模块名称名称

模块名称名称项目情景训练内容授课学时备注模块一：hotelmarketing项目一：宣传酒店撰写酒店英文宣传语言6模块二：前台服务（一）项目一:MakingRoomReservations客房预订服务实训情境IMakingtheFITReservation散客预订实训情境2MakingtheGroupReservation团队预订实训情境3ChangingtheReservation改变预订实训情境4CancelingtheReservation取消预订8项目二：Checkingin入住登记服务实训情境1CheckinginfortheGuestwiththeReservation为预订的客人办理入住登记实训情境2CheckinginfortheWalk-inGuest为无预订的客人办理入住登记实训情境3CheckinginfortheGroup为团队客人办理入住登记实训情境4CheckinginfortheHandicapped为残疾客人办理入住登记8模块三礼宾服务项目：Bellboyservice实训情境1AccompanyingtheGuesttotheFrontOffice陪送客人到前台实训情境2AccompanyingtheGuesttotheRoom陪送客人去房间实训情境3IntroducingtheFacilitiesandServices介绍设施和服务实训情境4ReceivingaGuestattheAirport机场接客人实训情境5CallingaTaxifortheGuest为客人叫出租车实训情境6HelpingtheGuestwiththeLuggage为客人搬运和保管行李12模块四客房服务项目一'CleaningtheRoom打扫房间实训情境1CleaningtheRoomNow现在打扫房间实训情境2WhatTimeCanICleantheRoom?什么时间可以打扫房间？4项目二Turn-downServiceand实训情境PracticeTurningDowntheBedandAskinganExtraBed做晚2

ExtendingaBedService晚床服务和加床服务床与要求加床项目二LaundryService洗衣服务实训情境1IntroducingLaundryService介绍洗衣服务实训情境2QuickService快洗服务4项目四RoomService客房送餐服务实训情境1BookingtheRoomServicebyTelephone客房电话送餐预订实训情境2SendingtheOrderedBreakfasttotheGuest'sRoom客房送早餐4项目五introducedthefacilities实训情境1ShowingHowtoUsetheElectrieFacilities教客人如何使用电器设备（设施）实训情境2ShowingHowtoUsetheSafetyDepositBox教客人怎样使用保险箱4模块五餐饮服务项目一TableReservation用餐预订服务实训情境1BookingaTable餐台预订实训情境2BookingaPrivateRoom包房预订实训情境3ReservingtheBanquets宴会预订6项目二ServingintheRestaurant餐厅用餐服务实训情境1ServingBreakfast早餐服务实训情境2ServingtheBuffet自助餐服务实训情境3SeveringtheChineseFood中餐服务实训情境4ServingtheWesternFood西餐服务8项目三BarService酒吧服务实训情境：BarService酒吧服务2项目四GeneralService常规服务实训情境1LeadingintheGuest领位实训情境2TakingOrdersandServingWines点餐和送酒服务实训情境3PayingtheBill结账实训情境4Communicatingwiththe12

Guest与客人交流实训情境5HandlingaComplaintaboutBarService处理酒吧服务投诉实训情境6HandlingaDrunkenGuest应对醉酒客人模块六前台服务（二）项目—：DealingwiththeComplaintandOntheGuest'sRequest处理投诉和回应客人要求的服务实训情境1MeetingtheGuest'sRequest满足客人要求、实训情境2DealingwiththeComplaint处理投诉4项目二：ForeignCurrencyExchange技能实训5外币兑换服务实训情境1ChangingEurosintoChinese欧元兑换人民币实训情境2GoingtotheBankofChinaforChanging到中国银行兑换4项目二heckin