“新標(biāo)準(zhǔn)”酒店崗位英語(yǔ)：前臺(tái)接待員和總機(jī)接線員崗位英語(yǔ)（附光盤）
定 價(jià)：35 元
- 作者：姜玲 編
- 出版時(shí)間：2007/8/1
- ISBN：9787563714834
- 出 版 社：旅游教育出版社
- 中圖法分類：H319.9
- 頁(yè)碼：292
- 紙張：膠版紙
- 版次：1
- 開本：
本書的特點(diǎn)在于專業(yè)實(shí)用，通俗易懂，圖文并茂，構(gòu)思巧妙，內(nèi)容豐富，集知識(shí)性、操作性及趣味性于一體。書中英語(yǔ)用法準(zhǔn)確，還配有圖片和練習(xí)，學(xué)員可以通過(guò)課后練習(xí)鞏固學(xué)到的知識(shí)。它是酒店員工難得的工作圖書、英語(yǔ)培訓(xùn)教科書，也是對(duì)酒店工作感興趣人士的趣味讀物。
本書淺顯易懂，由淺入深，員工能夠循序漸進(jìn)地學(xué)習(xí)并掌握日常工作需要用到的英語(yǔ)知識(shí)。
《前臺(tái)接待員和總機(jī)接線員崗位英語(yǔ)》淺顯易懂，由淺入深，員工能夠循序漸進(jìn)地學(xué)習(xí)并掌握日常工作需要用到的英語(yǔ)知識(shí)。
姜玲女士，高級(jí)經(jīng)濟(jì)師，經(jīng)濟(jì)學(xué)碩士，博士在讀；美國(guó)注冊(cè)高級(jí)教育導(dǎo)師CHE，高級(jí)職業(yè)經(jīng)理人CHA，高級(jí)培訓(xùn)師CHT。曾在奧地利、新加坡、美國(guó)等地接受酒店管理培訓(xùn)�，F(xiàn)任中國(guó)及美國(guó)新博亞首席培訓(xùn)師，中國(guó)飯店協(xié)會(huì)、新加坡君華酒店集團(tuán)、北京時(shí)代光華、海南海航酒店集團(tuán)、上海如家連鎖等集團(tuán)的特邀培訓(xùn)師。
Part One IAmaReceptionist
Unit 1 I Am a Receptionist
A. WhoAm I?
B. My Responsibilities
C. 1 Love My Job
Unit2 This Is Our Hotel
A. Facilities
B. Departments
Unit3 WeAre a Team
A. The Secrets of Successful Hotels
B. IAm a Team Member
C. I Am Here
D. They Are My Co-workers
Unit4 Front Desk Equipment
A. Front Desk Equipment
B. Front Desk Computer System
C. Front Desk Printer
D. Fax Machine
E. Photocopy Machine
Unit5 Telephone System
A. Incoming Calls
B. Outgoing Calls
Unit6 Cheek in
A. Greeting Guests
B. With Reservation
C. Without Reservation
D. Assigning Rooms
E. Issuing Room Keys
Unit7 Sales Techniques
A. Up-selling Guestrooms
B. Recommending Restaurants
C. Suggesting Promotional Packages
Unit8 Guest Charges
A. Point-of-sale Equipment
B. Guest Account
Unit9 Wake-up Calls
A. Wake-up Call Request
B. Manual Wake-up Calls
C. Calls not Answered
UnitlO Checkout
A. Reviewing the Charges
B. Setlling the Payment
C. Offering Services
Unit 11 Keeping the Front Desk Clean and Tidy
A. Filing while Working
B. Cleaning while Working
Keys
Vocabulary
Part Two I Am a Switchboard Operator
Unit1 I Am a Switchboard Operator
Unit2 This Is Ourttotel
Unit3 WeAreaTeam
Unit4 Transferring Calls
Uint5 Responding to Inquiries
Unit6 Giving Directions
Unit7 Telephone Calls
Unit8 Wake-up Calls
Unit9 Handling Guest Complaints
Unit 10 Responding to Fire Alarm
Unit 11 Responding to Emergencies
Unit 12 Eyacuatinothe Hotel
References
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