Module 1 Enquiries and Reservation咨询与预订 Oral Movement-Consonants(Ⅰ)语音练习――辅音(1) Part Ⅰ Categories of Hotels&Rooms酒店及房间类别 1.1 Types of Hotels(酒店类别) 1.2 Types of Rooms(房型) Part Ⅱ Which One to Choose?如何选择酒店? 2.1 Which Hotel Can Fit the Bill?(哪家酒店符合需求呢?) 2.2 What Should Be the Pick?(该如何挑选?) Part Ⅲ Making Enquiries and Reservation咨询与预订 3.1 Enquiries about the Hotel and the Rooms(酒店咨询) 3.2 Reserving the Hotel Room(预订酒店房间) Part Ⅳ Memo for the Module要点备忘 4.1 Key Words(关键词) 4.2 Key Points(相关情境表达) 4.3 Procedure of Room Reservations(房间预订流程) Part Ⅴ Extended Practice拓展练习 5.1 Why Hotel Apps?(为什么要使用专业的酒店应用程序?) 5.2 Case Study: Overbooking(案例分析:超预订)
Module 2 Reception接待 Oral Movement-Consonants(Ⅱ) 语音练习――辅音(2) Part Ⅰ Pick-up Service接机服务 1.1 Meeting Guests at the Airport(机场迎接) 1.2 0n the Way to the Hotel(前往酒店) Part Ⅱ Helping with the Luggage行李服务 2.1 I\'m a Good Porter(我是个称职的行李员) 2.2 May I Help with Your Luggage?(我来帮您拿行李吧) Part Ⅲ Checking in at the Reception Desk入住登记 3.1 Checking in Walk-in Guests(散客入住) 3.2 Checking in Guests with Reservations (为有预订的客人办理入住登记) Part Ⅳ Memo for the Module要点备忘 4.1 Key Words(关键词) 4.2 Key Points(相关情境表达) 4.3 Useful Forms(相关表格) 4.4 Procedure of Check-in(入住登记服务流程) Part Ⅴ Extended Practice拓展练习, 5.1 Five Reasons Your Hotel Should Have Self Check-in (酒店应提供入住登记自助服务的五个理由) 5.2 Case Study: A Night to Remember (案例分析:接待“郁闷的”客人) …… Module 3 Housekeeping Service客户服务 Module 4 Food & Beverage Services Module 5 Concierge Service礼宾服务 Module 6 Business and Meeting Service商务和会务服务 Module 7 Miscellaneous Services其他服务 Module 8 Handling Complaints & Problems处理投诉的问题 Module 9 Check-out结账离店 AppendixⅠGlossary词汇表 AppendixⅡ Tapescripts录音材料 Appendix Ⅲ Key to the Exercises练习答案
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