Part 1 Courtesies
Unit 1 Greetings
Unit 2 Introduction
Unit 3 Parting
Unit 4 Requests and Responses
Unit 5 Thanks and Responses
Unit 6 Apologies
Unit 7 Asking the Way
Unit 8 Asking Time and Dates
Part 2 Front Desk Service
Unit 9 Reservation （I）
Unit I 0 Reservation （Ⅱ）
Unit 11 Guest Arrival
Unit 12 Check-in （I）
Unit 13 Check-in （Ⅱ）
Unit 14 Bringing the Guest to Room
Unit 15 Delivering Bags
Unit 16 Cloakroom
Unit 17 Information Desk
Unit 18 Messages
Unit 19 Foreign Exchange
Unit 20 Bringing Baggage Down
Unit 21. Checking Out
Part 3 Housekeeping Service
Unit 22 Room Cleaning
Unit 23 Lending Articles to Guests
Unit 24 Damage Problems
Unit 25 Dealing with Complaints
Unit 26 Lost and Found （I）
Unit 27 Lost and Found （Ⅱ）
Unit 28 Laundry （I）
Unit 29 Laundry （Ⅱ）
Part 4 Food & Beverage Service
Unit 30 Taking a Reservation
Unit 31 Receiving the Diner
Unit 32 Taking Orders
Unit 33 Breakfast
Unit 34 Lunch
Unit 35 Dinner
Unit 36 Buffet and Snack Bar
Unit 37 In a Chinese Restaurant
Unit 38 Room Service
Unit 39 In the Bar
Unit 40 Dealing with Requests
Unit 41 Dealing with Complaints
Unit 42 Giving the Bill
Part 5 Other Services
Unit 43 Shopping （I）
Unit 44 Shopping （Ⅱ）
Unit 45 Telephone Calls （I） Calls from Outside
Unit 46 Telephone Calls （Ⅱ） Calls from Guest Rooms
Unit 47 Telephone Calls （Ⅲ）International Calls
Unit 48 Sport and Keep-fit
Unit 49 At the Post Office
Unit 50 Hair-dressing
Unit 51 Convention Facilities
Unit 52 Booking Tickets
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