包邮旅游景区服务双语教程

目 录前言第1章景区商湾等管理馥既i苤／／overview of service management at scenic spo￡s1.1 景区服务管理概念//concepts of service management at scenic spots1.1.1旅游景区／／scenic spots1.1.2 旅游景点//tourist attractions1.1.3旅游景区服务//services of scenic spots1.1.4旅游景区服务管理//service management at scenic spots1.2 景区服务管理部门//service management departments at scenic spots1.2.1 旅游景区服务内容//service contents at scenic spots1.2.2 景区服务管理部门//service management departments at scenic spots1.3 景区服务的内涵与原则//service connotations and principles at scenic spots1.3.1 景区服务的内涵//service connotations at scenic spots1.3.2 景区服务原则//service principles at scenic spots阅读材料／／readings第2章景区几本礼仪2.1 基本要求//basic requirements2.2 基本礼仪//basic etiquette2.2.1 表情和手势//expressions and gestures.2.2 标准站姿//standard stance2.3 礼貌用语//politeness expressions2.4 情景演练//scenario simulation2.4.1 点人数//count the number of tourists2.4.2 站在合适的位置与游客交谈／／stand in the right position when talking with tourists2.4.3 主动帮助游客//take the initiative to help tourists课后实践与练习//practice and exercise阅读材料／／readings第3章景区售票服务l/services at the ticket d，3.1 常用词汇表/nocabulary3.2 常用句型／／sentences3.3 售票服务管理//ticketing service management3.3.1 售票前准备工作//preparatory work before ticketing第4章景区检票服务第5章景区讲解服务第6章景区游客中心服务第7章景区旅游商品销售服务第8章景区餐饮服务第9章景区宾馆服务附录参考文献