Part One Front Office 1
Unit One Reservation 1
1.Accepting a Long Distance Call Reservatuon 1
2.Accepting a Booking in Person 2
3.Accepting a Group Reservation 3
4.Refusing a Reservation 6
5.Inquiring about the Room Rate 7
6.Accepting a Reservation for V.I.P 8
Useful Expressions 10
Unit Two Registration 17
1.Registering a Guest Who Has a Reservation 17
2.Registering a Walk-in Guest 18
3.Helping to Fill in the Registration Form 19
4.Registering a Tour Group 22
5.Registering a Group of Guests at the Fair 23
6.Dealing with a Reservation Mix-up 24
7.Dealing with a Late Guest 26
8.Recommending Another Hotel for the Guest 27
9.Rearranging a Room for the Guest 29
10.Extending a Reservation for Two Days 31
11.Paying 50坔arge on an Extension for Half a Day 32
12.Changing Rooms 33
Useful Expressions 35
Unit Three Luggage Service 40
1.Bringing the Guest to the Front Desk 40
2.Showing the Guest to His Room 41
3.Introducing the Room Facilities 41
4.Running on Errands for the Guest 44
5.Delivering Bags to the Guest's Room 45
6.Getting down the Luggage for the Guests When Thev Leaves 46
Useful Expressions 47
Unit Four Information 51
1.Inquiring a Guest 51
2.Visiting Someone at the Hotel 52
3.LeavingaMessage for the Guest 52
4.Paging the Guest for the Visitor 54
5.LeavingaMessage for the Visitor 55
6.Delivering the KeyWhen the Guest Returns 56
7.Booking a Plane Ticket 58
8.Booking Play Tickets 59
9.Recommending Places of Interest 60
10.Introducing Spwy Chinese Dishes 62
11.Inquiring about the Hours at the Restaurants 63
12.Inquiring about Entertainmem in the Hotel 64
13.Inquiring about the Night Club 66
14.Checking the Luggage 67
15.Claiming the Luggage 68
Useful Expressions 71
Unit Five Switchboard 81
1.Ariswering an Outside Call 81
2.Taking a Message for the Caller 82
3.Answering a Call from the Guest Room 82
4.Asking for a MorningCall 84
5.Making an Overseas Call 84
6.Makinga Domestic Call 86
Useful Expressions 88
Unit Six The Cashier 93
1.Changing Money 93
2.Offering One Way Change Ondy 94
3.Explaining Change Limit during Night Hours 95
4.Explaining a Credit Limit 98
5.Checking Out in Cash 100
6.Checking Out by Traveller's Cheques 101
7.Explaining an Itemized Bill 102
8.Miscalculating 104
9.Making Two Separate Bills for the Guest 105
Useful Expressions 109
Unit Seven Business Center 117
1.Having Copies Made 117
2.Having Visiting Cards Printed 118
3.Tpying Documents for the Guest 119
4.Sending a Fascimile 122
5.Lending Printer to the Guest 123
6.Making an Overseas Distance Call 124
Use ful Expressions 127
Unit Eight Guests'Complaints 130
1.Complaining about the Noise 130
2.Complaining about the Intolerable Condition 131
3.Moving theGuest to Another Room 132
4.Complaining about the Delay of the Luggage 135
5.Com plaining about the Missing of a Necklace 136
6.Complaining about the Slow Service 138
Useful Expressions 140
1.Making up the Room 146
Part Two Housekeeping Department 146
Unit One Chamber Service 146
2.Helping Guest to Solve Problems 147
3.Providing Turn-down Service 148
Useful Expressions 150
Unit Two Room Service 153
1.Inquiring about Room Service 153
2.Asking for Room Service 154
3.Getting Some Drinks and Refreshments for the Guests 155
Useful Expressions 158
Unit Three Laundry Service 161
1.Explaining the Laundry Service to the Guest 161
2.Accepting Laundry with Special Requirements 162
3.Asking for the Express Service 163
4.Delivering the Laundry to the Guest's Room 165
5.Asking for Mending Service 166
6.Inquiring about Laundry 167
Useful Expressions 171
Unit Four Convention Service 175
1.Renting Convention Facilities 175
2.Checking Convention Facilities 176
3.Testing Convention Facilities 177
