Part One Front Desk Services
Unit 1 Reservation
1 Accepting a Reservation
2 The Hotel is Fully Booked
3 Changing the Reservation Date
4 Cancelling the Reservation
Unit 2 Check in
1 Checking in for the Guest with Reservation
2 Checking in for the Guest without Reservation
3 Checking in for a Group
4 No Reservation and the Hotel is Fully Booked
Unit 3 Currency Exchanging
1 Normal Procedure
2 The Night Change Limits
3 Cash a Check
4 There is No Full Exchange Service
Unit 4 Delivering Luggage
1 At the Door
2 After Checking in
3 Arriving at the Room
4 Delivering Bags to the Wrong Room
5 Before Checking Out
Unit 5 Information
1 Giving Directions to the Hotel
2 Giving Information
3 Introducing about Entertainment in the Hotel
4 About the Restaurants
5 Where to Buy some Cigarettes
6 Depositing Bags
〖1〗7 When the Guests Want the Keys
Unit 6Check?out
1 Paying in Cash
2 Paying with Credit Cards
3 Explaining the Bill
4 The Hotel Doesn?t Accept Personal Checks
Part Two Housekeeping Services
Unit 1 Floor Attendants
1 Showing the Guests to their Rooms
2 Introducing the Room Facilities
3 About the Hotel Services
Unit 2 Chamber Service
1 Cleaning the Room
2 Asking for an Early Cleaning
3 Turn down Service
Unit 3 Laundry Service
1 Explaining Laundry Service
2 Demanding Laundry Service
3 Suggesting Express Laundry Service
Unit 4 Miscellaneous Services
1 Providing Something Extra on Request
2 Shopping for Guests
3 About Room Service
Unit 5 Dealing with the Complaints
1 Toilet Problem
2 Television Problem
3 The Air Conditioner is Out of Work
4 People Next Door are Noisy
Unit 6 Lost and Found
1 My Necklace is Missing
2 When the Guest has Checked out
3 Mailing the Lost Property to its Owner
4 Your Bag has been Found
Part Three Food Beverage Services
Unit 1 Reserving a Table
1 A Reservation for Mrs. Dunlop
2 Reserving a Banquet
3 Overbooking
Unit 2 Seating Guests
1 Seating the Guest with a Reservation
2 Seating the Guest without a Reservation
3 We Want a Larger Lazy Susan
Unit 3 Taking Orders
1 Taking a la Carte Order
2 Ordering Dinner for Two
3 Ordering Breakfast
Unit 4 Serving Dishes
1 A Chinese Banquet
2 In the Coffee Shop
3 At the Bar
Unit 5 Room Service
1 Replenishing the Mini?Bar
2 Ordering Room Service
3 Sending the Ordered Meal to the Guest s Room
Unit 6 Complaints
1 Complaining about Dish93〖1〗2 We are in a Hurry
3 Wrong Bill
Unit 7 Ways of Payment
1 Paying by Cash
2 Paying with the Credit Card
3 Signing the Bill
Part Four Auxiliary Services
Unit 1 Services for Business
1 Copying
2 Fax Sending
3 Sending Email
4 Typing
Unit 2 Services for Meeting and Exhibition
1 Booking a Meeting
2 Arranging the Meeting Room1
3 Booking an Exhibition1
4 Handling the Urgent Needs1
Unit 3 Services for Health Recreation
1 Swimming
2 Sauna Bath
3 Bowling
4 Body Building
5 Night Club
Unit 4 Services for Shopping
1 Choosing Silk Fabrics
2 Chinese Culture and Tea
3 Choosing Souvenir Gift
4 Choosing Traditional Chinese Paintings
Unit 5 Services for Tourism
1 Asking Information about Traveling
2 Asking about the Sights
3 Reserving a Natural Scenery Tour
4 Arranging the Itinerary
Appendix
ⅠAppendix
ⅡAppendix
ⅢAppendix
ⅣAppendix
ⅤAppendix
Ⅵ参考文献
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