CONTENTS
目錄
PART l THE FRONT OFFlCE
前廳
INTRODUCTlON （導言) : The Manager's Remarks
(經理的話)
UNlT l Room Reservations (預訂客房)
l-l A Long Distance Call Reservation（長途電話預訂)
l-2 A Group Reservation (團體預訂)
1-3 A Local Call Reservation (市內電話預訂)
Structure Study: will be+doing sth (將來進行時)
Function Study: Connecting Telephone Calls (電話接綫)
Exercises（練習)
UNlT 2 At the Reception Desk （接待處)
2-1 At the Entrance (門口)
2-2 The Registration (登記)
2-3 Receiving a Walk-in Guest (接待過路客人)
Structure Study: to be going to do sth (一般將來時)
Function Study: Greetings and Getting Acquainted
(招呼與結識）
Exercises（練習)
UNlT 3 The Bellman (應接服務員)
3-1 Carrying Baggage (搬運行李)
3-2 Introducing Hotel Services (^-^^ttBKJg-)
3-3 Ticket-booking Service CiTM)
Structure Study: Let me Please don't Cffiffi'"])
How !Whata !? (^HX'oJ)
Function Study: Offering Help (t^ffi^Bb)
Exercises (S^^J)
UNlT 4 At the Information Desk (foliH^h)
4-1 MailService (ftP^Bg^-)
4-2 Introducing Some Scenic Spots (^i'^SX.i^)
4-3 Showing the Way (^SS)
Structure Study: Have you yet? ( Sl -j'E % fiS, Bf)
Function Study: Showing the Directions (^S^)
Exercises (i^^l)
UNlT 5 The Cashier (dj^^)
5-1 Foreign Currency Exchange (^ft^hrp)
5-2 Checking Out (^lfc)
5-3 Mis-calculation (itlfciH^)
Structure Study: We hope that (^i^A'"])
Function Study: Bidding Farewell (j^^J)
Exercises (^.^)
UNlT 6 Settling Guests' Complaints ('Sha^i^)
6-1 Changing a Room (^k^)
6-2 At the Lost and Found Desk (^WWl^)
6-3 Charging More (MW.^^)
Structure Study: He said (that) he
He told me(that) he W^^fS)
Function Study: Answering Complaints (["l^Si^)
ExercisesC^^J)
CONSOLlDATlON (X^?)
PART Ⅱ THE HOUSEKEEPlNG DEPARTMENT
房務部
INTRODUCTlON (導言）: The Manager's Remarks
(經理的話)
UNlT l Guiding the Guests to Their Rooms (引進客房)
l-l Recognizing the Guests (迎接新客)
l-2 About the Room Facilities (介紹房間設施)
1-3 About the Hotel Services (介紹服務項目 )
Structure Studys more than/the most
(形容詞和副詞的比較級和最高級)
Function Study: Imparting and Reporting Factual Information
(陳述和轉述事實）
Exercises (練習)
UNlT 2 Chamber Service (客房服務)
2-1 Making Up the Room (收拾房間)
2-2 The Turn-down Service (做晚床）
2-3 Repairing the TV Set (修理電視機)
Structure Study: to have it done (使役動詞)
Function Study: Promising (許諾)
Exercises (練習)
UNlT 3 Special Services (特彆服務)
3-1 Buying Things on Request (代客人購物)
3-2 About Room Service (客房用餐服務)
3-3 At Tea Time (茶點時間)
Structure Study: or ？? (選擇問句)
Function Study: Expressing and Responding to Gratitude
(錶示和迴答感謝)
Exercises (練習)
UNlT 4 Laundry Service (洗衣服務)
4-1 Explaining How to Get the Service (介紹洗衣服務)
4-2 Suggesting the Express Service (建議快洗服務)
4-3 "Honesty Is the Best Policy. " (誠實至上)
Structure Study: be+ done (被動語態)
