CONTENTS Ŀ � Part One English Skills Training for Front Office Services Module 1 Reservation003 Task 1 Phone Call Reservation006 Task 2 Face-to-face Reservation 012 Task 3 Group Reservation017 Task 4 Changing Reservation 022 Module 2 Front Desk ( I )029 Task 1 Checking in with Reservation032 Task 2 Checking in without Reservation037 Task 3 Late Checking in044 Module 3 Front Desk (II)052 Task 1 Complaint of Slow Delivery054 Task 2 Complaint of Noisy Room058 Task 3 Suggestion and Showing Way 062 Module 4 Concierge 069 Task 1 Introduction of Hotel Services and Facilities071 Task 2 Baggage Service076 Module 5 Telephone Desk085 Task 1 Taking a Message087 Task 2 Wake-up Call Service092 Task 3 Ticket Booking Service096 Module 6 Checking out104 Task 1 Checking out106 Task 2 Complaint about the Bill111 Task 3 Money Exchange115 Part Two English Skills Training for Food and Beverage Services Module 1 Sales and Marketing 123 Task Receiving Table Bookings 125 Module 2 Restaurant (��)131 Task 1 Seating Guests133 Task 2 Taking Chinese Food Orders137 Task 3 Taking Western Food Orders142 Module 3 Restaurant (��)150 Task 1 Serving Dishes152 Task 2 Serving Wine156 Module 4 Settling Bill Problems162 Task 1 Payment Methods 164 Task 2 Settling Bill Problem168 Module 5 Bar175 Task 1 Taking Cocktail Orders 177 Task 2 Taking Soft Drink Orders182 Module 6 Room Service188 Task 1 Taking Room Service Orders 192 Task 2 Delivering Food197 Part Three English Skills Training for Housekeeping Services Module 1 The Service of Housekeeper206 Task Cleaning the Public Areas208 Module 2 Room Turn Down Services213 Task Turn Down Service215 Module 3 Housekeeping Services220 Task 1 Escorting the Guest to the Guestroom222 Task 2 Collecting and Returning the Laundry226 Task 3 Explaining the Laundry Service 231 Task 4 Baby-Sitting Service235 Task 5 Extra Bed Service239 Task 6 Emergency Preparedness243 Module 4 Room Cleaning249 Task 1 Facilities for the Handicapped251 Task 2 Occupied Guest Room Cleaning255 Module 5 Guest Room Maintenance260 Task Problems of Room Facilities262 Module 6 Handling Complaints269 Task 1 Noise from Refrigerator271 Task 2 Handling the Complaint of a Rude Room Attendant274 Task 3 Handling the Complaint of Dirty Tap Water278