Part l At the Front Desk

Lesson 1 Making a Reservation(Ⅰ)

Lesson 2 Making a Reservation(Ⅱ)

Lesson 3 At the Airport

Lesson 4 Reception

Lesson 5 Bell Service

Lesson 6 Information Desk

Lesson 7 Room Keys and Strongbox Service

Lesson 8 Room Cleaning

Part Ⅱ Housekeeping Service

Lesson 9 Solving the Problems of the Guests

Lesson 10 Mail Service

Lesson 11 Dealing with Complaints of the Guests

Lesson 12 Laundry Service(Ⅰ)

Lesson 13 Laundry Service(Ⅱ)

Lesson 14 Asking for Compensation

Lesson 15 Lost and Found

Lesson 16 Currency Exchange

Lesson 17 Helping the Guest Solve Problems

Lesson 18 Special Service

Lesson 19 Incoming Calls(Ⅰ)

Part Ⅲ Telephone Keyboard

Lesson 20 Incoming Calls(Ⅱ)

Lesson 21 Outgoing Calls

Part Ⅳ Food and Beverage Service

Lesson 22 Booking Service

Lesson 23 Serving the Guest

Lesson 24 Taking the Order

Lesson 25 Introducing and Recommending the Dishes

Lesson 26 Serving the Guest

Lesson 27 Reservation of Meals

Lesson 28 Sending Food to the Guest's Room

Lesson 29 Clearing up Misunderstandings

Lesson 30 Paying the Bill

PartⅤ In the Shopping Centre

Lesson 31 Buying Valuables

Lesson 32 Buying Clothing

Lesson 33 Promotion ofCommodities

Part Ⅵ In the Recreation Centre

Lesson 34 Indoors Spots

Lesson 35 Swimming and Bathing

Lesson 36 In the Beauty Salon

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