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    • 酒店英语与国际服务文化(下移动学习版普通高等教育酒店管理专业系列教材)
      • 作者:3A系列教材编写组|责编:常爱艳
      • 出版社:机械工业
      • ISBN:9787111675709
      • 出版日期:2021/05/01
      • 页数:340
    • 售价:27.6
  • 内容大纲

        本书由美国饭店协会教育学院认证专家倾力编写,是3A酒店英语认证课程的指定教材,也可作为酒店管理、旅游管理、会展管理等专业的专业英语课程教材。
        在当今竞争激烈的酒店服务业中,服务就是一切。工作人员需要提供能够让客人“WOW!”的服务—客人的实际体验超过他们的期望。3A酒店英语认证课程侧重于国际化的服务标准,满足洒店工作人员通过英语交流给客人留下良好印象的需求。该认证课程强调文化意识和使用“礼貌用语”,以便采取适当的方式处理来自世界各地的客人的需求。证书持有者应能够在正确的时间使用正确的英语,同时提供正确的服务。
  • 作者介绍

  • 目录

    关于作者
    前言
    使用说明
    CHAPTER 1  The Language of Hospitality
      1.1  Career connection
        Exercise: Room amenities
      1.2  The five essential phrases every guest should hear
        Exercise: Essential phrases
      1.3  Using professional language
        Exercise: Polite speech
      1.4  Diplomatic English
        Exercise: Softening language
        Exercise: Modals
        Exercise: Past continuous
        Exercise: Polite speech
      1.5  Things you might hear
        Exercise: Common phrases sentence creation
      1.6  Telephone action phrases
        Discussion
        Exercise: Telephone phrases
        Key points
        Key terms
        Application-Key terms
        Application-Role plays
    CHAPTER 2  The Guest Cycle
      2.1  Career connection
      2.2  The guest cycle
        Discussion: Front desk interactions
        Exercise: Guest cycle stages
      2.3  Guest cycle interactions
        Exercise: Reservations game
      2.4  Questions & answers
        Exercise: Questions & answers
      2.5  Question types
        Exercise: Closed questions VS open questions
        Exercise: Question types
        Exercise: Indirect questions
        Exercise: Dialogue creation
        Key points
        Key terms
        Application-Key terms
        Application-Role plays
    CHAPTER 3  Amenities & Attractions
      3.1  Career connection
        Exercise: Guest services job descriptions
        Exercise: Bell attendant dialogue
      3.2  Welcome to your new job in sales
      3.3  Amenities
        Discussion: Hotel ratings
      3.4  Talking about amenities & attractions

        Exercise: Amenities crossword
        Exercise: Amenities word stress
        Discussion: Attractions in your area
        Exercise: Hotel presentation
      3.5  Locations & directions
        Discussion
        Exercise: Here and there
        Exercise: Directing guests in the hotel
      3.6  Street directions
        Exercise: Giving street directions
        Key points
        Key terms
        Application-Key terms
        Application-Role plays
    CHAPTER 4  Complaint Management
      4.1  Career connection
      4.2  Complaints
      4.3  Recognizing complaints
        Exercise: Complaint types
      4.4  The language of complaints
        Exercise: Recognizing common complaints
      4.5  Handle complaints using The LEAF system
        Exercise: LEAF complaint management
        Exercise: Responses to complaints
      4.6  Make it right
      4.7  Diffusing the situation
        Exercise: Angry customer scenarios
      4.8  The meaning is the message
        Exercise: Word stress location
        Exercise: Idiom definitions
        Exercise: English idioms
        Key points
        Key terms
        Application-Key terms
        Application-Role plays
    CHAPTER 5  Requests & Recommendations
      5.1  Career connection
        Exercise: Concierge match
      5.2  Requests & offers
        Exercise: Can, may, and could
        Exercise: Common requests
        Exercise: Requests & offers
      5.3  Saying “no”
        Exercise: Saying “no” dialogues
        Exercise: Negative responses
      5.4  Turning requests into recommendations
        Exercise: Sentence scramble
        Exercise: Rephrase as a question
        Exercise: Recommendation game
      5.5  Personalizing recommendations

        Exercise: Magic in threes
      5.6  Special occasions
        Discussion
        Exercise: Celebrations
      5.7  Recommending local attractions
        Discussion: Chinese attractions
        Exercise: Attractions crossword
        Exercise: Recommendations dialogues
        Key points
        Key terms
        Application-Key terms
        Application-Role plays
    CHAPTER 6  Exceeding Expectations
      6.1  Career connection
      6.2  Antici patory service
        Discussion
        Exercise: Identify the service flag
      6.3  Reading the guest
        Exercise: Service tips fill in the blanks
        Exercise: Personalized service
      6.4  Up—selling,down—selling,and cross—selling
        Exercise: Suggestive selling
      6.5  On the job: Waiter service
        Exercise: Restaurantjob match
        Exercise: Restaurant floor plan
        Exercise: RestaU rant Iocations
      6.6  Using the menu
        Exercise: Restau rant role play project
      6.7  Ta rgeting you r ca reer path
        Key points
        Key terms
        Application-——Key terms
        Application-——Role plays
    附录
      附录A  学习指南
      附录B  词汇表
      附录C  3A介绍
      附录D  课堂游戏及活动
      附录E  景点
      附录F  服务业胜任力模型

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