第一章 前厅篇Front Department：本章的主要学习内容是酒店前厅服务流程及服务用语的学习。通过本章的学习，学习者能够掌握客房预订、酒店入住登记、礼宾服务、宾客服务中心、处理宾客投诉和结账离店的相关服务流程及沟通服务用语，并且能够了解中西方跨文化交流的文化小贴士。1.1客房预订 Room Reservation:本单元的学习内容是客房预订，通过本单元的学习，学习者能够了解并掌握酒店常见客房种类、散客预订和团体预订的预订步骤及沟通服务用用语，客房超额预订以及变更预订的服务沟通用语。并且能够了解中西方跨文化交流的文化小贴士。[多选题]Service procedure for a reservationist.（ ）。
1.2酒店入住登记 Hotel Check-in:本单元的学习内容是酒店入住登记，通过本单元的学习，学习者能够了解并掌握酒店前台接待员在处理客人入住登记时的服务流程及服务用语，预订客人和团队客人的入住登记服务用语，无预订客人入住登记，并且能够基本处理好入住登记纠纷。能够了解中西方跨文化交流的文化小贴士。
1.3礼宾服务Conceierge Service:本单元的学习内容是礼宾服务，通过本单元的学习，学习者能够了解并掌握酒店礼宾服务的主要工作内容和服务沟通用语。能够掌握酒店常见设施名称，行李生服务和租车服务的相应服务用语，能够根据客人需求提供相应帮助，进行有效沟通。能够了解中西方跨文化交流的文化小贴士。
1.4处理宾客投诉 Handling Guest Complaints:本单元的学习内容是宾客服务中心，通过本单元的学习，学习者能够掌握酒店宾客服务中心的电话服务用语。在沟通中能够帮助客人完成“请勿打扰”和“叫醒服务”等设置，提供专业的服务。能够了解中西方跨文化交流的文化小贴士。
1.5结账离店 Checking Out:本单元的学习内容是处理宾客投诉，通过本单元的学习，学习者能够掌握处理投诉的工作步骤与方法，能够根据客人的不同投诉情况展开服务沟通，并且也能够了解中西方跨文化交流的文化小贴士。
1.6宾客服务中心 Guest Service Center:本节主要讲授宾客服务中心
Express your wishes.
Confirm the reservation
Search for rooms available on computer.
Form reservation record
Greet the guests.
Get the further information from the guests: Name, phone number
Ask the guests for reservation information.
答案：Ask the guests for reservation information.Search for rooms available on computer.Get the further information from the guests: Name, phone numberConfirm the reservationExpress your wishes.Form reservation recordGreet the guests.
[多选题]How to ask the room types?（ ）
What sort of room would you like?
What kind of room would you like?
What it the room rate?
答案：What kind of room would you like?What sort of room would you like?
What’s your name?
You can read it yourself.
It is my pleasure.
答案：What’s your name?You can read it yourself.
Ask the guest to show his identification and to fill out the registration form.
Ask the guest whether he or she has made a reservation with the hotel.
Express best wishes.
Give the guest the room key.
Ask the guest how they will pay.
Greet the guests.
Find the reservation on the computer for confirmation.
答案：Greet the guests.Ask the guest whether he or she has made a reservation with the hotel.Find the reservation on the computer for confirmation.Ask the guest to show his identification and to fill out the registration form.Ask the guest how they will pay.Give the guest the room key.Express best wishes.
How old are you?
Hello,Mr. Miller. Back again?
Could I have your name,please?
Hello, sir. What do you want?
答案：Hello, sir. What do you want?Hello,Mr. Miller. Back again?Could I have your name,please?How old are you?
