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Jingdong book

酒店客房实用英语口语教程（附MP3光盘1张）

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Jingdong book

酒店客房实用英语口语教程（附MP3光盘1张）

Name: 酒店客房实用英语口语教程（附MP3光盘1张）
Brand: Jingdong book
SKU: 3104027771
Price: 19.26 USD
Availability: OutOfStock

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《酒店客房实用英语口语教程》涵盖对话、句型、词汇、练习等所有口语素材！全力打造适合酒店客房人员的英语口语教材！全面强化酒店客房人员的英语口语交际能力！
经典对话、助记锦囊——提高实战演练与口语交际能力。
单元练习——全面强化听力能力。
词汇分类表——扩充词汇量，为提高口语奠定基础。
基础知识、常用表格——掌握必备专业知识，提高业务技能。

Content Description

1.内容覆盖面广，涉及到客房服务中迎宾服务、清洁服务、洗衣服务、迷你吧服务、客房送餐服务等多个方面，并强化了解释客房设施的使用；提供用品和解决问题的内容，力求与时俱进。
2.对话的仿真度高，尤其专注服务礼仪和技巧，不少服务用语是高星级酒店的规范用语，以确保沟通效果。
3.收集了大量酒店实用表格，并采用中英对照的形式，便于读者学习、使用。
4.汇集了丰富的专业词汇，并按部门和岗位的工作内容加以分类，便于读者查找。

Catalogue

第一部分客户口语交流
第1章客房服务简介
第1单元酒店的分类和组织结构
一、酒店的分类
二、酒店的组织结构
助记锦囊一
练习一
第2单元客房与客房楼层的分类和客房部组织结构
一、客房楼层的类型
二、客房的类型
三、客房部的组织结构
助记锦囊二
练习二
第2章迎宾服务
第1单元基本常识
一、对客服务基本要求
二、向客人展示房间
三、客房常见设施
助记锦囊三
练习三
第2单元口语集锦
经典对话
1.迎接客人
2.为客人打开房门
3.帮客人安顿下来
4.当客人想吃点便餐
5.向客人展示房间
6.向客人介绍酒店的设施
7.当客人给小费
助记锦囊四
练习四
第3章清洁客房服务
第1单元基本常识
一、清洁的特性
二、客房清洁的顺序
三、房态
四、善意打扰单
五、客房清洁推车
助记锦囊五
练习五
第2单元口语集锦
经典对话
清洁客房
助记锦囊六
练习六
第4章洗衣服务
第1单元洗衣服务简介
一、收取客衣
二、客衣送错的应对
三、常见的洗涤标志：
助记锦囊七
练习七
第2单元口语集锦
经典对话
1.收取客衣
2.客人想要快洗服务
3.送错客衣
4.收回送错的客衣
助记锦囊八
练习八
第5章迷你吧服务
第1单元基本常识
一、迷你吧服务简介
二、迷你吧内常见的饮料
助记锦囊九
练习九
第2单元口语集锦
经典对话
1.客人需要其他饮料
2.客人需要替换一些饮料
助记锦囊十
练习十
第6章客房送餐服务
第1单元基本常识
一、客房送餐服务简介
二、客房送餐菜单样板
三、常见的西式早餐
助记锦囊十一
练习十一
第2单元口语集锦
经典对话
助记锦囊十二
练习十二
第7章解释客房设施的使用
第1单元口语集锦
经典对话
1.示范如何使用保险箱
2.示范如何上网
助记锦囊十三
练习十三
第8章提供用品
第1单元口语集锦
经典对话
1.为客人递送物品
2.客人借用物品
3.需要收取租金时
助记锦囊十四
练习十四
……

第二部分客户部常用表格
第三部分客房部常用词汇
附录

Introduction

中国酒店业发展迅猛，业内竞争愈益激烈，提高服务质量、提升自身竞争力，是酒店在激烈竞争中取得相对优势的最为直接途径。同时，酒店的使命之一就是提供优质服务、满足客人的需求，这是酒店管理者的基本追求。随着现代顾客需求呈现出多样化和个性化的特征，以及中国对外开放度和国际化程度的提高，不仅要求酒店要从顾客需求出发，不断提高服务质量满足不同顾客的各种需求，而且对酒店的外语服务表现出迫切的需求，对外语服务的质量也提出了更高的要求。日本著名的东京大仓酒店人力资源和基础事务部的Masahiro Ito主任曾说：“我们的服务质量再好，如果不会外语，还是会被外国人认为不行。”
在酒店所有服务部门中，前台和客房部和外国人打交道的机会最多，酒店对这两个部门的服务人员英语水平要求也最高。因此，为了切实有效地帮助酒店从业人员提高外语服务水平和交流技巧，我们编写了《酒店前台实用英语口语教程》、《酒店客房实用英语口语教程》、《酒店基础英语口语教程》。其中，《酒店客房实用英语口语教程》秉着时代性、专业性和实用性的原则，坚持理论和实践相结合，具体表现为：
1.内容覆盖面广，涉及到客房服务中迎宾服务、清洁服务、洗衣服务、迷你吧服务、客房送餐服务等多个方面，并强化了解释客房设施的使用、提供用品和解决问题的内容，力求与时俱进。
2.对话的仿真度高，尤其专注服务礼仪和技巧，不少服务用语是高星级酒店的规范用语，以确保沟通效果。

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Jingdong book

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