| 本书用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、全面、实用，同时也增加了饭店经营过程中可能遇到的新知识，使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。 |
| PART ONEFRONT DESK SERVICES Unit 1Reservation3 1 Accepting a Reservation3 2 The Hotel is fully Booked3 3 Changing the Reservation Date4 4 Cancelling the Reservation4 Unit 2Checkin9 1 Checking in for the Guest with Reservation9 2 Checking in for the Guest without Reservation9 3 Checking in for a Group10 4 No Reservation and the Hotel is fully Booked11 Unit 3Calling Service15 1 Paging a Guest15 2 Calling for the Guest15 3 Leaving a Message16 4 Placing Morning Calls16 Unit 4Exchanging Money21 1 Normal Procedure21 2 The Night Change Limits21 3 Cash a Check22 4 There’s No Full Exchange Service22 Unit 5Delivering Luggage25 1 At the Door25 2 After Checking in25 3 Arriving at the Room26 4 Delivering Bags to the Wrong Room26 5 Before Checking out27 Unit 6Information31 1 Giving Directions to the Hotel31 2 Giving Information31 3 Introducing about Entertainment in the Hotel32 4 About the Restaurants32 5 Where to Buy some Cigarettes33 Unit 7Checkout37 1 Paying in Cash37 2 Paying with Credit Cards37 3 Explaining the Bill38 4 The Hotel Doesn’t Accept Personal Checks38 Unit 8Other Services41 1 Greeting an Arriving Guest41 2 Depositing Bags41 3 Delivering Letters for the Guests42 4 When the Guests Want the Keys42 5 Booking a Plane Ticket43 PART TWOHOUSEKEEPING SERVICES Unit 1Floor Attendants47 1 Showing the Guests to their Rooms47 2 Introducing the Room Facilities47 3 About the Hotel Services48 Unit 2Chamber Service51 1 Cleaning the Room51 2 Asking for an Early Cleaning51 3 Turndown Service52 Unit 3Laundry Service57 1 Explaining Laundry Service57 2 Demanding Laundry Service57 3 Suggesting Express Laundry Service58 Unit 4Miscellaneous Services61 1 Providing Something Extra on Request61 2 Shopping for Guests61 3 About Room Service62 Unit 5Special Problems65 1 Babysitting Service65 2 Compensatio…… |
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