Part one Courtesy English
Unit 1 Introduction 1
Unit 2 Greetings 7
Unit 3 Parting 11
Unit 4 Requests (Thanks) and Responses 16
Unit5 Asking the way 20Part two The Front Office
Unit 1 Room Reservations 26
Unit 2 Check In 29
Unit 3 Information Desk 36
Unit 4 Bell Service 39
Unit 5 The Front Cashier 45 Part three Housekeeping Department
Unit 1 Guiding Guests To Their Rooms 51
Unit 2 Make-up Service 58
Unit 3 Providing Service For Guests 63
Unit 4 Wake-up Call Service 67
Unit 5 Laundry Service 73 Part four Food and Beverage Service
Unit 1 Restaurant Reservations 81
Unit 2 Taking Orders 86
Unit 3 Breakfast 90
Unit 4 At a Chinese Restaurant 95
Unit 5 Buffet and Room Service 101 Part five Tending At The Bar
Unit 1 Serving Cocktails 106
Unit 2 Ordering Wines 111
Unit 3 Public Relations 115
Unit 4 Training The Bar Waiters 120 Part six Dealing With The Complaints
Unit 1 Complaining About The Restaurants 125
Unit 2 Complaining About The Housekeeping 130
Unit 3 Complaining About Other Services 136 Part seven Other Services
Unit 1 Shopping Center 143
Unit 2 Business Center 148
Unit 3 Sports Activities 153
Unit 4 Recreation 158
Appendices
I．Hotel Organization Chart (饭店机构表) 163
II．Useful Words & Expressions for Restaurant 164
（餐饮服务英语常用词汇和句子） | 
