| 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。本教材适用于高职高专广大旅游专业学生，以及有志于从事和现已从事旅游服务工作的人员。 |
| 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?Compensation65 3?A?Sick?Guest66 Unit?6Dealing?with?the?Complaints69 1?Toilet?Problem69 2?Television?Problem69 3?The?Air?Conditioner?is?out?of?Work70 4?People?Next?Door?are?Noisy70 Unit?7Lost?and?Found75 1?My?Necklace?is?Missing75 2?When?the?Guest?has?Checked?out75 3?Mailing?the?Lost?Property?to?its?Owner76 4?Your?Bag?has?been?Found77 Unit?8Creating?a?Home?away?From?Home79 1??A?Birthday?Party79 2?A?Big?Surprise79 3?Wish?You?a?Pleasant?Heart80 PART?THREEFOOD?&?BEVERAGE?SERVICES Unit?1Reserving?a?Table85 1?A?Reservation?for?MrsDunlop85 2?Reserving?a?Banquet85 3?Overbooking86 Unit?2Seating?Guests89 1?Seating?the?Guest?with?a?Reservation89 2?Seating?the?Guest?without?a?Reservation89 3?We?Want?a?Larger?Lazy?Susan90 Unit?3Taking?Orders93 1?Taking?a?la?Carte?Order93 2?Ordering?Dinner?for?Two94 3?Ordering?Breakfast94 Unit?4Serving?Dishes99 1?A?Chinese?Banquet99 2?In?the?Coffee?Shop100 3?At?the?Bar100 Unit?5Room?Service105 1?Replenishing?the?MiniBar105 2?Ordering?Room?Service105 3?Sending?the?Ordered?Meal?to?the?Guest’s?Room106 Unit?6Catering?for?Guests109 1?Having?Birthday?in?China109 2?Enjoying?Moon?Cakes109 3?Arranging?Special?Food110 Unit?7Complaints115 1?Complaining?about?Dish115 2?We?are?in?a?Hurry115 3?Wrong?Bill116 Unit?8Ways?of?Payment121 1?Paying?by?Cash121 2?Paying?with?the?Credit?Card121 3?Signing?the?Bill122 PART?FOURAUXILIARY?SERVICES Unit?1Services?for?Business129 1?Copying129 2?Fax?Sending129 3?Sending?Email130 4?Typing130 Unit?2Services?for?Meeting?and?Exhibition133 1?Booking?a?Meeting133 2?Arranging?the?Meeting?Room133 3?Booking?an?Exhibition134 4?Handling?the?Urgent?Needs135 Unit?3Services?for?Health139 1?Swimming139 2?Sauna?Bath139 3?Bowling140 4?Body?Building141 Unit?4Services?for?Recreation145 1?Night?Club145 2?Dancing146 3?Seeing?a?Movie146 4?Comment?on?Sports147 Unit?5Services?for?Beauty151 1?Having?a?Hair?Cut151 2?Having?a?Hair?Done151 3?Having?a?Hair?Dyed152 4?Having?a?Facial?Treatment153 Unit?6Services?for?Shopping157 1?Choosing?Silk?Fabrics157 2?Chinese?Culture?and?Tea157 3?Choosing?Souvenir?Gift158 4?Choosing?Traditional?Chinese?Paintings159 Unit?7Services?for?Tourism163 1?Asking?Information?about?Traveling163 2?Asking?about?the?Sights163 3?Reserving?a?Natural?Scenery?Tour164 4?Arranging?the?Itinerary165 Unit?8Other?Services169 1?Seeing?the?Doctor169 2?Ordering?a?Taxi170 3?Charging?for?Children170 4?A?Guest?with?Animals171 Appendix?ⅠA?Welcome?Letter?from?the?Hotel?Manger173 Appendix?ⅡOnline?Booking174 Appendix?ⅢChinese?Cuisine175 Appendix?ⅣWestern?Cuisine177 Appendix?ⅤTerms?of?Room?Services179 Reference181 |
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