MODULE Ⅰ The Front Office 前厅部
UNIT 1 At the Entrance of a Hotel酒店入口
Part 1：Leadin Activifies
Part 2：Working Scenes
Scenario 1：Receiving and Escorting a Guest（迎客与陪同客人）
Scenario 2：Inner Communication with Coworkers（员工内部沟通）
Part 3：Exercises
UNIT 2 Concierge Counter礼宾台
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Recommending Restaurants to Guests（为客人推荐餐厅）
Scenario 2：Helping Guests to Find a Personal Shopper（帮客人寻找私人购物助理）
Part 3：Exercises
UNIT 3 Front Desk前台
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Checkin Procedure for a Guest with a Reservation（为客人办理登记入住）
Scenario 2：Inner Communication with Coworkers（员工内部沟通）
Part 3：Exercises
UNIT 4 GRO宾客关系专员
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Complaints about Noise（客人投诉嗓音）
Scenario 2：Inner Communication with Coworkers（员工内部沟通）
Part 3：Exercises
UNIT 5 In the Business Center商务中心
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Giving Internet Service for a Guest（为客人提供上网服务）
Scenario 2：Giftwrapping a Present for a Guest（为客人包装礼物）
Part 3：Exercises
UNIT 6 On the Executive Floor行政楼层
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Reserving a Meeting Room（为客人预订会议室）
Scenario 2：Complaining about the Pillow（客人抱怨房间枕头）
Part 3：Exercises
MODULE Ⅱ The Housekeeping Department客房部
UNIT 7 Chamber Service客房服务
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Booking for Tidying the Room（客房清洁服务预订）
Scenario 2：Cleaning the Room and Provide Other Help（客房清洁和其他服务）
Part 3：Exercises
UNIT 8 Laundry Service洗衣服务
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Offering Laundry Service（提供洗衣服务）
Scenario 2：Handling Laundry Damage（洗衣赔偿）
Part 3：Exercises
UNIT 9 Maintenance Service工程维修服务
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Receiving Maintenance Request（接收维修单）
Scenario 2：Communication with the Guest Face to Face（与客人面对面沟通）
Part 3：Exercises
UNIT 10 Dealing with Emergencies应急处理
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Dealing with Emergency（应急处理）
Scenario 2：Inner Communication with Coworkers（员工内部沟通）
Part 3：Exercises
MODULE Ⅲ The Food and Beverag Depart ment餐饮部
UNIT 11 Receiving Guests迎客
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Receiving a Guest（迎客）
Scenario 2：Inner Communication with Coworkers（员工内部沟通）
Part 3：Exercises
UNIT 12 At the Chinese Restaurant中餐厅
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Welcoming and Seating Guest（s）（迎客与落座）
Scenario 2：Taking orders（点餐）
Part 3：Exercises
UNIT 13 At the Western Restaurant西餐厅
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Taking Orders（点餐）
Scenario 2：Serving the Meal and Settling Bills（上菜与买单）
Part 3：Exercises
UNIT 14 Room Service客房送餐服务
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Taking Room Service Order（点餐）
Scenario 2：Delivering and Serving Guest Order（送餐）
Part 3：Exercises
UNIT 15 At the Bar酒吧
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：Receiving a Guest in a Bar（酒吧迎客）
Scenario 2：Receiving a Couple in a Bar（接待一对夫妇）
Part 3：Exercises
UNIT 16 Banquet Service宴会服务
Part 1：Leadin Activities
Part 2：Working Scenes
Scenario 1：A Guest Made a Reservation by Phone（客人电话预订）
Scenario 2：Receiving a Wedding Banquet Reservation（接受婚宴预订）
Part 3：Exercises
Key to the Exercises练习参考答案
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