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- ISBN��9787563745319
- �l�δa��9787563745319 ; 978-7-5637-4531-9
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�ǻ۾Ƶ�Ӣ�Z ���ݺ���
���ǻ۾Ƶ�Ӣ�Z��һ�����@���ֻ��Ƶ��\�I�����퍏λ�����֪�R�ͼ��ܣ��֞����ǻ۾Ƶꡢǰ�d���ͷ�������������Ƶ�����|���������I�N�c�͑��S�o��δ���lչ�˂�ģ�K����Ӌ22����Ԫ��ÿ��Ԫ���������̌W�h�����քe�ǣ�Warming Up�������W����Ӣ�Z�˽����P���T��ܛӲ���Oʩ�������I�պ͍�λ�΄գ���Listening���� ����Ԓ����ʽչʾ���͍�λ�΄գ�ͨ�^�`����ӵľ����������W���ľƵ�Ӣ�Z ��ˮƽ����Reading����B�ǻ۾Ƶ�����T�ֹ�����λ���|Ҫ���ǻ۾Ƶ�Ĕ��ֻ����ռ������k��ܛ�������P֪�R����ߌW����Ӣ�Z��x��������Oral Practice�����Ŀ���΄յ���ʽ��ͨ�^Ӣ�Z�Z�Բپ�얹̻�����λ֪�R����Ɍ��ͷ��գ���Writing���ڌW�����ĵĻ��A�ϣ����Ƶ곣�õ�Ӣ�Z���ĺͱ���Review and Practice���ṩ�~�R���Z���ͷ��g�����������W����Ӣ�Z�Z�Ի��A����ÿ����Ԫ���OӋ�ˌW���u�������h������������ȱ�a©��
�ǻ۾Ƶ�Ӣ�Z Ŀ�
Module One Welcome on Board
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Unit 01 Modern Hotel Industry �F���Ƶ�I
Part I Warming Up
1. Types of Hotels �F���Ƶ�ķ��
2. Departments of a Hotel �Ƶ�����T
Part II Listening
1. A Telephone Inquiry �����˵��Ԓ��ԃ
2. What a Smart Hotel! �F���Ƶ�����ܣ�
Part III Reading
1. Hospitality Industry: Exploring the Latest Trends �Ƶ�I��څ��
2. Types of Hotels �Ƶ�����
Part IV Oral Practice
1. What Kind of Hotel Do You Want? ����Ҫʲô�ӵľƵꣿ
2. What Type of Room Would Be Suitable for You? �m�����ķ��g
Part V Writing
Job Application Letter ����
Part VI Review and Practice
Self-assessment
Unit 02 Job Interview �� ԇ
Part I Warming Up
1. An Online Job Off er �W�j��Ƹ
2. Which Position Are You Interested in? ���������λ
Part II Listening
1. How Qualifi ed You Are �ǻ۾Ƶ���Ҫ��
2. Questions from Your Future Employer ���Թ������ᆖ
Part III Reading
1. Pre-interview Tips ��ԇǰ�Ľ��h
2. Top Skills Employers Want δ������ϣ���T���߂�ļ���
Part IV Oral Practice
1. A Good Self-introduction Counts a Lot һ�ݺõ����ҽ�B���°빦��
2. A Simulated Job Interview ģ�M��ԇ
Part V Writing
Resume ��Ӻ��v
Part VI Review and Practice
Self-assessment
Module Two Front Offi ce
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Unit 03 Reservation �A ӆ
Part I Warming Up
1. Room Type ���g���
2. Suite Type �����
Part II Listening
1. Receiving an FIT Reservation ����ɢ���Aӆ
2. Taking Down the Guest’s Information ӛ䛿�����Ϣ������
Part III Reading
1. What Is Front Offi ce Department? ǰ�d������
2. New Technologies in Hotel Rooms �Ƶ�ͷ�����¿Ƽ�
Part IV Oral Practice
1. FIT Reservation ɢ���Aӆ
2. Summary of the Working Procedure �Aӆ���̿��Y
Part V Writing
E-version Reservation Form ��Ӱ��Aӆ��
Part VI Review and Practice
Self-assessment
Unit 04 Modifi cation and Cancellation of Reservations���ļ�ȡ���Aӆ
Part I Warming Up
1. Ways to Reserve �Aӆ��ʽ
2. Receiving Reservations �Aӆ�Ӵ�
Part II Listening
1. Can I Put Your Name on Our Waiting List? ������������a���Ά
2. Would You Mind Changing It for Another Room? ������Qһ�N���͆
Part III Reading
1. Guaranteed Reservation in Hotels �Ƶ���ı��C���Aӆ
2. Overbooking ���~�Aӆ
Part IV Oral Practice
1. Modifi cation of Reservation �����Aӆ
2. Cancellation of Reservation ȡ���Aӆ
Part V Writing
Notice for Extra Bed �Ӵ�֪ͨ��
Part VI Review and Practice
Self-assessment
Unit 05 Check-in �� ס
Part I Warming Up
1. Abbreviations ǰ�d�����g�Z�s��
2. Smart Reception �ǻ�ǰ�_
Part II Listening
1. Group Check-in ��F����k����ס
2. FIT Check-in ��ɢ���k����ס
Part III Reading
1. New Technologies Make Your Stay More Enjoyable�Ƶ���¼��g����ס���w�������m
