目录
关于作者
iv
前言
v
使用说明
vi
CHAPTER 1 The Language of Hospitality
1
1.1
Career connection
3
Exercise: Room amenities
4
1.2
The five essential phrases every guest should hear
5
Exercise: Essential phrases
10
1.3
Using professional language
12
Exercise: Polite speech
14
1.4
Diplomatic English
15
Exercise: Softening language
18
Exercise: Modals
20
Exercise: Past continuous
21
Exercise: Polite speech
22
1.5
Things you might hear
23
Exercise: Common phrases sentence creation
25
1.6
Telephone action phrases
26
Discussion
28
Exercise: Telephone phrases
31
Key points
34
Key terms
36
Application — Key terms
37
Application — Role plays
38
CHAPTER 2 The Guest Cycle
39
2.1
Career connection
41
2.2
The guest cycle
42
Discussion: Front desk interactions
45
Exercise: Guest cycle stages
46
2.3
Guest cycle interactions
48
Exercise: Reservations game
56
2.4
Questions & answers
60
Exercise: Questions & answers
63
2.5
Question types
64

Exercise: Closed questions VS open questions
66
Exercise: Question types
67
Exercise: Indirect questions
68
Exercise: Dialogue creation
69
Key points
71
Key terms
72
Application — Key terms
74
Application — Role plays
75
CHAPTER 3 Amenities & Attractions
77
3.1
Career connection
79
Exercise: Guest services job descriptions
80
Exercise: Bell attendant dialogue
81
3.2
Welcome to your new job in sales
82
3.3
Amenities
84
Discussion: Hotel ratings
86
3.4
Talking about amenities & attractions
88
Exercise: Amenities crossword
94
Exercise: Amenities word stress
96
Discussion: Attractions in your area
97
Exercise: Hotel presentation
98
3.5
Locations & directions
99
Discussion
101
Exercise: Here and there
104
Exercise: Directing guests in the hotel
106
3.6
Street directions
108
Exercise: Giving street directions
110
Key points
112
Key terms
113
Application — Key terms
115
Application — Role plays
116
CHAPTER 4 Complaint Management
117
4.1
Career connection
119
4.2
Complaints
120
4.3
Recognizing complaints
122
Exercise: Complaint types
124
4.4
The language of complaints
125
Exercise: Recognizing common complaints
126
4.5
Handle complaints using The LEAF system
128

Exercise: LEAF complaint management
131
Exercise: Responses to complaints
135
4.6
Make it right
136
4.7
Diffusing the situation
139
Exercise: Angry customer scenarios
142
4.8
The meaning is the message
143
Exercise: Word stress location
146
Exercise: Idiom definitions
148
Exercise: English idioms
149
Key points
150
Key terms
152
Application — Key terms
153
Application — Role plays
154
CHAPTER 5 Requests & Recommendations
155
5.1
Career connection
157
Exercise: Concierge match
158
5.2
Requests & offers
159
Exercise: Can, may, and could
160
Exercise: Common requests
164
Exercise: Requests & offers
166
5.3
Saying “no”
168
Exercise: Saying “no” dialogues
170
Exercise: Negative responses
171
5.4
Turning requests into recommendations
172
Exercise: Sentence scramble
175
Exercise: Rephrase as a question
175
Exercise: Recommendation game
176
5.5
Personalizing recommendations
177
Exercise: Magic in threes
178
5.6
Special occasions
179
Discussion
180
Exercise: Celebrations
180
5.7
Recommending local attractions
181
Discussion: Chinese attractions
181
Exercise: Attractions crossword
184
Exercise: Recommendations dialogues
186
Key points
187
Key terms
188
Application — Key terms
189

Application — Role plays
190
CHAPTER 6 Exceeding Expectations
191
6.1
Career connection
193
6.2
Anticipatory service
194
Discussion
196
Exercise: Identify the service flag
197
6.3
Reading the guest
198
Exercise: Service tips fill in the blanks
204
Exercise: Personalized service
205
6.4
Up-selling, down-selling, and cross-selling
206
Exercise: Suggestive selling
211
6.5
On the job: Waiter service
212
Exercise: Restaurant job match
217
Exercise: Restaurant floor plan
218
Exercise: Restaurant locations
219
6.6
Using the menu
220
Exercise: Restaurant role play project
220
6.7
Targeting your career path
227
Key points
232
Key terms
235
Application — Key terms
237
Application — Role plays
238
附录
239
附录 A　学习指南
240
附录 B　词汇表
255
附录 C　3A 介绍
263
附录 D　课堂游戏及活动
266
附录 E　景点
271
附录 F　服务业胜任力模型
278