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Part One　Communication Skill　交际技能 1

Unit 1 Asking for Guest Names 2

Unit 2 Countries,Languages and Nationalities 5

Unit 3 Numbers 9

Unit 4 Telling Time and Date 12

Unit 5 Greeting and Providing Service 16

Unit 6 Giving Directions 19

Unit 7 Asking for Guests'Preference 22

Unit 8 Making Suggestions 25

Unit 9 Making Apology 28

Unit 10 Making/Responding to Requests 31

Unit 11 Making/Responding to Thanks 34

Unit 12 Responding to Complaints 37

Unit 13 Bidding Farewell 40

Oral Practice for Part One 42

Part Two Front Office　前厅 49

Unit 14 Check-in 50

Unit 15 Conciege's Work 58

Unit 16 Information Desk 64

Unit 17 Telephone Switchboard 70

Unit 18 At the Cashier's 75

Unit 19 Room Reservations 80

Unit 20 Handling Complaints 88

Oral Practice for Part Two 94

Part Three Housekeeping　客房 101

Unit 21 Receiving Guests 102

Unit 22 Chamber Service 110

Unit 23 Laundry Service 118

Unit 24 Room Service 126

Unit 25 Maintenance 131

Unit 26 Other Service（Ⅰ） 137

Unit 27 Other Service（Ⅱ） 145

Oral Practice for Part Three 152

Part Four Food and Beverage　餐饮 159

Unit 28 Receiving the Guests 160

Unit 29 Taking Orders 166

Unit 30 Serving the Food 174

Unit 31 Beverage Service 181

Unit 32 Paying the Bill 187

Oral Practice for Part Four 193

Part Five Other Services 其他服务 199

Unit 33 At the Business Center 200

Unit 34 At the Recreation Center Ⅰ 206

Unit 35 At the Recreation Center Ⅱ 212

Unit 36 At the Beauty Parlour 218

Unit 37 At the Shopping Archade 224

Oral Practice for Part Five 230