模塊名稱名稱項目情景訓(xùn)練內(nèi)容授課學(xué)時備注模塊一：hotelmarketing項目一：宣傳酒店撰寫酒店英文宣傳語言6模塊二：前臺服務(wù)（一）項目一:MakingRoomReservations客房預(yù)訂服務(wù)實訓(xùn)情境IMakingtheFITReservation散客預(yù)訂實訓(xùn)情境2MakingtheGroupReservation團隊預(yù)訂實訓(xùn)情境3ChangingtheReservation改變預(yù)訂實訓(xùn)情境4CancelingtheReservation取消預(yù)訂8項目二：Checkingin入住登記服務(wù)實訓(xùn)情境1CheckinginfortheGuestwiththeReservation為預(yù)訂的客人辦理入住登記實訓(xùn)情境2CheckinginfortheWalk-inGuest為無預(yù)訂的客人辦理入住登記實訓(xùn)情境3CheckinginfortheGroup為團隊客人辦理入住登記實訓(xùn)情境4CheckinginfortheHandicapped為殘疾客人辦理入住登記8模塊三禮賓服務(wù)項目：Bellboyservice實訓(xùn)情境1AccompanyingtheGuesttotheFrontOffice陪送客人到前臺實訓(xùn)情境2AccompanyingtheGuesttotheRoom陪送客人去房間實訓(xùn)情境3IntroducingtheFacilitiesandServices介紹設(shè)施和服務(wù)實訓(xùn)情境4ReceivingaGuestattheAirport機場接客人實訓(xùn)情境5CallingaTaxifortheGuest為客人叫出租車實訓(xùn)情境6HelpingtheGuestwiththeLuggage為客人搬運和保管行李12模塊四客房服務(wù)項目一'CleaningtheRoom打掃房間實訓(xùn)情境1CleaningtheRoomNow現(xiàn)在打掃房間實訓(xùn)情境2WhatTimeCanICleantheRoom?什么時間可以打掃房間？4項目二Turn-downServiceand實訓(xùn)情境PracticeTurningDowntheBedandAskinganExtraBed做晚2

ExtendingaBedService晚床服務(wù)和加床服務(wù)床與要求加床項目二LaundryService洗衣服務(wù)實訓(xùn)情境1IntroducingLaundryService介紹洗衣服務(wù)實訓(xùn)情境2QuickService快洗服務(wù)4項目四RoomService客房送餐服務(wù)實訓(xùn)情境1BookingtheRoomServicebyTelephone客房電話送餐預(yù)訂實訓(xùn)情境2SendingtheOrderedBreakfasttotheGuest'sRoom客房送早餐4項目五introducedthefacilities實訓(xùn)情境1ShowingHowtoUsetheElectrieFacilities教客人如何使用電器設(shè)備（設(shè)施）實訓(xùn)情境2ShowingHowtoUsetheSafetyDepositBox教客人怎樣使用保險箱4模塊五餐飲服務(wù)項目一TableReservation用餐預(yù)訂服務(wù)實訓(xùn)情境1BookingaTable餐臺預(yù)訂實訓(xùn)情境2BookingaPrivateRoom包房預(yù)訂實訓(xùn)情境3ReservingtheBanquets宴會預(yù)訂6項目二ServingintheRestaurant餐廳用餐服務(wù)實訓(xùn)情境1ServingBreakfast早餐服務(wù)實訓(xùn)情境2ServingtheBuffet自助餐服務(wù)實訓(xùn)情境3SeveringtheChineseFood中餐服務(wù)實訓(xùn)情境4ServingtheWesternFood西餐服務(wù)8項目三BarService酒吧服務(wù)實訓(xùn)情境：BarService酒吧服務(wù)2項目四GeneralService常規(guī)服務(wù)實訓(xùn)情境1LeadingintheGuest領(lǐng)位實訓(xùn)情境2TakingOrdersandServingWines點餐和送酒服務(wù)實訓(xùn)情境3PayingtheBill結(jié)賬實訓(xùn)情境4Communicatingwiththe12

Guest與客人交流實訓(xùn)情境5HandlingaComplaintaboutBarService處理酒吧服務(wù)投訴實訓(xùn)情境6HandlingaDrunkenGuest應(yīng)對醉酒客人模塊六前臺服務(wù)（二）項目—：DealingwiththeComplaintandOntheGuest'sRequest處理投訴和回應(yīng)客人要求的服務(wù)實訓(xùn)情境1MeetingtheGuest'sRequest滿足客人要求、實訓(xùn)情境2DealingwiththeComplaint處理投訴4項目二：ForeignCurrencyExchange技能實訓(xùn)5外幣兌換服務(wù)實訓(xùn)情境1ChangingEurosintoChinese歐元兌換人民幣實訓(xùn)情境2GoingtotheBankofChinaforChanging到中國銀行兌換4項目二heckin