- 作 者：李崇银主编
- 出 版 社：济南：济南出版社
- 出版年份：2005
- ISBN：7807101482
- 标注页数：255 页
- PDF页数：266 页
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Part l At the Front Desk 1
Lesson 1 Making a Reservation(Ⅰ) 1
Lesson 2 Making a Reservation(Ⅱ) 9
Lesson 3 At the Airport 15
Lesson 4 Reception 21
Lesson 5 Bell Service 28
Lesson 6 Information Desk 36
Lesson 7 Room Keys and Strongbox Service 43
Lesson 8 Room Cleaning 50
Part Ⅱ Housekeeping Service 50
Lesson 9 Solving the Problems of the Guests 56
Lesson 10 Mail Service 63
Lesson 11 Dealing with Complaints of the Guests 70
Lesson 12 Laundry Service(Ⅰ) 77
Lesson 13 Laundry Service(Ⅱ) 84
Lesson 14 Asking for Compensation 91
Lesson 15 Lost and Found 98
Lesson 16 Currency Exchange 105
Lesson 17 Helping the Guest Solve Problems 112
Lesson 18 Special Service 119
Lesson 19 Incoming Calls(Ⅰ) 126
Part Ⅲ Telephone Keyboard 126
Lesson 20 Incoming Calls(Ⅱ) 133
Lesson 21 Outgoing Calls 140
Part Ⅳ Food and Beverage Service 147
Lesson 22 Booking Service 147
Lesson 23 Serving the Guest 154
Lesson 24 Taking the Order 161
Lesson 25 Introducing and Recommending the Dishes 167
Lesson 26 Serving the Guest 174
Lesson 27 Reservation of Meals 181
Lesson 28 Sending Food to the Guest's Room 188
Lesson 29 Clearing up Misunderstandings 195
Lesson 30 Paying the Bill 202
PartⅤ In the Shopping Centre 208
Lesson 31 Buying Valuables 208
Lesson 32 Buying Clothing 216
Lesson 33 Promotion ofCommodities 224
Part Ⅵ In the Recreation Centre 231
Lesson 34 Indoors Spots 231
Lesson 35 Swimming and Bathing 239
Lesson 36 In the Beauty Salon 247
后记 255