Chapter OneFront Office(Ⅰ)
 
实训模块一前台服务(一)
 
 
 
Unit 1Making Room Reservations
 
技能实训1客房预订服务
 
Practice 1Making an FIT Reservation
 
实训项目1散客预订
 
Practice 2Making a Group Reservation
 
实训项目2团队预订
 
Practice 3Changing a Reservation
 
实训项目3改变预订
 
Practice 4Cancelling a Reservation
 
实训项目4取消预订
 
Unit 2Checking In
 
技能实训2入住登记服务
 
Practice 1Checking In a Guest with a Reservation
 
实训项目1为预订的客人办理入住登记
 
Practice 2Checking In a Walkin Guest
 
实训项目2为无预订的客人办理入住登记
 
Practice 3Checking In a Group
 
实训项目3为团队客人办理入住登记
 
Practice 4Checking In  the Handicapped
 
实训项目4为残疾客人办理入住登记
 
Unit 3Extending the Stay and Changing the Room
 
技能实训3延宿和换房服务
 
Practice 1Extending the Stay
 
实训项目1延宿
 
Practice 2Changing Rooms
 
实训项目2换房
 
Case and Improvement： Thirteenth or Thirtieth
 
案例与提高：13号还是30号
Hotel Managers Comments
酒店经理点评
 
 
 
Chapter TwoFront Office(Ⅱ)
 
实训模块二前台服务(二)
 
 
 
Unit 4Dealing with a Complaint and on the Guests Request
 
技能实训4处理投诉和回应客人要求的服务
 
Practice 1Meeting the Guests Request
 
实训项目1满足客人要求
 
Practice 2Dealing with a Complaint
 
实训项目2处理投诉
 
Unit 5Foreign Currency Exchange
 
技能实训5外币兑换服务
 
Practice 1Changing Euros to  RMB
 
实训项目1欧元兑换人民币
 
Practice 2Going to the Bank of China for Changing
 
实训项目2到中国银行兑换
 
Unit 6Checking Out
 
技能实训6结账退宿服务
 
Practice 1Checking Out by Credit Card
 
实训项目1信用卡结账
 
Practice 2Checking Out in Cash
 
实训项目2现金结账
 
Practice 3Checking Out by Travelers Check
 
实训项目3旅行支票结账
 
Case and Improvement：  Sorry for Overcharging You
 
案例与提高：抱歉向您多收了钱
Hotel Managers Comments
酒店经理点评
 
 
 
Chapter ThreeConcierge
 
实训模块三礼 宾 服 务
 
 
Unit 7Accompanying the Guest
 
技能实训7陪送客人
 
Practice 1Accompanying the Guest to the Front Office
 
实训项目1陪送客人到前台
 
Practice 2Accompanying the Guest to the Room
 
实训项目2陪送客人去房间
 
Unit 8Introducing the Facilities and Services
 
技能实训8介绍设施和服务
 
Practice 1Introducing the Facilities and Services
 
实训项目1介绍设施和服务
 
Practice 2Introducing the Services to the Group
 
实训项目2向团队客人介绍服务安排
 
Unit 9Other Concierge Services
 
技能实训9其他礼宾服务
 
Practice 1Receiving a Guest at the Airport
 
实训项目1机场接客人
 
Practice 2Calling a Taxi for the Guest
 
实训项目2为客人叫出租车
 
Practice 3Helping the Guest with the Luggage
 
实训项目3为客人搬运和保管行李
 
Case and Improvement： Birthday Cake and Marigold，Birthday Cards and Flowers
 
案例与提高：生日蛋糕和万寿菊，生日贺卡和鲜花
Hotel Managers Comments
酒店经理点评
 
 
 
 
Chapter FourHousekeeping(Ⅰ)
 
实训模块四客房服务(一)
 
 
Unit 10Cleaning the Room
 
技能实训10打扫房间
 
Practice 1Cleaning the Room Now
 
实训项目1现在打扫房间
 
Practice 2What Time Can I Clean the Room
 
实训项目2什么时间可以打扫房间
 
Unit 11Turndown Service and Extending a Bed Service
 
技能实训11晚床服务和加床服务
 
PracticeTurning Down the Bed and Asking an Extra Bed
 
实训项目做晚床与要求加床
 
Unit 12Laundry Service
 
技能实训12洗衣服务
 
Practice 1Introducing Laundry Service
 
实训项目1介绍洗衣服务
 
Practice 2Quick Service
 
实训项目2快洗服务
 
 
 
