酒店英语口语实例大全PDF电子书下载

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CHAPTER 01前台服务The Front Desk Service 2

PART 1信息咨询Requiring Information 2

Unit 1酒店基本资料Hotel Information 2

Unit 2酒店设施介绍Introducing Hotel Facilities 6

Unit 3酒店住房种类Hotel Room Type 8

Unit 4房间价格及折扣Room Rate and Discounts 12

Unit 5介绍观光信息Introducing Tourist Information 16

PART 2预订房间Reserving Rooms 18

Unit 1个人预订Personal Reservation 18

Unit 2更改和取消预订Changing and Cancelling Reservation 20

PART 3入住登记和退房手续Checking In and Checking Out 24

Unit 1登记入住手续Check-In Procedure 24

Unit 2办理退房手续Handling Check-Out 26

CHAPTER 02客房服务Housekeeping Services 30

PART 1客房介绍Room Introduction 30

Unit 1带客进房Ushering Guests into the Room 30

Unit 2介绍客房设施Introducing the Room Equipment 31

Unit 3行李提取Claiming Baggage 34

PART 2送餐服务Room Services 36

Unit 1客户订餐Taking Room Service Order 36

Unit 2客房送餐费用Room Service Charge 38

PART 3其他要求Other Requirements 40

Unit 1电器维修Repairing the Appliances 40

Unit 2客房打扫Tidy the Room 42

Unit 3洗衣服务Laundry Service 44

Unit 4叫醒服务Wake-up Call Service 47

Unit 5更换房间Changing Rooms 49

CHAPTER 03电话服务Operator Service 52

PART 1内线电话服务Internal Line Service 52

Unit 1留言服务Message Service 52

Unit 2客房电话的使用Using Room Phone 54

Unit 3电话占线情况Line Busy 56

Unit 4电话出现杂音Call is Unclear 58

Unit 5电话转接服务Call Transit Service 61

PART 2外部通信External Communication 63

Unit 1处理打错的电话Processing Wrong Call 63

Unit 2拨打国际电话Dialing International Calls 65

Unit 3接通外线电话Connecting External Calls 67

Unit 4付费电话Paid Call 69

CHAPTER 04餐饮服务Food and Beverage Services 74

PART 1餐台预订Restaurant Reservation 74

Unit 1推荐饭店Recommending Restaurant 74

Unit 2餐位预订BookingaTable 76

Unit 3对桌位的特殊要求Special Demands For the Table 79

Unit 4引客入座Seating Guests 81

Unit 5点菜服务Taking Orders 83

Unit 6说明菜品Introducing Variety of Dishes 85

Unit 7菜品推荐Recommending Dishes 88

Unit 8早餐供应Serving Breakfast 90

Unit 9餐后结账Having the Bill 93

PART 2酒水要求Beverage Requirements 95

Unit 1酒水点单Taking Drink Orders 95

Unit 2推荐酒水Recommending Beverage 97

Unit 3尝试中国白酒Trying Chinese Liquors 99

Unit 4享用咖啡Enjoying Coffee 101

Unit 5品味中国茶Tasting Chinese Tea 104

PART 3各色菜肴Varieties of Dishes 106

Unit 1地方菜Local Cuisine 106

Unit 2日本料理Japanese Food 109

Unit 3诱人火锅Hot Pot 111

CHAPTER 05康乐中心Recreation Center 116

PART 1健身中心Fitness Center 116

Unit 1健身设施Fitness Facilities 116

Unit 2健身项目Fitness Activities 118

Unit 3体验中国功夫Experiencing Kung Fu 120

Unit 4室内游泳馆Indoor Swimming Pool 123

PART 2就医服务Medical Services 125

Unit 1询问病情Asking the Illness 125

Unit 2提供医疗服务Providing Medical Care 127

PART 3休闲娱乐Leisure and Recreation 129

Unit 1酒吧歌舞Bar Services 129

Unit 2电影欣赏Film Appreciation 131

Unit 3电视娱乐Television Entertainment 134

Unit 4棋牌室，乐趣多Chess and Card Room， Much Fun 137

Unit 5购物消费Shopping Consumption 139

PART 4美容保健Beauty and Health Care 142

Unit 1中医按摩Chinese Massage 142

Unit 2桑拿服务Sauna Service 144

Unit 3美发服务Hairdressing Service 146

CHAPTER 06商务服务Business Services 150

PART 1业务联系Business Contacts 150

Unit 1提供专业会议服务Providing Professional Meeting Services 150

Unit 2传真服务Fax Services 152

Unit 3商务宴请服务Business Banquet Service 155

Unit 4邮寄服务Mail Service 157

PART 2个人中心Personal Center 159

Unit 1 临时翻译服务Temporary Translation Service 159

Unit 2网络服务Internet Services 162

Unit 3文档的打印、复印Printing and Copying Service 164

Unit 4代客订票Bokking Tickets 166

Unit 5兑换外币Exchanging Foreign Currencies 169

Unit 6叫车服务Car Services 171

CHAPTER 07其他服务Other Services 176

PART 1特殊要求Special Requirements 176

Unit 1添加物品Adding Items 176

Unit 2贵重物品保管Depositing the Valuables 178

Unit 3托儿服务Childcare Service 181

PART 2紧急情况处理Handling Emergency 183

Unit 1遗失物品Losting Item 183

Unit 2火灾疏散Fire Evacuation 186

Unit 3寻找小孩Looking for Children 188

Unit 4忘记带钥匙卡Forgetting the Key Card 191

Unit 5失物认领Lost and Found 193

Unit 6收到包裹Package Notice 195

Unit 7寻求帮助Asking for help 198

Unit 8送错行李Misplaced Luggage 200

CHAPTER 08处理投诉问题Handling Complaints 204

PART 1常见的酒店投诉Common Hotel Complaints 204

Unit 1卫生问题Health Problems 204

Unit 2服务态度问题Bad Service Attitude 206

Unit 3服务质量问题Poor Service Quality 208

Unit 4设备问题Equipment Problem 211

Unit 5人员失误Personnel Error 214

Unit 6食物问题Food Problems 217

PART 2突发情况Sudden Cases 220

Unit 1入住迟到Be Late for Arrival 220

Unit 2房客吵闹 Noisy Guests 224

Unit 3意外滑倒Accidentally Slip 227

Unit 4订不到票Can't book A Ticket 230

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