Model One Front Office（1）
Unit 1 Room Reservation
Scene 1 Making an FIT Reservation
Scene 2 Making a Group Reservation
Scene 3 Changing and Canceling a Reservation
Task Practice
Unit 2 Check-in Service
Scene 1 Checking in a Guest with a Reservation
Scene 2 Checking in a Walk-in Guest（without reservation）
Scene 3 Checking in a Group
Task Practice
Unit 3 Extending the Stay and Changing the Room
Scene 1 Extending the Stay
Scene 2 Changing Rooms
Task Practice

Model Two Front Office（2）
Unit 4 Dealing with a Complaint
Scene 1 Meeting and Dealing with the Guest’s Complaint
Scene 2 Handing Problems and Complaints
Scene 3 Handling a Complaint about Luggage
Task Practice
Unit 5 Exchanging Foreign Currencies
Scene 1 Changing RMB to Foreign Currency
Scene 2 Changing Foreign Currency to RMB
Task Practice
Unit 6 Check out Service
Scene 1 Checking Out by Credit Card
Scene 2 Checking Out in Cash
Scene 3 Checking Out by Travelers Check
Task Practice

Model Three Concierge office
Unit 7 Accompanying the Guest
Scene 1 Accompanying the Guest to the Front Desk
Scene 2 Accompanying the Guest to the Room
Task Practice
Unit 8 Introducing the Facilities and Services
Scene Introducing the Facilities and Services
Task Practice
Unit 9 Other Concierge Services
Scene 1 Receiving a Guest at the Airport
Scene 2 Calling a Taxi for the Guest
Scene 3 Luggage and Valuables Deposit Service
Task Practice

Model Four Business Center
Unit 10 Secretarial Service
Scene 1 Typing Service
Scene 2 Photocopying Service
Scene 3 Fax Sending and Receiving Service
Scene 4 Conference Service
Task Practice
Unit 11 Ticket Booking Service
Scene Air Ticket or Train Ticket Booking
Task Practice
Unit 12 Entrusted Service
Scene 1 Express Mail Service
Scene 2 Equipment Renting Service
Task Practice

Model Five Operator
Unit 13 Telephone Operator
Scene 1 Making Calls
Scene 2 Connecting Incoming and Outgoing Calls
Scene 3 Connecting Room to Room Calls
Scene 4 Wake-up Call Service
Scene 5 Leaving Message Service
Task Practice

Model Six Food and Beverage
Unit 14 Table Reservation
Scene 1 Booking a Table
Scene 2 Booking a Private Room
Scene 3 Reserving the Banquets
Task Practice
Unit 15 Serving in the Restaurant
Scene 1 Serving Breakfast
Scene 2 Serving the Buffet
Scene 3 F&B Service in Chinese Style 117
Scene 4 F&B Service in Western Style
Task Practice
Unit 16 Bar Service
Scene 1 Leading in the Guest
Scene 2 Taking Orders and Serving Wines
Scene 3 Paying the Bill
Scene 4 Communicating with the Guest
Scene 5 Handling Complaints
Task Practice

Model Seven Housekeeping
Unit 17 Cleaning the Room
Scene 1 Clean the Room Now
Scene 2 Clean the Room Later
Task Practice
Unit 18 Turn-down Service and Extending a Bed Service
Scene 1 Turn-down Service
Scene 2 Extending a Bed Service
Task Practice
Unit 19 Laundry Service
Scene 1 Providing Laundry Service
Scene 2 Sending the Laundry back to the Guests
Scene 3 Sending the Wrong Laundry to the Guests
Task Practice
Unit 20 Room Service
Scene 1 Booking the Room Service by Telephone
Scene 2 Sending Breakfast to the Guest’s Room
Task Practice
Unit 21 Maintenance Service
Scene 1 Complaining about the Bathroom Problem
Scene 2 Repairing the Bathroom Facilities
Task Practice
Unit 22 Other Housekeeping Services
Scene Showing How to Use the Room Safe
Task Practice

Model Eight Exhibition and Convention
Unit 23 Exhibition Service
Scene 1 Reserving an Exhibition
Scene 2 Setting up an Exhibition
Task Practice
Unit 24 Convention Service
Scene 1 Reserving a Conference
Scene 2 Registering for Conference
Task Practice

Model Nine Health and Recreation
Unit 25 Fitness and Beauty Service
Scene 1 Swimming Pool
Scene 2 Sauna Room
Scene 3 Beauty Service
Task Practice
Unit 26 Entertainment Service
Scene KTV Bar
Task Practice

Model Ten Other Services
Unit 27 Lost and Found Service
Scene 1 Reporting the Lost Property
Scene 2 Claiming the Lost Property
Scene 3 Mailing the Lost Property
Task Practice
Unit 28 Introducing Tourism Information
Scene 1 Recommending Tourism Spots
Scene 2 Showing the Way
Task Practice

听力训练
附录
一、酒店常用数字中英文对照
二、季节中英文对照
三、月份中英文对照
四、星期中英文对照
五、酒店常用时间中英文对照
六、主要外汇名称及缩写
七、General Expressions（基本交际用语）
八、Hotel Organizations and Positions（酒店组织结构与酒店职位）
九、Hotel English Terms（酒店术语表）
十、Chinese Food Menu（中式菜单）
十一、Western Food Menu（西式菜单）
十二、Wine List（酒单）
十三、Drink List（饮料单）

参考文献