Module 1 Enquiries and Reservation 咨询与预订/001 Oral Movement——Consonants (Ⅰ) 语音练习——辅音(1)/002 Part Ⅰ Categories of Hotels&Rooms酒店及房间类别/004 1.1 Types of Hotels(酒店类别)/004 1.2 Types of Rooms(房型)/005 Part Ⅱ Which One to Choose?如何选择酒店?/006 2.1 Which Hotel Can Fit the Bill?(哪家酒店符合要求呢?)/006 2.2 What Should Be the Pick?(该如何挑选?)/007 Part Ⅲ Making Enquiries and Reservation咨询与预订/011 3.1 Inquiries about the Hotel and the Rooms(酒店咨询)/011 3.2 Reserving the Hotel Room(预订酒店房间)/014 Part Ⅳ Memo for the Module要点备忘/017 4.1 Key Words(关键词)/017 4.2 Key Points(相关情境表达)/018 4.3 Procedure of Work——Room Reservations(工作流程——房间预订)/018 Part Ⅴ Extended Practice拓展练习/019 5.1 Online Booking& Wireless Booking(在线预订和手机预订)/019 5.2 Case Study——Talk the Talk and Not the Walk(案例分析——超预订)/021 Module 2 Reception 接待/025 Oral Movement——Consonants (Ⅱ) 语音练习——辅音(2) /026 Part Ⅰ Pick—up Service接机服务/028 1.1 Meeting Guests at the Airport(机场迎接)/028 1.2 On the Way to the Hotel(前往酒店)/029 Part Ⅱ Helping with the Luggage行李服务/031 2.1 I'm a Good Porter(我是个称职的行李员)/031 2.2 May I Help with Your Luggage?(我来帮您拿行李吧)/032 Part Ⅲ Checking in at the Reception Desk入住登记/033 3.1 Checking in Walk—in Guests(散客入住)/033 3.2 Checking in Guests with Reservations(为有预订的客人办理入住登记)/036 Part Ⅳ Memo for the Module要点备忘/039 4.1 Key Words(关键词)/039 4.2 Key Points(相关情境表达)/040 4.3 Useful Forms(相关表格)/041 4.4 Procedure of Check—in(工作流程——入住登记)/044 Part Ⅴ Extended Practice拓展练习/045 5.1 A Discussion on How Hotels Determine Room Rates(酒店是如何给房间定价的)/045 5.2 Case Study—Reg Dwight:A Night to Remember(案例分析——接待“郁闷的”客人)/048 Module 3 Housekeeping Service 客房服务/051 Oral Movement—Vowels 语音练习——元音/052 Part Ⅰ Room Facilities客房设施/054 1.1 Can You Describe the Room, Please?(请描述下房间)/054 1.2 What Is a "Classic Room" Like?(“经典客房”是怎样的?)/056 1.3 The Safe Doesn't Work!(保险箱怎么用?)/057 Part Ⅱ Laundry Service洗衣服务/059 2.1 Please Note Down the Special Requirements(请标注您的特别要求)/059 2.2 Do You Have Express Laundry Service?(你们提供快速洗衣服务吗?)/061 Part Ⅲ Meeting the Guests' Needs满足客人的需求/064 3.1 We Do Offer the Service(我们提供的服务)/064 3.2 Do It Right Now(现在就为您效劳)/066 Part Ⅳ Memo for the Module要点备忘/069 4.1 Key Words(关键词)/069 4.2 Key Points(相关情境表达)/070 4.3 Procedure of Work(工作流程)/071 Part Ⅴ Extended Practice拓展练习/072 5.1 To Be a Housekeeping Supervisor(成为客房部负责人)/072 5.2 Case Study——How the ABC Hotel Drop the Ball?(案例分析——ABC酒店的问题出在哪里了?)/074 Module 4 Food&Beverage Services 餐饮服务/079 Oral Movement——Stress in Syllables&Sentences 语音练习——重读/080 Part Ⅰ What&How in Cooking烹饪的基本要素/082 1.1 Ingredients&Ways ofCooking(烹饪原料和基本方法)/082 1.2 Typical Dishes in Our Country(我们国家的特色菜肴)/085 Part Ⅱ Booking a Table预订餐桌/087 2.1 Is There Any Private Room for Tomorrow?(明天还有包房吗?)/087 2.2 Sorry, But No Table Available for 5:00 P.M.(抱歉,晚上五点的桌子都订完了)/089 Part Ⅲ What Can I Get You?您要点什么?/090 3.1 Taking Dish Orders(点菜)/090 3.2 Taking Drink Orders(酒水点单)/095 Part Ⅳ Memo for the Module要点备忘/100 4.1 Key Words(关键词)/100 4.2 Key Points(相关情境表达)/101 4.3 Procedure of Work(工作流程)/102 Part Ⅴ Extended Practice拓展练习/104 5.1 Booking a Banquet Hall(预订宴会厅)/104 5.2 Case Study——Let's Start Over(案例分析——让我们重新来一次)/105 …… Module 5 Concierge Service 礼宾服务/107 Module 6 Business and Meeting Service 商务和会务服务/133 Module 7 Miscellaneous Services 其他服务/157 Module 8 Handling Complaints&Problems 处理投诉和问题/175 Module 9 Check out 结账离店/195 Appendix Ⅰ Glossary词汇表/215 Appendix Ⅱ Tapescripts录音材料/221 Appendix Ⅲ Key to the Exercises练习答案/246
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