实用阶梯英语 酒店英语项目实训指导书PDF电子书下载

Program 1 Front Office 1

Task 1 Receiving Room Reservations 2

Task 2 Check-in Services 13

Task 3 Extending the Stay and Changing the Room 22

Task 4 Check-out Services 27

Task 5 Concierge Services 35

Program 2 Housekeeping Department 51

Task 1 Guiding the Guest to the Guest Room 52

Task 2 Chamber Services 61

Task 3 Laundry Services 78

Task 4 Other Special Services 86

Program 3 Food ＆ Beverage Department 99

Task 1 Table/Private Room/Banquet Reservations 100

Task 2 Receiving the Guest in the Restaurant 104

Task 3 Taking Orders 109

Task 4 Serving Dishes 121

Task 5 Serving at the Coffee Bar 125

Program 4 Other Comprehensive Trainings 131

Task 1 Handling Guests’ Complaints 132

Task 2 Meeting and Banquet Services 143

Task 3 Health and Recreation Services 153

Task 4 Shopping Services 162