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内容大纲
本教材第5版按酒店部门和工作流程展开内容编写，共16个单元，每6课一个单元，共96课，涵盖了前厅部、客房部、餐饮部和其他部门的工作内容。本版修订增加了酒店数字化运营方面的内容。比如“自助办理登记入住及离店结账手续”“机器人在酒店的应用”“智能客房设施”“酒店数字化营销”等内容，以适应酒店行业数字化运营与管理的趋势，通过修订文字内容及增加的视频微课来呈现，每单元增加一个由作者录制的视频微课。本版修订还尝试补足思政元素，增强教材的育人功能，如增加“红色旅游”“酒店无障碍设施服务”“中国传统文化”“中国风物特产”“中国饮食文化”等文字内容和图片，让学生了解中国文化和红色旅游，多一些人文关怀，增强文化自信。 -
作者介绍
韩雪，英语硕士，副教授，本硕分别毕业于大连外国语大学和辽宁师范大学。毕业后在国家涉外重点工程项目任首席英语翻译多年。1994年进入教育行业，任职于高校，2000年开始从事旅游英语专业教学，主要研究领域为英语语言学和专门用途英语(ESP)。 为编写本教材，编者坚持多年到学生顶岗实习的北京多家星级酒店做调研，虚心向行业人员请教，不断提升自己对酒店行业的认知。为保持教材版本的不断更新，持续关注国内外旅游酒店领域的最新发展趋势。从教近30年，数次做省市级公开课，荣获多项教育殊荣。同时兼任辽宁省导游资格考试英语导游考评员。 -
目录
Part Ⅰ Front Off ice Department前厅篇
Unit One Room Reservation 客房预订
视频微课 Diff erent Types of Hotels 认知酒店类型
Lesson 1 Types of Hotel Accommodations 客房种类
Lesson 2 An FIT Reservation 散客预订
Lesson 3 A Group Reservation 团体预订
Lesson 4 Room Overbooking 客房超额预订
Lesson 5 Revising the Reservation 变更预订
Lesson 6 Deposit Required 预付定金
Unit Two Hotel Check-in 酒店入住登记
视频微课 Hotel Check-in Kiosks 了解酒店自助办理入住
Lesson 7 Working as a Receptionist 做一名前台接待员
Lesson 8 Checking in Guests with Reservations 预订客人入住登记
Lesson 9 Checking in a Group 团队入住登记
Lesson 10 Checking in Walk-in Guests 无预订客人入住登记
Lesson 11 Dealing with Check-in Disputes 处理入住登记纠纷
Lesson 12 A Suite 套房
Unit Three Concierge Service 礼宾服务
视频微课 The Trend of New Concierge in Hospitality 礼宾服务的新趋势
Lesson 13 Hotel Facilities 酒店设施
Lesson 14 Bellboy Service 行李生服务
Lesson 15 Running Errands for Guests 为客人办事
Lesson 16 Introducing Hotel Facilities 介绍酒店设施
Lesson 17 Hiring a Taxi 租车服务
Lesson 18 Tour Plans 旅行计划
Unit Four Guest Service Center 宾客服务中心
视频微课 Big Data in the Hospitality Industry大数据在酒店运营中的应用
Lesson 19 Working as a Telephone Operator 做一名电话接线员
Lesson 20 Making DND 设置“请勿打扰”服务
Lesson 21 Making a Long-distance Call 拨打长途电话
Lesson 22 Making an In-house Phone Call 拨打内部电话
Lesson 23 A Morning Wake-up Call 叫醒服务
Lesson 24 A Package 快件
Unit Five Handling Guest Complaints 处理宾客投诉
视频微课 Instant Response to Feedback Online 线上评价的及时反馈
Lesson 25 How to Deal with Complaints 如何处理投诉
Lesson 26 Relocating Guests 换房间
Lesson 27 Complaints about Food and Service 对食品及服务的投诉
Lesson 28 Handling Complaints about Laundry 处理洗衣服务的投诉
Lesson 29 Missing Valuables 贵重物品遗失
Lesson 30 Restaurant Complaints 餐厅投诉
Unit Six Checking Out 结账离店
视频微课 e-CNY数字人民币
Lesson 31 Working as a Cashier 做一名收银员
Lesson 32 Paying Hotel Bill in Cash 现金付账
Lesson 33 Paying Hotel Bill by Credit Card 信用卡付账
Lesson 34 Paying Hotel Bill with Traveler’s Checks 旅行支票付账
Lesson 35 Mistakes on the Hotel Bill 账单错误
Lesson 36 Checking Out 离店结账
Part Ⅱ Housekeeping
Unit Seven Room Cleaning客房清扫
视频微课 Word Study：Check in/Check-in，SuitSuite易混词解析
Lesson 37 The Hotel Guest Room酒店客房
Lesson 38 Postponing Room Cleaning推迟客房打扫服务
Lesson 39 Helping Guests with Special Requests帮助有特殊需求的客人
Lesson 40 Turn-down Service开夜床服务
