Module One The Front Desk Sub-module 1 Accepting Room Reservation Case 1 A Confirmed reservation 4 Case 2 A Guaranteed reservation 5 Case 3 Over-booking 6 Case 4 Handling the complaint about the room reservation 7 Sub-module 2 Check-in 15 Case 1 Bell service 16 Case 2 Registering a walk-in guest 16 Case 3 Registering a guest who has a reservation 17 Sub-module 3 Change of Reservation and Cancellation 25 Case 1 Bringing forward the reservation 26 Case 2 Extending the reservation 27 Case 3 Cancelling a guaranteed reservation 28 Sub-module 4 Other Services 35 Case 1 Taking a message 36 Case 2 Exchanging foreign currency 37 Case 3 Information service 37 Sub-module 5 Check-out 43 Case 1 Checking Out for guests 44 Case 2 Something wrong with the bill 45 Case 3 Late check-out and bell service 45 Module Two Housekeeping Sub-module 6 Floor Service 55 Case 1 The Bellboy shows the guest to his room 56 Case 2 Room-cleaning service 57 Case 3 Food-delivering service 58 Case 4 Handling the complaint about the noise 59 Sub-module 7 Laundry Service 65 Case 1 Dry cleaning 66 Case 2 Quick service 67 Case 3 Making a wrong delivery 68 Sub-module 8 Lost and Found 73 Case 1 A complaint about lost articles 74 Case 2 Lost and Found Desk 75 Case 3 At the security section 76 Sub-module 9 Emergency Service 81 Case 1 Illness emergency 82 Case 2 Damage problem 83 Case 3 Losing the passport 84 Module Three Food and Beverage Sub-module 1O Booking a Table 91 Case 1 Booking a table for five 92 Case 2 Booking a banquet 93 Case 3 Booking a family reunion dinner 94 Sub-module 11 Seating the Guest 101 Case 1 Seating the guests with the reservation 102 Case 2 Handling a coupon storm 103 Case 3 Receiving the guests without the reservation 104 Sub-module 12 Taking Orders 111 Case 1 Recommending specialties 112 Case 2 Recommending Sichuan Cuisine 113 Case 3 Recommending a special offer 114 Sub-module 13 Services during the Meal 119 Case 1 Eating Beijing roast duck 120 Case 2 Offering more dishes 121 Case 3 Settling the bill 122 Case 4 Handling the complaint about food 123 Module Four Other Services Sub-module 14 Business Center 131 Case 1 Sending a fax and photocopying 132 Case 2 The Internet service 133 Case 3 Booking a ticket 134 Sub-module 15 Recreation Center 139 Case 1 Using the Gym 140 Case 2 Drinking Chinese tea and demonstrating how to brew tea 141 Case 3 Selling souvenirs 142 Sub-module 16 Conference Center 149 Case 1 Inquiries about the conference room 150 Case 2 Booking a conference room 151 Case 3 Booking a multi-functional hall 152 Tapescripts 159 Keys 169 Appendix 1 181 Appendix 2 185 Bibliography 199
鄂公網(wǎng)安備 42010302001612號(hào) 