第一单元 酒店概况

Part Ⅰ　 Dialogues对话

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ　 Text A A Brief Introduction to Hospitality Industry and Hospitality Management

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Notes to the Text

Exercises

Text B The Development of the Hospitality Industry and Its Classification

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Notes to the Text

Part Ⅲ Extended Reading

第二单元 前台服务

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A The Front Office

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Notes to the Text

Exercises

Text B Checking-in and Checking-out

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Notes to the Text

Part Ⅲ Extended Reading

第三单元 客房服务

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A The Housekeeping Department

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Notes to the Text

Exercises

Text B The Relations between Housekeeping Department and Front Office Department

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Notes to the Text

Part Ⅲ Extended Reading

第四单元 餐饮服务

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A Food Service Management in a Hotel

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Notes to the Text

Exercises

Text B Taking Orders

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Notes to the Text

Part Ⅲ Extended Reading

第五单元 健身、娱乐及商务中心

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A Recreation Industry in the U.S

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Notes to the Text

Exercises

Text B Facilities for Business

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Notes to the Text

Part Ⅲ Extended Reading

第六单元 付款

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A Ways of Payment in the Hotel

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Notes to the Text

Exercises

Text B Revenue Management of the Hotel

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Notes to the Text

Part Ⅲ Extended Reading

第七单元 处理投诉

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A Taking Complaints as Opportunities

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Notes to the Text

Exercises

Text B Dealing with Guests'Complaints

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Notes to the Text

Part Ⅲ Extended Reading

第八单元 酒店安全管理

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A The Importance of Security in a Hotel

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Notes to the Text

Exercises

Text B Security Problems in a Hotel

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Notes to the Text

Part Ⅲ Extended Reading

第九单元 酒店的环保行动

Part Ⅰ Dialogues

Sample Dialogue 1

Sample Dialogue 2

Useful Expressions

Situational Dialogues

Part Ⅱ Text A The Important Role of Biodiversity

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Notes to the Text

Exercises

Text B The Eco Hotel

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Part Ⅲ Extended Reading

Appendix附录

Appendix 1 AAA's Lodging Diamond Ratings

Appendix 2 Lodging Star Criteria

Appendix 3 Hotel Criteria 2014

Appendix 4 Translation for the Texts

Appendix 5 Key to the Exercises

Postscript后记