Uint Five Miscellanous Services 183
1.Providing Baby-sitting Service 183
2.Providing Extended Service 184
3.Providing Shoe-shining Service 185
4.Dealing with an Emergency 188
5.Arranging a Cocktail Party for the Guest 189
6.Solving a Damage Problem 190
7.Inquiring after a Guest 193
8.Congratulating a Guest on Her Birthday 194
9.Taking Care of the Patient 195
Useful Expressions 197
Part Three Food and Beverage Department 202
Unit One Making Reservation in a Restaurant 202
1.Reserving aTable in a Restaurant 202
2.Accepting a Reservation with Special Requirements 203
3.Refusing a Reservation 203
Useful Expressions 204
1.Seating the Guest Who HasaReservation 206
2.Seating the Guest without a Reservation 206
Unit Two Receiving Guests 206
3.Waiting for Seats 207
4.Sharing theTable 208
5.Receiving a Delegation 209
6.Receiving a Tourist Group 210
Useful Expressions 211
Unit Three Taking Orders 213
1.Ordering Chinese Breakfast 213
2.Ordering Western Breakfast 214
3.Taking Orders for Chinese Food 214
4.Taking Orders for Western Food 216
5.Recommending Today's Speciality 218
6.Introducing Chinese Food 218
7.Taking Orders for Wine 221
9.Recommending Sweets and Fruit 222
8.Suggesting Table D'Hote 222
Useful Expressions 224
Unit Four Serving Dishes 227
1.Misserving 227
2.Speeding up the Dish 227
3.Refusing to Change the Dish 228
Useful Expressions 230
Unit Five Paying the Bill 231
1.Going Dutch 231
2.Charging More 232
3.Signing the Bill 232
Usefull Expressions 233
1.Giving Information about a Buffet 235
Unit Six At Buffet and Snack Bar 235
2.Talking about Buffet Hot Pot Dish 236
3.Having a Meal in a Snack Bar 236
Unit Seven At the Bar 240
1.Serving Drinks 240
2.Talking about Chinese Wines 241
3.Mixing Cocktails 242
Useful Expressions 244
Unit Eight Coffee Shop 246
1.Having Something at the Coffee Shop 246
2.Waiting for Someone 247
3.Trying Chinese Dim Sum 248
Unit Nine Room Service 251
1.Asking fora Room Service 251
2.Sending Food to the Guest Room 252
3.Ordering Snacks and Drinks 253
Useful Expressions 254
Unit Ten Settling Complaints 256
1.Complaining about the Steak 256
2.Complaining about the Shrimps 257
3.Complaining about the Dining-room 257
Useful Expressions 259
Part Four Shopping Arcade 260
Unit One Textiles and Knitwear Department 260
1.Buying a Sweater 260
2.Buying an Embroidered Silk Blouse 261
3.BuyingaCarpet 262
Useful Expressions 265
Unit Two Arts and Crafts Department 267
1.Buying Some Porcelain 267
2.Buying Some Jadeware 268
3.Buying Some Cloisonne 269
4.Buying Some Seals 272
5.BuyingaPainting 273
6.Buying Writing Brushes and Inkstones 274
Useful Exprssions 277
Unit Three Pharmacy and Foodstuff Department 279
1.Buying Chinese Medicine 279
2.Buying Some Chinese Pastry 280
3.Buying Some Chinese Wine 281
Useful Ex Pressions 284
1.Buying Some Jinghua Ham 287
Unit Four Native Produce Department 287
2.Buying Some Chinese Tea 288
3.Buying Some Dried Bamboo Shoots 289
Useful Expressions 291
Part Five For Other Departments 292
Unit One The Beauty Center 292
1.At the Barber's 292
2.At the Hairdresser 294
3.Special Requirements with the Barber 295
Useful Expressions 298
Unit Two The Recreation Center 299
1.In the Chess and Cards Room 299
2.In the Kalaoke Hall 300
3.In the Ballroom 302
4.Inthe Music Teahouse 305
5.At the Night Club 306
6.In the Billiard Room 308
7.In the Electron Game Room 310
8.Inthe Bowling Room 311
9.In the Bar 312
Use ful Expressions 314
Unit Three The Fitness Center 317
1.At the Health Club 317
2.At the Sauna Center 318
3.At the Indoor Swimming Pool 320
4.In the Indoor Skating Rink 324
5.At the Tennis Court 325
6.In the Squash Rackets Room 327
Useful Expresseions 329