Front Office Department
前廳篇
Unit 0ne Room Reservation客房預(yù)訂
Lesson 1 Types of Hotel Accommodations客房種類
Lesson 2 An FIT Reservation散客預(yù)訂
Lesson 3 A Group Reservation 團(tuán)體預(yù)訂
Lesson 4 Room Overbooking客房超額預(yù)訂
Lesson 5 Revising the Reservation 變更預(yù)訂
Unit Two Hotel Check-in酒店入住登記
Lesson 6 Working as a Receptionist做一名前臺接待員
Lesson 7 Checking in Guests with Reservations預(yù)訂客人入住登記
Lesson 8 Checking in a Group 團(tuán)隊入住登記
Lesson 9 Checking in Walk—in Guests無預(yù)訂客人入住登記
Lesson 10 Dealing with Check—in Disputes處理入住登記糾紛
Unit Three Concierge Service禮賓服務(wù) Front Office Department
前廳篇
Unit 0ne Room Reservation客房預(yù)訂
    Lesson 1 Types of Hotel Accommodations客房種類
    Lesson 2 An FIT Reservation散客預(yù)訂
    Lesson 3 A Group Reservation  團(tuán)體預(yù)訂
    Lesson 4 Room Overbooking客房超額預(yù)訂
    Lesson 5  Revising the Reservation  變更預(yù)訂
Unit Two Hotel Check-in酒店入住登記
    Lesson 6 Working as a Receptionist做一名前臺接待員
    Lesson 7 Checking in Guests with Reservations預(yù)訂客人入住登記
    Lesson 8 Checking in a Group  團(tuán)隊入住登記
    Lesson 9 Checking in Walk—in Guests無預(yù)訂客人入住登記
    Lesson 10 Dealing with Check—in Disputes處理入住登記糾紛
Unit Three Concierge Service禮賓服務(wù)
    Lesson 11 Hotel Facilities  酒店設(shè)施
    Lesson 12 Bellboy Service行李生服務(wù)
    Lesson 13 Running Errands for Guests為客人辦事
    Lesson 14 Helping with Flight Booking代訂機票
    Lesson 15 Hiring a Taxi租車服務(wù)
Unit Four Guest Service Center  賓客服務(wù)中心
    Lesson 16 Working as a Telephone Operator做一名電話接線員
    Lesson 17 Making DND設(shè)置“請勿打擾”服務(wù)
    Lesson 18 Making a Long—distance Call撥打長途電話
    Lesson 19 Making an In—house Phone Call拔打內(nèi)部電話
    Lesson 20 A Morning Wake—up Call  叫醒服務(wù)
Unit Five Handling Guest Complaints處理賓客投訴
    Lesson 21 How to Deal with Complaints如何處理投訴
    Lesson 22 Relocating Guests  換房間
    Lesson 23 Complaints about Food and Service對食品及服務(wù)的投訴
    Lesson 24 Handling Complaints about Laundry  處理洗衣服務(wù)的投訴
    Lesson 25 Missing Valuables貴重物品遺失
Unit Six Checking Out結(jié)賬離店
    Lesson 26 Working as a Cashier做一名收銀員
    Lesson 27 Paying Hotel Bill in Cash現(xiàn)金付賬
    Lesson 28 Paying Hotel Bill by Credit Card信用卡付賬
    Lesson 29 Paying Hotel Bill with Traveler’S Checks旅行支票付賬
    Lesson 30 Mistakes on the Hotel Bill賬單錯誤

Housekeeping D
客房篇
Unit Seven Room Cleaning  客房清掃
    Lesson 31 The Hotel Guest Room酒店客房
    Lesson 32 Postponing Room Cleaning推遲客房打掃服務(wù)
    Lesson 33 Helping Guests with Special
    幫助有特殊需求的客人
    Lesson 34 Turn—down Service  開夜床服務(wù)
    Lesson 35 An Improperly Cleaned Room未被打掃干凈的房間
Unit Eight Laundry Service洗衣服務(wù)
    Lesson 36 The Laundry List洗衣單
    Lesson 37 Regular Laundry Service常規(guī)洗衣服務(wù)
    Lesson 3 8 The Express Laundry Service快冼服務(wù)
    Lesson 39 Misdirected Laundry衣物分送錯誤
    Lesson 40 Laundry Damage送洗衣物受損
 Unit Nine Guests’Requests客人的需求
    Lesson 41 Being Friendly and Helpful友愛助人
    Lesson 42 Obtaining Items借用物品
    Lesson 43 Internet因特網(wǎng)
    Lesson 44 Meeting Requirements  滿足客人需求
    Lesson 45 Dealing with Emergencies處理突發(fā)事件
 Unit Ten Repair and Maintenance Service維修服務(wù)
    Lesson 46 How May I Help You?我能幫您嗎
    Lesson 47 The Toilet Won’t Work抽水馬桶有問題
    Lesson 48 A Problem with the Air—conditioner處理空調(diào)問題
    Lesson 49 The Bathroom Floor Is Flooded衛(wèi)生間地面嚴(yán)重積水
    Lesson 50 We Are Very Sorry我們深表歉意

Food&Beverage D
餐飲篇
Unit Eleven Restaurant Reservation&Welcoming Guests餐飲預(yù)訂及迎賓
    Lesson 5 l  Greeting Guests迎賓
    Lesson 52 Booking a Private Room預(yù)訂包房
    Lesson 53 Banquet Reservation宴會預(yù)訂
    Lesson 54 Seating Guests迎賓入座
    Lesson 55 Our Restaurant Is Full餐位已滿
Unit Twelve At the Chinese Restaurant  扭曳聚真
    Lesson 56 Chinese Cuisine中國菜系
    Lesson 57 Taking Orders點菜
    Lesson 58  Sichuan Cuisine  川菜
    Lesson 59  Misdirected Service  上錯菜
    Lesson 60 Signing the Bill單
 Unit Thirteen At the Western Restaurant  在西餐廳
    Lesson 61 Working in F&B Department在餐飲部工作
    Lesson 62 Buffet Service  自助餐
    Lesson 63 American Breakfast關(guān)式早餐
    Lesson 64 Dinner a la Carte零點服務(wù)
    Lesson 65 One Bill or Separate Bills?分單還是合?
Unit Fourteen At the Bar在酒吧
    Lesson 66 What Would You Like to Drink?您想喝點什么
    Lesson 67 A Glass of Fresh Orange Juice一杯鮮橙汁
    Lesson 68 A Cup of Cappuccino卡布奇諾咖啡
    Lesson 69  Recommending Drinks  推薦酒水
    Lesson 70 Trying Local Beer品嘗當(dāng)?shù)仄【?br /> Unit Fiheen Room Service客房送餐服務(wù)
    Lesson 71 Room Service客房送餐服務(wù)
    Lesson 72 Ordering Breakfast bv Phone  電話點餐
    Lesson 73 A Fruit Platter水果盤
    Lesson 74 Room Service Delay送餐服務(wù)延遲
    Lesson 75 A Birthday Party  生日聚會

Miscellaneous De
其他部門篇
Unit Sixteen Business and Entertainment Services  商務(wù)及康樂服務(wù)
    Lesson 76 At the Fitness Center在健身俱樂部
    Lesson 77  At the Swimming Pool在游泳池
    Lesson 78 At the Hotel Shop在酒店商場
    Lesson 79 At the Business Center在商務(wù)中心
    Lesson 80 Convention Service會議服務(wù)


附錄
Appendix 1 Exercise Keys練習(xí)答案
Appendix 2 Tape Scripts錄音材料