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  • 全新正版酒店英语9787503248856中国旅游出版社
    • 作者: 吴云,吴文婷,钱嘉颖主编著 | 吴云,吴文婷,钱嘉颖主编编 | 吴云,吴文婷,钱嘉颖主编译 | 吴云,吴文婷,钱嘉颖主编绘
    • 出版社: 中国旅游出版社
    • 出版时间:2014-01-01
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    • 作者: 吴云,吴文婷,钱嘉颖主编著| 吴云,吴文婷,钱嘉颖主编编| 吴云,吴文婷,钱嘉颖主编译| 吴云,吴文婷,钱嘉颖主编绘
    • 出版社:中国旅游出版社
    • 出版时间:2014-01-01
    • 版次:1
    • 字数:210000
    • 页数:203
    • 开本:小16开
    • ISBN:9787503248856
    • 版权提供:中国旅游出版社
    • 作者:吴云,吴文婷,钱嘉颖主编
    • 著:吴云,吴文婷,钱嘉颖主编
    • 装帧:平装
    • 印次:暂无
    • 定价:38.00
    • ISBN:9787503248856
    • 出版社:中国旅游出版社
    • 开本:小16开
    • 印刷时间:暂无
    • 语种:暂无
    • 出版时间:2014-01-01
    • 页数:203
    • 外部编号:8174858
    • 版次:1
    • 成品尺寸:暂无

    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

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