Chapter 1 The Front office 1
Unit 1 Room Reservation(Ⅰ) 2
Unit 2 Room Reservation(Ⅱ) 8
Unit 3 Receptionist 13
Unit 4 Check-in 18
Unit 5 Foreign Currency Exchange 24
Unit 6 Bell Service 29
Unit 7 Settling Guests Complaints 34
Unit 8 At the Information Desk 39
Unit 9 Check-out 45
Chapter 2 Housekeeping 52
Unit 1 Showing Room 53
Unit 2 Chamber Service 59
Unit 3 Laundry 64
Unit 4 Dealing with Emergencies 70
Unit 5 Lost and Found 76
Unit 6 Wake-up Service 82
Unit 7 Miscellaneous Service 87
Chapter 3 Food＆Beverage 93
Unit 1 Reservation 94
Unit 2 Seating Guests 99
Unit 3 Taking Orders for the Western Food 104
Unit 4 Taking Orders for the Chinese Food 110
Unit 5 Room Service 116
Unit 6 Paying the Bill 121
Unit 7 Beverage Service during the Service 127
Unit 8 Bar Service 132
Unit 9 Banquet Service and Buffet 138
Unit 10 Dealing with Complaints 145
Chapter 4 Health＆Recreation 151
Unit 1 At the Health Center 152
Unit 2 In the Beauty Salon 158
Unit 3 Recreation 165
Chapter 5 Business Center 172
Unit 1 At the Bank 173
Unit 2 At the Post Office 178
Unit 3 Booking Tickets 185
Unit 4 Telecommunications 190
Unit 5 Convention Services 195
Chapter 6 At the Hotel Store 200
Unit 1 At the Textile and Knitwear Counter 201
Unit 2 At the Jewelry and Crafts Counter 208
Unit 3 At the Medicine and Foodstuff Department 216
Unit 4 At the Chinese Arts and Stationery Department 222