2. What Is Hotel PMS? ʲô�ǾƵ�ǰ�_����ϵ�y��
Part IV Oral Practice
1. Check-in for Guest with Reservation �����Aӆ�Ŀ����k����ס
2. Check-in for a Walk-in Guest ��o�Aӆ�Ŀ����k����ס
Part V Writing
Registration Form ��ס��ӛ��
Part VI Review and Practice
Self-assessment
Unit 06 Concierge in Smart Hotels �ǻ۾Ƶ�ĶY�e����
Part I Warming Up
1. Concierge Service �Y�e����
2. Helping the Guest to Do Self Check-in �Ϳ����k��������ס
Part II Listening
1. Showing Guest to the Room ���������M��ͷ�
2. Airport Representative ���͙C����
Part III Reading
1. Smart Concierge �ǻ۾Ƶ�Y�e����
2. What Is Concierge? ʲô�ǶY�e���գ�
Part IV Oral Practice
1. Bell Service �������
2. Booking a Show Ticket �Aӆ�ݳ��TƱ
Part V Writing
A 2-Day-Tour Itinerary ���վ�Ʒ���г�
Part VI Review and Practice
Self-assessment
Unit 07 Check-out �Y�~����
Part I Warming Up
1. Room Status ���B
2. Ways of Payment ֧����ʽ
Part II Listening
1. A Miscalculated Hotel Bill ̎���e�`�~��
2. Let Me Draw the Bill for You ����˜ʂ������~��
Part III Reading
1. Contactless Experiences in a Hotel �o���|�����w�
2. E-CNY ���������
Part IV Oral Practice
1. FIT Check-out ɢ������
2. Group Check-out �F�����
Part V Writing
Logbook for Receptionist ǰ�_�Ӵ���������ӛ�
Part VI Review and Practice
Self-assessment
Module Three Housekeeping
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Unit 08 Routine Housekeeping Service ��Ҏ�ͷ�����
Part I Warming Up
1. Room Facilities �ͷ��Oʩ
2. Linen Products �ͷ����ò���
Part II Listening
1. Chamber Service �ͷ��坍����
2. Turndown Service ҹ������
Part III Reading
1. Chamber Service Procedure ���g�坍���ճ���
2. Intelligent Service in Guest Rooms ���ܿͷ�����
Part IV Oral Practice
1. Confi rming Housekeeping Service �_�J�ͷ�����
2. Intelligent Service in Guest Rooms ���ܿͷ�����
Part V Writing
Laundry Form ϴ��
Part VI Review and Practice
Self-assessment
Unit 09 Smart Room System ���ܿͷ�ϵ�y
Part I Warming Up
1. Room Facilities �ͷ��Oʩ
2. Smart Room Facilities �ͷ������Oʩ
Part II Listening
1. Introducing Smart Room Facilities ���ܿͷ��O���B
2. Reporting Malfunctions �Oʩ���ψ���
Part III Reading
1. Room Facility Maintenance and Repair �ͷ��O��S���c���B
2. Smart Room Management System ���ܿͷ�����ϵ�y
Part IV Oral Practice
1. Repair and Maintenance Service Orientation �ͷ��S������Ӗ
2. Malfunction Service ���ψ�����
Part V Writing
Maintenance Record �S��ӛ�
Part VI Review and Practice
Self-assessment
Unit 10 Robot Delivery Service for Room Supplies�ͷ���Ʒ�������ͷ���
Part I Warming Up
1. Basic Room Supplies ��Ҏ�ͷ���Ʒ
2. Types of Robot Delivery Services �������ͷ���e
Part II Listening
1. Room Supplies Delivery ���Ϳͷ���Ʒ
2. Robot Delivery Application �������͑��ó���
Part III Reading
1. Smart Delivery Service �ǻۿͷ���Ʒ���ͷ���
2. Hotel Service Robots �Ƶ����ܷ��ՙC����
Part IV Oral Practice
1. Arranging Room Supply Delivery ���ſͷ���Ʒ����������
2. Introducing Smart Room Supply Delivery Service��B�ͷ���Ʒ�������ͷ���
Part V Writing
Housekeeping Trace List �ͷ��������
Part VI Review and Practice
Self-assessment
Module Four Food and Beverage
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Unit 11 Chinese Food �вͷ���
Part I Warming Up
1. Some Typical Chinese Dishes �Ї���ɫ����
2. Food Service Equipment ������O��
Part II Listening
1. Making a Reservation �в��Aӆ
2. Recommending Dishes ���]��Ʒ
Part III Reading
1. Delight Your Diners with Smart Restaurant Technology�ǻ��в͏d�Ͳ��w���䐂
