Workshop One English For Front Office Unit One Reservation Part One Key Points for Teaching，learning&Assessment in the Unit Part Two Sample Communication Sample I Receiving a Reservation(Basic Procedures) Sample II We Are Fully Booked Part Three Related Background Knowledge Reading Material Advance Reservations Unit Two Reception Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I A Guest with Advance Reservation Checks in Sample II Registering a Tour Group Part Three Related Background Knowledge Reading Material What Should Hotel Receptionist Do? Unit Three Bell Service Part One Key Points for Teaching，Leaning&Assessment in the Unit Part Two sample Communication Sample I Receiving a Guest&Bringing Him to His Room SamPle II Running Errands for Guests Sample III Getting down the Luggage before the Guests Check out Sanple IV Hiring a Taxi Part Three Related Backgound Knowledge Reading Material The Front Desk Employees Unit Four Money Exchange Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Normal Transaction Sample II The Night Change Limits Sample III A Guest Wants to Change Traveler's Check Part Three Related Background Khowledge Reading Material The Accounting Department Unit Five Telephone Operator Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I An Overseas Call Sample II Morning Call Sample III Taking a Message Part Three Related Background Knowledge Reading Material Guide to Telephone Behavior Unit Six Information Part One Key Points for Teaching，Learing&Assessment in the Unit Part Two Sample Communication Sample I Inquiring about Telephone Fee Sample II Giving Information Sample III Posting a Letter Part Three Related Background Knowledge Reading Material Ways of Categorizing Hotels Unit Seven Complaints Part One Key Points for Teaching，Learing&Assessment in theUnit Part Two Sample Communication Sample I Misunderstanding in FrontDesk Sample II All Is a Mess Sample III Changing a Room Sample IV Missing Part Three Related Background Knowledge Reading Material I Khowing the Hotel Reading Material II Coping with Customer Problems Reading Material III How to Deal with Complaints Unit Eight Paying the Bill and Checking Out Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Paying by Credit Card Sample II Paying Cash in US Dollars Sample III Checking out Part Three Related Background Knowledge Reading Material What Does a Cashier Pay Attention to?
Workshop Two English For Housekeeping Department Unit Nine Room Cleaning Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Housekeeping(Basic Procedures) Sample II Being Asked to Clean the Room Earlier Sample III Turn down Service Part Three Related Background Knowledge Reading Material I Housekeeping Department Reading Material II Standards for Turn down Service Unit Ten Guests’Requests Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Morning Call Sample II Asking for an Extra Bed Sample III Borrowing Something Part Three Related Backgrount Khowledge Reading Material I Some Other Hotel Service Reading Material II Room Types Unit Eleven Laundry and Valet Service Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Thking Laundry Sample II Delivering Laundry by Mistake Part Three Related Background Khowledge Reading Material What Do Customers Really Want? Unit Twelve Lost and Found Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I My Camera Is Missing Sample II Mailing the Lost Property to its Owner Part Three Related Background Knowledge Reading Material Hotel Services Unit Thirteen Damage and Compensation Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Damage Sample II Compensation Part Three Related Background Knowledge Reading Material Promotion Unit Fourteen Problems and Maintenance Part One Key Points for Teaching，Leaning&Assessment in the Unit Part Two Sample Communication Sample I TelevisionProblems Sample II The Smoke Detector is Flashing Sample III Thereis Somethingw士ong with出eToilet……………… Sample IV People Next Door are Very Noisy Sample V The Light is Too Dim Sample VI The Air Conditioner Problems Part Three Related Background Knowledge Reading Material Engineering
Workshop Three English For Food And Beverage Department Unit Fifteen Restaurant Reservation Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Accepting a Reservation Sample II Refusing a Reservation Part Three Related Background Knowledge Reading Material Food and Beverage Department Unit Sixteen Receiving Diners Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Seating Guests Sample II There isn't a Table Sample III Seating Walk-in Guests Part Three Related Background Knowledge Reading Material Restaurants Categorized by Services Unit Seventeen Taking Orders and Recommendations Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I What Would You Like to Order? Sample II Recommendation Part Three Related Background Knowledge Reading Material Special Cuisine Unit Eighteen Breakfast Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Having the Continental Breakfast Sample II A Chinese Breakfast Part Three Related Backpound Knowledge Reading Material Meals Unit Nineteen Dinner Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I A La Carte Sample II The Chef's Specialties Sample III With a Performance Part Three Related Background Khowledge Reading Material Table Manners Unit Twenty Chinese Food Restaurant Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Introducing Chinese Food Sample II Ordering a Chinese Dinner Sample III A Special Meal Part Three Related Background Khowledge Reading Material I The Culinay Arts of China Reading Material II Local Cuisine Reading Material III Chinese Banquet Unit Twenty-One Western Food Restaurant Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I At the Restaurant Sample II Western Food Part Three Related Background Knowledges Reading Material I Don'ts at the Table Reading Material II Western Banquet Unit Twenty-Two Room Service Part One Key Points for Teaching，Leaning&Assessment in the Unit Part Two sample Communication SamPle I The Procedure of Room Service Sample II Ordering Breakfast Part Three Related Background Khowledge Reading Material How to Meet Guests'Needs Unit Twenty-Three Buffet and Coffee Shop Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Buffet Sample II Coffee Break Part Three Related Background Khowledge Reading Material I Personnel Structure in the Foodservice Industry Reading Material II Coffee Break Unit Twenty-Four Complaints Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two Sample Communication Sample I Complaints about Food(I) Sample II Complaints about Food(II) Sample III Complaints about Service(I) Sample IV Complaints about Service(II) Part Three Related Background Knowledge Reading Material Learn to Be Good at Conversation Unit Twenty-Five Payment Part One Key Points for Teaching，Learning&Assessment in the Unit Part Two sample Communication Sample I By Credit Card Sample II By Traveler's Checks Part Three Related Background Khowledge Reading Material I Giving the Bill Reading Material II A New Way to Handle Accounts Unit Twenty-Six At the Bar Part One Key Points for Teaching，Leaning&Assessment in the Unit Part Two Sample Communication Sample I Chatting in the Bar Sample II At the Bar Part Three Related Background Khowledge Reading Material Beverage Service
Workshop Four English for Other Departments Unit Twenty-Seven English for Other Departments Part One Health Club Part Two Business Centre Part Three Post Office Part Four Shopping Part Five Beauty Parlor
Appendix I Appendix II Useful Sentence Patterns for Hotel Service Commonly Used Words and Terms in Hotels References
鄂公網(wǎng)安備 42010302001612號 