饭店服务实用英语
2011-9
旅游教育
上海旅游行业饭店职业能力认证系列教材委会
223
《上海旅游行业饭店职业能力认证系列教材：饭店服务实用英语》分前厅服务篇、客房服务篇、餐饮服务篇、附录篇四部分，主要内容包括：前厅部运作、话务员与电话服务、客房预订、接待与入住登记、收款与退房等。
前厅服务篇 Chapter 1 Front Office Operation前厅部运作 Unit 1 Front Office Operation前厅部运作 Chapter 2 Operator and Phone话务员与电话服务 Unit 1 Directing Inquiries and Requests处理问讯与要求 Unit 2 Taking Messages留言服务 Unit 3 Wake-up Call Service叫醒服务 Chapter 3 Room Reservations客房预订 Unit 1 Reservation预订 Unit 2 Up—selling Rooms客房增销 Unit 3 Reservation Amendments变更预订 Chapter 4 Rece}ption and Check—in接待与入住登记 Unit 1 Normal Check-in常规人住登记 Unit 2 Late Checkin and Walkin Checkin延迟入住与散客入住登记 Unit 3 VIP Check-in贵宾入住登记 Chapter 5 Concierge Service礼宾服务 Unit 1 Information Inquiries信息问讯 Unit 2 Baggage Service行李服务 Unit 3 Ticket Service票务服务 Chapter 6 Cashier and Check—out收款与退房 Unit 1 Check—out退房 Unit 2 Payment Methods--Cash or Card支付方式——现金或刷卡 Unit 3 Foreign Currency Exchange外币兑换客房服务篇 Chapter 1 Housekeeping Operation客房部运作 Unit 1 Housekeeping Operation客房部运作 Chapter 2 Room Cleaning Service客房清洁服务 Unit 1 Regular Cleaning常规客房清洁 Unit 2 Turn—down Service开夜床服务 Chapter 3 Facilities Maintenance and Repair设施维护与维修 Unit 1 Facilities for the Handicapped残障人士专用设施 Unit 2 Facilities Problems设施故障 Unit 3 Finding Facilities Problems in Guest Rooms 在客房发现设施问题 Chapter 4 Laund Service洗衣服务 Unit 1 Laundry Collecting收衣服务 Unit 2 Returning the Laundry送衣服务 Chapter 5 Other Housekeeping Services其他客房服务 Unit 1 Loaning Items借用物品 Unit 2 Public Areas公共区域餐饮服务篇 Chapter 1 Restaurant Operation餐厅运作 Unit 1 Restaurant Operation餐厅运作 Chapter 2 Reservations and Seating Guests预订与领位 Unit 1 Table Reservations餐位预订 Unit 2 Seating Guests领位 Chapter 3 Taking Orders and Serving Food点餐与上菜 Unit 1 Taking Chinese Food Orders中餐点餐服务 Unit 2 Taking Western Food Orders西餐点餐服务 Unit 3 Serving Dishes to Individuals 上菜服务 Unit 4 Serving Wine to Individuals上酒服务 Chapter 4 Bar Service酒吧服务 Unit 1 Alcoholic Beverages含酒精饮品 Unit 2 Soft Drinks软饮料 Chapter 5 Settling the Bill收款结账 Unit 1 F&B Payment Methods餐饮费支付方式 Unit 2 Settling Bill Problems解决账单问题 Chapter 6 Room Service客房送餐服务 Unit 1 Taking Room Service Orders客房送餐预订 Unit 2 Delivering the Food送餐进房附录篇 Appendix 1 Frequent Problems in Customer Service对客服务中的常见问题及处理 Case 1 Frequent Problems at Front Desk前台常见问题及处理 Case 2 Frequent Problems with Guest Rooms客房常见问题及处理 Case 3 Frequent Problems with F&B Service餐饮服务常见问题及处理 Appendix 2 Information for Traveling in Different Countries不同国度旅游资讯 Reading 1 Japan 日本 Reading 2 India印度 Reading 3 Eastern USA美国东部 Reading 4 Central and Western USA美国中西部 Reading 5 France法国 Reading 6 Germany德国
