Learn through Photo Story Real-life situations & tasks
Welcome to the Metro Hotel. Here’s Sarah who works on reception, Simon who is head of Guest Services and David the bartender.
In the Hotel and Hospitality English you can follow the daily lives of the Metro Hotel staff. Listen to Sarah, Simon and David talking to guests and answering the phone, and learn the English you need to meet your own guests’ needs. Listen to the conversations to learn to communicate with guests Have fun with practice activities Use the key phrases in your own work life Full color book with 24 units and reference section including: keywords and phrases, pronunciation guide and model emails
Unit 1 Welcoming guests 接待顧客 Unit 2 Welcoming a guest with no reservation 接待無預約顧客 Unit 3 ‘Difficult’ guests 特別的顧客 Unit 4 Looking after guests(1) 關照顧客 Unit 5 Looking after guests(2) 關照顧客 Unit 6 Reservation inquiries 預約查詢 Unit 7 Reservation changes 預約變更 Unit 8 Phone calls to reception 電話接待 Unit 9 Communication problems 問題溝通 Unit10 Guest problems 客服解決 Unit11 At breakfast 早餐 Unit12 At the bar 酒吧 Unit13 Complaints from guests at the bar 酒吧客訴 Unit14 In the restaurant(1) 餐廳 Unit15 In the restaurant(2) 餐廳 Unit16 In the restaurant(3) 餐廳 Unit17 Housekeeping 客房清潔 Unit18 Housekeeping problems 客房清潔問題 Unit19 Room service 客房服務 Unit20 Guest services 客戶服務 Unit21 In the business 商務 Unit22 Recommendations for places to eat 用餐地點建議 Unit23 Checking out 退房 Unit24 Problems checking out 退房確認
Resource Bank 資源附錄 Key phrases page Key words page Grammar reference page Model emails page How do I say …? On the phone page