Function Study: Expressing Obligation (責任)
Exercises (練習)
UNlT 5 Miscellaneous Services (多項服務)
5-1 Providing Something Extra on Request
(提供額外用品)
5-2 About Baby-sitting Service (托嬰服務)
5-3 Dealing with Emergency (處理緊急情況)
Structure Study: It's for sb to do sth（先行詞 it)
It's that (who whom) (強調型句型中的it）
Function Study: Sympathizing (同情)
Exercises (練習)
UNlT 6 Wake-up Call Service (喚醒服務)
6-1 Explaining Time Differences （解釋時差)
6-2 A Morning Call (叫早電話)
6-3 Leaving the Hotel (離店)
Structure Study: You're , aren't you? (反意問句)
Function Study: Giving Explanation (解釋)
Exercises (練習)
CONSOLlDATlON (復習)
PART Ⅲ FOOD AND BEVERAGE DEPARTMENT
? 餐飲部
INTRODUCTlON (導言）: The Manager's Remarks
(經理的話)
UNlT l At the Bar (酒吧)
l-l Shanghai Cocktail (上海雞尾酒）
l-2 Chinese and Foreign Wines （中外酒類)
1-3 Passing on a Message (傳遞口信)
Structure Study: What to do (不定式)
Function Study: Stating Preference (抉擇)
Exercises (練習)
UNlT 2 Seating the Diners (顧客就座)
2-1 Receiving the Diners (接待顧客)
2-2 A Reservation Call (訂餐電話)
2-3 When the Restaurant Is Full (餐廳客滿時)
Structure Study: may might could can't must have
done (情態動詞)
Function Study: Asking for Repetition (請求復述)
Exercises (練習)
UNlT 3 Taking Orders (點菜)
3-1 Helping toOrder Dishes (幫助點菜)
3-2 Chinese Food (中國菜)
3-3 Wine Orders (點酒）
Structure Study: who whom whose which that
when where (定語從句)
Function Study: Making Suggestions (建議)
Exercises (練習)
UNlT 4 Serving Dishes (上菜)
4-1 Misserving (上錯菜）
4-2 Normal Service for a Chinese Banquet
(中式宴會的正規服務)
4-3 Offering Room Service (提供客房內用餐服務)
Structure Study: if (真實條件從句和非真實條件從句)
Function Study: Apologizing (道歉)
Exercises (練習)
UNIT 5 Birthday Party (生日晚會)
5-1 Going to a Chinese Birthday Party
(參加中式生日宴會)
5-2 The Longevity Noodles (長壽麵）
5-3 Birthday Cake (生日蛋糕)
Structure Study: what is (what從句)
Function Study: Expressing Wishes and Congratulations
(祝願和慶賀)
Exercises (練習)
UNIT 6 Ways of Paying (付款方式)
6-1 Signing the Bill (簽帳單)
6-2 Paying with the Credit Card （用信用卡來付帳)
6-3 How to Pay for a Dinner Party of 200 People
(200人宴會如何結算）
Structure Study: V-ing (動句詞和現在分詞)
Function Study: Asking for Opinions (徵求意見)
Exercises (練習）
CONSOLIDATION (復習）
PART IV SHOPPING ARCADE
商場部
INTRODUCTION (導言): The Manager's Remarks
(經理的話)
UNlT l At the Tourist Souvenirs Department
(在旅遊記念品部)
l-l Greeting Customers (招呼顧客)
l-2 Recommending a Toy (推薦玩具)
1-3 Testing the Quality (檢測質量)
Structure Study: V-ed (過去分詞)
Function Study: Recommending (推薦)
Exercises (練習)
UNlT 2 At the Textile and Knitwear Department
(在紡織品部)
2-1 Talking about Fashion (談論時裝款式)
2-2 Choosing Colorful Silk Fabrics (挑選彩色絲綢麵料)
2-3 "The Great Wall Is Very Close to Me. "
(長城與我很帖近)
Structure Study: will have done (將來完成時)
