Unit One Front Office
Part A： Reservation & Check-in
Part B： Bell Service
Part C： Information Desk & Switchboard
Part D： Check-out
Part E： Handling Complaints
Unit Two Housekeeping
Part A： Guiding the Guests to Their Rooms
Part B： Chamber Service
Part C： Laundry Service
Part D： Room Service
Part E： Handling Complaints
Unit Three Food and Beverages
Part A： Receiving the Reservation
Part B： Taking the Order
Part C： Table Service
Part D： Taking the Bill
Part E： Handling Complaints
Unit Four Shopping Arcade
Part A： Inquiries about Shopping Arcade
Part B： At the Gift Shop
Part C： At the Souvenir Shop
Part D： At the Food Shop
Part E： Handling Complaints
Unit Five Recreation and Fitness Center
Part A： Introducing the Facilities
Part B： Explaining the Membership Policy
Part C： Filling Out the Application Form for Becoming a Member
Part D： Offering Help
Part E： Handling Complaints
Unit Six Beauty Parlor
Part A： Inquiries about the Beauty Parlor
Part B： At the Hairdressers
Part C： At the Barbers
Part D： Facial Massage
Part E： Handling Complaints
Unit Seven Hotel Service
Part A： Taking Messages
Part B： Wake-up Call Service
Part C： Booking Tickets
Part D： Special Service
Part E： Handling Complaints
Key to Unit 1
Key to Unit 2
Key to Unit 3
Key to Unit 4
Key to Unit 5
Key to Unit 6
Key to Unit 7
Tapeseript for Unit 1
Tapescript for Unit 2
Tapescript for Unit 3
Tapeseript for Unit 4
Tapeseript for Unit 5
Tapeseript for Unit 6
Tapeseript for Unit 7
参考文献
