目录

●Introduction A Hotels and Their Classifications  1
Introduction B Hotel Departments  4
Unit 1 Room Reservation  6
Unit 2 Check In   17
Unit 3 Bell Service  26
Unit 4 Check Out  36
Unit 5 Regular Service in Guest Room 44
Unit 6 Laundry Service  51
Unit 7 Room Service 60
Unit 8 Accepting Reservations and Seating Guests  70
Unit 9 Ordering Food 79
Unit 10 Beverage Service  89
Unit 11 Health Club 95
Unit 12 Dealing with a Complaint 102
Appendix A Hotel Departments and Positions 110
Appendix B National Nouns and Adjectives 112
Appendix C Vocabulary  113
参考文献 119