Module One Welcome on Board
入職智慧酒店
Unit 01 Modern Hotel Industry 現代酒店業
Part I Warming Up
1. Types of Hotels 現代酒店的分類
2. Departments of a Hotel 酒店各部門
Part II Listening
1. A Telephone Inquiry 解答客人的電話問詢
2. What a Smart Hotel! 現代酒店很智能！
Part III Reading
1. Hospitality Industry: Exploring the Latest Trends 酒店業新趨勢
2. Types of Hotels 酒店的類型
Part IV Oral Practice
1. What Kind of Hotel Do You Want? 您需要什么樣的酒店？
2. What Type of Room Would Be Suitable for You? 適合您的房間
Part V Writing
Job Application Letter 求職信
Part VI Review and Practice
Self-assessment
Unit 02 Job Interview 面 試
Part I Warming Up
1. An Online Job Off er 網絡招聘
2. Which Position Are You Interested in? 夢寐以求的職位
Part II Listening
1. How Qualifi ed You Are 智慧酒店任職要求
2. Questions from Your Future Employer 來自雇主的提問
Part III Reading
1. Pre-interview Tips 面試前的建議
2. Top Skills Employers Want 未來雇主希望員工具備的技能
Part IV Oral Practice
1. A Good Self-introduction Counts a Lot 一份好的自我介紹讓你事半功倍
2. A Simulated Job Interview 模擬面試
Part V Writing
Resume 電子簡歷
Part VI Review and Practice
Self-assessment

Module Two Front Offi ce
前 廳
Unit 03 Reservation 預 訂
Part I Warming Up
1. Room Type 房間類型
2. Suite Type 套房類型
Part II Listening
1. Receiving an FIT Reservation 接受散客預訂
2. Taking Down the Guest’s Information 記錄客人信息及需求
Part III Reading
1. What Is Front Offi ce Department? 前廳部簡介
2. New Technologies in Hotel Rooms 酒店客房里的新科技
Part IV Oral Practice
1. FIT Reservation 散客預訂
2. Summary of the Working Procedure 預訂流程總結
Part V Writing
E-version Reservation Form 電子版預訂單
Part VI Review and Practice
Self-assessment
Unit 04 Modifi cation and Cancellation of Reservations更改及取消預訂
Part I Warming Up
1. Ways to Reserve 預訂方式
2. Receiving Reservations 預訂接待
Part II Listening
1. Can I Put Your Name on Our Waiting List? 可以把您加入候補名單嗎？
2. Would You Mind Changing It for Another Room? 您介意換一種房型嗎？
Part III Reading
1. Guaranteed Reservation in Hotels 酒店里的保證性預訂
2. Overbooking 超額預訂
Part IV Oral Practice
1. Modifi cation of Reservation 更改預訂
2. Cancellation of Reservation 取消預訂
Part V Writing
Notice for Extra Bed 加床通知單
Part VI Review and Practice
Self-assessment
Unit 05 Check-in 入 住
Part I Warming Up
1. Abbreviations 前廳常用術語縮寫
2. Smart Reception 智慧前臺
Part II Listening
1. Group Check-in 為團隊客人辦理入住
2. FIT Check-in 為散客辦理入住
Part III Reading
1. New Technologies Make Your Stay More Enjoyable酒店的新技術應用讓住店體驗更加舒適
2. What Is Hotel PMS? 什么是酒店前臺操作系統？
Part IV Oral Practice
1. Check-in for Guest with Reservation 為有預訂的客人辦理入住
2. Check-in for a Walk-in Guest 為無預訂的客人辦理入住
Part V Writing
Registration Form 入住登記表
Part VI Review and Practice
Self-assessment
Unit 06 Concierge in Smart Hotels 智慧酒店的禮賓服務
Part I Warming Up
1. Concierge Service 禮賓服務
2. Helping the Guest to Do Self Check-in 幫客人辦理自助入住
Part II Listening
1. Showing Guest to the Room 引導客人進入客房
2. Airport Representative 接送機服務
Part III Reading
1. Smart Concierge 智慧酒店禮賓服務
2. What Is Concierge? 什么是禮賓服務？
Part IV Oral Practice
1. Bell Service 行李服務
2. Booking a Show Ticket 預訂演出門票
Part V Writing
A 2-Day-Tour Itinerary 二日精品游行程
Part VI Review and Practice
Self-assessment
Unit 07 Check-out 結賬退宿
Part I Warming Up
1. Room Status 房態
2. Ways of Payment 支付方式
Part II Listening
1. A Miscalculated Hotel Bill 處理錯誤賬單
2. Let Me Draw the Bill for You 為客人準備退宿賬單
Part III Reading
1. Contactless Experiences in a Hotel 無接觸服務體驗
2. E-CNY 數字人民幣
Part IV Oral Practice
1. FIT Check-out 散客退宿
2. Group Check-out 團隊退宿
Part V Writing
Logbook for Receptionist 前臺接待工作交接記錄
Part VI Review and Practice
Self-assessment

