精選優(yōu)質(zhì)文檔-----傾情為你奉上精選優(yōu)質(zhì)文檔-----傾情為你奉上專心---專注---專業(yè)專心---專注---專業(yè)精選優(yōu)質(zhì)文檔-----傾情為你奉上專心---專注---專業(yè)Unit1四With60co-opsinthebuilding,yougetaverywelcoming,feel-like-homekindofatmosphere.大樓里有60套組合式公寓，你會體驗到一種非常熱忱的、賓至如歸的氛圍。Romewasnotbuiltinaday?欲成大器，絕非一日之功。Ithinkhotelserviceisaverydecentandhonorableoccupation.我認(rèn)為酒店服務(wù)是一種非常體面和光榮的職業(yè)。Neverforgetourhotel'smotto--"Reputationfirst,customerforemost."永遠(yuǎn)不要忘記我們酒店的座右銘：“名譽第一，顧客至上?！蔽錒ospitalitymeanspeopledealingwithpeople.Thehospitalityindustryisaphrasecoveringavarietyofserviceindustries/fromreceivingacustomertoservicingthem,suchasprovidingthemfoodandbeverages,orprovisionofaroomandbedtosleep.款待他人意味著人與人之間相互交往。飯店業(yè)這個用語涉及從接待顧客到為顧客服務(wù)等多種服務(wù)行業(yè)，如為顧客提供餐飲，或提供睡覺所需的房間和床鋪。Therearefivebasictypesofhotel--commercial,resortresidential,extended-stay,andcasino.Mosthotelsandmotelsarecommercialpropertiesthatcatermainlytobusinesspeople,tourists,andothertravelerswhoneedaccommodationsforabriefstay.旅店基本上可分為五種類型，即商業(yè)飯店，度假村，做住所用的旅館，逗留期長的旅館及娛樂場。大多數(shù)飯店及汽車旅館都是商業(yè)性機(jī)構(gòu)，他們主要滿足商人，游客及其他要暫住旅行者的需求。Inrecentyears,duetoincreasedcompetitionamongestablishmentsinthisindustry,hotelsmotels,camps,andrecreationalandRVparksaffiliatedwithnationalchainshavegrownrapidly.近幾年來由于飯店業(yè)中旅館業(yè)競爭愈演愈烈，飯店、汽車旅館、露營園和全國范圍都有連鎖店的活動房屋式游藝車泊地都迅速發(fā)展起來。三1.fromapracticalstandpoint從實際角度來看2.onthepremise在房屋內(nèi)，在場所內(nèi)一1.Togivewhatisneededtosomeoneortochangetosuitanotherpersonornewconditions------accommodate向...提供住處，使適應(yīng)2.Theplacetowhichapersonisgoingortowhichathingisbeingsentortaken--------destination目的地二Thehistoryofhumanbeing'scivilizationcanbetracebacktomillionsofyearsago.Pleasedotheworkatyourownconvenience.Unit2四Wehavesinglerooms,doublerooms,suitesanddeluxesuites.我們有單人間，雙人間，套間和豪華套間。I'dliketoconfirmareservation/cancelareservation.我想確認(rèn)一項預(yù)定/取消一項預(yù)定。Weshouldbegreatlyobligedifyouwouldletushaveyourcurrentpricesincludingservicecharges.若果您能告訴我們目前的價格，包括服務(wù)費，我們將不勝感激。Isitpossibleforyoutochangeyourreservationdate?您可不可以改變預(yù)定日期呢？五"Frontoffice"isatermusedinhotelstocovervarioussectionswhichdealwithreservation,roomallocations,receptions,billingandpayments.“前廳部”是用于酒店業(yè)的一個術(shù)語，指的是那些負(fù)責(zé)客房預(yù)訂、客房分配、顧客接待、結(jié)賬和付款等方面工作的各個部門。Thefirstcontactmostwould-beguestshavewithahoteliswiththetelephoneswitchboard,whichisapartoffrontoffice.大多數(shù)潛在顧客和酒店首先接觸的是電話總服務(wù)臺，他也是前廳部的部分。