CONTENTS
PART I THE FRONT OFFlCE
UNIT l Room Reservation
1-1 Accepting a Booking
1-2 Group Reservation
1-3 Fully Booked
Useful Expressions
UNlT 2 At the Reception Desk
2-1 At the Entrance
2-2 The Registraion
2-3 Receiving a Walk-in Guest
2-4 Dealing with Reservation Mix-up
Useful Expressions
UNIT 3 Bell Service
3-1 On the Way to Room
3-2 About the Room Facilities
3-3 Ticket-booking Service
3-4 Getting Down the Luggage for the Guest When They Leave
Useful Expressions
UNlT 4 At the Information Desk
4-1 Mail Service
4-2 Taking Message
4-3 Directing the Way
Useful Expressions
UNlT 5 The Cashier
5-l Currency Exchange
5-2 Checking Out
Useful Expressions
UNlT 6 Switchboard Operator
6-1 External Call
6-2 Making a Long-distance Call
Useful Expressions
PART II THE HOUSEKEEPlNG
DEPARTMENT
UNlT l Chamber Service
1-1 Making Up the Room
1-2 Turn-down Service
Useful Expressions
UNlT 2 Laundry Service
2-1 Explaining How to Get the Service
2-2 Special Requirement for Laundry
2-3 Mixed-up Laundry
2-4 Paying for Damage
Useful Expressions
UNIT 3 Special Services
3-1 Room Service
3-2 Maintenance
3-3 Baby-sitting Service
3-4 Arranging a Birthday Party
PART III FOOD AND BEVERAGE
DEPARTMENT
UNlT l Restaurant Reservations
1-1 Accepting a Reservation
1-2 Fully Booked
Useful Expressions
UNlT 2 Receiving the Guest
2-1 Seating the Guest
2-2 There isn't a Table
Useful Expressions
UNlT 3 Taking Orders
3-1 Waiting for Orders
3-2 Ordering Dessert
Useful Expressions
UNIT 4 Serving the Food
4-1 There is a Mistake
4-2 The Steak is not Fresh
Useful Expressions
UNIT 5 Presenting the BUl
5-l The Guest Signs for the Bill
5-2 Paying by Credit Card
5-3 Paying by Traveller's Cheques
Useful Expressions
Unit 6 Bar Service
6-l Another.sir?
6-2 Passing on a Message
Useful Expressions
PART IV AUXlLlARY SERVlCE
UNlT l Business Center
1-1 Making Photo Copies
1-2 Sending Fax
1-3 Developing Films
1-4 Finding an Interpreter
Useful Expressions
UNIT 2 Recreation and Fitness Center
2-1 About the Recreation and Fitness Center
2-2 At the Swimming Pool
Useful Expressions
UNlT 3 Shopping
3-1 At the Souvenir Shop
3-2 At the Arts and Crafts Shop
Useful Expressions
PART V MENUS
UNlT l Chicken. Duck and Game
UNlT 2 Meats
UNlT 3 Seafood
UNlT 4 Egg
UNlT 5 Bean Curd
UNlT 6 Rice Noodles and DesgertsCDim Sum)
UNlT 7 Vegetables
UNlT 8 Drink
UNlT 9 Soup
UNlT 10 Cooking