1、Unit OneWords & Phrasespremise n.經營場址accommodate v.供應，供給lodging n.住處，寄宿inn n.客棧dwelling n.住處inn keeping n.客棧經營cater to供應，迎合concede v.承認，退讓tavern n.酒館shelter n.住處，庇護所plumbing n.管道配置motel n.汽車旅館Words & Phrasesoutgrowth n.副產品，派生物attributable adj.可歸咎于，可歸功于boom n.興盛，繁榮resort n.度假地，度假旅館resort to求助于，采取conv

2、ention n.會議function n.功能，禮儀活動capacity n.容量，接受能力remainder n.剩余物innovation n.創新necessitate v.需要clientele n.客戶Words & Phrasestransient n.暫時、臨時、短期住客resident adj.常住的spa n.溫泉，礦泉療養budget adj.資金少的，預算少的backpacker n.背包旅游者rating n.等級制度internship n.實習operational adj.經營的，運作的managerial adj.管理的laundry n.洗衣店epicure

3、an adj.享樂主義的cuisine n.飲食，菜系Words & Phrasesarcade n.拱廊，拱廊式建筑shopping arcade商場niche n.合適的位置orientation n.工作環境介紹，熟悉環境ethics n.道德規范integrity n.誠實，完整grass roots adj.基層的courtesy n.politeness,graciousness禮貌，禮節efficiency n.效率motto n.座右銘，格言slang n.俚語，行話coarse adj.粗俗的Words & Phrasesposture n.姿勢，狀態hygiene n.衛生

4、grooming n.外表修飾alert adj.機警的well trimmed adj.整潔的well pressed adj.熨燙的，筆挺的in good repair狀況良好的put off 推遲have access to可以得到，可以接觸be related to 與有關on the premises在飯店off the premises在飯店以外的地方Words & Phrasesappeal to 對有吸引力convert to 轉變為on.basis根據fall into.group屬于一類classify into分成room capacities客房接待能力swear wo

5、rds粗話refer to as稱為medium of exchange交換媒介controlling department財務部Notes1.tavern:in modern usage,a place that serves alcoholic drinks.Formerly,it was an alternate term for an inn.2.caravansary:a place where caravans could stop for the night and obtain food and shelter for people and animals.They were

6、located along the trade routes of the Orient.3.motel:a shortened form for motor hotel.A motel provides accommodations for the traveler and a parking space for his or her automobile.4.convention:a meeting of a business or professional group for the purpose of exchanging information,electing officers,

7、and discussing and frequently voting on proposals for rule changes in the organization.Notes5.resort:a place or area to which people travel for recreational purposes;a type of hotel that has a variety of outdoor activities for the guests.6.bellman:bellboy,bellhop,a hotel employee who takes guests to

8、 their rooms,carries luggage,etc.7.PA cleaner:public area cleaner.8.orientation:此處指人力資源部對新進員工或實習生進行的入店指導。9.front of the house:services and functions of a hotel that involve management,the front desk,accounting,baggage handling,and so on.10.back of the house:services and functions of a hotel that inv

9、olve housekeeping,engineering,maintenance,food and beverage service,and so on.Notes11.MICE:a shortened from for meeting,incentive,conference,and exhibition.12.YMCA:Young Mens Christian Association.13.VIP:very important person.14.PR:public relations,activities to gain and hold the good will of people

10、 in the local community or of others who may help to bring convention business to the hotel.15.the Industrial Revolution:the development of machines and industry that took place in Europe in the late 18th and early 19th centuries,and brought great social changes. 工業革命。16.Elsworth M.Statler (18631928

11、):the father of the modern hotel industry,whose famous creed is “guests are always right.”Notes17.the Grand View Hotel:大觀飯店。18.Kang Hong:康宏，某高等專科學校飯店管理專業三年級學生，本書各課對話皆圍繞他在大觀飯店各部門的實習活動展開。19.Rome was not built in a day.羅馬非一日建成。20.reputation first,customer foremost:信譽第一，顧客至上。Unit TwoWords & Phrasesliais

12、on n. 聯絡completion n. 完成，結束crucial adj. 決定性的accountable adj. 負有責任的，有說明義務的furnish v. 供應，提供chart v. 圖示，開列reconciliation n. 和諧，一致folio n. （賬簿中的）頁reconciliation folio 對賬單statement n. 明細賬concierge n. (法)禮賓員objective n. 目的Words & Phrasesprocess v. 處理，辦理n. 過程inventory n. 財產目錄，存貨清單retrieval n. （可）重新得到，（可）收回

13、verify v. 檢驗，核實payroll n. 發放的工資額Notes1.room status: refering to occupied status, on change status, out of order status.2.The Front Office provides guest information, charts room status, coordinates guest services, and monitors guest accounts. Many hotels have added the responsibility of creating and

