Unit 1 Making Reservations訂房
Chapter 1 Accepting a Booking 接受訂房
Chapter 2 Describing the Views 說明房景
Chapter 3 Rooms Not Available 沒有空房
Chapter 4 Explaining Room Rates 說明房價
Chapter 5 A Caller Reserving a Room for Others 來電者替他人訂房
Chapter 6 Describing Room Facilities to the Guest 向客人介紹房間設施
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Chapter 7 Giving Information About the Hotel 提供飯店資訊
Unit 2 Checking In登記住宿
Chapter 8 Checking In 辦理住宿手續
Chapter 9 Filling in the Registration Card 填寫住宿登記卡
Chapter 10 Chance Arrival and Late Arrival 無訂房與遲到的客人
Chapter 11 A Mistake in Reservations 訂房疏失
Chapter 12 Checking in a Tour Group 旅行團住宿登記
Chapter 13 Showing the Guest His/Her Room 帶客人前往客房
Chapter 14 Discount Plans 折扣方案
Chapter 15 Extended-Stay Guests and VIP Guests 久住房客與VIP房客
Unit 3 Checking Out 退房
Chapter 16 Checking Out 退房
Chapter 17 Paying the Bill 房客結帳
Chapter 18 Problems With the Bill 帳單問題
Chapter 19 Checking Out Late 延遲退房
Chapter 20 A Guest With Pets 帶寵物的房客
Unit 4 Housekeeping 客房服務
Chapter 21 Something Is Not Working 房內設備故障
Chapter 22 Supplying Room Items 提供客房物品
Chapter 23 Using Electronic Devices in the Room 在房內使用電子器材
Chapter 24 The Minibar 迷你吧
Chapter 25 Room Cleaning 客房清潔
Chapter 26 Changing Rooms 換房間
Chapter 27 Laundry Service (1)-Quick Service 洗衣服務（1）快洗服務
Chapter 28 Laundry Service (2)-Special Instructions 洗衣服務（2）特殊洗衣要求
Chapter 29 Laundry Service (3)-Dealing With Complaints 洗衣服務（3）處理洗衣客訴
Chapter 30 Tailoring Service 裁縫服務
Unit 5 Service During the Stay 住房服務
Chapter 31 Arranging a Babysitter 安排保姆
Chapter 32 Lost and Found 失物招領
Chapter 33 Depositing Items 寄物服務
Chapter 34 Medical Service 醫療服務
Chapter 35 The Health Club 健身俱樂部
Chapter 36 Exchanging Money 兌幣
Chapter 37 Shuttle and Parking Services 接駁與泊車服務
Chapter 38 Transportation Service (1) 交通服務（1）
Chapter 39 Transportation Service (2) 交通服務（2）
Chapter 40 Cultural Events and Sightseeing 文化活動與觀光
Unit 6 The Business Center 商務中心
Chapter 41 Mail and Fax Services 郵件與傳真服務
Chapter 42 Taking Messages 留言服務
Chapter 43 Visitors for a Guest 客人的訪客
Chapter 44 Arranging a Business Meeting 安排商務會議
Chapter 45 Secretarial Service 秘書服務
Chapter 46 Making International Calls 打國際電話
Chapter 47 Trouble Getting Through 無法接通電話
Chapter 48 Incoming Call for a Guest 房客的外線來電
Unit 7 Food Service 餐飲服務
Chapter 49 Room Service 客房服務
Chapter 50 Recommending a Restaurant and Making a Reservation 推薦餐廳並代為訂位
Chapter 51 Explaining the Menu to a Guest 向客人說明菜色
Chapter 52 Recommending Dishes to a Guest 向客人推薦菜色
Unit 8 Dealing With Complaints & Writing Letters處理客訴和撰寫信件
Chapter 53 Handling a Complaint 處理客訴
Chapter 54 The International Spelling Alphabet 國際通用拼字代碼
Chapter 55 Writing Letters and Emails 撰寫信件或電子郵件
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Appendixes附錄
