饭店英语电子档

精选优质文档-----倾情为你奉上精选优质文档-----倾情为你奉上专心---专注---专业专心---专注---专业精选优质文档-----倾情为你奉上专心---专注---专业Unit1四With60co-opsinthebuilding,yougetaverywelcoming,feel-like-homekindofatmosphere.大楼里有60套组合式公寓，你会体验到一种非常热忱的、宾至如归的氛围。Romewasnotbuiltinaday?欲成大器，绝非一日之功。Ithinkhotelserviceisaverydecentandhonorableoccupation.我认为酒店服务是一种非常体面和光荣的职业。Neverforgetourhotel'smotto--"Reputationfirst,customerforemost."永远不要忘记我们酒店的座右铭：“名誉第一，顾客至上。”五Hospitalitymeanspeopledealingwithpeople.Thehospitalityindustryisaphrasecoveringavarietyofserviceindustries/fromreceivingacustomertoservicingthem,suchasprovidingthemfoodandbeverages,orprovisionofaroomandbedtosleep.款待他人意味着人与人之间相互交往。饭店业这个用语涉及从接待顾客到为顾客服务等多种服务行业，如为顾客提供餐饮，或提供睡觉所需的房间和床铺。Therearefivebasictypesofhotel--commercial,resortresidential,extended-stay,andcasino.Mosthotelsandmotelsarecommercialpropertiesthatcatermainlytobusinesspeople,tourists,andothertravelerswhoneedaccommodationsforabriefstay.旅店基本上可分为五种类型，即商业饭店，度假村，做住所用的旅馆，逗留期长的旅馆及娱乐场。大多数饭店及汽车旅馆都是商业性机构，他们主要满足商人，游客及其他要暂住旅行者的需求。Inrecentyears,duetoincreasedcompetitionamongestablishmentsinthisindustry,hotelsmotels,camps,andrecreationalandRVparksaffiliatedwithnationalchainshavegrownrapidly.近几年来由于饭店业中旅馆业竞争愈演愈烈，饭店、汽车旅馆、露营园和全国范围都有连锁店的活动房屋式游艺车泊地都迅速发展起来。三1.fromapracticalstandpoint从实际角度来看2.onthepremise在房屋内，在场所内一1.Togivewhatisneededtosomeoneortochangetosuitanotherpersonornewconditions------accommodate向...提供住处，使适应2.Theplacetowhichapersonisgoingortowhichathingisbeingsentortaken--------destination目的地二Thehistoryofhumanbeing'scivilizationcanbetracebacktomillionsofyearsago.Pleasedotheworkatyourownconvenience.Unit2四Wehavesinglerooms,doublerooms,suitesanddeluxesuites.我们有单人间，双人间，套间和豪华套间。I'dliketoconfirmareservation/cancelareservation.我想确认一项预定/取消一项预定。Weshouldbegreatlyobligedifyouwouldletushaveyourcurrentpricesincludingservicecharges.若果您能告诉我们目前的价格，包括服务费，我们将不胜感激。Isitpossibleforyoutochangeyourreservationdate?您可不可以改变预定日期呢？五"Frontoffice"isatermusedinhotelstocovervarioussectionswhichdealwithreservation,roomallocations,receptions,billingandpayments.“前厅部”是用于酒店业的一个术语，指的是那些负责客房预订、客房分配、顾客接待、结账和付款等方面工作的各个部门。Thefirstcontactmostwould-beguestshavewithahoteliswiththetelephoneswitchboard,whichisapartoffrontoffice.大多数潜在顾客和酒店首先接触的是电话总服务台，他也是前厅部的部分。Whilehotelandresortguestsloveexcellentservice,providingitisnotalwayseasy.Guestrepresentativesmustremaincourteous,tactful,calm,andhelpful,evenwhenhotelguestsarerudeanddemanding.酒店和度假村客人都希望得到优质的服务而提供的优质服务并不是件容易的事。即使是在顾客无礼的情况下，顾客代表也必须始终保持礼貌、机敏、冷静和热心。Atypicaldaymightfindguestserviceworkersinhotelstrackingdownticketstoahotconcertintown,makingreservationsatahipnewrestaurant,pickingupdrycleaning,carryingluggage,welcomingguests,openingdoors,orbookingreservations.