Module 1 Front Office Service
Task 1 Room Reservations
Task 2 Check in
Task 3 Information Service
Task 4 Check out
Task 5 Secretarial Service
Task 6 Dealing with Complaints
Module 2 Housekeeping Service
Task 1 Showing the Room
Task 2 Making up the Room
Task 3 Maintenance Service
Task 4 Laundry Service
Task 5 Miscellaneous Services
Task 6 Dealing with Emergencies
Module 3 Food & Beverage Service
Task 1 Booking a Table
Task 2 Seating the Guests
Task 3 Taking Orders
Task 4 Serving the Food
Task 5 Bar Service
Task 6 Room Service
Task 7 Dealing with Complaints
Module 4 Other Services
Task 1 Shopping Service
Task 2 Health and Recreation Service
Task 3 Ticket-booking Service
Task 4 Convention Service
Task 5 Compliments and Complaints
附录I 参考答案
附录II 江苏省旅游饭店职业英语等级考试词汇表
附录III《江苏省饭店职业英语等级标准及命题要求》
附录IV 江苏省旅游饭店职业英语等级标准考试样题
附录V 常用服务用语150句
主要参考文献
When a guest enters a hotel, the first working division he contracts is the Front Office; the first representatives of the hotel he meets are the Front Office staff; the guests first and strongest impression, as well as the last impression of the hotels operation and management is formed there, too. All this means much to a guests visit as well as to the selling of hotels products. In a sense, it is possible to say that the Front Office of a hotel is not only its shop window, but also its nerve center.
The Front Office is one of the busiest departments in a hotel. The duties of the Front Office may include receiving reservations, welcoming and registering guests, assigning rooms, storing guests valuables, distributing baggage, providing information, delivering mails and messages, exchanging foreign currencies, settling guests complaints, checking guests out and so on.
All in all, the Front Office is of the first importance in creating a home away from home for all the guests.
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