Chapter One Front Desk Service
前台服务
Unit OneCheck-in
服务技能]入住登记
Service C0nvCrSation 1
YOU Are Our Guests
Service Conversation 2
Registering a GroupThat Has a Reservation

Unit Two Complaints and on the Guest's Request
服务技能2处理投诉和回应客人要求
Service C0nVersation 3
Our Housemaid willBring Them to Your Room Soon
Service ConVCrsation 4
We Do Apologize for the Inconvenience

Chapter Two Reservation Desk Service
客房预订部服务
Unit Three Room Reservations
服务技能3客房预订
Service Conversation 5
Accepting a Reservation
Service Conversation 6
Recommending Other Hotels

Unit Four Revising the Reservation
服务技能4预订变更
Service Conversation 7
Changing a Reservation
Service Conversation 8
Canceling a Reservation for the Guest

Chapter Three Concierge Desk Service
礼宾部服务
Unit Five Luggage Service
服务技能5行李服务
Service C0nVerSation 9
Welcome to the Great Wall Hotel
Service C0nVersation 10
Is it Charged or Free

Unit Six Car Reservation Service
服务技能6车辆预订服务
Service C0nVersatiOn 11
Calling a Taxi at the Hotel Gate
Service Conversation 12
Car Reservation at the Conciergc Desk

Chapter Four Cash Desk Service
收银台服务
Unit Seven Foreign Currency Exchange
服务技能7外币兑换
Service Conversation 13
Changing US Dollars into Chinesc yuan
Service Conversation 14
Changing at the Airport Exchange Office

Unit Eight Checkout
服务技能8结账退宿
Service Conversation 15
Checking out in Cash
Service Conversation 16
Checking out by Credit Card

Unit Nine Solving Problems with the Bill
服务技能9解决账单问题
Service Conversation 17
Explaining the Bill
Service Conversation 18
Here Is the Money You’ve Overpaid

Chapter Five Telephone Desk Service
总机服务
Unit Ten Telephone Operator
服务技能10转接电话
Service Conversation 19
Outgoing Calls
Service Conversation 20
Incoming Calls

Unit Eleven Other Services
服务技能¨其他服务
Service Conversation 21
The wakc-up Call
Service Conversation 22
Leaving the Message

Chapter Six Housekeeping Service
客房服务
Unit Twelve Chamber Services
服务技能12客房服务
Service ConversatiOn 23
May I do the Room Now
Service Conversation 24
What Time Would YOU Like Me to Come Back

Unit Thirteen Room Service
服务技能13客房送餐服务
Service Conversation 25
Your order will Arrive in 15 Minutes
Service COnvCrSation 26
Here is Your Chinese Breakfast

Unit Fourteen Maintenance Service
服务技能14维修服务
Service C0nVersation 27
The Repairman will Come to Your Room Soon
Service C0nVersation 28
Repairing the Facilities in the Bathroom．

Chapter Seven Restaurant Service
餐厅服务
Unit Fifteen Table Reservation
服务技能15餐厅预订
Service C0nverSation 29
Reserving aTable on Valentine’s Day
Service C0nvCrSation 30
Book a Table by the Window

Unit Sixteen Greeting the Guests
服务技能16餐厅迎客服务
Service Conversation 31
Arranging One Table for the Non-reserved Guest
Service C0nVerSation 32
Arranging One Table for the Reserved Guest
Unit SeventeenTaking Orders
服务技能17点菜服务
Service ConverSation 33
Can You Recommend Some Chinese Food
Service Conversation 34
The Chinese Cuisine is Divided into Eight Styles

Unit Eighteen Service during the Meal
服务技能18上菜服务与席间服务
Service Conversation 35
Serving the Guest during the Meal

Unit Nineteen Setting Accounts
服务技能19结账
Service Conversation 36
I Forgot to Bring my wauct with me
Service ConverSation 37
Do You Accept Credit Card

Chapter Eight Bar Service
酒吧服务
Unit Twenty General Services
服务技能20常规服务
Service ConversatiOn 38
Serving Drinks
……
Chapter Nine Business Center Service(Ⅰ)
Chapter Ten Business Center Service(Ⅱ)
Chapter Eleven Heslth Recreation Center Service
Chapter Twelve Convention Exhibition Center Service
Chapter Thirteen Shopping Service
Chapter Fourteen Other Service