习 11

The Role of Reservation Department 11

Part Ⅱ 场景会话 12

Dialogue 1 Reservation Call 12

Dialogue 2 Face to Face Reservation 13

Dialogue 3 Group Reservation Call 14

Part Ⅲ 实操训练 17

A．What Is SOP? 17

B．Translation 18

Part Ⅳ 知识链接 19

Overbooking Management and Yield Management 19

Unit 3 前厅部Ⅰ 21

Part Ⅰ 听力练习 22

The Functions of Front Office Department 22

Part Ⅱ 场景会话 23

Dialogue 1 Walk-in Guest 23

Dialogue 2 AGuestwith Reservation 24

Part Ⅲ 实操训练 27

A．Memo Writing 27

B．Practice:Write a Memo 28

Part Ⅳ 知识链接 29

Hotels ExpandMobile Check-in Options 29

Unit 4 前厅部Ⅱ 31

Part Ⅰ 听力练习 32

Concierge Service 32

Part Ⅱ 场景会话 33

Dialogue 1 Concierge Service—Sightseeing Advice 33

Dialogue 2 Concierge Service—Getting Concert Tickets 34

Dialogue 3 Bell Service 35

Dialogue 4 Ordering a Taxi 36

Part Ⅲ 实操训练 37

A．Bell Service SOP 37

B．Practice:Bell Service Conversation 38

PartⅣ 知识链接 39

UsingYour Smartphone asYourHotel RoomKey 39

Unit 5 前厅部Ⅲ 41

Part Ⅰ 听力练习 42

Financial Control at the Hotel 42

Part Ⅱ 场景会话 43

Dialogue 1 Book a Taxi 43

Dialogue 2 Store the Luggage 43

Dialogue 3 Cancel the Reservation 44

Dialogue 4 Check Out and Get to the Airport 45

Part Ⅲ 实操训练 46

A．Internal Email Writing 46

B．Practice:A Work Email 49

Part Ⅳ 知识链接 50

How Electronic Payment Works 50

Unit 6 客房部Ⅰ 52

Part Ⅰ 听力练习 53

Housekeeping Department's Role 53

Part Ⅱ 场景会话 54

Dialogue 1 Room Cleaning Service 54

Dialogue 2 Turn-down Service 55

Dialogue 3 Laundry Service 1 56

Dialogue 4 Laundry Service 2 57

Part Ⅲ 实操训练 57

A．Turn-down Service 57

B．Translation 59

Part Ⅳ 知识链接 60

Boutique Hotel 60

Unit 7 客房部Ⅱ 63

Part Ⅰ 听力练习 64

Housekeeping Services 64

Part Ⅱ 场景会话 65

Dialogue 1 Mini-bar Refill 65

Dialogue 2 Wi-FiAccess 66

Dialogue 3 Lost and Found 67

Dialogue 4 Openthe RoomDoor 67

Part Ⅲ 实操训练 68

A．Customer Email Writing 68

B．Practice:Costumer Email 71

Part Ⅳ 知识链接 71

Green Hotel Practice 71

Unit 8 客房部Ⅲ 74

Part Ⅰ 听力练习 74

Housekeeping Department Staff Duties 74

Part Ⅱ 场景会话 76

Dialogue 1 Medical Emergency 76

Dialogue 2 ComplaintAbout Laundry Service 77

Dialogue 3 Wake-up Call 78

Dialogue 4 Send-off Guest 78

Part Ⅲ 实操训练 79

A．Hotel Performance Indexes 79

B．Translation 80

Par tⅣ 知识链接 80

Budget Hotel 80

Unit 9 餐饮部Ⅰ 83

Part Ⅰ 听力练习 84

Subdivisions in Food＆Beverage Department 84

Part Ⅱ 场景会话 85

Dialogue 1 Restaurant Reservation Call 85

Dialogue 2 Room Service 86

Dialogue 3 Hotel Lounge 88

Part Ⅲ 实操训练 91

A．Meeting Minutes Writing 91

B．Practice:Meeting Minutes 94

Part Ⅳ 知识链接 95

Afternoon Tea at Peninsula Hotel Hong Kong 95

Unit 10 餐饮部Ⅱ 98

Part Ⅰ 听力练习 99

Wines 99

Part Ⅱ 场景会话 100

Dialogue 1 Taking an Order 100

Dialogue 2 In a Bar 101

Dialogue 3 Corkage Fees 102

Dialogue 4 Ordering Western Food 102

Part Ⅲ 实操训练 106

A．Translation 106

B．Practice:Ordering Beer Conversation 106

Part Ⅳ 知识链接 107

Michelin Guide 107

Unit 11 餐饮部Ⅲ 110

Part Ⅰ 听力练习 111

Chinese Cuisines 111

Part Ⅱ 场景会话 112

Dialogue 1 Ordering Chinese Food 112

Dialogue 2 Ordering Chinese Dessert 113

Dialogue 3 Paying the Bill 114

Part Ⅲ 实操训练 120

A．Report Writing 120

B．Practice:A Report 122

Part Ⅳ 知识链接 122

Differences between Chinese and Western Dining 122

Unit 12 康乐部 125

Part Ⅰ 听力练习 125

Facilities in the Recreation Department 125

Part Ⅱ 场景会话 127

Dialogue 1 Asking About the Gym Faculties 127

Dialogue 2 Thai Massage and Aromatherapy 128

Dialogue 3 Tips of Spa Service 129

Part Ⅲ 实操训练 131

A．Translation 131

B．Practice:Spa Service Conversation 131

Part Ⅳ 知识链接 132

Luxury Resorts and Hotels 132

Unit 13 会展部 136

Part Ⅰ 听力练习 137

Event Department Job Summary 137

Part Ⅱ 场景会话 138

Dialogue 1 Conference Venue Reservation 138

Dialogue 2 Site Inspection 140

Part Ⅲ 实操训练 142

A．How to Reply a Thank-you Note or Positive Reviews 142

B．Practice:Reply a Thank-you Note and Online Positive Reviews 145

Part Ⅳ 知识链接 145

MICE Economy 145

Unit 14 销售部 148

Part Ⅰ 听力练习 148

Hotel Sales and Marketing Department 148

Part Ⅱ 场景会话 150

Dialogue 1 Sales Visit 150

Dialogue 2 Benefits of Digital Marketing 151

Part Ⅲ 实操训练 153

A．Translation 153

B．Job Description 153

Part Ⅳ 知识链接 156

Digital Marketing 156

Unit 15 饭店招聘 160

Part Ⅰ 听力练习 161

Hotel Job Hunting Skills 161

Part Ⅱ 场景会话 162

Dialogue 1 AJob Interview 1 162

Dialogue 2 AJob Interview 2 163

Part Ⅲ 实操训练 164

A．Resume Writing 164

B．Practice:Resume 167

Part Ⅳ 知识链接 168

How Employee Engagement Leads to Customer Loyalty （excerpts） 168

Unit 16 饭店投诉解决与公共危机处理 171

Part Ⅰ 听力练习 171

Hotel Complaints 171

Part Ⅱ 场景会话 173

Dialogue 1 Complaining About the Air Conditioner 173

Dialogue 2 Settling Complaints—TV doesn't work 174

Dialogue 3 Problems with the Room 174

Dialogue 4 An Earthquake 175

Part Ⅲ 实操训练 177

A．How to Write a Letter of Apology and Handle a Negative Online Review 177

B．Practice:Complain Letter and Reply 179

Part Ⅳ 知识链接 180

How to Manage Your Hotel's Online Reputation 180

听力原文及参考答案 183

参考文献 216