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Module One Welcome on Board
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Unit 01 Modern Hotel Industry �F(xi��n)���Ƶ�I(y��)
Part I Warming Up
1. Types of Hotels �F(xi��n)���Ƶ�ķ��
2. Departments of a Hotel �Ƶ�����T
Part II Listening
1. A Telephone Inquiry �����˵��Ԓ��ԃ
2. What a Smart Hotel! �F(xi��n)���Ƶ�����ܣ�
Part III Reading
1. Hospitality Industry: Exploring the Latest Trends �Ƶ�I(y��)��څ��
2. Types of Hotels �Ƶ�����
Part IV Oral Practice
1. What Kind of Hotel Do You Want? ����Ҫʲô�ӵľƵ���
2. What Type of Room Would Be Suitable for You? �m�����ķ��g
Part V Writing
Job Application Letter ��š��
Part VI Review and Practice
Self-assessment
Unit 02 Job Interview �� ԇ
Part I Warming Up
1. An Online Job Off er �W(w��ng)�j(lu��)��Ƹ
2. Which Position Are You Interested in? ���������šλ
Part II Listening
1. How Qualifi ed You Are �ǻ۾Ƶ���šҪ��
2. Questions from Your Future Employer ���Թ������ᆖ
Part III Reading
1. Pre-interview Tips ��ԇǰ�Ľ��h
2. Top Skills Employers Want δ������ϣ���T���߂�ļ���
Part IV Oral Practice
1. A Good Self-introduction Counts a Lot һ�ݺõ����ҽ�B׌���°빦��
2. A Simulated Job Interview ģ�M��ԇ
Part V Writing
Resume ��Ӻ��v
Part VI Review and Practice
Self-assessment

Module Two Front Offi ce
ǰ �d
Unit 03 Reservation �A(y��) ӆ
Part I Warming Up
1. Room Type ���g���
2. Suite Type �׷����
Part II Listening
1. Receiving an FIT Reservation ����ɢ���A(y��)ӆ
2. Taking Down the Guest’s Information ӛ䛿�����Ϣ������
Part III Reading
1. What Is Front Offi ce Department? ǰ�d������
2. New Technologies in Hotel Rooms �Ƶ�ͷ�����¿Ƽ�
Part IV Oral Practice
1. FIT Reservation ɢ���A(y��)ӆ
2. Summary of the Working Procedure �A(y��)ӆ���̿��Y(ji��)
Part V Writing
E-version Reservation Form ��Ӱ��A(y��)ӆ��
Part VI Review and Practice
Self-assessment
Unit 04 Modifi cation and Cancellation of Reservations���ļ�ȡ���A(y��)ӆ
Part I Warming Up
1. Ways to Reserve �A(y��)ӆ��ʽ
2. Receiving Reservations �A(y��)ӆ�Ӵ�
Part II Listening
1. Can I Put Your Name on Our Waiting List? ���԰���������a(b��)���Ά᣿
2. Would You Mind Changing It for Another Room? ������Qһ�N���͆᣿
Part III Reading
1. Guaranteed Reservation in Hotels �Ƶ���ı��C���A(y��)ӆ
2. Overbooking ���~�A(y��)ӆ
Part IV Oral Practice
1. Modifi cation of Reservation �����A(y��)ӆ
2. Cancellation of Reservation ȡ���A(y��)ӆ
Part V Writing
Notice for Extra Bed �Ӵ�֪ͨ��
Part VI Review and Practice
Self-assessment
Unit 05 Check-in �� ס
Part I Warming Up
1. Abbreviations ǰ�d�����g(sh��)�Z�s��
2. Smart Reception �ǻ�ǰ�_
Part II Listening
1. Group Check-in ��F(tu��n)�(du��)�����k����ס
2. FIT Check-in ��ɢ���k����ס
Part III Reading
1. New Technologies Make Your Stay More Enjoyable�Ƶ���¼��g(sh��)��(y��ng)��׌ס���w�(y��n)�������m
