Part 1 Reception Courtesy
接待禮儀篇

Unit 1 Greetings & Introductions問候與介紹003
Unit 2 Thanks & Apologies致謝與道歉009
Unit 3 Farewells告別016


Part 2 Hotel Service
酒店服務(wù)篇

Unit 4 Room Reservation客房預訂025
Unit 5 Concierge Service禮賓服務(wù)031
Unit 6 Checking In入住登記037
Unit 7 Chamber Service客房服務(wù)045
Unit 8 Taking Orders點菜051
Unit 9 Paying Bills in the Restaurant餐廳結(jié)賬057
Unit 10 Room Service客房送餐服務(wù)063
Unit 11 Recreation & Fitness Center康樂中心070
Unit 12 Tickets Service票務(wù)服務(wù)077
Unit 13 Business Center商務(wù)中心084
Unit 14 Conference Service會議服務(wù)090
Unit 15 Dealing with Complaints處理投訴096
Unit 16 Checking Out結(jié)賬離店103
Part 3 Tour Guide Service
導游服務(wù)篇

Unit 17 On the Plane在飛機上113
Unit 18 At the Customs在海關(guān)120
Unit 19 Meeting Guests at the Airport接機127
Unit 20 On the Way to the Hotel去酒店133
Unit 21 Helping Tourists Check In幫助入住酒店139
Unit 22 Sightseeing (I)景點參觀（1）145
Unit 23 Sightseeing (II)景點參觀（2）151
Unit 24 Shopping購物157
Unit 25 Handling Problems and Emergencies處理突發(fā)事件163
Unit 26 Farewell at the Airport機場道別169