酒店英语服务实训
￥ 9.07 2.3折 ￥ 39.8 九五品
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北京通州
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作者胡扬政,苑丽娟,王莉莉,刘?h,胡冰冰,胡霞,周欣奕
出版社清华大学出版社
ISBN9787302462507
出版时间2017-05
版次1
装帧平装
开本16开
纸张胶版纸
页数295页
字数99999千字
定价39.8元
上书时间2024-07-07
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基本信息
书名:酒店英语服务实训
定价：39.80元
作者:胡扬政,苑丽娟,王莉莉,刘?h,胡冰冰,胡霞,周欣奕
出版社：清华大学出版社
出版日期：2017-05-01
ISBN：9787302462507
字数：475000
页码：295
版次：3
装帧：平装
开本：32开
商品重量：
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内容提要
"本书为北京市高等教育精品教材立项项目。本书根据酒店，特别是五星级酒店对酒店人才的需求特点而编写。本书以学习者的酒店英语职业技能发展为中心编写，将英语语言习得与岗位服务功能相结合，将相同岗位不同的英语服务技能构成若干实训项目，以不同的岗位服务功能构成若干酒店英语服务实训模块，通过这些模块的综合实践，提高酒店英语实用职业技能，包括用英语与客人有效沟通的能力、酒店英语礼仪服务得体的应用能力、酒店英语服务的实操能力、用英语销售酒店产品的能力、用英语进行销售策划的能力、用英语处理投诉的能力、用英语解决突发事件的应变能力、用英语进行个性化服务的能力、用英语解决问题的能力、用英语进行创新服务和创新工作的能力。通过酒店服务案例实训，“案例与提高”和“酒店经理点评”等栏目进一步培养学生的创新服务能力。《现代酒店服务英语（第3版）》和《酒店英语服务实训（第3版）》为配套教材，前者供课堂教学使用，后者用于模拟实训和酒店岗位实训。本书适用于高职高专、应用型本科及成人院校酒店管理专业、旅游管理专业及相关专业的教学，也可用于中职院校教学、酒店员工培训或自学。"
目录
Chapter OneFront Office(Ⅰ)实训模块一前台服务(一)Unit 1Making Room Reservations技能实训1客房预订服务Practice 1Making an FIT Reservation实训项目1散客预订Practice 2Making a Group Reservation实训项目2团队预订Practice 3Changing a Reservation实训项目3改变预订Practice 4Cancelling a Reservation实训项目4取消预订Unit 2Checking In技能实训2入住登记服务Practice 1Checking In a Guest with a Reservation实训项目1为预订的客人办理入住登记Practice 2Checking In a Walkin Guest实训项目2为无预订的客人办理入住登记Practice 3Checking In a Group实训项目3为团队客人办理入住登记Practice 4Checking In the Handicapped实训项目4为残疾客人办理入住登记Unit 3Extending the Stay and Changing the Room技能实训3延宿和换房服务Practice 1Extending the Stay实训项目1延宿Practice 2Changing Rooms实训项目2换房Case and Improvement： Thirteenth or Thirtieth案例与提高：13号还是30号Hotel Managers Comments酒店经理点评Chapter TwoFront Office(Ⅱ)实训模块二前台服务(二)Unit 4Dealing with a Complaint and on the Guests Request技能实训4处理投诉和回应客人要求的服务Practice 1Meeting the Guests Request实训项目1满足客人要求Practice 2Dealing with a Complaint实训项目2处理投诉Unit 5Foreign Currency Exchange技能实训5外币兑换服务Practice 1Changing Euros to RMB实训项目1欧元兑换人民币Practice 2Going to the Bank of China for Changing实训项目2到中国银行兑换Unit 6Checking Out技能实训6结账退宿服务Practice 1Checking Out by Credit Card实训项目1信用卡结账Practice 2Checking Out in Cash实训项目2现金结账Practice 3Checking Out by Travelers Check实训项目3旅行支票结账Case and Improvement： Sorry for Overcharging You案例与提高：抱歉向您多收了钱Hotel Managers Comments酒店经理点评Chapter ThreeConcierge实训模块三礼 宾 服 务Unit 7Accompanying the Guest技能实训7陪送客人Practice 1Accompanying the Guest to the Front Office实训项目1陪送客人到前台Practice 2Accompanying the Guest to the Room实训项目2陪送客人去房间Unit 8Introducing the Facilities and Services技能实训8介绍设施和服务Practice 1Introducing the Facilities and Services实训项目1介绍设施和服务Practice 2Introducing the Services to the Group实训项目2向团队客人介绍服务安排Unit 9Other Concierge Services技能实训9其他礼宾服务Practice 