Part One Front Desk ServicesUnit 1 Reservation1 Accepting a Reservation2 The Hotel is Fully Booked3 Changing the Reservation Date4 Cancelling the ReservationUnit 2 Check in1 Checking in for the Guest with Reservation2 Checking in for the Guest without Reservation3 Checking in for a Group4 No Reservation and the Hotel is Fully BookedUnit 3 Currency Exchanging1 Normal Procedure2 The Night Change Limits3 Cash a Check4 There is No Full Exchange ServiceUnit 4 Delivering Luggage 1 At the Door2 After Checking in3 Arriving at the Room4 Delivering Bags to the Wrong Room5 Before Checking OutUnit 5 Information1 Giving Directions to the Hotel2 Giving Information3 Introducing about Entertainment in the Hotel4 About the Restaurants5 Where to Buy some Cigarettes6 Depositing Bags〖1〗7 When the Guests Want the KeysUnit 6Check?out1 Paying in Cash2 Paying with Credit Cards3 Explaining the Bill4 The Hotel Doesn?t Accept Personal Checks Part Two Housekeeping ServicesUnit 1 Floor Attendants1 Showing the Guests to their Rooms2 Introducing the Room Facilities3 About the Hotel ServicesUnit 2 Chamber Service1 Cleaning the Room2 Asking for an Early Cleaning3 Turn down ServiceUnit 3 Laundry Service1 Explaining Laundry Service2 Demanding Laundry Service3 Suggesting Express Laundry ServiceUnit 4 Miscellaneous Services1 Providing Something Extra on Request2 Shopping for Guests3 About Room ServiceUnit 5 Dealing with the Complaints1 Toilet Problem2 Television Problem3 The Air Conditioner is Out of Work4 People Next Door are NoisyUnit 6 Lost and Found1 My Necklace is Missing2 When the Guest has Checked out3 Mailing the Lost Property to its Owner4 Your Bag has been Found Part Three Food & Beverage ServicesUnit 1 Reserving a Table1 A Reservation for Mrs. Dunlop2 Reserving a Banquet3 OverbookingUnit 2 Seating Guests1 Seating the Guest with a Reservation2 Seating the Guest without a Reservation3 We Want a Larger Lazy SusanUnit 3 Taking Orders1 Taking a la Carte Order2 Ordering Dinner for Two3 Ordering BreakfastUnit 4 Serving Dishes1 A Chinese Banquet2 In the Coffee Shop3 At the BarUnit 5 Room Service1 Replenishing the Mini?Bar2 Ordering Room Service3 Sending the Ordered Meal to the Guest s RoomUnit 6 Complaints1 Complaining about Dish93〖1〗2 We are in a Hurry3 Wrong BillUnit 7 Ways of Payment1 Paying by Cash2 Paying with the Credit Card3 Signing the Bill Part Four Auxiliary ServicesUnit 1 Services for Business1 Copying2 Fax Sending3 Sending Email4 TypingUnit 2 Services for Meeting and Exhibition1 Booking a Meeting2 Arranging the Meeting Room13 Booking an Exhibition14 Handling the Urgent Needs1Unit 3 Services for Health & Recreation1 Swimming2 Sauna Bath3 Bowling4 Body Building5 Night ClubUnit 4 Services for Shopping1 Choosing Silk Fabrics2 Chinese Culture and Tea3 Choosing Souvenir Gift4 Choosing Traditional Chinese PaintingsUnit 5 Services for Tourism1 Asking Information about Traveling2 Asking about the Sights3 Reserving a Natural Scenery Tour4 Arranging the ItineraryAppendixⅠAppendixⅡAppendixⅢAppendixⅣAppendixⅤAppendixⅥ参考文献