Module Three Housekeeping
客 房
Unit 08 Routine Housekeeping Service 常規客房服務
Part I Warming Up
1. Room Facilities 客房設施
2. Linen Products 客房常用布草
Part II Listening
1. Chamber Service 客房清潔服務
2. Turndown Service 夜床服務
Part III Reading
1. Chamber Service Procedure 房間清潔服務程序
2. Intelligent Service in Guest Rooms 智能客房服務
Part IV Oral Practice
1. Confi rming Housekeeping Service 確認客房服務
2. Intelligent Service in Guest Rooms 智能客房服務
Part V Writing
Laundry Form 洗衣單
Part VI Review and Practice
Self-assessment
Unit 09 Smart Room System 智能客房系統
Part I Warming Up
1. Room Facilities 客房設施
2. Smart Room Facilities 客房智能設施
Part II Listening
1. Introducing Smart Room Facilities 智能客房設備介紹
2. Reporting Malfunctions 設施故障報修
Part III Reading
1. Room Facility Maintenance and Repair 客房設備維修與保養
2. Smart Room Management System 智能客房管理系統
Part IV Oral Practice
1. Repair and Maintenance Service Orientation 客房維修入職培訓
2. Malfunction Service 故障報修服務
Part V Writing
Maintenance Record 維修記錄
Part VI Review and Practice
Self-assessment
Unit 10 Robot Delivery Service for Room Supplies客房用品智能配送服務
Part I Warming Up
1. Basic Room Supplies 常規客房用品
2. Types of Robot Delivery Services 智能配送服務類別
Part II Listening
1. Room Supplies Delivery 配送客房用品
2. Robot Delivery Application 智能配送應用程序
Part III Reading
1. Smart Delivery Service 智慧客房用品配送服務
2. Hotel Service Robots 酒店智能服務機器人
Part IV Oral Practice
1. Arranging Room Supply Delivery 安排客房用品的智能配送
2. Introducing Smart Room Supply Delivery Service介紹客房用品智能配送服務
Part V Writing
Housekeeping Trace List 客房部借物單
Part VI Review and Practice
Self-assessment

