前言
Chapter 1 The Front Office Work前台工作
Booking Rooms顾客订房
Greeting Guests迎接客人
Reception Guests接待顾客
Check In顾客登记人住
Foreign Exchange为顾客兑换外币
Require Information顾客问讯
Settling Complaints处理顾客投诉
Telephone Terminal总机服务
Check Out顾客结账
Chapter 2 Housekeeping Department Work客房部工作
Ushering a Guest into the Room带客进房
Introducing the Room Equipment and Service介绍设备与服务
Tidy the Room整理房间
Laundry Service洗衣服务
Repair Service维修服务
Wake-up Call Service叫醒服务
Room Service送餐服务
Changing Rooms调换房间
Chapter 3 Food and Beverage Department Woek餐饮部工作
Restaurant Reservation预订座位
Seating Guests请客入座
Ordering Food顾客点餐
Serving Dishes Service上菜服务
Chinese Food Service中餐服务
Western Food Service西餐服务
Chapter 4 Shopping Arcade Department Work商场部工作
Food and Beverage食品饮料部
Clothes服装部
The Cosmetics化妆品部
Pharmaceutical Products Group药品部
Arts and Crafts工艺礼品部
Painting and Calligraphy书画部
Jewellery珠宝首饰部
Watch and Toy钟表、玩具部
Chapter 5 Recreation Department Work娱乐部工作
Ballroom舞厅
Pub酒吧
Concert Hall音乐厅
Movie Theater电影院
Indoor Pool and Ball Games Hall游泳馆、球馆
Beauty Center美容中心
Gymnasium健身房
Chess and Card Room棋牌室
Chapter 6 Other Services Work其他服务工作
Carry and Left Baggage提送寄存行李226
Look for and Property Lost寻找与招领失物
Medical Services医疗服务
Mail Service邮件服务
Banquet Service宴会服务
Hire Service出租服务
Tickets Service订票服务
Lead for Guest为客指路
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