关于作者 詹姆斯·莫里斯（James Morris），美国饭店协会注册饭店业培训师（CHT） 詹姆斯·莫里斯，加拿大人，毕业于加拿大不列颠哥伦比亚大学。他拥有超过 20年的国际服务业经 验和多年在中国讲授英语的经验。在中国工作和生活的经历让他切身感受到了中国酒店员工的勤劳和友 好，同时也让他了解了很多员工在服务国际宾客时面临的挑战。 带着对服务和教育的热情，詹姆斯和他的合作伙伴时李铭在加拿大创立了 3A职业语言标准研究中心， 专注于为非英语国家（地区）的服务业员工开发世界领先的职业英语学习资源。 时李铭，美国饭店协会注册饭店业教育导师（CHE） 追随内心对酒店业的热爱，时李铭先生先后在美国夏威夷与新加坡接受了世界一流的酒店管理教育。 得益于良好的酒店教育对自己职业生涯带来的巨大帮助，时李铭先生始终热情地致力于推动中国酒店行业 教育水平的提升。时李铭拥有非凡的酒店业从业经历，他曾经是成功的酒店供应商，后来成为的餐饮 经理和酒店总经理，目前担任美国饭店协会教育学院大中华区首席代表。 如今，时李铭和詹姆斯 ·莫里斯专注于“互联网 +酒店”职业教育资源开发，正在快速成长为中国领 先的酒店职业教育专业解决方案提供商。 维多利亚·莫里斯—奥特（Victoria Morris-Ott） 维多利亚·莫里斯—奥特，加拿大人，拥有教育学硕士学位和在中国 12年的大学英语教学经验。在 中国任教期间，她开发了独特的 “Learn what you live”的英语学习方法和系列课程，旨在帮助第二语言学 习者像母语学习者一样学习英语，即“行为式学习”。 在本书的开发过程中，维多利亚运用她丰富的经验为我们呈现了如此清晰易懂并充满美感的版面。 李萍，美国饭店协会注册饭店业教育导师（CHE） 李萍，新西兰怀卡托大学旅游管理专业博士毕业，目前为海南大学国际旅游学院副教授。一直致力于 旅游影响、旅游行为和休闲旅游的研究。论文先后发表于 Tourism Management、Current Issues in Tourism、 Tourism Management Perspectives等期刊。目前还担任新西兰怀卡托大学中国—新西兰旅游研究中心副主 任，《旅游评论 : 理论与实践》期刊编委以及 Tourism Management、Tourism Management Perspectives等 SSCI期刊的匿名评审。

目录
关于作者
iv
前言
v
使用说明
vi
CHAPTER 1　Awareness of the Global Guest
1
1.1
Career connection
3
1.2
English as the global language
4
Discussion: Thinking in English
5
Exercise: Countries /Regious & Peoples
7
1.3
Cultural awareness in service
8
Discussion: Cultural awareness
11
1.4
Cultural perspectives
12
Exercise: Cultural iceberg
13
1.5
Word stress in English
14
Discussion: Rubber band method
17
Discussion: Counting syllables
18
Exercise: Counting syllables
19
1.6
Common English words & phrases
20
Exercise: Common words / phrases sentence creation
24
1.7
Hotels vs resorts
25
Discussion: Favourite amenities
26
1.8
Careers in hospitality
27
1.9
The hotel room
29
Discussion: Turn on, turn off
31
Exercise: Hotel room vocabulary
32
Exercise: Room items
33
Exercise: BINGO game
34
Key points
36
Key terms
38
Application — Key terms
39
Application — Role plays
40
CHAPTER 2　Attitudes in Service
41
2.1
Career connection
43
2.2
A service attitude
44
Discussion: First thoughts
48
#12;
Exercise: Generalizations
48
2.3
Tone of voice
Exercise: Apology script creation
52
2.4
Sentence stress
53
Exercise: Find the word stress
55
2.5
The rhythm of English
56
Discussion: Word stress rhythm
57
Discussion: Sing a song
58
Exercise: Common phrases
2.6
Prepositions of time and place
62
Exercise: Prepositions
63
Complete the table
65
Place and movement: check in !
66
Exercise: Prepositions sentences
67
2.7
Parts of the hotel
68
Discussion: Practice prepositions
Exercise: Prepositions floorplan
71
Key points
72
Key terms
74
Application — Key terms
75
Application — Role plays
76
CHAPTER 3　Adapting to your Guest
77
3.1
Career connection
79
Exercise: Security guard scramble
3.2
Welcoming your guest
81
Exercise: Special department phrases
82
3.3
Greetings & goodbyes
84
Discussion: Greetings
Exercise: Greetings quiz
91
Exercise: Prepositions of time
92
3.4
The 10 feet, 5 feet rule
93
Exercise: 10 feet 5 feet practice
94
3.5
International guest expectations
95
Discussion: Small talk in greetings
96
Exercise: Honorific titles
98
3.6
Acknowledge the guest when busy
99
Exercise: Acknowledge the guest scenarios
3.7
Basic telephone skills
101
Discussion: Check your telephone etiquette
101
#12;
Exercise: Body language on the phone
103
3.8
Emailing in English
104
Exercise: Email creation
107
Key points
108
Key terms
110
Application — Key terms
111
Application — Role plays
112
CHAPTER 4　Nonverbal Communication
113
4.1
Career connection
115
4.2
Body language
116
Discussion: Customer service- nonverbal training
119
4.3
Personal space
121
4.4
Eye contact
123
4.5
Facial expressions
125
Exercise: Service reactions
127
Exercise: Charades game
128
4.6
The handshake
129
Discussion: When to shake hands
131
4.7
Making a good first impression
132
Discussion: Body language similarities
135
4.8
Kitchen jargon and terms
137
Exercise: Kitchen words
137
Exercise: BINGO game
141
Exercise: Kitchen terms quiz
142
Exercise: Identify foods
143
Exercise: Kitchen sentences
144
Key points
145
Key terms
147
Application — Key terms
150
Application — Role plays
151
CHAPTER 5　Conscious Communication
153
5.1
Career connection
155
Exercise: Rooms vocabulary
157
5.2
Becoming an active listener
159
5.3
Active listening
162
Exercise: Effective communication
165
5.4
Increasing communication with guests
167
Discussion: Active listening case study
168
#12;
5.5
Critical thinking
169
Discussion: Critical thinking steps
170
Exercise: Critical thinking skills challenge
172
Exercise: Complete the dialogue
173
5.6
Critical thinking: Guest interactions
175
Discussion: Housekeeping case study
179
Exercise: Housekeeping knowledge
180
Key points
182
Key terms
183
Application - Key terms
185
Application - Role plays
186
CHAPTER 6　Connecting with Guests
189
6.1
Career connection
191
6.2
Functions, catering, banquets and events
192
Exercise: Banquet set up
194
6.3
Small talk
195
Exercise: Small talk
199
Exercise: Opening statements
200
Exercise: Small talk practice
201
6.4
Softening language
202
Discussion: Using qualifiers
204
Discussion: Softener practice
207
Exercise: Qualifiers
208
Exercise: Modifiers
209
Exercise: The passive voice
210
6.5
Putting the pieces together
211
Exercise: Personal professional attributes
214
Key points
216
Key terms
218
Application — Key terms
219
Application — Role plays
220
附录
221
附录 A　学习指南
222
附录 B　词汇表
234
附录 C　3A 介绍
243
附录 D　课堂游戏及活动
246
附录 E　景点
251
附录 F　服务业胜任力模型
258