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Unit One Front Office 1

Lesson 1 Room Reservation 2

Lesson 2 Check-in 10

Lesson 3 Bell Services 19

Lesson 4 Telephone Switchboard 27

Lesson 5 At the Cashier's 35

Unit Two Hotel Services 43

Lesson 1 Business Center 44

Lesson 2 Wake-up Call Services 52

Lesson 3 Taking Messages 59

Lesson 4 Booking Tickets 66

Unit Three Housekeeping Department 74

Lesson 1 Chamber Services 75

Lesson 2 Laundry Services 83

Lesson 3 Room Services 90

Lesson 4 Maintenance Services 98

Unit Four Food ＆ Beverage Services 106

Lesson 1 Restaurant Reservation 107

Lesson 2 Receiving the Guest 115

Lesson 3 Taking Orders and Serving Food 124

Lesson 4 Bar Services 132

Lesson 5 Paying the Bill 141

Unit Five Shopping Arcade 148

Lesson 1 At the Souvenir Shop 149

Lesson 2 At the Clothing Store 157

Lesson 3 At the Shoe and Cap Store 164

Unit Six Recreation and Fitness Center 171

Lesson 1 At the Recreation and Fitness Center 172

Lesson 2 At the Beauty Parlor 179