Model One Front Office（1）
Unit 1 Room Reservation
Scene 1 Making an FIT Reservation
Scene 2 Making a Group Reservation
Scene 3 Changing and Canceling a Reservation
Task Practice
Unit 2 Check-in Service
Scene 1 Checking in a Guest with a Reservation
Scene 2 Checking in a Walk-in Guest（without reservation）
Scene 3 Checking in a Group
Task Practice
Unit 3 Extending the Stay and Changing the Room
Scene 1 Extending the Stay
Scene 2 Changing Rooms
Task Practice
Model Two Front Office（2）
Unit 4 Dealing with a Complaint
Scene 1 Meeting and Dealing with the Guest’s Complaint
Scene 2 Handing Problems and Complaints
Scene 3 Handling a Complaint about Luggage
Task Practice
Unit 5 Exchanging Foreign Currencies
Scene 1 Changing RMB to Foreign Currency
Scene 2 Changing Foreign Currency to RMB
Task Practice
Unit 6 Check out Service
Scene 1 Checking Out by Credit Card
Scene 2 Checking Out in Cash
Scene 3 Checking Out by Travelers Check
Task Practice
Model Three Concierge office
Unit 7 Accompanying the Guest
Scene 1 Accompanying the Guest to the Front Desk
Scene 2 Accompanying the Guest to the Room
Task Practice
Unit 8 Introducing the Facilities and Services
Scene Introducing the Facilities and Services
Task Practice
Unit 9 Other Concierge Services
Scene 1 Receiving a Guest at the Airport
Scene 2 Calling a Taxi for the Guest
Scene 3 Luggage and Valuables Deposit Service
Task Practice
Model Four Business Center
Unit 10 Secretarial Service
Scene 1 Typing Service
Scene 2 Photocopying Service
Scene 3 Fax Sending and Receiving Service
Scene 4 Conference Service
Task Practice
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