2. Tasty Chinese Food ��ζ�Ї���
Part IV Oral Practice
1. Handling Table Reservations �вͲ�λ�Aӆ
2. Dealing with Restaurant Complaints ̎���òͿ���Ͷ�V
Part V Writing
Table Reservation Form ��Ӳ�λ�Aӆ��
Part VI Review and Practice
Self-assessment
Unit 12 Western Food ���ͷ���
Part I Warming Up
1. Some Typical Western Dishes ��ɫ����
2. Western Tableware ���Ͳ;�
Part II Listening
1. Receiving Walk-in Guests �Ӵ��o�Aӆ����
2. Discussing about Western Table Manners ���Ͳ����Y�x
Part III Reading
1. Dining in a Western Way ���ͶY�x
2. Big Data to Create Better Dining Experience ��������w�
Part IV Oral Practice
1. Steps for Serving Western Food �����òͷ���
2. Ordering Service in a Western Restaurant �����c�ͷ���
Part V Writing
Menu and Bill �ˆ��c�~��
Part VI Review and Practice
Self-assessment
Unit 13 Beverage Service ��ˮ����
Part I Warming Up
1. Types of Beverage ��Ҫ��ˮ�N�
2. Bar Utensils ��Ҋ�ư��þ�
Part II Listening
1. Serving Beverage ��ˮ����
2. Recommending Wines ���]���;�
Part III Reading
1. Meet Cecilia—the Robot Bartender �C�����{�Ǝ�
2. Working as a Bartender �{�Ǝ��ճ�����
Part IV Oral Practice
1. Recommending Beverages ��������]��ˮ
2. Introducing the Robot Bartender ��B�C�����{�Ǝ�
Part V Writing
The Bar Bill ��ˮ��
Part VI Review and Practice
Self-assessment
Unit 14 Banquet Service �������
Part I Warming Up
1. Types of Banquets ��Ҋ����N�
2. Banquet Facilities ����Oʩ�O��
Part II Listening
1. Receiving a Business Banquet Reservation ����Aӆ
2. Suggesting Banquet Decorations ��ӑ����OӋ���}
Part III Reading
1. Digital Banquet Facilities ���ֻ�����Oʩ�O��
2. How to Book a Banquet? ����Aӆ�����
Part IV Oral Practice
1. Explaining Banquet Facilities ��B���ֻ����ϵ�y
2. Designing a Banquet Menu �OӋ����ˆ�
Part V Writing
Confi rmation Email �_�J�Aӆ���]��
Part VI Review and Practice
Self-assessment
Module Five Health & Recreation
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Unit 15 Fitness Center & Swimming Pool �������ļ���Ӿ��
Part I Warming Up
1. Fitness Facilities �����Oʩ
2. Swimming and Waterproof Equipment ��Ӿ����ˮ�O��
Part II Listening
1. Introducing Health Club to the Guest ����˽�B��������
2. At the Indoor Swimming Pool ���҃�Ӿ��
Part III Reading
1. What Is Recreation Center? ���^�ʘ�����
2. The Benefi ts of Swimming ��Ӿ�ĺ�̎
Part IV Oral Practice
1. Fitness Center Service Procedure �������ķ��ճ���
2. Swimming Pool Service Ӿ�ط���
Part V Writing
Fitness Club Advertisement �����㘷���V��
Part VI Review and Practice
Self-assessment
Unit 16 SPA Service ˮ������
Part I Warming Up
1. Facial Treatment �沿�o��
2. Massage Treatment ��Ħ����
Part II Listening
1. SPA Service ˮ������
2. Recommending a Beauty Treatment ���]�����o���Ŀ
Part III Reading
1. An Introduction to Beauty Salon & Modern SPAs����ɳ���ͬF��ˮ����B
2. An Introduction to Hot Spring Fish Therapy ��Ȫ�~����B
Part IV Oral Practice
1. SPA Reservation Service ˮ���Aӆ����
2. Managing Guest Record in SPA Service System
SPA ����ϵ�y�еĿ͑�����
Part V Writing
Beauty SPA Customer Profi le ���� SPA �͑��n��
Part VI Review and Practice
Self-assessment
Module Six Quality Management of Hotel Service
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Unit 17 Handling Guest Complaints ̎�����˵�Ͷ�V
Part I Warming Up
1. Guests’ Requests ��Ҋ�Ŀ����V��
2. Staff Who Will Handle Guest Complaints in a Restaurant�͏dؓ؟̎������Ͷ�V�ĆT��
Part II Listening
1. Dealing with Complaints about Housekeeping Service ̎���ͷ���Ͷ�V
