Part One Phonetics 1
Lesson One English Alphabet 1
Lesson Two Phonetics 4
Lessn Three Rules of Pronunciation 11
Part Two Courtesies 17
Lesson One Greetings 17
Lesson Two Introduction 18
Lesson Three Parting 19
Lesson Four Requests and Responses 21
Lesson Five Thanks and Responses 23
Lesson Six Apologies 24
Lesson Seven Asking the Way 25
Lesson Eight Asking Time and Date 29
Lesson Nine Making Telephone Calls 36
Part Three Front Office 40
Lesson One Brief Introduction and Organization Chart 40
Lesson Two Reservation 43
Lesson Three Check-in 47
Lesson Four Bringing the Guest to Room 52
Lesson Five Information 55
Lesson Six Messages 59
Lesson Seven Mail Service 62
Lesson Eight Money Exchange 63
Lesson Nine Checking Out 67
Lesson Ten Sales and Marketing in Front Office 70
Lesson One Chamber Service 77
Part Four Housekeeping Department 77
Lesson Two Special Service 80
Lesson Three Damage Problems 85
Lesson Four Wake-up Call Service 88
Lesson Five Lost and Found 91
Lesson Six Laundry Service 95
Lesson Seven Settling Guests' Complaints 99
Part Five Food and Beverage Dapartment 108
Lesson One Banquet Reservation 108
Lesson Two Receiving the Diner 111
Lesson Three Taking Orders 114
Lesson Four In the Western Restaurant 118
Lesson Five In a Chinese Restaurant 123
Lesson Six In the Bar 128
Lesson Seven Room Service 132
Lesson Eight Birthday Party 135
Lesson Nine Ways of Paying 141
Part Six Shopping Arcade 147
Lesson One At the Tourist Souvenirs Department 147
Lesson Two At the Textile and Knitwear Department 151
Lesson Three At the Arts and Crafts Department 155
Lesson Four Chinese Seal Cutting and Paintings 159
Part Seven Convention and Entertainment Department 167
Lesson One Convention Facilities 167
Lesson Two Other Services in Recreation Center 170
Lesson Three In the Sauna Bath Room 171