Unit 1Asking for Information and Buying Tickets Lesson 1Telephone Call for Information(電話問(wèn)訊) Lesson 2Booking Tickets (訂票) Lesson 3Issuing Tickets (出票) Lesson 4Changing the Reservation (更改訂座) Unit 2Check.in Procedure Lesson 1Check.in at the Airport (機(jī)場(chǎng)乘機(jī)手續(xù)) Lesson 2Checked Baggage (交運(yùn)行李) Lesson 3Handling of VIP (重要旅客引導(dǎo)) Unit 3Security Check Lesson 1Going Through the Security Check(過(guò)安全檢查) Lesson 2Managing the Crowds(疏導(dǎo)人群) Lesson 3Special Circumstance(特殊情境) Unit 4In.flight Service Lesson 1Finding the Seat(找尋座位) Lesson 2Serving Food and Beverages (提供食物和飲料) Lesson 3Flight Delay (航班延誤) Unit 5Baggage Service Lesson 1Introducing the Service Facilities(介紹服務(wù)設(shè)施) Lesson 2Baggage Inquiry(行李查詢) Lesson 3Luggage Deposit(行李寄存) Unit 6VIP Service Lesson 1VIP Service (貴賓服務(wù)) Lesson 2Meeting an VIP(重要旅客的接機(jī)服務(wù)) Lesson 3Handling of VIP for Departure(重要旅客的送機(jī)服務(wù)) Unit 7Announcement Lesson 1Airport Announcement(機(jī)場(chǎng)廣播) Lesson 2Public Address System(客艙廣播) Lesson 3Security Demonstration(安全廣播) Unit 8Arrival Service Lesson 1Entry Formalities(入境手續(xù)) Lesson 2Baggage Claim(提取行李) 參考文獻(xiàn)