飯店英語

《飯店英語》共有16個單元，每個單元分為4個部分，分別是聽力練習、場景對話、實操訓練和知識鏈接。聽力練習根據該單元的主題編寫，是該主題的具體展開或者部門的介紹，通過介紹飯店相關知識，以聽力材料形式展現，並輔以填空練習，既為學生提供飯店英語聽説讀寫的材料，又能鍛鍊聽力，學習飯店英語術語，拓展詞彙量和表達方式。場景對話根據飯店部門實際可能發生的場景設計，對話力求符合英語語言表達習慣，得體、恰當地模擬對話，力圖做到場景的真實性和實用性，便於學生理解飯店各部門操作流程，學習實際對話中的關鍵語句，瞭解飯店服務的語境模式。實操訓練以訓練學生實際運用能力為主，為已經瞭解飯店基礎知識的學生拓展提升空間，主要採用實際寫作運用的方式，介紹飯店各部門運營和管理過程中可能運用到的應用文及其寫作方法，或者有關飯店商務英語的中英翻譯。實操訓練部分主要針對應用型本科生。專科學生在選用本教材時，可以根據學生實際水平選用部分內容展開教學。知識鏈接主要針對旅遊業和飯店接待業發展的前景，通過較新的網站、報紙雜誌新聞鏈接，介紹飯店業發展的典型案例和新趨勢，比如飯店的數字化營銷、在線聲譽維護等，同時為學生提供尋求行業參考資料的渠道。 ^[2] 

Unit 1 General Information About Hotel飯店概述

Part Ⅰ Listening Practice聽力練習

Hotel's Definition and Classification

Part Ⅱ Situational Dialogue場景會話

DialoRue 1 An IntelTl Interview

Dialogue 2 A Discussion on Hotel Internship

Part Ⅲ Practice Training實操訓練

A．How to Write a Hotel Job Application Letter

B．Practice: Job Application Letter

Part Ⅳ Knowledge Link知識鏈接

Sharing Economy and New Accommodation Types: AirBnb and CouchSurfing

Unit 2 Reservation Department預訂部

Part Ⅰ Listening Practice聽力練習

The Role of Reservation Department

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Reservation Call

Dialogue 2 Face to Face Reservation

Dialogue 3 Group Reservation Call

Part Ⅲ Practice Training實操訓練

A．What Is SOP?

B．Translation

Part Ⅳ Knowledge Link知識鏈接

Overbooking Management andYield Management

Unit 3 Front Office Department Ⅰ前廳部Ⅰ

Part Ⅰ Listening Practice聽力練習

The Functions of Front Office Department

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Walk-in Guest

Dialogue 2 A Guest with Reservation

Part Ⅲ Practice Training實操訓練

A．Memo Writing

B．Practice: Write a Memo

Part Ⅳ Knowledge Link知識鏈接

Hotels Expand Mobile Check-in Options

Unit 4 Front Office Department Ⅱ前廳部Ⅱ

Part Ⅰ Listening Practice聽力練習

Concierge Service

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Concierge Service——Sightseeing Advice

