Chapter One Working in Front Office Department在前廳部工作
Unit One Handling Room Reservation處理客房預訂
Unit Two Checking in Guests辦理入住
Unit Three Concierge Service禮賓服務
Unit Four Switchboard Service總機服務
Unit Five Handling Complaints處理投訴
Unit SixSettling the Bill and Checking out Service結賬與辦理離店手續
Unit Seven Working at the Business Center在商務中心工作
Chapter Two Working in Housekeeping Department在客房部工作
Unit One Room Cleaning and Turn-down Service客房清潔與夜床服務
Unit Two Laundry Service洗衣服務
Unit Three Helping with Obtaining Items幫助客人借用物品
Unit Four Maintenance Service維修服務
Unit Five Meeting Other Special Requests滿足客人的其他需求
Unit Six Handling Emergencies&Complaints應對緊急情況和投訴
Chapter Three Working in FOOd&Beverage Department在餐飲部工作
Unit One Restaurant Reservation用餐預訂服務
Unit Two Greeting&Seating Guests引領入座
Unit Three Buffet Service自助餐服務
Unit Four Taking Orders in a Chinese Restaurant中餐點餐服務
Unit Five Taking Orders in a Western Restaurant西餐點餐服務
Unit SixServing at the Dinner席間服務
Unit Seven Serving Beverages飲品服務
Unit Eight Settling the Bills結賬服務
Unit Nine Room Service客房送餐服務
Unit Ten Handling Complaints處理投訴
Chapter Four Effective Internal Communication in Hotels酒店內部有效溝通
Unit One Verbal Communication口頭溝通
Unit Two Written Communication書面溝通
參考答案
聽力材料
Refefence