酒店英语

世赛是根据酒店对客服务的实际岗位需求而设定的比赛，世赛赛项的具体内容代表着该行业领域最先进的水平。根据世赛技术文件所涉及的范围，本教材内容制定为6大板块共29节，第一板块为前厅部；第二板块为客房部；第三板块为餐饮部；第四板块为康乐部；第五板块为其他主要职能部门，包含人力资源部、销售部、财务部和工程部；第六板块为酒店文本写作，包括备忘录、各种商务信函、传真等。其中，每一章节都设计了多个教学栏目，方便操作，包含短文阅读、思考讨论、情景对话、知识点补充、重点回顾，实操练习等，涉及酒店前台与后台各个运作部门和岗位的操作流程和服务技巧，以及民族、宗教、旅游文化等。文书的写作在酒店内部日常管理工作中不可低估。其基本格式、技巧和方法都有一定的要求。在提高酒店英语语言能力的同时，实现高质量酒店服务水平，全方面呈现为高素质的文化传播者。

霍妍如，海南师范大学旅游学院讲师，主研酒店英语、旅游英语、企业沟通方向，担任海南省酒店行业职业技能竞赛前厅服务（英语）竞赛裁判员、世界技能大赛海南省选拔赛酒店接待（英语）项目裁判员、第一届职业技能大赛酒店接待项目（英语）第三方评价裁判员等，荣获海南师范大学“教学十佳”“课堂教学效果最佳奖”等称号，多次指导学生在全国性的竞赛中斩获佳绩并获优秀指导教师称号，公开发表核心期刊论文10余篇。

