Part One Front Desk Services Unit 1 Reservation 1 Accepting a Reservation 2 The Hotel is Fully Booked 3 Changing the Reservation Date 4 Cancelling the Reservation Unit 2 Check in 1 Checking in for the Guest with Reservation 2 Checking in for the Guest without Reservation 3 Checking in for a Group 4 No Reservation and the Hotel is Fully Booked Unit 3 Currency Exchanging 1 Normal Procedure 2 The Night Change Limits 3 Cash a Check 4 There is No Full Exchange Service Unit 4 Delivering Luggage 1 At the Door 2 After Checking in 3 Arriving at the Room 4 Delivering Bags to the Wrong Room 5 Before Checking Out Unit 5 Information 1 Giving Directions to the Hotel 2 Giving Information 3 Introducing about Entertainment in the Hotel 4 About the Restaurants 5 Where to Buy some Cigarettes 6 Depositing Bags 〖1〗7 When the Guests Want the Keys Unit 6Check?out 1 Paying in Cash 2 Paying with Credit Cards 3 Explaining the Bill 4 The Hotel Doesn?t Accept Personal Checks Part Two Housekeeping Services Unit 1 Floor Attendants 1 Showing the Guests to their Rooms 2 Introducing the Room Facilities 3 About the Hotel Services Unit 2 Chamber Service 1 Cleaning the Room 2 Asking for an Early Cleaning 3 Turn down Service Unit 3 Laundry Service 1 Explaining Laundry Service 2 Demanding Laundry Service 3 Suggesting Express Laundry Service Unit 4 Miscellaneous Services 1 Providing Something Extra on Request 2 Shopping for Guests 3 About Room Service Unit 5 Dealing with the Complaints 1 Toilet Problem 2 Television Problem 3 The Air Conditioner is Out of Work 4 People Next Door are Noisy Unit 6 Lost and Found 1 My Necklace is Missing 2 When the Guest has Checked out 3 Mailing the Lost Property to its Owner 4 Your Bag has been Found Part Three Food & Beverage Services Unit 1 Reserving a Table 1 A Reservation for Mrs. Dunlop 2 Reserving a Banquet 3 Overbooking Unit 2 Seating Guests 1 Seating the Guest with a Reservation 2 Seating the Guest without a Reservation 3 We Want a Larger Lazy Susan Unit 3 Taking Orders 1 Taking a la Carte Order 2 Ordering Dinner for Two 3 Ordering Breakfast Unit 4 Serving Dishes 1 A Chinese Banquet 2 In the Coffee Shop 3 At the Bar Unit 5 Room Service 1 Replenishing the Mini?Bar 2 Ordering Room Service 3 Sending the Ordered Meal to the Guest s Room Unit 6 Complaints 1 Complaining about Dish93〖1〗2 We are in a Hurry 3 Wrong Bill Unit 7 Ways of Payment 1 Paying by Cash 2 Paying with the Credit Card 3 Signing the Bill Part Four Auxiliary Services Unit 1 Services for Business 1 Copying 2 Fax Sending 3 Sending Email 4 Typing Unit 2 Services for Meeting and Exhibition 1 Booking a Meeting 2 Arranging the Meeting Room1 3 Booking an Exhibition1 4 Handling the Urgent Needs1 Unit 3 Services for Health & Recreation 1 Swimming 2 Sauna Bath 3 Bowling 4 Body Building 5 Night Club Unit 4 Services for Shopping 1 Choosing Silk Fabrics 2 Chinese Culture and Tea 3 Choosing Souvenir Gift 4 Choosing Traditional Chinese Paintings Unit 5 Services for Tourism 1 Asking Information about Traveling 2 Asking about the Sights 3 Reserving a Natural Scenery Tour 4 Arranging the Itinerary Appendix ⅠAppendix ⅡAppendix ⅢAppendix ⅣAppendix ⅤAppendix Ⅵ參考文獻(xiàn)
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