 
Chapter FiveHousekeeping(Ⅱ)
 
实训模块五客房服务(二)
 
 
Unit 13Room Service
 
技能实训13客房送餐服务
 
Practice 1Booking the Room Service by Telephone
 
实训项目1客房电话送餐预订
 
Practice 2Sending the Ordered Breakfast to the Guests Room
 
实训项目2客房送早餐
 
Unit 14Maintenance Service
 
实训项目14维修服务
 
Practice 1Complaining About the Bathroom Problem
 
实训项目1卫生间设备问题投诉
 
Practice 2Repairing the Bathroom Facilities
 
实训项目2修理卫生间设备
 
Unit 15Other Housekeeping Services
 
技能实训15客房其他服务
 
Practice 1Showing  How to Use Electric Appliances
 
实训项目1教客人如何使用电器设备(设施)
 
Practice 2Showing How to Use the Room Safe
 
实训项目2教客人怎样使用保险箱
 
Case and Improvement： How to Create a Home Away from Home
 
案例与提高：怎样营造“家外之家”
Hotel Managers Comments
酒店经理点评
 
 
 
 
Chapter SixFood & Beverage
 
实训模块六餐 饮 服 务
 
 
Unit 16Table Reservation
 
技能实训16用餐预订服务
 
Practice 1Booking a Table
 
实训项目1餐台预订
 
 
Practice 2Booking a Private Room
 
实训项目2包房预订
 
Practice 3Reserving the Banquets
 
实训项目3宴会预订
 
Unit 17Serving in the Restaurant
 
技能实训17餐厅用餐服务
 
Practice 1Serving Breakfast
 
实训项目1早餐服务
 
Practice 2Serving the Buffet
 
实训项目2自助餐服务
 
Practice 3Serving Chinese Food
 
实训项目3中餐服务
 
Practice 4Serving  Western Food
 
实训项目4西餐服务
 
 
 
Chapter SevenBar Service
 
实训模块七酒 吧 服 务
 
 
Unit 18General Service
 
技能实训18常规服务
 
Practice 1Leading in the Guest
 
实训项目1领位
 
Practice 2Taking Orders and Serving Wines
 
实训项目2点餐和送酒服务
 
Practice 3Paying the Bill
 
实训项目3结账
 
Practice 4Communicating with the Guest
 
实训项目4与客人交流
 
Unit 19Dealing with Unexpected Events
 
技能实训19应对突发事件
 
Practice 1Handling a Complaint About Bar Service
 
实训项目1处理酒吧服务投诉
 
Practice 2Handling a Drunken Guest
 
实训项目2应对醉酒客人
 
Case and Improvement： The Icecold Beer
 
案例与提高：冰镇啤酒
Hotel Managers Comments
酒店经理点评
 
 
Chapter EightTelephone
 
实训模块八总 机 服 务
 
 
Unit 20Telephone Operator
 
技能实训20转接电话
 
Practice 1Making an International Call
 
实训项目1打国际长途
 
Practice 2Connecting an Incoming Call
 
实训项目2外线电话的处理(接进)
 
Practice 3Connecting an Outgoing Call
 
实训项目3外线电话的处理(打出)
 
