序
Chapter 1 前廳服務Front Office
Unit 1 房間預訂Room Reservations＼3
Unit 2 前臺接待Reception＼9
Unit 3 登記入住Registration＼15
Unit 4 寄存行李Depositing Luggage＼20
Unit 5 客房已滿Booked Fully＼26
Unit 6 取消或更改預訂Canceling or Changing the Reservation＼31
Unit 7 團隊預訂The Group Reservation＼37
Unit 8 票務預訂Booking Tickets＼43
Unit 9 旅游咨詢Traveling Consultation＼49
Unit 10 兌換外幣Changing Money＼55
Unit 11 處理投訴Dealing with Complaints＼61
Unit 12 失物招領Lost and Found＼67
Unit 13 結賬退房Checking Out＼72
Chapter 2 客房部The Housekeeping Department
Unit 1 帶客入房Accompanying the Guest to the Room＼l79
Unit 2 客房清理Rooms Cleaning＼88
Unit 3 增添物品Adding Items＼94
Unit 4 叫醒服務Morning Call Service＼1 00
Unit 5 房餐服務Room Service＼106
Unit 6 電話服務Telephone Service＼112
Unit 7 安排出租車Arranging a Taxi＼117
Unit 8 洗衣服務Laundry Service＼122
Unit 9 維修服務Maintenance Service＼128
Chapter 3 餐飲部Food and Beverage Department
Unit 1 預訂座位Booking Seats＼137
Unit 2 領位服務Leading in the Guest＼143
Unit 3 詢問要求Asking Requirements＼149
Unit 4 菜品推薦Recommending Dishes＼154
Unit 5 上菜服務Serving Dishes＼161
Unit 6 就餐意見Complaining of the Dishes＼167
Unit 7 結算賬單Bill Pavment＼172
Unit 8 付小費Tip＼1 78
Unit 9 安排宴會Arranging Banquet＼183
Chapter 4 康樂中心The Recreation Center
Unit 1 桑拿按摩Sauna and Massage＼191
Unit 2 美容美發(fā)Beauty Salon＼197
Unit 3 在健身房In the Gym＼203
Unit 4 在酒吧間In a Bar＼208
Unit 5 在歌舞廳In the Hall＼214
Chapter 5 商務中心Business Center
Unit 1 打字復印Typing and Photocopying Service＼223
Unit 2 傳真服務Fax Service＼229
Unit 3 會議預訂Reserving the Conference＼234
Unit 4 委托代辦服務Entrusted Service＼240
Chapter 6 商場部Department Stores
Unit 1 迎賓導購Welcome Guide＼249
Unit 2 紀念品商店Souvenir Shops＼255
Unit 3 日用品超市Commodity Supermarkets＼262
Unit 4 鮮花店Flower Store＼267
Unit 5 雪茄店Cigar Store＼273
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