1Receiving a Guest at the Airport实训项目1机场接客人Practice 2Calling a Ta for the Guest实训项目2为客人叫出租车Practice 3Helping the Guest with the Luggage实训项目3为客人搬运和保管行李Case and Improvement： Birthday Cake and Marigold，Birthday Cards and Flowers案例与提高：生日蛋糕和万寿菊，生日贺卡和鲜花Hotel Managers Comments酒店经理点评Chapter FourHousekeg(Ⅰ)实训模块四客房服务(一)Unit 10Cleaning the Room技能实训10打扫房间Practice 1Cleaning the Room Now实训项目1现在打扫房间Practice 2What Time Can I Clean the Room实训项目2什么时间可以打扫房间Unit 11Turndown Service and Extending a Bed Service技能实训11晚床服务和加床服务PracticeTurning Down the Bed and Asking an Extra Bed实训项目做晚床与要求加床Unit 12Laundry Service技能实训12洗衣服务Practice 1Introducing Laundry Service实训项目1介绍洗衣服务Practice 2Quick Service实训项目2快洗服务Chapter FiveHousekeg(Ⅱ)实训模块五客房服务(二)Unit 13Room Service技能实训13客房送餐服务Practice 1Booking the Room Service by Telephone实训项目1客房电话送餐预订Practice 2Sending the Ordered Breakfast to the Guests Room实训项目2客房送早餐Unit 14Maintenance Service实训项目14维修服务Practice 1Complaining About the Bathroom Problem实训项目1卫生间设备问题投诉Practice 2Repairing the Bathroom Facilities实训项目2修理卫生间设备Unit 15Other Housekeg Services技能实训15客房其他服务Practice 1Showing How to Use Electric Appliances实训项目1教客人如何使用电器设备(设施)Practice 2Showing How to Use the Room Safe实训项目2教客人怎样使用保险箱Case and Improvement： How to Create a Home Away from Home案例与提高：怎样营造“家外之家”Hotel Managers Comments酒店经理点评Chapter SixFood & Beverage实训模块六餐 饮 服 务Unit 16Table Reservation技能实训16用餐预订服务Practice 1Booking a Table实训项目1餐台预订Practice 2Booking a Private Room实训项目2包房预订Practice 3Reserving the Banquets实训项目3宴会预订Unit 17Serving in the Restaurant技能实训17餐厅用餐服务Practice 1Serving Breakfast实训项目1早餐服务Practice 2Serving the Buffet实训项目2自助餐服务Practice 3Serving Chinese Food实训项目3中餐服务Practice 4Serving Western Food实训项目4西餐服务Chapter SevenBar Service实训模块七酒 吧 服 务Unit 18General Service技能实训18常规服务Practice 1Leading in the Guest实训项目1领位Practice 2Taking Orders and Serving Wines实训项目2点餐和送酒服务Practice 3Paying the Bill实训项目3结账Practice 4Communicating with the Guest实训项目4与客人交流Unit 19Dealing with Unexpected Events技能实训19应对突发事件Practice 1Handling a Complaint About Bar Service实训项目1处理酒吧服务投诉Practice 2Handling a Drunken Guest实训项目2应对醉酒客人Case and Improvement： The Icecold Beer案例与提高：冰镇啤酒Hotel Managers Comments酒店经理点评Chapter EightTelephone实训模块八总 机 服 务Unit 20Telephone Operator技能实训20转接电话Practice 1Making an International Call实训项目1打国际长途Practice 2Connecting an Incoming Call实训项目2外线电话的处理(接进)Practice 3Connecting an Outgoing Call实训项目3外线电话的处理(打出)Unit 21Other Services技能实训21其他服务Practice 1Connecting RoomtoRoom Calls实训项目1客房间的通话Practice 2Wakeup Call实训项目2预订叫醒电话Practice 3Taking the Message实训项目3电话留言Case and Improvement：The Hotel Operator Refused to Serve Her Guest案例与提高：酒店总机拒绝为客人服务Hotel Managers Comments酒店经理点评Chapter NineBusiness Center （Ⅰ）实训模块九商务中心服务（一）Unit 22Secretarial Services技能实训22文秘服务Practice 