《智慧酒店英語》一書圍繞數(shù)字化酒店運(yùn)營及管理崗位所需的知識和技能，分為入職智慧酒店、前廳、客房、餐飲、康樂、酒店服務(wù)質(zhì)量管理、營銷與客戶維護(hù)和未來發(fā)展八個(gè)模塊，共計(jì)22個(gè)單元，每單元包括六個(gè)教學(xué)環(huán)節(jié)，分別是：WarmingUp（幫助學(xué)生用英語了解相關(guān)部門的軟硬件設(shè)施、基本業(yè)務(wù)和崗位任務(wù)）；Listening（以聽力會話的形式展示典型崗位任務(wù)，通過靈活多樣的練習(xí)來提升學(xué)生的酒店英語聽力水平）；Reading（介紹智慧酒店各部門分工及崗位素質(zhì)要求、智慧酒店的數(shù)字化服務(wù)及常用辦公軟件等相關(guān)知識，提高學(xué)生的英語閱讀能力）；OralPractice（以項(xiàng)目化任務(wù)的形式，通過英語語言操練鞏固基本崗位知識，完成對客服務(wù)）；Writing（在學(xué)習(xí)范文的基礎(chǔ)上，撰寫酒店常用的英語公文和表格）；ReviewandPractice（提供詞匯、語法和翻譯練習(xí)，夯實(shí)學(xué)生的英語語言基礎(chǔ)），每個(gè)單元都設(shè)計(jì)了學(xué)習(xí)評估反饋環(huán)節(jié)，供師生查缺補(bǔ)漏。
Module One Welcome on Board
入職智慧酒店
Unit 01 Modern Hotel Industry 現(xiàn)代酒店業(yè)
Part I Warming Up
1. Types of Hotels 現(xiàn)代酒店的分類
2. Departments of a Hotel 酒店各部門
Part II Listening
1. A Telephone Inquiry 解答客人的電話問詢
2. What a Smart Hotel! 現(xiàn)代酒店很智能！
Part III Reading
1. Hospitality Industry: Exploring the Latest Trends 酒店業(yè)新趨勢
2. Types of Hotels 酒店的類型
Part IV Oral Practice
1. What Kind of Hotel Do You Want? 您需要什么樣的酒店？
2. What Type of Room Would Be Suitable for You? 適合您的房間
Part V Writing
Job Application Letter 求職信
Part VI Review and Practice
Self-assessment
Unit 02 Job Interview 面 試
Part I Warming Up
1. An Online Job Off er 網(wǎng)絡(luò)招聘
2. Which Position Are You Interested in? 夢寐以求的職位
Part II Listening
1. How Qualifi ed You Are 智慧酒店任職要求
2. Questions from Your Future Employer 來自雇主的提問
Part III Reading
1. Pre-interview Tips 面試前的建議
2. Top Skills Employers Want 未來雇主希望員工具備的技能
Part IV Oral Practice
1. A Good Self-introduction Counts a Lot 一份好的自我介紹讓你事半功倍
2. A Simulated Job Interview 模擬面試
Part V Writing
Resume 電子簡歷
Part VI Review and Practice
Self-assessment
Module Two Front Offi ce
前 廳
Unit 03 Reservation 預(yù) 訂
Part I Warming Up
1. Room Type 房間類型
2. Suite Type 套房類型
Part II Listening
1. Receiving an FIT Reservation 接受散客預(yù)訂
2. Taking Down the Guests Information 記錄客人信息及需求
Part III Reading
1. What Is Front Offi ce Department? 前廳部簡介
2. New Technologies in Hotel Rooms 酒店客房里的新科技
Part IV Oral Practice
1. FIT Reservation 散客預(yù)訂
2. Summary of the Working Procedure 預(yù)訂流程總結(jié)
Part V Writing
E-version Reservation Form 電子版預(yù)訂單
Part VI Review and Practice
Self-assessment
Unit 04 Modifi cation and Cancellation of Reservations更改及取消預(yù)訂
Part I Warming Up
1. Ways to Reserve 預(yù)訂方式
2. Receiving Reservations 預(yù)訂接待
Part II Listening
1. Can I Put Your Name on Our Waiting List? 可以把您加入候補(bǔ)名單嗎？
2. Would You Mind Changing It for Another Room? 您介意換一種房型嗎？
Part III Reading
1. Guaranteed Reservation in Hotels 酒店里的保證性預(yù)訂
2. Overbooking 超額預(yù)訂