Function Study: Making Business Appointments
(業務約會)
Exercises (練習)
UNlT 3 At the Arts and Crafts Department
（在工藝品部）
3-1 Correcting Errors (糾正錯誤)
3-2 Holding One-price Policy (堅持貨無二價方針)
3-3 Cooling Off a Persisteht Guest (擺脫客人糾纏)
Structure Study: Parenthesis (插入語)
Function Study: Declining (謝絕)
Exercises (練習)
UNlT 4 Pharmacy and Foodstuff (藥品和食品)
4-1 Persuading the Customer to Buy (說服客人買東西)
4-2 Handling Difficult Situations (應付睏難局麵)
4-3 Wrapping the Goods (包裝貨物）
Structure Study: Ellipsis (省略）
Function Study: Stating Cautions and Prohibi'tions
(告誡和禁止)
Exercises (練習)
UNlT 5 Chinese Seal Cutting, Paintings and Stationery
(刻印、繪畫和文具)
5-1 Making a Symbol of Love (愛的象徵)
5-2 Bringing Up a Better Understanding of Chinese
Culture (深入瞭解中國文化)
5-3 Ancient Culture and New Skills (古文化與新手藝)
Structure Study: Inversion (倒裝)
Function Study: Expressing Possibility (錶達可能性)
Exercises (練習)
UNlT 6 At theCashier's Desk, etc (在帳颱等)
6-1 Talking about Sizes (談論尺碼)
6-2 Showing by Comparison (貨比貨)
6-3 At the Cashier's Desk (在帳颱)
Structure Study: Prepositions (介詞)
Function Study: Hesitating (猶豫)
Exercises (練習)
CONSOLlDATlON (復習)
PART V ENGLlSH FOR HOTEL MANAGEMENT
飯店管理英語
INTRODUCTlON (導言): The General Manager's
Remarks （總經理的話)
UNlT l Hosting Guests (招待賓客)
l-l General Manager's Welcoming Speech
(總經理的歡迎辭)
l-2 Congratulating a Guest on Her Birthday
(祝賀客人生日)
1-3 PR Manager's Farewell Speech
(公關部經理的告彆辭）
Structure Study: "could" and "would"
Function Study: Representing Someone or a Group
(代錶個人或團體）
Exercises (練習)
UNlT 2 Sales Promotion (推銷)
2-1 Making an Appointment (約會)
2-2 Talking about Hotel Reservations
(洽談飯店預訂事宜)
2-3 Negotiating on Terms (談判價格）
Structure Study: "have to" and "must"
Function Study: Negotiating (談判)
Exercises (練習)
UNlT 3 Public Relations (公共關係)
3-1 Arranging for a Convention (安排分議)
3-2 Offering Special Services (提供特彆服務)
3-3 Soliciting Comments and Suggestions
(收集意見和建議)
(定冠詞“the”的用法)
Function Study: Politely Asking for Information or Consent
(有禮貌地詢問情況或徵得同意)
Exercises （練習)
CONSOLIDATION (復習)
APPENDIX I ELEMENTARY ENGLISH FOR
HOTEL STAFF AND MANAGEMENT
(飯店員工、乾部用基礎英語)
1 Courtesy English (通用禮貌英語)
2 For Hotel Staff (飯店員工用)
3 For Hotel Management (飯店乾部用)
4 For Hotel Shops (商場員工用)
APPENDIXⅡ USEFUL WORDS AND EXPRESSIONS
FOR HOTEL SERVICES
(飯店服務常用詞語）
1 At the Beauty Center (在美容中心)
2 At the Fitness Center (在健身中心)
3 Common Abbreviations for Hotel Business
Terminology (飯店業通用縮略語)
APPENDIX Ⅲ MENUS OF CHINESE AND WES-
TERN CUISINES (中西菜譜舉例)
1 Guangdong Cuisine (粵菜)
2 Sichuan Cuisine (川菜 )
3 French Cuisine (法國菜式)
4 Japanese Cuisine (日本菜式)
APPENDIX Ⅳ HOTEL ORGANIZATION CHART
(飯店機構錶)
· · · · · · (收起)