Part 1 Watching and Speakingҕ���f
Unit 1 General Information about the Hotel�Ƶ������r
Unit 2 Banquet Service�������
Unit 3 Room Service�Ͳͷ���
Unit 4 Guests��Complaints���˱�Թ
Unit 5 Accepting Complaints����Ͷ�V
Unit 6 Dealing with Complaints������Թ

Part 2 Listening ��
Unit 7 Room Reservation�ͷ��Aӆ
Unit 8 Change Reservation�����Aӆ
Unit 9 Cancel Reservationȡ���Aӆ
Unit 10 Group Reservation�F��Aӆ
Unit 11 Welcoming Guestsӭ�e
Unit 12 Baggage Service�������
Unit 13 At the Cloakroom�ڼĴ�̎
Unit 14 Introducing the Hotel Service��B�Ƶ����
Unit 15 Reception��Check in�Ӵ�����ס��ӛ
Unit 16 Foreign Currency Exchange����Q
Unit 17 Check out�Y�~�˷�
Unit 18 Complaints at Front Officeǰ�_Ͷ�V
Unit 19 Telephone Etiquette�Ԓ�Y�x
Unit 20 Wake-up Service���ѷ���
Unit 21 Phone Transferring�D���Ԓ����
Unit 22 Paging a Guest��������
Unit 23 International and Domestic Long��Distance Calls�ܴ���H�����L;
Unit 24 Room Cleaning�������g
Unit 25 Tum-Down Service����������
Unit 26 Laundry Serviceϴ�·���
Unit 27 Complaints at Housekeeping Department�ͷ�Ͷ�V
Unit 28 Printing&Copying Service and Using the Internet��ӡ����ӡ���պ�ʹ�þW�j
Unit 29 Sending��Receiving Faxes�l�������Ղ���
Unit 30 Booking and Tourism�Aӆ������
Unit 31 At a Chinese Restaurant���в͏d
Unit 32 At a Western Restaurant�����͏d
Unit 33 At the Cafe�ڿ��ȏd
Unit 34 Shoppingُ��
Unit 35 Recreation Center�ʘ�����
Unit 36 Beauty Salon����
Unit 37 Hair Salon���l

Appendix���
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