UNITONE 1
TEXTATheHistoryandDevelopmentoftheHospitalityIndustry 1
TEXTBHotelsandTheirClassification 3
DIALOGⅠAttheHumanResourcesDepartment 4
DIALOGⅡOrientation(1)__EthicsIntegrity 6
DIALOGⅢOrientation(2)__Grooming 7
EXERCISES 12
UNITTWO 16
TEXTATheFrontOffice 16
TEXTBReservation 18
DIALOGⅠALongDistanceCallReservation 20
DIALOGⅡAGroupReservation 22
DIALOGⅢRevisingtheReservation 23
EXERCISES 26
TEXTACheck-in 31
UNITTHREE 31
TEXTBHotelGuests 33
DIALOGⅠReceivingWalk-inGuests 35
DIALOGⅡExtendingtheStay 36
DIALOGⅢOrientationonConcierge sWork 37
EXERCISES 40
UNITFOUR 45
TEXTACashierandNightAuditor 45
TEXTBTheForeignExchangeMarket 47
DIALOGⅠForeignCurrencyExchange 48
DIALOGⅡCheck-out 49
DIALOGⅢCheckingwiththeNightAuditor 50
EXERCISES 53
UNITFIVE 60
TEXTACommunication 60
TEXTBTheTelephoneRoom 62
DIALOGⅠSendingaFax 63
DIALOGⅡPrinting 64
DIALOGⅢTelephoneService 66
EXERCISES 69
UNITSIX 73
TEXTATheHousekeepingDepartment 73
TEXTBTheImportanceofService 74
DIALOGⅠChamberService 76
DIALOGⅡLaundryService 77
DIALOGⅢBaby-sittingService 78
EXERCISES 81
UNITSEVEN 88
TEXTAOrganizationoftheFoodandBeverage 88
Department 88
TEXTBRestaurantService 91
DIALOGⅠTakingOrders 93
DIALOGⅡRoomService 94
DIALOGⅢBanquetingService 96
EXERCISES 99
UNITEIGHT 108
TEXTABeverageService 108
TEXTBWineFacts 110
DIALOGⅠAtaRestaurant 113
DIALOGⅡBarService 114
DIALOGⅢLiqueurService 115
EXERCISES 118
UNITNINE 127
TEXTAKitchen 127
TEXTBFastFoodKitchen 130
DIALOGⅠBakery 132
DIALOGⅡColdItems 133
DIALOGⅢWorkingasChef sAssistant 134
EXERCISES 138
TEXTARecreationCenter—OneoftheIntegral 147
PartsofaSuccessfulHotel 147
UNITTEN 147
TEXTBRecreationalActivitiesinFullSwing 148
DIALOGⅠAttheIndoorSwimmingPool 150
DIALOGⅡAttheBowlingRoom 151
DIALOGⅢAttheGymnasium 153
EXERCISES 156
UNITELEVEN 162
TEXTASearchingforaHealthierLifestyle 162
TEXTBHealthSpas 165
DIALOGⅠ“SaunaIsOneoftheGreatPleasure 166
ofLife” 166
DIALOGⅡ“MassagenotonlyRelaxestheMuscles 169
butalsoEasesthePain” 169
ThisTime” 170
DIALOGⅢ“IWouldLiketoTryaNewHairStyle 170
EXERCISES 174
UNITTWELVE 179
TEXTACreatingaShopper sParadise 179
TEXTBShoppingontheWeb 180
DIALOGⅠShowingtheGuestsAroundtheArcade 182
DIALOGⅡBuyingSilkFabrics 183
DIALOGⅢAttheChineseFolkArtCounter 185
EXERCISES 188
UNITTHIRTEEN 194
TEXTAHotelSecurity（Ⅰ） 194
TEXTBHotelSecurity（Ⅱ） 195
DIALOGⅠOrientationonFirePreventingandFire 197
Fighting 197
DIALOGⅡPreventingaFalseClaim 199
DIALOGⅢOfferingFirstAid 201
EXERCISES 204
UNITFOURTEEN 211
TEXTAEngineeringandMaintenance 211
TEXTBATragedy 212
DIALOGⅠTheMaintenanceintheGuestRoom 215
DIALOGⅡACarServicingAppointment 216
DIALOGⅢDealingwithanElevatorAccident 218
EXERCISES 220
UNITFIFTEEN 225
TEXTAMarketingandSales 225
TEXTBCommonSalesTools 228
DIALOGⅠConventionSalesCall 232
DIALOGⅡExtendingtheSale 234
DIALOGⅢTalkingaboutHotelReservations 235
EXERCISES 239
TEXTATheControllingDepartment 249
UNITSIXTEEN 249
TEXTBBudgeting 251
DIALOGⅠNormalCreditControl 252
DIALOGⅡDailyIncomeAudit 253
DIALOGⅢMonth-EndStockTake 254
EXERCISES 257
UNITSEVENTEEN 266
TEXTATheGeneralManager 266
TEXTBTheGeneralManager sMeetings 270
DIALOGⅠSolvingtheGuest sComplaint 273
DIALOGⅡIncreasingtheAverageRates 274
DIALOGⅢMakingTravelPreparations 275
EXERCISES 278
TAPESCRIPT 285
BIBLIOGRAPHY 300