前言
English for Hotels
Chapter 1  Hotel Inquiries
  Ⅰ Hotel facilities
  Ⅱ Giving hotel information
  Ⅲ What would you say
  Ⅳ Handicapped facilities and amenities
  Ⅴ Do you have any facilities for disabled guests
  Ⅵ Describing the functions of hotel facilities
  Ⅶ Practice
  Ⅷ Getting around the city
  Ⅸ Introducing hotel facilities
  Ⅹ Still to come: The Hobbit Motel, New Zealand
  Ⅺ Glossary
Chapter 2  Taking Reservations
  Ⅰ Discussion
  Ⅱ What type of room would you like
  Ⅲ Reserving a room for a couple
  Ⅳ How many nights will you stay
  Ⅴ Understanding guests' special requests
  Ⅵ Getting guests' contact information
  Ⅶ Summarizing information
  Ⅷ How to upsell rooms on the phone
  Ⅸ Upselling skills
  Ⅹ Changing the booking
  Ⅺ Role play
  Ⅻ Still to come: A letter of room confirmation
  ⅩⅢ Glossary
Chapter 3  Checking in Guests
  Ⅰ Registration process
  Ⅱ Checking in guests
  Ⅲ Word learning
  Ⅳ The four stages of front desk upselling
  Ⅴ Role play
  Ⅵ Handling special requests
  Ⅶ Pair work
  Ⅷ Methods of payment
  Ⅸ Terms of payment
  Ⅹ Still to come: Dealing with difficult situations
  Ⅺ Glossary
Chapter 4  Attending to Guest Needs (1)
  Ⅰ Getting to know lobby items
  Ⅱ Hotel services
  Ⅲ Welcoming the guest
  Ⅳ Asking for or offering help
  Ⅴ Valet parking
  Ⅵ room tour
  Ⅶ Remembering to sell
  Ⅷ Storing luggage
  Ⅸ What you would say
  Ⅹ Still to come: Golden service standards of the Ritz-Carlton Hotel
  Ⅺ Glossary
Chapter 5  Attending to Guest Needs (2)
  Ⅰ Questions about facilities and activities
  Ⅱ Queries regarding hotel or local amenities and events
  Ⅲ Answering the guests' queries
  Ⅳ Word practice
  Ⅴ Practice
  Ⅵ Answering questions on the telephone
  Ⅶ Wake-up call service
  Ⅷ Handling wake-up calls more effectively
  Ⅸ Taking a message
  Ⅹ Still to come : Providing excellent customer service
  Ⅺ Glossary
Chapter 6  Guest Care in Rooms
  Ⅰ Guest room supplies
  Ⅱ Three steps to good guest service
  Ⅲ Responding to guest requests
  Ⅳ Knowing the bedroom
  Ⅴ Cleaning the bathroom
  Ⅵ Responding to guest instructions
  Ⅶ Cleaning tasks
  Ⅷ Turn-down service
  Ⅸ Still to come: A housekeeping word search game
  Ⅹ Glossary
Chapter7  On the Menu
  Ⅰ Food knowledge review
  Ⅱ The first day of the restaurant job
  Ⅲ Seating the customers
  Ⅳ Taking meal orders
  Ⅴ Coffee culture
  Ⅵ Booking a table
  Ⅶ Pair work
  Ⅷ Room service
  Ⅸ Upselling food items
  Ⅹ Still to come: World famous cuisines
  Ⅺ Glossary
Chapter 8  Bar Services
  Ⅰ A glassware tour
  Ⅱ Setting up the bar station
  Ⅲ A drink at the bar
  Ⅳ Working with words
  Ⅴ Being a good seller
  Ⅵ At the happy hours
  Ⅶ Good public relation
  Ⅷ More of polite language
  Ⅸ Arrangements about bills
  Ⅹ Still to come: How to be a successful bartender
  Ⅺ Glossary
Chapter 9  Checking out Guests
  Ⅰ Discussion
  Ⅱ Cashier tools
  Ⅲ A normal check-out
  Ⅳ Verifying methods of payment
  Ⅴ A late check-out
  Ⅵ Working with words
  Ⅶ Pair work
  Ⅷ Dealing with problems
  Ⅸ Exchanging foreign currencies
  Ⅹ Express check-out
  Ⅺ Still to come: The guest folio
  Ⅻ Glossary
Chapter 10  Handling Problems and Complaints
  Ⅰ Identifying problems in the hotel
  Ⅱ Reporting problems
  Ⅲ Understanding complaints
  Ⅳ Four steps to solving problems
  Ⅴ Responding to complaints
  Ⅵ Solving problems
  Ⅶ Working with words
  Ⅷ Practising handling guests complaints
  Ⅸ Dealing with a complaining guest
  Ⅹ Pair work
  Ⅺ Still to come: Anecdotes of staying in the hotel
  Ⅻ Glossary