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Unit 1 An Introduction to Hotel Industry 1

Passages 1

Text A 1

Text B 2

Conversations 4

Conversation 1:Taking a Reservation by Phone 4

Conversation 2:Revising a Reservation 5

Conversation 3:Suggesting Alternative Accommodation 7

Conversation 4:The Guest's Experience:Meeting a Hotel Representative at the Airport 8

Unit 2 Front Office Operation 11

Passages 11

Text A 11

Text B 12

Conversations 14

Conversation 1:Introducing Hotel Services 14

Conversation 2:Welcoming a Guest(1):with a Reservation 15

Conversation 3:Welcoming a Guest(2):without a Reservation 16

Conversation 4:Giving Directions to the Destination 18

Conversation 5:Filling out a Registration Form 19

Conversation 6:Escorting a Guest to a Room 20

Conversation 7:Orienting a Guest to a Room 21

Conversation 8:Extending a Stay 22

Conversation 9:On a Company Account 24

Conversation 10:Checking in a Large Tour Group 25

Unit 3 Hotel Services 27

Passages 27

Text A 27

Text B 28

Conversations 30

Conversation 1:Helping a Guest Ship a Parcel 30

Conversation 2:Parking a Guest's Car 32

Conversation 3:The Hotel Laundry Service 33

Conversation 4:Help a Guest with Tour Package 35

Conversation 5:Housekeeping(1):Dealing with Damage in a Room 37

Conversation 6:Housekeeping(2):Bringing Extra Amenities to the Room 39

Conversation 7:Housekeeping(3):Cleaning a Room 40

Conversation 8:Room Services(1):Taking an Order 42

Conversation 9:Room Services(2):Delivering an Order 44

Conversation 10:Taking Messages for a Guest 45

Conversation 1l:Serving Guests in a Restaurant 47

Conversation 12:The Guest's Experience:Signing for Drinks and Snacks 49

Conversation 13:Using the Business Center 51

Conversation 14:In-room Entertainment 52

Conversation 15:Using a Family Pool 54

Conversation 16:Using the Fitness Center 56

Conversation 17:At the Executive Lounge 58

Unit 4 The Restaurant 60

Passages 60

Text A 60

Text B 61

Conversations 62

Conversation 1:Taking a Restaurant Reservation by Phone 62

Conversation 2:Accommodating Guests Who Have No Reservation 64

Conversation 3:Explaining that No Table is Available 65

Conversation 4:Seating Guests 67

Conversation 5:Taking a Beverage Order and Serving Beverage 68

Conversation 6:Taking a Meal Order 69

Conversation 7:Serving Food 71

Conversation 8:Serving Wine 72

Conversation 9:Taking Dissert and Coffee Orders 74

Conversation 10:Taking Payment at the Table 75

Conversation 11:Taking Payment at a Register(1):a Satisfied Customer 77

Conversation 12:Taking Payment at a Register(2):a Dissatisfied Customer 78

Conversation 13:Taking Payment at a Register(3):a Credit Card Problem 80

Unit 5 Concierge Services 82

Passages 82

Text A 82

Text B 83

Conversations 84

Conversation 1:Explaining the Details of a Hotel Tour 84

Conversation 2:Advising Guests about Nearby Restaurants 86

Conversation 3:Booking the Hotel for Future Conferences 87

Conversation 4:Arranging for a Taxi and Courtesy Car 89

Conversation 5:Directing Guests to Facilities near the Hotel 90

Conversation 6:Handling a Request for Child Care 91

Conversation 7:Lost and Found 93

Unit 6 Dealing with Problems 95

Passages 95

Text A 95

Text B 96

Conversations 98

Conversation 1:Helping a Guest Who is Injured 98

Conversation 2:Reporting a Problem 99

Conversation 3:Dealing with a Noisy Guest 101

Conversation 4:Showing the Way for a Guest 103

Conversation 5:Advising a Guest about Safe Storage 105

Unit 7 Checking Out 107

Passages 107

Text A 107

Text B 108

Conversations 111

Conversation 1:Getting Ready to Leave the Hotel 111

Conversation 2:Checking a Guest Out:a Dispute about the Bill 112

Conversation 3:Exchanging Currency 114

Conversation 4:Storing Luggage after Check-out 116

Conversation 5:Leaving the Hotel 118

附录一 译文 120

附录二 参考答案 157

附录三 饭店礼貌用语 164

附录四 前台员工英语 170

附录五 行李员常用英语 173

附录六 饭店英语100句 175