Module Four Food and Beverage
餐 飲
Unit 11 Chinese Food 中餐服務
Part I Warming Up
1. Some Typical Chinese Dishes 中國特色菜肴
2. Food Service Equipment 餐飲服務設備
Part II Listening
1. Making a Reservation 中餐預訂
2. Recommending Dishes 推薦菜品
Part III Reading
1. Delight Your Diners with Smart Restaurant Technology智慧中餐廳讓就餐體驗更愉悅
2. Tasty Chinese Food 美味中國菜
Part IV Oral Practice
1. Handling Table Reservations 中餐餐位預訂
2. Dealing with Restaurant Complaints 處理用餐客人投訴
Part V Writing
Table Reservation Form 電子餐位預訂單
Part VI Review and Practice
Self-assessment
Unit 12 Western Food 西餐服務
Part I Warming Up
1. Some Typical Western Dishes 特色西餐
2. Western Tableware 西餐餐具
Part II Listening
1. Receiving Walk-in Guests 接待無預訂客人
2. Discussing about Western Table Manners 西餐餐桌禮儀
Part III Reading
1. Dining in a Western Way 西餐禮儀
2. Big Data to Create Better Dining Experience 大數據優化顧客體驗
Part IV Oral Practice
1. Steps for Serving Western Food 西餐用餐服務
2. Ordering Service in a Western Restaurant 西餐點餐服務
Part V Writing
Menu and Bill 菜單與賬單
Part VI Review and Practice
Self-assessment
Unit 13 Beverage Service 酒水服務
Part I Warming Up
1. Types of Beverage 主要酒水種類
2. Bar Utensils 常見酒吧用具
Part II Listening
1. Serving Beverage 酒水服務
2. Recommending Wines 推薦佐餐酒
Part III Reading
1. Meet Cecilia—the Robot Bartender 機器人調酒師
2. Working as a Bartender 調酒師日常工作
Part IV Oral Practice
1. Recommending Beverages 為客人推薦酒水
2. Introducing the Robot Bartender 介紹機器人調酒師
Part V Writing
The Bar Bill 酒水單
Part VI Review and Practice
Self-assessment
Unit 14 Banquet Service 宴會服務
Part I Warming Up
1. Types of Banquets 常見宴會種類
2. Banquet Facilities 宴會設施設備
Part II Listening
1. Receiving a Business Banquet Reservation 宴會預訂
2. Suggesting Banquet Decorations 商討宴會設計問題
Part III Reading
1. Digital Banquet Facilities 數字化宴會設施設備
2. How to Book a Banquet? 如何預訂宴會？
Part IV Oral Practice
1. Explaining Banquet Facilities 介紹數字化宴會系統
2. Designing a Banquet Menu 設計宴會菜單
Part V Writing
Confi rmation Email 確認預訂的郵件
Part VI Review and Practice
Self-assessment

Module Five Health & Recreation
康 樂
Unit 15 Fitness Center & Swimming Pool 健身中心及游泳池
Part I Warming Up
1. Fitness Facilities 健身設施
2. Swimming and Waterproof Equipment 游泳及防水設備
Part II Listening
1. Introducing Health Club to the Guest 向客人介紹健身中心
2. At the Indoor Swimming Pool 在室內泳池
Part III Reading
1. What Is Recreation Center? 何謂娛樂中心
2. The Benefi ts of Swimming 游泳的好處
Part IV Oral Practice
1. Fitness Center Service Procedure 健身中心服務程序
2. Swimming Pool Service 泳池服務
Part V Writing
Fitness Club Advertisement 健身俱樂部廣告
Part VI Review and Practice
Self-assessment
Unit 16 SPA Service 水療服務
Part I Warming Up
1. Facial Treatment 面部護理
2. Massage Treatment 按摩推拿
Part II Listening
1. SPA Service 水療服務
2. Recommending a Beauty Treatment 推薦美容護理項目
Part III Reading
1. An Introduction to Beauty Salon & Modern SPAs美容沙龍和現代水療介紹
2. An Introduction to Hot Spring Fish Therapy 溫泉魚療介紹
Part IV Oral Practice
1. SPA Reservation Service 水療預訂服務
2. Managing Guest Record in SPA Service System
SPA 服務系統中的客戶管理
Part V Writing
Beauty SPA Customer Profi le 美容 SPA 客戶檔案
Part VI Review and Practice
Self-assessment