一天中，酒店中的顾客服务员的典型工作是为顾客购买市中心流行音乐会门票、预定豪华餐厅的餐位、领取干洗过的衣物、搬运行李、迎接客人、为客人开门或预订客房等。Reservationsagentskeepupwithhotelbooking.Theyhandlegrouproom-contractsnegotiatedbythesalesdepartmentandcorrespondwithgroupsandtravelgentstoanswerspecialrequestsforroomsandrates.预定代理人负责入住酒店的预定工作。他们处理由销售部洽谈签下的团队预订合同，并与该团队及旅行代理人保持通信联系，以满足有关客房及房价方面的特殊要求。三1.frontoffice前台，前厅2.pickupamessage接受信息3.registrationform登记表4.ahipnewrestaurant时髦漂亮的饭店5.besubdividedinto被再分成6.expectedarrival预期到达的时间一Theactofreserving;akeepingbackorwithholding-----reservation预定2.Theactofmaking(anarrangementormeeting)certain,oftenbytelephoneorwriting-----confirmation确认，证明3.Tosuggestthataparticularactionshouldbedone----recommend建议4.Towatchover(anactivityorjob)tomakecertainthatitisdonecorrectly-----supervise监督，管理，指导二Canyouputmethroughtothemanager?Thestrikewascausedbythemanagement'srefusaltonegotiatewiththeunions.Thefirecausedconsiderabledamagetothechurch.Unit3四DoyoumindifIputyourluggagebythewardrobe?我把您的行李搁在衣柜旁边好吗？Couldyoufillouttheregistrationcard,please?请填写住宿登记卡好吗？Justamoment,please.I'llcheckourreservationrecord.请稍后，我查一下预约记录。Coulditbepossiblethatyouhavemixedupourhotelwithanotherone?你是否把我们饭店与另一家饭店搞混了？五Havinghis/herdetailsrecordedintothecomputerandbeenassumedthattheinformationconcerningtheguesthasbeendistributedtothecustomerwillasamatterofhotelpolicybeaskedforadepositbythereceptionist.接待员把顾客的基本信息输入电脑，并确定顾客的相关信息已被传送到需要知道顾客来店情况的相关部门的电脑以后，他将根据饭店政策向顾客收取押金。Thereceptionistwillthencompletethe"roomcard"whichhastheeffectofbeingidentitycardsfortheguestduringhisstayandwhichwillhavetobeproducedinorderforhimtoreceivehisroomkey.然后，接待员给顾客办理房卡。房卡在顾客住店期间有识别其身份的作用，而且是为了让顾客拿到房间钥匙而专门制造的。三1.putone'smindatease使某人的心情舒畅2.receptiondesk接待处3.inadvance提前4.nottomention更不用说5.figureout相出，理解，明白一1.Especiallysuitableorcompatible------appropriate适当2.Acorridororhallconnectedwithalargerroomorservicesofroomsandusedasapassagewayorwaitingroom-----lobby大堂二Themechaniccheckedoutthecarbattery.Hispaintingsareondisplayattheexhibition.Hedepositsasumofmoneyinthebankeachmonth.Unit4四MayIdotheturn-downserviceforyounow?现在可以为您做晚床服务了吗？Wealwaystrytohaveroomsmadeupearlyonrequest.我们总是尽力按照要求早收拾房间。Wewillrefundthecostofthelaundry.Oryoumaybuyanewsweaterandgiveupthereceipt.我们可以退还洗衣费。您可以买件新毛衣，把发票给我们。五Itisresponsiblefortheimmaculatecareandupkeepofallguestroomsandpublicspaces.Tobespecific,itisinchargeofcleaningtheguestroomsandmakingthemlookclean,tidy,well-appointedandcomfortable.客房部负责所有客房和公共场所的环境卫生清洁工作。具体的来说该部门负责清扫客房，使客房看起来干净整洁，设施完善而且舒适。Asoneofthelargestdepartmentswithinthehotel,thehousekeepingdepartmentpresentsaninterestingchallenge:howdoyoumotivate,trainanddevelopadiversegroupofemployeestoproduceaconsistentlyexceptionalproduct?客房部作为饭店最大的部门之一，其自身有一项有趣的挑战，即该部门如何激励、培训、培养一支多样化的职工队伍来一如既往的生产高质量的产品。