2.1.1 Preparatory Work Before Opening- Front End 開業前準備工作-外場
2.1.2 Preparatory Work Before Opening- Back End 開業前準備工作-內場
2.1.3 Introduce New Staff Member to Crew 介紹新進員工
2.1.4 Taking Phone Reservations 電話訂位
2.1.5 Big Banquet and Convention宴會�會議
Unit 2: Dining Services用餐服務
2.2.1 Welcomes Guests and Ushering 歡迎客人的光臨與帶位
2.2.2 Full seats 客滿時的應對
2.2.3 Bartender 吧檯人員
2.2.4 Conversations Between the Kitchen and Waiters 廚房和服務員之間的對話2.2.5 Meals and Wine List 餐點與酒的搭配介紹
2.2.6 Introducing the Appetizers and Soups 介紹開胃菜和湯類
2.2.7 Introducing the Main Course 介紹主菜
2.2.8 Taiwanese Restaurant / Chinese Restaurant 台式餐廳�中式餐廳
2.2.9 Introducing Desserts and Drinks After the Meal 介紹甜點和餐後飲料
Unit 3: Handling Special Situations 特殊狀況處理.
2.3.1 Problems While Serving 服務時的問題(1)
2.3.2 Problems While Serving 服務時的問題(2)
Chapter 3: Hotel English旅館英語
Unit 1: Front Desk櫃台
3.1.1 Reservation Department 訂房服務
3.1.2 Introducing Different Types of Rooms 房型介紹
3.1.3 Greeting Guests and Safekeeping接待�寄放及保管物品
3.1.4 Morning Call Services, Laundry Service, Other Services 晨喚�洗衣�其他
3.1.5 Introducing the Stores Around the Hotel 周圍店家介紹
3.1.6 Mail Service, Lost and Found, Lost Room Keycard 代寄�失物招領�房卡遺失
3.1.7 Parking and Car Service 停車�租車服務
3.1.8 Wi-Fi Use, International Phone? Wi-Fi使用�國際電話
3.1.9 Check Out 退房
3.1.10 Foreign Currency Exchange 外幣兌換
3.1.11 Tour Information at Concierge 旅遊諮詢
Unit 2: Facilities/Housekeeping設施/房務部
3.2.1 Hotel Facilities 飯店設施
3.2.2 Furniture / Appliances 客房內傢俱�電氣用品
3.2.3 Complimentary Breakfast 早餐服務
3.2.4 The Room Service 客房服務
3.2.5 Resort / Villa 度假飯店
Unit 3: How to Handle Special Situations特殊情況處理
3.3.1 Deal with Guests’ Complaints 處理房客抱怨
3.3.2 Charge Additional Fee 向旅客收取額外費用
附錄? 常見單字
1. Meat and Seafood肉類海鮮
2. Fruits and Vegetables水果蔬菜
3. Breakfast Menus早餐
4. Tableware餐具
5. Coffee, Liquor and Alcohol 咖啡與酒類
6. Cooking Methods and Egg Cooking烹調手法與雞蛋煮法
7. Seasoning and Salad Dressing調味料與沙拉醬
8. Chinese Cuisine中餐菜名
9. Hospitality Staff從業人員職稱
10. Floor Plans and Space 樓層規劃與空間
序
作者序
There is an old joke. It goes like this, “How do I get to Carnegie Hall (a famous performance Hall in NYC)?” The answer? “Practice, Practice, Practice!” Learning a language has the same response. You have to practice speaking it. The goal of this book is to give you an organized and simple approach for practicing English in all areas of hospitality. You can use it alone or with a friend and you can open it to the section you need to know and start practicing the dialogues. By the end of the book, you will know most of the vocabulary needed in the field of hospitality and should be able to understand the requests of your English speaking guests.
English is a tricky language full of inconsistencies and odd slang, but it shouldn’t be scary to learn to speak it. By providing practical and realistic conversations to practice, the reader should be able to hone or her skills so that she speaks with a natural fluid voice. We hope you enjoy practicing it and that your hard work pays off! And when we come into your hotel or restaurant, show off your English! We’ll be delighted to hear it!