14、 maintaining a reliable guest history file to the functions assigned to the Front Office.3.The importance of the Front Office cant be over emphasized. 前廳部的重要性無論如何強調都不為過。.cant over.或 cant.too much.均強調“無論都不為過”。Notes4.Please read the following passage to further your understanding of the importance of

15、the Front Office.First impressions are very important. If a guest begins a visit in a pleasant frame of mind because of the Front Office courtesy and service, the chances are excellent that he or she will favorably view the other hotel service. However, if the Front Office err, delay, or be indiffer

16、ent, and the guests dissatisfaction may spread to all aspects of his or her stay.5.no overbooking occurs. Overbooking occurs when the Reservations Department has accepted more reservations than there are rooms available.Notes6.a walk in guest: refers to a guest who has no advanced reservation before

17、 arriving at a hotel.7.advanced deposit: a sum of money paid in advance by a guest to ensure that the accommodation booked is held.8.no show: indicates the non arrival of a person who has booked a room and not cancelled.Notes9.Good morning. Shanghai Grand View Hotel. Reservations. May I help you? Ne

18、cessity, as much as courtesy, demands that the person answering the telephone should identify himself or herself. It is meaningless to say “Hello” or “Are you there?” The receptionist should always announce the name of his/her office, and an additional “Good morning”, “Good afternoon” or “Good eveni

19、ng” never comes amiss. The adding of the words “May I help you?” will give the impression of willingness to serve, which is all important in a hotel.Notes10.the States: 即“the United States”, 僅用于口語。11.single room: a room for one person. double room: a room for two people. suite: several rooms that ar

20、e occupied as a unit.12. TWB: 全稱為 twin bed room with bath （帶浴室的成對單人床房間），世界飯店業皆以之為標準客房。Unit ThreeWords & Phrasesescort v.護送，陪同foyer n.休息大廳terminal n.終端設備affirmative adj.肯定的registration n.the signing of a card by a guest who will stay at the hotel that night入住登記formalities n.正式手續paperwork n.文件處理thermo

21、stat n.自動調溫裝置junior suite小套間appliances n.器具Words & Phrasesbill v.to send a written statement for the cost of products or services開賬單folio n.a statement of all charges on a guests account賬戶coordinate v.to work closely with協調instructional adj.指導性的promotional adj.獎勵性的，促銷的external adj.外部的，外觀的furbish v.恢

22、復，磨光eatery n.餐館roll away bed可移動床鋪crib n.嬰兒床impaired adj.殘疾的，有障礙的Words & Phrasesinaccessible adj.無法獲得的，不能接觸的interface v.介入，接觸initiate v.啟動，開始discomfort n.不便，不適concierge n.禮賓員referral n.推薦，介紹，轉店客人procedural adj.程序的break the ice打破僵局put.at ease使安心，放松in advance提前arrival list入住客人名單room card房卡Words & Phras

23、escocktail lounge大堂酒吧make request提出要求in charge of 負責in turn輪流follow through跟蹤了解meet guest request滿足客人的要求corrective action補救措施serve as充當split account folio分類賬master account folio總賬arrange for 安排act upon采取行動Notes1.credit limit:the maximum amount that a person can charge on a credit card.信用額度。2.folio:a

24、 statement of all transactions affecting the balance of a single account.3.split folio:a folio in which a guests charges are separated into two or more folios.4.master folio:a folio used to chart transactions on an account assigned to more than one person or guestroom,usually reserved for group acco

25、unts.A master folio collects charges not appropriately posted elsewhere.5.billing/posting:the process of recording transactions on a guest folio.入賬。Notes6.authorization:a verification process,indicating that the requested transaction has been approved.認證。7.information directory:a book kept at the Fr

26、ont Desk which includes information about stores telephone numbers,and special events.8.secretarial service:a service that provides special business skills such as typing and record keeping.文秘服務。9.no show:a guest who made a room reservation but did not register or cancel.空訂房。Notes10.registration for

27、m:a printed form for a collection of important guest information created by the Front Desk agent following the guests arrival.The information includes the guests name,address,telephone number,and company affiliation,method of payment and date of departure.入住登記表。Unit FourWords & PhrasesResolve v.to f

28、ind an answer for,to settle解決Update v.to make information current,to bring up to date更新Verify v.to make sure about檢驗，查證Authorize v.to approve核準，授權Discrepancy n.disagreement,difference差異Outstanding adj.欠付的Balance n.余額，結存Complimentary adj.免費的Transaction n.the exchange of merchandise property,or servic

29、es for cash or a promise to pay 交易，事務Expire v.not to be current,to be invalid期滿Words & PhrasesAssemble v.收集Promptly adv.quickly,without delay迅速地Courteously adv.politely,graciously禮貌地Pickup n.領取Incur v.引起，招致Posting n.entering charges on the appropriate financial record記賬Settle v.to pay by arrangement