Whilehotelandresortguestsloveexcellentservice,providingitisnotalwayseasy.Guestrepresentativesmustremaincourteous,tactful,calm,andhelpful,evenwhenhotelguestsarerudeanddemanding.酒店和度假村客人都希望得到優(yōu)質(zhì)的服務(wù)而提供的優(yōu)質(zhì)服務(wù)并不是件容易的事。即使是在顧客無禮的情況下，顧客代表也必須始終保持禮貌、機(jī)敏、冷靜和熱心。Atypicaldaymightfindguestserviceworkersinhotelstrackingdownticketstoahotconcertintown,makingreservationsatahipnewrestaurant,pickingupdrycleaning,carryingluggage,welcomingguests,openingdoors,orbookingreservations.一天中，酒店中的顧客服務(wù)員的典型工作是為顧客購買市中心流行音樂會門票、預(yù)定豪華餐廳的餐位、領(lǐng)取干洗過的衣物、搬運行李、迎接客人、為客人開門或預(yù)訂客房等。Reservationsagentskeepupwithhotelbooking.Theyhandlegrouproom-contractsnegotiatedbythesalesdepartmentandcorrespondwithgroupsandtravelgentstoanswerspecialrequestsforroomsandrates.預(yù)定代理人負(fù)責(zé)入住酒店的預(yù)定工作。他們處理由銷售部洽談簽下的團(tuán)隊預(yù)訂合同，并與該團(tuán)隊及旅行代理人保持通信聯(lián)系，以滿足有關(guān)客房及房價方面的特殊要求。三1.frontoffice前臺，前廳2.pickupamessage接受信息3.registrationform登記表4.ahipnewrestaurant時髦漂亮的飯店5.besubdividedinto被再分成6.expectedarrival預(yù)期到達(dá)的時間一Theactofreserving;akeepingbackorwithholding-----reservation預(yù)定2.Theactofmaking(anarrangementormeeting)certain,oftenbytelephoneorwriting-----confirmation確認(rèn)，證明3.Tosuggestthataparticularactionshouldbedone----recommend建議4.Towatchover(anactivityorjob)tomakecertainthatitisdonecorrectly-----supervise監(jiān)督，管理，指導(dǎo)二Canyouputmethroughtothemanager?Thestrikewascausedbythemanagement'srefusaltonegotiatewiththeunions.Thefirecausedconsiderabledamagetothechurch.Unit3四DoyoumindifIputyourluggagebythewardrobe?我把您的行李擱在衣柜旁邊好嗎？Couldyoufillouttheregistrationcard,please?請?zhí)顚懽∷薜怯浛ê脝?？Justamoment,please.I'llcheckourreservationrecord.請稍后，我查一下預(yù)約記錄。Coulditbepossiblethatyouhavemixedupourhotelwithanotherone?你是否把我們飯店與另一家飯店搞混了？五Havinghis/herdetailsrecordedintothecomputerandbeenassumedthattheinformationconcerningtheguesthasbeendistributedtothecustomerwillasamatterofhotelpolicybeaskedforadepositbythereceptionist.接待員把顧客的基本信息輸入電腦，并確定顧客的相關(guān)信息已被傳送到需要知道顧客來店情況的相關(guān)部門的電腦以后，他將根據(jù)飯店政策向顧客收取押金。Thereceptionistwillthencompletethe"roomcard"whichhastheeffectofbeingidentitycardsfortheguestduringhisstayandwhichwillhavetobeproducedinorderforhimtoreceivehisroomkey.然后，接待員給顧客辦理房卡。房卡在顧客住店期間有識別其身份的作用，而且是為了讓顧客拿到房間鑰匙而專門制造的。