Contents Section Ⅰ　Front Office Chapter 1　Room Reservation 1.1 Warm？up Reading ／2 1.2 Situational Dialogues ／4 1.3 Knowledge Supplements ／7 1.4 Review Questions ／8 1.5 Practice ／10 1.6 Research and Discussion ／10 Chapter 2　Check？in 2.1 Warm？up Reading ／11 2.2 Situational Dialogues ／13 2.3 Knowledge Supplements ／17 2.4 Review Questions ／19 2.5 Practice ／21 2.6 Research and Discussion ／21 Chapter 3　Bell Service 3.1 Warm？up Reading ／22 3.2 Situational Dialogues ／24 3.3 Knowledge Supplements ／28 3.4 Review Questions ／28 3.5 Practice ／30 Chapter 4　Concierge 4.1 Warm？up Reading ／31 4.2 Situational Dialogues ／33 4.3 Knowledge Supplements ／36 4.4 Review Questions ／38 4.5 Practice ／40 Chapter 5　Telephone Service 5.1 Warm？up Reading ／41 5.2 Situational Dialogues ／43 5.3 Knowledge Supplements ／46 5.4 Review Questions ／47 5.5 Practice ／48 Chapter 6　 Other Guest Services 6.1 Warm？up Reading ／50 6.2 Situational Dialogues ／52 6.3 Knowledge Supplements ／55 6.4 Review Questions ／55 6.5 Practice ／57 Chapter 7　Check？out 7.1 Warm？up Reading ／58 7.2 Situational Dialogues ／60 7.3 Knowledge Supplements ／64 7.4 Review Questions ／66 7.5 Practice ／67 Section Ⅱ　Housekeeping Department Chapter 8　Chamber Service 8.1 Warm？up Reading ／70 8.2 Situational Dialogues ／72 8.3 Knowledge Supplements ／74 8.4 Review Questions ／75 8.5 Practice ／77 8.6 Research and Discussion ／77 Chapter 9　Laundry Service 9.1 Warm？up Reading ／78 9.2 Situational Dialogues ／80 9.3 Knowledge Supplements ／83 9.4 Review Questions ／83 9.5 Practice ／85 Chapter 10　Handling Complaints 10.1 Warm？up Reading ／86 10.2 Situational Dialogues ／88 10.3 Knowledge Supplements ／91 10.4 Review Questions ／91 10.5 Practice ／93 Chapter 11　Safety and Emergency 11.1 Warm？up Reading ／94 11.2 Situational Dialogues ／97 11.3 Knowledge Supplements ／100 11.4 Review Questions ／101 11.5 Practice ／103 11.6 Research and Discussion ／103 Chapter 12　Other Housekeeping Services 12.1 Warm？up Reading ／105 12.2 Situational Dialogues ／107 12.3 Knowledge Supplements ／110 12.4 Review Questions ／111 12.5 Practice ／113 12.6 Research and Discussion ／113 Section Ⅲ　Food and Beverage Department Chapter 13　Restaurant Reservation 13.1 Warm？up Reading ／116 13.2 Situational Dialogues ／118 13.3 Knowledge Supplements ／120 13.4 Review Questions ／121 13.5 Practice ／122 Chapter 14　Taking an Order 14.1 Warm？up Reading ／124 14.2 Situational Dialogues ／126 14.3 Knowledge Supplements ／128 14.4 Review Questions ／134 14.5 Practice ／136 Chapter 15　Room Service 15.1 Warm？up Reading ／137 15.2 Situational Dialogues ／139 15.3 Knowledge Supplements ／141 15.4 Review Questions ／143 15.5 Practice ／144 Chapter 16　Bar 16.1 Warm？up Reading ／145 16.2 Situational Dialogues ／147 16.3 Knowledge Supplements ／149 16.4 Review Questions ／154 16.5 Practice ／155 Chapter 17　Banquet and Meeting 17.1 Warm？up Reading ／156 17.2 Situational Dialogues ／158 17.3 Knowledge Supplements ／160 17.4 Review Questions ／162 17.5 Practice ／163 Chapter 18　Paying the Bill 18.1 Warm？up Reading ／164 18.2 Situational Dialogues ／166 18.3 Knowledge Supplements ／168 18.4 Review Questions ／169 18.5 Practice ／170 Section Ⅳ　Recreation and Fitness Center Chapter 19　Fitness Center 19.1 Warm？up Reading ／172 19.2 Situational Dialogues ／174 19.3 Knowledge Supplements ／178 19.4 Review Questions ／179 19.5 Practice ／180 Chapter 20　Spa Center 20.1 Warm？up Reading ／181 20.2 Situational Dialogues ／184 20.3 Knowledge Supplements ／187 20.4 Academic Reading ／188 20.5 Review Questions ／191 20.6 Practice ／192 Chapter 21　Shopping and Entertainment 21.1 Warm？up Reading ／193 21.2 Situational Dialogues ／195 21.3 Knowledge Supplements ／198 21.4 Review Questions ／199 21.5 Practice ／201 Section Ⅴ　Other Major Departments Chapter 22　Human Resource Department 22.1 Warm？up Reading ／204 22.2 Situational Dialogues ／206 22.3 Real World Case Study ／209 22.4 Knowledge Supplements ／210 22.5 Review Questions ／211 22.6 Practice ／213 Chapter 23　Sales and Marketing Department 23.1 Warm？up Reading ／214 23.2 Situational Dialogues ／216 23.3 Real World Case Study ／218 23.4 Knowledge Supplements ／220 23.5 Review Questions ／220 23.6 Practice ／222 Chapter 24　Accounting Department 24.1 Warm？up Reading ／223 24.2 Real World Case Study ／226 24.3 Knowledge Supplements ／226 24.4 Review Questions ／229 24.5 Practice ／231 Chapter 25　Maintenance Department 25.1 Warm？up Reading ／232 25.2 Situational Dialogues ／234 25.3 Real World Case Study ／236 25.4 Review Questions ／238 25.5 Practice ／239 Section Ⅵ　Practical Writing Chapter 26　Quick Messages 26.1 Preview ／242 26.2 Types of Quick Messages ／243 26.3 Models ／245 26.4 Practice ／248 Chapter 27　Business Correspondence 27.1 Preview ／249 27.2 Parts of a Business Letter ／250 27.3 Models ／253 27.4 Practice ／260 Chapter 28　Fax Messages 28.1 Preview ／261 28.2 Format of Fax Messages ／261 28.3 Model ／263 28.4 Useful Expressions ／264 28.5 Practice ／264 Chapter 29　E？mails 29.1 Preview ／265 29.2 Format of E？mails ／266 29.3 Model ／266 29.4 Practice ／267 Appendix ／269 Reference ／270