基本信息·出版社：清华大学出版社 ·页码：301 页 ·出版日期：2009年08月 ·ISBN：7302185727/9787302185727 ·条形码：9787302185727 ·版本：第1版 · ...
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现代酒店服务英语(附CD光盘1张) |
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现代酒店服务英语(附CD光盘1张) |
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基本信息·出版社：清华大学出版社
·页码：301 页
·出版日期：2009年08月
·ISBN：7302185727/9787302185727
·条形码：9787302185727
·版本：第1版
·装帧：平装
·开本：16
·正文语种：中文/英语
·丛书名：工作过程导向新理念规划教材，高职高专旅游类专业精品教材
内容简介 《现代酒店服务英语》根据高职高专“工学结合”培养模式编写。作者根据酒店行业的工作环境和岗位要求，营造了仿真的工作情境，使学生在逐项完成服务工作任务的同时，掌握相应的英语词汇、英语表达方法和沟通技巧，具备顶岗工作的能力。书中设计了“ServicePosition”、“SkillsandAttalnments”、“PositionKnowledge”等栏目，实现了酒店英语语言运用能力培养和酒店服务能力培养的有机结合。《现代酒店服务英语》适合高职高专酒店管理专业教学使用，也可作为酒店行业培训教材，或酒店从业人员自学之用。
编辑推荐 《现代酒店服务英语》始终贯彻高职专业英语“以职业英语能力发展为中心”的教学理念，以“5P”模式为知识载体，旨在全面提高“新酒店人”的英语职业素养和职业技能。
Professior，职业：以酒店职业英语服务内容为主线
Positior，岗位：以不同服务岗位的工作内容组成教学模块
Procedure，工作过程：以具体服务任务和流程构成教学内容
Point，要点：以工作中的语言要求和操作注意事项为技能要点
Performarlce，演练：通过模拟服务演练提高实际应用能力
目录 Chapter One Front Desk Service
前台服务
Unit OneCheck-in
服务技能]入住登记
Service C0nvCrSation 1
YOU Are Our Guests
Service Conversation 2
Registering a GroupThat Has a Reservation
Unit Two Complaints and on the Guest's Request
服务技能2处理投诉和回应客人要求
Service C0nVersation 3
Our Housemaid willBring Them to Your Room Soon
Service ConVCrsation 4
We Do Apologize for the Inconvenience
Chapter Two Reservation Desk Service
客房预订部服务
Unit Three Room Reservations
服务技能3客房预订
Service Conversation 5
Accepting a Reservation
Service Conversation 6
Recommending Other Hotels
Unit Four Revising the Reservation
服务技能4预订变更
Service Conversation 7
Changing a Reservation
Service Conversation 8
Canceling a Reservation for the Guest
Chapter Three Concierge Desk Service
礼宾部服务
Unit Five Luggage Service
服务技能5行李服务
Service C0nVerSation 9
Welcome to the Great Wall Hotel
Service C0nVersation 10
Is it Charged or Free
Unit Six Car Reservation Service
服务技能6车辆预订服务
Service C0nVersatiOn 11
Calling a Taxi at the Hotel Gate
Service Conversation 12
Car Reservation at the Conciergc Desk
Chapter Four Cash Desk Service
收银台服务
Unit Seven Foreign Currency Exchange
服务技能7外币兑换
Service Conversation 13
Changing US Dollars into Chinesc yuan
Service Conversation 14
Changing at the Airport Exchange Office
Unit Eight Checkout
服务技能8结账退宿
Service Conversation 15
Checking out in Cash
Service Conversation 16
Checking out by Credit Card
Unit Nine Solving Problems with the Bill
服务技能9解决账单问题
Service Conversation 17
Explaining the Bill
Service Conversation 18
Here Is the Money You’ve Overpaid
Chapter Five Telephone Desk Service
总机服务
Unit Ten Telephone Operator
服务技能10转接电话
Service Conversation 19
Outgoing Calls
Service Conversation 20
Incoming Calls
Unit Eleven Other Services
服务技能¨其他服务
Service Conversation 21
The wakc-up Call
Service Conversation 22
Leaving the Message
Chapter Six Housekeeping Service
客房服务
Unit Twelve Chamber Services
服务技能12客房服务
Service ConversatiOn 23
May I do the Room Now
Service Conversation 24
What Time Would YOU Like Me to Come Back
Unit Thirteen Room Service
服务技能13客房送餐服务
Service Conversation 25
Your order will Arrive in 15 Minutes
Service COnvCrSation 26
Here is Your Chinese Breakfast
Unit Fourteen Maintenance Service
服务技能14维修服务
Service C0nVersation 27
The Repairman will Come to Your Room Soon
Service C0nVersation 28
Repairing the Facilities in the Bathroom．
Chapter Seven Restaurant Service
餐厅服务
Unit Fifteen Table Reservation
服务技能15餐厅预订
Service C0nverSation 29
Reserving aTable on Valentine’s Day
Service C0nvCrSation 30
Book a Table by the Window
