Unit 1 General enquiries Unit 2 The first day Unit 3 Taking a booking Unit 4 Receiving a guest Unit 5 Helping guests, 1 Unit 6 Helping guests, 2 Unit 7 Serving drinks Unit 8 On the menu Unit 9 Dealing with complaints and problems Unit 10 Payment and checkouts Unit 11 Planning a function Unit 12 Applying for a job Appendix Pairwork files Transcripts Unit word list Geographical names and places A-Z word list Technical word list Units and measures