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Chapter 1 前臺服務

Unit 1 預訂房間

Scene 1 提前預訂 Book in Advance 3

Scene 2 更改預訂 Change the Reservation 4

Scene 3 取消預訂 Cancel the Reservation 6

Unit 2 入住賓館

Scene 4 網上訂房入住 Booking Online 9

Scene 5 確認信息 Confirm the Information 11

Scene 6 填寫登記表 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 核對賬單 Check the Bill 19

Scene 10 離店送行 See Off 20

Unit 4 接機、派車

Scene 11 機場接機 Airport Pickup 23

Scene 12 叫車派車 Arrange a Taxi 24

Unit 5 領取行李

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

Scene 14 領取行李 Luggage Claim 29

Scene 15 送錯行李 Deliver Baggage to the Wrong Room 30

Unit 6 酒店設施

Scene 16 介紹酒店設施 Introduce Hotel Facilities 33

Scene 17 設施位置 Layout of Hotel Facilities 34

Scene 18 貴重物品保管、代客泊車和外幣兌換等 Other Services 36

Unit 7 物品寄存

Scene 19 寄存行李 Left Baggage 39

Scene 20 領取行李 Collect Baggage 41

Scene 21 遺失行李牌 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 觀光信息 Sightseeing Information 48

Scene 25 旅游服務 Tour Service 50

Unit 9 帶至客房

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

Scene 27 搭乘電梯 Take the Elevator 54

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

Scene 29 房間里的無線網 WiFi in the Room 56

Unit 10 調換房間

Scene 30 房間太吵 Too Noisy 60

Scene 31 沒有多余空房 No Extra Room 61

Unit 11 延長住宿

Scene 32 延長住宿 Extend the Stay 64

Scene 33 客房已滿 No Vacancy 65

Unit 12 結賬離店

Scene 34 呈遞賬單 Present the Bill 67

Scene 35 解釋收費項目 Explain the Charging Items 69

Scene 36 賬單有誤 Wrong Bill 70

Chapter 2 客房服務

Unit 1 客房用品

Scene 37 床上用品 Bedding 74

Scene 38 衛生間用品 Bathroom Supplies 76

Unit 2 電話服務

Scene 39 叫醒服務 Morning Call Service 78

Scene 40 電話轉接服務 Transfer Calls 81

Scene 41 留言服務 Take a Message 82

Unit 3 客房清理

Scene 42 床鋪清理 Bed Cleanup 84

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