Chapter 1 前台服务

Unit 1 预订房间

Scene 1 提前预订 Book in Advance 3

Scene 2 更改预订 Change the Reservation 4

Scene 3 取消预订 Cancel the Reservation 6

Unit 2 入住宾馆

Scene 4 网上订房入住 Booking Online 9

Scene 5 确认信息 Confirm the Information 11

Scene 6 填写登记表 Fill in the Registration Form 13

Unit 3 付款事宜

Scene 7 付款方式 Type of Payment 15

Scene 8 信用卡支付 Pay by Credit Cards 17

Scene 9 核对账单 Check the Bill 19

Scene 10 离店送行 See Off 20

Unit 4 接机、派车

Scene 11 机场接机 Airport Pickup 23

Scene 12 叫车派车 Arrange a Taxi 24

Unit 5 领取行李

Scene 13 帮客人搬行李 Help Guests with the Luggage 27

Scene 14 领取行李 Luggage Claim 29

Scene 15 送错行李 Deliver Baggage to the Wrong Room 30

Unit 6 酒店设施

Scene 16 介绍酒店设施 Introduce Hotel Facilities 33

Scene 17 设施位置 Layout of Hotel Facilities 34

Scene 18 贵重物品保管、代客泊车和外币兑换等 Other Services 36

Unit 7 物品寄存

Scene 19 寄存行李 Left Baggage 39

Scene 20 领取行李 Collect Baggage 41

Scene 21 遗失行李牌 Lost the Tag 42

Unit 8 提供信息

Scene 22 提示如何到酒店 How to Get to the Hotel 45

Scene 23 如何到目的地 How to Get to the Destination 47

Scene 24 观光信息 Sightseeing Information 48

Scene 25 旅游服务 Tour Service 50

Unit 9 带至客房

Scene 26 带至客房 Accompany the Guest to the Room 52

Scene 27 搭乘电梯 Take the Elevator 54

Scene 28 客房介绍 Point out the features of the Room 55

Scene 29 房间里的无线网 WiFi in the Room 56

Unit 10 调换房间

Scene 30 房间太吵 Too Noisy 60

Scene 31 没有多余空房 No Extra Room 61

Unit 11 延长住宿

Scene 32 延长住宿 Extend the Stay 64

Scene 33 客房已满 No Vacancy 65

Unit 12 结账离店

Scene 34 呈递账单 Present the Bill 67

Scene 35 解释收费项目 Explain the Charging Items 69

Scene 36 账单有误 Wrong Bill 70

Chapter 2 客房服务

Unit 1 客房用品

Scene 37 床上用品 Bedding 74

Scene 38 卫生间用品 Bathroom Supplies 76

Unit 2 电话服务

Scene 39 叫醒服务 Morning Call Service 78

Scene 40 电话转接服务 Transfer Calls 81

Scene 41 留言服务 Take a Message 82

Unit 3 客房清理

Scene 42 床铺清理 Bed Cleanup 84

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