章節試閱
CHAPTER 2 Taking Room Reservations
Section 1: Reservation by Telephone / Fax
Conversation A Regular Reservation
Reservation : Thank you for calling Sunny Hotel. This is Jenny at Reservations. How may I help you?
Guest : I'd like to reserve a double room for two persons.
Reservation : For what dates, sir?
Guest : May 12th and 13th.
Reservation : Let me check availability for you. Just a moment, please. (...) I'm sorry, sir. The double rooms are all sold out on those dates. Would you like to try our deluxe room with two queen-sized beds? The daily rate is $5,500.
Guest : O.K. I'll take that. And please make that a non-smoking room.
Reservation : Certainly. May I have your name and contact number, please?
Guest : Chou, Stephen Chou. My cell phone number is 0982-999-520.
Reservation : And how do you spell your last name, please?
Guest : C-H-O-U.
Reservation : Thank you, Mr. Chou. Let me repeat your reservation. That's a deluxe room for May 12th and 13th for two nights. We'll be expecting your arrival.
訂房人員:感謝您致電Sunny Hotel。我是訂房組人員Jenny。可以為您效勞嗎?
顧 客:我想要訂兩人住的雙人房一間。
訂房人員:請問要訂哪幾天呢,先生?
顧 客:五月十二和十三號。
訂房人員:我將為您確認是否還有空房。請稍候,謝謝。(……)先生,很抱歉。雙人房在那兩天已經銷售一空了。請問您想要換成兩張大床的豪華房嗎?每天的房價是5,500元。
顧 客:好,我就訂這間。並請給我一間非吸菸房。
訂房人員:好的。請問您的大名及連絡電話?
顧 客:Chou, Stephen Chou。我的聯絡電話是0982-999-520.。
訂房人員:您的姓怎麼拼呢?
顧 客:C-H-O-U。
訂房人員:謝謝您,Chou先生。我再重複一次您的訂房。您訂的是一間豪華房,入住日為五月十二日及十三日共兩晚。我們期待您的到來。
CHAPTER 2 Taking Room Reservations
Section 1: Reservation by Telephone / Fax
Conversation A Regular Reservation
Reservation : Thank you for calling Sunny Hotel. This is Jenny at Reservations. How may I help you?
Guest : I'd like to reserve a double room for two persons.
Reservation : For what dates, sir?
Guest : May 12th and 13th.
Reservation : Let me check availability for you. Just a moment, please. (...) I'm sorry, sir. The double rooms are all sold out on those dates....
作者序
作者序(一)
從事餐旅領域教學已超過一旬,然接受專業英語之教學任務僅約七年光景,課堂授課之惶恐心情可想而知。隨著大專餐旅觀光相關科系之成長及觀光市場之發展,坊間餐旅領域之專業英語書籍雖有如雨後春筍般大量上市,但鮮少由旅館從業人員接待的角度出發、符合本地國情及修課學生需求、且由本國籍人士來主導撰寫,每次開課前都為尋找適合的教科書而傷透腦筋。幸運地,當華杏出版機構主動詢問我是否加入《餐旅專業英語──旅館篇》的寫作行列,除解決尋找教科書之煩惱外,欣喜此舉亦可以將近年的教學心得與早年的工作經驗歸納整理,於是便一口答應,並邀請同在美國與台灣均有豐富旅館客務工作經驗的王康柏老師一同撰寫。再加上有豐富英語教學經驗的李恆恬老師,共同為本書催生,以撰寫出適合一般大學及技專校院餐旅系或觀光系學生的教材。
本書共分十三章,內容分別為緒論、住客訂房、住客接待、公共設施、健身中心、餐飲服務、房務、諮詢提供(I)、諮詢提供(II)、商務中心、處理抱怨、安全議題、住客退房等,主要根據旅館從業人員在實際工作場合可能發生的情境,編寫情境式的對話,並強調主動服務的重要。每章節的呈現首先為字彙與片語,課文主體則以情境式對話為主,並在對話末增加文法解析及常用口語表達,再輔以專欄說明旅館從業相關的狀況或慣例,以及實用的課後練習。此外,每章節末提供文化小語,讓讀者有跨文化知識的比較及涉獵。本書並附上MP3朗讀CD,幫助讀者增進聽力與發音的正確性。附錄部分同時收集了常用旅遊字彙,以及台灣主要景點與旅館的名稱,使讀者對旅館業有更進一步的認識。
本書前後歷經約兩年完成,由衷感謝明新科大旅館系的優秀系友陳佩蓉及鄭雅文,於中文翻譯及練習題部分的幫忙;也要感謝華杏的宇珍辛苦的校對與寶貴的建議,以及排版芊爵、美編博仁與繪圖的玫珍,才能讓本書順利出版。最後,我要感謝媽媽、以及王老師要感謝爸爸,是兩位在我們幼時的英語啟蒙,才讓我們有今日小小的成果,謹以此書獻給兩位長輩!
