前言
第1章 景区服务管理概述//Overview of Service Management at Scenic Spots
1.1 景区服务管理概念//Concepts of Service Management at Scenic Spots
1.1.1 旅游景区//Scenic Spots
1.1.2 旅游景点//Tourist Attractions
1.1.3 旅游景区服务//Services of Scenic Spots
1.1.4 旅游景区服务管理//Service Management at Scenic Spots
1.2 景区服务管理部门//Service Management Departments at Scenic Spots
1.2.1 旅游景区服务内容//Service Contents at Scenic Spots
1.2.2 景区服务管理部门//Service Management Departments at Scenic Spots
1.3 景区服务的内涵与原则//Service Connotations and Principles at Scenic Spots
1.3.1 景区服务的内涵//Service Connotations at Scenic Spots
1.3.2 景区服务原则//Service Principles at Scenic Spots
阅读材料//Readings
第2章 景区基本礼仪//Besic Etiquette at Scenic Spots
2.1 基本要求//Basic Requirements
2.2 基本礼仪//Basie Etiquette
2.2.1 表情和手势//Expressions and Gestures
2.2.2 标准站姿//Standard Stance
2.3 礼貌用语//Politeness Expressions
2.4 情景演练//Scenario Simulation
2.4.1 点人数//Count the Number of Tourists
2.4.2 站在合适的位置与游客交谈//Stand in the Right Position When Talking with Tourists
2.4.3 主动帮助游客//Take the Initiative to Help Tourists
课后实践与练习//Practice and Exercise
阅读材料//Readings
第3章 景区售票服务//Services at the Ticket Office
3.1 常用词汇表//Vocabulary
3.2 常用句型//Sentences
3.3 售票服务管理//Ticketing Service Management
3.3.1 售票前准备工作//preparatory Work before Ticketing
3.3.2 售票服务/Ticketing Services
3.3.3 交款统计工作//Counting and Handing over Money
3.4 情景演练//Scanario Simulation
3.4.1 买票，两个大人和一个小孩//Buy Tickets, Two Adults and One Kid
3.4.2 买票，五个学生，两个学生没带学生证//Buy Tickets, Five Students, Two of them Having Left Student Cards at School
3.4.3 买四张票，有两个老年人，一位62岁，一位68岁//Buy four tickets. There are two old people
One is 62 years old; the other is 68 years old
3.4.4 买票，导游预过的//Buy tickets. The tour guide made a reservation by telephone a few days ago
3.4.5 买票，并提醒购票的游客，离景区关门的时间不到两小时了//Buytickets. The staff reminds a tourist that it is less than two hours to the closing time of the scenic spot
3.4.6 买票，景区剧院的演出要另外收费//Buy tickets. The performances in the theater are to be charged extra money
3.4.7 买票，景区内部分游乐设施没有开放//Buy tickets. Part of recreational facilities at the scenic spot doesn't open to the tourists
课后实践与练习//Practice and Exercise
阅读材料//Readings
第4章 景区检票服务//Services at the Entrance
4.1 常用词汇表//Vocabulary
4.2 常用句型//Sentences
4.3 检票服务管理//Serviee Management at the Entrance
4.3.1 准备工作//Preparatory Work
4.3.2 票工作/Trickets' Checking Work
4.3.3 总结及查验工作//Summary and Inspection Work
4.4 情景演练//Scanario Simulation
4.4.1 散客检票进入//lndividual Tourists Checking into the Scenic Spot
4.4.2 团队检票进入//Tourists of Groups Checking into the Scenic Spot
课后实践与练习//Practice and Exercise
阅读材料//Readings
第5章 景区讲解服务//Interpretation Services at Scenic Spots
5.1 常用词汇表//Vocabulary
5.2 常用句型//Sentences
5.3 讲解服务管理//Interpretation Service Management
5.3.1 讲解的基本要求//Basic Requirements of Interpretation
5.3.2 准备工作//Preparatory Work
5.3.3 讲解工作//Interpretation Work
