前言
Chapter One Brief Introduction of a Hotel(酒店简介)1
Chapter Two Front Desk(前厅部)11
Unit One Room Reservations(客房预订)12
Unit Two Check-in(住宿登记)19
Unit Three Concierg(礼宾服务)25
Unit Four Check-out(离店结帐)32
Chapter Three Housekeeping(客房部)39
Unit One Chamber Service(客房服务)40
Unit Two Laundry Service(洗衣服务)46
Unit Three Room Service(客房送餐服务)52
Unit Four Miscellaneous Services(其他服务)59
Chapter Four Food & Beverage(餐饮部)67
Unit One Reserving a Table(订座)68
Unit Two Taking Orders(点餐)73
Unit Three Serving Food(上菜)79
Unit Four Ways of Payment(付款方式)87
Chapter Five Auxiliary Services(辅助服务)93
Unit One Business Service(商务服务)94
Unit Two Meeting & Exhibition Service(会展服务)99
Unit Three Sports and Recreation Service(运动与休闲服务)105
Unit Four Tourism Service(旅游服务)111
Unit Five Complaints Handling(投诉处理)116
Appendix(附录)123
Appendix A Suggested Answers(参考答案)123
Appendix B Listening Script(听力原文)183
Appendix C Hotel Facilities and Prompt Identification
(酒店功能设施及提示标示图)237
Reference(参考文献)240