2. What Is Hotel PMS? ʲô�ǾƵ�ǰ�_����ϵ�y(t��ng)��
Part IV Oral Practice
1. Check-in for Guest with Reservation �����A(y��)ӆ�Ŀ����k����ס
2. Check-in for a Walk-in Guest ��o�A(y��)ӆ�Ŀ����k����ס
Part V Writing
Registration Form ��ס��ӛ��
Part VI Review and Practice
Self-assessment
Unit 06 Concierge in Smart Hotels �ǻ۾Ƶ�ĶY�e����(w��)
Part I Warming Up
1. Concierge Service �Y�e����(w��)
2. Helping the Guest to Do Self Check-in �Ϳ����k��������ס
Part II Listening
1. Showing Guest to the Room ����(d��o)�����M(j��n)��ͷ�
2. Airport Representative ���͙C(j��)����(w��)
Part III Reading
1. Smart Concierge �ǻ۾Ƶ�Y�e����(w��)
2. What Is Concierge? ʲô�ǶY�e����(w��)��
Part IV Oral Practice
1. Bell Service �������(w��)
2. Booking a Show Ticket �A(y��)ӆ�ݳ��TƱ
Part V Writing
A 2-Day-Tour Itinerary ���վ�Ʒ���г�
Part VI Review and Practice
Self-assessment
Unit 07 Check-out �Y(ji��)�~����
Part I Warming Up
1. Room Status ���B(t��i)
2. Ways of Payment ֧����ʽ
Part II Listening
1. A Miscalculated Hotel Bill ̎���e�`�~��
2. Let Me Draw the Bill for You ����˜�(zh��n)�������~��
Part III Reading
1. Contactless Experiences in a Hotel �o���|����(w��)�w�(y��n)
2. E-CNY ��(sh��)�������
Part IV Oral Practice
1. FIT Check-out ɢ������
2. Group Check-out �F(tu��n)�(du��)����
Part V Writing
Logbook for Receptionist ǰ�_�Ӵ���������ӛ�
Part VI Review and Practice
Self-assessment

Module Three Housekeeping
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Unit 08 Routine Housekeeping Service ��Ҏ(gu��)�ͷ�����(w��)
Part I Warming Up
1. Room Facilities �ͷ��O(sh��)ʩ
2. Linen Products �ͷ����ò���
Part II Listening
1. Chamber Service �ͷ��坍����(w��)
2. Turndown Service ҹ������(w��)
Part III Reading
1. Chamber Service Procedure ���g�坍����(w��)����
2. Intelligent Service in Guest Rooms ���ܿͷ�����(w��)
Part IV Oral Practice
1. Confi rming Housekeeping Service �_�J(r��n)�ͷ�����(w��)
2. Intelligent Service in Guest Rooms ���ܿͷ�����(w��)
Part V Writing
Laundry Form ϴ�†�
Part VI Review and Practice
Self-assessment
Unit 09 Smart Room System ���ܿͷ�ϵ�y(t��ng)
Part I Warming Up
1. Room Facilities �ͷ��O(sh��)ʩ
2. Smart Room Facilities �ͷ������O(sh��)ʩ
Part II Listening
1. Introducing Smart Room Facilities ���ܿͷ��O(sh��)���B
2. Reporting Malfunctions �O(sh��)ʩ���ψ���
Part III Reading
1. Room Facility Maintenance and Repair �ͷ��O(sh��)��S���c���B(y��ng)
2. Smart Room Management System ���ܿͷ�����ϵ�y(t��ng)
Part IV Oral Practice
1. Repair and Maintenance Service Orientation �ͷ��S����š��Ӗ(x��n)
2. Malfunction Service ���ψ��޷���(w��)
Part V Writing
Maintenance Record �S��ӛ�
Part VI Review and Practice
Self-assessment
Unit 10 Robot Delivery Service for Room Supplies�ͷ���Ʒ�������ͷ���(w��)
Part I Warming Up
1. Basic Room Supplies ��Ҏ(gu��)�ͷ���Ʒ
