简介 本书从培养**应用型人才的总体目标出发,根据国际旅游饭店业发展的新形势和新特点,依照旅游饭店服务与管理活动的全过程,主要介绍旅游饭店各相关部门的服务与管理工作等知识技能,并结合学生毕业后就业的实际需求,注重实践应用。 由于本书构思独特、知识系统、结构合理、流程清晰、内容翔实、突出实用性、注重旅游饭店服务全过程应用能力的培养,且采用新颖、统一的格式化体例设计,因此本书可以作为普通高等院校本科旅游管理专业的教材,也可以作为高职、高等教育自学考试、成人教育以及旅游饭店从业人员的岗位培训用书。

Unit One Front OfficePart A: Reservation & Check-inPart B: Bell ServicePart C: Information Desk & SwitchboardPart D: Check-outPart E: Handling ComplaintsUnit Two HousekeepingPart A: Guiding the Guests to Their RoomsPart B: Chamber ServicePart C: Laundry ServicePart D: Room ServicePart E: Handling ComplaintsUnit Three Food and BeveragesPart A: Receiving the ReservationPart B: Taking the OrderPart C: Table ServicePart D: Taking the BillPart E: Handling ComplaintsUnit Four Shopping ArcadePart A: Inquiries about Shopping ArcadePart B: At the Gift ShopPart C: At the Souvenir ShopPart D: At the Food ShopPart E: Handling ComplaintsUnit Five Recreation and Fitness CenterPart A: Introducing the FacilitiesPart B: Explaining the Membership PolicyPart C: Filling Out the Application Form for Becoming a MemberPart D: Offering HelpPart E: Handling ComplaintsUnit Six Beauty ParlorPart A: Inquiries about the Beauty Parlor Part B: At the Hairdresser'sPart C: At the Barber'sPart D: Facial MassagePart E: Handling ComplaintsUnit Seven Hotel ServicePart A: Taking MessagesPart B: Wake-up Call ServicePart C: Booking TicketsPart D: Special ServicePart E: Handling ComplaintsKey to Unit 1 Key to Unit 2Key to Unit 3Key to Unit 4Key to Unit 5Key to Unit 6Key to Unit 7Tapeseript for Unit 1Tapescript for Unit 2Tapescript for Unit 3Tapeseript for Unit 4Tapeseript for Unit 5Tapeseript for Unit 6Tapeseript for Unit 7参考文献