TAKING RESERVATIONS 接受预订 1
Greetings 问候 1
Taking Reservations 接受预订 1
AT THE AIRPORT 在机场 14
Tiles 称呼 14
Self-Introduction 自我介绍 15
BELLMAN SERVICE 搬运行李服务 24
Offering Help 提供帮助 24
Parting 告别 24
REGISTRATION 登记住宿 34
Thanks 感谢 34
Answers to Thanks 对感谢的答语 34
Checking In 登记人住 35
MAIL AND INFORMATION 邮电服务和问讯服务 47
Mail Service 邮电服务 47
Showing the Way 指示方向 47
Taking Messages 接受留言 48
ROOM KEYS AND SAFE BOX SER VICE 客房钥匙和保险服务 58
Reassuring Guests 安慰客人 58
Explaining the Hotel's Rules 解释酒店规定 59
FRONT OFFICE CASHIER 前台出纳员 69
Checking Out 结帐离店 69
Currency Exchange 兑换外币 70
RECEIVING GUESTS 迎接客人 80
Expressing Welcome 表示欢迎 80
Showing Room Set-ups 介绍客房设备 80
Introducing Hotel Facilities 介绍酒店设施 81
HANDLING PROBLEMS AND COMPLANTS(Ⅰ) 处理问题和投诉（Ⅰ） 91
Apologies 道歉 91
Answers to Apology 对道歉的答语 92
HANDLING PROBLEMS AND COMPLAINTS(Ⅱ) 处理问题和投诉（Ⅱ） 104
Answers to Complaints 对投诉的答语 104
Promising Prompt Actions 答应立即采取措施 105
ROOM SERVICE 客房服务 117
Taking Orders 招呼点菜 117
Ddlivering Orders 送餐点 117
Affirmative Responses 肯定回答 118
LAUNDRY SERVICE 洗衣服务 128
Collecting Laundy 收取送洗衣服 128
Delivering Laundry 送还洗好的衣服 128
Negative Responses 否定的回答 129
TELEPHONE SWITCHBOARD 电话总机 140
External Calls 外线电话 140
Internal Calls 内线电话 141
SERVICE CALLS 电话服务 150
Greeting Callers 招呼来电者 150
Collecting Information 询问情况 150
AT THE RESTAURANT 在餐厅 160
Seating Guests 安排客人就座 160
Waiting for Orders 等候客人点菜 161
AT THE BAR 在酒吧间 169
Presenting Drink List 送上饮料单 169
Offering a Second Drink 劝客人再来一杯 169
Describing Drinks 饮料介绍 170
AT THE COFFEE SHOP 在咖啡店 181
Greeting Guests 招呼客人 181
Expressing Agreement 表示赞同 181
Expressing Uncertainty 表示不肯定 182
PAYING THE BILL 付帐 191
Presenting the Bill 送上帐单 191
Expressing Likehhood 表示可能性 192
THE BUSINESS CENTRE 商务中心 202
Making Arrangements 作出安排 202
Good Wishes 祝愿 203
SERVICES FOR HEALTH-CARE AND RECREATIONS 保健和娱乐服务 213
Taking Care of the Sick Guests 照顾有病客人 213
Serving Guests 为客人服务 213
KEY TO THE PRACTICES 练习答案 224
USEFUL WORDS AND EXPRESSIONS 常用词和词组 248
SOME USEFUL ABBREVIATIONS 部分常用缩略语 273