English for receptionists & switchboard operators

Part One IAmaReceptionist
Unit 1 I Am a Receptionist
A. WhoAm I?
B. My Responsibilities
C. 1 Love My Job
　Unit2 This Is Our Hotel
　　A. Facilities
　　B. Departments
　Unit3 WeAre a Team
　　A. The Secrets of Successful Hotels
　　B. IAm a Team Member
　　C. I Am Here
　　D. They Are My Co-workers
　Unit4 Front Desk Equipment
　　A. Front Desk Equipment
　　B. Front Desk Computer System
　　C. Front Desk Printer
　　D. Fax Machine
　　E. Photocopy Machine
　Unit5 Telephone System
　　A. Incoming Calls
　　B. Outgoing Calls
　Unit6 Cheek in
　　A. Greeting Guests
　　B. With Reservation
　　C. Without Reservation
　　D. Assigning Rooms
　　E. Issuing Room Keys
　Unit7 Sales Techniques
　　A. Up-selling Guestrooms
　　B. Recommending Restaurants
　　C. Suggesting Promotional Packages
　Unit8 Guest Charges
　　A. Point-of-sale Equipment
　　B. Guest Account
　Unit9 Wake-up Calls
　　A. Wake-up Call Request
　　B. Manual Wake-up Calls
　　C. Calls not Answered
　UnitlO Checkout
　　A. Reviewing the Charges
　　B. Setlling the Payment
　　C. Offering Services
　Unit 11 Keeping the Front Desk Clean and Tidy
　　A. Filing while Working
　　B. Cleaning while Working
　Keys
　Vocabulary
Part Two I Am a Switchboard Operator
　Unit1 I Am a Switchboard Operator
　Unit2 This Is Ourttotel
　Unit3 WeAreaTeam
　Unit4 Transferring Calls
　Uint5 Responding to Inquiries
　Unit6 Giving Directions
　Unit7 Telephone Calls
　Unit8 Wake-up Calls
　Unit9 Handling Guest Complaints
　Unit 10 Responding to Fire Alarm
　Unit 11 Responding to Emergencies
　Unit 12 Eyacuatinothe Hotel
　References