Part IV Oral Practice
1. Modifi cation of Reservation 更改預(yù)訂
2. Cancellation of Reservation 取消預(yù)訂
Part V Writing
Notice for Extra Bed 加床通知單
Part VI Review and Practice
Self-assessment
Unit 05 Check-in 入 住
Part I Warming Up
1. Abbreviations 前廳常用術(shù)語縮寫
2. Smart Reception 智慧前臺
Part II Listening
1. Group Check-in 為團(tuán)隊(duì)客人辦理入住
2. FIT Check-in 為散客辦理入住
Part III Reading
1. New Technologies Make Your Stay More Enjoyable酒店的新技術(shù)應(yīng)用讓住店體驗(yàn)更加舒適
2. What Is Hotel PMS? 什么是酒店前臺操作系統(tǒng)？
Part IV Oral Practice
1. Check-in for Guest with Reservation 為有預(yù)訂的客人辦理入住
2. Check-in for a Walk-in Guest 為無預(yù)訂的客人辦理入住
Part V Writing
Registration Form 入住登記表
Part VI Review and Practice
Self-assessment
Unit 06 Concierge in Smart Hotels 智慧酒店的禮賓服務(wù)
Part I Warming Up
1. Concierge Service 禮賓服務(wù)
2. Helping the Guest to Do Self Check-in 幫客人辦理自助入住
Part II Listening
1. Showing Guest to the Room 引導(dǎo)客人進(jìn)入客房
2. Airport Representative 接送機(jī)服務(wù)
Part III Reading
1. Smart Concierge 智慧酒店禮賓服務(wù)
2. What Is Concierge? 什么是禮賓服務(wù)？
Part IV Oral Practice
1. Bell Service 行李服務(wù)
2. Booking a Show Ticket 預(yù)訂演出門票
Part V Writing
A 2-Day-Tour Itinerary 二日精品游行程
Part VI Review and Practice
Self-assessment
Unit 07 Check-out 結(jié)賬退宿
Part I Warming Up
1. Room Status 房態(tài)
2. Ways of Payment 支付方式
Part II Listening
1. A Miscalculated Hotel Bill 處理錯(cuò)誤賬單
2. Let Me Draw the Bill for You 為客人準(zhǔn)備退宿賬單
Part III Reading
1. Contactless Experiences in a Hotel 無接觸服務(wù)體驗(yàn)
2. E-CNY 數(shù)字人民幣
Part IV Oral Practice
1. FIT Check-out 散客退宿
2. Group Check-out 團(tuán)隊(duì)退宿
Part V Writing
Logbook for Receptionist 前臺接待工作交接記錄
Part VI Review and Practice
Self-assessment
Module Three Housekeeping
客 房
Unit 08 Routine Housekeeping Service 常規(guī)客房服務(wù)
Part I Warming Up
1. Room Facilities 客房設(shè)施
2. Linen Products 客房常用布草
Part II Listening
1. Chamber Service 客房清潔服務(wù)
2. Turndown Service 夜床服務(wù)
Part III Reading
1. Chamber Service Procedure 房間清潔服務(wù)程序
2. Intelligent Service in Guest Rooms 智能客房服務(wù)
Part IV Oral Practice
1. Confi rming Housekeeping Service 確認(rèn)客房服務(wù)
2. Intelligent Service in Guest Rooms 智能客房服務(wù)
Part V Writing
Laundry Form 洗衣單
Part VI Review and Practice
Self-assessment
Unit 09 Smart Room System 智能客房系統(tǒng)
Part I Warming Up
1. Room Facilities 客房設(shè)施
2. Smart Room Facilities 客房智能設(shè)施
Part II Listening
1. Introducing Smart Room Facilities 智能客房設(shè)備介紹
2. Reporting Malfunctions 設(shè)施故障報(bào)修
Part III Reading
1. Room Facility Maintenance and Repair 客房設(shè)備維修與保養(yǎng)
2. Smart Room Management System 智能客房管理系統(tǒng)
