Part Ⅰ Front Off ice Department前廳篇 Unit One Room Reservation 客房預訂 視頻微課 Diff erent Types of Hotels 認知酒店類型 Lesson 1 Types of Hotel Accommodations 客房種類 Lesson 2 An FIT Reservation 散客預訂 Lesson 3 A Group Reservation 團體預訂 Lesson 4 Room Overbooking 客房超額預訂 Lesson 5 Revising the Reservation 變更預訂 Lesson 6 Deposit Required 預付定金 Unit Two Hotel Check-in 酒店入住登記 視頻微課 Hotel Check-in Kiosks 了解酒店自助辦理入住 Lesson 7 Working as a Receptionist 做一名前台接待員 Lesson 8 Checking in Guests with Reservations 預訂客人入住登記 Lesson 9 Checking in a Group 團隊入住登記 Lesson 10 Checking in Walk-in Guests 無預訂客人入住登記 Lesson 11 Dealing with Check-in Disputes 處理入住登記糾紛 Lesson 12 A Suite 套房 Unit Three Concierge Service 禮賓服務 視頻微課 The Trend of New Concierge in Hospitality 禮賓服務的新趨勢 Lesson 13 Hotel Facilities 酒店設施 Lesson 14 Bellboy Service 行李生服務 Lesson 15 Running Errands for Guests 為客人辦事 Lesson 16 Introducing Hotel Facilities 介紹酒店設施 Lesson 17 Hiring a Taxi 租車服務 Lesson 18 Tour Plans 旅行計劃 Unit Four Guest Service Center 賓客服務中心 視頻微課 Big Data in the Hospitality Industry大數據在酒店運營中的應用 Lesson 19 Working as a Telephone Operator 做一名電話接線員 Lesson 20 Making DND 設置「請勿打擾」服務 Lesson 21 Making a Long-distance Call 撥打長途電話 Lesson 22 Making an In-house Phone Call 撥打內部電話 Lesson 23 A Morning Wake-up Call 叫醒服務 Lesson 24 A Package 快件 Unit Five Handling Guest Complaints 處理賓客投訴 視頻微課 Instant Response to Feedback Online 線上評價的及時反饋 Lesson 25 How to Deal with Complaints 如何處理投訴 Lesson 26 Relocating Guests 換房間 Lesson 27 Complaints about Food and Service 對食品及服務的投訴 Lesson 28 Handling Complaints about Laundry 處理洗衣服務的投訴 Lesson 29 Missing Valuables 貴重物品遺失 Lesson 30 Restaurant Complaints 餐廳投訴 Unit Six Checking Out 結賬離店 視頻微課 e-CNY數字人民幣 Lesson 31 Working as a Cashier 做一名收銀員 Lesson 32 Paying Hotel Bill in Cash 現金付賬 Lesson 33 Paying Hotel Bill by Credit Card 信用卡付賬 Lesson 34 Paying Hotel Bill with Traveler』s Checks 旅行支票付賬 Lesson 35 Mistakes on the Hotel Bill 賬單錯誤 Lesson 36 Checking Out 離店結賬 Part Ⅱ Housekeeping
Unit Seven Room Cleaning客房清掃 視頻微課 Word Study：Check in/Check-in，SuitSuite易混詞解析 Lesson 37 The Hotel Guest Room酒店客房 Lesson 38 Postponing Room Cleaning推遲客房打掃服務 Lesson 39 Helping Guests with Special Requests幫助有特殊需求的客人 Lesson 40 Turn-down Service開夜床服務 Lesson 41 An Improperly Cleaned Room未被打掃乾淨的房間 Lesson 42 Room-Cleaning Service客房清潔服務 Unit Eight Laundry Service洗衣服務 視頻微課 How to Determine Linen Change Frequency in Hotels客房布草的更換頻率 Lesson 43 The Laundry List 洗衣單 Lesson 44 Regular Laundry Service常規洗衣服務 Lesson 45 The Express Laundry Service快洗服務 Lesson 46 Misdirected Laundry 衣物分送錯誤 Lesson 