《酒店英语听说强化教程(附光盘第2版旅游专业英语规划系列教材)》是作者韩雪多年从事旅游教育一线教学工作总结出的专业精华。本次修订再版，作者审慎筛选，五易其稿，在吸收了多种版本专业英语教材之长的基础上，将自己近十年的教学经验融会贯通，并结合本专业教学实践性强的特点，设计了最新的技能训练，为学生们提供了一份融知识储备和实操训练于一体的新型教材。
本教材紧紧围绕酒店一线工作内容设计并展开，分为“前厅篇”、“客房篇”、“餐饮篇”和“其他部门篇”四大部分，共16个单元，每单元细分为5课，每课分为教学和练习两页内容。全书共计80课，各单元和各课内容设置比较均衡，便于课堂教学的开展和有针对性的课后练习。
Front Office Department
前厅篇
Unit 0ne Room Reservation客房预订
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
Unit Two Hotel Check-in酒店入住登记
Lesson 6 Working as a Receptionist做一名前台接待员
Lesson 7 Checking in Guests with Reservations预订客人入住登记
Lesson 8 Checking in a Group 团队入住登记
Lesson 9 Checking in Walk—in Guests无预订客人入住登记
Lesson 10 Dealing with Check—in Disputes处理入住登记纠纷
Unit Three Concierge Service礼宾服务 Front Office Department
前厅篇
Unit 0ne Room Reservation客房预订
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
Unit Two Hotel Check-in酒店入住登记
Lesson 6 Working as a Receptionist做一名前台接待员
Lesson 7 Checking in Guests with Reservations预订客人入住登记
Lesson 8 Checking in a Group 团队入住登记
Lesson 9 Checking in Walk—in Guests无预订客人入住登记
Lesson 10 Dealing with Check—in Disputes处理入住登记纠纷
Unit Three Concierge Service礼宾服务
Lesson 11 Hotel Facilities 酒店设施
Lesson 12 Bellboy Service行李生服务
Lesson 13 Running Errands for Guests为客人办事
Lesson 14 Helping with Flight Booking代订机票
Lesson 15 Hiring a Taxi租车服务
Unit Four Guest Service Center 宾客服务中心
Lesson 16 Working as a Telephone Operator做一名电话接线员
Lesson 17 Making DND设置“请勿打扰”服务
Lesson 18 Making a Long—distance Call拨打长途电话
Lesson 19 Making an In—house Phone Call拔打内部电话
Lesson 20 A Morning Wake—up Call 叫醒服务
Unit Five Handling Guest Complaints处理宾客投诉
Lesson 21 How to Deal with Complaints如何处理投诉
Lesson 22 Relocating Guests 换房间
Lesson 23 Complaints about Food and Service对食品及服务的投诉
Lesson 24 Handling Complaints about Laundry 处理洗衣服务的投诉
Lesson 25 Missing Valuables贵重物品遗失
Unit Six Checking Out结账离店
Lesson 26 Working as a Cashier做一名收银员
Lesson 27 Paying Hotel Bill in Cash现金付账
Lesson 28 Paying Hotel Bill by Credit Card信用卡付账
Lesson 29 Paying Hotel Bill with Traveler’S Checks旅行支票付账
Lesson 30 Mistakes on the Hotel Bill账单错误
Housekeeping D
客房篇
Unit Seven Room Cleaning 客房清扫
Lesson 31 The Hotel Guest Room酒店客房
Lesson 32 Postponing Room Cleaning推迟客房打扫服务
Lesson 33 Helping Guests with Special
帮助有特殊需求的客人
Lesson 34 Turn—down Service 开夜床服务
Lesson 35 An Improperly Cleaned Room未被打扫干净的房间
Unit Eight Laundry Service洗衣服务
Lesson 36 The Laundry List洗衣单
Lesson 37 Regular Laundry Service常规洗衣服务
Lesson 3 8 The Express Laundry Service快冼服务
Lesson 39 Misdirected Laundry衣物分送错误
Lesson 40 Laundry Damage送洗衣物受损
Unit Nine Guests’Requests客人的需求
Lesson 41 Being Friendly and Helpful友爱助人
Lesson 42 Obtaining Items借用物品
Lesson 43 Internet因特网
Lesson 44 Meeting Requirements 满足客人需求
Lesson 45 Dealing with Emergencies处理突发事件
Unit Ten Repair and Maintenance Service维修服务
Lesson 46 How May I Help You?我能帮您吗
Lesson 47 The Toilet Won’t Work抽水马桶有问题
Lesson 48 A Problem with the Air—conditioner处理空调问题
Lesson 49 The Bathroom Floor Is Flooded卫生间地面严重积水
Lesson 50 We Are Very Sorry我们深表歉意
Food&Beverage D
餐饮篇
Unit Eleven Restaurant Reservation&Welcoming Guests餐饮预订及迎宾
Lesson 5 l Greeting Guests迎宾
Lesson 52 Booking a Private Room预订包房
Lesson 53 Banquet Reservation宴会预订
Lesson 54 Seating Guests迎宾入座
Lesson 55 Our Restaurant Is Full餐位已满
Unit Twelve At the Chinese Restaurant 扭曳聚真
Lesson 56 Chinese Cuisine中国菜系
Lesson 57 Taking Orders点菜
Lesson 58 Sichuan Cuisine 川菜
Lesson 59 Misdirected Service 上错菜
Lesson 60 Signing the Bill单
Unit Thirteen At the Western Restaurant 在西餐厅
Lesson 61 Working in F&B Department在餐饮部工作
Lesson 62 Buffet Service 自助餐
Lesson 63 American Breakfast关式早餐
Lesson 64 Dinner a la Carte零点服务
Lesson 65 One Bill or Separate Bills?分单还是合?
Unit Fourteen At the Bar在酒吧
Lesson 66 What Would You Like to Drink?您想喝点什么
Lesson 67 A Glass of Fresh Orange Juice一杯鲜橙汁
Lesson 68 A Cup of Cappuccino卡布奇诺咖啡
Lesson 69 Recommending Drinks 推荐酒水
Lesson 70 Trying Local Beer品尝当地啤酒
Unit Fiheen Room Service客房送餐服务
Lesson 71 Room Service客房送餐服务
Lesson 72 Ordering Breakfast bv Phone 电话点餐
Lesson 73 A Fruit Platter水果盘
Lesson 74 Room Service Delay送餐服务延迟
Lesson 75 A Birthday Party 生日聚会
Miscellaneous De
其他部门篇
Unit Sixteen Business and Entertainment Services 商务及康乐服务
Lesson 76 At the Fitness Center在健身俱乐部
Lesson 77 At the Swimming Pool在游泳池
Lesson 78 At the Hotel Shop在酒店商场
Lesson 79 At the Business Center在商务中心
Lesson 80 Convention Service会议服务
附录
Appendix 1 Exercise Keys练习答案
Appendix 2 Tape Scripts录音材料
书单推荐
