Chapter1 Front Desk 总服务台 2
1 Room Reservation 预订房间 2
2 Check in 登记入住 9
3 Telephone Service 电话接待服务 17
4 Customer Complaint 顾客投诉 24
5 Check out 结账退房 32
6 Receiving Guests 接待客人 40
7 Ticket Booking 订票服务 47
Chapter2 Housekeeping Service 客房服务 56
1 Customers into the Room 顾客入住 56
2 Valet Service 洗熨服务 64
3 Room Service 客房送餐 71
4 Morning Call 唤醒服务 79
5 Guest Room Cleaning 打扫客房 86
6 Special Services 特别服务 93
7 Equipment Maintenance 设备维修 100
8 Room Change 更换房间 107
Chapter3 Catering Services 餐饮服务 107
1 Reserved Seating 座位预订 114
2 Entertain Guests Seated 招待客人入座 121
3 Order Meal 点餐 128
4 Serve the Dishes 上菜 136
5 The Buffet and Fast Food 自助餐和快餐 143
6 Paying the Bill 结账 149
7 Chinese Food 中餐 156
8 Western Food 西餐 163
Chapter4 Recreation Services 娱乐服务 171
1 Bar Service 酒吧服务 171
2 Ballroom Service 舞厅服务 178
3 The Gym 健身馆 184
4 Shopping Center 购物中心 192
5 Beauty Skin Care 美容护肤 199
6 The Music Hall Service 音乐厅服务 206
7 Movie Theater 电影院 214
8 Gymnasium 体育馆 221
Chapter5 The Transportation 交通 229
1 Renting a Car 租车 229
2 Taxicab 出租车 235
3 Long-distance Bus 长途汽车 242
4 Airplane 飞机 248
5 Coach Service 公共汽车 255
6 Take the Subway 地铁 261
7 Freight-train 火车 268
8 Other Situations 其他情况 274
Chapter6 Travel Shopping 旅游购物 281
1 Sales Clerk 售货员 281
2 Buy Clothes 买衣服 287
3 Settle Accounts 结账 293
4 Lost Prospect 失物认领 298
5 Buy Cosmetics 买化妆品 305
6 Counter-bid 还价 312
7 Buy Jewelry 买珠宝 317
8 Sales 销售 322
Chapter7 Other Services 其他服务 329
1 Common Expression Statement 常用表达语句 329
2 Banquet Service 宴会厅服务 337
3 Take Delivery of Baggage Service 取送行李服务 345
4 Medical Treatment Service 医疗救治服务 352
5 Information Service 信息服务 359
6 Hotel Facilities 酒店设施 365
7 Mailing Service 邮寄服务 373
8 To Find and Retrieve Items 寻找与找回物品 380