Chapter One Working in Front Office Department
在前厅部工作
Unit One Handling Room Reservation处理客房预订
Unit Two Checking in Guests办理入住
Unit Three Concierge Service礼宾服务
Unit Four Switchboard Service总机服务
Unit Five Handling Complaints处理投诉
Unit Six Settling the Bill and Checking out Service结账
与办理离店手续
Unit Seven Working at the Business Center在商务中心工作
Chapter Two Working in Housekeeping Department
在客房部工作
Unit One Room Cleaning and Turn-down Service客房清洁
与夜床服务
Unit Two Laundry Service洗衣服务
Unit Three Helping with Obtaining Items帮助客人借用
物品
Unit Four Maintenance Service维修服务
Unit Five Meeting Other Special Requests满足客人的其他
需求
Unit Six Handling Emergencies&Complaints应对紧急情
况和投诉
Chapter Three Working in FOOd&Beverage Department
在餐饮部工作
Unit One Restaurant Reservation用餐预订服务
Unit Two Greeting&Seating Guests引领入座
Unit Three Buffet Service自助餐服务
Unit Four Taking Orders in a Chinese Restaurant中餐点餐
服务
Unit Five Taking Orders in a Western Restaurant西餐点餐
服务
Unit Six Serving at the Dinner席间服务
Unit Seven Serving Beverages饮品服务
Unit Eight Settling the Bills结账服务
Unit Nine Room Service客房送餐服务
Unit Ten Handling Complaints处理投诉
Chapter Four Effective Internal Communication in Hotels
酒店内部有效沟通
Unit One Verbal Communication口头沟通
Unit Two Written Communication书面沟通
参考答案
听力材料
Refefence
