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Part one Courtesy English
Unit 1 Introduction
Unit 2 Greetings
Unit 3 Parting
Unit 4 Requests £¨Thanks£© and Responses
Unit 5 Asking the way

Part two The Front Office
Unit 1 Room Reservations
Unit 2 Check In
Unit 3 Information Desk
Unit 4 Bell Service
Unit 5 The Front Cashier

Part three Housekeeping Department
Unit 1 Guiding Guests To Their Rooms
Unit 2 Make-up Service
Unit 3 Providing Service For Guests
Unit 4 Wake-up Call Service
Unit 5 Laundry Service

Part four Food and Beverage Service
Unit 1 Restaurant Reservations
Unit 2 Taking Orders
Unit 3 Breakfast
Unit 4 At a Chinese Restaurant
Unit 5 Buffet and Room Service

Part five Tending At The Bar
Unit 1 Serving Cocktails
Unit 2 Ordering Wines
Unit 3 Public Relations
Unit 4 Training The Bar Waiters

Part six Dealing With The Complaints
Unit 1 Complaining About The Restaurants
Unit 2 Complaining About The Housekeeping
Unit 3 Complaining About Other Services

Part seven Other Services
Unit 1 Shopping Center
Unit 2 Business Center
Unit 3 Sports Activities
Unit 4 Recreation

Appendices
¢ñ£®Hotel Organization Chart £¨·¹µê»ú¹¹±í£©
¢ò£®Useful Words & Expressions for Restaurant
¢ó£®Useful Words & Expressions for Bar Service£¨³£ÓôʻãºÍ¾ä×Ó£©

Reference