PART 1 식음료(레스토랑)

레스토랑 예약 사례 1 ····································································12
레스토랑 예약 사례 2 ····································································14
좌석 배정 사례 ···············································································16
좌석 안내 사례 ···············································································18
좌석 대기 안내 사례 ······································································20
식사 주문 사례 1 ···········································································24
식사 주문 사례 2 ···········································································26
식사 주문 사례 3 ···········································································30
식사 주문 사례 4 ···········································································34
식사 주문 사례 5 ···········································································36
잘못 서빙된 음식에 대한 대처 사례 1 ·········································40
식사 추천 사례 ···············································································42
식사 및 와인 주문 사례 ································································44
일품 요리 주문 사례 ······································································48
음료 안내 및 주문 사례 ································································52
신용카드 계산 사례 ········································································56
식사금액의 호텔청구서 이전안내 사례 ·········································58
음식에 대한 불평대처 사례 ···························································62
잘못 서빙된 음식에 대한 대처 사례 2 ·········································64
분실물 발생 ····················································································66
뷔페식 조식 ····················································································68
예약 불가 사례 ···············································································70
카운터 좌석은 내방순 ····································································72
세탁비 변상 ····················································································74
잘못된 전표 ····················································································76
맛의 변질 ························································································78
맥주 맛 ···························································································80
고객의 감사인사 ·············································································82
카드 지불 ························································································86
현금 지불 ························································································88
세금과 봉사료 포함 ········································································90
테이블 정리 ····················································································92
일식 문화 ························································································94
양식 문화 ························································································98
간단한 식사주문 ···········································································100

PART 2 객실 예약

숙박 등록 1 ···················································································106
숙박 등록 2 ···················································································110
숙박 등록 3 ···················································································114
숙박 등록 4 ···················································································116
숙박 등록 5 ···················································································118
숙박 등록 6 ···················································································122
숙박 등록 7 ···················································································126
개인 예약 사례 ·············································································132
고객 요청 객실이 없는 경우 ·······················································136
예약 불가 사례 ·············································································138
커넥팅 룸 예약 ·············································································140
예약 접수 사례 ·············································································142

PART 3 객실 서비스

객실 서비스 1 ···············································································148
전기 기구 등의 고장 ····································································150
자판기 등 호텔 내 시설 ·······························································152
전화 고충 사례 ·············································································154
모닝콜 안내 사례 ··········································································156

PART 4 프런트 데스크

프런트 업무 ···················································································162
객실 안내 1 ···················································································164
객실 안내 2 ···················································································166
봉사료 거절 사례 ··········································································168
세탁물 서비스 ···············································································170
퇴숙 절차 ······················································································172
고객 짐 찾기 ·················································································174
고객 짐 전달 ·················································································176
짐 교환권 분실 사례 ····································································178
환전 ·······························································································180
귀중품 취급 ···················································································182
세탁물 취급 ···················································································184
분실물을 찾아주는 사례 ·····························································186
분실물 신고 접수 사례 1 ·····························································190
분실물 신고 접수 사례 2 ·····························································192
분실물 신고 접수 사례 3 ·····························································194
세탁 및 세탁물 손상 시 배상 안내 사례 ····································196
세탁물 퀵 서비스 안내 ································································198
세탁 안내 사례 ·············································································200

PART 5 숙박 등록

침대 사이즈 변경 희망 ································································206
예약 확인 전화 ·············································································208
예약 변경 ······················································································210
회사 지불 사례 ·············································································212
호텔 바우처 사용 사례 ································································214
지불방법 확인 ···············································································216
예약이 누락된 사례 ······································································218
성함 및 투숙기간 확인 사례 ·······················································222
객실에 대해 요청 사항이 있는 사례 ···········································224
TWIN ROOM 예약 사례 ································································226
EXTRA BAD를 요구하는 사례 ·······················································228
8 호텔서비스일본어
예약된 방을 취소하는 사례 ·························································230
투숙한 손님을 찾는 데 대한 응대 사례 ·····································232
대규모 회의를 위한 연회실 예약 사례 ·······································234
선물가게 안내 사례 ······································································238
관광정보 안내 사례 ······································································242
연주회 안내 사례 ··········································································246
업무관련 서비스 안내 사례 ·························································248
셔틀버스 안내 사례 ······································································250
국제전화 연결 사례 ······································································254
타인에게 전화를 넘겨주는 사례 ··················································258
요금 안내 사례 ·············································································262
계산서 작성 및 지불 방법 사례 ··················································264
객실요금 전가와 확인 사례 ·························································266
객실 연장 사용 요금 안내 사례 ··················································268
퇴숙 안내 사례 ·············································································270
단체 퇴실 사례 ·············································································274
환전 사례 ······················································································280
여행자 수표 환전 사례 ································································284
기타 환전 사례 ·············································································286
객실 청소 사례 ·············································································288

PART 6 벨 맨

객실 짐 옮기기 ·············································································294
잘못 전달된 고객 짐 ····································································296
단체 고객 제반 설명 ····································································298
짐 배달 사례 ·················································································300
택시를 잡아주는 사례 ··································································302
벨맨이 손님을 객실로 안내하는 사례 ·········································304
손님과 짐을 함께 엘리베이터로 안내하는 사례 ·························308
호텔 내 시설물 이용 안내 사례 ··················································310
메시지 전달 사례 ··········································································314
약도 안내 사례 ·············································································316
교통편 및 식당 안내 사례 ···························································318
문법 / 321