Unit 1 Room Reservation 1
Task 1 Make FIT Reservation 1
Task 2 Group Reservation 9
Task 3 Revising a Reservation 13
Task 4 Hotel Confirmation 16
Unit 2 Concierge Service 18
Task 1 Airport Pick-up Service 18
Task 2 Showing a Guest to the Room 21
Task 3 Luggage Service 24
Unit 3 Reception Desk 29
Task 1 Registering a Guest Who Has a Reservation 29
Task 2 Receiving Group Check-in Service 32
Task 3 Changing the Room 35
Unit 4 Operator Service 38
Task 1 Transferring Calls 38
Task 2 Wake-up Service 42
Task 3 Take a Message 45
Unit 5 Information Desk 48
Task 1 Giving Information about Entertainment 48
Task 2 Showing the Way 50
Unit 6 Business Center 53
Task 1 Fax and Photocopying Service 53
Task 2 Booking a Ticket 57
Unit 7 Check Out 60
Task 1 Exchanging Foreign Currencies 60
Task 2 Paying the Bill 64
Unit 8 Chinese Food Service 70
Task 1 Booking Seats 70
Task 2 Seating the Guests at the Table 73
Task 3 Taking Orders and Serving during the Meal 75
Task 4 Setting the Table Bill 80
Unit 9 F＆B Service in Western Style 84
Task 1 Western Breakfast 84
Task 2 Dinner a La Carte 87
Unit 10 Bar Service 96
Task 1 Foreign Wines 96
Task 2 Chinese Liquor 100
Unit 11 Regular Service in Guest Rooms 106
Task 1 Introduce the Room Facilities 106
Task 2 Cleaning the Guest Room 109
Task 3 Laundry Service 112
Unit 12 Special Housekeeping Service 117
Task 1 Turn-down Service 117
Task 2 Room Service 122
Unit 13 Maintenance Service 129
Task Facilities Maintenance 129
Unit 14 Shopping Arcade 133
Task 1 At the Tourist Souvenir Department 133
Task 2 At the Chinese Arts ＆ Crafts Department 138
Unit 15 Health and Recreation 143
Task In the Fitness Center 143
UNit 16 Convention Service 148
Task 1 Arranging for a Convention 148
Task 2 Check up the Audio-visual Equipment 150
Unit 17 Settle Guests' Complaints 154
Task Complaints about Food and Utensils 154