Unit 1 Hotel Reservation 1
Unit 2 Check-in 5
Unit 3 Changing the Room 9
Unit 4 At the Business Center 12
Unit 5 At the Concierge 15
Unit 6 At the Switchboard 19
Unit 7 Housekeeping 23
Unit 8 Room Furnishings and Amenities 26
Unit 9 Cleaning and Housekeeping 31
Unit 10 Engineering Department 35
Unit 11 Laundry Service 40
Unit 12 Restaurant Reservation 43
Unit 13 Seating Guests 46
Unit 14 Taking Drink Orders 49
Unit 15 Taking Food Orders 54
Unit 16 Food and Dish Items 58
Unit 17 Room Service 63
Unit 18 Joining the Sports Club 67
Unit 19 Explaining the Facilities in the Sports Center 69
Unit 20 At the Gift Shop 72
Unit 21 Handling Guests Complaint 75
Unit 22 Check-out 79
Unit 23 Giving Directions 82
Unit 24 Meeting Guests at the Airport 86
Unit 25 Airline Ticket Booking 89
Unit 26 Traveling by Air 93
Appendix 98