Unit 1 Reservation
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 2 Checking in
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 3 Bell Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 4 Operator Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 5 Business Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 6 Business Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 7 Complaints Settlement
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 8 Laundry Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 9 Turn—down Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Unit 10 Maintenance Service
Section A Warming—up
Section B Listening
Section C Speaking
Section D Reading
Section E Competence Development
Section F Tips
Appendix
References