酒店英语

　　世赛是根据酒店对客服务的实际岗位需求而设定的比赛，世赛赛项的具体内容代表着该行业领域 进的水平。根据世赛技术文件所涉及的范围，本教材内容制定为6大板块共29节， 板块为前厅部；第二板块为客房部；第三板块为餐饮部；第四板块为康乐部；第五板块为其他主要职能部门，包含人力资源部、销售部、财务部和工程部；第六板块为酒店文本写作，包括备忘录、各种商务信函、传真等。其中，每一章节都设计了多个教学栏目，方便操作，包含短文阅读、思考讨论、情景对话、知识点补充、重点回顾，实操练习等，涉及酒店前台与后台各个运作部门和岗位的操作流程和服务技巧，以及民族、宗教、旅游文化等。文书的写作在酒店内部日常管理工作中不可低估。其基本格式、技巧和方法都有一定的要求。在提高酒店英语语言能力的同时，实现高质量酒店服务水平，全方面呈现为高素质的文化传播者。

　　霍妍如，海南师范大学旅游学院讲师，主研酒店英语、旅游英语、企业沟通方向，担任海南省酒店行业职业技能竞赛前厅服务（英语）竞赛裁判员、世界技能大赛海南省选拔赛酒店接待（英语）项目裁判员、 届职业技能大赛酒店接待项目（英语）第三方评价裁判员等，荣获海南师范大学“教学 ”“课堂教学效果 奖”等称号，多次指导学生在全国性的竞赛中斩获佳绩并获 指导教师称号，公开发表核心期刊论文10余篇。

