| 作者 |
| 3A系列教材写组 |
| 丛书名 |
| 普通高等教育酒店管理专业系列教材 |
| 出版社 |
| 机械工业出版社* |
| ISBN |
| 9787111675716 |
| 简要 |
| 简介 |
| 内容简介书籍英语词典 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 Awareness of the Global Guest 1 1.1 Career connection 3 1.2 English as the global language 4 Discussion: Thinking in English 5 Exercise: Countries /Regious & Peoples 7 1.3 Cultural awareness in service 8 Discussion: Cultural awareness 11 1.4 Cultural perspectives 12 Exercise: Cultural iceberg 13 1.5 Word stress in English 14 Discussion: Rubber band method 17 Discussion: Counting syllables 18 Exercise: Counting syllables 19 1.6 Common English words & phrases 20 Exercise: Common words / phrases sentence creation 24 1.7 Hotels vs resorts 25 Discussion: Favourite amenities 26 1.8 Careers in hospitality 27 1.9 The hotel room 29 Discussion: Turn on, turn off 31 Exercise: Hotel room vocabulary 32 Exercise: Room items 33 Exercise: BINGO game 34 Key points 36 Key terms 38 Application — Key terms 39 Application — Role plays 40 CHAPTER 2 Attitudes in Service 41 2.1 Career connection 43 2.2 A service attitude 44 Discussion: First thoughts 48 Exercise: Generalizations 48 2.3 Tone of voice Exercise: Apology script creation 52 2.4 Sentence stress 53 Exercise: Find the word stress 55 2.5 The rhythm of English 56 Discussion: Word stress rhythm 57 Discussion: Sing a song 58 Exercise: Common phrases 2.6 Prepositions of time and place 62 Exercise: Prepositions 63 Complete the table 65 Place and movement: check in ! 66 Exercise: Prepositions sentences 67 2.7 Parts of the hotel 68 Discussion: Practice prepositions Exercise: Prepositions floorplan 71 Key points 72 Key terms 74 Application — Key terms 75 Application — Role plays 76 CHAPTER 3 Adapting to your Guest 77 3.1 Career connection 79 Exercise: Security guard scramble 3.2 Welcoming your guest 81 Exercise: Special department phrases 82 3.3 Greetings & goodbyes 84 Discussion: Greetings Exercise: Greetings quiz 91 Exercise: Prepositions of time 92 3.4 The 10 feet, 5 feet rule 93 Exercise: 10 feet 5 feet practice 94 3.5 International guest expectations 95 Discussion: Small talk in greetings 96 Exercise: Honorific titles 98 3.6 Acknowledge the guest when busy 99 Exercise: Acknowledge the guest scenarios 3.7 Basic telephone skills 101 Discussion: Check your telephone etiquette 101 Exercise: Body language on the phone 103 3.8 Emailing in English 104 Exercise: Email creation 107 Key points 108 Key terms 110 Application — Key terms 111 Application — Role plays 112 CHAPTER 4 Nonverbal Communication 113 4.1 Career connection 115 4.2 Body language 116 Discussion: Customer service- nonverbal training 119 4.3 Personal space 121 4.4 Eye contact 123 4.5 Facial expressions 125 Exercise: Service reactions 127 Exercise: Charades game 128 4.6 The handshake 129 Discussion: When to shake hands 131 4.7 Making a good first impression 132 Discussion: Body language similarities 135 4.8 Kitchen jargon and terms 137 Exercise: Kitchen words 137 Exercise: BINGO game 141 Exercise: Kitchen terms quiz 142 Exercise: Identify foods 143 Exercise: Kitchen sentences 144 Key points 145 Key terms 147 Application — Key terms 150 Application — Role plays 151 CHAPTER 5 Conscious Communication 153 5.1 Career connection 155 Exercise: Rooms vocabulary 157 5.2 Becoming an active listener 159 5.3 Active listening 162 Exercise: Effective communication 165 5.4 Increasing communication with guests 167 Discussion: Active listening case study 168 5.5 Critical thinking 169 Discussion: Critical thinking steps 170 Exercise: Critical thinking skills challenge 17 |