作者：王艳,胡新莲
出版社：重庆大学出版社
格式: AZW3, DOCX, EPUB, MOBI, PDF, TXT
酒店英语(第2版)试读：
前言
高职高专行业英语系列教材之《酒店英语》是为了适应我国旅游业尤其是酒店业持续发展的需要而进行修订的行业教材。随着中国酒店的国际化发展，以及众多跨国酒店进入中国市场，酒店从业人员具备良好的英语交际能力，熟悉以英语为母语国家的语言文化背景，将有助于在接待国际旅客时，消除语言障碍，减小服务过程中因文化差异而导致的服务偏差，提高跨文化交际的能力，从而为国际游客提供全方位、高品质的服务。《酒店英语》的修订遵循了交际教学的原则，突出任务型的教学理念，结合了中国酒店业的发展现状和趋势，以及酒店业对人才的需求现状。旨在提高该专业学生和从业人员的英语交际能力，让学生和从业人员在酒店行业情景下，通过任务型教学，提高英语听、说、读、写、译的综合技能和培养学习者专业知识的实际应用能力。本教材的内容与任务设计与学习者的岗位技能训练密切相关，各单元主题的编写顺序，与酒店工作的实际流程一致，实用性强。在修订中就整本书的结构做了新的调整，由原来的5个章节变为4个章节，部分单元的主题也加以更换调整，单元结构也由原来的3个部分增加为4个部分，删除了冗长的内容，增加了实用环节，更加突出实训的特点。
全书修订后由4个章节组成，分别为：前台服务、客房服务、餐饮服务、其他辅助性服务。主题的4个章节又分别由4到6个单元组成，全书共18个单元。每个单元大致可以分为4个部分：“听与说”“读与练”“学与写”和“小组作业”。“听与说”包括热身口语练习、听力理解和情景对话。学生通过这部分的学习，能掌握最基本的服务用语。所选对话以工作场景为背景，以酒店员工和讲英语的外宾为对话主角，话题紧紧围绕着对客服务展开。学习者通过学习在实际工作中能够与外宾进行英语交流，更好地为外宾服务。“读与练”部分促进学习者对酒店各部门的岗位职责进一步的认识，并通过大量的练习题，包括思考题、阅读理解、完成句子、英汉翻译等，循序渐进地提高语言的综合水平。“学与写”主要通过学习酒店各部门在实际工作中所需要填写的表单，使学习者掌握酒店的职业技能和英语的读写能力。“小组作业”通过给予的两个情景，采取合作的形式，编写对话、小剧本进行表演展示，使学习者能对整个单元内容有全面的了解和深切的情景训练。
本书不仅可以作为中、高等职业院校学生的行业英语教材，还可以作为酒店一线员工的培训教材，自学教材及参考手册。
美国夏威夷大学的Larson Ng博士和Marcia Giese女士为全书进行了审阅，并提出了许多宝贵意见，在此表示感谢。
由于编者水平有限，缺陷和不足在所难免，恳请读者不吝批评指正。编者2014年9月
Chapter 1 Front Office
Unit 1 Room Reservation
Unit 2 Check-in
Unit 3 Concierge
Unit 4 Check-out
Unit 1 Room ReservationPart 1 Listen and TalkLead-inStudy the pictures below and discuss them．Then produce possible words and expressions that relate to the theme．Picture 1Picture 2Picture 3Picture 4
Write down descriptive key words and expressions on the lines below．Dialogue to Complete
Listen to the dialogue and then fill in the blanks with what you have just heard from the recording．
R＝Receptionist G＝Guest
R：Good morning，Sir．What can I do for you？
G：Yes，I 1）__________ for a single room here．
R：2）__________，sir，please！
G：Nicolas Katy．
R：Just a moment，sir，while I look through our list．Yes，we (1)do have a reservation for you，Mr．Katy．3）__________ while I prepare your key for you？
G：Yes．4）__________ for a minute，please？
R：Sure．Here you are．
G：I think I've 5）__________ everything correctly．
R：Let me see…Name，address，nationality，passport number，place of issue，6）__________．Oh，here，excuse me，sir．Do you know the date of your departure？Here，let me fill it in for you．You are leaving on…？
G：October 10th．
R：Now everything is 7）__________．And here is your key card，Mr．Katy．Your room number is 8）__________．It is on the 15th floor and the daily rate is 85 dollars．Here is your key card with all the information on your booking，the hotel services and the hotel rules on it．So please make sure that 9）__________．
G：OK．I'll take good care of it．
R：Now，Mr．Katy，I'll call 10）__________ and he'll take you to your room if you are ready．
G：Yes．Thank you．
R：I hope you will enjoy your stay with us．
G：I hope so．Thanks．Way to Speak
Learn how to speak by listening to and reading the dialogue samples carefully．Dialogue 1 A Phone Call Reservation
R＝Receptionist G＝Guest
R：Good Morning．Green Lake Hotel．Room Reservations．Can I help you？
G：I am calling from New York．I'd like to book a single room from the afternoon of July 10th to the morning of July 15th．(2)
R：Yes，we do have a single room available for those dates．
G：What is the rate，please？
R：The current rate is 100 dollars per night．
G：What services come with that？
R：For $100 you'll have a DVD player，a television，a landline，and an internet socket available if you have the computer with you，and a major international newspaper delivered to your room daily．
G：That sounds great．I'll take it．
