实训模块一  饭店业须知Hospitality Industry ABCS

  技能实训1  饭店类型Hotel Types

  技能实训2  服务是什么what Is Service?

  技能实训3  客人类型Different Guests

实训模块二  前厅服务Front Office

  技能实训4  客房预订服务Room Reservation

  技能实训5  入住登记服务Check In

  技能实训6  礼宾服务The Concierge

  技能实训7  总机服务Operator

  技能实训8  外币兑换服务Foreign Currency Exchange

  技能实训9  结账退宿服务Check Out

  技能实训10  商务中心服务Business Center

实训模块三  客房服务Housekeeping

  技能实训11  打扫房间Cleaning the Room

  技能实训12  洗衣服务Laundry Service

  技能实训13  客房送餐服务Room Service

  技能实训14  维修服务Maintenance Service

实训模块四  餐饮服务Food and Beverage

  技能实训15  餐台预订Reservations

  技能实训16  餐厅迎客服务Receiving Diners

  技能实训17  中餐厅服务At a Chinese Restaurant

  技能实训18  西餐厅服务At a Western Restaurant

  技能实训19  早餐服务Breakfast Service

  技能实训20  酒吧服务At the Bar

  技能实训21  就餐礼仪Table Manners

实训模块五  康乐中心Recreation Center

  技能实训22  健身服务Gym Service

  技能实训23  美容美发服务Beauty Parlor Service

  技能实训24  桑拿服务Sauna Service

  技能实训25  娱乐服务Entertainment Service

实训模块六  购物服务Shopping Service

  技能实训26  旅游纪念品Souvenir

  技能实训27  当地特产Local Specialty

实训模块七  会展服务Convention and Exhibition

  技能实训28  会议服务Convention Service

  技能实训29  展览服务Exhibition Service

实训模块八  其他服务Other Services

  技能实训30  失物招领服务Lost and Found

  技能实训31  寄存服务Deposit Service

  技能实训32  介绍旅游信息Tourist Information

  技能实训33  托婴服务Baby—Sitting Service

实训模块九  投诉Complaints

  技能实训34  处理投诉Dealing with Complaints

  技能实训35  刁钻客人Difficult Guests

附录一  饭店日常英语100句

附录二  饭店常用词汇

附录三  饭店常用告示语

附录四  中餐特色菜肴

附录五  技能实训听力文本

参考文献