Lesson 41 An Improperly Cleaned Room未被打扫干净的房间
Lesson 42 Room-Cleaning Service客房清洁服务
Unit Eight Laundry Service洗衣服务
视频微课 How to Determine Linen Change Frequency in Hotels客房布草的更换频率
Lesson 43 The Laundry List 洗衣单
Lesson 44 Regular Laundry Service常规洗衣服务
Lesson 45 The Express Laundry Service快洗服务
Lesson 46 Misdirected Laundry 衣物分送错误
Lesson 47 Laundry Damage送洗衣物受损
Lesson 48 Mending Service织补服务
Unit Nine Guests’Requests客人的需求
视频微课 Robots in the Hospitality Industry酒店业中的机器人
Lesson 49 Being Friendly and Helpful友爱助人
Lesson 50 Obtaining Items借用物品
Lesson 5l Intemet因特网
Lesson 52 Meeting Requirements满足客人需求
Lesson 53 Dealing with Emergencies处理突发事件
Lesson 54 Helping Guests帮助客人
Unit Ten Repair and Maintenance Service维修服务
视频微课 Smart Hotels智慧酒店
Lesson 55 How MaV I Help You?我能帮您吗？
Lesson 56 The Toilet Won’t Work抽水马桶有问题
Lesson 57 A Problem with the Air-conditioner处理空调问题
Lesson 58 The Bathroom Floor Is Flooded卫生间地面严重积水
Lesson 59 We Are Very Sorry我们深表歉意
Lesson 60 A Guest with a Laptop携带笔记本电脑的客人
Part Ⅲ Food＆Beverage Department餐饮篇
Unit Eleven Restaurant Reservation&Welcoming Guests餐饮预订及迎宾
视频微课 How to Make Hotels More Eco-friendly?酒店如何更环保？
Lesson 61 Greeting Guests迎宾
Lesson 62 Booking a Private Room预订包房
Lesson 63 Banquet Reservation宴会预订
Lesson 64 Seating Guests迎宾入座
Lesson 65 Our Restaurant Is Full餐位已满
Lesson 66 Booking a Family Dinner预订家宴
Unit Twe Ne At the Chinese Restaurant在中餐厅
视频微课 Different Types of Drinking Water不同类型的饮用水
Lesson 67 Chinese Cuisine中国菜系
Lesson 68 Taking Orders点菜
Lesson 69 Sichuan Cuisine川菜
Lesson 70 Misdirected Service上错菜
Lesson 71 Signing the Bill签单
Lesson 72 Hot Pot火锅
Unit Thirteen At the Western Restaurant在西餐厅
视频微课 Robot Chefs机器人厨师
Lesson 73 Working in F&B Department在餐饮部工作
Lesson 74 Bufret Service自助餐
Lesson 75 American Breakfast美式早餐
Lesson 76 Dinner a la Carte零点服务
Lesson 77 One Bill or Separate Bills?分单还是合单？
Lesson 78 Eating at a Japanese Restaurant在日式餐厅就餐
Unit Fourteen At the Bar在酒吧189
视频微课 Robot Bartenders机器人调酒师
Lesson 79 What Wlould You Like to Drink?您想喝点什么？
Lesson 80 A Glass ofFresh Orange Juice一杯鲜橙汁
Lesson 81 A Cup ofCappuccino卡布奇诺咖啡
Lesson 82 Recommending Drinks推荐酒水
Lesson 83 Trying Local Beer品尝当地啤酒
Lesson 84 Happy Hour欢乐时光
Unit Fifteen Room Service客房送餐服务
视频微课 Changes on the Room Service Menu：More Healthy and Personalized客房菜单的改变：更健康更个性化
Lesson 85 Room Service客房送餐服务
Lesson 86 Ordering Breakfast by Phone电话点餐
Lesson 87 A Fruit Platter水果盘
Lesson 88 Room Service Delay送餐服务延迟
Lesson 89 ABirthday Party生日聚会
Lesson 90 No Room Service无送餐服务
Part Ⅳ Miscellaneous Departments其他部门篇
Unit Sixteen Business and Entertainment Services商务及康乐服务
视频微课 Self-service Gym自助健身房
Lesson 9l At the Fitness Center在健身俱乐部
Lesson 92 At the Swimming Pool在游泳池
Lesson 93 At the Hotel Shop在酒店商场
Lesson 94 At the Business Center在商务中心
Lesson 95 Convention Service会议服务
Lesson 96 At the Gym在健身房
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