Module 1 Enq uiries and Reservation
咨询与预订
Oral Movement--Consonants(I)语音练习——辅音(1)
Part I Categories of Hotels&Rooms酒店及房间类别
1.1 Types of Hotels(酒店类别)
1.2 Types of Rooms(房型)
Part II Which ORe to Choose?如何选择酒店?
2.1 Which Hotel Can Fit the Bill?(哪家酒店符合要求呢?)
2.2 What Should Be the Pick?(该如何挑选?)
Part I I I Making Enquiries and Reservation咨询与预订
3.1 Inquiries about the Hotel and the Rooms(酒店咨询)
3.2 Reserving the Hotel Room(预订酒店房间)
Part IV Memo for the Module要点备忘
4.1 KeyWords(关键词)
4.2 Key Points(相关情境表达)
4.3 ProcedureofWork--Room Reservations(工作流程——房间预订)
Part V Extended Practice拓展练习
5.1 Online Booking Wireless Booking(在线预订和手机预订)
5.2 Case study—TalktheTalkandNottheWalk(案例分析——超预订).
Module 2 Reception
接 待
Oral Movement--Consonants(II)语音练习——辅音(2)
Part I Pick—up Service接机服务
1.1 Meeting Guests at the Airport(机场迎接)
1.2 On the Way to the Hotel(前往酒店)
Part I I Helping with the Luggage行李服务
2.1 I’m a Good Porter(我是个称职的行李员)
2.2 May I Help with Your Luggage?(我来帮您拿行李吧)
Part Ill Checking in at the Reception Desk入住登记
3.1 Checking in Walk—in Guests(散客入住)
3.2 Checking in Guests with Reservations
(为有预订的客人办理入住登记)
Part IV Memo for the Module要点备忘
4.1 KeyWords(关键词)
4.2 Key Points(相关情境表达)
4.3 Useful Forms(相关表格)
4.4 Procedure of Check—in(工作流程——入住登记)
Part V Extended Practice拓展练习
5.1 A Discussion on HOW Hotels Determine Room Rates
(酒店是如何给房间定价的)
5.2 Case Study—Reg Dwight:A Night to Remember
(案例分析——接待“郁闷的”客人)
Module 3 Housekeeping Service
Module 4 Food Beverage Services
Module 5 Concierge Service
Module 6 Business and Meeting Service
Moudle 7 Miscellaneous Services
Module 8 Handling Complaints Problems
Module 9 Check Out