Chapter 1 Front Desk 1
Unit 1 Room Reservation 3
Unit 2 Check-in 9
Unit 3 Changing the Room and Extending Stay 14
Unit 4 Foreign Currency Exchange 18
Unit 5 Check-out 22
Unit 6 Inquiry Service 26
Chapter 2 Concierge Services 30
Unit 1 Bellman's Services 32
Unit 2 Showing the Way to the Front Desk and the Room 36
Unit 3 Delivery of Luggage 41
Unit 4 Introducing Facilities＆Services 46
Unit 5 Left-luggage 51
Unit 6 Other Services 55
Chapter 3 Housekeeping 60
Unit 1 Cleaning the Room 63
Unit 2 Laundry Service 67
Unit 3 Introduction to Room Facilities 71
Unit 4 Maintenance Service 75
Unit 5 Replenishment of Amenities 79
Unit 6 Room Service 82
Unit 7 Lost and Found 86
Unit 8 Dealing with Emergency 90
Chapter 4 Switchboard Service 95
Unit 1 Switch Lines 98
Unit 2 Services for the Rates of Calls 102
Unit 3 Morning Call Service 107
Chapter 5 Serving at Meals 110
Unit 1 Reservation 113
Unit 2 Receiving the Guest 118
Unit 3 Taking Orders for Food 122
Unit 4 Rushing Orders 127
Unit 5 Paying the Bill 132
Unit 6 Buffet Service 136
Unit 7 Banquet Service 140
Unit 8 Dealing with Complaints 144
Chapter 6 At the Bar 147
Unit 1 Recommendation at the Bar 150
Unit 2 Chatting with the Guest 154
Unit 3 Serving the Drunken Guest 158
Chapter 7 Recreation and Entertainment Department 161
Unit 1 Health Center 163
Unit 2 Body Care Service 166
Unit 3 Bath Service 170
Unit 4 Recreational Service 173
Chapter 8 Business Center 176
Unit 1 Secretarial Service 178
Unit 2 Ticket-booking Service 185
Unit 3 Offering Information 190
Unit 4 Entrusted Services 196
Chapter 9 Shopping Arcade 201
Unit 1 Shopping 203
Unit 2 Telling the Price 211
Unit 3 Returning Goods 216
Unit 4 Handling Complaints 220
Appendix Rubric＆Checklist 225
参考文献 236