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Highly Recommended© CD1 totaltime_:ćo-ss-    track

			Introduction	1
■	Unit 1	1.1	Working in front Office	2
		1.2	Customer requests	3
■	Unit 2	2.1	Giving information	4
		2.2	Services and facilities	5
■	Unit 3	3.1	Taking a room reservation	6
		3.2	Changingand cancelling reservations	7
■	Unit 4	4.1	Dealingwith booking enquiries	8
		4.2	Suggestingan alternative	9
■	Unit 5	5.1	Customer messages	10
■	Unit 6	6.1	Dealing with arrivals	11
		6.2	When and where?	12
■	Unit 7	7.1	Problems at check-in	13
		7.2	Dealing with special needs	14
■	Unit 8	8.1	How things work	15
		8.2	Smali talk	16
■	Unit 9	9.1	A busy night in the bar	17
		9.2	Drinks atthe table	18
■	Unit 10	10.1	Are you ready to order?	19
		10.2	Dessert and coffee	20
■	Unit 11	11.1	Advising tourists	21
		11.2	Things to do in Granada	22
■	Unit 12	12.1	Giving advice about local travel	23
		12.2	Giving advice about tickets	24
■	Unit 13	13.1	Giving directions inside the hotel	25
		13.2	Giving directions to places outside the hotel	26
■	Unit 14	14.1	We’re here to help you	27
		14.2	Customer care and customer service	28

			Introduction	1
■	Unit 15	15.1	This is unacceptable	2
		15.2	l’m really very sorry	3
■	Unit 16	16.1	Sorry, it’s our mistake	4
		16.2	Pm surę we can sort something out	5
■	Unit 17	17.1	Lost property	6
		17.2	Can you cali a doctor?	7
■	Unit 18	18.1	A difficult cali	8
		18.2	Communication on the move	9
■	Unit 19	19.1	A tour of the conference suitę	10
		19.2	Planning an event	11
■	Unit 20	20.1	Settling hotel bills	12
		20.2	Payment security	13
■	Unit 21	21.1	Kitchen rules and regulations	14
		21.2	Fotlowing a recipe	15
■	Unit 22	22.1	Servicing a room	16
		22.2	Providing added value	17
■	Unit 23	23.1	Minimizing risks	18
		23.2	Key words: health, safety and security	19
■	Unit 24	24.1	Work experience abroad	20
■	Unit 25	25.1	Unexpected experiences	21
		25.2	Cultural differences	22
■	Unit 26	26.1	About my job	23
		26.2	The story of success	24
■	Unit 27	27.1	What are my strengths?	25
■	Unit 28	28.1	Interview ąuestions and answers	26