Module Six Quality Management of Hotel Service
酒店服務質量管理
Unit 17 Handling Guest Complaints 處理客人的投訴
Part I Warming Up
1. Guests’ Requests 常見的客人訴求
2. Staff Who Will Handle Guest Complaints in a Restaurant餐廳負責處理客人投訴的員工
Part II Listening
1. Dealing with Complaints about Housekeeping Service 處理客房部投訴
2. Dealing with Complaints about F&B Service 處理餐飲部投訴
Part III Reading
1. Complaints Are Like the Double-edged Sword 投訴是一把雙刃劍
2. Analysis on Comments 客戶意見分析
Part IV Oral Practice
1. Handling Routine Complaints 常規投訴的處理
2. Handling Non-routine Complaints 非常規投訴的處理
Part V Writing
In Response to Guest Complaints 回應投訴
Part VI Review and Practice
Self-assessment
Unit 18 Internal Supervision 內部督導
Part I Warming Up
Positions Concerning Internal Supervision 內部督導相關崗位
Part II Listening
1. Claiming for Damage and Loss 物品損壞和財產損失的索賠
2. Dealing with Laundry Damage Caused by Employees’ Negligence處理因員工過失導致的洗衣損壞問題
Part III Reading
1. Introduction to Deming PDCA Cycle 戴明 PDCA 循環介紹
2. Service Quality in Hospitality Industry 服務業中的質量管理
Part IV Oral Practice
Employee Performance Management 員工績效管理
Part V Writing
Notice 通知
Part VI Review and Practice
Self-assessment

Module Seven Marketing and Client Maintenance
營銷與客戶維護
Unit 19 Marketing 營 銷
Part I Warming Up
1. Types of Marketing Research 市場調研的主要方式
2. Types of E-marketing 網絡營銷方式
Part II Listening
1. Presenting Survey Results 描述市場調研結果
2. Marketing a New Product 討論新產品營銷策略
Part III Reading
1. E-marketing in Hospitality Industry 酒店數字化營銷
2. New Media Marketing 酒店新媒體營銷
Part IV Oral Practice
1. Market Research Procedure 市場調研的工作程序
2. Discussing about E-marketing 討論網絡營銷方法
3. Analyzing Consumer Data 客戶信息智能化分析
Part V Writing
Meeting Appointment Letter 會議預約商務信函
Part VI Review and Practice
Self-assessment
Unit 20 Sales 銷 售
Part I Warming Up
1. Sales Tools 常規銷售工具
2. Major Parts of Hotel Ads 酒店廣告要素
Part II Listening
1. Selling a Large Wedding Banquet 大型婚宴銷售
2. Negotiating Sales Terms 討論銷售細節
Part III Reading
1. Boost Direct Sales via AI & Big Data人工智能和大數據對銷售的促進作用
2. Revenue Management 收益管理
Part IV Oral Practice
1. Summarizing the Sales Process 梳理銷售過程
2. Selling a Business Meeting 商務會議銷售
Part V Writing
Online Reviews and Feedback 線上評價和反饋
Part VI Review and Practice
Self-assessment

Module Eight Future Development
未來發展
Unit 21 Career Development 職業發展
Part I Warming Up
Career Path in Hotels 酒店的晉升通道
Part II Listening
1. Arranging for a Meeting 組織一次會議
2. Increasing the RevPAR 提高平均每房收益
Part III Reading
1. Basic Skills in Hospitality Career Development酒店業職業發展的基本技能
2. Leadership Basics for Managers 經理的領導力基礎
Part IV Oral Practice
1. How to Become a Qualifi ed Supervisor 如何成為一個合格的主管
2. Arranging for a Meeting 組織一次部門會議
Part V Writing
Daily Work Report 日常工作報告
Part VI Review and Practice
Self-assessment
Unit 22 Becoming a Professional Hotel Manager成為一名專業的酒店經理
Part I Warming Up
Structuring a Morning Briefi ng 安排晨會
Part II Listening
1. A Manager’s Welcome Letter 經理的歡迎信
2. Employee Motivation 員工激勵
Part III Reading
1. A Day of a Hotel Manager 酒店經理的一天
2. Job Advertisement for a Hotel Manager 酒店經理招聘廣告
Part IV Oral Practice
1. Select-service Hotel GMs VS Full-service Hotel GMs精選服務酒店總經理 VS 全服務酒店總經理
2. Wishing YOU Success 預祝成功
3. Q&A of a General Manager’s Job 總經理工作知多少
Part V Writing
A General Manager’s “Diary” 酒店總經理日常工作記錄
Part VI Review and Practice
Self-assessment