目錄
Part 1 Front Office 服務前臺， 酒店服務形象的重要展示
1. Reserving a Room 為客人辦理預訂房間的手續(xù).............................................002
2. Entrance Service 門童歡迎客人的到來 ...........................................................007
3. Checking In at the Reception Desk 接待處辦理入住登記手續(xù).......................011
4. Luggage Deposit 寄存客人的行李 ...................................................................016
5. Concierge Service 為客人提供門房服務 .........................................................021
6. The Lost and Found 幫客人尋找丟失的物品 ..................................................026
7. Consulting About Tour 為客人提供旅游信息..................................................031
8. Complaining 接到并處理客人的投訴..............................................................036
9. Checking Out 為客人辦理結賬退房 ................................................................041
Part 2 Hotel Housekeeping 客房服務，客人住宿關心的重點
10. Wake-up Service 為客人提供叫醒服務 .........................................................048
11. Room Cleaning 為客人清理房間 ...................................................................053
12. Laundry Service 為客人提供洗衣服務..........................................................058
13. Maintenance 為客人提供維修服務................................................................062
14. Room Service 為客人提供送餐服務..............................................................066
15. Telephone Service 為客人接通電話 ...............................................................071
16. Adding Items 為客人增添物品 .......................................................................075
17. Subscribing to Newspapers 為客人提供訂報服務.........................................079
18. Other Services 你還可以為客人提供其他服務.............................................083
Part 3 Food & Drink 美味食物， 客人快樂心情的點綴
19. Reserving a Table 為客人辦理預訂餐位........................................................090
20. Guests Receiving 歡迎客人前來就餐 ............................................................095
21. Ordering Food 等待客人點餐， 記錄客人要求.............................................100
22. Serving Dishes 為客人呈上可口的飯菜 ........................................................105
23. Arranging a Banquet 幫助客人安排一場宴會 ...............................................110
24. Accepting Tips or Not 到底要不要客人的小費 .............................................115
25. Checking Out 客人用餐完畢要結賬 ..............................................................119
Part 4 Relaxing & Health 健康娛樂， 為客人提供人性化服務
26. Enjoying a Spa 讓客人享受極佳的水療服務 ................................................124
27. Beauty Care 為客人進行美容護理.................................................................129
28. Hair Care 為客人提供理發(fā)服務.....................................................................134
29. Singing at KTV 客人在KTV唱歌...................................................................140
30. Serving Drinks in the Bar 為客人在酒吧提供酒水 .......................................145
31. At the Ballroom 在舞廳里跳舞.......................................................................150
32. In the Gym 在健身房鍛煉身體 ......................................................................155
Part 5 Business Service 商務服務， 幫助客人解決難題煩惱
33. Having Conferences 召開會議進行商討........................................................160
34. Typing and Photocopying 需要打印文件 .......................................................164
35. Faxing 請幫忙收發(fā)傳真 .................................................................................169
36. Shopping 精挑細選各種商品 .........................................................................174
37. Currency Exchange 需要兌換其他貨幣 .........................................................179
38. Arranging a Taxi 幫你安排出租車 .................................................................184
39. Reserving a Ticket 幫你代訂各種票券 ..........................................................188
40. Some Emergencies 處理緊急情況..................................................................193
Appendix 附錄
1. 酒店內常見標志單詞 .........................................................
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