Plan of the Book UNIT 01 Answering Questions About Hotels UNIT 02 Reservations UNIT 03 Check-in Service UNIT 04 Giving Essential Information About Hotel Services UNIT 05 Giving Local Information UNIT 06 Restaurant & Bar Service UNIT 07 Hotel Facilities UNIT 08 Room Service UNIT 09 Housekeeping Service UNIT 10 Mistakes and Complaints UNIT 11 Helping Guests UNIT 12 Checkout Service Appendix: Word List