前台服务 3
服务技能1 入住登记 3
Service Conversation 1 You Are Our Guests 4
Service Conversation 2 Registering a Group That Has a Reservation 5
服务技能2 处理投诉和回应客人要求 11
Service Conversation 3 Our Housemaid Will Bring Them to Your Room Soon 11
Service Conversation 4 We Do Apologize for the Inconvenience 12
客房预订部服务 19
服务技能3 客房预订 19
Service Conversation 5 Accepting a Reservation 20
Service Conversation 6 Recommending Other Hotels 20
服务技能4 预订变更 26
Service Conversation 7 Changing a Reservation 26
Service Conversation 8 Canceling a Reservation for the Guest 27
礼宾部服务 35
服务技能5 行李服务 35
Service Conversation 9 Welcome to the Great Wall Hotel 36
Service Conversation 10 Is it Charged or Free 37
服务技能6 车辆预订服务 42
Service Conversation 11 Calling a Taxi at the Hotel Gate 42
Service Conversation 12 Car Reservation at the Concierge Desk 43
收银台服务 52
服务技能7 外币兑换 52
Service Conversation 13 Changing US Dollars into Chinese yuan 52
Service Conversation 14 Changing at the Airport Exchange Office 53
服务技能8 结账退宿 59
Service Conversation 15 Checking out in Cash 59
Service Conversation 16 Checking out by Credit Card 60
服务技能9 解决账单问题 66
Service Conversation 17 Explaining the Bill 66
Service Conversation 18 Here Is the Money You've Overpaid 67
总机服务 73
服务技能10 转接电话 73
Service Conversation 19 Outgoing Calls 73
Service Conversation 20 Incoming Calls 74
服务技能11 其他服务 79
Service Conversation 21 The Wake-up Call 79
Service Conversation 22 Leaving the Message 80
客房服务 88
服务技能12 客房服务 88
Service Conversation 23 May I do the Room Now 88
Service Conversation 24 What Time Would You Like Me to Come Back 89
服务技能13 客房送餐服务 94
Service Conversation 25 Your Order will Arrive in 15 Minutes 94
Service Conversation 26 Here is Your Chinese Breakfast 95
服务技能14 维修服务 100
Service Conversation 27 The Repairman will Come to Your Room Soon 100
Service Conversation 28 Repairing the Facilities in the Bathroom 101
餐厅服务 109
服务技能15 餐厅预订 109
Service Conversation 29 Reserving a Table on Valentine's Day 109
Service Conversation 30 Book a Table by the Window 110
服务技能16 餐厅迎客服务 117
Service Conversation 31 Arranging One Table for the Non-reserved Guest 117
Service Conversation 32 Arranging One Table for the Reserved Guest 118
服务技能17 点菜服务 122
Service Conversation 33 Can You Recommend Some Chinese Food 122
Service Conversation 34 The Chinese Cuisine is Divided into Eight Styles 123
服务技能18 上菜服务与席间服务 129
Service Conversation 35 Serving the Guest during the Meal 129
服务技能19 结账 132
Service Conversation 36 I Forgot to Bring my Wallet with me 132
Service Conversation 37 Do You Accept Credit Card 133
酒吧服务 141
服务技能20 常规服务 141
Service Conversation 38 Serving Drinks 141
服务技能21 处理投诉和醉酒客人 149
Service Conversation 39 I am not Happy with the Steak 149
Service Conversation 40 A Drunken Guest 150
商务中心服务（一） 158
服务技能22 文秘服务 158
Service Conversation 41 Having the Meeting Material Copied 158
Service Conversation 42 Typing of the Material 159
服务技能23 收发传真服务 166
Service Conversation 43 Receiving a Fax 166
Service Conversation 44 Sending a Fax 167
商务中心服务（二） 174
服务技能24 票务服务 174
Service Conversation 45 Booking Train-tickets 174
Service Conversation 46 Booking Air tickets 175
服务技能25 委托代办服务 182
Service Conversation 47 Renting Equipment 182
Service Conversation 48 Postal Expressing 183
康体中心服务 192
服务技能26 康体服务 192
Service Conversation 49 Serving Basketball 192
Service Conversation 50 Serving Bowling 194
服务技能27 洗浴服务 201
Service Conversation 51 Serving Sauna 201
Service Conversation 52 Serving Swimming 203
服务技能28 娱乐服务 211
Service Conversation 53 Serving Ballroom 211
Service Conversation 54 Serving Net Bar 213
会展中心服务 222
服务技能29 会议服务 222
Service Conversation 55 Reserving the Conference on the Phone 223
Service Conversation 56 Discussing the Service Details 224
服务技能30 展览服务 231
Service Conversation 57 Reserving an Exhibition 232
Service Conversation 58 We're in an Urgent Need of Your Help 233
商场部服务 239
服务技能31 为客人推荐商品 239
Service Conversation 59 Shopping at the Jewelry and Crafts Shop 239
Service Conversation 60 Shopping at the Textile and Knitwear Shop 240
服务技能32 展示商品供客人挑选 247
Service Conversation 61 Shopping at the Chinese Arts and Stationery Shop 247
Service Conversation 62 Shopping at the Chinese Tea Counter 248
其他服务 258
服务技能33 失物招领服务 258
Service Conversation 63 Don't Worry,Sir 258
Service Conversation 64 Claiming My Ring 259
服务技能34 寄存服务 264
Service Conversation 65 Luggage Depositing 264
Service Conversation 66 Safety-Deposit Box 265
服务技能35 旅游信息服务 269
Service Conversation 67 Showing the Way 269
Service Conversation 68 Booking a Tour 270
服务技能36 托婴服务 275
Service Conversation 69 Baby-sitting Service 275
练习答案 279
参考文献 302