MODULE Ⅰ 前厅部 3
UNIT 1 酒店入口 3
Part 1:Lead-in Activities 4
Part 2:Working Scenes 6
Scenario 1:迎客与陪同客人 6
Scenario 2:员工内部沟通 7
Part 3:Exercises 9
UNIT 2 礼宾台 11
Part 1:Lead-in Activities 12
Part 2:Working Scenes 14
Scenario 1:为客人推荐餐厅 14
Scenario 2:帮客人寻找私人购物助理 15
Part 3:Exercises 17
UNIT 3 前台 19
Part 1:Lead-in Activities 20
Part 2:Working Scenes 22
Scenario 1:为客人办理登记入住 22
Scenario 2:员工内部沟通 23
Part 3:Exercises 25
UNIT 4 GRO宾客关系专员 27
Part 1:Lead-in Activities 28
Part 2:Working Scenes 30
Scenario 1:客人投诉嗓音 30
Scenario 2:员工内部沟通 31
Part 3:Exercises 33
UNIT 5 商务中心 35
Part 1:Lead-in Activities 36
Part 2:Working Scenes 38
Scenario 1:为客人提供上网服务 38
Scenario 2:为客人包装礼物 39
Part 3:Exercises 41
UNIT 6 行政楼层 43
Part 1:Lead-in Activities 44
Part 2:Working Scenes 46
Scenario 1:为客人预订会议室 46
Scenario 2:客人抱怨房间枕头 47
Part 3:Exercises 49
MODULE Ⅱ 客房部 53
UNIT 7 客房服务 53
Part 1:Lead-in Activities 54
Part 2:Working Scenes 56
Scenario 1:客房清洁服务预订 56
Scenario 2:客房清洁和其他服务 57
Part 3:Exercises 59
UNIT 8 洗衣服务 61
Part 1:Lead-in Activities 62
Part 2:Working Scenes 64
Scenario 1:提供洗衣服务 64
Scenario 2:洗衣赔偿 65
Part 3:Exercises 67
UNIT 9 工程维修服务 69
Part 1:Lead-in Activities 70
Part 2:Working Scenes 72
Scenario 1:接收维修单 72
Scenario 2:与客人面对面沟通 73
Part 3:Exercises 75
UNIT 10 应急处理 77
Part 1:Lead-in Activities 78
Part 2:Working Scenes 80
Scenario 1:应急处理 80
Scenario 2:员工内部沟通 81
Part 3:Exercises 83
MODULE Ⅲ 餐饮部 87
UNIT 11 迎客 87
Part 1:Lead-in Activities 88
Part 2:Working Scenes 90
Scenario 1:迎客 90
Scenario 2:员工内部沟通 91
Part 3:Exercises 93
UNIT 12 中餐厅 95
Part 1:Lead-in Activities 96
Part 2:Working Scenes 98
Scenario 1:迎客与落座 98
Scenario 2:点餐 99
Part 3:Exercises 102
UNIT 13 西餐厅 105
Part 1:Lead-in Activities 106
Part 2:Working Scenes 108
Scenario 1:点餐 108
Scenario 2:上菜与买单 109
Part 3:Exercises 112
UNIT 14 客房送餐服务 115
Part 1:Lead-in Activities 116
Part 2:Working Scenes 118
Scenario 1:点餐 118
Scenario 2:送餐 119
Part 3:Exercises 122
UNIT 15 酒吧 125
Part 1:Lead-in Activities 126
Part 2:Working Scenes 128
Scenario 1:酒吧迎客 128
Scenario 2:接待一对夫妇 129
Part 3:Exercises 131
UNIT 16 宴会服务 133
Part 1:Lead-in Activities 134
Part 2:Working Scenes 136
Scenario 1:客人电话预订 136
Scenario 2:接受婚宴预订 137
Part 3:Exercises 139
练习参考答案 141