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。
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书名 | 前台接待员和总机接线员岗位英语(附光盘新标准酒店岗位英语) |
分类 | 教育考试-外语学习-英语 |
作者 | 姜玲 |
出版社 | 旅游教育出版社 |
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简介 | 编辑推荐 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。 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 A. Who A m 1 ? B. My Responsibilities C. 1 Love My Job Unit2 This Is Ourttotel A. Facilities B. Departments Unit3 WeAreaTeam A. The Secrets of Successful Hotels B. 1 Am a Team Member C. My Position D. They Are My Co-workers Unit4 Transferring Calls A. Greeting the Caller B. Caller on ltold C. Transferring Calls Uint5 Responding to Inquiries A. Understanding Gucsts' Requests B. Finding Information C. Operation of Guestroom Amenities D. Questions about Functions Unit6 Giving Directions A. Local Man B. Location of the Hotel C. To other Places Unit7 Telephone Calls A. Culling Through Operators B. Calling from the Room C. Asking for Rate Unit8 Wake-up Calls A. Taking Wake-up Call Requests B. Manual Wake-up Calls C. Truck of Manual Wake-up Calls Unit9 Handling Guest Complaints A. Listening B. Apologizing C. Taking Action D. Asking for Results Unit 10 Responding to Fire Alarm A. Printing the Occupancy Report B. Reassuring Guests Unit 11 Responding to Emergencies A. Emergency Hotline B. Asking for Dctuils C. Dialing Local Emergency Number Unit 12 Eyacuatinothe Hotel A. Informing Gttests B. Cooperation C. Using These Keys Vocabulary References |
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