Part Ⅰ Groundwork English 酒店基础英语 1
Lesson 1 Courtesy 礼貌 3
Lesson 2 Offering Help 提供帮助 8
Lesson 3 Numbers 数字 14
Lesson 4 Enquiries 询问 16
Lesson 5 Directions 方向 19
Lesson 6 Complaints ＆ Apologies 投诉与道歉 22
Lesson 7 Telephone Manner 电话礼仪 26
Lesson 8 Small Talk With Guests 与客人聊天 30
Lesson 9 Parting 道别 34
Part Ⅱ Front Office 前厅 37
Lesson 1 Reservation 预订 41
Lesson 2 Reception 接待 54
Lesson 3 Guest Service 客户服务 63
Lesson 4 Business Center ＆ Telephone Service 商务中心和电话服务 71
Lesson 5 Concierge 礼宾部 80
Lesson 6 Check Out 退房 90
Part Ⅲ Housekeeping Department 客房部 97
Lesson 1 Receiving Guests 迎接客人 101
Lesson 2 Making Up Room 收拾客房 110
Lesson 3 Room Service 房餐服务 116
Lesson 4 Laundry Service 洗衣服务 124
Lesson 5 Miscellaneous Services 杂项服务 132
Part Ⅳ Food ＆ Beverage Department 餐饮部 143
Lesson 1 At The Bar 在酒吧 145
Lesson 2 In A Western Restaurant 在西餐厅 153
Lesson 3 In A Chinese Restaurant 在中餐厅 160
Lesson 4 Handling Complaints 处理投诉 170
Lesson 5 Paying The Bill 结账 175
Part Ⅴ Other Departments 其他部门 181
Lesson 1 Shopping Arcade 购物中心 183
Lesson 2 Health ＆ Recreation Center 康乐中心 196