前廳服務篇 Chapter 1 Front Office Operation前廳部運作 Unit 1 Front Office Operation前廳部運作 Chapter 2 Operator and Phone話務員與電話服務 Unit 1 Directing Inquiries and Requests處理問訊與要求 Unit 2 Taking Messages留言服務 Unit 3 Wake-up Call Service叫醒服務 Chapter 3 Room Reservations客房預訂 Unit 1 Reservation預訂 Unit 2 Up—selling Rooms客房增銷 Unit 3 Reservation Amendments變更預訂 Chapter 4 Rece}ption and Check—in接待與入住登記 Unit 1 Normal Check-in常規人住登記 Unit 2 Late Checkin and Walkin Checkin延遲入住與散客入住登記 Unit 3 VIP Check-in貴賓入住登記 Chapter 5 Concierge Service禮賓服務 Unit 1 Information Inquiries信息問訊 Unit 2 Baggage Service行李服務 Unit 3 Ticket Service票務服務 Chapter 6 Cashier and Check—out收款與退房 Unit 1 Check—out退房 Unit 2 Payment Methods--Cash or Card支付方式——現金或刷卡 Unit 3 Foreign Currency Exchange外幣兌換 客房服務篇 Chapter 1 Housekeeping Operation客房部運作 Unit 1 Housekeeping Operation客房部運作 Chapter 2 Room Cleaning Service客房清潔服務 Unit 1 Regular Cleaning常規客房清潔 Unit 2 Turn—down Service開夜床服務 Chapter 3 Facilities Maintenance and Repair設施維護與維修 Unit 1 Facilities for the Handicapped殘障人士專用設施 Unit 2 Facilities Problems設施故障 Unit 3 Finding Facilities Problems in Guest Rooms 在客房發現設施問題 Chapter 4 Laund Service洗衣服務 Unit 1 Laundry Collecting收衣服務 Unit 2 Returning the Laundry送衣服務 Chapter 5 Other Housekeeping Services其他客房服務 Unit 1 Loaning Items借用物品 Unit 2 Public Areas公共區域 餐飲服務篇 Chapter 1 Restaurant Operation餐廳運作 Unit 1 Restaurant Operation餐廳運作 Chapter 2 Reservations and Seating Guests預訂與領位 Unit 1 Table Reservations餐位預訂 Unit 2 Seating Guests領位 Chapter 3 Taking Orders and Serving Food點餐與上菜 Unit 1 Taking Chinese Food Orders中餐點餐服務 Unit 2 Taking Western Food Orders西餐點餐服務 Unit 3 Serving Dishes to Individuals 上菜服務
Unit 4 Serving Wine to Individuals上酒服務 Chapter 4 Bar Service酒吧服務 Unit 1 Alcoholic Beverages含酒精飲品 Unit 2 Soft Drinks軟飲料 Chapter 5 Settling the Bill收款結賬 Unit 1 F&B Payment Methods餐飲費支付方式 Unit 2 Settling Bill Problems解決賬單問題 Chapter 6 Room Service客房送餐服務 Unit 1 Taking Room Service Orders客房送餐預訂 Unit 2 Delivering the Food送餐進房 附錄篇 Appendix 1 Frequent Problems in Customer Service對客服務中的常見問題及處理 Case 1 Frequent Problems at Front Desk前台常見問題及處理 Case 2 Frequent Problems with Guest Rooms客房常見問題及處理 Case 3 Frequent Problems with F&B Service餐飲服務常見問題及處理 Appendix 2 Information for Traveling in Different Countries不同國度旅遊資訊 Reading 1 Japan 日本 Reading 2 India印度 Reading 3 Eastern USA美國東部 Reading 4 Central and Western USA美國中西部 Reading 5 France法國 Reading 6 Germany德國
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