饭店工作英语教学指导PDF格式文档图书下载

Grade Ⅰ （Preliminary） 3

Listening Exercises 3

第一单元　打招呼及送行 3

第二单元　询问公共场所 4

第三单元　请客人等候以及提供帮助 5

第四单元　打电话 6

第五单元　祝贺及感谢 7

第六单元　要求及投诉 8

第七单元　同情与关心 9

第八单元　爱好与满意 10

第九单元　前厅 11

第十单元　房务 12

第十一单元　餐饮 13

第十二单元　在银行 14

第十三单元　在海关 15

第十四单元　在邮局 16

第十五单元　在医院 17

第十六单元　旅行 18

第十七单元　电信 19

Grade Ⅱ　（Intermediate）Front Office 23

Unit One At the Airport 23

Unit Two Room Reservations 26

Unit Three Bellman 29

Unit Four Reception and Check-in 31

Unit Five At the Information Desk 34

Unit Six Sales Promotions 36

Unit Seven Public Relations 39

Unit Eight Front Cashier 42

Unit Nine Business Center 45

Unit Ten Operator 47

Housekeeping 49

Unit Eleven Floor Attendant 49

Unit Twelve Chamber Service 51

Unit Thirteen Laundry Service 53

Unit Fourteen Miscellaneous Services 55

Unit Fifteen Dealing with Emergencies 57

Food ＆ Beverage 59

Unit Sixteen Reservations 59

Unit Seventeen Seating Guests 61

Unit Eighteen Chinese Food Service 64

Unit Nineteen In the Coffee Shop 67

Unit Twenty At the Bar 70

Unit Twenty-one Room Service 72

Unit Twenty-two Ways of Paying 74

Unit Twenty-three Guest Complaints 76

Unit Twenty-four A Birthday Party 79

Shopping 81

Unit Twenty-five At the Textile and Knitwear Counter 81

Unit Twenty-six At the Jewelry and Crafts Counter 84

Unit Twenty-seven At the Medicine and Foodstuff Department 87

Unit Twenty-eight At the Chinese Arts and Stationery Department 90

Health and Recreation 93

Unit Twenty-nine At the Health Center 93

Unit Thirty In the Beauty Salon 96

Unit Thirty-one Recreation 99

Grade Ⅲ　（Advanced） 105

Part One 105

Unit One The Front Office 105

Unit Two The Housekeeping Department 107

Unit Three Food and Beverage Department 109

Unit Four The Sales and Marketing Department 111

Unit Five The Maintenance Department 113

Unit Six The Security Department 115

Unit Seven The Human Resources Department 117

Unit Eight The Finance Department 119

Part Two 121

Unit Nine Tourism Industry（Ⅰ） 121

Unit Ten Tourism Industry（Ⅱ） 124

Unit Eleven Hotel Industry 127

Unit Twelve Hotel Chains in the World 130

Unit Thirteen Competition in Hotel Industry 133

Unit Fourteen Computer Systems in Hotels 136

Unit Fifteen An Interview on Hotel Business 139

Unit Sixteen Complaints 142

《饭店工作英语》全真试题 145

Grade Ⅰ（Preliminary） 145

初级全真试题及答案（A） 145

初级全真试题及答案（B） 152

初级全真试题及答案（C） 159

Grade Ⅱ（Intermediate） 166

中级全真试题及答案（A） 166

中级全真试题及答案（B） 177

中级全真试题及答案（C） 188

Grade Ⅲ（Advamced） 199

高级全真试题及答案 199

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