饭店英语PDF|Epub|txt|kindle电子书版本下载

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Unit 1 饭店概述1

Part Ⅰ 听力练习1

Hotel's Definition and Classification1

Part Ⅱ 场景会话2

Dialogue 1 An Intern Interview2

Dialogue 2 ADiscussion on Hotel Internship3

Part Ⅲ 实操训练6

A．How to Write a Hotel Job Application Letter6

B．Practice:Job Application Letter7

Part Ⅳ 知识链接7

Sharing Economy and New Accommodation Types:AirBnb and CouchSurfing7

Unit 2 预订部10

Part Ⅰ 听力练习11

The Role of Reservation Department11

Part Ⅱ 场景会话12

Dialogue 1 Reservation Call12

Dialogue 2 Face to Face Reservation13

Dialogue 3 Group Reservation Call14

Part Ⅲ 实操训练17

A．What Is SOP?17

B．Translation18

Part Ⅳ 知识链接19

Overbooking Management and Yield Management19

Unit 3 前厅部Ⅰ21

Part Ⅰ 听力练习22

The Functions of Front Office Department22

Part Ⅱ 场景会话23

Dialogue 1 Walk-in Guest23

Dialogue 2 AGuestwith Reservation24

Part Ⅲ 实操训练27

A．Memo Writing27

B．Practice:Write a Memo28

Part Ⅳ 知识链接29

Hotels ExpandMobile Check-in Options29

Unit 4 前厅部Ⅱ31

Part Ⅰ 听力练习32

Concierge Service32

Part Ⅱ 场景会话33

Dialogue 1 Concierge Service—Sightseeing Advice33

Dialogue 2 Concierge Service—Getting Concert Tickets34

Dialogue 3 Bell Service35

Dialogue 4 Ordering a Taxi36

Part Ⅲ 实操训练37

A．Bell Service SOP37

B．Practice:Bell Service Conversation38

PartⅣ 知识链接39

UsingYour Smartphone asYourHotel RoomKey39

Unit 5 前厅部Ⅲ41

Part Ⅰ 听力练习42

Financial Control at the Hotel42

Part Ⅱ 场景会话43

Dialogue 1 Book a Taxi43

Dialogue 2 Store the Luggage43

Dialogue 3 Cancel the Reservation44

Dialogue 4 Check Out and Get to the Airport45

Part Ⅲ 实操训练46

A．Internal Email Writing46

B．Practice:A Work Email49

Part Ⅳ 知识链接50

How Electronic Payment Works50

Unit 6 客房部Ⅰ52

Part Ⅰ 听力练习53

Housekeeping Department's Role53

Part Ⅱ 场景会话54

Dialogue 1 Room Cleaning Service54

Dialogue 2 Turn-down Service55

Dialogue 3 Laundry Service 156

Dialogue 4 Laundry Service 257

Part Ⅲ 实操训练57

A．Turn-down Service57

B．Translation59

Part Ⅳ 知识链接60

Boutique Hotel60

Unit 7 客房部Ⅱ63

Part Ⅰ 听力练习64

Housekeeping Services64

Part Ⅱ 场景会话65

Dialogue 1 Mini-bar Refill65

Dialogue 2 Wi-FiAccess66

Dialogue 3 Lost and Found67

Dialogue 4 Openthe RoomDoor67

Part Ⅲ 实操训练68

A．Customer Email Writing68

B．Practice:Costumer Email71

Part Ⅳ 知识链接71

Green Hotel Practice71

Unit 8 客房部Ⅲ74

Part Ⅰ 听力练习74

Housekeeping Department Staff Duties74

Part Ⅱ 场景会话76

Dialogue 1 Medical Emergency76

Dialogue 2 ComplaintAbout Laundry Service77

Dialogue 3 Wake-up Call78

Dialogue 4 Send-off Guest78

Part Ⅲ 实操训练79

A．Hotel Performance Indexes79

B．Translation80

Par tⅣ 知识链接80

