《智慧酒店英语》一书围绕数字化酒店运营及管理岗位所需的知识和技能，分为入职智慧酒店、前厅、客房、餐饮、康乐、酒店服务质量管理、营销与客户维护和未来发展八个模块，共计22个单元，每单元包括六个教学环节，分别是：WarmingUp（帮助学生用英语了解相关部门的软硬件设施、基本业务和岗位任务）；Listening（以听力会话的形式展示典型岗位任务，通过灵活多样的练习来提升学生的酒店英语听力水平）；Reading（介绍智慧酒店各部门分工及岗位素质要求、智慧酒店的数字化服务及常用办公软件等相关知识，提高学生的英语阅读能力）；OralPractice（以项目化任务的形式，通过英语语言操练巩固基本岗位知识，完成对客服务）；Writing（在学习范文的基础上，撰写酒店常用的英语公文和表格）；ReviewandPractice（提供词汇、语法和翻译练习，夯实学生的英语语言基础），每个单元都设计了学习评估反馈环节，供师生查缺补漏。
Module One Welcome on Board
入职智慧酒店
Unit 01 Modern Hotel Industry 现代酒店业
Part I Warming Up
1. Types of Hotels 现代酒店的分类
2. Departments of a Hotel 酒店各部门
Part II Listening
1. A Telephone Inquiry 解答客人的电话问询
2. What a Smart Hotel! 现代酒店很智能！
Part III Reading
1. Hospitality Industry: Exploring the Latest Trends 酒店业新趋势
2. Types of Hotels 酒店的类型
Part IV Oral Practice
1. What Kind of Hotel Do You Want? 您需要什么样的酒店？
2. What Type of Room Would Be Suitable for You? 适合您的房间
Part V Writing
Job Application Letter 求职信
Part VI Review and Practice
Self-assessment
Unit 02 Job Interview 面 试
Part I Warming Up
1. An Online Job Off er 网络招聘
2. Which Position Are You Interested in? 梦寐以求的职位
Part II Listening
1. How Qualifi ed You Are 智慧酒店任职要求
2. Questions from Your Future Employer 来自雇主的提问
Part III Reading
1. Pre-interview Tips 面试前的建议
2. Top Skills Employers Want 未来雇主希望员工具备的技能
Part IV Oral Practice
1. A Good Self-introduction Counts a Lot 一份好的自我介绍让你事半功倍
2. A Simulated Job Interview 模拟面试
Part V Writing
Resume 电子简历
Part VI Review and Practice
Self-assessment
Module Two Front Offi ce
前 厅
Unit 03 Reservation 预 订
Part I Warming Up
1. Room Type 房间类型
2. Suite Type 套房类型
Part II Listening
1. Receiving an FIT Reservation 接受散客预订
2. Taking Down the Guests Information 记录客人信息及需求
Part III Reading
1. What Is Front Offi ce Department? 前厅部简介
2. New Technologies in Hotel Rooms 酒店客房里的新科技
Part IV Oral Practice
1. FIT Reservation 散客预订
2. Summary of the Working Procedure 预订流程总结
Part V Writing
E-version Reservation Form 电子版预订单
Part VI Review and Practice
Self-assessment
Unit 04 Modifi cation and Cancellation of Reservations更改及取消预订
Part I Warming Up
1. Ways to Reserve 预订方式
2. Receiving Reservations 预订接待
Part II Listening
1. Can I Put Your Name on Our Waiting List? 可以把您加入候补名单吗？
2. Would You Mind Changing It for Another Room? 您介意换一种房型吗？
Part III Reading
1. Guaranteed Reservation in Hotels 酒店里的保证性预订
2. Overbooking 超额预订
Part IV Oral Practice
1. Modifi cation of Reservation 更改预订
2. Cancellation of Reservation 取消预订
Part V Writing
Notice for Extra Bed 加床通知单
Part VI Review and Practice
Self-assessment
Unit 05 Check-in 入 住
Part I Warming Up
1. Abbreviations 前厅常用术语缩写
2. Smart Reception 智慧前台
Part II Listening
1. Group Check-in 为团队客人办理入住
2. FIT Check-in 为散客办理入住
Part III Reading
1. New Technologies Make Your Stay More Enjoyable酒店的新技术应用让住店体验更加舒适
2. What Is Hotel PMS? 什么是酒店前台操作系统？
Part IV Oral Practice
1. Check-in for Guest with Reservation 为有预订的客人办理入住
2. Check-in for a Walk-in Guest 为无预订的客人办理入住
Part V Writing
