Part Ⅰ Front Off ice Department前厅篇
Unit One Room Reservation 客房预订
视频微课 Diff erent Types of Hotels 认知酒店类型
Lesson 1 Types of Hotel Accommodations 客房种类
Lesson 2 An FIT Reservation 散客预订
Lesson 3 A Group Reservation 团体预订
Lesson 4 Room Overbooking 客房超额预订
Lesson 5 Revising the Reservation 变更预订
Lesson 6 Deposit Required 预付定金
Unit Two Hotel Check-in 酒店入住登记
视频微课 Hotel Check-in Kiosks 了解酒店自助办理入住
Lesson 7 Working as a Receptionist 做一名前台接待员
Lesson 8 Checking in Guests with Reservations 预订客人入住登记
Lesson 9 Checking in a Group 团队入住登记
Lesson 10 Checking in Walk-in Guests 无预订客人入住登记
Lesson 11 Dealing with Check-in Disputes 处理入住登记纠纷
Lesson 12 A Suite 套房
Unit Three Concierge Service 礼宾服务
视频微课 The Trend of New Concierge in Hospitality 礼宾服务的新趋势
Lesson 13 Hotel Facilities 酒店设施
Lesson 14 Bellboy Service 行李生服务
Lesson 15 Running Errands for Guests 为客人办事
Lesson 16 Introducing Hotel Facilities 介绍酒店设施
Lesson 17 Hiring a Taxi 租车服务
Lesson 18 Tour Plans 旅行计划
Unit Four Guest Service Center 宾客服务中心
视频微课 Big Data in the Hospitality Industry大数据在酒店运营中的应用
Lesson 19 Working as a Telephone Operator 做一名电话接线员
Lesson 20 Making DND 设置“请勿打扰”服务
Lesson 21 Making a Long-distance Call 拨打长途电话
Lesson 22 Making an In-house Phone Call 拨打内部电话
Lesson 23 A Morning Wake-up Call 叫醒服务
Lesson 24 A Package 快件
Unit Five Handling Guest Complaints 处理宾客投诉
视频微课 Instant Response to Feedback Online 线上评价的及时反馈
Lesson 25 How to Deal with Complaints 如何处理投诉
Lesson 26 Relocating Guests 换房间
Lesson 27 Complaints about Food and Service 对食品及服务的投诉
Lesson 28 Handling Complaints about Laundry 处理洗衣服务的投诉
Lesson 29 Missing Valuables 贵重物品遗失
Lesson 30 Restaurant Complaints 餐厅投诉
Unit Six Checking Out 结账离店
视频微课 e-CNY 数字人民币
Lesson 31 Working as a Cashier 做一名收银员
Lesson 32 Paying Hotel Bill in Cash 现金付账
Lesson 33 Paying Hotel Bill by Credit Card 信用卡付账
Lesson 34 Paying Hotel Bill with Traveler’s Checks 旅行支票付账
Lesson 35 Mistakes on the Hotel Bill 账单错误
Lesson 36 Checking Out 离店结账
Part Ⅱ Housekeeping Department客房篇
Unit Seven Room Cleaning 客房清扫
视频微课 Word Study: Check in/Check-in， Suit/Suite 易混词解析
Lesson 37 The Hotel Guest Room 酒店客房
Lesson 38 Postponing Room Cleaning 推迟客房打扫服务
Lesson 39 Helping Guests with Special Requests帮助有特殊需求的客人
Lesson 40 Turn-down Service 开夜床服务
Lesson 41 An Improperly Cleaned Room 未被打扫干净的房间
Lesson 42 Room-Cleaning Service 客房清洁服务
Unit Eight Laundry Service 洗衣服务
视频微课 How to Determine Linen Change Frequency in Hotels客房布草的更换频率
Lesson 43 The Laundry List 洗衣单
Lesson 44 Regular Laundry Service 常规洗衣服务
Lesson 45 The Express Laundry Service 快洗服务
Lesson 46 Misdirected Laundry 衣物分送错误
Lesson 47 Laundry Damage 送洗衣物受损
