Front Office Department 前厅篇 Unit One Room Reservation 客房预订 Lesson 1 Types of Hotel Accommodations 客房种类 Lesson 2 An FIT Reservation 散客预订 Lesson 3 AGroup Reservation 团体预订 Lesson 4 Room Overbooking 客房超额预订 Lesson 5 Revising the Reservation 变更预订 Unit Two Hotel Check—in 酒店入住登记 Lesson 6 Working as a Receptionist做一名前台接待员 Lesson 7 Checking in Guests with Reservations 预订客人入住登记 Lesson 8 Checking in a Group 团队入住登记 Lesson 9 Checking in Walk—in Guests 无预订客人入住登记 Lesson 10 Dealing with Check—in Disputes 处理入住登记纠纷 Unit Three Concierge Service 礼宾服务 Lesson 11 Hotel Facilities 酒店设施 Lesson 12 Bellboy Service 行李生服务 Lesson 13 Running Errands for Guests 为客人办事 Lesson 14 Helping with Flight Booking 代订机票 Lesson 15 Hiring a Taxi租车服务 Unit Four Guest Service Center 宾客服务中心 Lesson 16 Working as a Telephone Operator做一名电话接线员 Lesson 17 Making DND设置“请勿打扰”服务 Lesson 18 Making a Long—distance Call 拨打长途电话 Lesson 19 Making anln—house Phone Call拨打内部电话 Lesson 20 A Morning Wake—up Call 叫醒服务 Unit Five Handling Guest Complaints 处理宾客投诉 Lesson 21 How to Deal with Complaints 如何处理投诉 Lesson 22 Relocating Guests 换房间 Lesson 23 Complaints about Food and Service 对食品及服务的投诉 Lesson 24 Handling Complaints about Laundry 处理洗衣服务的投诉 Lesson 25 Missing Valuables 贵重物品遗失 Unit Six Checking Out 结账离店 Lesson 26 Working as a Cashier做一名收银员 Lesson 27 Paying Hotel Bill in Cash 现金付账 Lesson 28 Paying Hotel Bill by Credit Card 信用卡付账 Lesson 29 Paying Hotel Bill with Traveler's Checks 旅行支票付账 Lesson 30 Mistakes on the Hotel Bill 账单错误 Housekeeping Department 客房篇 Unit Seven Room Cleaning 客房清扫 Lesson 31 The Hotel Guest Room 酒店客房 Lesson 32 Postponing Room Cleaning 推迟客房打扫服务 Lesson 33 Helping Guests with Special Requests帮助有特殊需求的客人 Lesson 34 Turn—down Service 开夜床服务 Lesson 35 An Improperly Cleaned Room 未被打扫干净的房间 Unit Eight Laundry Service 洗衣服务 Lesson 36 The Laundry List 洗衣单 Lesson 37 Regular Laundry Service 常规洗衣服务 Lesson 38 The Express Laundry Service 快洗服务 Lesson 39 Misdirected Laundry 衣物分送错误 Lesson 40 Laundry Damage 送洗衣物受损 Unit Nine Guests' Requests 客人的需求 Lesson 41 Being Friendly and Helpful 友爱助人 Lesson 42 Obtaining Items 借用物品 Lesson 43 Internet 因特网 Lesson 44 Meeting Requirements 满足客人需求 Lesson 45 Dealing with Emergencies 处理突发事件 Unit Ten Repair and Maintenance Service 维修服务 Lesson 46 How May I Help You？我能帮您吗？ Lesson 47 The Toilet Won't Work抽水马桶有问题 Lesson 48 A Problem with the Air—conditioner 处理空调问题 Lesson 49 The Bathroom Floorls Flooded 卫生间地面严重积水 Lesson 50 We Are Very Sorry我们深表歉意 Food＆Beverage Department 餐饮篇 Unit Eleven Restaurant Reservation&Welconung Guests 餐饮预订及迎宾 Lesson 51 Greeting Guests 迎宾 Lesson 52 Booking a Private Room 预订包房 Lesson 53 Banquet Reservation 宴会预订 Lesson 54 Seating Guests 迎宾入座 Lesson 550ur Restaurant Is Full 餐位已满 Unit Twelve At the Chinese Restaurant 在中餐厅 Lesson 56 Chinese Cuisine 中国菜系 Lesson 57 Taking Orders 点菜 Lesson 58 Sichuan Cuisine 川菜 Lesson 59 Misdirected Service 上错菜 Lesson 60 Signing the Bill 签单 Unit Thirteen At the Western Restaurant 在西餐厅 Lesson 61 Working in F&B Department 在餐饮部工作 Lesson 62 Buffet Service 自助餐 Lesson 63 American Breakfast 美式早餐 Lesson 64 Dinner ala Carte 零点服务 Lesson 650ne Bill or Separate Bills？ 分单还是合单？ Unit Fourteen At the Bar 在酒吧 Lesson 66 What Would You Like to Drink？ 您想喝点什么？ Lesson 67 A Glass of Fresh Orange Juice 一杯鲜橙汁 Lesson 68 A Cup of Cappuccino 卡布奇诺咖啡 Lesson 69 Recommending Drinks 推荐酒水 Lesson 70 Trying LocalBeer 品尝当地啤酒 Unit Fifteen Room Service 客房送餐服务 Lesson 71 Room Service 客房送餐服务 Lesson 720rdering Breakfast by Phone 电话点餐 Lesson 73 A Fruit Platter 水果盘 Lesson 74 Room Service Delay 送餐服务延迟 Lesson 75 A Birthday Party 生日聚会 Miscellaneous Departments 其他部门篇 Unit Sixteen Business and Entertainment Services 商务及康乐服务 Lesson 76 At the Fitness Center在健身俱乐部 Lesson 77 At the Swimming Pool 在游泳池 Lesson 78 At the Hotel Shop在酒店商场 Lesson 79 At the Business Center 在商务中心 Lesson 80 Convention Service 会议服务 Appendix 附录 Appendix 1 Exercise Keys 练习答案 Appendix 2 Tape Scripts 录音材料
