前廳部 Front Office Department

酒店預(yù)訂 Reservation

Topic 1 酒店位置及交通路線 Hotel Location and Transportation Route / 004

Topic 2 預(yù)訂房間 Booking a Room / 008

Topic 3 團隊預(yù)訂 Group Reservation / 012

Topic 4 變更預(yù)訂 Revising Reservation / 016

Topic 5 取消預(yù)訂 Cancelling Reservation / 020

登記入住 Check-In Service

Topic 6 預(yù)訂客人登記入住 Checking-In Guests with Reservations / 024

Topic 7 團隊登記入住 Checking-In Groups / 028

Topic 8 無預(yù)訂客人登記入住 Checking-In Walk-In Guests / 034

Topic 9 酒店客滿 Hotel Full / 038

迎接客人 Welcoming Service

Topic 10 機場接客 Receiving a Guest at the Airport / 042

Topic 11 停車服務(wù) Parking Service / 046

Topic 12 到店接待 Receiving Guests / 050

Topic 13 行李生服務(wù) Bellboy Service / 054

Topic 14 寄存服務(wù) Depositing Service / 058

Topic 15 領(lǐng)取行李 Collecting Bags / 062

前臺其他服務(wù) Other Services of the Front Office Department

Topic 16 電話服務(wù) Telephone Service / 066

Topic 17 留言服務(wù) Message Service / 070

Topic 18 出租車服務(wù) Calling a Taxi / 074

Topic 19 票務(wù)服務(wù) Ticket Service / 078

Topic 20 外幣兌換 Foreign Currency Exchange / 082

Topic 21 失物招領(lǐng) Lost and Found Service / 088

Topic 22 托嬰服務(wù) Baby-Sitting Service / 092

Topic 23 結(jié)賬退房 Checking-Out / 096

Topic 24 賬單問題 Bill Problems / 100

Topic 25 處理投訴 Settling Complaints / 104

客房部 Housekeeping Department

酒店住宿 Hotel Accommodation

Topic 26 帶客進房 Guiding Guests into the Room / 112

Topic 27 客房設(shè)施 Room Facilities / 118

Topic 28 酒店設(shè)施 Hotel Facilities / 122

Topic 29 日常服務(wù) Daily Service / 128

Topic 30 房間清潔 Room Cleaning / 132

Topic 31 延時住宿 Extending the Stay / 136

Topic 32 更換客房 Changing the Room / 140

Topic 33 加床服務(wù) Extra Bed Service / 146

Topic 34 客房服務(wù) Room Service / 150

客房部其他服務(wù) Other Services Provided by the Housekeeping Department

Topic 35 叫醒服務(wù) Wake-Up Service / 154

Topic 36 維修服務(wù) Maintenance Service / 158

Topic 37 洗衣服務(wù) Laundry Service / 162

Topic 38 縫紉服務(wù) Tailoring Service / 168

Topic 39 醫(yī)療服務(wù) Medical Service / 174

Topic 40 索取物品 Making Requests / 178

Topic 41 代客購物 Valet Shopping / 182

Topic 42 物品損壞問題 Damaged Goods / 186

Topic 43 緊急情況處理 Dealing with Emergency / 190

餐飲部 Food and Beverage Department

餐前服務(wù) Services Before Meal

Topic 44 餐位預(yù)訂 Table Reservation / 198

Topic 45 包間預(yù)訂 Booking a Private Room / 202

Topic 46 宴會預(yù)訂 Banquet Reservation / 206

Topic 47 餐廳客滿 Fully Booked / 212

Topic 48 引客入位 Guiding Guests / 216

進餐 Having Dinner

Topic 49 介紹菜品 Introducing Food / 220

Topic 50 推薦特色菜肴 Recommending Dishes / 224

Topic 51 用餐禮儀 Table Manners / 228

Topic 52 點菜 Ordering Dishes / 234

Topic 53 西餐點餐 Ordering Western Food / 238

Topic 54 中餐點餐 Ordering Chinese Food / 242

Topic 55 日/韓餐點餐 Ordering Japanese or Korean Food / 246

Topic 56 點菜特殊要求 Special Requirements in Ordering / 250

Topic 57 上菜服務(wù) Serving Dishes / 254

Topic 58 自助餐 Buffet / 258

Topic 59 更換餐具 Asking for Stuff During Meal / 262

Topic 60 添加飯菜 Ordering More Food / 266

Topic 61 上錯菜 Serving Wrong Dishes / 270

Topic 62 催菜 Hurrying Up Dishes / 274

Topic 63 點甜點 Ordering Disserts / 280

Topic 64 快餐服務(wù) Fast Food Service / 284

Topic 65 餐后服務(wù) Service After Meal / 288

Topic 66 征求意見 Consulting Comments of the Meal / 290

Topic 67 抱怨菜品 Complaints About the Dishes / 294

Topic 68 抱怨服務(wù)和環(huán)境 Complaints About the Dinning Service and Environment / 298

Topic 69 處理抱怨 Dealing with the Complaints of the Customers / 302

用餐結(jié)賬及其他事宜 Paying Bill and Other Services

Topic 70 餐廳結(jié)賬 Paying the Bill / 306

Topic 71 賬單出錯 Mistakes in the Bill / 312

Topic 72 贈予小費 Tipping / 316

Topic 73 剩菜打包 Getting a Doggie Bag / 320

Topic 74 送客服務(wù) Seeing a Guest Out / 324

Topic 75 外賣服務(wù) Delivery Service / 328

Topic 76 休閑茶座 In the Teahouse / 332

Topic 77 在咖啡廳 In the Café / 338

Topic 78 酒吧小酌 At the Bar / 344

Business Center 商務(wù)中心

Topic 79 會議服務(wù) Conference Service / 354

Topic 80 展覽服務(wù) Exhibition Service / 360

Topic 81 通信服務(wù) Communication Service / 364

Topic 82 文件服務(wù) Secretary Service / 368

Topic 83 網(wǎng)絡(luò)和電子郵件服務(wù) Internet and Email Service / 372

Topic 84 郵政服務(wù) Mail Service / 376

Topic 85 收發(fā)傳真 Sending and Distributing Fax / 382

Topic 86 翻譯服務(wù) Interpreting Service / 386

Topic 87 旅游信息服務(wù) Tourism Service / 392

Recreation and Entertainment Department 康樂中心

Topic 88 介紹設(shè)施 Introducing Gym Facilities / 400

Topic 89 健身房服務(wù) At the Gym / 404

Topic 90 游泳鍛煉 Swimming / 410

Topic 91 娛樂活動 Recreation / 416

Topic 92 美容 Facial Beauty / 422

Topic 93 美發(fā) Hairdressing / 426

Topic 94 網(wǎng)吧服務(wù) Net-bar Service / 432

Topic 95 桑拿和按摩 Sauna and Massage / 434

Shopping Center 購物中心

Topic 96 在日用品店 At the Daily Necessities Store / 442

Topic 97 在禮品店 At the Gift Shop / 446

Topic 98 在化妝品店 At the Cosmeics Shop / 452

Topic 99 在特色食品店 At the Store for Special Food / 458

Topic 100 在藥店 At the Pharmacy / 462

附錄 Appendix

附錄A　酒店主要部門一覽表 / 468

附錄B　酒店主要職位一覽表 / 468

附錄C　酒店標志文字一覽表 / 472

附錄D　酒店常用物品一覽表 / 477

附錄E　西餐主要菜名一覽表 / 482

附錄F　中餐主要菜名一覽表 / 493

附錄G　世界知名酒店集團 / 498