本书由美国饭店协会教育学院认证专家倾力编写,是3A酒店英语认证课程 的指定教材,也可作为酒店管理、旅游管理、会展管理等专业的专业英语课程 教材。 在当今竞争激烈的酒店服务业中,服务就是一切。工作人员需要提供能够 让客人“WOW!”的服务—客人的实际体验超过他们的期望。3A酒店英语 认证课程侧重于国际化的服务标准,满足酒店工作人员通过英语交流给客人留 下良好印象的需求。该认证课程强调文化意识和使用“礼貌用语”,以便采取 适当的方式处理来自世界各地的客人的需求。证书持有者应能够在正确的时间 使用正确的英语,同时提供正确的服务。

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