R：Very good．May I have your name and phone number，please？
G：Sure，My name is David Johnson，and my phone number is 201-314-5563．
R：Mr．David Johnson，phone number is 201-314-5563… Excuse me，how do you spell your last name？
G：It's J-O-H-N-S-O-N．
R：J-O-H-N-S-O-N．Thank you，Mr．Johnson．May I have your arrival time on July 10th？
G：Around 8 p．m．
R：Mr．Johnson，for an unguaranteed reservation，we can only hold the room until 6 p．m．，this being in the middle of the peak season．However，if you make a guaranteed reservation，we can hold the room overnight．Would you like to make a guaranteed reservation？
G：Yes，please．Do you accept Visa Card？
R：We do．Could you read the number for me？
G：It's 234998106．
R：Thank you，Mr．Johnson．You've made a guaranteed reservation at the Green Lake Hotel，from July 10th to 15th for 6 nights．If you cannot arrive as scheduled，please inform us before 6 p．m．on July 10th．Thank you for calling and we look forward to serving you．Dialogue 2 A Group Reservation
R＝Receptionist G＝Guest
R：Good afternoon．Room Reservations．May I help you？
G：Yes．One Canada education delegation will be visiting Kunming by the end of this month．I'd like to know if you have any rooms available for nights of March 24th until the 28th．
R：May I know how many people there will be in the party？
G：40 persons．
R：What type of rooms would you like？
G：20 double rooms with twin beds．(3)
R：One moment please，sir．Yes，we can confirm that for you．That will be 20 rooms on the 24th of March through the 28th of the same month．Is that correct？
G：Yes，may I ask you please if you have any special rates for group reservations？
R：Yes，we could give you a 15 percent discount．
G：That would be very nice．Thank you very much．
R：By the way，may I have your name and phone number，please？
G：416-364-538，Mr．Paul．
R：416-364-538，Mr．Paul．Thank you for calling．We're looking forward to seeing you soon．Have a good day．Good-bye．
G：Good-bye．Part 2 Read and UnderstandQuestions to think about1. What information is included in the room reservation of a hotel？2. What are other forms of reservation besides the direct contact
with the hotel？(4)3. When reserving a room，what means do you usually choose，
by telephone，fax，E-mail or others？Why？Time to ReadReservation
The Reservation Department is a very important part of a hotel．More than a half of hotel guests make reservation in advance of their stay，so the Reservation Department usually becomes their first (5)contact with the hotel．To achieve its aims of profitability (6)efficiency，and make guests satisfaction，the hotel must have (7)(8)effective procedures and systems in handling guests' reservations．
Generally speaking，reservations can be made in different ways．As to room reservation，there are several steps in the booking (9)process．First，requests for reservations are received at the hotel through different means — by telephone，fax，letter，telegram and E-mails — or reservations can be made in person．
Second，when a reservationist receives a reservation request，he first checks the hotel's booking situation，so he can know the rooms availability in advance．
Third，the information about the guest and his stay is very important and should be recorded during the reservation process．Usually，it must contain such information like the guest 's name，address，telephone number，arrival date and time，and length of stay，type and number of rooms，method of payment，guests' special requests and so on．
