Unit 1 Room Reservations 1
Unit 2 Checking in 12
Unit 3 Bell Service(1) 19
Unit 4 Bell Service(2) 27
Unit 5 Concierge Service 32
Unit 6 Checking out 38
Unit 7 The Business Center 44
Unit 8 Restaurant Reservations 51
Unit 9 Receiving the Guest 57
Unit 10 Table Service 62
Unit 11 Chinese Food 69
Unit 12 Breakfast 75
Unit 13 Banquet and Buffet Service 80
Unit 14 Bar Service 86
Unit 15 Handling Complaints 91
Unit 16 Room Service 96
Unit 17 Receiving Guests 100
Unit 18 Room Cleaning 107
Unit 19 Laundry Service 114
Unit 20 Maintenance 119
Unit 21 Other Housekeeping Services 126
Unit 22 Lost and Found 132
Unit 23 Dealing with Complaints 138
Unit 24 Telephone Services 144
Unit 25 At the Recreation Center 152
Unit 26 At the Shopping Arcade 158