1)Housekeeping related departments. 2)How to response to guest's requirements 第一节 L.主要内容：Telephone and email skills 2.基本概念和知识点 1)Telephone skills 2)Email skills 3.问题与应用（能力要求） How to make an appointment through telephone (三)思考与实践 What are the key factors for email writing? (四)教学方法与手段 里堂讲授、多媒休教学、分细练习 第十章F&B Service-I&Exceeding Expectations (一)目的与要求 1.Parts ofamenu 2.Help the guests with orders. (二)教学内容 第一节 .主要内容：Food&Beverage-l 2.基本概念和知识点： 1)On thejob:Waiter service 2)On-sitetraining for waiters 3)Service Skills 4)Someterms in kitchen 5)Someterms in restaurant 第二节 I.主要内容：Exceeding Expectations 2.基本概念和知识点 1)Leamn to identify guest needs to determine how to exceed expectations. 2)Demonstrate ability to take action or respond to something before it happens. 3)Consider cultural background when assessing service needs.Develop skills to be able to“read a guest”correctly. 4)Understand food service is more than delivering food.Develop skills 9 9 1) Housekeeping related departments. 2) How to response to guest’s requirements. 第二节 1．主要内容：Telephone and email skills 2．基本概念和知识点 1) Telephone skills 2) Email skills 3．问题与应用（能力要求） How to make an appointment through telephone. （三）思考与实践 What are the key factors for email writing? （四）教学方法与手段 课堂讲授、多媒体教学、分组练习 第十章 F&B Service –I & Exceeding Expectations （一）目的与要求 1．Parts of a menu 2．Help the guests with orders. （二）教学内容 第一节 1．主要内容： Food & Beverage-I 2．基本概念和知识点： 1) On the job: Waiter service 2) On-site training for waiters 3) Service Skills 4) Some terms in kitchen 5) Some terms in restaurant 第二节 1．主要内容：Exceeding Expectations 2．基本概念和知识点 1) Learn to identify guest needs to determine how to exceed expectations. 2) Demonstrate ability to take action or respond to something before it happens. 3) Consider cultural background when assessing service needs. Develop skills to be able to “read a guest” correctly. 4) Understand food service is more than delivering food. Develop skills