Part Ⅰ Front Desk前台 3
Lesson1 Making a Reservation预订客房 3
Lesson2 Reception接待 15
Lesson3 Inquiring Information问讯 24
Lesson4 The Cashier收银员 34
Lesson5 Settling Guests Complaints处理投诉 41
Lesson6 Dealing with Leaving Procedure办理离店手续 52
Lesson7 Guiding the Guests to Their Rooms引客进房 61
PartⅡ The Housekeeping Department客房部 61
Lesson8 Chamber Service客房服务 71
Lesson9 Special Services特别服务 81
Lesson10 Laundry Service洗衣服务 92
Lesson11 Maintenance维修服务 100
Lesson12 Wake-up Call Service唤醒服务 107
PartⅢ Food And Beverage Department餐馆部 117
Lesson13 At the Bar在酒吧间 117
Lesson14 Seating Guests安排就座 125
Lesson15 Taking Orders点菜 133
Lesson16 Serving Dishes上菜 143
Lesson17 At the Chinese Restaurant在中餐馆 150
Lesson18 Western Food吃西餐 161
Lesson19 Birthday Party生日晚会 175
Lesson20 Paying the Bill付账 182
PartⅣ Health And Recreation Center康乐部 193
Lesson21 At the Health Center在健身中心 193
Lesson22 At Dance跳舞 202
Lesson23 Going to the Cinema看电影 210
Lesson24 In the Night Club在夜总会 218
Lesson25 At the Beauty Center在美容中心 224
PartⅤ Shopping Arcade商场部 239
Lesson26 At the Food and Beverage Department在食品饮料部 239
Lesson27 At the Garments Department在服装部 248
Lesson28 At the Satationery Departmentd在文化用品部 256
Lesson29 At the Domestic Appliances Shop在家用电器部 263
Lesson30 At the Jewelry and Crafts Department在珠宝工艺品部 271
APPENDIX Ⅰ Useful Hotel Vocabulaty饭店常用词汇 279
APPENDIX Ⅱ Useful Restaurant Vocabulary餐馆常用词汇 302
APPENDIX Ⅲ Hotel Organization Chart饭店机构表 332