Project One Front Office Department Task 1 Room Reservation Ⅰ Warming-up Ⅱ An FIT Reservation Ⅲ A Group Reservation Ⅳ A Room Overbooking Ⅴ Revising the Reservation Ⅵ Assignment Ⅶ Useful Expressions Task 2 Check-in Ⅰ Warming-up Ⅱ Checking in Guests with Reservations Ⅲ Checking in Walk-in Guests Ⅳ Checking in a Group Ⅴ Currency Exchange Ⅵ Assignment Ⅶ Useful Expressions Task 3 Concierge Ⅰ Warming-up Ⅱ Bellboy Service Ⅲ Running Errands for Guests Ⅳ Helping with Flight Booking Ⅴ Hiring a Taxi Ⅵ Assignment Ⅶ Useful Expressions Task 4 Guest Service Center Ⅰ Warming-up Ⅱ Taking a Message for the Guest Ⅲ Making a Long-distance Call Ⅳ A Wake-up Call Ⅴ Making DND Ⅵ Assignment Ⅶ Useful Expressions
Project Two Housekeeping Department Task 1 Room Cleaning Ⅰ Warming-up Ⅱ Making up Rooms Ⅲ Helping Guests with Special Requests Ⅳ Turn-down Service Ⅴ Cleaning Room Properly Ⅵ Assignment Ⅶ Useful Expressions Task 2 Laundry Service Ⅰ Warming-up Ⅱ Regular Laundry Service Ⅲ The Express Laundry Service Ⅳ Explaining Laundry Service Ⅴ Laundry Damage and Loss Ⅵ Assignment Ⅶ Common Expressions for Laundry Service
Project Three Food & Beverage Task 1 Restaurant Reservation & Welcoming Guests Ⅰ Warming-up Ⅱ Booking a Private Room Ⅲ Banquet Reservation Ⅳ Seating Guests Ⅴ Bidding Farewell Ⅵ Assignment Ⅶ Useful Expressions Task 2 At the Chinese Restaurant Ⅰ Warming-up Ⅱ Taking Orders Ⅲ Chinese Cuisine Ⅳ Misdirected Service Ⅴ Signing the Bill Ⅵ Assignment Ⅶ Useful Expressions Task 3 At the Western Restaurant Ⅰ Warming-up Ⅱ Buffet Service Ⅲ Continental or American Breakfast Ⅳ Ordering Western Food Ⅴ Paying the Bill Ⅵ Assignment Ⅶ Useful Expressions Task 4 At the Bar Ⅰ Warming-up Ⅱ What Would You Like to Drink? Ⅲ Taking Orders Ⅳ Recommending Drinks Ⅴ Drink List Ⅵ Assignment Ⅶ Useful Expressions Task 5 Room Service Ⅰ Warming-up Ⅱ Room Service Ⅲ Taking Telephone Orders Ⅳ Room Service Delivery Ⅴ Special Ordering Ⅵ Assignment Ⅶ Useful Expressions
Project Four Business and Entertainment Services Task 1 Health and Recreation Service Ⅰ Warming-up Ⅱ At the Fitness Center Ⅲ At the Swimming Pool Ⅳ At the Spa Ⅴ At the Beauty Salon Ⅵ Assignment Ⅶ Useful Expressions Task 2 The Shopping Arcade Ⅰ Warming-up Ⅱ At the Men‘ s Clothing Shop Ⅲ At the Ladies’ Clothing Shop Ⅳ At the Souvenir Shop Ⅴ Returning a Defective Item Ⅵ Assignment Ⅶ Useful Expressions Task 3 Business Service Ⅰ Warming-up Ⅱ At the Business Center Ⅲ Reserving the Conference Ⅳ Discussing with the Conference Planner Ⅴ Signing the Conference Contract Ⅵ Assignment Ⅶ Useful Expressions
Project Five Handling Guests‘ Complaint and Checking out Task 1 Handling Guests’ Complaint Ⅰ Warming-up Ⅱ A Complaint about the Reception Ⅲ A Complaint about the Indoor Facilities Ⅳ A Complaint about Service Quality Ⅴ A Complaint about Unexpected Cases Ⅵ Assignment Ⅶ Common Expressions for Room Cleaning Service Task 2 Check-out Ⅰ Warming-up Ⅱ Checking out FIT Ⅲ Handling Disputed Items IV Checking out VIP Ⅴ Checking out Group Guests Ⅵ Assignment Ⅶ Useful Expressions
APPENDIX Ⅰ AUDIO & VIDEO SCRIPTS APPENDIX Ⅱ EXERCISE KEYS
以下为对购买帮助不大的评价