Part Ⅰ Front Desk Service 1
Unit One Receiving a Reservation 1
Unit Two Guest Arrival 6
Unit Three Checking In 10
Unit Four Showing a Guest to His Room 14
Unit Five Bring Baggage Down 18
Review Exercises 21
Unit Six Taking a Message 24
Unit Seven Mailing Letters 28
Unit Eight Booking Tickets 32
Unit Nine Exchanging Money 36
Unit Ten Checking Out 40
Review Exercises 43
Part Ⅱ Food Beverage Department 45
Unit One Taking a Reservation 45
Unit Two Seating Guests 49
Unit Three Ordering Aperitifs and Hors D'oeuvres 53
Unit Four Recommendation of the Main Course 57
Unit Five Settling Complaints 61
Unit Six Paying the Bill 65
Review Exercises 69
Unit Seven Breakfast 73
Unit Eight Dinner 77
Unit Nine Buffet 81
Unit Ten In the Bar 84
Unit Eleven A Chinese Dinner 88
Unit Twelve Room Service 93
Review Exercises 96
Part Ⅲ Housekeeping Service 99
Unit One Room Cleaning 99
Unit Two Laundry Service 103
Unit Three Dealing with Complaints 107
Unit Four Borrowing Things 111
Unit Five Repairs 115
Unit Six Lost and Found 119
Review Exercises 123
Part Ⅳ Health Recreation Service 125
Unit One At the Health Center 125
Unit Two At the Beauty Center 130
Unit Three E-mail Service at the Business Center 134
附录1 词汇表 137
附录2 饭店机构表 144
附录3 饭店业常用缩略语 146