Basic Knowledge Unit 1 What Is a Hotel? Unit 2 General Expressions for Hotel Services Chapter One The Front Office Unit 1 Room Reservation Unit 2 Reception Unit 3 Concierge Unit 4 Telephone Service Unit 5 Business Center Unit 6 At the Cashiers Unit 7 Settle the Complaints Chapter Two Housekeeping Unit 1 Simple Chamber Service Unit 2 Cleaning the Room Unit 3 Laundry Service Unit 4 Room Service Unit 5 Other Services Unit 6 Maintenance Service in the Guest Room Chapter Three Food and Beverage Unit 1 Table Reservation Unit 2 Receiving the Guest Unit 3 Taking Orders Unit 4 Beverage Service Unit 5 Serving the Guest Unit 6 Kitchen Service Chapter Four At the Recreation Centre and Health Club Unit I At the Beauty Parlor Unit 2 At the Health Club Unit 3 Sauna and Massage Service Unit 4 At the Hair Salon Unit 5 At the Shopping Arcade Appendix Commonly Used Words and Expressions in the Hotel References