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  • 酒店英语(附光盘1张)[平装]
  • 共2个商家     30.10元~35.30
  • 作者:胡朝慧(编者)
  • 出版社:北京大学出版社;第1版(2011年5月1日)
  • 出版时间:
  • 版次 :
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  • 包装:
  • ISBN:9787301172131

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    《酒店英语》是全国高职高专规划教材?旅游系列之一。

    目录

    Paer One THE FRONT OFFICE
    Chapter OneBusiness Reservation Service
    Dialogue 1Receiving a Reservation
    Dialogue 2Tour Group Reservation
    Dialogue 3Face to Face the Reservation
    Dialogue 4Revising the Reservation
    Dialogue 5Cancel the Reservation
    Dialogue 6No Empty Rooms

    Chapter Two Reception Desk
    Dialogue 1Registration
    Dialogue 2Receiving the Individual
    Dialogue 3Receiving the Advance Reservation
    Dialogue 4Receiving a Travel Group
    Dialogue 5Extending the Stay

    Chapter Three The Bellman
    Dialogue 1Check in Services
    Dialogue 2Show the Way to Her Room
    Dialogue 3Delivery of Luggage
    Dialogue 4Ordering a Taxi
    Dialogue 5Ticket-Booking Service

    Chapter Four At the Information Desk
    Dialogue 1Showing the Way inside the Hotel
    Dialogue 2Showing the Way outside the Hotel
    Dialogue 3Introduction Some Scenic Spot and Shopping Center
    Dialogue 4About the Traffic

    Chapter Five Telephone Operator
    Dialogue 1An Overseas Call
    Dialogue 2In-house Call Service
    Dialogue 3Leaving a Telephone Message
    Dialogue 4Answering Guest's Inquires

    Chapte Six Settling Guests' Complaints
    Dialogue 1Settling Complaints about Air-conditioner
    Dialogue 2Settling Complaints about Bad Quality of Food
    Dialogue 3Settling Complaints about Slowness in Service

    Chapter Seven The Business Center
    Dialogue 1Recommending Express Service
    Dialogue 2Typing, Photocopying
    Dialogue 3Receiving and Sending Fax

    Chapter Eight The Cashier
    Dialogue 1Foreign Currency Exchange
    Dialogue 2Checking in Cash
    Dialogue 3Checking with Traveler's Check
    Dialogue 4Checking by Credit Card
    Dialogue 5Mis-calculation

    Chapter NineAt the Conference
    Dialogue 1Introduction of Hotel Meeting Facilities
    Dialogue 2Changing the Meeting Services
    Dialogue 3Offering Special Services

    Part TwoTHE HOUSEKEEPING DEPARTMENT
    Chapter TenReceiving Guests
    Dialogue 1Guiding the Guest to Their Rooms
    Dialogue 2Introducing the Room Facilities
    Dialogue 3About Hotel Services

    Chapter ElevenChamber Service
    Dialogue 1Cleaning the Room
    Dialogue 2Changing the Room
    Dialogue 3Adding beds
    Dialogue 4Turn-down Services
    Dialogue 5Claim and Damage

    Chapter TwelveSpecial Service
    Dialogue 1Buying Things on Request
    Dialogue 2Borrowing Something
    Dialogue 3Wanting to Add Something

    Chapter ThirteenLaundry Service.
    Dialogue 1Explaining How to Get the Service
    Dialogue 2Filling the Laundry Lists
    Dialogue 3Choose Express Service..
    Dialogue 4Misdelivering the Laundry

    Chapter FourteenMiscellaneous Service
    Dialogue 1Asking for Baby-sitting Service
    Dialogue 2Dealing with Emergency
    Dialogue 3Asking for a Doctor
    Dialogue 4A Morning Call

    Chapter FifteenMaintenance Serviee
    Dialogue lIntroduction on Certain Facilities in the Room
    Dialogue 2Repairing the Washing Machine
    Dialogue 3Something Wrong with the Toilet

    Part ThreeFOOD AND BERVERAGE DEPARTMENT
    Chapter SixteenReservation Service
    Dialogue 1A Call Reservation
    Dialogue 2Refusing a Reservation
    Dialogue 3Cancel a Reservation
    Dialogue 4Receiving the Dinner
    Dialogue 5Receiving Walk-in Guests
    Dialogue 6No Empty Seats

    Chapter SeventeenChinese Food
    Dialogue 1Ordering Chinese Dishes
    Dialogue 2Recommendation
    Dialogue 3Special Chinese Food
    Dialogue 4Wines and Drinks in Chinese Restaurant

