關於作者 前言 使用說明 CHAPTER 1 Awareness of the Global Guest 1.1 Career connection 1.2 English as the global language Discussion: Thinking in English Exercise: Countries /Regious & Peoples 1.3 Cultural awareness in service Discussion: Cultural awareness 1.4 Cultural perspectives Exercise: Cultural iceberg 1.5 Word stress in English Discussion: Rubber band method Discussion: Counting syllables Exercise: Counting syllables 1.6 Common English words & phrases Exercise: Common words/phrases sentence creation 1.7 Hotels vs resorts Discussion: Favourite amenities 1.8 Careers in hospitality 1.9 The hotel room Discussion: Turn on, turn off Exercise: Hotel room vocabulary Exercise: Room items Exercise: BINGO game Key points Key terms Application-Key terms Application-Role plays CHAPTER 2 Attitudes in Service 2.1 Career connection 2.2 A service attitude Discussion: First thoughts Exercise: Generalizations 2.3 Tone of voice Exercise: Apology script creation 2.4 Sentence stress Exercise: Find the word stress 2.5 The rhythm of English Discussion: Word stress rhythm Discussion: Sing a song Exercise: Common phrases 2.6 Prepositions of time and place Exercise: Prepositions Complete the table Place and movement: check in! Exercise: Prepositions sentences 2.7 Parts of the hotel Discussion: Practice prepositions
Exercise: Prepositions floorplan Key points Key terms Application-Key terms Application-Role plays CHAPTER 3 Adapting to your Guest 3.1 Career connection Exercise: Security guard scramble 3.2 Welcoming your guest Exercise: Special department phrases 3.3 Greetings & goodbyes Discussion: Greetings Exercise: Greetings quiz Exercise: Prepositions of time 3.4 The 10 feet, 5 feet rule Exercise: 10 feet 5 feet practice 3.5 International guest expectations Discussion: Small talk in greetings Exercise: Honorific titles 3.6 Acknowledge the guest when busy Exercise: Acknowledge the guest scenarios 3.7 Basic telephone skills Discussion: Check your telephone etiquette Exercise: Body language on the phone 3.8 Emailing in English Exercise: Email creation Key points Key terms Application-Key terms Application-Role plays CHAPTER 4 Nonverbal Communication 4.1 Career connection 4.2 Body language Discussion: Customer service-nonverbal training 4.3 Personal space 4.4 Eye contact 4.5 Facial expressions Exercise: Service reactions Exercise: Charades game 4.6 The handshake Discussion: When to shake hands 4.7 Making a good first impression Discussion: Body language similarities 4.8 Kitchen jargon and terms Exercise: Kitchen words Exercise: BINGO game Exercise: Kitchen terms quiz Exercise: Identify foods Exercise: Kitchen sentences Key points
Key terms Application-Key terms Application-Role plays CHAPTER 5 Conscious Communication 5.1 Career connection Exercise: Rooms vocabulary 5.2 Becoming an active listener 5.3 Active listening Exercise: Effective communication 5.4 Increasing communication with guests Discussion: Active listening case study 5.5 Critical thinking Discussion: Critical thinking steps Exercise: Critical thinking skills challenge Exercise：Complete the dialogue 5.6 Critical thinking：Guest interactions Discussion：Housekeeping case study Exercise：Housekeeping knowledge Key points Key terms Application-Key terms Application-Role plays CHAPTER 6 Connecting with Guests 6.1 Career connection 6.2 Functions，catering，banquets and events Exercise：Banquet set up 6.3 Small talk Exercise：SmaIl talk Exercise：Opening statements Exercise：Small talk practice 6.4 Softening language Discussion：Using qualifiers Discussion：Softener practice Exercise：Qualifiers Exercise：Modifiers Exercise：The passive voice 6.5 Putting the pieces together Exercise：Personal professional attributes 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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