三1.putone'smindatease使某人的心情舒暢2.receptiondesk接待處3.inadvance提前4.nottomention更不用說5.figureout相出，理解，明白一1.Especiallysuitableorcompatible------appropriate適當(dāng)2.Acorridororhallconnectedwithalargerroomorservicesofroomsandusedasapassagewayorwaitingroom-----lobby大堂二Themechaniccheckedoutthecarbattery.Hispaintingsareondisplayattheexhibition.Hedepositsasumofmoneyinthebankeachmonth.Unit4四MayIdotheturn-downserviceforyounow?現(xiàn)在可以為您做晚床服務(wù)了嗎？Wealwaystrytohaveroomsmadeupearlyonrequest.我們總是盡力按照要求早收拾房間。Wewillrefundthecostofthelaundry.Oryoumaybuyanewsweaterandgiveupthereceipt.我們可以退還洗衣費。您可以買件新毛衣，把發(fā)票給我們。五Itisresponsiblefortheimmaculatecareandupkeepofallguestroomsandpublicspaces.Tobespecific,itisinchargeofcleaningtheguestroomsandmakingthemlookclean,tidy,well-appointedandcomfortable.客房部負(fù)責(zé)所有客房和公共場所的環(huán)境衛(wèi)生清潔工作。具體的來說該部門負(fù)責(zé)清掃客房，使客房看起來干凈整潔，設(shè)施完善而且舒適。Asoneofthelargestdepartmentswithinthehotel,thehousekeepingdepartmentpresentsaninterestingchallenge:howdoyoumotivate,trainanddevelopadiversegroupofemployeestoproduceaconsistentlyexceptionalproduct?客房部作為飯店最大的部門之一，其自身有一項有趣的挑戰(zhàn)，即該部門如何激勵、培訓(xùn)、培養(yǎng)一支多樣化的職工隊伍來一如既往的生產(chǎn)高質(zhì)量的產(chǎn)品。Inacompetitivehotelmarket,itisserviceandcleanlinessthatreallymakeanimpactonourguestsanddeterminewhethertheywillreturn.Aconsistentproduct---bothinourpublicspacesandinourguestrooms--hasalwaysplayedavitalroleintheincrediblesuccessofthehotel.在充滿競爭的飯店行業(yè)，真正能對顧客產(chǎn)生影響并決定他們是否再次光顧的因素是飯店的服務(wù)質(zhì)量和環(huán)境衛(wèi)生。在公共場所和客房都保持質(zhì)量如一的產(chǎn)品，這對飯店能否取得巨大成功至關(guān)重要。三housekeepingdepartment客房部foodandbeveragedepartment餐飲部auditingdepartment審計部engineeringdepartment工程部wearandtear破損一aplantoshowhowmuchmoneyapersonoforganizationwillearnandhowmuchtheywillneedtospend-------budget預(yù)算Torepairandimprove-------renovate修復(fù)Tolose(something)temporarilybyforgettingwhereyouhaveputit-------misplace放錯地方二Thechildrenareoldenoughtorunerrandfortheirparentstotheshops.Filmshavelongplayedavitalroleinhislife.Herememberedtheoldadage"Lookbeforeyouleap."Unit5四Iwonderifyourhotelhasthemorningcallservice.不知道你們飯店是否有叫早服務(wù)。Aperson-to-personorastationcall,sir?先生，您打聽叫人或是叫號電話？I'msorrythelineisbusy.Wouldyouliketocallback?對不起，現(xiàn)在占線，您一會再打過來好嗎？Thereisnoanswer.Wouldyouliketoleaveamessage?無人接聽。您需要留言嗎？三rentalplan租賃套餐、serviceprovider服務(wù)運營商medicalassistance醫(yī)療救助一anunexpectedandserioussituationsuchasanaccident,whichmustbedealtwithquickly------emergency緊急情況（ofthings,systems,ofideas）workingwelltogetherofexistingtogethersuccessfully------compatible兼容areductionintheusualprice------discount折扣二Howwilldisabledpeopleescapeinaemergency.Acreditcardisasmallplasticcardwhichcanbeusedasamethodofpayment.Ifyouplantouseahotel'stelephonetomakealong-distancecall,youhadbetterchecktheirtelephoneratesbeforemakingit.Unit6四We'llmanageit,butwedon'thaveanyspareroomtoday.