chapter one brief introduction of a hotel(�Ƶ꺆��)
chapter two front desk(ǰ�d��)
unit one room reservations(�ͷ��Aӆ)
unit two check-in(ס�޵�ӛ)
unit three concierg(�Y�e����)
unit four check-out(�x��Y��)
chapter one brief introduction of a hotel(�Ƶ꺆��)
chapter two front desk(ǰ�d��)
unit one room reservations(�ͷ��Aӆ)
unit two check-in(ס�޵�ӛ)
unit three concierg(�Y�e����)
unit four check-out(�x��Y��)
chapter three housekeeping(�ͷ���)
unit one chamber service(�ͷ�����)
unit two laundry service(ϴ�·���)
unit three room service(�ͷ��Ͳͷ���)
unit four miscellaneous services(��������)
chapter four food & beverage(���)
unit one reserving a table(ӆ��)
unit two taking orders(�c��)
unit three serving food(�ϲ�)
unit four ways of payment(���ʽ)
chapter five auxiliary services(�o������)
unit one business service(�̄շ���)
unit two meeting & exhibition service(��չ����)
unit three sports and recreation service(�\���c���e����)
unit four tourism service(�����)
unit five complaints handling(Ͷ�V̎��)
appendix(���)
appendix a suggested answers(������)
appendix b listening script( ��ԭ��)
appendix c hotel facilities and prompt identification
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reference(�����īI)