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作 者：姜玲 主编 出版社：旅游教育出版社
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内容简介本书的特点在于专业实用，通俗易懂，图文并茂，构思巧妙，内容丰富，集知识性、操作性及趣味性于一体。书中英语用法准确，还配有图片和练习，学员可以通过课后练习巩固学到的知识。它是酒店员工难得的工作图书、英语培训教科书，也是对酒店工作感兴趣人士的趣味读物。 本书浅显易懂，由浅入深，员工能够循序渐进地学习并掌握日常工作需要用到的英语知识。 作者简介姜玲女士，高级经济师，经济学硕士，博士在读；美国注册高级教育导师CHE，高级职业经理人CHA，高级培训师CHT。曾在奥地利、新加坡、美国等地接受酒店管理培训。现任中国及美国新博亚首席培训师，中国饭店协会、新加坡君华酒店集团、北京时代光华、海南海航酒店集团、上海如家连锁等集团的特邀培训师。 目录Part One IAmaReceptionist
Unit 1 I Am a Receptionist A. WhoAm I? B. My Responsibilities C. 1 Love My Job Unit2 This Is Our Hotel A. Facilities B. Departments Unit3 WeAre a Team A. The Secrets of Successful Hotels B. IAm a Team Member C. I Am Here D. They Are My Co-workers Unit4 Front Desk Equipment A. Front Desk Equipment B. Front Desk Computer System C. Front Desk Printer D. Fax Machine E. Photocopy Machine Unit5 Telephone System A. Incoming Calls B. Outgoing Calls Unit6 Cheek in A. Greeting Guests B. With Reservation C. Without Reservation D. Assigning Rooms E. Issuing Room Keys Unit7 Sales Techniques A. Up-selling Guestrooms B. Recommending Restaurants C. Suggesting Promotional Packages Unit8 Guest Charges A. Point-of-sale Equipment B. Guest Account Unit9 Wake-up Calls A. Wake-up Call Request B. Manual Wake-up Calls C. Calls not Answered UnitlO Checkout A. Reviewing the Charges B. Setlling the Payment C. Offering Services Unit 11 Keeping the Front Desk Clean and Tidy A. Filing while Working B. Cleaning while Working Keys Vocabulary Part Two I Am a Switchboard Operator Unit1 I Am a Switchboard Operator Unit2 This Is Ourttotel Unit3 WeAreaTeam Unit4 Transferring Calls Uint5 Responding to Inquiries Unit6 Giving Directions Unit7 Telephone Calls Unit8 Wake-up Calls Unit9 Handling Guest Complaints Unit 10 Responding to Fire Alarm Unit 11 Responding to Emergencies Unit 12 Eyacuatinothe Hotel References
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