Unit 21Other Services
 
技能实训21其他服务
 
Practice 1Connecting RoomtoRoom Calls
 
实训项目1客房间的通话
 
Practice 2Wakeup Call
 
实训项目2预订叫醒电话
 
Practice 3Taking the Message
 
实训项目3电话留言
 
Case and Improvement：The Hotel Operator Refused to Serve Her Guest
 
案例与提高：酒店总机拒绝为客人服务
Hotel Managers Comments
酒店经理点评
 
 
Chapter NineBusiness Center （Ⅰ）
 
实训模块九商务中心服务（一）
 
 
Unit 22Secretarial Services
 
技能实训22文秘服务
 
Practice 1Printing and Copying
 
实训项目1 打印和复印
 
Practice 2Scanning and Photo Processing
 
实训项目2扫描和图像处理
 
Practice 3Arranging Translation and Interpretation
 
实训项目3 安排笔译和口译
 
Unit 23Fax and Express Services
 
技能实训23传真和快递服务
 
Practice 1Sending and Receiving Fax
 
实训项目1 发送和接收传真
 
Practice 2Sending and Receiving Packages
 
实训项目2 发送和接收包裹
 
 
Chapter TenBusiness Center （Ⅱ）
 
实训模块十商务中心服务 （二）
 
 
Unit 24Tickets Booking Services
 
技能实训24票务服务
 
Practice 1Booking Air Tickets Online
 
实训项目1网上订机票
 
Practice 2Ordering Group Tickets
 
实训项目2订购团体票
 
Unit 25Office Facilities Services
 
技能实训25办公设施服务
 
Practice 1Renting Meeting Room and Equipment
 
实训项目1 出租会议室及设备
 
Practice 2Accessing the Internet
 
实训项目2 接入互联网
 
Case and Improvement： Fail to Deliver the Fax in Time
 
案例与提高：传真未及时送达
Hotel Managers Comments
酒店经理点评
 
 
Chapter ElevenHealth and Recreation
 
实训模块十一康 乐 服 务
 
 
Unit 26Health Care Services
 
技能实训26保健服务
 
Practice 1Enjoying Spa Treatment
 
实训项目1享受温泉水疗
 
Practice 2Experiencing Chinese Physiotherapy
 
实训项目2体验中医理疗
 
Unit 27Fitness Services
 
技能实训27健身服务
 
Practice 1Having a Swim
 
实训项目1 游泳
 
Practice 2Playing Bowling
 
实训项目2打保龄球
 
Unit 28Entertainment Services
 
技能实训28娱乐服务
 
Practice 1Chess & Card Services
 
实训项目1棋牌服务
 
Practice 2Singing in KTV
 
实训项目2 KTV服务
 
Case and Improvement：Who Will Pay the Bill
 
案例与提高： 谁来买单
Hotel Managers Comments
酒店经理点评
 
 
Chapter TwelveConvention and Exhibition Services
 
实训模块十二会  展 服 务
 
 
Unit 29Convention Service
 
技能实训29会议服务
 
Practice 1Reserving a Conference
 
实训项目1预订会议
 
Practice 2Discussing with the Conference Planner
 
实训项目2与会议策划者商议
 
Practice 3Registering for  Conference
 
实训项目3会议报到服务
 
Unit 30Exhibition Service
 
技能实训30展览服务
 
Practice 1Reserving an Exhibition
 
实训项目1预订展览
 
Practice 2Setting Up an Exhibition
 
实训项目2 布展
 
Case and Improvement：Meeting the Guests Urgent Needs
 
案例与提高：满足客人急需
Hotel Managers Comments
酒店经理点评
 
 
 
Chapter ThirteenShopping Service
 
实训模块十三购 物 服 务
 
 
Unit 31Shopping(Ⅰ)
 
技能实训31购物(一)
 
Practice 1At the Jewelry and Crafts Shop
 
实训项目1在珠宝工艺品部
 
Practice 2At the Textiles and Knitwear Shop
 
实训项目2在丝绸纺织品部
 
 
 
Unit 32Shopping(Ⅱ)
 
技能实训32购物(二)
 
Practice 1At the Chinese Arts and Stationery Shop
 
实训项目1在中国书画部
 
Practice 2At the Chinese Tea Counter
 
实训项目2在中国茶品部
 
 
 
 
Chapter FourteenOther Services
 
实训模块十四其 他 服 务
 
 
Unit 33Lost and Found Service
 
技能实训33失物招领服务
 
Practice 1Reporting the Lost Property
 
实训项目1报失
 
Practice 2Claiming the Property
 
实训项目2失物认领
 
Practice 3Mailing the Property
 
实训项目3失物邮递
 
Unit 34Ｓafekeeping Service
 
技能实训34寄存服务
 
Practice 1Depositing the Luggage
 
实训项目1寄存行李
 
Practice 2Depositing the Valuables
 
实训项目2寄存贵重物品
 
Unit 35Introducing Tourism Information
 
技能实训35介绍旅游信息
 
Practice 1Recommending Tourism Spots
 
实训项目1推荐景点
 
Practice 2Showing the Way
 
实训项目2指路
 
Unit 36The Babysitting Service
 
技能实训36托婴服务
 
PracticeBabysitting Service
 
实训项目托婴服务
 
Case and Improvement：A Lost Purse
 
案例与提高：丢失的皮夹
Hotel Managers Comments
酒店经理点评
 
 
Appendix 1World Famous Hotel Groups
 
附录1国际著名的酒店集团
 
Appendix 2The Chinese and English of the Indicating Fascias in the Hotel
 
附录2酒店指示标识的中英文
 
 
参考文献