酒店英语（第2版）

·*高等学校高职高专餐旅管理与服务类专业教学指导委员会优秀教材！
·英语专业学生、酒店服务人员必学的英语口语书！
·地道酒店英语脱口说，从容应对酒店行业不同场景中的英语对话！
·一线教师精心编写，知名专家审订！
·全面提升跨文化交际能力，做求职与职场上的抢手人才！

《酒店英语(第2版)》基于酒店的各种工作情境进行构思、设计和编写，着重从提高酒店从业人员的英语交际能力出发，同时兼顾酒店理论知识的提升。

《酒店英语(第2版)》在内容上涉猎广泛，专业性和实用性强。从酒店概述到酒店工作过程，主题包括客房预订、应接服务、入住登记、礼宾服务、客房服务、订餐、引位、点菜、上菜、送餐、解决投诉、餐饮结账、娱乐休闲服务、商务服务、退房等。以场景主题描述为主，使学生能够与客人进行情景模拟交流。

在《酒店英语(第2版)》的编写过程中，作者广泛听取各类星级酒店员工的建议和意见，它可作为高等职业院校、高等专科院校、成人高等院校、本科院校酒店管理专业、旅游管理专业教材，也可作为酒店、餐饮业员工的培训用书。

张丽君，青岛酒店管理学院教授。

CHAPTER I
AN OVERVIEW OF HOSPITALITY INDUSTRY

CHAPTER II
FRONT OFFICE AND ITS SECTIONS
Lesson 1 An Introduction to the Front Office
Lesson 2 Room Reservations
Lesson 3 Bell Service
Lesson 4 Concierge Service
Lesson 5 Check in
Lesson 6 Telephone Service
Lesson 7 Business Center
Lesson 8 Cashier’s Service

CHAPTER III
The Housekeeping Department and Its Sections
Lesson 1 An Introduction to the Housekeeping Department
Lesson 2 Regular Services
Lesson 3 Laundry Service
Lesson 4 Personalized Housekeeping Service
Lesson 5 Dealing with Emergencies

CHAPTER IV
FOOD AND BEVERAGE DEPARTMENT
Lesson 1 About the Food & Beverage
Lesson 2 Taking Restaurant Reservations
Lesson 3 Hosting
Lesson 4 Taking Orders
Lesson 5 Serving Dishes
Lesson 6 Bar Service
Lesson 7 Room Service
Lesson 8 Paying the Bill

CHAPTER V
HEALTH AND THE RECREATION CLUB
Lesson 1 About the Health & the Recreation Club
Lesson 2 Beauty Salon
Lesson 3 Gym
Lesson 4 Sauna Bath and Spa
Lesson 5 Swimming, Golf and Karaoke

CHAPTER VI
OTHER SERVICES IN THE HOTEL
Lesson 1 Dealing With Complaints
Lesson 2 Shopping