Budget Hotel80

Unit 9 餐饮部Ⅰ83

Part Ⅰ 听力练习84

Subdivisions in Food＆Beverage Department84

Part Ⅱ 场景会话85

Dialogue 1 Restaurant Reservation Call85

Dialogue 2 Room Service86

Dialogue 3 Hotel Lounge88

Part Ⅲ 实操训练91

A．Meeting Minutes Writing91

B．Practice:Meeting Minutes94

Part Ⅳ 知识链接95

Afternoon Tea at Peninsula Hotel Hong Kong95

Unit 10 餐饮部Ⅱ98

Part Ⅰ 听力练习99

Wines99

Part Ⅱ 场景会话100

Dialogue 1 Taking an Order100

Dialogue 2 In a Bar101

Dialogue 3 Corkage Fees102

Dialogue 4 Ordering Western Food102

Part Ⅲ 实操训练106

A．Translation106

B．Practice:Ordering Beer Conversation106

Part Ⅳ 知识链接107

Michelin Guide107

Unit 11 餐饮部Ⅲ110

Part Ⅰ 听力练习111

Chinese Cuisines111

Part Ⅱ 场景会话112

Dialogue 1 Ordering Chinese Food112

Dialogue 2 Ordering Chinese Dessert113

Dialogue 3 Paying the Bill114

Part Ⅲ 实操训练120

A．Report Writing120

B．Practice:A Report122

Part Ⅳ 知识链接122

Differences between Chinese and Western Dining122

Unit 12 康乐部125

Part Ⅰ 听力练习125

Facilities in the Recreation Department125

Part Ⅱ 场景会话127

Dialogue 1 Asking About the Gym Faculties127

Dialogue 2 Thai Massage and Aromatherapy128

Dialogue 3 Tips of Spa Service129

Part Ⅲ 实操训练131

A．Translation131

B．Practice:Spa Service Conversation131

Part Ⅳ 知识链接132

Luxury Resorts and Hotels132

Unit 13 会展部136

Part Ⅰ 听力练习137

Event Department Job Summary137

Part Ⅱ 场景会话138

Dialogue 1 Conference Venue Reservation138

Dialogue 2 Site Inspection140

Part Ⅲ 实操训练142

A．How to Reply a Thank-you Note or Positive Reviews142

B．Practice:Reply a Thank-you Note and Online Positive Reviews145

Part Ⅳ 知识链接145

MICE Economy145

Unit 14 销售部148

Part Ⅰ 听力练习148

Hotel Sales and Marketing Department148

Part Ⅱ 场景会话150

Dialogue 1 Sales Visit150

Dialogue 2 Benefits of Digital Marketing151

Part Ⅲ 实操训练153

A．Translation153

B．Job Description153

Part Ⅳ 知识链接156

Digital Marketing156

Unit 15 饭店招聘160

Part Ⅰ 听力练习161

Hotel Job Hunting Skills161

Part Ⅱ 场景会话162

Dialogue 1 AJob Interview 1162

Dialogue 2 AJob Interview 2163

Part Ⅲ 实操训练164

A．Resume Writing164

B．Practice:Resume167

Part Ⅳ 知识链接168

How Employee Engagement Leads to Customer Loyalty （excerpts）168

Unit 16 饭店投诉解决与公共危机处理171

Part Ⅰ 听力练习171

Hotel Complaints171

Part Ⅱ 场景会话173

Dialogue 1 Complaining About the Air Conditioner173

Dialogue 2 Settling Complaints—TV doesn't work174

Dialogue 3 Problems with the Room174

Dialogue 4 An Earthquake175

Part Ⅲ 实操训练177

A．How to Write a Letter of Apology and Handle a Negative Online Review177

B．Practice:Complain Letter and Reply179

Part Ⅳ 知识链接180

How to Manage Your Hotel's Online Reputation180

听力原文及参考答案183

参考文献216