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模塊名稱(chēng)名稱(chēng)項(xiàng)目情景訓(xùn)練內(nèi)容授課學(xué)時(shí)備注模塊一：hotelmarketing項(xiàng)目一：宣傳酒店撰寫(xiě)酒店英文宣傳語(yǔ)言6模塊二：前臺(tái)服務(wù)（一）項(xiàng)目一:MakingRoomReservations客房預(yù)訂服務(wù)實(shí)訓(xùn)情境IMakingtheFITReservation散客預(yù)訂實(shí)訓(xùn)情境2MakingtheGroupReservation團(tuán)隊(duì)預(yù)訂實(shí)訓(xùn)情境3ChangingtheReservation改變預(yù)訂實(shí)訓(xùn)情境4CancelingtheReservation取消預(yù)訂8項(xiàng)目二：Checkingin入住登記服務(wù)實(shí)訓(xùn)情境1CheckinginfortheGuestwiththeReservation為預(yù)訂的客人辦理入住登記實(shí)訓(xùn)情境2CheckinginfortheWalk-inGuest為無(wú)預(yù)訂的客人辦理入住登記實(shí)訓(xùn)情境3CheckinginfortheGroup為團(tuán)隊(duì)客人辦理入住登記實(shí)訓(xùn)情境4CheckinginfortheHandicapped為殘疾客人辦理入住登記8模塊三禮賓服務(wù)項(xiàng)目：Bellboyservice實(shí)訓(xùn)情境1AccompanyingtheGuesttotheFrontOffice陪送客人到前臺(tái)實(shí)訓(xùn)情境2AccompanyingtheGuesttotheRoom陪送客人去房間實(shí)訓(xùn)情境3IntroducingtheFacilitiesandServices介紹設(shè)施和服務(wù)實(shí)訓(xùn)情境4ReceivingaGuestattheAirport機(jī)場(chǎng)接客人實(shí)訓(xùn)情境5CallingaTaxifortheGuest為客人叫出租車(chē)實(shí)訓(xùn)情境6HelpingtheGuestwiththeLuggage為客人搬運(yùn)和保管行李12模塊四客房服務(wù)項(xiàng)目一'CleaningtheRoom打掃房間實(shí)訓(xùn)情境1CleaningtheRoomNow現(xiàn)在打掃房間實(shí)訓(xùn)情境2WhatTimeCanICleantheRoom?什么時(shí)間可以打掃房間？4項(xiàng)目二Turn-downServiceand實(shí)訓(xùn)情境PracticeTurningDowntheBedandAskinganExtraBed做晚2

ExtendingaBedService晚床服務(wù)和加床服務(wù)床與要求加床項(xiàng)目二LaundryService洗衣服務(wù)實(shí)訓(xùn)情境1IntroducingLaundryService介紹洗衣服務(wù)實(shí)訓(xùn)情境2QuickService快洗服務(wù)4項(xiàng)目四RoomService客房送餐服務(wù)實(shí)訓(xùn)情境1BookingtheRoomServicebyTelephone客房電話送餐預(yù)訂實(shí)訓(xùn)情境2SendingtheOrderedBreakfasttotheGuest'sRoom客房送早餐4項(xiàng)目五introducedthefacilities實(shí)訓(xùn)情境1ShowingHowtoUsetheElectrieFacilities教客人如何使用電器設(shè)備（設(shè)施）實(shí)訓(xùn)情境2ShowingHowtoUsetheSafetyDepositBox教客人怎樣使用保險(xiǎn)箱4模塊五餐飲服務(wù)項(xiàng)目一TableReservation用餐預(yù)訂服務(wù)實(shí)訓(xùn)情境1BookingaTable餐臺(tái)預(yù)訂實(shí)訓(xùn)情境2BookingaPrivateRoom包房預(yù)訂實(shí)訓(xùn)情境3ReservingtheBanquets宴會(huì)預(yù)訂6項(xiàng)目二ServingintheRestaurant餐廳用餐服務(wù)實(shí)訓(xùn)情境1ServingBreakfast早餐服務(wù)實(shí)訓(xùn)情境2ServingtheBuffet自助餐服務(wù)實(shí)訓(xùn)情境3SeveringtheChineseFood中餐服務(wù)實(shí)訓(xùn)情境4ServingtheWesternFood西餐服務(wù)8項(xiàng)目三BarService酒吧服務(wù)實(shí)訓(xùn)情境：BarService酒吧服務(wù)2項(xiàng)目四GeneralService常規(guī)服務(wù)實(shí)訓(xùn)情境1LeadingintheGuest領(lǐng)位實(shí)訓(xùn)情境2TakingOrdersandServingWines點(diǎn)餐和送酒服務(wù)實(shí)訓(xùn)情境3PayingtheBill結(jié)賬實(shí)訓(xùn)情境4Communicatingwiththe12

Guest與客人交流實(shí)訓(xùn)情境5HandlingaComplaintaboutBarService處理酒吧服務(wù)投訴實(shí)訓(xùn)情境6HandlingaDrunkenGuest應(yīng)對(duì)醉酒客人模塊六前臺(tái)服務(wù)（二）項(xiàng)目—：DealingwiththeComplaintandOntheGuest'sRequest處理投訴和回應(yīng)客人要求的服務(wù)實(shí)訓(xùn)情境1MeetingtheGuest'sRequest滿(mǎn)足客人要求、實(shí)訓(xùn)情境2DealingwiththeComplaint處理投訴4項(xiàng)目二：ForeignCurrencyExchange技能實(shí)訓(xùn)5外幣兌換服務(wù)實(shí)訓(xùn)情境1ChangingEurosintoChinese歐元兌換人民幣實(shí)訓(xùn)情境2GoingtotheBankofChinaforChanging到中國(guó)銀行兌換4項(xiàng)目二heckin