前厅部 Front Office Department
酒店预订 Reservation
Topic 1 酒店位置及交通路线 Hotel Location and Transportation Route 004
Topic 2 预订房间 Booking a Room 008
Topic 3 团队预订 Group Reservation 012
Topic 4 变更预订 Revising Reservation 016
Topic 5 取消预订 Cancelling Reservation 020
登记入住 Check-In Service
Topic 6 预订客人登记入住 Checking-In Guests with Reservations 024
Topic 7 团队登记入住 Checking-In Groups 028
Topic 8 无预订客人登记入住 Checking-In Walk-In Guests 034
Topic 9 酒店客满 Hotel Full 038
迎接客人 Welcoming Service
Topic 10 机场接客 Receiving a Guest at the Airport 042
Topic 11 停车服务 Parking Service 046
Topic 12 到店接待 Receiving Guests 050
Topic 13 行李生服务 Bellboy Service 054
Topic 14 寄存服务 Depositing Service 058
Topic 15 领取行李 Collecting Bags 062
前台其他服务 Other Services of the Front Office Department
Topic 16 电话服务 Telephone Service 066
Topic 17 留言服务 Message Service 070
Topic 18 出租车服务 Calling a Taxi 074
Topic 19 票务服务 Ticket Service 078
Topic 20 外币兑换 Foreign Currency Exchange 082
Topic 21 失物招领 Lost and Found Service 088
Topic 22 托婴服务 Baby-Sitting Service 092
Topic 23 结账退房 Checking-Out 096
Topic 24 账单问题 Bill Problems 100
Topic 25 处理投诉 Settling Complaints 104
客房部 Housekeeping Department
酒店住宿 Hotel Accommodation
Topic 26 带客进房 Guiding Guests into the Room 112
Topic 27 客房设施 Room Facilities 118
Topic 28 酒店设施 Hotel Facilities 122
Topic 29 日常服务 Daily Service 128
Topic 30 房间清洁 Room Cleaning 132
Topic 31 延时住宿 Extending the Stay 136
Topic 32 更换客房 Changing the Room 140
Topic 33 加床服务 Extra Bed Service 146
Topic 34 客房服务 Room Service 150
客房部其他服务 Other Services Provided by the Housekeeping Department
Topic 35 叫醒服务 Wake-Up Service 154
Topic 36 维修服务 Maintenance Service 158
Topic 37 洗衣服务 Laundry Service 162
Topic 38 缝纫服务 Tailoring Service 168
Topic 39 医疗服务 Medical Service 174
Topic 40 索取物品 Making Requests 178
Topic 41 代客购物 Valet Shopping 182
Topic 42 物品损坏问题 Damaged Goods 186
Topic 43 紧急情况处理 Dealing with Emergency 190
餐饮部 Food and Beverage Department
餐前服务 Services Before Meal
Topic 44 餐位预订 Table Reservation 198
Topic 45 包间预订 Booking a Private Room 202
Topic 46 宴会预订 Banquet Reservation 206
Topic 47 餐厅客满 Fully Booked 212
Topic 48 引客入位 Guiding Guests 216
进餐 Having Dinner
Topic 49 介绍菜品 Introducing Food 220
Topic 50 推荐特色菜肴 Recommending Dishes 224
Topic 51 用餐礼仪 Table Manners 228
Topic 52 点菜 Ordering Dishes 234
Topic 53 西餐点餐 Ordering Western Food 238
Topic 54 中餐点餐 Ordering Chinese Food 242
Topic 55 日韩餐点餐 Ordering Japanese or Korean Food 246
Topic 56 点菜特殊要求 Special Requirements in Ordering 250
Topic 57 上菜服务 Serving Dishes 254
Topic 58 自助餐 Buffet 258
Topic 59 更换餐具 Asking for Stuff During Meal 262
Topic 60 添加饭菜 Ordering More Food 266
Topic 61 上错菜 Serving Wrong Dishes 270
Topic 62 催菜 Hurrying Up Dishes 274
Topic 63 点甜点 Ordering Disserts 280
Topic 64 快餐服务 Fast Food Service 284
Topic 65 餐后服务 Service After Meal 288
Topic 66 征求意见 Consulting Comments of the Meal 290
Topic 67 抱怨菜品 Complaints About the Dishes 294
Topic 68 抱怨服务和环境 Complaints About the Dinning Service and Environment
298
Topic 69 处理抱怨 Dealing with the Complaints of the Customers 302
用餐结账及其他事宜 Paying Bill and Other Services
Topic 70 餐厅结账 Paying the Bill 306
Topic 71 账单出错 Mistakes in the Bill 312
Topic 72 赠予小费 Tipping 316
Topic 73 剩菜打包 Getting a Doggie Bag 320
Topic 74 送客服务 Seeing a Guest Out 324
Topic 75 外卖服务 Delivery Service 328
Topic 76 休闲茶座 In the Teahouse 332
Topic 77 在咖啡厅 In the Caf 338
Topic 78 酒吧小酌 At the Bar 344
Business Center 商务中心
Topic 79 会议服务 Conference Service 354
Topic 80 展览服务 Exhibition Service 360
Topic 81 通信服务 Communication Service 364
Topic 82 文件服务 Secretary Service 368
Topic 83 网络和电子邮件服务 Internet and Email Service 372
Topic 84 邮政服务 Mail Service 376
Topic 85 收发传真 Sending and Distributing Fax 382
Topic 86 翻译服务 Interpreting Service 386
Topic 87 旅游信息服务 Tourism Service 392
Recreation and Entertainment Department 康乐中心
Topic 88 介绍设施 Introducing Gym Facilities 400
Topic 89 健身房服务 At the Gym 404
Topic 90 游泳锻炼 Swimming 410
Topic 91 娱乐活动 Recreation 416
Topic 92 美容 Facial Beauty 422
Topic 93 美发 Hairdressing 426
Topic 94 网吧服务 Net-bar Service 432
Topic 95 桑拿和按摩 Sauna and Massage 434
Shopping Center 购物中心
Topic 96 在日用品店 At the Daily Necessities Store 442
Topic 97 在礼品店 At the Gift Shop 446
Topic 98 在化妆品店 At the Cosmeics Shop 452
Topic 99 在特色食品店 At the Store for Special Food 458
Topic 100 在药店 At the Pharmacy 462
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