饭店服务英语

章节摘录

　　In the food service business, beverage service is extremely profitable. Many establishments offerdrinks as part of the complete meal service, but for many others drinks are the principal part of thebusiness. There are different kinds of places that primarily serve alcoholic beverages: in the UnitedStates the most common is a bar （called a pub, short for public house, in England） with a long counterfrom which drinks are dispensed; a cocktail lounge usually has a bar, small tables, a relaxedatmosphere, and minimal entertainment; a tavern is an older term for a similar place which is usuallyin a residential or industrial neighborhood; night clubs offer the additional attractions of dance music,meals, and entertainment.　　In restaurants where alcoholic beverages are part of the meal service, they can be grouped into threecategories: before-dinner, with-dinner, and after-dinner drinks. The most common before-dinner drinkis the cocktail, a concoction of liquor （such as gin, rye, and rum which are 80 to 100 proof） andingredients such as bitters, fruit juices, ice and fruit. Some before-dinner drinks are unmixed, such asvermouth and sherry: these are usually called aperitifs after the French term meaning to stimulate theappetite.　　Drinks served with the meal are usually wine and beer. The customer makes a choice from a winelist, a menu of wines offered by the restaurant, listing the types and vintages. Some restaurants that areparticularly luxurious employ a wine steward or sommelier that has information about the wines, takesorders, and serves them.

前言

　　本书是教育部新世纪高职高专教育人才培养模式和教学内容体系改革与建设项目成果教材。　　本书从饭店从业人员的实际工作需要，尤其是从提高饭店服务人员的英语交际能力出发进行构思、设计和编写，形式新颖、选材独到、内容丰富、语言规范、针对性强，对提高高职高专院校饭店管理与服务专业学生的英语交际能力具有实用价值。　　本书共有四个专题二十七个单元，每个单元由三个部分组成：　　第一部分为教学与考核要点，给出的是本单元的讲授、学习与考核要点。其目的是使教师和学生把握本单元的教学重点，使其教有目标、学有方向、考有重点。　　第二部分为情景对话，内容的编排按照客人住店的时空顺序依次展开。前厅、客房部分情景对话的编排次序为预订客房、登记入住、进入房间、收发洗衣、问讯、投诉、结账离店；餐厅部分情景对话的编排次序为订位、安排入座、点菜、席间服务、投诉、结账等。对话情景的选择贴近饭店各相关部门的工作实际，所用语言简洁、规范，针对性和实用性强，便于学生学习、理解和掌握，更有利于学生英语口语交际能力的训练和提高。　　第三部分为相关知识链接，安排一至两篇与本单元情景对话内容相关的阅读材料。具体内容涉及饭店的划分、饭店相关部门介绍、员工工作职责、客房的类型、中餐分类、餐桌礼仪、如何处理投诉等等，旨在扩大学生的词汇量、拓宽学生的知识面，并对情景对话部分形成辅助和支撑。　　在情景对话和阅读材料之后，安排了精心设计的练习，便于学生对相关知识点和语言点的进一步理解和掌握。　　本书构思独特、内容新颖、实用性强、使用面广，既可作为高职高专院校饭店管理与服务专业的专业教材，也可供饭店从业人员或其他自学者学习之用。本书还配有录音光盘，可作为听、说训练的素材。

