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Part l At the Front Desk 1

Lesson 1 Making a Reservation(Ⅰ) 1

Lesson 2 Making a Reservation(Ⅱ) 9

Lesson 3 At the Airport 15

Lesson 4 Reception 21

Lesson 5 Bell Service 28

Lesson 6 Information Desk 36

Lesson 7 Room Keys and Strongbox Service 43

Lesson 8 Room Cleaning 50

Part Ⅱ Housekeeping Service 50

Lesson 9 Solving the Problems of the Guests 56

Lesson 10 Mail Service 63

Lesson 11 Dealing with Complaints of the Guests 70

Lesson 12 Laundry Service(Ⅰ) 77

Lesson 13 Laundry Service(Ⅱ) 84

Lesson 14 Asking for Compensation 91

Lesson 15 Lost and Found 98

Lesson 16 Currency Exchange 105

Lesson 17 Helping the Guest Solve Problems 112

Lesson 18 Special Service 119

Lesson 19 Incoming Calls(Ⅰ) 126

Part Ⅲ Telephone Keyboard 126

Lesson 20 Incoming Calls(Ⅱ) 133

Lesson 21 Outgoing Calls 140

Part Ⅳ Food and Beverage Service 147

Lesson 22 Booking Service 147

Lesson 23 Serving the Guest 154

Lesson 24 Taking the Order 161

Lesson 25 Introducing and Recommending the Dishes 167

Lesson 26 Serving the Guest 174

Lesson 27 Reservation of Meals 181

Lesson 28 Sending Food to the Guest's Room 188

Lesson 29 Clearing up Misunderstandings 195

Lesson 30 Paying the Bill 202

PartⅤ In the Shopping Centre 208

Lesson 31 Buying Valuables 208

Lesson 32 Buying Clothing 216

Lesson 33 Promotion ofCommodities 224

Part Ⅵ In the Recreation Centre 231

Lesson 34 Indoors Spots 231

Lesson 35 Swimming and Bathing 239

Lesson 36 In the Beauty Salon 247

后记 255