Inacompetitivehotelmarket,itisserviceandcleanlinessthatreallymakeanimpactonourguestsanddeterminewhethertheywillreturn.Aconsistentproduct---bothinourpublicspacesandinourguestrooms--hasalwaysplayedavitalroleintheincrediblesuccessofthehotel.在充满竞争的饭店行业，真正能对顾客产生影响并决定他们是否再次光顾的因素是饭店的服务质量和环境卫生。在公共场所和客房都保持质量如一的产品，这对饭店能否取得巨大成功至关重要。三housekeepingdepartment客房部foodandbeveragedepartment餐饮部auditingdepartment审计部engineeringdepartment工程部wearandtear破损一aplantoshowhowmuchmoneyapersonoforganizationwillearnandhowmuchtheywillneedtospend-------budget预算Torepairandimprove-------renovate修复Tolose(something)temporarilybyforgettingwhereyouhaveputit-------misplace放错地方二Thechildrenareoldenoughtorunerrandfortheirparentstotheshops.Filmshavelongplayedavitalroleinhislife.Herememberedtheoldadage"Lookbeforeyouleap."Unit5四Iwonderifyourhotelhasthemorningcallservice.不知道你们饭店是否有叫早服务。Aperson-to-personorastationcall,sir?先生，您打听叫人或是叫号电话？I'msorrythelineisbusy.Wouldyouliketocallback?对不起，现在占线，您一会再打过来好吗？Thereisnoanswer.Wouldyouliketoleaveamessage?无人接听。您需要留言吗？三rentalplan租赁套餐、serviceprovider服务运营商medicalassistance医疗救助一anunexpectedandserioussituationsuchasanaccident,whichmustbedealtwithquickly------emergency紧急情况（ofthings,systems,ofideas）workingwelltogetherofexistingtogethersuccessfully------compatible兼容areductionintheusualprice------discount折扣二Howwilldisabledpeopleescapeinaemergency.Acreditcardisasmallplasticcardwhichcanbeusedasamethodofpayment.Ifyouplantouseahotel'stelephonetomakealong-distancecall,youhadbetterchecktheirtelephoneratesbeforemakingit.Unit6四We'llmanageit,butwedon'thaveanyspareroomtoday.我们会尽力办到，但是今天我们没有空余房间。Ihopewe'llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep.我希望明天晚上我们能待在一套安静的房间里睡个好觉。Thelightinthisroomistoodim.Pleasegetmeabrighterone.这房间里的灯光太暗了。请给我换个亮一点的。Sorry,sir.I'llsolvetheproblemforyouassoonaspossible.先生，很抱歉，我将尽快地解决这个问题。Excuseme,butIshouldsayit'sagainstourhotelregulations.很抱歉，但是这件事是违反我们宾馆的规定的。五Everydayinhotels,restaurants,andotherhospitalityvenues,validcustomercomplaintsareconveyedthroughavarietyofmethodstofrontlineemployeesandmanagementonlytobeignoredordismissed.Eachtimecustomerstakethetimetocomplain,theyaretryingtoprovidethatbusinesswithanopportunitytokeepthemascustomers.每天在饭店、餐馆，以及其他的餐饮场所，正当的顾客投诉通过各种各样的方式被转达到第一线工作人员和管理层，结果却是被忽视或拒绝考虑。每当顾客抽时间投诉时，他们都在试着为企业提供留住顾客的机会。Knowingthatcomplaintswilloccur,allthoseinvolved---frommanagementtofrontlinepersonnel---wouldservethemselvesandtheirorganizationswelltoputaconsiderableamountoftimeintoefficientlyhandlingcomplaints.由于知道顾客投诉总是会来，所以所有的相关人员----从管理层到一线工作人员----都要为自己和他们的机构很好的服务，投入大量的时间有效的处理这些投诉。Ifcomplaintsarewelcomedasopportunitiestoimprovebusinessrelationshipswithcustomersandthestaffreceivingthecomplaintsisproperlytrainedandconfident,positivescancomefromtheseencounters.