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Part One THE FRONT OFFICE 1

Chapter One Business Reservation Service 2

Dialogue 1 Receiving a Reservation 2

Dialogue 2 Tour Group Reservation 3

Dialogue 3 Face to Face the Reservation 4

Dialogue 4 Revising the Reservation 4

Dialogue 5 Cancel the Reservation 5

Dialogue 6 No Empty Rooms 6

Chapter Two Reception Desk 10

Dialogue 1 Registration 10

Dialogue 2 Receiving the Individual 11

Dialogue 3 Receiving the Advance Reservation 12

Dialogue 4 Receiving a Travel Group 13

Dialogue 5 Extending the Stay 14

Chapter Three The Bellman 18

Dialogue 1 Check in Services 18

Dialogue 2 Show the Way to Her Room 19

Dialogue 3 Delivery ofLuggage 19

Dialogue 4 Ordering a Taxi 20

Dialogue 5 Ticket-Booking Service 21

Chapter Four At theInformation Desk 25

Dialogue 1 Showing the Way inside the Hotel 25

Dialogue 2 Showing the Way outside the Hotel 26

Dialogue 3 Introduction Some Scenic Spot and Shopping Center 26

Dialogue 4 About the Traffic 27

Chapter Five Telephone Operator 31

Dialogue 1 An Overseas Call 31

Dialogue 2 In-house Call Service 32

Dialogue 3 Leaving a Telephone Message 32

Dialogue 4 Answering Guest's Inquires 33

Chapte Six Settling Guests'Complaints 38

Dialogue 1 Settling Complaints about Air-conditioner 38

Dialogue 2 Settling Complaints about Bad Quality ofFood 39

Dialogue 3 Settling Complaints about Slowness in Service 40

Chapter Seven The Business Center 45

Dialogue 1 Recommending Express Service 45

Dialogue 2 Typing.Photocopying 46

Dialogue 3 Receiving and Sending Fax 47

Chapter Eight The Cashier 51

Dialogue 1 Foreign Currency Exchange 51

Dialogue 2 Checking in Cash 52

Dialogue 3 Checking with Traveler's Check 52

Dialogue 4 Checking by Credit Card 53

Dialogue 5 Mis-calculation 54

Chapter Nine At the Conference 58

Dialogue 1 Introduction ofHotel Meeting Facilities 58

Dialogue 2 Changing the Meeting Services 59

Dialogue 3 Offering Special Services 60

Part Two THE HOUSEKEEPING DEPARTMENT 65

Chapter Ten Receiving Guests 66

Dialogue 1 Guiding the Guest to Their Rooms 66

Dialogue 2 Introducing the Room Facilities 67

Dialogue 3 About Hotel Services 68

Chapter Eleven Chamber Service 73

Dialogue 1 Cleaning the Room 73

Dialogue 2 Changing the Room 74

Dialogue 3 Adding beds 75

Dialogue 4 Turn-down Services 75

Dialogue 5 Claim and Damage 76

Chapter Twelve Special Service 81

Dialogue 1 Buying Things on Request 81

Dialogue 2 Borrowing Something 82

Dialogue 3 Wanting to Add Something 82

Chapter Thirteen Laundry Service 87

Dialogue 1 Explaining How to Get the Service 87

Dialogue 2 Filling the Laundry Lists 88

Dialogue 3 Choose Express Service 88

Dialogue 4 Misdelivering the Laundry 89

Chapter Fourteen Miscellaneous Service 94

Dialogue 1 Asking for Baby-sitting Service 94

Dialogue 2 Dealing with Emergency 95

Dialogue 3 Asking for a Doctor 96

Dialogue 4 A Morning Call 96

Chapter Fifteen Maintenance Service 102

Dialogue 1 Introduction on Certain Facilities in the Room 102

Dialogue 2 Repairing the Washing Machine 103

Dialogue 3 Something Wrong with the Toilet 103

Part Three FOOD AND BERVERAGE DEPARTMENT 109

Chapter Sixteen Reservation Service 110

Dialogue 1 A Call Reservation 110

Dialogue 2 RefusingaReservation 111

Dialogue 3 Cancel a Reservation 111

Dialogue 4 Receiving the Dinner 112

Dialogue 5 Receiving Walk-in Guests 113

Dialogue 6 No Empty Seats 113

Chapter Seventeen Chinese Food 118

Dialogue 1 Ordering Chinese Dishes 118

Dialogue 2 Recommendation 119

Dialogue 3 Special Chinese Food 120

Dialogue 4 Wines and Drinks in Chinese Restaurant 120

Chapter Eighteen Serving Dishes 126

Dialogue 1 Misserving 126

Dialogue 2 Special Need in Dishes 127

Dialogue 3 Complaints about the Dishes 128

Dialogue 4 Dessert Ordering 128

Chapter Nineteen Offering Room Serving 133

Dialogue 1 Ordering Chinese Breakfast 133

Dialogue 2 Ordering Western Breakfast 134

Dialogue 3 Special Ordering 134

Dialogue 4 Dish Delivering 135

Chapter Twenty At the Bar 139

Dialogue 1 Ordering Chinese Wines 139

Dialogue 2 Ordering Western Wines 140

Dialogue 3 Crazy Bar 140

Dialogue 4 Chatting with a Guest 141

Chapter Twenty-One Western Food and Buffet 145

Dialogue 1 Dinner in a Western Restaurant 145

Dialogue 2 Dinner a La Carte 146

Dialogue 3 Buffet 147

Chapter Twenty-Two Ways of Paying 152

Dialogue 1 Signing the Bill 152

Dialogue 2 Paying with Credit Card 153

Dialogue 3 Paying in Cash 154

Dialogue 4 Explain the Bill 154

Part Four SHOPPING 161

Chapter Twenty-Three At the Arts and Crafts 162

Dialogue 1 Greeting Customers 162

Dialogue 2 Recommending Jewelry 163

Dialogue 3 Introducing China Silk 164

Dialogue 4 Testing the Quality 164

Chapter Twenty-Four At the Souvenir 171

Dialogue 1 Introducing China Painting 171

Dialogue 2 Chinaware 172

Dialogue 3 Recommending Other Products 173

Chapter Twenty-Five At the Food Shop 178

Dialogue 1 Introducing Local Products 178

Dialogue 2 Introducing Tea 179

Dialogue 3 Wrapping the Goods 180

Part Five RECREATION AND FITNESS CENTER 185

Chapter Twenty-Six At Sing and Dance Hall 186

Dialogue 1 At the Night Club 186

Dialogue 2 At the Karaoke Bar 187

Dialogue 3 At the KTV Parlor 188

Dialogue 4 At Dancing Hall 188

Chapter Twenty-Seven At the Health Club 192

Dialogue 1 Introduce the Facilities 192

Dialogue 2 At Bowling Room 193

Dialogue 3 At The Swimming Pool 193

Dialogue 4 At Sauna 194

Chapter Twenty-Eight At the Chess 199

Dialogue 1 At Billiards 199

Dialogue 2 Playing Bridge 200

Dialogue 3 Getting the Membership Card 201

Chapter Twenty-Nine At the Beauty Center 205

Dialogue 1 At the Beauty Salon 205

Dialogue 2 At the Barber's 206

Dialogue 3 Facial Treatment 206

APPENDIX Ⅰ Useful Words and Terms for Hotel English 211

APPENDIX Ⅱ Tapescripts for Listening Exercises 221

Reference 239