Part1 前台服务
Unit 1 预订房间Room Reservation
Unit 2 团队预订Making the Group Reservation
Unit 3 改变预订Changing the Reservation
Unit 4 取消预订Cancelling the Reservation
Unit 5 酒店设施The Facilities
Unit 6 设施位置The Location of the Facilities
Unit 7 机场接客Receiving a Guest at the Airport
Unit 8 入住宾馆Check—in
Unit 9 迎宾接待Reception
Unit 10 欢迎熟客Welcoming the Old Guest
Unit 11 推荐餐厅Recommending Restaurant
Unit 12 确认姓名Confirmation of Names
Unit 13 公司付账On a Company Account
Unit 14 持有预付收据WM a Hotel Voucher
Unit 15 再度光临而房费不同Room Rate Changes for a Returning Guest
Unit 16 兑换货币Exchanging Money
Unit 17 旅游服务Tourism Service
Unit 18 为客人叫出租车Calling a Taxi for theGuest
Unit 19 饭店安全Hotel Safety
Unit 20 汽车安排Car Services
Unit 21 结账离店Check-out
Unit 22 带至柜台To the Reception Desk
Unit 23 带至客房To the Guest Room
Unit 24 搭乘电梯Taking the Elevator
Unit 25 到达客房Arriving at the Room
Unit 26 送错行李Delivering to the Wrong Room
Unit 27 提取客人行李Picking up Guest’S Bags
Unit 28 领取行李Collecting Bags
Unit 29 寄存物品Depositing Items
Unit 30 领取物品Collecting Items
Unit 31 遗失取物牌Tag Being Lost

Part2 咨询服务
Unit 32 询问客房号码Inquiring Room Number
Unit 33 查询姓名未列在表上The Name Doesn’t Appear on the List
Unit 34 给住宿旅客留言Message for Staying Guests
Unit 35 替客人传话Conveying Messages for Guests
Unit 36 介绍临近场所Introducing Nearby Locations
Unit 37 介绍较远场所Introducing Faraway Locations
Unit 38 指示客人如何到旅馆Giving Directions to the Hotel
Unit 39 指示客人如何到目的地Giving Directions to the Destination
Unit 40 提供逛街观光信息Information for
Shopping＆Sightseeing
Unit 41 标准洗衣服务Standa Laundry Service

part 3 客房服务 Housekeepine Services
Unit 42 干洗服务Dry Laundry Service
Unit 43 快洗服务Express Laundry Service
Unit 44 修补服务Mending Service
Unit 45 送错衣服Mis-delivery
Unit 46 送餐服务Delivering Food Service
Unit 47 唤醒服务Wake-up Call Service
Unit 48 客房清理服务Room-Cleaning Service
Unit 49 电器维修Appliances Maintenance
Unit 50 设施维修Facilities Maintenance
Unit 51 医疗服务Medical Service
Unit 52 床上用品Bed Amenities
Unit 53 为客人铺床Making Beds for Guests
Unit 54 客人用品Guest Amenities
Unit 55 卧室用品Bedroom Amenities
Unit 56 铺床服务Evening Turn-down Service
Unit 57 借用电器设备Borrowing Electric Equipment
Unit 58 突然生病Illness Emergency
Unit 59 失物招领Lost and Found
Unit 60 特殊要求Special Request
Unit 61 应对火警Responding to Fire Alarm
Unit 62 延长住宿Extending the Stay
Unit 63 更换客房Changing the Room
Unit 64 丢失手表Losing the Watch
Unit 65 丢失钱包Losing the Wallet
Unit 66 送洗衣物受损Laundry is Damaged
Unit 67 物品遗留客房Leaving Some Items in the Room
Unit 68 需要药品Asking for Medicine
Unit 69 其他服务Other Se~ices to the Room Guests
Unit 70 被锁在防火道之外Being Locked out of the Fire Exit
Unit 71 留言服务Message Service

part 4 电话服务 Telephone services
Unit 72 转接服务Transfer Service
Unit 73 通信故障Communication Disorder
Unit 74 国际直拨电话International Direct Call
Unit 75 接听电话An Coming-in Call
Unit 76 叫人电话Person-to-Person Call
Unit 77 叫号电话Station-to-Station Call
Unit 78 长途电话Long Distance Call
Unit 79 对方付费电话Collect Call
Unit 80 内线电话Room-to-Room Call
Unit 81 电话占线A Busy Line
Unit 82 国际电话费用International Rates
Unit 83 人工叫醒电话Manual Wake-up Call
Unit 84 拨打本地紧急电话Dialing Local Emergency Number
Unit 85 客房无人回应No Reply from the Room
……
Part 5 商务服务
Part 6 餐饮服务
Part 7 康乐服务
Part 8 购物服务