MODULE Ⅰ The Front Office 前厅部 UNIT 1 At the Entrance of a Hotel酒店入口 Part 1：Lead—in Activifies Part 2：Working Scenes Scenario 1：Receiving and Escorting a Guest（迎客与陪同客人） Scenario 2：Inner Communication with Co—workers（员工内部沟通） Part 3：Exercises UNIT 2 Concierge Counter礼宾台 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Recommending Restaurants to Guests（为客人推荐餐厅） Scenario 2：Helping Guests to Find a Personal Shopper（帮客人寻找私人购物助理） Part 3：Exercises UNIT 3 Front Desk前台 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Check—in Procedure for a Guest with a Reservation（为客人办理登记入住） Scenario 2：Inner Communication with Co—workers（员工内部沟通） Part 3：Exercises UNIT 4 GRO宾客关系专员 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Complaints about Noise（客人投诉嗓音） Scenario 2：Inner Communication with Co—workers（员工内部沟通） Part 3：Exercises UNIT 5 In the Business Center商务中心 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Giving Internet Service for a Guest（为客人提供上网服务） Scenario 2：Gift—wrapping a Present for a Guest（为客人包装礼物） Part 3：Exercises UNIT 6 On the Executive Floor行政楼层 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Reserving a Meeting Room（为客人预订会议室） Scenario 2：Complaining about the Pillow（客人抱怨房间枕头） Part 3：Exercises MODULE Ⅱ The Housekeeping Department客房部 UNIT 7 Chamber Service客房服务 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Booking for Tidying the Room（客房清洁服务预订） Scenario 2：Cleaning the Room and Provide Other Help（客房清洁和其他服务） Part 3：Exercises UNIT 8 Laundry Service洗衣服务 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Offering Laundry Service（提供洗衣服务） Scenario 2：Handling Laundry Damage（洗衣赔偿） Part 3：Exercises UNIT 9 Maintenance Service工程维修服务 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Receiving Maintenance Request（接收维修单） Scenario 2：Communication with the Guest Face to Face（与客人面对面沟通） Part 3：Exercises UNIT 10 Dealing with Emergencies应急处理 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Dealing with Emergency（应急处理） Scenario 2：Inner Communication with Co—workers（员工内部沟通） Part 3：Exercises MODULE Ⅲ The Food and Beverag Depart ment餐饮部 UNIT 11 Receiving Guests迎客 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Receiving a Guest（迎客） Scenario 2：Inner Communication with Co—workers（员工内部沟通） Part 3：Exercises UNIT 12 At the Chinese Restaurant中餐厅 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Welcoming and Seating Guest（s）（迎客与落座） Scenario 2：Taking orders（点餐） Part 3：Exercises UNIT 13 At the Western Restaurant西餐厅 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Taking Orders（点餐） Scenario 2：Serving the Meal and Settling Bills（上菜与买单） Part 3：Exercises UNIT 14 Room Service客房送餐服务 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Taking Room Service Order（点餐） Scenario 2：Delivering and Serving Guest Order（送餐） Part 3：Exercises UNIT 15 At the Bar酒吧 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：Receiving a Guest in a Bar（酒吧迎客） Scenario 2：Receiving a Couple in a Bar（接待一对夫妇） Part 3：Exercises UNIT 16 Banquet Service宴会服务 Part 1：Lead—in Activities Part 2：Working Scenes Scenario 1：A Guest Made a Reservation by Phone（客人电话预订） Scenario 2：Receiving a Wedding Banquet Reservation（接受婚宴预订） Part 3：Exercises Key to the Exercises练习参考答案
