目录 Part One English for Hospitality Basics 第一部分 酒店基础英语 Chapter One Hospitality Basics 酒店基础 1.1 Functions,Categories,and Ratings 1.2 Hotel Organization 1.3 Hotel Operating Models 1.4 Hotel Guests,Guest Cycle,and Hotel Services Chapter Two Service Guide 服务指南 2.1 Hotel Profile,Welcome Speech,and Environment Commitment 2.2 Hotel Rules and Regulations 2.3 Front 0币ce Services 2.4 Housekeeping Services 2.5 Food and Beverage Services 2.6 Conference and Recreation Services Chapter Three Hospitality Management 酒店管理 3.1 Hotel Management 3.2 Hotel Human Resources Management 3.3 Hotel Finance Management 3.4 Hotel Engineering Management 3.5 Hotel Security Management 3.6 Hotel Marketing Management Chapter Four Rooms Division 房务部 4.1 FrontOfficeDepartment 4.2 Housekeeping Department Chapter Five Food & Beverage Division 餐饮部 5.1 Overview ofFood&Beverage Division 5.2 Food Service Department 5.3 Other Subordinate Departments Chapter Six Convention,Recreation,and Complaints 会议服务、康乐服务与投诉处理 6.1 Convention and Recreation 6.2 Complaints Part Two English for Hotel Services 第二部分 酒店服务英语 Chapter Seven General Expressions基本交际用语 7.1 Making Greetings 7.2 Bidding Farewells 7.3 Giving Thanks 7.4 Making Apologies 7.5 Giving Wishes 7.6 Giving Comforts,Congratulations,and Compliments 7.7 Making Requests 7.8 Giving Permissions 7.9 Offering Services 7.10 Giving Directions 7.1 1 Giving Reminders 7.12 Making Responses 7.13 Making Telephones Chapter Eight Situational Expressions情景交际用语 8.1 Front Office Staff 8.2 Housekeeping Staff 8.3 Restaurant Staff 8.4 Management
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