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第一章Front Office
第一章：前台服务
本章主要介绍前台服务，内容涉及客房预订、登记入住、礼宾服务、话务员服务、处理问题/投诉和结账六个方向。重点讲授该服务所涉及的重点词汇、常用句型和岗位技能。 -
●1.1Room Reservation
Section 1 includes the introduction of the course and useful vocabulary about room reservation.
Section 2 includes the sample dialogues, tips and practice about room reservation. -
●1.2Check-in
Section 1 includes the basic information and working procedure of guest registration.
Section 2 includes the vocabulary, useful sentences and situational dialogues about guest registration. -
●1.3Concierge Service
This section includes the main duties and working languages of a concierge.
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●1.4Operator Service
This section includes the service skills and guidance language of the operator service.
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●1.5Handling Problems and Complaints
This section includes how to check out guests and how to explain bills and deal with miscalculation.
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●1.6Check-out
This section includes causes and solutions of guests’ complaint and the language reference.
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●1.7Concierge of InterContinental Times Square Hotel
This section includes Concierge of InterContinental Times Square Hotel
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●1.8Check-out at Hotel Front Desk
This section includes Check-out at Hotel Front Desk
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●1.9Check-out Training
This section includes Check-out Training
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第二章Housekeeping
第二章：客房服务
本章主要介绍客房服务、洗衣服务、叫醒服务、客房订餐/送餐服务。重点讲授和练习该服务所涉及的重点词汇、常用句型和岗位技能 -
●2.1Room Service
Section 1 includes the importance of housekeeping and vocabulary about room cleaning. Section 2 includes the sample dialogue, tips and suggestions of room service. Section 3 includes the sample dialogue of room service and tips for angry guests.
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●2.2Laundry Service
This section includes the sample sentences of offering and inquiring about the laundry service.
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●2.3Wake-up Service
This section includes the useful sentences and model dialogues of the wake-up service.
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●2.4Ordering & Delivering Food Service
This section includes the useful sentences and model dialogues of ordering and delivering food service.
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第三章Food and Beverage Service
第三章：餐饮服务
本章主要介绍餐饮服务，内容涉及岗位职能、中西餐服务技能、饮食文化，以及处理顾客投诉技巧，重点讲解和练习该类服务应掌握的重点词汇、常用句型和情景对话。 -
●3.1Food and Beverage Reservation
Section 1 includes duties and service procedure of the reservationist in the food and beverage department. Section 2 includes the guidance language of taking reservation in the food and beverage department.
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●3.2Service in Chinese Style
Section 1 includes the procedure and guidance language of offering Chinese style F&B service.
Section 2 includes the history, culinary arts, and local cuisines of Chinese food. -
●3.3Chinese Cuisine
Section 1 includes the difference between Chinese and western food style, and the job skills of food service in western style. Section 2 includes the language reference of food service in western style.
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●3.4Food and Beverage Service in Western Style
This section includes how to handle the guests’ complaints.
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●3.5Guest Complaint
This section includes the background information of payment and how to tip in a restaurant.
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●3.6Bill Payment
This section includes Bill Payment
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●3.7Table Taboos for Western Cuisine
This section includes Table Taboos for Western Cuisine
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●3.8How to Make a Mojito Cocktail
This section includes How to Make a Mojito Cocktail
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●3.9Chinese Food Service
This section includes Chinese Food Service
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●3.10Chinese Drinking Etiquette
This section includes Chinese Drinking Etiquette
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●3.11Crowne Plaza Smartware— In-Room Dining System
This section includes Crowne Plaza Smartware— In-Room Dining System
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●3.12A Complaint in the Hotel Restaurant
This section includes A Complaint in the Hotel Restaurant
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第四章Health and Recreation
第四章：康乐服务
本章主要介绍酒店所提供的康体服务和娱乐服务项目及设施，重点讲解和练习该类服务应掌握的重点词汇、常用句型和情景对话。 -
●4.1Types of Facilities
Section 1 includes the introduction of different types of recreational facilities. Section 2 includes the sample dialogue of introducing different types of recreational facilities.
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●4.2Health Club
Section 1 includes the introduction of the equipment in the health club. Section 2 includes the related vocabulary of the activities in the health club. Section 3 includes the sample dialogues and key phrases about the health club.
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●4.3Beauty Salon
This section includes the vocabulary and sample dialogues about the beauty salon.
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●4.4Bowling Alley
This section is about Bowling Alley.
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●4.5Billiards etc.
This section includes the vocabulary and sample dialogues about the billiards, and the sample sentences of other recreational activities.
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●4.6Swimming Pool & Sauna
This section includes the vocabulary and sample dialogues about the swimming pool and sauna.
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第五章Other Services
第五章：其他服务
本章主要介绍酒店所提供的商务中心服务、会展中心服务、商场服务、失物招领服务和寄存服务，重点讲解各项服务的功能、岗位素养和技能，以及练习重点词汇、常用句型和情景对话。 -
●5.1Business Center Service
Section 1 includes the functions of business center, the introduction of common machines used in a business center and the procedure of business center service. Section 2 includes the sample dialogues of various business center service and professional skills to deal with challenges.
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●5.2Convention Service
This section includes the functions and the main services of the convention center, and the skills and requirements for a convention center clerk.
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●5.3Exhibition Service
This section includes the main services, service procedure, guidance language, challenges and solutions in exhibition service.
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●5.4Shopping Service
Section 1 includes skills and attainments for the shop assistants, and some key words and expressions. Section 2 includes situational dialogues and solutions of challenges about shopping service.
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●5.5Lost and Found Service
This section includes service skills, procedure and guidance language of lost and found service.
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●5.6Depositing Service
This section includes service skills, procedure and guidance language of depositing service.
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●5.7Housekeeping Training for Professional Cleaners
This section includes Housekeeping Training for Professional Cleaners
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●5.8Kinds of Glassware
This section includes Kinds of Glassware
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●5.9 How to Decorate Tables for Weddings
This section includes How to Decorate Tables for Weddings
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●5.10How to Choose a Spa Resort
This section includes How to Choose a Spa Resort
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●5.11Safety Instructions about Online Shopping
This section includes Safety Instructions about Online Shopping
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●5.12Hidden Hotel Fees
This section includes Hidden Hotel Fees