Registration Form 入住登记表
Part VI Review and Practice
Self-assessment
Unit 06 Concierge in Smart Hotels 智慧酒店的礼宾服务
Part I Warming Up
1. Concierge Service 礼宾服务
2. Helping the Guest to Do Self Check-in 帮客人办理自助入住
Part II Listening
1. Showing Guest to the Room 引导客人进入客房
2. Airport Representative 接送机服务
Part III Reading
1. Smart Concierge 智慧酒店礼宾服务
2. What Is Concierge? 什么是礼宾服务？
Part IV Oral Practice
1. Bell Service 行李服务
2. Booking a Show Ticket 预订演出门票
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 结账退宿
Part I Warming Up
1. Room Status 房态
2. Ways of Payment 支付方式
Part II Listening
1. A Miscalculated Hotel Bill 处理错误账单
2. Let Me Draw the Bill for You 为客人准备退宿账单
Part III Reading
1. Contactless Experiences in a Hotel 无接触服务体验
2. E-CNY 数字人民币
Part IV Oral Practice
1. FIT Check-out 散客退宿
2. Group Check-out 团队退宿
Part V Writing
Logbook for Receptionist 前台接待工作交接记录
Part VI Review and Practice
Self-assessment
Module Three Housekeeping
客 房
Unit 08 Routine Housekeeping Service 常规客房服务
Part I Warming Up
1. Room Facilities 客房设施
2. Linen Products 客房常用布草
Part II Listening
1. Chamber Service 客房清洁服务
2. Turndown Service 夜床服务
Part III Reading
1. Chamber Service Procedure 房间清洁服务程序
2. Intelligent Service in Guest Rooms 智能客房服务
Part IV Oral Practice
1. Confi rming Housekeeping Service 确认客房服务
2. Intelligent Service in Guest Rooms 智能客房服务
Part V Writing
Laundry Form 洗衣单
Part VI Review and Practice
Self-assessment
Unit 09 Smart Room System 智能客房系统
Part I Warming Up
1. Room Facilities 客房设施
2. Smart Room Facilities 客房智能设施
Part II Listening
1. Introducing Smart Room Facilities 智能客房设备介绍
2. Reporting Malfunctions 设施故障报修
Part III Reading
1. Room Facility Maintenance and Repair 客房设备维修与保养
2. Smart Room Management System 智能客房管理系统
Part IV Oral Practice
1. Repair and Maintenance Service Orientation 客房维修入职培训
2. Malfunction Service 故障报修服务
Part V Writing
Maintenance Record 维修记录
Part VI Review and Practice
Self-assessment
Unit 10 Robot Delivery Service for Room Supplies客房用品智能配送服务
Part I Warming Up
1. Basic Room Supplies 常规客房用品
2. Types of Robot Delivery Services 智能配送服务类别
Part II Listening
1. Room Supplies Delivery 配送客房用品
2. Robot Delivery Application 智能配送应用程序
Part III Reading
1. Smart Delivery Service 智慧客房用品配送服务
2. Hotel Service Robots 酒店智能服务机器人
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介绍客房用品智能配送服务
Part V Writing
Housekeeping Trace List 客房部借物单
Part VI Review and Practice
Self-assessment
Module Four Food and Beverage
餐 饮
Unit 11 Chinese Food 中餐服务
Part I Warming Up
1. Some Typical Chinese Dishes 中国特色菜肴
2. Food Service Equipment 餐饮服务设备
Part II Listening
1. Making a Reservation 中餐预订
2. Recommending Dishes 推荐菜品
Part III Reading
1. Delight Your Diners with Smart Restaurant Technology智慧中餐厅让就餐体验更愉悦
2. Tasty Chinese Food 美味中国菜
Part IV Oral Practice
1. Handling Table Reservations 中餐餐位预订
2. Dealing with Restaurant Complaints 处理用餐客人投诉
Part V Writing
Table Reservation Form 电子餐位预订单
Part VI Review and Practice
