Part 1 Reservation Department预订部
Unit 1 Room Reservation客房预订
Unit 2 Change Reservation更改预订
Unit 3 Cancel Reservation取消预订
Unit 4 Group Reservation团队预订
Part 2 Concierge Service礼宾服务
Unit 5 Welcoming Guests迎宾
Unit 6 Baggage Service行李服务
Unit 7 At the Cloakroom在寄存处
Unit 8 Introducing the Hotel Service介绍酒店服务
Part 3 Front Office 前台
Unit 9 Reception／Check in接待／入住登记
Unit 10 Foreign Currency Exchange外币兑换
Unit 11 Check out结账退房
Unit 12 Settling Guests' Complaints处理顾客投诉
Part 4 Switchboard总机服务
Unit 13 Telephone Etiquette电话礼仪
Unit 14 Wake-UP Service叫醒服务
Unit 15 Phone Transferring转接电话服务
Unit 16 Paging．a Guest传呼客人
Unit 17 International and Domestic Long-Distance Calls拨打国际国内长途
Part 5 Housekeeping Department客房部
Unit 18 Room Cleaning清理房间
Unit 19 Turn-Down Service做晚床服务
Unit 20 Laundry Service洗衣服务
Unit 21 Settling Guests' Complaints处理顾客投诉
Part 6 Business Center商务中心
Unit 22 Printing & Copying Service and Using the Internet打印、复印服务和使用网络
Unit 23 Sending & Receiving Faxes发送、接收传真
Unit 24 Booking and Tourism预订和旅游
Part 7 Food and Beverage Department餐饮部
Unit 25 At a Chinese Restaurant在中餐厅
Unit 26 At a Western Restaurant在西餐厅
Unit 27 At the Care在咖啡厅
Unit 28 Settling Guests' Complaints处理顾客投诉
Part 8 Shopping&Recreation Center购物和娱乐中心
Unit 29 Shopping购物
Unit 30 Recreation Center娱乐中心-
Unit 31 Beauty Salon美容
Unit 32 Hair Salon美发
Appendix附录
Appendix 1 Words词汇表
Appendix 2 Abbreviation首字母缩略词
Appendix 3 Organization Chart of Hotel Management酒店管理组织结构图
Appendix 4 Expressions for Hotel Introduction常见酒店类型的英文表达
Appendix 5 Room Tariff Sample酒店房费单样板
Appendix 6 Directory酒店服务指南
Appendix 7 Western-Style Food Tableware西餐餐具摆放
Appendix 8 Facilities in Hotels酒店常见设施名称-¨
Appendix 9 Public Notice in Hotels酒店告示常用语
Appendix 10 Names，Abbreviations，Telephone Codes of Countries and Regions常用国家或地区域名缩写、电话代码
Appendix 11 Name，Symbol or Abbreviation of Common Currencies常用国家货币名称及货币的英文代号
Appendix 12 Traditional Festivals中西方重要传统节日
Appendix 13 Telephone酒店电话服务常用语
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