Part 1 Courtesies 1
Unit 1 Greetings 2
Unit 2 Introduction 6
Unit 3 Parting 10
Unit 4 Requests and Responses 14
Unit 5 Thanks and Responses 18
Unit 6 Apologies 22
Unit 7 Asking the Way 26
Unit 8 Asking Time and Dates 30
Part 2 Front Desk Service 34
Unit 9 Reservation(Ⅰ) 35
Unit 10 Reservation(Ⅱ) 43
Unit 11 Guest Arrival 47
Unit 12 Check-in(Ⅰ) 51
Unit 13 Check-in(Ⅱ) 57
Unit 14 Bringing the Guest to Room 62
Unit 15 Delivering Bags 68
Unit 16 Cloakroom 72
Unit 17 Information Desk 77
Unit 18 Messages 82
Unit 19 Foreign Exchange 87
Unit 20 Bringing Baggage Down 91
Unit 21 Checking Out 96
Part 3 Housekeeping Service 102
Unit 22 Room Cleaning 103
Unit 23 Lending Articles to Guests 108
Unit 24 Damage Problems 111
Unit 25 Dealing with Complaints 115
Unit 26 Lost and Found(Ⅰ) 119
Unit 27 Lost and Found(Ⅱ) 124
Unit 28 Laundry(Ⅰ) 128
Unit 29 Laundry(Ⅱ) 133
Part 4 Food＆Beverage Service 138
Unit 30 Taking a Reservation 139
Unit 31 Receiving the Diner 143
Unit 32 Taking Orders 148
Unit 33 Breakfast 156
Unit 34 Lunch 162
Unit 35 Dinner 168
Unit 36 Buffet and Snack Bar 173
Unit 37 In a Chinese Restaurant 177
Unit 38 Room Service 184
Unit 39 In the Bar 190
Unit 40 Dealing with Requests 195
Unit 41 Dealing with Complaints 198
Unit 42 Giving the Bill 206
Part 5 Other Services 211
Unit 43 Shopping(Ⅰ) 212
Unit 44 Shopping(Ⅱ) 217
Unit 45 Telephone Calls(Ⅰ) 223
Calls from Outside 227
Unit 46 Telephone Calls (Ⅱ) 227
Calls from Guest Rooms 232
Unit 47 Telephone Calls(Ⅲ) 232
International Calls 238
Unit 48 Sport and Keep-fit 238
Unit 49 At the Post Office 242
Unit 50 Hair-dressing 246
Unit 51 Convention Facilities 251
Unit 52 Booking Tickets 257