饭店英语电子档.doc

Unit 1四1、 With 60 co-ops in the building ,you get a very welcoming , feel-like-home kind of atmosphere .大楼里有60套组合式公寓，你会体验到一种非常热忱的、宾至如归的氛围。2、 Rome was not built in a day ?欲成大器，绝非一日之功。3、 I think hotel service is a very decent and honorable occupation .我认为酒店服务是一种非常体面和光荣的职业。4、 Never forget our hotels motto-Reputation first ,customer foremost.永远不要忘记我们酒店的座右铭：“名誉第一，顾客至上。” 五1、 Hospitality means people dealing with people.The hospitality industry is a phrase covering a variety of service industries/from receiving a customer to servicing them ,such as providing them food and beverages,or provision of a room and bed to sleep. 款待他人意味着人与人之间相互交往。饭店业这个用语涉及从接待顾客到为顾客服务等多种服务行业，如为顾客提供餐饮，或提供睡觉所需的房间和床铺。2、 There are five basic types of hotel-commercial,resort residential,extended-stay ,and casino .Most hotels and motels are commercial properties that cater mainly to business people, tourists ,and other travelers who need accommodations for a brief stay. 旅店基本上可分为五种类型，即商业饭店，度假村，做住所用的旅馆，逗留期长的旅馆及娱乐场。大多数饭店及汽车旅馆都是商业性机构，他们主要满足商人，游客及其他要暂住旅行者的需求。3、 In recent years ,due to increased competition among establishments in this industry , hotels motels ,camps ,and recreational and RV parks affiliated with national chains have grown rapidly. 近几年来由于饭店业中旅馆业竞争愈演愈烈，饭店、汽车旅馆、露营园和全国范围都有连锁店的活动房屋式游艺车泊地都迅速发展起来。三1.from a practical standpoint 从实际角度来看2.on the premise 在房屋内，在场所内一1.To give what is needed to someone or to change to suit another person or new conditions-accommodate 向.提供住处，使适应2.The place to which a person is going or to which a thing is being sent or taken-destination 目的地二 1、 The history of human beings civilization can be trace back to millions of years ago.2、 Please do the work at your own convenience.Unit 2四1、 We have single rooms,double rooms,suites and deluxe suites.我们有单人间，双人间，套间和豪华套间。2、 Id like to confirm a reservation/cancel a reservation.我想确认一项预定/取消一项预定。3、 We should be greatly obliged if you would let us have your current prices including service charges.若果您能告诉我们目前的价格，包括服务费，我们将不胜感激。4、 Is it possible for you to change your reservation date ?您可不可以改变预定日期呢 ？五1. Front officeis a term used in hotels to cover various sections which deal with reservation ,room allocations ,receptions, billing and payments. “前厅部”是用于酒店业的一个术语，指的是那些负责客房预订、客房分配、顾客接待、结账和付款等方面工作的各个部门。2、 The first contact most would-be guests have with a hotel is with the telephone switchboard ,which is a part of front office. 大多数潜在顾客和酒店首先接触的是电话总服务台，他也是前厅部的部分。3、 While hotel and resort guests love excellent service ,providing it is not always easy .Guest representatives must remain courteous,tactful,calm,and helpful ,even when hotel guests are rude and demanding . 酒店和度假村客人都希望得到优质的服务而提供的优质服务并不是件容易的事。即使是在顾客无礼的情况下，顾客代表也必须始终保持礼貌、机敏、冷静和热心。4、 A typical day might find guest service workers in hotels tracking down tickets to a hot concert in town ,making reservations at a hip new restaurant, picking up dry cleaning,carrying luggage,welcoming guests,opening doors, or booking reservations. 一天中，酒店中的顾客服务员的典型工作是为顾客购买市中心流行音乐会门票、预定豪华餐厅的餐位、领取干洗过的衣物、搬运行李、迎接客人、为客人开门或预订客房等。5、 Reservations agents keep up with hotel booking.They handle group room-contracts negotiated by the sales department and correspond with groups and travel gents to answer special requests for rooms and rates. 预定代理人负责入住酒店的预定工作。他们处理由销售部洽谈签下的团队预订合同，并与该团队及旅行代理人保持通信联系，以满足有关客房及房价方面的特殊要求。三1.front office 前台，前厅2.pick up a message 接受信息3.registration form 登记表4.a hip new restaurant 时髦漂亮的饭店5.be subdivided into 被再分成6.expected arrival 预期到达的时间 一1. The act of reserving;a keeping back or withholding-reservation 预定2.The act of making (an arrangement or meeting) certain, often by telephone or writing-confirmation 确认，证明3.To suggest that a particular action should be done-recommend 建议4.To watch over (an activity or job ) to make certain that it is done correctly -supervise 监督，管理，指导二1、 Can you put me through to the manager ?2、 The strike was caused by the managements refusal to negotiate with the unions.3、 The fire caused considerable damage to the church.Unit 3四1. Do you mind if I put your luggage by the wardrobe ?