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Jingdong book

客房服务员和客服文员岗位英语（附光盘）

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Jingdong book

客房服务员和客服文员岗位英语（附光盘）

Name: 客房服务员和客服文员岗位英语（附光盘）
Brand: Jingdong book
SKU: 3104024331
Price: 25.40 USD
Availability: OutOfStock

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Editer Recommend

《客房服务员和客服文员岗位英语》适用于酒店员工培训及旅游院校学生的实训教学。每单元包含服务要点、情景对话、词汇与练习等模块，旨在会面提高读者的专业英语水平、表达能力和阅读理解能力。在学习行业英语知识的同时，读者还可以全面了解国际酒店标准，领会享受工作的快乐以及快乐工作的精神。

Content Description

本丛书中的“国际酒店标准”根据“世界领先酒店”会员酒店员工服务标准编写而成，权威性的服务理念是本丛书的精髓；工作流程与情景对话参考英美酒店的惯例，以场景再现式出现，让不同层次的员工都能充分理解、吸收和应用书中的知识。

Author Description

姜玲女士，高级经济师，经济学硕士，法学博士在读；美国注册高级教育导师CHE，高级职业经理人CHA，高级培训师CHT。曾在奥地利、新加坡、美国等地接受酒店管理培训。现任中国及美国新博亚首席培训师，中国饭店协会、新加坡君华酒店集团、北京时代光华、海南海航酒店集团、上海如家连锁等集团的特邀培训师。
姜玲女士长期致力于国际酒店培训与认证课程的研究开发及中国本土化工作，建立了独特的中国酒店业培训及教材体系。主编有《新博亚酒店丛书》《星级服务人员资格认定指导教程》《新博亚酒店一线员工丛书》《新博亚酒店外语一日通》等50多本酒店管理与培训图书。

Catalogue

Part One 我是一名客户服务员
Unit 1我是一名客房服务员
A. 我是谁
B. 我的工作职责
C. 我喜爱我的工作
Unit 2我们的酒店
A. 设施
B. 部门
Unit 3我们是一个团队
A. 成功酒店的秘诀
B. 我是团队一员
C. 我在这里
D. 他们是我的同事
Unit 4工作车
A. 客房工作车
B. 整理工作车
Unit 5进客房
A. 客房
B. 进客房
C. 拒绝服务
Unit 6清洁客房
A. 客房物品
B. 清洁客房
Unit 7清洁卫生间
A. 卫生间用品
B. 清洁卫生间
Unit 8做床
A. 床上用品
B. 做床
Unit 9客用品
A. 客用品
B. 卧室用品
Unit 10洗衣服务
A. 收取客衣
B. 送还客衣
Unit 11开夜床服务
A. 愉悦的氛围
B. 离开房间
Unit 12欢迎与再见
A. 欢迎
B. 再见
练习答案
词汇
Part Two我是一名客服文员
Unit 1我是一名客服文员
A. 我是谁
B. 我的工作职责
C. 我喜爱我的工作
Unit 2我们的酒店
A. 设施
B. 部门
Unit 3我们是一个团队
A. 成功酒店的秘诀
B. 我是团队一员
C. 我在这里
D. 他们是我的同事
Unit 4宾客洗衣
A. 收取客衣
B. 送还客衣
C. 送客衣
Unit 5递送设备和用品
A. 进客房
B. 放物品
C. 熨斗和烫衣板
Unit 6对客服务
A. 提供信息
B. 致电其他部门
C. 为客人预订餐位
Unit 7处理宾客投诉
A. 聆听
B. 回答
C. 解决问题
D. 后续跟踪
Unit 8失物招领
A. 贴标签
B. 失物招领日志
C. 宾客报失
Unit 9维修要求
A. 聆听
B. 道歉
C. 联系工程部
D. 后续跟踪
Unit 10客用品借用
A. 保管
B. 借用
C. 收回及登记
Unit 11急救
A. 急救人员
B. 救护伤员
C. 处理轻伤
练习答案
词汇
参考书目

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Jingdong book

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