Chapter 1 Reservation预定
背景知识:OPERA Reservation System ORS预订系统
工作场景: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
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*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 External 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**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
背景知识:Housekeeping Department客房部
工作场景:1.Preparations for Housekeeping客房服务准备工作
2.A.M.Room Attendant's Daily Routine早班客房清洁工的日常工作
3.P.M.Room Attendant's Daily Routine晚班清洁工的日常工作
4.Public Area Cleaning公共区域的保洁
培训视频:Floor Supervisor Checks Around楼层主管检查房间
员工职责:Job Description of the Department本部员工职责描述
增补练习:Dogs Are Welcome欢迎狗光临
Chapter 7 Food and Beverage Service餐饮服务
背景知识:Food and Beverage Department餐饮部
工作场景:1.Restaurant Service餐厅服务
2.Bar Service酒吧服务
3.Buffet Service自助餐服务
4.Coffee Shop Service咖啡厅服务
培训视频:Suggestive Selling Techniques for Restaurants餐厅推销技巧
员工职责:Job Description of the Department本部员工职责描述
增补练习:Great Steaks大牛排
Chapter 8 Western Foods西式餐点
背景知识:Western Table Manners西方餐桌礼仪
工作场景:1.Taking Reservations订座
2.Seating Guests领座
3.Taking Orders点菜
4.Serving Dishes上菜
培训视频:The Expenence of Working at a Restaurant餐馆服务员的经历
员工职责:Job Description of the Department本部员工职责描述
增补练习:We've Just Run Out of Dinosaur恐龙肉刚卖完
Chapter 9 Western Beverage西餐酒水
背景知识:Bar酒吧
工作场景:In the Restaurant在餐厅
1.Taking Orders请客人点酒
2.Recommending Drinks**酒水
At the Bar在酒吧
1.Taking Orders请客人点酒
2.Chatting with Guests与客人寒暄
3.Explaining the Making of Drinks介绍调酒的方法
4.Paying the Bill付账
培训视频:How to Select Wine?怎样挑选葡萄酒?
员工职责:Job Description of the Department本部员工职责描述
增补练习:Give Me a Coke给我来杯可乐
Chapter 10 Chinese Foods中式餐点
背景知识:Chinese Table Manners中餐礼仪
工作场景:1.Taking Orders点菜
2.Recommending Chinese Dishes**中国菜
3.Explaining Chinese Dishes介绍中国菜
4.Paying the Bill结账
培训视频:Chinese Dining Etiquette: Seating Arrangement中餐礼仪:座次安排
员工职责:Job Description of the Department本部员工职责描述
增补练习:Who Kicked Me?谁踢了我?
Chapter 11 Chinese Tea and Alcohol中国茶和酒
背景知识:Chinese Tea and Alcohol中国茶酒
工作场景:In the Restaurant在餐厅
1.Taking Orders of Wine为客人点酒
2.Recommending Chinese Alcohol**中国酒
At the Tea House在茶馆
1.Taking Orders of Tea为客人点茶
2.Recommending Chinese Tea**中国茶
3.Chatting over a Tea Ceremony闲聊茶艺表演
培训视频:How to Brew Green Tea?怎样沏绿茶?
员工职责:Job Description of the Department本部员工职责描述
增补练习:On Their Way Home from the Bar从酒吧回家的路上
……
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**
Chapter 16 Complaints Settlement投诉处理
Reference Keys
Appendices 附录
参考文献
后记