我把您的行李搁在衣柜旁边好吗？2. Could you fill out the registration card ,please ?请填写住宿登记卡好吗？3. Just a moment ,please.Ill check our reservation record.请稍后，我查一下预约记录。4. Could it be possible that you have mixed up our hotel with another one ?你是否把我们饭店与另一家饭店搞混了？五1、 Having his/her details recorded into the computer and been assumed that the information concerning the guest has been distributed to the customer will as a matter of hotel policy be asked for a deposit by the receptionist. 接待员把顾客的基本信息输入电脑，并确定顾客的相关信息已被传送到需要知道顾客来店情况的相关部门的电脑以后，他将根据饭店政策向顾客收取押金。2、 The receptionist will then complete the room card which has the effect of being identity cards for the guest during his stay and which will have to be produced in order for him to receive his room key. 然后，接待员给顾客办理房卡。房卡在顾客住店期间有识别其身份的作用，而且是为了让顾客拿到房间钥匙而专门制造的。三1.put ones mind at ease 使某人的心情舒畅2.reception desk 接待处3.in advance 提前4.not to mention 更不用说5.figure out 相出，理解，明白一1.Especially suitable or compatible-appropriate 适当2.A corridor or hall connected with a larger room or services of rooms and used as a passageway or waiting room-lobby 大堂二1、 The mechanic checked out the car battery.2、 His paintings are on display at the exhibition.3、 He deposits a sum of money in the bank each month.Unit 4四1. May I do the turn-down service for you now ?现在可以为您做晚床服务了吗？2. We always try to have rooms made up early on request.我们总是尽力按照要求早收拾房间。3. We will refund the cost of the laundry.Or you may buy a new sweater and give up the receipt.我们可以退还洗衣费。您可以买件新毛衣，把发票给我们。五1. It is responsible for the immaculate care and upkeep of all guest rooms and public spaces. To be specific, it is in charge of cleaning the guest rooms and making them look clean, tidy ,well-appointed and comfortable . 客房部负责所有客房和公共场所的环境卫生清洁工作。具体的来说该部门负责清扫客房，使客房看起来干净整洁，设施完善而且舒适。2. As one of the largest departments within the hotel ,the housekeeping department presents an interesting challenge: how do you motivate ,train and develop a diverse group of employees to produce a consistently exceptional product ? 客房部作为饭店最大的部门之一，其自身有一项有趣的挑战，即该部门如何激励、培训、培养一支多样化的职工队伍来一如既往的生产高质量的产品。3. In a competitive hotel market ,it is service and cleanliness that really make an impact on our guests and determine whether they will return.A consistent product-both in our public spaces and in our guest rooms-has always played a vital role in the incredible success of the hotel. 在充满竞争的饭店行业，真正能对顾客产生影响并决定他们是否再次光顾的因素是饭店的服务质量和环境卫生。在公共场所和客房都保持质量如一的产品，这对饭店能否取得巨大成功至关重要。三1. housekeeping department 客房部2. food and beverage department 餐饮部3. auditing department 审计部4. engineering department 工程部5. wear and tear 破损一1. a plan to show how much money a person of organization will earn and how much they will need to spend-budget 预算2. To repair and improve -renovate 修复3. To lose (something) temporarily by forgetting where you have put it-misplace 放错地方二1. The children are old enough to run errand for their parents to the shops.2. Films have long played a vital role in his life.3. He remembered the old adage Look before you leap.Unit 5四1. I wonder if your hotel has the morning call service.不知道你们饭店是否有叫早服务。2. A person-to-person or a station call,sir?先生，您打听叫人或是叫号电话？3. Im sorry the line is busy.Would you like to call back?对不起，现在占线，您一会再打过来好吗？4. There is no answer.Would you like to leave a message?无人接听。您需要留言吗？三1. rental plan 租赁套餐、2. service provider 服务运营商3. medical assistance 医疗救助一1. an unexpected and serious situation such as an accident, which must be dealt with quickly -emergency 紧急情况2. （of things, systems,of ideas）working well together of existing together successfully -compatible 兼容3. a reduction in the usual price -discount 折扣二1. How will disabled people escape in a emergency .2. A credit card is a small plastic card which can be used as a method of payment.3. If you plan to use a hotels telephone to make a long-distance call ,you had better check their telephone rates before making it.Unit 6四1. Well manage it,but we dont have any spare room today.