内容提要 《酒店英语视听说教程》的编写队伍中既有高校名师,也有海归硕士、企业精英。教材主编朱华为四川省高校教学名师、旅游管理专业和翻译专业硕士学位双导师,曾在国外游学10余年。编委中有酒店专业人士,曾在英国Crowne Plaza LondoShoreditch、美国德克萨斯Grand Hyatt Hotel和东莞松山湖凯悦大酒店前厅部担任主管和副经理等职,他们多年的教学实践和丰富的职场经验在一定程度上保证了教材编写内容、结构与酒店英语的专业性与规范性。 目录 Chapter 1 Reservation预定背景知识:OPERA ReservatioSystem ORS预订系统二r作场景:1.Acquiring ReservatioInformation获取预订信息2.Confirming a Reservation确认预定3.Taking DowDetails记录交易细节4.Keg Updates保持更新培训视频:How to Judge a Hotel by Its Website通过网站评价酒店员工职责:Job Descriptioof the Department本部员工职责描述增补练习:A Double Room双人房间Chapter 2 Registration入住登记/14背景知识:Front Desk前台工作场景:1.Greeting Guests问候客人2.Asking Methods of Payment询问支付方式3.Filling iRegistratioCard填写入住登记卡4.Bell Service行李搬运服务培训视频:How to Book the Best Hotel Room with Your Money? 如何花钱预订好的房间?员工职责:Job Descriptioof the Department本部员工职责描述增补练习:Don't Treat Us like We're a Couple of Fools 不要把我们当成一对大傻瓜Chapter 3 Concierge礼宾服务背景知识:Concierge礼宾工作场景:1.Greeting Guests and Unloading Luggage 问候客人和卸载行李2.Showing a Guest to the Room 带客人去房间3.Introducing Room Facilities to a Guest 向客人介绍房间设施4.Providing Tourists InformatiooGuest Request 为客人提供旅游信息培训视频:Hotel Concierge Service 酒店礼宾服务员工职责:Job Descriptioof the Department 本部员工职责描述增补练习:Smoking Rate Gets Smoker Irate 惹恼客人的吸烟费Chapter 4 Private Branch Exchange 总机背景知识:About Private Branch Exchange 总机简介工作场景:1.Answering and Transferring aExte:mal Call 接听并转接外部来电2.Answering and Transferring aInternal Call 接听并转接内部来电3.Answering General Inquiries 回答一般性问题4.Wake-up Calls 叫醒电话培训视频:ForbiddePhrase No.1 at PBX -“I Don't Know” 总机第一禁语——“我不知道”员工职责:Job Descriptioof the Department 本部员工职责描述增补练习:Why My Call Can't Get Through? 为什么我的电话打不通?Chapter 5 Checkout退房背景知识:Instructions to Checkout 退房须知工作场景:1.Checking Out FIT 为住店散客退房2.Checking Out VIP 为贵宾退房3.Checking Out Group Guests 为住店团队客人退房4.Handling Disputed Items 处理有争议的账目培训视频:Self Check-iand Checkout 自助登记人住和退房员工职责:Job Descriptioof the Department 本部员工职责描述增补练习:No Et 没有出口Chapter 6 Housekeg客房部Chapter 7 Food and Beverage Service餐饮服务Chapter 8 WesterFoods西式餐点Chapter 9 WesterBeverage西餐洒水Chapter 10 Chinese Foods中式餐点Chapter 11 Chinese Tea and Alcohol国茶和酒Chapter 12 Room Service送餐服务Chapter 13 Banquet Service宴会服务Chapter 14 Recreational Activities娱乐活动Chapter 15 Shopping Arcade购物中心Chapter 16 Complaints Settlement投诉处理Reference KeysAppendices参考文献后记 作者介绍
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