¾ÆµêÓ¢ÓïÊÓÌý˵:watching, listening & speaking

Part 1 Watching and SpeakingÊÓºÍ˵
Unit 1 General Information about the Hotel¾Æµê»ù±¾Çé¿ö
Unit 2 Banquet ServiceÑç»á·þÎñ
Unit 3 Room ServiceËͲͷþÎñ
Unit 4 Guests¡¯Complaints¿ÍÈ˱§Ô¹
Unit 5 Accepting Complaints½ÓÊÜͶËß
Unit 6 Dealing with ComplaintsÓ¦¶Ô±§Ô¹

Part 2 ListeningÌýÁ¦
Unit 7 Room Reservation¿Í·¿Ô¤¶©
Unit 8 Change Reservation¸ü¸ÄÔ¤¶©
Unit 9 Cancel ReservationÈ¡ÏûÔ¤¶©
Unit 10 Group ReservationÍŶÓÔ¤¶©
Unit 11 Welcoming GuestsÓ­±ö
Unit 12 Baggage ServiceÐÐÀî·þÎñ
Unit 13 At the CloakroomÔڼĴ洦
Unit 14 Introducing the Hotel Service½éÉܾƵê·þÎñ
Unit 15 Reception£¯Check in½Ó´ý£¯ÈëסµÇ¼Ç
Unit 16 Foreign Currency ExchangeÍâ±Ò¶Ò»»
Unit 17 Check out½áÕËÍË·¿
Unit 18 Complaints at Front Officeǰ̨ͶËß
Unit 19 Telephone Etiquetteµç»°ÀñÒÇ
Unit 20 Wake-up Service½ÐÐÑ·þÎñ
Unit 21 Phone Transferringת½Óµç»°·þÎñ
Unit 22 Paging a Guest´«ºô¿ÍÈË
Unit 23 International and Domestic Long¡ªDistance Calls²¦´ò¹ú¼Ê¹úÄÚ³¤Í¾
Unit 24 Room CleaningÇåÀí·¿¼ä
Unit 25 Tum-Down Service×öÍí´²·þÎñ
Unit 26 Laundry ServiceÏ´Ò·þÎñ
Unit 27 Complaints at Housekeeping Department¿Í·¿Í¶Ëß
Unit 28 Printing&Copying Service and Using the Internet´òÓ¡¡¢¸´Ó¡·þÎñºÍʹÓÃÍøÂç
Unit 29 Sending£¦Receiving Faxes·¢ËÍ¡¢½ÓÊÕ´«Õæ
Unit 30 Booking and TourismÔ¤¶©ºÍÂÃÓÎ
Unit 31 At a Chinese RestaurantÔÚÖвÍÌü
Unit 32 At a Western RestaurantÔÚÎ÷²ÍÌü
Unit 33 At the CafeÔÚ¿§·ÈÌü
Unit 34 Shopping¹ºÎï
Unit 35 Recreation CenterÓéÀÖÖÐÐÄ
Unit 36 Beauty SalonÃÀÈÝ
Unit 37 Hair SalonÃÀ·¢

Appendix¸½Â¼
²Î¿¼ÎÄÏ×