前廳部 front office department 酒店預訂 reservation topic 1 酒店位置及交通路線 hotel location and transportation route / 004 topic 2 預訂房間 booking a room / 008 topic 3 團隊預訂 group reservation / 012 topic 4 變更預訂 revising reservation / 016 topic 5 取消預訂 cancelling reservation / 020 登記入住 check-in service topic 6 預訂客人登記入住 checking-in guests with reservations / 024 topic 7 團隊登記入住 checking-in groups / 028 topic 8 無預訂客人登記入住 checking-in walk-in guests / 034 topic 9 酒店客滿 hotel full / 038 迎接客人 welcoming service topic 10 機場接客 receiving a guest at the airport / 042 topic 11 停車服務 parking service / 046 topic 12 到店接待 receiving guests / 050 topic 13 行李生服務 bellboy service / 054 topic 14 寄存服務 depositing service / 058 topic 15 領取行李 collecting bags / 062 前臺其他服務 other services of the front office department topic 16 電話服務 telephone service / 066 topic 17 留言服務 message service / 070 topic 18 出租車服務 calling a taxi / 074 topic 19 票務服務 ticket service / 078 topic 20 外幣兌換 foreign currency exchange / 082 topic 21 失物招領 lost and found service / 088 topic 22 托嬰服務 baby-sitting service / 092 topic 23 結賬退房 checking-out / 096 topic 24 賬單問題 bill problems / 100 topic 25 處理投訴 settling complaints / 104 客房部 housekeeping department 酒店住宿 hotel accommodation topic 26 帶客進房 guiding guests into the room / 112 topic 27 客房設施 room facilities / 118 topic 28 酒店設施 hotel facilities / 122 topic 29 日常服務 daily service / 128 topic 30 房間清潔 room cleaning / 132 topic 31 延時住宿 extending the stay / 136 topic 32 更換客房 changing the room / 140 topic 33 加床服務 extra bed service / 146 topic 34 客房服務 room service / 150 客房部其他服務 other services provided by the housekeeping department topic 35 叫醒服務 wake-up service / 154 topic 36 維修服務 maintenance service / 158 topic 37 洗衣服務 laundry service / 162 topic 38 縫紉服務 tailoring service / 168 topic 39 醫療服務 medical service / 174 topic 40 索取物品 making requests / 178 topic 41 代客購物 valet shopping / 182 topic 42 物品損壞問題 damaged goods / 186 topic 43 緊急情況處理 dealing with emergency / 190 餐飲部 food and beverage department 餐前服務 services before meal topic 44 餐位預訂 table reservation / 198 topic 45 包間預訂 booking a private room / 202 topic 46 宴會預訂 banquet reservation / 206 topic 47 餐廳客滿 fully booked / 212 topic 48 引客入位 guiding guests / 216 進餐 having dinner topic 49 介紹菜品 introducing food / 220 topic 50 推薦特色菜肴 recommending dishes / 224 topic 51 用餐禮儀 table manners / 228 topic 52 點菜 ordering dishes / 234 topic 53 西餐點餐 ordering western food / 238 topic 54 中餐點餐 ordering chinese food / 242 topic 55 日/韓餐點餐 ordering japanese or korean food / 246 topic 56 點菜特殊要求 special requirements in ordering / 250 topic 57 上菜服務 serving dishes / 254 topic 58 自助餐 buffet / 258 topic 59 更換餐具 asking for stuff during meal / 262 topic 60 添加飯菜 ordering more food / 266 topic 61 上錯菜 serving wrong dishes / 270 topic 62 催菜 hurrying up dishes / 274 topic 63 點甜點 ordering disserts / 280 topic 64 快餐服務 fast food service / 284 topic 65 餐后服務 service after meal / 288 topic 66 征求意見 consulting comments of the meal / 290 topic 67 抱怨菜品 complaints about the dishes / 294 topic 68 抱怨服務和環境 complaints about the dinning service and environment / 298 topic 69 處理抱怨 dealing with the complaints of the customers / 302 用餐結賬及其他事宜 paying bill and other services topic 70 餐廳結賬 paying the bill / 306 topic 71 賬單出錯 mistakes in the bill / 312 topic 72 贈予小費 tipping / 316 topic 73 剩菜打包 getting a doggie bag / 320 topic 74 送客服務 seeing a guest out / 324 topic 75 外賣服務 delivery service / 328 topic 76 休閑茶座 in the teahouse / 332 topic 77 在咖啡廳 in the café / 338 topic 78 酒吧小酌 at the bar / 344 business center 商務中心 topic 79 會議服務 conference service / 354 topic 80 展覽服務 exhibition service / 360 topic 81 通信服務 communication service / 364 topic 82 文件服務 secretary service / 368 topic 83 網絡和電子郵件服務 internet and email service / 372 topic 84 郵政服務 mail service / 376 topic 85 收發傳真 sending and distributing fax / 382 topic 86 翻譯服務 interpreting service / 386 topic 87 旅游信息服務 tourism service / 392 recreation and entertainment department 康樂中心 topic 88 介紹設施 introducing gym facilities / 400 topic 89 健身房服務 at the gym / 404 topic 90 游泳鍛煉 swimming / 410 topic 91 娛樂活動 recreation / 416 topic 92 美容 facial beauty / 422 topic 93 美發 hairdressing / 426 topic 94 網吧服務 net-bar service / 432 topic 95 桑拿和按摩 sauna and massage / 434 shopping center 購物中心 topic 96 在日用品店 at the daily necessities store / 442 topic 97 在禮品店 at the gift shop / 446 topic 98 在化妝品店 at the cosmeics shop / 452 topic 99 在特色食品店 at the store for special food / 458 topic 100 在藥店 at the pharmacy / 462 附錄 appendix 附錄a　酒店主要部門一覽表 / 468 附錄b　酒店主要職位一覽表 / 468 附錄c　酒店標志文字一覽表 / 472 附錄d　酒店常用物品一覽表 / 477 附錄e　西餐主要菜名一覽表 / 482 附錄f　中餐主要菜名一覽表 / 493 附錄g　世界知名酒店集團 / 498