Unit Sixteen Greeting the Guests
服务技能16餐厅迎客服务
Service Conversation 31
Arranging One Table for the Non-reserved Guest
Service C0nVerSation 32
Arranging One Table for the Reserved Guest
Unit SeventeenTaking Orders
服务技能17点菜服务
Service ConverSation 33
Can You Recommend Some Chinese Food
Service Conversation 34
The Chinese Cuisine is Divided into Eight Styles
Unit Eighteen Service during the Meal
服务技能18上菜服务与席间服务
Service Conversation 35
Serving the Guest during the Meal
Unit Nineteen Setting Accounts
服务技能19结账
Service Conversation 36
I Forgot to Bring my wauct with me
Service ConverSation 37
Do You Accept Credit Card
Chapter Eight Bar Service
酒吧服务
Unit Twenty General Services
服务技能20常规服务
Service ConversatiOn 38
Serving Drinks
……
Chapter Nine Business Center Service(Ⅰ)
Chapter Ten Business Center Service(Ⅱ)
Chapter Eleven Heslth Recreation Center Service
Chapter Twelve Convention Exhibition Center Service
Chapter Thirteen Shopping Service
Chapter Fourteen Other Service
……
序言 中国酒店业的快速发展有目共睹。世界旅游组织预测，到2020年中国将成为世界第一旅游大国，这意味着一直到2020年中国酒店业将持续快速发展。现在在校的酒店管理专业的学生毕业后将处于职业环境的黄金时段——酒店业的快速发展，将为具有较高的酒店英语服务技能和管理技能的酒店人才提供更为广阔的发展空间。
高等职业院校酒店管理专业教育培养的是具有一定职业竞争力的酒店实用型专业人才，要让他们在未来的职业生涯中有能力去施展，有才华去发挥。提高这些学生的酒店英语服务技能，增强他们的职业竞争力，培养受星级酒店欢迎的实用型高技能特色人才，不仅是酒店业快速发展对高水准服务人才和管理人才的迫切要求，更是酒店管理专业课程建设和教学改革的方向和重要任务。而教材，则是实现以学生英语服务能力培养为目标的酒店英语课程改革的重要载体和根本保证。
《现代酒店服务英语》是一本工学结合人才培养模式的适用教材。作者根据酒店行业的工作环境和岗位要求，营造了仿真的工作情境，使学生在逐项完成服务工作任务的同时，掌握相应的英语词汇、表达方法和沟通技巧，训练顶岗工作的能力。
本书按照高职专业英语DCPEA（Development－Ccntcrcd in Professional English Ability，以职业英语能力发展为中心）课程模式宗旨组织内容，将英语语言能力的培养与英语服务技能养成相结合，以酒店特别是五星级酒店职业（：Profession）英语服务内容为教材编写主线，以不同服务岗位（Position）的工作内容构成教学模块，以相同岗位的不同服务任务为服务技能组成教学单元，以具体服务任务和流程（Procedurc）构成教学内容，以服务工作中的英语语言要求和实际操作注意事项为技能要点（Point）为教学重难点。通过这些模块的服务英语教学和模拟服务演练（Performance），提高“新酒店人”的酒店英语职业素养和职业技能。
《现代酒店服务英语》在编写体例上进行了精心的设计，具有一定的创新性。
1.设立“Service Position服务岗位”、“Skills and Attainments服务技能与素养”和“Position Knowledge岗位知识”教学栏目，培养学生的岗位职业素养。
2.以5P为知识载体，注重对学生酒店英语实用服务技能的提高，包括：用英语进行有效沟通的能力，用英语进行得体服务的应用能力，用英语完成实际操作的能力，用英语处理投诉和解决突发事件的应变能力，用英语进行酒店产品销售的能力，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。
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As a ticket-booking staff, you should know well about the departure and arrival timeand the number of all means of transportation, and be familiar with the ticket-booking of-flees and its references. You should keep contact with the guest all the time when the reser-vation is undertaking. For those guests who are going to the airport, you should remindthem the suitable time of departure in order to avoid delaying due to the heavy traffic. For the guest who wants to book an air-ticket, you must make copies of all materialsneeded, fill in the air-ticket booking confirmation form and ensure the way of leaving a mes-sage. You should contact with the relevant Airline Company in a hurry and then tell themthe information related, such as the name of the guest, the number of flight, date of departure, and so on. Whatever happens during the period of reservation, you should let the guestknow as soon as possible. For the guest who wants to book a train-ticket, you must make sure the place of depar-ture and destination,time of departure and the train number the guest demands. On a spe-cial occasion,such as spring transportation or holidays,the tickets are in great demand dueto heavy traffic,espedially the tickets of soft and hard berth,you should explain the reasonand make a suggestion for the guest in order to readjust his itinerary.
