Chapter Ⅰ An Overview of Hospitality Industry 1
Preamble 1
Lead-in Activity 1
Practical Practice 2
Activities 14
Chapter Ⅱ Front Office and Its Sections 17
Lesson One An Introduction to the Front Office 第一课 前厅简介 17
Preamble 17
Lead-in Activity 18
Practical Practice 18
Activities 21
Etiquette Tips for Daily Life 22
Lesson Two Room Reservations 第二课 预订服务 24
Preamble 24
Lead-in Activity 24
Practical Practice 25
Situational Conversations 28
Useful Expressions 33
Activities 34
Etiquette Tips for Daily Life 36
Lesson Three Bell Service 第三课 应接服务 38
Preamble 38
Lead-in Activity 38
Practical Practice 38
Situational Conversations 40
Useful Expressions 42
Activities 43
Etiquette Tips for Daily Life 45
Lesson Four Concierge Service 第四课 礼宾服务 46
Preamble 46
Lead-in Activity 46
Practical Practice 46
Situational Conversations 49
Useful Expressions 52
Activities 54
Etiquette Tips for Daily Life 55
Lesson Five Check in 第五课 登记入住服务 56
Preamble 56
Lead-in Activity 56
Practical Practice 57
Situational Conversations 60
Useful Expressions 64
Activities 65
Etiquette Tips for Daily Life 68
Lesson Six Telephone Service 第六课 电话服务 71
Preamble 71
Lead-in Activity 71
Practical Practice 72
Situational Conversations 75
Useful Expressions 78
Activities 80
Etiquette Tips for Daily Life 81
Lesson Seven Business Center 第七课 商务中心服务 83
Preamble 83
Lead-in Activity 83
Practical Practice 83
Situational Conversations 86
Useful Expressions 88
Activities 89
Etiquette Tips for Daily Life 91
Lesson Eight Cashier's Service 第八课 收银服务 93
Preamble 93
Lead-in Activity 93
Practical Practice 93
Situational Conversation 98
Activities 100
Etiquette Tips for Daily Life 102
Chapter Ⅲ The Housekeeping Department and Its Sections 103
Lesson One An Introduction to the Housekeeping Department 第一课 客房简介 103
Preamble 103
Lead-in Activity 104
Practical Practice 104
Activities 108
Etiquette Tips for Daily Life 110
Lesson Two Regular Services 第二课 常规服务 111
Preamble 111
Lead-in Activity 111
Practical Practice 112
Situational Conversations 114
Useful Expressions 118
Activities 119
Etiquette Tips for Daily Life 121
Lesson Three Laundry Service 第三课 洗衣服务 123
Preamble 123
Lead-in Activity 123
Practical Practice 124
Situational Conversations 126
Useful Expressions 130
Activities 131
Etiquette Tips for Daily Life 133
Lesson Four Personalized Housekeeping Service 第四课 客房个性化服务 135
Preamble 135
Lead-in Activity 135
Practical Practice 136
Situational Conversations 138
Useful Expressions 141
Activities 142
Etiquette Tips for Daily Life 144
Lesson Five Dealing with Emergencies 第五课 处理特殊情况 145
Preamble 145
Lead-in Activity 145
Practical Practice 146
Situational Conversations 148
Useful Expressions 151
Activities 151
Etiquette Tips for Daily Life 153
Chapter Ⅳ Food and Beverage Department 155
Lesson One About the Food＆Beverage 第一课 餐饮部简介 155
Preamble 155
Lead-in Activity 156
Practical Practice 156
Activities 159
Etiquette Tips for Daily Life 161
Lesson Two Taking Restaurant Reservations 第二课 餐饮预订服务 162
Preamble 162
Lead-in Activity 162
Practical Practice 163
Situational Conversations 164
Useful Expressions 168
Activities 169
Etiquette Tips for Daily Life 171
Lesson Three Hosting 第三课 迎宾服务 172
Preamble 172
Lead-in Activity 172
Practical Practice 172
Situational Conversations 175
Useful Expressions 176
Activities 177
Etiquette Tips for Daily Life 179
Lesson Four Taking Orders 第四课 点菜服务 181
Preamble 181
Lead-in Activity 181
Practical Practice 182
Situational Conversations 185
Useful Expressions 187
Activities 189
Etiquette Tips for Daily Life 190
Lesson Five Serving Dishes 第五课 上菜服务 192
Preamble 192
Lead-in Activity 192
Practical Practice 192
Situational Conversations 195
Useful Expressions 199
Activities 200
Etiquette Tips for Daily Life 201
Lesson Six Bar Service 第六课 酒吧服务 203
Preamble 203
Lead-in Activity 203
Practical Practice 204
Situational Conversations 206
Useful Expressions 209
Activities 210
Etiquette Tips for Daily Life 211
Lesson Seven Room Service 第七课 客房送餐服务 213
Preamble 213
Lead-in Activity 213
Practical Practice 214
Situational Conversations 216
Useful Expressions 219
Activities 220
Etiquette Tips for Daily Life 221
Lesson Eight Paying the Bill 第八课 结账服务 223
Preamble 223
Lead-in Activity 223
Practical Practice 223
Situational Conversations 225
Useful Expressions 227
Activities 228
Etiquette Tips for Daily Life 230
Chapter Ⅴ Health and the Recreation Club 231
Lesson One About the Health＆the Recreation Club 第一课 康乐部简介 231
Preamble 231
Lead-in Activity 232
Practical Practice 232
Activities 236
Etiquette Tips for Daily Life 237
Lesson Two Beauty Salon 第二课 美容美发服务 238
Preamble 238
Lead-in Activity 238
Practical Practice 239
Situational Conversations 240
Useful Expressions 244
Activities 244
Etiquette Tips for Daily Life 246
Lesson Three Gym 第三课 健身馆 247
Preamble 247
Lead-in Activity 247
Practical Practice 248
Situational Conversations 250
Useful Expressions 253
Activities 254
Etiquette Tips for Daily Life 255
Lesson Four Sauna Bath and Spa 第四课 桑拿与水疗 257
Preamble 257
Lead-in Activity 257
Practical Practice 258
Situational Conversations 259
Useful Expressions 261
Activities 262
Etiquette Tips for Daily Life 263
Lesson Five Swimming Golf and Karaoke 第五课 游泳、高尔夫和卡拉OK服务 265
Preamble 265
Lead-in Activity 265
Practical Practice 266
Situational Conversations 268
Useful Expressions 271
Activities 272
Etiquette Tips for Daily Life 275
Chapter Ⅵ Other Services in the Hotel 277
Lesson One Dealing With Complaints 第一课 处理投诉 277
Preamble 277
Lead-in Activity 277
Practical Practice 278
Situational Conversations 280
Useful Expressions 285
Activities 285
Etiquette Tips for Daily Life 287
Lesson Two Shopping 第二课 购物服务 289
Preamble 289
Lead-in Activity 289
Practical Practice 289
Situational Conversations 291
Useful Expressions 294
Activities 295
Etiquette Tips for Daily Life 297
附录 299