CONTENTS
目录
PART l THE FRONT OFFlCE
前厅
INTRODUCTlON （导言) : The Manager's Remarks
(经理的话)
UNlT l Room Reservations (预订客房)
l-l A Long Distance Call Reservation（长途电话预订)
l-2 A Group Reservation (团体预订)
1-3 A Local Call Reservation (市内电话预订)
Structure Study: will be+doing sth (将来进行时)
Function Study: Connecting Telephone Calls (电话接线)
Exercises（练习)
UNlT 2 At the Reception Desk （接待处)
2-1 At the Entrance (门口)
2-2 The Registration (登记)
2-3 Receiving a Walk-in Guest (接待过路客人)
Structure Study: to be going to do sth (一般将来时)
Function Study: Greetings and Getting Acquainted
(招呼与结识）
Exercises（练习)
UNlT 3 The Bellman (应接服务员)
3-1 Carrying Baggage (搬运行李)
3-2 Introducing Hotel Services (^-^^ttBKJg-)
3-3 Ticket-booking Service CiTM)
Structure Study: Let me Please don't Cffiffi'"])
How !Whata !? (^HX'oJ)
Function Study: Offering Help (t^ffi^Bb)
Exercises (S^^J)
UNlT 4 At the Information Desk (foliH^h)
4-1 MailService (ftP^Bg^-)
4-2 Introducing Some Scenic Spots (^i'^SX.i^)
4-3 Showing the Way (^SS)
Structure Study: Have you yet? ( Sl -j'E % fiS, Bf)
Function Study: Showing the Directions (^S^)
Exercises (i^^l)
UNlT 5 The Cashier (dj^^)
5-1 Foreign Currency Exchange (^ft^hrp)
5-2 Checking Out (^lfc)
5-3 Mis-calculation (itlfciH^)
Structure Study: We hope that (^i^A'"])
Function Study: Bidding Farewell (j^^J)
Exercises (^.^)
UNlT 6 Settling Guests' Complaints ('Sha^i^)
6-1 Changing a Room (^k^)
6-2 At the Lost and Found Desk (^WWl^)
6-3 Charging More (MW.^^)
Structure Study: He said (that) he
He told me(that) he W^^fS)
Function Study: Answering Complaints (["l^Si^)
ExercisesC^^J)
CONSOLlDATlON (X^?)
PART Ⅱ THE HOUSEKEEPlNG DEPARTMENT
房务部
INTRODUCTlON (导言）: The Manager's Remarks
(经理的话)
UNlT l Guiding the Guests to Their Rooms (引进客房)
l-l Recognizing the Guests (迎接新客)
l-2 About the Room Facilities (介绍房间设施)
1-3 About the Hotel Services (介绍服务项目 )
Structure Studys more than/the most
(形容词和副词的比较级和最高级)
Function Study: Imparting and Reporting Factual Information
(陈述和转述事实）
Exercises (练习)
UNlT 2 Chamber Service (客房服务)
2-1 Making Up the Room (收拾房间)
2-2 The Turn-down Service (做晚床）
2-3 Repairing the TV Set (修理电视机)
Structure Study: to have it done (使役动词)
Function Study: Promising (许诺)
Exercises (练习)
UNlT 3 Special Services (特别服务)
3-1 Buying Things on Request (代客人购物)
3-2 About Room Service (客房用餐服务)
3-3 At Tea Time (茶点时间)
Structure Study: or ？? (选择问句)
Function Study: Expressing and Responding to Gratitude
(表示和回答感谢)
Exercises (练习)
UNlT 4 Laundry Service (洗衣服务)
4-1 Explaining How to Get the Service (介绍洗衣服务)
4-2 Suggesting the Express Service (建议快洗服务)
4-3 "Honesty Is the Best Policy. " (诚实至上)
Structure Study: be+ done (被动语态)
