unit 19 secretarial service 文秘服务
unit 20 convention service 会议服务
附录 380
酒店组织结构表（各部门职位名称）
酒店常见告示
第四篇 航空服务业英语
part 1 preparation before
departure 去机场前的准备去机场前的
unit 1 purchasing tickets 购买机票
unit 2 confirming and rescheduling a flight 确认及更改航班
part 2 at the airport在机场
unit 3 inquiries at the airport 机场问询
unit 4 check-in and dealing with luggage 换登机牌与行李托运
unit 5 transiting and transferring services 过境与转机服务
unit 6 security check 安检
unit 7 boarding 登机
unit 8 delay 航班晚点
part 3 on the plane 在飞机上
unit 9 before and after departure 起飞前后
unit 10 other services on the plane 要求机上服务
unit 11 filling in an entry card and customs declaration 入境卡和海关申报单的填写
unit 12 before landing 抵达目的地前
part 4 arrival 到达目的地
unit 13 customs and immigration 办理入境手续
unit 14 claiming the luggage 提取行李
unit 15 lost baggage 丢失行李
unit 16 airport tax refund 机场退税
unit 17 through the customs 通过海关
unit 18 tourism information 旅游信息
unit 19 missing certificates 证件丢失

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