Part One Communication Skill 交际技能 1
Unit 1 Asking for Guest Names 2
Unit 2 Countries,Languages and Nationalities 5
Unit 3 Numbers 9
Unit 4 Telling Time and Date 12
Unit 5 Greeting and Providing Service 16
Unit 6 Giving Directions 19
Unit 7 Asking for Guests'Preference 22
Unit 8 Making Suggestions 25
Unit 9 Making Apology 28
Unit 10 Making/Responding to Requests 31
Unit 11 Making/Responding to Thanks 34
Unit 12 Responding to Complaints 37
Unit 13 Bidding Farewell 40
Oral Practice for Part One 42
Part Two Front Office 前厅 49
Unit 14 Check-in 50
Unit 15 Conciege's Work 58
Unit 16 Information Desk 64
Unit 17 Telephone Switchboard 70
Unit 18 At the Cashier's 75
Unit 19 Room Reservations 80
Unit 20 Handling Complaints 88
Oral Practice for Part Two 94
Part Three Housekeeping 客房 101
Unit 21 Receiving Guests 102
Unit 22 Chamber Service 110
Unit 23 Laundry Service 118
Unit 24 Room Service 126
Unit 25 Maintenance 131
Unit 26 Other Service（Ⅰ） 137
Unit 27 Other Service（Ⅱ） 145
Oral Practice for Part Three 152
Part Four Food and Beverage 餐饮 159
Unit 28 Receiving the Guests 160
Unit 29 Taking Orders 166
Unit 30 Serving the Food 174
Unit 31 Beverage Service 181
Unit 32 Paying the Bill 187
Oral Practice for Part Four 193
Part Five Other Services 其他服务 199
Unit 33 At the Business Center 200
Unit 34 At the Recreation Center Ⅰ 206
Unit 35 At the Recreation Center Ⅱ 212
Unit 36 At the Beauty Parlour 218
Unit 37 At the Shopping Archade 224
Oral Practice for Part Five 230