如果把投诉看成是改善与顾客商业性关系的机遇，如果受理顾客投诉事件的员工都经过适当的培训并有信心，那这些与顾客“邂逅”会带来好处。三customercomplaint顾客投诉findfault挑剔，找茬儿publicrelations公共关系headoff阻止，拦截；防止。。。的发生一abletoprovideeverythingyouneed,esp.Food,foryourselfwithoutthehelpofotherpeople---self-sufficient自给自足Toaccept,admitorrecognize(something,orthetruthorexistenceofsomething)----acknowledge承认二Thankstoouraggressivemarketingtactics,oursaleshaverisensharplythisyear.We'vemadeacomplainttothepoliceaboutthenoise.Unit7四Ourgymisfamousforbothfacilitiesandservice.我们的健身房以设施齐全，服务周到而闻名。五Trendsinfitnesscenterstendtofluctuatebasedonsocialandhealthtrendsinthecommunitiestheyserve.Therefore,itbecomesnecessarytopinpointwhatthesetrendsmightbebeforeplanninganewfacilityorrenovatinganexistingone.健身中心的发展趋势往往会随着它们所服务的那些社区里的社交和保健趋势而变化波动。因此，在计划购买新的或修复现在的设施之前，有必要确定这些趋势到底是什么。Lookingtothefuture,thefirstbabyboomersturn65in2010andtypicallyarereportedtofeel12yearsyoungerthantheirage,accordingtotheSoutheasternInstituteofResearch.Thisagegroupisactiveandwantsprogramsthataidtheminmaintainingyouthfulspirit,mindandbody.根据东南研究所的研究得知，展望未来，第一批生育高峰期出生的人在2010年将年届65，但是他们一般来说要比同龄人感觉年轻12岁。这个年龄组的人生活积极，并期望通过锻炼运动来帮助他们保持年轻的心态和身体。Ourhealthyandsocialimpactswillcontinuetodrivefitnesscentergrowthasatrendforyearstocome.Keepingthesefindingsinmindwhenplanningyournextfitnesscenterimprovementwillensureyou'reonyourwaytosuccess.我们的健康和社会因素将继续推动健身中心向前发展，并成为今后数年的趋势。当你在策划下一个健身中心的改进方案的时候，记住这些调查结果将确保你通向成功之路。三fitnesscenter健身中心physicalattribute物质条件keepinmind记住；铭记在心一moreimportantornoticeablethananythingelseinasetofpeopleorthings-----predominant优越，卓越Difficulttofightagainst;verygreatorverylarge---overwhelming势不可挡Toputyourselforsomeoneelseontotheofficiallistofmembersofacourse,collegeorgroup----enrollment登记，注册二Childrenseemtolearnmoreinterestingthingsnowcomparedtowhenwewereatschool.TherewasacinemaadjacenttowhereIlived.Unit8四1、Wouldyouliketocheckandseeiftheamountiscorrect？您要不要核对一下账单的数目？2、Excuseme,butIamafraidyouhavemiscalculatedmybill.对不起，恐怕您们把账单算错了。五Cashierswhoworkforhotelsgenerallykeeptrackofchargerstoguestsforroomservice,telephonecalls,andvaletservice.Somesophisticatedcashregistersarelinkedtocomputersystemsthatcandoallthesethingsautomatically.在饭店工作的收银员通常记录客人在享受客房服务、电话服务以及洗熨衣服过程中所发生的各项花费。一些先进的出纳机是连接在能够自动地处理一切事务的电脑系统上的。Cashierscomeintocontactwithmanycustomersthroughouttheworkingday.Someestablishments,includingrestaurantsandhotels,doagooddealoftheirbusinessatnight;therefore,hospitalitycashiersoftenworkevenings.整个工作日中，收银员要和很多顾客接触。一些商家，包括餐厅和饭店在内，在晚间有大量业务。因此，收银员经常晚上工作。