| 作 者： | 冯岩岩 |
| 出版社： | 对外经济贸易大学出版社 |
| 丛编项： | 工学结合新思维高职高专财经类"十二五"规划教材 |
| 版权说明： | 本书为出版图书，暂不支持在线阅读，请支持正版图书 |
| 标 签： | 语言文字 语言.文字 英语教学 |
| ISBN | 出版时间 | 包装 | 开本 | 页数 | 字数 |
|---|---|---|---|---|---|
| 未知 | 暂无 | 暂无 | 未知 | 0 | 暂无 |
Module One The Front Desk
Sub-module 1 Accepting Room Reservation
Case 1 A Confirmed reservation 4
Case 2 A Guaranteed reservation 5
Case 3 Over-booking 6
Case 4 Handling the complaint about the room reservation 7
Sub-module 2 Check-in 15
Case 1 Bell service 16
Case 2 Registering a walk-in guest 16
Case 3 Registering a guest who has a reservation 17
Sub-module 3 Change of Reservation and Cancellation 25
Case 1 Bringing forward the reservation 26
Case 2 Extending the reservation 27
Case 3 Cancelling a guaranteed reservation 28
Sub-module 4 Other Services 35
Case 1 Taking a message 36
Case 2 Exchanging foreign currency 37
Case 3 Information service 37
Sub-module 5 Check-out 43
Case 1 Checking Out for guests 44
Case 2 Something wrong with the bill 45
Case 3 Late check-out and bell service 45
Module Two Housekeeping
Sub-module 6 Floor Service 55
Case 1 The Bellboy shows the guest to his room 56
Case 2 Room-cleaning service 57
Case 3 Food-delivering service 58
Case 4 Handling the complaint about the noise 59
Sub-module 7 Laundry Service 65
Case 1 Dry cleaning 66
Case 2 Quick service 67
Case 3 Making a wrong delivery 68
Sub-module 8 Lost and Found 73
Case 1 A complaint about lost articles 74
Case 2 Lost and Found Desk 75
Case 3 At the security section 76
Sub-module 9 Emergency Service 81
Case 1 Illness emergency 82
Case 2 Damage problem 83
Case 3 Losing the passport 84
Module Three Food and Beverage
Sub-module 1O Booking a Table 91
Case 1 Booking a table for five 92
Case 2 Booking a banquet 93
Case 3 Booking a family reunion dinner 94
Sub-module 11 Seating the Guest 101
Case 1 Seating the guests with the reservation 102
Case 2 Handling a coupon storm 103
Case 3 Receiving the guests without the reservation 104
Sub-module 12 Taking Orders 111
Case 1 Recommending specialties 112
Case 2 Recommending Sichuan Cuisine 113
Case 3 Recommending a special offer 114
Sub-module 13 Services during the Meal 119
Case 1 Eating Beijing roast duck 120
Case 2 Offering more dishes 121
Case 3 Settling the bill 122
Case 4 Handling the complaint about food 123
Module Four Other Services
Sub-module 14 Business Center 131
Case 1 Sending a fax and photocopying 132
Case 2 The Internet service 133
Case 3 Booking a ticket 134
Sub-module 15 Recreation Center 139
Case 1 Using the Gym 140
Case 2 Drinking Chinese tea and demonstrating how to brew tea 141
Case 3 Selling souvenirs 142
Sub-module 16 Conference Center 149
Case 1 Inquiries about the conference room 150
Case 2 Booking a conference room 151
Case 3 Booking a multi-functional hall 152
Tapescripts 159
Keys 169
Appendix 1 181
Appendix 2 185
Bibliography 199