30、s made before or at the time of check out支付，結賬Billing n.the sending of a written statement for the cost of products or services入賬Exercise v.行使Words & PhrasesShift n.班次Crucial adj.重要的Associates n.同事Cordial adj.誠懇的Substantial adj.相當多的Audit v.to examine hotel records to check for accuracy審計Voucher n.a

31、record of a charged transaction in the hotel證據，票據Coupon n.a certificate for certain product or service憑證，代用券Memo n.內部通知Words & Phrasesmini bar n.客房內小冰柜refund v.退款invoice n.發票guest folios客人賬戶charge.to 記賬defer.to延遲settle the account結賬corporate account公司賬戶revenue center創收部門the means of settlement結算方式ze

32、ro out結清payment in full 全額付款Notes1.authorization code:a code from a credit card service indicating that the requested transaction has been approved.認證號碼。2.personal check:a form of payment made by a person against a bank checking ers check:a check issued by a bank,payable internationa

33、lly with proper signature.4.status:the state or condition of a guest room as vacant or occupied.5.occupied:a room status term indicating that a guest is currently registered to the room.已入住房。6.on change:a room status term indicating that a room is in need of housekeeping services before it can be oc

34、cupied.待清掃客房。Notes7.out of order:indicating that a room is not available for guest assignment.壞房。8.vacant and ready:indicating that a room has been cleaned and is ready for the next guest.待售房。9.room status report:a report that indicates the current status of rooms according to housekeeping designati

35、ons,such as on change,out of order,and clean and ready for inspection.10.guest cycle:a term used to describe Front Office operations from the moment of first contact with guests to the moment of departure.The guest cycle consists of four stages:pre arrival,arrival,occupancy,and departure.11.zero out

36、:to settle in full the balance of a folio account as the guest checks out.Notes12.guest history records:a record of personal and financial information about hotel guests relevant to marketing and sales that can help the hotel serve the guest on return visits.客人檔案。13.direct billing:a credit arrangeme

37、nt,normally established through correspondence between a guest or a company and the hotel,in which the hotel agrees to bill the guest or the company for charges incurred.14.revenue center:an operating division or department which sells goods or services to guests and thereby generates revenue for th

38、e hotel.The Front Office,food and beverage outlets,room service,and retail stores are typical revenue centers.Notes15.night auditor:an employee in the Accounting Office of a hotel who checks the accuracy of postings on the guest accounts at night.夜審。16.non guest accountfolio:a folio used to chart tr

39、ansactions on an account assigned to a local business or agency with charge privileges at the hotel,or to a group sponsoring a meeting at the hotel,or to a former guest with an outstanding account balance.17.room service:a service that provides food and beverages to guests in their rooms.送餐服務。Unit F

40、iveWords & Phrasesmemorandum n.備忘錄log v.工作記錄chronicle v.按時間順序記錄follow up n.跟蹤了解，服務collate v.比較remark n.備注，說明accumulate v.聚集install v.安裝clerical adj.secretarial記錄的，文秘的paramount adj.極為重要的commence v.開始engaged adj.使用中的，占線的Words & Phrasesmeter v.儀表記錄surcharge n.附加費floppy disc電腦軟盤legible adj.清晰易讀的xerox v.

41、靜電復印switchboard n.電話總機in the form of以形式closed circuit television system閉路電視meter panel儀表盤for the benefit of為了simplified maps簡圖free.from免于Words & Phraseskeep up to date of信息更新outgoing lines外線internal extension內部分機guest message light信息提醒指示燈departure list當日離店客人名單Notes1.morning call：wake up call,a call

42、placed for the purpose of awakening a guest.2.IDD：international direct dial.3.guest message light:an in room light on the guestroom telephone,which the Front Desk agent switches on to notify the guest that his mail or packages arrive.4.switchboard:a piece of equipment for connecting and disconnectin

43、g telephone calls.5.log book:a journal in which important Front Office events and decisions are recorded for reference during subsequent shifts.6.daily event board:also called reader board,a posting or closed circuit broadcast of daily events at a hotel.Notes7.meter panel:a call accounting system(CA

44、S)is a set of software programs that initiate the placement,pricing,and posting of calls.The CAS usually interfaces with a hotels computer system and electronically posts charges to guest folios.Unit SixWords & Phrasesallocate v.分派，分配sequence n.序列，順序privacy n.隱私，秘密position v.安置mitering n.折角法fixture

45、n.固定設備，裝置spot v.玷污，弄臟replenish v.補充，添加on a par with與平等maintain the standards保持標準take a.approach at對采取方法Words & Phrasesconsist of由組成air out通風in good working condition 狀況良好vanity and sink 梳妝臺facial tissue化妝紙，面巾紙from.perspective以的觀點housekeeping cart客房清潔服務車assignment sheet任務單guest amenities客房用品linen roo

