前言
Chapter 1 Hotellnquiries
Ⅰ Hotelfacilities
Ⅱ Civing hotelinformation
Ⅲ What would you say
Ⅳ Handicapped facilities and amenities
Ⅴ Do you have any facilities for disabled guests
Ⅵ Describing the functions of hotel facilities
Ⅶ Practice
Ⅷ Getting around the city
Ⅸ Introducing hotelfacilities
Ⅹ Still to come： The Hobbit Motel， New Zealand
Ⅺ Glossary
Chapter 2 Taking Reservations
Ⅰ Discussion
Ⅱ What type of room would you like
Ⅲ Reserving a room for a couple
Ⅳ How many nights will you stay
Ⅴ Understanding guests'' special requests
Ⅵ Getting guests'' contact information
Ⅶ Summarizing information
Ⅷ How to upsell rooms on the phone
Ⅸ Upselling skills
Ⅹ Changing the booking
Ⅺ Role play
Ⅻ Still to come： A letter of room confirmation
ⅩⅢ Glossary
Chapter 3 Checking in Guests
Ⅰ Checking in guests
Ⅱ Checking in guests
Ⅲ Word learning
Ⅳ The four stages of front desk upselling
Ⅴ Role play
Ⅵ Handling special requests
Ⅶ Pair work
Ⅷ Methods of payment
Ⅸ Terms of payment
Ⅹ Still to come： Dealing with difficult situations
Ⅺ Glossary
Chapter 4 Attending to Guest Needs （1）
Ⅰ Getting to knowlobby items
Ⅱ Holtel services
Ⅲ Welcoming the guest
Ⅳ Asking for or offering help
Ⅴ Valet parking
Ⅵ A room tour
Ⅶ Remembering to sell
Ⅷ Storing luggage
Ⅸ What you would say
Ⅹ Still to come： Golden service standards of the Ritz—Carlton Hotel
Ⅺ Glossary
Chapter 5 Attending to Guest Needs （2）
Ⅰ Questions about facilities and activities
Ⅱ oueries regarding hotel or local amenities and events
Ⅲ Answering the guests'' queries
Ⅳ Word practice
Ⅴ Practice
Ⅵ Answering questions on the telephone
Ⅶ Wake—up call service
Ⅷ Handling wake—up calls more effectively
Ⅸ Taking a message
Ⅹ Still to come： Providing excellent customer service
Ⅺ Glossary
Chapter 6 Guest Care in Rooms
Ⅰ Guest room supplies
Ⅱ Three steps to good guest service
Ⅲ Responding to guest requests
Ⅳ Knowing the bedroom
Ⅴ Cleaning the bathroom
Ⅵ Responding to guest instructions
Ⅶ Cleaning tasks
Ⅷ Turn—down service
Ⅸ Still to come： A housekeeping word search game
Ⅹ Glossary
Chapter 7 On the Menu
Ⅰ Food knowledge review
Ⅱ The first day of the restaurant job
Ⅲ Seating the customers
Ⅳ Taking meal orders
Ⅴ Coffee culture
Ⅵ Booking a table
Ⅶ Pair work
Ⅷ Room service
Ⅸ Upselling food items
Ⅹ Still to come： World famous cuisines
Ⅺ Glossary
Chapter 8 Bar Services
Ⅰ A glassware tour
Ⅱ Setting up the bar station
Ⅲ A drink at the bar
Ⅳ Working with words
Ⅴ Being a good seller
Ⅵ At the happy hours
Ⅶ Good public relation
Ⅷ More of polite language
Ⅸ Arrangements about bills
Ⅹ Still to come： How to be a successful bartender
Ⅺ Glossary
Chapter 9 Checking out Guests
Ⅰ Discussion
Ⅱ Cashier tools
Ⅲ A normal check—out
Ⅳ Verifying methods of payment
Ⅴ A late check—out
Ⅵ Working with words
Ⅶ Pair work
Ⅷ Dealing with problems
Ⅸ Exchanging foreign currencies
Ⅹ Express check—out
Ⅺ Still to come： The guest folio
Ⅻ Glossary
……
Chapter 10 Handling Problems and Complaints
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