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