饭店服务实用英语

书籍目录

前厅服务篇  Chapter 1 Front Office Operation前厅部运作    Unit 1 Front Office Operation前厅部运作  Chapter 2 Operator and Phone话务员与电话服务    Unit 1 Directing Inquiries and Requests处理问讯与要求    Unit 2 Taking Messages留言服务    Unit 3 Wake-up Call Service叫醒服务  Chapter 3 Room Reservations客房预订    Unit 1  Reservation预订    Unit 2 Up—selling Rooms客房增销    Unit 3  Reservation Amendments变更预订  Chapter 4 Rece}ption and Check—in接待与入住登记    Unit 1 Normal Check-in常规人住登记    Unit 2 Late Checkin and Walkin Checkin延迟入住与散客入住登记    Unit 3 VIP Check-in贵宾入住登记  Chapter 5 Concierge Service礼宾服务    Unit 1  Information Inquiries信息问讯    Unit 2 Baggage Service行李服务    Unit 3 Ticket Service票务服务  Chapter 6 Cashier and Check—out收款与退房    Unit 1 Check—out退房    Unit 2 Payment Methods--Cash or Card支付方式——现金或刷卡    Unit 3 Foreign Currency Exchange外币兑换客房服务篇  Chapter 1 Housekeeping Operation客房部运作    Unit 1 Housekeeping Operation客房部运作  Chapter 2 Room Cleaning Service客房清洁服务    Unit 1 Regular Cleaning常规客房清洁    Unit 2 Turn—down Service开夜床服务  Chapter 3  Facilities Maintenance and Repair设施维护与维修    Unit 1 Facilities for the Handicapped残障人士专用设施    Unit 2 Facilities Problems设施故障    Unit 3  Finding Facilities Problems in Guest Rooms    在客房发现设施问题  Chapter 4 Laund Service洗衣服务    Unit 1 Laundry Collecting收衣服务    Unit 2 Returning the Laundry送衣服务  Chapter 5 Other Housekeeping Services其他客房服务    Unit 1 Loaning Items借用物品    Unit 2 Public Areas公共区域餐饮服务篇  Chapter 1 Restaurant Operation餐厅运作    Unit 1 Restaurant Operation餐厅运作  Chapter 2 Reservations and Seating Guests预订与领位    Unit 1 Table Reservations餐位预订    Unit 2 Seating Guests领位  Chapter 3 Taking Orders and Serving Food点餐与上菜    Unit 1 Taking Chinese Food Orders中餐点餐服务    Unit 2 Taking Western Food Orders西餐点餐服务    Unit 3  Serving Dishes to Individuals  上菜服务    Unit 4 Serving Wine to Individuals上酒服务  Chapter 4 Bar Service酒吧服务    Unit 1 Alcoholic Beverages含酒精饮品    Unit 2 Soft Drinks软饮料  Chapter 5 Settling the Bill收款结账    Unit 1 F&B Payment Methods餐饮费支付方式    Unit 2 Settling Bill Problems解决账单问题  Chapter 6 Room Service客房送餐服务    Unit 1 Taking Room Service Orders客房送餐预订    Unit 2 Delivering the Food送餐进房附录篇  Appendix 1  Frequent Problems in Customer Service对客服务中的常见问题及处理    Case 1  Frequent Problems at Front Desk前台常见问题及处理    Case 2  Frequent Problems with Guest Rooms客房常见问题及处理    Case 3  Frequent Problems with F&B Service餐饮服务常见问题及处理  Appendix 2 Information for Traveling in Different Countries不同国度旅游资讯    Reading 1 Japan  日本    Reading 2 India印度    Reading 3 Eastern USA美国东部    Reading 4 Central and Western USA美国中西部    Reading 5 France法国    Reading 6 Germany德国

作者简介

《上海旅游行业饭店职业能力认证系列教材:饭店服务实用英语》以科学发展观为指导，力求体现时代特征、国际标准和上海特点，为上海旅游行业饭店员工培训和旅游院校教学提供一本针对性、实用性较强的教材，同时《上海旅游行业饭店职业能力认证系列教材:饭店服务实用英语》也是上海旅游行业饭店外语等级考试的培训推荐教材。

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