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Unit 1 Reservationists 1

PART A SEEING 1

Drill 1 1

Drill 2 2

Drill 3 3

PART B LISTENING 4

Drill 1 4

Drill 2 4

Drill 3 5

PART C ORAL PRACTICES 5

Drill 1 5

Drill 2 6

Drill 3 7

Drill 4 7

Unit 2 Front Office ＆ Desk Clerk 9

PART A SEEING 9

Drill 1 9

Drill 2 10

Drill 3 11

PART B LISTENING 11

Drill 1 11

Drill 2 12

Drill 3 13

PART C ORAL PRACTICES 14

Drill 1 14

Drill 2 15

Drill 3 16

Unit 3 Doorman 18

PART A SEEING 19

Drill 1 19

Drill 2 20

Drill 3 20

PART B LISTENING 21

Drill 1 21

Drill 2 22

Drill 3 22

PART C ORAL PRACTICES 23

Drill 1 23

Drill 2 24

Drill 3 CASE IN POINT 25

Unit 4 Concierge 28

PART A SEEING 28

Drill 1 28

Drill 2 29

Drill 3 29

PART B LISTENING 30

Drill 1 30

Drill 2 31

Drill 3 32

PART C ORAL PRACTICES 32

Drill 1 32

Drill 2 34

Drill 3 CASE IN POINT 34

Unit 5 Room Attendants 37

PART A SEEING 38

Drill 1 38

Drill 2 38

Drill 3 39

PART B LISTENING 39

Drill 1 39

Drill 2 40

Drill 3 41

PART C ORAL PRACTICES 42

Drill 1 42

Drill 2 43

Drill 3 CASE IN POINT 43

Unit 6 Housekeeping Staff 44

PART A SEEING 44

Drill 1 44

Drill 2 45

Drill 3 46

PART B LISTENING 47

Drill 1 47

Drill 2 49

Drill 3 49

PART C ORAL PRACTICES 50

Drill 1 50

Drill 2 51

Drill 3 CASE IN POINT 51

Unit 7 Laundryman 53

PART A SEEING 53

Drill 1 53

Drill 2 54

Drill 3 55

PART B LISTENING 56

Drill 1 56

Drill 2 56

Drill 3 57

PART C ORAL PRACTICES 57

Drill 1 57

Drill 2 58

Drill 3 CASE IN POINT 58

Unit 8 Engineering Grounds Man 61

PART A SEEING 61

Drill 1 61

Drill 2 62

Drill 3 62

PART B LISTENING 63

Drill 1 63

Drill 2 64

Drill 3 65

PART C ORAL PRACTICES 65

Drill 1 65

Drill 2 66

Drill 3 CASE IN POINT 67

Unit 9 Room Service Staff 68

PART A SEEING 68

Drill 1 68

Drill 2 69

Drill 3 69

PART B LISTENING 70

Drill 1 70

Drill 2 71

Drill 3 72

PART C ORAL PRACTICES 72

Drill 1 72

Drill 2 73

Drill 3 CASE IN POINT 74

Unit 10 Waiter 77

PART A SEEING 77

Drill 1 77

Drill 2 78

Drill 3 78

PART B LISTENING 79

Drill 1 79

Drill 2 80

Drill 3 81

PART C ORAL PRACTICES 81

Drill 1 81

Drill 2 82

Drill 3 CASE IN POINT 84

Unit 11 Bartender 85

PART A SEEING 85

Drill 1 85

Drill 2 86

Drill 3 87

PART B LISTENING 88

Drill 1 88

Drill 2 89

Drill 3 89

PART C ORAL PRACTICES 90

Drill 1 90

Drill 2 91

Drill 3 CASE IN POINT 94

Unit 12 Sommelier 96

PART A SEEING 96

Drill 1 96

Drill 2 97

Drill 3 98

PART B LISTENING 98

Drill 1 98

Drill 2 100

Drill 3 100

PART C ORAL PRACTICES 101

Drill 1 101

Drill 2 CASE IN POINT 103

Unit 13 Safety and Security Staff 105

PART A SEEING 105

Drill 1 105

Drill 2 106

Drill 3 107

PART B LISTENING 108

Drill 1 108

Drill 2 109

Drill 3 109

PART C ORAL PRACTICES 110

Drill 1 110

Drill 2 111

Drill 3 112

Drill 4 CASE IN POINT 112

Unit 14 Business Center Staff 114

PART A SEEING 114

Drill 1 114

Drill 2 115

Drill 3 116

PART B LISTENING 117

Drill 1 117

Drill 2 118

Drill 3 118

PART C ORAL PRACTICES 119

Drill 1 119

Drill 2 120

Drill 3 CASE IN POINT 122

Unit 15 Night Auditor 123

PART A SEEING 123

Drill 1 123

Drill 2 124

Drill 3 125

PART B LISTENING 126

Drill 1 126

Drill 2 127

Drill 3 128

PART C ORAL PRACTICES 128

Drill 1 128

Drill 2 129

Drill 3 130

Drill 4 CASE IN POINT 130

Unit 16 Check-out 132

PART A SEEING 132

Drill 1 132

Drill 2 133

Drill 3 133

PART B LISTENING 134

Drill 1 134

Drill 2 135

Drill 3 136

PART C ORAL PRACTICES 137

Drill 1 137

Drill 2 139

Drill 3 CASE IN POINT 141