Fourth，once the information about the guest is gathered and recorded，the Reservation Department should issue a reservation confirmation to the guest．This can be done with a fax or by sending a letter of confirmation to verify the information on the reservation record and the guest's needs．(10)
Fifth，in the event of cancellation，no matter what the reason is，cancellation of room reservation must be made to the hotel first by telephone and then in writing．
Finally，the reservationists will report all the reception bookings (11)and details of the guests to other departments with a forecast of (12)expected occupancy each day．In recent years，other forms of guests' reservation are appearing．First，it is the introduction of a computerized reservation network linking the different hotels in CRS（Central Reservation System）with each other．Second，many hotels have their own websites where guests can make reservations (13)by logging onto websites linking a preferred hotel．Third，the reservation system of the hotel is connected with major airline seat reservation systems and with computer terminals in the offices of important travel agencies．Thus the guests' reservations are more (14)easily facilitated．Notes to Study
1．In the event of cancellation，no matter what the reason is，cancellation of room reservation must be made to the hotel first by telephone and then in writing．
如果要取消预定，不管什么原因，应在第一时间以电话方式取消客房预订，然后再以书面形式告知酒店。
in the event of后跟名词或名词短语，在意义上相当于in case，表示条件，意为“万一，如果……发生”。例如：● In the event of his not arriving，the meeting will be put off to next
week．
如果他不到，会议就延期到下个星期。● In case he comes，please let me know．
如果他来了，请告诉我一声。
2．通常有两种酒店预订方式（1）Guaranteed Reservation保证性预订：如果客人要确保酒店保留其预订的房间，可采用保证性预订，通过使用信用卡、预付定金、订立合同等方法，来确保酒店应有的收入；而酒店则必须保证为其提供所需的客房，除非接到了预订者取消订房的通知，否则即使客人未抵店，也应保留客房至次日退房结账时限为止。（2）Unguaranteed Reservation非保证性预订：非保证性预订又可分为临时性预订（Simple Reservation）和确认性预订（Confirmed Reservation）。（3）临时性预订（Simple Reservation）指客人在即将抵达，或在抵店的当天进行的预订。酒店有权在下午六点前取消。（4）确认性预订（Confirmed Reservation）指酒店答应为预订者保留客房至某一时间，但如果客人到了截止时间（Cut-off Time）仍未抵店，又未通知酒店有关推迟抵店情况的，酒店可将其预订的客房另租给其他客人。ExercisesⅠ．Sentences to Explain
Explain the steps of processing hotel reservation in your own words．Ⅱ．Sentences to Complete
Complete the following sentences with appropriate forms of the words or phrases from the passage．1. More than __________ of the students are Bai people in this
class．2. As a manager，you should be good at __________ interpersonal
relationship．3. The information about the students is very important and should
be __________ during their school years．4. Senior Vice President Wolf said that room rates have remained
low since last year，but __________ rates have much improved．5. If you want to get the background information about Great
Britain，you can search for it by __________ Baidu or Google．Ⅲ．Sentences to Translate
Translate the following sentences into English．1. 我想取消已经预订的房间，因为旅行计划有所变化。2. 如果酒店能够接受预订，则预订人员需要填写预订表，并在预订
日志上记录相关的信息。3. 这家酒店为客人提供订票服务。4. 预订人员接到预订请求后要做的第一件事就是确认酒店在该期间
内是否有空房。5. 为了实现盈利的目标，酒店所有职员都必须尽可能地提高他们的
工作效率。Part 3 Learn and Write
