《饭店服务英语》

Contents2

Part 1 Courtesies2

Unit 1．Greetings2

Unit 2．Introduction6

Unit 3．Parting9

Unit 4．Requests and Responses12

Unit 5．Thanks and Responses15

Unit 6．Apologies18

Unit 7．Asking the Way21

Unit 8．Asking Time and Dates25

Unit 9．Making Telephone Calls28

Part 2 Front Desk Service34

Unit 1．Reservation（Ⅰ）34

Unit 2．Reservation（Ⅱ）43

Unit 3．Guest Arrival47

Unit 4．Check-in（Ⅰ）50

Unit 5．Check-in（Ⅱ）56

Unit 6．Bringing the Guest to Room60

Unit 7．Delivering Bags66

Unit 8．Cloakroom69

Unit 9．Information Desk73

Unit 10．Messages77

Unit 11．Paging82

Unit 12．Money Change86

Unit 13．Miscellaneous Services89

Unit 14．Bringing Baggage Down94

Unit 15．Checking Out98

Part 3 Housekeeping Service106

Unit 1．Room Cleaning106

Unit 2．Lending Equipment to Guests111

Unit 3．Other Services114

Unit 4．Damage Problems119

Unit 5．Dealing with Complaints122

Unit 6．Lost and Found（Ⅰ）125

Unit 7．Lost and Found（Ⅱ）130

Unit 8．Laundry（Ⅰ）134

Unit 9．Laundry（Ⅱ）138

Part 4 Food Beverage Service144

Unit 1．Taking a Reservation144

Unit 2．Receiving the Diner148

Unit 3．Taking Orders153

Unit 4．Breakfast161

Unit 5．Lunch166

Unit 6．Dinner171

Unit 7．Buffet and Snack Bar175

Unit 8．In a Chinese Restaurant178

Unit 9．Room Service184

Unit 10．In the Bar189

Unit 11．Dealing with Requests193

Unit 12．Dealing with Complaints195

Unit 13．Giving the Bill203

Part 5 Other Services210

Unit 1．Shopping（Ⅰ）210

Unit 2．Shopping（Ⅱ）214

Unit 3．Operator（Ⅰ）Calls from Outside219

Unit 4．Operator（Ⅱ）Calls from Guest Rooms222

Unit 5．Operator（Ⅲ）International Calls226

Unit 6．Convention Facilities232

Unit 7．Sport and Keep-fit239

Unit 8．At the Post Office241

Unit 9．Hair-dressing244