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Part Ⅰ Front Desk Service 1

Unit One Receiving a Reservation 1

Unit Two Guest Arrival 6

Unit Three Checking In 10

Unit Four Showing a Guest to His Room 14

Unit Five Bring Baggage Down 18

Review Exercises 21

Unit Six　Taking a Message 24

Unit Seven Mailing Letters 28

Unit Eight Booking Tickets 32

Unit Nine Exchanging Money 36

Unit Ten Checking Out 40

Review Exercises 43

Part Ⅱ Food Beverage Department 45

Unit One Taking a Reservation 45

Unit Two Seating Guests 49

Unit Three Ordering Aperitifs and Hors D'oeuvres 53

Unit Four Recommendation of the Main Course 57

Unit Five Settling Complaints 61

Unit Six Paying the Bill 65

Review Exercises 69

Unit Seven Breakfast 73

Unit Eight Dinner 77

Unit Nine Buffet 81

Unit Ten In the Bar 84

Unit Eleven A Chinese Dinner 88

Unit Twelve Room Service 93

Review Exercises 96

Part Ⅲ Housekeeping Service 99

Unit One Room Cleaning 99

Unit Two Laundry Service 103

Unit Three Dealing with Complaints 107

Unit Four Borrowing Things 111

Unit Five Repairs 115

Unit Six Lost and Found 119

Review Exercises 123

Part Ⅳ Health Recreation Service 125

Unit One At the Health Center 125

Unit Two At the Beauty Center 130

Unit Three E-mail Service at the Business Center 134

附录1 词汇表 137

附录2 饭店机构表 144

附录3 饭店业常用缩略语 146