Chapter One Front Office(Ⅰ) 实训模块一 前台服务(一) Unit 1 Making Room Reservations 技能实训1 客房预订服务 Practice 1 Making an FIT Reservation 实训项目1 散客预订 Practice 2 Making a Group Reservation 实训项目2 团队预订 Practice 3 Changing a Reservation 实训项目3 改变预订 Practice 4 Cancelling a Reservation 实训项目4 取消预订 Unit 2 Checking In 技能实训2 入住登记服务 Practice 1 Checking In a Guest with a Reservation 实训项目1 为预订的客人办理入住登记 Practice 2 Checking In a Walkin Guest 实训项目2 为无预订的客人办理入住登记 Practice 3 Checking In a Group 实训项目3 为团队客人办理入住登记 Practice 4 Checking In the Handicapped 实训项目4 为残疾客人办理入住登记 Unit 3 Extending the Stay and Changing the Room 技能实训3 延宿和换房服务 Practice 1 Extending the Stay 实训项目1 延宿 Practice 2 Changing 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 Two Front Office(Ⅱ) 实训模块二 前台服务(二) Unit 4 Dealing with a Complaint and on the Guests Request 技能实训4 处理投诉和回应客人要求的服务 Practice 1 Meeting the Guests Request 实训项目1 满足客人要求 Practice 2 Dealing with a Complaint 实训项目2 处理投诉 Unit 5 Foreign Currency Exchange 技能实训5 外币兑换服务 Practice 1 Changing Euros to RMB 实训项目1 欧元兑换人民币 Practice 2 Going to the Bank of China for Changing 实训项目2 到中国银行兑换 Unit 6 Checking Out 技能实训6 结账退宿服务 Practice 1 Checking Out by Credit Card 实训项目1 信用卡结账 Practice 2 Checking Out in Cash 实训项目2 现金结账 Practice 3 Checking Out by Travelers 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 Three Concierge 实训模块三 礼宾服务 Unit 7 Accompanying the Guest 技能实训7 陪送客人 Practice 1 Accompanying the Guest to the Front Office …… 实训模块四 客房服务(一) 实训模块五 客房服务(二) 实训模块六 餐饮服务 实训模块七 酒吧服务 实训模块八 总机服务 实训模块九 商务中心服务(一) 实训模块十 商务中心服务(二) 实训模块十一 康乐服务 实训模块十二 会展服务 实训模块十三 购物服务 实训模块十四 其他服务