Part IV Oral Practice
1. Repair and Maintenance Service Orientation 客房維修入職培訓(xùn)
2. Malfunction Service 故障報(bào)修服務(wù)
Part V Writing
Maintenance Record 維修記錄
Part VI Review and Practice
Self-assessment
Unit 10 Robot Delivery Service for Room Supplies客房用品智能配送服務(wù)
Part I Warming Up
1. Basic Room Supplies 常規(guī)客房用品
2. Types of Robot Delivery Services 智能配送服務(wù)類別
Part II Listening
1. Room Supplies Delivery 配送客房用品
2. Robot Delivery Application 智能配送應(yīng)用程序
Part III Reading
1. Smart Delivery Service 智慧客房用品配送服務(wù)
2. Hotel Service Robots 酒店智能服務(wù)機(jī)器人
Part IV Oral Practice
1. Arranging Room Supply Delivery 安排客房用品的智能配送
2. Introducing Smart Room Supply Delivery Service介紹客房用品智能配送服務(wù)
Part V Writing
Housekeeping Trace List 客房部借物單
Part VI Review and Practice
Self-assessment
Module Four Food and Beverage
餐 飲
Unit 11 Chinese Food 中餐服務(wù)
Part I Warming Up
1. Some Typical Chinese Dishes 中國特色菜肴
2. Food Service Equipment 餐飲服務(wù)設(shè)備
Part II Listening
1. Making a Reservation 中餐預(yù)訂
2. Recommending Dishes 推薦菜品
Part III Reading
1. Delight Your Diners with Smart Restaurant Technology智慧中餐廳讓就餐體驗(yàn)更愉悅
2. Tasty Chinese Food 美味中國菜
Part IV Oral Practice
1. Handling Table Reservations 中餐餐位預(yù)訂
2. Dealing with Restaurant Complaints 處理用餐客人投訴
Part V Writing
Table Reservation Form 電子餐位預(yù)訂單
Part VI Review and Practice
Self-assessment
Unit 12 Western Food 西餐服務(wù)
Part I Warming Up
1. Some Typical Western Dishes 特色西餐
2. Western Tableware 西餐餐具
Part II Listening
1. Receiving Walk-in Guests 接待無預(yù)訂客人
2. Discussing about Western Table Manners 西餐餐桌禮儀
Part III Reading
1. Dining in a Western Way 西餐禮儀
2. Big Data to Create Better Dining Experience 大數(shù)據(jù)優(yōu)化顧客體驗(yàn)
Part IV Oral Practice
1. Steps for Serving Western Food 西餐用餐服務(wù)
2. Ordering Service in a Western Restaurant 西餐點(diǎn)餐服務(wù)
Part V Writing
Menu and Bill 菜單與賬單
Part VI Review and Practice
Self-assessment
Unit 13 Beverage Service 酒水服務(wù)
Part I Warming Up
1. Types of Beverage 主要酒水種類
2. Bar Utensils 常見酒吧用具
Part II Listening
1. Serving Beverage 酒水服務(wù)
2. Recommending Wines 推薦佐餐酒
Part III Reading
1. Meet Ceciliathe Robot Bartender 機(jī)器人調(diào)酒師
2. Working as a Bartender 調(diào)酒師日常工作
Part IV Oral Practice
1. Recommending Beverages 為客人推薦酒水
2. Introducing the Robot Bartender 介紹機(jī)器人調(diào)酒師
Part V Writing
The Bar Bill 酒水單
Part VI Review and Practice
Self-assessment
Unit 14 Banquet Service 宴會服務(wù)
Part I Warming Up
1. Types of Banquets 常見宴會種類
2. Banquet Facilities 宴會設(shè)施設(shè)備
Part II Listening
1. Receiving a Business Banquet Reservation 宴會預(yù)訂
