酒店英语视听说教程

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 KeysAppendices参考文献后记