Unit 1 Hotel Basics
Unit 2 Making a Reservation on the Phone
Unit 3 Picking up Guests at the Airport
Unit 4 Welcoming Guests—Luggage Service
Unit 5 Helping Guests Check In
Unit 6 Making the Way to the Guestroom
Unit 7 Wake-up Call Service
Unit 8 Guests’ Inquiries on the Phone
Unit 9 Helping Guests Check Out
Unit 10 Serving Western Food
Unit 11 Seating Guests in a Restaurant
Unit 12 Taking Orders in a Restaurant
Unit 13 Paying the Bill in a Restaurant
Unit 14 Providing Room Service
Unit 15 At the Bar
Unit 16 Housekeeping Service
Unit 17 Laundry Service
Unit 18 Fitness and Health Center
Unit 19 Dealing with Complaints
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