工作中需要开口说英语时怎么办？快来打开这套书吧！
本套丛书共包含三册，分别是《酒店服务英语口语快速突破》《机场空
乘英语口语快速突破》《商务会展英语口语快速突破》，话题覆盖面广，章节
划分清晰合理，收录的都是行业中一定会用到的口语词汇和句式，能够满足不
同行业工作者的需求。相信无论平时利用零散时间随时随地学习，还是应急时
翻看查找，本套书都是您的首选。
《酒店服务英语口语快速突破》
身为酒店服务人员，碰到外国客人却无法流畅地沟通，怎么办？遇到棘
手的客人如何从容应对？有客人投诉时如何礼貌得体地处理？……本书将带你
进入真实的工作场景，学习原汁原味的酒店英语口语和相关的服务技巧。
本书从酒店各个部门的工作出发，包含酒店住宿、前台服务、客房服务、
餐饮服务、商务中心、休闲购物和其他服务，共7 个方面的内容。书中语言生动、
简洁、有效，采用英美人常用的表达方式，便于读者模仿记忆，并在实际工作
和交流中运用。真实场景再现，全程掌控酒店服务英语口语。
《商务会展英语口语快速突破》
国际会展，可以将企业的产品推向全世界，这对每个企业来说都十分有
吸引力。欲参加国际会展，若没有一口流利的英文，如何参展，如何接待客户，
如何向国外客户介绍产品，如何进行商务洽谈……本书再现一个国际会展的各
个环节，并模拟现场的英语会话，语言生动活泼。帮助您即学即用，顺利完成
会展。
本书从国际会展的各个环节出发，包含会展策划、展前布展、会展接待、
会展期间、会展洽谈、展后工作和专业展会，共7 个方面的内容。本书从词汇
到句型、再到展会场景对话，层层深入、层层推进，使读者不仅能够掌握国际
会展专业英语，还能了解会展的具体操作流程和业务知识。
《机场空乘英语口语快速突破》
本书以极具代表性的情景词汇、常用表达、贴近实际工作的对话，助你
轻松演练，现学现卖，背熟就能上岗。
本书按照机场空乘服务员的工作流程来编写，内容涵盖售票服务、机场
服务、航班动态、登机服务、客舱服务、航程服务、休闲服务、商务服务、特
殊服务和后续服务，共10 个方面的内容。使读者在模拟实际工作的情景中，
练习并掌握原汁原味的空乘服务用语，能够用英语与乘客友好流畅地交流，并
提供优质的服务。
编 者
2019 年于北京
序
Chapter 01 酒店住宿............................... 001
Unit 1 预订前咨询 ····················· 002
Unit 2 预订房间 ························ 008
Unit 3 登记入住 ························ 013
Unit 4 客房介绍 ························ 019
Unit 5 延长住宿 ························ 025
Unit 6 调换房间 ························ 031
Unit 7 保留房间 ························ 036
Unit 8 加床服务 ························ 041
Chapter 02 前台服务............................... 046
Unit 1 搬运行李 ························ 047
Unit 2 接机服务 ························ 052
Unit 3 寄存服务 ························ 058
Unit 4 转接留言 ························ 064
Unit 5 有客来访 ························ 069
Unit 6 房卡遗失 ························ 074
Unit 7 叫车送客 ························ 079
Unit 8 离店退房 ························ 085
Unit 9 付款问题 ························ 091
Chapter 03 客房服务............................... 096
Unit 1 客房用品 ························ 097
Unit 2 叫醒服务 ························ 102
Unit 3 无线网络 ························ 108
Unit 4 使用电脑 ························ 113
Unit 5 清扫客房 ························ 119
Unit 6 洗衣服务 ························ 124
Unit 7 修补送还 ························ 130
Unit 8 客房维修 ························ 135
Unit 9 处理客房投诉 ·················· 141
Chapter 04 餐饮服务............................... 147
Unit 1 客房送餐 ························ 148
Unit 2 预约餐厅 ························ 154
Unit 3 点餐服务 ························ 160
Unit 4 餐厅用餐 ························ 166
Unit 5 上菜服务 ························ 172
Unit 6 用餐感受 ························ 178
Unit 7 用餐环境 ························ 183
Unit 8 快餐 ······························ 189
Unit 9 问询餐厅 ························ 195
Unit 10 处理餐厅投诉 ·················
200
Chapter 05 商务中心............................... 205
Unit 1 兑换货币 ························ 206
Unit 2 宴会服务 ························ 212
Unit 3 会议服务 ························ 218
Unit 4 票务服务 ························ 224
Unit 5 印制名片 ························ 229
Unit 6 打印复印 ························ 234
Unit 7 传真服务 ························ 240
Unit 8 邮寄服务 ························ 246
Unit 9 翻译服务 ························ 252
Chapter 06 休闲购物............................... 258
Unit 1 健身房 ··························· 259
Unit 2 游泳池 ··························· 265
Unit 3 美容美发 ························ 270
Unit 4 桑拿按摩 ························ 277
Unit 5 棋牌室 ··························· 284
Unit 6 买衣服 ··························· 290
Unit 7 买化妆品 ························ 296
Unit 8 珠宝首饰 ························ 303
Unit 9 选购烟酒 ························ 309
Unit 10 选购纪念品 ····················
314
Chapter 07 其他服务............................... 320
Unit 1 医疗服务 ························ 321
Unit 2 照顾孩子 ························ 327
Unit 3 失物招领 ························ 333
Unit 4 旅游问询 ························ 338
Unit 5 赔偿损失 ························ 344
Unit 6 禁止吸烟 ························ 349
Unit 7 处理突发事故 ·················· 354
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