Part One Hotel Courtesy English
Unit 1 Hotel Courtesy English
Part Two Food and Beverage Department
Unit 2 Reserving the Table
Dialogue One: Reserving the Table
Dialogue Two: Changing the Dinner
Time
Text : Banquet Service
Dialogue Three: Banquet Reservation
Unit 3 Receiving the Guest
Dialogue Four: Receiving the Guest
Dialogue Five: Receiving the Guest who has
no Reservation
Dialogue Six: Recommending the Guest to
Wait
Unit 4 Taking Order
Text: Knowledge about Western Food
Dialogue Seven: Taking Order about Western
Food
Dialogue Eight: American-Style
Breakfast
Text: Knowledge about Chinese Food
Dialogue Nine: Taking Order about Chinese
Food
Unit 5 Bar Service
Text: Knowledge about Beverage
Dialogue Ten: At the Bar
Dialogue Eleven: Ordering the Foreign
Wine
Dialogue Twelve: Ordering the Chinese
Wine
Unit 6 Service during the Meal
Dialogue Thirteen: Service during the Meal
1
Dialogue Fourteen : Service during the
Meal 2
Dialogue Fifteen : Service during the Meal
3
Unit 7 Settling the Bill
Dialogue Sixteen: Setding the Bill for the
Staying Guest
Dialogue Seventeen: Setding the Bill in
Cash
Dialogue Eighteen: Settling the Bill by
Credit Card
Part Three The Front Office and Housekeeping Service
Unit 8 Reservation Desk
Dialogue Nineteen: Reserving the
Room
Dialogue Twenty: Group Reservation
Unit 9 Reception Desk
Dialogue Twenty-One: Receiving the
Guest
Dialogue Twenty-Two: Receiving the Group
Guests
Dialogue Twenty-Three: Recommending the
Local Restaurant
Dialogue Twenty-Four: Morning Call
Dialogue Twenty-Five: Handling the
Complaints
Unit 10 Bellman''s Service
Dialogue Twenty-Six: Leading the
Guest to the Room
Dialogue Twenty-Seven: Introducing
the Hotel and the Service Facilities
Unit 31 Floor Attendant''s Service
Dialogue Twenty-Eight: Cleaning the
Room 1
Dialogue Twenty- Nine : Cleaning the
Room 2
Dialogue Thirty: Dealing with the
Emergency Taking Care of the Sick Guest
Dialogue Thirty-One: Introducing the
Laundry Time and the Price
Dialogue Thirty-Two: Returning the
Laundry
Unit 12 Check-out
Dialogue Thirty -Three: Exchanging
the Money for the Guest
Dialogue Thirty -Four: Settling the
Bill in Cash
Dialogue Thirty-Five: Settling the
Bill by Credit Card
参考书目
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