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前厅部 Front Office Department

酒店预订 Reservation

Topic 1 酒店位置及交通路线 Hotel Location and Transportation Route

Topic 2 预订房间 Booking a Room

Topic 3 团队预订 Group Reservation

Topic 4 变 预订 Revising Reservation

Topic 5 取消预订 Cancelling Reservation

登记入住 Check-In Service

Topic 6 预订客人登记入住 Checking-In Guests with Reservations

Topic 7 团队登记入住 Checking-In Groups

Topic 8 无预订客人登记入住 Checking-In Walk-In Guests

Topic 9 酒店客满 Hotel Full

迎接客人 Welcoming Service

Topic 10 机场接客 Receiving a Guest at the Airport

Topic 11 停车服务 Parking Service

Topic 12 到店接待 Receiving Guests

Topic 13 行李生服务 Bellboy Service

Topic 14 寄存服务 Depositing Service

Topic 15 领取行李 Collecting Bags

前台其他服务 Other Services of the Front Office Department

Topic 16 电话服务 Telephone Service

Topic 17 留言服务 Message Service

Topic 18 出租车服务 Calling a Taxi

Topic 19 票务服务 Ticket Service

Topic 20 兑换 Foreign Currency Exchange

Topic 21 失物招领 Lost and Found Service

Topic 22 托婴服务 Baby-Sitting Service

Topic 23 结账退房 Checking-Out

Topic 24 账单问题 Bill Problems

Topic 25 处理投诉 Settling Complaints

客房部 Housekeeping Department

酒店住宿 Hotel Accommodation

Topic 26 带客进房 Guiding Guests into the Room

Topic 27 客房设施 Room Facilities

Topic 28 酒店设施 Hotel Facilities

Topic 29 日常服务 Daily Service

Topic 30 房间清洁 Room Cleaning

Topic 31 延时住宿 Extending the Stay

Topic 32 换客房 Changing the Room

Topic 33 加床服务 Extra Bed Service

Topic 34 客房服务 Room Service

客房部其他服务 Other Services Provided by the Housekeeping Department

Topic 35 叫醒服务 Wake-Up Service

Topic 36 维修服务 Maintenance Service

Topic 37 洗衣服务 Laundry Service

Topic 38 缝纫服务 Tailoring Service

Topic 39 医疗服务 Medical Service

Topic 40 索取物品 Making Requests

Topic 41 代客购物 Valet Shopping

Topic 42 物品损坏问题 Damaged Goods

Topic 43 紧急情况处理 Dealing with Emergency

餐饮部 Food and Beverage Department

餐前服务 Services Before Meal

Topic 44 餐位预订 Table Reservation

Topic 45 包间预订 Booking a Private Room

Topic 46 宴会预订 Banquet Reservation

Topic 47 餐厅客满 Fully Booked

Topic 48 引客入位 Guiding Guests

进餐 Having Dinner

Topic 49 介绍菜品 Introducing Food

Topic 50 特色菜肴 Recommending Dishes

Topic 51 用餐礼仪 Table Manners

Topic 52 点菜 Ordering Dishes

Topic 53 西餐点餐 Ordering Western Food

Topic 54 中餐点餐 Ordering Chinese Food

Topic 55 日韩餐点餐 Ordering Japanese or Korean Food

Topic 56 点菜特殊要求 Special Requirements in Ordering

Topic 57 上菜服务 Serving Dishes

Topic 58 自助餐 Buffet

Topic 59 换餐具 Asking for Stuff During Meal

Topic 60 添加饭菜 Ordering More Food

Topic 61 上错菜 Serving Wrong Dishes

Topic 62 催菜 Hurrying Up Dishes

Topic 63 点甜点 Ordering Disserts

Topic 64 快餐服务 Fast Food Service

Topic 65 餐后服务 Service After Meal

Topic 66 征求意见 Consulting Comments of the Meal

Topic 67 抱怨菜品 Complaints About the Dishes

Topic 68 抱怨服务和环境 Complaints About the Dinning Service and Environment

Topic 69 处理抱怨 Dealing with the Complaints of the Customers

用餐结账及其他事宜 Paying Bill and Other Services

Topic 70 餐厅结账 Paying the Bill

Topic 71 账单出错 Mistakes in the Bill

Topic 72 赠予小费 Tipping

Topic 73 剩菜打包 Getting a Doggie Bag

Topic 74 送客服务 Seeing a Guest Out

Topic 75 外卖服务 Delivery Service

Topic 76 休闲茶座 In the Teahouse

Topic 77 在咖啡厅 In the Café

Topic 78 酒吧小酌 At the Bar

Business Center 商务中心

Topic 79 会议服务 Conference Service

Topic 80 展览服务 Exhibition Service

Topic 81 通信服务 Communication Service

Topic 82 文件服务 Secretary Service

Topic 83 网络和电子邮件服务 Internet and Email Service

Topic 84 邮政服务 Mail Service

Topic 85 收发传真 Sending and Distributing Fax

Topic 86 翻译服务 Interpreting Service

Topic 87 旅游信息服务 Tourism Service

Recreation and Entertainment Department 康乐中心

Topic 88 介绍设施 Introducing Gym Facilities

Topic 89 健身房服务 At the Gym

Topic 90 游泳锻炼 Swimming

Topic 91 娱乐活动 Recreation

Topic 92 美容 Facial Beauty

Topic 93 美发 Hairdressing

Topic 94 网吧服务 Net-bar Service

Topic 95 桑拿和按摩 Sauna and Massage

Shopping Center 购物中心

Topic 96 在日用品店 At the Daily Necessities Store

Topic 97 在礼品店 At the Gift Shop

Topic 98 在化妆品店 At the Cosmeics Shop

Topic 99 在特色食品店 At the Store for Special Food

Topic 100 在药店 At the Pharmacy

附录 Appendix

附录A　酒店主要部门一览表

附录B　酒店主要职位一览表

附录C　酒店标志文字一览表

附录D　酒店常用物品一览表

附录E　西餐主要菜名一览表

附录F　中餐主要菜名一览表

附录G　世界知名酒店集团

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