拙作膚淺謬誤在所難免,期望各界先進不吝指正。
鄒靜珊、王康柏 謹誌
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作者序(二)
台灣自從加入世界經貿組織,正式成為地球村的一員後,與世界各國間觀光商貿的往來更加頻繁,因此旅館業界的應用英語,不論對旅館業者、商旅遊客,甚至導遊來說,都變得極為重要。
個人留美多年,並多次旅遊美加墨、東南亞、非洲及中東等地。就居住旅館的經驗,以及收集的資料完成本書。
本書提供讀者全方位住旅館必須用到的英語會話,以模擬的問話和回答來說明,並加註生字片語和簡易文法,以加深印象,最後還有精要的國內外觀光資訊、文化重點,以增廣讀者見識,增加本書的實用性和趣味性。
個人經歷數年收集本書中的資料,資料的來源是旅遊商用專書,旅館的住客須知、旅行社及航空公司的旅遊資訊,因此,大部分無任何來源出處或版權,但我還是衷心感謝這些資料的原創者。個人才疏學淺,為應社會需求,倉促出書,錯謬之處難免,還望各界賢達不吝指正。
李恆恬 謹誌
作者序(一)
從事餐旅領域教學已超過一旬,然接受專業英語之教學任務僅約七年光景,課堂授課之惶恐心情可想而知。隨著大專餐旅觀光相關科系之成長及觀光市場之發展,坊間餐旅領域之專業英語書籍雖有如雨後春筍般大量上市,但鮮少由旅館從業人員接待的角度出發、符合本地國情及修課學生需求、且由本國籍人士來主導撰寫,每次開課前都為尋找適合的教科書而傷透腦筋。幸運地,當華杏出版機構主動詢問我是否加入《餐旅專業英語──旅館篇》的寫作行列,除解決尋找教科書之煩惱外,欣喜此舉亦可以將近年的教學心得與早年的工作經驗歸...
目錄
Chapter 1 Introduction
Section 1: Hotel Classifications
Section 2: Career in a Hotel
Chapter 2 Taking Room Reservations
Section 1: Reservation by Telephone/Fax
Section 2: Up-Selling
Section 3: Confirmation/Cancellation
Chapter 3 Guest Arrivals
Section 1: Reception
Section 2: Bell Service
Section 3: PBX (Public Broadcast Exchange)
Chapter 4 Hotel Facilities
Section 1: The Gift Shop
Section 2: The Beauty Salon
Section 3: The Boutique
Chapter 5 Fitness Center
Section 1: Gym and Recreation Facilities
Section 2: Swimming Pool
Section 3: Sauna/Spa
Chapter 6 Food & Beverage Services
Section 1: At the Restaurant
Section 2: At the Buffet
Section 3: At the Lounge Bar
Section 4: Room Service
Chapter 7 Housekeeping
Section 1: Room Fixtures, Supplies, and Amenities
Section 2: Cleaning Rooms
Section 3: Checking Out Items
Section 4: The Laundry Services
Chapter 8 Providing Information (I)
Section 1: City Tour and Information
Section 2: Shopping
Chapter 9 Providing Information (II)
Section 1: Giving Directions
Section 2: Promoting Points of Interests
Section 3: Arranging Rides
Chapter 10 Business Center
Section 1: Conference Room
Section 2: Business Service
Section 3: Internet and Conference Call
Section 4: Showroom
Chapter 11 Complaints
Section 1: Out of Order
Section 2: Laundry and Cleaning
Section 3: Room Changes
Chapter 12 Dealing with Security Issues
Section 1: Trespass
Section 2: Emergencies
Chapter 13 Guest Departures
Section 1: Settling Guest Accounts
Section 2: Arranging Payments
Section 3: Follow-Up Services
Appendices
Appendix Ⅰ:觀光旅遊字彙
Appendix Ⅱ:台灣旅遊景點
Appendix Ⅲ:台灣各地旅館簡介
Answer Key
Chapter 1 Introduction
Section 1: Hotel Classifications
Section 2: Career in a Hotel
Chapter 2 Taking Room Reservations
Section 1: Reservation by Telephone/Fax
Section 2: Up-Selling
Section 3: Confirmation/Cancellation
Chapter 3 Guest Arrivals
Section 1: Reception
Section 2: Bell Service
Section 3: PBX (Public Broadcast Exchange)
Chapter 4 Hotel Facilities
Section 1: The Gift Shop
Section 2: The Beauty Salon
Section 3: The Boutique
Chapter 5 Fitn...