作者：赵小玲
出版社：暨南大学出版社
格式: AZW3, DOCX, EPUB, MOBI, PDF, TXT
酒店服务与管理专业基于工作过程系统化系列教材·酒店英语试读：
前言
《酒店英语》是酒店服务与管理专业基于工作过程系统化的核心教材之一。教材以国家职业标准为依据，以综合职业能力培养为目标，根据典型工作任务和工作过程而编写。其特点是以酒店服务与管理典型工作任务为载体，以学习者为中心，按照工作过程的顺序来设计学习情景和教学活动。本教材内容由“前厅服务英语”、“餐厅服务英语”、“客房服务英语”三大学习情景，内设二十项工作任务，以及供学习者参考的“Sample Dialogues（样例）”和“Appendices（附录）”构成。其中，每项工作任务包含了Learning Objectives（学习目标）、Hotel Situation（情境导入）、Working Procedures（工作程序）、Working Knowledge（工作知识）、Hotel Task（酒店任务）、Activity（语言活动）、Task Evaluation（任务评估）七项活动，学习目标明确，针对性强，强调学以致用，使学生在学习中体验工作责任和经验，在工作中学习知识与技能，促进其对酒店职业英语知识的建构。本书融“教、学、做”为一体，教学模式新颖，内容丰富，既适用于酒店服务与管理专业的教学，也适用于酒店行业、企业员工职业英语培训。
在本教材编写过程中，承蒙校企合作单位广州首旅建国酒店有限公司、广州市嘉逸国际酒店有限公司、广东大厦等多家企业大力支持，暨南大学出版社总编史小军教授对本书的出版也给予了具体的指导和帮助，对此我们深表谢忱。
此外，衷心感谢同行专家、本教材主审——中国教育学会外语教学专业委员会“教学研究与教师教育指导委员会”委员、广州大学外国语学院外语教育研究中心副主任、硕士生导师马静雅副教授给予的指导和帮助。
由于时间仓促和水平有限，教材中难免存在疏漏之处，恳求同行和读者予以指正。编者2013年6月
总序
随着经济全球化的迅猛推进，中国已逐步迈进世界旅游大国的行列，酒店业的飞速发展使其对服务型人才所具备的能力素质要求不断提高。为培养具备综合职业能力的高技能酒店服务与管理人才，编者以“工学结合”为指导思想，引入国外先进职教理念，深入广州地区酒店行业及企业实地咨询、访谈和调研，以酒店岗位从业人员的实际工作任务为主线，依托校企合作，共同对酒店服务与管理人才培养模式、培养目标、职业能力和课程设置进行分析及定位，提炼典型工作任务，创新并开发了基于工作过程的“酒店服务与管理专业”系统化系列教材。
该系列教材的创新点在于摆脱了传统学科知识型的教学模式，突出以学习者为中心，以酒店服务典型工作任务为载体，课程目标更具“定向性”，学习内容体现了“应用型”，促进了酒店服务与管理专业教学的实践性、开放性和职业性，为酒店服务企业“量身裁衣”，培养人才，也为学习者的职业生涯和成长提供了发展的空间，从而达到行业、企业的用人需求和高技能人才职业生涯发展需要，即“职业+人生”的完整一体，增加了从业人员的职业认同感与综合职业能力。
该系列教材由具有丰富职业教育经验，多年从事酒店专业教学的一线专业带头人和骨干教师编写，全新的实践教学内容与方法相辅相成，不仅适用于酒店专业的教学，也适用于酒店行业、企业员工的职业培训。这是以职业能力和岗位需求为目标，符合工学结合高技能人才培养模式要求的新型系统化系列教材，为酒店服务与管理专业工学结合教学模式、教材编写提供了指导及借鉴。2013年7月1
English for Front Desk Service前厅服务英语
1-1Room Reservations预订房间● Learning Objectives 学习目标After finishing this task, you will be able to：· ask guests' information about booking rooms· offer help to guests● Hotel Situation 情境导入Name: KellyJob: ReservationistResponsibility: To help guests book rooms they want.● Working Procedures 工作程序Before booking rooms forthe guests, please read the procedures carefully.1 Greet the guests
2 Ask the guests the reservation information
3 Search for the room available by the computer
4 Get the detail information from the guests
5 Confirm the reservation
6 Express your wishes
7 Form the reservation record● Working Knowledge 工作知识1. When making reservations, you should ask the guest the following information:• The date of arrival and departure
客人到达和离开酒店的时间• The number of people
住店的人数• The room type and the number of rooms
客人所要的房型和房间数• Special requests
特别的要求2. You should also confirm the followings from the guest:• The name of the guest or name of the group
入住客人的姓名或团队名称• The guest' s telephone number
入住客人的电话号码• The contact name and his telephone number
联系人的姓名及电话号码3. Polite language is commonly used in the hotel situation below.4. The form below are room types and their corresponding Chinese names.● Hotel Task 酒店任务Suppose you are Kelly, now you' re going to book rooms for the guest. Please perform the taskaccording to the hints belowwithyourpartner.角色A 你是George Brown，准备和妻子到广州旅游，你打电话给酒店预订一间双人间，时间为3月6日至9日，你告诉预订员你们将在早上9点到达。角色B 你是预订员Kelly，你正在受理电话预订业务。Words to Know
reserve vt. 预订 reservation n. 预订
confirm vt. 确认 available adj. 可提供的
spell vt. 拼写 prefer vt. 更喜欢
room rate 房价 arrival date 到达日期
departure date 离开日期 look forward to 期待Useful Expressions1. Helping the guest book rooms帮助客人预订房间
(1)Room Reservations. How may/May I help you?
(2) I' ll check our room availability.
