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Part One General English for Hotel Service
Module I Courtesy Words
Section 1 Welcoming and Greeting
Section 2 Saying Thanks
Section 3 Saying Sorry
Section 4 Asking for Opinions
Section 5 Reminding and Farewell
Section 6 Wishing and Blessing
Section 7 Giving Directions
Module II Departments and Positions in a Hotel
Section 1 Departments in a Hotel
Section 2 Positions in a Hotel
Section 3 Abbreviations in a Hotel
Module III Everyday Expressions
Section 1 Numbers £º
Section 2 Seasons and Weather
Section 3 Months and Week
Section 4 Time

Part Two Professional English for Hotel Service
Module I Front Office
Task 1 Room Reservation
Task 2 Check-in Service
Task 3 Concierge Service
Task 4 Information Service
Task 5 Operator Service
Task 6 Cashier and Check-out Service
Task 7 Dealing with Complaints
Module II The Housekeeping Department
Task 1 Guiding Guests to Their Rooms
Task 2 Room Cleaning/Chamber Service
Task 3 Laundry Service
Task 4 Problems and Maintenance Service
Task 5 Miscellaneous Services £¨1£©
Task 6 Miscellaneous Services £¨2£©
Task 7 Dealing with Emergency
Module III Food and Beverage Service
Task 1 Food and Beverage Reservation
Task 2 Reception Service
Task 3 Taking Orders Service
Task 4 Food Service
Task 5 Beverage Service
Task 6 Payment
Module IV Health and Recreation Club
Task 1 Physical Fitness Service
Task 2 Health Service
Task 3 Beauty Service
Task 4 Recreation Service
Module V Hotel Business Center
Task 1 Meetings Service
Task 2 Ticketing Service
Task 3 Fax£¬ Typing and Photocopying Services
Task 4 Mail Service