前言
 Workshop One English for Front Office
 Unit 1 Room Reservation
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 FIT Reservation (Basic Procedures )
    Dialogue 2 A Group Reservation
    Dialogue 3 We Are Fully Booked
   ◆ Classroom Activities
  Part Three Extended Reading
   Advance Reservations
  Part Four Exercises
 Unit 2 Reception
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 A Guest with Advance Reservation Checks in
    Dialogue 2 Registering a Tour Group
    Dialogue 3 Receiving a Walk-in Guest
   ◆ Classroom Activities
  Part Three Extended Reading
   What Should Hotel Receptionist Do?
  Part Four Exercises
 Unit 3 Bell Service
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Receiving a Guest & Bringing Him to His Room
    Dialogue 2 Running Errands for Guests
    Dialogue 3 Getting Down the Luggage before the Guests Check Out
    Dialogue 4 Hiring a Taxi
   ◆ Classroom Activities
  Part Three Extended Reading
   The Front Desk Employees
  Part Four Exercises
 Unit 4 Money Exchange
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Normal Transaction
    Dialogue 2 The Night Change Limits
    Dialogue 3 A Guest Wants to Change Traveler’s Checks
   ◆ Classroom Activities
  Part Three Extended Reading
   The Accounting Department
  Part Four Exercises
 Unit 5 Telephone Operator
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 An Overseas Call
    Dialogue 2 Morning Call
    Dialogue 3 Taking a Message
   ◆ Classroom Activities
  Part Three Extended Reading
   Telephone Calls
  Part Four Exercises
 Unit 6 Information
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Inquiring about Telephone Fee
    Dialogue 2 Giving Information
    Dialogue 3 Posting a Letter
   ◆ Classroom Activities
  Part Three Extended Reading
   Ways of Categorizing Hotels
  Part Four Exercises
 Unit 7 Complaints
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Misunderstandings at the Front Desk
    Dialogue 2 All Is a Mess
    Dialogue 3 Changing a Room
    Dialogue 4 Missing
   ◆ Classroom Activities
  Part Three Extended Reading
   How to Deal with Complaints?
  Part Four Exercises
 Unit 8 Paying the Bill and Checking out
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Paying by Credit Card
    Dialogue 2 Paying Cash in U.S. Dollars
    Dialogue 3 Checking out
   ◆ Classroom Activities
  Part Three Extended Reading
   What Does a Cashier Pay Attention to?
  Part Four Exercises
 Workshop Two English for Housekeeping Department
 Unit 9 Room Cleaning
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Housekeeping (Basic Procedures)
    Dialogue 2 Being Asked to Clean the Room Earlier
    Dialogue 3 Turn-down Service
   ◆ Classroom Activities
  Part Three Extended Reading
   Housekeeping Department
  Part Four Exercises
 Unit 10 Guests’ Requests
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Baby sitting Service
    Dialogue 2 Asking for an Extra Bed
    Dialogue 3 Borrowing Something
   ◆ Classroom Activities
  Part Three Extended Reading
   Some Other Hotel Services
  Part Four Exercises
 Unit 11 Laundry and Valet Service
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Taking Laundry
    Dialogue 2 Express Laundry Service
    Dialogue 3 Damage Problems
    Dialogue 4 Delivering Laundry by Mistake
   ◆ Classroom Activities
  Part Three Extended Reading
   What Do Customers Really Want?
  Part Four Exercises
 Unit 12 Room Service
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 The Procedure of Room Service
    Dialogue 2 Ordering Breakfast
   ◆ Classroom Activities
  Part Three Extended Reading
   How to Meet Guests’ Needs?
  Part Four Exercises
 Unit 13 Lost and Found
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 My Camera Is Missing
    Dialogue 2 Mailing the Lost Property to Its Owner
   ◆ Classroom Activities
  Part Three Extended Reading
   Hotel Services
  Part Four Exercises
 Unit 14 Damage and Compensation
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Damage
    Dialogue 2 Compensation
   ◆ Classroom Activities
  Part Three Extended Reading
   Promotion
  Part Four Exercises
 Unit 15 Problems and Maintenance
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Television Problems
    Dialogue 2 The Smoke Detector Is Flashing
    Dialogue 3 There Is Something Wrong with the Toilet
    Dialogue 4 People Next Door Are Very Noisy
    Dialogue 5 The Light Is Too Dim
  Dialogue 6 The Air Conditioner Problems
   ◆ Classroom Activities
  Part Three Extended Reading
   Engineering
  Part Four Exercises
 Workshop Three English for Food and Beverage Department
 Unit 16 Table Reservation
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Accepting a Reservation
    Dialogue 2 Requests Unable to Be Satisfied
   ◆ Classroom Activities
  Part Three Extended Reading
   Food and Beverage Department
  Part Four Exercises
 Unit 17 Receiving Diners
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Seating Guests
    Dialogue 2 There Isn’t a Table
    Dialogue 3 Seating Walk-in Guests
   ◆ Classroom Activities
  Part Three Extended Reading
   Restaurants Categorized by Services
  Part Four Exercises
 Unit 18 Taking Orders and Recommendations
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 What Would You Like to Order?
    Dialogue 2 Recommendation
   ◆ Classroom Activities
  Part Three Extended Reading
   Special Cuisine
  Part Four Exercises
 Unit 19 Chinese Food Restaurant
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 A Chinese Breakfast
    Dialogue 2 Introducing Chinese Food
    Dialogue 3 Ordering a Chinese Dinner
    Dialogue 4 A Special Meal
   ◆ Classroom Activities
  Part Three Extended Reading
   Local Cuisine
  Part Four Exercises
 Unit 20 Western Food Restaurant
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Having the Continental Breakfast
    Dialogue 2 At the Western Restaurant
    Dialogue 3 Western Food
   ◆ Classroom Activities
  Part Three Extended Reading
   Meals
  Part Four Exercises
 Unit 21 Buffet and Coffee Shop
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Buffet
    Dialogue 2 At Coffee Shop
    Dialogue 3 Coffee Break
   ◆ Classroom Activities
  Part Three Extended Reading
   Table Manners
  Part Four Exercises
 Unit 22 Complaints
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 Complaints about Food (Ⅰ)
    Dialogue 2 Complaints about Food (Ⅱ)
    Dialogue 3 Complaints about Service (Ⅰ)
    Dialogue 4 Complaints about Service (Ⅱ)
   ◆ Classroom Activities
  Part Three Extended Reading
   Learn to Be Good at Conversation
  Part Four Exercises
 Unit 23 Payment
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 By Credit Card
    Dialogue 2 By Traveler’s Checks
   ◆ Classroom Activities
  Part Three Extended Reading
   Personnel Structure in the Food Service Industry
  Part Four Exercises
 Unit 24 Beverage Service
  Part One Key Points for Teaching, Learning & Assessment in the Unit
   ◆ Learning Objectives
   ◆ Key Points in the Unit
  Part Two Simulation Training
   ◆ New Words and Technical Terms
   ◆ Sentence Patterns
   ◆ Sample Dialogues
    Dialogue 1 At a Restaurant
    Dialogue 2 Chatting in the Bar
    Dialogue 3 At the Bar
   ◆ Classroom Activities
  Part Three Extended Reading
   Beverage Service
  Part Four Exercises
 Workshop Four English for Other Departments
 Unit 25 Sample Dialogues for Other Departments
  Dialogue 1 Health Club
  Dialogue 2 Business Centre
  Dialogue 3 Post Office
  Dialogue 4 Shopping
  Dialogue 5 Beauty Parlor
 Appendix Commonly Used Words and Terms in Hotels
 References
 版权