第一部分 日常用语: Daily English I:问候、介绍、告别( Greetings、 introductions and farewells) 1、i' 'm fitterelectrician、per).钳工、电工、管子工 2、 He is an inspector(QC).检验员

一、目的和意义 1、可按照各类人群的营养素推荐供给量,具体落实到用膳者的每日膳 食中,使得人们可以按照需要摄入足够的热能和营养素。 2、结合当地食物的品种、生产季节、经济条件和厨房烹饪水平合理选 择食物。 指导炊事管理人员有计划管理膳食

国际金钥匙 Les clefs d'or emb|em链接 What's Les clefs d'or [Concierge]-n janitor, the keeper of keys. Les clefs d'or pronounce as lay clay door], which is a noun came from old french means an international professional association that at is composed by golden key members who devote to service field

Confrontation of frontofficeoperation Problems: front desk is especially important However. front desk work is often tedious and stressful; the pay is traditionally low; and there is rarely any chance for advancement Result 1. difficult to find well-qualified people 2. low turnover, frequent guest complaints, errorsin the credit, and recurring problems of all kind

Overbooking in Peak Seasons What is Overbooking Overbooking refers to the practice that hotels allow some more reservation to be made than the actual number of rooms Which can be available This is done so as to make up the possible loss caused by no-shows cancellations and ear departures

Rooms of Innovation创新客房 1.“heavenly bedroom天堂之床客房--Starwood 2. Sleep TightHilton睡得香客房- 3. Health-Fit- room健身客房---Hilton 4. Stress-Less- RoomHilton精神放松客房--- 5.hi- -tech hospitalityAccor高科技好客一一雅高 6. sleigh-bed- roomStarwood雪橇床房间-喜达屋 7. Evergreen RoomUS常青客房- Franchise System

IIts lmportance The f&B can account for 2/5 or more of a hotel's profit The f&b is such an indisputable part of a lotel that in China a hotel is called grand restaurant

Hotel Marketing 1. Internal selling &external selling 2. Hotel Marketing strategies

Entry Tourists must fill out a baggage declaration form(in two copies )and hand it in to customs, retaining the carbon to show upon exit

Front Office Operation() 前厅部(一) 重要提示:前台、预订、行李、总机房等机构的设置起到客 人对酒店的\第一印象\和\最后印象\的关键作用 解决问题: