酒店前厅英语口语

本书特色

《酒店前厅英语口语》：中国酒店管理协会指定培训教材，酒店行业员工岗位技能培训教材，酒店行业职业资格考试辅导用书。

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插图：Hotels play an important role in tourism. Its aim is to create a home away fromhome for the guests who need rest, food and drink. The front office of a hotel isconsideled as its "shop window". The staff's efficiency and personality are of greatimportance to the realization of the hotel's aim. As to room reservation, it's the first contact that a guest has with the hotel.Reservations are usually made through telephone, fax and computer. The reservationclerk represents the hotel whenever he or she answers the phone and deal with a caller.Every caller is a potential client, whether the person is an individual tourist or a travelagent. The clerk should make sure that callers become customers. So it's important thateach reservation request should be dealt with professionally, efficiently and courteously. In another word, staff in the reservation determines the guest's first impression ofthe hotel. They must be skilled in the following reservation procedure. The jobresponsibility includes answering questions concerning reservations, booking andassigning rooms for guests. They also take reservations, cancellations and revisions andwrite and send out the hotels letters of confirmation.

作者简介

贺湘辉，先生，中国酒店管理协会（CHMA）副会长，著名酒店管理讲师，广东省职业技能鉴定（GD-OSTA）餐饮专家，国际培训认证协会（ITCA）酒店专业委员会顾问，广州人力资源管理协会专家，国家职业技能鉴定高级考评员，广东高职高专教育酒店管理教学指导委员会委员。主编国家职业技能培训鉴定教材《酒店管理师（二、三、四级）》；《中国饭店业职业经理人执业资格认定考试指定用书》系列培训教材；《21世纪高职高专旅游酒店精品规划教材》；《新博亚酒店一线员工》系列培训教材；《全国酒店行业职业技能提升与发展丛书·情景英语口语》系列培训教材等多种酒店管理类丛书。一直致力于高星级旅游酒店管理和教育教学工作、酒店管理职业资格认证和职业培训教材研发工作，研究方向为旅游酒店管理。主讲旅游酒店业务管理、服务技巧、营销案例等核心课程。