在世界交往日益频繁的趋势下，英语作为国际交往中的主要语言，其重要性越来越明显。可以说，具备良好的英语能力，才能适应未来世界的脉动。中国酒店业是早与国际接轨的行业之一，但英语却始终是阻碍我国酒店业服务质量进一步提升的瓶颈。为此，我们编写了本书，旨在让我们的酒店从业人员能够用英语进行基本的交流，从而在各自的岗位上尽显才能、提供更高品质的服务。
本书基于酒店的各种工作情境进行构思、设计和编写，着重从提高酒店从业人员的英语交际能力出发，同时兼顾酒店理论知识的提升，可作为高等职业院校、高等专科院校、成人高等院校、本科院校酒店管理专业、旅游管理专业教材，也可作为酒店、餐饮业员工的培训用书。
本书在内容上涉猎广泛，专业性和实用性强。从酒店概述到酒店工作过程，主题包括客房预订、应接服务、入住登记、礼宾服务、客房服务、订餐、引位、点菜、上菜、送餐、解决投诉、餐饮结账、娱乐休闲服务、商务服务、退房等。以场景主题描述为主，使学生能够与客人进行情景模拟交流。
全书共分为6章。Chapter Ⅰ为酒店概述；在Chapter Ⅱ～Ⅵ中，各章依据工作情景设置相应的几个学习模块，每一模块就是一课，每一课涵盖以下八大特色栏目。
(1) 开篇(Preamble)：简介本课内容，阐述本课学习目标。
(2) 导入(Lead-in Activity)：学生在学习每课之前，根据一组图片，先进行小组讨论，然后师生互动讨论，为每课内容的学习做热身准备。
(3) 业务知识(Professional Knowledge)：探讨专业背景知识，介绍酒店服务的基本程序与酒店管理的基本理论，以凸显专业英语教材的特点。
(4) 情景会话(Situational Conversations)：对话力求贴近和涵盖酒店工作的实际情景，使教学内容具有实用性，并在对话后提出问题。
(5) 词库(Word Bank)：前一栏目中的新词、难词，包括词的发音、词义及例句等。
(6) 实用句型总结(Useful Expressions)：总结本课常用句型及表达方法，以便于模块式记忆与查阅。
(7) 课外练习题(Activities)：根据每课的教学内容，有针对性地设计练习，供学生学习和讨论。
(8) 礼仪常识(Etiquette Tips for Daily Life)：介绍酒店接待服务活动中涉及的礼仪与礼节，提升酒店从业人员的跨文化交际能力。
本书力图摆脱一般教科书的刻板性，增强其行业的针对性和灵活性，因此在编写过程中，我们广泛听取各类星级酒店员工的建议和意见，经过反复推敲，确定了终的体例和内容。本书版上市后，我们收到了广大读者的众多好评及修改建议，我们据此对第二版内容进行了修正、补充与更新。此外，本书的附录及电子课件，读者可在清华大学出版社官网上进行下载。
由于酒店英语所涉及的内容广泛且不断发展，加之编者水平有限，书中难免存在疏漏与不足，敬请广大读者不吝指正。

CHAPTER Ⅱ  FRONT OFFICE AND ITS SECTIONS
Lesson 1  An Introduction to the Front Office

Preamble
The basic business of a hotel is to sell rooms. The front office is the department which is responsible for the thorough systematic methods of reservation, registration and assigning of rooms. The front office is the first and last point of contact with every guest and thus it plays a vital role in the hotel image building.
Front office is the first department that we will be studying about a hotel in the lesson.
At the end of this lesson, you should be able to:
• Memorize the specialized terms and expressions
• List the function areas of the front desk/front office
• State the importance of the front office
• Tell the function of the front office
Lead-in Activity
Pre-speaking：Look at the pictures below. Where is the hotel front office usually located? What services can you find at a hotel front office? What qualities does a receptionist need? Would you like to be a receptionist? Compare your answers with your partner’s.
Professional Knowledge
1. Front office functions
The front office is usually located close to the main entrance of the hotel. The front office of a hotel is not only its “ shop window ”, but also its “ nerve center ”.
• It is a liaison between the guest and the hotel.
• It is the focus of guest requests for information and service as well as the profit center of room sales.
Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the frontoffice staff.
The front office functions can be divided into nine general areas:
• Reservation
• Reception
• Operators
• Bell service
• Mail and information
• Concierge
• Health and recreation center
• Business center
• Cashiers and night auditors
2. Receptionist duties
Hotel receptionists are responsible for making guests feel welcome, dealing with room bookings and cancellations, and handling general requests made by guests during their stay.
As a hotel receptionist, your main duties would include the following:
• Dealing with reservations and cancellations by phone, e-mail, letter, fax or face-toface
• Checking guests into the hotel, allocating rooms and handing out keys
• Checking guests out of the hotel, preparing bills and taking payments
• Handling foreign exchange
• Taking and passing on messages to guests
• Dealing with special requests from guests, such as booking theatre tickets, or storing valuables
• Answering questions about facilities in the hotel and the surrounding area
• Dealing with complaints or problems
In large hotels, you would use a computerized system to make reservations and keep room bookings and availability details up-to-date. You would work as a part of a team and you may specialize in one specific aspect of this role such as telephone reservations or checkouts.
In small hotels, your duties may include a wider range of tasks such as showing guests to their rooms and serving drinks in the bar.