Part 1 Watching and Speaking视和说
　Unit 1 General Information about the Hotel酒店基本情况
　Unit 2 Banquet Service宴会服务
　Unit 3 Room Service送餐服务
　Unit 4 Guests’Complaints客人抱怨
　Unit 5 Accepting Complaints接受投诉
　Unit 6 Dealing with Complaints应对抱怨
Part 2 Listening听力
　Unit 7 Room Reservation客房预订
　Unit 8 Change Reservation更改预订
　Unit 9 Cancel Reservation取消预订
　Unit 10 Group Reservation团队预订
　Unit 11 Welcoming Guests迎宾
　Unit 12 Baggage Service行李服务
　Unit 13 At the Cloakroom在寄存处
　Unit 14 Introducing the Hotel Service介绍酒店服务
　Unit 15 Reception／Check in接待／入住登记
　Unit 16 Foreign Currency Exchange外币兑换
　Unit 17 Check out结账退房
　Unit 18 Complaints at Front Office前台投诉
　Unit 19 Telephone Etiquette电话礼仪
　Unit 20 Wake-up Service叫醒服务
　Unit 21 Phone Transferring转接电话服务
　Unit 22 Paging a Guest传呼客人
　Unit 23 International and Domestic Long—Distance Calls拨打国际国内长途
　Unit 24 Room Cleaning清理房间
　Unit 25 Tum-Down Service做晚床服务
　Unit 26 Laundry Service洗衣服务
　Unit 27 Complaints at Housekeeping Department客房投诉
　Unit 28 Printing&Copying Service and Using the Internet打印、复印服务和使用网络
　Unit 29 Sending＆Receiving Faxes发送、接收传真
　Unit 30 Booking and Tourism预订和旅游
　Unit 31 At a Chinese Restaurant在中餐厅
　Unit 32 At a Western Restaurant在西餐厅
　Unit 33 At the Cafe在咖啡厅
　Unit 34 Shopping购物
　Unit 35 Recreation Center娱乐中心
　Unit 36 Beauty Salon美容
　Unit 37 Hair Salon美发
Appendix附录
参考文献