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Part One Phonetics 1

Lesson One English Alphabet 1

Lesson Two Phonetics 4

Lessn Three Rules of Pronunciation 11

Part Two Courtesies 17

Lesson One Greetings 17

Lesson Two Introduction 18

Lesson Three Parting 19

Lesson Four Requests and Responses 21

Lesson Five Thanks and Responses 23

Lesson Six Apologies 24

Lesson Seven Asking the Way 25

Lesson Eight Asking Time and Date 29

Lesson Nine Making Telephone Calls 36

Part Three Front Office 40

Lesson One Brief Introduction and Organization Chart 40

Lesson Two Reservation 43

Lesson Three Check-in 47

Lesson Four Bringing the Guest to Room 52

Lesson Five Information 55

Lesson Six Messages 59

Lesson Seven Mail Service 62

Lesson Eight Money Exchange 63

Lesson Nine Checking Out 67

Lesson Ten Sales and Marketing in Front Office 70

Lesson One Chamber Service 77

Part Four Housekeeping Department 77

Lesson Two Special Service 80

Lesson Three Damage Problems 85

Lesson Four Wake-up Call Service 88

Lesson Five Lost and Found 91

Lesson Six Laundry Service 95

Lesson Seven Settling Guests' Complaints 99

Part Five Food and Beverage Dapartment 108

Lesson One Banquet Reservation 108

Lesson Two Receiving the Diner 111

Lesson Three Taking Orders 114

Lesson Four In the Western Restaurant 118

Lesson Five In a Chinese Restaurant 123

Lesson Six In the Bar 128

Lesson Seven Room Service 132

Lesson Eight Birthday Party 135

Lesson Nine Ways of Paying 141

Part Six Shopping Arcade 147

Lesson One At the Tourist Souvenirs Department 147

Lesson Two At the Textile and Knitwear Department 151

Lesson Three At the Arts and Crafts Department 155

Lesson Four Chinese Seal Cutting and Paintings 159

Part Seven Convention and Entertainment Department 167

Lesson One Convention Facilities 167

Lesson Two Other Services in Recreation Center 170

Lesson Three In the Sauna Bath Room 171