目录
关于作者
iv
前言
v
使用说明
vi
CHAPTER 1　Awareness of the Global Guest
1
1.1
Career connection
3
1.2
English as the global language
4
Discussion: Thinking in English
5
Exercise: Countries /Regious & Peoples
7
1.3
Cultural awareness in service
8
Discussion: Cultural awareness
11
1.4
Cultural perspectives
12
Exercise: Cultural iceberg
13
1.5
Word stress in English
14
Discussion: Rubber band method
17
Discussion: Counting syllables
18
Exercise: Counting syllables
19
1.6
Common English words & phrases
20
Exercise: Common words / phrases sentence creation
24
1.7
Hotels vs resorts
25
Discussion: Favourite amenities
26
1.8
Careers in hospitality
27
1.9
The hotel room
29
Discussion: Turn on, turn off
31
Exercise: Hotel room vocabulary
32
Exercise: Room items
33
Exercise: BINGO game
34
Key points
36
Key terms
38
Application — Key terms
39
Application — Role plays
40
CHAPTER 2　Attitudes in Service
41
2.1
Career connection
43
2.2
A service attitude
44
Discussion: First thoughts
48

Exercise: Generalizations
48
2.3
Tone of voice
Exercise: Apology script creation
52
2.4
Sentence stress
53
Exercise: Find the word stress
55
2.5
The rhythm of English
56
Discussion: Word stress rhythm
57
Discussion: Sing a song
58
Exercise: Common phrases
2.6
Prepositions of time and place
62
Exercise: Prepositions
63
Complete the table
65
Place and movement: check in !
66
Exercise: Prepositions sentences
67
2.7
Parts of the hotel
68
Discussion: Practice prepositions
Exercise: Prepositions floorplan
71
Key points
72
Key terms
74
Application — Key terms
75
Application — Role plays
76
CHAPTER 3　Adapting to your Guest
77
3.1
Career connection
79
Exercise: Security guard scramble
3.2
Welcoming your guest
81
Exercise: Special department phrases
82
3.3
Greetings & goodbyes
84
Discussion: Greetings
Exercise: Greetings quiz
91
Exercise: Prepositions of time
92
3.4
The 10 feet, 5 feet rule
93
Exercise: 10 feet 5 feet practice
94
3.5
International guest expectations
95
Discussion: Small talk in greetings
96
Exercise: Honorific titles
98
3.6
Acknowledge the guest when busy
99
Exercise: Acknowledge the guest scenarios
3.7
Basic telephone skills
101
Discussion: Check your telephone etiquette
101

Exercise: Body language on the phone
103
3.8
Emailing in English
104
Exercise: Email creation
107
Key points
108
Key terms
110
Application — Key terms
111
Application — Role plays
112
CHAPTER 4　Nonverbal Communication
113
4.1
Career connection
115
4.2
Body language
116
Discussion: Customer service- nonverbal training
119
4.3
Personal space
121
4.4
Eye contact
123
4.5
Facial expressions
125
Exercise: Service reactions
127
Exercise: Charades game
128
4.6
The handshake
129
Discussion: When to shake hands
131
4.7
Making a good first impression
132
Discussion: Body language similarities
135
4.8
Kitchen jargon and terms
137
Exercise: Kitchen words
137
Exercise: BINGO game
141
Exercise: Kitchen terms quiz
142
Exercise: Identify foods
143
Exercise: Kitchen sentences
144
Key points
145
Key terms
147
Application — Key terms
150
Application — Role plays
151
CHAPTER 5　Conscious Communication
153
5.1
Career connection
155
Exercise: Rooms vocabulary
157
5.2
Becoming an active listener
159
5.3
Active listening
162
Exercise: Effective communication
165
5.4
Increasing communication with guests
167
Discussion: Active listening case study
168

5.5
Critical thinking
169
Discussion: Critical thinking steps
170
Exercise: Critical thinking skills challenge
172
Exercise: Complete the dialogue
173
5.6
Critical thinking: Guest interactions
175
Discussion: Housekeeping case study
179
Exercise: Housekeeping knowledge
180
Key points
182
Key terms
183
Application - Key terms
185
Application - Role plays
186
CHAPTER 6　Connecting with Guests
189
6.1
Career connection
191
6.2
Functions, catering, banquets and events
192
Exercise: Banquet set up
194
6.3
Small talk
195
Exercise: Small talk
199
Exercise: Opening statements
200
Exercise: Small talk practice
201
6.4
Softening language
202
Discussion: Using qualifiers
204
Discussion: Softener practice
207
Exercise: Qualifiers
208
Exercise: Modifiers
209
Exercise: The passive voice
210
6.5
Putting the pieces together
211
Exercise: Personal professional attributes
214
Key points
216
Key terms
218
Application — Key terms
219
Application — Role plays
220
附录
221
附录 A　学习指南
222
附录 B　词汇表
234
附录 C　3A 介绍
243
附录 D　课堂游戏及活动
246
附录 E　景点
251
附录 F　服务业胜任力模型
258