三entertainmentarena娱乐竞技场keeptrackof记录,留意safe-depositbox保险箱assistantmanager经理助理peakperiods高峰期paidvacation带工资的假期sickleave病假一Awritingacknowledgingthereceivingofgoodsormoney----receiptAnassuranceforthefulfillmentofacondition-----guaranteeAnexchangeortransferofgoods,servicesorfunds-----transaction二childrenshouldlearnaboveallhowtoobservegoodmannersattableTheaccidentpromptedhertorenewherinsuranceUnit9四I'dliketomakeareservationfortonight.我想预定个今晚的座位。Allliquorsbroughtinwillbesubjectto30％servicechargebasedonthemarketpriceoftheliquor.自带酒水会按酒市价的30％座位服务费。Isthereaminimumchargeformytable?请问我们订的桌子有没有设最低消费？Wouldyouliketomakeareservationforaprivateroomorforatableinthehall?请问您要订大厅还是房间？五1、Besidescoordinatingactivitiesamongvariousdepartments,suchaskitchen,diningroom,andbanquetoperations,foodservicemanagersensurethatcustomersaresatisfiedwiththeirdiningexperience.Inaddition,theyoverseetheinventoryandorderingoffood,equipment,andsuppliesandarrangefortheroutinemaintenanceandupkeepoftherestaurant,itsequipment,andfacilities.除了协调各部门的事务以外（如厨房，就餐室，宴会活动等），食品服务部经理还要确保顾客满意这次就餐经历。此外，他们还监控库存、采购食品、设备和供给、并安排餐厅及其设备上设施的日常维护和保养工作。Managersorexecutivechefsselectmenuitems,takingintoaccountthelikelynumberofcustomersandthepastpopularityofdishes.Otherissuesconsideredwhenplanningamenuincludewhethertherewasanyunservedfoodleft,overfrompriormealsthatshouldnotbewasted,theneedforvariety,andtheseasonalavailabilityoffoods.经理或厨师长挑选菜品，同时考虑顾客的可能数量和该菜肴过去受欢迎的程度。在挑选菜品时需要考虑的其他问题还包括先前的饭菜中是否有未被吃过的、是否有不应该浪费的食物、是否有必要变化菜肴及食物是否有季节性供应问题。3、Theymustmotivateemployeestoworkasateamtoensurethatfoodandservicemeetappropriatestandards.Managersalsomustensurethatwrittensupplyordersareclearandunambiguous.他们还必须激励员工有团队精神，以确保食物及其服务达到适当标准。他们也必须确保书面的供给订单清楚明晰。Inadditiontotheirregularduties,foodservicemanagersperformavarietyofadministrativeassignments,suchaskeepingemployeeworkrecords,preparingthepayroll,andcompletingpaperworktocomplywithlicensinglawsandreportingrequirementsoftax,wageandhour,unemploymentcompensation,andSocialSecuritylaws.除了常规的职责外，食品服务部经理还履行各种各样的行政管理职责，如保存员工的工作记录、准备工资单并完成一些文档工作，使餐馆的营业活动遵守经营许可法、服从国家有关税收、工资工时以及失业补偿金等方面的规定。并遵守社会安全保障法。三humanresource人力资源executivechef厨师长sanitationstandards环境卫生一Alistofthedishesthatmaybeordered(asinarestaurant)orthataretobeserved(asatabanquet)———menuAdrinkableliquid———beverageToinspect,examineorsupervise———oversee二Youcancontractouttheproject,ifyouwish.Weshouldtakeintoaccounttheproposalsofourparentsandviceversa.Unit10四ButIreallylikehotfood.Couldyourecommendsomething?而我确实喜欢吃辣食，能推荐几个菜吗？Wouldyouliketoorderafullmealcourseoralacarte?您想叫一份全餐还是按菜单点菜？Theregulardinnersincludeappetizer,soup,salad,dessert,teaorcoffee.一般正餐包括开胃菜、汤、色拉、甜点还有茶或咖啡。五Showrespectforthecustomersandtrytoprojectyourwishtohelpthemenjoytheirmeal.Thismaymeanastrictlyuprightpostureand“Thankyou,ma'am.”Itmaymeanbeingjovialandchatty,orquietandrespectful.尊敬顾客，并努力表示你的愿望，即你乐意帮助他们用餐愉快。这就意味着要保持笔直的站姿，并说：“谢谢您，夫人！”这可能意味着要有愉快亲切的，或安静且充满敬意的服务态度。Bepat