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Part 1 ： English for Hospitality 1

Workshop One English for Front Office 2

Lesson 1 Room Reservation 2

Lesson 2 Excuse Me， Did You Say a Single Room？ 3

Lesson 3 The Bellman （Ⅰ） 5

Lesson 4 Calling a Taxi for the Guest 6

Lesson 5 The Bellman （Ⅱ） 7

Lesson 6 The Bellman （Ⅲ） 8

Lesson 7 Checking in （1） 9

Lesson 8 How Will You Be Paying？ 10

Lesson 9 Checking in （Ⅱ） 11

Lesson 10 Checking in a Tour Group 12

Lesson 11 Checking out 13

Lesson 12 How Would You Like to Pay？ 15

Lesson 13 Foreign Currency Exchange 17

Lesson 14 I'd Like to Change& 18

Lesson 15 The General Switch Board 20

Lesson 16 Operator 21

Lesson 17 Business Center 22

Lesson 18 How to Serve the Guests in the Business Center？ 23

Lesson 19 Dealing with Complaints 25

Lesson 20 How to Handle Complaints 26

Workshop Two English for Housekeeping Department 28

Lesson 1 Housekeeping Supplies （Ⅰ） 28

Lesson 2 Things on the Desk 29

Lesson 3 Housekeeping Supplies （Ⅱ） 31

Lesson 4 Things in the Bathroom 32

Lesson 5 Housekeeping Supplies （Ⅲ） 33

Lesson 6 Things in the Wardrobe 34

Lesson 7 Different Rooms 35

Lesson 8 Room Category 36

Lesson 9 Things in the Guest Room 38

Lesson 10 A Guest Room 40

Workshop Three English for Food and Beverage Department 41

Lesson 1 A Reservation for a Table 41

Lesson 2 A Reservation at the Sheraton Hotel 42

Lesson 3 How About the Central Table？ 44

Lesson 4 A Table Too Close to the Toilet 45

Lesson 5 Ordering Steak 47

Lesson 6 Ordering Breakfast 48

Lesson 7 All the Dishes Are Delicious 50

Lesson 8 How Is Your Meal？ 51

Lesson 9 There Is Something Wrong with My Food 53

Lesson 10 The Fish Is Not Fresh 54

Lesson 11 Do I Pay You or the Cashier？ 56

Lesson 12 Please Bring Us the Bill 57

Part 2： English for Air Service 59

Lesson 1 What Does He ／She Do （Ⅰ）？ 60

Lesson 2 What Does He ／She Do （Ⅱ）？ 61

Lesson 3 What Can I Do for You？ （Ⅰ） 62

Lesson 4 What Can I Do for You （Ⅱ）？ 63

Lesson 5 What's Your Seat Number？ （Ⅰ） 64

Lesson 6 What's Your Seat Number？ （Ⅱ） 65

Lesson 7 Whose Bag Is It？ （Ⅰ） 66

Lesson 8 Whose Bag Is It？ （Ⅱ） 67

Lesson 9 When Does the Plane Take off？ （Ⅰ） 68

Lesson 10 When Does the Plane Take off？ （Ⅱ） 69

Lesson 11 Would You Please&（Ⅰ） 70

Lesson 12 Would You Please&（Ⅱ） 71

Lesson 13 What Would You Like？ （Ⅰ） 72

Lesson 14 What Would You Like？ （Ⅱ） 73

Lesson 15 Are You Ready to Order？ （Ⅰ） 74

Lesson 16 Are You Ready to Order？ （Ⅱ） 75

Lesson 17 What's the Matter？ （Ⅰ） 76

Lesson 18 What's the Matter？ （Ⅱ） 77

Lesson 19 I'm Sorry to Hear That （Ⅰ） 78

Lesson 20 I'm Sorry to Hear That （Ⅱ） 79

Part 3： English for Travel and Tourism Service 81

Lesson 1 Have You Ever Been to&（Ⅰ） 82

Lesson 2 Have You Ever Been to&（Ⅱ） 83

Lesson 3 Talking About Holidays （Ⅰ） 85

Lesson 4 Talking About Holidays （Ⅱ） 86

Lesson 5 At the Airport 88

Lesson 6 What the Time Is It？ 89

Lesson 7 Airport Facilities 91

Lesson 8 Excuse Me， Where Is the Check-in Counter？ 93

Lesson 9 What's the Purpose of Your Visit？ 95

Lesson 10 May I See Your Passport Please？ 96

Lesson 11 Booking Hotel （Ⅰ） 97

Lesson 12 Booking Hotel （Ⅱ） 99

Lesson 13 Tourist Information 100

Lesson 14 Where Is the& 101

Lesson 15 Shopping at Duty-free Shop （Ⅰ） 102

Lesson 16 Shopping at Duty-free Shop （Ⅱ） 103

Lesson 17 Meeting at the Airport （Ⅰ） 104

Lesson 18 Meeting at the Airport （Ⅱ） 105

Lesson 19 On the Way from the Airport to the Hotel （Ⅰ） 106

Lesson 20 On the Way from the Airport to the Hotel （Ⅱ） 107

Part 4： English for MICE Service 109

Lesson 1 The Classification of Meeting 110

Lesson 2 Preparing for a Meeting 114

Lesson 3 Planning for the Meeting 116

Lesson 4 A Great Meeting City 119

Lesson 5 Meeting Propaganda 122

Lesson 6 Meeting Equipment 125

Lesson 7 Meeting Etiquette 128

Lesson 8 Food and Beverage at Meeting 131

Lesson 9 Safety and Security Service 133

Lesson 10 Service After Meeting 135

参考答案 138