PART?ONEFRONT?DESK?SERVICES
Unit?1Reservation3
1??Accepting?a?Reservation3
2??The?Hotel?is?fully?Booked3
3??Changing?the?Reservation?Date4
4??Cancelling?the?Reservation4
Unit?2Check?in9
1??Checking?in?for?the?Guest?with?Reservation9
2??Checking?in?for?the?Guest?without?Reservation9
3??Checking?in?for?a?Group10
4??No?Reservation?and?the?Hotel?is?fully?Booked11
Unit?3Calling?Service15
1??Paging?a?Guest15
2??Calling?for?the?Guest15
3??Leaving?a?Message16
4??Placing?Morning?Calls16
Unit?4Exchanging?Money21
1??Normal?Procedure21
2??The?Night?Change?Limits21
3??Cash?a?Check22
4??There’s?No?Full?Exchange?Service22
Unit?5Delivering?Luggage25
1??At?the?Door25
2??After?Checking?in25
3??Arriving?at?the?Room26
4??Delivering?Bags?to?the?Wrong?Room26
5??Before?Checking?out27
Unit?6Information31
1??Giving?Directions?to?the?Hotel31
2??Giving?Information31
3??Introducing?about?Entertainment?in?the?Hotel32
4??About?the?Restaurants32
5??Where?to?Buy?some?Cigarettes33
Unit?7Check?out37
1??Paying?in?Cash37
2??Paying?with?Credit?Cards37
3??Explaining?the?Bill38
4??The?Hotel?Doesn’t?Accept?Personal?Checks38
Unit?8Other?Services41
1??Greeting?an?Arriving?Guest41
2??Depositing?Bags41
3??Delivering?Letters?for?the?Guests42
4??When?the?Guests?Want?the?Keys42
5??Booking?a?Plane?Ticket43
PART?TWOHOUSEKEEPING?SERVICES
Unit?1Floor?Attendants47
1??Showing?the?Guests?to?their?Rooms47
2??Introducing?the?Room?Facilities47
3??About?the?Hotel?Services48
Unit?2Chamber?Service51
1??Cleaning?the?Room51
2???Asking?for?an?Early?Cleaning51
3???Turn?down?Service52
Unit?3Laundry?Service57
1???Explaining?Laundry?Service57
2??Demanding?Laundry?Service57
3???Suggesting?Express?Laundry?Service58
Unit?4Miscellaneous?Services61
1??Providing?Something?Extra?on?Request61
2??Shopping?for?Guests61
3??About?Room?Service62
Unit?5Special?Problems65
1??Babysitting?Service65
2??Compensation65
3??A?Sick?Guest66
Unit?6Dealing?with?the?Complaints69
1??Toilet?Problem69
2??Television?Problem69
3??The?Air?Conditioner?is?out?of?Work70
4??People?Next?Door?are?Noisy70
Unit?7Lost?and?Found75
1??My?Necklace?is?Missing75
2??When?the?Guest?has?Checked?out75
3??Mailing?the?Lost?Property?to?its?Owner76
4??Your?Bag?has?been?Found77
Unit?8Creating?a?Home?away?From?Home79
1???A?Birthday?Party79
2??A?Big?Surprise79
3??Wish?You?a?Pleasant?Heart80
PART?THREEFOOD?&?BEVERAGE?SERVICES
Unit?1Reserving?a?Table85
1??A?Reservation?for?Mrs?Dunlop85
2??Reserving?a?Banquet85
3??Overbooking86
Unit?2Seating?Guests89
1??Seating?the?Guest?with?a?Reservation89
2??Seating?the?Guest?without?a?Reservation89
3??We?Want?a?Larger?Lazy?Susan90
Unit?3Taking?Orders93
1??Taking?a?la?Carte?Order93
2??Ordering?Dinner?for?Two94
3??Ordering?Breakfast94
Unit?4Serving?Dishes99
1??A?Chinese?Banquet99
2??In?the?Coffee?Shop100
3??At?the?Bar100
Unit?5Room?Service105
1??Replenishing?the?Mini?Bar105
2??Ordering?Room?Service105
3??Sending?the?Ordered?Meal?to?the?Guest’s?Room106
Unit?6Catering?for?Guests109
1??Having?Birthday?in?China109
2??Enjoying?Moon?Cakes109
3??Arranging?Special?Food110
Unit?7Complaints115
1??Complaining?about?Dish115
2??We?are?in?a?Hurry115
3??Wrong?Bill116
Unit?8Ways?of?Payment121
1??Paying?by?Cash121
2??Paying?with?the?Credit?Card121
3??Signing?the?Bill122
PART?FOURAUXILIARY?SERVICES
Unit?1Services?for?Business129
1??Copying129
2??Fax?Sending129
3??Sending?E?mail130
4??Typing130
Unit?2Services?for?Meeting?and?Exhibition133
1??Booking?a?Meeting133
2??Arranging?the?Meeting?Room133
3??Booking?an?Exhibition134
4??Handling?the?Urgent?Needs135
Unit?3Services?for?Health139
1??Swimming139
2??Sauna?Bath139
3??Bowling140
4??Body?Building141
Unit?4Services?for?Recreation145
1??Night?Club145
2??Dancing146
3??Seeing?a?Movie146
4??Comment?on?Sports147
Unit?5Services?for?Beauty151
1??Having?a?Hair?Cut151
2??Having?a?Hair?Done151
3??Having?a?Hair?Dyed152
4??Having?a?Facial?Treatment153
Unit?6Services?for?Shopping157
1??Choosing?Silk?Fabrics157
2??Chinese?Culture?and?Tea157
3??Choosing?Souvenir?Gift158
4??Choosing?Traditional?Chinese?Paintings159
Unit?7Services?for?Tourism163
1??Asking?Information?about?Traveling163
2??Asking?about?the?Sights163
3??Reserving?a?Natural?Scenery?Tour164
4??Arranging?the?Itinerary165
Unit?8Other?Services169
1??Seeing?the?Doctor169
2??Ordering?a?Taxi170
3??Charging?for?Children170
4??A?Guest?with?Animals171
Appendix?ⅠA?Welcome?Letter?from?the?Hotel?Manger173
Appendix?ⅡOnline?Booking174
Appendix?ⅢChinese?Cuisine175
Appendix?ⅣWestern?Cuisine177
Appendix?ⅤTerms?of?Room?Services179
Reference181