书籍目录

Workshop One English For Front OfficeUnit One ReservationPart One Key Points for Teaching，learning&Assessment in the UnitPart Two Sample CommunicationSample I Receiving a Reservation（Basic Procedures）Sample II We Are Fully BookedPart Three Related Background KnowledgeReading Material Advance ReservationsUnit Two ReceptionPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I A Guest with Advance Reservation Checks inSample II Registering a Tour GroupPart Three Related Background KnowledgeReading Material What Should Hotel Receptionist Do?Unit Three Bell ServicePart One Key Points for Teaching，Leaning&Assessment in the UnitPart Two sample CommunicationSample I Receiving a Guest&Bringing Him to His RoomSamPle II Running Errands for GuestsSample III Getting down the Luggage before the Guests Check outSanple IV Hiring a TaxiPart Three Related Backgound KnowledgeReading Material The Front Desk EmployeesUnit Four Money ExchangePart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Normal TransactionSample II The Night Change LimitsSample III A Guest Wants to Change Travelers CheckPart Three Related Background KhowledgeReading Material The Accounting DepartmentUnit Five Telephone OperatorPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I An Overseas CallSample II Morning CallSample III Taking a MessagePart Three Related Background KnowledgeReading Material Guide to Telephone BehaviorUnit Six InformationPart One Key Points for Teaching，Learing&Assessment in the UnitPart Two Sample CommunicationSample I Inquiring about Telephone FeeSample II Giving InformationSample III Posting a LetterPart Three Related Background KnowledgeReading Material Ways of Categorizing HotelsUnit Seven ComplaintsPart One Key Points for Teaching，Learing&Assessment in theUnitPart Two Sample CommunicationSample I Misunderstanding in FrontDeskSample II All Is a MessSample III Changing a RoomSample IV MissingPart Three Related Background KnowledgeReading Material I Khowing the HotelReading Material II Coping with Customer ProblemsReading Material III How to Deal with ComplaintsUnit Eight Paying the Bill and Checking OutPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Paying by Credit CardSample II Paying Cash in US DollarsSample III Checking outPart Three Related Background KnowledgeReading Material What Does a Cashier Pay Attention to?Workshop Two English For Housekeeping DepartmentUnit Nine Room CleaningPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Housekeeping（Basic Procedures）Sample II Being Asked to Clean the Room EarlierSample III Turn down ServicePart Three Related Background KnowledgeReading Material I Housekeeping DepartmentReading Material II Standards for Turn down ServiceUnit Ten Guests’RequestsPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Morning CallSample II Asking for an Extra BedSample III Borrowing SomethingPart Three Related Backgrount KhowledgeReading Material I Some Other Hotel ServiceReading Material II Room TypesUnit Eleven Laundry and Valet ServicePart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Thking LaundrySample II Delivering Laundry by MistakePart Three Related Background KhowledgeReading Material What Do Customers Really Want?Unit Twelve Lost and FoundPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I My Camera Is MissingSample II Mailing the Lost Property to its OwnerPart Three Related Background KnowledgeReading Material Hotel ServicesUnit Thirteen Damage and CompensationPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I DamageSample II CompensationPart Three Related Background KnowledgeReading Material PromotionUnit Fourteen Problems and MaintenancePart One Key Points for Teaching，Leaning&Assessment in the UnitPart Two Sample CommunicationSample I TelevisionProblemsSample II The Smoke Detector is FlashingSample III Thereis Somethingw士ong with出eToilet………………Sample IV People Next Door are Very NoisySample V The Light is Too DimSample VI The Air Conditioner ProblemsPart Three Related Background KnowledgeReading Material EngineeringWorkshop Three English For Food And Beverage DepartmentUnit Fifteen Restaurant ReservationPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Accepting a ReservationSample II Refusing a ReservationPart Three Related Background KnowledgeReading Material Food and Beverage DepartmentUnit Sixteen Receiving DinersPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Seating GuestsSample II There isnt a TableSample III Seating Walk-in GuestsPart Three Related Background KnowledgeReading Material Restaurants Categorized by ServicesUnit Seventeen Taking Orders and RecommendationsPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I What Would You Like to Order?Sample II RecommendationPart Three Related Background KnowledgeReading Material Special CuisineUnit Eighteen BreakfastPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Having the Continental BreakfastSample II A Chinese BreakfastPart Three Related Backpound KnowledgeReading Material MealsUnit Nineteen DinnerPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I A La CarteSample II The Chefs SpecialtiesSample III With a PerformancePart Three Related Background KhowledgeReading Material Table MannersUnit Twenty Chinese Food RestaurantPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Introducing Chinese FoodSample II Ordering a Chinese DinnerSample III A Special MealPart Three Related Background KhowledgeReading Material I The Culinay Arts of ChinaReading Material II Local CuisineReading Material III Chinese BanquetUnit Twenty-One Western Food RestaurantPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I At the RestaurantSample II Western FoodPart Three Related Background KnowledgesReading Material I Donts at the TableReading Material II Western BanquetUnit Twenty-Two Room ServicePart One Key Points for Teaching，Leaning&Assessment in the UnitPart Two sample CommunicationSamPle I The Procedure of Room ServiceSample II Ordering BreakfastPart Three Related Background KhowledgeReading Material How to Meet GuestsNeedsUnit Twenty-Three Buffet and Coffee ShopPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I BuffetSample II Coffee BreakPart Three Related Background KhowledgeReading Material I Personnel Structure in the Foodservice IndustryReading Material II Coffee BreakUnit Twenty-Four ComplaintsPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two Sample CommunicationSample I Complaints about Food（I）Sample II Complaints about Food（II）Sample III Complaints about Service（I）Sample IV Complaints about Service（II）Part Three Related Background KnowledgeReading Material Learn to Be Good at ConversationUnit Twenty-Five PaymentPart One Key Points for Teaching，Learning&Assessment in the UnitPart Two sample CommunicationSample I By Credit CardSample II By Travelers ChecksPart Three Related Background KhowledgeReading Material I Giving the BillReading Material II A New Way to Handle AccountsUnit Twenty-Six At the BarPart One Key Points for Teaching，Leaning&Assessment in the UnitPart Two Sample CommunicationSample I Chatting in the BarSample II At the BarPart Three Related Background KhowledgeReading Material Beverage ServiceWorkshop Four English for Other DepartmentsUnit Twenty-Seven English for Other DepartmentsPart One Health ClubPart Two Business CentrePart Three Post OfficePart Four ShoppingPart Five Beauty ParlorAppendix IAppendix IIUseful Sentence Patterns for Hotel ServiceCommonly Used Words and Terms in HotelsReferences

作者简介

《饭店服务英语》是教育部新世纪高职高专教育人才培养模式和教学内容体系改革与建设项目成果教材，是组织有关教育部高职高专教育专业教学改革试点院校编写而成的。全书由四个专题共二十七个单元组成，每个单元包括教学与考核要点、情景对话和相关知识链接三个组成部分。书后附有饭店服务英语常用句型和专业词汇。《饭店服务英语》还配有录音光碟，可作为听、说训练素材。《饭店服务英语》可作为高等职业院校、高等专科院校、成人高等院校、本科院校高职教育相关专业学生的学习用书，也可供五年制高职院校、中等职业学校学生及社会从业人员使用。

图书封面

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