Chapter One 前台服务 3
单元1入住登记 3
Service Conversation 1 You Are Our Guests 5
Service Conversation 2 Registering a Group That Has a Reservation 6
单元2处理投诉和回应客人要求 11
Service Conversation 3 Our Housemaid Will Bring Them to YourRoom Soon 12
Service Conversation 4 We Do Apologize for the Inconvenience 13
Chapter Two 客房预订部服务 19
单元3客房预订 19
Service Conversation 5 Accepting a Reservation 21
Service Conversation 6 Recommending Other Hotels 22
单元4预订变更 26
Service Conversation 7 Changing a Reservation 28
Service Conversation 8 Canceling a Reservation for the Guest 29
Chapter Three 礼宾部服务 35
单元5行李服务 35
Service Conversation 9 Welcome to the Great Wall Hotel 37
Service Conversation 10 Is It Charged or Free 38
单元6车辆预订服务 42
Service Conversation 11 Calling a Taxi at the Hotel Gate 43
Service Conversation 12 Car Reservation at the Concierge Desk 44
Chapter Four 收银台服务 51
单元7外币兑换 51
Service Conversation 13 Exchange US dollars into Chinese yuan 53
Service Conversation 14 Changing at the Airport Exchange Office 54
单元8结账退宿 58
Service Conversation 15 Checking Out in Cash 60
Service Conversation 16 Checking Out by Credit Card 61
单元9解决账单问题 65
Service Conversation 17 Explaining the Bill 66
Service Conversation 18 Here Is the Money You’ve Overpaid 67
Chapter Five 总机服务 73
单元10转接电话 73
Service Conversation 19 Outgoing Calls 74
Service Conversation 20 Incoming Calls 75
单元11其他服务 79
Service Conversation 21 The Wake－up Call 80
Service Conversation 22 Leaving the Message 81
Chapter Six 客房服务 87
单元12客房服务 87
Service Conversation 23 May I Do the Room Now 88
Service Conversation 24 What Time Would You Like Me to Come Back 89
单元13客房送餐服务 93
Service Conversation 25 Your Order Will Arrive in 15 Minutes 94
Service Conversation 26 Here Is Your Chinese Breakfast 95
单元14维修服务 99
Service Conversation 27 The Repairman Will Come to Your Room Soon 101
Service Conversation 28 Repairing the Facilities in the Bathroom 101
Chapter Seven 餐厅服务 107
单元15 餐厅预订 107
Service Conversation 29 Reserving a Table on Valentine’s Day 108
Service Conversation 30 Book a Table by the Window 109
单元16餐厅迎客服务 115
Service Conversation 31 Arranging One Table for the Non－reserved Guest 116
Service Conversation 32 Arranging One Table for the Reserved Guest 117
单元17点菜服务 120
Service Conversation 33 Can You Recommend Some Chinese Food 121
Service Conversation 34 The Chinese Cuisine Is Divided into Eight Styles 122
单元18上菜服务与席间服务 126
Service Conversation 35 Serving the Guest During the Meal 126
单元19结账 128
Service Conversation 36 I Forgot to Bring My Wallet with Me 129
Service Conversation 37 Do You Accept Credit Cards 130
Chapter Eight 酒吧服务 137
单元20常规服务 137
Service Conversation 38 Serving Drinks 138
单元21处理投诉和醉酒客人 144
Service Conversation 39 I Am Not Happy with the Steak 145
Service Conversation 40 A Drunken Guest 145
Chapter Nine 商务中心服务（一） 151
单元22文秘服务 151
Service Conversation 41 Having the Meeting Material Copied 152
Service Conversation 42 Typing of the Material 153
单元23收发传真服务 158
Service Conversation 43 Receiving a Fax 159
Service Conversation 44 Sending a Fax 160
Chapter Ten 商务中心服务（二） 164
单元24票务服务 164
Service Conversation 45 Booking a Train Ticket 165
Service Conversation 46 Booking an Air Ticket 166
单元25委托代办服务 171
Service Conversation 47 Renting Equipment 172
Service Conversation 48 Postal Expressing 173
Chapter Eleven 康体中心服务 180
单元26康体服务 180
Service Conversation 49 Serving Basketball 182
Service Conversation 50 Serving Bowling 183
单元27洗浴服务 188
Service Conversation 51 Serving Sauna 190
Service Conversation 52 Serving Swimming 191
单元28娱乐服务 197
Service Conversation 53 Serving Ballroom 198
Service Conversation 54 Serving Net Bar 200
Chapter Twelve 会展中心服务 208
单元29会议服务 208
Service Conversation 55 Reserving the Conference on the Phone 210
Service Conversation 56 Discussing the Service Details 212
单元30展览服务 217
Service Conversation 57 Reserving an Exhibition 219
Service Conversation 58 We’re in an Urgent Need for Your Help 220
Chapter Thirteen 商场部服务 227
单元31为客人推荐商品 227
Service Conversation 59 Shopping at the Jewelry and Crafts Shop 229
Service Conversation 60 Shopping at the Textile and Knitwear Shop 230
单元32展示商品供客人挑选 235
Service Conversation 61 Shopping at the Chinese Arts and 236
Stationery Shop 236
Service Conversation 62 Shopping at the Chinese Tea Counter 237
Chapter Fourteen 其他服务 246
单元33失物招领服务 246
Service Conversation 63 Don’t Worry， Sir 247
Service Conversation 64 Claiming My Ring 248
单元34寄存服务 252
Service Conversation 65 Luggage Depositing 253
Service Conversation 66 Safe－Deposit Box 253
单元35旅游信息服务 257
Service Conversation 67 Showing the Way 258
Service Conversation 68 Booking a Tour 258
单元36托婴服务 262
Service Conversation 69 Baby－sitting Service 262
练习答案 266
参考文献 285
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