前言 Chapter One Brief Introduction of a Hotel(酒店简介)1 Chapter Two Front Desk(前厅部)11 Unit One Room Reservations(客房预订)12 Unit Two Check-in(住宿登记)19 Unit Three Concierg(礼宾服务)25 Unit Four Check-out(离店结帐)32 Chapter Three Housekeeping(客房部)39 Unit One Chamber Service(客房服务)40 Unit Two Laundry Service(洗衣服务)46 Unit Three Room Service(客房送餐服务)52 Unit Four Miscellaneous Services(其他服务)59 Chapter Four Food & Beverage(餐饮部)67 Unit One Reserving a Table(订座)68 Unit Two Taking Orders(点餐)73 Unit Three Serving Food(上菜)79 Unit Four Ways of Payment(付款方式)87 Chapter Five Auxiliary Services(辅助服务)93 Unit One Business Service(商务服务)94 Unit Two Meeting & Exhibition Service(会展服务)99 Unit Three Sports and Recreation Service(运动与休闲服务)105 Unit Four Tourism Service(旅游服务)111 Unit Five Complaints Handling(投诉处理)116 Appendix(附录)123 Appendix A Suggested Answers(参考答案)123 Appendix B Listening Script(听力原文)183 Appendix C Hotel Facilities and Prompt Identification (酒店功能设施及提示标示图)237 Reference(参考文献)240