Part 1 Hospitality Industry ABCs（酒店业须知） 1
Unit 1 Hotel Types 2
Unit 2 What Is Service? 5
Unit 3 Different Guests 8
Unit 4 The Future of Hotels 11
Part 2 The Front Office（前厅） 13
Unit 1 Room Reservations 14
Unit 2 Check In 17
Unit 3 The Bellman 20
Unit 4 The Concierge 23
Unit 5 The Operator 26
Unit 6 The Cashier 28
Unit 7 The Business Center 31
Part 3 Housekeeping（客房服务） 33
Unit 1 Facilities:Enjoying Your Stay 34
Unit 2 The Executive Floors 36
Unit 3 The Chamber Services 39
Unit 4 The Laundry Services 42
Unit 5 Other Services 46
Part 4 Food and Beverage（餐饮） 49
Unit 1 Reservations 50
Unit 2 Receiving Diners 52
Unit 3 At a Chinese Restaurant 56
Unit 4 At a Westem Restaurant 59
Unit 5 Breakfast 62
Unit 6 At the Bar 64
Unit 7 At a Banquet 68
Unit 8 Eating Habits 71
Part 5 At the Recreation Center（在康乐中心） 73
Unit 1 At the Gym 74
Unit 2 At the Sauna 76
Unit 3 At the Swimming Pool 79
Unit 4 At the Massage Center 81
Part 6 At the Shopping Arcade（在商场） 83
Unit 1 Buying Souvenirs 84
Unit 2 Buying Silk Products 87
Unit 3 Buying Tea 89
Unit 4 Buying Arts and Crafts 91
Part 7 Conventions（会议） 93
Unit 1 Booking a Meeting 94
Unit 2 Inspecting Convention Site 97
Unit 3 Convention Registration 100
Unit 4 Arranging Catering for the Group 103
Unit 5 Post-conference Tour 106
Part 8 Marketing and Sales（市场营销） 109
Unit 1 Advertising 110
Unit 2 Negotiating 113
Unit 3 Signing the Contract 116
Part 9 Complaints（投诉） 119
Unit 1 Dealing with Complaints 120
Unit 2 Difficult Customers 124
Appendix（附录） 127
Appendix Ⅰ Tapescripts（听力原文） 127
Appendix Ⅱ Keys（参考答案） 175
Appendix Ⅲ Elementary English for Hotel Staff and Management（饭店管理服务人员必学英语句型） 184
Appendix Ⅳ Useful Words and Expressions for Hotel Services（酒店常用词汇） 190
Appendix Ⅴ Menus of Famous Hangzhou Dishes（杭州著名菜肴） 192
Appendix Ⅵ Bibliography（参考书目） 194