定 价：26 元
丛书名：工学结合新思维高职高专财经类“十二五”规划教材
- 作者：冯岩岩 ，等 著
- 出版时间：2010/10/1
- ISBN：9787811347845
- 出 版 社：对外经济贸易大学出版社
- 中图法分类：H31
- 页码：198
- 纸张：胶版纸
- 版次：1
- 开本：16K
本教材根据教高【2006】16号《关于全面提高高等职业教育教学质量的若干意见》的文件精神，从高职高专“就业为导向”的办学目标出发，根据旅游酒店管理类专业人才的培养目标和课程设置要求，基于星级酒店服务岗位所必需的英语实际应用能力，在深入酒店实践和广泛调研的基础上，从框架构建、内容筛选、深广度定位和体例编排等方面都倾力以“工学结合”为纽带创新建设。
《酒店实用英语》是《工学结合新思维》高职高专财经类十二五规划系列教材之一。
本教材根据教高【2006】16号《关于全面提高高等职业教育教学质量的若干意见》的文件精神，从高职高专“就业为导向”的办学目标出发，根据旅游酒店管理类专业人才的培养目标和课程设置要求，基于星级酒店服务岗位所必需的英语实际应用能力，在深入酒店实践和广泛调研的基础上，从框架构建、内容筛选、深广度定位和体例编排等方面都倾力以“工学结合”为纽带创新建设。
随着旅游酒店行业对从业人员英语实用能力要求的不断提高，高等职业院校对本专业的英语教育必须紧密结合酒店行业的岗位能力标准实际，强化对语言在实际工作程序中的应用能力训练，充分体现英语教学与酒店服务岗位深度融合的“教学做一体”，以利学生熟练地将所学英语知识、语言能力应用到酒店岗位的管理工作之中，成为企业“下得去、用得上、干得好、留得住”的实用型人才。
Module One The Front Desk
Sub-module 1 Accepting Room Reservation
Case 1 A Confirmed reservation 4
Case 2 A Guaranteed reservation 5
Case 3 Over-booking 6
Case 4 Handling the complaint about the room reservation 7
Sub-module 2 Check-in 15
Case 1 Bell service 16
Case 2 Registering a walk-in guest 16
Case 3 Registering a guest who has a reservation 17
Sub-module 3 Change of Reservation and Cancellation 25
Case 1 Bringing forward the reservation 26
Case 2 Extending the reservation 27
Case 3 Cancelling a guaranteed reservation 28
Sub-module 4 Other Services 35
Case 1 Taking a message 36
Case 2 Exchanging foreign currency 37
Case 3 Information service 37
Sub-module 5 Check-out 43
Case 1 Checking Out for guests 44
Case 2 Something wrong with the bill 45
Case 3 Late check-out and bell service 45
Module Two Housekeeping
Sub-module 6 Floor Service 55
Case 1 The Bellboy shows the guest to his room 56
Case 2 Room-cleaning service 57
Case 3 Food-delivering service 58
Case 4 Handling the complaint about the noise 59
Sub-module 7 Laundry Service 65
Case 1 Dry cleaning 66
Case 2 Quick service 67
Case 3 Making a wrong delivery 68
Sub-module 8 Lost and Found 73
Case 1 A complaint about lost articles 74
Case 2 Lost and Found Desk 75
Case 3 At the security section 76
Sub-module 9 Emergency Service 81
Case 1 Illness emergency 82
Case 2 Damage problem 83
Case 3 Losing the passport 84
Module Three Food and Beverage
Sub-module 1O Booking a Table 91
Case 1 Booking a table for five 92
Case 2 Booking a banquet 93
Case 3 Booking a family reunion dinner 94
Sub-module 11 Seating the Guest 101
Case 1 Seating the guests with the reservation 102
Case 2 Handling a coupon storm 103
Case 3 Receiving the guests without the reservation 104
Sub-module 12 Taking Orders 111
Case 1 Recommending specialties 112
Case 2 Recommending Sichuan Cuisine 113
Case 3 Recommending a special offer 114
Sub-module 13 Services during the Meal 119
Case 1 Eating Beijing roast duck 120
Case 2 Offering more dishes 121
Case 3 Settling the bill 122
Case 4 Handling the complaint about food 123
Module Four Other Services
Sub-module 14 Business Center 131
Case 1 Sending a fax and photocopying 132
Case 2 The Internet service 133
Case 3 Booking a ticket 134
Sub-module 15 Recreation Center 139
Case 1 Using the Gym 140
Case 2 Drinking Chinese tea and demonstrating how to brew tea 141
Case 3 Selling souvenirs 142
Sub-module 16 Conference Center 149
Case 1 Inquiries about the conference room 150
Case 2 Booking a conference room 151
Case 3 Booking a multi-functional hall 152
Tapescripts 159
Keys 169
Appendix 1 181
Appendix 2 185
Bibliography 199
Generally speaking, restaurant operation can be defined in such a pattem as "investment－transformation－product". The investment includes material resources, human resources,capital resources, etc. What is produced can be actual products and invisible products. So tospeak, the operation consists of three basic processes： circulation of commodities, namelypurchasing and cooking of foods; service process, namely the selling of foods; and informationprocess, namely the guarantee of circulation process and service process. Commodity circulation process mainly involves purchasing of foods. The procedure iscomposed of purchase application－purchasing－storage or issuing－cooking－purchaseapplication again. This is a clear description of the material food in its dynamic cycle. First,purchase applying should reflect what is going to be manufactured. And this purchasingdemand, in turn, depends on the demands of customers. Second, purchasing means that the costand expenses of material are happening. This kind of investment directly affects the income of abusiness. Last, food material is moved to the cooking department and is cut and heated. Itchanges its original form and quality and becomes food product. After a certain profit has beenrealized, another cycle begins.
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