Chapter One Front Desk Services ? 模块一 前台服务 Project 1 Reservation ? 项目 1? 预订 Project 2 Bellman and Concierge Service ? 项目 2? 礼宾服务? Project 3 Check-in ? 项目 3? 入住登记 Project 4 Inquiries ? 项目 4? 问询 Project 5 Check-out ? 项目?5? 离店 Project 6 Business Center ? 项目?6? 商务中心 Project 7 Switchboard ? 项目??7? 总机 Project 8 Handling Complaints at Front Desk ? 项目??8? 前台投诉处理 Chapter Two Housekeeping Services ? 模块二 客房服务 Project 1 Guiding the Guests to Their Rooms ? 项目 1? 引领客人入房 Project 2 Chamber Service ? 项目 2? 客房清洁服务 Project 3 Laundry Service ? 项目 3? 洗衣服务 Project 4 Turn-down Service and Requesting an Extra Bed ? 项目 4? 夜床服务和加床服务 Project 5 Wake-up Call Service ? 项目?5? 叫醒服务 Project 6 Maintenance Service ? 项目?6? 维修服务 Chapter Three Food and Beverage Services ? 模块三 餐饮服务 Project 1 Chinese Food Service ? 项目 1? 中餐服务 Project 2 Western Food Service ? 项目 2? 西餐服务 Project 3 Banquet Service ? 项目 3? 宴会服务 Project 4 Beverage Service ? 项目?4? 酒水服务 Project 5 Room Service ? 项目?5? 客房送餐服务 Project 6 Buffet and Coffee Shop Service ? 项目?6? 自助餐与咖啡厅服务 Project 7 Handling Food and Beverage Complaints ? 项目?7? 餐饮投诉处理 Chapter Four Convention and Exhibition Services ? 模块四 会展服务 Project 1 Services before the Meeting ? 项目 1? 会前服务 Project 2 Services during the Meeting ? 项目 2? 会中服务 Project 3 Exhibition Service ? 项目 3? 展览服务 Chapter Five Health and Recreation Services ? 模块五 康乐服务 Project 1 Fitness Center ? 项目 1? 康体服务 Project 2 Recreation S
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Task 2 Read the whole passage and decide whether the following statements are true (T) or false (F).Hotel Concierge ServiceThe Concierge acts as an ambassadorof the hotel. The ideal concierge is team-oriented， efficient and a good problemsolver. Nowadays， fluency in Englishis required， and multi-lingual (Spanish，French， Japanese and so on) is a plus. The Concierge is responsible for acknowledging guests， greeting them with eye contact and a warm and sincere welcome， a friendly smile， and a polite farewell. Offer personal concierge services including assisting with inquiries/reservations， regarding local restaurants， cultural events， attractions， theatre offerings and their locations.Quali?cations of a concierge:1. Ability to effectively deal with internal and external customers， some of whom will require high levels of patience and diplomacy to defuse anger and collect accurate information and resolve con?icts.2. Ability to access and accurately input information using a moderately complex computersystem.3. Ability to work independently.4. Ability to lift， push boxes or pull carts of food & beverages. 5. Ability to observe， detect， and calmly respond to signs of emergency situations. 6. Ability to establish and maintain effective working relationships with associates， customers and patrons.7. Ability to assist guests with computer entries.
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