Part One English for Hospitality Basics 第一部分 酒店基础英语
Chapter One Hospitality Basics 酒店基础
1.1 Functions，Categories，and Ratings
1.2 Hotel Organization
1.3 Hotel Operating Models
1.4 Hotel Guests，Guest Cycle，and Hotel Services
Chapter Two Service Guide 服务指南
2.1 Hotel Profile，Welcome Speech，and Environment Commitment
2.2 Hotel Rules and Regulations
2.3 Front 0币ce Services
2.4 Housekeeping Services
2.5 Food and Beverage Services
2.6 Conference and Recreation Services
Chapter Three Hospitality Management 酒店管理
3.1 Hotel Management
3.2 Hotel Human Resources Management
3.3 Hotel Finance Management
3.4 Hotel Engineering Management
3.5 Hotel Security Management
3.6 Hotel Marketing Management
Chapter Four Rooms Division 房务部
4.1 FrontOfficeDepartment
4.2 Housekeeping Department
Chapter Five Food & Beverage Division 餐饮部
5.1 Overview ofFood&Beverage Division
5.2 Food Service Department
5.3 Other Subordinate Departments
Chapter Six Convention，Recreation，and Complaints 会议服务、康乐服务与投诉处理
6.1 Convention and Recreation
6.2 Complaints
Part Two English for Hotel Services 第二部分 酒店服务英语
Chapter Seven General Expressions基本交际用语
7.1 Making Greetings
7.2 Bidding Farewells
7.3 Giving Thanks
7.4 Making Apologies
7.5 Giving Wishes
7.6 Giving Comforts，Congratulations，and Compliments
7.7 Making Requests
7.8 Giving Permissions
7.9 Offering Services
7.10 Giving Directions
7.1 1 Giving Reminders
7.12 Making Responses
7.13 Making Telephones
Chapter Eight Situational Expressions情景交际用语
8.1 Front Office Staff
8.2 Housekeeping Staff
8.3 Restaurant Staff
8.4 Management
Chapter Nine Hotel Application Forms酒店应用表单
Chapter Ten Food & BeverageMenus酒店餐饮菜单
10.1 Chinese Food
10.2 WesternFood
10.3 Wines List
10.4 DrinksList
Appendix 附录(单独成册)