Enjoy Your Stay：English for the Hotel Industry

漂亮得宜的英文 + 專業的知識 = 最令人滿意國際級的服務！

擁有良好的英語能力，提供外國旅客得宜的服務，是專業旅館從業人員必備的條件。本教材依照旅館服務項目與常見情形，從受理訂房、辦理住宿、客房服務、旅遊行程安排、客房管理，到退房，編寫出切合實務需求、豐富完整的專業訓練課程，聽說讀寫一網打盡，讓您提升職場實力，服務更晉升層級。

每個單元分為情境對話、實用單字和句型、課堂活動，與成果驗收四大結構。讀者能從如蒞實境的對話中，學到如何與客人溝通應答；由條列的字彙句型中直接切入重點反覆套用練習；從強調互動的課堂活動單元中發掘興趣；由題型活潑多變的成果驗收中融會貫通。單元中更以詳盡的彩圖單元來輔助學習，按部就班地強化你的專業英文。

讀完本書，旅館業就是你的最佳舞台。請帶著你的熱忱，盡情揮灑實力，讓每一位客人感到賓至如歸，享受充滿感動的歡愉！

Enjoy Your Stay is a complete course for trainees and employees in the hotel industry, as well as students taking hospitality courses and general readers interested in the industry.

This book is comprised of 30 units that meet the practical needs of industry-related personnel. Topics include reservations, checking in, services and facilities, housekeeping, emergencies, problems and solutions, checking out, and staff training. You will learn how to deal with guests properly in various situations, and will build your service skills.

Part 1 Reservations
1 Giving Information About the Hotel
2 Taking Room Reservations
3 Reservation Emails and Faxes

Part 2 Checking in
4 The Check-in
5 Showing Guests to Their Rooms

Part 3 Services and Facilities
6 Room Service
7 Laundry and Valet Services
8 Tour Arrangements and Giving Directions
9 Transportation
10 Tailoring
11 Exchanging Money and Depositing Items
12 Looking for Guest, Mailing, and Baby-sitting Services
13 Restaurants ( 1 )
14 Restaurants ( 2 )
15 Conferences and Business Travelers
16 Messages and Phones Calls

Part 4 Housekeeping
17 Making up the Rooms
18 Supplying Things

Part 5 Emergencies
19 The Loss of Belongings and Pets
20 Medical Problems
21 Various Accidents Problems and Solutions 

Part 6 Problems and Solutions
22 Room Problems ( 1 )
23 Room Problems ( 2 )
24 Complaints About the Laundry

Part 7 Checking out
25 Paying Bills
26 Payment Problems

Part 8 Staff Training
27 Room Attendants ( 1 )
28 Room Attendants ( 2 )
29 Cleaning Staff
30 Laundry Staff