酒店房务英语

出版时间：2011-8  出版社：对外经济贸易大学出版社  作者：韩东红 编  页数：211  

内容概要

近十年来，中国的高等职业教育发展已取得丰硕成果，大批综合素质高、动手能力强的高职学院毕业生深受用人单位的好评。但仍然有一些基本问题亟待重视并从源头上加以解决，诸如高职院校毕业生的职业技能与用人单位岗位需求较大差距；为数不少的学生抱怨课程呆板落后、教材内容陈旧，而不能实现就业能力的有效培养，还形成某种程度上的低社会认同度。笔者认为上述问题长期存在的一个重要原因是高职课程体系安排、教材建设的重点与特色不能符合人才培养的内在规律，专业英语教育的问题也在于此。
2010年7月29日，备受关注的《国家中长期教育改革和发展规划纲要（2010-2020年）》正式全文发布，这是我国进入21世纪之后的第一个教育规划，是今后一个时期指导全国教育改革和发展的纲领性文件。《规划纲要》进一步明确提出要实施职业教育办学模式改革试点，以服务为宗旨，以就业为导向，推进教育教学改革，实行工学结合、校企合作、顶岗实习的人才培养模式，以切实提高职业教育教学质量为重点，满足经济社会对高素质劳动者和技能型人才的需要。

书籍目录

PartA Front Office Department
Module One Making Reservations
 Dialogue 1 A Phone Call Reservation
 Dialogue 2 A Group Reservation
 Dialogue 3 Booking a Suite
 Dialogue 4 Confirmation Call
 Policies and Procedures of Making Reservations
 Reading Hotels and Rooms Division Department (I)
Module Two Checking in
 Dialogue 1 Filling in the Registration Card/Form
 Dialogue 2 Group Registration
 Dialogue 3 Checking in for Walkin Guests
 Dialogue 4 Guests Who Arrive Late
 Policies and Procedures ofRegistering Guests with Confirmed
Reservation
 Reading Hotels and Rooms Division Department (II)
Module Three Uniformed Services
 Dialogue 1 The Bellman Shows the Guest Her Room
 Dialogue 2 Ticket Booking Service
 Dialogue 3 Ordering a Taxi
 Dialogue 4 Limousine Service
 Policies and Procedures of Handling Guest Enquiries and
Introducing Facilities
 Reading Hotel Concierge
Module Four Services at the front Desk
 Dialogue 1 A Room Change
 Dialogue 2 A Safe Deposit Box
 Dialogue 3 Showing Directions
 Dialogue 4 Asking for an Overstay
 Policies and Procedures of Using the Safety Box
 Reading Top Hotelsin the World
Module Five Services at the Front Desk (2)
 Dialogue 1 Maintenance Service
 Dialogue 2 Babysitting Service
 Dialo gue 3 10 st and Found
 Dialogue 4 A Package for Mr. Martin
 Policies and Procedures for Lost and Found
 Reading Top Hotelsin the World
Module Six Business and Entertainment Services
 Dialogue 1 At the Business Center
 Dialogue 2 In the Health Club
 Dialogue 3 The Sauna Is One of the Great Pleasures of
Life
 Dialogue 4 The Meeting Room.
 Policies and Procedures of Business Center Agent
 Reading Searching for a Healthier Lifestyle
 Module Seven Telephone Service
 Dialogue 1 A Morning Call Service
 Dialogue 2 An Overseas PersonToPerson Call
 Dialogue 3 A Call from Outside
 Dialogue 4 Answering Guests'Inquiries.
 Policies and Procedures ofTelephone Etiquette
 Reading Telecommunications
Module Eight Handling Complaints.
 Dialogue 1 Complaint in the Hotel
 Dialogue 2 A Problem with the Mini Bar
 Dialogue 3 The Room Needs Cleaning
 Dialogue 4 A Problem with the B
 Policies and Procedures ofHandling Guest Complaints
 Reading Have You Ever Made Complaints at a Hotel?
Module Nine Cbecking Out
 Dialogue 1 Foreign Exchange Service
 Dialogue 2 Accepting Credit Cards
 Dialogue 3 The Guest Pays His B
 Dialogue 4 Checking Out
 Policies and Procedures Methods ofPayment.
 Reading Top Hotelsin the World
 Part B Housekeeping Department
 Module Ten Housekeeping Supply Preparations
Dialogue 1 Would You Like Your Room Cleaned?
 ……
Module Eleven Cleaning the Guest Room
Module Twelve Housekeeping Services
Module Tlurteen Cleaning Public Areas
Module Fourteen Laundry and Valet Service
附录1 Key to the Exercises参考答案
附录2 Top 10 Hotel Groups in the World全球酒店集团排行榜（前十名）
附录3 HoteI Rooms Division Terminology酒店房务专用术语
参考文献

章节摘录

　　The general manager typically designates which areas housekeeping will be responsible forcleaning. However， if areas of responsibility cross department lines， the managers of thosedepartments must get together and settle among themselves any disputes about cleaningresponsibilities. The agreement among the managers is then reported to the general manager for hisor her approval. A housekeeper manager therefore requires a background of training and experiencein all types of housekeeper work. This should provide him/her with confidence and ability to command respect and loyalty from the staff. A good housekeeping manager can effectively solveproblems with other managers， thereby relieving the general manager of day-to-day， operationalproblems.　　Once housekeeping's areas of responsibility have been identified， the focus wiU be onanalyzing the work required for cleaning and maintaining each area. The housekeeping departmentcan have the following staff depending on the size of hotel： housekeeper and assistant housekeeper，chambermaids， cleaners， staff maids， cloakroom attendants， house porters， valets， laundry and linenkeeper. The housekeeping manager has the responsibility for all aspects of the housekeepingdepartment， from the hiring of employees to the maintenance of operational expenses at or belowbudget. Interviewing， training， motivating， ordering， receiving and monitoring product quality allplay a large role in the typical day of a housekeeping manager.　　……