5.3.4 反馈处理及总结//Feedback and Summary
5.4 情景演练//Scenario Simulation
5.4.1 迎接旅游团队//Greet Tourist Groups
5.4.2 初步讲解//Preliminary Interpretation
5.4.3 景点讲解//Interpretation of Touris Attraction
5.5 导游词//Tour Guide Manuals
5.5.1 西双版纳泼水节
5.5.2 北京颐和园
5.5.3 绍兴鲁迅故居
5.5.4 The Great Wall
5.5.5 The West Lake in Hangzhou
5.5.6 Lijiang
5.5.7 Beidaihe
5.5.8 Temple of Heaven
5.5.9 Erhai Lake
课后实践与练习//Practice and Exercise
阅读材料//Readings
第6章 景区游客中心服务//Services at the Tourist Center
6.1 常用词汇表//Vocabulary
6.2 常用句型//Sentences
6.3 咨询服务管理//Consultatioo Service Management
6.3.1 当面咨询服务//Serviees of face to Face Consultation
6.3.2 电话咨询服务//Services o f Telephone Consultation
6.4 投诉处理服务管理//Serviee Management of Complaint Handling
6.5 广播呼叫服务管理//Serviee Management of Broadcasting
6.6 失物招领服务管理.//Serviee Management at the Lost and Found
6.7 租赁服务管理//Rental Service Management
6.8 寄存服务管理//Deposit Service Management
6.9 突发事件处理//Service Management of Emergency Handling
6.10 情景演练//Seenario Simulation
6.10.1 游客咨询//Consultation Service
6.10.2 自助讲解设备（语音导游）租赁//Audio Guide Rental
6.10.3 游客投诉//Tourist Complaint
6.10.4 广播通知//A BroadcastNotice
6.10.5 失物招领//Lost and Found
6.10.6 租赁服务//Rental Service
课后实践与练习//Praetice and Exercise
阅读材料//Readings
第7章 景区旅游商品销售服务//Sales Services of Tourist Commodities
7.1 常用词汇//Vocabulary
7.2 常用词汇//Sentences
7.3 景区旅游商品销售服务管理//Sales Service Management of Tourist Commodities
7.3.1 准备工作//Preparatory Work
7.3.2 销售接待//Sales Services for Tourists
7.3.3 退换商品服务接待//Services of Returning Commodities for Tourists
7.3.4 查验工作//lnspection Work
7.4 情景演练//Scenario Simulation
7.4.1 帮助游客选购商品//Help Tourists Choose Commodities
7.4.2 游客退换商品服务//Services of Returning Commodities for Tourists
课后实践与练习//Practiee and Exercise
阅读材料//Readings
第8章 景区餐饮服务//Services of Food & Beverage
8.1 常用词汇表//Vocabulary
8.2 常用句型//Sentanccs
8.3 景区餐饮服务管理//Service Management of Food & Beverage
8.4 情景演练//Scenario Simulation
8.4.1 景区饭店预午餐//Book Lunch in a Scenic Restaurant
8.4.2 景区饭店引座服务//Show the Table for Tourists in a Scenic Restaurant
8.4.3 景区饭店点餐服务（中餐）//Services for Ordering Dishes in a Chinese Restaurant
8.4.4 景区饭店点餐服务(西餐）//Services for Ordering Dishes in a Western Restaurant
8.4.5 景区饭店结账服务//Help Tourists Pay the Bill in a Scenic Restaurant
课后实践与练习//Practice and Exercise
阅读材料//Readings
第9章 景区宾馆服务//Services of Scenic Hotels
9.1 常用词汇表//Vocabulary
9.2 常用句型//Sentences
9.3 景区宾馆服务管理//Service Management of Scenic Hotels
9.3.1 预服务//Services of Reservation
9.3.2 门童/礼宾服务//Services of the Doorman/Concierge
9.3.3 游客入住服务//Services of Check-in
9.3.4 游客退房服务//Services of Check-out
9.4 情景演练//Scenario Simulation
9.4.1 预服务///Services of Room Reservation
9.4.2 入住服务//Services of Check-in
9.4.3 门童服务//Services of the Doorman(Concierge)
9.4.4 客房服务//Room Services
9.4.5 结账服务//Services of Check-out
课后实践与练习//Practice and Exercise
阅读材料//Readings
附录
附录A 旅游景区服务指南
附录B 旅游休闲符号
参开文献