我们会尽力办到，但是今天我们没有空余房间。2. I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.我希望明天晚上我们能待在一套安静的房间里睡个好觉。3. The light in this room is too dim.Please get me a brighter one.这房间里的灯光太暗了。请给我换个亮一点的。4. Sorry ,sir.Ill solve the problem for you as soon as possible.先生，很抱歉，我将尽快地解决这个问题。5. Excuse me ,but I should say its against our hotel regulations.很抱歉，但是这件事是违反我们宾馆的规定的。五1. Every day in hotels, restaurants, and other hospitality venues, valid customer complaints are conveyed through a variety of methods to front line employees and management only to be ignored or dismissed.Each time customers take the time to complain ,they are trying to provide that business with an opportunity to keep them as customers. 每天在饭店、餐馆，以及其他的餐饮场所，正当的顾客投诉通过各种各样的方式被转达到第一线工作人员和管理层，结果却是被忽视或拒绝考虑。每当顾客抽时间投诉时，他们都在试着为企业提供留住顾客的机会。 2. Knowing that complaints will occur, all those involved-from management to front line personnel-would serve themselves and their organizations well to put a considerable amount of time into efficiently handling complaints. 由于知道顾客投诉总是会来，所以所有的相关人员-从管理层到一线工作人员-都要为自己和他们的机构很好的服务，投入大量的时间有效的处理这些投诉。3. If complaints are welcomed as opportunities to improve business relationships with customers and the staff receiving the complaints is properly trained and confident ,positives can come from these encounters. 如果把投诉看成是改善与顾客商业性关系的机遇，如果受理顾客投诉事件的员工都经过适当的培训并有信心，那这些与顾客“邂逅”会带来好处。三1. customer complaint 顾客投诉2. find fault 挑剔，找茬儿3. public relations 公共关系4. head off 阻止，拦截；防止。的发生一1. able to provide everything you need, esp. Food ,for yourself without the help of other people-self-sufficient 自给自足2. To accept,admit or recognize(something, or the truth or existence of something)-acknowledge 承认二1. Thanks to our aggressive marketing tactics, our sales have risen sharply this year.2. Weve made a complaint to the police about the noise.Unit 7四1. Our gym is famous for both facilities and service.我们的健身房以设施齐全，服务周到而闻名。五1. Trends in fitness centers tend to fluctuate based on social and health trends in the communities they serve.Therefore,it becomes necessary to pinpoint what these trends might be before planning a new facility or renovating an existing one. 健身中心的发展趋势往往会随着它们所服务的那些社区里的社交和保健趋势而变化波动。因此，在计划购买新的或修复现在的设施之前，有必要确定这些趋势到底是什么。2. Looking to the future, the first baby boomers turn 65 in 2010 and typically are reported to feel 12 years younger than their age,according to the Southeastern Institute of Research .This age group is active and wants programs that aid them in maintaining youthful spirit,mind and body. 根据东南研究所的研究得知，展望未来，第一批生育高峰期出生的人在2010年将年届65，但是他们一般来说要比同龄人感觉年轻12岁。这个年龄组的人生活积极，并期望通过锻炼运动来帮助他们保持年轻的心态和身体。3. Our healthy and social impacts will continue to drive fitness center growth as a trend for years to come.Keeping these findings in mind when planning your next fitness center improvement will ensure youre on your way to success. 我们的健康和社会因素将继续推动健身中心向前发展，并成为今后数年的趋势。当你在策划下一个健身中心的改进方案的时候，记住这些调查结果将确保你通向成功之路。三1. fitness center 健身中心2. physical attribute 物质条件3. keep in mind 记住；铭记在心一1. more important or noticeable than anything else in a set of people or things -predominant 优越，卓越2. Difficult to fight against; very great or very large-overwhelming 势不可挡3. To put yourself or someone else onto the official list of members of a course, college or group -enrollment 登记，注册二1. Children seem to learn more interesting things now compared to when we were at school.2. There was a cinema adjacent to where I lived.Unit 8四1、 Would you like to check and see if the amount is correct ？您要不要核对一下账单的数目 ？2、Excuse me ,but I am afraid you have miscalculated my bill.对不起，恐怕您们把账单算错了。