    Chapter EighteenServing Dishes
    Dialogue 1Misserving
    Dialogue 2Special Need in Dishes
    Dialogue 3Complaints about the Dishes
    Dialogue 4Dessert Ordering

    Chapter NineteenOffering Room Serving
    Dialogue 1Ordering Chinese Breakfast
    Dialogue 2Ordering Western Breakfast
    Dialogue 3Special Ordering
    Dialogue 4Dish Delivering

    Chapter TwentyAt the Bar
    Dialogue 1Ordering Chinese Wines
    Dialogue 2Ordering Western Wines
    Dialogue 3Crazy Bar
    Dialogue 4Chatting with a Guest

    Chapter Twenty-OneWestern Food and Buffet
    Dialogue 1Dinner in a Western Restaurant
    Dialogue 2Dinner a La Carte
    Dialogue 3Buffet

    Chapter Twenty-TwoWays of Paying
    Dialogue 1Signing the Bill
    Dialogue 2Paying with Credit Card
    Dialogue 3Paying in Cash
    Dialogue 4 Explain the Bill

    Part FourSHOPPING
    Chapter Twenty-ThreeAt the Arts and Crafts
    Dialogue 1Greeting Customers
    Dialogue 2Recommending Jewelry
    Dialogue 3Introducing China Silk.
    Dialogue 4Testing the Quality.

    Chapter Twenty-FourAt the Souvenir
    Dialogue 1Introducing China Painting
    Dialogue 2Chinaware
    Dialogue 3Recommending Other Products

    Chapter Twenty-FiveAt the Food Shop
    Dialogue 1Introducing Local Products
    Dialogue 2Introducing Tea
    Dialogue 3Wrapping the Goods

    Part FiveRECREATION AND FITNESS CENTER
    Chapter Twenty-SixAt Sing and Dance Hall
    Dialogue 1At the Night Club
    Dialogue 2At the Karaoke Bar
    Dialogue 3At the KTV Parlor
    Dialogue 4At Dancing Hall

    Chapter Twenty-SevenAt the Health Club
    Dialogue 1Introduce the Facilities
    Dialogue 2At Bowling Room
    Dialogue 3At The Swimming Pool
    Dialogue 4At Sauna

    Chapter Twenty-EightAt the Chess
    Dialogue 1At Billiards
    Dialogue 2Playing Bridge
    Dialogue 3Getting the Membership Card

    Chapter Twenty-NineAt the Beauty Center
    Dialogue 1At the Beauty Salon
    Dialogue 2At the Barber's
    Dialogue 3Facial Treatment
    APPENDIX IUseful Words and Terms for Hotel English
    APPENDIX IITapescripts for Listening Exercises
    Reference

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    Settling accounts is one of the skills that a waiter should have, and is the final step in hotelservice. What's more, it is the most important part in hotel management. The accuracy andpromptness of settling accounts has direct influences on the economic efficiency of the hotel. Awaiter or waitress should be skilful in the means and procedures of account settlement. The mainways of settling accounts are as follows: cash settlement, signing bills, credit card settlement andcheck settlement.
    As far as cash settlement is concerned, a waiter should follow the five steps below. First, awaiter is required to go to the cashier's quickly and bring the bill with the opposite side upward tothe customer, who shows that he intends to pay his dinner. Second, a waiter is expected to lean alittle when he offers the bill to the customer. Additionally, he should speak politely by addressingthe customer "Sir/Madam, here is your bill". A waiter is not allowed to speak out the total billunless he is asked to do so by the customer. Third, a waiter has to explain with patience when thecustomer has questions about the bill. The waiter should give the cash paid by the customer to thecashier's as quickly as possible, where the cashier accepts the money, gives the changes, prints aninvoice and affixes a seal to it showing the dinner has been paid. When the waiter offers thechanges and the invoice to the customer, he is requested to remind the customer that the changesshould be counted on the spot, and expresses his thankfulness to the customer for his coming.
    If the customer signs the bill, the following five steps should be observed. First, a waiter isrequired to go to the cashier's quickly and bring the bill with the opposite side upward to thecustomer, who shows that he intends to pay his dinner. Second, the customer is asked to show theroom card. Then the waiter checks whether the room number in the room card is in agreementwith what is written on the bill, and whether the bill is in the period of validity. If the customersigns the bill, he is not able to receive an invoice from the dinner hall. Only when he leaves therestaurant can he is offered the invoice from the front desk. The waiter is required to convethanks to the customer after the waiter signs his name on the bill, and gives it to the cashier'simmediately.