2. Types of Robot Delivery Services �������ͷ���(w��)e
Part II Listening
1. Room Supplies Delivery ���Ϳͷ���Ʒ
2. Robot Delivery Application �������͑�(y��ng)�ó���
Part III Reading
1. Smart Delivery Service �ǻۿͷ���Ʒ���ͷ���(w��)
2. Hotel Service Robots �Ƶ����ܷ���(w��)�C(j��)����
Part IV Oral Practice
1. Arranging Room Supply Delivery ���ſͷ���Ʒ����������
2. Introducing Smart Room Supply Delivery Service��B�ͷ���Ʒ�������ͷ���(w��)
Part V Writing
Housekeeping Trace List �ͷ��������
Part VI Review and Practice
Self-assessment

Module Four Food and Beverage
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Unit 11 Chinese Food �вͷ���(w��)
Part I Warming Up
1. Some Typical Chinese Dishes �Ї���ɫ����
2. Food Service Equipment �����(w��)�O(sh��)��
Part II Listening
1. Making a Reservation �в��A(y��)ӆ
2. Recommending Dishes ���]��Ʒ
Part III Reading
1. Delight Your Diners with Smart Restaurant Technology�ǻ��в͏d׌�Ͳ��w�(y��n)���䐂
2. Tasty Chinese Food ��ζ�Ї���
Part IV Oral Practice
1. Handling Table Reservations �вͲ�λ�A(y��)ӆ
2. Dealing with Restaurant Complaints ̎���òͿ���Ͷ�V
Part V Writing
Table Reservation Form ��Ӳ�λ�A(y��)ӆ��
Part VI Review and Practice
Self-assessment
Unit 12 Western Food ���ͷ���(w��)
Part I Warming Up
1. Some Typical Western Dishes ��ɫ����
2. Western Tableware ���Ͳ;�
Part II Listening
1. Receiving Walk-in Guests �Ӵ��o�A(y��)ӆ����
2. Discussing about Western Table Manners ���Ͳ����Y�x
Part III Reading
1. Dining in a Western Way ���ͶY�x
2. Big Data to Create Better Dining Experience ��(sh��)��(j��)��(y��u)����w�(y��n)
Part IV Oral Practice
1. Steps for Serving Western Food �����òͷ���(w��)
2. Ordering Service in a Western Restaurant �����c(di��n)�ͷ���(w��)
Part V Writing
Menu and Bill �ˆ��c�~��
Part VI Review and Practice
Self-assessment
Unit 13 Beverage Service ��ˮ����(w��)
Part I Warming Up
1. Types of Beverage ��Ҫ��ˮ�N�
2. Bar Utensils ��Ҋ�ư��þ�
Part II Listening
1. Serving Beverage ��ˮ����(w��)
2. Recommending Wines ���]���;�
Part III Reading
1. Meet Cecilia—the Robot Bartender �C(j��)�����{(di��o)�Ǝ�
2. Working as a Bartender �{(di��o)�Ǝ��ճ�����
Part IV Oral Practice
1. Recommending Beverages ��������]��ˮ
2. Introducing the Robot Bartender ��B�C(j��)�����{(di��o)�Ǝ�
Part V Writing
The Bar Bill ��ˮ��
Part VI Review and Practice
Self-assessment
Unit 14 Banquet Service �������(w��)
Part I Warming Up
1. Types of Banquets ��Ҋ����N�
2. Banquet Facilities ����O(sh��)ʩ�O(sh��)��
Part II Listening
1. Receiving a Business Banquet Reservation ����A(y��)ӆ
2. Suggesting Banquet Decorations ��ӑ����O(sh��)Ӌ���}
Part III Reading
1. Digital Banquet Facilities ��(sh��)�ֻ�����O(sh��)ʩ�O(sh��)��
2. How to Book a Banquet? ����A(y��)ӆ�����
Part IV Oral Practice
1. Explaining Banquet Facilities ��B��(sh��)�ֻ����ϵ�y(t��ng)
