Conversation boosters,Hotel

目录
总编审序
前言
Chapter 1 Introduction 饭店这一行
入行基本功
1-1 Hotel organization饭店组织
1-2 Hotel staff饭店人员
1-3 Useful vocabulary其他词汇
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Chapter 2 Making Reservations订房
入行基本功
2-1 Reservation made over the phone电话订房
2-2 When the loom is not available房位不足
2-3 When the hotel is fully booked订房已满
2-4 Handling cancellations取消订房
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Chapter 3 Reception：Check in接待：住宿登记
入行基本功
3-1 Checking in住房登记
3-2 Confirming payment确认结账
3-3 Handling reservation mistakes处理订房错误
3-4 Directing the guest to his/her room引领客人入房
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Chapter 4 Bell Service门房服务
入行基本功
4-1 Delivery of luggage to room送行李到房间
4-2 Handling luggage problems(phone conversation)处理行李问题(电话应答)
4-3 ExpainiIlg hotel services to guests向客人解说饭店各项服务
4-4 Bringing doom the luggage提送行李下楼
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Chapter 5 Reception：Giving Information柜台：提供资讯
入行基本功
5-1 Giving directions inside the hotel为客人指示饭店内方向
5-2 Protecting guest privacy保护客人的隐私
5-3 Giving information to hotel visitors为来访者提供资讯
5-4 Taking a message for a guest代客人留言
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Chapter 6 Housekeeping房务管理
入行基本功
6-1 Items in the hotel room客房内的各项用品
6-2 Offering laundry services提供洗衣服务
6-3 Offering to clean a guest's room提供客房整理服务
6-4 Inquiring about lost items询问遗失物品
6-5 Handling delivery mistakes处理误送物品
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Chapter 7 Dealing with Complaints处理抱怨
入行基本功
7-1 Complaints about room temperature抱怨客房室温
7-2 Complaints about broken equipment抱怨设备故障
7-3 Complaints about the neighbors抱怨邻居
7-4 Complaints about damaged laundry抱怨送洗衣物的损坏
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Chapter 8 Telephone Operators总机人员
入行基本功
8-1 Transfering calls转接电话
8-2 When the reservation desk is not available订房柜台忙碌时
8-3 Taking messages for guests为客人留言
8-4 Paging a guest呼叫客人
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Chapter 9 Business Center 商务中心
9-1 Secretarial service 文秘服务
9-2 Translation/interpreting service 翻译服务
9-3 Telecommunication service 信息交换服务
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Chapter l0 Hotd Safety饭店安全
入行基本功
10-1 Handling checking-in without photo IDs处理无照身份证件登记
10-2 Handling checking-in with alias处理化名登记
10-3 Handling events of theft处理失窃事件
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Chapter 11 Greeting and Seating招呼与安排客人入座
入行基本功
11-1 Welcoming the guest into the restaurant欢迎客人光临餐厅
11-2 Seating the guests引领客人入座
11-3 Asking guests to wait to be seated请客人稍候入位
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Chapter 12 At the Table餐桌上
入行基本功
12-1 Types of tableware餐具种类
12-2 Types of seasonings调味料种类
12-3 Words to describe food描述食物味道的词语
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Chapter 13 Breakfast，Lunch and Dialer早餐、午餐和晚餐
入行基本功
13-1 Breakfast早餐
13-2 Lunch午餐
13-3 Dinner晚餐
13-4 Drinks酒水、饮料
13-5 Describing dishes and drinks描述饭菜与饮料
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Chapter 14 Taking Orders and Service during the Meal请客人点菜和服侍用餐
入行基本功
14-1 Taking the order请客人点菜
14-2 Serving the meal上菜
14-3 Offering desserts上甜点
14-4 Checking in on guests询问客人是否满意
14-5 Clearing the dishes收走碗盘
14-6 Offering after-dinner drinks上餐后饮料
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Chapter 15 Dealing with Complaints处理抱怨
入行基本功
15-1 Handling complaints about the wait处理客人抱怨等候
15-2 Handling complaints about wrong orders处理客人抱怨上错菜
15-3 Handling complaints about the food处理客人抱怨食物
15-4 Handling mistakes made by the waiter处理客人抱怨侍者犯的错
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Chapter 16 The Bill账单
入行基本功
16-1 Receiving payment收账
16-2 Explaining the bill说明账单内容
16-3 Making change找钱
16-4 Handling payment problems处理付账问题
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