【正文】 her m ot her a f r e dr es once a week ! lesson33 O ut of t he darknes 沖出黑暗 Nearl y a week pased bef or e t he gir l was abl e t o expl ai n what had happened t o her . One aft ernoon she set out f r om t he coast i n a smal boat and was caught i n a storm . Towar ds eveni ng, t he boat str uck a r ock and t he gi rl j um ped i nt o t he sea. Then she swam t o t he shore aft er spending t he whol e ni ght i n the wat er . Duri ng t hat tim e she cover ed a di stance of ei ght mi l es. Ear l y next m or ni ng, she saw a l ight ahead. She knew she was near t he shor e because t he li ght was hi gh up on t he cl if fs. On ar ri vi ng at the shor e, t he gir l st r uggl ed up t he cli f t owar ds t he l ight she had seen. That was al l she r em em ber ed. When she woke up a day later, she f ound her self i n hospi tal. Lesson34 Q ui ck work 破案“神速” Ted Robi nson has been worr i ed al l t he week. Last Tuesday he recei ved a l et er fr om t he local poli ce. I n t he l et er he was asked to cal at t he st at。s bi cycl e! Leson32 Shoppi ng m ade easy 購物變得很方便 People ar e not so honest as they once wer e. The tempt at ion t o st eal i s greater t han e ver bef or e especi al y i n lar ge shops. A det ect ive r ecentl y watched a wel dr esed woman who al ways went i nt o a l ar ge stor e on Monday m or ni ngs. One Monday, t here wer e f ewer peopl e i n the shop than usual when t he wom an cam e in, so it was easi er f or the detecti ve t o wat ch her . The wom an fi r st bought a f ew smal art i cl es. Af ter a li t le t im e, she chose one of the m ost expensi ve dre sses i n t he shop and handed it t o an asi st ant who wrapped i t up f or her as qui ckl y as possi bl e. Then t he wom an si mpl y took t he par cel and wal ked out of t he shop wit hout payi ng. When she was ar rest ed, t he det ect i ve f ound out t hat t he shopassi st ant was her daught er . The gi rl 39。s fi rst pasenger was a doct or who fl ew f r om Bi rmi ngham t o a l onely vi l age i n t he Welsh m ount ai ns. Si nce t hen, Capt ain Fawcet ha s fl own pasenger s to m any unusual pl aces. Once he l anded on t he r oof of a bl ock of f l at s and on anot her occasi on, he landed in a deser t ed car par k. Capt ai n Fawcet has just r ef used a st r ange r equest f r om a busi nesman. The m an wanted t o fl y t o Rockal , a l onel y i sland i n the At lanti c Ocean, but Capt ai n Fawcet t did not t ake him because t he t ri p was t oo dangerous. Lesson30 Football or pol o? 足球還是水球？ The Wayl e is a sm al l ri ver t hat cuts across the par k near my hom e. I li ke si t i ng by t he Wayl e on fi ne aft er noons. It was warm l ast Sunday, so I went and sat on the r iver bank as usual. Som e chi ldr en wer e pl ayi ng gam es on t he bank and t her e wer e som e peopl e r owi ng on the r iver. Suddenl y, one of t he chil dren ki cked a bal ver y har d and it went towar ds a passi ng boat . Som e peopl e on t he bank cal l ed out t o the m an i n t he boat, but he did not hear t hem. The bal str uck him so har d t hat he near l y fel i nt o t he water. I t urned t o look at the chil dr en, but t her e weren39。Pi l at us Por t er39。t axi39。 No Par ki ng39。t it upsi de down ?39。 she sai d, 39。 It39。s a new one. Do you l i ke i t ?39。 I answered. 39。 I39。 What ar e you doi ng ?39。about39。about 39。 he sai d. I wonder. I n England, each man speaks a di f erent l anguage. The Engli sh under st and each ot her, but I don39。You39。I am a f or ei gner,39。 lesson25 Do t he Engl ish speak Engl ish? 英國人講的是英語嗎？ I ar ived i n London at l ast. The r ai l way st at i on was bi g, bl ack and dar k. I di d not know t he way t o my hot el , so I asked a por t er . I not onl y spoke Engli sh ver y car efull y, but ver y cl ear l y as wel l. The port er, however , coul d not under stand me。 I sai d t o the m anager , 39。s father wi l set out wit h her in a smal l boat. Mr Hart has tr ai ned his daught er f or year s. Tomor row he wil l be watching her anxi ously as she swim s the l ong di st ance t o England. Erna 1 目 錄 培訓(xùn)指引 ……………………………………… … ..……… P3 第一章培訓(xùn) ………………………………………… .… P4P5 第二章服務(wù) …………………………………… .…… . P5P6 第三章禮節(jié)、禮貌 ………………… .………… .……… P6P9 第四章語言的藝術(shù)… ……………………………… .… P9P10 第五章提供優(yōu)質(zhì)服務(wù)的十把金鑰匙 …………… .… .P10P11 第六章服務(wù)員應(yīng)具備的酒水知識(shí) ……………… ..… P12P18 第七章十大酒店意識(shí) …………………………… .… .P18P19 第 八章職業(yè)道德 ……………………………………… P20P21 第九章餐飲服務(wù)基本 技能 ………………………… ..P21P34 第十章餐飲推銷 ………………………………… .… .P34P35 第十一章酒店服務(wù)意識(shí)… …………………………… P35P38 第十二章餐廳系統(tǒng)操作講…………………………… P38P44 第十三章 酒店管理中的投訴處理技巧 ............P44P49 第十四章崗位職責(zé)與規(guī)章制度……………………… P49P65 sai d. 39。 car was badl y damaged and easy to r ecognize. Shor tl y aft erwar ds, the pol ice stopped t he car and both men were ar rested. Lesson36 Across the Channel 橫渡海峽 Er na Hart i s goi ng to swi m acr oss t he Engl ish Channel t om or r ow. She i s going t o set out fr om t he French coast at f ive o39。 gave39。t any i n sight: t hey had al l r un away! The man laughed when he reali zed what had happened. He cal ed out t o the chil dren and t hr ew t he bal l bac k t o the bank. Lesson31 Success story 成功者的故事 Yest erday aft er noon Frank Hawki ns was t el ing me about his exper iences as a young man. Fr ank is now the head of a ver y lar ge busi ness pany, but as a boy he used to wor k i n a smal shop. I t was hi s job t o r epair bi cycl es and at that ti me he used to wor k f our teen hours a day. He saved money f or years and i n 1938 he bought a sm al work shop of his own. Dur ing t he war Frank used to m ake spar e part s for aeroplanes. At t hat t ime he had t wo helpers. By t he end of t he war, t he sm al l wor k shop had bee a l ar ge factor y which em pl oyed seven hundr ed and t wentyei ght peopl e. Fr ank sm il ed when he remembered hi s har d earl y year s and the l ong r oad to success. He was st il l sm il ing when t he door opened and his wi f e cam e i