Function Study: Expressing Obligation (责任)
Exercises (练习)
UNlT 5 Miscellaneous Services (多项服务)
5-1 Providing Something Extra on Request
(提供额外用品)
5-2 About Baby-sitting Service (托婴服务)
5-3 Dealing with Emergency (处理紧急情况)
Structure Study: It's for sb to do sth（先行词 it)
It's that (who whom) (强调型句型中的it）
Function Study: Sympathizing (同情)
Exercises (练习)
UNlT 6 Wake-up Call Service (唤醒服务)
6-1 Explaining Time Differences （解释时差)
6-2 A Morning Call (叫早电话)
6-3 Leaving the Hotel (离店)
Structure Study: You're , aren't you? (反意问句)
Function Study: Giving Explanation (解释)
Exercises (练习)
CONSOLlDATlON (复习)
PART Ⅲ FOOD AND BEVERAGE DEPARTMENT
? 餐饮部
INTRODUCTlON (导言）: The Manager's Remarks
(经理的话)
UNlT l At the Bar (酒吧)
l-l Shanghai Cocktail (上海鸡尾酒）
l-2 Chinese and Foreign Wines （中外酒类)
1-3 Passing on a Message (传递口信)
Structure Study: What to do (不定式)
Function Study: Stating Preference (抉择)
Exercises (练习)
UNlT 2 Seating the Diners (顾客就座)
2-1 Receiving the Diners (接待顾客)
2-2 A Reservation Call (订餐电话)
2-3 When the Restaurant Is Full (餐厅客满时)
Structure Study: may might could can't must have
done (情态动词)
Function Study: Asking for Repetition (请求复述)
Exercises (练习)
UNlT 3 Taking Orders (点菜)
3-1 Helping toOrder Dishes (帮助点菜)
3-2 Chinese Food (中国菜)
3-3 Wine Orders (点酒）
Structure Study: who whom whose which that
when where (定语从句)
Function Study: Making Suggestions (建议)
Exercises (练习)
UNlT 4 Serving Dishes (上菜)
4-1 Misserving (上错菜）
4-2 Normal Service for a Chinese Banquet
(中式宴会的正规服务)
4-3 Offering Room Service (提供客房内用餐服务)
Structure Study: if (真实条件从句和非真实条件从句)
Function Study: Apologizing (道歉)
Exercises (练习)
UNIT 5 Birthday Party (生日晚会)
5-1 Going to a Chinese Birthday Party
(参加中式生日宴会)
5-2 The Longevity Noodles (长寿面）
5-3 Birthday Cake (生日蛋糕)
Structure Study: what is (what从句)
Function Study: Expressing Wishes and Congratulations
(祝愿和庆贺)
Exercises (练习)
UNIT 6 Ways of Paying (付款方式)
6-1 Signing the Bill (签帐单)
6-2 Paying with the Credit Card （用信用卡来付帐)
6-3 How to Pay for a Dinner Party of 200 People
(200人宴会如何结算）
Structure Study: V-ing (动句词和现在分词)
Function Study: Asking for Opinions (征求意见)
Exercises (练习）
CONSOLIDATION (复习）
PART IV SHOPPING ARCADE
商场部
INTRODUCTION (导言): The Manager's Remarks
(经理的话)
UNlT l At the Tourist Souvenirs Department
(在旅游记念品部)
l-l Greeting Customers (招呼顾客)
l-2 Recommending a Toy (推荐玩具)
1-3 Testing the Quality (检测质量)
Structure Study: V-ed (过去分词)
Function Study: Recommending (推荐)
Exercises (练习)
UNlT 2 At the Textile and Knitwear Department
(在纺织品部)
2-1 Talking about Fashion (谈论时装款式)
2-2 Choosing Colorful Silk Fabrics (挑选彩色丝绸面料)
2-3 "The Great Wall Is Very Close to Me. "
(长城与我很帖近)
Structure Study: will have done (将来完成时)
