Unit 1 Reservations 1
PartⅠ Dialogues 2
PartⅡ Reading:Duties of a Reservationist 9
PartⅢ Further Reading:A New Way of Hotel Reservation 11
Unit 2 Reception 15
PartⅠ Dialogues 16
PartⅡ Reading:How to Be a Qualified Front Desk Staff 22
PartⅢ Further Reading:Types of the Front Desk Staff in Hotels 24
Unit 3 Concierge's Work 27
PartⅠ Dialogues 28
PartⅡ Reading:Introduction of Concierge's Work 34
PartⅢ Further Reading:Cultural Differences 36
Unit 4 Housekeeping（Ⅰ） 39
PartⅠ Dialogues 40
PartⅡ Reading:Duties and Responsibilities of Housekeeping Staff 46
PartⅢ Further Reading:Legal Obligations of the Housekeeping Department in America 50
Unit 5 Housekeeping（Ⅱ） 53
PartⅠ Dialogues 54
PartⅡ Reading:Duties of the Housekeeping Department 60
PartⅢ Further Reading:Room Service Procedure 62
Unit 6 Maintenance 65
PartⅠ Dialogues 66
PartⅡ Reading:Responsibility of the Engineering Department 72
PartⅢ Further Reading:Various Calls to the Engineering Department 75
Unit 7 Food ＆ Beverage（Ⅰ） 79
PartⅠ Dialogues 80
PartⅡ Reading:Job Categories and Responsibilities in the F＆B Service 87
PartⅢ Further Reading:Greeting and Seating 90
Unit 8 Food ＆ Beverage （Ⅱ） 93
PartⅠ Dialogues 94
PartⅡ Reading:Possible Restaurant Problems 100
PartⅢ Further Reading:Service of Red Wines 103
Unit 9 Handling Complaints 107
PartⅠ Dialogues 108
PartⅡ Reading:Handling Complaints（Ⅰ） 114
PartⅢ Further Reading:Handling Complaints（Ⅱ） 116
Unit 10 Sales Department 119
PartⅠ Dialogues 120
PartⅡ Reading:How Sales Department Functions 126
PartⅢ Further Reading:Hospitality Sales Distribution and Promotion 128
Unit 11 At the Business Center 131
PartⅠ Dialogues 132
PartⅡ Reading:History of the Business Center 138
PartⅢ Further Reading:Electronic Business Center in Coral Gables,Fla.,Hotel 140
Unit 12 At the Recreation Center 143
PartⅠ Dialogues 144
PartⅡ Reading:Fitness Center Services in the Marquette Hotel 150
PartⅢ Further Reading:The Recreation Hotel 153
Unit 13 At the Beauty Parlor 155
PartⅠ Dialogues 156
PartⅡ Reading:Welcome to Trends Beauty Parlor 162
PartⅢ Further Reading:Beauty Tips 164
Unit 14 At the Shopping Arcade 167
PartⅠ Dialogues 168
PartⅡ Reading:Shopping in Honolulu's Hot Spot 173
PartⅢ Further Reading:Caesars Palace 176
Unit 15 Checkout 179
PartⅠ Dialogues 180
PartⅡ Reading:Hotel Chains Try Self-Serve Kiosks for Check-in and Checkout 186
PartⅢ Further Reading:A Rethink for Hotel Checkout Times 189
附录1：英汉饭店常用分类词汇表 191
附录2：2006年度全球酒店集团100强 199