Part one  Courtesy English

       Unit 1  Introduction

       Unit 2  Greetings

       Unit 3 Parting

       Unit 4  Requests (Thanks) and Responses

       Unit 5  Asking the way

Part two  The Front Office

       Unit 1  Room Reservations

       Unit 2 Check In

       Unit 3  Information Desk

       Unit 4  Bell Service

       Unit 5  The Front Cashier

Part three  Housekeeping Department

       Unit 1  Guiding Guests To Their Rooms

       Unit 2  Make-up Service

       Unit 3  Providing Service For Guests

       Unit 4  Wake-up Call Service

       Unit 5  Laundry Service

Part four  Food and Beverage Service

       Unit 1  Restaurant Reservations

       Unit 2 Taking Orders

       Unit 3  Breakfast

       Unit 4  At a Chinese Restaurant

       Unit 5  Buffet and Room Service

Part five  Tending At The Bar

       Unit 1  Serving Cocktails

       Unit 2  Ordering Wines

       Unit 3  Public Relations

       Unit 4  Training The Bar Waiters

Part six  Dealing With The Complaints

       Unit 1  Complaining About The Restaurants

       Unit 2  Complaining About The Housekeeping

       Unit 3  Complaining About Other Services

Part seven  Other Services

       Unit 1  Shopping Center

       Unit 2  Business Center

       Unit 3  Sports Activities

       Unit 4  Recreation

Appendices

       I. Hotel Organization Chart (饭店机构表)

       II. Useful Words & Expressions for Restaurant

       Ⅲ. Useful Words & Expressions for Bar Service(常用词汇和句子)

Reference