Part One English Skiffs Training for Front Office Services
Module 1 Reservation
Task 1 Phone Call Reservation
Task 2 Face—to—face Reservation
Task 3 Group Reservation
Task 4 Changing Reservation
Module 2 Front Desk（Ⅰ）
Task 1 Checking in with Reservation
Task 2 Checking in without Reservation
Task 3 Late Checking in
Module 3 Front Desk（Ⅱ）
Task 1 Complaint of Slow Delivery
Task 2 Complaint of Noisy Room
Task 3 Suggestion and Showing Way
Module 4 Concierge
Task 1 Introduction of Hotel Services and Facilities
Task 2 Baggage Service
Module 5 Telephone Desk
Task 1 Taking a Message
Task 2 Wake—up Call Service
Task 3 Ticket Booking Service
Module 6 Checking out
Task 1 Checking out
Task 2 Complaint about the Bill
Task 3 Money Exchange

Part Two English Skills Training for Food and Beverage Services
Module 1 Sales and Marketing
Task Receiving Table Bookings
Module 2 Restaurant（Ⅰ）
Task 1 Seating Guests
Task 2 Taking Chinese Food Orders
Task 3 Taking Western Food Orders
Module 3 Restaurant（Ⅱ）
Task 1 Serving Dishes
Task 2 Serving Wine
Module 4 Settling Bill Problems
Task 1 Payment Methods
Task 2 Settling Bill Problem
Module 5 Bar
Task 1 Taking Cocktail Orders
Task 2 Taking Soft Drink Orders
Module 6 Room Serviee
Task 1 Taking Room Service Orders
Task 2 Delivering Food

Part Three English Skills Training for Housekeeping Services
Module 1 The Service of Housekeeper
Task Cleaning the Public Areas
Module 2 Room Turn Down Services
Task Turn Down Service
Module 3 Housekeeping Services
Task 1 Escorting the Guest to the Guestroom
Task 2 Collecting and Returning the Laundry
Task 3 Explaining the Laundry Service
Task 4 Baby—Sitting Service
Task 5 Extra Bed Service
Task 6 Emergency Preparedness
Module 4 Room Cleaning
Task 1 Facilities for the Handicapped
Task 2 Occupied Guest Room Cleaning
Module 5 Guest Room Maintenance
Task Problems of Room Facilities
Module 6 Handling Complaints
Task 1 Noise from Refrigerator
Task 2 Handling the Complaint of a Rude Room Attendant
Task 3 Handling the Complaint of Dirty Tap Water