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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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