2. Dealing with Complaints about F&B Service ̎�����Ͷ�V
Part III Reading
1. Complaints Are Like the Double-edged Sword Ͷ�V��һ���p�Є�
2. Analysis on Comments �͑���Ҋ����
Part IV Oral Practice
1. Handling Routine Complaints ��ҎͶ�V��̎��
2. Handling Non-routine Complaints �dz�ҎͶ�V��̎��
Part V Writing
In Response to Guest Complaints �ؑ�Ͷ�V
Part VI Review and Practice
Self-assessment
Unit 18 Internal Supervision �Ȳ�����
Part I Warming Up
Positions Concerning Internal Supervision �Ȳ��������P��λ
Part II Listening
1. Claiming for Damage and Loss ��Ʒ�p�ĺ�ؔ�a�pʧ�����r
2. Dealing with Laundry Damage Caused by Employees’ Negligence̎����T���^ʧ���µ�ϴ�p�Ć��}
Part III Reading
1. Introduction to Deming PDCA Cycle ���� PDCA ѭ�h��B
2. Service Quality in Hospitality Industry ���I��|������
Part IV Oral Practice
Employee Performance Management �T��������
Part V Writing
Notice ֪ͨ
Part VI Review and Practice
Self-assessment
Module Seven Marketing and Client Maintenance
�I�N�c�͑��S�o
Unit 19 Marketing �I �N
Part I Warming Up
1. Types of Marketing Research �Ј��{�е���Ҫ��ʽ
2. Types of E-marketing �W�j�I�N��ʽ
Part II Listening
1. Presenting Survey Results �����Ј��{�нY��
2. Marketing a New Product ӑՓ�®aƷ�I�N����
Part III Reading
1. E-marketing in Hospitality Industry �Ƶꔵ�ֻ��I�N
2. New Media Marketing �Ƶ���ý�w�I�N
Part IV Oral Practice
1. Market Research Procedure �Ј��{�еĹ�������
2. Discussing about E-marketing ӑՓ�W�j�I�N����
3. Analyzing Consumer Data �͑���Ϣ���ܻ�����
Part V Writing
Meeting Appointment Letter ���h�A�s�̄��ź�
Part VI Review and Practice
Self-assessment
Unit 20 Sales �N ��
Part I Warming Up
1. Sales Tools ��Ҏ�N�۹���
2. Major Parts of Hotel Ads �Ƶ�V��Ҫ��
Part II Listening
1. Selling a Large Wedding Banquet ���ͻ����N��
2. Negotiating Sales Terms ӑՓ�N�ۼ���
Part III Reading
1. Boost Direct Sales via AI & Big Data�˹����ܺʹ����N�۵Ĵ��M����
2. Revenue Management �������
Part IV Oral Practice
1. Summarizing the Sales Process �����N���^��
2. Selling a Business Meeting �̄Օ��h�N��
Part V Writing
Online Reviews and Feedback �����u�r�ͷ���
Part VI Review and Practice
Self-assessment
Module Eight Future Development
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Unit 21 Career Development �I�lչ
Part I Warming Up
Career Path in Hotels �Ƶ�ĕx��ͨ��
Part II Listening
1. Arranging for a Meeting �M��һ�Ε��h
2. Increasing the RevPAR ���ƽ��ÿ������
Part III Reading
1. Basic Skills in Hospitality Career Development�Ƶ�I�I�lչ�Ļ�������
2. Leadership Basics for Managers �������I�������A
Part IV Oral Practice
1. How to Become a Qualifi ed Supervisor ��γɞ�һ���ϸ������
2. Arranging for a Meeting �M��һ�β��T���h
Part V Writing
Daily Work Report �ճ��������
Part VI Review and Practice
Self-assessment
Unit 22 Becoming a Professional Hotel Manager�ɞ�һ�����I�ľƵ꽛��
Part I Warming Up
Structuring a Morning Briefi ng ���ų���
Part II Listening
1. A Manager’s Welcome Letter �����Ěgӭ��
2. Employee Motivation �T������
Part III Reading
1. A Day of a Hotel Manager �Ƶ꽛����һ��
2. Job Advertisement for a Hotel Manager �Ƶ꽛����Ƹ�V��
Part IV Oral Practice
1. Select-service Hotel GMs VS Full-service Hotel GMs���x���վƵ꿂���� VS ȫ���վƵ꿂����
2. Wishing YOU Success �Aף�ɹ�
3. Q&A of a General Manager’s Job ����������֪����
Part V Writing
A General Manager’s “Diary” �Ƶ꿂�����ճ�����ӛ�
Part VI Review and Practice
Self-assessment
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