Lesson 48 Mending Service 织补服务
Unit Nine Guests’ Requests 客人的需求
视频微课 Robots in the Hospitality Industry 酒店业中的机器人
Lesson 49 Being Friendly and Helpful 友爱助人
Lesson 50 Obtaining Items 借用物品
Lesson 51 Internet 因特网
Lesson 52 Meeting Requirements 满足客人需求
Lesson 53 Dealing with Emergencies 处理突发事件
Lesson 54 Helping Guests 帮助客人
Unit Ten Repair and Maintenance Service 维修服务
视频微课 Smart Hotels 智慧酒店
Lesson 55 How May I Help You 我能帮您吗
Lesson 56 The Toilet Won’t Work 抽水马桶有问题
Lesson 57 A Problem with the Air-conditioner 处理空调问题
Lesson 58 The Bathroom Floor Is Flooded 卫生间地面严重积水
Lesson 59 We Are Very Sorry 我们深表歉意
Lesson 60 A Guest with a Laptop 携带笔记本电脑的客人
Part Ⅲ Food & Beverage Department餐饮篇
Unit Eleven Restaurant Reservation & Welcoming Guests 餐饮预订及迎宾
视频微课 How to Make Hotels More Eco-friendly 酒店如何更环保？
Lesson 61 Greeting Guests 迎宾
Lesson 62 Booking a Private Room 预订包房
Lesson 63 Banquet Reservation 宴会预订
Lesson 64 Seating Guests 迎宾入座
Lesson 65 Our Restaurant Is Full 餐位已满
Lesson 66 Booking a Family Dinner 预订家宴
Unit Twelve At the Chinese Restaurant 在中餐厅
视频微课 Diff erent Types of Drinking Water 不同类型的饮用水
Lesson 67 Chinese Cuisine 中国菜系
Lesson 68 Taking Orders 点菜
Lesson 69 Sichuan Cuisine 川菜
Lesson 70 Misdirected Service 上错菜
Lesson 71 Signing the Bill 签单
Lesson 72 Hot Pot 火锅
Unit Thirteen At the Western Restaurant 在西餐厅
视频微课 Robot Chefs 机器人厨师
Lesson 73 Working in F&B Department 在餐饮部工作
Lesson 74 Buff et Service 自助餐
Lesson 75 American Breakfast 美式早餐
Lesson 76 Dinner à la Carte 零点服务
Lesson 77 One Bill or Separate Bills 分单还是合单？
Lesson 78 Eating at a Japanese Restaurant 在日式餐厅就餐
Unit Fourteen At the Bar 在酒吧
视频微课 Robot Bartenders 机器人调酒师
Lesson 79 What Would You Like to Drink 您想喝点什么？
Lesson 80 A Glass of Fresh Orange Juice 一杯鲜橙汁
Lesson 81 A Cup of Cappuccino 卡布奇诺咖啡
Lesson 82 Recommending Drinks 推荐酒水
Lesson 83 Trying Local Beer 品尝当地啤酒
Lesson 84 Happy Hour 欢乐时光
Unit Fifteen Room Service 客房送餐服务
视频微课 Changes on the Room Service Menu: More Healthy and Personalized客房菜单的改变：更健康更个性化
Lesson 85 Room Service 客房送餐服务
Lesson 86 Ordering Breakfast by Phone 电话点餐
Lesson 87 A Fruit Platter 水果盘
Lesson 88 Room Service Delay 送餐服务延迟
Lesson 89 A Birthday Party 生日聚会
Lesson 90 No Room Service 无送餐服务
Part Ⅳ Miscellaneous Departments 其他部门篇
Unit Sixteen Business and Entertainment Services 商务及康乐服务
视频微课 Self-service Gym 自助健身房
Lesson 91 At the Fitness Center 在健身俱乐部
Lesson 92 At the Swimming Pool 在游泳池
Lesson 93 At the Hotel Shop 在酒店商场
Lesson 94 At the Business Center 在商务中心
Lesson 95 Convention Service 会议服务
Lesson 96 At the Gym 在健身房
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