前言

English for Hotels

Chapter 1  Hotel Inquiries

  Ⅰ Hotel facilities

  Ⅱ Giving hotel information

  Ⅲ What would you say

  Ⅳ Handicapped facilities and amenities

  Ⅴ Do you have any facilities for disabled guests

  Ⅵ Describing the functions of hotel facilities

  Ⅶ Practice

  Ⅷ Getting around the city

  Ⅸ Introducing hotel facilities

  Ⅹ Still to come: The Hobbit Motel, New Zealand

  Ⅺ Glossary

Chapter 2  Taking Reservations

  Ⅰ Discussion

  Ⅱ What type of room would you like

  Ⅲ Reserving a room for a couple

  Ⅳ How many nights will you stay

  Ⅴ Understanding guests' special requests

  Ⅵ Getting guests' contact information

  Ⅶ Summarizing information

  Ⅷ How to upsell rooms on the phone

  Ⅸ Upselling skills

  Ⅹ Changing the booking

  Ⅺ Role play

  Ⅻ Still to come: A letter of room confirmation

  ⅩⅢ Glossary

Chapter 3  Checking in Guests

  Ⅰ Registration process

  Ⅱ Checking in guests

  Ⅲ Word learning

  Ⅳ The four stages of front desk upselling

  Ⅴ Role play

  Ⅵ Handling special requests

  Ⅶ Pair work

  Ⅷ Methods of payment

  Ⅸ Terms of payment

  Ⅹ Still to come: Dealing with difficult situations

  Ⅺ Glossary

Chapter 4  Attending to Guest Needs (1)

  Ⅰ Getting to know lobby items

  Ⅱ Hotel services

  Ⅲ Welcoming the guest

  Ⅳ Asking for or offering help

  Ⅴ Valet parking

  Ⅵ room tour

  Ⅶ Remembering to sell

  Ⅷ Storing luggage

  Ⅸ What you would say

  Ⅹ Still to come: Golden service standards of the Ritz-Carlton Hotel

  Ⅺ Glossary

Chapter 5  Attending to Guest Needs (2)

  Ⅰ Questions about facilities and activities

  Ⅱ Queries regarding hotel or local amenities and events

  Ⅲ Answering the guests' queries

  Ⅳ Word practice

  Ⅴ Practice

  Ⅵ Answering questions on the telephone

  Ⅶ Wake-up call service

  Ⅷ Handling wake-up calls more effectively

  Ⅸ Taking a message

  Ⅹ Still to come : Providing excellent customer service

  Ⅺ Glossary

Chapter 6  Guest Care in Rooms

  Ⅰ Guest room supplies

  Ⅱ Three steps to good guest service

  Ⅲ Responding to guest requests

  Ⅳ Knowing the bedroom

  Ⅴ Cleaning the bathroom

  Ⅵ Responding to guest instructions

  Ⅶ Cleaning tasks

  Ⅷ Turn-down service

  Ⅸ Still to come: A housekeeping word search game

  Ⅹ Glossary

Chapter7  On the Menu

  Ⅰ Food knowledge review

  Ⅱ The first day of the restaurant job

  Ⅲ Seating the customers

  Ⅳ Taking meal orders

  Ⅴ Coffee culture

  Ⅵ Booking a table

  Ⅶ Pair work

  Ⅷ Room service

  Ⅸ Upselling food items

  Ⅹ Still to come: World famous cuisines

  Ⅺ Glossary

Chapter 8  Bar Services

  Ⅰ A glassware tour

  Ⅱ Setting up the bar station

  Ⅲ A drink at the bar

  Ⅳ Working with words

  Ⅴ Being a good seller

  Ⅵ At the happy hours

  Ⅶ Good public relation

  Ⅷ More of polite language

  Ⅸ Arrangements about bills

  Ⅹ Still to come: How to be a successful bartender

  Ⅺ Glossary

Chapter 9  Checking out Guests

  Ⅰ Discussion

  Ⅱ Cashier tools

  Ⅲ A normal check-out

  Ⅳ Verifying methods of payment

  Ⅴ A late check-out

  Ⅵ Working with words

  Ⅶ Pair work

  Ⅷ Dealing with problems

  Ⅸ Exchanging foreign currencies

  Ⅹ Express check-out

  Ⅺ Still to come: The guest folio

  Ⅻ Glossary

Chapter 10  Handling Problems and Complaints

  Ⅰ Identifying problems in the hotel

  Ⅱ Reporting problems

  Ⅲ Understanding complaints

  Ⅳ Four steps to solving problems

  Ⅴ Responding to complaints

  Ⅵ Solving problems

  Ⅶ Working with words

  Ⅷ Practising handling guests complaints

  Ⅸ Dealing with a complaining guest

  Ⅹ Pair work

  Ⅺ Still to come: Anecdotes of staying in the hotel

  Ⅻ Glossary