Part 1 1
Unit 1 预订房间 Making a Room Reservation 7
Unit 2 接待处入住 Checking in at the Reception Desk 14
Unit 3 行李服务 Luggage Service 22
Unit 4 外币兑换 At the Foreign Exchange Desk 28
Unit 5 处理客人投诉 Settling the Guest s Complaints 36
Unit 6 结帐 Checking out 42
Part 2 54
Unit 7 整理房间 Making up A Room 54
Unit 8 引领客人入房 Guiding Guests to Their Rooms 60
Unit 9 房间服务 Room Service 66
Unit 10 叫醒服务 A Wake up Service 72
Unit 11 取要洗衣物 Taking Laundry 78
Unit 12 代为购物 Shopping for a Guest 88
Part 3 98
Unit 13 传真和电子邮件服务 Fax E-Mail Service 98
Unit 14 打长途电话和留言服务 Making A Long-distance Call and Taking Message Service 104
Unit 15 预订桌位 Making a Reservation 110
Unn 16 安排客人就座 Seating the Guest 116
Untt 17 早餐服务 | Breakfast Service| 124
Unit 18 早餐服务 ||Breakfast Service|| 134
Part 4 146
Unit 19 点菜 |Taking an Order| 146
Unit 20 点菜 ||Taking an Orer|| 154
Unit 21 处理客人的抱怨和不满 Handling Complaints 166
Unit 22 餐厅付帐 Paying the Bill 174
Unit 23 代理订票 Booking Tickets for the Guest 182
Unit 24 在酒店商场部 At the Hotel Shop 192