·¹µêÓ¢Óï-2-µÚ¶þ°æ

part one front desk services
unit 1 reservation
1 accepting a reservation
2 the hotel is fully booked
3 changing the reservation date
4 cancelling the reservation
unit 2 check in
1 checking in for the guest with reservation
2 checking in for the guest without reservation
3 checking in for a group
4 no reservation and the hotel is fully booked
unit 3 currency exchanging
1 normal procedure
2 the night change limits
3 cash a check
4 there is no full exchange service
unit 4 delivering luggage
1 at the door
2 after checking in
3 arriving at the room
4 delivering bags to the wrong room
5 before checking out
unit 5 information
1 giving directions to the hotel
2 giving information
3 introducing about entertainment in the hotel
4 about the restaurants
5 where to buy some cigarettes
6 depositing bags
¡¼1¡½7 when the guests want the keys
unit 6check?out
1 paying in cash
2 paying with credit cards
3 explaining the bill
4 the hotel doesn?t accept personal checks

part two housekeeping services
unit 1 floor attendants
1 showing the guests to their rooms
2 introducing the room facilities
3 about the hotel services
unit 2 chamber service
1 cleaning the room
2 asking for an early cleaning
3 turn down service
unit 3 laundry service
1 explaining laundry service
2 demanding laundry service
3 suggesting express laundry service
unit 4 miscellaneous services
1 providing something extra on request
2 shopping for guests
3 about room service
unit 5 dealing with the complaints
1 toilet problem
2 television problem
3 the air conditioner is out of work
4 people next door are noisy
unit 6 lost and found
1 my necklace is missing
2 when the guest has checked out
3 mailing the lost property to its owner
4 your bag has been found

part three food & beverage services
unit 1 reserving a table
1 a reservation for mrs. dunlop
2 reserving a banquet
3 overbooking
unit 2 seating guests
1 seating the guest with a reservation
2 seating the guest without a reservation
3 we want a larger lazy susan
unit 3 taking orders
1 taking a la carte order
2 ordering dinner for two
3 ordering breakfast
unit 4 serving dishes
1 a chinese banquet
2 in the coffee shop
3 at the bar
unit 5 room service
1 replenishing the mini?bar
2 ordering room service
3 sending the ordered meal to the guest s room
unit 6 complaints
1 complaining about dish93¡¼1¡½2 we are in a hurry
3 wrong bill
unit 7 ways of payment
1 paying by cash
2 paying with the credit card
3 signing the bill

part four auxiliary services
unit 1 services for business
1 copying
2 fax sending
3 sending email
4 typing
unit 2 services for meeting and exhibition
1 booking a meeting
2 arranging the meeting room1
3 booking an exhibition1
4 handling the urgent needs1
unit 3 services for health & recreation
1 swimming
2 sauna bath
3 bowling
4 body building
5 night club
unit 4 services for shopping
1 choosing silk fabrics
2 chinese culture and tea
3 choosing souvenir gift
4 choosing traditional chinese paintings
unit 5 services for tourism
1 asking information about traveling
2 asking about the sights
3 reserving a natural scenery tour
4 arranging the itinerary
appendix
¢¡appendix
¢¢appendix
¢£appendix
¢¤appendix
¢¥appendix
¢¦²Î¿¼ÎÄÏ×