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· 분류 : 국내도서 > 대학교재/전문서적 > 생활환경계열 > 관광학
· ISBN : 9788964762943
· 쪽수 : 238쪽
· 출판일 : 2016-08-10
목차
PART 1. Practical Tourist English Conversation
01. Meeting Tourists at the Airport
02. Renting a Car
03 .Reservation
04. Check-In
05. Inquiry at the Hotel Front Desk
06. Hotel Service
07. The Switchboard
08. Housekeeping
09. Check-Out
10. Places to Visit
11. At the Restaurant
12. Shopping
13. Assisting Passenger to Depart at the Airport
14. In an Airplane
15. Public Relation
16. How do you like America?
PART 2. Customer Service Training Manual
01. The Guest
02. Guest Satisfaction
03. Types of Guests\0
04. Things You Should Know about Guest Service
05. The Aloha Spirit and the Smil
06. Attitudes towards Guests
07. Appearances and Personal Hygiene
08. Hints on Personal Hygiene
09. Do’s and Don’ts
10. Correct Timing and Coordination
11. Teamwork
12. Tipping
13. Merchandising and Salesmanship
14. Art of Suggestion
15. Wines, Spirits, and Cocktails
16. Breakage and Loss
17. Safety
18. Writing and Taking Orders
19. Picking Up Orders
20. Service
21. Types of Service
22. Maintenance of Your Table
23. Clearing Tables
24. Check Presentation
25. Busboys
