飯店實用英語(第三版)（簡體書）

本書根據東北財經大學出版社的修訂要求，堅持任務中心原則、堅持貼近行業之初衷，設定每單元的任務目標、主題思想、服務理念、實用話題、工作流程，對全書進行了必要的梳理和修正。作者對書中各部分所發現的錯漏之處作了糾正和補充，較大幅度地調整了練習部分，使每課的練習形式與內容保持一致，竭力做到課文、會話、練習相輔相成，構成一個有機整體。還為學員提供多層任務平臺，提供提高交際能力和認知能力的機會，提供飯店英語“結構一功能”訓練的多種手段，進一步突現本教材的系統性、靈活性和應用性。另外，為方便教學，本書還為任課教師提供了練習答案和PPT網上教學資源。可供各大專院校作為教材使用，也可供從事相關工作的人員作為參考用書使用。

Unit One An Overview of the Hotel Business
Text A A Brief History of the Hotel Industry
Text B Hotels and Their Classifications
Dialog Ⅰ At the Human Resources Department
Dialog Ⅱ Orientation (1) --Ethics Integrity
Dialog Ⅲ Orientation (2) --Grooming
Exercises
Unit Two Front Office(Ⅰ)
Text A Front Office
Text B Reservation
Dialog Ⅰ A Long Distance Call Reservation
Dialog Ⅱ A Group Reservation
Dialog Ⅲ Revising the Reservation
Exercises
Unit Three Front Office(Ⅱ)
Text A Check-in
Text B Guest Services
Dialog Ⅰ Receiving Walk-in Guests
Dialog Ⅱ Extending the Stay
Dialog Ⅲ Orientation on Concierges Work
Exercises
Unit Four Front Office(Ⅲ)
Text A Check-out
Text B Cashier and Night Auditor
Dialog Ⅰ Foreign Currency Exchange
Dialog Ⅱ Check-out
Dialog Ⅲ Checking Guest Account
Exercises
Unit Five Communications
Text A Communications
Text B Telephone Room
Dialog Ⅰ Sending a Fax
Dialog Ⅱ Printing
Dialog Ⅲ Telephone Service
Exercises
Unit Six Housekeeping
Text A Housekeeping Department
Text B Guestroom Cleaning
Dialog Ⅰ Chamber Service
Dialog Ⅱ Laundry Service
Dialog Ⅲ Baby-sitting Service
Exercises
Unit Seven Food Service
Text A Organization of Food and Beverage Department
Text B Restaurant Service
Dialog Ⅰ Taking Orders
Dialog Ⅱ Room Service
Dialog Ⅲ Banqueting Service
Exercises
Unit Eight Beverage Service
Text A Beverage Service
Text B Wine Facts
Dialog Ⅰ At a Restaurant
Dialog Ⅱ Bar Service
Dialog Ⅲ Liqueur Service
Exercises
Unit Nine Kitchen
Text A Kitchen Planning
Text B Types of Kitchen
Dialog Ⅰ Bakery
Dialog Ⅱ Cold Items
Dialog Ⅲ Working as the CheFs Assistant
Exercises
Unit Ten Recrcation(Ⅰ)
Text A Recreational Center
Text B Recreational Offerings at Resorts
Dialog Ⅰ At the Indoor Swimming Pool
Dialog Ⅱ At the Bowling Room
Dialog HI At the Gymnasium
Exercises
Unit Eleven Recrcation(Ⅱ)
Text A Searching for a Healthier Lifestyle
Text B Common Recreational Activities
Dialog Ⅰ Sauna Is One of the Great Pleasure of Life
Dialog Ⅱ Massage not only Relaxes the Muscles but also Eases the Pain
Dialog Ⅲ I Would Like to Try a New Hair Style This Time
Exercises
Unit Twelve Shopping
Text A Hotel Shop
Text B Shopping on the Web
Dialog Ⅰ Showing the Guests around the Arcade
Dialog Ⅱ Buying Silk Fabrics
Dialog Ⅲ At the Chinese Folk Art Counter
Exercises
Unit Thirteen Security
Text A Hotel Security (Ⅰ)
Text B Hotel Security (Ⅱ)
Dialog Ⅰ Orientation on Fire Preventing and Fire Fighting
Dialog Ⅱ Preventing a False Claim
Dialog Ⅲ Offering First Aid
Exercises
Unit Fourteen Engineering and Maintenance
Text A Engineering and Maintenance
Text B Maintenance Activities
Dialog Ⅰ The Maintenance in the Guest Room
Dialog Ⅱ A Car Servicing Appointment
Dialog Ⅲ Dealing with an Elevator Accident
Exercises
Unit Fifteen Marketing
Text A Marketing and Selling
Text B Common Sales Tools
Dialog Ⅰ Convention Sales Call
Dialog Ⅱ Extending the Sale
Dialog ⅠtI Talking about Hotel Reservations
Exercises
Unit Sixteen Controllers
Text A Controllers Department
Text B Budgeting
Dialog Ⅰ Normal Credit Control
Dialog Ⅱ Daily Income Audit
Dialog Ⅲ Month-end Stock Take
Exercises
Unit Seventeen General Manager
Text A The General Manager
Text B The General Managers Meetings
Dialog Ⅰ Solving the Guests Complaint
Dialog Ⅱ Increasing the Average Rates
Dialog Ⅲ Making Travel Preparations
Exercises