Project One Front Office Department
Task 1 Room Reservation
Ⅰ Warming-up
Ⅱ An FIT Reservation
Ⅲ A Group Reservation
Ⅳ A Room Overbooking
Ⅴ Revising the Reservation
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 Check-in
Ⅰ Warming-up
Ⅱ Checking in Guests with Reservations
Ⅲ Checking in Walk-in Guests
Ⅳ Checking in a Group
Ⅴ Currency Exchange
Ⅵ Assignment
Ⅶ Useful Expressions
Task 3 Concierge
Ⅰ Warming-up
Ⅱ Bellboy Service
Ⅲ Running Errands for Guests
Ⅳ Helping with Flight Booking
Ⅴ Hiring a Taxi
Ⅵ Assignment
Ⅶ Useful Expressions
Task 4 Guest Service Center
Ⅰ Warming-up
Ⅱ Taking a Message for the Guest
Ⅲ Making a Long-distance Call
Ⅳ A Wake-up Call
Ⅴ Making DND
Ⅵ Assignment
Ⅶ Useful Expressions

Project Two Housekeeping Department
Task 1 Room Cleaning
Ⅰ Warming-up
Ⅱ Making up Rooms
Ⅲ Helping Guests with Special Requests
Ⅳ Turn-down Service
Ⅴ Cleaning Room Properly
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 Laundry Service
Ⅰ Warming-up
Ⅱ Regular Laundry Service
Ⅲ The Express Laundry Service
Ⅳ Explaining Laundry Service
Ⅴ Laundry Damage and Loss
Ⅵ Assignment
Ⅶ Common Expressions for Laundry Service

Project Three Food & Beverage
Task 1 Restaurant Reservation & Welcoming Guests
Ⅰ Warming-up
Ⅱ Booking a Private Room
Ⅲ Banquet Reservation
Ⅳ Seating Guests
Ⅴ Bidding Farewell
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 At the Chinese Restaurant
Ⅰ Warming-up
Ⅱ Taking Orders
Ⅲ Chinese Cuisine
Ⅳ Misdirected Service
Ⅴ Signing the Bill
Ⅵ Assignment
Ⅶ Useful Expressions
Task 3 At the Western Restaurant
Ⅰ Warming-up
Ⅱ Buffet Service
Ⅲ Continental or American Breakfast
Ⅳ Ordering Western Food
Ⅴ Paying the Bill
Ⅵ Assignment
Ⅶ Useful Expressions
Task 4 At the Bar
Ⅰ Warming-up
Ⅱ What Would You Like to Drink?
Ⅲ Taking Orders
Ⅳ Recommending Drinks
Ⅴ Drink List
Ⅵ Assignment
Ⅶ Useful Expressions
Task 5 Room Service
Ⅰ Warming-up
Ⅱ Room Service
Ⅲ Taking Telephone Orders
Ⅳ Room Service Delivery
Ⅴ Special Ordering
Ⅵ Assignment
Ⅶ Useful Expressions

Project Four Business and Entertainment Services
Task 1 Health and Recreation Service
Ⅰ Warming-up
Ⅱ At the Fitness Center
Ⅲ At the Swimming Pool
Ⅳ At the Spa
Ⅴ At the Beauty Salon
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 The Shopping Arcade
Ⅰ Warming-up
Ⅱ At the Men‘ s Clothing Shop
Ⅲ At the Ladies’ Clothing Shop
Ⅳ At the Souvenir Shop
Ⅴ Returning a Defective Item
Ⅵ Assignment
Ⅶ Useful Expressions
Task 3 Business Service
Ⅰ Warming-up
Ⅱ At the Business Center
Ⅲ Reserving the Conference
Ⅳ Discussing with the Conference Planner
Ⅴ Signing the Conference Contract
Ⅵ Assignment
Ⅶ Useful Expressions

Project Five Handling Guests‘ Complaint and Checking out
Task 1 Handling Guests’ Complaint
Ⅰ Warming-up
Ⅱ A Complaint about the Reception
Ⅲ A Complaint about the Indoor Facilities
Ⅳ A Complaint about Service Quality
Ⅴ A Complaint about Unexpected Cases
Ⅵ Assignment
Ⅶ Common Expressions for Room Cleaning Service
Task 2 Check-out
Ⅰ Warming-up
Ⅱ Checking out FIT
Ⅲ Handling Disputed Items
IV Checking out VIP
Ⅴ Checking out Group Guests
Ⅵ Assignment
Ⅶ Useful Expressions

APPENDIX Ⅰ AUDIO & VIDEO SCRIPTS
APPENDIX Ⅱ EXERCISE KEYS