Front Office Department ǰ�dƪ Unit 0ne Room Reservation�ͷ��AӆLesson 1 Types of Hotel Accommodations�ͷ��N�Lesson 2 An FIT Reservationɢ���AӆLesson 3 A Group Reservation �F�w�AӆLesson 4 Room Overbooking�ͷ����~�AӆLesson 5 Revising the Reservation ׃���Aӆ Unit Two Hotel Check-in�Ƶ���ס��ӛLesson 6 Working as a Receptionist��һ��ǰ�_�Ӵ��TLesson 7 Checking in Guests with Reservations�Aӆ������ס��ӛLesson 8 Checking in a Group �F���ס��ӛLesson 9 Checking in Walk—in Guests�o�Aӆ������ס��ӛLesson 10 Dealing with Check—in Disputes̎����ס��ӛ�m�� Unit Three Concierge Service�Y�e����Lesson 11 Hotel Facilities �Ƶ��OʩLesson 12 Bellboy Service����������Lesson 13 Running Errands for Guests������k��Lesson 14 Helping with Flight Booking��ӆ�CƱLesson 15 Hiring a Taxi��܇���� Unit Four Guest Service Center �e�ͷ�������Lesson 16 Working as a Telephone Operator��һ���Ԓ�Ӿ��TLesson 17 Making DND�O��“Ո���_”����Lesson 18 Making a Long—distance Call�ܴ��L;�ԒLesson 19 Making an In—house Phone Call�δ�Ȳ��ԒLesson 20 A Morning Wake—up Call ���ѷ��� Unit Five Handling Guest Complaints̎���e��Ͷ�VLesson 21 How to Deal with Complaints���̎��Ͷ�VLesson 22 Relocating Guests �Q���gLesson 23 Complaints about Food and Service��ʳƷ�����յ�Ͷ�VLesson 24 Handling Complaints about Laundry ̎��ϴ�·��յ�Ͷ�VLesson 25 Missing Valuables�F����Ʒ�zʧ Unit Six Checking Out�Y�~�x��Lesson 26 Working as a Cashier��һ�����y�TLesson 27 Paying Hotel Bill in Cash�F���~Lesson 28 Paying Hotel Bill by Credit Card���ÿ����~Lesson 29 Paying Hotel Bill with Traveler’S Checks����֧Ʊ���~Lesson 30 Mistakes on the Hotel Bill�~���e�`Housekeeping D �ͷ�ƪ Unit Seven Room Cleaning �ͷ����Lesson 31 The Hotel Guest Room�Ƶ�ͷ�Lesson 32 Postponing Room Cleaning���t�ͷ���߷���Lesson 33 Helping Guests with Special��������������Ŀ���Lesson 34 Turn—down Service �_ҹ������Lesson 35 An Improperly Cleaned Roomδ����߸Ƀ��ķ��g Unit Eight Laundry Serviceϴ�·���Lesson 36 The Laundry Listϴ�†�Lesson 37 Regular Laundry Service��Ҏϴ�·���Lesson 3 8 The Express Laundry Service��������Lesson 39 Misdirected Laundry��������e�`Lesson 40 Laundry Damage��ϴ�����ܓpUnit Nine Guests’Requests���˵�����Lesson 41 Being Friendly and Helpful�ѐ�����Lesson 42 Obtaining Items������ƷLesson 43 Internet���ؾWLesson 44 Meeting Requirements �M���������Lesson 45 Dealing with Emergencies̎��ͻ�l�¼�Unit Ten Repair and Maintenance Service�S�޷���Lesson 46 How May I Help You?���܎�����Lesson 47 The Toilet Won’t Work��ˮ�RͰ�І��}Lesson 48 A Problem with the Air—conditioner̎�����{���}Lesson 49 The Bathroom Floor Is Flooded�l���g������طeˮLesson 50 We Are Very Sorry�҂����Ǹ��Food&Beverage D ���ƪ Unit Eleven Restaurant Reservation&Welcoming Guests����Aӆ��ӭ�eLesson 5 l Greeting Guestsӭ�eLesson 52 Booking a Private Room�Aӆ����Lesson 53 Banquet Reservation����AӆLesson 54 Seating Guestsӭ�e����Lesson 55 Our Restaurant Is Full��λ�ѝM Unit Twelve At the Chinese Restaurant Ťҷ����Lesson 56 Chinese Cuisine�Ї���ϵLesson 57 Taking Orders�c��Lesson 58 Sichuan Cuisine ����Lesson 59 Misdirected Service ���e��Lesson 60 Signing the Bill��Unit Thirteen At the Western Restaurant �����͏dLesson 61 Working in F&B Department�ڲ������Lesson 62 Buffet Service ������Lesson 63 American Breakfast�Pʽ���Lesson 64 Dinner a la Carte���c����Lesson 65 One Bill or Separate Bills?�ֆ�߀�Ǻ�? Unit Fourteen At the Bar�ھư�Lesson 66 What Would You Like to Drink?������cʲôLesson 67 A Glass of Fresh Orange Juiceһ���r��֭Lesson 68 A Cup of Cappuccino�������Z����Lesson 69 Recommending Drinks ���]��ˮLesson 70 Trying Local BeerƷ�L����ơ�� Unit Fiheen Room Service�ͷ��Ͳͷ���Lesson 71 Room Service�ͷ��Ͳͷ���Lesson 72 Ordering Breakfast bv Phone �Ԓ�c��Lesson 73 A Fruit Platterˮ���PLesson 74 Room Service Delay�Ͳͷ������tLesson 75 A Birthday Party ���վە�Miscellaneous De �������Tƪ Unit Sixteen Business and Entertainment Services �̄ռ���������Lesson 76 At the Fitness Center�ڽ����㘷��Lesson 77 At the Swimming Pool����Ӿ��Lesson 78 At the Hotel Shop�ھƵ��̈�Lesson 79 At the Business Center���̄�����Lesson 80 Convention Service���h���ո�� Appendix 1 Exercise Keys������ Appendix 2 Tape Scripts�������