本书不仅是饭店服务人员训练英语会话必备之书，也适用于饭店就业人员的培训指导之用。全书分为旅客住宿饭店必备常识、接待服务英语会话须知、实况会话及活用例句几个部分分别详细介绍了饭店英语的方方面在。

第1篇 旅客住宿饭店必备常识Basic Knowledge

1.饭店住宿难题解决对策/2

2.自助旅行的规则/13

第2篇 接待服务英语会话须知Basic Service English

1.接待旅客英语会话注意事项/20

2.接待旅客基本英语会话句型/24

3.基本的电话应对/36

第3篇 提送行李的服务Bellman Services

1.带领至前台/42

To the Front Desk

2.带领至客房/44

Check in to Room

3.搭乘电梯/46

Taking the Elevator.

4.到达客房时/49

Arriving at the Room

5.分送行李/52

Standard Delivery

6.送错行李时/53

Delivery to the Wrong Room

7.回应客人的召唤 /56

Answering Calls

8.退房时拿行李下楼/S8

Bringing Baggage Down

9.客人要求提取行李时/61

Picking Up the Guest’S Bags

10.领取行李时/63

Collecting One’S Bags

11.寄存物品时/65

Depositing Some Items

12.领取寄存物品时/67

Collecting One’S Items

13.遗失取物牌时/68

Tag Being Lost

14.门房的应对/71

Doorman’S Service

第4篇 订房专线Room Reservations

1.来自国内的预约/74

Reservation frOm a Domestic Source

2.由第三者预约时/77

Reservation Made by a Third Partv

3.来自国外的预约/81

Reservation from 0verseas

4.没有想要的客房/83

Desired Room Being Unavailable

5.饭店客满时 /85

When the Hotel Is Full

6.无法连续预约至期满/88

Can’t Be Booked for All the Nights Requested

7.提供差一等的客房/91

A LowerQualityIsOffered

8.询问对房间视野的喜好/92

Room View

9.询问对房间类型的喜好/93

Room Type

10.床位大小及数目/95

Bed—size ＆ Number in Room

11.确认预约的电话/97

Confirmation Call

12.变更预订的日期/100

Change of Reservation Date

13.由第三者取消预约时/102

Cancellation by a Third Party

第5篇 前台(入住登记)The Front Desk(Check—in)

1.入住登记手续/106

Check—in Procedure

2.高峰时间的入住登记/109

Check—in at a Busy Time

3.确认难懂的姓名/112

Confirmation of Difficult Surnames

4.由公司付账的入住登记/114

On a Company Account

5.顾客持有预付收据售寸/117

With a Hotel Voucher

6.确认付款方式/119

Confirmation of Wav of Payment

7.无预约记录且饭店客满时/121

When Reservation Can’t Be Located

8.再度光临而房间费不同时/124

Room Rate Changes for a Returning Guest

9.旅行团的入住手续/127

Tour Group Check—in

对团体顾客的说明练习/131

第6篇 提供各项资料Information

1.询问客房号码时/136

Room Number Information

2.所查询姓名未列在表上/138

The Name Doesn’t Appear on the List

3.留言给住宿旅客/1 40

Message for a Staying Guest

4.替客人传话/144

Guest Location

5.介绍临近场所/147

For Nearby Locations

6.介绍较远的场所/149

For Faraway Locations

7.指示客人如何到饭店/150

Giving Directions to the Hotel

8.指示客人如何到目的地/1 S2

Giving Directions to the Destination

9.提供逛街观光资料/15S

Information for Shopping ＆ Sightseeing

10.亲手递交包裹/157

Delivery of Packages by Hand

11.代客人转交信件/160

Forwarding Letters

12.递交·寄送邮件/163

Delivering ＆ Sending Mail

13.广播呼叫客人/166

Paging

14.领取钥匙时/168

Picking Up Room Key

15.因整修而要求客人换房间/170

Room Change Due to Repairs

16.想多住几天却没有空房时/173

Wishing to Extend One’S Stay but No Room Available

17.要求帮忙查询电话号码/176

Looking Up a Telephone Number

第7篇 会计部门The Front Cashier

1.结账退房手续/180

Check—out Procedure

2.由公司付账的情形/184

Check—out by Company Account

3.解释信用卡限额/186

Explaining Credit Limits

4.标准汇兑手续/189

Standard Exchange Procedure

5.说明夜间汇兑限额/191

Explaining the Night Change Limits

6.保险柜/194

Safety Deposit Box

第8篇 客房管理部Housekeeping

1.说明洗衣服务时间/198

Explaining Laundry Service Hours

2.洗衣服务受理程序/201

Laundry Reception Procedure

3.逾时送洗衣物/204

Too Late for That Day’s Laundry

4.需要干洗时/206

Dry-cleaned

5.结账后有物品遗留在房里/208

Checking Out but Leaving Some Items in the Room

回复询问遗失物品的信函/21 3

6.请求清理房间 /214

Asking to Clean the Room

7.借用电器设备时/216

Borrowing Equipment from Housekeeping

8.需要常备药品时/218

Asking for Simple Medicine

9.电视故障时/220

When TV Is Out ofOrder

10.被锁在防火道之外时/222

Being Locked Out of the Fire Exit

火灾时疏散客人实用语句 /226

地震时疏散客人实用语句/228

第9篇 转接电话Telephone Operators

1.外线电话的处理/230

Outside Calls

2.客房没有人回应时/233

No Reply from the Room

3.广播呼叫客人/235

Paging aGuest

4.被呼叫客人没有回应时/237

No Reply from the Paged Guest

5.抵达时外线电话已挂断/238

Outside Caller Being Cut Off

6.客房间的通话与外线电话/240

Room.to—room ＆ Outside Calls

7.早晨叫醒电话/242

The Morning Call

8.代理通话服务/244

Answering Service

9.对电话占线的抱怨/246

Complaint about a Busy Line

10.越洋接听人付费电话/248

Incoming Collect Call from Overseas

11.越洋叫人电话/251

Outgoing Overseas Person—to—person Call

12.直拨叫号电话/254

Station Call—direct Dialling

13.国际电话费用/257

International Rates

14.抱怨线路有杂音/259

Complaints about Noise on the Line

第10篇 餐饮部门Food & Beverage-Department

1.餐厅预订/262

Restaurant Reservations

2.接待客人/265

Receiving the Guest

3.点菜 /268

Taking Orders

4.上菜/271

Serving the Food

5.付账/274

Presenting the Bill

5.酒吧/277

Bar Service