2. Suggesting Banquet Decorations 商討宴會設(shè)計(jì)問題
Part III Reading
1. Digital Banquet Facilities 數(shù)字化宴會設(shè)施設(shè)備
2. How to Book a Banquet? 如何預(yù)訂宴會？
Part IV Oral Practice
1. Explaining Banquet Facilities 介紹數(shù)字化宴會系統(tǒng)
2. Designing a Banquet Menu 設(shè)計(jì)宴會菜單
Part V Writing
Confi rmation Email 確認(rèn)預(yù)訂的郵件
Part VI Review and Practice
Self-assessment
Module Five Health & Recreation
康 樂
Unit 15 Fitness Center & Swimming Pool 健身中心及游泳池
Part I Warming Up
1. Fitness Facilities 健身設(shè)施
2. Swimming and Waterproof Equipment 游泳及防水設(shè)備
Part II Listening
1. Introducing Health Club to the Guest 向客人介紹健身中心
2. At the Indoor Swimming Pool 在室內(nèi)泳池
Part III Reading
1. What Is Recreation Center? 何謂娛樂中心
2. The Benefi ts of Swimming 游泳的好處
Part IV Oral Practice
1. Fitness Center Service Procedure 健身中心服務(wù)程序
2. Swimming Pool Service 泳池服務(wù)
Part V Writing
Fitness Club Advertisement 健身俱樂部廣告
Part VI Review and Practice
Self-assessment
Unit 16 SPA Service 水療服務(wù)
Part I Warming Up
1. Facial Treatment 面部護(hù)理
2. Massage Treatment 按摩推拿
Part II Listening
1. SPA Service 水療服務(wù)
2. Recommending a Beauty Treatment 推薦美容護(hù)理項(xiàng)目
Part III Reading
1. An Introduction to Beauty Salon & Modern SPAs美容沙龍和現(xiàn)代水療介紹
2. An Introduction to Hot Spring Fish Therapy 溫泉魚療介紹
Part IV Oral Practice
1. SPA Reservation Service 水療預(yù)訂服務(wù)
2. Managing Guest Record in SPA Service System
SPA 服務(wù)系統(tǒng)中的客戶管理
Part V Writing
Beauty SPA Customer Profi le 美容 SPA 客戶檔案
Part VI Review and Practice
Self-assessment
Module Six Quality Management of Hotel Service
酒店服務(wù)質(zhì)量管理
Unit 17 Handling Guest Complaints 處理客人的投訴
Part I Warming Up
1. Guests Requests 常見的客人訴求
2. Staff Who Will Handle Guest Complaints in a Restaurant餐廳負(fù)責(zé)處理客人投訴的員工
Part II Listening
1. Dealing with Complaints about Housekeeping Service 處理客房部投訴
2. Dealing with Complaints about F&B Service 處理餐飲部投訴
Part III Reading
1. Complaints Are Like the Double-edged Sword 投訴是一把雙刃劍
2. Analysis on Comments 客戶意見分析
Part IV Oral Practice
1. Handling Routine Complaints 常規(guī)投訴的處理
2. Handling Non-routine Complaints 非常規(guī)投訴的處理
Part V Writing
In Response to Guest Complaints 回應(yīng)投訴
Part VI Review and Practice
Self-assessment
Unit 18 Internal Supervision 內(nèi)部督導(dǎo)
Part I Warming Up
Positions Concerning Internal Supervision 內(nèi)部督導(dǎo)相關(guān)崗位
Part II Listening
1. Claiming for Damage and Loss 物品損壞和財(cái)產(chǎn)損失的索賠
2. Dealing with Laundry Damage Caused by Employees Negligence處理因員工過失導(dǎo)致的洗衣?lián)p壞問題
Part III Reading
1. Introduction to Deming PDCA Cycle 戴明 PDCA 循環(huán)介紹
2. Service Quality in Hospitality Industry 服務(wù)業(yè)中的質(zhì)量管理