我們會盡力辦到，但是今天我們沒有空余房間。Ihopewe'llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep.我希望明天晚上我們能待在一套安靜的房間里睡個好覺。Thelightinthisroomistoodim.Pleasegetmeabrighterone.這房間里的燈光太暗了。請給我換個亮一點的。Sorry,sir.I'llsolvetheproblemforyouassoonaspossible.先生，很抱歉，我將盡快地解決這個問題。Excuseme,butIshouldsayit'sagainstourhotelregulations.很抱歉，但是這件事是違反我們賓館的規(guī)定的。五Everydayinhotels,restaurants,andotherhospitalityvenues,validcustomercomplaintsareconveyedthroughavarietyofmethodstofrontlineemployeesandmanagementonlytobeignoredordismissed.Eachtimecustomerstakethetimetocomplain,theyaretryingtoprovidethatbusinesswithanopportunitytokeepthemascustomers.每天在飯店、餐館，以及其他的餐飲場所，正當(dāng)?shù)念櫩屯对V通過各種各樣的方式被轉(zhuǎn)達(dá)到第一線工作人員和管理層，結(jié)果卻是被忽視或拒絕考慮。每當(dāng)顧客抽時間投訴時，他們都在試著為企業(yè)提供留住顧客的機(jī)會。Knowingthatcomplaintswilloccur,allthoseinvolved---frommanagementtofrontlinepersonnel---wouldservethemselvesandtheirorganizationswelltoputaconsiderableamountoftimeintoefficientlyhandlingcomplaints.由于知道顧客投訴總是會來，所以所有的相關(guān)人員----從管理層到一線工作人員----都要為自己和他們的機(jī)構(gòu)很好的服務(wù)，投入大量的時間有效的處理這些投訴。Ifcomplaintsarewelcomedasopportunitiestoimprovebusinessrelationshipswithcustomersandthestaffreceivingthecomplaintsisproperlytrainedandconfident,positivescancomefromtheseencounters.如果把投訴看成是改善與顧客商業(yè)性關(guān)系的機(jī)遇，如果受理顧客投訴事件的員工都經(jīng)過適當(dāng)?shù)呐嘤?xùn)并有信心，那這些與顧客“邂逅”會帶來好處。三customercomplaint顧客投訴findfault挑剔，找茬兒publicrelations公共關(guān)系headoff阻止，攔截；防止。。。的發(fā)生一abletoprovideeverythingyouneed,esp.Food,foryourselfwithoutthehelpofotherpeople---self-sufficient自給自足Toaccept,admitorrecognize(something,orthetruthorexistenceofsomething)----acknowledge承認(rèn)二Thankstoouraggressivemarketingtactics,oursaleshaverisensharplythisyear.We'vemadeacomplainttothepoliceaboutthenoise.Unit7四Ourgymisfamousforbothfacilitiesandservice.我們的健身房以設(shè)施齊全，服務(wù)周到而聞名。五Trendsinfitnesscenterstendtofluctuatebasedonsocialandhealthtrendsinthecommunitiestheyserve.Therefore,itbecomesnecessarytopinpointwhatthesetrendsmightbebeforeplanninganewfacilityorrenovatinganexistingone.健身中心的發(fā)展趨勢往往會隨著它們所服務(wù)的那些社區(qū)里的社交和保健趨勢而變化波動。因此，在計劃購買新的或修復(fù)現(xiàn)在的設(shè)施之前，有必要確定這些趨勢到底是什么。