前廳部 Front Office Department
酒店預(yù)訂 Reservation
Topic 1 酒店位置及交通路線 Hotel Location and Transportation Route / 004
Topic 2 預(yù)訂房間 Booking a Room / 008
Topic 3 團(tuán)隊(duì)預(yù)訂 Group Reservation / 012
Topic 4 變更預(yù)訂 Revising Reservation / 016
Topic 5 取消預(yù)訂 Cancelling Reservation / 020
登記入住 Check-In Service
Topic 6 預(yù)訂客人登記入住 Checking-In Guests with Reservations / 024
Topic 7 團(tuán)隊(duì)登記入住 Checking-In Groups / 028
Topic 8 無(wú)預(yù)訂客人登記入住 Checking-In Walk-In Guests / 034
Topic 9 酒店客滿 Hotel Full / 038
迎接客人 Welcoming Service
Topic 10 機(jī)場(chǎng)接客 Receiving a Guest at the Airport / 042
Topic 11 停車(chē)服務(wù) Parking Service / 046
Topic 12 到店接待 Receiving Guests / 050
Topic 13 行李生服務(wù) Bellboy Service / 054
Topic 14 寄存服務(wù) Depositing Service / 058
Topic 15 領(lǐng)取行李 Collecting Bags / 062
前臺(tái)其他服務(wù) Other Services of the Front Office Department
Topic 16 電話服務(wù) Telephone Service / 066
Topic 17 留言服務(wù) Message Service / 070
Topic 18 出租車(chē)服務(wù) Calling a Taxi / 074
Topic 19 票務(wù)服務(wù) Ticket Service / 078
Topic 20 外幣兌換 Foreign Currency Exchange / 082
Topic 21 失物招領(lǐng) Lost and Found Service / 088
Topic 22 托嬰服務(wù) Baby-Sitting Service / 092
Topic 23 結(jié)賬退房 Checking-Out / 096
Topic 24 賬單問(wèn)題 Bill Problems / 100
Topic 25 處理投訴 Settling Complaints / 104
客房部 Housekeeping Department
酒店住宿 Hotel Accommodation
Topic 26 帶客進(jìn)房 Guiding Guests into the Room / 112
Topic 27 客房設(shè)施 Room Facilities / 118
Topic 28 酒店設(shè)施 Hotel Facilities / 122
Topic 29 日常服務(wù) Daily Service / 128
Topic 30 房間清潔 Room Cleaning / 132
Topic 31 延時(shí)住宿 Extending the Stay / 136
Topic 32 更換客房 Changing the Room / 140
Topic 33 加床服務(wù) Extra Bed Service / 146
Topic 34 客房服務(wù) Room Service / 150
客房部其他服務(wù) Other Services Provided by the Housekeeping Department
Topic 35 叫醒服務(wù) Wake-Up Service / 154
Topic 36 維修服務(wù) Maintenance Service / 158
Topic 37 洗衣服務(wù) Laundry Service / 162
Topic 38 縫紉服務(wù) Tailoring Service / 168
Topic 39 醫(yī)療服務(wù) Medical Service / 174
Topic 40 索取物品 Making Requests / 178
Topic 41 代客購(gòu)物 Valet Shopping / 182
Topic 42 物品損壞問(wèn)題 Damaged Goods / 186
Topic 43 緊急情況處理 Dealing with Emergency / 190
餐飲部 Food and Beverage Department
餐前服務(wù) Services Before Meal
Topic 44 餐位預(yù)訂 Table Reservation / 198
Topic 45 包間預(yù)訂 Booking a Private Room / 202
Topic 46 宴會(huì)預(yù)訂 Banquet Reservation / 206
Topic 47 餐廳客滿 Fully Booked / 212
Topic 48 引客入位 Guiding Guests / 216
進(jìn)餐 Having Dinner
Topic 49 介紹菜品 Introducing Food / 220
Topic 50 推薦特色菜肴 Recommending Dishes / 224
Topic 51 用餐禮儀 Table Manners / 228
