Part Ⅰ Service Procedure Part 1
Unit 1 Meeting the guest 3
Unit 2 On the way to the hotel 7
Unit 3 Check in at the hotel 12
Unit 4 Talking about the itinerary 17
Unit 5 Going out for meal 22
Unit 6 On the way to the scenery 28
Unit 7 Check out at the hotel 34
Unit 8 Seeing off 38
Part Ⅱ Handling Complaints and Emergency Part 43
Unit 1 Handling complaints 45
Unit 2 Handling special dietary requirements 49
Unit 3 Handling the adjustment of the itinerary（Ⅰ） 53
Unit 4 Handling the adjustment of the itinerary（Ⅱ） 57
Unit 5 Incident of meeting the guests 60
Unit 6 Missing luggage 65
Unit 7 Missing tourists 71
Unit 8 Missing travel certificate 75
Part Ⅲ Chinese society and culture part 79
Unit 1 Basic information of China 81
Unit 2 Main religions in China 83
Unit 3 Traditional Chinese festivals 89
Unit 4 Chinese cuisine 93
Unit 5 Chinese arts 99
Unit 6 Tea and silk 110
Unit 7 Traditional Chinese medicine and acupuncture 115
Unit 8 Ancient Chinese architecture and garden 120
Part Ⅳ Practical Writing and Training part 125
Unit 1 Tour of Chinese imperial palace 127
Unit 2 Tour of temples 133
Unit 3 Tour of Chinese imperial mausoleum 139
Unit 4 Tour of Chinese gardens 145
Unit 5 Tour of Chinese ancient fortification 151
Unit 6 Tour of mountains 157
Unit 7 City tour 162
Unit 8 Tour of lakes and rivers 167
参考文献 172