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