2. Designing a Banquet Menu �O(sh��)Ӌ����ˆ�
Part V Writing
Confi rmation Email �_�J(r��n)�A(y��)ӆ���]��
Part VI Review and Practice
Self-assessment

Module Five Health & Recreation
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Unit 15 Fitness Center & Swimming Pool �������ļ���Ӿ��
Part I Warming Up
1. Fitness Facilities �����O(sh��)ʩ
2. Swimming and Waterproof Equipment ��Ӿ����ˮ�O(sh��)��
Part II Listening
1. Introducing Health Club to the Guest ����˽�B��������
2. At the Indoor Swimming Pool ���҃�(n��i)Ӿ��
Part III Reading
1. What Is Recreation Center? ���^�ʘ�����
2. The Benefi ts of Swimming ��Ӿ�ĺ�̎
Part IV Oral Practice
1. Fitness Center Service Procedure �������ķ���(w��)����
2. Swimming Pool Service Ӿ�ط���(w��)
Part V Writing
Fitness Club Advertisement �����㘷���V��
Part VI Review and Practice
Self-assessment
Unit 16 SPA Service ˮ������(w��)
Part I Warming Up
1. Facial Treatment �沿�o(h��)��
2. Massage Treatment ��Ħ����
Part II Listening
1. SPA Service ˮ������(w��)
2. Recommending a Beauty Treatment ���]�����o(h��)���(xi��ng)Ŀ
Part III Reading
1. An Introduction to Beauty Salon & Modern SPAs����ɳ���ͬF(xi��n)��ˮ����B
2. An Introduction to Hot Spring Fish Therapy ��Ȫ�~����B
Part IV Oral Practice
1. SPA Reservation Service ˮ���A(y��)ӆ����(w��)
2. Managing Guest Record in SPA Service System
SPA ����(w��)ϵ�y(t��ng)�еĿ͑�����
Part V Writing
Beauty SPA Customer Profi le ���� SPA �͑��n��
Part VI Review and Practice
Self-assessment

Module Six Quality Management of Hotel Service
�Ƶ����(w��)�|(zh��)������
Unit 17 Handling Guest Complaints ̎�����˵�Ͷ�V
Part I Warming Up
1. Guests’ Requests ��Ҋ�Ŀ����V��
2. Staff Who Will Handle Guest Complaints in a Restaurant�͏dؓ(f��)؟(z��)̎������Ͷ�V�ĆT��
Part II Listening
1. Dealing with Complaints about Housekeeping Service ̎���ͷ���Ͷ�V
2. Dealing with Complaints about F&B Service ̎�����Ͷ�V
Part III Reading
1. Complaints Are Like the Double-edged Sword Ͷ�V��һ���p�Є�
2. Analysis on Comments �͑���Ҋ����
Part IV Oral Practice
1. Handling Routine Complaints ��Ҏ(gu��)Ͷ�V��̎��
2. Handling Non-routine Complaints �dz�Ҏ(gu��)Ͷ�V��̎��
Part V Writing
In Response to Guest Complaints �ؑ�(y��ng)Ͷ�V
Part VI Review and Practice
Self-assessment
Unit 18 Internal Supervision ��(n��i)������(d��o)
Part I Warming Up
Positions Concerning Internal Supervision ��(n��i)������(d��o)���P(gu��n)��λ
Part II Listening
1. Claiming for Damage and Loss ��Ʒ�p�ĺ�ؔ�a(ch��n)�pʧ�����r
2. Dealing with Laundry Damage Caused by Employees’ Negligence̎����T���^ʧ��(d��o)�µ�ϴ��?li��n)p�Ć��}
Part III Reading
1. Introduction to Deming PDCA Cycle ���� PDCA ѭ�h(hu��n)��B
2. Service Quality in Hospitality Industry ����(w��)�I(y��)��|(zh��)������
Part IV Oral Practice
Employee Performance Management �T��������
