Chapter OneFront Desk Service
前 台 服 务
Unit OneCheckin
单元1入住登记
Service Conversation 1You Are Our Guests
Service Conversation 2Registering a Group That Has a Reservation
Unit TwoComplaints and on the Guests Request
单元2处理投诉和回应客人要求
Service Conversation 3Our Housemaid Will Bring Them to Your
Room Soon
Service Conversation 4We Do Apologize for the Inconvenience
Chapter TwoReservation Desk Service
客房预订部服务
Unit ThreeRoom Reservation
单元3客房预订
Service Conversation 5Accepting a Reservation
Service Conversation 6Recommending Other Hotels
Unit FourRevising the Reservation
单元4预订变更
Service Conversation 7Changing a Reservation
Service Conversation 8Canceling a Reservation for the Guest
Chapter ThreeConcierge Desk Service
礼宾部服务
Unit FiveLuggage Service
单元5行李服务
Service Conversation 9Welcome to the Great Wall Hotel
Service Conversation 10Is It Charged or Free
Unit SixCar Reservation Service
单元6车辆预订服务
Service Conversation 11Calling a Taxi at the Hotel Gate
Service Conversation 12Car Reservation at the Concierge Desk
Chapter FourCash Desk Service
收银台服务
Unit SevenForeign Currency Exchange
单元7外币兑换
Service Conversation 13Exchange US dollars into Chinese yuan
Service Conversation 14Changing at the Airport Exchange Office
Unit EightCheck Out
单元8结账退宿
Service Conversation 15Checking Out in Cash
Service Conversation 16Checking Out by Credit Card
Unit NineSolving Problems with the Bill
单元9解决账单问题
Service Conversation 17Explaining the Bill
Service Conversation 18Here Is the Money Youve Overpaid
Chapter FiveTelephone Desk Service
总 机 服 务
Unit TenTelephone Operator
单元10转接电话
Service Conversation 19Outgoing Calls
Service Conversation 20Incoming Calls
Unit ElevenOther Service
单元11其他服务
Service Conversation 21The Wakeup Call
Service Conversation 22Leaving the Message
Chapter SixHousekeeping Service
客 房 服 务
Unit TwelveChamber Service
单元12客房服务
Service Conversation 23May I Do the Room Now
Service Conversation 24What Time Would You Like Me to Come Back
Unit ThirteenRoom Service
单元13客房送餐服务
Service Conversation 25Your Order Will Arrive in 15 Minutes
Service Conversation 26Here Is Your Chinese Breakfast
Unit FourteenMaintenance Service
单元14维修服务
Service Conversation 27The Repairman Will Come to Your Room Soon
Service Conversation 28Repairing the Facilities in the Bathroom
Chapter SevenRestaurant Service
餐 厅 服 务
Unit FifteenTable Reservation
单元15餐厅预订
Service Conversation 29Reserving a Table on Valentines Day
Service Conversation 30Book a Table by the Window
Unit SixteenGreeting the Guests
单元16餐厅迎客服务
Service Conversation 31Arranging One Table for the Nonreserved Guest
Service Conversation 32Arranging One Table for the Reserved Guest
Unit SeventeenTaking Orders
单元17点菜服务
Service Conversation 33Can You Recommend Some Chinese Food
Service Conversation 34The Chinese Cuisine Is Divided into Eight Styles
Unit EighteenService During the Meal
单元18上菜服务与席间服务
Service Conversation 35Serving the Guest During the Meal
Unit NineteenSetting Accounts
单元19结账
Service Conversation 36I Forgot to Bring My Wallet with Me
Service Conversation 37Do You Accept Credit Cards
Chapter EightBar Service
酒 吧 服 务
Unit TwentyGeneral Service
单元20常规服务
Service Conversation 38Serving Drinks
Unit TwentyoneDealing with Complaints and a Drunken Guest
单元21处理投诉和醉酒客人
Service Conversation 39I Am Not Happy with the Steak
Service Conversation 40A Drunken Guest
Chapter NineBusiness Center Service（Ⅰ）
商务中心服务（一）
Unit TwentytwoSecretarial Service
单元22文秘服务
Service Conversation 41Having the Meeting Material Copied
Service Conversation 42Typing of the Material
Unit TwentythreeFax Sending and Receiving
单元23收发传真服务
Service Conversation 43Receiving a Fax
Service Conversation 44Sending a Fax
Chapter TenBusiness Center Service（Ⅱ）
商务中心服务（二）
Unit TwentyfourTicket Booking
单元24票务服务
Service Conversation 45Booking a Train Ticket
Service Conversation 46Booking an Air Ticket
Unit TwentyfiveConcierge Service
单元25委托代办服务
Service Conversation 47Renting Equipment
Service Conversation 48Postal Expressing
Chapter ElevenHealth & Recreation Center Service
康体中心服务
Unit TwentysixBody Care Service
单元26康体服务
Service Conversation 49Serving Basketball
Service Conversation 50Serving Bowling
Unit TwentysevenBathing Service
单元27洗浴服务
Service Conversation 51Serving Sauna
Service Conversation 52Serving Swimming
Unit TwentyeightEntertaining Service
单元28娱乐服务
Service Conversation 53Serving Ballroom
Service Conversation 54Serving Net Bar
Chapter TwelveConvention & Exhibition Center Service
会展中心服务
Unit TwentynineConvention Service
单元29会议服务
Service Conversation 55Reserving the Conference on the Phone
Service Conversation 56Discussing the Service Details
Unit ThirtyExhibition Service
单元30展览服务
Service Conversation 57Reserving an Exhibition
Service Conversation 58Were in an Urgent Need for Your Help
Chapter ThirteenShopping Service
商场部服务
Unit ThirtyoneRecommending the Article for the Guest
单元31为客人推荐商品
Service Conversation 59Shopping at the Jewelry and Crafts Shop
Service Conversation 60Shopping at the Textile and Knitwear Shop
Unit ThirtytwoDisplaying the Articles for the Customer to Choose
单元32展示商品供客人挑选
Service Conversation 61Shopping at the Chinese Arts and
Stationery Shop
Service Conversation 62Shopping at the Chinese Tea Counter
Chapter FourteenOther Service
其 他 服 务
Unit ThirtythreeLost and Found Service
单元33失物招领服务
Service Conversation 63Dont Worry, Sir
Service Conversation 64Claiming My Ring
Unit ThirtyfourDepositing Service
单元34寄存服务
Service Conversation 65Luggage Depositing
Service Conversation 66SafeDeposit Box
Unit ThirtyfiveTourism Service
单元35旅游信息服务
Service Conversation 67Showing the Way
Service Conversation 68Booking a Tour
Unit ThirtysixBabysitting Service
单元36托婴服务
Service Conversation 69Babysitting Service
Key to the Exercises
练习答案
参考文献
