Part 1 Courtesy Service
接待礼仪篇
Unit 1 Greetings & Introductions问候与介绍
Unit 2 Thanks & Apologies致谢与道歉
Unit 3 Farewells告别
Part 2 Hotel Service
酒店服务篇
Unit 4 Room Reservation客房预订
Unit 5 Concierge Service礼宾服务
Unit 6 Checking In入住登记
Unit 7 Chamber Service客房服务
Unit 8 Taking Order点菜
Unit 9 Paying Bills in the Restaurant餐厅结账
Unit 10 Room Service送餐服务
Unit 11 Recreation & Fitness Center康乐中心
Unit 12 Tickets Service票务服务
Unit 13 Business Center商务中心
Unit 14 Conference Service会议服务
Unit 15 Dealing with the Complaints处理投诉
Unit 16 Checking Out结账离店
Part 3 Tour Guide Service
导游服务篇
Unit 17 On the Plane在飞机上
Unit 18 At the Customs在海关
Unit 19 Meeting Guests at the Airport接机
Unit 20 On the Way to the Hotel去酒店
Unit 21 Helping the Tourists Check In帮助入住酒店
Unit 22 Sightseeing (I)景点参观（I）
Unit 23 Sightseeing (II)景点参观（II）
Unit 24 Shopping购物
Unit 25 Handling Problems and Emergencies处理突发事件
Unit 26 Farewell at the Airport机场道别
Appendix
附 录
Appendix I Keys to the Exercises练习答案
Appendix II Tapescripts录音材料
