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Jingdong book

酒店前台实用英语口语教程（附MP3光盘1张）

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Jingdong book

酒店前台实用英语口语教程（附MP3光盘1张）

Name: 酒店前台实用英语口语教程（附MP3光盘1张）
Brand: Jingdong book
SKU: 3104027781
Price: 31.32 USD
Availability: OutOfStock

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《酒店前台实用英语口语教程》涵盖对话、句型、词汇、练习等所有口语素材！全力打造适合酒店前台人员的英语口语教材！全面强化酒店前台人员的英语口语交际能力！
经典对话、常用句型——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

《酒店前台实用英语口语教程》内容覆盖面广，涉及到前台服务中客房预订、礼宾服务、登记入住、信息咨询、商务中心、会议与宴会服务中心、总机服务、处理投诉、结账退宿等多个方面，其中的礼宾服务和会议与宴会服务中心的内容详细，与时俱进。对话的仿真度高，格外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。

Catalogue

第一部分前台口语交流
第1章客房预订
第1单元基本常识
一、客房预订的常见形式
二、客房的种类
三、床具的主要类型
四、接受预订时的沟通技巧
第2单元口语集锦
一、经典对话
二、常用句型
练习一

第2章礼宾服务（上）
第1单元基本常识
第2单元口语集锦
一、经典对话
二、常用句型
练习二

第3章礼宾服务（下）
第1单元基本常识
一、接待外宾应注意的礼节
二、保险箱贵重物品寄存单
第2单元口语集锦
一、经典对话
二、常用句型
练习三

第4章登记入住
第1单元基本常识
第2单元口语集锦
一、经典对话
二、常用句型
练习四

第5章信息咨询
第1单元基本常识
第2单元口语集锦
一、经典对话
练习五

第6章商务中心
第1单元基本常识
第2单元口语集锦
一、经典对话
二、常用句型
练习六

第7章会议与宴会服务中心
第1单元基本常识
一、关于会议与宴会服务中心
二、常见的会场布置形式
第2单元口语集锦
一、经典对话
二、常用句型
练习七

第8章总机服务
第1单元基本常识
第2单元口语集锦
一、经典对话
二、常用句型
练习八

第9章处理投诉
第1单元基本常识
一、处理外宾投诉应注意的事项
二、处理客人投诉的基本程序
第2单元口语集锦
一、经典对话
二、常用句型
练习九

第10章结账退宿
第1单元基本常识
一、为客人结账退宿的基本技巧
二、如何表达金额
三、如何防止信用卡欺诈
四、外汇兑换凭证样板
第2单元口语集锦
一、经典对话
二、常用句型
练习十

第二部分常用表格
一、预订服务
（一）预订确认书
（二）10天客情预报表
二、接待服务
（一）境外人员临时住宿登记表
（二）迁房通知单
（三）推迟退房通知单
（四）散客行李登记表
（五）团体行李登记表
（六）订餐单
（七）优惠房价、费用批条
三、问询和留言服务
（一）住客通知
（二）访客留言条
（三）“何处找我”（住客对访客的留言表）
（四）转交物品委托书
四、其他服务
……

第三部分前台常用分类词汇
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客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这部分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》和《酒店基础英语口语教程》。其中，《酒店前台实用英语口语教程》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，涉及到前台服务中客房预订、礼宾服务、登记入住、信息咨询、商务中心、会议与宴会服务中心、总机服务、处理投诉、结账退宿等多个方面，其中的礼宾服务和会议与宴会服务中心的内容详细，与时俱进。
2.对话的仿真度高，格外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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