Part 1 Courtesies Unit 1 Greetings Unit 2 Introduction Unit 3 Parting Unit 4 Requests and Responses Unit 5 Thanks and Responses Unit 6 Apologies Unit 7 Asking the Way Unit 8 Asking Time and Dates Part 2 Front Desk Service Unit 9 Reservation （I） Unit I 0 Reservation （Ⅱ） Unit 11 Guest Arrival Unit 12 Check-in （I） Unit 13 Check-in （Ⅱ） Unit 14 Bringing the Guest to Room Unit 15 Delivering Bags Unit 16 Cloakroom Unit 17 Information Desk Unit 18 Messages Unit 19 Foreign Exchange Unit 20 Bringing Baggage Down Unit 21. Checking Out Part 3 Housekeeping Service Unit 22 Room Cleaning Unit 23 Lending Articles to Guests Unit 24 Damage Problems Unit 25 Dealing with Complaints Unit 26 Lost and Found （I） Unit 27 Lost and Found （Ⅱ） Unit 28 Laundry （I） Unit 29 Laundry （Ⅱ） Part 4 Food & Beverage Service Unit 30 Taking a Reservation Unit 31 Receiving the Diner Unit 32 Taking Orders Unit 33 Breakfast Unit 34 Lunch Unit 35 Dinner Unit 36 Buffet and Snack Bar Unit 37 In a Chinese Restaurant Unit 38 Room Service Unit 39 In the Bar Unit 40 Dealing with Requests Unit 41 Dealing with Complaints Unit 42 Giving the Bill Part 5 Other Services Unit 43 Shopping （I） Unit 44 Shopping （Ⅱ） Unit 45 Telephone Calls （I） Calls from Outside Unit 46 Telephone Calls （Ⅱ） Calls from Guest Rooms Unit 47 Telephone Calls （Ⅲ）International Calls Unit 48 Sport and Keep-fit Unit 49 At the Post Office Unit 50 Hair-dressing Unit 51 Convention Facilities Unit 52 Booking Tickets
鄂公網(wǎng)安備 42010302001612號(hào) 