Self-assessment
Unit 12 Western Food 西餐服务
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 接待无预订客人
2. Discussing about Western Table Manners 西餐餐桌礼仪
Part III Reading
1. Dining in a Western Way 西餐礼仪
2. Big Data to Create Better Dining Experience 大数据优化顾客体验
Part IV Oral Practice
1. Steps for Serving Western Food 西餐用餐服务
2. Ordering Service in a Western Restaurant 西餐点餐服务
Part V Writing
Menu and Bill 菜单与账单
Part VI Review and Practice
Self-assessment
Unit 13 Beverage Service 酒水服务
Part I Warming Up
1. Types of Beverage 主要酒水种类
2. Bar Utensils 常见酒吧用具
Part II Listening
1. Serving Beverage 酒水服务
2. Recommending Wines 推荐佐餐酒
Part III Reading
1. Meet Ceciliathe Robot Bartender 机器人调酒师
2. Working as a Bartender 调酒师日常工作
Part IV Oral Practice
1. Recommending Beverages 为客人推荐酒水
2. Introducing the Robot Bartender 介绍机器人调酒师
Part V Writing
The Bar Bill 酒水单
Part VI Review and Practice
Self-assessment
Unit 14 Banquet Service 宴会服务
Part I Warming Up
1. Types of Banquets 常见宴会种类
2. Banquet Facilities 宴会设施设备
Part II Listening
1. Receiving a Business Banquet Reservation 宴会预订
2. Suggesting Banquet Decorations 商讨宴会设计问题
Part III Reading
1. Digital Banquet Facilities 数字化宴会设施设备
2. How to Book a Banquet? 如何预订宴会？
Part IV Oral Practice
1. Explaining Banquet Facilities 介绍数字化宴会系统
2. Designing a Banquet Menu 设计宴会菜单
Part V Writing
Confi rmation Email 确认预订的邮件
Part VI Review and Practice
Self-assessment
Module Five Health & Recreation
康 乐
Unit 15 Fitness Center & Swimming Pool 健身中心及游泳池
Part I Warming Up
1. Fitness Facilities 健身设施
2. Swimming and Waterproof Equipment 游泳及防水设备
Part II Listening
1. Introducing Health Club to the Guest 向客人介绍健身中心
2. At the Indoor Swimming Pool 在室内泳池
Part III Reading
1. What Is Recreation Center? 何谓娱乐中心
2. The Benefi ts of Swimming 游泳的好处
Part IV Oral Practice
1. Fitness Center Service Procedure 健身中心服务程序
2. Swimming Pool Service 泳池服务
Part V Writing
Fitness Club Advertisement 健身俱乐部广告
Part VI Review and Practice
Self-assessment
Unit 16 SPA Service 水疗服务
Part I Warming Up
1. Facial Treatment 面部护理
2. Massage Treatment 按摩推拿
Part II Listening
1. SPA Service 水疗服务
2. Recommending a Beauty Treatment 推荐美容护理项目
Part III Reading
1. An Introduction to Beauty Salon & Modern SPAs美容沙龙和现代水疗介绍
2. An Introduction to Hot Spring Fish Therapy 温泉鱼疗介绍
Part IV Oral Practice
1. SPA Reservation Service 水疗预订服务
2. Managing Guest Record in SPA Service System
SPA 服务系统中的客户管理
Part V Writing
Beauty SPA Customer Profi le 美容 SPA 客户档案
Part VI Review and Practice
Self-assessment
Module Six Quality Management of Hotel Service
酒店服务质量管理
Unit 17 Handling Guest Complaints 处理客人的投诉
Part I Warming Up
1. Guests Requests 常见的客人诉求
2. Staff Who Will Handle Guest Complaints in a Restaurant餐厅负责处理客人投诉的员工
Part II Listening
1. Dealing with Complaints about Housekeeping Service 处理客房部投诉
2. Dealing with Complaints about F&B Service 处理餐饮部投诉
Part III Reading
1. Complaints Are Like the Double-edged Sword 投诉是一把双刃剑
2. Analysis on Comments 客户意见分析
