酒店英语 (Hotel English)

Transcription

1 Part One THE FRONT OFFICE Chapter 1 Business Reservation Service Dialogue 1 Receiving a Reservation Dialogue 2 Tour Group Reservation Dialogue 3 Face to Face the Reservation Dialogue 4 Revising the Reservation Dialogue 5 Cancel the Reservation Dialogue 6 No Empty Rooms Chapter 2 Reception Desk Dialogue 1 Registration Dialogue 2 Receiving the Individual Dialogue 3 Receiving the Advance Reservation Dialogue 4 Receiving a Travel Group Dialogue 5 Extending the Stay Chapter 3 The Bellman Dialogue 1 Check in Services Dialogue 2 Show the Way to Her Room Dialogue 3 Delivery of Luggage

2 Dialogue 4 Ordering a Taxi Dialogue 5 Ticket-Booking Service Chapter 4 At the Information Desk Dialogue 1 Showing the Way inside the Hotel Dialogue 2 Showing the Way outside the Hotel Dialogue 3 Introduction Some Scenic Spot and Shopping Center Dialogue 4 About the Traffic Chapter 5 Telephone Operator Dialogue 1 An Overseas Call Dialogue 2 In-house Call Service Dialogue 3 Leaving a Telephone Message Dialogue 4 Answering Guest's Inquires Chapter 6 Settling Guests' Complaints Dialogue 1 Settling Complaints about Air-conditioner Dialogue 2 Settling Complaints about Bad Quality of Food Dialogue 3 Settling Complaints about Slowness in Service Chapter 7 The Business Center Dialogue 1 Recommending Express Service

3 Dialogue 2 Typing, Photocopying Dialogue 3 Receiving and Sending Fax Chapter 8 The Cashier Dialogue 1 Foreign Currency Exchange Dialogue 2 Checking in Cash Dialogue 3 Checking with Traveler's Check Dialogue 4 Checking by Credit Card Dialogue 5 Mis-calculation Chapter 9 At the Conference Dialogue 1 Introduction of Hotel Meeting Facilities Dialogue 2 Changing the Meeting Services Dialogue 3 Offering Special Services Part Two THE HOUSEKEEPING DEPARTMENT Chapter 10 Receiving Guests Dialogue 1 Guiding the Guest to Their Rooms Dialogue 2 Introducing the Room Facilities Dialogue 3 About Hotel Services

4 Chapter 11 Chamber Service Dialogue 1 Cleaning the Room Dialogue 2 Changing the Room Dialogue 3 Adding beds Dialogue 4 Turn-down Services Dialogue 5 Claim and Damage Chapter 12 Special Service Dialogue 1 Buying Things on Request Dialogue 2 Borrowing Something Dialogue 3 Wanting to Add Something Chapter 13 Laundry Service. Dialogue 1 Explaining How to Get the Service Dialogue 2 Filling the Laundry Lists Dialogue 3 Choose Express Service.. Dialogue 4 Misdelivering the Laundry Chapter 14 Miscellaneous Service Dialogue 1 Asking for Baby-sitting Service Dialogue 2 Dealing with Emergency Dialogue 3 Asking for a Doctor

5 Dialogue 4 A Morning Call Chapter 15 Maintenance Serviee Dialogue l Introduction on Certain Facilities in the Room Dialogue 2 Repairing the Washing Machine Dialogue 3 Something Wrong with the Toilet Part 3 FOOD AND BERVERAGE DEP Chapter 16 Reservation Service Dialogue 1 A Call Reservation Dialogue 2 Refusing a Reservation Dialogue 3 Cancel a Reservation Dialogue 4 Receiving the Dinner Dialogue 5 Receiving Walk-in Guests Dialogue 6 No Empty Seats Chapter 17 Chinese Food Dialogue 1 Ordering Chinese Dishes Dialogue 2 Recommendation Dialogue 3 Special Chinese Food Dialogue 4 Wines and Drinks in Chinese Restaurant

6 Chapter 18 Serving Dishes Dialogue 1 Misserving Dialogue 2 Special Need in Dishes Dialogue 3 Complaints about the Dishes Dialogue 4 Dessert Ordering Chapter 19 Offering Room Serving Dialogue 1 Ordering Chinese Breakfast Dialogue 2 Ordering Western Breakfast Dialogue 3 Special Ordering Dialogue 4 Dish Delivering Chapter 20 At the Bar Dialogue 1 Ordering Chinese Wines Dialogue 2 Ordering Western Wines Dialogue 3 Crazy Bar Dialogue 4 Chatting with a Guest Chapter 21 Western Food and Buffet Dialogue 1 Dinner in a Western Restaurant Dialogue 2 Dinner a La Carte

7 Dialogue 3 Buffet Chapter 22 Ways of Paying Dialogue 1 Signing the Bill Dialogue 2 Paying with Credit Card Dialogue 3 Paying in Cash Dialogue 4 Explain the Bill Part Four SHOPPING Chapter 23 At the Arts and Crafts Dialogue 1 Greeting Customers Dialogue 2 Recommending Jewelry Dialogue 3 Introducing China Silk. Dialogue 4 Testing the Quality. Chapter 24 At the Souvenir Dialogue 1 Introducing China Painting Dialogue 2 Chinaware Dialogue 3 Recommending Other Products Chapter 25 At the Food Shop Dialogue 1 Introducing Local Products

8 Dialogue 2 Introducing Tea Dialogue 3 Wrapping the Goods Part 5 RECREATION&FITNESS CENTER Chapter 26 At Sing and Dance Hall Dialogue 1 At the Night Club Dialogue 2 At the Karaoke Bar Dialogue 3 At the KTV Parlor Dialogue 4 At Dancing Hall Chapter 27 At the Health Club Dialogue 1 Introduce the Facilities Dialogue 2 At Bowling Room Dialogue 3 At The Swimming Pool Dialogue 4 At Sauna Chapter 28 At the Chess Dialogue 1 At Billiards Dialogue 2 Playing Bridge Dialogue 3 Getting the Membership Card

9 Chapter 29 At the Beauty Center Dialogue 1 At the Beauty Salon Dialogue 2 At the Barber's Dialogue 3 Facial Treatment APPENDIX I Useful Words and Terms for Hotel English APPENDIX II Tapescripts for Listening Exercises