酒店英语听说强化教程(第5版)

本教材第5版按酒店部门和工作流程展开内容编写，共16个单元，每6课一个单元，共96课，涵盖了前厅部、客房部、餐饮部和其他部门的工作内容。本版修订增加了酒店数字化运营方面的内容。比如“自助办理登记入住及离店结账手续”“机器人在酒店的应用”“智能客房设施”“酒店数字化营销”等内容，以适应酒店行业数字化运营与管理的趋势，通过修订文字内容及增加的视频微课来呈现，每单元增加一个由作者录制的视频微课。本版修订还尝试补足思政元素，增强教材的育人功能，如增加“红色旅游”“酒店无障碍设施服务”“中国传统文化”“中国风物特产”“中国饮食文化”等文字内容和图片，让学生了解中国文化和红色旅游，多一些人文关怀，增强文化自信。

Part Ⅰ Front Off ice Department前厅篇 Unit One Room Reservation 客房预订 视频微课 Diff erent Types of Hotels 认知酒店类型 Lesson 1 Types of Hotel Accommodations　客房种类 Lesson 2 An FIT Reservation　散客预订 Lesson 3 A Group Reservation　团体预订 Lesson 4 Room Overbooking　客房超额预订 Lesson 5 Revising the Reservation　变更预订 Lesson 6 Deposit Required　预付定金 Unit Two Hotel Check-in 酒店入住登记 视频微课 Hotel Check-in Kiosks 了解酒店自助办理入住 Lesson 7 Working as a Receptionist　做一名前台接待员 Lesson 8 Checking in Guests with Reservations　预订客人入住登记 Lesson 9 Checking in a Group　团队入住登记 Lesson 10 Checking in Walk-in Guests　无预订客人入住登记 Lesson 11 Dealing with Check-in Disputes　处理入住登记纠纷 Lesson 12 A Suite　套房 Unit Three Concierge Service 礼宾服务 视频微课 The Trend of New Concierge in Hospitality 礼宾服务的新趋势 Lesson 13 Hotel Facilities　酒店设施 Lesson 14 Bellboy Service　行李生服务 Lesson 15 Running Errands for Guests　为客人办事 Lesson 16 Introducing Hotel Facilities　介绍酒店设施 Lesson 17 Hiring a Taxi　租车服务 Lesson 18 Tour Plans　旅行计划 Unit Four Guest Service Center 宾客服务中心 视频微课 Big Data in the Hospitality Industry大数据在酒店运营中的应用 Lesson 19 Working as a Telephone Operator　做一名电话接线员 Lesson 20 Making DND　设置“请勿打扰”服务 Lesson 21 Making a Long-distance Call　拨打长途电话 Lesson 22 Making an In-house Phone Call　拨打内部电话 Lesson 23 A Morning Wake-up Call　叫醒服务 Lesson 24 A Package　快件 Unit Five Handling Guest Complaints 处理宾客投诉 视频微课 Instant Response to Feedback Online 线上评价的及时反馈 Lesson 25 How to Deal with Complaints　如何处理投诉 Lesson 26 Relocating Guests　换房间 Lesson 27 Complaints about Food and Service　对食品及服务的投诉 Lesson 28 Handling Complaints about Laundry　处理洗衣服务的投诉 Lesson 29 Missing Valuables　贵重物品遗失 Lesson 30 Restaurant Complaints　餐厅投诉 Unit Six Checking Out 结账离店 视频微课 e-CNY 数字人民币 Lesson 31 Working as a Cashier　做一名收银员 Lesson 32 Paying Hotel Bill in Cash　现金付账 Lesson 33 Paying Hotel Bill by Credit Card　信用卡付账 Lesson 34 Paying Hotel Bill with Traveler’s Checks　旅行支票付账 Lesson 35 Mistakes on the Hotel Bill　账单错误 Lesson 36 Checking Out　离店结账 Part Ⅱ Housekeeping Department客房篇 Unit Seven Room Cleaning 客房清扫 视频微课 Word Study: Check in/Check-in, Suit/Suite 易混词解析 Lesson 37 The Hotel Guest Room　酒店客房 Lesson 38 Postponing Room Cleaning　推迟客房打扫服务 Lesson 39 Helping Guests with Special Requests帮助有特殊需求的客人 Lesson 40 Turn-down Service　开夜床服务 Lesson 41 An Improperly Cleaned Room　未被打扫干净的房间 Lesson 42 Room-Cleaning Service　客房清洁服务 Unit Eight Laundry Service　洗衣服务 视频微课 How to Determine Linen Change Frequency in