Study the Reservation Confirmation Form and then fill in the information asked for．订房确认书Reservation Confirmation Form致：__________ 由：To：__________ From：__________传真号码：Fax No．：____________________亲爱的宾客：感谢您预订××酒店客房。我们对您的订房作以下确认，如有任何疑问或需做任何更改，请与我们联系。Dear Guest（s），Thank you for your reservation at × × Hotel．If you have any questions and any changes to your reservation，please contact us as soon as possible．客人姓名： 房间类型：Guest Name：__________ Room Type：__________入住时间： 离店日期： 房价：Arr．Date：__________ Dept．Date：__________ Room Rate：__________付款方式：□现金 □转账 □信用卡Payment：□Cash □Transfer Accounts □Credit Card信用卡： 卡号： 有效期：Credit Card：__________ Card No．：__________ Valid：__________备注：Remarks：____________________经办人： 日期：Prepared by：__________ Date：__________Thank for your reservation．如果抵店时间未明确相告，所订的房间将保留至当天下午6：00。Should arrival time not be stated，reserved room will be held until 6：00 p．m．为了确保您的订房，请将您的信用卡号码及有效期限通知我们，或预付一晚房租的定金。To guarantee your booking，please advise us your credit card number and date of valid or deposit in advance．××酒店订房部Reservation Dept．，××Hotel地址Address： 邮政编码Post Code：电话Tel： 传真Fax： 电子邮件E-mail：Part 4 Mini Project
Study the two situations below and choose one to create scripts in pairs or groups．Shoot videos innovatively based on the scripts and share them in the class．Situation 1
Mr．Jordan calls from London and he wants to reserve a suite at the Green Lake Hotel for 5 days from the afternoon of April 14th until the morning 18th．
Role A：A reservationist working in the Green Lake Hotel．
Role B：Mr．Jordan，calling from London，who wants to reserve a suite for 5 days．Useful ExpressionsMay I know single room／double What services come your…？roomwith that？look forward to seeing make a reservationyou…Situation 2
Miss White，from San Francisco，is the guide of a tourist party and wants to reserve rooms at Kunming Hotel for 7 days from the afternoon of March 10th until the morning of 16th．
Role A：A reservationist working in the Kunming Hotel．
Role B：Miss White with a tourist party from San Francisco to Kunming．Useful ExpressionsI'd like to know if you have any tourist partyrooms for…Is there any special rate for…？double rooms with twin bedsUnit 2 Check-inPart 1 Listen and TalkLead-in
Study the pictures below and discuss them．Then produce possible words and expressions that relate to the theme．Picture 1Picture 2Picture 3Picture 4
Write down descriptive key words and expressions on the lines below．Dialogue to complete
Listen to the dialogue and then fill in the blanks with what you have just heard from the recording．
TG＝Tour Guide R＝Receptionist
R：Good afternoon．1）__________？
TG：That's me．
R：2）__________？My name is David．3）__________．Let me just 4）__________ for your tour group．
TG：I see，okay．
R：5）__________ in the number of your group？
TG：No．
R：6）__________ is at 8：00 tomorrow morning．Is this correct？
TG：No．We'd like to change our check-out time to 7）__________ and a wake up call at 7：30 a．m．，please．
R：8：30 a．m．No problem．We can 8）__________ at 7：30 a．m．Is there anything else I can help you with？
TG：No．That's all．
R：If there are any future changes，feel free to 9）__________．10）__________．Way to Speak
Learn how to speak by listening to and reading the dialogue samples carefully．Dialogue 1 Check-in Procedure
C＝Clerk G＝Guest
C：Good afternoon．Welcome to Seaside Hotel．May I help you，madam？
G：Yes，I'd like to check-in，please？
C：Certainly，madam．May I have your name？
G：Yes，it's Martha Edwards．
C：Do you have a reservation with us，madam？
G：Yes，I do．For tonight．
C：Just a moment，please，while I'll check our reservation records…
Thank you for waiting，madam．Your reservation is for a single (1)room for three nights．Could you fill out our registration card，please？
G：Sure．（fill out card）
C：May I reconfirm your departure date？
G：Yes，I will be leaving on the 6th．
C：How would you like to make payment？(2)
G：With my American Express Card．
