Part Ⅰ The Front Desk 1
Unit 1 At the Entrance 1
Unit 2 At the Reception Desk（Ⅰ） 13
Unit 3 At the Reception Desk（Ⅱ） 25
Unit 4 At the Information Desk 37
Unit 5 Room Reservations 49
Unit 6 Check-in Service 63
Unit 7 Check-out Service 73
Unit 8 Depositing Baggage 85
Unit 9 Settling Complaints 95
Part Ⅱ Housekeeping Department 105
Unit 10 Chamber Service 105
Unit 11 Wake-up Call Service 117
Unit 12 Room Service 125
Unit 13 Laundry Service 137
Unit 14 Maintenance 149
Part Ⅲ Food and Beverage Department 159
Unit 15 Booking Seats 159
Unit 16 Seating Guests 173
Unit 17 Taking Orders 185
Unit 18 Serving Dishes 195
Unit 19 Settling Accounts 205
Part Ⅳ Business Center 219
Unit 20 Booking Tickets 219
Unit 21 Exchanging Money 231
Unit 22 Remittance,Packages and E-mails 241
Part Ⅴ Health and Recreation Center 255
Unit 23 At the Health Center 255
Unit 24 At the Beauty Salon 267
Unit 25 Recreation 281
Reference 292
Appendix 293