Preface
Unit 1. English for Hotel Airport Representatives
Lesson 1. Upon Arrival
Lesson 2. Departure
Lesson 3. Upon Arrival
Unit 2. English for Bellmen
Lesson 4. Welcoming Guests
Lesson 5. Helping a Guest Missing Something
Lesson 6. Helping a Guest
Lesson 7. Helping a Guest with his Baggage
Lesson 8. Guiding a Guest to his Room
Unit 3. English for Front Office
Lesson 9. Helping Reservation
Lesson 10. Reservation of a Tour Group
Lesson 11. A Walk¡ªin Guest
Lesson 12. Dealing with a Rude Guest
Lesson 13. Dealing with a Drunkard
Lesson 14. Handling a Complaint
Lesson 15. Mailing £¦ Information
Unit 4. English for Front Office Cashier
Lesson 16. Checking Out (1)
Lesson 17. Checking Out (2)
Lesson 18. Money Exchange
Lesson 19. After Checkout Time
Unit 5. English for Housekeeping
Lesson 20. A Smiling Welcome
Lesson 21. Dealing with Emergencies
Lesson 22. Turndown £¦ Request for Extras
Lesson 23. Meeting In the Corridor
Lesson 24. Lost £¦ Found: Extended Service
Lesson 25. Attendant with a Trolly Meets a Guest in the Corridor
Lesson 26. Replenishing the Mini¡ªBar
Lesson 27. Baby¡ªsitting Service
Lesson 28. Dealing with French Guests
Unit 6. English On The Telephone
Lesson 29. Talking over the Phone
Lesson 30. Long¡ªdistance Call (1)
Lesson 31. Long¡ªdistance Call (2)
Lesson 32. Order¡ªtaking through Phone
Lesson 33. Taking a Reservation Call
Lesson 34. Taking Messages
Lesson 35. Taking Complaints through Phone
Lesson 36. Taking Laundry Service Calls
Lesson 37. Calling about Laundry Service
Unit 7. English for Food £¦ Beverage Service
Lesson 38. In the Lounge
Lesson 39. The Coffee Shop (1)
Lesson 40. The Coffee Shop (2)
Lesson 41. Room Service (1)
Lesson 42. Room Service (2)
Lesson 43. In a Restaurant
Lesson 44. A Reservation Call
Lesson 45. In a Grill Room
Unit 8. English for Bar Service
Lesson 46. Serving Whisky
Lesson 47. Talking with a Guest
Lesson 48. Serving Guests in a Bar
Lesson 49. Serving a Guest Caught Cold
Lesson 50. Serving a Special Beverage
Lesson 51. A Happening in a Bar
Lesson 51. Lesson 52 Denial of Child's Entrg
Lesson 53. Dealing with Guest's Complaining about Bill