《星级饭店英语》

Part OnePhonetics1

Lesson One English Alphabet1

Lesson Two Phonetics4

Lessn Three Rules of Pronunciation11

Part TwoCourtesies17

Lesson One Greetings17

Lesson Two Introduction18

Lesson Three Parting19

Lesson Four Requests and Responses21

Lesson Five Thanks and Responses23

Lesson Six Apologies24

Lesson Seven Asking the Way25

Lesson Eight Asking Time and Date29

Lesson Nine Making Telephone Calls36

Part ThreeFront Office40

Lesson One Brief Introduction and Organization Chart40

Lesson Two Reservation43

Lesson Three Check-in47

Lesson Four Bringing the Guest to Room52

Lesson Five Information55

Lesson Six Messages59

Lesson Seven Mail Service62

Lesson Eight Money Exchange63

Lesson Nine Checking Out67

Lesson Ten Sales and Marketing in Front Office70

Lesson One Chamber Service77

Part FourHousekeeping Department77

Lesson Two Special Service80

Lesson Three Damage Problems85

Lesson Four Wake-up Call Service88

Lesson Five Lost and Found91

Lesson Six Laundry Service95

Lesson Seven Settling Guests' Complaints99

Part FiveFood and Beverage Dapartment108

Lesson One Banquet Reservation108

Lesson Two Receiving the Diner111

Lesson Three Taking Orders114

Lesson Four In the Western Restaurant118

Lesson Five In a Chinese Restaurant123

Lesson Six In the Bar128

Lesson Seven Room Service132

Lesson Eight Birthday Party135

Lesson Nine Ways of Paying141

Part SixShopping Arcade147

Lesson One At the Tourist Souvenirs Department147

Lesson Two At the Textile and Knitwear Department151

Lesson Three At the Arts and Crafts Department155

Lesson Four Chinese Seal Cutting and Paintings159

Part SevenConvention and Entertainment Department167

Lesson One Convention Facilities167

Lesson Two Other Services in Recreation Center170

Lesson Three In the Sauna Bath Room171