Front Office Department

前厅篇

Unit 0ne Room Reservation客房预订

　　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

Unit Two Hotel Check-in酒店入住登记

　　Lesson 6 Working as a Receptionist做一名前台接待员

　　Lesson 7 Checking in Guests with Reservations预订客人入住登记

　　Lesson 8 Checking in a Group 团队入住登记

　　Lesson 9 Checking in Walk—in Guests无预订客人入住登记

　　Lesson 10 Dealing with Check—in Disputes处理入住登记纠纷

Unit Three Concierge Service礼宾服务

　　Lesson 11 Hotel Facilities 酒店设施

　　Lesson 12 Bellboy Service行李生服务

　　Lesson 13 Running Errands for Guests为客人办事

　　Lesson 14 Helping with Flight Booking代订机票

　　Lesson 15 Hiring a Taxi租车服务

Unit Four Guest Service Center 宾客服务中心

　　Lesson 16 Working as a Telephone Operator做一名电话接线员

　　Lesson 17 Making DND设置“请勿打扰”服务

　　Lesson 18 Making a Long—distance Call拨打长途电话

　　Lesson 19 Making an In—house Phone Call拔打内部电话

　　Lesson 20 A Morning Wake—up Call 叫醒服务

Unit Five Handling Guest Complaints处理宾客投诉

　　Lesson 21 How to Deal with Complaints如何处理投诉

　　Lesson 22 Relocating Guests 换房间

　　Lesson 23 Complaints about Food and Service对食品及服务的投诉

　　Lesson 24 Handling Complaints about Laundry 处理洗衣服务的投诉

　　Lesson 25 Missing Valuables贵重物品遗失

Unit Six Checking Out结账离店

　　Lesson 26 Working as a Cashier做一名收银员

　　Lesson 27 Paying Hotel Bill in Cash现金付账

　　Lesson 28 Paying Hotel Bill by Credit Card信用卡付账

　　Lesson 29 Paying Hotel Bill with Traveler’S Checks旅行支票付账

　　Lesson 30 Mistakes on the Hotel Bill账单错误

Housekeeping D

客房篇

Unit Seven Room Cleaning 客房清扫

　　Lesson 31 The Hotel Guest Room酒店客房

　　Lesson 32 Postponing Room Cleaning推迟客房打扫服务

　　Lesson 33 Helping Guests with Special

　　帮助有特殊需求的客人

　　Lesson 34 Turn—down Service 开夜床服务

　　Lesson 35 An Improperly Cleaned Room未被打扫干净的房间

Unit Eight Laundry Service洗衣服务

　　Lesson 36 The Laundry List洗衣单

　　Lesson 37 Regular Laundry Service常规洗衣服务

　　Lesson 3 8 The Express Laundry Service快冼服务

　　Lesson 39 Misdirected Laundry衣物分送错误

　　Lesson 40 Laundry Damage送洗衣物受损

Unit Nine Guests’Requests客人的需求

　　Lesson 41 Being Friendly and Helpful友爱助人

　　Lesson 42 Obtaining Items借用物品

　　Lesson 43 Internet因特网

　　Lesson 44 Meeting Requirements 满足客人需求

　　Lesson 45 Dealing with Emergencies处理突发事件

Unit Ten Repair and Maintenance Service维修服务

　　Lesson 46 How May I Help You?我能帮您吗

　　Lesson 47 The Toilet Won’t Work抽水马桶有问题

　　Lesson 48 A Problem with the Air—conditioner处理空调问题

　　Lesson 49 The Bathroom Floor Is Flooded卫生间地面严重积水

　　Lesson 50 We Are Very Sorry我们深表歉意

Food&Beverage D

餐饮篇

Unit Eleven Restaurant Reservation&Welcoming Guests餐饮预订及迎宾

　　Lesson 5 l Greeting Guests迎宾

　　Lesson 52 Booking a Private Room预订包房

　　Lesson 53 Banquet Reservation宴会预订

　　Lesson 54 Seating Guests迎宾入座

　　Lesson 55 Our Restaurant Is Full餐位已满

Unit Twelve At the Chinese Restaurant 扭曳聚真

　　Lesson 56 Chinese Cuisine中国菜系

　　Lesson 57 Taking Orders点菜

　　Lesson 58 Sichuan Cuisine 川菜

　　Lesson 59 Misdirected Service 上错菜

　　Lesson 60 Signing the Bill单

Unit Thirteen At the Western Restaurant 在西餐厅

　　Lesson 61 Working in F&B Department在餐饮部工作

　　Lesson 62 Buffet Service 自助餐

　　Lesson 63 American Breakfast关式早餐

　　Lesson 64 Dinner a la Carte零点服务

　　Lesson 65 One Bill or Separate Bills?分单还是合?

Unit Fourteen At the Bar在酒吧

　　Lesson 66 What Would You Like to Drink?您想喝点什么

　　Lesson 67 A Glass of Fresh Orange Juice一杯鲜橙汁

　　Lesson 68 A Cup of Cappuccino卡布奇诺咖啡

　　Lesson 69 Recommending Drinks 推荐酒水

　　Lesson 70 Trying Local Beer品尝当地啤酒

Unit Fiheen Room Service客房送餐服务

　　Lesson 71 Room Service客房送餐服务

　　Lesson 72 Ordering Breakfast bv Phone 电话点餐

　　Lesson 73 A Fruit Platter水果盘

　　Lesson 74 Room Service Delay送餐服务延迟

　　Lesson 75 A Birthday Party 生日聚会

Miscellaneous De

其他部门篇

Unit Sixteen Business and Entertainment Services 商务及康乐服务

　　Lesson 76 At th