Unit One What Is a Hotel?

Text What Is a Hotel?

Dialogue 1 Enquiring about the Accommodations and Facilities

Dialogue 2 Recommending Another Hotel

Dialogue 3 Finding the Right Hotel

Supplementary Reading Classification of Hotels

Exercises

Text The Front Office

Unit Two The Front Office（Ⅰ）

Dialogue 1 Making a Reservation

Dialogue 2 Registering a Guest

Dialogue 3 Bringing the Guest to Her Room

Supplementary Reading The Bell Service

Exercises

Unit Three The Front Office（Ⅱ）

Text The Business Center

Dialogue 1 Checking out of the Hotel

Dialogue 2 Cashing Checks for a Guest

Dialogue 3 At the Business Center

Supplementary Reading The History of Money

Exercises

Unit Four The Housekeeping Department（Ⅰ）

Text The Housekeeping Department

Dialogue 1 Showing the Guest to His Room

Dialogue 2 Cleaning the Guestroom

Dialogue 3 Introducing the Baby-sitting

Supplementary Reading Different Kinds of Rooms in a Hotel

Exercises

Unit Five The Housekeeping Department（Ⅱ）

Text The Laundry Service

Dialogue 1 Getting Information about the Laundry Service

Dialogue 2 Laundry Mix-up

Dialogue 3 Settling a Laundry Problem

Supplementary Reading The Dry Cleaner's

Exercises

Text The Food and Beverage Department

Unit Six The Food and Beverage Department

Dialogue 1 Calling in a Reservation

Dialogue 2 Recommending Dishes

Dialogue 3 Taking Orders

Supplementary Reading The Story of Chopsticks

Exercises

Unit Seven The Health and Recreation Center

Text The Health and Recreation Center

Dialogue 1 At the Fitness Center

Dialogue 2 At the Bowling Alley

Dialogue 3 At the Recreation Center

Supplementary Reading Traditional Chinese Medicine

Exercises

Unit Eight The Engineering and Maintenance Department

Text The Engineering and Maintenance Department

Dialogue 1 Dealing with the Maintenance of the Room

Dialogue 2 Dealing with an Elevator Accident

Dialogue 3 A Car Service Appointment

Supplementary Reading Hotel Construction:Design and Functionality

Exercises

Unit Nine The Security Department and Human Resources Department

Text The Security Department

Dialogue 1 Lost and Found

Dialogue 2 A Job Interview

Dialogue 3 Job Rotation

Supplementary Reading The Human Resources Department

Exercises

Text How to Deal with Complaints Skillfully

Unit Ten Handling Complaints

Dialogue 1 Changing a Room

Dialogue 2 Handling Complaints about Food

Dialogue 3 Handling Complaints about Delayed Service

Supplementary Reading Achieving 100坲stomer Satisfaction

Exercises

Keys to Exercises

参考文献