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

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



Appendixes　附錄



別冊 Answer Key 解答