Part 1 Reservation Department預訂部 Unit 1 Room Reservation客房預訂 Unit 2 Change Reservation更改預訂 Unit 3 Cancel Reservation取消預訂 Unit 4 Group Reservation團隊預訂 Part 2 Concierge Service禮賓服務 Unit 5 Welcoming Guests迎賓 Unit 6 Baggage Service行李服務 Unit 7 At the Cloakroom在寄存處 Unit 8 Introducing the Hotel Service介紹酒店服務 Part 3 Front Office 前臺 Unit 9 Reception／Check in接待／入住登記 Unit 10 Foreign Currency Exchange外幣兌換 Unit 11 Check out結賬退房 Unit 12 Settling Guests' Complaints處理顧客投訴 Part 4 Switchboard總機服務 Unit 13 Telephone Etiquette電話禮儀 Unit 14 Wake-UP Service叫醒服務 Unit 15 Phone Transferring轉接電話服務 Unit 16 Paging．a(chǎn) Guest傳呼客人 Unit 17 International and Domestic Long-Distance Calls撥打國際國內(nèi)長途 Part 5 Housekeeping Department客房部 Unit 18 Room Cleaning清理房間 Unit 19 Turn-Down Service做晚床服務 Unit 20 Laundry Service洗衣服務 Unit 21 Settling Guests' Complaints處理顧客投訴 Part 6 Business Center商務中心 Unit 22 Printing & Copying Service and Using the Internet打印、復印服務和使用網(wǎng)絡 Unit 23 Sending & Receiving Faxes發(fā)送、接收傳真 Unit 24 Booking and Tourism預訂和旅游 Part 7 Food and Beverage Department餐飲部 Unit 25 At a Chinese Restaurant在中餐廳 Unit 26 At a Western Restaurant在西餐廳 Unit 27 At the Care在咖啡廳 Unit 28 Settling Guests' Complaints處理顧客投訴 Part 8 Shopping&Recreation Center購物和娛樂中心 Unit 29 Shopping購物 Unit 30 Recreation Center娛樂中心- Unit 31 Beauty Salon美容 Unit 32 Hair Salon美發(fā) Appendix附錄 Appendix 1 Words詞匯表 Appendix 2 Abbreviation首字母縮略詞 Appendix 3 Organization Chart of Hotel Management酒店管理組織結構圖 Appendix 4 Expressions for Hotel Introduction常見酒店類型的英文表達 Appendix 5 Room Tariff Sample酒店房費單樣板 Appendix 6 Directory酒店服務指南 Appendix 7 Western-Style Food Tableware西餐餐具擺放 Appendix 8 Facilities in Hotels酒店常見設施名稱-¨ Appendix 9 Public Notice in Hotels酒店告示常用語 Appendix 10 Names，Abbreviations，Telephone Codes of Countries and Regions常用國家或地區(qū)域名縮寫、電話代碼 Appendix 11 Name，Symbol or Abbreviation of Common Currencies常用國家貨幣名稱及貨幣的英文代號 Appendix 12 Traditional Festivals中西方重要傳統(tǒng)節(jié)日 Appendix 13 Telephone酒店電話服務常用語 后記 參考文獻
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