Lookingtothefuture,thefirstbabyboomersturn65in2010andtypicallyarereportedtofeel12yearsyoungerthantheirage,accordingtotheSoutheasternInstituteofResearch.Thisagegroupisactiveandwantsprogramsthataidtheminmaintainingyouthfulspirit,mindandbody.根據(jù)東南研究所的研究得知，展望未來，第一批生育高峰期出生的人在2010年將年屆65，但是他們一般來說要比同齡人感覺年輕12歲。這個年齡組的人生活積極，并期望通過鍛煉運動來幫助他們保持年輕的心態(tài)和身體。Ourhealthyandsocialimpactswillcontinuetodrivefitnesscentergrowthasatrendforyearstocome.Keepingthesefindingsinmindwhenplanningyournextfitnesscenterimprovementwillensureyou'reonyourwaytosuccess.我們的健康和社會因素將繼續(xù)推動健身中心向前發(fā)展，并成為今后數(shù)年的趨勢。當(dāng)你在策劃下一個健身中心的改進(jìn)方案的時候，記住這些調(diào)查結(jié)果將確保你通向成功之路。三fitnesscenter健身中心physicalattribute物質(zhì)條件keepinmind記??；銘記在心一moreimportantornoticeablethananythingelseinasetofpeopleorthings-----predominant優(yōu)越，卓越Difficulttofightagainst;verygreatorverylarge---overwhelming勢不可擋Toputyourselforsomeoneelseontotheofficiallistofmembersofacourse,collegeorgroup----enrollment登記，注冊二Childrenseemtolearnmoreinterestingthingsnowcomparedtowhenwewereatschool.TherewasacinemaadjacenttowhereIlived.Unit8四1、Wouldyouliketocheckandseeiftheamountiscorrect？您要不要核對一下賬單的數(shù)目？2、Excuseme,butIamafraidyouhavemiscalculatedmybill.對不起，恐怕您們把賬單算錯了。五Cashierswhoworkforhotelsgenerallykeeptrackofchargerstoguestsforroomservice,telephonecalls,andvaletservice.Somesophisticatedcashregistersarelinkedtocomputersystemsthatcandoallthesethingsautomatically.在飯店工作的收銀員通常記錄客人在享受客房服務(wù)、電話服務(wù)以及洗熨衣服過程中所發(fā)生的各項花費。一些先進(jìn)的出納機(jī)是連接在能夠自動地處理一切事務(wù)的電腦系統(tǒng)上的。Cashierscomeintocontactwithmanycustomersthroughouttheworkingday.Someestablishments,includingrestaurantsandhotels,doagooddealoftheirbusinessatnight;therefore,hospitalitycashiersoftenworkevenings.整個工作日中，收銀員要和很多顧客接觸。一些商家，包括餐廳和飯店在內(nèi)，在晚間有大量業(yè)務(wù)。因此，收銀員經(jīng)常晚上工作。三entertainmentarena娛樂競技場keeptrackof記錄,留意safe-depositbox保險箱assistantmanager經(jīng)理助理peakperiods高峰期paidvacation帶工資的假期sickleave病假一Awritingacknowledgingthereceivingofgoodsormoney----receiptAnassuranceforthefulfillmentofacondition-----guaranteeAnexchangeortransferofgoods,servicesorfunds-----transaction二childrenshouldlearnaboveallhowtoobservegoodmannersattableTheaccidentpromptedhertorenewherinsuranceUnit9四I'dliketomakeareservationfortonight.我想預(yù)定個今晚的座位。Allliquorsbroughtinwillbesubjectto30％servicechargebasedonthemarketpriceoftheliquor.自帶酒水會按酒市價的30％座位服務(wù)費。Isthereaminimumchargeformytable?請問我們訂的桌子有沒有設(shè)最低消費？Wouldyouliketomakeareservationforaprivateroomorforatableinthehall?請問您要訂大廳還是房間？