C：May I scan your card，please？Thank you，madam．Your room is on the fourth floor，Room 403．Now，if you wait just a moment while I summon the bellman．The bellman will show you to your room．I hope you will enjoy your stay at our hotel．Dialogue 2 Receiving Walk-in Guest
R＝Receptionist G＝Guest
R：Good afternoon．Welcome to Blue Sky Hotel，how can I help you？
G：Good afternoon．We've just arrived from Shanghai．Do you have any rooms available？
R：Do you have a reservation？
G：I'm afraid not．
R：Wait just a moment，while I'll check to see if there's a (3)vacancy… Yes，there are rooms available．How many nights are you staying？
G：Just tonight．
R：Would that be for single or double occupancy？
G：Double．What is the room rate，please？
R：480 yuan per night．(4)
G：Can you give me a discount？
R：No，I'm sorry，we only give a discount for longer stays．
G：That's understandable，I'll take it．
R：Could you fill out the registration form，please？
G：Sure．（After filling out the form）Here you are．
R：May I see your passport？
G：Here it is．
R：How would you like to pay？
G：By credit card．(5)
R：Thank you．This is your receipt for paying in advance．Please keep it for your records．
G：Thank you．
R：Here is your room card．The bellman will show you the room and take your luggage．
G：Thank you．
R：My pleasure，and I hope you will enjoy your stay here．Part 2 Read and UnderstandQuestions to think about1. What belongings of the guests can be taken care of by the Front
Desk？2. What's the primary function of the Front Desk？3. How does a guest register at the Front Desk？Time to ReadThe Front Desk(6)
The Front Desk is the term that designates the counter where the guests register，pick up their keys and mail，request information，store their valuables in a safe，and pay their bills．It is the nerve center of the hotel．
The primary functions of the Front Desk are to receive and register guests and to make sure that rooms to which the guests are assigned are the rooms that were specifically requested．
Process of registration involves greeting the guests，registering (7)(8)them in their requested accommodations，negotiating room (9)rates，determining the length of stay，and noting any specific requirements during the stay．In addition，the hotel is responsible for (10)determining the credit worthiness of guests．In most hotel operations，the Front Desk requires a major credit card or some other letter of credit to establish guests' ability to pay．
In the process of registration，the registration clerk will look up (11)the reservations for the incoming guests or the availability of rooms if the guests do not have a confirmed reservation．After the reservation has been found or the availability of the accommodations has been confirmed，the clerk will then ask guests to fill out the registration form indicating their names，current addresses，billing (12)addresses（if approved），and the types of payment．The registration form must then be signed indicating that they understand the type of accommodations，the length of stay，the room rate to be (13)paid and charges for additional amenities at or arranged through the hotel．Notes to Study
1．The Front Desk is the term that designates the counter where the guests register，pick up their keys and mail，request information，store their valuables in a safe，and pay their bills．“前台”这个名称是指顾客登记、领取钥匙和邮件、问事、存放贵重物品于保险箱和付账的柜台。
这是一个复杂句。that引导的定语从句修饰term，在此从句中又包含一个由where引导的定语从句，并且该从句有五个并列的谓语动词。
2．The registration form must then be signed indicating that he understands the type of accommodations，the length of stay，the room rate to be paid and charges for additional amenities at or arranged through the hotel．
