Workshop One English for Front Office
Unit 1 Room Reservation
Part One Key Points for Teaching, Learning Assessment in
the Unit
Learning Objectives
Key Points in the Unit
Part Two Simulation Training
Technical Terms
Sentence Patter
Sample Dialogues
Dialogue 1 Receiving a Reservation （Basic Procedures）
Dialogue 2 A Group Reservation
Dialogue 3 We Are Fully Booked
Classroom Activities
Part Three Extended Reading
Advance Reservatio
Part Four Exercises
Unit 2 Reception
Part One Key Points for Teaehing, Learning Assessment in
the Unit
Learning Objectives
Key Points in the Unit
Part Two Simulation Training
Technical Terms
Sentence Pattems
Sample Dialogues
Dialogue 1 A Guest with Advance Reservation Checks in
Dialogue 2 Registering a Tour Group
Dialogue 3 Receiving a Walk-in Guest
Classroom Activities
Part Three Extended Reading
What Should Hotel Receptionist Do？
Part Four Exercises
Unit 3 Bell Service
Part One Key Points for Teaching, Learning Assessment in
the Unit
Learning Objectives
Key Points in the Unit
Part Two Simulation Training
Technical Terms
Sentence Patter
Sample Dialogues
Dialogue 1 Receiving a Guest Bringing Him to His Room
Dialogue 2 Running Errands for Guests
Dialogue 3 Getting down the Luggage before the Guests Check
out
Dialogue 4 Hiring a Taxi
Classroom Activities
Part Three Extended Reading
The Front Desk Employees
Part Four Exercises
Unit 4 Money Exchange
Unit 5 Telephone Operator
Unit 6 Information
Unit 7 Complaints
Unit 8 Paying the Bill and Checking out
Workshop Two English for Housekeeping Department
Unit 9 Room Cleaning
Unit 10 Guests'' Requests
Unit 11 Laundry and Valet Service
Unit 12 Room Service
Unit 13 Lost and Found
Unit 14 Damage and Compeation
Unit 15 Problems and Maintenance
Workshop Three English for Food and Beverage Department
Unit 16 Table Reservation
Unit 17 Receiving Dine
Unit 18 Taking Orde and Recommendatio
Unit 19 Chinese Food Restaurant
Unit 20 Western Food Restaurant
Unit 21 Buffet and Coffee Shop
Unit 22 Complaints
Unit 23 Payment
Unit 24 Beverage Service
Workshop Four English for Other Departments
Unit 25 Sample Dialogues for Other Departments
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