47 Laundry Damage送洗衣物受損 Lesson 48 Mending Service織補服務 Unit Nine Guests』Requests客人的需求 視頻微課 Robots in the Hospitality Industry酒店業中的機器人 Lesson 49 Being Friendly and Helpful友愛助人 Lesson 50 Obtaining Items借用物品 Lesson 5l Intemet網際網路 Lesson 52 Meeting Requirements滿足客人需求 Lesson 53 Dealing with Emergencies處理突發事件 Lesson 54 Helping Guests幫助客人 Unit Ten Repair and Maintenance Service維修服務 視頻微課 Smart Hotels智慧酒店 Lesson 55 How MaV I Help You?我能幫您嗎？ Lesson 56 The Toilet Won』t Work抽水馬桶有問題 Lesson 57 A Problem with the Air-conditioner處理空調問題 Lesson 58 The Bathroom Floor Is Flooded衛生間地面嚴重積水 Lesson 59 We Are Very Sorry我們深表歉意 Lesson 60 A Guest with a Laptop攜帶筆記本電腦的客人 Part Ⅲ Food＆Beverage Department餐飲篇 Unit Eleven Restaurant Reservation&Welcoming Guests餐飲預訂及迎賓 視頻微課 How to Make Hotels More Eco-friendly?酒店如何更環保？ Lesson 61 Greeting Guests迎賓 Lesson 62 Booking a Private Room預訂包房 Lesson 63 Banquet Reservation宴會預訂 Lesson 64 Seating Guests迎賓入座 Lesson 65 Our Restaurant Is Full餐位已滿 Lesson 66 Booking a Family Dinner預訂家宴 Unit Twe Ne At the Chinese Restaurant在中餐廳 視頻微課 Different Types of Drinking Water不同類型的飲用水 Lesson 67 Chinese Cuisine中國菜系 Lesson 68 Taking Orders點菜 Lesson 69 Sichuan Cuisine川菜 Lesson 70 Misdirected Service上錯菜 Lesson 71 Signing the Bill簽單 Lesson 72 Hot Pot火鍋 Unit Thirteen At the Western Restaurant在西餐廳
視頻微課 Robot Chefs機器人廚師 Lesson 73 Working in F&B Department在餐飲部工作 Lesson 74 Bufret Service自助餐 Lesson 75 American Breakfast美式早餐 Lesson 76 Dinner a la Carte零點服務 Lesson 77 One Bill or Separate Bills?分單還是合單？ Lesson 78 Eating at a Japanese Restaurant在日式餐廳就餐 Unit Fourteen At the Bar在酒吧189 視頻微課 Robot Bartenders機器人調酒師 Lesson 79 What Wlould You Like to Drink?您想喝點什麼？ Lesson 80 A Glass ofFresh Orange Juice一杯鮮橙汁 Lesson 81 A Cup ofCappuccino卡布奇諾咖啡 Lesson 82 Recommending Drinks推薦酒水 Lesson 83 Trying Local Beer品嘗當地啤酒 Lesson 84 Happy Hour歡樂時光 Unit Fifteen Room Service客房送餐服務 視頻微課 Changes on the Room Service Menu：More Healthy and Personalized客房菜單的改變：更健康更個性化 Lesson 85 Room Service客房送餐服務 Lesson 86 Ordering Breakfast by Phone電話點餐 Lesson 87 A Fruit Platter水果盤 Lesson 88 Room Service Delay送餐服務延遲 Lesson 89 ABirthday Party生日聚會 Lesson 90 No Room Service無送餐服務 Part Ⅳ Miscellaneous Departments其他部門篇 Unit Sixteen Business and Entertainment Services商務及康樂服務 視頻微課 Self-service Gym自助健身房 Lesson 9l At the Fitness Center在健身俱樂部 Lesson 92 At the Swimming Pool在游泳池 Lesson 93 At the Hotel Shop在酒店商場 Lesson 94 At the Business Center在商務中心 Lesson 95 Convention Service會議服務 Lesson 96 At the Gym在健身房
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