然后客人必须在登记表上签字以示他明白自己所需的房间种类、居住时间、需支付的房费和酒店提供或通过酒店安排的其他娱乐场所的费用。
现在分词indicating和其逻辑宾语that引导的从句充当目的状语。ExercisesⅠ．Sentences to Introduce
Introduce the function of the Front Desk and the process of registration at a hotel in your own words．Ⅱ．Sentences to Complete
Complete the following sentences with appropriate forms of the words or phrases from the passage．1. The town has been __________ a development area．2. The guests in the hotel can __________ their belongings at the
Front Desk if necessary．3. We have __________ the reservation for you and your wife，Mr．
Smith．4. Could you fill in the __________ form，please？5. I will make a __________ of my account by check．Ⅲ．Sentences to Translate
Translate the following sentences into English．1. 上周我预订了一个两晚的双人房。2. 这是您房间的钥匙，请务必保管好。3. 前台有存放贵重物品的保险柜。4. 这个价格包括三顿正餐。5. 希望你住得愉快。Part 3 Learn and Write
Study the Registration Form and then fill in the information asked for．Registration FormPart 4 Mini Project
Study the two situations below and choose one to create scripts in pairs or groups．Shoot videos innovatively based on the scripts and share them in the class．Situation 1
Role A：A clerk working at the front office．
Role B：Judy Anderson，a guest，who wants to stay two nights in the hotel．Useful ExpressionsI called a few days ago and made a How can I help you？reservation．Have a nice day．Situation 2
At the Front Desk，a guest comes in for inquiring about the availability of rooms．
Role A：A receptionist at the front desk．
Role B：A guest without a reservation．Useful ExpressionsDo you have any rooms How long will you be staying？available？Would you like a single room That will be $120 per night．with a double bed？Unit 3 ConciergePart 1 Listen and TalkLead-in
Study the pictures below and discuss them．Then produce possible words and expressions that relate to the theme．Picture 1Picture 2Picture 3Picture 4
Write down descriptive key words and expressions on the lines below．Dialogue to Complete
Listen to the dialogue and then fill in the blanks with what you have just heard from the recording．
G＝Guest S＝Staff
S：Excuse me，but are you Mr．Milton from the ABC Trading Company？
G：Yes．My name is David Milton．
S：My name is Li Wei．I'm from Ramada Shanghai Hotel．1）__________．
G：2）__________？
S：How do you do？3）__________！
G：4）__________ this beautiful city and now I can 5）__________．
S：I hope you'll 6）__________ here．
G：I'm sure I will．
S：7）__________？
G：Yes，my things are all in the suitcase．
S：8）__________ the suitcase，Mr．Milton
G：No，9）__________，thank you all the same．(1)
S：Well，we have a limousine over there to take you to the hotel．This way，please．
G：Wonderful．10）__________．Way to Speak
Learn how to speak by listening to and reading the dialogue samples carefully．Dialogue 1 A Doorman Is Meeting Guests
A＝Doorman B＆C＝Guests
A car pulls up in front of the gate of Lake View Garden Hotel and a doorman goes forward to meet the guests，opening the door of the car for them．
A：Good evening，sir and madam．Welcome to our hotel．
B：Good evening．
A：（Opening the trunk，taking out the baggage and looking at the name on the baggage tags）
I'm the doorman，sir．So have you got altogether four pieces of baggage？
B：Err．Maybe five，Margaret？
A：Five？Oh，sorry．Let me have a check again．
C：Oh，no，Henry．Always poor memory！We've got only four．
B：I see．（To the doorman）Sorry，boy．You're right．Four pieces．
A：Never mind，sir．The reception desk is straight ahead．After you，please．
B：Yes，thank you．(2)Dialogue 2 Escorting a Guest to the Room
试读结束[说明：试读内容隐藏了图片]