Contents
Section Ⅰ　Front Office
Chapter 1　Room Reservation
1.1 Warm？up Reading ／2
1.2 Situational Dialogues ／4
1.3 Knowledge Supplements ／7
1.4 Review Questions ／8
1.5 Practice ／10
1.6 Research and Discussion ／10
Chapter 2　Check？in
2.1 Warm？up Reading ／11
2.2 Situational Dialogues ／13
2.3 Knowledge Supplements ／17
2.4 Review Questions ／19
2.5 Practice ／21
2.6 Research and Discussion ／21
Chapter 3　Bell Service
3.1 Warm？up Reading ／22
3.2 Situational Dialogues ／24
3.3 Knowledge Supplements ／28
3.4 Review Questions ／28
3.5 Practice ／30
Chapter 4　Concierge
4.1 Warm？up Reading ／31
4.2 Situational Dialogues ／33
4.3 Knowledge Supplements ／36
4.4 Review Questions ／38
4.5 Practice ／40
Chapter 5　Telephone Service
5.1 Warm？up Reading ／41
5.2 Situational Dialogues ／43
5.3 Knowledge Supplements ／46
5.4 Review Questions ／47
5.5 Practice ／48
Chapter 6　 Other Guest Services
6.1 Warm？up Reading ／50
6.2 Situational Dialogues ／52
6.3 Knowledge Supplements ／55
6.4 Review Questions ／55
6.5 Practice ／57
Chapter 7　Check？out
7.1 Warm？up Reading ／58
7.2 Situational Dialogues ／60
7.3 Knowledge Supplements ／64
7.4 Review Questions ／66
7.5 Practice ／67
Section Ⅱ　Housekeeping Department
Chapter 8　Chamber Service
8.1 Warm？up Reading ／70
8.2 Situational Dialogues ／72
8.3 Knowledge Supplements ／74
8.4 Review Questions ／75
8.5 Practice ／77
8.6 Research and Discussion ／77
Chapter 9　Laundry Service
9.1 Warm？up Reading ／78
9.2 Situational Dialogues ／80
9.3 Knowledge Supplements ／83
9.4 Review Questions ／83
9.5 Practice ／85
Chapter 10　Handling Complaints
10.1 Warm？up Reading ／86
10.2 Situational Dialogues ／88
10.3 Knowledge Supplements ／91
10.4 Review Questions ／91
10.5 Practice ／93
Chapter 11　Safety and Emergency
11.1 Warm？up Reading ／94
11.2 Situational Dialogues ／97
11.3 Knowledge Supplements ／100
11.4 Review Questions ／101
11.5 Practice ／103
11.6 Research and Discussion ／103
Chapter 12　Other Housekeeping Services
12.1 Warm？up Reading ／105
12.2 Situational Dialogues ／107
12.3 Knowledge Supplements ／110
12.4 Review Questions ／111
12.5 Practice ／113
12.6 Research and Discussion ／113
Section Ⅲ　Food and Beverage Department
Chapter 13　Restaurant Reservation
13.1 Warm？up Reading ／116
13.2 Situational Dialogues ／118
13.3 Knowledge Supplements ／120
13.4 Review Questions ／121
13.5 Practice ／122
Chapter 14　Taking an Order
14.1 Warm？up Reading ／124
14.2 Situational Dialogues ／126
14.3 Knowledge Supplements ／128
14.4 Review Questions ／134
14.5 Practice ／136
Chapter 15　Room Service
15.1 Warm？up Reading ／137
15.2 Situational Dialogues ／139
15.3 Knowledge Supplements ／141
15.4 Review Questions ／143
15.5 Practice ／144
Chapter 16　Bar
16.1 Warm？up Reading ／145
16.2 Situational Dialogues ／147
16.3 Knowledge Supplements ／149
16.4 Review Questions ／154
16.5 Practice ／155
Chapter 17　Banquet and Meeting
17.1 Warm？up Reading ／156
17.2 Situational Dialogues ／158
17.3 Knowledge Supplements ／160
17.4 Review Questions ／162
17.5 Practice ／163
Chapter 18　Paying the Bill
18.1 Warm？up Reading ／164
18.2 Situational Dialogues ／166
18.3 Knowledge Supplements ／168
18.4 Review Questions ／169
18.5 Practice ／170
Section Ⅳ　Recreation and Fitness Center
Chapter 19　Fitness Center
19.1 Warm？up Reading ／172
19.2 Situational Dialogues ／174
19.3 Knowledge Supplements ／178
19.4 Review Questions ／179
19.5 Practice ／180
Chapter 20　Spa Center
20.1 Warm？up Reading ／181
20.2 Situational Dialogues ／184
20.3 Knowledge Supplements ／187
20.4 Academic Reading ／188
20.5 Review Questions ／191
20.6 Practice ／192
Chapter 21　Shopping and Entertainment
21.1 Warm？up Reading ／193
21.2 Situational Dialogues ／195
21.3 Knowledge Supplements ／198
21.4 Review Questions ／199
21.5 Practice ／201
Section Ⅴ　Other Major Departments
Chapter 22　Human Resource Department
22.1 Warm？up Reading ／204
22.2 Situational Dialogues ／206
22.3 Real World Case Study ／209
22.4 Knowledge Supplements ／210
22.5 Review Questions ／211
22.6 Practice ／213
Chapter 23　Sales and Marketing Department
23.1 Warm？up Reading ／214
23.2 Situational Dialogues ／216
23.3 Real World Case Study ／218
23.4 Knowledge Supplements ／220
23.5 Review Questions ／220
23.6 Practice ／222
Chapter 24　Accounting Department
24.1 Warm？up Reading ／223
24.2 Real World Case Study ／226
24.3 Knowledge Supplements ／226
24.4 Review Questions ／229
24.5 Practice ／231
Chapter 25　Maintenance Department
25.1 Warm？up Reading ／232
25.2 Situational Dialogues ／234
25.3 Real World Case Study ／236
25.4 Review Questions ／238
25.5 Practice ／239
Section Ⅵ　Practical Writing
Chapter 26　Quick Messages
26.1 Preview ／242
26.2 Types of Quick Messages ／243
26.3 Models ／245
26.4 Practice ／248
Chapter 27　Business Correspondence
27.1 Preview ／249
27.2 Parts of a Business Letter ／250
27.3 Models ／253
27.4 Practice ／260
Chapter 28　Fax Messages
28.1 Preview ／261
28.2 Format of Fax Messages ／261
28.3 Model ／263
28.4 Useful Expressions ／264
28.5 Practice ／264
Chapter 29　E？mails
29.1 Preview ／265
29.2 Format of E？mails ／266
29.3 Model ／266
29.4 Practice ／267
Appendix ／269
Reference ／270