Part 1 Reception Courtesy
接待礼仪篇
Unit 1 Greetings & Introductions问候与介绍003
Unit 2 Thanks & Apologies致谢与道歉009
Unit 3 Farewells告别016
Part 2 Hotel Service
酒店服务篇
Unit 4 Room Reservation客房预订025
Unit 5 Concierge Service礼宾服务031
Unit 6 Checking In入住登记037
Unit 7 Chamber Service客房服务045
Unit 8 Taking Orders点菜051
Unit 9 Paying Bills in the Restaurant餐厅结账057
Unit 10 Room Service客房送餐服务063
Unit 11 Recreation & Fitness Center康乐中心070
Unit 12 Tickets Service票务服务077
Unit 13 Business Center商务中心084
Unit 14 Conference Service会议服务090
Unit 15 Dealing with Complaints处理投诉096
Unit 16 Checking Out结账离店103
Part 3 Tour Guide Service
导游服务篇
Unit 17 On the Plane在飞机上113
Unit 18 At the Customs在海关120
Unit 19 Meeting Guests at the Airport接机127
Unit 20 On the Way to the Hotel去酒店133
Unit 21 Helping Tourists Check In帮助入住酒店139
Unit 22 Sightseeing (I)景点参观（1）145
Unit 23 Sightseeing (II)景点参观（2）151
Unit 24 Shopping购物157
Unit 25 Handling Problems and Emergencies处理突发事件163
Unit 26 Farewell at the Airport机场道别169
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