Dialogue 2 Concierge Service——Getting Concert Tickets

Dialogue 3 Bell Service

Dialogue 4 Ordering aTaxi

Part Ⅲ Practice Training實操訓練

A．Bell Service SOP

B．Practice: Bell Service Conversation

Part Ⅳ Knowledge Link知識鏈接

Using Your Smartphone as Your Hotel Room Key

Unit 5 Front Office DepartmentⅢ前廳部Ⅲ

Part Ⅰ Listening Practice聽力練習

Financial Control at the Hotel

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Book a Taxi

Dialogue 2 Store the Luggage

Dialogue 3 Cancel the Reservation

Dialogue 4 Check Out and Get to the Airport

Part Ⅲ Practice Training實操訓練

A．Internal Email Writing

B．Practice: A Work Email

Part Ⅳ Knowledge Link知識鏈接

How Electronic Payment Works

Unit 6 Housekeeping Department Ⅰ客房部Ⅰ

Part Ⅰ Listening Practice聽力練習

Housekeeping DepartmentS Role

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Room Cleaning Service

Dialogue 2 Turn-down Service

Dialogue 3 Laundry Service 1

Dialogue 4 Laundry Service 2

Part Ⅲ Practice Training實操訓練

A．Turn-down Service

B．Translation

Part Ⅳ Knowledge Link知識鏈接

Boutique Hotel

Unit 7 Housekeeping Department II客房部II

Part Ⅰ Listening Practice聽力練習

Housekeeping Services

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Mini-bar Refill

Dialogue 2 Wi-Fi Access

Dialogue 3 Lost and Found

Dialogue 4 Open the Room Door

Part Ⅲ Practice Training實操訓練

A．Customer Email Writing

B．Practice: Costumer Email

Part Ⅳ Knowledge Link知識鏈接

Green Hotel Practice

Unit 8 Housekeeping Department Ⅲ客房部Ⅲ

Part Ⅰ Listening Practice聽力練習

Housekeeping Department StaffDuties

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Medical Emergency

Dialogue 2 Complaint About Laundry Service

Dialogue 3 Wake-up Call

Dialogue 4 Send-off Guest

Part Ⅲ Practice Training實操訓練

A．Hotel Performance Indexes

B．Translation

Part Ⅳ Knowledge Link知識鏈接

Budget Hotel

Unit 9 Food & Beverage Department Ⅰ餐飲部Ⅰ

Part Ⅰ Listening Practice聽力練習

Subdivisions in Food & Beverage Department

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Restaurant Reservation Call

Dialogue 2 Room Service

Dialogue 3 Hotel Lounge

Part Ⅲ Practice Training實操訓練

A．Meeting Minutes Writing

B．Practice: Meeting Minutes

Part Ⅳ Knowledge Link知識鏈接

Afternoon Tea at Peninsula Hotel Hong Kong

Unit 10 Food & Beverage Department Ⅱ餐飲部Ⅱ

Part Ⅰ Listening Practice聽力練習

Wines

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Taking an Order

Dialogue 2 In a Bar

Dialogue 3 Corkage Fees

Dialogue 4 Ordering Westem Food

Part Ⅲ Practice Training實操訓練

A．Translation

B．Practice: Ordering Beer Conversation

Part Ⅳ Knowledge Link知識鏈接

Michelin Guide

Unit 11 Food & Beverage DepartmentⅢ餐飲部Ⅲ

Part Ⅰ Listening Practice聽力練習

Chinese Cuisines

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Ordering Chinese Food

Dialogue 2 Ordering Chinese Dessert

Dialogue 3 Paying the Bill

Part Ⅲ Practice Training實操訓練

A．Report Writing

B．Practice: A Report

Part Ⅳ Knowledge Link知識鏈接

Differences between Chinese and Western Dining

Unit 12 Recreation Department康樂部

Part Ⅰ Listening Practice聽力練習

Facilities in the Recreation Department

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Asking About the Gym Faculties

Dialogue 2 Thai Massage and Aromatherapy

Dialogue 3 Tips of Spa Service

Part Ⅲ Practice Training實操訓練

A．Translation

B．Practice: Spa Service Conversation

Part Ⅳ Knowledge Link知識鏈接

Luxury Resorts and Hotels

Unit 13 Event Department會展部

Part Ⅰ Listening Practice聽力練習

Event Department Job Summary

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Conference Venue Reservation

Dialogue 2 Site Inspection

Part Ⅲ Practice Training實操練

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

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

Part Ⅳ Knowledge Link知識鏈接

MICE Economy

Unit 14 Sales and Marketing Department銷售部

Part Ⅰ Listening Practice聽力練習

Hotel Sales and Marketing Department

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Sales Visit

Dialogue 2 Benefits of Digital Marketing

Part Ⅲ Practice Training實操訓練

A．Transiation

B．Job Description

Part Ⅳ Knowledge Link知識鏈接

Digital Marketing

Unit 15 Hotel Recruitment飯店招聘

Part Ⅰ Listening Practice聽力練習

Hotel Job Hunting Skills

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 A Job Interview 1

Dialogue 2 A Job Interview 2

Part Ⅲ Practice Training實操訓練

A．Resume Writing

B．Practice: Resume

Part Ⅳ Knowledge Link知識鏈接

How Employee Engagement Leads to Customer Loyalty(excerpts)

Unit 16 Hotel Complaints Settling and Public Crisis Handling

飯店投訴解決與公共危機處理

Part Ⅰ Listening Practice聽力練習

Hotel Complaints

Part Ⅱ Situational Dialogue場景會話

Dialogue 1 Complaining About the Air Conditioner

Dialogue 2 Settling Complaints-TV doesnt work

Dialogue 3 Problems withthe Room

Dialogue 4 An Earthquake

Part Ⅲ Practice Training實操訓練

A．How to Write a Letter ofApology and Handle a Negative Online Review

B．Practice: Complain Letter and Reply

Part Ⅳ Knowledge Link知識鏈接

How to Manage Your Hotel's Online Reputation

聽力原文及參考答案

參考文獻 ^[1]