PartA Front Office Department Module One Making Reservations Dialogue 1 A Phone Call Reservation Dialogue 2 A Group Reservation Dialogue 3 Booking a Suite Dialogue 4 Confirmation Call Policies and Procedures of Making Reservations Reading Hotels and Rooms Division Department (I) Module Two Checking in Dialogue 1 Filling in the Registration Card/Form Dialogue 2 Group Registration Dialogue 3 Checking in for Walkin Guests Dialogue 4 Guests Who Arrive Late Policies and Procedures ofRegistering Guests with ConfirmedReservation Reading Hotels and Rooms Division Department (II) Module Three Uniformed Services Dialogue 1 The Bellman Shows the Guest Her Room Dialogue 2 Ticket Booking Service Dialogue 3 Ordering a Taxi Dialogue 4 Limousine Service Policies and Procedures of Handling Guest Enquiries andIntroducing Facilities Reading Hotel Concierge Module Four Services at the front Desk Dialogue 1 A Room Change Dialogue 2 A Safe Deposit Box Dialogue 3 Showing Directions Dialogue 4 Asking for an Overstay Policies and Procedures of Using the Safety Box Reading Top Hotelsin the World Module Five Services at the Front Desk (2) Dialogue 1 Maintenance Service Dialogue 2 Babysitting Service Dialo gue 3 10 st and Found Dialogue 4 A Package for Mr. Martin Policies and Procedures for Lost and Found Reading Top Hotelsin the World Module Six Business and Entertainment Services Dialogue 1 At the Business Center Dialogue 2 In the Health Club Dialogue 3 The Sauna Is One of the Great Pleasures ofLife Dialogue 4 The Meeting Room. Policies and Procedures of Business Center Agent Reading Searching for a Healthier Lifestyle Module Seven Telephone Service Dialogue 1 A Morning Call Service Dialogue 2 An Overseas PersonToPerson Call Dialogue 3 A Call from Outside Dialogue 4 Answering Guests'Inquiries. Policies and Procedures ofTelephone Etiquette Reading Telecommunications Module Eight Handling Complaints. Dialogue 1 Complaint in the Hotel Dialogue 2 A Problem with the Mini Bar Dialogue 3 The Room Needs Cleaning Dialogue 4 A Problem with the B Policies and Procedures ofHandling Guest Complaints Reading Have You Ever Made Complaints at a Hotel? Module Nine Cbecking Out Dialogue 1 Foreign Exchange Service Dialogue 2 Accepting Credit Cards Dialogue 3 The Guest Pays His B Dialogue 4 Checking Out Policies and Procedures Methods ofPayment. Reading Top Hotelsin the World Part B Housekeeping Department Module Ten Housekeeping Supply Preparations Dialogue 1 Would You Like Your Room Cleaned? …… Module Eleven Cleaning the Guest Room Module Twelve Housekeeping Services Module Tlurteen Cleaning Public Areas Module Fourteen Laundry and Valet Service 附錄1 Key to the Exercises參考答案 附錄2 Top 10 Hotel Groups in the World全球酒店集團(tuán)排行榜（前十名） 附錄3 HoteI Rooms Division Terminology酒店房務(wù)專(zhuān)用術(shù)語(yǔ) 參考文獻(xiàn)
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