五1、Besidescoordinatingactivitiesamongvariousdepartments,suchaskitchen,diningroom,andbanquetoperations,foodservicemanagersensurethatcustomersaresatisfiedwiththeirdiningexperience.Inaddition,theyoverseetheinventoryandorderingoffood,equipment,andsuppliesandarrangefortheroutinemaintenanceandupkeepoftherestaurant,itsequipment,andfacilities.除了協(xié)調(diào)各部門的事務(wù)以外（如廚房，就餐室，宴會活動等），食品服務(wù)部經(jīng)理還要確保顧客滿意這次就餐經(jīng)歷。此外，他們還監(jiān)控庫存、采購食品、設(shè)備和供給、并安排餐廳及其設(shè)備上設(shè)施的日常維護(hù)和保養(yǎng)工作。Managersorexecutivechefsselectmenuitems,takingintoaccountthelikelynumberofcustomersandthepastpopularityofdishes.Otherissuesconsideredwhenplanningamenuincludewhethertherewasanyunservedfoodleft,overfrompriormealsthatshouldnotbewasted,theneedforvariety,andtheseasonalavailabilityoffoods.經(jīng)理或廚師長挑選菜品，同時考慮顧客的可能數(shù)量和該菜肴過去受歡迎的程度。在挑選菜品時需要考慮的其他問題還包括先前的飯菜中是否有未被吃過的、是否有不應(yīng)該浪費的食物、是否有必要變化菜肴及食物是否有季節(jié)性供應(yīng)問題。3、Theymustmotivateemployeestoworkasateamtoensurethatfoodandservicemeetappropriatestandards.Managersalsomustensurethatwrittensupplyordersareclearandunambiguous.他們還必須激勵員工有團(tuán)隊精神，以確保食物及其服務(wù)達(dá)到適當(dāng)標(biāo)準(zhǔn)。他們也必須確保書面的供給訂單清楚明晰。Inadditiontotheirregularduties,foodservicemanagersperformavarietyofadministrativeassignments,suchaskeepingemployeeworkrecords,preparingthepayroll,andcompletingpaperworktocomplywithlicensinglawsandreportingrequirementsoftax,wageandhour,unemploymentcompensation,andSocialSecuritylaws.除了常規(guī)的職責(zé)外，食品服務(wù)部經(jīng)理還履行各種各樣的行政管理職責(zé)，如保存員工的工作記錄、準(zhǔn)備工資單并完成一些文檔工作，使餐館的營業(yè)活動遵守經(jīng)營許可法、服從國家有關(guān)稅收、工資工時以及失業(yè)補(bǔ)償金等方面的規(guī)定。并遵守社會安全保障法。三humanresource人力資源executivechef廚師長sanitationstandards環(huán)境衛(wèi)生一Alistofthedishesthatmaybeordered(asinarestaurant)orthataretobeserved(asatabanquet)———menuAdrinkableliquid———beverageToinspect,examineorsupervise———oversee二Youcancontractouttheproject,ifyouwish.Weshouldtakeintoaccounttheproposalsofourparentsandviceversa.Unit10四ButIreallylikehotfood.Couldyourecommendsomething?而我確實喜歡吃辣食，能推薦幾個菜嗎？Wouldyouliketoorderafullmealcourseoralacarte?您想叫一份全餐還是按菜單點菜？Theregulardinnersincludeappetizer,soup,salad,dessert,teaorcoffee.一般正餐包括開胃菜、湯、色拉、甜點還有茶或咖啡。五Showrespectforthecustomersandtrytoprojectyourwishtohelpthemenjoytheirmeal.Thismaymeanastrictlyuprightpostureand“Thankyou,ma'am.”Itmaymeanbeingjovialandchatty,orquietandrespectful.尊敬顧客，并努力表示你的愿望，即你樂意幫助他們用餐愉快。這就意味著要保持筆直的站姿，并說：“謝謝您，夫人！”這可能意味著要有愉快親切的，或安靜且充滿敬意的服務(wù)態(tài)度。Bepat