前台接待员和接线员岗位英语

PartOneIAmaReceptionist

Unit1IAmaReceptionist

A.WhoAmI?

B.MyResponsibilities

C.1LoveMyJob

Unit2ThisIsOurHotel

A.Facilities

B.Departments

Unit3WeAreaTeam

A.TheSecretsofSuccessfulHotels

B.IAmaTeamMember

C.IAmHere

D.TheyAreMyCo-workers

Unit4FrontDeskEquipment

A.FrontDeskEquipment

B.FrontDeskComputerSystem

C.FrontDeskPrinter

D.FaxMachine

E.PhotocopyMachine

Unit5TelephoneSystem

A.IncomingCalls

B.OutgoingCalls

Unit6Cheekin

A.GreetingGuests

B.WithReservation

C.WithoutReservation

D.AssigningRooms

E.IssuingRoomKeys

Unit7SalesTechniques

A.Up-sellingGuestrooms

B.RecommendingRestaurants

C.SuggestingPromotionalPackages

Unit8GuestCharges

A.Point-of-saleEquipment

B.GuestAccount

Unit9Wake-upCalls

A.Wake-upCallRequest

B.ManualWake-upCalls

C.CallsnotAnswered

UnitlOCheckout

A.ReviewingtheCharges

B.SetllingthePayment

C.OfferingServices

Unit11KeepingtheFrontDeskCleanandTidy

A.FilingwhileWorking

B.CleaningwhileWorking

Keys

Vocabulary

PartTwoIAmaSwitchboardOperator

Unit1IAmaSwitchboardOperator

A.WhoAm1?

B.MyResponsibilities

C.1LoveMyJob

Unit2ThisIsOurttotel

A.Facilities

B.Departments

Unit3WeAreaTeam

A.TheSecretsofSuccessfulHotels

B.1AmaTeamMember

C.MyPosition

D.TheyAreMyCo-workers

Unit4TransferringCalls

A.GreetingtheCaller

B.Calleronltold

C.TransferringCalls

Uint5RespondingtoInquiries

A.UnderstandingGucstsRequests

B.FindingInformation

C.OperationofGuestroomAmenities

D.QuestionsaboutFunctions

Unit6GivingDirections

A.LocalMan

B.LocationoftheHotel

C.TootherPlaces

Unit7TelephoneCalls

A.CullingThroughOperators

B.CallingfromtheRoom

C.AskingforRate

Unit8Wake-upCalls

A.TakingWake-upCallRequests

B.ManualWake-upCalls

C.TruckofManualWake-upCalls

Unit9HandlingGuestComplaints

A.Listening

B.Apologizing

C.TakingAction

D.AskingforResults

Unit10RespondingtoFireAlarm

A.PrintingtheOccupancyReport

B.ReassuringGuests

Unit11RespondingtoEmergencies

A.EmergencyHotline

B.AskingforDctuils

C.DialingLocalEmergencyNumber

Unit12EyacuatinotheHotel

A.InformingGttests

B.Cooperation

C.UsingThese

Keys

Vocabulary

References

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