Hotel English - audio, visual & speaking

Chapter 1 Reservation预定
背景知识：OPERA Reservation System ORS预订系统
工作场景：1.Acquiring Reservation Information获取预订信息
2.Confirming a Reservation确认预定
3.Taking Down Details记录交易细节
4.Keeping Updates保持更新
培训视频：How to Judge a Hotel by Its Website通过网站评价酒店
员工职责：Job Description of the Department本部员工职责描述
增补练习：A Double Room双人房间
Chapter 2 Registration入住登记
背景知识：Front Desk前台
工作场景：1.Greeting Guests问候客人
2.Asking Methods of Payment询问支付方式
3.Filling in Registration Card填写入住登记卡
4.Bell Service行李搬运服务
培训视频：How to Book the Best Hotel Room with Your Money？如何花钱预订最好的房间？
员工职责：Job Description of the Department本部员工职责描述
增补练习：Don't Treat Us like We're a Couple of Fools不要把我们当成一对大傻瓜
Chapter 3 Concierge礼宾服务
背景知识：Concierge礼宾
工作场景：1.Greeting Guests and Unloading Luggage问候客人和卸载行李
2.Showing a Guest to the Room带客人去房间
3.Introducing Room Facilities to a Guest向客人介绍房间设施
4.Providing Tourists Information on Guest Request为客人提供旅游信息
培训视频：Hotel Concierge Service酒店礼宾服务
员工职责：Job Description of the Department本部员工职责描述
增补练习：Smoking Rate Gets Smoker Irate惹恼客人的吸烟费
Chapter 4 Private Branch Exchange总机
背景知识：About Private Branch Exchange总机简介
工作场景：1.Answering and Transferring an External Call接听并转接外部来电
2.Answering and Transferring an Internal Call接听并转接内部来电
3.Answering General Inquiries回答一般性问题
4.Wake—up Calls叫醒电话
培训视频：Forbidden Phrase No.1 at PBX—“I Don't Know”总机第一禁语——“我不知道”
员工职责：Job Description of the Department本部员工职责描述
增补练习：Why My Call Can't Get Through？为什么我的电话打不通？
Chapter 5 Checkout退房
背景知识：Instructions to Checkout退房须知
工作场景：1.Checking Out FIT为住店散客退房
2.Checking Out VIP为贵宾退房
3.Checking Out Group Guests为住店团队客人退房
4.Handling Disputed Items处理有争议的账目
培训视频：Self Check—in and Checkout自助登记人住和退房
员工职责：Job Description of the Department本部员工职责描述
增补练习：No Exit没有出口
Chapter 6 Housekeeping客房部
背景知识：Housekeeping Department客房部
工作场景：1.Preparations for Housekeeping客房服务准备工作
2.A.M.Room Attendant's Daily Routine早班客房清洁工的日常工作
3.P.M.Room Attendant's Daily Routine晚班清洁工的日常工作
4.Public Area Cleaning公共区域的保洁
培训视频：Floor Supervisor Checks Around楼层主管检查房间
员工职责：Job Description of the Department本部员工职责描述
增补练习：Dogs Are Welcome欢迎狗光临
Chapter 7 Food and Beverage Service餐饮服务
背景知识：Food and Beverage Department餐饮部
工作场景：1.Restaurant Service餐厅服务
2.Bar Service酒吧服务
3.Buffet Service自助餐服务
4.Coffee Shop Service咖啡厅服务
培训视频：Suggestive Selling Techniques for Restaurants餐厅推销技巧
员工职责：Job Description of the Department本部员工职责描述
增补练习：Great Steaks大牛排
Chapter 8 Western Foods西式餐点
背景知识：Western Table Manners西方餐桌礼仪
工作场景：1.Taking Reservations订座
2.Seating Guests领座
3.Taking Orders点菜
4.Serving Dishes上菜
培训视频：The Expenence of Working at a Restaurant餐馆服务员的经历
员工职责：Job Description of the Department本部员工职责描述
增补练习：We've Just Run Out of Dinosaur恐龙肉刚卖完
Chapter 9 Western Beverage西餐酒水
背景知识：Bar酒吧
工作场景：In the Restaurant在餐厅
1.Taking Orders请客人点酒
2.Recommending Drinks推荐酒水
At the Bar在酒吧
1.Taking Orders请客人点酒
2.Chatting with Guests与客人寒暄
3.Explaining the Making of Drinks介绍调酒的方法
4.Paying the Bill付账
培训视频：How to Select Wine？怎样挑选葡萄酒？
员工职责：Job Description of the Department本部员工职责描述
增补练习：Give Me a Coke给我来杯可乐
Chapter 10 Chinese Foods中式餐点
背景知识：Chinese Table Manners中餐礼仪
工作场景：1.Taking Orders点菜
2.Recommending Chinese Dishes推荐中国菜
3.Explaining Chinese Dishes介绍中国菜
4.Paying the Bill结账
培训视频：Chinese Dining Etiquette： Seating Arrangement中餐礼仪：座次安排
员工职责：Job Description of the Department本部员工职责描述
增补练习：Who Kicked Me？谁踢了我？
Chapter 11 Chinese Tea and Alcohol中国茶和酒
背景知识：Chinese Tea and Alcohol中国茶酒
工作场景：In the Restaurant在餐厅
1.Taking Orders of Wine为客人点酒
2.Recommending Chinese Alcohol推荐中国酒
At the Tea House在茶馆
1.Taking Orders of Tea为客人点茶
2.Recommending Chinese Tea推荐中国茶
3.Chatting over a Tea Ceremony闲聊茶艺表演
培训视频：How to Brew Green Tea？怎样沏绿茶？
员工职责：Job Description of the Department本部员工职责描述
增补练习：On Their Way Home from the Bar从酒吧回家的路上
……
Chapter 12 Room Service送餐服务
Chapter 13 Banquet Service宴会服务
Chapter 14 Recreational Activities娱乐 活动
Chapter 15 Shopping Arcade购物中心
Chapter 16 Complaints Settlement投诉处理
Reference Keys
Appendices 附录
参考文献
后记