Topic 52 點(diǎn)菜 Ordering Dishes / 234
Topic 53 西餐點(diǎn)餐 Ordering Western Food / 238
Topic 54 中餐點(diǎn)餐 Ordering Chinese Food / 242
Topic 55 日/韓餐點(diǎn)餐 Ordering Japanese or Korean Food / 246
Topic 56 點(diǎn)菜特殊要求 Special Requirements in Ordering / 250
Topic 57 上菜服務(wù) Serving Dishes / 254
Topic 58 自助餐 Buffet / 258
Topic 59 更換餐具 Asking for Stuff During Meal / 262
Topic 60 添加飯菜 Ordering More Food / 266
Topic 61 上錯(cuò)菜 Serving Wrong Dishes / 270
Topic 62 催菜 Hurrying Up Dishes / 274
Topic 63 點(diǎn)甜點(diǎn) Ordering Disserts / 280
Topic 64 快餐服務(wù) Fast Food Service / 284
Topic 65 餐后服務(wù) Service After Meal / 288
Topic 66 征求意見(jiàn) Consulting Comments of the Meal / 290
Topic 67 抱怨菜品 Complaints About the Dishes / 294
Topic 68 抱怨服務(wù)和環(huán)境 Complaints About the Dinning Service and Environment / 298
Topic 69 處理抱怨 Dealing with the Complaints of the Customers / 302
用餐結(jié)賬及其他事宜 Paying Bill and Other Services
Topic 70 餐廳結(jié)賬 Paying the Bill / 306
Topic 71 賬單出錯(cuò) Mistakes in the Bill / 312
Topic 72 贈(zèng)予小費(fèi) Tipping / 316
Topic 73 剩菜打包 Getting a Doggie Bag / 320
Topic 74 送客服務(wù) Seeing a Guest Out / 324
Topic 75 外賣(mài)服務(wù) Delivery Service / 328
Topic 76 休閑茶座 In the Teahouse / 332
Topic 77 在咖啡廳 In the Café / 338
Topic 78 酒吧小酌 At the Bar / 344
Business Center 商務(wù)中心
Topic 79 會(huì)議服務(wù) Conference Service / 354
Topic 80 展覽服務(wù) Exhibition Service / 360
Topic 81 通信服務(wù) Communication Service / 364
Topic 82 文件服務(wù) Secretary Service / 368
Topic 83 網(wǎng)絡(luò)和電子郵件服務(wù) Internet and Email Service / 372
Topic 84 郵政服務(wù) Mail Service / 376
Topic 85 收發(fā)傳真 Sending and Distributing Fax / 382
Topic 86 翻譯服務(wù) Interpreting Service / 386
Topic 87 旅游信息服務(wù) Tourism Service / 392
Recreation and Entertainment Department 康樂(lè)中心
Topic 88 介紹設(shè)施 Introducing Gym Facilities / 400
Topic 89 健身房服務(wù) At the Gym / 404
Topic 90 游泳鍛煉 Swimming / 410
Topic 91 娛樂(lè)活動(dòng) Recreation / 416
Topic 92 美容 Facial Beauty / 422
Topic 93 美發(fā) Hairdressing / 426
Topic 94 網(wǎng)吧服務(wù) Net-bar Service / 432
Topic 95 桑拿和按摩 Sauna and Massage / 434
Shopping Center 購(gòu)物中心
Topic 96 在日用品店 At the Daily Necessities Store / 442
Topic 97 在禮品店 At the Gift Shop / 446
Topic 98 在化妝品店 At the Cosmeics Shop / 452
Topic 99 在特色食品店 At the Store for Special Food / 458
Topic 100 在藥店 At the Pharmacy / 462
附錄 Appendix
附錄A 酒店主要部門(mén)一覽表 / 468
附錄B 酒店主要職位一覽表 / 468
附錄C 酒店標(biāo)志文字一覽表 / 472
附錄D 酒店常用物品一覽表 / 477
附錄E 西餐主要菜名一覽表 / 482
附錄F 中餐主要菜名一覽表 / 493
附錄G 世界知名酒店集團(tuán) / 498
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