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Chapter Ⅰ An Overview of Hospitality Industry 1

Preamble 1

Lead-in Activity 1

Practical Practice 2

Activities 14

Chapter Ⅱ Front Office and Its Sections 17

Lesson One An Introduction to the Front Office 第一课 前厅简介 17

Preamble 17

Lead-in Activity 18

Practical Practice 18

Activities 21

Etiquette Tips for Daily Life 22

Lesson Two Room Reservations 第二课 预订服务 24

Preamble 24

Lead-in Activity 24

Practical Practice 25

Situational Conversations 28

Useful Expressions 33

Activities 34

Etiquette Tips for Daily Life 36

Lesson Three Bell Service 第三课 应接服务 38

Preamble 38

Lead-in Activity 38

Practical Practice 38

Situational Conversations 40

Useful Expressions 42

Activities 43

Etiquette Tips for Daily Life 45

Lesson Four Concierge Service 第四课 礼宾服务 46

Preamble 46

Lead-in Activity 46

Practical Practice 46

Situational Conversations 49

Useful Expressions 52

Activities 54

Etiquette Tips for Daily Life 55

Lesson Five Check in 第五课 登记入住服务 56

Preamble 56

Lead-in Activity 56

Practical Practice 57

Situational Conversations 60

Useful Expressions 64

Activities 65

Etiquette Tips for Daily Life 68

Lesson Six Telephone Service 第六课 电话服务 71

Preamble 71

Lead-in Activity 71

Practical Practice 72

Situational Conversations 75

Useful Expressions 78

Activities 80

Etiquette Tips for Daily Life 81

Lesson Seven Business Center 第七课 商务中心服务 83

Preamble 83

Lead-in Activity 83

Practical Practice 83

Situational Conversations 86

Useful Expressions 88

Activities 89

Etiquette Tips for Daily Life 91

Lesson Eight Cashier's Service 第八课 收银服务 93

Preamble 93

Lead-in Activity 93

Practical Practice 93

Situational Conversation 98

Activities 100

Etiquette Tips for Daily Life 102

Chapter Ⅲ The Housekeeping Department and Its Sections 103

Lesson One An Introduction to the Housekeeping Department 第一课 客房简介 103

Preamble 103

Lead-in Activity 104

Practical Practice 104

Activities 108

Etiquette Tips for Daily Life 110

Lesson Two Regular Services 第二课 常规服务 111

Preamble 111

Lead-in Activity 111

Practical Practice 112

Situational Conversations 114

Useful Expressions 118

Activities 119

Etiquette Tips for Daily Life 121

Lesson Three Laundry Service 第三课 洗衣服务 123

Preamble 123

Lead-in Activity 123

Practical Practice 124

Situational Conversations 126

Useful Expressions 130

Activities 131

Etiquette Tips for Daily Life 133

Lesson Four Personalized Housekeeping Service 第四课 客房个性化服务 135

Preamble 135

Lead-in Activity 135

Practical Practice 136

Situational Conversations 138

Useful Expressions 141

Activities 142

Etiquette Tips for Daily Life 144

Lesson Five Dealing with Emergencies 第五课 处理特殊情况 145

Preamble 145

Lead-in Activity 145

Practical Practice 146

Situational Conversations 148

Useful Expressions 151

Activities 151

Etiquette Tips for Daily Life 153

Chapter Ⅳ Food and Beverage Department 155

Lesson One About the Food＆Beverage 第一课 餐饮部简介 155

Preamble 155

Lead-in Activity 156

Practical Practice 156

Activities 159

Etiquette Tips for Daily Life 161

Lesson Two Taking Restaurant Reservations 第二课 餐饮预订服务 162

Preamble 162

Lead-in Activity 162

Practical Practice 163

Situational Conversations 164

Useful Expressions 168

Activities 169

Etiquette Tips for Daily Life 171

Lesson Three Hosting 第三课 迎宾服务 172

Preamble 172

Lead-in Activity 172

Practical Practice 172

Situational Conversations 175

Useful Expressions 176

Activities 177

Etiquette Tips for Daily Life 179

Lesson Four Taking Orders 第四课 点菜服务 181

Preamble 181

Lead-in Activity 181

Practical Practice 182

Situational Conversations 185

Useful Expressions 187

Activities 189

Etiquette Tips for Daily Life 190

Lesson Five Serving Dishes 第五课 上菜服务 192

Preamble 192

Lead-in Activity 192

Practical Practice 192

Situational Conversations 195

Useful Expressions 199

Activities 200

Etiquette Tips for Daily Life 201

Lesson Six Bar Service 第六课 酒吧服务 203

Preamble 203

Lead-in Activity 203

Practical Practice 204

Situational Conversations 206

Useful Expressions 209

Activities 210

Etiquette Tips for Daily Life 211

Lesson Seven Room Service 第七课 客房送餐服务 213

Preamble 213

Lead-in Activity 213

Practical Practice 214

Situational Conversations 216

Useful Expressions 219

Activities 220

Etiquette Tips for Daily Life 221

Lesson Eight Paying the Bill 第八课 结账服务 223

Preamble 223

Lead-in Activity 223

Practical Practice 223

Situational Conversations 225

Useful Expressions 227

Activities 228

Etiquette Tips for Daily Life 230

Chapter Ⅴ Health and the Recreation Club 231

Lesson One About the Health＆the Recreation Club 第一课 康乐部简介 231

Preamble 231

Lead-in Activity 232

Practical Practice 232

Activities 236

Etiquette Tips for Daily Life 237

Lesson Two Beauty Salon 第二课 美容美发服务 238

Preamble 238

Lead-in Activity 238

Practical Practice 239

Situational Conversations 240

Useful Expressions 244

Activities 244

Etiquette Tips for Daily Life 246

Lesson Three Gym 第三课 健身馆 247

Preamble 247

Lead-in Activity 247

Practical Practice 248

Situational Conversations 250

Useful Expressions 253

Activities 254

Etiquette Tips for Daily Life 255

Lesson Four Sauna Bath and Spa 第四课 桑拿与水疗 257

Preamble 257

Lead-in Activity 257

Practical Practice 258

Situational Conversations 259

Useful Expressions 261

Activities 262

Etiquette Tips for Daily Life 263

Lesson Five Swimming Golf and Karaoke 第五课 游泳、高尔夫和卡拉OK服务 265

Preamble 265

Lead-in Activity 265

Practical Practice 266

Situational Conversations 268

Useful Expressions 271

Activities 272

Etiquette Tips for Daily Life 275

Chapter Ⅵ 　Other Services in the Hotel 277

Lesson One Dealing With Complaints　第一课　处理投诉 277

Preamble 277

Lead-in Activity 277

Practical Practice 278

Situational Conversations 280

Useful Expressions 285

Activities 285

Etiquette Tips for Daily Life 287

Lesson Two Shopping 第二课 购物服务 289

Preamble 289

Lead-in Activity 289

Practical Practice 289

Situational Conversations 291

Useful Expressions 294

Activities 295

Etiquette Tips for Daily Life 297

附录 299