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Model One Front Office£¨1£© Unit 1 Room Reservation Scene 1 Making an FIT Reservation Scene 2 Making a Group Reservation Scene 3 Changing and Canceling a Reservation Task Practice Unit 2 Check-in Service Scene 1 Checking in a Guest with a Reservation Scene 2 Checking in a Walk-in Guest£¨without reservation£© Scene 3 Checking in a Group Task Practice Unit 3 Extending the Stay and Changing the Room Scene 1 Extending the Stay Scene 2 Changing Rooms Task Practice Model Two Front Office£¨2£© Unit 4 Dealing with a Complaint Scene 1 Meeting and Dealing with the Guest's Complaint Scene 2 Handing Problems and Complaints Scene 3 Handling a Complaint about Luggage Task Practice Unit 5 Exchanging Foreign Currencies Scene 1 Changing RMB to Foreign Currency Scene 2 Changing Foreign Currency to RMB Task Practice Unit 6 Check out Service Scene 1 Checking Out by Credit Card Scene 2 Checking Out in Cash Scene 3 Checking Out by Traveler¬ðs Check Task Practice Model Three Concierge office Unit 7 Accompanying the Guest Scene 1 Accompanying the Guest to the Front Desk Scene 2 Accompanying the Guest to the Room Task Practice Unit 8 Introducing the Facilities and Services Scene Introducing the Facilities and Services Task Practice Unit 9 Other Concierge Services Scene 1 Receiving a Guest at the Airport Scene 2 Calling a Taxi for the Guest Scene 3 Luggage and Valuables Deposit Service Task Practice Model Four Business Center Unit 10 Secretarial Service Scene 1 Typing Service Scene 2 Photocopying Service Scene 3 Fax Sending and Receiving Service Scene 4 Conference Service Task Practice Unit 11 Ticket Booking Service Scene Air Ticket or Train Ticket Booking Task Practice Unit 12 Entrusted Service Scene 1 Express Mail Service Scene 2 Equipment Renting Service Task Practice Model Five Operator Unit 13 Telephone Operator Scene 1 Making Calls Scene 2 Connecting Incoming and Outgoing Calls Scene 3 Connecting Room to Room Calls Scene 4 Wake-up Call Service Scene 5 Leaving Message Service Task Practice Model Six Food and Beverage Unit 14 Table Reservation Scene 1 Booking a Table Scene 2 Booking a Private Room Scene 3 Reserving the Banquets Task Practice Unit 15 Serving in the Restaurant Scene 1 Serving Breakfast Scene 2 Serving the Buffet Scene 3 F&B Service in Chinese Style 117 Scene 4 F&B Service in Western Style Task Practice Unit 16 Bar Service Scene 1 Leading in the Guest Scene 2 Taking Orders and Serving Wines Scene 3 Paying the Bill Scene 4 Communicating with the Guest Scene 5 Handling Complaints Task Practice Model Seven Housekeeping Unit 17 Cleaning the Room Scene 1 Clean the Room Now Scene 2 Clean the Room Later Task Practice Unit 18 Turn-down Service and Extending a Bed Service Scene 1 Turn-down Service Scene 2 Extending a Bed Service Task Practice Unit 19 Laundry Service Scene 1 Providing Laundry Service Scene 2 Sending the Laundry back to the Guests Scene 3 Sending the Wrong Laundry to the Guests Task Practice Unit 20 Room Service Scene 1 Booking the Room Service by Telephone Scene 2 Sending Breakfast to the Guest's Room Task Practice Unit 21 Maintenance Service Scene 1 Complaining about the Bathroom Problem Scene 2 Repairing the Bathroom Facilities Task Practice Unit 22 Other Housekeeping Services Scene Showing How to Use the Room Safe Task Practice Model Eight Exhibition and Convention Unit 23 Exhibition Service Scene 1 Reserving an Exhibition Scene 2 Setting up an Exhibition Task Practice Unit 24 Convention Service Scene 1 Reserving a Conference Scene 2 Registering for Conference Task Practice Model Nine Health and Recreation Unit 25 Fitness and Beauty Service Scene 1 Swimming Pool Scene 2 Sauna Room Scene 3 Beauty Service Task Practice Unit 26 Entertainment Service Scene KTV Bar Task Practice Model Ten Other Services Unit 27 Lost and Found Service Scene 1 Reporting the Lost Property Scene 2 Claiming the Lost Property Scene 3 Mailing the Lost Property Task Practice Unit 28 Introducing Tourism Information Scene 1 Recommending Tourism Spots Scene 2 Showing the Way Task Practice ÌýÁ¦ÑµÁ· ¸½Â¼ Ò»¡¢¾Æµê³£ÓÃÊý×ÖÖÐÓ¢ÎĶÔÕÕ ¶þ¡¢¼¾½ÚÖÐÓ¢ÎĶÔÕÕ Èý¡¢Ô·ÝÖÐÓ¢ÎĶÔÕÕ ËÄ¡¢ÐÇÆÚÖÐÓ¢ÎĶÔÕÕ Îå¡¢¾Æµê³£ÓÃʱ¼äÖÐÓ¢ÎĶÔÕÕ Áù¡¢Ö÷ÒªÍâ»ãÃû³Æ¼°Ëõд Æß¡¢General Expressions£¨»ù±¾½»¼ÊÓÃÓ °Ë¡¢Hotel Organizations and Positions£¨¾Æµê×éÖ¯½á¹¹Óë¾Æµêְ룩 ¾Å¡¢Hotel English Terms£¨¾ÆµêÊõÓï±í£© Ê®¡¢Chinese Food Menu£¨ÖÐʽ²Ëµ¥£© ʮһ¡¢Western Food Menu£¨Î÷ʽ²Ëµ¥£© Ê®¶þ¡¢Wine List£¨¾Æµ¥£© Ê®Èý¡¢Drink List£¨ÒûÁϵ¥£© ²Î¿¼ÎÄÏ×