46、m布草間linen keeper布草服務員room status房態Notes1.Guest amenities:special services or items provided to guests,such as free newspapers and in room coffee.2.housekeeping status report:a report the Housekeeping Department prepares that indicates the current housekeeping status of each room,based on a physical

47、check.3.room status report:a report that allows hotel employees to identify the occupancy,status,and condition of the propertys rooms,typically prepared as part of the night auditor.Generated daily through a two way communication between the Housekeeping and the Front Desk,the report indicates the c

48、urrent status of rooms according to housekeeping designations,such as on change,out of order,and clean and ready for inspection.Notes4.housekeeping cart:most carts have three shelves:the lower two for linen and the top for supplies.Items typically found on a room attendants cart include sheets,pillo

49、wcases,and mattress pads;towels and washcloths;bath mats;toilet and facial tissue;drinking glasses;soap bars;ashtrays and matches as well as cleaning supplies.5.mitering:a method for contouring a sheet or blanket to fit the corner of a mattress in a smooth and neat manner.The results are sometimes r

50、eferred to as “square corners”or “hospital corners”.Notes6.announcing housekeeping:This is the procedures when entering a guestroom:knocking on the door and announcing“Housekeeping”.If the guest answers,introduce yourself and ask what time would be convenient to clean the room.If no answer is heard,

51、wait a moment,knock again,and repeat,“Housekeeping.”If there is still no answer,open the door slightly and repeat,“Housekeeping.”7.Housekeeping report:information on the occupancy or condition of the hotels rooms.8.early makeup:a room for which a guest has reserved an early check in time or requeste

52、d a cleaning as soon as possible.Notes9.check out:a room from which the guest has already checked out.10.late check out：a room in which a guest is being allowed to check out later than the hotels standard check out time.11.stayovers:a room in which the guest is scheduled to stay again.12.due outs:a

53、room from which a guest is expected to check out on a given day who has not yet done so.13.Do Not Disturb:請勿打擾。14.bed occupancy list:床位出租情況表。15.linens:articles traditionally made of linen,but today more often made of cottonsheets,pillowcases,towels,and so forth.Notes16.laundry and valet service:laun

54、dry service includes washing and valet service includes dry cleaning and pressing.17.houseman:a hotel employee who does heavy housekeeping chores especially in the public areas of the hotel.18.PA:public areas,including the lobby,sidewalks,restaurants，elevators,and public restrooms.Unit SevenWords &

55、Phrasespatronage n. 光顧，顧客的惠顧purchase v. 購買sanitation n. 公共衛生chef n. 主廚outlet n. 出口，經營場所jurisdiction n. 管轄權，權限sponsor v. 主辦revenue n. 收入hallmark n. 品質證明Rose n.玫瑰紅葡萄酒Gateau n.蛋糕Busser n.服務員助手Words & Phrasessous chef n.助理廚師hors doeures n.(法語)開胃菜，開胃食品aperitif n. 飯前酒，開胃酒sirloin n. 牛腰上部之肉table dhote n. 公司

56、菜a la carte n. 點菜portion v. 將分成數份slice v. 切成薄片payroll n. 薪水冊Nfit center:In some cases,the income derived from this source accounts for 2 to half of the total revenue of the hotel.2.specialty chefs:chefs performing specialized tasks,like salad chef,vegetable chef,etc.3.station:a group of tab

57、les in a restaurant for which a particular server is responsible.4.side work:duties that are performed before the restaurant is open.5.break down:to put the service area in order after the customers have left.6.turnover:the use of a table more than once during a meal service.Notes7.service types:may

58、 also refered to as French service,American service,English service,Russian service,etc.8.clamp:a pair of large spoon and fork,used for serving dishes.9.American breakfast:popular in English speaking countries,which consists often of five parts:juices,cereals,eggs,toast or bread,beverages.Another ty

59、pe of breakfast is called Continental breakfast which is similar but serves no eggs.10.Desserts may also be ordered after the guest finishes his/her main course.11.short order cook:a cook who specializes in fast food cooking.Unit EightWords & Phrasesgarnish n. 為色香味而添制的配菜stimulate v. 刺激dry adj. (指酒)不

60、甜的lager n. 一種淡啤酒liqueur n. 力嬌酒（一種味濃性烈的甜酒）digestive adj. 助消化的facilitate v. 使便利dispense v. 分配merchandise v. 推銷fermentation n. 發酵detrimental adj. 有害的，損害的cellar n. 酒窖，藏酒Words & PhrasesJohannisberg n. 一種瑞士產的無甜味的葡萄酒Epesses n. 一種瑞士產的無甜味的葡萄酒tonic n. 補酒，滋補品measure n. 量stillroom n. 茶點制作間age v. (酒的)陳化rack v. 把