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