Chapter 1 Reservation预定
背景知识：OPERA Reservation System ORS预订系统
二r作场景：1.Acquiring Reservation Information获取预订信息
2.Confirming a Reservation确认预定
3.Taking Down Details记录交易细节
4.Keeping Updates保持更新
培训视频：How to Judge a Hotel by Its Website通过网站评价酒店
员工职责：Job Description of the Department本部员工职责描述
增补练习：A Double Room双人房间
Chapter 2 Registration入住登记／14
背景知识：Front Desk前台
工作场景：1.Greeting Guests问候客人
2.Asking Methods of Payment询问支付方式
3.Filling in Registration Card填写入住登记卡
4.Bell Service行李搬运服务
培训视频：How to Book the Best Hotel Room with Your Money? 如何花钱预订最好的房间？
员工职责：Job Description of the Department本部员工职责描述
增补练习：Don't Treat Us like We're a Couple of Fools 不要把我们当成一对大傻瓜
Chapter 3 Concierge礼宾服务
背景知识：Concierge礼宾
工作场景：1.Greeting Guests and Unloading Luggage 问候客人和卸载行李
2.Showing a Guest to the Room 带客人去房间
3.Introducing Room Facilities to a Guest 向客人介绍房间设施
4.Providing Tourists Information on Guest Request 为客人提供旅游信息
培训视频：Hotel Concierge Service 酒店礼宾服务
员工职责：Job Description of the Department 本部员工职责描述
增补练习：Smoking Rate Gets Smoker Irate 惹恼客人的吸烟费
Chapter 4 Private Branch Exchange 总机
背景知识：About Private Branch Exchange 总机简介
工作场景：1.Answering and Transferring an Exte:mal Call 接听并转接外部来电
2.Answering and Transferring an Internal Call 接听并转接内部来电
3.Answering General Inquiries 回答一般性问题
4.Wake-up Calls 叫醒电话
培训视频：Forbidden Phrase No.1 at PBX -“I Don't Know” 总机第一禁语——“我不知道”
员工职责：Job Description of the Department 本部员工职责描述
增补练习：Why My Call Can't Get Through? 为什么我的电话打不通？
Chapter 5 Checkout退房
背景知识：Instructions to Checkout 退房须知
工作场景：1.Checking Out FIT 为住店散客退房
2.Checking Out VIP 为贵宾退房
3.Checking Out Group Guests 为住店团队客人退房
4.Handling Disputed Items 处理有争议的账目
培训视频：Self Check-in and Checkout 自助登记人住和退房
员工职责：Job Description of the Department 本部员工职责描述
增补练习：No Exit 没有出口
Chapter 6 Housekeeping客房部
Chapter 7 Food and Beverage Service餐饮服务
Chapter 8 Western Foods西式餐点
Chapter 9 Western Beverage西餐洒水
Chapter 10 Chinese Foods中式餐点
Chapter 11 Chinese Tea and Alcohol国茶和酒
Chapter 12 Room Service送餐服务
Chapter 13 Banquet Service宴会服务
Chapter 14 Recreational Activities娱乐活动
Chapter 15 Shopping Arcade购物中心
Chapter 16 Complaints Settlement投诉处理
Reference Keys
Appendices
参考文献
后记
鄂公网安备 42010302001612号 