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沈满、李淑荣主编的《饭店情境英语口语》围绕高星级酒店运营与管理专业培养目标，结合实际工作设置任务来训练学生的英语口语能力，在编写理念和编写风格上均有较大的创新，较好地体现了“实践导向、任务引领”的课改理念。教材以学生学习（口语实操）为中心，在教材体例设计上充分考虑学习者的思维、学习过程，考虑学习的有效性。教材分为“前厅服务英语技能训练”、“餐饮服务英语技能训练”、“客房服务英语技能训练”三个部分。根据岗位要求每一个部分又分为六个模块。教材设定了这一模块的学习目标，列出了这个岗位的职场角色，以及课前知识准备；在每个模块后面有拓展与巩固练习作为专业知识的拓展和知识检测，以及参考词汇。

目 录

Part One English Skiffs Training for Front Office Services Module 1 Reservation Task 1 Phone Call Reservation Task 2 Face-to-face Reservation Task 3 Group Reservation Task 4 Changing Reservation Module 2 Front Desk（Ⅰ） Task 1 Checking iwith Reservation Task 2 Checking iwithout Reservation Task 3 Late Checking in Module 3 Front Desk（Ⅱ） Task 1 Complaint of Slow Delivery Task 2 Complaint of Noisy Room Task 3 Suggestioand Showing Way Module 4 Concierge Task 1 Introductioof Hotel Services and Facilities Task 2 Baggage Service Module 5 Telephone Desk Task 1 Taking a Message Task 2 Wake-up Call Service Task 3 Ticket Booking Service Module 6 Checking out Task 1 Checking out Task 2 Complaint about the Bill Task 3 Money Exchange Part Two English Skills Training for Food and Beverage Services Module 1 Sales and Marketing Task Receiving Table Bookings Module 2 Restaurant（Ⅰ） Task 1 Seating Guests Task 2 Taking Chinese Food Orders Task 3 Taking WesterFood Orders Module 3 Restaurant（Ⅱ） Task 1 Serving Dishes Task 2 Serving Wine Module 4 Settling Bill Problems Task 1 Payment Methods Task 2 Settling Bill Problem Module 5 Bar Task 1 Taking Cocktail Orders Task 2 Taking Soft Drink Orders Module 6 Room Serviee Task 1 Taking Room Service Orders Task 2 Delivering Food Part Three English Skills Training for Housekeeping Services Module 1 The Service of Housekeeper Task Cleaning the Public Areas Module 2 Room TurDowServices Task TurDowService Module 3 Housekeeping Services Task 1 Escorting the Guest to the Guestroom Task 2 Collecting and Returning the Laundry Task 3 Explaining the Laundry Service Task 4 Baby-Sitting Service Task 5 Extra Bed Service Task 6 Emergency Preparedness Module 4 Room Cleaning Task 1 Facilities for the Handicapped Task 2 Occupied Guest Room Cleaning Module 5 Guest Room Maintenance Task Problems of Room Facilities Module 6 Handling Complaints Task 1 Noise from Refrigerator Task 2 Handling the Complaint of a Rude Room Attendant Task 3 Handling the Complaint of Dirty Tap Water

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