《2025 带ppt 酒店英语 广女职 60讲 视频教程》

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视频介绍 [复制本页地址介绍给朋友~]

 Introduction to the hotel

1.1 Kinds of hotels: where to stay
1.2 Main departments in a hotel
1.3 Cross-cultural awareness in hotel service
1.4 Being friendly and helpful
1.5 Learning materials
1.6 Assignments
Room Reservation
2.1 Job description
2.2 taking and refusing a reservation
2.3 room types and bedding types
2.4 guaranteed reservations
2.5 confirming a reservation
2.6 avoiding mistakes
2.7 Learning materials
2.8 Assignments
Check-in
3.1 Job description
3.2 receiving guests with advanced reservation
3.3 receiving guests without reservation
3.4 Learning materials
3.5 Assignments
Bell service
4.1 Job description
4.2 concierge
4.3 showing the way
4.4 facilities
4.5 answering questions
4.6 Learning materials
4.7 Assignments
Switchboard
5.1 Job description
5.2 DOs and DONTs in using the phone
5.3 Writing: taking a message
5.4 Learning materials
5.5 Assignments
Dealing with complaints and problems
6.1 common hotel coplaints
6.2 tips on dealing with complaints
6.3 dealing with cpmplaints
6.4 Writing: responding to complaints by guests
6.5 reducing complaints
6.6 Learning Materials
6.7 Assignments
Payment and Check-out
7.1 Job description of a cashier
7.2 checking out a guest
7.3 explaining the bill
7.4 money exchange
7.5 Learning materials
7.6 Assignments
Room cleaning
8.1 Job description of a room attendant
8.2 room status
8.3 turn-down service
8.4 other services offered by room attendants
8.5 Learning materials
8.6 Assignments
Laundry service
9.1 Job description
9.2 Have you any laundry?
9.3 Learning materials
9.4 Assignments
Table reservation
10.1 Job description
10.2 taking a table reservation
10.3 Learning materials
10.4 Assignments
Taking orders
11.1 breakfast and Room service
11.2 explaining dishes
11.3 Chinese dining etiquette
11.4 ordering steak
11.5 at the bar
11.6 Learning materials
11.7 Assignments
Convention service
12.1 Job description
12.2 Writing: Invitation
12.3 Learning materials
12.4 Assignments
Case study 

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