Part IV Oral Practice
1. Handling Routine Complaints 常规投诉的处理
2. Handling Non-routine Complaints 非常规投诉的处理
Part V Writing
In Response to Guest Complaints 回应投诉
Part VI Review and Practice
Self-assessment
Unit 18 Internal Supervision 内部督导
Part I Warming Up
Positions Concerning Internal Supervision 内部督导相关岗位
Part II Listening
1. Claiming for Damage and Loss 物品损坏和财产损失的索赔
2. Dealing with Laundry Damage Caused by Employees Negligence处理因员工过失导致的洗衣损坏问题
Part III Reading
1. Introduction to Deming PDCA Cycle 戴明 PDCA 循环介绍
2. Service Quality in Hospitality Industry 服务业中的质量管理
Part IV Oral Practice
Employee Performance Management 员工绩效管理
Part V Writing
Notice 通知
Part VI Review and Practice
Self-assessment
Module Seven Marketing and Client Maintenance
营销与客户维护
Unit 19 Marketing 营 销
Part I Warming Up
1. Types of Marketing Research 市场调研的主要方式
2. Types of E-marketing 网络营销方式
Part II Listening
1. Presenting Survey Results 描述市场调研结果
2. Marketing a New Product 讨论新产品营销策略
Part III Reading
1. E-marketing in Hospitality Industry 酒店数字化营销
2. New Media Marketing 酒店新媒体营销
Part IV Oral Practice
1. Market Research Procedure 市场调研的工作程序
2. Discussing about E-marketing 讨论网络营销方法
3. Analyzing Consumer Data 客户信息智能化分析
Part V Writing
Meeting Appointment Letter 会议预约商务信函
Part VI Review and Practice
Self-assessment
Unit 20 Sales 销 售
Part I Warming Up
1. Sales Tools 常规销售工具
2. Major Parts of Hotel Ads 酒店广告要素
Part II Listening
1. Selling a Large Wedding Banquet 大型婚宴销售
2. Negotiating Sales Terms 讨论销售细节
Part III Reading
1. Boost Direct Sales via AI & Big Data人工智能和大数据对销售的促进作用
2. Revenue Management 收益管理
Part IV Oral Practice
1. Summarizing the Sales Process 梳理销售过程
2. Selling a Business Meeting 商务会议销售
Part V Writing
Online Reviews and Feedback 线上评价和反馈
Part VI Review and Practice
Self-assessment
Module Eight Future Development
未来发展
Unit 21 Career Development 职业发展
Part I Warming Up
Career Path in Hotels 酒店的晋升通道
Part II Listening
1. Arranging for a Meeting 组织一次会议
2. Increasing the RevPAR 提高平均每房收益
Part III Reading
1. Basic Skills in Hospitality Career Development酒店业职业发展的基本技能
2. Leadership Basics for Managers 经理的领导力基础
Part IV Oral Practice
1. How to Become a Qualifi ed Supervisor 如何成为一个合格的主管
2. Arranging for a Meeting 组织一次部门会议
Part V Writing
Daily Work Report 日常工作报告
Part VI Review and Practice
Self-assessment
Unit 22 Becoming a Professional Hotel Manager成为一名专业的酒店经理
Part I Warming Up
Structuring a Morning Briefi ng 安排晨会
Part II Listening
1. A Managers Welcome Letter 经理的欢迎信
2. Employee Motivation 员工激励
Part III Reading
1. A Day of a Hotel Manager 酒店经理的一天
2. Job Advertisement for a Hotel Manager 酒店经理招聘广告
Part IV Oral Practice
1. Select-service Hotel GMs VS Full-service Hotel GMs精选服务酒店总经理 VS 全服务酒店总经理
2. Wishing YOU Success 预祝成功
3. Q&A of a General Managers Job 总经理工作知多少
Part V Writing
A General Managers Diary 酒店总经理日常工作记录
Part VI Review and Practice
Self-assessment
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