Part One English Skiffs Training for Front Office Services Module 1 Reservation Task 1 Phone Call Reservation Task 2 Face—to—face Reservation Task 3 Group Reservation Task 4 Changing Reservation Module 2 Front Desk（Ⅰ） Task 1 Checking in with Reservation Task 2 Checking in without Reservation Task 3 Late Checking in Module 3 Front Desk（Ⅱ） Task 1 Complaint of Slow Delivery Task 2 Complaint of Noisy Room Task 3 Suggestion and Showing Way Module 4 Concierge Task 1 Introduction of Hotel Services and Facilities Task 2 Baggage Service Module 5 Telephone Desk Task 1 Taking a Message Task 2 Wake—up Call Service Task 3 Ticket Booking Service Module 6 Checking out Task 1 Checking out Task 2 Complaint about the Bill Task 3 Money Exchange Part Two English Skills Training for Food and Beverage Services Module 1 Sales and Marketing Task Receiving Table Bookings Module 2 Restaurant（Ⅰ） Task 1 Seating Guests Task 2 Taking Chinese Food Orders Task 3 Taking Western Food Orders Module 3 Restaurant（Ⅱ） Task 1 Serving Dishes Task 2 Serving Wine Module 4 Settling Bill Problems Task 1 Payment Methods Task 2 Settling Bill Problem Module 5 Bar Task 1 Taking Cocktail Orders Task 2 Taking Soft Drink Orders Module 6 Room Serviee Task 1 Taking Room Service Orders Task 2 Delivering Food Part Three English Skills Training for Housekeeping Services Module 1 The Service of Housekeeper Task Cleaning the Public Areas Module 2 Room Turn Down Services Task Turn Down Service Module 3 Housekeeping Services Task 1 Escorting the Guest to the Guestroom Task 2 Collecting and Returning the Laundry Task 3 Explaining the Laundry Service Task 4 Baby—Sitting Service Task 5 Extra Bed Service Task 6 Emergency Preparedness Module 4 Room Cleaning Task 1 Facilities for the Handicapped Task 2 Occupied Guest Room Cleaning Module 5 Guest Room Maintenance Task Problems of Room Facilities Module 6 Handling Complaints Task 1 Noise from Refrigerator Task 2 Handling the Complaint of a Rude Room Attendant Task 3 Handling the Complaint of Dirty Tap Water