(3) I' d like to confirm your reservation.
(4) We look forward to serving you.2. Asking information about booking rooms询问客人预订的信息
(1)For which date?
(2)How many guests will there be in your party?
(3)What kind of room would you like/prefer?
(4)How many nights are you going to stay?
(5)May I have your name and phone number, please?3. Explaining room rate解释房价
(1)We have a twin room at$180 per night. Will that be all right?
(2)A single room is $80 per night, with a 10% service charge.● Activity 语言活动
Look at the pictures below and write down the names of room types.
观察下面的图片并写出房间类型的英文名称。
Picture 1__________
Picture 2__________
Picture 3__________
Picture 4__________
Suppose you are a clerk at the Room Reservation. You' re now receiving a reservation. Practice asking the reservation information according to the words in the board below.
假设你是前台预订部的服务员，你正接受客人的预订，根据下面的提示词练习询问客人有关预订的信息。Hotel Tips世界著名酒店集团概览 Hotel Group Introduction1．洲际国际酒店集团（Intercontinental Hotels Group）2．希尔顿酒店集团公司（Hilton Hotels Corporation）3．万豪国际酒店集团公司（Marriott International, Inc. Hotels）4．凯悦国际酒店集团（Hyatt Hotels & Resorts）5．最佳西方酒店管理集团（Best Western International）6．圣达特国际集团（Cendant Corporation）7．凯宾斯基国际酒店集团（Kempinski Hotels & Resorts）8．喜达屋国际酒店集团（Starwood Hotels & Resorts Worldwide）9．雅高集团（ACCOR）10．香格里拉酒店集团（SHANGRI-LA Hotels and Resorts）● Task Evaluation 任务评估Learning log 学习日志
What I have learned from the task：
我在本次学习任务中学到：__________
The best part I have learned from the task：
对于本次学习任务，我学得最好的部分：__________
The improvement I need to make after learning the task：
完成本次任务后，我需要改进的地方：__________1-2Checking In为客人办理入住登记● Learning Objectives 学习目标After finishing this task, you will be able to：· welcome and register guests· reply to requests for rooms● Hotel Situation 情境导入Name: JoanJob: ReceptionistResponsibility: To help guests check in and make a comfortable stay for guests.● Working Procedures 工作程序Before helping the guests checkin, please read the procedures carefully.
1 Smile warmly and welcome the guests
2 Verify the guests' first and last names
3 Confirm the reservation information
4 Circle the rate
5 Ask the guests to sign their initials next to the room rate
6 Ask the guests to sign their registration card● Working Knowledge 工作知识1. For the guest with a reservation, the receptionist should confirm with him/her the reservation details:• Room type
房间类型• Room rate
房间价格• Length of stay
住店天数
For the walk-in guest, the receptionist should ask the following questions:• How many nights
要住几个晚上• How many people in the party
一共有多少位客人• What kind of room
需要什么类型的房间2. The main duties of the receptionist:3. The following is the sample of registration form, please remember the items in the form and help the guests fill out the form.REGISTRATION FORMSurname姓__________Name名__________Sex性别__________Nationality国籍__________D. O. B出生日期__________Type of Identification证件类别__________No．号码__________Date of Issue签证日期__________Valid Until有效期__________Permanent Address 永久地址__________Occupation职业__________Tel．电话__________Method of Payment付款方式 (please check one:) □ Cash □Credit card □ CheckDate of Arrival抵达日期__________Date of Departure离店日期__________Room No．房号__________Guest' s Signature客人签名__________Front Desk Staff员工签名__________● Hotel Task 酒店任务Suppose you are Joan, now you' re going to help the guest check in. Please perform the taskaccording to the hints belowwithyourpartner.角色A 你是George Brown，你到酒店前台办理登记入住手续，你已打电话给酒店预订房间。角色B 你是前台接待员Joan，你告诉Brown夫妇他们的房间在16层，房号是1608。你还告诉他们服务员会带领他们到房间。Words to Know
record n. 记录 payment n. 支付、付款
passport n. 护照 credit card 信用卡
sign vt. 签名 registration form 入住登记表
fill in (out) 填写 show sb. to 带领某人去……Useful Expressions1. Helping the guest check in帮助客人登记入住
(1) Do you have a reservation with us, sir?
(2) Just a moment, please. I' ll check our reservation record.
(3) Could you fill out the registration form, please?
(4) Could you sign here, please?
(5) Here' s your key. It' s room 401, on the fourth floor.
(6) A bellman will show you to your room.2. Asking information of the guest询问客人信息
(1)May I have your nationality, please?
(2)Could you spell your name, please?
(3)May I see your passport, please?3. Expressing wishes to the guest表达祝愿
(1) I hope/Hope you will enjoy your room/stay here.
(2) Have an enjoyable stay!
(3) Please enjoy your stay here.● Activity 语言活动
Match the pictures with the following vocabulary. Then explain what' s happening in each picture.
用给出的词汇与图片匹配，然后解释每幅图片所发生的事情。vacation front registrationhotel bellboy desk check-inroom sign reservation
Number the parts of the conversation below in order from 1 to 8.
把下面的对话按正确的顺序重新排列。1. “Do you have a reservation? ”2. “I' d like to check in.”3. “Yes, I do. The name is Marie.”4. “Thank you. I will.”5. “Welcome to City Garden Hotel. How may I help you? ”6. “How do you spell that? ”7. “You' re all set, Mrs. Marie. Here is your key card. Enjoy your stay! ”8. “M- a- r- i- e.”Hotel TipsFamous Hotel Brand Logos世界著名酒店品牌凯悦酒店
试读结束[说明：试读内容隐藏了图片]