1Printing and Copying实训项目1 打印和复印Practice 2Scanning and Photo Processing实训项目2扫描和图像处理Practice 3Arranging Translation and Interpretation实训项目3 安排笔译和口译Unit 23Fax and Express Services技能实训23传真和快递服务Practice 1Sending and Receiving Fax实训项目1 发送和接收传真Practice 2Sending and Receiving Packages实训项目2 发送和接收包裹Chapter TenBusiness Center （Ⅱ）实训模块十商务中心服务 （二）Unit 24Tickets Booking Services技能实训24票务服务Practice 1Booking Air Tickets Online实训项目1网上订机票Practice 2Ordering Group Tickets实训项目2订购团体票Unit 25Office Facilities Services技能实训25办公设施服务Practice 1Renting Meeting Room and Equipment实训项目1 出租会议室及设备Practice 2Accessing the Internet实训项目2 接入互联网Case and Improvement： Fail to Deliver the Fax in Time案例与提高：传真未及时送达Hotel Managers Comments酒店经理点评Chapter ElevenHealth and Recreation实训模块十一康 乐 服 务Unit 26Health Care Services技能实训26保健服务Practice 1Enjoying Spa Treatment实训项目1享受温泉水疗Practice 2Experiencing Chinese Physiotherapy实训项目2体验中医理疗Unit 27Fitness Services技能实训27健身服务Practice 1Having a Swim实训项目1 游泳Practice 2Playing Bowling实训项目2打保龄球Unit 28Entertainment Services技能实训28娱乐服务Practice 1Chess & Card Services实训项目1棋牌服务Practice 2Singing in KTV实训项目2 KTV服务Case and Improvement：Who Will Pay the Bill案例与提高： 谁来买单Hotel Managers Comments酒店经理点评Chapter TwelveConvention and Exhibition Services实训模块十二会 展 服 务Unit 29Convention Service技能实训29会议服务Practice 1Reserving a Conference实训项目1预订会议Practice 2Discussing with the Conference Planner实训项目2与会议策划者商议Practice 3Registering for Conference实训项目3会议报到服务Unit 30Exhibition Service技能实训30展览服务Practice 1Reserving an Exhibition实训项目1预订展览Practice 2Setting Up an Exhibition实训项目2 布展Case and Improvement：Meeting the Guests Urgent Needs案例与提高：满足客人急需Hotel Managers Comments酒店经理点评Chapter ThirteenShopping Service实训模块十三购 物 服 务Unit 31Shopping(Ⅰ)技能实训31购物(一)Practice 1At the Jewelry and Crafts Shop实训项目1在珠宝工艺品部Practice 2At the Textiles and Knitwear Shop实训项目2在丝绸纺织品部Unit 32Shopping(Ⅱ)技能实训32购物(二)Practice 1At the Chinese Arts and Stationery Shop实训项目1在中国书画部Practice 2At the Chinese Tea Counter实训项目2在中国茶品部Chapter FourteenOther Services实训模块十四其 他 服 务Unit 33Lost and Found Service技能实训33失物招领服务Practice 1Reporting the Lost Property实训项目1报失Practice 2Claiming the Property实训项目2失物认领Practice 3Mailing the Property实训项目3失物邮递Unit 34Ｓafekeg Service技能实训34寄存服务Practice 1Depositing the Luggage实训项目1寄存行李Practice 2Depositing the Valuables实训项目2寄存贵重物品Unit 35Introducing Tourism Information技能实训35介绍旅游信息Practice 1Recommending Tourism Spots实训项目1推荐景点Practice 2Showing the Way实训项目2指路Unit 36The Babysitting Service技能实训36托婴服务PracticeBabysitting Service实训项目托婴服务Case and Improvement：A Lost Purse案例与提高：丢失的皮夹Hotel Managers Comments酒店经理点评Appendix 1World Famous Hotel Groups附录1国际的酒店集团Appendix 2The Chinese and English of the Indicating Fascias in the Hotel附录2酒店指示标识的中英文参考文献
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