五1、 Cashiers who work for hotels generally keep track of chargers to guests for room service, telephone calls, and valet service .Some sophisticated cash registers are linked to computer systems that can do all these things automatically . 在饭店工作的收银员通常记录客人在享受客房服务、电话服务以及洗熨衣服过程中所发生的各项花费。一些先进的出纳机是连接在能够自动地处理一切事务的电脑系统上的。2、 Cashiers come into contact with many customers throughout the working day .Some establishments ,including restaurants and hotels ,do a good deal of their business at night ;therefore ,hospitality cashiers often work evenings . 整个工作日中，收银员要和很多顾客接触。一些商家，包括餐厅和饭店在内，在晚间有大量业务。因此，收银员经常晚上工作。三entertainment arena 娱乐竞技场 keep track of 记录,留意safe-deposit box 保险箱 assistant manager 经理助理peak periods 高峰期 paid vacation 带工资的假期 sick leave 病假一1、 A writing acknowledging the receiving of goods or money-receipt2、 An assurance for the fulfillment of a condition-guarantee 3、 An exchange or transfer of goods , services or funds-transaction二1、 children should learn above all how to observe good manners at table2、 The accident prompted her to renew her insuranceUnit 9四1、 Id like to make a reservation for tonight .我想预定个今晚的座位。2、 All liquors brought in will be subject to 30 service charge based on the market price of the liquor .自带酒水会按酒市价的30座位服务费。3、 Is there a minimum charge for my table ?请问我们订的桌子有没有设最低消费？4、 Would you like to make a reservation for a private room or for a table in the hall ?请问您要订大厅还是房间？五1、Besides coordinating activities among various departments ,such as kitchen ,dining room ,and banquet operations ,food service managers ensure that customers are satisfied with their dining experience .In addition ,they oversee the inventory and ordering of food ,equipment ,and supplies and arrange for the routine maintenance and upkeep of the restaurant ,its equipment ,and facilities . 除了协调各部门的事务以外（如厨房，就餐室，宴会活动等），食品服务部经理还要确保顾客满意这次就餐经历。此外，他们还监控库存、采购食品、设备和供给、并安排餐厅及其设备上设施的日常维护和保养工作。2、 Managers or executive chefs select menu items ,taking into account the likely number of customers and the past popularity of dishes .Other issues considered when planning a menu include whether there was any unserved food left ,over from prior meals that should not be wasted ,the need for variety ,and the seasonal availability of foods. 经理或厨师长挑选菜品，同时考虑顾客的可能数量和该菜肴过去受欢迎的程度。在挑选菜品时需要考虑的其他问题还包括先前的饭菜中是否有未被吃过的、是否有不应该浪费的食物、是否有必要变化菜肴及食物是否有季节性供应问题。 3、They must motivate employees to work as a team to ensure that food and service meet appropriate standards .Managers also must ensure that written supply orders are clear and unambiguous . 他们还必须激励员工有团队精神，以确保食物及其服务达到适当标准。他们也必须确保书面的供给订单清楚明晰。4、 In addition to their regular duties ,food service managers perform a variety of administrative assignments ,such as keeping employee work records ,preparing the payroll ,and completing paperwork to comply with licensing laws and reporting requirements of tax ,wage and hour,unemployment compensation ,and Social Security laws . 除了常规的职责外，食品服务部经理还履行各种各样的行政管理职责，如保存员工的工作记录、准备工资单并完成一些文档工作，使餐馆的营业活动遵守经营许可法、服从国家有关税收、工资工时以及失业补偿金等方面的规定。并遵守社会安全保障法。三human resource 人力资源 executive chef 厨师长sanitation standards 环境卫生一1、 A list of the dishes that may be ordered(as in a restaurant)or that are to be served (as at a banquet)menu2、 A drinkable liquid beverage3、 To inspect ,examine or superviseoversee二1、 You can contract out the project ,if you wish . 2、 We should take into account the proposals of our parents and vice versa.Unit 10四1、 But I really like hot food .Could you recommend something ?而我确实喜欢吃辣食，能推荐几个菜吗？2、 Would you like to order a full meal course or a la carte ?您想叫一份全餐还是按菜单点菜？3、 The regular dinners include appetizer ,soup ,salad ,dessert ,tea or coffee .一般正餐包括开胃菜、汤、色拉、甜点还有茶或咖啡。五1、 Show respect for the customers and try to project your wish to help them enjoy their meal .This may mean a strictly upright posture and “Thank you ,maam .” It may mean being jovial and chatty ,or quiet and respectful. 尊敬顾客，并努力表示你的愿望，即你乐意帮助他们用餐愉快。这就意味着要保持笔直的站姿，并说：“谢谢您，夫人！”这可能意味着要有愉快亲切的，或安静且充满敬意的服务态度。2、 Be patien