前言
Chapter 1 The Front Office Work前臺工作
Booking Rooms顧客訂房
Greeting Guests迎接客人
Reception Guests接待顧客
Check In顧客登記人住
Foreign Exchange為顧客兌換外幣
Require Information顧客問訊
Settling Complaints處理顧客投訴
Telephone Terminal總機服務
Check Out顧客結賬
Chapter 2 Housekeeping Department Work客房部工作
Ushering a Guest into the Room帶客進房
Introducing the Room Equipment and Service介紹設備與服務
Tidy the Room整理房間
Laundry Service洗衣服務
Repair Service維修服務
Wake-up Call Service叫醒服務
Room Service送餐服務
Changing Rooms調換房間
Chapter 3 Food and Beverage Department Woek餐飲部工作
Restaurant Reservation預訂座位
Seating Guests請客入座
Ordering Food顧客點餐
Serving Dishes Service上菜服務
Chinese Food Service中餐服務
Western Food Service西餐服務
Chapter 4 Shopping Arcade Department Work商場部工作
Food and Beverage食品飲料部
Clothes服裝部
The Cosmetics化妝品部
Pharmaceutical Products Group藥品部
Arts and Crafts工藝禮品部
Painting and Calligraphy書畫部
Jewellery珠寶首飾部
Watch and Toy鐘表、玩具部
Chapter 5 Recreation Department Work娛樂部工作
Ballroom舞廳
Pub酒吧
Concert Hall音樂廳
Movie Theater電影院
Indoor Pool and Ball Games Hall游泳館、球館
Beauty Center美容中心
Gymnasium健身房
Chess and Card Room棋牌室
Chapter 6 Other Services Work其他服務工作
Carry and Left Baggage提送寄存行李226
Look for and Property Lost尋找與招領失物
Medical Services醫(yī)療服務
Mail Service郵件服務
Banquet Service宴會服務
Hire Service出租服務
Tickets Service訂票服務
Lead for Guest為客指路
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