前言

Chapter 1 Hotellnquiries

Ⅰ Hotelfacilities

Ⅱ Civing hotelinformation

Ⅲ What would you say

Ⅳ Handicapped facilities and amenities

Ⅴ Do you have any facilities for disabled guests

Ⅵ Describing the functions of hotel facilities

Ⅶ Practice

Ⅷ Getting around the city

Ⅸ Introducing hotelfacilities

Ⅹ Still to come： The Hobbit Motel， New Zealand

Ⅺ Glossary

Chapter 2 Taking Reservations

Ⅰ Discussion

Ⅱ What type of room would you like

Ⅲ Reserving a room for a couple

Ⅳ How many nights will you stay

Ⅴ Understanding guests' special requests

Ⅵ Getting guests' contact information

Ⅶ Summarizing information

Ⅷ How to upsell rooms on the phone

Ⅸ Upselling skills

Ⅹ Changing the booking

Ⅺ Role play

Ⅻ Still to come： A letter of room confirmation

ⅩⅢ Glossary

Chapter 3 Checking in Guests

Ⅰ Checking in guests

Ⅱ Checking in guests

Ⅲ Word learning

Ⅳ The four stages of front desk upselling

Ⅴ Role play

Ⅵ Handling special requests

Ⅶ Pair work

Ⅷ Methods of payment

Ⅸ Terms of payment

Ⅹ Still to come： Dealing with difficult situations

Ⅺ Glossary

Chapter 4 Attending to Guest Needs (1)

Ⅰ Getting to knowlobby items

Ⅱ Holtel services

Ⅲ Welcoming the guest

Ⅳ Asking for or offering help

Ⅴ Valet parking

Ⅵ A room tour

Ⅶ Remembering to sell

Ⅷ Storing luggage

Ⅸ What you would say

Ⅹ Still to come： Golden service standards of the Ritz—Carlton Hotel

Ⅺ Glossary

Chapter 5 Attending to Guest Needs (2)

Ⅰ Questions about facilities and activities

Ⅱ oueries regarding hotel or local amenities and events

Ⅲ Answering the guests' queries

Ⅳ Word practice

Ⅴ Practice

Ⅵ Answering questions on the telephone

Ⅶ Wake—up call service

Ⅷ Handling wake—up calls more effectively

Ⅸ Taking a message

Ⅹ Still to come： Providing excellent customer service

Ⅺ Glossary

Chapter 6 Guest Care in Rooms

Ⅰ Guest room supplies

Ⅱ Three steps to good guest service

Ⅲ Responding to guest requests

Ⅳ Knowing the bedroom

Ⅴ Cleaning the bathroom

Ⅵ Responding to guest instructions

Ⅶ Cleaning tasks

Ⅷ Turn—down service

Ⅸ Still to come： A housekeeping word search game

Ⅹ Glossary

Chapter 7 On the Menu

Ⅰ Food knowledge review

Ⅱ The first day of the restaurant job

Ⅲ Seating the customers

Ⅳ Taking meal orders

Ⅴ Coffee culture

Ⅵ Booking a table

Ⅶ Pair work

Ⅷ Room service

Ⅸ Upselling food items

Ⅹ Still to come： World famous cuisines

Ⅺ Glossary

Chapter 8 Bar Services

Ⅰ A glassware tour

Ⅱ Setting up the bar station

Ⅲ A drink at the bar

Ⅳ Working with words

Ⅴ Being a good seller

Ⅵ At the happy hours

Ⅶ Good public relation

Ⅷ More of polite language

Ⅸ Arrangements about bills

Ⅹ Still to come： How to be a successful bartender

Ⅺ Glossary

Chapter 9 Checking out Guests

Ⅰ Discussion

Ⅱ Cashier tools

Ⅲ A normal check—out

Ⅳ Verifying methods of payment

Ⅴ A late check—out

Ⅵ Working with words

Ⅶ Pair work

Ⅷ Dealing with problems

Ⅸ Exchanging foreign currencies

Ⅹ Express check—out

Ⅺ Still to come： The guest folio

Ⅻ Glossary

……

Chapter 10 Handling Problems and Complaints