Contents 2
Part 1 Courtesies 2
Unit 1．Greetings 2
Unit 2．Introduction 6
Unit 3．Parting 9
Unit 4．Requests and Responses 12
Unit 5．Thanks and Responses 15
Unit 6．Apologies 18
Unit 7．Asking the Way 21
Unit 8．Asking Time and Dates 25
Unit 9．Making Telephone Calls 28
Part 2 Front Desk Service 34
Unit 1．Reservation（Ⅰ） 34
Unit 2．Reservation（Ⅱ） 43
Unit 3．Guest Arrival 47
Unit 4．Check-in（Ⅰ） 50
Unit 5．Check-in（Ⅱ） 56
Unit 6．Bringing the Guest to Room 60
Unit 7．Delivering Bags 66
Unit 8．Cloakroom 69
Unit 9．Information Desk 73
Unit 10．Messages 77
Unit 11．Paging 82
Unit 12．Money Change 86
Unit 13．Miscellaneous Services 89
Unit 14．Bringing Baggage Down 94
Unit 15．Checking Out 98
Part 3 Housekeeping Service 106
Unit 1．Room Cleaning 106
Unit 2．Lending Equipment to Guests 111
Unit 3．Other Services 114
Unit 4．Damage Problems 119
Unit 5．Dealing with Complaints 122
Unit 6．Lost and Found（Ⅰ） 125
Unit 7．Lost and Found（Ⅱ） 130
Unit 8．Laundry（Ⅰ） 134
Unit 9．Laundry（Ⅱ） 138
Part 4 Food Beverage Service 144
Unit 1．Taking a Reservation 144
Unit 2．Receiving the Diner 148
Unit 3．Taking Orders 153
Unit 4．Breakfast 161
Unit 5．Lunch 166
Unit 6．Dinner 171
Unit 7．Buffet and Snack Bar 175
Unit 8．In a Chinese Restaurant 178
Unit 9．Room Service 184
Unit 10．In the Bar 189
Unit 11．Dealing with Requests 193
Unit 12．Dealing with Complaints 195
Unit 13．Giving the Bill 203
Part 5 Other Services 210
Unit 1．Shopping（Ⅰ） 210
Unit 2．Shopping（Ⅱ） 214
Unit 3．Operator（Ⅰ）Calls from Outside 219
Unit 4．Operator（Ⅱ）Calls from Guest Rooms 222
Unit 5．Operator（Ⅲ）International Calls 226
Unit 6．Convention Facilities 232
Unit 7．Sport and Keep-fit 239
Unit 8．At the Post Office 241
Unit 9．Hair-dressing 244