Function Study: Making Business Appointments
(业务约会)
Exercises (练习)
UNlT 3 At the Arts and Crafts Department
（在工艺品部）
3-1 Correcting Errors (纠正错误)
3-2 Holding One-price Policy (坚持货无二价方针)
3-3 Cooling Off a Persisteht Guest (摆脱客人纠缠)
Structure Study: Parenthesis (插入语)
Function Study: Declining (谢绝)
Exercises (练习)
UNlT 4 Pharmacy and Foodstuff (药品和食品)
4-1 Persuading the Customer to Buy (说服客人买东西)
4-2 Handling Difficult Situations (应付困难局面)
4-3 Wrapping the Goods (包装货物）
Structure Study: Ellipsis (省略）
Function Study: Stating Cautions and Prohibi'tions
(告诫和禁止)
Exercises (练习)
UNlT 5 Chinese Seal Cutting, Paintings and Stationery
(刻印、绘画和文具)
5-1 Making a Symbol of Love (爱的象征)
5-2 Bringing Up a Better Understanding of Chinese
Culture (深入了解中国文化)
5-3 Ancient Culture and New Skills (古文化与新手艺)
Structure Study: Inversion (倒装)
Function Study: Expressing Possibility (表达可能性)
Exercises (练习)
UNlT 6 At theCashier's Desk, etc (在帐台等)
6-1 Talking about Sizes (谈论尺码)
6-2 Showing by Comparison (货比货)
6-3 At the Cashier's Desk (在帐台)
Structure Study: Prepositions (介词)
Function Study: Hesitating (犹豫)
Exercises (练习)
CONSOLlDATlON (复习)
PART V ENGLlSH FOR HOTEL MANAGEMENT
饭店管理英语
INTRODUCTlON (导言): The General Manager's
Remarks （总经理的话)
UNlT l Hosting Guests (招待宾客)
l-l General Manager's Welcoming Speech
(总经理的欢迎辞)
l-2 Congratulating a Guest on Her Birthday
(祝贺客人生日)
1-3 PR Manager's Farewell Speech
(公关部经理的告别辞）
Structure Study: "could" and "would"
Function Study: Representing Someone or a Group
(代表个人或团体）
Exercises (练习)
UNlT 2 Sales Promotion (推销)
2-1 Making an Appointment (约会)
2-2 Talking about Hotel Reservations
(洽谈饭店预订事宜)
2-3 Negotiating on Terms (谈判价格）
Structure Study: "have to" and "must"
Function Study: Negotiating (谈判)
Exercises (练习)
UNlT 3 Public Relations (公共关系)
3-1 Arranging for a Convention (安排分议)
3-2 Offering Special Services (提供特别服务)
3-3 Soliciting Comments and Suggestions
(收集意见和建议)
(定冠词“the”的用法)
Function Study: Politely Asking for Information or Consent
(有礼貌地询问情况或征得同意)
Exercises （练习)
CONSOLIDATION (复习)
APPENDIX I ELEMENTARY ENGLISH FOR
HOTEL STAFF AND MANAGEMENT
(饭店员工、干部用基础英语)
1 Courtesy English (通用礼貌英语)
2 For Hotel Staff (饭店员工用)
3 For Hotel Management (饭店干部用)
4 For Hotel Shops (商场员工用)
APPENDIXⅡ USEFUL WORDS AND EXPRESSIONS
FOR HOTEL SERVICES
(饭店服务常用词语）
1 At the Beauty Center (在美容中心)
2 At the Fitness Center (在健身中心)
3 Common Abbreviations for Hotel Business
Terminology (饭店业通用缩略语)
APPENDIX Ⅲ MENUS OF CHINESE AND WES-
TERN CUISINES (中西菜谱举例)
1 Guangdong Cuisine (粤菜)
2 Sichuan Cuisine (川菜 )
3 French Cuisine (法国菜式)
4 Japanese Cuisine (日本菜式)
APPENDIX Ⅳ HOTEL ORGANIZATION CHART
(饭店机构表)
· · · · · · (收起)