Part ⅠGroundwork English/

酒店基礎(chǔ)英語



Lesson 1Courtesy禮貌/

Lesson 2Offering Help提供幫助/

Lesson 3Numbers數(shù)字/

Lesson 4Enquiries詢問/

Lesson 5Directions方向/

Lesson 6Complaints & Apologies投訴與道歉/

Lesson 7Telephone Manner電話禮儀/

Lesson 8Small Talk With Guests與客人聊天/

Lesson 9Parting道別/


Part ⅡFront Office/

前廳


Lesson 1Reservation預(yù)訂/

Lesson 2Reception接待/

Lesson 3Guest Service客戶服務(wù)/

Lesson 4Business Center & Telephone Service商務(wù)中心和電話服務(wù)/

Lesson 5Concierge禮賓部 /

Lesson 6Check Out退房/


Part ⅢHousekeeping Department/

客房部


Lesson 1Receiving Guests迎接客人/

Lesson 2Making Up Room收拾客房/

Lesson 3Room Service房餐服務(wù)/

Lesson 4Laundry Service洗衣服務(wù)/

Lesson 5Miscellaneous Services雜項(xiàng)服務(wù)/


Part ⅣFood & Beverage Department/

餐飲部


Lesson 1At The Bar在酒吧/

Lesson 2In A Western Restaurant在西餐廳/

Lesson 3In A Chinese Restaurant在中餐廳/

Lesson 4Handling Complaints處理投訴/

Lesson 5Paying The Bill結(jié)賬/


Part ⅤOther Departments/


其他部門


Lesson 1Shopping Arcade購物中心/

Lesson 2Health & Recreation Center康樂中心/