Part V Writing
Notice ֪ͨ
Part VI Review and Practice
Self-assessment

Module Seven Marketing and Client Maintenance
�I�N�c�͑��S�o(h��)
Unit 19 Marketing �I �N
Part I Warming Up
1. Types of Marketing Research �Ј��{(di��o)�е���Ҫ��ʽ
2. Types of E-marketing �W(w��ng)�j(lu��)�I�N��ʽ
Part II Listening
1. Presenting Survey Results �����Ј��{(di��o)�нY(ji��)��
2. Marketing a New Product ӑՓ�®a(ch��n)Ʒ�I�N����
Part III Reading
1. E-marketing in Hospitality Industry �Ƶꔵ(sh��)�ֻ��I�N
2. New Media Marketing �Ƶ���ý�w�I�N
Part IV Oral Practice
1. Market Research Procedure �Ј��{(di��o)�еĹ�������
2. Discussing about E-marketing ӑՓ�W(w��ng)�j(lu��)�I�N����
3. Analyzing Consumer Data �͑���Ϣ���ܻ�����
Part V Writing
Meeting Appointment Letter ���h�A(y��)�s�̄�(w��)�ź�
Part VI Review and Practice
Self-assessment
Unit 20 Sales �N ��
Part I Warming Up
1. Sales Tools ��Ҏ(gu��)�N�۹���
2. Major Parts of Hotel Ads �Ƶ�V��Ҫ��
Part II Listening
1. Selling a Large Wedding Banquet ���ͻ����N��
2. Negotiating Sales Terms ӑՓ�N�ۼ�(x��)��(ji��)
Part III Reading
1. Boost Direct Sales via AI & Big Data�˹����ܺʹ�(sh��)��(j��)���N�۵Ĵ��M(j��n)����
2. Revenue Management �������
Part IV Oral Practice
1. Summarizing the Sales Process �����N���^��
2. Selling a Business Meeting �̄�(w��)���h�N��
Part V Writing
Online Reviews and Feedback �����u�r�ͷ���
Part VI Review and Practice
Self-assessment

Module Eight Future Development
δ���l(f��)չ
Unit 21 Career Development š�I(y��)�l(f��)չ
Part I Warming Up
Career Path in Hotels �Ƶ�ĕx��ͨ��
Part II Listening
1. Arranging for a Meeting �M��һ�Ε��h
2. Increasing the RevPAR ���ƽ��ÿ������
Part III Reading
1. Basic Skills in Hospitality Career Development�Ƶ�I(y��)š�I(y��)�l(f��)չ�Ļ�������
2. Leadership Basics for Managers ��(j��ng)�����I(l��ng)��(d��o)�����A(ch��)
Part IV Oral Practice
1. How to Become a Qualifi ed Supervisor ��γɞ�һ���ϸ������
2. Arranging for a Meeting �M��һ�β��T���h
Part V Writing
Daily Work Report �ճ��������
Part VI Review and Practice
Self-assessment
Unit 22 Becoming a Professional Hotel Manager�ɞ�һ�����I(y��)�ľƵ꽛(j��ng)��
Part I Warming Up
Structuring a Morning Briefi ng ���ų���
Part II Listening
1. A Manager’s Welcome Letter ��(j��ng)���Ěgӭ��
2. Employee Motivation �T������
Part III Reading
1. A Day of a Hotel Manager �Ƶ꽛(j��ng)����һ��
2. Job Advertisement for a Hotel Manager �Ƶ꽛(j��ng)����Ƹ�V��
Part IV Oral Practice
1. Select-service Hotel GMs VS Full-service Hotel GMs���x����(w��)�Ƶ꿂��(j��ng)�� VS ȫ����(w��)�Ƶ꿂��(j��ng)��
2. Wishing YOU Success �A(y��)ף�ɹ�
3. Q&A of a General Manager’s Job ����(j��ng)������֪����
Part V Writing
A General Manager’s “Diary” �Ƶ꿂��(j��ng)���ճ�����ӛ�
Part VI Review and Practice
Self-assessment

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