Part 1 Watching and Speaking视和说

　Unit 1 General Information about the Hotel酒店基本情况

　Unit 2 Banquet Service宴会服务

　Unit 3 Room Service送餐服务

　Unit 4 Guests’Complaints客人抱怨

　Unit 5 Accepting Complaints接受投诉

　Unit 6 Dealing with Complaints应对抱怨

Part 2 Listening听力

　Unit 7 Room Reservation客房预订

　Unit 8 Change Reservation更改预订

　Unit 9 Cancel Reservation取消预订

　Unit 10 Group Reservation团队预订

　Unit 11 Welcoming Guests迎宾

　Unit 12 Baggage Service行李服务

　Unit 13 At the Cloakroom在寄存处

　Unit 14 Introducing the Hotel Service介绍酒店服务

　Unit 15 Reception／Check in接待／入住登记

　Unit 16 Foreign Currency Exchange外币兑换

　Unit 17 Check out结账退房

　Unit 18 Complaints at Front Office前台投诉

　Unit 19 Telephone Etiquette电话礼仪

　Unit 20 Wake-up Service叫醒服务

　Unit 21 Phone Transferring转接电话服务

　Unit 22 Paging a Guest传呼客人

　Unit 23 International and Domestic Long—Distance Calls拨打国际国内长途

　Unit 24 Room Cleaning清理房间

　Unit 25 Tum-Down Service做晚床服务

　Unit 26 Laundry Service洗衣服务

　Unit 27 Complaints at Housekeeping Department客房投诉

　Unit 28 Printing&Copying Service and Using the Internet打印、复印服务和使用网络

　Unit 29 Sending＆Receiving Faxes发送、接收传真

　Unit 30 Booking and Tourism预订和旅游

　Unit 31 At a Chinese Restaurant在中餐厅

　Unit 32 At a Western Restaurant在西餐厅

　Unit 33 At the Cafe在咖啡厅

　Unit 34 Shopping购物

　Unit 35 Recreation Center娱乐中心

　Unit 36 Beauty Salon美容

　Unit 37 Hair Salon美发

Appendix附录

参考文献