Part IV Oral Practice
Employee Performance Management 員工績效管理
Part V Writing
Notice 通知
Part VI Review and Practice
Self-assessment
Module Seven Marketing and Client Maintenance
營銷與客戶維護(hù)
Unit 19 Marketing 營 銷
Part I Warming Up
1. Types of Marketing Research 市場調(diào)研的主要方式
2. Types of E-marketing 網(wǎng)絡(luò)營銷方式
Part II Listening
1. Presenting Survey Results 描述市場調(diào)研結(jié)果
2. Marketing a New Product 討論新產(chǎn)品營銷策略
Part III Reading
1. E-marketing in Hospitality Industry 酒店數(shù)字化營銷
2. New Media Marketing 酒店新媒體營銷
Part IV Oral Practice
1. Market Research Procedure 市場調(diào)研的工作程序
2. Discussing about E-marketing 討論網(wǎng)絡(luò)營銷方法
3. Analyzing Consumer Data 客戶信息智能化分析
Part V Writing
Meeting Appointment Letter 會議預(yù)約商務(wù)信函
Part VI Review and Practice
Self-assessment
Unit 20 Sales 銷 售
Part I Warming Up
1. Sales Tools 常規(guī)銷售工具
2. Major Parts of Hotel Ads 酒店廣告要素
Part II Listening
1. Selling a Large Wedding Banquet 大型婚宴銷售
2. Negotiating Sales Terms 討論銷售細(xì)節(jié)
Part III Reading
1. Boost Direct Sales via AI & Big Data人工智能和大數(shù)據(jù)對銷售的促進(jìn)作用
2. Revenue Management 收益管理
Part IV Oral Practice
1. Summarizing the Sales Process 梳理銷售過程
2. Selling a Business Meeting 商務(wù)會議銷售
Part V Writing
Online Reviews and Feedback 線上評價(jià)和反饋
Part VI Review and Practice
Self-assessment
Module Eight Future Development
未來發(fā)展
Unit 21 Career Development 職業(yè)發(fā)展
Part I Warming Up
Career Path in Hotels 酒店的晉升通道
Part II Listening
1. Arranging for a Meeting 組織一次會議
2. Increasing the RevPAR 提高平均每房收益
Part III Reading
1. Basic Skills in Hospitality Career Development酒店業(yè)職業(yè)發(fā)展的基本技能
2. Leadership Basics for Managers 經(jīng)理的領(lǐng)導(dǎo)力基礎(chǔ)
Part IV Oral Practice
1. How to Become a Qualifi ed Supervisor 如何成為一個(gè)合格的主管
2. Arranging for a Meeting 組織一次部門會議
Part V Writing
Daily Work Report 日常工作報(bào)告
Part VI Review and Practice
Self-assessment
Unit 22 Becoming a Professional Hotel Manager成為一名專業(yè)的酒店經(jīng)理
Part I Warming Up
Structuring a Morning Briefi ng 安排晨會
Part II Listening
1. A Managers Welcome Letter 經(jīng)理的歡迎信
2. Employee Motivation 員工激勵(lì)
Part III Reading
1. A Day of a Hotel Manager 酒店經(jīng)理的一天
2. Job Advertisement for a Hotel Manager 酒店經(jīng)理招聘廣告
Part IV Oral Practice
1. Select-service Hotel GMs VS Full-service Hotel GMs精選服務(wù)酒店總經(jīng)理 VS 全服務(wù)酒店總經(jīng)理
2. Wishing YOU Success 預(yù)祝成功
3. Q&A of a General Managers Job 總經(jīng)理工作知多少
Part V Writing
A General Managers Diary 酒店總經(jīng)理日常工作記錄
Part VI Review and Practice
Self-assessment
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