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Part Ⅰ The Front Desk 1

Unit 1 At the Entrance 1

Unit 2 At the Reception Desk（Ⅰ） 13

Unit 3 At the Reception Desk（Ⅱ） 25

Unit 4 At the Information Desk 37

Unit 5 Room Reservations 49

Unit 6 Check-in Service 63

Unit 7 Check-out Service 73

Unit 8 Depositing Baggage 85

Unit 9 Settling Complaints 95

Part Ⅱ Housekeeping Department 105

Unit 10 Chamber Service 105

Unit 11 Wake-up Call Service 117

Unit 12 Room Service 125

Unit 13 Laundry Service 137

Unit 14 Maintenance 149

Part Ⅲ Food and Beverage Department 159

Unit 15 Booking Seats 159

Unit 16 Seating Guests 173

Unit 17 Taking Orders 185

Unit 18 Serving Dishes 195

Unit 19 Settling Accounts 205

Part Ⅳ Business Center 219

Unit 20 Booking Tickets 219

Unit 21 Exchanging Money 231

Unit 22 Remittance,Packages and E-mails 241

Part Ⅴ Health and Recreation Center 255

Unit 23 At the Health Center 255

Unit 24 At the Beauty Salon 267

Unit 25 Recreation 281

Reference 292

Appendix 293