“新標準”酒店崗位英語.1CD-前臺接待員和總機接線員崗位英語（簡體書）

本書的特點在于專業實用，通俗易懂，圖文并茂，構思巧妙，內容豐富，集知識性、操作性及趣味性于一體。書中英語用法準確，還配有圖片和練習，學員可以通過課后練習鞏固學到的知識。它是酒店員工難得的工作圖書、英語培訓教科書，也是對酒店工作感興趣人士的趣味讀物。 本書淺顯易懂，由淺入深，員工能夠循序漸進地學習并掌握日常工作需要用到的英語知識。

姜玲女士，高級經濟師，經濟學碩士，博士在讀；美國注冊高級教育導師CHE，高級職業經理人CHA，高級培訓師CHT。曾在奧地利、新加坡、美國等地接受酒店管理培訓。現任中國及美國新博亞首席培訓師，中國飯店協會、新加坡君華酒店集團、北京時代光華、海南海航酒店集團、上海如家連鎖等集團的特邀培訓師。

Part One IAmaReceptionist
Unit 1 I Am a Receptionist
A. WhoAm I?
B. My Responsibilities
C. 1 Love My Job
　Unit2 This Is Our Hotel
A. Facilities
B. Departments
　Unit3 WeAre a Team
A. The Secrets of Successful Hotels
B. IAm a Team Member
C. I Am Here
D. They Are My Co-workers
　Unit4 Front Desk Equipment
A. Front Desk Equipment
B. Front Desk Computer System
C. Front Desk Printer
D. Fax Machine
E. Photocopy Machine
　Unit5 Telephone System
A. Incoming Calls
B. Outgoing Calls
　Unit6 Cheek in
A. Greeting Guests
B. With Reservation
C. Without Reservation
D. Assigning Rooms
E. Issuing Room Keys
　Unit7 Sales Techniques
A. Up-selling Guestrooms
B. Recommending Restaurants
C. Suggesting Promotional Packages
　Unit8 Guest Charges
A. Point-of-sale Equipment
B. Guest Account
　Unit9 Wake-up Calls
A. Wake-up Call Request
B. Manual Wake-up Calls
C. Calls not Answered
　UnitlO Checkout
A. Reviewing the Charges
B. Setlling the Payment
C. Offering Services
　Unit 11 Keeping the Front Desk Clean and Tidy
A. Filing while Working
B. Cleaning while Working
　Keys
　Vocabulary
Part Two I Am a Switchboard Operator
　Unit1 I Am a Switchboard Operator
　Unit2 This Is Ourttotel
　Unit3 WeAreaTeam
　Unit4 Transferring Calls
　Uint5 Responding to Inquiries
　Unit6 Giving Directions
　Unit7 Telephone Calls
　Unit8 Wake-up Calls
　Unit9 Handling Guest Complaints
　Unit 10 Responding to Fire Alarm
　Unit 11 Responding to Emergencies
　Unit 12 Eyacuatinothe Hotel
　References