關於作者 前言 使用說明 CHAPTER 1 The Language of Hospitality 1.1 Career connection Exercise: Room amenities 1.2 The five essential phrases every guest should hear Exercise: Essential phrases 1.3 Using professional language Exercise: Polite speech 1.4 Diplomatic English Exercise: Softening language Exercise: Modals Exercise: Past continuous Exercise: Polite speech 1.5 Things you might hear Exercise: Common phrases sentence creation 1.6 Telephone action phrases Discussion Exercise: Telephone phrases Key points Key terms Application-Key terms Application-Role plays CHAPTER 2 The Guest Cycle 2.1 Career connection 2.2 The guest cycle Discussion: Front desk interactions Exercise: Guest cycle stages 2.3 Guest cycle interactions Exercise: Reservations game 2.4 Questions & answers Exercise: Questions & answers 2.5 Question types Exercise: Closed questions VS open questions Exercise: Question types Exercise: Indirect questions Exercise: Dialogue creation Key points Key terms Application-Key terms Application-Role plays CHAPTER 3 Amenities & Attractions 3.1 Career connection Exercise: Guest services job descriptions Exercise: Bell attendant dialogue 3.2 Welcome to your new job in sales 3.3 Amenities Discussion: Hotel ratings 3.4 Talking about amenities & attractions
Exercise: Amenities crossword Exercise: Amenities word stress Discussion: Attractions in your area Exercise: Hotel presentation 3.5 Locations & directions Discussion Exercise: Here and there Exercise: Directing guests in the hotel 3.6 Street directions Exercise: Giving street directions Key points Key terms Application-Key terms Application-Role plays CHAPTER 4 Complaint Management 4.1 Career connection 4.2 Complaints 4.3 Recognizing complaints Exercise: Complaint types 4.4 The language of complaints Exercise: Recognizing common complaints 4.5 Handle complaints using The LEAF system Exercise: LEAF complaint management Exercise: Responses to complaints 4.6 Make it right 4.7 Diffusing the situation Exercise: Angry customer scenarios 4.8 The meaning is the message Exercise: Word stress location Exercise: Idiom definitions Exercise: English idioms Key points Key terms Application-Key terms Application-Role plays CHAPTER 5 Requests & Recommendations 5.1 Career connection Exercise: Concierge match 5.2 Requests & offers Exercise: Can, may, and could Exercise: Common requests Exercise: Requests & offers 5.3 Saying 「no」 Exercise: Saying 「no」 dialogues Exercise: Negative responses 5.4 Turning requests into recommendations Exercise: Sentence scramble Exercise: Rephrase as a question Exercise: Recommendation game 5.5 Personalizing recommendations
Exercise: Magic in threes 5.6 Special occasions Discussion Exercise: Celebrations 5.7 Recommending local attractions Discussion: Chinese attractions Exercise: Attractions crossword Exercise: Recommendations dialogues Key points Key terms Application-Key terms Application-Role plays CHAPTER 6 Exceeding Expectations 6.1 Career connection 6.2 Antici patory service Discussion Exercise: Identify the service flag 6.3 Reading the guest Exercise: Service tips fill in the blanks Exercise: Personalized service 6.4 Up—selling，down—selling，and cross—selling Exercise: Suggestive selling 6.5 On the job: Waiter service Exercise: Restaurantjob match Exercise: Restaurant floor plan Exercise: RestaU rant Iocations 6.6 Using the menu Exercise: Restau rant role play project 6.7 Ta rgeting you r ca reer path Key points Key terms Application-——Key terms Application-——Role plays 附錄 附錄A 學習指南 附錄B 辭彙表 附錄C 3A介紹 附錄D 課堂遊戲及活動 附錄E 景點 附錄F 服務業勝任力模型
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