前厅部 Front Office Department
酒店预订 Reservation
Topic 1 酒店位置及交通路线 Hotel Location and Transportation Route / 004
Topic 2 预订房间 Booking a Room / 008
Topic 3 团队预订 Group Reservation / 012
Topic 4 变更预订 Revising Reservation / 016
Topic 5 取消预订 Cancelling Reservation / 020
登记入住 Check-In Service
Topic 6 预订客人登记入住 Checking-In Guests with Reservations / 024
Topic 7 团队登记入住 Checking-In Groups / 028
Topic 8 无预订客人登记入住 Checking-In Walk-In Guests / 034
Topic 9 酒店客满 Hotel Full / 038
迎接客人 Welcoming Service
Topic 10 机场接客 Receiving a Guest at the Airport / 042
Topic 11 停车服务 Parking Service / 046
Topic 12 到店接待 Receiving Guests / 050
Topic 13 行李生服务 Bellboy Service / 054
Topic 14 寄存服务 Depositing Service / 058
Topic 15 领取行李 Collecting Bags / 062
前台其他服务 Other Services of the Front Office Department
Topic 16 电话服务 Telephone Service / 066
Topic 17 留言服务 Message Service / 070
Topic 18 出租车服务 Calling a Taxi / 074
Topic 19 票务服务 Ticket Service / 078
Topic 20 外币兑换 Foreign Currency Exchange / 082
Topic 21 失物招领 Lost and Found Service / 088
Topic 22 托婴服务 Baby-Sitting Service / 092
Topic 23 结账退房 Checking-Out / 096
Topic 24 账单问题 Bill Problems / 100
Topic 25 处理投诉 Settling Complaints / 104
客房部 Housekeeping Department
酒店住宿 Hotel Accommodation
Topic 26 带客进房 Guiding Guests into the Room / 112
Topic 27 客房设施 Room Facilities / 118
Topic 28 酒店设施 Hotel Facilities / 122
Topic 29 日常服务 Daily Service / 128
Topic 30 房间清洁 Room Cleaning / 132
Topic 31 延时住宿 Extending the Stay / 136
Topic 32 更换客房 Changing the Room / 140
Topic 33 加床服务 Extra Bed Service / 146
Topic 34 客房服务 Room Service / 150
客房部其他服务 Other Services Provided by the Housekeeping Department
Topic 35 叫醒服务 Wake-Up Service / 154
Topic 36 维修服务 Maintenance Service / 158
Topic 37 洗衣服务 Laundry Service / 162
Topic 38 缝纫服务 Tailoring Service / 168
Topic 39 医疗服务 Medical Service / 174
Topic 40 索取物品 Making Requests / 178
Topic 41 代客购物 Valet Shopping / 182
Topic 42 物品损坏问题 Damaged Goods / 186
Topic 43 紧急情况处理 Dealing with Emergency / 190
餐饮部 Food and Beverage Department
餐前服务 Services Before Meal
Topic 44 餐位预订 Table Reservation / 198
Topic 45 包间预订 Booking a Private Room / 202
Topic 46 宴会预订 Banquet Reservation / 206
Topic 47 餐厅客满 Fully Booked / 212
Topic 48 引客入位 Guiding Guests / 216
进餐 Having Dinner
Topic 49 介绍菜品 Introducing Food / 220
Topic 50 推荐特色菜肴 Recommending Dishes / 224
Topic 51 用餐礼仪 Table Manners / 228
Topic 52 点菜 Ordering Dishes / 234
Topic 53 西餐点餐 Ordering Western Food / 238
Topic 54 中餐点餐 Ordering Chinese Food / 242
Topic 55 日/韩餐点餐 Ordering Japanese or Korean Food / 246
Topic 56 点菜特殊要求 Special Requirements in Ordering / 250
Topic 57 上菜服务 Serving Dishes / 254
Topic 58 自助餐 Buffet / 258
Topic 59 更换餐具 Asking for Stuff During Meal / 262
Topic 60 添加饭菜 Ordering More Food / 266
Topic 61 上错菜 Serving Wrong Dishes / 270
Topic 62 催菜 Hurrying Up Dishes / 274
Topic 63 点甜点 Ordering Disserts / 280
Topic 64 快餐服务 Fast Food Service / 284
Topic 65 餐后服务 Service After Meal / 288
Topic 66 征求意见 Consulting Comments of the Meal / 290
Topic 67 抱怨菜品 Complaints About the Dishes / 294
Topic 68 抱怨服务和环境 Complaints About the Dinning Service and Environment /
298
Topic 69 处理抱怨 Dealing with the Complaints of the Customers / 302
用餐结账及其他事宜 Paying Bill and Other Services
Topic 70 餐厅结账 Paying the Bill / 306
Topic 71 账单出错 Mistakes in the Bill / 312
Topic 72 赠予小费 Tipping / 316
Topic 73 剩菜打包 Getting a Doggie Bag / 320
Topic 74 送客服务 Seeing a Guest Out / 324
Topic 75 外卖服务 Delivery Service / 328
Topic 76 休闲茶座 In the Teahouse / 332
Topic 77 在咖啡厅 In the Café / 338
Topic 78 酒吧小酌 At the Bar / 344
Business Center 商务中心
Topic 79 会议服务 Conference Service / 354
Topic 80 展览服务 Exhibition Service / 360
Topic 81 通信服务 Communication Service / 364
Topic 82 文件服务 Secretary Service / 368
Topic 83 网络和电子邮件服务 Internet and Email Service / 372
Topic 84 邮政服务 Mail Service / 376
Topic 85 收发传真 Sending and Distributing Fax / 382
Topic 86 翻译服务 Interpreting Service / 386
Topic 87 旅游信息服务 Tourism Service / 392
Recreation and Entertainment Department 康乐中心
Topic 88 介绍设施 Introducing Gym Facilities / 400
Topic 89 健身房服务 At the Gym / 404
Topic 90 游泳锻炼 Swimming / 410
Topic 91 娱乐活动 Recreation / 416
Topic 92 美容 Facial Beauty / 422
Topic 93 美发 Hairdressing / 426
Topic 94 网吧服务 Net-bar Service / 432
Topic 95 桑拿和按摩 Sauna and Massage / 434
Shopping Center 购物中心
Topic 96 在日用品店 At the Daily Necessities Store / 442
Topic 97 在礼品店 At the Gift Shop / 446
Topic 98 在化妆品店 At the Cosmeics Shop / 452
Topic 99 在特色食品店 At the Store for Special Food / 458
Topic 100 在药店 At the Pharmacy / 462
附录 Appendix
附录A 酒店主要部门一览表 / 468
附录B 酒店主要职位一览表 / 468
附录C 酒店标志文字一览表 / 472
附录D 酒店常用物品一览表 / 477
附录E 西餐主要菜名一览表 / 482
附录F 中餐主要菜名一览表 / 493
附录G 世界知名酒店集团 / 498
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