江慧菁

Part 1 Reservations
1 Giving Information About the Hotel
2 Taking Room Reservations
3 Reservation Emails and Faxes

Part 2 Checking in
4 The Check-in
5 Showing Guests to Their Rooms

Part 3 Services and Facilities
6 Room Service
7 Laundry and Valet Services
8 Tour Arrangements and Giving Directions
9 Transportation
10 Tailoring
11 Exchanging Money and Depositing Items
12 Looking for Guest, Mailing,
and Baby-sitting Services
13 Restaurants ( 1 )
14 Restaurants ( 2 )
15 Conferences and Business Travelers
16 Messages and Phones Calls

Part 4 Housekeeping
17 Making up the Rooms
18 Supplying Things

Part 5  Emergencies
19 The Loss of Belongings and Pets
20 Medical Problems
21 Various Accidents Problems and Solutions

Part 6  Problems and Solutions
22 Room Problems ( 1 )
23 Room Problems ( 2 )
24 Complaints About the Laundry

Part 7  Checking out
25 Paying Bills
26 Payment Problems

Part 8  Staff Training
27 Room Attendants ( 1 )
28 Room Attendants ( 2 )
29 Cleaning Staff
30 Laundry Staff

Part 1 Reservations
1 Giving Information About the Hotel
2 Taking Room Reservations
3 Reservation Emails and Faxes

Part 2 Checking in
4 The Check-in
5 Showing Guests to Their Rooms

Part 3 Services and Facilities
6 Room Service
7 Laundry and Valet Services
8 Tour Arrangements and Giving Directions
9 Transportation
10 Tailoring
11 Exchanging Money and Depositing Items
12 Looking for Guest, Mailing,
and Baby-sitting Ser...