Hotels客房布草的更换频率 Lesson 43 The Laundry List　洗衣单 Lesson 44 Regular Laundry Service　常规洗衣服务 Lesson 45 The Express Laundry Service　快洗服务 Lesson 46 Misdirected Laundry　衣物分送错误 Lesson 47 Laundry Damage　送洗衣物受损 Lesson 48 Mending Service　织补服务 Unit Nine Guests’ Requests 客人的需求 视频微课 Robots in the Hospitality Industry 酒店业中的机器人 Lesson 49 Being Friendly and Helpful　友爱助人 Lesson 50 Obtaining Items　借用物品 Lesson 51 Internet　因特网 Lesson 52 Meeting Requirements　满足客人需求 Lesson 53 Dealing with Emergencies　处理突发事件 Lesson 54 Helping Guests　帮助客人 Unit Ten Repair and Maintenance Service 维修服务 视频微课 Smart Hotels 智慧酒店 Lesson 55 How May I Help You?　我能帮您吗? Lesson 56 The Toilet Won’t Work　抽水马桶有问题 Lesson 57 A Problem with the Air-conditioner　处理空调问题 Lesson 58 The Bathroom Floor Is Flooded　卫生间地面严重积水 Lesson 59 We Are Very Sorry　我们深表歉意 Lesson 60 A Guest with a Laptop　携带笔记本电脑的客人 Part Ⅲ Food & Beverage Department餐饮篇 Unit Eleven Restaurant Reservation & Welcoming Guests 餐饮预订及迎宾 视频微课 How to Make Hotels More Eco-friendly? 酒店如何更环保？ Lesson 61 Greeting Guests　迎宾 Lesson 62 Booking a Private Room　预订包房 Lesson 63 Banquet Reservation　宴会预订 Lesson 64 Seating Guests　迎宾入座 Lesson 65 Our Restaurant Is Full　餐位已满 Lesson 66 Booking a Family Dinner　预订家宴 Unit Twelve At the Chinese Restaurant 在中餐厅 视频微课 Diff erent Types of Drinking Water 不同类型的饮用水 Lesson 67 Chinese Cuisine　中国菜系 Lesson 68 Taking Orders　点菜 Lesson 69 Sichuan Cuisine 川菜 Lesson 70 Misdirected Service　上错菜 Lesson 71 Signing the Bill　签单 Lesson 72 Hot Pot　火锅 Unit Thirteen At the Western Restaurant 在西餐厅 视频微课 Robot Chefs 机器人厨师 Lesson 73 Working in F&B Department　在餐饮部工作 Lesson 74 Buff et Service　自助餐 Lesson 75 American Breakfast　美式早餐 Lesson 76 Dinner à la Carte　零点服务 Lesson 77 One Bill or Separate Bills?　分单还是合单？ Lesson 78 Eating at a Japanese Restaurant　在日式餐厅就餐 Unit Fourteen At the Bar 在酒吧 视频微课 Robot Bartenders 机器人调酒师 Lesson 79 What Would You Like to Drink?　您想喝点什么？ Lesson 80 A Glass of Fresh Orange Juice　一杯鲜橙汁 Lesson 81 A Cup of Cappuccino　卡布奇诺咖啡 Lesson 82 Recommending Drinks　推荐酒水 Lesson 83 Trying Local Beer　品尝当地啤酒 Lesson 84 Happy Hour　欢乐时光 Unit Fifteen Room Service 客房送餐服务 视频微课 Changes on the Room Service Menu: More Healthy and Personalized客房菜单的改变：更健康更个性化 Lesson 85 Room Service　客房送餐服务 Lesson 86 Ordering Breakfast by Phone　电话点餐 Lesson 87 A Fruit Platter　水果盘 Lesson 88 Room Service Delay　送餐服务延迟 Lesson 89 A Birthday Party　生日聚会 Lesson 90 No Room Service　无送餐服务 Part Ⅳ Miscellaneous Departments 其他部门篇 Unit Sixteen Business and Entertainment Services 商务及康乐服务 视频微课 Self-service Gym 自助健身房 Lesson 91 At the Fitness Center　在健身俱乐部 Lesson 92 At the Swimming Pool　在游泳池 Lesson 93 At the Hotel Shop　在酒店商场 Lesson 94 At the Business Center　在商务中心 Lesson 95 Convention Service　会议服务 Lesson 96 At the Gym　在健身房