前言 Chapter 1 Hotellnquiries Ⅰ Hotelfacilities Ⅱ Civing hotelinformation Ⅲ What would you say Ⅳ Handicapped facilities and amenities Ⅴ Do you have any facilities for disabled guests Ⅵ Describing the functions of hotel facilities Ⅶ Practice Ⅷ Getting around the city Ⅸ Introducing hotelfacilities Ⅹ Still to come: The Hobbit Motel, New Zealand Ⅺ Glossary Chapter 2 Taking Reservations Ⅰ Discussion Ⅱ What type of room would you like Ⅲ Reserving a room for a couple Ⅳ How many nights will you stay Ⅴ Understanding guests special requests Ⅵ Getting guests contact information Ⅶ Summarizing information Ⅷ How to upsell rooms on the phone Ⅸ Upselling skills Ⅹ Changin te ooking Ⅺ Role play Ⅻ Still to come: A letter of room confirmation ⅩⅢ Glossary Chapter 3 Checking in Guests Ⅰ Checking in guests Ⅱ Checking in guests Ⅲ Word learning Ⅳ The four stages of front desk upselling Ⅴ Role play Ⅵ Handling special requests Ⅶ Pair work Ⅷ Methods of payment Ⅸ Terms of payment Ⅹ Still to come: Dealing with difficult situations Ⅺ Glossary Chapter 4 Attending to Guest Needs (1) Ⅰ Getting to knowlobby items Ⅱ Holtel services Ⅲ Welcoming the guest Ⅳ Asking for or offering help Ⅴ Valet parking Ⅵ A room tour Ⅶ Remembering to sell Ⅷ Storing luggage Ⅸ What you would say Ⅹ Still to come: Golden service standards of the Ritz—Carlton Hotel Ⅺ Glossary Chapter 5 Attending to Guest Needs (2) Ⅰ estions about facilities and activities Ⅱ oueries regarding hotel or local amenities and events Ⅲ Answering the guests queries Ⅳ Word practice Ⅴ Practice Ⅵ Answering questions on the telephone Ⅶ Wake—up call service Ⅷ Handling wake—up calls more effectively Ⅸ Taking a message Ⅹ Still to come: Providing excellent customer service Ⅺ Glossary Chapter 6 Guest Care in Rooms Ⅰ Guest room supplies Ⅱ Three steps to good guest service Ⅲ Responding to guest requests Ⅳ Knowin te eoo Ⅴ Cleanin te athroom Ⅵ Responding to guest instructions Ⅶ Cleaning tasks Ⅷ Turn—down service Ⅸ Still to come: A housekeeping word search game Ⅹ Glossary Chapter 7 On the Menu Ⅰ Food knowledge review Ⅱ The firsdyf the restaurant job Ⅲ Seating the customers Ⅳ Taking meal orders Ⅴ Coffee culture Ⅵ Booking a table Ⅶ Pair work Ⅷ Room service Ⅸ Upselling food items Ⅹ Still to come: World famous cuisines Ⅺ Glossary Chapter 8 Bar Services Ⅰ A glassware tour Ⅱ Setting up the bar station Ⅲ A drink at the bar Ⅳ Working with words Ⅴ Being a good seller Ⅵ At the happy hours Ⅶ Goo pbc relation Ⅷ More of polite language Ⅸ Arrangements about bills Ⅹ Still to come: How to be a successful bartender Ⅺ Glossary Chapter 9 Checking out Guests Ⅰ Discussion Ⅱ Cashier tools Ⅲ A normal check—out Ⅳ Verifying methods of payment Ⅴ A late check—out Ⅵ Working with words Ⅶ Pair work Ⅷ Dealing with problems Ⅸ Exchanging foreign currencies Ⅹ Express check—out Ⅺ Still to come: The guest folio Ⅻ Glossary …… Chapter 10 Handling Problems and Complaints