Chapter 1 Hotel Inquiries
1 Hotel facilities
2 Giving hotel information
3 What would you say
4 Handicapped facilities and amenities
5 Do you have any facilities for disabled guests
6 Describing the functions of hotel facilities
7 Practice
8 Cetting around the city
9 Introducing hotel facilities
10 Still to come: The Hobbit Motel, New Zealand
11 Clossary
Chapter 2 Taking Reservations
1 Discussion
2 What type of room would you like
3 Reserving a room for a couple
4 How many nights will you stay
5 Understanding guests' special requests
6 Getting guests' contact information
7 Summarizing information
8 How to upsell rooms on the phone
9 Upselling skills
10 Changing the booking
11 Role play
12 Still to come: A letter of room confirmation
13 Glossary
Chapter 3 Checking in Guests
1 Registration process
2 Checking in guests
3 Word leaming
4 The four stages of front desk upselling
5 Role play
6 Handling special requests
7 Pair work
8 Methods of payment
9 Terms of payment
10 Still to come: Dealing with difficult situations
11 Glossary
Chapter 4 Attending to Guest Needs （1）
1 Getting to know lobby items
2 Hotel services
3 Welcoming the guest
4 Asking for or offering help
5 Valet parking
6 A room tour
7 Remembering to sell
……
Chapter 5 Attending to Guest Needs （2）
Chapter 6 Guest Care in Rooms
Chapter 7 On the Menu
Chapter 8 Bar Services
Chapter 9 Checking out Guests
Chapter 10 Handling Problems and Complaints
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